CN114257524A

CN114257524A - Communication establishing method, device and equipment

Info

Publication number: CN114257524A
Application number: CN202111552210.8A
Authority: CN
Inventors: 李长林; 权佳成; 曹磊
Original assignee: Mashang Consumer Finance Co Ltd
Current assignee: Mashang Consumer Finance Co Ltd
Priority date: 2021-12-17
Filing date: 2021-12-17
Publication date: 2022-03-29

Abstract

The embodiment of the specification discloses a communication establishing method, a device and equipment, wherein the method comprises the following steps: receiving a first service request sent by a first device for a target service, wherein the first service request carries a user identifier; acquiring a user category to which a user corresponding to the user identifier belongs; determining a customer service class matched with a user class to which a user belongs based on a service distribution strategy of a target service, wherein the customer service class is obtained by classifying information of customer service and/or related information of service provided by customer service for the user; and determining information of target customer service distributed for the user based on the customer service category, sending the first service request to second equipment of the target customer service to request the second equipment to perform interconnection communication with the first equipment, and requesting the target customer service to provide service aiming at the target service for the user. By the method, the utilization rate of related services is improved, and the service efficiency of customer service is effectively improved.

Description

Communication establishing method, device and equipment

Technical Field

The present disclosure relates to the field of computer technologies, and in particular, to a communication establishing method, apparatus, and device.

Background

With the popularization of informatization, various systems and platforms for user services have been widely used. In the field of user service, in order to better provide service for a user, a service provider usually sets a customer service platform, and provides service for the user through the customer service platform.

However, because the existing customer service platform generally adopts the method that based on the number of users sending service requests and the number of devices to be connected in the devices used by the current customer service platform, customer service personnel are randomly allocated to the current users to provide services of corresponding services for the users. In the processing process, due to different behavior habits and speaking modes of different users or customer services, customer service personnel can not satisfy the users in the process of providing services for the users, even a plurality of customer personnel can be switched to respectively serve the users, so that the utilization rate of related services can be influenced, the service time of the users can be prolonged, and the service efficiency of the users is low.

Disclosure of Invention

The embodiment of the specification aims to provide a technical problem of effectively improving the utilization rate of related business and improving the service efficiency of customer service.

In order to implement the above technical solution, the embodiments of the present specification are implemented as follows:

in a first aspect, a communication establishment method provided in an embodiment of the present specification includes:

receiving a first service request sent by a first device for a target service, wherein the first service request carries a user identifier;

acquiring a user category to which a user corresponding to the user identifier belongs, wherein the user category is used for representing the difficulty degree of providing satisfactory service for the user;

determining a customer service class matched with a user class to which the user belongs based on the service distribution strategy of the target service, wherein the customer service class is obtained by classifying based on information of customer service and/or related information of service provided by customer service for the user;

and determining information of target customer service distributed to the user based on the customer service category, and sending the first service request to second equipment of the target customer service to request the second equipment to perform interconnection communication with the first equipment and request the target customer service to provide service aiming at the target service for the user.

In a second aspect, an embodiment of the present disclosure provides a communication establishing apparatus, including:

a service request receiving module configured to receive a first service request sent by a first device for a target service, where the first service request carries a user identifier;

a user category obtaining module configured to obtain a user category to which a user corresponding to the user identifier belongs, the user category being used for characterizing difficulty level of providing satisfactory service for the user;

the customer service class determining module is configured to determine a customer service class matched with a user class to which the user belongs based on the service distribution strategy of the target service, wherein the customer service class is obtained by classifying based on information of customer service and/or related information of service provided by customer service for the user;

and the service request sending module is configured to determine information of target customer service allocated to the user based on the customer service category, send the first service request to second equipment of the target customer service to request the second equipment to perform interconnection communication with the first equipment, and request the target customer service to provide service for the target service for the user.

In a third aspect, an embodiment of the present disclosure provides a communication establishing apparatus, where the communication establishing apparatus includes:

a processor; and

a memory arranged to store computer executable instructions configured for execution by the processor, the executable instructions comprising instructions for performing the steps in the method as described in the first aspect.

In a fourth aspect, the present specification further provides a storage medium for storing computer-executable instructions, where the computer-executable instructions cause a computer to perform the steps in the method as described in the first aspect.

It can be seen that, in the embodiment of the present specification, a service distribution policy based on a target service is used, then, a service class matching a user class to which a user belongs is determined, and a process of providing a service for the user is performed by using a target service of the service class matching the user class.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.

Fig. 1 is a diagram illustrating an embodiment of a communication establishment method according to the present disclosure;

fig. 2 is a schematic diagram of a communication establishment procedure according to the present disclosure;

fig. 3 is a diagram illustrating another embodiment of a communication establishment method according to the present disclosure;

fig. 4 is a diagram illustrating another embodiment of a communication establishment method according to the present disclosure;

fig. 5 is a diagram illustrating another embodiment of a communication establishment method according to the present disclosure;

fig. 6 is a flowchart of another embodiment of a communication establishment method according to the present disclosure;

fig. 7 is a diagram illustrating another embodiment of a communication establishment method according to the present disclosure;

fig. 8 is a flowchart of another embodiment of a communication establishment method according to the present disclosure;

fig. 9 is a flowchart of another embodiment of a communication establishment method according to the present disclosure;

fig. 10 is a diagram of an embodiment of a communication setup apparatus according to the present disclosure;

fig. 11 is a communication establishing apparatus according to an embodiment of the present disclosure.

Detailed Description

In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only a part of the embodiments of the present specification, and not all of the embodiments. All other embodiments, which can be obtained by a person skilled in the art without inventive step based on the embodiments in the present description, shall fall within the scope of protection of the present invention.

The inventive concept of the present application is as follows: in the field of user service, in order to better provide service for a user, a service provider usually sets a customer service platform, and provides service for the user through the customer service platform. However, because the existing customer service platform generally adopts the method that based on the number of users sending service requests and the number of devices to be connected in the devices used by the current customer service platform, customer service personnel are randomly allocated to the current users to provide services of corresponding services for the users. In the processing process, due to different behavior habits and speaking modes of different users or customer services, customer service personnel can not satisfy the users in the process of providing services for the users, even a plurality of customer personnel can be switched to respectively serve the users, so that the utilization rate of related services can be influenced, the service time of the users can be prolonged, and the service efficiency of the users is low. Based on the above problems, in the technical scheme, a service distribution policy based on a target service is used, then, a customer service class matched with a user class to which a user belongs is determined, and a process of providing services for the user is performed through a target customer service of the customer class matched with the user class.

