CN115529390A

CN115529390A - Data access method and device, electronic equipment and storage medium

Info

Publication number: CN115529390A
Application number: CN202211128127.2A
Authority: CN
Inventors: 黄子龙; 范会善; 王炼; 赵新阳; 罗贤桂; 贺文明; 黄振光; 炊向军; 董劲麟
Original assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Current assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Priority date: 2022-09-16
Filing date: 2022-09-16
Publication date: 2022-12-27

Abstract

The present disclosure relates to the field of big data technologies, and in particular, to a data access method and apparatus, an electronic device, and a storage medium. The method comprises the following steps: receiving a grouping request of an account and channel associated data of voice navigation, and determining a first routing parameter according to the channel associated data of the voice navigation; determining a second routing parameter according to the channel associated data of the voice navigation and the preset account label category; and inquiring an agent account matched with the first routing parameter from the skill group matched with the second routing parameter, and accessing incoming line data of the account to the agent account. The scheme has the advantages of high access accuracy, high access speed, strong maintainability and the like.

Description

Data access method and device, electronic equipment and storage medium

Technical Field

The present disclosure relates to the field of big data technologies, and in particular, to a data access method and apparatus, an electronic device, and a storage medium.

Background

With the development of scientific technology, interactive Voice Response (IVR) technology has appeared. Namely, after receiving a calling incoming line of the client, playing different menu prompt contents to the client. And under the condition that the user selects manual customer service, switching to an agent group with a skill corresponding to the user requirement according to the user requirement of the client.

In the related art, various determination conditions are set by a large amount of associated data, for example: and judging whether the account is an old account, a private account, a VIP account, a new energy account, a switching reason A, a reason B, a reason C and the like. Finally, some account labels of the access account are determined and matched with the corresponding agent accounts. Because various judgments in the prior art belong to single-thread operation, the efficiency is not high. The channel associated data and the judgment conditions are complex and various, so that the grouping is complicated; insufficient accuracy and inefficiency; and each new account label is added, increment optimization needs to be carried out on each route type, and with the continuous increase of the account labels, the seat grouping process of inquiring corresponding skills becomes less and less efficient and delayed, and the maintainability is low. Therefore, the accuracy of the data access method in the related art is not high, and the efficiency is low.

Disclosure of Invention

The disclosure provides a data access method, a data access device, an electronic device and a storage medium, which at least solve the problem of low accuracy of a data access method in related technologies. The technical scheme of the disclosure is as follows:

according to a first aspect of the embodiments of the present disclosure, there is provided a data access method, including:

receiving a grouping request of an account and channel associated data of voice navigation, and determining a first routing parameter according to the channel associated data of the voice navigation;

determining a second routing parameter according to the channel associated data of the voice navigation and the preset account label category;

and inquiring an agent account matched with the first routing parameter from the skill group matched with the second routing parameter, and accessing incoming line data of the account to the agent account.

In one possible implementation, the querying, from the skill group matching the second routing parameter, an agent account matching the first routing parameter includes:

determining a query sequence of skill groups matched with the second routing parameters according to a preset account label priority;

and inquiring the agent accounts matched with the first routing parameters from the skill groups according to the inquiry sequence.

In a possible implementation manner, the first routing parameter is represented in an encoded manner, and the receiving a grouping request of an account and route associated data of voice navigation and determining the first routing parameter according to the route associated data of voice navigation includes:

identifying the channel associated data of the voice navigation, and extracting different categories of classified codes;

and under the condition that the classified codes exist in a preset classified code set, determining the classified codes as first routing parameters.

In one possible implementation manner, the method further includes:

and under the condition that the classified codes do not exist in a preset classified code set, determining the first routing parameter as a preset general parameter.

In a possible implementation manner, the determining the second routing parameter according to the route associated data of the voice navigation and a preset account label category includes:

identifying the channel associated data of the voice navigation and extracting account labels of different categories;

and under the condition that the account label is determined to exist in a preset account label set, determining the account label as a second routing parameter.

In a possible implementation manner, querying agent account accounts matched with the first routing parameter from the skill group according to the query sequence includes:

inquiring an agent account matched with the first routing parameter from the current skill group;

and under the condition that the seat account matched with the first routing parameter is not inquired in the current skill group, inquiring the seat account from the next skill group of the current skill group according to the inquiry sequence.

In a possible implementation manner, querying, according to the query order, agent accounts matched with the first routing parameter from the skill group includes:

acquiring the wiring time of an account;

and inquiring the seat account numbers matched with the first routing parameters and the wiring time from the skill groups according to the inquiry sequence.

