CN114697281B - Text message processing method and device, storage medium and electronic device - Google Patents
Text message processing method and device, storage medium and electronic device Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
Abstract
The invention provides a text message processing method and device, a storage medium and an electronic device, wherein the method comprises the following steps: receiving text messages sent by different target platforms; analyzing the text message and determining the message type corresponding to the text message; determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel; and receiving a target processing result of the business platform connected with the processing channel for the text message in the message queue. Therefore, the problems that the processing mode of the text message is not flexible enough and the message management cannot be uniformly carried out in the prior art can be solved, so that the processing modes of the text message are various, the processing efficiency of a large number of existing text messages is improved, and the slowness of a single mode is avoided.
Description
Technical Field
The present invention relates to the field of communications, and in particular, to a method and apparatus for processing a text message, a storage medium, and an electronic device.
Background
The traditional customer service solution is an integral packaging scheme, when text messages are processed, the text messages are processed in the same way, the type of a user terminal for initiating a customer service request cannot be determined, information is actively pushed to a user, and a proper customer service terminal cannot be selected to respond to the customer service request according to the information of the user and the type of the customer service terminal used by the user, so that accurate customer service request processing is realized. For example, a mature solution in the market is generally to identify the source of a user, distribute the user route to a specific agent, such as a robot provided by a provider or a certain skill set of an agent system, and cannot flexibly process a customer service request in combination with a corresponding actual situation, and may be in a state that a simple customer service request is subjected to complex processing.
Aiming at the problems that the processing mode of text messages is not flexible enough, the message management cannot be uniformly carried out and the like in the related technology, no effective technical proposal has been proposed.
Disclosure of Invention
The embodiment of the invention provides a method and a device for processing text messages, a storage medium and an electronic device, which at least solve the problems that the processing mode of the text messages is not flexible enough, the message management cannot be uniformly performed and the like in the related technology.
According to an embodiment of the present invention, there is provided a method for processing a text message, including: receiving text messages sent by different target platforms; analyzing the text message and determining the message type corresponding to the text message; determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel; and receiving a target processing result of the business platform connected with the processing channel for the text message in the message queue.
In an exemplary embodiment, determining a processing channel corresponding to a message type according to a preset configuration rule, and inserting a text message into a message queue of the processing channel includes: under the condition that the message type corresponding to the text message is determined to be a non-forwarding message, determining that the text message needs to be returned to a corresponding target platform, and inserting the text message into a first message queue of a processing channel corresponding to the returned message; and under the condition that the message type corresponding to the text message is determined to be the forwarding message, determining that the text message needs to be sent to the service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time.
In an exemplary embodiment, after inserting the text message into the message queue of the corresponding processing channel of the return message, the method further comprises: under the condition that the text message is returned to the corresponding target platform through the first message queue, sending target indication information to the target platform, wherein the target indication information is used for indicating the target platform to send the text message to the client for page display; and acquiring response information of the target indication information received by the target platform, wherein the response information is that the target object updates text messages on a client connected with the target platform.
In an exemplary embodiment, after inserting the text message into the second message queue of the processing channel of the service platform for processing the service in real time, the method further comprises: determining first feedback of an intelligent text function in a service platform to a second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; based on the first feedback, extracting text messages which cannot be processed in the second message queue to generate a message set; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
In an exemplary embodiment, before determining a processing channel corresponding to the message type according to a preset configuration rule and inserting the text message into a message queue of the processing channel, the method further includes: inquiring an identification code carried by each text message, wherein the identification code is used for identifying basic information of a target object initiating the text message; the identification code is inquired through the application program interface connection information database; and under the condition that the identification code exists in the information database, determining that the target object corresponding to the text message is a key object, and inserting the text message into the front end of the message queue.
In one exemplary embodiment, receiving text messages sent by different target platforms includes: acquiring login information on different target platforms, and under the condition that the login information is verified to be effective, establishing a message channel with the target platforms so as to receive text messages sent by the different target platforms.
In an exemplary embodiment, after receiving the target processing result of the processing channel connected service platform for the text message in the message queue, the method further includes: under the condition that the target processing result is determined to successfully process the text message, calling a push interface of the target platform; and pushing the target processing result to a client connected with the target platform by using a pushing interface.
According to another embodiment of the present invention, there is provided a processing apparatus for text messages, including: the first receiving module is used for receiving text messages sent by different target platforms; the analysis module is used for analyzing the text message and determining the message type corresponding to the text message; the determining module is used for determining a processing channel corresponding to the message type according to a preset configuration rule and inserting the text message into a message queue of the processing channel; and the second receiving module is used for receiving a target processing result of the processing channel connected service platform for the text message in the message queue.