As shown in fig. 1, an execution main body of the method may be a server, where the server may be an independent server, or a server cluster composed of a plurality of different servers, and the server may be a background server of a certain website, or a server providing business services, and may be specifically set according to an actual situation. The method can be applied to processing of a certain service and the like.

As shown in fig. 2, a system architecture corresponding to the communication establishment method in the embodiment of the present disclosure may include a server 201, one or more first devices 202, and one or more second devices 203, where the server 201 is in communication connection with each of the first devices 202 and the second devices 203, and the first devices 202 and the second devices 203 may include multiple types, for example, mobile terminal devices such as a mobile phone and a tablet computer, terminal devices such as a notebook computer, and wearable devices such as a smart watch and a bracelet. The first user device 202 may send a first service request for a certain service to the server 201, where the server 201 obtains a user class to which a user corresponding to a user identifier belongs, then determines a service class matching the user class to which the user belongs based on a service allocation policy of a target service, and then determines information of a target service allocated to the user based on the service class, and sends the first service request to the second device 203 of the target service, so that the second device 203 of the target service is requested to perform interconnection communication with the first user device 202, and the target service is requested to provide a service for the target service for the user.

The method may specifically comprise the steps of:

in step S102, a first service request sent by a first device for a target service is received, where the first service request carries a user identifier.

The first device may be the terminal device 202 as described above, and the first device may be a mobile terminal device, a wearable device, or other devices, and may be specifically set according to actual situations. The target service may be any service, for example, a network exception handling service, a commodity detail consulting service, and the like, and may be specifically set according to an actual situation. The user identifier may be account information corresponding to the target service, or may also be an identifier of a terminal device of the user, and the like, which is not specifically limited in this embodiment of the specification.

In an optional implementation manner, a target application corresponding to a target service may be installed in the first device, when a user needs to request a service for the target service, the target application installed in the first device may be triggered, the terminal device displays an application interface corresponding to the target application, and the user may select a service identifier corresponding to the target service in the application interface, so that the terminal device may obtain the user identifier corresponding to the target service, then may generate a first service request based on the obtained user identifier, and may send the first service request to the server, so that the server may obtain the first service request sent by the first device for the target service.

In step S104, a user category to which the user corresponding to the user identifier belongs is obtained, and the user category is used to characterize the difficulty level of providing a satisfactory service for the user.

As an example, different users may be classified in advance according to the magnitude of the probability of the first risky behavior occurring according to actual situations, for example, 3 user categories may be set, where different user categories may correspond to different ranges of the probability of the first risky behavior occurring, such as 3 ranges greater than 80%, greater than or equal to 40%, and less than or equal to 80%, and less than 40%, and each range may correspond to a corresponding user type, and based on this, the user categories may be a category corresponding to a user with a higher probability of the first risky behavior, a category corresponding to a user with a moderate probability of the first risky behavior, a category corresponding to a user with a lower probability of the first risky behavior, and the like; or, the user category may also be a user category with high service requirement, a user category with moderate service requirement, a category corresponding to a user with general service requirement, and the like. Alternatively, the user categories may be further divided according to emotions or emotional conditions of the users, for example, the user categories may be categories corresponding to users whose emotions are easy to be impatient, categories corresponding to users whose emotions are mild, and the like.

It should be noted that, the method provided in this specification may classify different users in advance based on a preset user classification rule in advance based on a history of communication between the user and the customer service, so as to obtain user categories corresponding to user identifiers, and store the obtained user identifiers and corresponding user categories in a preset storage area of the server correspondingly. In this way, when the server receives, through the processing in step S102, the first service request sent by the first device for the target service, the user category to which the user corresponding to the user identifier belongs may be obtained from the correspondence stored in the preset storage area based on the user identifier.

In step S106, based on the service distribution policy of the target service, a service class matching the user class to which the user belongs is determined, and the service class is obtained by classifying based on information of the service and/or information related to service provided by the service for the user.

As an example, different customer services may be classified in advance according to information of the customer service and/or information related to the service provided by the customer service for the user, for example, 3 customer service categories may be set, and different customer services may be classified according to a magnitude of a first risk behavior probability existing in the service provided for the user, and different customer service categories may correspond to different ranges of the first risk behavior probability existing in the service provided for the user, based on which, the customer service categories may be a category corresponding to a service having a higher first risk behavior probability for the service provided for the user, a category corresponding to a service having a moderate first risk behavior probability for the service provided for the user, and a category corresponding to a service having a lower first risk behavior probability for the service provided for the user; alternatively, the customer service may be classified based on the evaluation of the customer service, for example, the customer service category may be a category corresponding to a customer service with a high user goodness, a category corresponding to a customer service with a moderate user goodness, or a category corresponding to a customer service with a low user goodness. Alternatively, the customer service may be classified according to emotional or emotional conditions during the process of providing the service by the customer service, for example, the customer service category may also be a category corresponding to a customer service whose emotion is easily impatient, a category corresponding to a customer service whose emotion is mild, a category corresponding to a customer service whose emotion is a neutral type, and the like.

It should be noted that, the method provided in the embodiment of the present specification may set a service allocation policy of the target service in advance based on the target service, where the service allocation policy may be a service that is allocated to different service categories according to user categories. As an example, the service allocation policy may be: and distributing customer service with lower first risk behavior probability for the service provided by the user for the user with higher first risk behavior probability, and distributing the customer service with moderate first risk behavior probability for the service provided by the user for the user with moderate first risk behavior probability and other related information. Alternatively, the service allocation policy may be: the method includes the steps that customer service with low first risk behavior probability is distributed to users with impatient emotions, relevant information such as customer service with mild emotions is distributed to users with moderate complaint frequency, and the specific content of the service distribution strategy for setting the target service based on the target service is not specifically limited.

In step S108, based on the service category, information of the target service allocated to the user is determined, and the first service request is sent to the second device of the target service, so as to request the second device to perform interconnection communication with the first device, and request the target service to provide a service for the target service for the user.

