CN115222168A - Intelligent message processing method, device and system - Google Patents

Abstract

The application discloses an intelligent message processing method, an intelligent message processing device and an intelligent message processing system, which relate to the field of computer information processing, wherein the method can acquire behavior data triggered by a user on a platform; detecting behavior data according to a setting method, and determining a first label type corresponding to the behavior data; determining matched first staff information according to the function information corresponding to the first label category; allocating a first worker to a user, and sending behavior data of the user and a first label type corresponding to the behavior data to the first worker; the method, the device and the system can shorten the matching time of the user and the staff, avoid the user from circulating among a plurality of staff, improve the matching efficiency of the user and the staff, further improve the service efficiency and enhance the user experience.

Description

Intelligent message processing method, device and system

Technical Field

The invention relates to the field of computer information processing, in particular to an intelligent message processing method, device and system, and particularly relates to an intelligent message processing method, device and system based on an office instant messaging software user tag system.

Background

In the prior art, operators, customer service staff and other staff in a company communicate with users through office instant messaging software. The communication process needs to log in a user management system of the own party, and the purpose of distinguishing the identity and the requirement of the user by tracing the past behavior of the user on the platform is achieved, so that different service contents are provided.

However, the prior art has some problems: the operation flow is complicated in the process of analyzing the user purpose, and the working efficiency is not high; the user cannot be assisted to quickly find the correct staff; the communication software carries a series of marketing tools such as mass texting and welcome words, and the provided user screening conditions cannot accurately send activity messages to audience users who accord with the pushed content.

In view of the above, it is desirable to provide an intelligent message processing method to solve the above problems.

Disclosure of Invention

One technical problem to be solved by the embodiments of the present application is how to provide an intelligent message processing method to solve the above problem.

In one aspect, the present application provides an intelligent message processing method, including: acquiring behavior data triggered by a user on a platform; detecting behavior data according to a setting method, and determining a first label type corresponding to the behavior data; determining matched first staff information according to the function information corresponding to the first label category; and allocating the first staff to the user, and sending the behavior data of the user and the corresponding first label type to the first staff.

Optionally, respectively detecting whether the behavior data contains action sets corresponding to a plurality of label categories; if the behavior data contains the action set corresponding to the target label type, determining that the behavior data meets a preset label condition corresponding to the target label type; and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data.

Optionally, the detecting the behavior data by using preset tag conditions respectively corresponding to a plurality of tag categories includes: respectively detecting whether the behavior data contains action sets corresponding to a plurality of label categories; and if the behavior data comprises the action set corresponding to the target label type, determining that the behavior data meets the preset label condition corresponding to the target label type.

Optionally, determining matched first staff information according to the function information corresponding to the first tag category includes: inquiring a preset function information table according to the first label category, and determining function information corresponding to the first label category, wherein the function information corresponding to different label categories is recorded in the preset function information table; and determining a first worker with the function information according to the function information corresponding to the first label category.

Optionally, sending the behavior data of the user and the corresponding first tag type to the first staff member includes: acquiring identity information of a user; inquiring a preset communication record table according to the identity information of the user, determining the communication information corresponding to the user, wherein the communication information of different users in the communication tool is recorded in the preset communication record table; and sending the communication information, the behavior data and the first label type corresponding to the user to a first worker, synchronizing the communication information, the behavior data and the first label type corresponding to the user to the communication tool, and displaying the communication information, the behavior data and the first label type in a display window corresponding to the communication tool.

Optionally, the method further comprises: sending a retrieval request of the user group to the data center, wherein the retrieval request carries a second label category corresponding to the user group, so that the data center can retrieve the target user group according to the second label category; receiving a target user group fed back by a data center; matching the target user group with the users recorded in the preset communication record table, and determining the user group capable of sending the message and the corresponding communication information thereof according to the matching result; and sending the communication information of the user group capable of sending the message to corresponding staff.

Optionally, the sending the communication information and the behavior data of the user group capable of sending the message to the corresponding staff includes: determining a second worker matched with the function information corresponding to the second label category; and sending the communication information of the user group capable of sending the message to the second staff.