In one possible implementation, the first routing parameter includes at least one of:

the method comprises the steps of switching type, special line type, customer selected language type, switching reason, account level and incoming line object identification number.

According to a second aspect of the embodiments of the present disclosure, there is provided a data access apparatus, including:

the receiving module is used for receiving a grouping request of an account and the channel associated data of voice navigation and determining a first routing parameter according to the channel associated data of the voice navigation;

the determining module is used for determining a second routing parameter according to the channel associated data of the voice navigation and the preset account label category;

and the access module is used for inquiring the seat account matched with the first routing parameter from the skill group matched with the second routing parameter and accessing the incoming line data of the account to the seat account.

In one possible implementation manner, the access module includes:

the determining submodule is used for determining the query sequence of the skill group matched with the second routing parameter according to the preset account label priority;

and the query sub-module is used for querying the agent accounts matched with the first routing parameters from the skill groups according to the query sequence.

In a possible implementation manner, the first routing parameter is represented in an encoded manner, and the access module includes:

the extraction submodule is used for identifying the channel associated data of the voice navigation and extracting different categories of classified codes;

the first determining submodule is used for determining the classified code as a first routing parameter under the condition that the classified code is determined to exist in a preset classified code set.

In a possible implementation manner, the access module further includes:

and the second determining submodule is used for determining the first routing parameter as a preset general parameter under the condition that the classification code does not exist in the preset classification code set.

In one possible implementation, the second routing parameter includes a plurality of account labels of the account, and the determining module includes:

the recognition sub-module is used for recognizing the channel associated data of the voice navigation and extracting account labels of different categories;

and the third determining submodule is used for determining the account label as a second routing parameter under the condition that the account label is determined to exist in a preset account label set.

In one possible implementation, the query submodule includes:

the first query unit is used for querying the agent account matched with the first routing parameter from the current skill group;

a second query unit, configured to query, according to the query sequence, an agent account from a next skill group of the current skill group when an agent account matched with the first routing parameter is not queried in the current skill group.

In one possible implementation, the query submodule includes:

the acquisition unit is used for acquiring the wiring time of the account;

and the third query unit is used for querying the seat account matched with the first routing parameter and the wiring time from the skill group according to the query sequence.

According to a third aspect of embodiments of the present disclosure, there is provided a server including:

a processor;

a memory for storing the processor-executable instructions;

wherein the processor is configured to execute the instructions to implement the data access method according to any one of the embodiments of the present disclosure.

According to a fourth aspect of embodiments of the present disclosure, there is provided a computer-readable storage medium, in which instructions, when executed by a processor of a server, enable the server to perform a data access method as in any one of the embodiments of the present disclosure.

According to a fifth aspect of embodiments of the present disclosure, there is provided a computer program product comprising instructions which, when executed by a processor of a server, enable the server to perform the data access method according to any one of the embodiments of the present disclosure.

The technical scheme provided by the embodiment of the disclosure at least brings the following beneficial effects: according to the method and the device for determining the route parameters, the first route parameters are determined according to the route data of the voice navigation, and the second route parameters are determined according to the route data of the voice navigation and the preset account label type. The determination process of the first routing parameter and the determination process of the second routing parameter can be executed in parallel, and the processing efficiency can be greatly improved. Furthermore, the first routing parameter and the second routing parameter are respectively used as coordinate axes in a two-dimensional coordinate, and the two parameters can uniquely determine a coordinate point, namely the seat account. Therefore, according to the embodiment of the disclosure, the first routing parameter and the second routing parameter are extracted, and the two parameters are matched, so that the target seat account can be quickly locked without setting a complex judgment condition, and the seat accounts corresponding to the accounts can be judged layer by layer, therefore, compared with the prior art, the embodiment of the disclosure is more accurate and efficient. Further, multiple levels of account labels and priorities of the account labels may be set in the second routing parameter. When the system is updated, the updated account label is updated only by setting the priority of the updated account label in the priority of the original account label without adding other logics, so that the new account label can be updated.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and, together with the description, serve to explain the principles of the disclosure and are not to be construed as limiting the disclosure.

Fig. 1 is a flow chart illustrating a method of data access in accordance with an example embodiment.

Fig. 2 is a flow chart illustrating a method of data access according to another exemplary embodiment.

Fig. 3 is a flow chart illustrating a method of data access according to another exemplary embodiment.

Fig. 4 is a flow chart illustrating a method of data access in accordance with another example embodiment.

Fig. 5 is a flow chart illustrating a method of data access according to another exemplary embodiment.

Fig. 6 is a flow chart illustrating a method of data access according to another exemplary embodiment.

