CN114722108A

CN114722108A - Customer service data processing method and device, electronic equipment and storage medium

Info

Publication number: CN114722108A
Application number: CN202210375522.4A
Authority: CN
Inventors: 李俊; 辛植; 李坤; 李伟
Original assignee: Jingdong Technology Information Technology Co Ltd
Current assignee: Jingdong Technology Information Technology Co Ltd
Priority date: 2022-04-11
Filing date: 2022-04-11
Publication date: 2022-07-08

Abstract

The invention discloses a customer service data processing method and device, electronic equipment and a storage medium, and relates to the technical field of computers. One embodiment of the method comprises: responding to a generation instruction of a customer service work order, and acquiring the service type of the work order and the parameter value of an initial parameter in the generation instruction; based on the work order service type, inquiring that the customer service work order comprises element parameters; calling a preset parameter calling relational library to determine a target interface set and an interface calling sequence which are required to be called by the element parameters based on the initial parameters; and based on the interface calling sequence, taking the parameter value of the initial parameter as an input value, and calling the interfaces in the target interface set in sequence to obtain the parameter value of the element parameter so as to generate the target customer service work order. The method and the device can solve the problem that when the customer service work order is generated, the customer service staff needs to inquire the element content included in the customer service work order for refilling, so that the accuracy and the efficiency of generating the customer service work order are low.

Description

Customer service data processing method and device, electronic equipment and storage medium

Technical Field

The present invention relates to the field of computer technologies, and in particular, to a method and an apparatus for processing customer service data, an electronic device, and a storage medium.

Background

In the fields of e-commerce and the like, a user can provide service requirements through a customer service system, and the customer service system can generate a customer service work order according to the user requirements so as to process the user requirements conveniently. The customer service work order comprises elements needing to be filled, the fields of the services proposed by the users are different, and the elements in the customer service work order are different. In the prior art, when a customer service work order is generated, a customer service worker needs to manually inquire element contents included in the customer service work order from other systems and refill the element contents into the customer service work order, but the element contents in the customer service work order are easily filled in a wrong way in the mode, and further the accuracy and the efficiency of generating the customer service work order are low.

Disclosure of Invention

In view of this, embodiments of the present invention provide a method and an apparatus for processing customer service data, an electronic device, and a storage medium, which can solve the problem that when a customer service work order is generated, a customer service worker needs to manually query element contents included in the customer service work order for refilling, resulting in lower accuracy and efficiency of generating the customer service work order.

To achieve the above object, according to an aspect of an embodiment of the present invention, a customer service data processing method is provided.

The customer service data processing method of the embodiment of the invention comprises the following steps: responding to a generation instruction of a customer service work order, and acquiring the service type of the work order and the parameter value of an initial parameter in the generation instruction; based on the work order service type, inquiring element parameters included in the customer service work order; calling a preset parameter calling relational library to determine and obtain a target interface set and an interface calling sequence which need to be called by the element parameters based on initial parameters, wherein the parameter calling relational library comprises calling relations among a plurality of parameters and interface information corresponding to the calling relations, and the plurality of parameters comprise the initial parameters and the element parameters; and based on the interface calling sequence, taking the parameter value of the initial parameter as an input value, and calling the interfaces in the target interface set in sequence to obtain the parameter value of the element parameter so as to generate a target customer service work order.

In one embodiment, the determining, based on the initial parameter, a target interface set and an interface calling order that need to be called to obtain the element parameter includes:

generating a directed graph corresponding to the parameter calling relational library by taking the parameters in the parameter calling relational library as entities and taking the calling relations in the parameter calling relational library as connecting edges;

determining a path between the initial parameter corresponding entity and the element parameter corresponding entity from the directed graph to determine the target interface set and the interface calling order based on the path including a connecting edge.

In yet another embodiment, the path includes a plurality, determining the target interface set and the interface invocation order based on the path including a connecting edge includes:

calculating the number of times of interface calling corresponding to each path based on the paths including the connecting edges so as to determine a target path;

determining the target interface set and the interface calling order based on the target path comprising a connecting edge.

