CN115473966A - Routing method, terminal, intelligent terminal and storage medium for multiple communication modes - Google Patents

Routing method, terminal, intelligent terminal and storage medium for multiple communication modes Download PDF

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CN115473966A
CN115473966A CN202211042624.0A CN202211042624A CN115473966A CN 115473966 A CN115473966 A CN 115473966A CN 202211042624 A CN202211042624 A CN 202211042624A CN 115473966 A CN115473966 A CN 115473966A
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seat
service
customer service
information
session request
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沈简
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iFlytek Co Ltd
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iFlytek Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • G—PHYSICS
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    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063114—Status monitoring or status determination for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working

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Abstract

The application discloses a routing method, a terminal, an intelligent terminal and a storage medium with multiple communication modes, wherein the routing method with the multiple communication modes comprises the following steps: receiving a session request sent by a client; acquiring service information of a session request; inquiring the current seat information of the customer service seat group according to the service information; selecting one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and seat information; and establishing a communication connection between the service seat and the client. By the scheme, the routing method with multiple communication modes can perform unified routing distribution of the customer service seats for the client sides accessed by different communication modes, so that the construction of a routing system is performed without distinguishing the communication modes, the complexity of the construction of the routing system in the multiple communication modes is reduced, and the overall utilization rate of the customer service seat group is effectively improved.

Description

Multi-communication-mode routing method, terminal, intelligent terminal and storage medium
Technical Field
The present application relates to the field of communications technologies, and in particular, to a routing method, a terminal, an intelligent terminal, and a storage medium for multiple communication modes.
Background
With the popularization of 5G (5 th-Generation Mobile Communication Technology, the fifth Generation Mobile Communication Technology) and the development of real-time audio/video Technology, the man-to-man Communication mode has evolved from traditional audio telephony and IM (Instant Messaging) to a mixed Communication era with multiple Communication modes, such as audio telephony, video telephony, IM, internet audio/video, and the like. For a non-point-to-point communication scene of a customer service, how to distribute customer service seats aiming at customer routes accessed by various communication modes is the most important research proposition in the current customer service scene.
However, in the existing technical solution, different routing systems are separately constructed for different communication modes, and a customer service seat group with different communication capabilities is constructed in a targeted manner to respond to customers accessed in different communication modes. Therefore, although the client access and routing in multiple communication modes can be met, the routing system and the seat personnel in multiple communication modes need to be separately constructed, so that the method has the following defects: firstly, the routing system is more in construction and high in cost; secondly, the communication quantity of each communication mode is not evenly distributed and consistent, so that the customer service seats of partial communication modes are not enough, the seats of partial communication modes are quite idle, and the utilization rate of the overall seats is low.
Disclosure of Invention
The technical problem mainly solved by the application is to provide a routing method, a terminal, an intelligent terminal and a storage medium with multiple communication modes, so as to solve the problems that in the prior art, a routing system usually establishes a customer service seat group with different communication capabilities in a targeted manner, so that the construction cost is high, and the overall seat utilization rate is low.
In order to solve the above problem, a first aspect of the present application provides a routing method in multiple communication modes, where the routing method in multiple communication modes includes: receiving a session request sent by a client; acquiring service information of a session request; inquiring the current seat information of the customer service seat group according to the service information; selecting one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and seat information; and establishing a communication connection between the service seat and the client.
The service information comprises service content, the service content comprises a calling number, an access website or a self-media service number, and the step of inquiring the current seat information of the customer service seat group according to the service information comprises the following steps: selecting a corresponding customer service seat group according to the service content; inquiring the current seat information of the customer service seat group; the seat information comprises the working state and the communication address of each customer service seat in the customer service seat group.
After the step of querying the current seat information of the customer service seat group according to the service information, and before the step of selecting one customer service seat in the customer service seat group as a service seat of the session request according to the preset rule and the seat information, the method further comprises the following steps: determining whether an idle seat which is not in a working state exists in the customer service seat group according to the seat information; the step of selecting one customer service seat in the customer service seat group as a service seat of the session request according to the preset rule and the seat information comprises the following steps: and responding to the existence of idle seats in the customer service seat group, and randomly selecting one of the idle seats as a service seat of the session request.
