CN116708054A

CN116708054A - Session processing method and system

Info

Publication number: CN116708054A
Application number: CN202310631557.4A
Authority: CN
Inventors: 向海涛; 纪林杰; 范立健; 陈记辉; 梁宇荣; 王立鹏
Original assignee: Alibaba China Co Ltd
Current assignee: Alibaba China Co Ltd
Priority date: 2023-05-30
Filing date: 2023-05-30
Publication date: 2023-09-05

Abstract

The embodiment of the specification provides a session processing method and a session processing system, wherein the session processing method comprises the following steps: under the condition that a target session is established with a target user, acquiring a session record of the target session; determining whether a target session triggers a preset hosting rule according to the session record; if yes, converting the session state of the target session into a hosting state. Through the session record of the target session, whether the target session triggers the preset hosting rule is determined, and the session state of the target session is converted into the hosting state only under the condition that the preset hosting rule is triggered, so that the error conversion is avoided, the user experience is improved, meanwhile, the limited customer service resources are utilized more fully, the utilization efficiency of the customer service resources is improved, and the cost is saved.

Description

Session processing method and system

Technical Field

The embodiment of the specification relates to the technical field of Internet, in particular to a session processing method.

Background

With the development of internet technology, more and more online service platforms use online users to complete and talk the session of the users, so as to solve the problem of the users.

At present, because the artificial customer service resources are limited, the intelligent conversation robot is utilized to replace the artificial customer service, the conversation with a part of users is completed, the common problem of the users is solved, the artificial customer service is completed with the conversation of other users, the problem that the part of users are more carefully aimed is solved, the limited customer service resources are more fully used, and the problem that the current artificial customer service is occupied by the users with the solved problem for a long time and the other users are difficult to access the artificial customer service is avoided. For this session state transition process, the following is specifically implemented: in the session process, in the case that it is determined that the current session has ended, the current session is converted into a hosted state (the intelligent session robot performs a session with the user instead of a human customer service).

However, if the session of the target session is not ended, it is erroneously converted into a hosted state, and the user's question is not replied to more carefully, resulting in an insufficient user experience. Therefore, a session processing method for improving the utilization efficiency of customer service resources and ensuring the user experience is needed.

Disclosure of Invention

In view of this, the present embodiment provides a session processing method. One or more embodiments of the present disclosure relate to a method for processing a merchant session, a session processing apparatus, a merchant session processing apparatus, a session processing system, a computing device, a computer-readable storage medium, and a computer program, which solve the technical drawbacks of the prior art.

According to a first aspect of embodiments of the present disclosure, there is provided a session processing method, including:

under the condition that a target session is established with a target user, acquiring a session record of the target session;

determining whether a target session triggers a preset hosting rule according to the session record;

if yes, converting the session state of the target session into a hosting state.

According to a second aspect of embodiments of the present disclosure, there is provided a merchant session processing method, including:

Under the condition that a target session is established with a target merchant, acquiring a session record of the target session;

According to a third aspect of embodiments of the present specification, there is provided a session processing apparatus, comprising:

the first acquisition module is configured to acquire a session record of a target session under the condition that the target session is established with a target user;

the first determining module is configured to determine whether the target session triggers a preset hosting rule according to the session record;

and the first conversion module is configured to convert the session state of the target session into the hosting state if the target session is in the first state.

According to a fourth aspect of embodiments of the present specification, there is provided a merchant session processing apparatus comprising:

the second acquisition module is configured to acquire a session record of the target session under the condition that the target session is established with the target merchant;

the second determining module is configured to determine whether the target session triggers a preset hosting rule according to the session record;

and the second conversion module is configured to convert the session state of the target session into the hosting state if the target session is in the first state.

According to a fifth aspect of embodiments of the present disclosure, there is provided a session processing system, including a management platform and a server, including:

the management platform is used for acquiring a session record of the target session under the condition that the target session is established with the target user; determining whether a target session triggers a preset hosting rule according to the session record; if yes, generating a session hosting request, and sending the session hosting request to a server;

the server side is used for receiving the session hosting request sent by the management platform, generating a session hosting instruction according to the session hosting request, and feeding back the session hosting instruction to the management platform;

and the management platform is also used for converting the session state of the target session into the hosting state under the condition that the session hosting instruction fed back by the server side is received.

According to a sixth aspect of embodiments of the present specification, there is provided a computing device comprising:

a memory and a processor;

the memory is configured to store computer-executable instructions that, when executed by the processor, perform the steps of the session processing method described above.

According to a seventh aspect of embodiments of the present specification, there is provided a computer-readable storage medium storing computer-executable instructions which, when executed by a processor, implement the steps of the session processing method described above.

According to an eighth aspect of embodiments of the present specification, there is provided a computer program, wherein the computer program, when executed in a computer, causes the computer to perform the steps of the session processing method described above.

In one or more embodiments of the present disclosure, in a case where a target session is established with a target user, a session record of the target session is obtained; determining whether a target session triggers a preset hosting rule according to the session record; if yes, converting the session state of the target session into a hosting state. Through the session record of the target session, whether the target session triggers the preset hosting rule is determined, and the session state of the target session is converted into the hosting state only under the condition that the preset hosting rule is triggered, so that the error conversion is avoided, the user experience is improved, meanwhile, the limited customer service resources are utilized more fully, the utilization efficiency of the customer service resources is improved, and the cost is saved.

Drawings

FIG. 1 is a flow chart of a method of session handling provided in one embodiment of the present disclosure;

FIG. 2 is a schematic diagram of state transition in a session processing method according to an embodiment of the present disclosure;

fig. 3 is a schematic flow diagram of rule triggering in a session processing method according to an embodiment of the present disclosure;

FIG. 4 is a schematic flow diagram of algorithm triggering in a session processing method according to an embodiment of the present disclosure;

FIG. 5 is a flow diagram of system processing logic in a session processing method according to an embodiment of the present disclosure;

FIG. 6 is a schematic diagram of a front end of a session generation template in a session processing method according to an embodiment of the present disclosure;

FIG. 7 is a flow chart of a method for session processing according to an embodiment of the present disclosure;

fig. 8 is a front-end schematic diagram of a session number upper limit setting in a session processing method according to an embodiment of the present disclosure;

FIG. 9 is a flow chart of a merchant session processing method provided in one embodiment of the present description;

fig. 10 is a schematic structural diagram of a session processing apparatus according to an embodiment of the present disclosure;

FIG. 11 is a schematic diagram of a merchant session processing device according to one embodiment of the present disclosure;

FIG. 12 is a schematic diagram of a session processing system according to an embodiment of the present disclosure;

FIG. 13 is a block diagram of a computing device provided in one embodiment of the present description.

Detailed Description

In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present description. This description may be embodied in many other forms than described herein and similarly generalized by those skilled in the art to whom this disclosure pertains without departing from the spirit of the disclosure and, therefore, this disclosure is not limited by the specific implementations disclosed below.

The terminology used in the one or more embodiments of the specification is for the purpose of describing particular embodiments only and is not intended to be limiting of the one or more embodiments of the specification. As used in this specification, one or more embodiments and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used in one or more embodiments of the present specification refers to and encompasses any or all possible combinations of one or more of the associated listed items.

It should be understood that, although the terms first, second, etc. may be used in one or more embodiments of this specification to describe various information, these information should not be limited by these terms. These terms are only used to distinguish one type of information from another. For example, a first may also be referred to as a second, and similarly, a second may also be referred to as a first, without departing from the scope of one or more embodiments of the present description. The word "if" as used herein may be interpreted as "at … …" or "at … …" or "responsive to a determination", depending on the context.