In an exemplary embodiment, the determining module is further configured to determine that the text message needs to be returned to the corresponding target platform, and insert the text message into the first message queue of the processing channel corresponding to the returned message, where the message type corresponding to the text message is determined to be a non-forwarding message; and under the condition that the message type corresponding to the text message is determined to be the forwarding message, determining that the text message needs to be sent to the service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time.
In an exemplary embodiment, the determining module further includes: the response unit is used for sending target indication information to the target platform under the condition that the text message is returned to the corresponding target platform through the first message queue, wherein the target indication information is used for indicating the target platform to send the text message to the client for page display; and acquiring response information of the target indication information received by the target platform, wherein the response information is that the target object updates text messages on a client connected with the target platform.
In an exemplary embodiment, the determining module further includes: the extraction unit is used for determining first feedback of the intelligent text function in the service platform to the second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; based on the first feedback, extracting text messages which cannot be processed in the second message queue to generate a message set; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
In an exemplary embodiment, the above apparatus further includes: the inquiry module is used for inquiring the identification code carried by each text message, wherein the identification code is used for identifying the basic information of the target object initiating the text message; the identification code is inquired through the application program interface connection information database; and under the condition that the identification code exists in the information database, determining that the target object corresponding to the text message is a key object, and inserting the text message into the front end of the message queue.
In an exemplary embodiment, the first receiving module is further configured to obtain login information on different target platforms, and establish a message channel with the target platform to receive text messages sent by different target platforms when the login information is verified to be valid.
In an exemplary embodiment, the above apparatus further includes: the pushing module is used for calling a pushing interface of the target platform under the condition that the target processing result is determined to successfully process the text message; and pushing the target processing result to a client connected with the target platform by using a pushing interface.
According to a further embodiment of the invention, there is also provided a storage medium having stored therein a computer program, wherein the computer program is arranged to perform the steps of any of the method embodiments described above when run.
According to a further embodiment of the invention, there is also provided an electronic device comprising a memory having stored therein a computer program and a processor arranged to run the computer program to perform the steps of any of the method embodiments described above.
According to the method and the device, text messages sent by different target platforms are received; analyzing the text message and determining a message type corresponding to the text message; determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel; the business platform connected with the processing channel receives the target processing result of the text message in the message queue, that is, the intelligent distribution platform classifies and processes the text message through interaction and cooperation among the client, the basic service platform and the business platform, distributes different text messages to the message queues corresponding to the processing channel according to the message type, and comprehensively manages the text message in different target message platforms, so that the problems that the processing mode of the text message is not flexible enough, the message management cannot be uniformly performed and the like in the prior art can be solved, the processing mode of the text message becomes various, the processing efficiency of a large number of existing text messages is improved, and the slowness of a single mode is avoided.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiments of the invention and together with the description serve to explain the invention and do not constitute a limitation on the invention. In the drawings:
FIG. 1 is a hardware block diagram of an intelligent distribution platform of a text message processing method according to an embodiment of the present invention;
FIG. 2 is a flow chart of a method of processing a text message according to an embodiment of the invention;
FIG. 3 is a schematic diagram of the architecture of an intelligent service distribution platform system according to an alternative embodiment of the present invention;
FIG. 4 is a network topology of an intelligent service distribution platform system according to an alternative embodiment of the present invention;
FIG. 5 is a network architecture diagram of an intelligent service distribution platform system according to an alternative embodiment of the present invention;
FIG. 6 is a flow diagram of an intelligent service distribution platform system processing text messages in accordance with an alternative embodiment of the present invention;
FIG. 7 is a schematic diagram of data interactions between portions of text message processing in accordance with an alternative embodiment of the present invention;
fig. 8 is a block diagram of a process of text message according to an embodiment of the present invention.
Detailed Description
The invention will be described in detail hereinafter with reference to the drawings in conjunction with embodiments. It should be noted that, in the case of no conflict, the embodiments and features in the embodiments may be combined with each other.
It should be noted that the terms "first," "second," and the like in the description and the claims of the present invention and the above figures are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order.
The method embodiment provided by the embodiment of the application can be executed in a computer terminal or a cloud-like computing device. Taking the operation on the intelligent distribution platform as an example, fig. 1 is a hardware structure block diagram of the intelligent distribution platform of a text message processing method according to an embodiment of the present invention. As shown in fig. 1, the intelligent distribution platform may include one or more processors 102 (only one is shown in fig. 1) (the processor 102 may include, but is not limited to, a microprocessor MCU or a processing device such as a programmable logic device FPGA) and a memory 104 for storing data, and in one exemplary embodiment, the intelligent distribution platform may further include a transmission device 106 for communication functions and an input-output device 108. It will be appreciated by those of ordinary skill in the art that the configuration shown in fig. 1 is merely illustrative and is not intended to limit the configuration of the intelligent distribution platform described above. For example, the intelligent distribution platform may also include more or fewer components than shown in FIG. 1, or have a different configuration than the equivalent functionality shown in FIG. 1 or more than the functionality shown in FIG. 1.
