CN114047995A

CN114047995A - Method, device and equipment for determining label color and storage medium

Info

Publication number: CN114047995A
Application number: CN202111409800.5A
Authority: CN
Inventors: 董劲麟; 罗贤桂; 炊向军; 范会善; 王炼; 赵新阳
Original assignee: China Construction Bank Corp
Current assignee: China Construction Bank Corp
Priority date: 2021-11-25
Filing date: 2021-11-25
Publication date: 2022-02-15

Abstract

The invention discloses a method, a device and equipment for determining a label color and a storage medium. The method comprises the following steps: receiving an online customer service manual access request, wherein the online customer service manual access request comprises: a customer identification; determining target client information, target session information and target online customer service information according to the online customer service manual access request; determining a urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information; the urgency index is sent to a target seat end corresponding to the customer identification, so that the target seat end determines the display color of the tab according to the urgency index.

Description

Method, device and equipment for determining label color and storage medium

Technical Field

The embodiment of the invention relates to the technical field of artificial intelligence recognition and analysis, in particular to a method, a device, equipment and a storage medium for determining a label color.

Background

In order to improve the quality of pre-sale and post-sale services of products and services of enterprises, a customer service department is specially set to be responsible for solving the problems of customers, and compared with telephone customer service, online customer service can be served one to many firstly, so that the labor cost is saved, and the requirement on the quality and skill of personnel in a seat can be reduced compared with the telephone customer service; secondly, the text communication mode also gives more time for buffering thinking for the seat staff, so that the customer can be better served; finally, the customer can obtain more authoritative and detailed information by sending product service description introduction and pictures and texts.

In the prior art, when an agent is simultaneously serving a plurality of online customer service clients, several clients are simultaneously sending messages, and the prompting mode of the agent end page is as follows: the client tabs with unread messages are changed in color, an operator cannot know which client should be answered preferentially in advance, and can only select the session tab of one client to reply according to experience or impression in the service process. When an agent answers the product function use problem of the customer, other page signs prompt a new message, and possibly the customer wants to say that the customer is deceived to be processed urgently, or the customer only needs to chat two sentences, or possibly the customer is an important customer, or the customer only needs to be a common customer, or the customer already complains a stranger, or the customer feels thank from service satisfaction, so that the agent can process the chatty customer first and then process the customer with an urgent problem, the user experience is reduced, and the poor evaluation probability is increased.

Disclosure of Invention

The embodiment of the invention provides a method, a device, equipment and a storage medium for determining a tab color, which solves the problem that an agent cannot predict which client message should be preferentially processed when serving a plurality of clients simultaneously, can calculate the urgency index in real time for each client unread message, and indicates the urgency index height through the red of different depths, thereby reminding the agent to preferentially process the client message with deeper color, so that the agent can sequentially solve the problems of the clients according to the urgency degrees of the client messages, timely solve the problems of the clients with higher urgency degrees, provide satisfactory service for more clients, and further improve the service satisfaction.

In a first aspect, an embodiment of the present invention provides a method for determining a color of a tab, where the method includes:

receiving an online customer service manual access request, wherein the online customer service manual access request comprises: a customer identification;

determining target client information, target session information and target online customer service information according to the online customer service manual access request;

determining a urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information;

and sending the urgency index to a target seat end corresponding to the customer identification so that the target seat end determines the display color of the tab according to the urgency index.

In a second aspect, an embodiment of the present invention further provides a tab color determining apparatus, where the apparatus includes:

a receiving module, configured to receive an online customer service manual access request, where the online customer service manual access request includes: a customer identification;

the first determining module is used for determining target client information, target session information and target online customer service information according to the online customer service manual access request;

the second determining module is used for determining the urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information;

and the sending module is used for sending the urgency index to a target seat end corresponding to the client identifier so that the target seat end can determine the display color of the tab according to the urgency index.

In a third aspect, an embodiment of the present invention further provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement the tab color determination method according to any one of the embodiments of the present invention.

In a fourth aspect, the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the tab color determination method according to any one of the embodiments of the present invention.

The embodiment of the invention receives an online customer service manual access request, wherein the online customer service manual access request comprises the following steps: a customer identification; determining target client information, target session information and target online customer service information according to the online customer service manual access request; determining a urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information; the urgency index is sent to a target seat end corresponding to the customer identification, so that the target seat end determines the display color of a tab according to the urgency index, the problem that an operator cannot predict which customer message should be preferentially processed when serving a plurality of customers simultaneously is solved, the urgency index can be calculated in real time for unread messages of each customer, the height of the urgency index is represented by red at different depths, the operator is reminded to preferentially process customer messages with deeper colors, the problem of the customer with high urgency can be solved according to the urgency degree of the customer messages in sequence by the operator, the problem of the customer with high urgency degree is solved in time, satisfactory service is provided for more customers, and service satisfaction is improved.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.