Furthermore, it should be noted that, user information (including, but not limited to, user equipment information, user personal information, etc.) and data (including, but not limited to, data for analysis, stored data, presented data, etc.) according to one or more embodiments of the present disclosure are information and data authorized by a user or sufficiently authorized by each party, and the collection, use, and processing of relevant data is required to comply with relevant laws and regulations and standards of relevant countries and regions, and is provided with corresponding operation entries for the user to select authorization or denial.

First, terms related to one or more embodiments of the present specification will be explained.

Waiting for customer service confirmation status (suspended): a state in which a human customer service is to confirm whether or not to host the current session.

Escrow status: the conversation state of the artificial customer service and the user is taken over by the system, the subsequent conversation is completed through the non-artificial customer service (generally an intelligent conversation robot based on the artificial intelligence technology), and the artificial customer service can not continue to complete the current conversation.

Escrow +1: the scheduling strategy of customer service resources of the session management platform is implemented by executing the scheduling strategy of customer service resources after the current session is suspended by service in the service process, so that a new user is connected by the manual customer service, and a new session is established.

End session robot: in the case that the current session does not need manual service, the non-manual customer service (generally an intelligent session robot based on artificial intelligence technology) is used for managing the current session, and the hosting state is not released until the user has new requirements to propose and needs manual service again.

In the present specification, a session processing method, a session processing apparatus, a merchant session processing apparatus, a session processing system, a computing device, a computer-readable storage medium, and a computer program are provided, which are described in detail in the following embodiments one by one.

Referring to fig. 1, fig. 1 shows a flowchart of a session processing method according to an embodiment of the present disclosure, including the following specific steps:

step 102: and under the condition that the target session is established with the target user, acquiring a session record of the target session.

The embodiment of the specification is applied to a management platform with a session management and control and scheduling function, the management and control platform cooperates with the application, the webpage or the server side of the applet to finish the session with the user, for example, for a certain e-commerce platform, the user initiates a service request, establishes the session with the server side of the e-commerce platform, and in the session, the management platform participates in the management and control and scheduling of the session to assist the user to finish the communication session with the manual customer service and meet the service request of the user. Specifically, the server establishes connection with a user side (user client) of an application, a webpage or an applet and a customer service side (customer service client) of the application, the webpage or the applet, relevant data of the session is stored on the server, and the management platform manages and schedules each session according to the relevant data of the session. In the embodiment of the application, the limited customer service resources are more fully utilized by reasonably controlling and scheduling the session state of the target session, and the utilization efficiency of the customer service resources is improved.

The target user is the user initiating the service request, including at least one user. For example, a user a is a login user of a certain e-commerce platform, the user logs in a user client of the e-commerce platform, a customer service is selected, a customer service request is initiated, and the user a is a target user.

The target session is a session established between the target user and the server, and includes at least one session. The target session has a corresponding session identifier and session state, where the session state includes: waiting for customer service confirmation (suspension), hosting state and canceling the hosting state, and the session identification and the session state of the target session are correspondingly stored at the server. Continuing the above example, after the user a initiates the customer service request, the service end of the e-commerce platform receives the request, determines a manual customer service capable of establishing a session for the user a, establishes a target session with the user a, or establishes a target session with the user a by using a non-manual customer service, and the identifier of the session record is as follows: the number "104230509761" indicates that the call-back status of the target session is "waiting for customer service confirmation".

The session record of the target session is a session data record of the target session, any of which includes at least one session record including, but not limited to: a time stamp of the session record and session content of the session record. The session record of the target session is correspondingly stored in the server according to the session identification of the target session. For example, the target session includes 10 session records (user 3, customer service 7), each session record having a corresponding timestamp: 2023-01-01-00:00:00;2023-01-01-00:00:15, … …, the session content of each session record is: "you good, please ask … …"; "please leave your, etc., is connecting with manual service" … ….

Under the condition that a target session is established with a target user, acquiring a session record of the target session, wherein the specific mode is as follows: under the condition that a target session is established with a target user, acquiring a session record of the target session according to the session identification of the target session. The session record of the target session may be stored in the server or may be stored in a management platform. The session record of the target session is acquired through a polling mechanism and is realized through a polling component.

Optionally, the server side further stores the fatigue degree of acquiring the target session, for example, the session record of the target session recorded by the server side is acquired 3 minutes before being used for executing step 104, and the fatigue degree is high, so that the problem that the resource occupation and the experience are insufficient due to the fact that the session record of the target session is acquired again at present is avoided.

The target user is a user a of the e-commerce platform, and the manual customer service 100 obtains a session record of the target session according to a session identifier "104230509761" of the target session when the target session is established with the user a: user a: you good, please ask … … (2023-01-01-00:00:00); the system comprises: please wait for your time, connect with manual customer service (2023-01-01-00:00:15); manual customer service: customer service number XXX serves you, ask what questions you have? (2023-01-01-00:00:45) … ….

And under the condition that the target session is established with the target user, acquiring a session record of the target session, and providing reference data for determining whether the target session triggers the hosting rule or not later.

Step 104: and determining whether the target session triggers a preset hosting rule according to the session record.

The preset hosting rule is a preset judgment rule for session state transition, including but not limited to: whether the non-reply time is overtime or not, whether the session content contains key information that the session is ended or not, and whether the non-reply time is overtime or not for the session card. Wherein the session card is a selectable card comprising a plurality of options. The preset hosting rules are correspondingly set according to the project operation rules, can be uniformly set on the management platform, can be set for the artificial customer service according to the service capability pertinence of the artificial customer service, and are not limited herein.

According to the session record, determining whether the target session triggers a preset hosting rule according to the specific mode: and carrying out trigger identification according to the time stamp of the session record and/or the session content of the session record, and determining whether the target session triggers the preset hosting rule or not under the condition that the trigger identification is passed.

Illustratively, the preset escrow rule includes: the time-out of the reply time length is not carried out for the first session card (20 s), the time-out of the reply time length is not carried out for the second session card (20 s), the session content contains key information (solved, thank you or bye you, etc.) that the session is ended, and the time-out of the reply time length is not carried out (60 s). According to the timestamp of the session record "2023-01-01-00:00:00;2023-01-01-00:00:15 … … "and session content of session record" you good, please ask … …; please wait for your time, connect with manual customer service; customer service number XXX serves you, ask what questions you have? … … ", performing trigger recognition, and determining whether the target session triggers the preset hosting rule if the trigger recognition passes.

According to the session record, whether the target session triggers the preset hosting rule is determined, so that the accuracy of the subsequent session state conversion of the target session is ensured, the error conversion is avoided, and the user experience is improved.

Step 106: if yes, converting the session state of the target session into a hosting state.

The hosting state is a session state of a session with a target user through a non-manual customer service, namely, the target session is transferred to the non-manual customer service (generally an intelligent session robot) for processing, and services are continuously provided for the target user, and the session state further comprises: wait for customer service confirmation (suspension) and cancel the escrow status. The waiting customer service confirmation state is a conversation state for waiting for a manual customer service to confirm whether to convert the conversation state into a hosting state, and the canceling of the hosting state is a conversation state for not carrying out conversation with a target user through non-manual customer service.

