CN113590252A - Information pushing method and device, electronic equipment and storage medium - Google Patents
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Abstract
The method comprises the steps of receiving a service page request sent by a client, obtaining an account identifier of a target account carried in the service page request, further determining service policy data hit by the account identifier, obtaining target service information corresponding to the hit service policy data according to the hit service policy data, and pushing the target service information to the client, so that the client can display the target service information in the corresponding service page. Because the content (i.e. the target service information) in the service page is determined based on the request of the target account and is strongly related to the target account, the target service information pushed to the service page may be different based on different target accounts, thereby not only realizing the personalized display of the service page, but also improving the efficiency of self-help problem solving for users.
Description
Technical Field
The present disclosure relates to the field of computer technologies, and in particular, to a method and an apparatus for pushing information, an electronic device, and a storage medium.
Background
With the development of computer technology, various client applications emerge like bamboo shoots in the spring after rain. Typically, in order to give help to the user in use, or to collect use questions and suggestions for user feedback, the client application will provide the user with a corresponding customer service page.
In the related art, the customer service page displays some common problems and solutions in a solidified form, however, the method cannot meet the personalized requirements of users, so that the efficiency of self-help problem solving of the users is low, and great working pressure is brought to the manual customer service.
Disclosure of Invention
The disclosure provides a method and a device for pushing information, electronic equipment and a storage medium, which are used for at least solving the problem of low efficiency of self-help problem solving of users in the related art. The technical scheme of the disclosure is as follows:
according to a first aspect of the embodiments of the present disclosure, there is provided a method for pushing information, including:
receiving a service page request sent by a client, and acquiring an account identifier of a target account carried in the service page request, wherein the target account is a user account initiating the service page request;
determining service policy data hit by the account identifier;
acquiring target service information corresponding to the hit service policy data according to the hit service policy data;
pushing the target service information to the client to enable the client to display the target service information in a corresponding service page
In one embodiment, the service policy data includes a plurality of service requirements configured in advance; the determining the service policy data hit by the account identifier comprises: detecting the state of each service requirement in the service policy data according to the account identifier, wherein the state comprises one of a normal state and an abnormal state; and determining the service requirement of the detected abnormal state as the service policy data hit by the account identification.
In one embodiment, the service policy data has a plurality of groups, and each group of the service policy data includes a plurality of service requirements configured in advance; the determining the service policy data hit by the account identifier comprises: acquiring the priority of each group of service policy data configured in advance; detecting the state of each service requirement in each group of service policy data according to the priority order of each group of service policy data and the account identifier; and if the service requirement in the abnormal state exists in any group of the service strategy data, determining the service strategy data in any group as the service strategy data hit by the account identifier.
In one embodiment, the service policy data further includes a priority of each of the service requirements; the detecting the state of each service requirement in the service policy data includes: and detecting the state of the service requirement according to the priority sequence of each service requirement in the service strategy data.
In one embodiment, the service policy data further includes abnormal account flag information corresponding to the service requirement; the detecting the state of the service requirement comprises: if the account identification exists in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in an abnormal state; if the account identification does not exist in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in a normal state
In one embodiment, the service policy data further includes frequency limitation data corresponding to the service requirement; the detecting the state of the service requirement comprises: acquiring historical behavior data corresponding to the account identification; if the historical behavior data corresponding to the account identification reaches the frequency limit data corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the historical behavior data corresponding to the account identification is detected not to reach the frequency limit data corresponding to the service requirement, determining that the service requirement is in a normal state.
In one embodiment, the obtaining, according to the hit service policy data, target service information corresponding to the hit service policy data includes: searching service information matched with the service requirement of the abnormal state in the hit service strategy data in preset service information; and determining the searched service information as target service information corresponding to the hit service policy data, wherein the service information is service prompt information corresponding to the service requirement.
In one embodiment, after determining the target service information, the method further includes: ordering the target service information based on the priority order of the service demands matched with the target service information; the pushing the target service information to the client comprises: and pushing the sequenced target service information to the client.
In one embodiment, after determining the target service information when there are multiple sets of service policy data hit by the account identifier, the method further includes: determining service policy data corresponding to the target service information; ordering the target service information based on the priority order of the service policy data; the pushing the target service information to the client comprises: and pushing the sequenced target service information to the client.
In one embodiment, when there are a plurality of pieces of target service information, the pushing the target service information to the client includes: acquiring the weight of each target service message; sequencing the target service information according to the weight of each target service information; and pushing the sequenced target service information to the client.
In one embodiment, the obtaining the weight of each of the target service information includes: acquiring the historical pushing times of each piece of target service information; and determining the weight of the corresponding target service information according to the historical pushing times.
In one embodiment, the method further comprises: obtaining historical service data, and updating the service policy data or the service information according to the historical service data to obtain updated service policy data or updated service information; the historical service data comprises historical service data formed by a service page request of a server account processing client account; the obtaining of the service policy data hit by the account identifier includes: based on the updated service policy data, acquiring service policy data hit by the account identifier; the searching for the service information matched with the service requirement in the abnormal state in the hit service policy data in the preset service information comprises: and searching the service information matched with the service requirement in the abnormal state in the updated service information.