FIG. 1 is a flow chart of a method for tab color determination in an embodiment of the invention;

FIG. 1a is a schematic diagram of a system architecture in an embodiment of the invention;

FIG. 1b is a flow chart of another tab color determination method in an embodiment of the present invention;

FIG. 2 is a schematic structural diagram of a tab color determination apparatus according to an embodiment of the present invention;

fig. 3 is a schematic structural diagram of an electronic device in an embodiment of the present invention;

fig. 4 is a schematic structural diagram of a computer-readable storage medium containing a computer program in an embodiment of the present invention.

Detailed Description

The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures. In addition, the embodiments and features of the embodiments in the present invention may be combined with each other without conflict.

Before discussing exemplary embodiments in more detail, it should be noted that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although a flowchart may describe the operations (or steps) as a sequential process, many of the operations can be performed in parallel, concurrently or simultaneously. In addition, the order of the operations may be re-arranged. The process may be terminated when its operations are completed, but may have additional steps not included in the figure. The processes may correspond to methods, functions, procedures, subroutines, and the like. In addition, the embodiments and features of the embodiments in the present invention may be combined with each other without conflict.

The term "include" and variations thereof as used herein are intended to be open-ended, i.e., "including but not limited to". The term "based on" is "based, at least in part, on". The term "one embodiment" means "at least one embodiment".

It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures. Meanwhile, in the description of the present invention, the terms "first", "second", and the like are used only for distinguishing the description, and are not to be construed as indicating or implying relative importance.

When the following attribute information is stored and/or processed, it complies with relevant regulations of national laws and regulations.

Fig. 1 is a flowchart of a tab color determining method provided in an embodiment of the present invention, where this embodiment is applicable to a tab color determining situation, and the method may be executed by a tab color determining apparatus in an embodiment of the present invention, where the tab color determining apparatus may be implemented in a software and/or hardware manner, as shown in fig. 1, the method specifically includes the following steps:

s110, receiving an online customer service manual access request, wherein the online customer service manual access request comprises: and (5) identifying the client.

The online customer service is an instant communication system for providing online character consultation services for clients by enterprises, and supports the channels of being deployed in websites, mobile phone applications, PC (personal computer) clients, WeChat, short messages and the like.

The online customer service client: when problems are encountered in the product and service using process, the client solved by the enterprise staff is searched through the online customer service system.

The client identifier may be a client identity identifier, for example, a mobile phone number, an identity card number, or other identifiers capable of representing the client identity.

Specifically, the online customer service manual access request is an online customer service manual access request generated after a client clicks a target control, the client sends the online customer service manual access request to the online customer service platform, and the online customer service platform receives the online customer service manual access request.

And S120, determining target client information, target session information and target online customer service information according to the online customer service manual access request.

Wherein, the target customer information may be: at least one of a customer rating, a customer age, and a customer gender.

Wherein the target online customer service information comprises: at least one of a manual queuing length, a repeated access time and a historical conversation record.

Wherein the target session information includes: session information over a historical period of time.

Specifically, the method for determining the target customer information, the target session information and the target online customer service information according to the online customer service manual access request may be as follows: determining target customer information according to the customer identification; determining a target agent end according to the online customer service manual access request; determining target online customer service information according to the client identification and the target agent terminal; and acquiring target session information corresponding to the client identification.

S130, determining the urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information.

The urgency index is a calculated urgency degree value for each customer service based on various factors, and an attendant needs to answer customers with high urgency indexes preferentially.

Specifically, the method for determining the target customer information, the target session information and the target online customer service information according to the online customer service manual access request may be as follows: determining at least one of a client emotion state, a problem importance degree grade, client waiting time, the number of unread seats corresponding to the client, message length and session time according to the target session information; and determining an urgency index corresponding to the client identification according to at least one of the client emotional state, the problem importance level, the client waiting time, the number of unread messages of the agents corresponding to the client, the message length and the session time, and the target client information and the target online customer service information. The method for determining the target customer information, the target session information and the target online customer service information according to the online customer service manual access request can also comprise the following steps: and determining the urgency index corresponding to the client identification according to at least one of the client emotional state, the problem importance degree grade, the client waiting time, the number of unread messages of the agents corresponding to the client, the message length, the session time, the client grade, the client age, the client gender, the manual queuing time, the repeated access times and the historical conversation record. The method for determining the target customer information, the target session information and the target online customer service information according to the online customer service manual access request can also comprise the following steps: acquiring an influence factor of the emotional state of the client, an influence factor of the degree level of the importance of the problem, an influence factor of the waiting time of the client, an influence factor of the number of unread messages of the agent corresponding to the client, an influence factor of the message length, an influence factor of the session time, an influence factor of the client level, an influence factor of the client age, an influence factor of the client gender, an influence factor of the manual queuing time, an influence factor of the repeated access times and an influence factor of the historical conversation record; and determining the urgency index corresponding to the client identification according to the client emotional state, the problem importance degree grade, the client waiting time, the number of the unread messages of the seats corresponding to the client, the message length, the session time, the client grade, the client age, the client gender, the manual queuing time, the repeated access times, the historical conversation record, the influence factor of the client emotional state, the influence factor of the problem importance degree grade, the influence factor of the client waiting time, the influence factor of the number of the unread messages of the seats corresponding to the client, the influence factor of the message length, the influence factor of the session time, the influence factor of the client grade, the influence factor of the client age, the influence factor of the client gender, the influence factor of the manual queuing time, the influence factor of the repeated access times and the influence factor of the historical conversation record.

