CN114385898A

CN114385898A - Service personnel recommendation method, terminal device and server

Info

Publication number: CN114385898A
Application number: CN202011127314.XA
Authority: CN
Inventors: 黄铁鸣; 黄小刚; 许橼; 王青; 林莉; 李斌; 朱标亦
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2020-10-20
Filing date: 2020-10-20
Publication date: 2022-04-22

Abstract

The embodiment of the application discloses a service staff recommending method, terminal equipment and a server, wherein the method comprises the following steps: receiving service consultation information of a client, and displaying a trigger control recommended by a service staff on a display interface of the service consultation information. And when the user operation on the trigger control is detected, displaying the candidate recommended service personnel. Wherein the candidate recommended service personnel comprises at least one pre-configured recommended service personnel. Responding to the selected operation of a target service person in the candidate recommended service persons to generate the recommendation information of the target service person; and displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client to recommend a target service person to the client when detecting the user operation on the sending prompt control, wherein the target service person is used for providing service related to the service consultation information for the client. By adopting the embodiment of the application, the contact between the client and the service personnel can be quickly established, and the client satisfaction degree is improved.

Description

Service personnel recommendation method, terminal device and server

Technical Field

The present application relates to the field of computer technologies, and in particular, to a service person recommendation method, a terminal device, and a server.

Background

In a conventional customer service system, each time a customer visits, a series of complex distribution processes are required to establish a contact between the customer and a service person, and the contact is a temporary relationship. In this case, the customer is faced with strange service personnel every time of visiting, the service personnel are faced with numerous customers, even if the old customer visits, the visiting record needs to be backtracked to determine the service personnel serving the customer last time, the operation is inconvenient, the response is not timely, and the applicability is poor.

Disclosure of Invention

The embodiment of the application provides a service staff recommending method, terminal equipment and a server, which can improve the response speed of service consultation aiming at a client and improve the satisfaction degree of the client, and are simple to operate and high in applicability.

In a first aspect, an embodiment of the present application provides a service person recommendation method, where the method is applied to a customer service client, and the method includes:

receiving service consultation information of a client, and displaying a trigger control recommended by a service worker on a display interface of the service consultation information;

when user operation on the trigger control is detected, displaying candidate recommended service personnel, wherein the candidate recommended service personnel comprise at least one pre-configured recommendable service personnel;

responding to the selected operation of a target service person in the candidate recommended service persons to generate the recommendation information of the target service person;

and displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client to recommend the target service personnel to the client when detecting the user operation on the sending prompt control, wherein the target service personnel are used for providing the service related to the service consultation information for the client.

With reference to the first aspect, in a possible implementation manner, before the displaying the recommendation of the candidate recommendation service personnel, the method further includes:

the method comprises the steps of obtaining a pre-configured recommendable service personnel list stored in a server from the server so as to display pre-configured recommendable service personnel included in the pre-configured recommendable service personnel list as candidate recommended service personnel, wherein the pre-configured recommendable service personnel list is uploaded to the server by an administrator client.

With reference to the first aspect, in a possible implementation manner, before the displaying the candidate service person recommendation list, the method further includes:

sending a candidate service staff obtaining request to a server, wherein the candidate service staff obtaining request comprises a service consultation identifier which is used for identifying the service consultation information;

and receiving candidate recommended service personnel fed back by the server based on the service consultation identification, wherein the candidate recommended service personnel are one or more pre-configured recommended service personnel determined by the server from a pre-configured recommended service personnel list, and the pre-configured recommended service personnel list is uploaded to the server by an administrator client.

In a second aspect, an embodiment of the present application provides a service staff recommendation method, where the method is applied to an administrator client, and the method includes:

displaying a customer service management interface, and displaying a service personnel configuration triggering control in the customer service management interface, wherein the service personnel configuration triggering control is used for triggering and starting a function of configuring recommendable service personnel for customer service;

when user operation on the service personnel configuration trigger control is detected, a service personnel configuration interface is displayed, and a pre-configured recommendable service personnel list and an adding control of recommendable service personnel are displayed in the service personnel configuration interface;

when user operation on the adding control is detected, displaying all members of an enterprise, and responding to the selected operation of a target enterprise member in all the members of the enterprise to add the target enterprise member as a recommendable service person to the preconfigured recommendable service person list;

uploading a list of pre-configured recommendable service personnel to a server.

With reference to the second aspect, in a possible implementation manner, the service person configuration interface further includes a recommendable service person editing control; the method further comprises the following steps:

when user operation on the recommendable service personnel editing control is detected, displaying a preconfigured recommendable service personnel list and a deletion control corresponding to each recommendable service personnel in the preconfigured recommendable service personnel list on a service personnel configuration interface;

when detecting the user operation on the deletion control corresponding to any one of the recommendable service personnel in the preconfigured recommendable service personnel list, removing the any one of the recommendable service personnel from the preconfigured recommendable service personnel list, and updating the preconfigured recommendable service personnel list after the any one of the recommendable service personnel is removed to the server.

In a third aspect, an embodiment of the present application provides a service person recommendation method, where the method is applied to a server, and the method includes:

receiving a candidate service staff acquisition request sent by a customer service client, wherein the candidate service staff acquisition request comprises a service consultation identifier;

the service consultation information identified by the service consultation identification is obtained, one or more pre-configured recommendable service personnel determined from a pre-configured recommendable service personnel list based on the service consultation information are used as candidate recommended service personnel, and the candidate recommended service personnel are sent to the customer service client, wherein the pre-configured recommendable service personnel list is uploaded to a server by an administrator client.

With reference to the third aspect, in a possible implementation manner, the determining, as candidate recommended service persons, one or more preconfigured recommendable service persons from a preconfigured recommendable service person list based on the service consultation information includes:

acquiring description information of each preconfigured recommendable service person included in the preconfigured recommendable service person list;

generating a to-be-matched information pair corresponding to any pre-configured recommendable service personnel according to the service consultation information and the description information of any pre-configured recommendable service personnel;

inputting the information to be matched corresponding to each preconfigured recommendable service person into a semantic matching model, and determining one or more preconfigured recommendable service persons as candidate recommending service persons from the preconfigured recommendable service person list according to the output result of the semantic matching model.

With reference to the third aspect, in a possible implementation manner, the output result of the semantic matching model includes a scoring value of each information pair to be matched corresponding to a preconfigured recommendable service person;

the determining one or more pre-configured recommendable service personnel from the pre-configured recommendable service personnel list as candidate recommending service personnel according to the output result of the semantic matching model includes:

acquiring a preset scoring value;

and determining at least one pre-configured recommendable service person as a candidate recommending service person, wherein the score value of the data pair to be matched corresponding to the pre-configured recommendable service person is not less than a preset score value.