The memory 104 may be used to store a computer program, for example, a software program of application software and a module, such as a computer program corresponding to a method for processing a text message in an embodiment of the present invention, and the processor 102 executes the computer program stored in the memory 104 to perform various functional applications and data processing, that is, to implement the above-mentioned method. Memory 104 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, memory 104 may further include memory remotely located with respect to processor 102, which may be connected to the intelligent distribution platform via a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The transmission means 106 is arranged to receive or transmit data via a network. Specific examples of the network described above may include a wireless network provided by a communications provider of the intelligent distribution platform. In one example, the transmission device 106 includes a network adapter (Network Interface Controller, simply referred to as NIC) that can connect to other network devices through a base station to communicate with the internet. In one example, the transmission device 106 may be a Radio Frequency (RF) module, which is used to communicate with the internet wirelessly.
In this embodiment, a method for processing a text message is provided, and fig. 2 is a flowchart of a method for processing a text message according to an embodiment of the present invention, where the flowchart includes the following steps:
step S202, receiving text messages sent by different target platforms;
step S204, analyzing the text message and determining the message type corresponding to the text message; step S206, determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel;
step S208, receiving a target processing result of the processing channel connected service platform for the text message in the message queue.
Through the steps, text messages sent by different target platforms are received; analyzing the text message and determining a message type corresponding to the text message; determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel; the business platform connected with the processing channel receives the target processing result of the text message in the message queue, that is, the intelligent distribution platform classifies and processes the text message through interaction and cooperation among the client, the basic service platform and the business platform, distributes different text messages to the message queues corresponding to the processing channel according to the message type, and comprehensively manages the text message in different target message platforms, so that the problems that the processing mode of the text message is not flexible enough, the message management cannot be uniformly performed and the like in the prior art can be solved, the processing mode of the text message becomes various, the processing efficiency of a large number of existing text messages is improved, and the slowness of a single mode is avoided.
As an alternative implementation manner, the steps are performed on the basis of the intelligent distribution platform, and are specifically implemented as follows:
under the condition that a client initiates a session demand and sends a corresponding session instruction, an intelligent distribution platform acquires a corresponding interface through a RestAPI application programming interface module to perform initialization of session interaction, consultation information and session codes required by the session demand are sent to the client in a data set mode, after target object selection and determination, the client sends a timely communication message (equivalent to a text message in the embodiment of the invention) to a basic service platform, wherein the basic service platform comprises an instant messaging IM timely communication platform and an IM timely communication data synchronization module, and the timely communication message existing in the basic service platform is filtered;
determining text messages which need to be sent to corresponding account numbers of clients on the intelligent distribution platform, and sending the text messages to an MQ message queue module in the intelligent distribution platform for processing and waiting;
and when the processing is performed, a user center system, a cloud text robot, an HIC customer service platform and the like in the service platform are called through a business rule processing module in the intelligent distribution platform to obtain a processing result of the text message, and finally the intelligent distribution platform pushes a message corresponding to the processing result to a corresponding client through a communication interface provided by an IM timely communication platform in a technical service platform, so that session interaction of the client is completed.
In an exemplary embodiment, determining a processing channel corresponding to a message type according to a preset configuration rule, and inserting a text message into a message queue of the processing channel includes: under the condition that the message type corresponding to the text message is determined to be a non-forwarding message, determining that the text message needs to be returned to a corresponding target platform, and inserting the text message into a first message queue of a processing channel corresponding to the returned message; and under the condition that the message type corresponding to the text message is determined to be the forwarding message, determining that the text message needs to be sent to the service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time.
It can be understood that when the types of the messages corresponding to the text messages are different, the corresponding processing flows and the corresponding processing modes are also different, so that unified management after the classification of the text messages is realized by dividing the different processing channels and the message queues of the processing channels, and the processing sequence of the text messages is controlled by utilizing the mode of the message queues.
In an exemplary embodiment, after inserting the text message into the message queue of the corresponding processing channel of the return message, the method further comprises: under the condition that the text message is returned to the corresponding target platform through the first message queue, sending target indication information to the target platform, wherein the target indication information is used for indicating the target platform to send the text message to the client for page display; and acquiring response information of the target indication information received by the target platform, wherein the response information is that the target object updates text messages on a client connected with the target platform.
In an exemplary embodiment, after inserting the text message into the second message queue of the processing channel of the service platform for processing the service in real time, the method further comprises: determining first feedback of an intelligent text function in a service platform to a second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; based on the first feedback, extracting text messages which cannot be processed in the second message queue to generate a message set; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
In an exemplary embodiment, before determining a processing channel corresponding to the message type according to a preset configuration rule and inserting the text message into a message queue of the processing channel, the method further includes: inquiring an identification code carried by each text message, wherein the identification code is used for identifying basic information of a target object initiating the text message; the identification code is inquired through the application program interface connection information database; and under the condition that the identification code exists in the information database, determining that the target object corresponding to the text message is a key object, and inserting the text message into the front end of the message queue.