In an optional implementation manner, after the server determines the service category matching the user category to which the user belongs through the processing in step S106, it may search for a device to be connected (or a device that is idle) in devices used by the customer service corresponding to the service category based on the service category, randomly select one device from the devices to be connected, determine information of the service corresponding to the determined device as information of a target service allocated to the user, or select a device with the largest number of interactions with the first device from the devices to be connected, determine information of the service corresponding to the device as information of the target service allocated to the user, and then send a first service request to a second device of the target service to request the second device to perform interconnection communication with the first device, and requesting the target customer service to provide the user with manual service related to the target service.

It can be seen that, in the embodiment of the present specification, a service distribution policy based on a target service is used, then, a service class matching a user class to which a user belongs is determined, and a process of providing a service to the user is performed by using a target service of the service class matching the user class.

Further, in order to determine the user category information more accurately to further improve the accuracy of the interconnection communication between the first device (e.g., the client device) and the second device (e.g., the customer service device), as shown in fig. 3, the following processes of step S302-step S304 may be further performed before step S102.

In step S302, user information corresponding to the user identifier is obtained, where the user information includes one or more of first historical emotional feature information, first historical sensitive word information, and a user portrait.

By way of example, the user information may include first historical affective characteristic information, first historical sensitive word information, and user portrait information, which may be used as an effective tool for outlining user appeal, product design direction, and the like, and the user portrait information may include, for example: one or more of a risk level for the presence of the first risk activity, a user age, a user gender; the first historical emotional characteristic information is obtained from an interaction record between a user corresponding to the user identifier and a customer service providing service for the user, and the first historical emotional characteristic at least comprises: negative emotion ratio, maximum continuous negative emotion number, continuous negative emotion text number and the like. The first history sensitive word information may be words of abuse nature, words of threat or the like.

In step S304, the user information is input into the first analysis model, and the user category corresponding to the user identifier is obtained.

As an example, the user categories may include: the method comprises the following steps that one or more of a first sub-user category, a second sub-user category and a third sub-user category are selected, wherein users in the first sub-user category are users with a first risk behavior tendency degree larger than a first preset threshold, users in the second sub-user category are users with the first risk behavior tendency degree smaller than the first preset threshold and larger than a second preset threshold, users in the third sub-user category are users with the first risk behavior tendency degree smaller than the second preset threshold, and the first risk behavior tendency degree is used for representing the behavior tendency degree of dissatisfaction of the users on the provided service.

In an optional implementation manner, taking the first preset threshold as 90 and the second preset threshold as 60 as an example, if the user information is input into the first analysis model, and the first risk behavior tendency existing degree corresponding to the user identifier is obtained as 95, the user category corresponding to the user identifier may be output as the first sub-user category through the first analysis model. If the user information is input into the first analysis model, and the first risk behavior tendency degree corresponding to the user identifier is obtained to be 70, the user category corresponding to the user identifier can be output as the second sub-user category through the first analysis model. If the user information is input into the first analysis model, and the first risk behavior tendency degree corresponding to the user identifier is obtained to be 30, the user category corresponding to the user identifier may be output as the third sub-user category through the first analysis model. Wherein the first analysis model may be a model obtained by training in advance based on a first preset number of user information samples, the model can set corresponding weight for the emotional characteristic information, sensitive word information, user portrait and the like corresponding to the user information sample in the training process, then, based on the feature information included in the emotion feature information corresponding to the user information sample and the weight corresponding to the emotion feature information corresponding to the user information sample, the characteristic information contained in the sensitive word characteristic information corresponding to the user information sample, the weight corresponding to the sensitive word characteristic information corresponding to the user information sample, and performing iterative training on the model by using feature information contained in the user portrait corresponding to the user information sample and the weight corresponding to the user portrait corresponding to the user information sample.

In an alternative implementation, it is assumed that the feature information of the user representation may include one or more of a risk level of the first risk behavior, a user age, and a user gender, and the weight corresponding to the ith feature included in the user representation is w_i(ii) a The first historical emotional characteristic information comprises one or more of negative emotional proportion, maximum continuous negative emotional number and continuous negative emotional text number, and the weight corresponding to the ith characteristic contained in the first historical emotional characteristic information is x_i(ii) a The first history sensitive word information comprises one or more of words of abuse nature and words of threat or terrorism nature, and the weight corresponding to the ith characteristic contained in the first sensitive word information is y_i(ii) a The first analytical model described above may be based on the following formula:

user IDscore ═ O + P + Q,

the user category is scored to obtain a first score corresponding to the user, if the first score is smaller than a first preset score threshold, the user category can be output as a first sub-user category through the first analysis model, if the first score is larger than the first preset score threshold and smaller than a second preset score threshold, the user category can be output as a second sub-user category through the first analysis model, and if the first score is larger than the second preset score threshold, the user category can be output as a third sub-user category through the first analysis model.

Wherein, the value O can represent the value corresponding to the user portrait, and the value O can be represented by the following formula:

O_ithe ith feature of the user image can be characterized; w is a_iThe weight corresponding to the ith characteristic can be characterized; a may characterize the number of user portrait features. The P may represent a score corresponding to the first historical emotional characteristic information, and the score may be obtained by the following formula:

p_ian ith feature that can characterize the first historical emotional feature; x is the number of_iThe weight corresponding to the ith characteristic can be characterized; b can characterize the number of the first historical emotional characteristics. The Q may represent a score corresponding to the first history sensitive word information, and the score may be obtained by the following formula:

p_ithe ith characteristic of the first history sensitive word information can be represented; y is_iThe weight corresponding to the ith characteristic can be characterized; c may characterize the number of first historical affective features.

Therefore, by the method for determining the user type according to the user information based on the acquired user information and the first analysis model, the server can accurately determine the user type under the condition that the server receives the first service request sent by the user equipment, so that the user type can be matched with corresponding customer service personnel to serve the user based on the user type, and satisfactory service can be timely and effectively provided for the user.

Further, in order to obtain more accurate customer service category information to further improve the accuracy of the interconnection communication between the first device and the second device, as shown in fig. 4, the following processing from step S402 to step S404 may be executed before step S102.

In step S402, a service identifier is obtained, and information of a service corresponding to the service identifier is obtained, where the information of the service includes one or more of second historical emotional characteristic information, second historical sensitive word information, and a service portrait.

By way of example, the customer service representation information may include, for example: the service provided for the user has one or more of risk level, good rating and bad rating of the first risk behavior; the second historical emotional characteristic information is obtained from an interaction record between a user corresponding to the user identifier and a customer service providing service for the user, and the second historical emotional characteristic at least comprises: negative emotion ratio, maximum continuous negative emotion number, continuous negative emotion text number and the like. The second history sensitive word information may be words of abuse nature, words of threat or the like.