S140, the urgency index is sent to a target seat end corresponding to the customer identification, so that the target seat end determines the tab display color according to the urgency index.

The system comprises a client, a service center and a service center, wherein the service center is used for providing a service for the client, and the service center is used for providing a service for the client.

The method for determining the display color of the tab according to the urgency index can be as follows: the higher the urgency index, the darker the color, and the lower the urgency index, the lighter the color. The method for determining the display color of the tab according to the urgency index can also be as follows: different urgency index intervals are set to correspond to different display colors, for example, the urgency index is greater than the first threshold and smaller than the second threshold, the display color is green, the urgency index is greater than or equal to the second threshold and smaller than the third threshold, the display color is yellow, the urgency index is greater than or equal to the third threshold and smaller than the fourth threshold, and the display color is red.

It should be noted that, the voice prompt may also be played when the urgency index is greater than a certain threshold.

Optionally, determining target client information, target session information, and target online customer service information according to the online customer service manual access request includes:

determining target customer information according to the customer identification;

determining a target agent end according to the online customer service manual access request;

determining target online customer service information according to the client identification and the target agent terminal;

and acquiring target session information corresponding to the client identification.

The method for determining the target customer information according to the customer identification may be as follows: the mobile phone number of the customer is obtained according to the customer identification query, which is not limited in the embodiment of the present invention.

The method for determining the target seat section according to the online customer service manual access request can be as follows: when an online customer service manual access request is received, acquiring the number of customers corresponding to at least two agent terminals; and determining the agent end with the least number of corresponding clients in the at least two agent ends as a target agent end. The method for determining the target seat section according to the online customer service manual access request can also be as follows: when an online customer service manual access request is received, acquiring skill groups, customer numbers and maximum service customer numbers corresponding to at least two agent terminals; and determining a target agent end corresponding to the client identification according to the online customer service manual access request, the skill groups corresponding to the at least two agent ends, the client number and the maximum service client number. The method for determining the target seat section according to the online customer service manual access request can also be as follows: when an online customer service manual access request is received, acquiring skill groups corresponding to at least two seat ends and the number of customers corresponding to at least two seat ends; and determining the seat end with the least number of customers as the target seat end from among the seat ends with the skill set as the target skill set.

Optionally, determining a target agent end according to the online customer service manual access request includes:

acquiring the number of clients corresponding to at least two agent ends;

and determining a target agent end according to the online customer service manual access request and the number of the clients corresponding to the at least two agent ends.

Wherein, the number of the clients corresponding to the agent terminal refers to: the number of clients being served by the agent end may be, for example, 5 online customer service clients served by one agent at the same time.

Specifically, when an online customer service manual access request is received, the number of customers corresponding to at least two seat ends is obtained; determining the agent end with the minimum number of corresponding clients in the at least two agent ends as a target agent end, for example, if there are an agent a, an agent B and an agent C, the agent a corresponds to the agent end a, the agent B corresponds to the agent end B, and the agent C corresponds to the agent end C, when receiving the online customer service manual access request, the number of clients being served by the agent a is 3, the number of clients being served by the agent B is 4, and the number of clients being served by the agent C is 5, and then determining the agent end a corresponding to the agent a as the target agent end.

For example, if there are an agent a, an agent B and an agent C, the agent a corresponds to the agent a, the agent B corresponds to the agent B, the agent C corresponds to the agent C, the number of clients being served by the agent a is 3, the number of clients being served by the agent B is 3, the number of clients being served by the agent C is 5, the number of clients being served by the agent a is 3, the number of clients being served by the agent B is 5, the number of clients being served by the agent a is 3, and the number of clients being served by the agent B is 5, the agent B corresponding to the agent B is determined to be the target agent.

acquiring skill groups, the number of customers and the maximum number of service customers corresponding to at least two agent ends;

and determining a target agent end corresponding to the client identification according to the online customer service manual access request, the skill groups corresponding to the at least two agent ends, the client number and the maximum service client number.

Specifically, the manner of determining the target agent end corresponding to the client identifier according to the online customer service manual access request, the skill groups corresponding to the at least two agent ends, the number of clients, and the maximum number of service clients may be: acquiring interface information corresponding to the online customer service manual access request, determining a target skill group according to the interface information, acquiring at least two agent ends corresponding to the target skill group, acquiring the number of customers and the maximum number of service customers corresponding to the at least two agent ends, and determining the target agent end according to the number of customers and the maximum number of service customers corresponding to the at least two agent ends in the target skill group, for example, if the target skill group includes: the system comprises an agent A, an agent B and an agent C, wherein the agent A corresponds to an agent end a, the agent B corresponds to an agent end B, the agent C corresponds to an agent end C, the number of clients being served by the agent A is 3, the number of clients being served by the agent B is 5, the number of clients being served by the agent C is 3, the number of maximum service clients corresponding to the agent A is 3, the number of maximum service clients corresponding to the agent B is 5, and the agent end B corresponding to the agent B is determined to be a target agent end.

