CN113783766B - Data processing method, device and storage medium - Google Patents
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/146—Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
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Abstract
The application discloses a data processing method, a device and a storage medium, which specifically comprise the steps of firstly receiving a session request of a front end, wherein the session request carries a first session identifier, secondly, reading a second session identifier of a created problem list, further, traversing the problem list, searching whether a second session identifier which is the same as the first session identifier exists in the second session identifier corresponding to the problem list, and finally, creating a corresponding problem list for the current session request when the second session identifier which is the same as the first session identifier cannot be searched. According to the method and the device for automatically creating the client problem list, whether the front-end session request has the missing problem list is detected, and the creation is automatically carried out, so that the client problem list is automatically created, the missing of the list is avoided, and the client service experience is improved.
Description
Technical Field
The present disclosure relates to the field of electronic commerce technologies, and in particular, to a method, an apparatus, and a storage medium for data processing.
Background
Customer service after-sales services occupy a critical place in e-commerce services. The quality of service after sales is closely related to the customer viscosity. Customer service can timely solve customer problem sheets and becomes a core element of after-sales service. Customer service typically creates customer issue sheets manually based on session conditions and follows. Under the condition of large customer consultation quantity, a missing customer problem list may exist, and the problem of service quality reduction is caused.
As shown in fig. 1, a schematic diagram of an existing problem sheet creation architecture is shown in an embodiment of the present application. Wherein, the client 1 consults the customer service 1 through an instant messaging system (hereinafter referred to as IM system), and generates a session 1 in the IM system. Customer service 1 creates a problem sheet based on the session-to-problem sheet system of the IM system and then solves the customer problem. When the customer 2 consults the customer service 2, the customer is received too much to create a problem sheet, which results in the customer problem not being continuously followed and customer complaints are easily caused.
Disclosure of Invention
The embodiment of the application provides a data processing method, which solves the problems that automatic creation cannot possibly cause bill leakage and customer service experience is reduced.
The method comprises the following steps:
receiving a session request of a front end, wherein the session request carries a first session identifier;
reading a second session identifier of the created problem sheet;
traversing the problem list, and searching whether the second session identifier which is the same as the first session identifier exists in the second session identifier corresponding to the problem list;
when the second session identification identical to the first session identification is not retrieved, a corresponding question list is created for the current session request.
Optionally, recording a timestamp of when each of the session requests was received;
and when the first session identifications of at least two session requests are the same, reserving the session request corresponding to the timestamp closest to the current time and the first session identification.
Optionally, the session request is input into a pre-trained problem order prediction model, and the problem order corresponding to the session request is generated, wherein the problem order comprises a problem order type and a problem order description.
Optionally, judging whether the problem order carries a problem order follow-up identifier, when the problem order carries the problem order follow-up identifier, placing the problem order into a client follow-up list queue, and when the preset time is met, closing the problem order which does not carry the problem order follow-up identifier.
In another embodiment of the present invention, there is provided an apparatus for data processing, the apparatus including:
the receiving module is used for receiving a session request of the front end, wherein the session request carries a first session identifier;
the comparison module is used for reading the second session identification of the created problem sheet;
a search module for traversing the problem list and searching whether the second session identifier identical to the first session identifier exists in the second session identifier corresponding to the problem list
And the creation module is used for creating the corresponding problem list for the current session request when the second session identifier which is the same as the first session identifier is not retrieved.
Optionally, the apparatus further comprises:
the recording module is used for recording the time stamp when each session request is received;
and the reservation module is used for reserving the session request and the first session identifier corresponding to the timestamp closest to the current time when the first session identifiers of at least two session requests are the same.
Optionally, the creating module is configured to:
and inputting the session request into a pre-trained problem list prediction model, and generating the problem list corresponding to the session request, wherein the problem list comprises a problem list type and a problem list description.
Optionally, the apparatus further comprises:
the judging module is used for judging whether the problem list carries a problem list follow-up mark, placing the problem list into a client follow-up list queue when the problem list carries the problem list follow-up mark, and closing the problem list which does not carry the problem list follow-up mark when the preset time is met.