The routing method of the multiple communication modes further comprises the following steps: responding to the existence of idle seats in the customer service seat group, and acquiring characteristic information of each customer service seat in the idle seats; the characteristic information comprises seat function configuration, daily accumulated service time and daily service frequency; and selecting one customer service seat in the idle seats as a service seat of the session request according to each characteristic information.
The routing method of the multiple communication modes further comprises the following steps: and responding to the situation that no idle seat exists in the customer service seat group, starting the intelligent voice system to send response information to the client.
The method comprises the following steps that service information comprises a communication mode, the communication mode comprises audio communication, text communication or video communication, after the step of inquiring current seat information of a customer service seat group according to the service information, a customer service seat in the customer service seat group is selected as a service seat of a session request according to a preset rule and the seat information, the method also comprises the following steps: determining a to-be-selected seat which does not adopt a communication mode corresponding to the session request to carry out communication service in the customer service seat group according to the seat information; the step of selecting one customer service seat in the customer service seat group as a service seat of the session request according to the preset rule and the seat information comprises the following steps: and randomly selecting one customer service seat in the seats to be selected as the service seat of the session request.
The step of selecting one customer service seat in the customer service seat group as a service seat of the session request according to the preset rule and the seat information comprises the following steps: and preferentially selecting one customer service seat in the idle seats which are not in the working state in the seats to be selected as the service seat of the session request.
In order to solve the above problem, a second aspect of the present application provides a multi-communication-mode routing terminal, wherein the multi-communication-mode routing terminal includes: the access module is used for receiving a session request sent by a client and acquiring service information of the session request; the routing module is used for receiving the service information sent by the access module, selecting a customer service seat group capable of providing corresponding service according to the service information and generating a query instruction; and the service module is used for receiving the query instruction sent by the routing module to acquire the current seat information of the customer service seat group, sending the seat information to the routing module, enabling the routing module to select one customer service seat in the customer service seat group as a service seat of the session request according to the preset rule and the seat information, and sending the communication address of the service seat to the access module, so that the access module establishes communication connection between the service seat and the client.
In order to solve the above problem, a third aspect of the present application provides an intelligent terminal, where the intelligent terminal includes a memory and a processor, which are coupled to each other, and the processor is configured to execute program instructions stored in the memory to implement the multi-communication-mode routing method of the first aspect.
In order to solve the above problem, a fourth aspect of the present application provides a computer-readable storage medium, on which program instructions are stored, and the program instructions, when executed by a processor, implement the multi-communication routing method of the first aspect.
The beneficial effects of the invention are: different from the situation of the prior art, the routing method with multiple communication modes provided by the application is characterized in that when a session request sent by a client is received, service information of the session request is obtained, so that current seat information of a customer seat group is inquired according to the service information, one customer seat in the customer seat group is selected as a service seat of the session request according to a preset rule and the seat information, the service seat is in communication connection with the client, the session request of the client is served, uniform routing distribution of the customer seats can be carried out for the clients accessed by different communication modes, and the construction of a routing system is carried out without distinguishing the communication modes, so that the complexity of the construction of the routing system in the multiple communication modes is effectively reduced, and the overall utilization rate of the customer seat group is effectively improved.
Drawings
Fig. 1 is a schematic flow chart of a first embodiment of a routing method of multiple communication modes according to the present application;
FIG. 2 is a schematic flow chart of one embodiment of S13 in FIG. 1;
FIG. 3 is a flow chart of a second embodiment of the routing method of multiple communication modes according to the present application;
FIG. 4 is a schematic flow chart of one embodiment of S25 in FIG. 3;
FIG. 5 is a flow chart illustrating a third embodiment of a routing method for multiple communication schemes according to the present application;
FIG. 6 is a block diagram of an embodiment of a routing terminal for multiple communication systems according to the present application;
FIG. 7 is a block diagram of an embodiment of a smart terminal according to the present application;
FIG. 8 is a block diagram of an embodiment of a computer-readable storage medium of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be described clearly and completely with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only some embodiments of the present application, and not all embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments in the present application without making any creative effort belong to the protection scope of the present application.
