CN117635161A

CN117635161A - Customer service task processing method and computing equipment

Info

Publication number: CN117635161A
Application number: CN202311476343.0A
Authority: CN
Inventors: 邢龙平
Original assignee: Zhejiang Tmall Technology Co Ltd
Current assignee: Zhejiang Tmall Technology Co Ltd
Priority date: 2023-11-07
Filing date: 2023-11-07
Publication date: 2024-03-01

Abstract

The embodiment of the application provides a customer service task processing method and computing equipment. Responding to a task processing instruction, and splitting a customer service task to be processed into a plurality of subtasks; determining execution sequences of the plurality of subtasks and corresponding execution rules respectively; determining a subtask to be executed currently according to the execution sequence; acquiring target data related to the subtask from the task data of the customer service task, and executing the subtask according to the target data and the execution rule corresponding to the subtask; and feeding back a first processing notification to a user according to the execution results respectively corresponding to the plurality of subtasks. The technical scheme provided by the embodiment of the application improves the processing efficiency and ensures the system performance.

Description

Customer service task processing method and computing equipment

Technical Field

The embodiment of the application relates to the technical field of computers, in particular to a customer service task processing method and computing equipment.

Background

In some online systems that provide objects for users to perform interactive actions, such as e-commerce platforms that provide merchandise purchases, in order to provide users with better interactive experiences, either the object provider or the online system may provide customer service to provide corresponding services to the users by customer service resources, such as pre-sale, in-sale, after-sale, and complaint advice.

In the conventional manner, a service request submitted by a user generates a corresponding customer service task, and then the customer service task is distributed to customer service resources for processing. The customer service end provides a service interface for customer service resources, the service interface generally divides an information display area and a service operation area, task data corresponding to customer service tasks are displayed in the information display area, corresponding service processing controls are displayed in the service operation area, the customer service resources give processing results by checking relevant data of the information display area, the processing results can be filled in the service processing controls according to human brain experience, the processing results are submitted to the service end, and the service end feeds back to a user based on the processing results.

As can be seen from the above description, the existing customer service task processing mode needs to rely on manual experience to search and check data, and then combines with the personal brain knowledge to process, so that the processing efficiency is low, the man-machine interaction times are more, and the system performance is affected.

Disclosure of Invention

The embodiment of the application provides a customer service task processing method and computing equipment, which are used for solving the technical problems of lower processing efficiency and influence on system performance in the prior art.

In a first aspect, an embodiment of the present application provides a customer service task processing method, including:

responding to a task processing instruction, and splitting a customer service task to be processed into a plurality of subtasks;

determining execution sequences of the plurality of subtasks and corresponding execution rules respectively;

determining a subtask to be executed currently according to the execution sequence;

acquiring target data related to the subtask from the task data of the customer service task, and executing the subtask according to the target data and the execution rule corresponding to the subtask;

and feeding back a first processing notification to a user according to the execution results respectively corresponding to the plurality of subtasks.

In a second aspect, an embodiment of the present application provides a customer service task processing method, including:

providing a first area and a second area on a service interface;

displaying result prompt information of a customer service task to be processed in the first area; the result prompt information is sent according to execution results respectively corresponding to a plurality of subtasks divided by the customer service task; the plurality of subtasks are respectively corresponding to an execution rule; the plurality of subtasks are executed in execution order; the subtasks to be executed currently are used for acquiring target data related to the subtasks from the task data of the customer service tasks, and executing according to the target data and the execution rules corresponding to the subtasks;

Displaying task data of the customer service task in the second area;

and responding to the confirmation operation aiming at the result prompt information, sending a confirmation request to a server side so that the server side can feed back a first processing notice to a user in combination with the execution results of the plurality of subtasks.

In a third aspect, embodiments of the present application provide a computing device, including a processing component and a storage component;

the storage component stores one or more computer instructions; the one or more computer instructions are configured to be invoked by the processing component to implement the customer service task processing method as described in the first aspect above or to implement the customer service task processing method as described in the second aspect above.

In a fourth aspect, in an embodiment of the present application, there is provided a computer readable storage medium storing a computer program, where the computer program is executed by a computer to implement a customer service task processing method as described in the first aspect or implement a customer service task processing method as described in the second aspect.

In the embodiment of the application, the customer service task to be processed is split into the plurality of sub-tasks to form the task pipeline, and then the execution sequence of the plurality of sub-tasks and the execution rules corresponding to the sub-tasks are determined, so that the sub-tasks to be executed currently can be determined according to the execution sequence, the target data related to the sub-tasks are acquired from the task data of the customer service task, the sub-tasks are executed according to the target data and the execution rules corresponding to the sub-tasks, and then the first processing notification is fed back to the user according to the execution results corresponding to the plurality of sub-tasks.

These and other aspects of the present application will be more readily apparent from the following description of the embodiments.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, a brief description will be given below of the drawings that are needed in the embodiments or the prior art descriptions, and it is obvious that the drawings in the following description are some embodiments of the present application, and that other drawings can be obtained according to these drawings without inventive effort for a person skilled in the art.

FIG. 1 is a schematic diagram illustrating one embodiment of an information handling system provided herein;

FIG. 2 is a flow chart illustrating one embodiment of a customer service task processing method provided herein;

FIG. 3 is a flowchart of another embodiment of a customer service task processing method provided in the present application;

FIG. 4 shows a schematic view of scene interaction in a practical application according to an embodiment of the present application;

FIG. 5 is a schematic diagram showing an interface display of an embodiment of the present application in a practical application;

FIG. 6 is a schematic diagram of a system architecture of an embodiment of the present application in one practical application;

FIG. 7 is a schematic structural view of an embodiment of a customer service task processing device provided in the present application;

FIG. 8 is a schematic structural view of a customer service task processing device according to another embodiment of the present application;

FIG. 9 illustrates a schematic diagram of one embodiment of a computing device provided herein.

Detailed Description

In order to enable those skilled in the art to better understand the present application, the following description will make clear and complete descriptions of the technical solutions in the embodiments of the present application with reference to the accompanying drawings in the embodiments of the present application.