In a fourth aspect, an embodiment of the present application provides a service staff recommending apparatus, where the apparatus is a customer service client, and the apparatus includes:

the information receiving module is used for receiving service consultation information of a client and displaying a trigger control recommended by a service staff on a display interface of the service consultation information;

the candidate recommending service personnel display module is used for displaying candidate recommending service personnel when the user operation on the trigger control is detected, wherein the candidate recommending service personnel comprise at least one pre-configured recommending service personnel;

the target service personnel determining module is used for responding to the selected operation of the target service personnel in the candidate recommended service personnel to generate the recommendation information of the target service personnel;

and the target service staff recommending module is used for displaying the recommended information and a sending prompting control of the recommended information, and sending the recommended information to the client to recommend the target service staff to the client when detecting the user operation on the sending prompting control, wherein the target service staff is used for providing the service related to the service consultation information for the client.

With reference to the fourth aspect, in a possible implementation manner, the apparatus further includes:

the server comprises a first candidate recommended service person acquisition module, a second candidate recommended service person acquisition module and a server, wherein the first candidate recommended service person acquisition module is used for acquiring a pre-configured recommended service person list stored in the server from the server so as to display pre-configured recommended service persons included in the pre-configured recommended service person list as candidate recommended service persons, and the pre-configured recommended service person list is uploaded to the server by an administrator client.

With reference to the fourth aspect, in a possible implementation manner, the apparatus further includes a second candidate recommended service person obtaining module, where the second candidate recommended service person obtaining module includes:

a candidate service person acquisition request sending unit, configured to send a candidate service person acquisition request to a server, where the candidate service person acquisition request includes a service consultation identifier, and the service consultation identifier is used to identify the service consultation information;

and the candidate recommended service person receiving unit is used for receiving candidate recommended service persons fed back by the server based on the service consultation identifier, the candidate recommended service persons are one or more pre-configured recommended service persons determined by the server from a pre-configured recommended service person list, and the pre-configured recommended service person list is uploaded to the server by an administrator client.

In a fifth aspect, an embodiment of the present application provides a service staff recommending apparatus, where the apparatus is an administrator client, and the apparatus includes:

the system comprises a service personnel configuration triggering module, a service personnel configuration triggering module and a service personnel configuration triggering module, wherein the service personnel configuration triggering module is used for displaying a customer service management interface and displaying a service personnel configuration triggering control in the customer service management interface, and the service personnel configuration triggering control is used for triggering and starting a function of configuring recommended service personnel for the customer service;

the service personnel configuration interface display module is used for displaying a service personnel configuration interface when detecting the user operation on the service personnel configuration trigger control, and displaying a pre-configured recommendable service personnel list and an adding control of recommendable service personnel in the service personnel configuration interface;

the service personnel adding module is used for displaying all members of the enterprise when user operation on the adding control is detected, and responding to the selected operation of a target enterprise member in all the members of the enterprise to add the target enterprise member as a recommendable service personnel to the preconfigured recommendable service personnel list;

and the pre-configured recommended service personnel list uploading module is used for uploading the pre-configured recommended service personnel list to the server.

With reference to the fifth aspect, in a possible implementation manner, the service person configuration interface further includes a recommendable service person editing control; the device also comprises a service staff deleting module:

a deletion control display unit, configured to display, on the service staff configuration interface, a preconfigured recommendable service staff list and deletion controls corresponding to each recommendable service staff in the preconfigured recommendable service staff list when detecting a user operation on the recommendable service staff edit control;

the server comprises a preconfigured recommendable service person list updating unit, a delete control unit and a server, wherein the preconfigured recommendable service person list updating unit is used for moving any recommendable service person out of the preconfigured recommendable service person list and updating the preconfigured recommendable service person list after the any recommendable service person is moved out to the server when user operation on the delete control corresponding to the any recommendable service person in the preconfigured recommendable service person list is detected.

In a sixth aspect, an embodiment of the present application provides a service person recommendation device, where the service person recommendation device is a server, and the device includes:

the client side comprises a candidate service staff acquisition request receiving module, a candidate service staff acquisition request receiving module and a service consultation identification receiving module, wherein the candidate service staff acquisition request comprises a service consultation identification;

and the candidate recommended service person determining module is used for acquiring service consultation information identified by the service consultation identifier, determining one or more pre-configured recommended service persons from a pre-configured recommended service person list based on the service consultation information as candidate recommended service persons, and sending the candidate recommended service persons to the customer service client, wherein the pre-configured recommended service person list is uploaded to a server by a manager client.

With reference to the sixth aspect, in one possible implementation manner, the candidate recommended service person determination module includes:

a description information obtaining unit, configured to obtain description information of each preconfigured recommendable service person included in the preconfigured recommendable service person list;

the matching information pair generating unit is used for generating a matching information pair corresponding to any pre-configured recommendable service person according to the service consultation information and the description information of the pre-configured recommendable service person;

and the candidate recommended service person determining unit is used for inputting the information to be matched corresponding to each preconfigured recommended service person into a semantic matching model, and determining one or more preconfigured recommended service persons from the preconfigured recommended service person list as candidate recommended service persons according to the output result of the semantic matching model.

With reference to the sixth aspect, in a possible implementation manner, the output result of the semantic matching model includes a score of each information pair to be matched corresponding to a preconfigured recommendable service person;

the candidate recommended service person determination unit is specifically configured to:

and obtaining a preset score value, and determining at least one pre-configured recommendable service person as a candidate recommending service person, wherein the score value of the data pair to be matched corresponding to the pre-configured recommendable service person is not less than the preset score value.

In a seventh aspect, an embodiment of the present application provides a terminal device, where the terminal device includes a processor and a memory, and the processor and the memory are connected to each other. The memory is configured to store a computer program that supports the terminal device to execute the method provided by the first aspect and/or any one of the possible implementation manners of the first aspect, where the computer program includes program instructions, and the processor is configured to call the program instructions to execute the method provided by the first aspect and/or any one of the possible implementation manners of the first aspect.

In an eighth aspect, an embodiment of the present application provides a terminal device, where the terminal device includes a processor and a memory, and the processor and the memory are connected to each other. The memory is used for storing a computer program supporting the terminal device to execute the method provided by the second aspect and/or any one of the possible implementation manners of the second aspect, and the computer program includes program instructions, and the processor is configured to call the program instructions to execute the method provided by the second aspect and/or any one of the possible implementation manners of the second aspect.

In a ninth aspect, an embodiment of the present application provides a server, where the server includes a processor and a memory, and the processor and the memory are connected to each other. The memory is used for storing a computer program supporting the server to execute the method provided by the third aspect and/or any possible implementation manner of the third aspect, and the computer program includes program instructions, and the processor is configured to call the program instructions to execute the method provided by the third aspect and/or any possible implementation manner of the third aspect.