The terms "first", "second" and "third" in this application are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implying any indication of the number of technical features indicated. Thus, a feature defined as "first," "second," or "third" may explicitly or implicitly include at least one of the feature. In the description of the present application, "plurality" means at least two, e.g., two, three, etc., unless explicitly specifically limited otherwise. In the embodiment of the present application, all directional indicators (such as up, down, left, right, front, rear \8230;) are used only to explain the relative positional relationship between the components, the motion situation, etc. at a specific posture (as shown in the drawing), and if the specific posture is changed, the directional indicator is changed accordingly. Furthermore, the terms "include" and "have," as well as any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those steps or elements but may alternatively include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.
The present application will be described in detail with reference to the drawings and examples.
Referring to fig. 1, fig. 1 is a flowchart illustrating a routing method of multiple communication modes according to a first embodiment of the present invention. Specifically, the method may include the steps of:
s11: and receiving a session request sent by a client.
With the popularization of 5G and the development of real-time audio and video technology, the communication mode between people is evolved from the traditional audio telephone and IM to the mixed communication era with various communication modes such as audio telephone, video telephone, IM, internet audio and video and the like. For a non-point-to-point communication scene of a customer service, how to distribute customer service seats aiming at customer routes accessed by various communication modes is the most important research proposition in the current customer service scene.
It can be understood that the routing method with multiple communication modes in the embodiment corresponds to a routing allocation policy of a reasonable customer service agent for a session request called by a client in a customer service scene, and can be specifically implemented by a routing terminal adopting a specific architecture design.
It should be noted that the customer service seat mainly refers to a work post in a call center or a customer service department in a company enterprise, and generally refers to a network online client and online consultation. The intelligent terminal is particularly used for customer service personnel to perform manual service.
Specifically, the routing terminal receives a session request sent by one or more clients.
Optionally, the client may specifically be one or more of a smart phone, a fixed phone, a computer, a tablet computer, a smart watch, a smart robot, and any reasonable smart terminal capable of performing short-range or long-range communication, and the corresponding session request may specifically be one or more of a communication application in voice, text, and video communication, which is not limited in this application.
S12: and acquiring the service information of the session request.
It can be understood that, in order to select a suitable client seat to provide service for the current session request of the client, specific service information of the session request needs to be correspondingly acquired.
For example, the service information, that is, the session request information, may specifically include one or more of service content, communication method, and client information, so as to be uniformly encapsulated in the service information.
The service contents are generally referred to as numbers called by customers, namely called numbers, on the telephone network level, and web addresses accessed by customers, self-media service numbers and the like, on the Internet level, wherein the numbers, the web addresses and the service numbers are matched with specified service contents, and the service contents are generally processed by a set of fixed customer service seats.
The communication mode mainly records the type of the access media, for example, the access is a voice telephone request, the communication mode is recorded as an audio media, and if the access is an internet video telephone request, the communication mode is recorded as a video media.
The customer information generally records the channel of the access media and the identity of the customer, for example, in a telephone scene, the channel of the telephone plus the number of the customer; in the Internet channel, on the website, the Internet channel is added with the IP (Internet Protocol Address) Address of the client terminal; in APP (application) channel, it is an internet channel plus an Identity Document (ID).
S13: and inquiring the current seat information of the customer service seat group according to the service information.
Further, after the service information of the session request is obtained, a group of customer service seats capable of providing corresponding services for the session request, that is, a group of customer service seats called by the client can be selected according to the service information, and then the current seat information of the group of customer service seats is inquired.