In some of the flows described in the specification and claims of this application and in the foregoing figures, a number of operations are included that occur in a particular order, but it should be understood that the operations may be performed in other than the order in which they occur or in parallel, that the order of operations such as 101, 102, etc. is merely for distinguishing between the various operations, and that the order of execution is not by itself represented by any order of execution. In addition, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first" and "second" herein are used to distinguish different messages, devices, modules, etc., and do not represent a sequence, and are not limited to the "first" and the "second" being different types.

The technical scheme of the embodiment of the application can be applied to a customer service scene, wherein in the customer service scene, a service request submitted by a user can generate a corresponding customer service task, and then the customer service task is distributed to customer service resources for processing. In the embodiment of the application, the customer service resource may refer to a human resource such as a manual customer service.

As can be seen from the description of the background technology, the existing customer service task processing mode needs to rely on manual experience to search and check data, and then combines the personal brain knowledge to process, so that the processing efficiency is low, the man-machine interaction times are more, and the system performance is affected. And because the customer service resources are relied on for manual experience to process, the cognitive level difference of different customer service resources is larger, so that the problem of inconsistent service exists, different processing results can be produced when the customer service tasks of the same service type are processed by different customer service resources, and because the customer service tasks are relied on for manual experience, the processing steps are long, the service threshold is high, and the manual requirement is higher, so that the service cost is higher.

In order to solve the problems of the existing customer service task processing mode, the inventor provides a technical scheme of the embodiment of the application through a series of researches, and through the technical scheme of the embodiment of the application, the automatic process of the flow is realized, the proportion of the automatic process of the task is improved by means of intelligent algorithms such as rules and the like, so that the processing efficiency is improved, the system performance is ensured, the processing consistency of the customer service tasks of the same customer service type is ensured, the manual service cost is reduced, and the processing cost is reduced.

The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are only some, but not all, of the embodiments of the present application. All other embodiments, which can be made by those skilled in the art based on the embodiments herein without making any inventive effort, are intended to be within the scope of the present application.

It should be noted that, in the embodiments of the present application, the use of user data may be involved, and in practical applications, user specific personal data may be used in the schemes described herein within the scope allowed by applicable legal regulations in the country where the applicable legal regulations are met (for example, the user explicitly agrees to the user to actually notify the user, etc.).

It should be noted that, the user information (including but not limited to user equipment information, user personal information, etc.) and the data (including but not limited to data for analysis, stored data, presented data, etc.) related to the present application are information and data authorized by the user or fully authorized by each party, and the collection, use and processing of the related data need to comply with the related laws and regulations and standards of the related country and region, and provide corresponding operation entries for the user to select authorization or rejection.

It should be noted that, the technical solution of the embodiment of the present application is applicable to a network virtual environment, where the described user, customer service resource, commodity provider and the like are generally referred to as "virtual user", and the real user may register a user account in a server through a registration manner, so as to obtain a user identity in the network environment and the like.

The technical solution of the embodiment of the present application may be applied to an information processing system shown in fig. 1, where the information processing system may include a server 101 and a customer service 102, and may further include a first client 103 and a second client 104. The customer service 102 corresponds to a customer service resource, the first client 103 corresponds to a user, i.e. a consumer, and the second client corresponds to an object provider, such as a merchant in an e-commerce scenario.

The customer service end 102, the first client 103, and the second client 104 may respectively establish a connection with the service end 101 through a network, where the network may include various connection types, such as a wired, wireless communication link, or an optical fiber cable.

The customer service 102, the first client 103, and the second client 104 may be a browser, an APP (Application), or a web Application such as an H5 (HyperText Markup Language, 5 th edition of hypertext markup language) Application, or a light Application (also called applet, a lightweight Application) or a cloud Application, etc., where the first client or the second client may be deployed in an electronic device, and needs to run depending on the device or some APPs in the device, etc. The electronic device may for example have an electronic display screen and support information browsing etc. as may be a personal mobile terminal such as a mobile phone, tablet, personal computer, desktop computer, smart phone, smart watch etc. Various other types of applications are typically deployed in electronic devices, such as human-machine conversation type applications, model training type applications, text processing type applications, web browser applications, shopping type applications, search type applications, instant messaging tools, mailbox clients, social platform software, and the like, which typically may include at least one processing component and at least one storage component. The electronic device may also include basic configurations such as a network card chip, an IO bus, an audio/video component, and the like, which is not limited in this application. Optionally, depending on the electronic device implementation, some peripheral devices may be included, such as a keyboard, mouse, stylus, printer, etc., which is not limiting in this application.

The server may include servers that provide various services, such as servers that provide instant messaging, servers that provide audio-video communications, proxy servers that provide gateway services, and the like.

It should be noted that, the server may be implemented as a distributed server cluster formed by a plurality of servers, or may be implemented as a single server. The server may also be a server of a distributed system or a server that incorporates a blockchain. The server may also be a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (Content Delivery Network, CDN), and basic cloud computing services such as big data and artificial intelligence platforms, or an intelligent cloud computing server or intelligent cloud host with artificial intelligence technology.

It should be understood that the number of clients, and servers in fig. 1 is merely illustrative. Any number of customer service terminals, clients and service terminals may be provided according to implementation requirements.

Implementation details of the technical solutions of the embodiments of the present application are set forth in detail below.

Fig. 2 is a flowchart of one embodiment of a customer service task processing method provided in the embodiment of the present application, where the technical solution of the present embodiment may be executed by a server or a customer service side, and the method may include the following steps:

201: and responding to the task processing instruction, and splitting the customer service task to be processed into a plurality of subtasks.

The task processing instruction may be generated periodically, and the customer service task to be processed may refer to any customer service task that is not processed yet.

In addition, as another alternative, in the case that the embodiment is executed by the server, the task selection prompt information may be sent to the customer service side; based on a task selection request sent by a customer service end, determining a customer service task to be processed, and generating a task processing instruction aiming at the customer service task.

The task selection prompt information may include prompt information and selection controls corresponding to a plurality of unprocessed customer service tasks, and the task selection request may be generated by a task selection operation triggered by any one of the selection controls.

The customer service side can display the task selection prompt information in the service interface, sense task selection operation so as to generate a task selection request and send the task selection request to the service side. The server side can determine the selected customer service task to be processed according to the task selection request.

As a further alternative, since the customer service task is generated based on the customer service application triggered by the user, it may be that, in the case of receiving the customer service application submitted by the user, a customer service task to be processed is generated, and a task processing instruction for the customer service task is generated.

