CN116249079A - User return visit method and system based on 5G message - Google Patents
User return visit method and system based on 5G message Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/07—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail characterised by the inclusion of specific contents
- H04L51/10—Multimedia information
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
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Abstract
The invention discloses a user return visit method based on 5G information, which comprises the steps S1-S6, and also provides a user return visit system based on 5G information, comprising a processor, a memory and a computer program which is stored on the memory and can run on the processor, wherein the processor is used for executing the user return visit method; according to the invention, through the richer message form and chatbot interactive capability of the 5G message, the data analysis is carried out by establishing a multi-dimensional large database, different return visit contents are pushed to users with different tag attributes, the users can reply the message in the rich media form in real time, and the corresponding APP or applet link can be clicked to realize the user return; in addition, the communication between the individual users and the communication between the enterprise and the individual users are not needed to add friends, and additional APP or other forms of application are not needed to be downloaded, so that the communication process is convenient and quick.
Description
Technical Field
The invention relates to the technical field of user return visit, in particular to a 5G message-based user return visit method and system.
Background
With the development of communication technology, 5G messages gradually replace traditional text messages, and provide a user with information display modes of rich media forms such as texts, pictures, audios, videos, positions and the like, so that user experience is greatly improved. The 5G industry message core is a chatbot, which upgrades the traditional short message function under the 5G background, and the capability and the value of the 5G message applied in various industries are better improved through richer message forms and the chatbot interaction capability. Through the internetworking of the short messages, the rich media information service is provided, so that the short messages are richer and more intelligent. And the information transmission can be realized between individual users and between enterprises and individual users without adding friends or downloading additional APP. Enterprises and individual users can be used as carriers of emerging services through interactive information chatbots, and can bring comprehensive content service and communication value to the users.
At present, the traditional user return visit method is generally realized by manually making a call to a user or sending short messages in groups, or by mutually adding friends through instant messaging tools such as WeChat and the like to carry out subsequent return visit.
However, the conventional user return visit method has the following disadvantages:
1. the call return visit by the manual client is time-consuming and labor-consuming, and the efficiency is generally low;
2. through group sending short message return visit, generally only text description exists, the content is single, and different rich media contents cannot be sent according to different user attribute labels;
3. the instant messaging tools such as WeChat and the like add friends to carry out the return visit, and although the communication content can be diversified, the return visit can be carried out only by adding friends to each other by the two communication parties, and in the actual return visit process, the passing rate of the manual customer service added user as the friends is relatively low, and the user needs to wait for passing the application, thereby wasting time and labor.
Therefore, we need to propose a 5G message-based user return visit method and system.
Disclosure of Invention
The invention aims to provide a user return visit method and system based on 5G information, wherein through the richer information form and chatbot interaction capability of the 5G information, a multi-dimensional large database is established to carry out data analysis, different return visit contents are pushed to users with different tag attributes, the users can reply the information in a rich media form in real time, and the user return flow can be realized by clicking a corresponding APP or applet link; in addition, the communication between the individual users and the communication between the enterprise and the individual users do not need to add friends, and additional APP or other application forms are not needed to be downloaded, so that the communication process is convenient and rapid, and the problems in the background technology are solved.
In order to achieve the above purpose, the present invention provides the following technical solutions: a user return visit method based on 5G information comprises the following steps:
s1, storing and classifying personal basic information submitted during user registration;
s2, constructing a multi-dimensional basic big database according to the classified user basic information, the labels marked by the historical return visit customer service and the user historical 5G message log;
s3, creating a user return visit task on an enterprise user management platform, and then, based on a multi-dimensional basic big database, matching an optimal 5G message template through data analysis;
s4, according to the 5G message templates interested by the user, filling related information, and calling a 5G message center interface of a telecom operator through an enterprise chatbot to send a message to the terminal user;
s5, the user checks the pushed 5G message on the terminal equipment, can select to reply or click on a corresponding link to check corresponding activity information, or can click on a link button of the enterprise APP or applet to jump back to the enterprise APP or applet to realize user reflux;
s6, the enterprise user management platform judges whether the manual customer service is required to be accessed according to the message sent by the user, if so, the session is distributed to corresponding customer service personnel, and if not, the enterprise user management platform automatically transfers to the enterprise intelligent customer service system to process and reply the message.