It should be noted that the routing terminal can specifically invoke one or more groups of customer service seat groups arranged in advance according to service contents, that is, the customer service seat groups may specifically be one or more customer service seats corresponding to different service contents, for example, a telephone number facing a customer, an access website, or a self-media service number of a company or a social group providing manual service.
In other embodiments, the customer service seat group may be specifically one or more customer service seats further divided according to different service areas or different service objects after a plurality of customer service seats are divided according to service contents, and may be specifically determined by an actual customer service scene, which is not limited in the present application.
The seat information specifically refers to one or more of the current working state of each customer service seat in the customer service seat group, that is, whether the service is being provided, the service providing mode, the service accumulated time and frequency of the day, the communication address of each customer service seat and other reasonable characteristic information capable of displaying the service condition of the customer service seat, and the application does not limit the information.
S14: and selecting one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and the seat information.
Specifically, after the agent information of the agent group is queried, that is, the current working state and communication address of each agent in the agent group, a suitable agent in the agent group and in the current scene can be selected correspondingly according to a preset rule, for example, an agent in an idle state is selected randomly or a preferred agent in an idle state is selected preferentially, and the agent with less frequent service in the current day is used as the service agent of the session request.
S15: and establishing communication connection between the service seat and the client.
Further, the selected service seat is in communication connection with the client, so that corresponding customer service personnel can communicate with the client through the service seat, and communicate with the client through texts or videos.
According to the scheme, when a session request sent by a client is received, service information of the session request is acquired, current seat information of a customer service seat group is inquired according to the service information, one customer service seat in the customer service seat group is selected as a service seat of the session request according to a preset rule and the seat information, the service seat is in communication connection with the client, and the session request of the client is served, so that unified routing distribution of the customer service seats can be performed for the clients accessed in different communication modes, and the construction of a routing system is performed without distinguishing the communication modes, so that the complexity of the construction of the routing system in the multiple communication modes is effectively reduced, and the overall utilization rate of the customer service seat group is effectively improved.
Referring to fig. 2, fig. 2 is a schematic flowchart illustrating an embodiment of S13 in fig. 1. In an embodiment, the multi-communication routing method of the present application further includes some more specific steps in addition to the above-mentioned steps S11 to S15. Specifically, the step S13 may further include the following steps:
s131: and selecting a corresponding customer service seat group according to the service content.
It can be understood that, in this embodiment, the service information obtained from the session request may specifically include service content, and the service content further includes one of a calling number, an access website, a self-media service number, and the like, so as to search according to the service content and select a called customer service seat group capable of providing a corresponding service.
For example, when the service content is specifically a calling number, any reasonable intelligent terminal capable of providing a call service, such as one or more landline telephones or smart phones which are pre-programmed into a group, is selected; when the service content is the website access, one or more background computers or tablet computers which are pre-organized into a group are selected as any reasonable intelligent terminals capable of providing network communication service; similarly, when the service content is the self-media service number, any reasonable intelligent terminal capable of providing the network communication service, such as one or more smart phones, background computers or tablet computers which are pre-organized into a group, is selected.
Optionally, each customer service seat in the customer service seat group organized as a group may be specifically a different intelligent terminal, and correspondingly, may be a mixed group capable of providing any service content, and may also be the same intelligent terminal, and is specifically determined by an actual application scenario, which is not limited in this application.
Optionally, the customer service seat groups selected by different service contents may be the same or different, that is, the same customer service seat group may specifically provide services for at least two different service contents in a specific scene, and the specific application scene determines the service contents, which is not limited in the present application.
S132: and inquiring the current seat information of the customer service seat group.
Further, in order to select a suitable customer service seat for providing service for the session request, the current seat information of the customer service seat group needs to be correspondingly inquired, that is, the communication address and the working state of each customer service seat in the customer service seat group, such as whether service is currently provided.
In other embodiments, the seat information may further include one or more of any reasonable feature information capable of displaying the service condition of the service seat, such as the service accumulated time, frequency, and the like of each service seat in the service seat group on the same day, which is not limited in this application.