Because various customer service types exist in the actual application, the service types can be divided into a pre-sales service task, a middle-sales service task and an after-sales service task according to the application time; for example, the service content can be divided into complaint service tasks, dispute service tasks, complaint service tasks and the like; and for example, the service tasks can be divided into online service tasks, offline service tasks and the like according to the aging requirements. In the embodiment of the application, the customer service task can be split into a plurality of subtasks according to the division mode corresponding to the customer service type of the customer service task. The dividing modes corresponding to different customer service types can be preset, and the service process of the customer service task can be functionally disassembled, so that the customer service task can be divided into multiple sub-processes, and each sub-process corresponds to one sub-task.

The following explanation is made with the customer service task as an after-sales service task initiated for an order, where the after-sales service task may refer to a complaint service task, a dispute service task, a complaint service task, etc., and according to a service process of the after-sales service task, the after-sales service task may be split into, for example: the after-sales service tasks can be further refined into a plurality of subtasks such as appeal confirmation, credential auditing, judgment and the like by combining with actual service requirements: a plurality of subtasks such as resort validation, credential collection, credential auditing, negotiations, decisions, revocation, and completion. Therefore, the purpose of conveniently expanding the service content can be further achieved through the embodiment of the application. Wherein the appeal confirmation is used for confirming the service appeal of the customer service application, the customer can submit initial appeal such as 'merchant not shipping' or 'lack of stock' when submitting the customer service application, because of the user cognitive differences, etc., the initial appeal is not necessarily accurate, the appeal confirmation stage can determine the actual appeal, i.e., the target appeal, based on the initial appeal and the related task data; the voucher collection is used for collecting vouchers corresponding to service requirements, a user submits customer service applications and can submit initial vouchers, such as order screenshot, logistics state screenshot and the like, and the submitted vouchers can be incomplete, so that the voucher collection stage can be completed by combining target requirements, related task data and the like; the certificate auditing is used for auditing the certificate to determine whether the certificate is accurate or not and the like; the negotiation is used for combining the requirements, the certificates and the like to determine whether the user and the merchant are required to carry out negotiation processing, if the negotiation is possible, a cancellation subtask can be executed, and the cancellation is used for canceling the task and the like; if the negotiation is impossible, a judgment subtask can be executed, the judgment is used for combining the target requirements, the certificates, the related task numbers and the like, and a final processing result is made, if the judgment is established, the merchant is correspondingly penalized or is informed of executing corresponding remedial operation or is not established, and a user is informed of the judgment result and the like; the completion means that the customer service task can be correspondingly processed under the condition that the customer service task is not processed in a designated time, such as canceling the customer service task or designating expert personnel to process the customer service task. It should be noted that, here, only a split manner of a possible customer service task of a customer service type is illustrated, and the application is not limited thereto.

202: and determining execution sequences of the plurality of subtasks and corresponding execution rules respectively.

The subtasks split by the customer service task form a task pipeline, an execution sequence is arranged among the subtasks, such as the subtasks split by the after-sales service task, firstly, the complaint confirmation is executed, then the credential collection is executed, then the credential auditing is executed, then the negotiation is executed, after the negotiation, the judgment or the revocation can be executed, and after the judgment or the revocation, the completion can be executed.

Each subtask corresponds to an execution rule, which may be preconfigured.

Alternatively, the execution sequence of the plurality of subtasks and the execution rules respectively corresponding to the subtasks may be determined according to a standard workflow (English: standard Operating Procedure, abbreviation: SOP) corresponding to the customer service task. The SOP is formulated to be a task processing flow, the processing flow of customer service tasks and each subtask, the related parameter types, evaluation conditions and corresponding execution modes can be defined in the SOP, and forms, cards and other controls possibly related in display or processing can be processed uniformly through standard operation flows, so that the problem of inconsistent processing is avoided.

203: and determining the subtasks to be currently executed according to the execution sequence.

According to the execution sequence, the subtask to be executed currently can be determined, optionally, the subtask to be executed currently can be determined by combining the execution sequence with the execution result of the previous subtask, for example, when the negotiation subtask determines that negotiation is needed, the cancellation subtask can be executed, and if negotiation is not needed, the judgment subtask can be executed.

204: and acquiring target data related to the subtask from the task data of the customer service task, and executing the subtask according to the target data and the execution rule corresponding to the subtask.

Wherein execution rules for each subtask may be defined at the SOP. And the execution rule may define the parameter type and the like involved in each sub-task. The parameter type may be used to determine the target data to which the subtask relates.

The target data of the customer service task may relate to related data of a user, an object provider and the like, such as object related information, chat records, messages and the like, and in the case that the customer service task is an after-sales service task initiated for an order, the order may be generated based on a transaction request for a commodity, and the task data may include commodity related information, logistics related information, transaction related information and the like.

The task data related to each subtask may be different, in the conventional manner, a user needs to manually screen from a large amount of task data, but in the embodiment of the present application, the target data corresponding to the subtask may be obtained from the task data according to the parameter type defined in the execution rule, so that the subtask may be executed by using the target data according to the execution rule.

Optionally, the execution rule may further define an evaluation condition and an execution manner corresponding to the subtask, so that the executing the subtask according to the execution rule corresponding to the subtask according to the target data may be: and judging the matched target evaluation conditions by combining the target data, and executing the subtasks according to the execution mode corresponding to the target evaluation conditions to obtain an execution result. For example, the execution mode corresponding to the evaluation condition may be that the target appeal configured by the subtask for the evaluation condition is determined under the condition that the evaluation condition is met.

As another alternative, an identification model may be defined in the execution rule, so that executing the subtask according to the execution rule corresponding to the subtask according to the target data may be: the target data is input into the execution model to obtain an execution result. The execution model can be obtained by training in advance by adopting a machine learning model; for example, for a complaint confirmation subtask, the matched target complaint can be directly obtained by inputting the target data into the execution model.

205: and feeding back a first processing notification to the user according to the execution results respectively corresponding to the plurality of subtasks.

The first processing notification may be used to notify the user that the submitted customer service application has been processed, and may notify the user of the processing result, etc.

