CN115936798A - Real-time session cooperation system and method for third-party operation platform - Google Patents
Real-time session cooperation system and method for third-party operation platform Download PDFInfo
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Abstract
The invention relates to a real-time session cooperation system for a third-party operation platform, which comprises: the super instant message module is provided with a chat session window for daily communication between a third party operation service provider and a served party, wherein the session window is provided with an entrance of a service function required to be called by operation management, the service function can be called based on the session window, and the service function executes operation management operation on the served party in a local life application. According to the real-time conversation cooperation system, the problems in the aspect of cooperation are put into the cooperation platform, the third-party operation platform, the served party and the local living application can be cooperated, the third-party operation platform pushes the service scheme through the real-time conversation cooperation system and completes approval in the conversation window of the system, and the real-time conversation cooperation system can automatically execute the operation service corresponding to the flow, acts on the local living application and improves the working efficiency.
Description
Technical Field
The invention relates to the technical field of local life application, in particular to a collaboration platform system and a collaboration platform method for establishing real-time conversation between a shop decider and a third-party operation platform for performing operation management on shops.
Background
In the local store operation process, a store decision maker enables a third-party company to perform on-line store generation operation, such as outsourcing store generation operation, commenting store generation operation and the like. Thus, communication and cooperation problems between the third-party company and the shop can be caused.
At present, communication and cooperation are mainly carried out through WeChat, but WeChat communication is complicated, and after many operation types need to be confirmed by customers, operators carry out secondary operation, so that the operation cost is increased. Meanwhile, many problems and results of the shop cannot be notified to the customer in time, the customer needs to be notified by operating on WeChat, automation cannot be achieved, and a large amount of operation cost is increased.
Therefore, a collaboration platform of a shop and an operation company needs to be constructed, and many collaboration problems are all solved in the collaboration platform.
Disclosure of Invention
The technical problem to be solved by the invention is how to construct a cooperation platform between a shop and a third-party operation company, and the problem in cooperation is put into the cooperation platform to improve the efficiency.
To solve the above technical problem, according to an aspect of the present invention, there is provided a real-time session collaboration system for a third party operation platform, including: the super instant message module is provided with a chat session window for daily communication between a third party operation service provider and a served party, wherein the session window is provided with an entrance of a service function required to be called by operation management, the service function can be called based on the session window, and the service function executes operation management operation on the served party in a local life application.
According to an embodiment of the invention, the service functions may include data query, collaborative task approval confirmation, function operation and product purchase in a conversation window. The specific service functions are not limited thereto and the system may add other operations as desired.
According to an embodiment of the present invention, the service function may further include: the intelligent customer service module is used for intelligently replying customer service questions of a served party, wherein the intelligent customer service module can adopt NLP (Natural Language Processing) and NLU (Natural Language Understanding) technologies to extract keywords, then corresponding questions and answers are matched from a knowledge base, and then the answers are output to a conversation window. The customer questions intelligently replied can comprise automatic holiday greeting, preferential activity automatic reminding and operation prompt of the functional module according to a user-defined rule.
According to the embodiment of the present invention, the service function may further include a process automation module, and the process automation module is configured to approve submission of an operation service plan process submitted by a third party during operation, and after being confirmed by the service provider, the process automation module executes a corresponding operation service plan. The operation service scheme comprises preferential activities, budget, literature schemes, pictures, setting recommendations and recommendation schemes.
According to the embodiment of the invention, the service function can also comprise an intelligent reminding module which is used for popping up reminding contents in the conversation window for the served party, wherein the reminding contents comprise question reminding and process operation reminding.
According to another aspect of the present invention, there is provided a method for providing an operation service by a third party based on a real-time session collaboration system, the system including a super instant message module, the instant message module having a session window for managing an entry for invoking a service function, the service function including an intelligent customer service, a process automation, and an automatic process operation, the intelligent customer service method including the steps of: s11, the served party initiates communication in a session window; s12, the intelligent customer service extracts keywords by adopting natural language processing and natural language understanding technology, and then answers of corresponding questions are matched from a knowledge base; s13, if the intelligent customer service matches the answer, outputting the answer to a conversation window; if the answer is not matched, reminding the corresponding third party of providing the operator of the operation service party; and S14, if the served party corresponding to the output answer is not satisfied, reminding the corresponding third party of providing the operator of the operation service party.
Further, the process automation method may include the steps of: s21, a third party provides an operation service party to initiate an operation management requirement process, wherein the operation management process comprises preferential activities, budgeting, documentations, pictures, dish setting recommendation and recommendation schemes; s22, a designer makes a scheme according to the operation management requirements, outputs the making scheme and is subject to approval and confirmation; s23, the third party provides the operator of the operation service party and the serviced party to examine and approve successively; s24, after the approval is passed, automatically executing a corresponding operation service scheme; if the approval is not passed, the process returns to step S22 for the reason.