In step S404, the information of the customer service is input into the second analysis model, and the customer service category corresponding to the customer service identifier is obtained.

By way of example, the aforementioned customer service categories may include: the service system comprises one or more of a first sub-service class, a second sub-service class and a third sub-service class, wherein the service of the first sub-service class is the service with the first risk behavior tendency degree smaller than a third preset threshold value for the service provided by the user, the service of the second sub-service class is the service with the first risk behavior tendency degree larger than the third preset threshold value and smaller than a fourth preset threshold value for the service provided by the user, and the service of the third sub-service class is the service with the first risk behavior tendency degree larger than the fourth preset threshold value for the service provided by the user.

In an optional implementation manner, taking the third preset threshold as 10 and the fourth preset threshold as 50 as an example, if the information of the customer service is input into the second analysis model, and the first risk behavior tendency degree of the service provided for the user corresponding to the customer service identifier is obtained as 5, the customer service category corresponding to the customer service identifier may be output as the first sub-customer service category through the second analysis model. If the information of the customer service is input into the second analysis model, and the first risk behavior tendency degree of the service provided for the user corresponding to the customer service identification is 30, the customer service type corresponding to the user identification can be output as the second sub-customer service type through the second analysis model. And if the information of the customer service is input into the second analysis model, and the first risk behavior tendency degree of the service provided for the user corresponding to the customer service identification is 60, outputting the customer service type corresponding to the customer service identification as a third sub-customer service type through the second analysis model.

Wherein the second analysis model may be a model obtained by training in advance based on a first preset number of customer service information samples, the second analysis model can set corresponding weight for the emotional characteristic information, the sensitive word information, the customer service portrait and the like corresponding to the customer service information sample in the training process, then, based on the feature information included in the emotional feature information corresponding to the customer service information sample and the weight corresponding to the emotional feature information corresponding to the customer service information sample, the characteristic information contained in the sensitive word characteristic information corresponding to the customer service information sample, the weight corresponding to the sensitive word characteristic information corresponding to the customer service information sample, and performing iterative training on the model by using the characteristic information contained in the customer service portrait corresponding to the customer service information sample and the weight corresponding to the customer service portrait corresponding to the customer service information sample.

In an optional implementation manner, it is assumed that the feature information of the customer service representation includes one or more of a risk level and a favorable rating of the presence of the first risk behavior for the service provided by the user, and the weight corresponding to the ith feature included in the customer service representation is w'_i(ii) a The second historical emotional characteristic information comprises negative emotional proportion and maximum continuous negativeOne or more negative emotion text numbers are continuously appeared to the emotion number, and the weight corresponding to the ith feature included in the second historical emotion feature information is x'_i(ii) a The second history sensitive word information comprises one or more of words of abusive nature and words of threat terrorism nature, and the weight corresponding to the ith characteristic contained in the second sensitive word information is y'_i(ii) a The first analytical model described above may be based on the following formula:

customer service IDscore ═ O ' + P ' + Q '

And scoring the customer service category to obtain a second score corresponding to the customer service, if the second score is greater than a third preset score threshold, outputting the customer service category as a first sub-customer service category through the second analysis model, if the second score is smaller than the third preset score threshold and greater than a fourth preset score threshold, outputting the customer service category as a second sub-customer service category through the second analysis model, and if the second score is smaller than the fourth preset score threshold, outputting the customer service category as a third sub-customer service category through the second analysis model.

Wherein, the above-mentioned O' can represent the corresponding score of the customer service portrait, and the score can be represented by the following formula:

O′_ithe ith characteristic of the customer service image can be represented; w'_iThe weight corresponding to the ith characteristic can be characterized; a can represent the number of the customer service portrait characteristics. The value P' may represent a value corresponding to the second historical emotional characteristic information, and the value may be represented by a formula:

p′_ian ith feature that can characterize the second historical emotional feature; x'_iThe weight corresponding to the ith characteristic can be characterized; b may beAnd characterizing the number of the second historical emotional features. The value Q' may represent a score corresponding to the second history sensitive word information, and the score may be obtained by the following formula:

p’_ithe ith characteristic of the second history sensitive word information can be represented; y'_iThe weight corresponding to the ith characteristic can be characterized; c may characterize the number of second historical affective features.

Therefore, by the method for determining the customer service type according to the customer service information obtained by the method and the customer service information obtained by the second analysis model, the server can accurately determine the customer service type for providing service for the user under the condition that the server receives the first service request sent by the user equipment, so that the service personnel matching the corresponding customer service type for the user type can be served for the user based on the determined user type, and satisfactory service can be provided for the user timely and effectively.

The specific processing procedures of the above steps can refer to the related contents, and are not described herein again.

Further, the process of determining the customer service category matched with the user category to which the user belongs in the step S106 based on the service allocation policy of the target service may be various, and an alternative processing method is provided below, as shown in fig. 5, which may specifically include the following processes of step S1062 to step S1064.

In step S1062, a first customer service category matching the user category to which the user belongs is determined based on the service allocation policy of the target service.

In step S1064, a service category matching the user category to which the user belongs is determined based on a first service category, which is the service category with the lowest level matching the user category.

In some alternative implementations, different customer services may have different level levels, as described above, different level levels may be classified for different customer services according to a risk level of a first risk behavior for a service provided by a user, so as to obtain different customer service categories corresponding to the customer services, and based on the first customer service category, a customer service category matching the user category may be determined from the first customer service category and a level higher than the first customer service category.

Further, the process of determining the customer service category matching the user category to which the user belongs in step S1064 based on the first customer service category may be various, and an alternative processing method is provided below, as shown in fig. 6, which may specifically include the following processes of step S10642 to step S10650.

In step S10642, if the user category is the first sub-user category, the first service category matching the user category is determined to be the first sub-service category.

In step S10644, if the user category is the second sub-user category and it is detected that there is a device to be connected in the devices used by the customer service corresponding to the first sub-customer service category, it is determined that the first customer service category matching the user category is the first sub-customer service category.

In step S10646, if the user category is the second sub-user category and it is detected that there is no device to be connected in the devices used by the customer service corresponding to the first sub-customer service category, it is determined that the first customer service category matching the user category is the second sub-customer service category.