According to a second aspect of the embodiments of the present disclosure, there is provided an apparatus for pushing information, including:
the service page request receiving module is configured to execute receiving of a service page request sent by a client, and obtain an account identifier of a target account carried in the service page request, wherein the target account is a user account initiating the service page request;
a policy processing module configured to perform determining service policy data hit by the account identification;
a target service information determination module configured to execute obtaining target service information corresponding to the hit service policy data according to the hit service policy data;
the information pushing module is configured to push the target service information to the client so that the client displays the target service information in a corresponding service page.
In one embodiment, the service policy data includes a plurality of service requirements configured in advance, and the policy processing module further includes: the detection unit is configured to detect the state of each service requirement in the service policy data according to the account identification, wherein the state comprises one of a normal state and an abnormal state; a determining unit configured to perform determining the service requirement of the detected abnormal state as the service policy data hit by the account identification.
In one embodiment, the service policy data has a plurality of groups, and each group of the service policy data includes a plurality of service requirements configured in advance; the detection unit is configured to perform: acquiring the priority of each group of service policy data configured in advance; detecting the state of each service requirement in each group of service policy data according to the priority order of each group of service policy data and the account identifier; the determining unit is further configured to perform: and if the service requirement in the abnormal state exists in any group of the service strategy data, determining the service strategy data in any group as the service strategy data hit by the account identifier.
In one embodiment, the service policy data further includes a priority of each of the service requirements; the detection unit is further configured to perform: and detecting the state of the service requirement according to the priority sequence of each service requirement in the service strategy data. In one embodiment, the service policy data further includes abnormal account flag information corresponding to the service requirement; the detection unit is configured to perform: if the account identification exists in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the account identification does not exist in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in a normal state.
In one embodiment, the service policy data further includes frequency limitation data corresponding to the service requirement; the detection unit is configured to perform: acquiring historical behavior data corresponding to the account identification; if the historical behavior data corresponding to the account identification reaches the frequency limit data corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the historical behavior data corresponding to the account identification is detected not to reach the frequency limit data corresponding to the service requirement, determining that the service requirement is in a normal state.
In one embodiment, the target service information determination module includes: a searching unit configured to perform searching for service information matching the service requirement of the abnormal state in the hit service policy data in preset service information; an information determining unit configured to perform determining the found service information as target service information corresponding to the hit service policy data, the service information being service prompt information corresponding to the service requirement.
In one embodiment, the apparatus further comprises an ordering module configured to perform: ordering the target service information based on the priority order of the service demands matched with the target service information; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In one embodiment, when there are multiple sets of service policy data hit by the account identifier, the sorting module is further configured to perform: determining service policy data corresponding to the target service information; ordering the target service information based on the priority order of the service policy data; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In one embodiment, when there is a plurality of target service information, the sorting module is further configured to perform: acquiring the weight of each target service message; sequencing the target service information according to the weight of each target service information; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In one embodiment, the sorting module is further configured to perform: acquiring the historical pushing times of each piece of target service information; and determining the weight of the corresponding target service information according to the historical pushing times.
In one embodiment, the apparatus further includes an update module configured to perform: obtaining historical service data, and updating the service policy data or the service information according to the historical service data to obtain updated service policy data or updated service information; the historical service data comprises historical service data formed by a service page request of a server account processing client account; the policy processing module is further configured to perform: based on the updated service policy data, acquiring service policy data hit by the account identifier; the lookup unit is further configured to perform: and searching the service information corresponding to the service requirement of the abnormal state in the hit service strategy data in the updated service information.
According to a third aspect of the embodiments of the present disclosure, there is provided an electronic apparatus including: a processor; a memory for storing the processor-executable instructions; wherein the processor is configured to execute the instructions to cause the electronic device to perform the method of pushing information as described in any embodiment of the first aspect.
According to a fourth aspect of embodiments of the present disclosure, there is provided a storage medium, wherein instructions that, when executed by a processor of an electronic device, enable the electronic device to perform the method of pushing information described in any one of the embodiments of the first aspect.
According to a fifth aspect of embodiments of the present disclosure, there is provided a computer program product, the program product comprising a computer program, the computer program being stored in a readable storage medium, from which the at least one processor of the apparatus reads and executes the computer program, such that the apparatus performs the method of pushing information as described in any one of the embodiments of the first aspect.
The technical scheme provided by the embodiment of the disclosure at least brings the following beneficial effects: the method comprises the steps of receiving a service page request sent by a client, obtaining an account identifier of a target account carried in the service page request, further determining service policy data hit by the account identifier, obtaining target service information corresponding to the hit service policy data according to the hit service policy data, and pushing the target service information to the client, so that the client can display the target service information in a corresponding service page. Because the content (i.e. the target service information) in the service page is determined based on the request of the target account and is strongly related to the target account, the target service information pushed to the service page may be different based on different target accounts, thereby not only realizing the personalized display of the service page, but also improving the efficiency of self-help problem solving for users.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and, together with the description, serve to explain the principles of the disclosure and are not to be construed as limiting the disclosure.
Fig. 1 is a schematic diagram illustrating a scenario of pushing information of a conventional customer service page according to an exemplary embodiment.
FIG. 2 is a diagram illustrating an application environment for a method of pushing information, according to an example embodiment.
Fig. 3 is a flow chart illustrating a method of pushing information in accordance with an example embodiment.