Optionally, determining an urgency index corresponding to the client identifier according to the target client information, the target session information, and the target online customer service information, includes:

acquiring an influence factor of the target client information, an influence factor of the target session information and an influence factor of the target online customer service information;

and determining the urgency index corresponding to the client identification according to the target client information, the target session information, the target online customer service information, the influence factor of the target client information, the influence factor of the target session information and the influence factor of the target online customer service information.

Wherein the influence factor of the target customer information comprises: at least one of an influence factor of a customer grade, an influence factor of a customer age, and an influence factor of a customer gender.

Wherein the influence factor of the target session information includes: at least one of an influence factor of the emotional state of the client, an influence factor of the degree of importance of the problem, an influence factor of the waiting time of the client, an influence factor of the number of unread messages of the agent corresponding to the client, an influence factor of the message length and an influence factor of the conversation time.

Wherein, the influence factor of the target online customer service information comprises: at least one of an influence factor of manual queuing time, an influence factor of repeated access times and an influence factor of historical conversation records.

Optionally, the sending the urgency index to a target agent end corresponding to the client identifier, so that the target agent end determines a tab display color according to the urgency index, including:

and sending the urgency index to a target agent end corresponding to the client identifier, so that the target agent end determines the display color of the tab according to the urgency index corresponding to the unread message after detecting the unread message.

Specifically, after detecting the unread message, the target agent determines the display color of the tab according to the urgency index corresponding to the unread message, for example, after detecting the unread message sent by the client a, the target agent determines the display color of the tab according to the urgency index corresponding to the unread message sent by the client a.

Optionally, the target customer information includes: at least one of a customer rating, a customer age, and a customer gender.

Optionally, the target online customer service information includes: at least one of a manual queuing length, a repeated access time and a historical conversation record.

Optionally, determining the urgency index corresponding to the client identifier according to the target client information, the target session information, and the target online customer service information includes:

determining at least one of a client emotion state, a problem importance degree grade, client waiting time, the number of unread seats corresponding to the client, message length and session time according to the target session information;

and determining an urgency index corresponding to the client identification according to at least one of the client emotional state, the problem importance level, the client waiting time, the number of unread messages of the agents corresponding to the client, the message length and the session time, and the target client information and the target online customer service information.

According to at least one of the emotional state of the client, the degree of importance of the problem, the waiting time of the client, the number of unread messages of the agents corresponding to the client, the length of the messages, and the session time, the manner of determining the urgency index corresponding to the client identifier with the target client information and the target online customer service information may be: presetting a numerical value corresponding to each factor, and determining the sum of the target customer information and the target online customer service information as an urgency index according to at least one of the emotional state of the customer, the degree of importance of the problem, the waiting time of the customer, the number of unread seats messages corresponding to the customer, the message length and the conversation time.

Optionally, determining at least one of a client emotional state, a question importance level, a client waiting time, an agent unread message number corresponding to the client, a message length, and a session time according to the target session information includes:

and determining the emotional state of the client, the level of the importance degree of the problem, the waiting time of the client, the number of unread messages of the agent corresponding to the client, the length of the messages, the session time, the level of the client, the age of the client, the gender of the client, the manual queuing time, the repeated access times and the historical conversation record according to the target session information.

Optionally, determining, according to at least one of the emotional state of the client, the level of importance of the problem, the waiting time of the client, the number of unread messages of the agent corresponding to the client, the message length, and the session time, an urgency index corresponding to the client identifier according to the target client information and the target online customer service information includes:

and determining the urgency index corresponding to the client identification according to the emotional state of the client, the level of the importance degree of the problem, the waiting time of the client, the number of unread messages of the agents corresponding to the client, the message length, the session time, the level of the client, the age of the client, the gender of the client, the manual queuing time, the repeated access times and the historical conversation record.

and determining the urgency index corresponding to the client identification according to the client emotional state, the problem importance degree grade, the client waiting time, the number of the unread messages of the seats corresponding to the client, the message length, the session time, the client grade, the client age, the client gender, the manual queuing time, the repeated access times, the historical conversation record, the influence factor of the client emotional state, the influence factor of the problem importance degree grade, the influence factor of the client waiting time, the influence factor of the number of the unread messages of the seats corresponding to the client, the influence factor of the message length, the influence factor of the session time, the influence factor of the client grade, the influence factor of the client age, the influence factor of the client gender, the influence factor of the manual queuing time, the influence factor of the repeated access times and the influence factor of the historical conversation record.