Fig. 7 is a flow chart illustrating a method of data access according to another exemplary embodiment.

Fig. 8 is a block diagram illustrating a data access device according to an example embodiment.

FIG. 9 is a block diagram illustrating a server in accordance with an exemplary embodiment.

Detailed Description

In order to make the technical solutions of the present disclosure better understood, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the accompanying drawings.

It should be noted that the terms "first," "second," and the like in the description and claims of the present disclosure and in the above-described drawings are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the disclosure described herein are capable of operation in sequences other than those illustrated or otherwise described herein. The implementations described in the exemplary embodiments below do not represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.

It should also be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data for presentation, analyzed data, etc.) referred to in the present disclosure are both information and data that are authorized by the user or sufficiently authorized by various parties.

Fig. 1 is a flow chart illustrating a method of data access in accordance with an example embodiment. As shown in fig. 1, the method is used in a server and includes the following steps.

Step S101, receiving a grouping request of an account and channel associated data of voice navigation, and determining a first routing parameter according to the channel associated data of the voice navigation.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. The embodiment of the disclosure is applied to an Interactive Voice Response (IVR) technical scene, after an account calls an incoming line, a server plays different service menu contents to the account, and provides corresponding services according to the selection of the account. In one example, during an incoming phone call of an account, manual service is selected through menu navigation, and then the call is transferred to a routing module, and the routing module receives a grouping request of the account and route associated data of voice navigation.

In the embodiment of the present disclosure, the channel associated data of the voice navigation may include an instruction selected by the user during a call and a voice content during a telephone communication process of the user. In one example, the content in the voice navigated route data can be identified through a method of voice recognition. And determining a first routing parameter according to the route data of the voice navigation. Wherein the first routing parameter may include at least one of: the method comprises the steps of transfer type, special line type, customer selected language type, transfer reason grouping, transfer reason, account level and incoming line object identification number.

And step S103, determining a second routing parameter according to the channel associated data of the voice navigation and the preset account label category.

In the embodiment of the disclosure, the account label categories may describe attributes of the accounts from different dimensions, and under the same attribute, requirements of the accounts have higher similarity. In one example, the account label categories may include at least one of: the system comprises a VIP old person label, a VIP label, a client star grade label, an old person label, a green low-carbon new energy label and a special population label. In one example, the tag category of the account may be determined by recognizing the voice navigation satellite data according to an artificial intelligence model. In one example, the second routing parameter may include an account label, where the account label may include one or more of the above listed. It should be noted that the setting manner of the second routing parameter is not limited to the above examples, for example, the parameters for distinguishing different agents, such as the switching reason and the time period, and other modifications are possible for those skilled in the art based on the teaching of the present application, but all the functions and effects achieved by the second routing parameter are covered within the scope of the present application as long as they are the same as or similar to the present application.

Step S105, inquiring an agent account matched with the first routing parameter from the skill group matched with the second routing parameter, and accessing incoming line data of the account to the agent account.

In this embodiment of the present disclosure, if the second routing parameter includes an account label, the skill group matched with the account label may include a skill group of the same category as the account label, and in the skill group, an agent account matched with the first routing parameter is queried. If the second routing parameter includes a plurality of account labels, the query sequence of the skill group matched with the second routing parameter can be determined according to the priority of the account labels. In one example, skill grouping may include: the system comprises a VIP (visitors to the aged) label, a VIP label, a client star grade label, an old label, a new energy vehicle owner label or a green low-carbon label, and a special population label. In one example, the priority of the account label may include: the honored guest and old people label > honored guest label > client star label > old people label > new energy vehicle owner label or green low carbon label > special crowd label. Under the condition that the second routing parameter includes multiple account labels, for example, a customer star label, a guest label, and an old person label, according to the priority, the skill group corresponding to the guest label with the highest priority may be queried first, if there is no seat account matched with the first routing parameter, the skill group may be queried from the sub-optimal customer star label, and if there is no seat account matched with the old person label, the query may be queried from the seat account matched with the old person label. In one example, if none of the skill groups described above queries an agent account that matches the first routing parameter, the agent account may be queried from a default skill group.