In another embodiment of the present invention, a non-transitory computer-readable storage medium storing instructions that, when executed by a processor, cause the processor to perform the steps of a method of data processing described above is provided.
In another embodiment of the present invention, there is provided a terminal device including a processor for performing each step of the above-described method of data processing.
Based on the above embodiment, firstly, a session request of a front end is received, wherein the session request carries a first session identifier, secondly, a second session identifier of a created problem sheet is read, further, the problem sheet is traversed, whether the second session identifier which is the same as the first session identifier exists in the second session identifiers corresponding to the problem sheet is searched, and finally, when the second session identifier which is the same as the first session identifier cannot be searched, a corresponding problem sheet is created for the current session request. According to the method and the device for automatically creating the client problem list, whether the front-end session request has the missing problem list is detected, and the creation is automatically carried out, so that the client problem list is automatically created, the missing of the list is avoided, and the client service experience is improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are needed in the embodiments will be briefly described below, it being understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered limiting the scope, and that other related drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 illustrates a schematic diagram of an existing problem sheet creation architecture provided for embodiments of the present application;
FIG. 2 illustrates an architecture diagram of an automatically created problem sheet provided for an embodiment of the present application;
FIG. 3 is a flow chart of a method for data processing according to embodiment 100 of the present application;
FIG. 4 is a schematic diagram showing a specific flow of a method for data processing according to embodiment 200 of the present application;
FIG. 5 shows a block diagram of an automatic creation system provided by an embodiment of the present application;
FIG. 6 shows a schematic diagram of an apparatus for data processing according to an embodiment 600 of the present application;
fig. 7 shows a schematic diagram of a terminal device provided in an embodiment 700 of the present application.
Detailed Description
The following description of the technical solutions in the embodiments of the present application will be made clearly and completely with reference to the drawings in the embodiments of the present application, and it is apparent that the described embodiments are only some embodiments of the present application, not all embodiments. All other embodiments, which can be made by one of ordinary skill in the art without undue burden from the present disclosure, are within the scope of the present disclosure.
The terms "first," "second," "third," "fourth" and the like in the description and in the claims and in the above drawings, if any, are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments of the invention described herein may be capable of being practiced otherwise than as specifically illustrated and described. Furthermore, the terms "comprise" and "have," as well as any variations thereof, are intended to cover a non-exclusive inclusion. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those elements but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Based on the problems in the prior art, the embodiment of the application provides a data processing method which is mainly applicable to the technical field of electronic commerce. As shown in fig. 2, an architecture diagram of an automatically created problem sheet according to an embodiment of the present application is provided. The method comprises the steps of detecting whether a user problem is recorded or not by monitoring a session between a client and customer service, and automatically creating the problem list by an automatic creation system when the missing problem list is detected. The following describes the technical scheme of the present invention in detail with specific embodiments to implement a data processing method. The following embodiments may be combined with each other, and the same or similar concepts or processes may not be described in detail in some embodiments. Fig. 3 is a flow chart of a method for data processing according to embodiment 100 of the present application. Wherein, the detailed steps are as follows:
s11, receiving a session request of the front end, wherein the session request carries a first session identifier.
In the step, the user communicates with customer service at the front end and triggers to generate a session request. Specifically, when the user performs a session with a customer service through a telephone system or in an instant messaging tool such as a customer service dialogue page of an application program or a customer service dialogue page of an e-commerce website, a session request is generated for each complete session, and a corresponding first session identifier is generated for the session request. Each session request carries a unique first session identification.
S12, reading a second session identification of the created problem sheet.
In this step, after receiving the session request sent by the front end, the processing system reads the second session identifier of the established problem order in the problem order system. Wherein the second session identification is a unique identification generated when generating a problem ticket for the session request.
S13, traversing the problem list, and searching whether a second session identifier which is the same as the first session identifier exists in the second session identifiers corresponding to the problem list.
When a session request is received, traversing the second session identifier of the read problem list corresponding to the session request, and comparing the second session identifier with the first session request identifier carried by the session request.
S14, when the second session identification which is the same as the first session identification is not searched, a corresponding problem list is created for the current session request.
