CN115687755A - Customer service platform user portrait generation method, device, equipment and storage medium - Google Patents
Customer service platform user portrait generation method, device, equipment and storage medium Download PDFInfo
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- CN115687755A CN115687755A CN202211296091.9A CN202211296091A CN115687755A CN 115687755 A CN115687755 A CN 115687755A CN 202211296091 A CN202211296091 A CN 202211296091A CN 115687755 A CN115687755 A CN 115687755A
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Abstract
The application discloses a customer service platform user portrait generation method, a customer service platform user portrait generation device, customer service platform user portrait generation equipment and a storage medium, wherein the method comprises the following steps: acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems; respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule; carrying out hierarchical processing on the user tags, the vehicle tags and the enterprise tags in a preset area division mode, and simultaneously carrying out classification processing on the user tags, the vehicle tags and the enterprise tags respectively according to tag attributes to obtain a user tag set; and constructing an incidence relation among different labels in the user label set to generate the user portrait. The method and the device can solve the technical problems that influence factors considered in the prior art are too single, and generated user portrait lacks accuracy and reliability.
Description
Technical Field
The application relates to the technical field of intelligent customer service, in particular to a customer service platform user portrait generation method, device, equipment and storage medium.
Background
At present, the number of Electronic Toll Collection (ETC) users on national expressways breaks through 2.25 billion, and the expressways serve as inlets of the large flow and continuously generate a large amount of data every day. However, at present, a great amount of owner user data is mainly used for clearing settlement, fee evasion inspection and the like, data barriers exist among systems, and the systems still stay on a road level, and the users are not centered. Meanwhile, no informatization means and data utilization are adopted, and the value of mass data is yet to be developed. Meanwhile, the increasing amount of huge users increases the customer service pressure mainly based on manual treatment, and the customer service efficiency needs to be improved.
And the user who serves on the customer service platform is the center, and the technical means of establishing the correlation between the massive relevant data and the user is yet to be researched and developed, the existing user portrait is single in pertinence, and the considered influence factor is one-sided, so that the formed user portrait is difficult to provide more accurate and reliable customer service support, and the utility is poor simply.
Disclosure of Invention
The application provides a customer service platform user portrait generation method, a customer service platform user portrait generation device, customer service platform user portrait generation equipment and a storage medium, and aims to solve the technical problems that influence factors considered in the prior art are too single, and generated user portrait lacks accuracy and reliability.
In view of the above, a first aspect of the present application provides a method for generating a user profile of a customer service platform, including:
acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems;
respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule;
the user label, the vehicle label and the enterprise label are subjected to hierarchical processing in a preset area division mode, and meanwhile, the user label, the vehicle label and the enterprise label are respectively subjected to classification processing according to label attributes to obtain a user label set;
and constructing an incidence relation among different labels in the user label set to generate the user portrait.
Preferably, the defining a user tag, a vehicle tag, and an enterprise tag according to the user basic information, the vehicle information, and the enterprise information based on preset attribute rules further includes:
and customizing a manual user tag according to the feedback information of the customer service personnel, wherein the manual user tag comprises a user tag name, a user tag category and a user tag life cycle.
Preferably, the constructing an association relationship between different tags in the user tag set to generate a user representation further includes:
the user representation is shared to a plurality of different platforms based on the tag attributes and updated in real-time.
Preferably, the constructing an association relationship between different tags in the user tag set to generate a user representation further includes:
and performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
The second aspect of the present application provides a customer service platform user portrayal generation device, including:
the system comprises an information acquisition module, a service management module and a service management module, wherein the information acquisition module is used for acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems;
the label definition module is used for respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule;
the tag management module is used for performing hierarchical processing on the user tag, the vehicle tag and the enterprise tag in a preset area division mode, and classifying the user tag, the vehicle tag and the enterprise tag respectively according to tag attributes to obtain a user tag set;
and the portrait generation module is used for constructing the incidence relation among different labels in the user label set and generating the user portrait.
Preferably, the method further comprises the following steps:
and the user-defined tag module is used for self-defining a manual user tag according to the feedback information of the customer service staff, wherein the manual user tag comprises a user tag name, a user tag category and a user tag life cycle.
Preferably, the method further comprises the following steps:
and the label sharing module is used for sharing the user portrait to a plurality of different platforms based on the label attribute and updating in real time.