In step S10648, if the user category is the third sub-user category and it is detected that there is a device to be connected in the devices used by the customer service corresponding to the second sub-customer service category, it is determined that the first customer service category matching the user category is the second sub-customer service category.

In step S10650, if the user category is the third sub-user category and it is detected that there is a device to be connected in the devices used by the customer service corresponding to the second sub-customer service category, it is determined that the first customer service category matching the user category is the third sub-customer service category.

Further, in order to further improve the accuracy of the interconnection communication between the first device and the second device, before sending the first service request to the second device of the target customer service in step S108, the method may further include the following specific processing procedure from step a2 to step a 4.

In step a2, customer service presentation information corresponding to the user category is generated, and the customer service presentation information is used to present information of the user category to the target customer service.

In step a4, the customer service reminder information is sent to the second device of the target customer service.

Therefore, before the second device of the target customer service establishes communication connection with the first device, the prompt message is sent to the second device of the target customer service, so that the target customer service can acquire the user category to be communicated in advance, and the efficiency and accuracy of the target customer service operation can be improved.

The communication establishing method is described in detail below through a specific application scenario, where the first risk behavior may be a complaint behavior, and the first risk behavior of the service provided for the user may be a complaint, and as shown in fig. 7, the method may specifically include the following steps:

in step B2, the first device sends a first service request for the target service to the server.

In an alternative implementation, when a user needs to request service for a target service, a call can be made to the target service party.

In step B4, a first service request sent by the first device for the target service is received, where the first service request carries the user identifier.

As an example, the user identifier may be a telephone number of an incoming call of the user.

In step B6, a user type search is performed according to the user identifier, and a user category to which the user corresponding to the user identifier belongs is obtained.

The user category may be determined according to a complaint behavior of the user, for example, the frequency of a complaint of a certain user is very high, which may include malicious complaints, and for this situation, a blacklist customer category may be set, and some users may not be completely satisfied with a service provided by a certain customer service, so that a potential complaint customer type may be formed, and in addition, some users may be basically satisfied with a service provided by a certain customer service and may not have a complaint behavior, so that a regular customer category may be formed, and the like, and may specifically be set according to an actual situation.

In an optional implementation manner, after the server receives the first service request sent for the target service party through the processing of the above steps, the server may retrieve the user type based on the incoming call of the user, so as to obtain the user category to which the user corresponding to the user identifier belongs.

In step B8, based on the service distribution policy of the target service, a service class matching the user class to which the user belongs is determined, and the service class is obtained by classifying based on the information of the service and/or the information related to the service provided by the service to the user.

The customer service category may be determined according to the complaint situation, for example, the customer service category may be divided based on the number of complaints that exist in a preset time period: the customer service categories include gold card customer service category, silver card customer service category, copper card customer service category and the like, or the customer service categories can be further divided based on the combination of the number of complaints of the customer by the user and other related information (such as good rating, bad rating, working life and the like): the card customer service category, the silver card customer service category, the copper card customer service category and the like can be set according to actual conditions.

In step B10, based on the service category, determining information of the target service allocated to the user, and sending the first service request to the second device of the target service to request the second device to perform interconnection communication with the first device, and requesting the target service to provide the service for the target service for the user.

The service allocation policy of the target service may include:

if the user category is the blacklist user category, determining that the customer service category matched with the user category is the gold medal customer service category;

if the user category is a potential complaint user category and the fact that the equipment to be connected exists in the equipment used by the customer service corresponding to the gold card customer service category is detected, determining that the customer service category matched with the user category is the gold card customer service category;

if the user category is a potential complaint user category and no equipment to be connected exists in the equipment used by the customer service corresponding to the gold card customer service category, determining that the customer service category matched with the user category is a silver card customer service category;

if the user category is a conventional user category and the fact that the equipment to be connected exists in the equipment used by the customer service corresponding to the silver card customer service category is detected, determining that the customer service category matched with the user category is the silver card customer service category;

and if the user category is a conventional user category and the devices to be connected exist in the devices used by the customer service corresponding to the silver-card customer service category, determining that the customer service category matched with the user category is the copper-card customer service category.

It can be seen that, in the embodiments of the present specification, a service distribution policy based on a target service is used, then, a service class matching a user class to which a user belongs is determined, and a process of providing a service to the user is performed by using a target service of the service class matching the user classSatisfactory service. Based on the above, to further specifically explain the determination process of the user category and the client category, the embodiment of the present specification further provides a specific application scenario in which, as an example, the first risk behavior is described as a risk behavior related to a complaint behavior, as shown in fig. 8, the user information may include a user portrait, first historical emotional characteristic information, and first historical sensitive word information, and the user portrait may include a complaint number O₁Overdue amount O₂Overdue times O_nCorresponding to the number of complaints O present₁Corresponding weight is w₁The overdue amount O₂Corresponding weight is w₂With the number of overdue times O_nCorresponding weight is w_n. The first historical emotional characteristic information may include: negative emotion ratio P₁Maximum continuous negative feeling number P₂Continuously appearing negative emotion text number P_mEtc. corresponding to the above negative emotional proportion P₁The corresponding weight is x₁And the maximum continuous negative feeling number P₂The corresponding weight is x₂Number P of negative emotion texts continuously appearing with the above_mThe corresponding weight is x_m. The first history sensitive word information Q comprises words Q of abuse nature₁Word Q of threat₂And the term Q related to black and yellow_tEtc., corresponding to the words Q of the above-mentioned abusive nature₁Corresponding weight y₁Word Q of a threat threatening nature as described above₂Corresponding weight is y₂The term Q related to the above-mentioned properties of black and yellow_tCorresponding weight y_t。

The first analytical model described above may be based on the following formula:

user IDscore ═ O + P + Q,

the user category is scored to obtain a first score corresponding to the user, threshold judgment is performed based on the first score, and the user category can be classified into: a blacklisted user category, a potential complaint user category, and a regular customer category.

For example, if the first score is smaller than a first preset score threshold, the user category may be output as a blacklisted user category through the first analysis model, if the first score is greater than the first preset score threshold and smaller than a second preset score threshold, the user category may be output as a potentially-risky-behavior-complaint user category through the first analysis model, and if the first score is greater than the second preset score threshold, the user category may be output as a regular user category through the first analysis model. As described above, for example, the first preset threshold is 90, the second preset threshold may be 60, when the first score is less than 95, the first analysis model may output that the user category is a blacklisted user category, if the first score is 70, the first analysis model may output that the user category is a potentially-risky-behavior-complaint user category, and if the first score is 30, the first analysis model may output that the user category is a regular user category.