In another embodiment, the generating a directed graph corresponding to the parameter invocation relational library by using the parameter in the parameter invocation relational library as an entity and using the invocation relation in the parameter invocation relational library as a connection edge includes:

determining the element parameters as output parameters, and extracting input parameters corresponding to the output parameters from the parameter calling relational library;

judging whether all the input parameters are the initial parameters; if so, adding the input parameters, the output parameters and the calling relationship between the input parameters and the output parameters to a map set; if not, adding the input parameters, the output parameters and the calling relationship between the input parameters and the output parameters to a map set, updating the input parameters to the output parameters, re-extracting the input parameters corresponding to the updated output parameters, and re-executing the judgment operation until all the re-extracted input parameters are initial parameters;

and generating the directed graph by taking the parameters in the graph set as entities and the calling relation in the graph set as a connecting edge.

In another embodiment, after generating the target customer service order based on the parameter values, the method further comprises:

responding to an upgrading instruction of the target customer service work order, and inquiring upgrading parameters included in the target customer service work order based on the work order service type;

calling a preset parameter calling relational library to determine an upgrading interface set and an upgrading interface calling sequence required to be called by the upgrading parameters based on the initial parameters and the element parameters;

and based on the upgrading interface calling sequence, taking the initial parameters and the parameter values of the element parameters as input values, and calling the interfaces in the upgrading interface set in sequence to obtain the parameter values of the upgrading parameters so as to generate an upgrading customer service work order.

In another embodiment, invoking the preset parameters invokes a relational library, comprising:

inquiring a historical record corresponding to the element parameter, and judging whether an input value corresponding to the historical record is a parameter value of the initial parameter;

if so, extracting parameter values of the element parameters from the historical records to generate a target customer service work order; if not, calling a preset parameter calling relational library.

In yet another embodiment, generating the target customer service order based on the parameter values includes:

and calling a preset work order page template, and rendering the parameter values based on the element parameter identifiers in the work order page template to generate a target customer service work order.

To achieve the above object, according to another aspect of the embodiments of the present invention, a customer service data processing apparatus is provided.

The customer service data processing device of the embodiment of the invention comprises: the acquiring unit is used for responding to a generation instruction of a customer service work order and acquiring the service type of the work order and the parameter value of an initial parameter in the generation instruction; the query unit is used for querying the element parameters included in the customer service work order based on the work order service type; a determining unit, configured to call a preset parameter call relation library, so as to determine, based on an initial parameter, a target interface set and an interface call sequence that need to be called by the element parameter, where the parameter call relation library includes call relations among multiple parameters and interface information corresponding to the call relations, and the multiple parameters include the initial parameter and the element parameter; and the generating unit is used for sequentially calling the interfaces in the target interface set by taking the parameter values of the initial parameters as input values based on the interface calling sequence to obtain the parameter values of the element parameters so as to generate a target customer service work order based on the parameter values.

In an embodiment, the determining unit is specifically configured to:

In yet another embodiment, the path comprises a plurality;

the determining unit is specifically configured to:

In another embodiment, the determining unit is specifically configured to:

In another embodiment, the query unit is further configured to query, in response to an upgrade instruction of the target customer service work order, an upgrade parameter included in the target customer service work order based on the work order service type;

the determining unit is further configured to call a preset parameter call relation library to determine an upgrade interface set and an upgrade interface call sequence that need to be called by the upgrade parameter based on the initial parameter and the element parameter;

the generation unit is further configured to sequentially call the interfaces in the upgrade interface set by using the parameter values of the initial parameter and the element parameter as input values based on the upgrade interface call sequence to obtain the parameter values of the upgrade parameters, so as to generate an upgrade customer service work order.

In another embodiment, the determining unit is specifically configured to:

In another embodiment, the generating unit is specifically configured to:

To achieve the above object, according to still another aspect of an embodiment of the present invention, there is provided an electronic apparatus.

An electronic device of an embodiment of the present invention includes: one or more processors; the storage device is used for storing one or more programs, and when the one or more programs are executed by the one or more processors, the one or more processors realize the customer service data processing method provided by the embodiment of the invention.

To achieve the above object, according to still another aspect of an embodiment of the present invention, there is provided a computer-readable medium.

A computer-readable medium of an embodiment of the present invention stores thereon a computer program, and the program, when executed by a processor, implements a customer service data processing method provided by an embodiment of the present invention.