In this step, when the traversing problem sheet is finished, the second session identifier identical to the first session identifier is not detected in the second session identifier, a corresponding problem sheet and second session identifier are created for the current session request corresponding to the first session identifier which is not detected currently, and the problem sheet and the second session identifier are stored.
As described above, based on the above embodiment, firstly, a session request of the front end is received, where the session request carries a first session identifier, secondly, a second session identifier of a created problem sheet is read, further, the problem sheet is traversed, whether the second session identifier identical to the first session identifier exists in the second session identifiers corresponding to the problem sheet is searched, and finally, when the second session identifier identical to the first session identifier cannot be searched, a corresponding problem sheet is created for the current session request. According to the method and the device for automatically creating the client problem list, whether the front-end session request has the missing problem list is detected, and the creation is automatically carried out, so that the client problem list is automatically created, the missing of the list is avoided, and the client service experience is improved.
Fig. 4 is a schematic diagram illustrating a specific flow of a data processing method according to embodiment 200 of the present application. The detailed process of the specific flow is as follows:
s201, receiving a session request of the front end.
Here, a corresponding session is generated based on a chat record of a customer with a customer service in a time keeping communication system or a telephone system, and a session request for the session is generated. Wherein the session request carries a unique first session identification. The first session identifier is generated based on session content corresponding to the session request, and when the content of the session is similar, the same first session identifier is generated.
S202, invalid session requests in the session requests are filtered.
Here, the time stamp of each received session request is recorded, and when the first session identifications of at least two session requests are identical, the session request corresponding to the time stamp closest to the current time and the first session identification are reserved. In addition, a service blacklist can be set based on service requirements, and text comparison and session filtration requests can be carried out based on the service blacklist.
S203, reading a second session identifier of the problem sheet corresponding to the session request.
Here, for the session request for which the problem order has been established, the second session identifier corresponding to the problem order is generated at the same time when the problem order is established, and is stored together with the problem order. And when receiving the session request of the front end, reading the problem list and the second session identifier in the problem list system.
S204, comparing the first session identification with the second session identification.
Here, it is compared whether the first session identification and the second session identification are identical.
S205, when the second session identification which is the same as the first session identification is not searched in the second session identification, a corresponding problem list is created for the current session request.
Here, the session request is input into a pre-trained problem order prediction model, and a problem order corresponding to the session request is generated, wherein the problem order includes a problem order type and a problem order description. And acquiring information such as problem list classification, problem list description and the like from the problem list prediction model according to the first session identifier of the session request, then calling an interface of the problem list creation system to generate a problem list, and adding the problem list classification and the problem list description to the problem list. In addition, the problem list prediction model can also output the problem list identification of whether the session request needs follow-up list. If the current problem list is a commodity performance problem (such as specific performance configuration of a mobile phone), follow-up of manual customer service is not needed, namely a problem list follow-up mark is not generated; if the current problem list is a commodity after-sales problem, manual customer service follow-up is generally needed to generate a micro-list identifier. Further, when the second session identification identical to the first session identification is not retrieved in the second session identification, the current session request is ended.
S206, judging whether the problem order carries a problem order follow-up mark.
S207, when the problem list carries the problem list follow-up mark, the problem list is put into a client follow-up list queue.
In this step, when the problem sheet carries the problem sheet follow-up identifier, it is determined that the problem sheet needs to be followed by a manual customer. Thus, the issue ticket is placed in the customer order queue.
S208, closing the problem list without carrying the problem list follow-up mark.
Here, when the preset time is satisfied, the order closing operation is performed on the problem order which does not carry the problem order follow-up mark.