In an embodiment of the present disclosure, a specific conversion relationship between session states is shown in fig. 2, and fig. 2 is a schematic diagram illustrating state conversion in a session processing method according to an embodiment of the present disclosure. In the waiting customer service confirmation state, the bubbles at the front end interface of the customer service remind the personnel customer service to confirm the customer service, wherein the bubble confirmation can be performed with preset confirmation time, the confirmation is performed with conversion or maintenance in the preset time, and the confirmation is performed without the confirmation in the preset time, and the conversion or maintenance is directly performed. By confirming the escrow (manual customer service), the session state is converted into the escrow state, and in the escrow state, the manual customer service does not need to care about the session, and the newly established session number can be displayed by setting the session number. In the waiting for customer service confirmation state, the session state is converted into the unmanaged state by unmanaged (user/manual customer service). In the escrow state, the session state is converted into the escrow-canceling state by canceling escrow (manual customer service). In the unmanaged state, the session still exists or has been closed. It should be noted that, the manual service in fig. 2 is not only the manual service for performing the target session with the target user, but also other related personnel.

The conversion of the session state of the target session into the hosting state may be the direct conversion of the session state of the target session into the hosting state, or the conversion of the session state of the target session into the hosting state when receiving the session hosting instruction fed back by the server.

Optionally, if not, keeping the session state of the target session as the state to be confirmed by the customer.

If the session hosting instruction fed back by the e-commerce platform server side is received, the session state of the target session is converted into a hosting state, and the session with the user A is continuously completed through the intelligent session robot.

In the embodiment of the specification, under the condition that a target session is established with a target user, acquiring a session record of the target session; determining whether a target session triggers a preset hosting rule according to the session record; if yes, converting the session state of the target session into a hosting state. Through the session record of the target session, whether the target session triggers the preset hosting rule is determined, and the session state of the target session is converted into the hosting state only under the condition that the preset hosting rule is triggered, so that the error conversion is avoided, the user experience is improved, meanwhile, the limited customer service resources are utilized more fully, the utilization efficiency of the customer service resources is improved, and the cost is saved.

In an alternative embodiment of the present disclosure, the step 106 of converting the session state of the target session to the hosting state includes the following specific steps:

generating a session hosting request and sending the session hosting request to a server;

and under the condition that a session hosting instruction fed back by the server side is received, converting the session state of the target session into a hosting state.

Generally, under the condition that the preset hosting rule is triggered, a session hosting request needs to be further sent to a server to carry out determination, so that the error conversion is not guaranteed. For example, the user sends "thank you" but does not end the target session, triggers a preset escrow rule, and needs to further confirm whether to make a session state transition.

A session hosting request is a request to transition a session state to a hosting state.

The session hosting instruction is an instruction for confirming that the session state is converted into the hosting state, and may be a session hosting instruction obtained by forwarding a session hosting request to a customer service client where a manual customer service is located by a server for confirmation, or may be a session hosting instruction obtained by confirmation by other personnel. In the embodiments of the present specification, the manual customer service is used for confirmation.

Generating a session hosting request and sending the session hosting request to a server, wherein the specific mode is as follows: and generating a session hosting request, and sending the session hosting request to the server so that the server forwards the session hosting request to the client of the target customer service.

After a session hosting request is sent, the session state of the target session is a waiting customer service confirmation state, and when a session hosting instruction fed back by the server side is received, the session state of the target session is converted from the waiting customer service confirmation state to the hosting state. Specifically, the server sends a session hosting request to a client of a target customer service, and reminds a manual customer service to confirm whether to perform session state conversion through various forms of information, such as bubble form reminding, popup window form reminding, prompt tone form reminding and the like, on a front end interface of the client of the target customer service, the manual customer service determines to convert the session state according to the reminding, namely, the target session is transferred to a non-manual customer service for processing, and service is continuously provided for a target user.

The server side of the e-commerce platform forwards the session hosting request to a client side of a manual customer service number 100, sets a session state of a target session to be in a waiting customer confirmation state, prompts the manual customer service number 100 to confirm through a bubble form on a front end interface of the manual customer service number 100 to convert the session state of the target session to a hosting state, sends a session hosting instruction to a management platform, and converts the session state of the target session from the waiting customer service confirmation state to the hosting state under the condition that the session hosting instruction fed back by the server side is received.

And generating a session hosting request, sending the session hosting request to the server, and converting the session state of the target session into a hosting state under the condition that a session hosting instruction fed back by the server is received, so that the error conversion is further avoided, and the user experience is further improved.

In an optional embodiment of the present disclosure, after the session hosting request is sent to the server, the method further includes the following specific steps:

and under the condition that the session hosting instruction fed back by the server side is not received, determining the session state of the target session as a cancel hosting state.

The conversation hosting instruction which does not receive the feedback of the server side comprises that the manual customer service or other personnel confirm whether conversation state conversion is carried out or not, and also comprises that the manual customer service or other personnel do not confirm whether conversation state conversion is carried out or not.

After the session hosting request is sent, the session state of the target session is a waiting customer service confirmation state, and the session state of the target session is determined to be a canceling hosting state under the condition that a session hosting instruction fed back by the server is not received. Specifically, the server sends a session hosting request to a client of a target customer service, and reminds a manual customer service to confirm whether to perform session state conversion through various forms of information, for example, through bubble form reminding, through popup form reminding, through prompt tone form reminding and the like, on a front end interface of the client of the target customer service, the manual customer service determines whether to perform conversion on the session state or not according to the reminding, or does not determine whether to transfer the target session to a non-manual customer service for processing, and at the moment, the session still exists or is closed.

The server of the e-commerce platform forwards the session hosting request to the client of the artificial customer service 100, sets the session state of the target session to be a waiting client confirmation state, prompts the artificial customer service 100 to confirm that the session state of the target session is not converted into the hosting state through a bubble form on a front end interface of the artificial customer service 100, the server does not send a session hosting instruction to the management platform, and the management platform determines the session state of the target session to be a canceling hosting state under the condition that the session hosting instruction fed back by the server is not received.

Under the condition that a session hosting instruction fed back by the server side is not received, the session state of the target session is determined to be the unmanaged state, so that the flexibility of session processing is improved, the error conversion is further avoided, and the user experience is further improved.

In an alternative embodiment of the present specification, after determining the session state of the target session as the unmanaged state, the method further includes the following specific steps:

and returning to the step of executing the acquisition of the session record of the target session under the condition that the updated session content sent by the target user is received.

After determining the session state of the target session as the unmanaged state, including two states of session still existence and session closed, the session must be actively disconnected by the target user for service quality and user experience, so that it is necessary to further determine whether the session still exists or has been closed, and in the case of re-receiving the updated session content sent by the target user, it is necessary to confirm that the target user still needs service, and because the session content is updated, return to execute step 102 to implement polling acquisition of the session record of the target session for subsequent iteration to determine whether to trigger or not.

Returning to the step of executing the acquisition of the session record of the target session under the condition that the updated session content sent by the target user is received, wherein the specific mode is as follows: and under the condition that the updated session content sent by the target user is received, determining that the target session is not closed, and returning to the step of acquiring the session record of the target session.

Illustratively, the session state of the target session is determined to be the unmanaged state, "is also at the time of receiving the updated session content sent by user a? In the case of "it is determined that the target session is not closed, and the step of acquiring the session record of the target session is returned to be performed.

Under the condition that updated session content sent by a target user is received, the step of executing the session record of the target session is returned, so that iteration determination of whether the target session triggers a preset hosting rule is realized, error conversion is further avoided, user experience is further improved, meanwhile, limited customer service resources are more fully utilized, the utilization efficiency of the customer service resources is further improved, and cost is further saved.