One embodiment of the above invention has the following advantages or benefits: because the element parameters included in each work order are usually obtained by directly inquiring the initial parameters or by inquiring the intermediate parameters after the initial parameters are inquired, each interface and each interface information which are required to be called when the element parameters are directly inquired or indirectly inquired are configured in advance in the embodiment of the invention, and each interface information can show the calling relationship between the interface input parameters and the interface output parameters corresponding to the interface, thereby obtaining a parameter calling relationship library; in the embodiment of the invention, in response to a generation instruction of a customer service work order, the service type of the work order and the parameter value of the initial parameter can be obtained, the element parameter included in the customer service work order can be inquired based on the service type of the work order, a preset parameter calling relational library is further called, and a target interface set and an interface calling sequence which need to be called when the element parameter is inquired from the initial parameter can be determined, so that the interfaces in the target interface set are sequentially called to obtain the parameter value of the element parameter, and the target customer service work order is further generated. In the embodiment of the invention, the target interface set and the interface calling sequence required to be called for obtaining the element parameters can be directly determined through the preset parameter calling relational library, so that the parameter values of the element parameters are obtained through the sequential calling of the target interfaces, and the target customer service work order can be automatically generated, thereby avoiding the operation of customer service personnel and improving the accuracy and the efficiency of the generation of the customer service work order.

Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.

Drawings

The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:

FIG. 1 is a schematic diagram of a main flow of a customer service data processing method according to an embodiment of the present invention;

FIG. 2 is a schematic diagram of a directed graph according to an embodiment of the present invention;

FIG. 3 is yet another schematic diagram of a directed graph according to an embodiment of the present invention;

FIG. 4 is a schematic diagram of a main flow of a customer service work order upgrade method according to an embodiment of the present invention;

FIG. 5 is another schematic diagram of a directed graph according to an embodiment of the present invention;

FIG. 6 is a schematic diagram of the main elements of a customer service data processing apparatus according to an embodiment of the present invention;

FIG. 7 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;

FIG. 8 is a schematic block diagram of a computer system suitable for use in implementing embodiments of the present invention.

Detailed Description

Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

It should be noted that the embodiments and features of the embodiments may be combined with each other without conflict. According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations.

The embodiment of the invention provides a customer service data processing system which can be used in a scene of generating a customer service work order.

Specifically, the customer service data processing system can be used in a scene generated by a customer service work order when a customer service demand is provided to the customer service system by a user. The customer service data processing system can be a part of the customer service system, and can also be mutually independent systems, and data interaction can be carried out between the customer service system and the mutually independent systems. When a user puts forward a service demand to a customer service system, a customer service work order is generally required to be generated in order to record and process the demand put forward by the user.

The customer service work order usually comprises basic information of the user, such as user identification, and the information can be directly obtained from a customer service system (such as user login information) without being inquired from other third-party systems; the customer service work order also comprises other parameters which need to be obtained by inquiring from other systems and need to be inquired based on the basic information of the user, so in the embodiment of the invention, the basic information of the user, which can be directly obtained from the customer service work order, is determined as the initial parameter, and the parameters, which need to be inquired from other systems through the initial parameter, in the customer service work order are determined as the element parameters. Because the element parameters included in the customer service work order corresponding to different service types are usually different, the corresponding relationship between the service type of the work order and the element parameters can be pre-established in the embodiment of the invention, so as to determine the element parameters included in the customer service work order.

Because the element parameters are generally obtained by direct or indirect query based on the initial parameters, that is, the element parameters are obtained by direct query of the initial parameters, or by query after one or more intermediate parameters are obtained by query of the initial parameters, each interface and each interface information which need to be called when the element parameters are directly queried or indirectly queried are configured in advance in the embodiment of the invention.

The interface may be specifically registered in a gateway of the customer service data processing system for a third-party system that provides parameter query, and the third-party system may be accessed by invoking the interface to perform parameter value query. Specifically, in order to facilitate interface calling, different interface protocols can be adapted by the gateway, and then a standard Restful protocol interface is provided uniformly, and the Restful interface of the third-party system can be adapted again without the gateway. The interface information may include an interface address, an interface protocol, an interface input (input) and an interface output (output), and the like, and specifically, the interface may be defined through a preset configuration page, a class used for the interface definition may be as follows, and the gatevanterface represents an interface identifier.