The application realizes the data processing method based on the steps. A session is generated by a chat record of a customer and a customer service in an instant messaging system or a telephone system, and a session request is generated. After receiving the session request, the automatic creation system performs timing detection to determine whether the session request is bound with the problematic ticket. And if the session request is not bound with the problem sheet, an automatic creation flow is carried out. And acquiring information such as a problem list follow-up identifier, problem list classification, problem list description and the like in a problem list prediction model according to the session request, then calling an interface of a problem list system to generate a problem list, and adding the problem classification and description to the problem list. Further, whether the problem sheet needs to be followed is judged based on the problem sheet follow-up identification. If the follow-up is needed, putting the problem list into a customer service follow-up queue, and finally, carrying out follow-up by a manual customer service; if the following is not needed, the problem list is put into a timing list closing queue, and the system automatically closes the list. According to the embodiment of the application, the missing problem list is automatically created through the method, so that the labor cost of customer service is reduced, and the satisfaction degree of customer problems is improved. In addition, when the problem list is created, the accurate classification and the problem description of the client problem list are calculated through the session fun and the problem but the prediction model, so that the understanding of customer service on the client problem is improved, the effect of rapidly solving the client problem is achieved, and the working efficiency of the customer service is improved.
Further, as shown in fig. 5, the embodiment of the present application also shows a schematic block diagram of the automatic creation system. Receiving a session request generated by a timing communication system or a telephone system through a request module, and detecting whether the session request is bound with a problem list system or not; the filtering module is mainly used for filtering the session requests of invalid and blacklist configuration; the bill creation module mainly aims at generating a problem bill in the problem bill system according to the information provided by the message leaving module and the problem bill prediction model; the problem list prediction model predicts problem list classification and description according to the session content corresponding to the session request; the message leaving module can supplement the description of the problem list; the task module and the configuration module are mainly responsible for scheduling tasks and automatically creating the configuration of the system respectively.
Based on the same inventive concept, embodiment 600 of the present application further provides an apparatus for data processing, where, as shown in fig. 6, the apparatus includes:
a receiving module 61, configured to receive a session request of a front end, where the session request carries a first session identifier;
a comparison module 62, configured to read a second session identifier of the created problem sheet;
a retrieving module 63, configured to traverse the problem sheet, and retrieve whether a second session identifier that is the same as the first session identifier exists in the second session identifiers corresponding to the problem sheet;
a creation module 64 is configured to create a corresponding problem ticket for the current session request when the second session identifier that is identical to the first session identifier is not retrieved from the second session identifiers.
In this embodiment, the specific functions and interaction manners of the receiving module 61, the comparing module 62, the retrieving module 63 and the creating module 64 may be referred to the description of the corresponding embodiment of fig. 1, and will not be repeated herein.
Optionally, the apparatus further comprises:
a recording module 65 for recording a time stamp when each session request is received;
a retaining module 66, configured to retain, when the first session identifiers of at least two session requests are the same, the session request and the first session identifier corresponding to the timestamp closest to the current time.
Optionally, the creation module 64 is configured to:
and inputting the session request into a pre-trained problem list prediction model to generate a problem list corresponding to the session request, wherein the problem list comprises a problem list type and a problem list description.
Optionally, the apparatus further comprises:
the judging module 67 is configured to judge whether the problem ticket carries a problem ticket follow-up identifier, and when the problem ticket carries the problem ticket follow-up identifier, place the problem ticket into the client follow-up queue, and when a preset time is satisfied, perform a closing operation on the problem ticket that does not carry the problem ticket follow-up identifier.
As shown in fig. 7, still another embodiment 700 of the present application further provides a terminal device, including a processor 701, where the processor 701 is configured to perform the steps of the above-mentioned method for data processing. As can also be seen from fig. 7, the terminal device provided by the above embodiment further comprises a non-transitory computer readable storage medium 702, the non-transitory computer readable storage medium 702 having stored thereon a computer program which, when executed by the processor 701, performs the steps of a method of data processing as described above. In practice, the terminal device may be one or more computers, as long as the computer readable medium and the processor are included.
In particular, the storage medium can be a general-purpose storage medium, such as a removable disk, a hard disk, a FLASH, etc., on which a computer program is executed that is capable of performing the steps of a method for processing data as described above. In practice, the computer readable medium may be contained in the apparatus/device/system described in the above embodiments or may exist alone without being assembled into the apparatus/device/system. The computer-readable storage medium carries one or more programs that, when executed, are capable of performing the steps of the above-described method of data processing.