Preferably, in S1, the personal basic information includes a province in which the user is located, a good product, a professional label, a hospital and department of service, and a description of advantages of the user.
Preferably, in S2, the multidimensional basic large database is an information network formed by intersecting information of a plurality of databases, and the plurality of databases include a provincial database, a product database, a professional label database, a hospital database, a department database, a registered user database, a release return task database, and a user history 5G message log.
Preferably, in S3 and S4, the enterprise chatbot receives the message sent by the user and stores the message to be sent to the enterprise user management platform for processing; the 5G message template and the message types sent by the user through the enterprise chatbot comprise text messages, picture messages, audio and video messages, positions and other 5G rich media messages.
Preferably, when the message type is text message, processing the text message based on a text processing algorithm to obtain a text analysis result, matching the text analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template;
when the message type is a picture message, processing the picture based on a picture processing algorithm to obtain a picture analysis effect, matching the picture analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template.
Preferably, in S6, if the user reply message is a manual customer service access request, whether the user has created an effective session with the manual customer service is first determined, and if so, the user directly enters the session for communication; if not, entering a user queuing system, and waiting for the system to distribute corresponding customer service personnel; when the corresponding customer service personnel access, automatically creating a session to carry out communication processing and replying to the 5G message.
Preferably, the users include 5G end users and non-5G end users; if the user is a 5G terminal user, entering a chatbot by clicking the received 5G message; if the user is a non-5G terminal user, the user enters a chatbot through an H5 page by using a mobile phone browser through a corresponding link provided by the enterprise.
The invention also provides a user return visit system based on the 5G message, which comprises a processor, a memory and a computer program stored on the memory and capable of running on the processor, wherein the processor is used for executing the user return visit method;
the system also comprises a user basic data collection module, a 5G message template generation module, a chatbot message processing module, a big data storage module, a data analysis module, an intelligent customer service system module and a user queuing system module.
Preferably, the user basic data collection module is used for collecting basic information submitted during user registration; the 5G message template generation module is used for creating a 5G message template for user return visit; the chatbot message processing module is responsible for interfacing a 5G message center of a telecom operator with an enterprise customer service system.
Preferably, the big data storage module is used for constructing and storing collected user information data and storing historical 5G message log data of the user; the intelligent customer service system module is used for processing session communication between a user and an intelligent robot customer service assistant; the data analysis module is used for analyzing user information and a user return visit 5G message log, and the user queuing system module is used for processing a queuing process of establishing a session between a user and a manual customer service.
Compared with the prior art, the invention has the beneficial effects that:
according to the invention, through the richer message form of the 5G message and the chatbot interaction capability, the data analysis is carried out by establishing a multi-dimensional large database, different return visit contents are pushed to users with different tag attributes, the users can reply the message in the rich media form in real time, and the corresponding APP or applet link can be clicked to realize the user return; in addition, the communication between the individual users and the communication between the enterprise and the individual users are not needed to add friends, and additional APP or other forms of application are not needed to be downloaded, so that the communication process is convenient and quick.
Drawings
FIG. 1 is a schematic diagram of a process flow of the present invention;
FIG. 2 is a schematic diagram of a system module structure according to the present invention;
FIG. 3 is a schematic diagram of a 5G service providing apparatus according to the present invention;
fig. 4 is a schematic diagram of 5G message interaction according to the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present invention, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
Referring to fig. 1-4, the present invention provides a technical solution: a user return visit method based on 5G information comprises the following steps:
s1, storing and classifying personal basic information submitted during user registration;
s2, constructing a multi-dimensional basic big database according to the classified user basic information, the labels marked by the historical return visit customer service and the user historical 5G message log;
s3, creating a user return visit task on an enterprise user management platform, and then, based on a multi-dimensional basic big database, matching an optimal 5G message template through data analysis;
after the user return visit task is established and passes, the user return visit task is put into a return visit task processing queue (for example, rabbitMQ is used), and when the polling is distributed to the queue, the user return visit task is started to be executed.
S4, according to the 5G message templates interested by the user, filling related information, and calling a 5G message center interface of a telecom operator through an enterprise chatbot to send a message to the terminal user;
specifically, the enterprise chatbot application is called, the corresponding 5G message is sent to the 5G message center of the telecom operator, and the 5G message center of the telecom operator carries out corresponding processing and is distributed to the corresponding user terminal.