Gateavlnterface

-interfacetName:String

-interfaceAddiress:String

-method:String

-input:List﹤string﹥

-output:List﹤string﹥

According to the interface information, each interface is configured with interface exit and interface entry, so that a calling relationship between the interface entry and the interface exit can be determined, namely the interface exit can be inquired by the interface entry and the interface exit through interface calling. Therefore, in the embodiment of the present invention, a call relationship between parameters may be determined based on the configured interface and the interface information, and a parameter call relationship library may be further constructed based on the call relationship and the interface information corresponding to the call relationship, that is, the parameter call relationship library includes the call relationship between the parameters and the interface information corresponding to the call relationship, where the parameters include initial parameters and element parameters included in each work order, and may further include intermediate parameters required when the element parameters are queried by the initial parameters.

For example, the initial parameter is the user identifier, the work order service type is the delayed repayment of the credit card, the initial parameter of the customer service work order is the user identifier, the element parameter is the installment number, the installment number inquiry needs to inquire the invoice number based on the user identifier and then inquire the installment number based on the invoice number, so the first interface and the second interface can be configured in advance, the first interface takes the user identifier as the interface input parameter and the invoice number as the interface output parameter, the second interface takes the invoice number as the interface input parameter and the installment number as the interface output parameter, so the calling relationship between the user identifier and the invoice number, the calling relationship between the invoice number and the installment number can be determined, and further the parameter calling relationship library is constructed, the parameter calling relationship library comprises the calling relationship between the user identifier and the invoice number, the calling relationship between the invoice number and the installment number, and the interface information corresponding to each calling relationship, therefore, the interface set and the interface calling sequence required to be called by obtaining the element parameters through the initial parameter user identification can be determined.

It should be noted that, in the embodiment of the present invention, the definition interface and the corresponding element parameter may also be bound, so as to query the interface corresponding to the element parameter. The class definition of the binding agent may be as follows, where propextyCode denotes the element parameter name.

Property

-propextyCode:String

-alias:Striog

-gatewayInterface:GatewayInterface

An embodiment of the present invention provides a customer service data processing method, which may be executed by a customer service data processing system, and as shown in fig. 1, the method includes:

s101: and responding to a generation instruction of the customer service work order, and acquiring the service type of the work order and the parameter value of the initial parameter in the generation instruction.

The generation instruction of the customer service work order may be triggered by the customer service system after the user makes a service request, specifically, may be triggered by a page operation, such as a control or button operation provided in the page, for the customer service staff. The generation instruction includes the type of the work order service and the initial parameters in the customer service work order, such as the user identification. For example, the customer service personnel may select a work order business type in a newly created page of the customer service work order to determine the work order business type in the generation order.

S102: and inquiring the element parameters included in the customer service work order based on the work order service type.

The corresponding relation between the work order service type and the element parameters is pre-established, so that the customer service work order including the element parameters can be inquired based on the work order service type. For example, the work order service type is credit card deferred payment, and the element parameter is the extension order number, so that the corresponding relation between the credit card deferred payment and the extension order number can be established.

S103: and calling a preset parameter calling relational library to determine a target interface set and an interface calling sequence which are required to be called by the element parameters based on the initial parameters.

The parameter calling relation library comprises calling relations among a plurality of parameters and interface information corresponding to each calling relation, and the plurality of parameters comprise initial parameters and element parameters. The target interface set represents the interfaces required to be called by querying the element parameters, and may include one interface or a plurality of interfaces. When the target interface set comprises a plurality of interfaces, the intermediate parameters are required to be inquired by the initial parameters, then the element parameters are required to be inquired by the intermediate parameters, and the interfaces in all the target interface sets are required to be called according to the interface calling sequence so as to inquire the element parameters.

Specifically, in the embodiment of the present invention, in order to accurately and quickly determine the target interface set and the interface calling sequence, a directed graph may be generated based on the parameter calling relationship library. In the directed graph, parameters in the parameter calling relation library are used as entities, calling relations are used as connecting edges, the connecting edges have directionality, and interface input parameters of the interfaces corresponding to the calling relations point to interface output parameters. The interface in-participation and the interface out-participation of the interface are not reverse usually, so the directed graph is a directed acyclic graph.

Assume that the parameter invocation relationship library includes the parameters: p0, P1, P2, P3, P4, P5, P6 and P7, wherein P0 is an initial parameter and does not need to call a query through an interface. Taking table 1 as an example, the call relationship between the parameters in the parameter call relationship library and the interface corresponding to the call relationship are used.