In a tenth aspect, the present application provides a computer-readable storage medium, which stores a computer program, where the computer program includes program instructions, and the program instructions, when executed by a processor, cause the processor to execute the method provided by the first aspect and/or any one of the possible implementation manners of the first aspect.

In an eleventh aspect, the present application provides a computer-readable storage medium, which stores a computer program, where the computer program includes program instructions, and the program instructions, when executed by a processor, cause the processor to execute the method provided by any one of the possible implementation manners of the second aspect and/or the second aspect.

In a twelfth aspect, the present application provides a computer-readable storage medium, where the computer-readable storage medium stores a computer program, where the computer program includes program instructions, and the program instructions, when executed by a processor, cause the processor to execute the method provided by the third aspect and/or any possible implementation manner of the third aspect.

In the embodiment of the application, the trigger control recommended by the service staff can be displayed on the display interface of the service consultation information by receiving the service consultation information of the client. And when the user operation on the trigger control is detected, displaying the candidate recommended service personnel. Wherein the candidate recommended service personnel comprises at least one pre-configured recommended service personnel. Responding to the selected operation of a target service person in the candidate recommended service persons to generate the recommendation information of the target service person; and displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client to recommend a target service person to the client when detecting the user operation on the sending prompt control, wherein the target service person is used for providing service related to the service consultation information for the client. By adopting the embodiment of the application, the contact between the client and the service personnel can be quickly established, and the client satisfaction degree is improved.

Drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.

Fig. 1 is a diagram of a network architecture provided by an embodiment of the present application;

FIG. 2a is a schematic flow chart of a service person recommendation method according to an embodiment of the present disclosure;

FIG. 2b is a schematic view of a scene of a customer service chat interface provided in an embodiment of the present application;

FIG. 2c is a schematic flow chart of a customer service recommendation service provider according to an embodiment of the present disclosure;

FIG. 2d is a schematic diagram of an application scenario of a recommended target service person according to an embodiment of the present application;

FIG. 3a is another schematic flow chart of a service person recommendation method according to an embodiment of the present disclosure;

FIG. 3b is a schematic diagram of an application scenario of a customer service management interface according to an embodiment of the present application;

FIG. 3c is a schematic diagram of an application scenario for configuring a recommended service person according to an embodiment of the present application;

FIG. 3d is a schematic diagram of another application scenario for configuring a recommendable service representative according to an embodiment of the present application;

FIG. 4 is another schematic flow chart diagram illustrating a service person recommendation method according to an embodiment of the present disclosure;

FIG. 5 is a schematic structural diagram of a customer service client according to an embodiment of the present disclosure;

FIG. 6 is a schematic structural diagram of an administrator client provided in an embodiment of the present application;

FIG. 7 is a schematic structural diagram of a server provided in an embodiment of the present application;

fig. 8 is a schematic structural diagram of a terminal device provided in an embodiment of the present application;

fig. 9 is another schematic structural diagram of a server according to an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

Referring to fig. 1, fig. 1 is a diagram of a network architecture according to an embodiment of the present disclosure. As shown in fig. 1, the server 10d may establish a connection with the terminal device cluster 1 through a network, where the terminal device cluster 1 may include: terminal device 10a, terminal device 10 b. The server 11d may also establish a connection with the terminal device cluster 2 through a network, and the terminal device cluster 2 may include: terminal device 11a, terminal device 11 b. Wherein, data intercommunication can be carried out between the server 10d and the server 11 d. It should be understood that the server 10d may perform data transmission with each terminal device in the terminal device cluster 1, each terminal device may be installed with a first application client (for example, WeChat, etc.), the server 10d may be a background server of the first application client, the background server may be configured to store user information in the first application client, and when the terminal device sends a real-time request to the background server, the background server may return a data condition to the terminal device to update an interface display condition of the first application client in the terminal device. Correspondingly, the server 11d may perform data transmission with each terminal device in the terminal device cluster 2, each terminal device may be installed with a second application client (for example, enterprise WeChat, etc.), the server 11d may be a background server of the second application client, the background server may be used to store user information in the second application client, and when the terminal device sends a real-time request to the background server, the background server may return a data condition to the terminal device, so as to update an interface display condition of the second application client in the terminal device. The message intercommunication between the first application client and the second application client can be realized based on the data intercommunication between the server 10d and the server 11 d. That is, the first client and the second client may be different clients that open a message interworking function (for example, the first client is a WeChat, and the second client is an enterprise WeChat), and is not limited herein. For example, the terminal device 10a may be a terminal device of a first client (for convenience of description, abbreviated as a client) installed and logged in with a client account, the terminal device 11a may be a terminal device of a second client (for convenience of description, abbreviated as a client) installed and logged in with a customer service account, and the terminal device 11b may be a terminal device of a second client (for convenience of description, abbreviated as an administrator client) installed and logged in with an administrator account, and so on. The server in the embodiment of the present application is a background server corresponding to the customer service client and the administrator client, and for convenience of description, the server is hereinafter referred to as the server for short. Each terminal device shown in fig. 1 may include a mobile phone, a tablet computer, a notebook computer, a palm computer, a Mobile Internet Device (MID), a wearable device (e.g., a smart watch, a smart bracelet, etc.), and the like, which are not limited herein.

Specifically, the customer service client receives service consultation information input by the customer based on the customer client, and can display a trigger control recommended by a service staff on a display interface of the service consultation information. And when the user operation on the trigger control is detected, displaying candidate recommended service personnel, wherein the candidate recommended service personnel comprise at least one pre-configured recommendable service personnel. And responding to the selected operation of the target service person in the candidate recommended service persons to generate the recommendation information of the target service person. And displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client when detecting the user operation on the sending prompt control so as to recommend a target service person to the client, wherein the target service person is used for providing service related to the service consultation information for the client.

The method and the related apparatus provided by the embodiments of the present application will be described in detail with reference to fig. 2a to 9, respectively.

Referring to fig. 2a, fig. 2a is a flow chart illustrating a service staff recommendation method according to an embodiment of the present disclosure. The method provided by the embodiment of the application can comprise the following steps S201 to S204:

s201, receiving service consultation information of a client, and displaying a trigger control recommended by a service staff on a display interface of the service consultation information.

In some possible embodiments, the customer may enter a chat interface with the customer service through an applet or public number in the customer's client. When the customer service receives the service consultation information sent by the customer through the customer client based on the customer service client, the trigger control recommended by the service staff can be displayed on the display interface of the service consultation information. That is, in the customer service client, there is a "recommend service person" entry (i.e. trigger control recommended by service person) in the chat panel between the customer service and the customer.