In an alternative implementation, as shown in fig. 9, as shown in fig. 6, the information of the customer service includes a customer service portrait, second historical emotional characteristic information, and second historical sensitive word information, and the customer service portrait characteristic information O' may include: number of complained to O'₁Year of employment O'₂Good assessment rate O'_nCorresponding to the above complaint frequency O'₁The corresponding weight is w'₁And the year of employment O 'of the above'₂The corresponding weight is w'₂And the above-mentioned good score of O'_nThe corresponding weight is w'_n. The second historical emotional characteristic information P 'comprises negative emotional duty ratio P'₁And a maximum continuous negative emotion number p'₂And a negative emotion text number p 'appears continuously'_mCorresponding to the negative emotion ratio p'₁The corresponding weight is x'₁And p 'of the above maximum continuous negative emotion number'₂The corresponding weight is x'₂And a negative emotion text number p 'continuously appearing from the above'_mThe corresponding weight is x'_m. The second historically sensitive word information Q ' comprises a word Q ' of abusive nature '₁Of threat nature Q'₂And the term Q 'referring to the black to yellow nature'₃Corresponding to the word Q 'of the nature of the aforesaid abuse'₁Corresponding weight y'₁Of the nature of threat Q'₂The corresponding weight is y'₂And the above-mentioned term Q 'related to black and yellow'₃Corresponding weight y'₃。

The second analytical model described above may be based on the formula:

customer service IDscore ═ O ' + P ' + Q ',

the customer service category is scored to obtain a second score corresponding to the customer service, threshold judgment is carried out based on the second score, and the customer service category can be classified into: gold card customer service category, silver card customer service category, and copper card customer service category.

For example, if the second score is smaller than a first preset score threshold, the user class may be output as a bronze medal customer service class through the second analysis model, if the second score is larger than the first preset score threshold and smaller than a second preset score threshold, the user class may be output as a silver medal customer service class through the second analysis model, and if the second score is larger than the second preset score threshold, the user class may be output as a gold medal customer service class through the second analysis model. As described above, for example, when the first preset score threshold is 60 and the second preset score threshold is 80, if the second score is 50, the second analysis model may output that the customer service class is a copper customer service class, if the second score is 70, the second analysis model may output that the customer service class is a silver customer service class, and if the second score is 90, the second analysis model may output that the customer service class is a gold customer service class.

It can be seen that, in the embodiment of the present specification, a service distribution policy based on a target service is used, then, a customer service class matched with a user class to which a user belongs is determined, and a process of providing a service for the user is performed through a target customer service of the customer service class matched with the user class.

Based on the same idea, the communication establishing method provided by the embodiment of the present specification further provides a communication establishing device including all functional units of the server in the embodiment as described above, as shown in fig. 10.

The communication establishing device comprises: a service request receiving module 1001, a user category obtaining module 1002, a customer service category determining module 1003, and a service request sending module 1004, wherein:

a service request receiving module 1001 configured to receive a first service request sent by a first device for a target service, where the first service request carries a user identifier;

a user category obtaining module 1002, configured to obtain a user category to which a user corresponding to the user identifier belongs, where the user category is used to characterize difficulty level of providing a satisfactory service for the user;

a service class determining module 1003 configured to determine, based on the service distribution policy of the target service, a service class matching a user class to which the user belongs, where the service class is obtained by classifying based on information of a service and/or related information of a service provided by a service for the user;

a service request sending module 1004, configured to determine, based on the service category, information of a target service allocated to the user, send the first service request to a second device of the target service, so as to request the second device to perform interconnection communication with the first device, and request the target service to provide a service for the target service for the user.

Optionally, the apparatus further comprises:

the user information acquisition module is configured to acquire user information corresponding to the user identification, wherein the user information comprises one or more of first historical emotional characteristic information, first historical sensitive word information and a user portrait;

and the user information input module is configured to input the user information into the first analysis model to obtain a user category corresponding to the user identifier.

Optionally, the user categories include: the method comprises the following steps that one or more of a first sub-user category, a second sub-user category and a third sub-user category are selected, wherein users of the first sub-user category are users with a first risk behavior tendency degree larger than a first preset threshold, users of the second sub-user category are users with a first risk behavior tendency degree smaller than the first preset threshold and larger than a second preset threshold, users of the third sub-user category are users with a first risk behavior tendency degree larger than the second preset threshold, and the first risk behavior tendency degree is used for representing the behavior tendency degree of dissatisfaction of users on provided services.

Optionally, the apparatus further comprises:

the customer service information acquisition module is configured to acquire a customer service identifier and acquire information of customer service corresponding to the customer service identifier, wherein the information of the customer service comprises one or more of second historical emotional characteristic information, second historical sensitive word information and customer service portrait;

and the customer service information input module is configured to input the information of the customer service into a second analysis model to obtain a customer service category corresponding to the customer service identification.

Optionally, the customer service categories include: the service system comprises one or more of a first sub-service category, a second sub-service category and a third sub-service category, wherein the service of the first sub-service category is the service providing the user with the first risk behavior tendency degree smaller than a third preset threshold, the service of the second sub-service category is the service providing the user with the first risk behavior tendency degree larger than the third preset threshold and smaller than a fourth preset threshold, and the service of the third sub-service category is the service providing the user with the first risk behavior tendency degree larger than the fourth preset threshold.

Optionally, the customer service category determining module includes:

a first customer service class determination unit configured to determine a first customer service class matching a user class to which the user belongs based on a service distribution policy of the target service;

and the customer service class determining unit is configured to determine a customer service class matched with a user class to which the user belongs based on the first customer service class, wherein the first customer service class is the customer service class matched with the user class and has the lowest level grade.