TABLE 1

In table 1, the target parameter represents a parameter that can be found by an interface call query. With each parameter as an entity, the calling relationship may generate a corresponding directed graph for the edge, as shown in fig. 2. Based on the directed graph shown in fig. 2, it can be determined that the entities corresponding to the initial parameters obtain paths between the entities corresponding to the target parameters, that is, paths where the initial parameters obtain the target parameters are specifically shown in table 2.

TABLE 2

As shown in table 2, taking the target parameter P3 as an example, the path is to query the intermediate parameter P1 based on the P0 call interface M1, and then query the intermediate parameter P3 based on the P0 and the P1 call interface M3. Therefore, the path between the entity corresponding to the initial parameter and the entity corresponding to the element parameter can be determined through the directed graph. Because each connecting edge in the directed graph corresponds to a calling relation, the calling relation corresponds to an interface, and the path is directional, a target interface set and an interface calling sequence can be determined based on the obtained path including the connecting edges. Taking the above P3 in fig. 2 as an example, it may be determined that the corresponding target interface set includes M1 and M3 based on the path, and the interface call order is to call M1 first and then call M3.

In some embodiments, the path from which the element parameter is derived includes a plurality of paths, and as shown in P7 in table 2, there are two paths between the initial parameter corresponding entity and the element parameter corresponding entity, and at this time, one of the paths may be selected from the plurality of paths. In order to reduce the time and resources spent on querying the element parameters, the number of interfaces called is generally the better, so that in this step, the number of times of interface calling corresponding to each path can be calculated for a plurality of paths based on the paths including the connecting edges, and then the target path is determined based on the number of times, specifically, the path with the smallest number of times is determined as the target path. Then, based on the target path including the connection edge, a target interface set and an interface calling sequence are determined.

As shown in fig. 2, P0 indicates that P7 corresponds to two paths, that is, path 1 and path 2 in table 2, where the entities related to path 1 are P0, P2, and P7, the entities related to path 2 are P0, P1, P2, P3, P4, P5, and P7, the number of interface calls corresponding to path 1 is 2, and the number of interface calls corresponding to path 2 is 6, so that it can be determined that path 2 is a target path, the determined target interface sets are M2 and M6, and the interface call sequence is that M2 is called first and then M6 is called first.

It should be noted that, because the parameter invocation relation library includes a plurality of parameters, some of the parameters may not be related to the query element parameter, in the embodiment of the present invention, before the directed graph is generated, the parameters and the invocation relation related to the query element parameter may be determined from the parameter invocation relation library.

Specifically, since the initial parameters are obtained parameters, and the element parameters can only be queried based on the initial parameters, the implementation of the present invention may sequentially extract the input parameters using the element parameters as the output parameters in reverse according to the calling relationship based on the element parameters, and then determine whether all the input parameters are the initial parameters. If the input parameters are initial parameters, which indicates that the initial parameters can directly inquire the element parameters, adding the input parameters, the output parameters and the calling relationship between the input parameters and the output parameters to a map set, and then generating a directed map based on the map set; if the input parameters are not the initial parameters, it is indicated that the element parameters cannot be directly inquired from the initial parameters, and at this time, the input parameters include intermediate parameters, the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters are added to the map set, then the input parameters are updated to the output parameters, the input parameters corresponding to the updated output parameters are re-extracted, and then whether all the re-extracted input parameters are the initial parameters is judged again, and the above process is repeated until all the re-extracted input parameters are the initial parameters, so as to obtain the map set. The parameters included in the atlas set are parameters related to the query element parameters, namely, the directed atlas can be generated based on the atlas set.

It should be noted that, in the embodiment of the present invention, the initial parameter may include a plurality of parameters, and at this time, the target interface set and the interface calling order may be determined based on the plurality of initial parameters. In the embodiment of the invention, the input parameters represent interface input parameters, and the output parameters represent interface output parameters.

For example, taking table 1 as a parameter call relation library, P0 and P2 as initial parameters, and P7 as element parameters, P0 and P2 are known, and a map set may be determined first, and then a directed map may be generated, as described in fig. 3. Based on fig. 3, it can be determined that P7 is derived from P0 and P2 and corresponds to two paths: the path 3 and the path 4, where entities related to the path 3 are P2 and P7, entities related to the path 4 are P0, P1, P2, P3, P4, P5, and P7, the number of times that the path 3 corresponds to the interface call is 1, and the number of times that the path 4 corresponds to the interface call is 5, so that the path 3 can be determined as a target path, the determined target interface set is M6, and the interface call sequence is call M6.