FIG. 4 is a diagram illustrating steps for retrieving hit service policy data in accordance with an exemplary embodiment.
Fig. 5 is a schematic diagram illustrating a scenario of pushing information according to an exemplary embodiment.
Fig. 6 is a block diagram illustrating an apparatus for pushing information according to an example embodiment.
FIG. 7 is a block diagram illustrating an electronic device in accordance with an example embodiment.
Detailed Description
In order to make the technical solutions of the present disclosure better understood by those of ordinary skill in the art, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the accompanying drawings.
It should be noted that the terms "first," "second," and the like in the description and claims of the present disclosure and in the above-described drawings are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the disclosure described herein are capable of operation in sequences other than those illustrated or otherwise described herein. The implementations described in the exemplary embodiments below are not intended to represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.
In the conventional technology, as shown in fig. 1, in an implementation scheme of a customer service page in a client application, a user usually clicks a customer service page entry, and a client requests a server to obtain data displayed on the page based on the click of the user. And after receiving the request, the server acquires the data of the current page from the customer service page configuration module, returns the data to the client and finally renders and displays the data by the client. Because the traditional customer service page is a relatively solidified display style, namely, each user displays the same content in the coming, the personalized requirements of the users cannot be met. Therefore, each client application meets different personalized consultation requirements of the user in a manner of providing manual customer service. However, if the questions and answers presented on the customer service page are too solidified and rigid, great working pressure is brought to the manual customer service, so that the user can consult the manual customer service to avoid response for a long time or queue for a long time, the use experience of the user is seriously influenced, the image of the client application is damaged, and in the past, the user of the client application is greatly lost, and the development of the client application is very unfavorable.
Based on this, the present disclosure provides a method for pushing information, which can be applied in the application environment as shown in fig. 2. The terminal 110 interacts with the server 120 through a network, specifically, the terminal 110 may be but is not limited to various personal computers, notebook computers, smart phones, tablet computers, and portable wearable devices, and the server 120 may be implemented by an independent server or a server cluster formed by a plurality of servers.
In this embodiment, a client of the application program, i.e., a client application, is installed in the terminal 110, and the server 120 is a background server corresponding to the client application. When a user (i.e. a target account) needs to enter a service page (i.e. a customer service page) of the client application, a corresponding service page request is initiated based on the client, wherein the service page request carries an account identifier of the target account. Specifically, the user may initiate a corresponding service page request by clicking an entry of a service page presented in the client application. The client sends the service page request to the server 120 based on the request of the user, the server 120 receives the service page request, determines the service policy data hit by the account identifier in the service page request, further obtains the target service information corresponding to the hit service policy data according to the hit service policy data, and pushes the target service information to the client, so that the client can display the target service information in the corresponding service page, the personalized display of the service page is realized, and the efficiency of self-help problem solving of the user is improved.
Fig. 3 is a flowchart illustrating a method for pushing information according to an exemplary embodiment, which is illustrated in fig. 3, and is described by taking the method as an example applied to the server in fig. 2, and includes the following steps.
In step S310, a service page request sent by the client is received, and an account identifier of the target account carried in the service page request is obtained.
Wherein the service page request is an indication or command for requesting a service page. The target account is a user account that initiates a service page request. The account identifier is a flag or token for identifying the user, for example, the account identifier may be a user name of the user logging in the client application, or may also be a phone number, a mailbox, or the like associated with the user. In this embodiment, when a user (i.e., a target account) needs to enter a service page of a client, a corresponding service page request is initiated based on the client, where the service page request carries an account identifier of the target account. Specifically, the user may initiate a corresponding service page request by clicking an entry of a service page presented in the client application. The client sends the service page request to the server based on the request of the user, and the server receives the service page request and acquires the account identifier of the target account carried in the service page request.
In step S320, the service policy data hit by the account identification is determined.
The service policy data includes a plurality of service requirements configured in advance, and the hit service policy data refers to the predicted service requirements of the target account corresponding to the account identifier. Specifically, the service requirement may be a problem that the target account may face when using the client application, for example, whether the target account can normally log in the client, or whether the target account can normally modify personal information, or whether a message can normally be sent, or the like. The hit service policy data refers to a problem that the predicted target account faces when using the client application, that is, the predicted service requirement matched with the target account, for example, the target account cannot normally log in the client, or cannot normally modify personal information, and the like. In this embodiment, a service requirement matching with the account identifier of the target account is determined based on a plurality of service requirements configured in advance, that is, service policy data hit by the account identifier is determined.
In step S330, target service information corresponding to the hit service policy data is acquired according to the hit service policy data.
The target service information is service information corresponding to the predicted service demand of the target account. Specifically, the service information is service prompt information corresponding to the service requirement in the hit service policy data, that is, a solution. For example, if the service policy data of the target account includes a service requirement that the personal information cannot be modified normally, the corresponding service information may include a common reason that the personal information cannot be modified normally and a corresponding solution. Generally, the service information may be pre-configured and have a corresponding relationship with the service requirement. Therefore, in this embodiment, based on the service information configured in advance, the target service information corresponding to the service policy data hit by the account identifier acquired in the above step may be determined.
In step S340, the target service information is pushed to the client.
The target service information is used for indicating the client to display the target service information in the corresponding service page.