For example, please refer to fig. 2b, and fig. 2b is a schematic view of a scene of a customer service chat interface according to an embodiment of the present application. As shown in fig. 2b, in the chat interface between the customer service and the customer (for convenience of description, abbreviated as customer service chat interface), a customer nickname (e.g., "xiaohong" in fig. 2 b), a customer source (e.g., "from xx mall applet" in fig. 2 b), a customer chat initiation time (e.g., "9: 50" in fig. 2 b), and service inquiry information (e.g., "do you ask for product No. 1 discount?in fig. 2 b) can be displayed. The chat panel in the customer service chat interface includes a trigger control for sending basic functions such as text messages, pictures, and video information, and a trigger control recommended by a service person (for example, "recommend service person" in fig. 2 b).

S202, when the user operation on the trigger control is detected, displaying candidate recommended service personnel.

In some possible implementations, the candidate recommendation service personnel are displayed when a user operation on the trigger control is detected. That is, when the customer service clicks a trigger control recommended by a service person (e.g., "recommended service person" in fig. 2 b), the preconfigured recommendable service person list stored in the server may be acquired from the server to display the preconfigured recommendable service persons included in the preconfigured recommendable service person list as candidate recommended service persons. Here, a list of pre-configured recommendable service personnel may be uploaded to the server by the administrator client.

Optionally, in some possible embodiments, before configuring the recommendable service person, the list of preconfigured recommendable service persons may be empty, that is, the list of preconfigured recommendable service persons is an empty list at this time. When the pre-configured recommendable service personnel list is empty, the customer service client can also send configuration prompt information of recommendable service personnel to the administrator client so as to remind the administrator to configure the recommendable service personnel. Optionally, when the customer service is also an administrator, if the list of pre-configured recommendable service personnel is empty, the configuration page may be directly entered to configure the recommendable service personnel.

For example, please refer to fig. 2c, and fig. 2c is a flowchart illustrating a customer service recommendation service provider according to an embodiment of the present disclosure. As shown in FIG. 2c, a customer, coming from a small program or public number, has a "recommended service person" portal (e.g., "recommended service person" in FIG. 2 b) in the chat panel with the customer. And when the customer service clicks the 'recommended service personnel', acquiring a pre-configured recommended service personnel list from the server and displaying the pre-configured recommended service personnel list. And when the pre-configured recommendable service personnel list is not empty, selecting the service personnel to be recommended to request the server to generate the two-dimensional code business card, and further sending the two-dimensional code business card which is successfully generated and returned to the customer service client to the customer in a picture form. When the pre-configured recommendable service personnel list is empty, if the customer service is also an administrator, the user goes to a configuration page to configure recommendable service personnel, and if the customer service is not the administrator, prompt information is sent to the administrator to remind the administrator to configure the recommendable service personnel list.

Optionally, in some possible embodiments, when the customer service clicks the trigger control recommended by the service person, a candidate service person acquisition request may be sent to the server. In the present application, the candidate service person obtaining request may include a service consultation identifier, and the service consultation identifier is used for identifying service consultation information. Further, the customer service client can display the received candidate recommended service personnel by receiving the candidate recommended service personnel fed back by the server based on the service consultation identification. It will be appreciated that the candidate recommended service personnel are one or more pre-configured recommended service personnel determined by the server from a pre-configured list of recommended service personnel uploaded to the server by the administrator client.

S203, responding to the selected operation of the target service personnel in the candidate recommended service personnel to generate the recommendation information of the target service personnel.

In some possible embodiments, the recommendation information of the target service person is generated in response to a selection operation of the target service person among the candidate recommended service persons. Specifically, the customer service may request the server to generate recommendation information of the selected target service person by selecting a service person to be recommended (i.e., a target service person) from the displayed candidate recommended service persons, or the customer service client may directly generate the recommendation information of the target service person. The recommendation information of the target service person includes a contact manner of the target service person, for example, a two-dimensional code business card, or a friend link, and is not limited herein.

And S204, displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client to recommend the target service personnel to the client when detecting the user operation on the sending prompt control.

In some feasible embodiments, when the customer service client receives recommendation information corresponding to the target service person returned by the server, the recommendation information and a sending prompt control of the recommendation information can be displayed on the customer service client. And when the user operation on the sending prompt control is detected, sending recommendation information to the client to recommend the target service personnel to the client. It should be understood that the target service person is used to provide the service associated with the service advisory information to the client.

For example, please refer to fig. 2d, where fig. 2d is a schematic view of an application scenario of recommending a target service person according to an embodiment of the present application. As shown in fig. 2d, when the customer service client receives the service consultation information of a certain client (e.g. small red), the customer service client can acquire a candidate recommended service personnel list from the server and display the acquired candidate recommended service personnel list (e.g. 2 d) by clicking a "recommended service personnel" control (e.g. 1 in fig. 2 d), wherein the candidate recommended service personnel list comprises 4 candidate recommended service personnel, respectively small a, small B, small C and small d. An input box for leaving a message to the client, a sending control and a sending cancellation control of the two-dimensional code business card, and the like (as shown in (3) in fig. 2 d). Wherein, the customer service can send the two-dimensional code business card to the customer in the form of picture by clicking the "send" control in the display interface (as (4) in fig. 2 d). It is understood that, when the customer receives the picture including the two-dimensional code business card based on the customer client, the customer can obtain the detailed information of the target service person (e.g., (6) in fig. 2 d) by scanning the two-dimensional code business card in the picture (e.g., (5) in fig. 2 d). Therefore, the client can add the target service personnel as friends by clicking the 'add to address book' control in the detailed information. This establishes a buddy relationship between the service person and the customer, and the customer can then directly contact the target service person in his buddy list to obtain service without having to contact the customer service from a applet or public number portal.

It is understood that, in the embodiment of the present application, the client may be a user who logs in to use a first application client, and the customer service staff and the target service staff are users who log in to different user accounts but use the same second application client. And the first application client and the second application client can perform message intercommunication. For example, the client may be a wechat user who logs in to use wechat, and the customer service and service staff are enterprise wechat users who log in to use enterprise wechat, which is determined according to an actual application scenario, and is not limited herein. The two-dimensional code name card shared by the customer service to the customer can be a special verification-free friend-added two-dimensional code name card, namely, the two-dimensional code name card of a friend can be added by a service person without the verification of the service person.

In the embodiment of the application, the customer service client receives the service consultation information of the customer, and can display the trigger control recommended by the service personnel on the display interface of the service consultation information. And when the user operation on the trigger control is detected, displaying the candidate recommended service personnel. Wherein the candidate recommended service personnel comprises at least one pre-configured recommended service personnel. Responding to the selected operation of a target service person in the candidate recommended service persons to generate the recommendation information of the target service person; and displaying the recommendation information and a sending prompt control of the recommendation information, and sending the recommendation information to the client to recommend a target service person to the client when detecting the user operation on the sending prompt control, wherein the target service person is used for providing service related to the service consultation information for the client. By adopting the embodiment of the application, the response speed of the service consultation aiming at the client can be improved, the satisfaction degree of the client is improved, the operation is simple, and the applicability is high.