The technical scheme provided by the embodiment of the disclosure at least brings the following beneficial effects: according to the method and the device, the first routing parameter is determined according to the channel associated data of the voice navigation, and the second routing parameter is determined according to the channel associated data of the voice navigation and the preset account label type. The determination process of the first routing parameter and the second routing parameter can be executed in parallel, and the processing efficiency can be greatly improved. Furthermore, the first routing parameter and the second routing parameter are respectively used as coordinate axes in a two-dimensional coordinate, and the two parameters can uniquely determine a coordinate point, namely the seat account. Therefore, according to the embodiment of the disclosure, the first routing parameter and the second routing parameter are extracted, and the two parameters are matched, so that the target seat account can be quickly locked without setting a complex judgment condition, and the seat accounts corresponding to the accounts can be judged layer by layer, therefore, compared with the prior art, the embodiment of the disclosure is more accurate and efficient. Further, multiple levels of account labels and priorities of the account labels may be set in the second routing parameter. When the system is updated, the updated account label is updated only by setting the priority of the updated account label in the priority of the original account label without adding other logics, so that the new account label can be updated.

Fig. 2 is a flow chart illustrating a method of data access according to another exemplary embodiment. Referring to fig. 2, in step S105, an agent account matched with the first routing parameter is queried from the skill group matched with the second routing parameter, and incoming line data of the account is accessed to the agent account, which may specifically be implemented by the following steps:

in step S201, a query sequence of skill groups matched with the second routing parameter is determined according to a preset account label priority.

In step S203, according to the query sequence, querying an agent account matched with the first routing parameter from the skill group, and accessing incoming line data of the account to the agent account.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. In the embodiment of the present disclosure, the skill groups and the account labels have a one-to-one association relationship, for example, the account labels and the priority order may include: the system comprises a VIP (visitors to the aged), a VIP label, a client star label, an old label, a new energy vehicle owner label or a green low-carbon label, a special population label and the like. Accordingly, the skill grouping may include a visitant old person tag skill grouping, a visitant tag skill grouping, a customer star level tag skill grouping, an old person tag skill grouping, a new energy vehicle owner tag skill grouping or a green low carbon tag skill grouping, a special population tag skill grouping, and the like. In one example, some fields and values may be set in an account to determine the account label for the account. For example: guest tag, VIP _ FLAG,0: guest client, 0 or null: a non-guest account; old people tag, cst _ oldcure _ Flag,1: senior client, 0 or null: a non-elderly customer; visitant old people label: while the conditions VIP _ FLAG =0 and Cst _ oldcure _ FLAG =1 are satisfied. Account Star label, cst _ Star,7:7 star class accounts; new Energy Vehicle owner label, new _ Energy _ Vehicle,1: a new energy vehicle owner account; green Low carbon label, great _ Low _ carbon, 1: the account is a green low-carbon label account. Special population label, special _ Flag,1: tag accounts for special populations.

In the disclosed embodiment, the query order of skill groups matching the second routing parameter is determined. In one example, the account label determined by the second routing parameter may include account label C, account label Z, and account label G. The preset account label priorities are account label C, account label G and account label Z, and the query sequence of skill groups may include account label C skill group, account label G skill group and account label Z skill group.

In the embodiment of the disclosure, according to the query sequence, the agent account matched with the first routing parameter is queried from the skill group. In one example, from the account label C skill group, an agent account number is queried that conforms to first routing parameters, where the first routing parameters include, but are not limited to, a transit type, a private line type, a customer selected language type, and the like. In this example, the first routing parameter may include: the method comprises the steps that the transfer type is I type, the special line type is common hotline, a customer selects a language type of Chinese, for example, in account label C skill grouping, the customer inquires an agent account meeting the conditions that the transfer type is I type, the special line type is common hotline, the customer selects an agent account with the language type of Chinese and the like, and incoming line data of the account is accessed to the inquired agent account. It should be noted that the inquired agent accounts may include multiple agent accounts, and the agent accounts may be accessed in a screening or polling manner in combination with information of other dimensions, which is not limited in this disclosure.

According to the embodiment of the disclosure, by setting the priority of the account label, the corresponding agent account numbers can be sequentially matched under the condition that a plurality of account labels are grouped in skills. In another aspect. When the system is updated, the updated account label can be updated only by setting the priority of the updated account label in the priority of the original account label without adding other logics, so that the scheme has the advantages of high access accuracy, high access speed, strong maintainability and the like

Fig. 3 is a flow chart illustrating a method of data access according to another exemplary embodiment. Referring to fig. 3, the first routing parameter is represented in an encoded manner, and in step S101, a grouping request of an account and route data of voice navigation are received, and the first routing parameter is determined according to the route data of voice navigation. The method comprises the following steps:

step S301, identifying the channel associated data of the voice navigation and extracting different types of classified codes.