In an alternative embodiment of the present description, the session record includes a timestamp of the session record;

correspondingly, the step 104 includes the following specific steps:

determining the no-reply time length of the target session according to the time stamp of the session record;

and under the condition that no reply time length reaches a preset time length threshold value, determining whether the target session triggers a preset hosting rule.

The time stamp of the session record is a transmission time stamp corresponding to the session record in the target session, for example, the target session includes 20 session records, and each session record corresponds to a transmission time stamp: session record 1 (user: … …) -2023-01-01-00:00:00; session record 2 (system: … …) -2023-01-01-00:00:05; session record 3 (manual 100 # … …) -2023-01-01-00:00:50 … ….

The no-reply duration of the target session is the duration of the time stamp of the last session record in the target session from the current time. For example, the last session record in the target session has a timestamp of 2023-01-01-00:03:20, and the current time is 2023-01-01-00:10:20, the no-reply duration of the target session is 10min, and further, the time stamp of the last session record corresponding to the target user can be distant from the duration of the current time, which is the same as the above example and will not be repeated. The preset duration threshold is a preset judging duration of session updating.

Whether the target session triggers a preset hosting rule is determined by the following specific steps: and determining whether the target session triggers a preset hosting rule according to the session record of the target session. Further, according to the time stamp of the session record of the target session and/or the session content of the session record of the target session, whether the target session triggers the preset hosting rule is determined.

In an embodiment of the present disclosure, a specific execution flow is shown in fig. 3, and fig. 3 shows a schematic flow diagram of rule triggering in a session processing method according to an embodiment of the present disclosure. On the user side, the user initiates a session, turning manual customer service to the polling component. On the polling component, session incoming line allocation: receiving a session number creating message, and registering a session state to trigger a polling event; ending the wire inlet; the polling component polls and executes, queries the time stamp of the last session record in the session, and determines the no-reply duration of the session; and under the condition that no reply time length reaches a preset time length threshold value, notifying the management platform to carry out rule judgment. On the management platform, inquiring related data of the session according to the session number of the session; judging the session state, fatigue degree and the like of the session; if not, recording a log and ending; acquiring a preset hosting rule, judging the preset hosting rule, and recording a log and ending if the preset hosting rule does not pass the judgment; reminding the manual customer service to confirm whether to perform session state conversion or not through the bubble-form message; and if the bubble reminding rule configuration is adopted, the bubbles at the front interface are sent. Executing front-end internal logic on the front end; the bubble reminds and starts counting down; and returning to the management platform.

Illustratively, the preset escrow rule includes: the time-out of the reply time length is not carried out for the first session card (20 s), the time-out of the reply time length is not carried out for the second session card (20 s), the session content contains key information (solved, thank you or bye you, etc.) that the session is ended, and the time-out of the reply time length is not carried out (60 s). According to the timestamp of the session record "2023-01-01-00:00:00;2023-01-01-00:00:15 … … ", determining that the no-reply time length of the target session is 93s, and determining whether the target session triggers the preset hosting rule according to the time stamp of the session record of the target session and the session content of the session record of the target session under the condition that the no-reply time length reaches the preset time length threshold (90 s).

According to the time stamp of the session record, determining the no-reply time length of the target session, and determining whether the target session triggers the preset hosting rule or not under the condition that the no-reply time length reaches the preset time length threshold value, thereby further improving the accuracy of trigger identification, avoiding false triggering, further avoiding false conversion and further improving the user experience.

In an alternative embodiment of the present description, the session record includes session content of the session record;

correspondingly, the step 104 includes the following specific steps:

Predicting a session result of the target session according to key information in session content of the session record;

and if the session result is that the session is ended, determining whether the target session triggers a preset hosting rule.

The session content recorded in the session may be images (pictures or videos), voice, text, expressions, dynamic links, or may be multi-modal content combined by the above-mentioned various contents, for example, cards containing text, pictures, dynamic links, which is not limited herein. For example, the target session includes 10 session records, where the session content of session record 1 is the text "your good, please ask … …" and a dynamic link of a commodity, and the session content of session record 2 is a card containing text, pictures, and dynamic links "please ask you what questions are about the commodity: 1. express information of the commodity; 2. commodity return goods rule … … ".

The key information is information for judging the conversation result in the conversation content, and can be at least one of images, voice, texts, expressions and dynamic links. For example, the session content of the session record 1 is "i know about thank you, bye", wherein the key information is "thank you" and "bye". For another example, the conversation content of the conversation record is an expression of "review", which is key information.

The session result is a judging result of whether the target session is ended or not, wherein the judging result comprises that the session is ended and that the session is not ended, the service request of the target user is characterized as being solved under the condition that the session result is that the session is not ended, and the service request of the target user is characterized as not being solved under the condition that the session result is that the session is not ended, and further session is needed. In consideration of service quality and user experience, the session must be actively disconnected by the target user, so that the target user leaves the target session with a high probability under the condition that the session is ended as a result of the session, further triggers identification, determines whether the target session triggers a preset hosting rule, further hands over the target session to a non-manual customer service for hosting, releases limited customer service resources, and allocates new user incoming service.

According to the key information in the session content of the session record, predicting the session result of the target session, wherein the specific mode is as follows: and predicting the session result of the target session by using a session result prediction algorithm according to the key information in the session content of the session record. The session result prediction algorithm may be a key information judgment algorithm, for example, in the case that the key information is the expression of thank you, it is determined that the session result is that the session has ended, and in the case that the key information is "thank you" and "bye you", it is determined that the session result is that the session has ended. The session result prediction algorithm may also be a neural network model-based prediction algorithm.

In an embodiment of the present disclosure, a specific execution flow is shown in fig. 4, and fig. 4 shows a schematic flow diagram of algorithm triggering in a session processing method according to an embodiment of the present disclosure. On the algorithm side, algorithm identification is performed (session not ended/session ended); and sending the message queue which is identified to be successful. Receiving a message on a management platform; inquiring related data of the session according to the session identifier of the session, and judging the session state, fatigue degree and the like of the session; if not, recording a log and ending; acquiring a preset hosting rule; judging a preset hosting rule; if not, recording a log and ending; reminding the manual customer service to confirm whether to perform session state conversion or not through the bubble-form message; and if the bubble reminding rule configuration is adopted, the bubbles at the front interface are sent. Executing front-end internal logic on the front end; the bubble reminds and starts counting down; and returning to the management platform.

Illustratively, the preset escrow rule includes: the time-out of the reply time length is not carried out for the first session card (20 s), the time-out of the reply time length is not carried out for the second session card (20 s), the session content contains key information (solved, thank you or bye you, etc.) that the session is ended, and the time-out of the reply time length is not carried out (60 s). According to key information 'thank you' and 'bye' in session content of the session record, a session result of the target session is predicted to be that the session is ended by using a session result prediction algorithm, and whether the target session triggers the preset hosting rule or not is determined according to a time stamp of the session record of the target session and the session content of the session record of the target session.

According to key information in session content of session record, predicting a session result of a target session, and determining whether the target session triggers a preset hosting rule or not under the condition that the session result is that the session is ended, thereby further improving the accuracy of trigger identification, avoiding false triggering, further avoiding false conversion and further improving user experience.

In an alternative embodiment of the present disclosure, predicting a session result of a target session according to key information in session content of a session record includes the following specific steps:

And inputting the session content of the session record into a pre-trained session result prediction model, and obtaining the session result of the target session according to the key information in the session content of the session record, wherein the session result prediction model is a neural network model.