Optionally, after sending the communication information of the user group capable of sending the message to the second staff member, the method further comprises: and calling a message group sending interface of the communication tool, and informing a second worker to send the group sending information to a user group capable of sending the message.

On the other hand, the present application also provides an intelligent message processing apparatus, including: the acquisition module is used for acquiring behavior data triggered by a user on a platform; the processing module is connected with the acquisition module and used for detecting the behavior data according to a set method and determining a first label category corresponding to the behavior data; the system comprises a first tag, a second tag, a third tag and a fourth tag, wherein the first tag is used for identifying the function information corresponding to the first tag; the system is used for allocating the first staff to the user and sending the behavior data of the user and the corresponding first label type to the first staff.

Optionally, the processing module is further configured to: respectively detecting whether the behavior data contains action sets corresponding to a plurality of label categories; if the behavior data comprises the action set corresponding to the target label type, determining that the behavior data meets the preset label condition corresponding to the target label type; and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data.

In another aspect, the present application also provides a computer system, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program implements the steps of the method when executed by the processor.

According to the method, the device and the system, behavior data triggered by a user on a platform are acquired; detecting the behavior data by using a preset label condition, and determining a first label type corresponding to the behavior data according to a detection result; meanwhile, determining a first worker matched with the function information corresponding to the first label category; and finally, allocating the first staff to the user, and sending the behavior data and the corresponding first label type to the first staff, so that the matching time of the user and the staff can be shortened by determining the label type corresponding to the behavior data of the user and allocating the corresponding staff to the user according to the label type, the circulation of the user among a plurality of staff is avoided, the matching efficiency of the user and the staff is improved, the service efficiency is further improved, and the user experience is enhanced.

The technical solution of the present application is further described in detail by the accompanying drawings and embodiments.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments of the application and together with the description, serve to explain the principles of the application.

The present application may be more clearly understood from the following detailed description with reference to the accompanying drawings, in which:

fig. 1 shows a flowchart of an intelligent message processing method provided in an embodiment of the present application.

FIG. 2 is a flow chart of another intelligent message processing method provided in the embodiment of the present application

Fig. 3 is a flowchart illustrating a further method for processing an intelligent message according to an embodiment of the present application.

Fig. 4 is a flowchart illustrating a method for smart message bulk handling according to another embodiment of the present application.

Detailed Description

Various exemplary embodiments of the present application will now be described in detail with reference to the accompanying drawings. It should be noted that: the relative arrangement of the components and steps, the numerical expressions, and numerical values set forth in these embodiments do not limit the scope of the present application unless specifically stated otherwise.

Meanwhile, it should be understood that the sizes of the respective portions shown in the drawings are not drawn in an actual proportional relationship for the convenience of description.

The following description of at least one exemplary embodiment is merely illustrative in nature and is in no way intended to limit the application, its application, or uses.

Techniques, methods, and apparatus known to those of ordinary skill in the relevant art may not be discussed in detail, but are intended to be part of the specification where appropriate.

It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, further discussion thereof is not required in subsequent figures.

Embodiments of the application are applicable to computer systems/servers that are operational with numerous other general purpose or special purpose computing system environments or configurations. Examples of well known computing systems, environments, and/or configurations that may be suitable for use with computer systems/servers include, but are not limited to: personal computer systems, server computer systems, thin user machines, thick user machines, hand-held or laptop devices, microprocessor-based systems, set-top boxes, programmable consumer electronics, network personal computers, small computer systems, mainframe computer systems, and distributed cloud computing environments that include any of the above, and the like.

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

Fig. 1 shows a flowchart of an intelligent message processing method provided in an embodiment of the present application, and as shown in fig. 1, the method includes:

s101, acquiring behavior data triggered by a user on a platform;

s102, detecting behavior data according to a setting method, and determining a first label type corresponding to the behavior data;

s103, determining matched first staff information according to the function information corresponding to the first label category;

and S104, allocating the first staff to the user, and sending the behavior data of the user and the corresponding first label type to the first staff.