Further, the automatically executing the corresponding operation service plan may include the following steps:
s31, importing an operation service scheme by calling an open application program interface of the local life application; and S32, if the local life Application does not open an API (Application Programming Interface), introducing the operation service scheme by adopting an RPA (asynchronous Process Automation) technical mode. The robot process automation gradually imports an operation service scheme by simulating the operation of a human.
Compared with the prior art, the technical scheme provided by the embodiment of the invention can at least realize the following beneficial effects:
a cooperation platform between a shop and a third-party operation company is built, problems in cooperation are put into the cooperation platform, the third-party operation platform, a served party and local life applications can cooperate, the third-party operation platform pushes a service scheme through a real-time conversation cooperation system, approval is completed in a conversation window of the system, the real-time conversation cooperation system can automatically execute operation services corresponding to the process, the operation services and the local life applications are used, and working efficiency is improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings of the embodiments will be briefly described below, and it is apparent that the drawings in the following description only relate to some embodiments of the present invention and are not limiting on the present invention.
Fig. 1 is a working block diagram of a real-time conversational collaboration system according to an embodiment of the invention.
FIG. 2 is an example of a conversation window interface in accordance with an embodiment of the present invention.
Fig. 3 is a flow diagram of intelligent customer service in accordance with an embodiment of the present invention.
Fig. 4 is a process automation flow diagram in accordance with an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the drawings of the embodiments of the present invention. It is to be understood that the embodiments described are only a few embodiments of the present invention, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the described embodiments of the invention without inventive step, are within the scope of protection of the invention.
Unless defined otherwise, technical or scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The use of "first," "second," and similar terms in the description and claims of the present application do not denote any order, quantity, or importance, but rather the terms are used to distinguish one element from another. Also, the use of the terms "a" or "an" and the like do not denote a limitation of quantity, but rather denote the presence of at least one.
Fig. 1 is a working block diagram of a real-time session collaboration system according to an embodiment of the present invention.
As shown in fig. 1, a real-time session collaboration system for a third party operation platform includes: the super instant message module is provided with a chat session window and is used for daily communication between a third party operation service provider and a served party, wherein the session window is provided with an entrance of a service function which needs to be called by operation management, the service function can be called based on the session window, and the service function executes operation management operation on the served party in a local life application.
A cooperation platform between a shop and a third-party operation company is built, problems in cooperation are put into the cooperation platform to be carried out, the third-party operation platform, a served party and local life applications can be cooperated, the third-party operation platform pushes a service scheme through a real-time conversation cooperation system, approval is completed in a conversation window of the system, the real-time conversation cooperation system can automatically execute operation services corresponding to the process, the operation services and the local life applications are used, and working efficiency is improved.
FIG. 2 is an example of a conversation window interface in accordance with an embodiment of the present invention.
As shown in FIG. 2, the service functions include data query, collaborative task approval confirmation, function operation and product purchase in the session window. The specific service functions are not so limited and the system may add other operations as desired. In practical use, the problem that traditional IM (Instant Messaging) such as enterprise and enterprise users, nails and the like cannot perform function interaction in a chat frame can be solved.
According to one or some embodiments of the invention, the service function further comprises: and the intelligent customer service module is used for intelligently replying customer service questions of the served party, wherein the intelligent customer service module can adopt NLP (non line display) and NLU (non line Unit) technologies to extract keywords, then matches corresponding questions and answers from the knowledge base, and then outputs the answers to the conversation window. The customer questions intelligently replied can comprise automatic holiday greeting, preferential activity automatic reminding and operation prompt of the functional module according to a user-defined rule. When the intelligent answer system is used, some daily frequently-used problems can be automatically answered, data can be inquired if the service party inputs 'business situation today' or other problems such as 'renewal' and the like, and intelligent answer is obtained in the conversation window.
According to one or some embodiments of the present invention, the service function further includes a process automation module, and the process automation module is configured to approve submission of an operation service plan process submitted by a third party during operation, and after the approval is confirmed by a service provider, the process automation module executes a corresponding operation service plan. The operation service scheme comprises preferential activities, budget, literature schemes, pictures, setting recommendations and recommendation schemes. When the system is used, if the dish is set for take-out, an operator issues dish setting approval operation, and after the merchant confirms the operation, the system automatically uploads the dish to the take-out platform through an open interface provided by take-out.