Optionally, because there is an execution sequence among the plurality of subtasks to form a task pipeline, and the execution result of the last executed subtask is the final processing result of the customer service task, the first processing notification may be fed back to the user specifically according to the execution result of the last executed subtask in the plurality of subtasks.

The execution result of the last executed subtask is the final processing result of the customer service task, and the first processing notification can include the processing result.

Optionally, the first processing notification may be generated by using a large language model according to the execution result of the last executed subtask and the relevant information of the user, so that the first processing notification may conform to a natural language rule, conform to user preferences, and the like. The user-related information may include, for example, user basic attributes and the like, and may also include user preference information and the like. The first process notification may be in text form.

In the embodiment, the task automation processing is realized, the proportion of the task automation processing is improved by means of intelligent algorithms such as execution rules, so that the processing efficiency is improved, the system performance is ensured, the processing consistency of customer service tasks with the same customer service type is ensured, the manual service cost is reduced, and the processing cost is reduced.

In addition, to further improve processing accuracy, etc., in some embodiments, feeding back the first processing notification to the user according to the execution results of the plurality of subtasks may include:

according to the execution results respectively corresponding to the plurality of subtasks, sending result prompt information to a customer service end; and responding to a confirmation request sent by the customer service side, and feeding back a first processing notice to the user according to execution results respectively corresponding to the plurality of subtasks.

The result prompt information can be used for prompting the execution result of each subtask so as to facilitate the confirmation of customer service resources and the like, and the customer service side can send a confirmation request to the server side in response to the result confirmation operation of the customer service resources, so that the server side can feed back a first processing notification to the user.

The result prompt information may include a confirmation control corresponding to the execution result of each subtask, and the customer service resource may execute a result confirmation operation for the execution result of each subtask one by one so as to trigger a confirmation request; therefore, when the confirmation request corresponding to each of the plurality of sub-tasks is received, the first processing notification may be fed back to the user according to the execution result corresponding to each of the plurality of sub-tasks.

Of course, the result prompt information may also include a confirmation control corresponding to the customer service task, and the customer service resource may execute a result confirmation operation on the confirmation control corresponding to the customer service task after browsing the execution result confirmation of the multiple sub-tasks without errors, so as to trigger the confirmation request.

In some embodiments, the method may further comprise:

updating the execution result in response to an update request aiming at any execution result sent by the customer service side;

that is, the execution results of at least some of the plurality of subtasks may support updating, etc., and the customer service resource may reprocess the subtasks to update the execution results.

Furthermore, since there are dependencies among the plurality of subtasks, one subtask may need to be executed depending on the execution result of the previous subtask, the method may further include: and updating the execution result corresponding to the subtask depending on the execution result according to the updated execution result.

Optionally, the updating the execution result corresponding to the subtask that depends on the execution result according to the updated execution result may be: determining a subtask depending on the execution result according to the updated execution result; and re-executing the subtask according to the target data related to the subtask and the execution result and the execution rule corresponding to the subtask.

In the conventional manner, customer service resources are required to process customer service tasks by searching and screening task data, and in the embodiment of the application, in order to facilitate a user to confirm an execution result, target data related to the execution result can be specially displayed in a customer service end when any execution result is checked. The service interface provided by the customer service end may include a first area and a second area, where the first area is used to display result prompt information, the second area is used to display task data, and the specific display of the target data may be to set a specific mark for the target data in the task data, or may be to switch to display only the target data in the second area, so in some embodiments, the method may further include:

generating result prompt information according to execution results respectively corresponding to the plurality of subtasks;

the result prompt information is used for displaying a first area in a service interface provided by the customer service end; and when the execution result of any sub-task is selected, switching and displaying the target data related to the sub-task in a second area of the service interface.

The initial content of the task data may be displayed by default in the second area, and when the execution result of any one of the subtasks is selected, the display of only the target data may be switched to the second area.

From the above description, it may be that only a part of the plurality of subtasks need to be validated by the customer service resource, and thus, in some embodiments, the method may further include:

under the condition that any subtask has a confirmation requirement, combining an execution result of the subtask and related target data to generate guiding prompt information; and generating result prompt information according to the execution results and the guide prompt information corresponding to the plurality of subtasks.

The subtasks with the confirmation requirements can be preconfigured and added into the task set, so that whether the subtasks have the confirmation requirements can be determined by searching the preconfigured task set with the confirmation requirements.

For subtasks for which there is a confirmation need, corresponding guidance prompt information may be generated.

The result prompt information is used for displaying in a first area in the service interface; and under the condition that the guiding prompt information is selected, prompting whether the customer service resource updates the corresponding execution result, and triggering the switching display of the target data related to the corresponding subtask in the second area of the service interface.

The guiding prompt information may include execution results, corresponding operation controls, and the like. In addition, the guiding prompt information can also comprise a selection control of a plurality of candidate results, and the execution result of the subtask can be updated based on the selected candidate results through the selection operation of the plurality of candidate results.

From the above description, it is appreciated that the customer service tasks may be generated based on customer service applications of the user, and in one practical application, the customer service tasks are generated based on customer service applications initiated for orders. The order may be generated based on a transaction request for any one of the objects, where the customer service task often involves a user and an object provider, and the processing result of the customer service task may require the object provider to perform a corresponding operation, such as a customer service application issued by the user for a dummy shipment, and in the case that the decision is true, a penalty needs to be applied to the object provider, for example, a penalty or a transaction is prohibited for a certain period of time, so in some embodiments, the method may further include:

and feeding back a second processing notification to the object provider according to the execution results of the plurality of subtasks.

Alternatively, the second processing notification may be fed back to the object provider according to the execution result of the last sub-task executed from the plurality of sub-tasks.

The execution result of the last executed subtask is the final processing result of the customer service task, and the second processing notification can include the processing result.

The second processing notification can be generated by using a large language model according to the execution result of the last executed subtask and the related information of the object provider, so that the second processing notification can conform to the natural language rule and the preference of the object provider. The related information of the object provider may include, for example, basic attributes and the like, and may also include preference information and the like.

In addition, in some embodiments, after sending the result prompt information to the customer service end, if the customer service resource is not satisfied with the processing result of the customer service task, the cancellation request may also be submitted, so the method may further include:

responding to a cancel request sent by a customer service end, and sending processing prompt information corresponding to a customer service task to the customer service end; the customer service end displays the processing prompt information in a first area in a service interface and displays task data of the customer service task in a second area;

obtaining a processing result of customer service resource input; the processing result is generated in response to the input operation of the customer service resource;

and feeding back a third processing notification to the user according to the processing result.