Referring to fig. 3a, fig. 3a is another schematic flow chart of a service staff recommendation method according to an embodiment of the present disclosure. The method provided by the embodiment of the application can comprise the following steps S301 to S304:

s301, displaying a customer service management interface, and displaying a service personnel configuration triggering control in the customer service management interface.

In some possible implementations, the customer service management interface may be displayed on an administrator client that is logged into the administrator account. The administrator and the customer service are different roles in an enterprise, generally speaking, the customer service can rapidly open a recommendable service staff list at a recommended service staff entrance in a chat interface with a client, select a service staff and send a two-dimensional code name card to the client. The administrator can configure the list of recommendable service personnel and create and manage the customer service account. That is, the administrator may trigger the configuration of the list of recommendable service personnel and the management of the service personnel at the service management interface. Specifically, the customer service management interface comprises a service personnel configuration trigger control, and the service personnel configuration trigger control is used for triggering and starting a function of configuring the recommendable service personnel for the customer service.

For example, please refer to fig. 3b, and fig. 3b is a schematic view of an application scenario of a customer service management interface according to an embodiment of the present application. As shown in fig. 3b, a customer service account creation control for triggering the initiation of the creation of the customer service account, the number of created customer service accounts, and a toolbar are displayed in the customer service management interface. And a data statistics function control and a service personnel configuration trigger control are displayed in the toolbar.

S302, when user operation on the service personnel configuration trigger control is detected, a service personnel configuration interface is displayed, and a pre-configured recommendable service personnel list and an adding control of recommendable service personnel are displayed in the service personnel configuration interface.

In some possible embodiments, when a user operation on the service personnel configuration trigger control is detected, a service personnel configuration interface is displayed, wherein the service personnel configuration interface comprises a list of pre-configured recommendable service personnel and an addition control for recommendable service personnel. It should be understood that the user operations on the service personnel configuration trigger control include a single click operation, a double click operation, a long press operation, and the like, and are not limited herein. Optionally, a recommendable service person editing control may be further included in the service person configuration interface. The adding control of the recommendable service personnel is used for triggering and starting the adding function of the recommendable service personnel, and the editing control of the recommendable service personnel is used for triggering the deleting function of the recommendable service personnel. It should be appreciated that when the administrator first enters the service person configuration interface, the preconfigured recommended service person list in the service person configuration interface is empty, i.e., there are no recommended service persons in the preconfigured recommended service person list. When the administrator is not a first time entry into the service personnel configuration interface, the pre-configured recommendable service personnel list in the service personnel configuration interface may include recommendable service personnel that the administrator previously configured for customer service. That is, the administrator may make multiple, ongoing adjustments to the preconfigured recommended service personnel list (i.e., adding recommendable service personnel, and/or deleting recommendable service personnel) via the service personnel configuration trigger control.

And S303, when the user operation on the adding control is detected, displaying all members of the enterprise, and responding to the selected operation of the target enterprise member in all the members of the enterprise to add the target enterprise member as a recommendable service person to the preconfigured recommendable service person list.

In some possible embodiments, when the user operation on the adding control is detected, all members of the enterprise are displayed, and the target member of the enterprise is added to the pre-configured recommendable service personnel list as recommendable service personnel in response to the operation of selecting the target member of all members of the enterprise.

For example, please refer to fig. 3c, fig. 3c is a schematic view of an application scenario for configuring a recommendable service provider according to an embodiment of the present application. As shown in fig. 3c, the administrator clicks a service person configuration trigger control (i.e., "recommended service person" in (1) in fig. 3 c) displayed in the customer service management interface of the administrator client, and when a user operation on the service person configuration trigger control is detected, a service person configuration interface (i.e., (2) in fig. 3 c) is displayed. The service personnel configuration interface displays a pre-configured recommendable service personnel list, an adding control of the recommendable service personnel and an editing control of the recommendable service personnel. As can be seen from (2) in fig. 3c, the pre-configured recommendable service person list already includes a recommendable service person (i.e., a small a from the market sector). The administrator clicks the add control of the recommendable service person (i.e., "add recommendable person" in (2) of fig. 3C), when a user operation on the add control is detected, all members of the enterprise are displayed (i.e., (3) of fig. 3C), and in response to a selection operation of a target member of the enterprise among all members of the enterprise (i.e., (3) a checkup operation of panels B, C, and D, and a confirm operation of fig. 3C), the target member of the enterprise can be added as a recommendable service person to the preconfigured recommendable service person list of the service person configuration interface (i.e., (4) of fig. 3C).

Optionally, when the user operation on the recommendable service person editing control is detected, a preconfigured recommendable service person list and a deletion control corresponding to each recommendable service person in the preconfigured recommendable service person list are displayed on the service person configuration interface. And when detecting the user operation on the deletion control corresponding to any recommendable service person in the preconfigured recommendable service person list, moving any recommendable service person out of the preconfigured recommendable service person list.

For example, please refer to fig. 3d, where fig. 3d is a schematic diagram of another application scenario for configuring a recommendable service representative according to an embodiment of the present application. As shown in fig. 3d, the administrator clicks the service personnel configuration trigger control (i.e. the "recommended service personnel" control in (1) in fig. 3 d) displayed in the customer service management interface of the administrator client, and when a user operation on the service personnel configuration trigger control is detected, the service personnel configuration interface is displayed (i.e. in (2) in fig. 3 d). The service personnel configuration interface displays a pre-configured recommendable service personnel list, an adding control of the recommendable service personnel and an editing control of the recommendable service personnel. As can be seen from (2) in fig. 3D, the list of pre-configured recommendable service persons includes 4 recommendable service persons (i.e., xiao a, xiao B, xiao C, and xiao D from the market sector). The administrator clicks the recommendable service person edit control (i.e., "edit" control in (2) in fig. 3 d), and when a user operation on the recommendable service person edit control is detected, a preconfigured recommendable service person list and a deletion control corresponding to each recommendable service person in the preconfigured recommendable service person list are displayed on the service person configuration interface (i.e., (3) in fig. 3 d). When a user operation on a deletion control corresponding to any one of the recommendable service persons (e.g., a small D) in the preconfigured recommendable service person list is detected, any one of the recommendable service persons is moved out of the preconfigured recommendable service person list, and when a user operation on a "complete" control in (3) of fig. 3D is detected, the preconfigured recommendable service person list after the small D is moved out is displayed (i.e., fig. 3D (4)).