In the information pushing method, the account identification of the target account carried in the service page request is obtained by receiving the service page request sent by the client, the service policy data hit by the account identification is further determined, the target service information corresponding to the hit service policy data is obtained according to the hit service policy data, and the target service information is pushed to the client, so that the client can display the target service information in the corresponding service page. Because the content (i.e. the target service information) in the service page is determined based on the request of the target account and is strongly related to the target account, the target service information pushed to the service page may be different based on different target accounts, thereby not only realizing the personalized display of the service page, but also improving the efficiency of self-help problem solving for users.
In an exemplary embodiment, as shown in fig. 4, in step S320, determining the service policy data hit by the account identifier may specifically be implemented by the following steps:
in step S321, the status of each service requirement in the service policy data is detected according to the account identifier.
The state of the service requirement comprises a normal state of the service requirement or an abnormal state of the service requirement. For example, whether the target account can normally log in the service requirement of the client or not indicates that the service requirement is in a normal state if the target account can normally log in the client, and indicates that the service requirement is in an abnormal state if the target account cannot normally log in the client. In addition, since the service policy data includes a plurality of service requirements configured in advance, in this embodiment, based on the account identifier of the target account, the state of each service requirement in the service policy data may be detected, and then the service policy data hit by the account identifier is determined based on the subsequent steps.
Specifically, in an exemplary embodiment, the service policy data may further include abnormal account flag information corresponding to the service requirement, where the abnormal account flag information may be a black list, a limited account list, or the like. Therefore, if the account identifier of the target account exists in the abnormal account identifier information corresponding to the service requirement, the service requirement is determined to be in an abnormal state; and if the fact that the account identification of the target account does not exist in the abnormal account marking information corresponding to the service requirement is detected, determining that the service requirement is in a normal state.
For example, if the preset service policy data includes: if the user can normally log in the service requirement, the abnormal account marking information corresponding to the service requirement if the user can normally log in can be login black list information, that is, the user account existing in the black list is restricted from logging in. Therefore, whether the account identifier of the target account exists in the login black list or not is detected, if the account identifier of the target account exists in the login black list, the target account is indicated to be limited to be logged in, that is, the account identifier of the target account exists in the abnormal account mark information corresponding to the service requirement whether the user can log in normally or not is detected, the service requirement that the user can log in normally is indicated to be confronted with, and therefore whether the service requirement that the user can log in normally is an abnormal state or not can be determined. On the contrary, if the account identifier of the target account does not exist in the login black list, it indicates that the target account is not restricted to login, that is, the target account can normally login, so that the service requirement whether the user can normally login is in a normal state.
For another example, if the preset service policy data includes: if the user can modify the service requirement of the image, the abnormal account marking information corresponding to the service requirement of the user that can modify the image can be the corresponding modified image limited account list. I.e., there are user accounts in the modified image restriction account list that will be restricted from modifying images. Therefore, whether the account identifier of the target account exists in the modified image limited account list or not is detected, if the account identifier of the target account exists in the modified image limited account list, the target account is represented to be limited to modify the image, that is, the account identifier of the target account exists in the abnormal account mark information corresponding to the service requirement of whether the user can modify the image or not is detected, the service requirement of the target account which cannot modify the image is represented, and therefore whether the service requirement of the user can modify the image is an abnormal state or not can be determined. On the contrary, if the account identifier of the target account does not exist in the modified image limited account list, it indicates that the image modification of the target account is not limited, that is, the target account can normally modify the image, and thus it can be determined whether the user can modify the service requirement of the image to a normal state. In the embodiment, the state of the service demand is detected based on the account identification and the abnormal account marking information corresponding to the service demand, and the hit service policy data is further determined, so that the hit service policy data is strongly related to the target account, and the personalized display of the service page is facilitated.
In an exemplary embodiment, the service policy data may further include frequency limitation data corresponding to the service requirement, where the frequency limitation data is frequency control data and is a frequency for controlling user behavior. Therefore, in the present embodiment, historical behavior data corresponding to the account identifier may be acquired; if the historical behavior data corresponding to the account identification reaches the frequency limit data corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the historical behavior data corresponding to the account identification is detected not to reach the frequency limit data corresponding to the service requirement, determining that the service requirement is in a normal state.
For example, if the preset service policy data includes: whether the user can modify the service requirement of the password or not, and the frequency limit data corresponding to the service requirement is as follows: a user cannot modify the password more than 3 times within a given time. The historical password modifying times of the target account in the specified time can be obtained, and whether the historical password modifying times of the target account reaches the corresponding frequency limiting data or not is judged. Specifically, if the number of times of the historical password modification of the target account in the specified time is 4 times, which exceeds 3 times in the frequency limit data, it indicates that the number of times of the historical password modification of the target account reaches the corresponding frequency limit data, and therefore, the target account faces a service requirement that the password cannot be modified, so that it can be determined whether the service requirement that the corresponding user can modify the password is in an abnormal state. If the number of times of the historical password modification of the target account in the designated time is 1 and the number of times of the historical password modification of the target account does not reach 3 times in the frequency limit data, the number of times of the historical password modification of the target account does not reach the corresponding frequency limit data, and the target account can be operated to modify the password, so that whether the service requirement that the corresponding user can modify the password is in a normal state or not can be determined. In the embodiment, the state of the service demand is detected based on the account identifier and the frequency limit data corresponding to the service demand, and the hit service policy data is further determined, so that the hit service policy data is strongly related to the target account, and the personalized display of the service page is facilitated.