Optionally, the customer service category determining unit includes:

a first determining subunit, configured to determine that the first customer service category matched with the user category is a first sub-customer service category if the user category is a first sub-user category;

a second determining subunit, configured to determine, if the user category is a second sub-user category and it is detected that there is a device to be connected in devices used by the customer service corresponding to the first sub-customer service category, that the first customer service category matched with the user category is the first sub-customer service category;

a third determining subunit, configured to determine that the first customer service category matched with the user category is a second sub-customer service category if the user category is the second sub-user category and it is detected that there is no device to be connected in devices used by customer services corresponding to the first sub-customer service category;

a fourth determining subunit, configured to determine that the first customer service category matched with the user category is the second sub-customer service category if the user category is the third sub-user category and it is detected that there is a device to be connected in devices used by customer services corresponding to the second sub-customer service category;

a fifth determining subunit, configured to determine that the first customer service category matched with the user category is a third sub-customer service category if the user category is a third sub-user category and it is detected that there is a device to be connected in devices used by customer services corresponding to the second sub-customer service category.

Optionally, the apparatus further comprises:

a prompt message generation module configured to generate customer service prompt messages corresponding to the user categories, where the customer service prompt messages are used to prompt the target customer service with the information of the user categories;

and the prompt information sending module is configured to send the customer service prompt information to the second equipment of the target customer service.

Optionally, the user information includes first historical emotional characteristic information, first historical sensitive word information, and user portrait information, and the user portrait information includes: one or more of a risk level for the presence of the first risk activity, a user age, a user gender; the first historical emotional characteristic information is obtained based on an interaction record between a user corresponding to the user identification and a customer service providing service for the user, and the first historical emotional characteristic at least comprises: negative emotion ratio.

Optionally, the information of the customer service includes second historical emotional characteristic information, second historical sensitive word information, and customer service portrait information, and the customer service portrait information includes: providing a service for a user with one or more of a risk level, a goodness rating of a first risk; the second historical emotional characteristic information is obtained from an interaction record between a user corresponding to the user identification and a customer service providing service for the user, and the second historical emotional characteristic at least comprises: negative emotion ratio.

The communication establishing device provided in the embodiments of the present specification can implement each process in the embodiments corresponding to the communication establishing method, and is not described herein again to avoid repetition.

It should be noted that the communication establishing apparatus provided in the embodiment of the present disclosure and the communication establishing method provided in the embodiment of the present disclosure are based on the same inventive concept, and therefore, specific implementation of the embodiment may refer to implementation of the communication establishing method, and repeated details are not described herein.

Based on the same technical concept, the embodiment of the present disclosure further provides a communication establishing device, where the communication establishing device is configured to execute the communication establishing method, fig. 11 is a schematic diagram of a hardware structure of a communication establishing device for implementing various embodiments of the present disclosure, and the communication establishing device 1100 shown in fig. 11 includes, but is not limited to: radio frequency unit 1101, network module 1102, audio output unit 1103, input unit 1104, sensor 1105, user input unit 1106, interface unit 1107, memory 1108, processor 1109, power supply 1110, and the like. It will be understood by those skilled in the art that the communication establishing device configuration shown in fig. 11 does not constitute a limitation of the communication establishing device, and that the communication establishing device may comprise more or less components than those shown, or some components may be combined, or a different arrangement of components.

An interface unit 1107 is configured to receive a first service request sent by a first device for a target service, where the first service request carries a user identifier;

a processor 1109, configured to obtain a user category to which a user corresponding to the user identifier belongs, where the user category is used to characterize a difficulty level of providing a satisfactory service for the user;

a processor 1109, configured to determine, based on the service allocation policy of the target service, a service class that matches a user class to which the user belongs, where the service class is obtained by classifying based on information of service and/or information related to service provided by service for the user;

a processor 1109, configured to determine, based on the service category, information of a target service allocated to the user, send the first service request to a second device of the target service, so as to request the second device to perform interconnection communication with the first device, and request the target service to provide a service for the target service for the user.

In this embodiment of the present specification, the interface unit 1107 is further configured to obtain user information corresponding to the user identifier, where the user information includes one or more of first historical emotional characteristic information, first historical sensitive word information, and a user portrait;

an input unit 1104, configured to input the user information into a first analysis model, so as to obtain a user category corresponding to the user identifier.

In an embodiment of this specification, the user categories include: the method comprises the following steps that one or more of a first sub-user category, a second sub-user category and a third sub-user category are selected, wherein users of the first sub-user category are users with a first risk behavior tendency degree larger than a first preset threshold, users of the second sub-user category are users with a first risk behavior tendency degree smaller than the first preset threshold and larger than a second preset threshold, users of the third sub-user category are users with a first risk behavior tendency degree smaller than the second preset threshold, and the first risk behavior tendency degree is used for representing the behavior tendency degree of dissatisfaction of users on provided services.

In this embodiment of the present specification, the interface unit 1107 is further configured to obtain a customer service identifier, and obtain information of a customer service corresponding to the customer service identifier, where the information of the customer service includes one or more of second history emotional characteristic information, second history sensitive word information, and a customer service portrait;

an input unit 1104, configured to input the information of the customer service into a second analysis model, so as to obtain a customer service category corresponding to the customer service identifier.

In an embodiment of the present specification, the customer service categories include: the service system comprises one or more of a first sub-service category, a second sub-service category and a third sub-service category, wherein the service of the first sub-service category is the service providing the user with the first risk behavior tendency degree smaller than a third preset threshold, the service of the second sub-service category is the service providing the user with the first risk behavior tendency degree larger than the third preset threshold and smaller than a fourth preset threshold, and the service of the third sub-service category is the service providing the user with the first risk behavior tendency degree larger than the fourth preset threshold.

In this embodiment of the present specification, the processor 1109 is configured to determine, based on the service allocation policy of the target service, a first customer service category that matches a user category to which the user belongs;

a processor 1109, configured to determine, based on the first customer service category, a customer service category matching a user category to which the user belongs, where the first customer service category is a customer service category with a lowest level grade matching the user category.

In this embodiment of the present specification, the processor 1109 is configured to determine, if the user category is a first sub-user category, that the first customer service category matched with the user category is a first sub-customer service category;

a processor 1109, configured to determine that the first service category matched with the user category is a first sub-user category if the user category is a second sub-user category and it is detected that there is a device to be connected in devices used by the service corresponding to the first sub-service category;

a processor 1109, configured to determine that the first customer service category matched with the user category is a second sub-customer service category if the user category is the second sub-user category and it is detected that there is no device to be connected in the devices used by the customer service corresponding to the first sub-customer service category;

a processor 1109, configured to determine that the first customer service category matched with the user category is a second sub-customer service category if the user category is a third sub-user category and it is detected that there is a device to be connected in a device used by a customer service corresponding to the second sub-customer service category;

a processor 1109, configured to determine that the first customer service category matched with the user category is a third sub-customer service category if the user category is a third sub-user category and it is detected that there is a device to be connected in the devices used by the customer service corresponding to the second sub-customer service category.