Preferably, the method further comprises the following steps:
and the crowd delineation module is used for performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
A third aspect of the present application provides a customer service platform user representation generating device, the device comprising a processor and a memory;
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute the customer service platform user representation generation method of the first aspect according to instructions in the program code.
A fourth aspect of the present application provides a computer-readable storage medium for storing program code for executing the customer service platform user representation generation method of the second aspect.
According to the technical scheme, the embodiment of the application has the following advantages:
the application provides a customer service platform user portrait generation method, which comprises the following steps: acquiring user basic information, vehicle information and enterprise information in a customer service system; respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule; carrying out hierarchical processing on the user tags, the vehicle tags and the enterprise tags in a preset area division mode, and simultaneously carrying out classification processing on the user tags, the vehicle tags and the enterprise tags respectively according to tag attributes to obtain a user tag set; and constructing an incidence relation among different labels in the user label set to generate the user portrait.
According to the customer service platform user portrait generation method, not only basic information of a user is obtained, but also vehicle information and enterprise information related to the user are obtained, data information description is carried out on a user who charges an ETC (electronic toll Collection) on a highway from multiple different dimensions, then multiple labels of different layers are defined for the user, management of the user related information is achieved through layering and classification management of the labels, and disorder of multiple influence factors is avoided; and the user center is used for establishing the incidence relation among different dimensional data to obtain a three-dimensional user portrait, so that more accurate and reliable information support can be provided for customer service personnel. Therefore, the method and the device can solve the technical problems that influence factors considered in the prior art are too single, and the generated user portrait is lack of accuracy and reliability.
Drawings
FIG. 1 is a schematic flow chart illustrating a method for generating a user profile of a customer service platform according to an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of a user profile generation device of a customer service platform according to an embodiment of the present disclosure.
Detailed Description
In order to make those skilled in the art better understand the technical solutions of the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
For easy understanding, please refer to fig. 1, an embodiment of a method for generating a user profile of a customer service platform according to the present application includes:
The user basic information comprises basic information such as a user name, a user mobile phone number, a user certificate type, a user certificate number, a user consumption condition, a current relevant vehicle and a user trip condition. The vehicle information includes information such as license plate number, license plate color, user number, toll vehicle type, front/rear loading identification, vehicle identification code, engine number, vehicle type, running license brand number, approved number, total quality, service quality, approved loading quality, vehicle size, quasi-traction total quality, axle number, owner name, owner certificate type, owner certificate number, signing number, adding channel number, withholding protocol support service scene (channel signing (bank, weChat Paibao, etc.) and protocol signed by user), road transportation license number, operation license number, current ETC card number, current OBU number, used ETC card number, used OBU number, and associated user. The enterprise information comprises information such as unit user numbers, enterprise names, enterprise certificate types, corresponding certificate numbers and the like. Other relevant information, such as a necessary ETC card table including information such as a user card number, a card opening time, an expiration time, etc., may also be obtained as needed, and the details are not limited.
The above information is derived from a variety of different highway customer service related data systems including, but not limited to, split data, portal data, toll gate access data, customer service data, user data, and the like. Since the data are originated from different systems, the data acquisition and processing technology must be adjusted according to the difference of the data systems, and details are not described herein.
And 102, respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on preset attribute rules.
The preset attribute rules include a user-related attribute attribution rule, a vehicle attribute correspondence rule and an enterprise information association rule, which are formulated according to the obtained data hierarchy, and if information data of other dimensions are also obtained, other related attribute rules are formulated according to different obtained data, generally attribute definition range and coverage content limitation of the dimension. Based on preset attribute rules, corresponding user tags, vehicle tags, and enterprise tags may be defined. Corresponding data verification rules can be configured for the acquired information and the defined tags for data verification, and then subsequent information processing and archiving and warehousing operations are carried out; the specific check rule may be integrity check, exception check, or the like, and is not limited herein.
It is understood that whether the user tag, the vehicle tag or the enterprise tag includes information of a tag name, a tag category and a tag life cycle, which may be referred to as a tag attribute, according to which tag management operations can be more reasonably performed on the tag.
Further, step 102, further includes:
and self-defining a manual user tag according to the feedback information of the customer service personnel, wherein the manual user tag comprises a user tag name, a user tag category and a user tag life cycle.
The user tags can be defined in the above mode, and can be customized according to the service condition of the customer service staff each time to obtain manual user tags, and the customized manual user tags have the same form as the user tags, so that the user tags comprise necessary tag attributes such as user tag names, user tag categories and user tag life cycles.