According to one or some embodiments of the invention, the service function further comprises an intelligent reminding module, which is used for popping up reminding content in the conversation window for the served party, wherein the reminding content comprises a question reminding and a flow operation reminding. When the system is used, the problem reminding is performed, such as poor comment reminding, and the client is intelligently reminded of problems encountered in store operation at present.
Fig. 3 is a flow diagram of intelligent customer service in accordance with an embodiment of the present invention.
As shown in fig. 3, the method for providing operation service by a third party based on a real-time session collaboration system includes a super instant message module, the instant message module has a session window for managing an entry that can call a service function, the service function includes intelligent customer service, process automation, and automatic process operation, and the intelligent customer service method includes the following steps: s11, the served party initiates communication in a session window; s12, the intelligent customer service extracts keywords by adopting natural language processing and natural language understanding technology, and then answers of corresponding questions are matched from a knowledge base; s13, if the intelligent customer service matches the answer, outputting the answer to the conversation window; if the answer is not matched, reminding the corresponding third party of providing the operator of the operation service party; and S14, if the served party corresponding to the output answer is not satisfied, reminding the corresponding third party of providing the operator of the operation service party.
In the operation process, a lot of communication between shop KPs (Key Person, decision maker, and the other party served by a third-party operation platform) and the operation is omitted, and in order to reduce the operation labor cost, the cooperation platform can use an intelligent customer service robot to replace most of operation manual communication.
The intelligent customer service needs to use a knowledge base, and the knowledge base stores some basic questions and answers of the local life field and the corresponding merchants. Such as business conditions, last week data, what to do with the recent traffic drop, etc. Basic questions and answers of the merchant are collected and entered by the operator.
The intelligent customer service mainly adopts NLP and NLU technologies, extracts keywords and then matches corresponding questions and answers from a knowledge base.
If the intelligent customer service can not answer, the intelligent customer service can be switched to manual work, and the intelligent customer service can answer through manual intervention.
The content returned by the intelligent customer service can be in a custom format. If the business situation of this day is, data tables with various dimensions such as income, passenger flow and the like can be returned; the flow rate line graph or the like is returned as "how the flow rate of the previous week is.
Fig. 4 is a process automation flow diagram in accordance with an embodiment of the present invention.
As shown in fig. 4, the above process automation method may include the steps of: s21, a third party provides an operation service party to initiate an operation management demand flow, wherein the operation management flow comprises preferential activities, budget, files, pictures, dish setting recommendations and recommendation schemes; s22, a designer makes a scheme according to the operation management requirement, outputs the making scheme and is subject to approval and confirmation; s23, the third party provides the operator of the operation service party and the serviced party to examine and approve successively; s24, after the approval is passed, automatically executing a corresponding operation service scheme; if the approval is not passed, the process returns to step S22 for the reason.
Further, the automatically executing the corresponding operation service plan may include the following steps:
s31, importing an operation service scheme by calling an open application program interface of the local life application; and S32, if the local life application does not open the application program interface, importing the operation service scheme by adopting a robot process automation mode. The robot process automation gradually imports an operation service scheme through the operation of a simulator.
When the system is used, an operator initiates or the system automatically initiates approval confirmation of processes such as preferential activities, budgets, documentaries, pictures, recommendation schemes and the like, and the processes can be automatically transferred to downstream or directly operated after the approval confirmation, so that the intermediate communication cost is reduced. If the takeaway dishes are set, the operator issues dish setting approval operation, and after the merchant confirms the operation, the system automatically uploads the dishes to the takeaway platform through an open interface provided by the takeaway.
When the process is approved, the processes in the local life field are different mainly according to different operation platforms, and the processes can be various. For example, the public commenting platform has an advertisement budget approval flow, a merchant picture making flow, a commenting second-floor video making flow, a group purchase file making flow, a merchant newsfeed making flow and the like; for example, the take-out platform has an advertisement budget approval flow, a dish picture making flow, a preferential activity scheme flow and the like; for example, there are a short video production process, a recruitment process, etc. for a tremble platform.
The operation is carried out on a cooperation platform to initiate an approval process, such as budget approval of comment advertisements, approval of takeout dish pictures and the like, and after the approval process is initiated, the process is pushed to the next node or KP.
KP will see the corresponding flow information in the communication interface, and examine and approve directly in the communication interface.
And when the automatic process is operated, the operation information is uploaded to a third-party platform through an open interface of the third-party platform or an RPA (resilient packet access) technology, so that closed loop is realized. According to different processes, distinguishing a third-party platform needing to be operated, and calling a platform interface or using an RPA.
If the take-out dish picture making process is adopted, the API for American group take-out and how much take-out is required to be called, and the dish picture is uploaded to two platforms to complete the dish updating of the merchant.