Step S303, determining the classified code as the first routing parameter when it is determined that the classified code exists in a preset classified code set.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. In this embodiment of the present disclosure, the preset classification coding set may be divided according to a type of the first routing parameter, where the first routing parameter includes: the switching type, the special line type, the language type selected by the customer, the switching reason grouping, the switching reason, the account grade and the incoming line object identification number are taken as examples, and the switching type can be divided into a storage type (the account A stores the resources to the mechanism B, and can obtain more resources along with the increase of time) and a pre-payment type (the account A obtains a certain resource from the mechanism B, and after a preset time period, the resources are returned to the mechanism B, otherwise, more resources are returned to the mechanism B). The storage type is denoted as code 1 and the pre-branching type is denoted as code 2. The private line type can be divided into general types, and the code is expressed as ALL; a normal hot line, coded as PT; a first type of hotline, encoded as SW; a second type of hotline, encoded as BJ; a third type hot-line, encoded as FQ; employee hotlining, encoded as YG; guest-helper-line, code denoted KX, etc. The customer selects a language type, which may include Mandarin, with a code of 1; english, code 2, yue, code 3; in Minnan, the code is 4, etc.

In the embodiment of the disclosure, the types of the switching reason grouping, the account grade and the incoming line object identification number are more, and the grouping detail can be set. In one example, a value of 0 indicates no group parameter, a value of 1 indicates that the reason for the transfer is a group, a value of 2 indicates that the customer class is a group, and a value of 3 indicates that the line number is a group. A plurality of detail groups may be included in the transit cause packet, such as: the switching reason grouping is 13, which shows the switching reason and the row number is a detail group, and the grouping contains the detailed detail information. The classification coding of the detail groups, which may include 31, 312, etc., enters into a more detailed partitioning. In one example, when the forwarding cause is grouped to 0, it indicates that there is only one parameter in the grouping conditions such as the forwarding cause, the customer class, the incoming line object identifier, and the like, or that the parameter is ALL type. Taking the switching reason as an example, the first-dimension routing parameter switching reason is 20, at this time, the first-dimension routing parameter is compared with the classified coding set, if the two are the same, the current switching reason can be used as the first routing parameter, if the two are different, the next row is continuously judged, and if no matching exists finally, the group ALL is defaulted. In another example, when the transit reason group includes 1, it indicates that there are multiple transit reasons in the transit reason list, and the multiple transit reasons are divided by a symbol "/", for example, the transit reason list is "17/18/19/20/21/23/" the transit reason 20 transmitted by voice navigation, when the transit reason is determined, the number of times of occurrence of sub-strings in the source string is counted by an algorithm, and the number of times of occurrence of sub-strings in "17/18/19/20/21/23/" the source string "20" is 1, so that the transit reason condition is met, and then the transit reason 20 is the first routing parameter. And in the same way, when the switching reason group contains 2 or 3, the logic judgment of the account level detail group and the incoming line object identification number detail group is consistent with the switching reason detail group.

According to the embodiment of the disclosure, different codes are set according to the type of the first routing parameter, and when the type of the first routing parameter is more complex, more precise classification details are set, so that the comprehensiveness of classification is ensured, and comprehensive data support is provided for accurately matching corresponding seat accounts.

In a possible implementation manner, the first routing parameter is determined to be a preset general parameter when it is determined that the classification code does not exist in a preset classification code set.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet the relevant regulations of national laws and regulations. In the embodiment of the present disclosure, in consideration of the fact that the classified code may not exist in the preset classified code set, the classified code of this type may be classified into the preset general parameter, so as to ensure that each type of classified code has a corresponding code. In addition, the first routing parameter is expressed in a coding mode, and recognition and processing of a computer system are facilitated.

Fig. 4 is a flow chart illustrating a method of data access according to another exemplary embodiment. Referring to fig. 4, in step S103, a second routing parameter is determined according to the route data of the voice navigation and the preset account label category. The method comprises the following steps:

step S401, identifying the road associated data of the voice navigation and extracting account labels of different categories;

step S403, determining the account label as a second routing parameter when it is determined that the account label exists in the preset account label set.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. In an example of the present disclosure, the artificial neural network model may be used to identify the channel associated data of the voice navigation, and extract account tags of different categories, such as a visitors old person tag, a visitors tag, a customer star-level tag, an old person tag, a new energy vehicle owner tag or a green low-carbon tag, a special population tag, and the like. In another example, the account tag may also be determined according to past cache data, such as an association relationship between identification information of the account and the account tag. In the embodiment of the present disclosure, the account tag corresponding to the account may include one or more tags. And matching the one or more account labels with accounts in a preset account label set, and if the one or more account labels exist, taking the one or more account labels as second routing parameters of the accounts. If not, the account label may be listed in another label or a generic label.

In the embodiment of the present disclosure, in consideration of the fact that the account label may not exist in the preset account label set, the account label of this type may be classified into a preset general label or other labels, so as to ensure that each type of account label can have a corresponding skill group.