The session result prediction model is a neural network model with a session result prediction function, and is obtained through pre-training. The pre-training of the session result prediction model is obtained by using session contents recorded in a large number of historical sessions as sample data, labeling, and adjusting model parameters of the session result prediction model. The model performance of the session result prediction model can be further improved by increasing the scale of sample data, adjusting the pre-trained loss value setting, adding guide information and the like.

Illustratively, the session contents of 20 pieces of session records are input into a pre-trained session result prediction model, and the session results of the target session are obtained according to key information of "thank you", "bye", "understood", "good", and the like in the session contents of the session records: the session has ended.

The conversation content of the conversation record is input into a pre-trained conversation result prediction model, and the conversation result of the target conversation is obtained according to key information in the conversation content of the conversation record, wherein the conversation result prediction model is a neural network model, so that the accuracy of conversation result prediction is improved, the efficiency of conversation result prediction is improved, the accuracy of trigger identification is further improved, false triggering is avoided, false conversion is further avoided, and the user experience is further improved.

In an alternative embodiment of the present disclosure, following step 106, the following specific steps are further included:

generating a first session content according to a preset session generation template;

the first session content is sent to the target user.

After the session state of the target session is converted into the managed state, the management of the target session needs to be continuously maintained. The method specifically comprises the steps of determining whether a user updates a session or not, after receiving a target session by non-manual customer service, sending session content to the user, and determining whether the hosting state needs to be converted into the unmanaged state or not according to whether the user responds or not, so that the perception of the user on the existence of the non-manual customer service is reduced, and the user experience is improved.

The preset session generating template is a preset content template for generating session content, and can be an image (picture or video) content generating template, a voice content generating template, a text content generating template, an expression content generating template and a dynamic link content generating template, or can be a multi-mode content generating template for combining various contents, such as a card content generating template containing texts, pictures and dynamic links. In the embodiment of the present disclosure, a card content generation template is taken as an example to describe a card content generation template, where the card content generation template is configured with corresponding card generation rules (for example, a user does not reply to a first card after timeout, a user does not reply to a second card after timeout, an algorithm identification problem is solved, etc.), a manual customer service may set the card content generation template on a customer service client in advance, and configure a process corresponding to a plurality of card generation rules therein, so that the card is directly sent to a target user in a hosting state, so that the target user performs clicking of a card button or does not perform any operation to respond, and when the target user clicks of a corresponding card button in the card, the corresponding process is executed.

The first session content is verification session content for target session control, and the first session content may be an image (picture or video), voice, text, expression, dynamic link, or multi-mode content combined by the above multiple contents, for example, a card containing text, picture, dynamic link, specifically determined according to a session generation template.

Illustratively, the template is generated according to preset card content (in the case that the user agrees to disconnect, the session is ended, in the case that the user does not agree to disconnect, the hosting state is kept, in the case that the user replies freely, the second card content is sent, the message is sent, the hosting state is kept), and the first card content is generated: please ask you if you still need to continue the service? The need (disagree with the disconnection), the need (agree with the disconnection), the recall (free recovery) and the others (free recovery). And sending the first card content to the client where the user A is located.

According to the preset session generation template, first session content is generated and sent to the target user, so that the effective management and control of the session state of the target session are realized, the perception of the user on the existence of non-manual customer service is reduced, and the user experience is further improved.

In an alternative embodiment of the present specification, after the first session content is sent to the target user, the following specific steps are further included:

under the condition that the second session content fed back by the target user is not received, maintaining the session state of the target session to be a hosting state;

generating a third session content according to a preset session generation template;

And sending the third session content to the target user.

And if the second session content fed back by the target user is not received, namely the target user does not reply to the first session content, determining that the target user is not urgent to perform a session with the artificial customer service currently, continuing to enable the non-artificial customer service to be responsible for the session of the target user, and saving limited artificial customer service to other users with service requirements. And on the basis, further transmitting the third session content to the target user for repeated confirmation.

The second session content is verification session content for target session management and control fed back by the user, and the second session content is user feedback corresponding to the first session content. The second session content may be images (pictures or video), voice, text, expressions, dynamic links.

The third session content is verification session content for target session management and control, and the third session content may be an image (picture or video), voice, text, expression, dynamic link, or multi-mode content combined by the above multiple contents, for example, a card containing text, picture, dynamic link, specifically determined according to a session generation template.

Generating third session content according to a preset session generation template, wherein the specific mode is as follows: and after the preset duration, generating a third session content according to the preset session generation template. After the preset duration, the third session content is sent again, so that a large amount of session content is prevented from being sent to the target user in a short time, and the user experience is prevented from being influenced.

In an exemplary case where the second session content fed back by the target user is not received, maintaining the session state of the target session as a hosting state, and after a preset period of time, generating a template according to the preset card content (in a case where the user agrees to disconnect the line, the session is ended, in a case where the user does not agree to disconnect the line, the hosting state is maintained, in a case where the user replies freely, the message is sent, and the hosting state is maintained), so as to generate a second card content: please ask you if you still need to continue the service? The second card content is sent to the user client where user a is located, without (agreeing to break), and with (freely replying to), the other (freely replying to).

Under the condition that the second session content fed back by the target user is not received, the session state of the target session is kept to be in a hosting state, a template is generated according to a preset session, third session content is generated and sent to the target user, limited manual customer service is saved for other users with service requirements, repeated confirmation is carried out, more effective management and control of the session state of the target session is achieved, perception of the user on non-manual customer service is reduced, and user experience is further improved.

and under the condition that second session content fed back by the target user is received, determining whether to convert the session state of the target session into a unmanaged state according to the second session content.

In the embodiment of the specification, the second session content includes consent conversion (not consent disconnection), disagreement conversion (consent disconnection), and other content, and according to the second session content, whether to convert the session state of the target session into the unmanaged state is determined, so that the service requirement of the target user is met in time, and the user experience is improved.

According to the second session content, determining whether to convert the session state of the target session into a unmanaged state, wherein the specific mode is as follows: and determining whether to convert the session state of the target session into the unmanaged state according to the key information of the second session content. Further, according to the key information of the second session content, determining whether to convert the session state of the target session into the unmanaged state by using a broken line prediction algorithm. The broken line prediction algorithm may be a key information judgment algorithm, for example, when the key information is the expression of thank you, it is determined to convert the session state of the target session into the unmanaged state, and when the key information is the expression of "thank you" and "bye you," it is determined to convert the session state of the target session into the unmanaged state. The broken line prediction algorithm can also be a prediction algorithm based on a neural network model.

In an embodiment of the present application, a specific execution flow is shown in fig. 5, and fig. 5 shows a flow diagram of system processing logic in a session processing method according to an embodiment of the present application. The method comprises the steps that a hosting triggering process enters on a triggering source; completing the managed state conversion and registering a card content management and control event; registering a card content action event. Acquiring second session content sent by a target user on a polling component; judging the second session content: a) If the user does not reply the second session content within the timeout period, the host state is kept continuously, and if the user does not reply the second session content within the timeout period, the user sends a second card content; b) The user replies the second session content, directly filters out key information including possible/unnecessary information and the like, and executes corresponding processing; c) The user replies the second session content, directly filters out key information such as unavailable/needed key information and executes corresponding processing; d) The rest types of second session contents are free replies, and processing under the free replies is executed; executing a/b/c/d process of converting the session state into the unmanaged state; the escrow is released. On the management platform, updating a managed task event record, and converting the session state of the target session into a managed canceling state; updating the session state corresponding to the session identifier to be a cancel hosting state; and sending an unmanaged state message to the front end. On the front end, the front end updates the session state of the display target session. Returning to the management platform; the managed state related log record is canceled.