If the part without the API interface, such as the uploading of the commented pictures, needs to use the RPA technology. The RPA technology simulates the operation flow of a human and realizes the flow by a machine. For example, an RPA software is pre-installed in a computer when a picture is uploaded, the software can be positioned at the uploading button position corresponding to a browser, click is simulated, the picture is selected in a pop-up file selection box, click determination is carried out, and uploading is finished.
The above description is intended to be illustrative of the present invention and is not intended to limit the scope of the invention, which is defined by the appended claims.
Claims (10)
1. A real-time session collaboration system for a third party operations platform, comprising:
the super instant message module is provided with a chat session window for daily communication between the third party operation service provider and the served party,
the session window is provided with an entrance for operating and managing a service function required to be called, the service function can be called based on the session window, and the service function executes operation management operation on a served party in a local life application.
2. The real-time conversational collaboration system of claim 1, the service functions comprising data queries, collaborative task approval validation, functional operations, and product purchases in the conversational window.
3. The real-time conversational collaboration system of claim 2, the service functions further comprising: the intelligent customer service module is used for intelligently replying the customer service problem of the served party,
the intelligent customer service module extracts keywords by adopting natural language processing and natural language understanding technology, then matches corresponding questions and answers from a knowledge base, and outputs the answers to the conversation window.
4. The real-time conversational collaboration system of claim 3, the intelligently replied customer questions comprising custom rules for holiday auto-greetings, preferential activity auto-reminders, and operational prompts for functional modules.
5. The real-time session collaboration system of claim 2, the service functions further comprising a process automation module, the process automation module being configured to approve submission of an operation service plan procedure submitted by a third party operation, and after being confirmed by a service provider, the process automation module executes the corresponding operation service plan.
6. The real-time session collaboration system of claim 5, the operational service scenarios comprising offers, budgets, paperwork, pictures, settings recommendations, recommendation scenarios.
7. The real-time conversational collaboration system of claim 2, the service function further comprising an intelligent reminder module to pop-up reminder content in the conversational window for the served party, the reminder content including a question reminder and a flow operation reminder.
8. A method for providing operation service by a third party based on a real-time conversation cooperation system, the system comprises a super instant message module, the instant message module is provided with a conversation window for operating and managing an entrance of a service function which can be called, the service function comprises intelligent customer service, process automation and automatic process operation, and the intelligent customer service method comprises the following steps:
s11, the served party initiates communication in the session window;
s12, the intelligent customer service extracts keywords by adopting natural language processing and natural language understanding technology, and then answers of corresponding questions are matched from a knowledge base;
s13, if the intelligent customer service matches the answer, outputting the answer to the conversation window; if the answer is not matched, reminding the corresponding third party of providing the operator of the operation service party;
and S14, if the served party corresponding to the output answer is not satisfied, reminding the corresponding third party of providing the operator of the operation service party.
9. The method of claim 8, wherein the process automation method comprises the steps of:
s21, the third party provides an operation service party to initiate an operation management requirement process, wherein the operation management process comprises preferential activities, budgeting, documentaries, pictures, dish setting recommendation and recommendation schemes;
s22, a designer makes a scheme according to the operation management requirement, outputs the making scheme and is subject to approval and confirmation;
s23, the third party provides the operator of the operation service party and the serviced party to examine and approve successively;
s24, after the approval is passed, automatically executing the corresponding operation service scheme; if the approval fails, the process returns to step S22 for the reason.
10. The method of claim 9, wherein the automatically executing the corresponding operational service plan comprises the steps of:
s31, importing the operation service scheme by calling an open application program interface of the local life application;
s32, if the local life application does not open the application program interface, adopting a robot process automation mode to import the operation service scheme,
and the robot process automation gradually imports the operation service scheme through simulating the operation of a human.
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| CN2021116594029 | 2021-12-30 | ||
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| CN111222852A (en) * | 2020-01-08 | 2020-06-02 | 深圳市康拓普信息技术有限公司 | Socialized process approval method and system |
| CN111680140A (en) * | 2020-05-24 | 2020-09-18 | 杭州云徙科技有限公司 | Intelligent customer service system |
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- 2022-09-21 CN CN202211149269.7A patent/CN115936798A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105939246A (en) * | 2016-04-15 | 2016-09-14 | 北京思特奇信息技术股份有限公司 | Intelligent customer service method and system based on IM |
| CN109428812A (en) * | 2017-09-01 | 2019-03-05 | 统专利有限责任两合公司 | Execute the computer implemented method of live collaboration session, the cooperation platform for executing live collaboration session and cooperation chat issue object |
| CN111222852A (en) * | 2020-01-08 | 2020-06-02 | 深圳市康拓普信息技术有限公司 | Socialized process approval method and system |
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Application publication date: 20230407 |