The key core part of the embodiment of the invention is to obtain 12 factor values of four types of client information (including client grade, age and gender), client online customer service information (including manual queuing time, current day repeated access times and historical conversation records), client message information (including problem importance and client emotion) and client real-time conversation information (including client waiting time, unread message number, message length and conversation time), calculate the urgent index value by a weighted average method, and obtain the influence factor values of the 12 factors according to a big data analysis model.

The urgency index delta is a 12 factor value beta in total according to four categories of client information (including client grade, age and gender), client online customer service information (including manual queuing time, repeated access times on the day and historical conversation records), client message information (including problem importance and client emotion) and client real-time conversation information (including client waiting time, unread message number, message length and conversation time)_iCalculated by a weighted average method, wherein 12 factors correspond to the influence factor value alpha_iAnd adjusting the value range to 1-10 according to the service requirement and the actual effect.

Urgency index calculation formula:

each index value calculation method comprises the following steps:

if n is 12, then α_iAs shown in table 1:

TABLE 1

Customer rating beta₁：

Customer rating beta₁And the index value is calculated by comparing the client star-level values in the client information, the client star-level is divided into seven star-levels according to the star-point values from low to high by performing individual client division on the basis of star points accumulated by the client in about 6 months. Customer rating beta₁The control is shown in table 2:

TABLE 2

Customer star class	β₁Index value
		Seven star stage	10
Six-star grade	9
		Five-star stage	8
Four-star stage	7
		Three-star grade	6
Two-star stage	5
		One star level	4

Age beta₂：

Age beta₂The index value is obtained according to the age field in the customer information, and in order to embody the humanistic care, the higher the index value corresponding to the higher the age, the higher the age beta corresponding to the age section₂The index values are shown in Table 3:

TABLE 3

Sex beta₃：

Sex beta₃The index value is obtained from the gender field in the customer information, and under the same condition, women take precedence in order to show the humanistic care, so that the index value of women is higher, and the age beta corresponding to the age interval is higher₃The index values are shown in Table 4:

TABLE 4

Gender of the customer	β₃Index value
		Woman	10
For male	9

Manual queuing time length beta₄：

Manual queuing time length beta₄The index value is calculated in real time according to the manual queuing time of the client in the online customer service information, the longer the queuing waiting time is, the higher the index value is, and the manual queuing time beta corresponding to the queuing waiting time interval is₄The index values are shown in Table 5:

TABLE 5

Number of repeated accesses in the same day₅：

Number of repeated accesses in the same day₅The index value is calculated in real time according to the times of repeated application to manual work of the client on the same day in the online customer service information, and the client accesses the manual work for multiple times on the same day, most of the reasons are that the matters are urgent, or the problem needs to be accessed and processed for multiple times, so that the client needs to process preferentially. Therefore, the more times of the day repeated application to manual work, the higher the index value, and the corresponding day repeated access times beta₅The index values are shown in table 6:

TABLE 6

Historical dialogue record beta₆：

Historical dialogue record beta₆The index value is calculated according to the type of the client problem which is analyzed by natural language processing of the recent history session of the client, and the type of the client problem can be corrected by a customer service staff after the manual service. The customer problems are classified into seven categories, which are divided into the following categories according to the importance: fraud, loss report, complaint, fund transaction, marketing, general business, and non-business consultation. Index values beta corresponding to different problem types₆As shown in table 7:

TABLE 7

Type of problem	β₆Index value
		Fraud	10
Loss of contact	9
		Complaints	8
Fund transaction	7
		Marketing campaign	6
General service	5
		Non-business consultation	4

Importance of problem beta₇：

Importance of problem beta₇The index value is analyzed according to the current message sent by the client, the problem is classified by adopting a natural language processing method, and the index value is calculated according to the importance of the problem type. Index values beta corresponding to different problem types₇As shown in table 8:

TABLE 8

Client emotion beta₈：

Client emotion beta₈And the index value carries out natural language processing on the message text according to the client message, analyzes the sentence emotion and calculates the emotion index. The emotion index analyzes the client message by adopting a method based on an emotion dictionary, performs word segmentation and word stop processing on the text, performs matching mining on the text by utilizing an emotion dictionary (comprising active words, passive words, negative words, degree adverbs and the like) in an intelligent knowledge base, performs emotion classification according to a judgment rule, divides the emotion into 5 grades, and corresponds to different client emotions beta₈The index values are shown in table 9:

TABLE 9

Emotional level	β₈Index value
		Fifth stage	10
Fourth stage	8
		Third stage	6
Second stage	4
		First stage	2

Client wait duration beta₉：

Client wait duration beta₉And calculating the index value according to the time length of waiting reply after the message sent by the client recently in the real-time session information. The longer the client waits, the shorter it expects to be able to reach a reply, so the higher the corresponding index value setting, corresponding to β₉The index values are shown in table 10:

watch 10

Customer wait time (unit: second)	β₉Index value
		[120,+∞)	10
[105,120)	9
		[90,105)	8
[75,90)	7
		[60,75)	6
[45,60)	5
		[30,45)	4
[15,30)	3
		[0,15)	2