Referring to fig. 3, fig. 3 is a flowchart illustrating a routing method of multiple communication modes according to a second embodiment of the present invention. The multi-communication routing method of this embodiment is a flowchart of a detailed example of the multi-communication routing method in fig. 1, and includes the following steps:
s21: and receiving a session request sent by a client.
S22: and acquiring the service information of the session request.
S23: and inquiring the current seat information of the customer service seat group according to the service information.
S21, S22, and S23 are the same as S11, S12, and S13 in fig. 1, and please refer to S11, S12, and S13 and the related text descriptions thereof, which are not described herein again.
S24: and determining whether an idle seat which is not in a working state exists in the customer service seat group according to the seat information.
Specifically, after the current seat information of the customer service seat group is queried, in order to ensure that a service can be provided for a session request provided by the client at this time, it is first determined whether an idle seat which is not in a working state exists in the customer service seat group.
If the idle seat not in the working state exists in the customer service seat group, S25 is executed, and if the idle seat not in the working state does not exist in the customer service seat group, S27 is executed.
S25: and randomly selecting one customer service seat in the idle seat as a service seat of the session request.
Specifically, after it is determined that at least one customer service seat in the customer service seat group is currently in an idle state, one customer service seat can be randomly selected from the idle seats to serve as a service seat of the session request, so as to provide communication service for the customer.
S26: and establishing a communication connection between the service seat and the client.
S26 is the same as S15 in fig. 1, and please refer to S15 and the related text description thereof, which are not repeated herein.
S27: and starting the intelligent voice system to send response information to the client.
It can be understood that, in this embodiment, the routing terminal may further integrate a trained intelligent voice system, and the intelligent voice system may specifically perform daily communication with a person within a certain range, so that when all the customer service agents in the currently selected customer service agent group are already in a working state, the intelligent voice system of the routing terminal is started to send response information to the client, so as to provide a service for the client.
Further, in an embodiment, the step S27 may specifically further include: and establishing communication connection between an intelligent voice system of the background service center and the client so as to provide service for the current session request through the intelligent voice system.
It can be understood that the intelligent voice system can be integrated in a background service center, and the routing terminal is only used as a communication bridge to provide routing service.
Further, in an embodiment, the step S27 may specifically further include: and inputting the current session request into a queuing buffer in a storage queue, taking out the current session request from the storage queue for processing after an idle seat exists later, and sending reminding information to the client side at the same time.
Referring to fig. 4, fig. 4 is a schematic flowchart illustrating an embodiment of S25 in fig. 3. Specifically, the step S25 may further include the following steps:
s251: and acquiring the characteristic information of each customer service seat in the idle seats.
It can be understood that, in order to ensure the quality of the current customer service and the better overall utilization rate of the customer service seat group, after the idle seats in the customer service seat group are determined, the characteristic information of each customer service seat in the idle seats needs to be further acquired.
The feature information may specifically include one or more of reasonable information capable of displaying the service condition of the customer service seat, such as seat function configuration, cumulative service time of the day, service frequency of the day, and the like, which is not limited in the present application.
S252: and selecting one customer service seat in the idle seats as a service seat of the session request according to each characteristic information.
Further, after the feature information of each of the idle seats is obtained, a more suitable seat can be selected from the idle seats according to the feature information as the service seat of the current session request, for example, a seat with higher function configuration is preferentially selected as the service seat of the current session request; or, preferentially selecting one customer service seat with less accumulated service time on the day as the service seat of the session request; or, preferentially selecting one customer service seat with less frequent service on the current day as the service seat of the session request.
Referring to fig. 5, fig. 5 is a flowchart illustrating a routing method according to a third embodiment of the present invention. The multi-communication routing method of this embodiment is a flowchart of a detailed embodiment of the multi-communication routing method in fig. 1, and includes the following steps:
s31: and receiving a session request sent by a client.
S32: and acquiring the service information of the session request.