In one exemplary embodiment, receiving text messages sent by different target platforms includes: acquiring login information on different target platforms, and under the condition that the login information is verified to be effective, establishing a message channel with the target platforms so as to receive text messages sent by the different target platforms.
In an exemplary embodiment, after receiving the target processing result of the processing channel connected service platform for the text message in the message queue, the method further includes: under the condition that the target processing result is determined to successfully process the text message, calling a push interface of the target platform; and pushing the target processing result to a client connected with the target platform by using a pushing interface.
In order to better understand the procedure of the text message processing method, the following describes the flow of the text message processing method in combination with two alternative embodiments.
In an alternative embodiment of the present invention, there is provided an intelligent service distribution platform system, as shown in fig. 3, where the system includes: a client 32, a basic service platform 34, an intelligent distribution platform DBS36 and a service platform 38;
optionally, the basic service platform 34 composition may include: IM platform, media platform, SS soft switch platform (DBS-SS), remote control module (DBS-remote); the SS soft switch, SS indicates softswitch, is a functional entity, provides call control and connection control functions of services with real-time requirements for next generation network NGN, and is a core of next generation network call and control. The SS soft switching platform is used for deploying services in front of the call control module and is used for meeting the network communication module of communication requirements; the IM platform provides an instant messaging platform for basic text, voice, picture and other types of message contents and can send the text, the image, the voice and the file. The media platform provides an audio platform for voice call, a main service module for audio call and an audio-video call platform, which can carry out voice and video call.
Alternatively, the intelligent distribution platform DBS 36 composition may include: the system comprises a Rest API module, a business rule processing module, an MQ (Message Queue, MQ for short) Message Queue module (DBS-MQ), a call control module (DBS-call), a background management module (DBS-Web) and a remote control module (DBS-remote); the Rest API module provides a background interface service of the intelligent distribution platform, is mainly used for providing a background interface of an H5 online customer service and a background management website, and provides interfaces such as a hic customer service center calling interface for obtaining a history forwarding communication record. And the MQ message queue module is used for processing the MQ message, replying the message to the MQ, providing unified MQ docking specification, and providing the third party application program docking so as to achieve the function of accessing the intelligent distribution platform service. The background management module is mainly a background management website (DBS-H5-Admin) of the intelligent distribution platform, provides forwarding rule configuration of page sessions, inquiry and monitoring of text and audio sessions, provides a statistics report function, is convenient for data statistics and monitoring, and can also check a session forwarding log at the background management website. Is an interface background management module. The call control module is mainly used for controlling audio call, is in butt joint with the DBS-REST module, and after a forwarding channel is acquired, calls to a designated platform through SIP signaling to complete the voice online consultation function of the network device end or the intelligent sound box. The call control module can be in butt joint with the intelligent IVR and HIC customer service center voice seat to finish forwarding call signaling. The remote control module and the call control module comprise a sdk function integrated at the network end and a seat personnel desktop program for a hic customer service center. When the user at the network device uses the equipment to carry out voice communication, the user at the network device needs to provide remote support, the user can click a remote assistance button, a 6-bit digital connection code is displayed at the network device, the connection code is told to the user at the network device, and the user at the network device can directly remotely enter the connection code to the network device for remote control through the desktop client.
Optionally, the service platform 38 may include: user center system, cloud text robot, intelligent IVR, HIC customer service platform and network customer service center.
Optionally, the user center system includes: the integrated scene is that user information is acquired according to a user unique account, and the user information comprises a user unique id and user role information. The integrated data is that the user ID is used for the HIC customer service center to acquire the user information according to the user ID and the user role. The user roles are used for the intelligent distribution platform to judge which default channel to walk according to the user roles.
Optionally, the integration scene of the cloud-to-text robot is that the IM client sends text messages to the IM platform through the SDK, the IM platform forwards the messages to the intelligent distribution platform, the intelligent distribution platform sends the IM messages to the MQ according to the business rules, and the cloud-to-text robot consumes data in the MQ messages and then solves the problems. And sending the answer message to the MQ, the intelligent distribution platform consumes the message stored in the intelligent distribution platform by the cloud query robot, judges whether the cloud query robot forwards the message to other channels, forwards the message to the HIC customer service center for processing if the message is forwarded to other channels, and pushes the message to the IM client through the REST interface if the message is not forwarded to the HIC customer service center for processing.