S304, uploading the list of the pre-configured recommended service personnel to a server.

In some possible embodiments, the target enterprise member is added to the preconfigured recommendable service personnel list as a recommendable service personnel, or after any recommendable service personnel included in the preconfigured recommendable service personnel list are removed from the preconfigured recommendable service personnel list, the updated preconfigured recommendable service personnel list is uploaded or updated to the server.

In the embodiment of the application, the administrator client displays a customer service management interface, a service personnel configuration triggering control is displayed in the customer service management interface, and the service personnel configuration triggering control is used for triggering and starting a function of configuring the service personnel with recommendable service personnel for the customer service. And when detecting the user operation on the service personnel configuration trigger control, displaying a service personnel configuration interface, and displaying a pre-configured recommendable service personnel list and an adding control of recommendable service personnel in the service personnel configuration interface. And when the user operation on the adding control is detected, displaying all the members of the enterprise, and responding to the selected operation of the target enterprise member in all the members of the enterprise to add the target enterprise member as a recommendable service person to the preconfigured recommendable service person list. Uploading a list of pre-configured recommendable service personnel to a server. By adopting the embodiment of the application, the preconfigured recommendable service personnel list can be visually managed, and the management efficiency of the preconfigured recommendable service personnel list is improved.

It should be understood that the customer service client and the administrator client in the present application are served by the same backend server. The background server stores pre-configured recommendable service personnel configured and uploaded by an administrator based on an administrator client. Therefore, during subsequent use, the background server can determine candidate recommended service personnel from the pre-configured recommended service personnel based on the candidate service personnel acquisition request sent by the customer service client to return to the customer service client for display. Specifically, please refer to fig. 4, and fig. 4 is another schematic flow chart of the service personnel recommendation method according to the embodiment of the present application. The method is suitable for background servers of a customer service client and an administrator client, and can comprise the following steps S401 to S402:

s401, receiving a candidate service staff obtaining request sent by a customer service client.

In some possible embodiments, the server receives a candidate service staff obtaining request sent by the customer service client, where the candidate service staff obtaining request includes a service consultation identifier. The service consultation mark can be composed of a client mark corresponding to the client and the chat starting time. It should be understood that one customer identification is used to uniquely mark one customer. Based on the service consultation identifier comprising the client identifier and the chat initiation time, the service consultation information of the client uniquely marked by the service consultation identifier can be acquired.

S402, acquiring service consultation information identified by the service consultation identifier, determining one or more pre-configured recommendable service personnel from a pre-configured recommendable service personnel list based on the service consultation information as candidate recommended service personnel, and sending the candidate recommended service personnel to the customer service client.

In some possible embodiments, the server obtains service advisory information identified by the service advisory identification. One or more pre-configured recommendable service personnel determined from the pre-configured recommendable service personnel list based on the acquired service consultation information are used as candidate recommended service personnel, and the candidate recommended service personnel are sent to the customer service client. Wherein the pre-configured recommendable service personnel list is uploaded to the server by the administrator client. That is, the pre-configured recommendable service personnel list stored in the server is uploaded by the administrator after visual configuration by the administrator client.

Specifically, the server acquires description information of each preconfigured recommendable service person included in the preconfigured recommendable service person list. The description information of any preconfigured recommendable service person includes position information, job level information, job duty information, working age, and the like of the preconfigured recommendable service person, and is specifically determined according to an actual application scenario, which is not limited herein. And generating a to-be-matched information pair corresponding to any pre-configured recommendable service personnel according to the service consultation information and the description information of any pre-configured recommendable service personnel. It should be understood that one or more pre-configured recommendable service staff can be determined from the pre-configured recommendable service staff list as candidate recommending service staff according to the output result of the semantic matching model by inputting the information to be matched pair corresponding to each pre-configured recommendable service staff into the semantic matching model.

And the output result of the semantic matching model comprises the scoring value of the information pair to be matched corresponding to each preconfigured recommendable service worker. It is understood that the higher the similarity or correlation between the service consultation information included in the information pair to be matched and the description information of the pre-configured recommendable service personnel, the higher the score value of the information pair to be matched. Specifically, the server obtains a preset scoring value, and then at least one pre-configured recommendable service person, which is not smaller than the preset scoring value, in scoring values of the to-be-matched data pairs corresponding to the pre-configured recommendable service persons can be determined from a pre-configured recommendable service person list to serve as a candidate recommending service person, and the candidate recommending service person is sent to the customer service client to be displayed.

For example, assume that the administrator includes 4 preconfigured recommendable service people, respectively, gadget a, gadget B, gadget C, and gadget D from the market division, in the preconfigured recommendable service people list configured by the administrator client. Specifically, let a and C be pre-sales promotion service personnel responsible for product No. 1, let B be after-sales service personnel responsible for product No. 1, and let D be pre-sales service personnel responsible for product No. 2. The server obtains a candidate service staff obtaining request sent by the customer service client, and can obtain corresponding service consultation information according to the candidate service staff obtaining request including the service consultation identification. Suppose the service inquiry information is the information of the product discount of the customer xiaohong inquiry No. 1, for example, "ask for product discount 1? ", according to the service consultation information and the description information of each preconfigured recommendable service person in the 4 preconfigured recommendable service persons, 4 information pairs to be matched can be generated, which are respectively an information pair to be matched 1 including the service consultation information and the small a description information, an information pair to be matched 2 including the service consultation information and the small B description information, an information pair to be matched 3 including the service consultation information and the small C description information, and an information pair to be matched 4 including the service consultation information and the small D description information. And inputting the information pairs to be matched corresponding to the pre-configured recommendable service personnel into the semantic matching model to obtain the scoring values of the information pairs to be matched corresponding to the pre-configured recommendable service personnel output by the semantic matching model. If the score value 1 corresponding to the information pair to be matched is 0.8, the score value 2 corresponding to the information pair to be matched is 0.3, the score value 3 corresponding to the information pair to be matched is 0.8, and the score value 4 corresponding to the information pair to be matched is 4 is 0.35, the small a forming the information pair to be matched 1 and the small C forming the information pair to be matched 3 can be determined as candidate recommended service personnel by obtaining the preset score value 0.5.

In the embodiment of the application, the server receives a candidate service staff acquisition request sent by a customer service client. The candidate service person acquisition request comprises a service consultation identifier. The method comprises the steps of obtaining service consultation information identified by a service consultation identifier, determining one or more pre-configured recommendable service personnel from a pre-configured recommendable service personnel list based on the service consultation information as candidate recommended service personnel, and sending the candidate recommended service personnel to a customer service client, wherein the pre-configured recommendable service personnel list is uploaded to a server by an administrator client. By adopting the method and the device, the pre-configured recommendable service personnel associated with the service consultation information can be screened out to serve as candidate recommended service personnel for customer service selection, and the recommendation efficiency of the service personnel is improved.