It is understood that the feedback information of the customer service personnel can be the description of the user's whistling, brute-force, attitude affinity, emotional excitement, etc., the label definition at the rational level is performed from the description at the perceptual level, or the perceptual service result is expressed directly through the data level.
And 103, carrying out hierarchical processing on the user tags, the vehicle tags and the enterprise tags in a preset area division mode, and simultaneously carrying out classification processing on the user tags, the vehicle tags and the enterprise tags respectively according to tag attributes to obtain a user tag set.
The hierarchical processing and the classification processing are both processes for managing the labels, and are used for enabling the labels to be more orderly and clear, and facilitating subsequent information association establishment and query. The preset area refers to a specific information attribute field, for example, the area of 0-17 years old is set as a minor field, the city in the south China is the south China area, and the like, and all the user related label information can be subjected to area attribution division according to the preset area definition, namely, the area layering processing process is carried out. The label attribute is a label name, a label category or a label life cycle, and the label can be subjected to attribute classification based on the factors; the user label set obtained after the hierarchical classification processing is more systematic, and can reflect all relevant information of the user more comprehensively.
It should be noted that the classification processing in this embodiment defines a multi-level classification level, which mainly includes a label first-level classification, a label second-level classification, and a label third-level classification; wherein the tag primary classification is mainly vehicle related tags, such as user attribute/vehicle attribute/user behavior/vehicle behavior; the label secondary classification main user related labels, such as user attribute-basic information/user attribute-user behavior; the three-level classification of the labels is mainly vehicle ETC related labels, such as user attribute-basic information-ETC certificate age groups; the above are classification level examples.
And 104, constructing an incidence relation among different labels in the user label set to generate the user portrait.
The method comprises the steps of establishing an association relationship between label information of different dimensions in a user label set so as to generate a user portrait for customer service staff to check, and inquiring the vehicle information and enterprise related information related to the user based on simple information such as keywords due to the association established between the labels. Specifically, the user number, the account opening mobile phone number, the user name, the user certificate number and other information of the user can be inquired. Besides, the ETC certificate basic information is also included, such as the age of the certificate, the province of account opening of the certificate and the like. Moreover, specific associated enterprise tags can be found, wherein the specific associated enterprise tags comprise information such as specific enterprise names and enterprise addresses. The information can be pushed to customer service staff in a mode of associated information, and the service efficiency and the user satisfaction of the customer service staff are improved.
Further, step 104, thereafter, further includes:
user portraits are shared to multiple different platforms based on tag attributes and updated in real-time.
Sharing the user portrait to different platforms can improve the utilization rate of information, can perfect the user portrait through the information of different platforms again, realize the update of user portrait for the user portrait accords with actual conditions more, and is more accurate reliable.
Further, step 104, thereafter, further includes:
and performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
Generally, a specific group of people who are defined simultaneously satisfies a plurality of label attributes, that is, the group of people who simultaneously satisfies label attributes 1, 2 and 3 is defined as a user set; in this way, the user can be subjected to crowd screening, and the management and the use of the user portrait can be refined. Moreover, the user can be supported by carrying out the crowd oriented delineation, so that the customer service staff can find out the corresponding affected user groups according to the related content of the complaint matters, the preparation for response is made in advance, and the customer service quality is improved.
According to the customer service platform user portrait generation method provided by the embodiment of the application, not only basic information of a user is obtained, but also vehicle information and enterprise information related to the user are obtained, data information description is carried out on the user who charges an ETC (electronic toll Collection) on a highway from multiple different dimensions, then multiple labels of different layers are defined for the user, management on the user related information is achieved through layering and classification management on the labels, and disorder of multiple influence factors is avoided; and the user center is used for establishing the incidence relation among different dimensional data to obtain a three-dimensional user portrait, so that more accurate and reliable information support can be provided for customer service personnel. Therefore, the method and the device for generating the user portrait can solve the technical problems that influence factors considered in the prior art are too single, and the generated user portrait is lack of accuracy and reliability.
For ease of understanding, referring to fig. 2, the present application provides an embodiment of a customer service platform user representation generation apparatus, including:
the information acquisition module 201 is used for acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems;
the tag definition module 202 is configured to respectively define a user tag, a vehicle tag and an enterprise tag according to the user basic information, the vehicle information and the enterprise information based on preset attribute rules;
the tag management module 203 is used for performing hierarchical processing on the user tags, the vehicle tags and the enterprise tags in a preset area division mode, and simultaneously performing classification processing on the user tags, the vehicle tags and the enterprise tags respectively according to tag attributes to obtain a user tag set;
and the portrait generation module 204 is used for constructing the association relationship among different tags in the user tag set and generating the user portrait.