It should be noted that the above integrated data is formed as follows in different interaction phases:
step one, an IM platform forwards a message to an intelligent distribution platform, wherein IM is taken as a producer, and the intelligent distribution platform consumes the message; optionally, the field types corresponding at this time are shown in table 1:
secondly, the intelligent distribution platform consumes the IM_to_robot, queries the user center interface according to userId to acquire user information, and judges which channel the user should forward to according to the business rule? The default robot channel invokes the robot interface/MQ.
Step three, the intelligent distribution platform judges that manual work is needed to be transferred, and sends production information, and hic customer service center consumes; at this time, the corresponding field types are shown in table 2:
optionally, the integration scenario of the HIC customer service platform is: entering the intelligent home APP online customer service page, clicking the [ turn to man ] button or the top custom menu can forward the consultation to the HIC customer service text processing center. The HIC customer service center can process consultation of text and picture types. The flow is as follows: the online customer service sends an IM message to the IM platform, the IM platform forwards the message to the intelligent distribution platform, and the intelligent distribution platform calls the manual customer service rest interface to send out the problem according to the judgment that the IM message is to be sent to the manual customer service. hic after receiving the questions, the customer service composes corresponding answers, then calls a reply interface provided by the intelligent distribution platform, and after receiving the replies, the intelligent distribution platform pushes the messages to the online customer service, so that the whole process is finished. The integrated data of the HIC customer service platform are as follows: after the manual transfer, the real_type field in the ke_text_session_info table needs to be modified. The real_type being 1 indicates that the robot processing is in the manual customer service processing, and being 2 indicates that the manual customer service processing is in the manual customer service processing. The HIC customer service center and the manual seat platform can be used for intervening text and voice consultation.
Alternatively, the intelligent IVR (voice call), the intelligent question-answering voice platform, can be trained according to knowledge, and the platform of the user can be guided intelligently. The integrated scene of the intelligent IVR is that a user sends an intelligent voice box to a Call processing module through an SS soft switch module, the Call processing module DBS-Call calls an intelligent distribution platform interface to acquire a default Call to the intelligent IVR of the channel, and the voice box and the intelligent IVR establish communication. And when the intelligent IVR cannot process, calling an intelligent distribution platform interface to acquire information of the forwarding channel, and forwarding the call to the forwarding channel.
The integrated data of the intelligent IVR comprises:
1) Acquiring voice call default channel information, and requesting URL: POST http:// { hostname }/v1/voice/defaultModule. The request parameters are shown in table 3 below. The return parameters are shown in table 4 below and the info object parameters are shown in table 5 below;
table 3 request parameters
TABLE 4 Return parameters
TABLE 5 info object parameters
2) Acquiring voice forwarding artificial channel information, specifically, requesting URL: POST http:// { hostname }/v1/voice/customerModule. The request parameters are shown in table 6 below. The return parameters are shown in Table 7 below, and the info object parameters are shown in Table 8 below;
TABLE 6 request parameters
TABLE 7 Return parameters
TABLE 8 info object parameters
After the intelligent service distribution platform system is constructed, the organization and the authority are divided, for example, the roles of a background management website of the intelligent distribution platform are divided into: the super manager, the common manager and the operation and maintenance engineer super manager have all the authorities of the system, including the authorities of role management, manager management and the like. The common manager has all rights except for role management, user management and menu management. The operation and maintenance engineer has an abnormal forwarding data menu.
FIG. 4 is a network topology of an intelligent service distribution platform system according to an alternative embodiment of the present invention; FIG. 5 is a schematic diagram of a network architecture of an intelligent service distribution platform system according to an alternative embodiment of the present invention, where a user may access a cloud server where the intelligent service distribution platform and online customer service exist through the Internet, where the cloud server is directly connected to an information server including a user center and a member system, where the cloud server may also be connected to an internal system server, where the internal system server may be sensitive information including an order system, CDK, a work order system, OMS, etc.;
optionally, in executing the network architecture, attention needs to be paid to the following points:
1. Each functional module establishes an elastic expansion group to cope with service peaks;
2. the database security group only allows the corresponding application to access, the application security group only allows the front end to access, and other groups also require only opening the necessary access rights;
3. the traffic is placed at another VPC in the same area of the distribution platform, with the necessary isolation.
4. And publishing the internet service through the load balancer, and disabling the internet address by other resources.
Optionally, for the data structure, using a unified login scheme of the existing user center to record the unregistered user independently, wherein the client information is derived from the user center and comprises a user tag, a name, a user ID, a mobile phone number, an address and the like; the member and the rights and interests information are derived from a member center, such as a member rights and interests level; the point information is derived from an integration center, such as a membership point; the user service list information is derived from the HCC system; the user commodity and order information originate from the existing intelligent merchant's business city order system. The consumer logistics information originates from existing CDK logistics systems. Thereby forming unified information management.