Referring to fig. 5, fig. 5 is a schematic structural diagram of a customer service client according to an embodiment of the present disclosure. The device includes:

the information receiving module 51 is used for receiving service consultation information of a client and displaying a trigger control recommended by a service staff on a display interface of the service consultation information;

a candidate recommended service person display module 52, configured to display candidate recommended service persons when user operation on the trigger control is detected, where the candidate recommended service persons include at least one preconfigured recommendable service person;

a target service person determination module 53, configured to generate recommendation information of a target service person in response to a selection operation of the target service person in the candidate recommended service persons;

and a target service person recommending module 54, configured to display the recommendation information and a sending prompt control of the recommendation information, and send the recommendation information to the client to recommend the target service person to the client when detecting a user operation on the sending prompt control, where the target service person is used to provide a service associated with the service consultation information for the client.

In some possible embodiments, the apparatus further comprises:

a first candidate recommended service person obtaining module 55, configured to obtain, from a server, a preconfigured recommended service person list stored in the server, so as to display preconfigured recommended service persons included in the preconfigured recommended service person list as candidate recommended service persons, where the preconfigured recommended service person list is uploaded to the server by an administrator client.

In some possible embodiments, the apparatus further includes a second candidate recommended service person obtaining module 56, where the second candidate recommended service person obtaining module 56 includes:

a candidate service person acquisition request sending unit 561, configured to send a candidate service person acquisition request to a server, where the candidate service person acquisition request includes a service consultation identifier, and the service consultation identifier is used to identify the service consultation information;

a candidate recommended service person receiving unit 562, configured to receive candidate recommended service persons fed back by the server based on the service consultation identifier, where the candidate recommended service persons are one or more preconfigured recommended service persons determined by the server from a preconfigured recommended service person list, and the preconfigured recommended service person list is uploaded to the server by an administrator client.

Referring to fig. 6, fig. 6 is a schematic structural diagram of an administrator client according to an embodiment of the present application. The device includes:

the service personnel configuration triggering module 61 is used for displaying a customer service management interface, displaying a service personnel configuration triggering control in the customer service management interface, wherein the service personnel configuration triggering control is used for triggering and starting a function of configuring a recommendable service personnel for a customer service;

a service personnel configuration interface display module 62, configured to display a service personnel configuration interface when detecting a user operation on the service personnel configuration trigger control, and display a list of pre-configured recommendable service personnel and an add control of the recommendable service personnel in the service personnel configuration interface;

a service person adding module 63, configured to display all members of an enterprise when user operation on the adding control is detected, and respond to a selected operation of a target enterprise member of all members of the enterprise to add the target enterprise member as a recommendable service person to the preconfigured recommendable service person list;

a pre-configured recommendable service personnel list upload module 64 for uploading the pre-configured recommendable service personnel list to the server.

In some possible embodiments, the service personnel configuration interface further comprises a recommendable service personnel editing control; the device further comprises a service person deleting module 65:

a delete control display unit 651, configured to display, on the service staff configuration interface, a preconfigured recommendable service staff list and a delete control corresponding to each recommendable service staff in the preconfigured recommendable service staff list when detecting a user operation on the recommendable service staff edit control;

the preconfigured recommendable service person list updating unit 652 is configured to, when detecting a user operation on a deletion control corresponding to any recommendable service person in the preconfigured recommendable service person list, remove the any recommendable service person from the preconfigured recommendable service person list, and update the preconfigured recommendable service person list after removing the any recommendable service person to the server.

Referring to fig. 7, fig. 7 is a schematic structural diagram of a server according to an embodiment of the present disclosure. The device includes:

a candidate service staff obtaining request receiving module 71, configured to receive a candidate service staff obtaining request sent by a customer service client, where the candidate service staff obtaining request includes a service consultation identifier;

a candidate recommended service person determining module 72, configured to obtain service consultation information identified by the service consultation identifier, determine one or more preconfigured recommended service persons from a preconfigured recommended service person list based on the service consultation information as candidate recommended service persons, and send the candidate recommended service persons to the customer service client, where the preconfigured recommended service person list is uploaded to a server by a manager client.

In some possible embodiments, the candidate recommended service person determination module 72 includes:

a description information obtaining unit 721 that obtains description information of each preconfigured recommendable service person included in the preconfigured recommendable service person list;

a to-be-matched information pair generating unit 722, configured to generate a to-be-matched information pair corresponding to any preconfigured recommendable service person according to the service consultation information and the description information of the any preconfigured recommendable service person;

the candidate recommended service person determining unit 723 is configured to input the information to be matched corresponding to each preconfigured recommended service person into a semantic matching model, and determine one or more preconfigured recommended service persons as candidate recommended service persons from the preconfigured recommended service person list according to an output result of the semantic matching model.

In some possible embodiments, the output result of the semantic matching model includes a score value of each information pair to be matched corresponding to a pre-configured recommendable service person;

the candidate recommended service person determining unit 723 is specifically configured to:

Please refer to fig. 8, fig. 8 is a schematic structural diagram of a terminal device according to an embodiment of the present application. The terminal device may be the customer service client in the above embodiment, and the terminal device may be configured to implement the method implemented by the customer service client. Optionally, the terminal device may also be an administrator client in the foregoing embodiment, and the terminal device may be configured to implement the method implemented by the administrator client in the foregoing embodiment.

As shown in fig. 8, the terminal device provided in the embodiment of the present application includes functional modules, such as a processor 801, a memory 802, a user interface 803, a communication interface 804, a coupler 805, and an antenna 806. The memory 802 may correspond to the storage unit 430 of the terminal device 400 shown in fig. 6. The memory 802 is used for storing programs. In particular, the program may include program code including computer operating instructions. The memory 802 includes, but is not limited to, RAM, ROM, EPROM, CD-ROM, or the like. The memory 802 may also be a memory in the processor 801, and is not limited herein.

The memory 802 stores the following elements, executable modules or data structures, or subsets thereof, or expanded sets thereof:

and (3) operating instructions: including various operational instructions for performing various operations.

Operating the system: including various system programs for implementing various basic services and for handling hardware-based tasks.

The processor 801 controls the operation of the terminal device, and the processor 801 may be one or more CPUs. The method of the customer service client or the administrator client disclosed in the embodiments of fig. 2a to fig. 4 provided in the embodiments of the present application may be applied to the processor 801, or implemented by the processor 801. The processor 801 may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware or instructions in the form of software in the processor 801. The processor 801 may be a general purpose processor, DSP, ASIC, FPGA or other programmable logic device, discrete gate or transistor logic device, discrete hardware component, and may implement or perform the methods, steps and logic blocks disclosed in the embodiments of the present application. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present application may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in the memory 802, and the processor 801 reads the information in the memory 802, and executes the method steps of the customer service client or the administrator client described in the embodiments in fig. 2a to 4 in conjunction with the hardware thereof.