S33: and inquiring the current seat information of the customer service seat group according to the service information.
S31, S32, and S33 are the same as S11, S12, and S13 in fig. 1, and please refer to S11, S12, and S13 and the related text descriptions thereof, which are not described herein again.
S34: and determining the seats to be selected which do not adopt the communication mode corresponding to the session request to carry out communication service in the customer service seat group according to the seat information.
It can be understood that, for the same customer service seat, while providing the voice service or the video service, the same customer service seat can also generally and synchronously respond to the text message, that is, when the customer service seat is selected to provide the service for the session request, the same customer service seat can also be selected to provide the service for the session requests corresponding to different communication modes based on the consideration of the waiting response time of the customer and the overall utilization rate of the customer service seat group.
Specifically, in this embodiment, the service information obtained from the session request may further include a communication mode, and the communication mode further includes audio communication, text communication, or video communication.
And the current seat information of the customer service seat group also correspondingly comprises a specific communication mode in which each customer service seat currently provides service, so that after the current seat information of the customer service seat group is inquired, one or more customer service seats which do not adopt the communication mode corresponding to the session request to perform communication service in the customer service seat group can be determined according to the seat information and serve as seats to be selected of the session request.
Therefore, the seats to be selected may specifically include idle seats which are not in a working state, and may also include customer service seats which provide services in a communication mode different from the communication mode corresponding to the session request.
S35: and randomly selecting one customer service seat in the seats to be selected as a service seat of the session request.
Further, after a to-be-selected seat meeting the communication service in the communication mode corresponding to the non-adopted session request is selected from the customer service seat group, a customer service seat can be further randomly selected from the to-be-selected seats to serve as a service seat of the session request, and the service is provided for the customer.
S36: and establishing a communication connection between the service seat and the client.
S36 is the same as S15 in fig. 1, and please refer to S15 and the related text description thereof, which are not repeated herein.
Further, in an embodiment, the step S13 may further include: and preferentially selecting one customer service seat in the idle seats which are not in the working state in the seats to be selected as the service seat of the session request.
It can be understood that, when each customer service seat in the customer service seat group is a multifunctional seat capable of processing different media and different communication modes, the to-be-selected seat which does not currently adopt the communication mode corresponding to the session request for communication service can be selected first, and the preset rule can determine whether the communication mode corresponding to the session request can be processed with other communication modes at the same time, if the communication mode corresponding to the session request can be processed at the same time, a customer seat meeting the rule is selected from the to-be-selected seats, for example, one of the customer seats is selected randomly, or one of the idle seats which is not in the working state is selected preferentially as the service seat of the session request, so as to provide higher quality of customer service.
For convenience of understanding, taking the example that a customer service seat group specifically comprises three customer service seats, such as an a seat, a B seat and a C seat, and the a seat is in an audio call with a customer, the B seat is in a chat with a customer text, and the C seat has no task, if a currently processed session request is specifically a video call of the customer, then a preset rule allows one customer service seat to process texts and videos at the same time, one customer service seat can be randomly selected between the B seat and the C seat as a service seat, and when the preset rule is that an idle seat is preferentially selected, the C seat is selected, and if the preset rule does not allow simultaneous processing of texts and videos, the C seat is directly selected.
Referring to fig. 6, fig. 6 is a schematic diagram of a multi-communication routing terminal according to an embodiment of the present disclosure.
In this embodiment, the multi-communication-system routing terminal 41 includes: the access module 411 is configured to receive a session request sent by a client, and acquire service information of the session request; the routing module 412 is configured to receive the service information sent by the access module 411, select a customer service seat group capable of providing a corresponding service according to the service information, and generate a query instruction; the service module 413 is configured to receive the query instruction sent by the routing module 412 to obtain current seat information of the customer service seat group, and send the seat information to the routing module 412, so that the routing module 412 selects one of the customer service seats in the customer service seat group as a service seat of the session request according to the preset rule and the seat information, and sends a communication address of the service seat to the access module 411, so that the access module 411 establishes a communication connection between the service seat and the client.