As an alternative implementation manner, fig. 6 is a schematic flow chart of processing a text message by using an intelligent service distribution platform system according to an alternative embodiment of the present invention, which specifically includes the following steps:
Step 1, a client logs in to an IM platform and sends an IM message (namely a text message) to the IM platform.
And step 2, after receiving the message, the IM platform forwards the message to an MQ message module of the intelligent distribution platform through the MQ.
And step 3, sending the IM message of the MQ message module to a business rule processing module.
And 4, after receiving the IM message, the business rule processing module acquires a channel for processing the message by default according to the configuration rule, and inserts the IM message just into a corresponding MQ queue of the channel. For example, when the IM message is a text message, the corresponding default channel is a cloud text robot.
And 5, monitoring an MQ queue (robot msg_req) in an MQ message module in real time by a default channel (cloud text robot), carrying out text analysis and knowledge base retrieval by the robot after waiting for processing the queue message, returning the conforming content, and inserting the conforming content into the MQ queue (robot msg_rsp).
And 6, a business rule processing module monitors an MQ queue (robot_msg_rsp) of returned information of the text robot in real time, and if data exist, the type of the message is judged first.
Step 7, receiving robot reply information, and feeding back information to the business rule processing module by the MQ information module;
and 8, a business rule processing module returns the IM message to an IM platform when the message type is not forwarded, the IM platform is sent to a client, and the client is displayed on a page. For example, calling the IM platform provides an interface push return message.
Step 9, the cloud text robot returns information to indicate that text information is forwarded to other channels;
step 10, when the message type is the forwarding message, the MQ message module feeds back the message to be forwarded to the business rule processing module;
and 11, inserting the message into a forwarding channel, namely acquiring channel information to be forwarded, and inserting the unprocessed text message into an MQ queue (person_msg_req) to which the channel belongs.
And 12, sending the text message to an artificial customer service channel at the moment because the text message cloud text robot cannot process the text message in time, butting an HIC customer service platform corresponding to the artificial customer service channel with an artificial customer service seat, and inquiring the basic information of a user and the history record inquiry corresponding to the user through the ID carried by the text message to finish the processing of the text message.
Optionally, fig. 7 is a schematic diagram of data interaction between parts when text message processing is performed according to an alternative embodiment of the present invention;
in summary, through the optional embodiment of the invention, the intelligent service distribution platform provides the user consultation customer service information distribution capability based on various service scenes, and the distribution of upper logic, such as the distribution of consultation users to different robots or different reception groups of different seat reception systems, is realized. And the intelligent service distribution platform provides unified docking specification, so that the modular product can be conveniently accessed and configured. The whole intelligent customer service system can be replaced or upgraded in a modularized way, and multiple suppliers can be selected to conduct bidding cooperation, so that the product strength can be improved, and a large amount of cost can be saved.
From the description of the above embodiments, it will be clear to a person skilled in the art that the method according to the above embodiments may be implemented by means of software plus the necessary general hardware platform, but of course also by means of hardware, but in many cases the former is a preferred embodiment. Based on such understanding, the technical solution of the present invention may be embodied essentially or in a part contributing to the prior art in the form of a software product stored in a storage medium (e.g. ROM/RAM, magnetic disk, optical disk) comprising instructions for causing a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) to perform the processing of text messages according to the embodiments of the present invention.
The embodiment also provides a text message processing device, which is used for implementing the above embodiment and the preferred implementation, and is not described in detail. While the means described in the following embodiments are preferably implemented in software, implementation in hardware, or a combination of software and hardware, is also possible and contemplated.
Fig. 8 is a block diagram of a text message processing apparatus according to an embodiment of the present invention, as shown in fig. 8, including:
A first receiving module 82, configured to receive text messages sent by different target platforms;
the parsing module 84 is configured to parse the text message and determine a message type corresponding to the text message;
a determining module 86, configured to determine a processing channel corresponding to the message type according to a preset configuration rule, and insert the text message into a message queue of the processing channel;
and the second receiving module 88 is configured to receive a target processing result of the processing channel connected service platform for the text message in the message queue.
Receiving text messages sent by different target platforms through the device; analyzing the text message and determining a message type corresponding to the text message; determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel; the business platform connected with the processing channel receives the target processing result of the text message in the message queue, that is, the intelligent distribution platform classifies and processes the text message through interaction and cooperation among the client, the basic service platform and the business platform, distributes different text messages to the message queues corresponding to the processing channel according to the message type, and comprehensively manages the text message in different target message platforms, so that the problems that the processing mode of the text message is not flexible enough, the message management cannot be uniformly performed and the like in the prior art can be solved, the processing mode of the text message becomes various, the processing efficiency of a large number of existing text messages is improved, and the slowness of a single mode is avoided.