Further, the method also comprises the following steps:
and the custom tag module 205 is configured to customize a manual user tag according to the feedback information of the customer service staff, where the manual user tag includes a user tag name, a user tag category, and a user tag life cycle.
Further, still include:
and the tag sharing module 206 is used for sharing the user portrait to a plurality of different platforms based on tag attributes and updating in real time.
Further, still include:
and the crowd delineation module 207 is used for performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
In order to facilitate understanding, the application also provides customer service platform user portrait generation equipment, which comprises a processor and a memory;
the memory is used for storing the program codes and transmitting the program codes to the processor;
the processor is used for executing the customer service platform user portrait generation method in the above method embodiment according to the instructions in the program code.
The application also provides a computer readable storage medium for storing program codes, wherein the program codes are used for executing the customer service platform user portrait generation method in the method embodiment.
In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The 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 a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution 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 executing all or part of the steps of the method described in the embodiments of the present application through a computer device (which may be a personal computer, a server, or a network device). And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
The above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.
Claims (10)
1. A customer service platform user portrait generation method is characterized by comprising the following steps:
acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems;
respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule;
carrying out hierarchical processing on the user tag, the vehicle tag and the enterprise tag in a preset area division mode, and simultaneously carrying out classification processing on the user tag, the vehicle tag and the enterprise tag respectively according to tag attributes to obtain a user tag set;
and constructing an incidence relation among different labels in the user label set to generate the user portrait.
2. The customer service platform user representation generation method of claim 1, wherein the defining of the user tag, the vehicle tag, and the enterprise tag based on the preset attribute rules according to the user base information, the vehicle information, and the enterprise information, respectively, further comprises:
and self-defining a manual user tag according to the feedback information of the customer service personnel, wherein the manual user tag comprises a user tag name, a user tag category and a user tag life cycle.
3. The customer service platform user representation generation method of claim 1, wherein the building of the association between different tags in the user tag set to generate a user representation further comprises:
the user representation is shared to a plurality of different platforms based on the tag attributes and updated in real-time.
4. The customer service platform user representation generation method of claim 1, wherein the building of the association between different tags in the user tag set generates a user representation, and then further comprises:
and performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
5. A customer service platform user profile generation apparatus, comprising:
the system comprises an information acquisition module, a service management module and a service management module, wherein the information acquisition module is used for acquiring user basic information, vehicle information and enterprise information from a plurality of highway customer service related systems;
the label definition module is used for respectively defining a user label, a vehicle label and an enterprise label according to the user basic information, the vehicle information and the enterprise information based on a preset attribute rule;
the tag management module is used for performing hierarchical processing on the user tag, the vehicle tag and the enterprise tag in a preset area division mode, and classifying the user tag, the vehicle tag and the enterprise tag respectively according to tag attributes to obtain a user tag set;
and the portrait generation module is used for constructing the incidence relation among different labels in the user label set and generating the user portrait.
6. The customer service platform user representation generation apparatus of claim 5, further comprising:
and the user-defined tag module is used for self-defining a manual user tag according to the feedback information of the customer service personnel, and the manual user tag comprises a user tag name, a user tag category and a user tag life cycle.
7. The customer service platform user representation generation apparatus of claim 5, further comprising:
and the label sharing module is used for sharing the user portrait to a plurality of different platforms based on the label attribute and updating in real time.
8. The customer service platform user representation generation apparatus of claim 5, further comprising:
and the crowd delineation module is used for performing attribute crowd delineation according to different label attributes in the user portrait to obtain an attribute crowd portrait set.
9. A customer service platform user representation generation device, comprising a processor and a memory;
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute the customer service platform user representation generation method of any one of claims 1-4 in accordance with instructions in the program code.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium is configured to store program code for performing the customer service platform user representation generation method of any of claims 1-4.
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| CN202211296091.9A CN115687755A (en) | 2022-10-21 | 2022-10-21 | Customer service platform user portrait generation method, device, equipment and storage medium |
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| CN202211296091.9A CN115687755A (en) | 2022-10-21 | 2022-10-21 | Customer service platform user portrait generation method, device, equipment and storage medium |
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| CN115687755A true CN115687755A (en) | 2023-02-03 |
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