S104: and based on the interface calling sequence, taking the parameter value of the initial parameter as an input value, and calling the interfaces in the target interface set in sequence to obtain the parameter value of the element parameter so as to generate the target customer service work order.

After the target interface set and the interface calling sequence are obtained in step S103, the interfaces in the target interface set may be sequentially called by using the parameter values of the initial parameters as input values to obtain the parameter values of the element parameters, and then the target customer service work order is generated.

Specifically, in the embodiment of the present invention, the customer service work order may be used for page display, so that the preset work order page template marks the display position of the parameter value by the element parameter identifier in the work order page template, and then renders the parameter value based on the element parameter identifier in the work order page template to generate the target customer service work order.

It should be noted that, in the embodiment of the present invention, the query process and the result of the element parameter may also be stored to form a history record, so before step S103 is executed, the history record corresponding to the element parameter may also be obtained first. Since the parameter values of the element parameters to be queried are the same only when the parameter values of the initial parameters are the same, it is further determined whether the input value corresponding to the history is the parameter value of the initial parameter in step S101 after the history is acquired. If yes, extracting parameter values of the element parameters from the historical records to generate a target customer service work order; if not, step S103 and step S104 need to be executed, that is, the preset parameter calling relation library is called.

In the embodiment of the invention, the target interface set and the interface calling sequence required to be called for obtaining the element parameters can be directly determined through the preset parameter calling relational library, so that the parameter values of the element parameters can be obtained through one-time calling of the target interface, and the target customer service work order can be automatically generated, thereby avoiding the operation of customer service personnel and improving the accuracy and the efficiency of generating the customer service work order.

It should be noted that, for a generated customer service work order, sometimes the customer service work order needs to be upgraded due to factors such as service upgrade, and when the customer service work order is upgraded, the upgrade parameters need to be further filled.

Based on the embodiment shown in fig. 1, a method for upgrading a target customer service work order after step S104 in the embodiment of the present invention is specifically described below, and as shown in fig. 4, the method includes:

s401: and responding to an upgrading instruction of the target customer service work order, and inquiring upgrading parameters included in the target customer service work order based on the work order service type.

The upgrading instruction of the target customer service work order can be triggered by customer service personnel, the work order service type of the target customer service work order is obtained, and then the target customer service work order can be inquired based on the work order service type and comprises upgrading parameters. The corresponding relation between the work order service type and the upgrading parameters is preset.

S402: and calling a preset parameter calling relational library to determine an upgrading interface set and an upgrading interface calling sequence which are required to be called by the upgrading parameters based on the initial parameters and the element parameters.

In this step, since the parameter values of the element parameters are already obtained, it is equivalent to determine the upgrade interface set and the upgrade interface calling order by using the initial parameters and the element parameters as the initial parameters and the upgrade parameters as the element parameters and by using the principle of determining the target interface set and the interface calling order in step S103.

For example, taking table 3 as an example of a graph set determined from the parameter call relation library, P0 as an initial parameter, P4 and P5 as element parameters, and P7 as an upgrade parameter, a directed graph can be generated as shown in fig. 5. Through fig. 5, a path 5 and a path 6 of P7 can be determined, where the path 5 is P2 queried by P0 and then P7 queried by P2, and the path 6 is P7 queried by P4 and P5, so that the number of times of interface calls corresponding to the path 5 is 2, and the number of times of interface calls corresponding to the path 6 is 1, so that the path 6 can be determined to be a path of querying P7, the determined upgrade interface set is M5, and the upgrade interface call sequence is call M5.

TABLE 3

It should be noted that the principle of data processing in this step is the same as that of the corresponding data processing in the embodiment shown in fig. 1, and is not described herein again.

S403: and based on the calling sequence of the upgrading interfaces, taking the parameter values of the initial parameters and the element parameters as input values, and calling the interfaces in the upgrading interface set in sequence to obtain the parameter values of the upgrading parameters so as to generate an upgrading customer service order.

It should be noted that the principle of data processing in this step is the same as that of the data processing corresponding to step S104 in the embodiment shown in fig. 1, and is not described herein again.