In an exemplary embodiment, the determining module is further configured to determine that the text message needs to be returned to the corresponding target platform, and insert the text message into the first message queue of the processing channel corresponding to the returned message, where the message type corresponding to the text message is determined to be a non-forwarding message; and under the condition that the message type corresponding to the text message is determined to be the forwarding message, determining that the text message needs to be sent to the service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time.
In an exemplary embodiment, the determining module further includes: the response unit is used for sending target indication information to the target platform under the condition that the text message is returned to the corresponding target platform through the first message queue, wherein the target indication information is used for indicating the target platform to send the text message to the client for page display; and acquiring response information of the target indication information received by the target platform, wherein the response information is that the target object updates text messages on a client connected with the target platform.
In an exemplary embodiment, the determining module further includes: the extraction unit is used for determining first feedback of the intelligent text function in the service platform to the second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; based on the first feedback, extracting text messages which cannot be processed in the second message queue to generate a message set; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
In an exemplary embodiment, the above apparatus further includes: the inquiry module is used for inquiring the identification code carried by each text message, wherein the identification code is used for identifying the basic information of the target object initiating the text message; the identification code is inquired through the application program interface connection information database; and under the condition that the identification code exists in the information database, determining that the target object corresponding to the text message is a key object, and inserting the text message into the front end of the message queue.
In an exemplary embodiment, the first receiving module is further configured to obtain login information on different target platforms, and establish a message channel with the target platform to receive text messages sent by different target platforms when the login information is verified to be valid.
In an exemplary embodiment, the above apparatus further includes: the pushing module is used for calling a pushing interface of the target platform under the condition that the target processing result is determined to successfully process the text message; and pushing the target processing result to a client connected with the target platform by using a pushing interface.
In the description of the present invention, it should be understood that the directions or positional relationships indicated by the terms "center", "upper", "lower", "front", "rear", "left", "right", etc. are based on the directions or positional relationships shown in the drawings, are merely for convenience of describing the present invention and simplifying the description, and do not indicate or imply that the apparatus or component to be referred to must have a specific orientation, be constructed and operated in a specific orientation, and thus should not be construed as limiting the present invention. Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
In the description of the present invention, it should be noted that, unless explicitly specified and limited otherwise, the terms "mounted," "connected," and "connected" are to be construed broadly, and may be either fixedly connected, detachably connected, or integrally connected, for example; can be mechanically or electrically connected; can be directly connected or indirectly connected through an intermediate medium, and can be communicated with the inside of the two components. When an element is referred to as being "mounted" or "disposed" on another element, it can be directly on the other element or intervening elements may also be present. When an element is referred to as being "connected" to another element, it can be directly connected to the other element or intervening elements may also be present. It will be understood by those of ordinary skill in the art that the terms described above are in the specific sense of the present invention.
It should be noted that each of the above modules may be implemented by software or hardware, and for the latter, it may be implemented by, but not limited to: the modules are all located in the same processor; alternatively, the above modules may be located in different processors in any combination.
An embodiment of the invention also provides a storage medium having a computer program stored therein, wherein the computer program is arranged to perform the steps of any of the method embodiments described above when run.
In an exemplary embodiment, in the present embodiment, the above-described storage medium may be configured to store a computer program for performing the steps of:
s1, receiving text messages sent by different target platforms;
s2, analyzing the text message and determining a message type corresponding to the text message;
s3, determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel;
s4, receiving a target processing result of the processing channel connected service platform for the text message in the message queue.
In an exemplary embodiment, in the present embodiment, the storage medium may include, but is not limited to: a usb disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a removable hard disk, a magnetic disk, or an optical disk, or other various media capable of storing a computer program.
An embodiment of the invention also provides an electronic device comprising a memory having stored therein a computer program and a processor arranged to run the computer program to perform the steps of any of the method embodiments described above.
In an exemplary embodiment, the electronic apparatus may further include a transmission device connected to the processor, and an input/output device connected to the processor.
In an exemplary embodiment, in this embodiment, the above-mentioned processor may be configured to execute the following steps by a computer program:
s1, receiving text messages sent by different target platforms;
s2, analyzing the text message and determining a message type corresponding to the text message;
s3, determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel;
s4, receiving a target processing result of the processing channel connected service platform for the text message in the message queue.
In an exemplary embodiment, reference may be made to the examples described in the foregoing embodiments and optional implementations, and this embodiment is not repeated herein.
It will be apparent to those skilled in the art that the modules or steps of the invention described above may be implemented in a general purpose computing device, they may be concentrated on a single computing device, or distributed across a network of computing devices, and in one exemplary embodiment they may be implemented in program code executable by a computing device, so that they may be stored in a memory device for execution by a computing device, and in some cases, the steps shown or described may be performed in a different order than what is shown or described, or they may be separately fabricated into individual integrated circuit modules, or a plurality of modules or steps in them may be fabricated into a single integrated circuit module. Thus, the present invention is not limited to any specific combination of hardware and software.