It is understood that at least one of the corresponding abnormal account flag information and the frequency limitation data may be set for different service requirements based on actual business needs, and the specific data in the above embodiments is only used for illustrating the principle of the disclosure and is not used for limiting the protection scope of the disclosure.
In step S322, the service requirement of the detected abnormal state is determined as the service policy data hit by the account identification.
The hit service policy data refers to a problem that the predicted target account faces when the client application is used, that is, the predicted service requirement of the abnormal state matched with the target account. Specifically, after the detection of the above steps, if a service requirement in an abnormal state matching the account identifier is detected, the service requirement in the abnormal state is determined as hit service policy data.
In the above embodiment, the state of each service requirement in the service policy data is detected by the account identifier, and the detected service requirement in the abnormal state is determined as the service policy data hit by the account identifier. In the embodiment, the state of each service requirement in the service policy data is detected based on the account identifier, so that the hit service policy data is determined, the hit service policy data is strongly related to the target account, and the personalized display of the service page is facilitated.
In an exemplary embodiment, the service policy data may further include a priority for each service requirement. The priority of the service requirement is used for detecting the sequence of the state of each service requirement in the service policy data. Therefore, in this embodiment, the service requirements in the service policy data are prioritized according to the priority of each service requirement in the service policy data to obtain the ranked service policy data, and then the state of each service requirement in the ranked service policy data is sequentially detected. Specifically, the priority of the service demand may be determined based on the frequency hit by the history of the service demand, for example, the service demand with higher history hit frequency may be set with higher priority, and the service demand with lower history hit frequency may be set with lower priority. Therefore, the state of each service requirement in the service strategy data can be processed in sequence when being detected, so that the data processing efficiency is improved.
In an exemplary embodiment, if there are multiple sets of service policy data, and each set of service policy data may include multiple service requirements configured in advance, then determining the service policy data hit by the account identifier may further include: acquiring the priority of each group of service strategy data configured in advance; detecting the state of each service requirement in the service policy data according to the priority order of each group of service policy data and the account identifier; and if the service requirement of the abnormal state exists in any group of service strategy data, determining the any group of service strategy data as the service strategy data hit by the account identifier. The priority of each group of service policy data is the sequence for detecting each group of service policy data. Specifically, the priority of the service policy data may be determined based on the frequency of hit of the service policy data history, for example, a higher priority may be set to the service policy data having a higher history hit frequency, and a lower priority may be set to the service policy data having a lower history hit frequency.
Therefore, in this embodiment, the service policy data of each group is subjected to priority ranking according to the priority of each group of service policy data to obtain the ranked service policy data, and then the ranked service policy data is detected in sequence. It can be understood that, when detecting each group of service policy data, the priority of each service requirement in the group of service policy data may be referred to, and the detection is performed in sequence, and the specific detection process may refer to the above embodiment, which is not described in detail in this embodiment. In this embodiment, when a service requirement in an abnormal state is detected in a certain group of service policy data, it is determined that the group is service policy data hit by the account identifier. Therefore, when detecting multiple groups of service strategy data, the data can be processed according to the priority of each group of service strategy data so as to improve the data processing efficiency
In an exemplary embodiment, in step S330, according to the hit service policy data, obtaining target service information corresponding to the hit service policy data may specifically include: and searching the preset service information for service information matched with the abnormal service requirement in the hit service strategy data, and determining the searched service information as target service information corresponding to the hit service strategy data. The service information is preset service prompt information corresponding to the service requirement, namely a solution. For example, for a service requirement that the target account cannot modify the password, the corresponding service information may include a common reason for failure to modify the password and a corresponding solution. Since the hit service policy data is the predicted service requirement in the abnormal state corresponding to the account identifier, the service information found based on the service requirement in the abnormal state is exactly required by the target account, and is defined as the target service information. And as the target service information corresponds to the service requirement of the target account, the target service information is returned to the client, so that the client can display the target service information in the corresponding service page, and the personalized service page is realized, thereby improving the efficiency of self-help problem solving of the user and improving the experience of the user in using the client.
In an exemplary embodiment, the method for pushing information may further include: and acquiring historical service data, and updating service policy data or service information according to the historical service data so as to obtain updated service policy data or updated service information. The historical service data comprises historical service data formed by processing service page requests of client accounts by the server accounts. Specifically, the historical service data may be data generated based on manual customer service to address customer service needs, including corresponding service needs and corresponding solutions generated under direction of manual customer service. In this embodiment, in order to further improve the efficiency of self-help problem solving for the user, the service policy data or the service information may be continuously updated for historical service data generated by resolving the service requirement for the manual customer service, so as to expand the original service policy data and the service information, and further determine the service policy data hit by the account identifier based on the updated service policy data, so as to improve the hit rate, and search the service information corresponding to the service requirement in the abnormal state in the hit service policy data in the updated service information, so as to reduce the workload of the manual customer service and improve the efficiency of self-help problem solving.