That is, if the cancellation request sent by the customer service end is received, the processing prompt information corresponding to the customer service task may be sent to the customer service end in a conventional manner, where the first area of the service interface is used to display the processing prompt information, and the second area is used to display task data of the customer service task, and customer service resources may perform manual operation in combination with the task data to input a final processing result. The processing result, that is, the processing result of the customer service task, may feed back a third processing notification to the user based on the processing result.

Further, according to the processing result, a fourth processing notification or the like may also be fed back to the object provider.

Fig. 3 is a flowchart of another embodiment of a customer service task processing method provided in the embodiment of the present application, where the technical solution of the present embodiment may be executed by a customer service end, and the method may include the following steps:

301: and providing a first area and a second area on the service interface.

The server interface may be divided into a first area and a second area in a transverse or longitudinal manner, and of course, the first area and the second area may also be provided in a manner of using the server interface.

302: and displaying result prompt information of the customer service task to be processed in the first area.

The result prompt information is sent according to execution results respectively corresponding to a plurality of subtasks divided by the customer service task, the subtasks respectively correspond to execution rules, the subtasks are executed according to an execution sequence, the subtasks to be executed at present are used for acquiring target data related to the subtasks from task data of the customer service task, and the target data are executed according to the execution rules corresponding to the subtasks.

303: and displaying task data of the customer service task in the second area.

The second area can display part of the task data, and the data of different parts in the task data can be switched and displayed in a page scrolling mode or a label switching mode and the like.

304: and responding to the confirmation operation aiming at the result prompt information, sending a confirmation request to the server side so that the server side can combine the execution results of the plurality of subtasks and feed back a first processing notification to the user.

In this embodiment, the customer service resource only needs to execute a simple confirmation operation, and realizes the automatic processing of the customer service task in a man-machine cooperative manner, and by means of intelligent algorithms such as execution rules, the ratio of the automatic processing of the task can be improved, so that the processing efficiency is improved, the system performance is ensured, the processing consistency of the customer service tasks of the same customer service type is ensured, the manual service cost is reduced, and the processing cost is reduced.

In some embodiments, the displaying, in the second area, task data corresponding to the customer service task may include:

and responding to the selection operation aiming at any execution result, and switching and displaying the target data related to the corresponding subtask in the second area.

Therefore, customer service resources can be conveniently and intuitively checked for target data, manual screening operation from a large amount of data is omitted, and the processing efficiency is improved.

In some embodiments, the method may further comprise:

and responding to the updating operation aiming at the execution result, sending an updating request to the server side so that the server side can update the execution result of the corresponding subtask, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

The customer service resource can update the execution result of a certain subtask, and the original update result can be updated by re-inputting a new execution result by combining the target data.

In addition, in some embodiments, the result prompt information may include guide prompt information corresponding to at least some tasks respectively; the displaying, in the second area, task data corresponding to the customer service task may be:

responding to the selection operation aiming at any guiding prompt information, and switching and displaying target data related to the corresponding subtask in the second area;

and responding to the updating operation aiming at the guiding prompt information, sending an updating request to the server side so as to update the execution result of the corresponding subtask by the server side, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

The guiding prompt information can be generated in combination with the execution result of the subtask and the related target data, and can be used for prompting the execution result and the parameter type of the target data.

In addition, in order to further facilitate the operation, the guiding prompt information may include a selection control of a plurality of candidate results, and in response to the updating operation for the guiding prompt information, the sending of the updating request to the server may be in response to the selection operation triggered for any one of the candidate results, and the sending of the updating request including the selected candidate result to the server may be in response to the selection operation triggered for the candidate result, so that the server may update the execution result of the corresponding subtask with the more selected candidate result.

In some embodiments, the method may further comprise:

displaying task selection prompt information corresponding to a plurality of customer service tasks in the service interface; and responding to the task selection operation, sending a task selection request to a server side so that the server side can determine the customer service task to be processed and generate a task processing instruction aiming at the customer service task, thereby realizing the processing of the customer service task in response to the task processing instruction.

In some embodiments, the method may further comprise:

displaying the replay prompt information in a service interface; responding to triggering operation aiming at the replay prompt information, and sending a cancellation request to a server; displaying processing prompt information in the service interface; responding to the input operation of customer service resources for the processing prompt information, and determining a processing result; and sending the processing result to the server side so that the server side feeds back a second processing notice to the user according to the processing result.

That is, if the customer service resource is unsatisfactory to the processing result of the customer service task, a manual processing mode can be adopted to provide the processing result, so that the server side can feed back a second processing notification and the like to the user according to the processing result.

In one practical application, the technical scheme of the embodiment of the application can be applied to an e-commerce scenario, in which the object provider, that is, the merchant, generates an order based on a transaction request for goods provided by the merchant. After the user places an order and generates an order, a trade company and the user form a performance relationship, the trade company needs to distribute goods to the user on schedule, the trade company may not send goods for a long time or the trade company and the user communicate to generate contradiction and other after-sales problems, the user can request customer service resources to assist in processing through submitting the customer service application, and customer service tasks can be generated based on the customer service application. In order to facilitate understanding, taking an e-commerce scenario as an example, a technical solution of an application embodiment is introduced by combining a scenario diagram shown in fig. 4 with an interface diagram shown in fig. 5, as shown in fig. 5, a user may submit a customer service application to a server 101 through a first client 103, the server 101 may generate a customer service task based on the customer service application, and for the customer service task, the server 101 may generate a task processing instruction, so that the customer service task is the customer service task to be processed. Of course, the server 101 may also periodically generate a task processing instruction, so as to fetch an unprocessed customer service task as a customer service task to be processed, and of course, the server 101 may also send task selection prompt information corresponding to the unprocessed customer service task to the customer service 102, so that the customer service task to be processed can be determined based on the selection of the customer service personnel, and a task processing instruction can be generated. Then, the server 101 may split the customer service task to be processed into a plurality of subtasks in response to the task processing instruction; determining execution sequences of the plurality of subtasks and corresponding execution rules respectively; determining a subtask to be executed currently according to the execution sequence; acquiring target data related to the subtask from the task data of the customer service task, and executing the subtask according to the target data and the execution rule corresponding to the subtask; according to the execution results respectively corresponding to the plurality of sub-tasks, the client 102 may send result prompt information to the client 102, as shown in fig. 5, the client 102 may provide a first area 501 and a second area 502 in the server interface 500, where the first area 501 is used to display the result prompt information, and the client 102 may switch and display the target data 503 related to the corresponding sub-task in the second area 502 in response to a selection operation of any execution result, so as to implement data linkage display. The customer service personnel can send a confirmation request to the server side 101 through the customer service side 102, and the server side responds to the confirmation request sent by the customer service side 102 and can send a first processing notice to the first client side 103 according to execution results respectively corresponding to a plurality of subtasks so as to feed back processing results and the like to the user; in addition, according to the execution results of the plurality of sub-tasks, a second processing notification may be sent to the second client 104, so as to feed back the processing result to the merchant.