Number of unread messages beta₁₀：

Number of unread messages beta₁₀And calculating the index value according to the number of unread messages of the customer service to the client in the real-time session information. The larger the number of unread messages, the shorter the time it is expected to be able to reply, so the higher the corresponding setting of the index value, corresponding to β₁₀The index values are shown in table 11:

TABLE 11

Message length beta₁₁

Message length beta₁₁Index (I)The value is calculated based on the length of the client message in the real-time session information. The longer the message sent by the client, the shorter the time it is expected that a reply will be reached, so the higher the corresponding setting of the index value, corresponding to β₁₁The index values are shown in table 12:

TABLE 12

Duration of session beta₁₂：

Duration of session beta₁₂And calculating the index value according to the current session duration in the real-time session information from the time when the client accesses the artificial customer service. In order to ensure the customer experience, the longer the customer's current session time is, the better the customer service should deal with the customer, thereby shortening the duration of the one-way session. Therefore, the longer the session duration, the higher the index value, corresponding to β₁₂The index values are shown in table 13:

watch 13

Duration of current conversation (unit: second)	β₁₂Index value
		[300,+∞)	10
[270,230)	9
		[240,270)	8
[210,240)	7
		[180,210)	6
[150,180)	5
		[120,150)	4
[90,120)	3
		[60,90)	2
[30,60)	1
		[0,30)	0

The online customer service system may set a skill set of an agent and a maximum number of service customers limit, with an agent typically receiving a maximum of 4 to 5 customers simultaneously. When a customer enters a line, the operator can automatically pick up the customer as long as the number of service customers of the operator does not reach the maximum number of service customer limits. Due to screen size limitations, the agent end pages of online customer service systems are typically designed so that the agent uses different tabs to handle sessions with different customers.

In an example, the embodiment of the present invention mainly utilizes an online customer service client, an online customer service platform and an online customer service agent to form a complete online customer service system. The correlation system is a customer information component, and the online customer service system acquires detailed information (including customer grade, gender, age and the like) of the customer from the customer information component through identity ID information of the incoming line customer service, such as a mobile phone number, an identity card number, a micro signal and the like. After a customer enters a line, a system acquires customer information and customer online customer service information (including manual queuing time, repeated access times on the day and historical conversation records on the day), when the customer sends a message, a message text is analyzed by a natural language processing component to obtain message information (including problem importance and customer emotion), a urgency index is calculated in real time for each customer unread message by combining with customer real-time conversation information (including customer waiting time, number of unread messages on an agent, message length and conversation time), and service conversation tabs of different customers in an online customer service agent end page are displayed in different colors according to the urgency indexes of the labels. As the client real-time session information changes, the tab state changes every 15 seconds. The seat staff can know which client should be processed according to the prompt of the color depth, and timely process urgent messages.

As shown in fig. 1a, the method implemented by the embodiment of the present invention mainly consists of three parts: the system comprises an online customer service client, an online customer service platform and an online service agent terminal. The online customer service client is deployed in each channel front-end system. The online customer service system publishes a uniform user terminal interface, and selects a browser, installs client terminal modes such as client terminal software and the like according to different channel front end systems and different media modes. The user accesses to the online customer service system through an online service user side of channels such as the Internet, WeChat, a mobile phone client, short messages and the like, and online consultation and online help acquisition are realized. The on-line client side seat end is used by seat personnel of each customer service center, is an application platform of the customer service personnel and is realized in a B/S mode. The system consists of soft phone service, multimedia service, conversation transfer, internal communication, common question answering and the like. The seat personnel provide online service and help for the user in a multimedia mode, can receive the service request of the user and immediately establish session connection with the client, and can reply to the client in the appointed time by adopting modes of telephone, short message, mail and the like according to the client request. The online service platform is a core part of the whole system and consists of three service modules, namely basic service, intelligent service and application service. The basic service module is a command and dispatch center of the whole online customer service platform, uniformly routes and distributes each request of each channel multimedia to proper seat personnel according to a set strategy and customer service resource conditions through a system application management function, and the seat personnel and users establish a session relation. The intelligent service module uses artificial intelligent natural language processing and intelligent voice processing technology, establishes a robot knowledge base and a voice labeling training platform, and realizes intelligent services such as intelligent response, voice recognition, lexical analysis, semantic analysis, emotion analysis and intention recognition. The application service module is based on a basic service and intelligent service module, and realizes functions of client access processing, agent access processing, session message processing, intelligent customer service processing, back-end service component processing and the like. The calculation of the urgency index is processed in the session message processing module, the client information is obtained through the service processing application module, the intelligent service module processes the message and returns the session message information, and the client session information is obtained from the basic service.

As shown in fig. 1b, the method for determining a color of a tab according to an embodiment of the present invention includes the following steps:

step 1, a customer applies for manual transfer at an online customer service entrance of a front-end channel.