Fig. 5 is a flow chart illustrating a method of data access in accordance with another example embodiment. Referring to fig. 5, in step S203, according to the query sequence, a seat account matched with the first routing parameter is queried from the skill group, and incoming line data of the account is accessed to the seat account. The method comprises the following steps:

and S501, inquiring an agent account matched with the first routing parameter from the current skill group.

Step S503, when the agent account matched with the first routing parameter is not queried in the current skill group, querying the agent account from the next skill group of the current skill group according to the query sequence.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. In the disclosed embodiment, the query order of skill groups matching the second routing parameter is determined. In one example, the account label determined by the second routing parameter may include account label C, account label Z, account label G. The preset account label priorities are account label C, account label G and account label Z, and the query sequence of skill groups may include account label C skill group, account label G skill group and account label Z skill group.

In the embodiment of the present disclosure, the query sequence is, for example: account label C skill grouping, account label G skill grouping, and account label Z skill grouping. And inquiring the seat account number matched with the first routing parameter from the current skill group. In one example, the current skill grouping is an account label C skill grouping, and from this grouping, agent accounts are queried that conform to first routing parameters including, but not limited to, transit type, leased line type, customer selected language type, and the like. In this example, the first routing parameter may include: the forwarding type is I type, the special line type is common hotline, the language type selected by the customer is Chinese, for example, in the account label C skill grouping, the customer inquires the seat account number meeting the conditions that the forwarding type is I type, the special line type is common hotline, the language type is Chinese and the like, and the customer accesses the incoming line data of the account number to the inquired seat account number. And under the condition that the agent account number matched with the first routing parameter is not inquired in the current skill group, according to the inquiry sequence, the next skill group of the account label C skill group is an account label G skill group, inquiring the agent account number matched with the first routing parameter in the account label G skill group, if the agent account number is not inquired, inquiring the agent account number matched with the first routing parameter in the account label G skill group, and repeating the steps until all the skill groups in the inquiry sequence are inquired.

According to the method and the device, the query sequence of the skill groups is determined according to the priority sequence of the account labels, important identifiers of priority incoming lines, exclusive service teams, platform linkage and equal differentiation services are provided for different types of customers, and corresponding skill seats of the required services are accurately and quickly provided for the customers by identifying the customer labels to match with the corresponding skill groups.

Fig. 6 is a flow chart illustrating a method of data access according to another exemplary embodiment. Referring to fig. 6, in step S203, according to the query sequence, the seat account matched with the first routing parameter is queried from the skill group, and incoming line data of the account is accessed to the seat account. The method comprises the following steps:

step S601, obtaining the wiring time of the account.

Step S603, according to the query sequence, querying the seat account matched with the first routing parameter and the connection time from the skill group.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet the relevant regulations of national laws and regulations. In the embodiment of the present disclosure, different connection times may correspond to different agent accounts, for example, an english service type corresponds to a skill number a in a time period of 7. In one example, the time period module converts 7. To facilitate computer querying and processing. It should be noted that, in the embodiment of the present disclosure, various parameters in the second routing parameter may be comprehensively applied to more accurately match the seat account, for example, when the switching reason determination type is 1, two skill numbers exist in the skill groups of different customer labels, the skill numbers are separated by a symbol, the determination time period is set to 1, if the judgment time period is met, the first skill number is taken, otherwise, the second skill number is taken. When the switching reason judgment type is 3, three skill numbers are arranged under the skill groups of different client labels, and the skill numbers are separated by a symbol. And firstly judging whether the time period setting 1 is met or not, if the time period setting 1 is met, taking the first skill number, if the time period setting 2 is not met, continuously judging the time period setting 2, if the time period setting is met, taking the second skill number, and if the time period setting is not met, taking the third skill number.

According to the embodiment of the invention, multiple factors in the second routing parameter are comprehensively considered, and the accuracy of seat matching is improved.

Fig. 6 and 7 are flowcharts illustrating a data access method according to another exemplary embodiment. Referring to fig. 6 and 7, a method of data access includes:

Step S303, determining the classified code as a first routing parameter when the classified code is determined to exist in a preset classified code set.