Currently, the customer service personnel can modify the execution result of any task through the customer service end 102, and can also reprocess the customer service task by adopting a manual processing mode and input the processing result.

In addition, the service end 101 in the embodiment of the present application may be implemented by using a system architecture as shown in fig. 6, and the service end may be configured to perform operations such as flow driving, task scheduling, task execution and the like by an automation execution engine of an execution layer according to an SOP, so as to sequentially implement the purpose of executing each subtask.

As shown in fig. 7, the interface layout manner of the customer service end 102-may be that the first area 501 is a service operation area, and the second area 502 is an information display area. The first area can display the execution result of each subtask, and the corresponding target data is displayed in a linkage manner in the second area under the condition that the execution result of any subtask is selected. The second area can be divided into a plurality of view areas according to actual requirements, and two view areas are taken as an example, the first view area can display some basic information or abstract information and the like, and the second view area can display in a linkage mode and the like based on selection operation of the second area.

It should be noted that the present application is not limited to the above technical implementation.

Fig. 7 is a schematic structural diagram of an embodiment of a customer service task processing device provided in an embodiment of the present application, where the device may include:

the task splitting module 701 is configured to split a customer service task to be processed into a plurality of subtasks in response to a task processing instruction;

a first determining module 702, configured to determine execution sequences of the plurality of subtasks and corresponding execution rules respectively;

a second determining module 703, configured to determine a subtask to be currently executed according to the execution order;

the task execution module 704 is configured to obtain target data related to the subtask from task data of the customer service task, and execute the subtask according to an execution rule corresponding to the subtask according to the target data;

and the result feedback module 705 is configured to feedback a first processing notification to the user according to the execution results respectively corresponding to the plurality of subtasks.

In some embodiments, the result feedback module may specifically send result prompt information to the customer service end according to execution results corresponding to the plurality of subtasks respectively; and responding to a confirmation request sent by the customer service side, and feeding back a first processing notification to a user according to execution results respectively corresponding to the plurality of subtasks.

In some embodiments, the apparatus may further comprise:

the result updating module is used for responding to an updating request aiming at any execution result sent by the customer service side and updating the execution result; and updating the execution result corresponding to the subtask depending on the execution result according to the updated execution result.

In some embodiments, the apparatus may further comprise:

the generating module is used for generating the result prompt information according to the execution results respectively corresponding to the plurality of subtasks; the result prompt information is used for displaying a first area in a service interface provided by the customer service end; and under the condition that the execution result of any subtask is selected, switching and displaying the target data related to the subtask in a second area of the service interface.

In some embodiments, the generating module is further configured to, when a confirmation requirement exists in any one of the subtasks, combine an execution result of the subtask with the related target data, and generate guidance prompt information;

the generating module generates the result prompt information according to the execution results respectively corresponding to the plurality of subtasks, wherein the result prompt information can be: generating result prompt information according to execution results and guide prompt information corresponding to the plurality of subtasks; the result prompt information is used for displaying in a first area in the service interface; and under the condition that the guiding prompt information is selected, prompting whether the customer service resource updates the corresponding execution result, and triggering the switching and displaying of the target data related to the corresponding subtask in the second area of the service interface.

In some embodiments, where the customer service task is an after-sales service task initiated for an order, the plurality of subtasks includes a complaint validation, a credential collection, a credential audit, a negotiation, a decision, a revocation, and a conclusion;

the result feedback module is further used for feeding back a second processing notification to the object provider according to the execution results of the plurality of subtasks.

In some embodiments, the feedback module may further feedback, to the user, a first processing notification according to the execution results of the plurality of subtasks, where the first processing notification may be: and feeding back a first processing notification to a user according to the execution result of the last sub-task executed in the plurality of sub-tasks.

In some embodiments, the apparatus may further comprise:

the first instruction generation module is used for sending task selection prompt information to the customer service side; determining a customer service task to be processed based on a task selection request sent by the customer service terminal, and generating a task processing instruction aiming at the customer service task;

in some embodiments, the apparatus may further comprise:

the second instruction generating module is used for receiving a customer service application submitted by a user, generating a customer service task to be processed and generating a task processing instruction aiming at the customer service task.

In some embodiments, the first determining module may specifically determine an execution sequence of the plurality of subtasks and an execution rule corresponding to the plurality of subtasks respectively according to a standard workflow corresponding to the customer service task.

In some embodiments, the task splitting module may specifically split the customer service task into a plurality of subtasks according to a division manner corresponding to a customer service type of the customer service task.

In some embodiments, the task execution module may specifically execute the subtask according to the execution rule of the subtask in combination with the target data and an execution result of a subtask preceding the subtask.

In some embodiments, the execution rules define parameter types, and evaluation conditions or execution models; the parameter type is used for determining corresponding target data;

the task execution module can specifically judge the met target evaluation condition by combining the target data, and execute the subtasks according to the execution mode corresponding to the target evaluation condition so as to obtain an execution result; or inputting the target data into an execution model to obtain an execution result.

In some embodiments, the apparatus may further include:

The task processing module is used for responding to the cancellation request sent by the customer service end and sending processing prompt information corresponding to the customer service task to the customer service end; the customer service end displays the processing prompt information in a first area in a service interface and displays task data of the customer service task in a second area; obtaining a processing result sent by the customer service end; the processing result is generated in response to the input operation of the customer service resource; and feeding back a third processing notice to the user according to the processing result.