S5, the user checks the pushed 5G message on the terminal equipment, can select to reply or click on a corresponding link to check corresponding activity information, or can click on a link button of the enterprise APP or applet to jump back to the enterprise APP or applet to realize user reflux;
s6, the enterprise user management platform judges whether the manual customer service is required to be accessed according to the message sent by the user, if so, the session is distributed to corresponding customer service personnel, and if not, the enterprise user management platform automatically transfers to the enterprise intelligent customer service system to process and reply the message.
In S1, the personal basic information includes a province, a good product, a professional label, a hospital and department of service where the user is located, and a description of the user' S superiority.
In S2, the multidimensional basic large database (for example, a columnar storage database such as ClickHouse, hbase) is an information network formed by intersecting information of a plurality of databases, and the plurality of databases respectively include a provincial database, a product database, a professional label database, a hospital database, a department database, a registered user database, a release and return task database, and a user history 5G message log.
In addition, the construction method of the multi-dimensional basic big database comprises the following steps: classifying data of registered users according to the dimensions of province, good products, professional labels, service hospitals, good departments and the like, and establishing a plurality of small databases; and establishing a multi-dimensional basic big database according to the small database.
In S3 and S4, the enterprise chatbot receives the message sent by the user, stores the message in an enterprise user management platform for processing, and stores the message in a relational database (e.g. Mysql); the 5G message template and the message types sent by the user through the enterprise chatbot comprise text messages, picture messages, audio and video messages, positions and other 5G rich media messages.
When the message type is text message, processing the text message based on a text processing algorithm to obtain a text analysis result, matching the text analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template;
when the message type is a picture message, processing the picture based on a picture processing algorithm to obtain a picture analysis effect, matching the picture analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template.
In S6, if the user reply message is a manual customer service access request, judging whether the user has created an effective session with the manual customer service, and if so, directly entering the session for communication; if not, entering a user queuing system, and waiting for the system to distribute corresponding customer service personnel; when the corresponding customer service personnel access, automatically creating a session to carry out communication processing and replying to the 5G message.
In addition, the enterprise user system can also analyze and evaluate the communication willingness of the user according to the user return visit 5G message log so as to judge whether to perform further telephone return visit.
The users include 5G end users and non-5G end users; if the user is a 5G terminal user, entering a chatbot by clicking the received 5G message; if the user is a non-5G terminal user, the user enters a chatbot through an H5 page by using a mobile phone browser through a corresponding link provided by the enterprise.
The invention also provides a user return visit system based on the 5G message, which comprises a processor, a memory and a computer program stored on the memory and capable of running on the processor, wherein the processor is used for executing the user return visit method;
the system also comprises a user basic data collection module, a 5G message template generation module, a chatbot message processing module, a big data storage module, a data analysis module, an intelligent customer service system module and a user queuing system module.
The user basic data collection module is used for collecting basic information submitted during user registration; the 5G message template generation module is used for creating a 5G message template for user return visit; the chatbot message processing module is responsible for interfacing a 5G message center of a telecom operator with an enterprise customer service system.
The big data storage module is used for constructing and storing collected user information data and storing historical 5G message log data of a user; the intelligent customer service system module is used for processing session communication between a user and an intelligent robot customer service assistant; the data analysis module is used for analyzing user information and a user return visit 5G message log, and the user queuing system module is used for processing a queuing process of establishing a session between a user and a manual customer service.
The invention also provides a computing device, which comprises a processor, a memory, a communication interface and a communication bus, wherein the processor, the memory and the communication interface complete communication with each other through the communication bus;
the memory is used for storing executable instructions, and the executable instructions execute operations corresponding to the sending method of the 5G message through the processor.
The invention also provides a non-transitory computer readable storage medium storing computer instructions for the computer device to perform the user return visit method.
In summary, the invention establishes a large user database by collecting information submitted during user registration and user 5G message log data, matches an optimal user return visit 5G message template through data analysis, and pushes 5G messages to users by an enterprise chatbot application docking telecom operator 5G message center;
the user checks the pushed 5G message on the terminal equipment, can select to reply or click on a corresponding link to check corresponding activity information, or can click on a link button of the enterprise APP or applet to jump back to the enterprise APP or applet to realize user reflux;
if the user selects the reply message, carrying out communication interaction in an intelligent customer service system or manual customer service mode based on the 5G message;
the follow-up enterprise user system can also analyze and evaluate the communication willingness of the user according to the user return visit 5G message log so as to judge whether to perform further telephone return visit.