Compared with the mode that a worker matched with the user requirement is found only after multiple times of switching at present, the intelligent message processing method provided by the embodiment of the application obtains the behavior data triggered by the user on the platform; detecting the behavior data by using a preset label condition, and determining a first label type corresponding to the behavior data according to a detection result; meanwhile, determining a first worker matched with the function information corresponding to the first label category; and finally, allocating the first staff to the user, and sending the behavior data and the corresponding first label type to the first staff, so that the matching time of the user and the staff can be shortened by determining the label type corresponding to the behavior data of the user and allocating the corresponding staff to the user according to the label type, the circulation of the user among a plurality of staff is avoided, the matching efficiency of the user and the staff is improved, the service efficiency is further improved, and the user experience is enhanced.

Fig. 2 is a flowchart illustrating another intelligent message processing method provided in an embodiment of the present application, and as shown in fig. 2, the method includes:

step 201, an event occurs on a platform by a user. In one embodiment, the behavior data is a set of a series of events operated by the user on the service platform, and the service platform may be different platforms such as ordering, insurance, and commodity shopping, for example, when the user purchases a commodity, a series of operation behaviors such as logging in, clicking on the commodity, collecting, and placing an order are performed, and these operation behaviors constitute an event set of the user, that is, the behavior data of the user.

In one embodiment, in order to overcome the defects that matching efficiency of a user and staff is low and user experience is poor in the prior art, the label type corresponding to user behavior data is determined through a constructed label system, and then staff with corresponding functions are distributed to the user according to the determined label type, so that matching efficiency of the user and the staff can be improved, and user experience is enhanced. The execution main body of the embodiment of the application is a device or equipment capable of distributing workers for a user, and specifically can be arranged at a user side or a server side.

Step 202, storing the event data, and dividing the user under a certain label through the label metadata condition.

In one embodiment, when a user operates on a service platform, a big data engine can collect a series of operation behaviors of the user on the service platform through ways of interface embedding, downstream system reporting and the like, so as to generate behavior data of the user, the collected user behavior data can be stored in a data center, when the user behavior data of the data center changes or is updated, the data center can send the updated user behavior data to a device side, namely a tag system, and the tag system analyzes the updated user behavior data so as to determine a tag type corresponding to the user behavior data according to an analysis result.

In one embodiment, behavior data is detected by using preset label conditions corresponding to a plurality of label categories respectively; and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data. Further, the detecting the behavior data by using the preset label conditions respectively corresponding to the plurality of label categories includes: respectively detecting whether the behavior data contains action sets corresponding to a plurality of label categories; and if the behavior data contains the action set corresponding to the target label type, determining that the behavior data meets the preset label condition corresponding to the target label type. Wherein the target label category represents any one of a plurality of label categories.

In an embodiment, a plurality of tag categories and corresponding tag conditions thereof may be set in advance in a tag system according to business requirements, for example, for insurance business, a plurality of tag categories including pre-sale, post-sale, claim settlement, operation and other tag categories may be set, each tag category has a corresponding action set, for example, the action set corresponding to the claim tag category includes actions of logging in, uploading data, applying for claim settlement and the like, the action set corresponding to the pre-sale tag category includes actions of logging in, browsing product notification, clicking insurance products and the like, so that corresponding category tags and corresponding action sets thereof can be set according to different business requirements, and further, according to the action set corresponding to the tag categories, preset tag conditions corresponding to the tag categories can be set, when behavior data generated by a user on a business platform includes a series of actions in an action set of a certain tag category, the behavior data of the user is considered to meet the preset label condition of the label, the behavior data of the user is further classified into the label categories, the label system can detect the behavior data of the user by utilizing the label condition corresponding to each label category in the process of marking and classifying the behavior data of the user, when the event set corresponding to the behavior data of the user comprises the action set corresponding to the target label category, the behavior data of the user is considered to meet the preset label condition corresponding to the target label category, the target label category is further determined to be the first label category corresponding to the behavior data of the user, therefore, according to the mode, when the behavior data of the user is updated, the label system can classify the updated behavior data of the user into the corresponding label categories, namely, the label categories corresponding to the behavior data of the user can be determined, so as to allocate corresponding staff for providing services for the user according to the label category.

Step 203, the tag and user data, etc. are transmitted to a marketing tool comprising the tag system.