The above description is only of the preferred embodiments of the present invention and is not intended to limit the present invention, but various modifications and variations can be made to the present invention by those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the principle of the present invention should be included in the protection scope of the present invention.
Claims (7)
1. A method for processing a text message, comprising:
Receiving text messages sent by different target platforms;
analyzing the text message and determining a message type corresponding to the text message;
determining a processing channel corresponding to the message type according to a preset configuration rule, and inserting the text message into a message queue of the processing channel;
receiving a target processing result of the processing channel connected service platform for the text message in the message queue;
the determining the processing channel corresponding to the message type according to the preset configuration rule, and inserting the text message into the message queue of the processing channel includes: under the condition that the message type corresponding to the text message is determined to be a non-forwarding message, determining that the text message needs to be returned to a corresponding target platform, and inserting the text message into a first message queue of a processing channel corresponding to the returned message; under the condition that the message type corresponding to the text message is determined to be a forwarding message, determining that the text message needs to be sent to a service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time; wherein after the text message is inserted into the message queue of the processing channel corresponding to the return message, the method further comprises: under the condition that the text message is returned to the corresponding target platform through the first message queue, sending target indication information to the target platform, wherein the target indication information is used for indicating the target platform to send the text message to a client for page display; obtaining response information of the target indication information received by the target platform, wherein the response information is that a text message is updated on a client connected with the target platform by a target object; wherein after the text message is inserted into the second message queue of the processing channel of the service platform for processing the service in real time, the method further comprises: determining first feedback of the intelligent text function in the service platform for the second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; extracting text messages which cannot be processed in the second message queue to generate a message set based on the first feedback; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
2. The method for processing a text message according to claim 1, wherein before determining a processing channel corresponding to the message type according to a preset configuration rule and inserting the text message into a message queue of the processing channel, the method further comprises:
inquiring an identification code carried by each text message, wherein the identification code is used for identifying basic information of a target object initiating the text message;
the identification codes are inquired through the application program interface connection information database;
and under the condition that the identification code exists in the information database, determining that a target object corresponding to the text message is a key object, and inserting the text message into the front end of a message queue.
3. The method for processing a text message according to claim 1, wherein receiving text messages sent by different target platforms comprises:
acquiring login information on different target platforms;
and under the condition that the login information is verified to be effective, establishing a message channel with the target platform so as to receive text messages sent by different target platforms.
4. The method for processing a text message according to claim 1, wherein after receiving a target processing result of the processing channel connected service platform for the text message in the message queue, the method further comprises:
Calling a push interface of the target platform under the condition that the target processing result is determined to successfully process the text message;
and pushing the target processing result to a client connected with the target platform by using the pushing interface.
5. A text message processing apparatus, comprising:
the first receiving module is used for receiving text messages sent by different target platforms;
the analysis module is used for analyzing the text message and determining the message type corresponding to the text message;
the determining module is used for determining a processing channel corresponding to the message type according to a preset configuration rule and inserting the text message into a message queue of the processing channel;
the second receiving module is used for receiving a target processing result of the business platform connected with the processing channel for the text message in the message queue;
the determining module is further configured to determine that the text message needs to be returned to the corresponding target platform and insert the text message into the first message queue of the processing channel corresponding to the returned message when it is determined that the message type corresponding to the text message is a non-forwarding message; under the condition that the message type corresponding to the text message is determined to be a forwarding message, determining that the text message needs to be sent to a service platform for processing, and inserting the text message into a second message queue of a processing channel of the service platform for processing the service in real time;
The determination module further includes: the response unit is used for sending target indication information to the target platform under the condition that the text message is returned to the corresponding target platform through the first message queue, wherein the target indication information is used for indicating the target platform to send the text message to the client for page display; obtaining response information of target indication information received by a target platform, wherein the response information is that a target object updates text messages on a client connected with the target platform;
the determination module further includes: the extraction unit is used for determining first feedback of the intelligent text function in the service platform to the second message queue, wherein the first feedback is used for indicating that text messages which cannot be processed by the intelligent text function exist in the second message queue; based on the first feedback, extracting text messages which cannot be processed in the second message queue to generate a message set; and sending the message set to a customer service platform in the service platform, wherein the customer service platform is used for analyzing the message set and sending each message in the message set to a corresponding type of manual customer service.
6. A computer-readable storage medium, characterized in that the storage medium has stored therein a computer program, wherein the computer program is arranged to execute the method of processing a text message as claimed in any of the claims 1 to 4 when run.
7. An electronic device comprising a memory and a processor, characterized in that the memory has stored therein a computer program, the processor being arranged to run the computer program to perform the method of processing a text message as claimed in any of the claims 1 to 4.
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