Step 2, the customer accesses the idle seat after queuing, the system establishes connection and acquires the online customer service information of the customer, including the manual queuing time, the repeated access times on the day, the historical conversation record and the like

And 3, acquiring customer information including customer grade, gender, age and the like through an external customer information component, and pushing the manual service welcome words.

Step 4, the client inputs the content and sends the message, and the online customer service platform processes the message

Step 5, the intelligent service module performs semantic analysis on the text content and analyzes the importance of the problem

Step 6, the intelligent service module carries out emotion analysis on the text content and analyzes the emotion of the client

And 7, acquiring real-time session information, including client waiting time, unread message number, message length and session time.

Step 8, calculating the urgency index according to the 12 factor values obtained in the above step

And 9, pushing the client message to the seat end, and reminding the client by using colors with different shades according to the urgency index value.

Step 10, the seat person selects the page label with darker color to solve the problem

And step 11, returning to the step 7 every 15 seconds to execute the unread messages which are not opened by the client, reacquiring the real-time session information to calculate the urgency index, and darkening the color.

And step 12, the seat personnel inputs reply contents and sends the reply contents to the client through the platform.

The embodiment of the invention provides an urgency index based on an online customer service method of the urgency index. The index value comprehensively analyzes various factors influencing the urgency of the client message, including client grade, problem importance, client emotion, client waiting time, unread message number, message length, conversation time, manual queuing time, repeated access times on the day, region information, client gender, age, academic information, historical conversation records and the like, and sets influence factors of the factors through big data analysis to establish a calculation model of the urgency index. The urgency index is calculated for each client unread message in real time, and the height of the urgency index is represented by red with different depths, so that an attendant is reminded to preferentially process the client messages with deeper colors, the client problem is solved in time, and the service satisfaction is improved.

According to the technical scheme of the embodiment, the online customer service manual access request is received, wherein the online customer service manual access request comprises the following steps: a customer identification; determining target client information, target session information and target online customer service information according to the online customer service manual access request; determining a urgency index corresponding to the client identification according to the target client information, the target session information and the target online customer service information; the urgency index is sent to a target seat end corresponding to the customer identification, so that the target seat end determines the display color of a tab according to the urgency index, the problem that an operator cannot predict which customer message should be preferentially processed when serving a plurality of customers simultaneously is solved, the urgency index can be calculated in real time for unread messages of each customer, the height of the urgency index is represented by red at different depths, the operator is reminded to preferentially process customer messages with deeper colors, the problem of the customer with high urgency can be solved according to the urgency degree of the customer messages in sequence by the operator, the problem of the customer with high urgency degree is solved in time, satisfactory service is provided for more customers, and service satisfaction is improved.

Fig. 2 is a schematic structural diagram of a tab color determination apparatus according to an embodiment of the present invention. The present embodiment may be applicable to the case of tab color determination, where the apparatus may be implemented in a software and/or hardware manner, and the apparatus may be integrated in any device that provides a tab color determination function, as shown in fig. 2, where the tab color determination apparatus specifically includes: a receiving module 210, a first determining module 220, a second determining module 230, and a transmitting module 240.

The receiving module is used for receiving an online customer service manual access request, wherein the online customer service manual access request comprises: a customer identification;

The product can execute the method provided by any embodiment of the invention, and has corresponding functional modules and beneficial effects of the execution method.

Fig. 3 is a schematic structural diagram of an electronic device according to a third embodiment of the present invention. FIG. 3 illustrates a block diagram of an electronic device 312 suitable for use in implementing embodiments of the present invention. The electronic device 312 shown in fig. 3 is only an example, and should not bring any limitation to the functions and the scope of the use of the embodiment of the present invention. Device 312 is a computing device for typical trajectory fitting functions.

As shown in fig. 3, electronic device 312 is in the form of a general purpose computing device. The components of the electronic device 312 may include, but are not limited to: one or more processors 316, a storage device 328, and a bus 318 that couples the various system components including the storage device 328 and the processors 316.

Bus 318 represents one or more of any of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, and a processor or local bus using any of a variety of bus architectures. By way of example, such architectures include, but are not limited to, an Industry Standard Architecture (ISA) bus, a Micro Channel Architecture (MCA) bus, an enhanced ISA bus, a Video Electronics Standards Association (VESA) local bus, and a Peripheral Component Interconnect (PCI) bus.

Electronic device 312 typically includes a variety of computer system readable media. Such media may be any available media that is accessible by electronic device 312 and includes both volatile and nonvolatile media, removable and non-removable media.

Storage 328 may include computer system readable media in the form of volatile Memory, such as Random Access Memory (RAM) 330 and/or cache Memory 332. The electronic device 312 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 334 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 3, and commonly referred to as a "hard drive"). Although not shown in FIG. 3, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a Compact disk-Read Only Memory (CD-ROM), a Digital Video disk (DVD-ROM), or other optical media) may be provided. In these cases, each drive may be connected to bus 318 by one or more data media interfaces. Storage 328 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the invention.