In the embodiment of the invention, the target interface set and the interface calling sequence required to be called for obtaining the element parameters can be directly determined through the preset parameter calling relational library, so that the parameter values of the element parameters are obtained through the sequential calling of the target interfaces, and the target customer service work order can be automatically generated, thereby avoiding the operation of customer service personnel and improving the accuracy and the efficiency of the generation of the customer service work order.

In order to solve the problems in the prior art, an embodiment of the present invention provides an apparatus 600 for customer service data processing, as shown in fig. 6, where the apparatus 600 includes:

an obtaining unit 601, configured to obtain, in response to a generation instruction of a customer service work order, a work order service type and a parameter value of an initial parameter in the generation instruction;

the query unit 602 is configured to query, based on the work order service type, an element parameter included in the customer service work order;

a determining unit 603, configured to call a preset parameter call relation library, so as to determine, based on an initial parameter, a target interface set and an interface call sequence that need to be called by the element parameter, where the parameter call relation library includes call relations among multiple parameters and interface information corresponding to the call relations, and the multiple parameters include the initial parameter and the element parameter;

a generating unit 604, configured to sequentially invoke the interfaces in the target interface set based on the interface invocation order and using the parameter value of the initial parameter as an input value, to obtain the parameter value of the element parameter, and to generate a target customer service order based on the parameter value.

It should be understood that the manner of implementing the embodiment of the present invention is the same as the manner of implementing the embodiment shown in fig. 1, and the description thereof is omitted.

In an embodiment, the determining unit 603 is specifically configured to:

In yet another embodiment, the path comprises a plurality;

the determining unit 603 is specifically configured to:

In another embodiment, the determining unit 603 is specifically configured to:

In yet another embodiment, the query unit 602 is further configured to query, in response to an upgrade instruction of the target customer service work order, that the target customer service work order includes an upgrade parameter based on the work order service type;

the determining unit 603 is further configured to call a preset parameter call relation library, so as to determine, based on the initial parameter and the element parameter, an upgrade interface set and an upgrade interface call sequence that need to be called by the upgrade parameter;

the generating unit 604 is further configured to sequentially call the interfaces in the upgrade interface set by using the parameter values of the initial parameter and the element parameter as input values based on the upgrade interface call sequence to obtain the parameter values of the upgrade parameters, so as to generate an upgrade customer service order.

In another embodiment, the determining unit 603 is specifically configured to:

In another embodiment, the generating unit 604 is specifically configured to:

It should be understood that the manner of implementing the embodiment of the present invention is the same as the manner of implementing the embodiment shown in fig. 2, and the description thereof is omitted.

According to an embodiment of the present invention, an electronic device and a readable storage medium are also provided.

The electronic device of the embodiment of the invention comprises: at least one processor; and a memory communicatively coupled to the at least one processor; the memory stores instructions executable by the processor, and the instructions are executed by the at least one processor to cause the at least one processor to execute the customer service data processing method provided by the embodiment of the invention.

Fig. 7 shows an exemplary system architecture 700 of a customer service data processing method or a customer service data processing apparatus to which embodiments of the present invention may be applied.

As shown in fig. 7, the system architecture 700 may include

terminal devices

701, 702, 703, a network 704, and a server 705. The network 704 serves to provide a medium for communication links between the

terminal devices

701, 702, 703 and the server 705. Network 704 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.

A user may use the

terminal devices

701, 702, 703 to interact with a server 705 over a network 704, to receive or send messages or the like. Various client applications may be installed on the

terminal devices

701, 702, 703.

The

terminal devices

701, 702, 703 may be, but are not limited to, smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 705 may be a server that provides various services, and may analyze and process data such as a received product information query request, and feed back a processing result (for example, product information — just an example) to the terminal device.

It should be noted that the customer service data processing method provided by the embodiment of the present invention is generally executed by the server 705, and accordingly, the customer service data processing apparatus is generally disposed in the server 705.

It should be understood that the number of terminal devices, networks, and servers in fig. 7 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

Referring now to FIG. 8, shown is a block diagram of a computer system 800 suitable for use in implementing embodiments of the present invention. The computer system illustrated in FIG. 8 is only one example and should not impose any limitations on the scope of use or functionality of embodiments of the invention.

As shown in fig. 8, the computer system 800 includes a Central Processing Unit (CPU)801 that can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)802 or a program loaded from a storage section 808 into a Random Access Memory (RAM) 803. In the RAM 803, various programs and data necessary for the operation of the system 800 are also stored. The CPU 801, ROM 802, and RAM 803 are connected to each other via a bus 804. An input/output (I/O) interface 805 is also connected to bus 804.