In an embodiment, after determining the first tag category corresponding to the user behavior data, it is further required to determine that the first staff member is assigned to the first staff member matching the functional information corresponding to the first tag category, and based on this, the method specifically includes: inquiring a preset function information table according to the first label category, and determining function information corresponding to the first label category; and determining a first worker with the function information according to the function information corresponding to the first label category, wherein the function information corresponding to different label categories is recorded in a preset function information table.

The method includes the steps that function information corresponding to different label categories is set in a label system, for example, the claim label category corresponds to the claim function information, the sale label category corresponds to the pre-sale function information and the post-sale function information, the function information corresponding to the label category is stored in a preset function information table, the function information corresponding to the different label categories is recorded in the preset function information table, after the first label category corresponding to user behavior data is determined, the preset function information table is inquired according to the first label category, the function information corresponding to the first label category is determined, further staff with the function information is matched for a user, for example, the function information corresponding to the first label category is determined to be the claim function through inquiring the preset function information table, and then the claim staff is distributed for the user to provide a claim service for the user.

And step 204, matching the platform user data with the third-party communication tool contact information through the mapping relation, and synchronizing the label into a third-party communication tool service label system.

In one embodiment, after determining a worker with corresponding function information, assigning the worker to a user for providing service to the worker, and at the same time, sending the user behavior data and the first tag type to the corresponding worker, and communicating with the user by the worker, as an optional implementation manner, sending the behavior data and the corresponding first tag type to the first worker for a specific process of sending data to the worker, including: acquiring identity information of a user; inquiring a preset communication record table according to the identity information of the user, determining the communication information corresponding to the user, wherein the communication information of different users in the communication tool is recorded in the preset communication record table; and sending the communication information, the behavior data and the first label type corresponding to the user to a first worker, synchronizing the communication information, the behavior data and the first label type corresponding to the user to the communication tool, and displaying the communication tool in a display window corresponding to the communication tool.

In one embodiment, the data center sends user behavior data to the label system and identity information of the user to the label system, after determining a worker matched with role information corresponding to a first label category, the label system queries a preset communication record table according to the user identity information, an address book of a third-party communication tool is pre-stored in the label system to generate a preset communication record table, communication information of different users is recorded in the preset communication record table, communication information of the users can be determined by querying the preset communication record table, such as mobile phone numbers and micro signals of the users, the communication information, the behavior data and the first label category of the users are sent to corresponding workers together, the workers judge whether the third-party communication tool needs to communicate with the user behavior data according to the behavior data of the users, meanwhile, the communication information, the behavior data and the first label category of the users are synchronized to the third-party communication tool, the third-party communication tool comprises communication tools such as micro communication and QQ, further, the behavior data and the first label of the users are displayed in a display window of the third-party communication tool, the behavior data and the third-party communication tool can display the behavior data and the third-side communication tool can display the behavior data of the third-side to improve the quality of the workers in time.

In a specific application scenario, a data center collects behavior data of a large number of users, when business personnel want to collect user behavior data under a certain label category, a label system can send the label category and preset label conditions corresponding to the label category to the data center, the data center screens the behavior data of the large number of users by using the label category and the preset label conditions corresponding to the label category so as to screen out a user group meeting the preset label conditions and behavior data corresponding to the user group, the user group and the behavior data are sent to staff with corresponding functions, and the staff are arranged to communicate or contact with the user group.

Fig. 3 is a flowchart illustrating a further intelligent message processing method provided in an embodiment of the present application, where as shown in fig. 3, the method includes:

s301, sending a retrieval request of the user group to the data center.

And the retrieval request carries a second label category corresponding to the user group, so that the data center can retrieve the target user group according to the second label category. In one embodiment, when a message group transmission needs to be performed for a target user group, a tag system first sets a second tag type corresponding to the target user group and a preset tag condition corresponding to the second tag type, and sends the set second tag type and the preset tag condition corresponding to the second tag type to a data center, and the data center detects behavior data of a large number of users by using the second tag type and the preset tag condition corresponding to the second tag type, and detects the target user group meeting the preset tag condition.

And S302, receiving a target user group fed back by the data center.

In one embodiment, after the data center completes the retrieval, the target user group meeting the preset tag condition and the corresponding behavior data thereof are fed back to the tag system.