The customer service task processing device shown in fig. 7 may execute the customer service task processing method shown in the embodiment shown in fig. 2, and its implementation principle and technical effects are not repeated. The specific manner in which the respective modules and units of the customer service task processing device in the above embodiment perform operations has been described in detail in the embodiment related to the method, and will not be described in detail herein.

Fig. 8 is a schematic structural diagram of another embodiment of a customer service task processing device provided in an embodiment of the present application, where the device may include:

a providing module 801, configured to provide a first area and a second area on a service interface;

A first display module 802, configured to display, in the first area, result prompt information of a customer service task to be processed; the result prompt information is sent according to execution results respectively corresponding to a plurality of subtasks divided by the customer service task; the plurality of subtasks are respectively corresponding to an execution rule; the plurality of subtasks are executed in execution order; the subtasks to be executed currently are used for acquiring target data related to the subtasks from the task data of the customer service tasks, and executing according to the target data and the execution rules corresponding to the subtasks;

a second display module 803, configured to display task data of the customer service task in the second area;

the task triggering module 804 is configured to send a confirmation request to a server in response to a confirmation operation for the result prompt information, so that the server combines execution results of the multiple subtasks to feed back a first processing notification to a user.

In some embodiments, the second presentation module may specifically switch and present, in response to a selection operation for any execution result, the target data related to the corresponding subtask in the second area; and responding to the updating operation aiming at the execution result, sending an updating request to a server side so that the server side can update the execution result of the corresponding subtask, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

In some embodiments, the result prompt information includes guide prompt information corresponding to at least some tasks respectively;

the second display module may specifically switch and display, in the second area, target data related to the corresponding subtask in response to a selection operation for any guiding prompt information; and responding to the updating operation aiming at the guiding prompt information, sending an updating request to a server side so as to update the execution result of the corresponding subtask by the server side, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

In some embodiments, the apparatus may further comprise:

the third display module is used for displaying task selection prompt information corresponding to the plurality of customer service tasks in the service interface; and responding to the task selection operation, and sending a task selection request to a server side so that the server side can determine the customer service task to be processed.

In some embodiments, the apparatus may further comprise:

the fourth display module is used for displaying the replay prompt information in the service interface; responding to the triggering operation aiming at the replay prompt information, and sending a cancellation request to a server; displaying processing prompt information in the service interface; responding to the input operation of customer service resources for the processing prompt information, and determining a processing result; and sending the processing result to the server side so that the server side feeds back a second processing notification to a user according to the processing result.

The customer service task processing device shown in fig. 8 may execute the customer service task processing method shown in the embodiment shown in fig. 3, and its implementation principle and technical effects are not repeated. The specific manner in which the respective modules and units of the customer service task processing device in the above embodiment perform operations has been described in detail in the embodiment related to the method, and will not be described in detail herein.

Embodiments of the present application also provide a computing device, as shown in fig. 9, which may include a storage component 901 and a processing component 902;

the storage component 901 stores one or more computer instructions, where the one or more computer instructions are called by the processing component 902 to implement a customer service task processing method according to the embodiment shown in fig. 2 or a customer service task processing method according to the embodiment shown in fig. 3.

Of course, the computing device may necessarily include other components as well, such as input/output interfaces, display components, communication components, and the like. In the case where the processing component in the computing device is configured to implement the customer service task processing method as shown in fig. 3, the computing device may further include a display component to perform a corresponding display operation.

The input/output interface provides an interface between the processing component and a peripheral interface module, which may be an output device, an input device, etc. The communication component is configured to facilitate wired or wireless communication between the computing device and other devices, and the like.

Wherein the processing component may include one or more processors to execute computer instructions to perform all or part of the steps of the methods described above. Of course, the processing component may also be implemented as one or more Application Specific Integrated Circuits (ASICs), digital Signal Processors (DSPs), digital Signal Processing Devices (DSPDs), programmable Logic Devices (PLDs), field Programmable Gate Arrays (FPGAs), controllers, microcontrollers, microprocessors or other electronic elements for executing the methods described above.

The storage component is configured to store various types of data to support operations at the terminal. The memory component may be implemented by any type or combination of volatile or nonvolatile memory devices such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disk.

The display component may be an Electroluminescent (EL) element, a liquid crystal display or a micro display having a similar structure, or a retina-directly displayable or similar laser scanning type display.

It should be noted that, in the case where the above-mentioned computing device implements the customer service task processing method described in the embodiment shown in fig. 2, the method may be an elastic computing host provided by a physical device or a cloud computing platform. It may be implemented as a distributed cluster of multiple servers or terminal devices, or as a single server or single terminal device.

In the case where the computing device implements the customer service task processing described in the embodiment shown in fig. 3, the computing device may be specifically implemented as an electronic device, where the electronic device may be a device that is used by a user and has functions of computing, surfing the internet, communication, and the like, and may be, for example, a mobile phone, a tablet computer, a personal computer, a wearable device, and the like.

The embodiment of the application also provides a computer readable storage medium, and a computer program is stored, and when the computer program is executed by a computer, the method for processing the customer service task in the embodiment shown in fig. 2 or the customer service task in the embodiment shown in fig. 3 can be realized. The computer-readable medium may be contained in the electronic device described in the above embodiment; or may exist alone without being incorporated into the electronic device.

Embodiments of the present application also provide a computer program product, which includes a computer program loaded on a computer readable storage medium, where the computer program can implement the customer service task processing according to the embodiment shown in fig. 2 or the customer service task processing according to the embodiment shown in fig. 3 when the computer program is executed by a computer. In such embodiments, the computer program may be downloaded and installed from a network, and/or installed from a removable medium. The computer program, when executed by a processor, performs the various functions defined in the system of the present application.

It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, which are not repeated herein.

The apparatus embodiments described above are merely illustrative, wherein the elements illustrated as separate elements may or may not be physically separate, and the elements shown as elements may or may not be physical elements, may be located in one place, or may be distributed over a plurality of network elements. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment. Those of ordinary skill in the art will understand and implement the present invention without undue burden.