The following components are connected to the I/O interface 805: an input portion 806 including a keyboard, a mouse, and the like; an output section 807 including a signal such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 808 including a hard disk and the like; and a communication section 809 including a network interface card such as a LAN card, a modem, or the like. The communication section 809 performs communication processing via a network such as the internet. A drive 810 is also connected to the I/O interface 805 as needed. A removable medium 811 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 810 as necessary, so that a computer program read out therefrom is mounted on the storage section 808 as necessary.

In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 809 and/or installed from the removable medium 811. The computer program executes the above-described functions defined in the system of the present invention when executed by the Central Processing Unit (CPU) 801.

It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.

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

The units described in the embodiments of the present invention may be implemented by software or hardware. The described units may also be provided in a processor, and may be described as: a processor includes an acquisition unit, a query unit, a determination unit, and a generation unit. Where the names of these units do not in some cases constitute a limitation of the unit itself, for example, the acquiring unit may also be described as a "unit of the parameter value acquiring function".

As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to perform the customer service data processing method provided by the present invention.

The above-described embodiments should not be construed as limiting the scope of the invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.

Claims

1. A customer service data processing method is characterized by comprising the following steps:

responding to a generation instruction of a customer service work order, and acquiring the service type of the work order and the parameter value of an initial parameter in the generation instruction;

based on the work order service type, inquiring element parameters included in the customer service work order;

calling a preset parameter calling relational library to determine and obtain a target interface set and an interface calling sequence which are required to be called by the element parameters based on initial parameters, wherein the parameter calling relational library comprises calling relations among a plurality of parameters and interface information corresponding to the calling relations, and the plurality of parameters comprise the initial parameters and the element parameters;

and based on the interface calling sequence, taking the parameter value of the initial parameter as an input value, and calling the interfaces in the target interface set in sequence to obtain the parameter value of the element parameter so as to generate a target customer service work order.

2. The method according to claim 1, wherein the determining a target interface set and an interface calling order to be called for obtaining the element parameters based on the initial parameters comprises:

3. The method of claim 2, wherein the path comprises a plurality;

determining the target interface set and the interface calling order based on the path including the connecting edge, including:

4. The method according to claim 2, wherein generating the directed graph corresponding to the parameter invocation relation library by using the parameter in the parameter invocation relation library as an entity and using the invocation relation in the parameter invocation relation library as a connection edge comprises:

judging whether all the input parameters are the initial parameters; if so, adding the input parameters, the output parameters and the calling relationship between the input parameters and the output parameters to a map set; if not, adding the input parameters, the output parameters and the calling relations between the input parameters and the output parameters to a map set, updating the input parameters to the output parameters, re-extracting the input parameters corresponding to the updated output parameters, and re-executing the judgment operation until all the re-extracted input parameters are initial parameters;

5. The method of claim 1, after generating a target customer service order based on the parameter values, further comprising:

responding to an upgrading instruction of the target customer service work order, and inquiring that the target customer service work order comprises upgrading parameters based on the work order service type;

6. The method of claim 1, wherein invoking the preset parameter invokes a relational library, comprising:

7. The method of claim 1, wherein generating a target customer service order based on the parameter values comprises:

8. A customer service data processing apparatus, comprising:

the acquiring unit is used for responding to a generation instruction of a customer service work order and acquiring the service type of the work order and the parameter value of an initial parameter in the generation instruction;

the query unit is used for querying the element parameters included in the customer service work order based on the work order service type;

a determining unit, configured to call a preset parameter call relation library, so as to determine, based on an initial parameter, a target interface set and an interface call sequence that need to be called by the element parameter, where the parameter call relation library includes call relations among multiple parameters and interface information corresponding to the call relations, and the multiple parameters include the initial parameter and the element parameter;

and the generating unit is used for sequentially calling the interfaces in the target interface set by taking the parameter values of the initial parameters as input values based on the interface calling sequence to obtain the parameter values of the element parameters so as to generate a target customer service work order based on the parameter values.

9. An electronic device, comprising:

one or more processors;

a storage device for storing one or more programs,

when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1-7.

10. A computer-readable medium, on which a computer program is stored, which, when being executed by a processor, carries out the method according to any one of claims 1-7.