In an exemplary embodiment, after determining the target service information, the method may further include: and sequencing the target service information based on the priority order of the service demands matched with the target service information. Specifically, since the target service information is obtained by searching for the service requirements based on the abnormal state and each service requirement has a corresponding priority, in this embodiment, the target service information is sorted based on the priority order of the service requirements matched with the target service information, and the sorted target service information is further pushed to the client. The client can realize personalized service pages based on the sorted target service information, so that the efficiency of self-help problem solving of the user can be improved, and the experience of the user in using the client can be improved.
In an exemplary embodiment, when there are multiple sets of service policy data hit by the account identifier, after determining the target service information, the method may further include: and determining service strategy data corresponding to the target service information, and sequencing the target service information based on the priority order of the service strategy data. Specifically, the target service information is found based on the service requirement of the abnormal state in the service policy data, and each set of service policy data has a corresponding priority. Therefore, in this embodiment, the service policy data corresponding to the service requirement matched with the target service information may be determined, and the target service information may be sorted based on the priority order of the service policy data corresponding to each target service information, so as to push the sorted target service information to the client. The client can realize personalized service pages based on the sorted target service information, so that the efficiency of self-help problem solving of the user can be improved, and the experience of the user in using the client can be improved.
In an exemplary embodiment, when there are a plurality of pieces of target service information, pushing the target service information to the client specifically includes: acquiring the weight of each target service message; sequencing each target service information according to the weight of each target service information; and pushing the sorted target service information to the client. Wherein the weight refers to the relative importance of the target service information. Since the target service information is service information that matches the hit service policy data, which is found in the preset service information, there may be a corresponding weight for each of the preset service information. And for the service requirement of the abnormal state in the hit service strategy data, corresponding target service information exists. Therefore, in this embodiment, based on the preset service information and the corresponding weight, the service information and the corresponding weight that are one-to-one corresponding to the service requirement in the abnormal state in each hit service policy data can be searched, so as to obtain the target service information and the corresponding weight that are one-to-one corresponding to the service requirement in the abnormal state in each hit service policy data. In an implementable manner, the weight of the target service information may also be determined based on a historical number of pushes of the target service information. For example, the higher the history push times of the target service information, the higher the corresponding weight, and the lower the history push times of the target service information, the lower the corresponding weight. Since the target service information is the service information corresponding to the service requirement in the abnormal state in the hit service policy data, when the number of times that a certain target service information history is pushed is larger, it indicates that the required amount of the target service information is higher, that is, the service requirement corresponding to the target service information is a history common requirement.
Based on this, after the weight of each piece of target service information is obtained, the pieces of target service information are further sorted according to the weight of each piece of target service information, for example, the pieces of target service information may be sorted in order of the weights from high to low, and the sorted pieces of target service information may be pushed to the client. The target service information is determined based on the service requirement of the abnormal state in the hit service strategy data and is required by the predicted target account, so that sequencing can be performed based on the weight of each target service information, and each sequenced target service information is pushed to the client, so that the client can realize a personalized service page based on the sequenced target service information, the efficiency of self-help problem solving of the user can be improved, and the experience of the user in using the client can be improved.
In an exemplary embodiment, the method for pushing information according to the present disclosure is further described below, and in this embodiment, the high-frequency problem (i.e., the service requirement) of the customer service page (i.e., the service page) is analyzed and judged in a personalized manner, so as to form corresponding service policy data. For example, in a service page of a social client, the frequency of account problems is high, and the number of accesses of a user is also high. The account problems can be divided into problems of failure in user head portrait replacement, failure in user nickname replacement, abnormal account and the like. When a user enters a customer service page, the reason that the user is limited from updating the head portrait, updating the nickname, abnormal account number and the like can be judged through individuation, if the target user is found to be in a limited state at present, for example, the target user can not update the head portrait, the reason that the user can not update the head portrait and a solution can be placed at a more obvious position of the customer service page, so that the click rate of the user is improved, the basic problem of the user can be solved efficiently, and the problem that the manual customer service pressure is too high due to the fact that the user requires manual customer service intervention is solved. Based on this, through updating and perfecting more various strategy judgment modules, such as an interactive strategy judgment module, an account strategy judgment module and the like, through continuously perfecting the strategy judgment modules, the reason why the user enters the customer service page can be predicted more efficiently, the problem of the user can be solved more effectively, and the user experience is improved.
Specifically, as shown in fig. 5, high-frequency problems common to users are combed first according to problems solved by the manual customer service history, and the problems are classified and summarized. For example, taking the customer service page of the social client as an example, the customer service page is divided in a large aspect, and the customer service page can be divided into an account problem accounting question and a social interaction problem interaction question based on the problem solved by the history. For each type of question, a corresponding policy determination module may be formed, for example, for an account class question, accountquest, and for a social interaction class question, interactquest, a corresponding social interaction policy determination module may be formed. Meanwhile, each policy judgment module may have a corresponding policy priority, and in addition, each problem may also have a corresponding problem priority for a plurality of problems within one policy judgment module. For example, if the account class problem AccountQuestion summarized based on priority is as follows:
loginstatus (1) user login
modifyPasssWordStatus (2) modified password
Binded mobilephonestatus (3) mobile phone
modifyUserHeadStatus (4) modifying head portrait
modifyUserNameStatus (5) modifying user nickname
f. And so on.
If the social interaction question based on the priority summary is as follows:
sendnotifystatus (1) sending messages
Published reviews of public comment status (2)
Publishportestatus (3)
d. And so on.