In this embodiment, the processor 1109 is configured to generate customer service prompting information corresponding to the user category, where the customer service prompting information is used to prompt the target customer service with information of the user category;

the interface unit 1107 is configured to send the customer service notification information to the second device of the target customer service.

In an embodiment of this specification, the user information includes first historical emotional characteristic information, first historical sensitive word information, and user portrait information, and the user portrait information includes: one or more of a risk level for the presence of the first risk activity, a user age, a user gender; the first historical emotional characteristic information is obtained based on an interaction record between a user corresponding to the user identification and a customer service providing service for the user, and the first historical emotional characteristic at least comprises: negative emotion ratio.

In an embodiment of this specification, the information of the customer service includes second historical emotional characteristic information, second historical sensitive word information, and customer service portrait information, where the customer service portrait information includes: providing a service for a user with one or more of a risk level, a goodness rating of a first risk; the second historical emotional characteristic information is obtained from an interaction record between a user corresponding to the user identification and a customer service providing service for the user, and the second historical emotional characteristic at least comprises: negative emotion ratio.

It should be noted that the communication establishing device 1100 provided in this embodiment of the present disclosure can implement each process implemented by the communication establishing device in the foregoing communication establishing method embodiment, and is not described herein again to avoid repetition.

Preferably, an embodiment of the present specification further provides a communication establishing apparatus, including a processor 1109, a memory 1108, and a computer program stored in the memory 1108 and capable of running on the processor 1109, where the computer program, when executed by the processor 1109, implements each process of the communication establishing method embodiment, and can achieve the same technical effect, and is not described herein again to avoid repetition.

Further, based on the methods shown in fig. 1 to fig. 9, one or more embodiments of the present specification further provide a storage medium for storing computer-executable instruction information, in a specific embodiment, the storage medium may be a usb disk, an optical disk, a hard disk, or the like, and when the storage medium stores the computer-executable instruction information, the storage medium implements the following processes:

It should be noted that the storage medium provided in this embodiment of the present disclosure can implement each process implemented by the communication establishing device in the foregoing communication establishing method embodiment, and for avoiding repetition, details are not described here again.

The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

As will be appreciated by one skilled in the art, embodiments of the present description may be provided as a method, system, or computer program product. Accordingly, one or more embodiments of the present description may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of the present description may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

One or more embodiments of the present description may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. One or more embodiments of the specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

The above description is only an example of the present specification, and is not intended to limit the present specification. Various modifications and alterations to this description will become apparent to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present specification should be included in the scope of the claims of the present specification.

Claims

1. A method for establishing communication, the method comprising:

2. The method of claim 1, wherein prior to the receiving the first service request sent by the first device for the target service, the method further comprises:

acquiring user information corresponding to the user identification, wherein the user information comprises one or more of first historical emotional characteristic information, first historical sensitive word information and a user portrait;

and inputting the user information into a first analysis model to obtain a user category corresponding to the user identification.

3. The method of claim 2, wherein the user categories comprise: the method comprises the following steps that one or more of a first sub-user category, a second sub-user category and a third sub-user category are selected, wherein users of the first sub-user category are users with a first risk behavior tendency degree larger than a first preset threshold, users of the second sub-user category are users with a first risk behavior tendency degree smaller than the first preset threshold and larger than a second preset threshold, users of the third sub-user category are users with a first risk behavior tendency degree smaller than the second preset threshold, and the first risk behavior tendency degree is used for representing the behavior tendency degree of dissatisfaction of users on provided services.

4. The method of claim 3, further comprising:

acquiring a customer service identifier and acquiring information of customer service corresponding to the customer service identifier, wherein the information of the customer service comprises one or more of second historical emotional characteristic information, second historical sensitive word information and a customer service portrait;

and inputting the information of the customer service into a second analysis model to obtain a customer service category corresponding to the customer service identification.

5. The method of claim 4, wherein the class of customer service comprises: the service system comprises one or more of a first sub-service category, a second sub-service category and a third sub-service category, wherein the service of the first sub-service category is the service providing the user with the first risk behavior tendency degree smaller than a third preset threshold, the service of the second sub-service category is the service providing the user with the first risk behavior tendency degree larger than the third preset threshold and smaller than a fourth preset threshold, and the service of the third sub-service category is the service providing the user with the first risk behavior tendency degree larger than the fourth preset threshold.

6. The method of claim 5, wherein determining the class of customer service matching the class of users to which the user belongs based on the service allocation policy of the target service comprises:

determining a first customer service class matched with a user class to which the user belongs based on the service distribution strategy of the target service, wherein the first customer service class is the customer service class with the lowest level grade matched with the user class;

and determining a customer service class matched with the user class to which the user belongs based on the first customer service class.

7. The method of claim 6, wherein determining a customer service category that matches a user category to which the user belongs based on the first customer service category comprises:

if the user category is a first sub-user category, determining that the first customer service category matched with the user category is a first sub-customer service category;

if the user category is a second sub-user category and the fact that the devices to be connected exist in the devices used by the customer service corresponding to the first sub-customer service category is detected, determining that the first customer service category matched with the user category is the first sub-customer service category;

if the user category is a second sub-user category and no equipment to be connected exists in the equipment used by the customer service corresponding to the first sub-customer service category, determining that the first customer service category matched with the user category is the second sub-customer service category;

if the user category is a third sub-user category and it is detected that devices to be connected exist in devices used by customer services corresponding to the second sub-customer service category, determining that the first customer service category matched with the user category is the second sub-customer service category;

and if the user category is a third sub-user category and the fact that the devices to be connected exist in the devices used by the customer service corresponding to the second sub-customer service category is detected, determining that the first customer service category matched with the user category is the third sub-customer service category.

8. A communication establishing apparatus, comprising:

9. A communication establishing apparatus, characterized in that the communication establishing apparatus comprises:

a processor; and

a memory arranged to store computer executable instructions configured for execution by the processor, the executable instructions comprising instructions for performing the steps in the method of any one of claims 1-7.

10. A storage medium for storing computer-executable instructions for causing a computer to perform the method of any one of claims 1-7.