According to embodiments disclosed herein, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example, but is not limited to: portable computer diskette, hard disk, random Access Memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), portable compact disc read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the foregoing, but are not intended to limit the scope of the protection herein. In the embodiments disclosed herein, 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.
The flowcharts and block diagrams in the figures of the present application 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 the features recited in the various embodiments of the disclosure and/or the claims may be combined in various combinations and/or combinations, even if such combinations or combinations are not explicitly recited in the present application. In particular, the features recited in the various embodiments and/or claims of the present application may be combined in various combinations and/or combinations without departing from the spirit and teachings of the application, all of which are within the scope of the disclosure.
Finally, it should be noted that: the foregoing examples are merely specific embodiments of the present application, and are not intended to limit the scope of the present application, but the present application is not limited thereto, and those skilled in the art will appreciate that while the foregoing examples are described in detail, the present application is not limited thereto. Any person skilled in the art may, within the scope of the disclosure of the present application, still make modifications to the technical solutions described in the foregoing embodiments or easily conceive of changes, or make equivalent substitutions of some of the technical features; such changes, variations or substitutions, however, are not intended to depart from the spirit and scope of the embodiments of the present application, and are intended to be included within the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. A method of data processing, comprising:
receiving a session request of a front end, wherein the session request carries a first session identifier; the session request is generated by triggering when the user communicates with customer service at the front end;
reading a second session identifier of the created problem sheet;
traversing the problem list, and searching whether the second session identifier which is the same as the first session identifier exists in the second session identifier corresponding to the problem list;
when the second session identification identical to the first session identification is not retrieved, a corresponding question list is created for the current session request.
2. The method of claim 1, wherein between the step of receiving a session request at a front end and the step of reading a second session identification of a problem ticket created by the reading, the method further comprises:
recording a time stamp when each session request is received;
and when the first session identifications of at least two session requests are the same, reserving the session request corresponding to the timestamp closest to the current time and the first session identification.
3. The method of claim 1, wherein the step of creating the corresponding question ticket for the current session request comprises:
and inputting the session request into a pre-trained problem list prediction model, and generating the problem list corresponding to the session request, wherein the problem list comprises a problem list type and a problem list description.
4. A method according to claim 3, wherein after the step of creating the corresponding question ticket for the current session request, the method further comprises:
judging whether the problem list carries a problem list follow-up mark, when the problem list carries the problem list follow-up mark, placing the problem list into a client follow-up list queue, and when the preset time is met, closing the problem list which does not carry the problem list follow-up mark.
5. An apparatus for data processing, the apparatus comprising:
the receiving module is used for receiving a session request of the front end, wherein the session request carries a first session identifier; the session request is generated by triggering when the user communicates with customer service at the front end;
the comparison module is used for reading the second session identification of the created problem sheet;
the retrieval module is used for traversing the problem list and retrieving whether the second session identifier which is the same as the first session identifier exists in the second session identifier corresponding to the problem list;
and the creation module is used for creating the corresponding problem list for the current session request when the second session identifier which is the same as the first session identifier is not retrieved.
6. The apparatus of claim 5, wherein the apparatus further comprises:
the recording module is used for recording the time stamp when each session request is received;
and the reservation module is used for reserving the session request and the first session identifier corresponding to the timestamp closest to the current time when the first session identifiers of at least two session requests are the same.
7. The apparatus of claim 5, wherein the creation module is to:
and inputting the session request into a pre-trained problem list prediction model, and generating the problem list corresponding to the session request, wherein the problem list comprises a problem list type and a problem list description.
8. The apparatus of claim 5, wherein the apparatus further comprises:
the judging module is used for judging whether the problem list carries a problem list follow-up mark, placing the problem list into a client follow-up list queue when the problem list carries the problem list follow-up mark, and closing the problem list which does not carry the problem list follow-up mark when the preset time is met.
9. A non-transitory computer readable storage medium storing instructions which, when executed by a processor, cause the processor to perform the steps of a method of data processing according to any of claims 1 to 4.
10. A terminal device comprising a processor for performing the steps of a method of data processing according to any of claims 1 to 4.
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