And S303, matching the target user group with the users recorded in the preset communication record table, and determining the user group capable of sending the message and the corresponding communication information thereof according to the matching result.

In one embodiment, after receiving a target user group and behavior data corresponding to the target user group, a tag system matches users in the target user group with users in an address book of a third-party communication tool, determines users existing in both the target user group and the address book as user groups capable of sending messages, and can acquire communication information of the target user group, such as mobile phone numbers, micro signals or QQ numbers.

And S304, sending the communication information of the user group capable of sending the message to corresponding staff.

In one embodiment, after determining the user group capable of sending the message and the corresponding communication information thereof, it is necessary to match corresponding staff members for the user group capable of sending the message, and send the communication information of the user group capable of sending the message to the corresponding staff members, so that the staff members perform group sending of the message for the user group.

In one embodiment, the method specifically includes: determining a second worker matched with the function information corresponding to the second label category; and sending the communication information of the user group capable of sending the message to the second staff.

In an embodiment, the preset function information table is queried according to the second tag category, the function information corresponding to the second tag category is determined, the second staff member matched with the function information corresponding to the second tag category is determined, then the communication information of the user group capable of sending the message is sent to the second staff member, the second staff member sends the message in a group, specifically, a message group sending interface of the communication tool can be called, and the second staff member is informed to send the group sending information to the user group capable of sending the message. For example, when a woman needs to send a message to a woman group on the day, a preset woman label category and a label condition corresponding to the preset woman label category can be used for screening a target woman group in a data center, further, the target woman group is matched with users in an address list, then the woman user group capable of sending information is determined, and a corresponding worker is arranged to send the message group by calling a message group sending interface of a third-party communication tool.

Fig. 4 is a flowchart of a method for processing a group smart message according to another embodiment of the present application, which is illustrated in fig. 4,

step 401, determine the strategy of marketing message mass sending, and transmit the label, determine the sending message audience of the set message.

Step 402, the tag system searches the data center for the user group of the set message according to the tag in the message body.

And step 403, the data center queries and returns a retrieval result according to the cable tag.

Step 404, the tag system matches the message push relationship, specifically, may place the data in local storage, matches the most appropriate message push object with a full text search engine (lucene)

Step 405, calling a third-party message mass-sending interface and arranging mass-sending tasks to the working service personnel.

In step 406, the staff member interfaces with the user through the instant messaging tool.

Compared with the current mode that a worker matched with the user requirement is found through multiple times of switching, the intelligent message processing method provided by the embodiment of the application obtains the behavior data triggered by the user on the platform; detecting the behavior data by using a preset label condition, and determining a first label type corresponding to the behavior data according to a detection result; meanwhile, determining a first worker matched with the function information corresponding to the first label category; and finally, allocating the first staff to the user, and sending the behavior data and the corresponding first label type to the first staff, so that the matching time of the user and the staff can be shortened by determining the label type corresponding to the behavior data of the user and allocating the corresponding staff to the user according to the label type, the circulation of the user among a plurality of staff is avoided, the matching efficiency of the user and the staff is improved, the service efficiency is further improved, and the user experience is enhanced.

The present application further provides an intelligent message processing apparatus, which specifically includes: the acquisition module is used for acquiring behavior data triggered by a user on a platform; the processing module is connected with the acquisition module and used for detecting the behavior data according to a set method and determining a first label category corresponding to the behavior data; the first staff information is used for determining matched first staff information according to the function information corresponding to the first label category; the system is used for allocating the first staff to the user and sending the behavior data of the user and the corresponding first label type to the first staff.

In one embodiment, the processing module is further configured to: respectively detecting whether the behavior data contain action sets corresponding to a plurality of label categories; if the behavior data comprises the action set corresponding to the target label type, determining that the behavior data meets the preset label condition corresponding to the target label type; and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data.

The execution flow of the related intelligent message processing apparatus is as described in the above method section, and is not described herein again.

The present application further provides a computer system, which specifically includes a memory, a processor, and a computer program stored on the memory and capable of running on the processor, and when being executed by the processor, the computer system implements the steps of the intelligent message processing method as described above. The execution flow is the above-mentioned method part, which is not described herein again.