Illustratively, in the case of receiving the second session content fed back by the user a, it is determined to transition the session state of the target session to the unmanaged state according to the second session content "re-etc.

Under the condition that second session content fed back by the target user is received, whether to convert the session state of the target session into a cancel hosting state is determined according to the second session content, so that the service requirements of the target user are met in time, and the user experience is further improved.

In an alternative embodiment of the present specification, before generating the first session content according to the preset session generation template, the method further includes the following specific steps:

acquiring a preset session generation rule;

and obtaining a preset session generation template according to the session generation rule.

Setting a session generation rule according to the item processing strategy, obtaining a corresponding session generation template according to the session generation rule, directly generating first session content according to the session generation template in the process of controlling the target session, and sending the first session content to the target user, and confirming whether to keep the hosting state or to switch to the unmanaged state.

The session generation rule is a judgment rule of generating a session preset for an artificial customer service, the session generation rule corresponds to an item processing policy, for example, the first session content is text content sent to a user for confirming whether to disconnect (switch to a hosting state), the user replies to the second session content corresponding to the first session content, the session generation rule is to cancel the hosting state when the second session content is that the user agrees to disconnect, the session generation rule is to keep the hosting state when the second session content is that the user refuses to disconnect, the session generation rule is to send a message "please ask you to select service 1? And sending the second card content or ending the session (the second card content is sent) when the user has no second session content within the non-replied timeout period.

In an embodiment of the present application, a session generation rule is configured, and a session generation template is obtained according to the session generation rule and is executed at a client of a manual customer service, specifically referring to fig. 6, fig. 6 shows a schematic diagram of a setup front end of the session generation template in a session processing method provided in an embodiment of the present specification. At the front end interface of the client of the manual customer service, performing system setting, wherein a search box of 'configuration item name or description' is arranged on the left side, a page option bar is arranged below the left side, the manual customer service clicks a corresponding option, and the current interface jumps to a corresponding page, wherein the page option bar comprises: enterprise organization: enterprise information, role management, member management, department skill set, organization management; on-line: robot, messaging, online service rules, end session robot, online care-of relationship, offline reconnection rules, workbench configuration; a hot wire. The currently selected option is "end session robot", and the current interface jumps to the end session robot page. And setting two options of 'hosting' and 'card' on the end session robot page, and configuring a card generation template by clicking the 'card' option. The middle of the page is provided with a card search box, a card generation template created by inputting a card number or keyword search history is displayed below the page, a search result list is displayed, a card number, a card name, a triggering mode, a creator, creation time, an operation control and a deletion control of each history card generation template are displayed, any history card generation template can be operated or deleted by clicking the corresponding control, and the method specifically comprises the following steps: {1014401 (card number), user timeout not replying to first (card name), click trigger (trigger mode), A (creator), creation time (2023-1-100:00) }, {1014601 (card number), user timeout not replying to second (card name), click trigger (trigger mode), A (creator), creation time (2023-1-100:05) }, {1014201 (card number), algorithm identification problem solved (card name), click trigger (trigger mode), A (creator), creation time (2023-1-100:10) }, {1017401 (card number), always-not reply is spam timeout (card name), click trigger (trigger mode), A (creator), creation time (2023-1-100:15) }, {1017601 (card number), always-60 s not replying to end session (card name), click trigger (trigger mode), A (creator), creation time (2023-1-100:20). The new card generation template can also be created by clicking the new control, after clicking the new control or the operation control of the history card life template, a card management popup window is displayed, and a card name, a card name input frame, a card template and a card template selection frame are displayed on the card management popup window, options configured by a session generation rule are arranged below the card management popup window, and under the condition that a user replies different second session contents, corresponding action processing is added, including: when the user agrees to disconnect, add actions (send card, send message, cancel escrow status, end session, and hold escrow status); when the user refuses to disconnect, add actions (send card, send message, cancel escrow status, end session, and hold escrow status); when the user replies freely, add actions (send card, send message, cancel escrow status, end session and hold escrow status); when the user does not reply for N seconds, actions (sending a card, sending a message, canceling the hosting state, ending the session, and maintaining the hosting state) are added, and after each session generation rule is determined, a session generation template is generated.

Illustratively, a preset session generation rule is obtained: the first session content is text content sent to the user for confirming whether to disconnect (switch to a hosting state), the user replies to the second session content corresponding to the first session content, the session generation rule is to cancel the hosting state when the second session content is that the user agrees to disconnect, the session generation rule is to maintain the hosting state when the second session content is that the user refuses to disconnect, the session generation rule is to send a message "please ask you to select service 1? And when the user does not have the second session content within the non-replied timeout period, sending the second card content or ending the session (the second card content is sent), and obtaining a preset session generation template according to the session generation rule.

The preset session generation rule is obtained, and the preset session generation template is obtained according to the session generation rule, so that the pertinence between the follow-up first session content and the third session content and the target session of the target user and the applicability to different session contents are improved, and the user experience is improved.

Fig. 7 is a flow chart illustrating a session processing method according to an embodiment of the present disclosure, as shown in fig. 7:

the user's session includes the following three session states: in-session (including: wait for customer service confirmation status), escrow status, and cancel escrow status. In the state in the session, on the user level, the user does not speak for X seconds or the manual customer service judges that the user problem is solved, and the non-manual customer service inquires whether the service is needed for the first time. If not, entering a state of canceling the hosting and ending the service; if yes, entering a hosting state and continuing service; if Y seconds are not spoken, entering a hosting state under the condition that the previous non-manual customer service message is manually triggered by the non-manual customer service: and secondly inquiring whether the service is still needed, if so, continuing the service, if not, entering a state of canceling the hosting and ending the service, and if Z seconds are not speaking, entering a state of canceling the hosting and ending the service. If Y seconds are not spoken, the service can be started and ended when the previous non-manual message is manually triggered by the manual customer service.

For the manual customer service, a session can be established with the user, the number of service of the processing user has an upper limit, if the session is converted into a hosting state, but the number of newly accessed users is not limited, a large number of sessions in the hosting state can be converted into a non-hosting state, so that the number of sessions to be processed by the manual customer service is excessive, and the user experience is insufficient.

In view of the above problem, in an embodiment of the present application, the upper limit of the number of sessions is controlled to control the number of sessions established between the artificial customer service and the user, and specifically, referring to control logic, as shown in fig. 8, fig. 8 shows a schematic diagram of the front end of the upper limit of the number of sessions in the session processing method provided in an embodiment of the present application. In the add policy popup, a policy selection box, a policy type selection field, and a policy rule filling field are set. According to the prompt message, after the target user enters the silence state, setting the target session of the target user to be in a hosting state, reassigning a user to the artificial customer service, and after hosting is effective, enabling an elastic allocation algorithm in the scheduling strategy to not take effect on the artificial customer service any more, and selecting the hosting strategy in a strategy selection column. And according to the prompt message ' the skill group saturation is not required to be judged by the system ', after the session robot is started, the hosting efficiency can be effective ', and a normal strategy is selected in a strategy type selection column. In the policy rule filling column, filling conditions (not limited if not filled), determining a managed enhancement (taking the whole digits of a calculation result), filling a service day range and a basic level (%), clicking an 'adding rule' control to complete filling of the policy rule, and displaying a prompt message 'the calculation example of the managed upper limit number' below: 3 x 70% = 2.1, then upper limit number of escrow is 2;1 x 80% = 0.8, then the upper limit number is 0; if the configuration is not carried out, the default upper limit number of the managed is 0", and after the completion of filling of the policy rules, clicking the" determining "control to complete the policy addition, or clicking the" canceling "control to not carry out the policy addition.