Program 336 having a set (at least one) of program modules 326 may be stored, for example, in storage 328, such program modules 326 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each of which may comprise an implementation of a network environment, or some combination thereof. Program modules 326 generally carry out the functions and/or methodologies of embodiments of the invention as described herein.

Electronic device 312 may also communicate with one or more external devices 314 (e.g., keyboard, pointing device, camera, display 324, etc.), with one or more devices that enable a user to interact with electronic device 312, and/or with any devices (e.g., network card, modem, etc.) that enable electronic device 312 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interfaces 322. Also, the electronic device 312 may communicate with one or more networks (e.g., a Local Area Network (LAN), Wide Area Network (WAN), and/or a public Network, such as the internet) via the Network adapter 320. As shown, a network adapter 320 communicates with the other modules of the electronic device 312 via the bus 318. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 312, including but not limited to: microcode, device drivers, Redundant processing units, external disk drive Arrays, disk array (RAID) systems, tape drives, and data backup storage systems, to name a few.

Processor 316 executes various functional applications and data processing by executing programs stored in storage 328, for example, implementing the tab color determination method provided by the above-described embodiment of the present invention:

Fig. 4 is a schematic structural diagram of a computer-readable storage medium containing a computer program according to an embodiment of the present invention. Embodiments of the present invention provide a computer-readable storage medium 61, on which a computer program 610 is stored, which when executed by one or more processors implements a tab color determination method as provided in all inventive embodiments of the present application:

Any combination of one or more computer-readable media may be employed. The computer readable medium may be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, 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.

A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.

Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

In some embodiments, the clients, servers may communicate using any currently known or future developed network Protocol, such as HTTP (Hyper Text Transfer Protocol), and may interconnect with any form or medium of digital data communication (e.g., a communications network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), the Internet (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future developed network.

The computer readable medium may be embodied in the electronic device; or may exist separately without being assembled into the electronic device.

Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, or the like, as well as conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).

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

The units described in the embodiments of the present disclosure may be implemented by software or hardware. Where the name of an element does not in some cases constitute a limitation on the element itself.

The functions described herein above may be performed, at least in part, by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), Application Specific Standard Products (ASSPs), systems on a chip (SOCs), Complex Programmable Logic Devices (CPLDs), and the like.

In the context of this disclosure, a machine-readable medium may be a tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.

Claims

1. A method for determining a color of a tab, comprising:

2. The method of claim 1, wherein determining target customer information, target session information, and target online customer service information based on the online customer service manual access request comprises:

3. The method of claim 2, wherein determining a target agent end according to the online customer service manual access request comprises:

acquiring the number of clients corresponding to at least two agent ends;

4. The method of claim 2, wherein determining a target agent end according to the online customer service manual access request comprises:

5. The method of claim 2, wherein determining the urgency index corresponding to the customer identification according to the target customer information, the target session information, and the target online customer service information comprises:

6. The method of claim 1, wherein sending the urgency index to a target agent end corresponding to the customer identifier, so that the target agent end determines a tab display color according to the urgency index, comprises:

7. The method of claim 1, wherein the target customer information comprises: at least one of a customer rating, a customer age, and a customer gender.

8. The method of claim 7, wherein the targeted online customer service information comprises: at least one of a manual queuing length, a repeated access time and a historical conversation record.

9. The method of claim 8, wherein determining the urgency index corresponding to the customer identification based on the target customer information, target session information, and target online customer service information comprises:

10. The method of claim 9, wherein determining at least one of a client emotional state, a level of importance of a question, a client wait time, a number of unread messages of an agent corresponding to the client, a message length, and a session time based on the target session information comprises:

11. The method of claim 10, wherein determining the urgency index corresponding to the customer identification based on at least one of the customer emotional state, the question importance level, the customer waiting duration, the number of unread messages for the customer, the message length, and the session duration comprises:

12. The method of claim 10, wherein determining the urgency index corresponding to the customer identification based on at least one of the customer emotional state, the question importance level, the customer waiting duration, the number of unread messages for the customer, the message length, and the session duration comprises:

13. A tab color determining apparatus, comprising:

14. The apparatus of claim 13, wherein the first determining module is specifically configured to:

15. The apparatus of claim 14, wherein the first determining module is specifically configured to:

acquiring the number of clients corresponding to at least two agent ends;

16. The apparatus of claim 14, wherein the first determining module is specifically configured to:

17. The apparatus of claim 14, wherein the second determining module is specifically configured to:

18. An electronic device, comprising:

one or more processors;

a memory for storing one or more programs;

the one or more programs, when executed by the one or more processors, cause the processors to implement the method of any of claims 1-12.

19. A computer-readable storage medium containing a computer program, on which the computer program is stored, characterized in that the program, when executed by one or more processors, implements the method according to any one of claims 1-12.

20. A computer program product comprising a computer program which, when executed by a processor, implements the method according to any one of claims 1-12.