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

The method and system of the present application may be implemented in a number of ways. For example, the methods and systems of the present application may be implemented by software, hardware, firmware, or any combination of software, hardware, and firmware. The above-described order for the steps of the method is for illustration only, and the steps of the method of the present application are not limited to the order specifically described above unless specifically stated otherwise. Furthermore, in some embodiments, the present application may also be embodied as a program recorded in a recording medium, the program including machine-readable instructions for implementing a method according to the present application. Thus, the present application also covers a recording medium storing a program for executing the method according to the present application.

The description of the present application has been presented for purposes of illustration and description, and is not intended to be exhaustive or limited to the application in the form disclosed. Many modifications and variations will be apparent to practitioners skilled in this art. The embodiment was chosen and described in order to best explain the principles of the application and the practical application, and to enable others of ordinary skill in the art to understand the application for various embodiments with various modifications as are suited to the particular use contemplated.

Claims (10)

1. An intelligent message processing method, comprising:

acquiring behavior data triggered by a user on a platform;

detecting the behavior data according to a setting method, and determining a first label type corresponding to the behavior data;

determining matched first staff information according to the function information corresponding to the first label category;

and allocating the first staff to the user, and sending the behavior data of the user and the corresponding first label type to the first staff.

2. The method of claim 1, wherein the detecting the behavior data according to a set method, and the determining the first tag category corresponding to the behavior data comprises:

respectively detecting whether the behavior data contain action sets corresponding to the label categories;

if the behavior data contains the action set corresponding to the target label type, determining that the behavior data meets a preset label condition corresponding to the target label type;

and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data.

3. The method of claim 1, wherein determining matching first staff member information according to the role information corresponding to the first label category comprises:

inquiring a preset function information table according to the first label category, and determining function information corresponding to the first label category, wherein the preset function information table records function information corresponding to different label categories;

and determining a first worker with the function information according to the function information corresponding to the first label category.

4. The method of claim 1, wherein the sending and receiving the behavior data of the user and the corresponding first tag category to the first worker comprises:

acquiring identity information of the user;

inquiring a preset communication record table according to the identity information of the user, and determining the communication information corresponding to the user, wherein the communication information of different users in the communication tool is recorded in the preset communication record table;

and sending the communication information, the behavior data and the first label type corresponding to the user to the first staff, synchronizing the communication information, the behavior data and the first label type corresponding to the user to the communication tool, and displaying the communication tool in a display window corresponding to the communication tool.

5. The method of claim 1, further comprising:

sending a retrieval request of a user group to a data center, wherein the retrieval request carries a second label category corresponding to the user group, so that the data center can retrieve a target user group according to the second label category;

receiving a target user group fed back by the data center;

matching the target user group with users recorded in a preset communication record table, and determining a user group capable of sending messages and corresponding communication information thereof according to a matching result;

and sending the communication information of the user group capable of sending the message to corresponding staff.

6. The method of claim 5, wherein the sending the communication information and the behavior data of the group of users capable of sending messages to the corresponding staff members comprises:

determining a second worker matched with the function information corresponding to the second label category;

and sending the communication information of the user group capable of sending the message to the second staff.

7. The method of claim 6, wherein after said sending the communication of the group of messaging users to the second persona, the method further comprises:

and calling a message group sending interface of the communication tool, and informing the second staff member to send group sending information to the user group capable of sending the message.

8. An intelligent message processing apparatus, comprising:

the acquisition module is used for acquiring behavior data triggered by a user on a platform;

the processing module is connected with the acquisition module and used for detecting the behavior data according to a set method and determining a first label category corresponding to the behavior data; the first staff information is used for determining matched first staff information according to the function information corresponding to the first label category; the system is used for allocating the first staff to the user and sending the behavior data of the user and the corresponding first label type to the first staff.

9. The apparatus of claim 8, wherein the processing module is further configured to:

respectively detecting whether the behavior data contains action sets corresponding to the label categories;

if the behavior data contains the action set corresponding to the target label type, determining that the behavior data meets a preset label condition corresponding to the target label type;

and if the behavior data meets the preset label condition corresponding to the target label category, determining the target label category as a first label category corresponding to the behavior data.

10. A computer system comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the computer program realizes the steps of the method of any one of claims 1 to 7 when executed by the processor.

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