Referring to fig. 9, fig. 9 shows a flowchart of a merchant session processing method according to an embodiment of the present disclosure, including the following specific steps:

step 902: under the condition that a target session is established with a target merchant, acquiring a session record of the target session;

step 904: determining whether a target session triggers a preset hosting rule according to the session record;

step 906: if yes, converting the session state of the target session into a hosting state.

The embodiment of the specification is applied to a management platform with session management and scheduling functions, the management and control platform cooperates with a service end of an e-commerce platform to complete a session with a target merchant on the e-commerce platform, a plurality of merchants reside on the e-commerce platform to complete a service request for a certain e-commerce platform, the target merchant initiates a service request, and establishes a session with the service end of the e-commerce platform, and in the session, the management platform participates in the management and scheduling of the session to assist the target merchant to complete a communication session with a manual customer service and meet the service request of a user. Specifically, the server establishes connection with a merchant side (merchant client) of the e-commerce platform and a customer service side (customer service client) of the e-commerce platform, relevant data of the session are stored on the server, and the management platform manages and schedules each session according to the relevant data of the session. In the embodiment of the application, the limited customer service resources are more fully utilized by reasonably controlling and scheduling the session state of the target session, and the utilization efficiency of the customer service resources is improved.

In the embodiment of the present disclosure, the specific manner of step 902 to step 906 is referred to the description of step 102 to step 106 in the embodiment of fig. 1, and is not repeated here.

In the embodiment of the specification, under the condition that a target session is established with a target merchant, acquiring a session record of the target session; determining whether a target session triggers a preset hosting rule according to the session record; if yes, converting the session state of the target session into a hosting state. Through the session record of the target session, whether the target session triggers the preset hosting rule is determined, and the session state of the target session is converted into the hosting state only under the condition that the preset hosting rule is triggered, so that the error conversion is avoided, the user experience is improved, meanwhile, the limited merchant customer service resources are more fully utilized, the utilization efficiency of the merchant customer service resources is improved, and the cost is saved.

Corresponding to the above method embodiments, the present disclosure further provides an embodiment of a session processing apparatus, and fig. 10 shows a schematic structural diagram of a session processing apparatus provided in one embodiment of the present disclosure. As shown in fig. 10, the apparatus includes:

a first obtaining module 1002 configured to obtain a session record of a target session in a case where the target session is established with a target user;

A first determining module 1004 configured to determine, according to the session record, whether the target session triggers a preset hosting rule;

a first conversion module 1006 is configured to convert the session state of the target session to a hosted state if yes.

Optionally, the first conversion module 1006 is further configured to:

generating a session hosting request and sending the session hosting request to a server; and under the condition that a session hosting instruction fed back by the server side is received, converting the session state of the target session into a hosting state.

Optionally, the apparatus further comprises:

and the state determining module is configured to determine the session state of the target session as a unmanaged state under the condition that the session hosting instruction fed back by the server side is not received.

Optionally, the apparatus further comprises:

and the iteration module is configured to return to executing the step of acquiring the session record of the target session under the condition that the updated session content sent by the target user is received.

Optionally, the session record includes a timestamp of the session record;

correspondingly, the first determination module 1004 is further configured to:

determining the no-reply time length of the target session according to the time stamp of the session record; and under the condition that no reply time length reaches a preset time length threshold value, determining whether the target session triggers a preset hosting rule.

Optionally, the session record includes session content of the session record;

correspondingly, the first determination module 1004 is further configured to:

predicting a session result of the target session according to key information in session content of the session record; and if the session result is that the session is ended, determining whether the target session triggers a preset hosting rule.

Optionally, the first determining module 1004 is further configured to:

Optionally, the apparatus further comprises:

the first session module is configured to generate a template according to a preset session, and generate first session content; the first session content is sent to the target user.

Optionally, the apparatus further comprises:

the second session module is configured to maintain the session state of the target session to be a hosting state under the condition that the second session content fed back by the target user is not received; generating a third session content according to a preset session generation template; and sending the third session content to the target user.

Optionally, the apparatus further comprises:

and the third session module is configured to determine whether to convert the session state of the target session into the unmanaged state according to the second session content under the condition that the second session content fed back by the target user is received.

Optionally, the apparatus further comprises:

the template construction module acquires a preset session generation rule; and obtaining a preset session generation template according to the session generation rule.

The above is a schematic scheme of a session processing apparatus of the present embodiment. It should be noted that, the technical solution of the session processing apparatus and the technical solution of the session processing method belong to the same concept, and details of the technical solution of the session processing apparatus, which are not described in detail, can be referred to the description of the technical solution of the session processing method.

Corresponding to the method embodiment, the present disclosure further provides an embodiment of a merchant session processing device, and fig. 11 shows a schematic structural diagram of a merchant session processing device provided in one embodiment of the present disclosure. As shown in fig. 11, the apparatus includes:

a second obtaining module 1102, configured to obtain a session record of the target session when the target session is established with the target merchant;

a second determining module 1104 configured to determine, according to the session record, whether the target session triggers a preset hosting rule;

the second conversion module 1106 is configured to convert the session state of the target session to a hosting state if so.

The foregoing is a schematic solution of a merchant session processing apparatus according to this embodiment. It should be noted that, the technical solution of the merchant session processing device and the technical solution of the merchant session processing method belong to the same concept, and details of the technical solution of the merchant session processing device, which are not described in detail, can be referred to the description of the technical solution of the merchant session processing method.

Corresponding to the above method embodiments, the present disclosure further provides a session processing system embodiment, and fig. 12 shows a schematic structural diagram of a session processing system provided in one embodiment of the present disclosure. As shown in fig. 12, the system includes a management platform 1202 and a server 1204, including:

a management platform 1202, configured to obtain a session record of a target session when the target session is established with a target user; determining whether a target session triggers a preset hosting rule according to the session record; if yes, a session hosting request is generated, and the session hosting request is sent to the server 1204;

the server 1204 is configured to receive a session hosting request sent by the management platform 1202, generate a session hosting instruction according to the session hosting request, and feed back the session hosting instruction to the management platform 1202;

The management platform 1202 is further configured to, when receiving a session hosting instruction fed back by the server 1204, convert a session state of the target session into a hosting state.

In the embodiment of the present disclosure, the management platform is configured to obtain a session record of a target session when the target session is established with a target user; determining whether a target session triggers a preset hosting rule according to the session record; if yes, generating a session hosting request, sending the session hosting request to a server, receiving the session hosting request sent by a management platform by the server, generating a session hosting instruction according to the session hosting request, feeding back the session hosting instruction to the management platform, and converting the session state of the target session into a hosting state under the condition that the session hosting instruction fed back by the server is received by the management platform. According to the method, whether the target session triggers the preset hosting rule is determined through the session record of the target session, the session hosting request is generated and sent to the server for confirmation only under the condition that the preset hosting rule is triggered, and then the session state of the target session is converted into the hosting state, so that the error conversion is avoided, the user experience is improved, meanwhile, the limited customer service resources are utilized more fully, the utilization efficiency of the customer service resources is improved, and the cost is saved.