Although embodiments of the present invention have been shown and described, it will be understood by those skilled in the art that various changes, modifications, substitutions and alterations can be made therein without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (10)
1. The user revisiting method based on the 5G message is characterized by comprising the following steps:
s1, storing and classifying personal basic information submitted during user registration;
s2, constructing a multi-dimensional basic big database according to the classified user basic information, the labels marked by the historical return visit customer service and the user historical 5G message log;
s3, creating a user return visit task on an enterprise user management platform, and then, based on a multi-dimensional basic big database, matching an optimal 5G message template through data analysis;
s4, according to the 5G message templates interested by the user, filling related information, and calling a 5G message center interface of a telecom operator through an enterprise chatbot to send a message to the terminal user;
s5, the user checks the pushed 5G message on the terminal equipment, can select to reply or click on a corresponding link to check corresponding activity information, or can click on a link button of the enterprise APP or applet to jump back to the enterprise APP or applet to realize user reflux;
s6, the enterprise user management platform judges whether the manual customer service is required to be accessed according to the message sent by the user, if so, the session is distributed to corresponding customer service personnel, and if not, the enterprise user management platform automatically transfers to the enterprise intelligent customer service system to process and reply the message.
2. The 5G message based user return visit method of claim 1, wherein: in S1, the personal basic information includes a province, a good product, a professional label, a hospital and department of service where the user is located, and a description of the user' S superiority.
3. The 5G message based user return visit method of claim 1, wherein: in S2, the multidimensional basic large database is an information network formed by intersecting information of a plurality of databases, and the plurality of databases respectively include a provincial database, a product database, a professional label database, a hospital database, a department database, a registered user database, a release return visit task database and a user history 5G message log.
4. The 5G message based user return visit method of claim 1, wherein: in S3 and S4, the enterprise chatbot receives the message sent by the user and stores the message to be sent to an enterprise user management platform for processing; the 5G message template and the message types sent by the user through the enterprise chatbot comprise text messages, picture messages, audio and video messages, positions and other 5G rich media messages.
5. The 5G message based user return visit method of claim 4 wherein: when the message type is text message, processing the text message based on a text processing algorithm to obtain a text analysis result, matching the text analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template;
when the message type is a picture message, processing the picture based on a picture processing algorithm to obtain a picture analysis effect, matching the picture analysis result with the content of the 5G message template through a chatbot, and replying the message based on the matched 5G message template.
6. The 5G message based user return visit method of claim 1, wherein: in S6, if the user reply message is a manual customer service access request, judging whether the user has created an effective session with the manual customer service, and if so, directly entering the session for communication; if not, entering a user queuing system, and waiting for the system to distribute corresponding customer service personnel; when the corresponding customer service personnel access, automatically creating a session to carry out communication processing and replying to the 5G message.
7. The 5G message based user return visit method of claim 1, wherein: the users include 5G end users and non-5G end users; if the user is a 5G terminal user, entering a chatbot by clicking the received 5G message; if the user is a non-5G terminal user, the user enters a chatbot through an H5 page by using a mobile phone browser through a corresponding link provided by the enterprise.
8. A 5G message based user return visit system, for executing a 5G message based user return visit method according to any one of claims 1-7, characterized in that: the system comprises a processor, a memory and a computer program stored on the memory and capable of running on the processor, wherein the processor is used for executing the user return visit method;
the system also comprises a user basic data collection module, a 5G message template generation module, a chatbot message processing module, a big data storage module, a data analysis module, an intelligent customer service system module and a user queuing system module.
9. A 5G message based user return visit system in accordance with claim 8 wherein: the user basic data collection module is used for collecting basic information submitted during user registration; the 5G message template generation module is used for creating a 5G message template for user return visit; the chatbot message processing module is responsible for interfacing a 5G message center of a telecom operator with an enterprise customer service system.
10. A 5G message based user return visit system in accordance with claim 9 wherein: the big data storage module is used for constructing and storing collected user information data and storing historical 5G message log data of a user; the intelligent customer service system module is used for processing session communication between a user and an intelligent robot customer service assistant; the data analysis module is used for analyzing user information and a user return visit 5G message log, and the user queuing system module is used for processing a queuing process of establishing a session between a user and a manual customer service.
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