According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations. In this embodiment of the present disclosure, the preset classified coding set may be divided according to the type of the first routing parameter, where the first routing parameter includes: the switching type, the special line type, the language type selected by the customer, the switching reason grouping, the switching reason, the account grade and the incoming line object identification number are taken as examples, and the switching type can be divided into a storage type (the account A stores the resources to the mechanism B, and can obtain more resources along with the increase of time) and a pre-payment type (the account A obtains a certain resource from the mechanism B, and after a preset time period, the resources are returned to the mechanism B, otherwise, more resources are returned to the mechanism B). The memory type is denoted as code 1 and the pre-branching type is denoted as code 2. The private line type can be divided into general types, and the code is expressed as ALL; a common hotline, encoded as PT; a first type of hotline, coded denoted SW; a second type of hotline, encoded as BJ; a third type hot-line, encoded as FQ; employee hotlining, encoded as YG; guest hotlines, coded as KX, etc. The customer selects a language type, which may include Mandarin, with a code representation of 1; english, code 2, cantonese, code 3; in Minnan, the code is 4, etc.

In the embodiment of the disclosure, the types of the switching reason grouping, the account grade and the incoming line object identification number are more, and the grouping detail can be set. In one example, a value of 0 indicates no group parameter, a value of 1 indicates that the reason for the transfer is a group, a value of 2 indicates that the customer class is a group, and a value of 3 indicates that the line number is a group. Multiple detail groups may be included in the transit cause packet, such as: the switching reason grouping is 13, which shows the switching reason and the row number is a detail group, and the grouping contains the detailed detail information. The classification coding of the detail groups, which may include 31, 312, etc., enters into a more detailed partitioning.

And S401, identifying the channel associated data of the voice navigation and extracting account labels of different categories.

In an example of the embodiment of the present disclosure, the channel data of voice navigation may be recognized through an artificial neural network model, and account tags of different categories, such as a guest-old tag, a guest-star tag, an old tag, a new energy vehicle owner tag or a green low-carbon tag, a special crowd tag, and the like, may be extracted. In another example, the account tag may also be determined according to past cache data, such as an association relationship between the identification information of the account and the account tag. In the embodiment of the present disclosure, the account tag corresponding to the account may include one or more tags. And matching the one or more account labels with the accounts in the preset account label set, and if the one or more account labels exist, using the one or more account labels as second routing parameters of the accounts. If not, the account label may be listed in another label or a generic label.

In the embodiment of the present disclosure, in consideration of the situation that the account label may not exist in the preset account label set, the account label of this type may be classified into a preset general label or other labels, so as to ensure that each type of account label can have a corresponding skill group.

Step S201, determining a skill grouping query sequence matched with the second routing parameter according to a preset account label priority.

In the embodiment of the present disclosure, the skill groups and the account labels have a one-to-one association relationship, for example, the account labels and the priority order may include: the system comprises a VIP old person label, a VIP label, a client star grade label, an old person label, a new energy vehicle owner label or a green low-carbon label, a special population label and the like. Accordingly, the skill grouping may include a visitant old person tag skill grouping, a visitant tag skill grouping, a customer star level tag skill grouping, an old person tag skill grouping, a new energy vehicle owner tag skill grouping or a green low carbon tag skill grouping, a special population tag skill grouping, and the like.

Step S501, inquiring an agent account matched with the first routing parameter from the current skill group.

In the disclosed embodiment, the query order of skill groups matching the second routing parameter is determined. In the embodiment of the present disclosure, the query sequence is, for example: account label C skill grouping, account label G skill grouping, and account label Z skill grouping. And inquiring the seat account number matched with the first routing parameter from the current skill group. In one example, the current skill group is an account label C skill group, from which an agent account number meeting the first routing parameters is queried. And under the condition that the agent account number matched with the first routing parameter is not inquired in the current skill group, according to the inquiry sequence, the next skill group of the account label C skill group is an account label G skill group, inquiring the agent account number matched with the first routing parameter in the account label G skill group, if the agent account number is not inquired, inquiring the agent account number matched with the first routing parameter in the account label G skill group, and repeating the steps until all the skill groups in the inquiry sequence are inquired.

It should be understood that, although the steps in the flowchart are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not limited to being performed in the exact order illustrated and, unless explicitly stated herein, may be performed in other orders. Moreover, at least some of the steps in the figures may include multiple steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of execution of the steps or stages is not necessarily sequential, but may be performed alternately or in alternation with other steps or at least some of the other steps or stages.

It is understood that the same/similar parts between the embodiments of the method described above in this specification can be referred to each other, and each embodiment focuses on the differences from the other embodiments, and it is sufficient that the relevant points are referred to the descriptions of the other method embodiments.

Fig. 8 is a block diagram illustrating a data access device according to an example embodiment. Referring to fig. 8, the apparatus 800 includes:

an access module 801, configured to receive a grouping request of an account and route associated data of voice navigation, and determine a first routing parameter according to the route associated data of voice navigation;

a determining module 803, configured to determine a second routing parameter according to the route data of the voice navigation and a preset account label category;

an access module 805, configured to query, from the skill group matched with the second routing parameter, an agent account matched with the first routing parameter, and access incoming line data of the account to the agent account.