The above is a schematic solution of a session processing system of the present embodiment. It should be noted that, the technical solution of the session processing system and the technical solution of the session processing method belong to the same concept, and details of the technical solution of the session processing system, which are not described in detail, can be referred to the description of the technical solution of the session processing method.

FIG. 13 illustrates a block diagram of a computing device provided in one embodiment of the present description. The components of computing device 1300 include, but are not limited to, a memory 1310 and a processor 1320. Processor 1320 is coupled to memory 1310 via bus 1330, and database 1350 is used to store data.

Computing device 1300 also includes an access device 1340, which access device 1340 enables computing device 1300 to communicate via one or more networks 1360. Examples of such networks include a public switched telephone Network (PSTN, publicSwitchedTelephone Network), a local area Network (LAN, localAreaNetwork), a wide area Network (WAN, wideAreaNetwork), a personal area Network (PAN, personalAreaNetwork), or a combination of communication networks such as the internet. Access device 1340 may include one or more of any type of Network interface, wired or wireless (e.g., a Network interface card (NIC, networkinterface controller)), such as an IEEE802.11 wireless local area Network (WLAN, wirelessLocalArea Network) wireless interface, a worldwide interoperability for microwave Access (Wi-MAX, worldwideInteroperabilityforMicrowave Access) interface, an ethernet interface, a universal serial bus (USB, universalSerialBus) interface, a cellular Network interface, a bluetooth interface, near-field communication (NFC, nearFieldCommunication).

In one embodiment of the present description, the above-described components of computing device 1300, as well as other components not shown in FIG. 13, may also be connected to each other, such as by a bus. It should be understood that the block diagram of the computing device illustrated in FIG. 13 is for exemplary purposes only and is not intended to limit the scope of the present description. Those skilled in the art may add or replace other components as desired.

Computing device 1300 may be any type of stationary or mobile computing device, including a mobile computer or mobile computing device (e.g., tablet, personal digital assistant, laptop, notebook, netbook, etc.), mobile phone (e.g., smart phone), wearable computing device (e.g., smart watch, smart glasses, etc.), or other type of mobile device, or a stationary computing device such as a desktop computer or personal computer (PC, personalComputer). Computing device 1300 may also be a mobile or stationary server.

Wherein processor 1320 is configured to execute computer-executable instructions that, when executed by the processor, perform the steps of the session processing method or merchant session processing method described above.

The foregoing is a schematic illustration of a computing device of this embodiment. It should be noted that, the technical solution of the computing device belongs to the same concept as the technical solutions of the session processing method and the merchant session processing method, and details of the technical solution of the computing device, which are not described in detail, can be referred to the description of the technical solutions of the session processing method or the merchant session processing method.

An embodiment of the present disclosure also provides a computer-readable storage medium storing computer-executable instructions that, when executed by a processor, implement the steps of the session processing method or merchant session processing method described above.

The above is an exemplary version of a computer-readable storage medium of the present embodiment. It should be noted that, the technical solution of the storage medium and the technical solutions of the session processing method and the merchant session processing method described above belong to the same concept, and details of the technical solution of the storage medium which are not described in detail may be referred to the description of the technical solutions of the session processing method or the merchant session processing method.

An embodiment of the present disclosure further provides a computer program, where the computer program, when executed in a computer, causes the computer to perform the steps of the session processing method or the merchant session processing method described above.

The above is an exemplary version of a computer program of the present embodiment. It should be noted that, the technical solution of the computer program and the technical solutions of the session processing method and the merchant session processing method belong to the same concept, and details of the technical solution of the computer program, which are not described in detail, can be referred to the description of the technical solutions of the session processing method or the merchant session processing method.

The foregoing describes specific embodiments of the present disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

The computer instructions include computer program code that may be in source code form, object code form, executable file or some intermediate form, etc. The computer readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer memory, a Read-only memory (ROM), a random access memory (RAM, randomAccessMemory), an electrical carrier signal, a telecommunication signal, a software distribution medium, and so forth. It should be noted that the content of the computer readable medium can be increased or decreased appropriately according to the requirements of the patent practice, for example, in some areas, according to the patent practice, the computer readable medium does not include an electric carrier signal and a telecommunication signal.

It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of combinations of actions, but it should be understood by those skilled in the art that the embodiments are not limited by the order of actions described, as some steps may be performed in other order or simultaneously according to the embodiments of the present disclosure. Further, those skilled in the art will appreciate that the embodiments described in the specification are all preferred embodiments, and that the acts and modules referred to are not necessarily all required for the embodiments described in the specification.

In the foregoing embodiments, the descriptions of the embodiments are emphasized, and for parts of one embodiment that are not described in detail, reference may be made to the related descriptions of other embodiments.

The preferred embodiments of the present specification disclosed above are merely used to help clarify the present specification. Alternative embodiments are not intended to be exhaustive or to limit the invention to the precise form disclosed. Obviously, many modifications and variations are possible in light of the teaching of the embodiments. The embodiments were chosen and described in order to best explain the principles of the embodiments and the practical application, to thereby enable others skilled in the art to best understand and utilize the invention. This specification is to be limited only by the claims and the full scope and equivalents thereof.

Claims

1. A session processing method, comprising:

determining whether the target session triggers a preset hosting rule according to the session record;

2. The method of claim 1, the converting the session state of the target session to a hosted state, comprising:

3. The method of claim 2, further comprising, after the sending the session hosting request to a server:

4. The method of claim 3, further comprising, after said determining the session state of the target session as an unmanaged state:

and returning to the step of acquiring the session record of the target session under the condition that the updated session content sent by the target user is received.

5. The method of any of claims 1 to 4, the session record comprising a timestamp of the session record;

the determining whether the target session triggers a preset hosting rule according to the session record includes:

determining the non-reply duration of the target session according to the time stamp of the session record;

and under the condition that the no-reply time length reaches a preset time length threshold value, determining whether the target session triggers a preset hosting rule.

6. The method of any of claims 1 to 4, the session record comprising session content of the session record;

7. The method of claim 6, wherein predicting the session result of the target session based on the key information in the session content of the session record comprises:

inputting the session content of the session record into a pre-trained session result prediction model, and obtaining the session result of the target session according to key information in the session content of the session record, wherein the session result prediction model is a neural network model.

8. The method of claim 1, further comprising, after the transitioning the session state of the target session to the hosted state:

and sending the first session content to the target user.

9. The method of claim 8, after the sending the first session content to the target user, further comprising:

generating a third session content according to the preset session generation template;

and sending the third session content to the target user.

10. The method of claim 8, after the sending the first session content to the target user, further comprising:

11. The method according to any one of claims 8 to 10, further comprising, prior to said generating the first session content from the preset session generation template:

Acquiring a preset session generation rule;

12. A merchant session processing method, comprising:

13. A session processing system, the system comprising a management platform and a server, comprising:

the management platform is used for acquiring a session record of a target session under the condition that the target session is established with a target user; determining whether the target session triggers a preset hosting rule according to the session record; if yes, generating a session hosting request, and sending the session hosting request to a server;

the server side is used for receiving a session hosting request sent by the management platform, generating a session hosting instruction according to the session hosting request, and feeding back the session hosting instruction to the management platform;

the management platform is further configured to convert a session state of the target session into a hosting state when receiving a session hosting instruction fed back by the server.

14. A computing device, comprising:

a memory and a processor;

the memory is configured to store computer executable instructions, and the processor is configured to execute the computer executable instructions, which when executed by the processor, implement the steps of the session processing method according to any one of claims 1 to 11.