According to the scheme, when a session request sent by a client is received, service information of the session request is acquired, current seat information of a customer service seat group is inquired according to the service information, one customer service seat in the customer service seat group is selected as a service seat of the session request according to a preset rule and the seat information, the service seat is in communication connection with the client, and the session request of the client is served, so that unified routing distribution of the customer service seats can be performed for the clients accessed in different communication modes, and the construction of a routing system is performed without distinguishing the communication modes, so that the complexity of the construction of the routing system in the multiple communication modes is effectively reduced, and the overall utilization rate of the customer service seat group is effectively improved.
In some embodiments, the service information includes service content, the service content includes a call number, a website address or a self-media service number, and the routing module 412 may be further configured to: selecting a corresponding customer service seat group according to the service content; inquiring the current seat information of the customer service seat group; the seat information comprises the working state and the communication address of each seat in the customer service seat group.
In some embodiments, the routing module 412 may be further specifically configured to: determining whether an idle seat which is not in a working state exists in the customer service seat group according to the seat information; and responding to the existence of idle seats in the customer service seat group, and randomly selecting one of the idle seats as a service seat of the session request.
In some embodiments, the routing module 412 may be further specifically configured to: responding to the existence of idle seats in the customer service seat group, and acquiring characteristic information of each customer service seat in the idle seats; the characteristic information comprises seat function configuration, the current accumulated service time and the current service frequency; and selecting one customer service seat in the idle seats as a service seat of the session request according to each characteristic information.
In some embodiments, the multi-communication-mode routing terminal 41 further includes an intelligent voice system (not shown), and the intelligent voice system may be further configured to: and when no idle seat exists in the customer service seat group, sending response information to the client.
In some embodiments, the service information includes a communication method, where the communication method includes audio communication, text communication, or video communication, and the routing module 412 may be further configured to: determining a to-be-selected seat which does not adopt a communication mode corresponding to the session request to carry out communication service in the customer service seat group according to the seat information; and randomly selecting one customer service seat in the seats to be selected as a service seat of the session request.
In some embodiments, the routing module 412 may be further specifically configured to: and preferentially selecting one customer service seat in the idle seats which are not in the working state in the seats to be selected as the service seat of the session request.
Referring to fig. 7, fig. 7 is a schematic diagram of a framework of an embodiment of an intelligent terminal according to the present application. In this embodiment, the intelligent terminal 51 includes a memory 511 and a processor 512 coupled to each other, and the processor 512 is configured to execute program instructions stored in the memory 511 to implement the steps of any one of the above-described embodiments of the routing method in multiple communication manners.
In a specific implementation scenario, the intelligent terminal 51 may specifically include but is not limited to: any reasonable intelligent terminal such as a computer, a tablet computer, a smart phone and a smart watch is not limited in the application.
In particular, the processor 512 is configured to control itself and the memory 511 to implement the steps of any of the above-described embodiments of the video display method. Processor 512 may also be referred to as a CPU (Central processing Unit). Processor 512 may be an integrated circuit chip having signal processing capabilities. Processor 512 may also be a general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other Programmable logic device, discrete gate or transistor logic, discrete hardware components. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. Additionally, processor 512 may be implemented collectively by an integrated circuit chip.
Referring to fig. 8, fig. 8 is a block diagram illustrating an embodiment of a computer-readable storage medium according to the present application. In this embodiment, the computer readable storage medium 61 stores program instructions 611 executable by the processor, and the program instructions 611 are used to implement the steps of any of the above-described embodiments of the routing method for multiple communication systems.
In the several embodiments provided in the present application, it should be understood that the disclosed method and apparatus may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, a division of a module or a unit is merely one type of logical division, and an actual implementation may have another division, for example, a unit or a component may be combined or integrated with another system, or some features may be omitted, or not implemented. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of devices or units through some interfaces, and may be in an electrical, mechanical or other form.