In one possible implementation manner, the access module includes:

In a possible implementation manner, the access module further includes:

and the third determining submodule is used for determining the account label as a second routing parameter under the condition that the account label is determined to exist in the preset account label set.

In one possible implementation, the query submodule includes:

and a second query unit, configured to query, according to the query sequence, an agent account from a next skill group of the current skill group if an agent account matched with the first routing parameter is not queried in the current skill group.

In one possible implementation, the query submodule includes:

the acquisition unit is used for acquiring the wiring time of the account;

With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.

Fig. 9 is a block diagram illustrating an electronic device 900 for a data access method in accordance with an example embodiment. For example, electronic device 900 may be a server. Referring to fig. 9, electronic device 900 includes a processing component 920 that further includes one or more processors and memory resources, represented by memory 922, for storing instructions, such as applications, that are executable by processing component 920. The application programs stored in memory 922 may include one or more modules that each correspond to a set of instructions. Further, the processing component 920 is configured to execute instructions to perform the methods described above.

The electronic device 900 may further include: the power component 924 is configured to perform power management of the electronic device 900, the wired or wireless network interface 926 is configured to connect the electronic device 900 to a network, and the input-output (I/O) interface 928. The electronic device 900 may operate based on an operating system stored in memory 922, such as Windows Server, mac OS X, unix, linux, freeBSD, or the like.

In an exemplary embodiment, a computer-readable storage medium comprising instructions, such as memory 922 comprising instructions, executable by a processor of electronic device 900 to perform the above-described method is also provided. The storage medium may be a computer-readable storage medium, which may be, for example, a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.

In an exemplary embodiment, a computer program product is also provided that includes instructions executable by a processor of the electronic device 900 to perform the above-described method.

It should be noted that the descriptions of the above-mentioned apparatus, the electronic device, the computer-readable storage medium, the computer program product, and the like according to the method embodiments may also include other embodiments, and specific implementations may refer to the descriptions of the related method embodiments, which are not described in detail herein.

Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This disclosure is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.

It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims

1. A data access method, comprising:

2. The method of claim 1, wherein querying agent accounts matching the first routing parameter from skill groups matching the second routing parameter comprises:

3. The method of claim 1, wherein the first routing parameter is represented in an encoded manner, wherein receiving the grouping request for the account and the voice navigation routing data and determining the first routing parameter according to the voice navigation routing data comprises:

and under the condition that the classified code is determined to exist in a preset classified code set, determining the classified code as a first routing parameter.

4. The method of claim 3, further comprising:

5. The method of claim 1, wherein the second routing parameter comprises a plurality of account tags for the account, and wherein determining the second routing parameter based on the voice navigation routing data and a predetermined account tag category comprises:

identifying the channel associated data of the voice navigation, and extracting account labels of different categories;

6. The method according to claim 2, wherein querying agent account accounts from the skill group that match the first routing parameter in the query order comprises:

7. The method of claim 2, wherein querying agent accounts from the skill groups that match the first routing parameter in the query order comprises:

acquiring the wiring time of an account;

8. The method according to any of claims 1 to 7, wherein the first routing parameter comprises at least one of:

9. A data access apparatus, comprising:

the receiving module is used for receiving a grouping request of an account and channel associated data of voice navigation and determining a first routing parameter according to the channel associated data of the voice navigation;

10. The apparatus of claim 9, wherein the access module comprises:

11. The apparatus of claim 9, wherein the first routing parameter is represented in an encoded manner, and wherein the access module comprises:

12. The apparatus of claim 11, wherein the access module further comprises:

13. The apparatus of claim 9, wherein the second routing parameter comprises a plurality of account labels for the account, and wherein the means for determining comprises:

14. The apparatus of claim 10, wherein the query submodule comprises:

15. The apparatus of claim 10, wherein the query submodule comprises:

the obtaining unit is used for obtaining the wiring time of the account;

16. The apparatus according to any of claims 9 to 15, wherein the first routing parameter comprises at least one of:

17. A server, comprising:

a processor;

a memory for storing the processor-executable instructions;

wherein the processor is configured to execute the instructions to implement the data access method of any one of claims 1 to 8.

18. A computer-readable storage medium, wherein instructions in the computer-readable storage medium, when executed by a processor of a server, enable the server to perform the data access method of any one of claims 1 to 8.

19. A computer program product comprising instructions which, when executed by a processor of a server, enable the server to perform the data access method of any one of claims 1 to 8.