After the policy configuration information (which can be understood as the service policy data, that is, the service requirement) is set, when a user initiates a customer service page request through a client, the client requests the customer service page data to a server, and the server performs corresponding policy judgment based on a policy judgment module, for example, if the obtained policy priority is that the priority of an account policy judgment module is higher than that of a social interaction policy judgment module, account policy judgment is performed first, and whether a target user has a common account problem is judged, then an interface API called is as follows:
whether canloginsuccess () can be registered
Whether the password can be modified by CanModifyPasssword ()
Whether the canbindmobilephone () can bind the mobile phone
Whether canmodifyuserhead () can modify the avatar
Whether the canmodifyusername () can modify the user nickname
If the judgment of the account strategy judgment module is carried out, the following return results are obtained:
then, according to the policy priority, social interaction policy judgment is performed, current common social behaviors of the target user are sequentially judged, which is not described herein again, and the obtained results are assumed as follows:
and (3) integrating the above strategy judgment results, and returning the following results:
where the problem with a "false" result represents a hit policy. The server requests some common problem page resources (i.e. service information) from the customer service page configuration module based on the hit policy in the return result, and searches for the matched resources according to the hit policy. For example, for the hit account type problem, for example, if the password modification failure and the avatar modification failure are hit, the common reason of the password modification failure, the common reason of the avatar modification failure, and the solutions and weights corresponding to the common reasons and the common reasons are found, and similarly, for the hit social interaction type problem, the corresponding common reasons, solutions and weights are also found, and are ranked based on the corresponding weights, and the higher weight is ranked in the top position. And the ordered data is returned to the client, the client effectively renders the data and displays the data with higher weight at a conspicuous position, so that a user can see a personalized customer service page, and the user can usually refer to a corresponding solution for processing after seeing common reasons of the problems, thereby avoiding the intervention of calling a manual customer service.
It should be understood that although the various steps in the flowcharts of fig. 1-5 are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least some of the steps in fig. 1-5 may include multiple steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, which are not necessarily performed in sequence, but may be performed in turn or alternately with other steps or at least some of the other steps or stages.
Fig. 6 is a block diagram illustrating an apparatus for pushing information according to an example embodiment. Referring to fig. 6, the apparatus includes a service page request receiving module 602, a policy processing module 604, a target service information determining module 606, and an information pushing module 608.
A service page request receiving module 602 configured to execute receiving a service page request sent by a client, and acquire an account identifier of a target account carried in the service page request, where the target account is a user account initiating the service page request;
a policy processing module 604 configured to perform determining service policy data hit by the account identification;
a target service information determination module 606 configured to execute obtaining target service information corresponding to the hit service policy data according to the hit service policy data;
an information pushing module 608 configured to perform pushing the target service information to the client, so that the client displays the target service information in a corresponding service page.
In an exemplary embodiment, the service policy data includes a plurality of service requirements configured in advance, and the policy processing module further includes: the detection unit is configured to detect the state of each service requirement in the service policy data according to the account identification, wherein the state comprises one of a normal state and an abnormal state; a determining unit configured to perform determining the service requirement of the detected abnormal state as the service policy data hit by the account identification.
In an exemplary embodiment, the service policy data has a plurality of groups, and each group of the service policy data includes a plurality of service requirements configured in advance; the detection unit is configured to perform: acquiring the priority of each group of service policy data configured in advance; detecting the state of each service requirement in each group of service policy data according to the priority order of each group of service policy data and the account identifier; the determining unit is further configured to perform: and if the service requirement in the abnormal state exists in any group of the service strategy data, determining the service strategy data in any group as the service strategy data hit by the account identifier.
In an exemplary embodiment, the service policy data further includes a priority of each of the service requirements; the detection unit is further configured to perform: and detecting the state of the service requirement according to the priority sequence of each service requirement in the service strategy data. In an exemplary embodiment, the service policy data further includes abnormal account flag information corresponding to the service requirement; the detection unit is configured to perform: if the account identification exists in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the account identification does not exist in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in a normal state.
In an exemplary embodiment, the service policy data further includes frequency limitation data corresponding to the service requirement; the detection unit is configured to perform: acquiring historical behavior data corresponding to the account identification; if the historical behavior data corresponding to the account identification reaches the frequency limit data corresponding to the service requirement, determining that the service requirement is in an abnormal state; and if the historical behavior data corresponding to the account identification is detected not to reach the frequency limit data corresponding to the service requirement, determining that the service requirement is in a normal state.
In an exemplary embodiment, the target service information determination module includes: a searching unit configured to perform searching for service information matching the service requirement of the abnormal state in the hit service policy data in preset service information; an information determining unit configured to perform determining the found service information as target service information corresponding to the hit service policy data, the service information being service prompt information corresponding to the service requirement.
In an exemplary embodiment, the apparatus further comprises an ordering module configured to perform: ordering the target service information based on the priority order of the service demands matched with the target service information; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In an exemplary embodiment, when there are multiple sets of service policy data hit by the account identifier, the sorting module is further configured to perform: determining service policy data corresponding to the target service information; ordering the target service information based on the priority order of the service policy data; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In an exemplary embodiment, when there is a plurality of the target service information, the sorting module is further configured to perform: acquiring the weight of each target service message; sequencing the target service information according to the weight of each target service information; the information pushing module is further configured to perform: and pushing the sequenced target service information to the client.