Units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on network elements. Some or all of the units can be selected according to actual needs to achieve the purpose of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application may be substantially implemented or contributed to by the prior art, or all or part of the technical solution may be embodied in a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, a network device, or the like) or a processor (processor) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.

Claims (10)

1. A routing method of multiple communication modes is characterized in that the routing method of multiple communication modes comprises the following steps:
receiving a session request sent by a client;
acquiring the service information of the session request;
inquiring the current seat information of the customer service seat group according to the service information;
selecting one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and the seat information;
and establishing communication connection between the service seat and the client.
2. The multi-communication routing method according to claim 1, wherein the service information includes service content, the service content includes a calling number, an access website, or a self-media service number, and the step of querying the current seat information of the customer service seat group according to the service information includes:
selecting a corresponding customer service seat group according to the service content;
inquiring the current seat information of the customer service seat group; the seat information comprises the working state and the communication address of each customer service seat in the customer service seat group.
3. The multi-communication routing method according to claim 1, wherein after the step of querying current seat information of a customer service seat group according to the service information, and before the step of selecting one of the customer service seats in the customer service seat group as a service seat of the session request according to a preset rule and the seat information, the method further comprises:
determining whether an idle seat which is not in a working state exists in the customer service seat group according to the seat information;
the step of selecting one of the customer service seat groups as a service seat of the session request according to a preset rule and the seat information comprises:
responding to the idle seats in the customer service seat group, and randomly selecting one of the idle seats as a service seat of the session request.
4. The multi-communication routing method of claim 3, further comprising:
responding to the idle seats in the customer service seat group, and acquiring characteristic information of each customer service seat in the idle seats; the characteristic information comprises seat function configuration, daily accumulated service time and daily service frequency;
and selecting one customer service seat in the idle seats as a service seat of the session request according to each piece of characteristic information.
5. The multi-communication routing method of claim 3, further comprising:
and responding to the situation that the idle seat does not exist in the customer service seat group, starting an intelligent voice system to send response information to the client.
6. The multi-communication routing method of claim 1, wherein the service information includes communication modes, the communication modes include audio communication, text communication or video communication, and after the step of querying current seat information of a customer service seat group according to the service information, the step of selecting one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and the seat information further includes:
determining a to-be-selected seat which does not adopt the communication mode corresponding to the session request to carry out communication service in the customer service seat group according to the seat information;
the step of selecting one of the customer service seat groups as a service seat of the session request according to a preset rule and the seat information comprises:
and randomly selecting one customer service seat in the seats to be selected as the service seat of the session request.
7. The multi-communication routing method of claim 6, wherein the step of selecting one of the agents in the agent group as the agent for servicing the session request according to a preset rule and the agent information comprises:
and preferentially selecting one customer service seat in the idle seats which are not in the working state in the seats to be selected as the service seat of the session request.
8. A routing terminal of multiple communication modes is characterized in that the routing terminal of multiple communication modes comprises:
the access module is used for receiving a session request sent by a client and acquiring service information of the session request;
the routing module is used for receiving the service information sent by the access module, selecting a customer service seat group capable of providing corresponding service according to the service information and generating a query instruction;
and the service module is used for receiving the query instruction sent by the routing module to acquire the current seat information of the customer service seat group, sending the seat information to the routing module so that the routing module selects one customer service seat in the customer service seat group as a service seat of the session request according to a preset rule and the seat information, and sends a communication address of the service seat to the access module so that the access module establishes communication connection between the service seat and the client.
9. An intelligent terminal, comprising a memory and a processor coupled to each other, wherein the processor is configured to execute program instructions stored in the memory to implement the multi-communication routing method according to any one of claims 1 to 7.
10. A computer-readable storage medium on which program instructions are stored, which program instructions, when executed by a processor, implement a multi-communication routing method according to any one of claims 1 to 7.
CN202211042624.0A 2022-08-29 2022-08-29 Routing method, terminal, intelligent terminal and storage medium for multiple communication modes Pending CN115473966A (en)

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