The user interface 803 of the terminal device is mainly used for providing an input interface for a user to obtain data input by the user. The user interface 803 may include, without limitation, a multimedia input and/or output device 8031, a camera 8032, and a display 8033, among others. The user interface 803 may be an information input and/or output module for interacting with a user of a terminal device, such as a microphone and/or a speaker of a terminal device, such as a mobile phone, a front-facing and/or rear-facing camera, a touch screen, and the like, without limitation. Optionally, the user interface 803 may also include a standard wired interface, a wireless interface, and the like, without limitation.

The processor 801 of the terminal device may be coupled to the antenna 806 and other devices through one or more communication interfaces 804 and the coupler 805, and execute, in combination with other functional modules, implementations performed by the customer service client or the administrator client described in each of the embodiments in fig. 2a to fig. 4, which may specifically refer to implementations provided in each of the embodiments described above, and is not limited herein. "coupled" means that two elements are joined to each other directly or indirectly. The combination may be fixed or movable, which may allow flowing fluid, electrical or other types of signals to be communicated between the two components.

Referring to fig. 9, fig. 9 is another schematic structural diagram of a server according to an embodiment of the present disclosure. The server may be used to implement the method implemented by the server in the above embodiments. As shown in fig. 9, the server provided in the embodiment of the present application includes a processor 901, a memory 902, a reflector 903, a receiver 904, a network interface 907, and the like. Functional modules such as the processor 901, the transmitter 903 and the receiver 904 (the transmitter 903 and the receiver 904 may also be integrated as a transceiver) may be coupled to a device such as the antenna 906 through a coupler 905. The processor 901 may perform, in conjunction with the coupled functional modules, implementations performed by the server described in the embodiments in fig. 2a to fig. 4, which may be specifically referred to the implementations provided in the above embodiments, and is not limited herein. "coupled" means that two elements are joined to each other directly or indirectly. The combination may be fixed or movable, which may allow flowing fluid, electrical or other types of signals to be communicated between the two components.

The memory 902 may correspond to the storage unit 903 of the server 900 shown in fig. 9. The memory 902 is used for storing programs. In particular, the program may include program code including computer operating instructions. The memory 902 includes, but is not limited to, RAM, ROM, EPROM, CD-ROM, or the like. The memory 902 may also be a memory in the processor 901, and is not limited herein.

The memory 902 stores the following elements, executable modules or data structures, or a subset thereof, or an expanded set thereof:

The processor 901 controls the operation of the server, and the processor 901 may be one or more CPUs. The method of the server disclosed in each of fig. 2a to 4 provided in the embodiments of the present application may be applied to the processor 901, or implemented by the processor 901. The processor 901 may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be implemented by integrated logic circuits of hardware or instructions in the form of software in the processor 901. The processor 901 may be a general-purpose processor, a DSP, an ASIC, an FPGA or other programmable logic device, a discrete gate or transistor logic device, or a discrete hardware component, and may implement or execute the methods, steps, and logic blocks disclosed in the embodiments of the present application. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present application may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in the memory 902, and the processor 901 reads the information in the memory 102 and, in conjunction with its hardware, performs the method steps of the server described in the embodiments in fig. 2a to 4. Network interface 907 may optionally include a standard wired interface, a wireless interface (e.g., a WI-FI interface), etc., without limitation.

Embodiments of the present application provide a computer-readable storage medium, where instructions are stored in the computer-readable storage medium, and when the instructions are run on a terminal device, the terminal device is enabled to execute an implementation manner executed by the terminal device (i.e., a customer service client or an administrator client) described in each of the embodiments in fig. 2a to fig. 4, which may specifically refer to the implementation manner provided in each of the embodiments, and details are not described herein again.

An embodiment of the present application provides a computer-readable storage medium, where instructions are stored in the computer-readable storage medium, and when the instructions are run on a server, the server executes implementation manners executed by the server described in the embodiments in fig. 2a to fig. 4.

The terms "first", "second", "third", "fourth", and the like in the claims and in the description and drawings of the present application are used for distinguishing between different objects and not for describing a particular order. Furthermore, the terms "include" and "have," as well as any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those steps or elements listed, but may alternatively include other steps or elements not listed, or inherent to such process, method, article, or apparatus.

Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments. The term "and/or" as used in this specification and the appended claims refers to and includes any and all possible combinations of one or more of the associated listed items. Those of ordinary skill in the art will appreciate that the elements and algorithm steps of the examples described in connection with the embodiments disclosed herein may be embodied in electronic hardware, computer software, or combinations of both, and that the components and steps of the examples have been described in a functional general in the foregoing description for the purpose of illustrating clearly the interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.

The method and the related apparatus provided by the embodiments of the present application are described with reference to the flowchart and/or the structural diagram of the method provided by the embodiments of the present application, and each flow and/or block of the flowchart and/or the structural diagram of the method, and the combination of the flow and/or block in the flowchart and/or the block diagram can be specifically implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block or blocks of the block diagram. These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block or blocks of the block diagram. These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block or blocks.

Claims

1. A service personnel recommendation method is applied to a customer service client, and comprises the following steps:

2. The method of claim 1, wherein prior to displaying the candidate referral service recommendation, the method further comprises:

3. The method of claim 1, wherein prior to displaying the candidate attendant recommendation list, the method further comprises:

4. A service personnel recommendation method is applied to an administrator client, and comprises the following steps:

uploading a list of pre-configured recommendable service personnel to a server.

5. The method of claim 4, wherein the service personnel configuration interface further comprises a recommendable service personnel editing control; the method further comprises the following steps:

6. A service personnel recommendation method is applied to a server and comprises the following steps:

7. The method of claim 6, wherein the determining one or more preconfigured recommendable service people from a list of preconfigured recommendable service people as candidate recommended service people based on the service consulting information comprises:

8. The method according to claim 7, wherein the output result of the semantic matching model comprises a score value of each information pair to be matched corresponding to a pre-configured recommendable service person;

acquiring a preset scoring value;

9. A terminal device, comprising a processor and a memory, the processor and the memory being interconnected;

the memory for storing a computer program comprising program instructions, the processor being configured to invoke the program instructions to perform the method of any of claims 1-3, or claims 4-5.

10. A server comprising a processor and a memory, said processor and memory being interconnected;

the memory for storing a computer program comprising program instructions, the processor being configured to invoke the program instructions to perform the method of any of claims 6-8.