In an exemplary embodiment, the sorting module is further configured to perform: acquiring the historical pushing times of each piece of target service information; and determining the weight of the corresponding target service information according to the historical pushing times.
In an exemplary embodiment, the apparatus further comprises an update module configured to perform: obtaining historical service data, and updating the service policy data or the service information according to the historical service data to obtain updated service policy data or updated service information; the historical service data comprises historical service data formed by a service page request of a server account processing client account; the policy processing module is further configured to perform: based on the updated service policy data, acquiring service policy data hit by the account identifier; the lookup unit is further configured to perform: and searching the service information corresponding to the service requirement of the abnormal state in the hit service strategy data in the updated service information.
With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.
Fig. 7 is a block diagram illustrating an apparatus for pushing information S00 according to an example embodiment. For example, the device S00 may be a server. Referring to FIG. 7, device S00 includes a processing component S20 that further includes one or more processors and memory resources represented by memory S22 for storing instructions, e.g., applications, that are executable by processing component S20. The application program stored in the memory S22 may include one or more modules each corresponding to a set of instructions. Further, the processing component S20 is configured to execute instructions to perform the above-described method of pushing information.
The device S00 may also include a power supply component S24 configured to perform power management of the device S00, a wired or wireless network interface S26 configured to connect the device S00 to a network, and an input-output (I/O) interface S28. The device S00 may operate based on an operating system stored in the memory S22, such as Windows Server, Mac OS X, Unix, Linux, FreeBSD, or the like.
In an exemplary embodiment, a computer-readable storage medium comprising instructions, such as the memory S22 comprising instructions, executable by the processor of the device S00 to perform the above method is also provided. The storage medium may be a computer-readable storage medium, which may be, for example, a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.
In an exemplary embodiment, a computer program product is also provided, comprising a computer program which, when being executed by a processor, is adapted to carry out the above-mentioned method of pushing information.
Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This disclosure is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.
It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.
Claims (10)
1. A method for pushing information, the method comprising:
receiving a service page request sent by a client, and acquiring an account identifier of a target account carried in the service page request, wherein the target account is a user account initiating the service page request;
determining service policy data hit by the account identification;
acquiring target service information corresponding to the hit service policy data according to the hit service policy data;
and pushing the target service information to the client so that the client displays the target service information in a corresponding service page.
2. The method of claim 1, wherein the service policy data includes a plurality of service requirements that are pre-configured; the determining the service policy data hit by the account identifier comprises:
detecting the state of each service requirement in the service policy data according to the account identifier, wherein the state comprises one of a normal state and an abnormal state;
and determining the service requirement of the detected abnormal state as the service policy data hit by the account identification.
3. The method of claim 1, wherein the service policy data has a plurality of groups, each group of the service policy data comprising a plurality of service requirements configured in advance; the determining the service policy data hit by the account identifier comprises:
acquiring the priority of each group of service policy data configured in advance;
detecting the state of each service requirement in each group of service policy data according to the priority order of each group of service policy data and the account identifier;
and if the service requirement in the abnormal state exists in any group of the service strategy data, determining the service strategy data in any group as the service strategy data hit by the account identifier.
4. A method according to claim 2 or 3, wherein the service policy data further comprises a priority for each of the service requirements; the detecting the state of each service requirement in the service policy data includes:
and detecting the state of the service requirement according to the priority sequence of each service requirement in the service strategy data.
5. The method of claim 4, wherein the service policy data further includes abnormal account flag information corresponding to the service requirement; the detecting the state of the service requirement comprises:
if the account identification exists in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in an abnormal state;
and if the account identification does not exist in the abnormal account marking information corresponding to the service requirement, determining that the service requirement is in a normal state.
6. The method of claim 4, wherein the service policy data further comprises frequency limitation data corresponding to the service requirement; the detecting the state of the service requirement comprises:
acquiring historical behavior data corresponding to the account identification;
if the historical behavior data corresponding to the account identification reaches the frequency limit data corresponding to the service requirement, determining that the service requirement is in an abnormal state;
and if the historical behavior data corresponding to the account identification is detected not to reach the frequency limit data corresponding to the service requirement, determining that the service requirement is in a normal state.
7. An apparatus for pushing information, the apparatus comprising:
the service page request receiving module is configured to execute receiving of a service page request sent by a client, and obtain an account identifier of a target account carried in the service page request, wherein the target account is a user account initiating the service page request;
a policy processing module configured to perform determining service policy data hit by the account identification;
a target service information determination module configured to execute obtaining target service information corresponding to the hit service policy data according to the hit service policy data;
the information pushing module is configured to push the target service information to the client so that the client displays the target service information in a corresponding service page.
8. An electronic device, comprising:
a processor;
a memory for storing the processor-executable instructions;
wherein the processor is configured to execute the instructions to implement the method of pushing information according to any one of claims 1 to 6.
9. A computer-readable storage medium, wherein instructions in the computer-readable storage medium, when executed by a processor of an electronic device, enable the electronic device to perform the method of pushing information of any of claims 1-6.
10. A computer program product comprising a computer program, characterized in that the computer program, when being executed by a processor, implements the method of pushing information according to any one of claims 1 to 6.
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