From the above description of the embodiments, it will be apparent to those skilled in the art that the embodiments may be implemented by means of software plus necessary general hardware platforms, or of course may be implemented by means of hardware. Based on this understanding, the foregoing technical solution may be embodied essentially or in a part contributing to the prior art in the form of a software product, which may be stored in a computer readable storage medium, such as ROM/RAM, a magnetic disk, an optical disk, etc., including several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the method described in the respective embodiments or some parts of the embodiments.

Finally, it should be noted that: the above embodiments are only for illustrating the technical solution of the present application, and are not limiting thereof; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the corresponding technical solutions.

Claims

1. The customer service task processing method is characterized by comprising the following steps of:

2. The method of claim 1, wherein feeding back a first processing notification to a user based on the execution results of the plurality of subtasks comprises:

sending result prompt information to a customer service side according to execution results respectively corresponding to the plurality of subtasks;

and responding to a confirmation request sent by the customer service side, and feeding back a first processing notification to a user according to execution results respectively corresponding to the plurality of subtasks.

3. The method as recited in claim 2, further comprising:

responding to an update request for any execution result sent by the customer service side, and updating the execution result;

And updating the execution result corresponding to the subtask depending on the execution result according to the updated execution result.

4. A method according to claim 3, further comprising:

generating the result prompt information according to the execution results respectively corresponding to the plurality of subtasks; the result prompt information is used for displaying a first area in a service interface provided by the customer service end; and under the condition that the execution result of any subtask is selected, switching and displaying the target data related to the subtask in a second area of the service interface.

5. The method as recited in claim 4, further comprising:

under the condition that any subtask has a confirmation requirement, combining an execution result of the subtask and related target data to generate guiding prompt information;

the generating the result prompt information according to the execution results respectively corresponding to the plurality of subtasks comprises:

generating result prompt information according to execution results and guide prompt information corresponding to the plurality of subtasks; the result prompt information is used for displaying in a first area in the service interface; and under the condition that the guiding prompt information is selected, prompting whether the customer service resource updates the corresponding execution result, and triggering the switching and displaying of the target data related to the corresponding subtask in the second area of the service interface.

6. The method of claim 1, wherein in the case where the customer service task is an after-sales service task initiated for an order, the plurality of subtasks includes a complaint validation, a credential collection, a credential audit, a negotiation, a decision, a revocation, and a conclusion;

the method further comprises the steps of:

7. The method of claim 1, wherein feeding back a first processing notification to a user based on the execution results of the plurality of subtasks comprises:

and feeding back a first processing notification to a user according to the execution result of the last sub-task executed in the plurality of sub-tasks.

8. The method as recited in claim 1, further comprising:

sending task selection prompt information to a customer service end; determining a customer service task to be processed based on a task selection request sent by the customer service terminal, and generating a task processing instruction aiming at the customer service task;

or receiving a customer service application submitted by a user, generating a customer service task to be processed, and generating a task processing instruction aiming at the customer service task.

9. The method of claim 1, wherein determining the execution order of the plurality of subtasks and the corresponding execution rules respectively comprises:

And determining the execution sequence of the plurality of subtasks and the corresponding execution rules respectively according to the standard operation flow corresponding to the customer service task.

10. The method of claim 1, wherein splitting the customer service task to be processed into a plurality of subtasks comprises:

and splitting the customer service task into a plurality of subtasks according to a division mode corresponding to the customer service type of the customer service task.

11. The method of claim 1, wherein said executing the subtask according to the execution rules of the subtask based on the target data comprises:

and executing the subtasks according to the execution rules of the subtasks by combining the target data and the execution results of the previous subtasks of the subtasks.

12. The method according to claim 1, wherein the execution rules define parameter types, and evaluation conditions or execution models; the parameter type is used for determining corresponding target data; the executing the subtasks according to the target data and the execution rules corresponding to the subtasks comprises:

judging the met target evaluation conditions by combining the target data, and executing the subtasks according to the execution mode corresponding to the target evaluation conditions to obtain an execution result;

Or inputting the target data into an execution model to obtain an execution result.

13. The method as recited in claim 2, further comprising:

responding to a cancel request sent by the customer service end, and sending processing prompt information corresponding to the customer service task to the customer service end; the customer service end displays the processing prompt information in a first area in a service interface and displays task data of the customer service task in a second area;

obtaining a processing result sent by the customer service end; the processing result is generated in response to the input operation of the customer service resource;

and feeding back a third processing notice to the user according to the processing result.

14. The customer service task processing method is characterized by comprising the following steps of:

providing a first area and a second area on a service interface;

Displaying task data of the customer service task in the second area;

15. The method of claim 14, wherein the displaying task data corresponding to the customer service task in the second area includes:

responding to a selection operation aiming at any execution result, and switching and displaying target data related to a corresponding subtask in the second area;

and responding to the updating operation aiming at the execution result, sending an updating request to a server side so that the server side can update the execution result of the corresponding subtask, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

16. The method of claim 14, wherein the result prompt information includes guidance prompt information corresponding to at least some tasks, respectively; the displaying the task data corresponding to the customer service task in the second area includes:

And responding to the updating operation aiming at the guiding prompt information, sending an updating request to a server side so as to update the execution result of the corresponding subtask by the server side, and updating the execution result of the subtask depending on the execution result based on the updated execution result.

17. The method as recited in claim 14, further comprising:

displaying task selection prompt information corresponding to a plurality of customer service tasks in the service interface;

and responding to the task selection operation, and sending a task selection request to a server side so that the server side can determine the customer service task to be processed.

18. The method as recited in claim 14, further comprising:

displaying the replay prompt information in the service interface;

responding to the triggering operation aiming at the replay prompt information, and sending a cancellation request to a server;

displaying processing prompt information in the service interface;

responding to the input operation of customer service resources for the processing prompt information, and determining a processing result;

and sending the processing result to the server side so that the server side feeds back a second processing notification to a user according to the processing result.

19. A computing device comprising a processing component and a storage component;

the storage component stores one or more computer instructions; the one or more computer instructions are configured to be invoked and executed by the processing component to implement a customer service task processing method as claimed in any one of claims 1 to 13 or a customer service task processing method as claimed in any one of claims 14 to 18.

20. A computer-readable storage medium, characterized in that a computer program is stored, which, when being executed by a computer, realizes the customer service task processing method according to any one of claims 1 to 13 or the customer service task processing method according to any one of claims 14 to 18.