CN117635164A - Customer complaint event processing method, error reporting information sending method and device - Google Patents
Customer complaint event processing method, error reporting information sending method and device Download PDFInfo
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Abstract
The invention discloses a customer complaint event processing method, and a method and a device for sending error reporting information, and relates to the technical field of computers. One embodiment of the method comprises the following steps: receiving an error message sent by a client for a target application; the error reporting information is generated under the condition that the client side generates an error reporting event aiming at the target application; when the client monitors that a customer complaint event aiming at the client and a target application occurs, the client sends error reporting information to a server; responding to the service type representation online complaints, and matching scheme information corresponding to the complaint events from a solution knowledge base; acquiring a current online customer service set, and matching target customer service corresponding to a customer complaint event from the online customer service set according to the client information; pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal. The implementation mode can enable customer service personnel to quickly determine corresponding scheme information, and is simple to operate and high in efficiency.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a customer complaint event processing method, and an error reporting information sending method and apparatus.
Background
A mobile client application of a life scene class or service class may have some program errors during use by a client. Program errors may cause customer complaints. Once customer complaints occur, the application's operating and development departments will locate and solve the problem as soon as possible. When a customer encounters a program error, the customer usually contacts a manual seat customer service to describe the feedback problem. In general, customer service personnel need to search a knowledge base through description of clients to search corresponding scheme information, and the searching process is complicated and low in efficiency.
Disclosure of Invention
In view of the above, the embodiment of the invention provides a customer complaint event processing method, and a method and a device for sending error reporting information, which can enable customer service personnel to quickly determine corresponding scheme information, and are simple to operate and high in efficiency.
In a first aspect, an embodiment of the present invention provides a method for processing a complaint event, which is applied to a server, and includes:
receiving an error message sent by a client for a target application; wherein, the error message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client generates an error reporting event aiming at the target application; when the client monitors that a complaint event aiming at the client and the target application occurs, the client sends the error reporting information to the server;
Responding to the service type representation online customer complaints, and matching scheme information corresponding to the customer complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
acquiring a current online customer service set, and matching a target customer service corresponding to the customer complaint event from the online customer service set according to the client information;
pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
Optionally, the matching, according to the error reporting information and the application information of the target application, the solution information corresponding to the client event from a solution knowledge base includes:
according to the error reporting information, matching a plurality of alternative scheme information corresponding to the error reporting information and the application information from a solution knowledge base;
determining target parameters corresponding to the plurality of alternative scheme information;
sending a request message aiming at the target parameter to the client, and receiving a target parameter value returned by the client aiming at the request message;
and matching scheme information corresponding to the error reporting information from the plurality of alternative scheme information according to the target parameter value.
Optionally, after receiving the error message for the target application sent by the client, the method further includes:
responding to scheme information which is not matched with the error reporting information and the application information from the solution knowledge base, and generating a task to be checked for the error reporting information;
determining a target user corresponding to the target application;
and sending the task to be examined to the target user.
Optionally, the method further comprises:
receiving a knowledge record newly-added instruction;
determining error reporting information and scheme information corresponding to the new recording instruction;
generating a knowledge record according to the error reporting information and the scheme information corresponding to the record newly-added instruction;
the knowledge record is inserted into the solution knowledge base.
In a second aspect, an embodiment of the present invention provides a method for sending error-reporting information, which is applied to a client, and includes:
responding to the error reporting event of the client side aiming at the target application, acquiring error reporting information of the error reporting event, and storing the error reporting information in the client side;
generating an error report message corresponding to the complaint event in response to monitoring that the complaint event aiming at the client and the target application occurs; wherein, the error message comprises: service type, the error reporting information and client information; the service type is used for representing online customer complaints;
And sending the error reporting message to a server corresponding to the target application, so that the server matches the error reporting message with scheme information corresponding to the application information of the target application, and pushing the scheme information to a customer service terminal of a target customer service corresponding to the customer complaint event.
Optionally, the acquiring the error reporting information of the error reporting event includes:
acquiring event information of the error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context;
acquiring client information of the client;
and combining the event information and the client information to generate error reporting information of the error reporting event.
Optionally, the saving the error reporting information in the client includes:
encrypting the error reporting information by using a secret key; wherein, the key is stored in a dynamic link library;
and storing the encrypted error reporting information in the client.
In a third aspect, an embodiment of the present invention provides a complaint event processing apparatus, applied to a server, including:
the information receiving module is used for receiving the error report message which is sent by the client and aims at the target application; wherein, the error message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client generates an error reporting event aiming at the target application; when the client monitors that a complaint event aiming at the client and the target application occurs, the client sends the error reporting information to the server;
The information matching module is used for responding to the service type representation online customer complaints and matching scheme information corresponding to the customer complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
acquiring a current online customer service set, and matching a target customer service corresponding to the customer complaint event from the online customer service set according to the client information;
and the information pushing module is used for pushing the scheme information to the customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
Optionally, the information matching module is specifically configured to:
according to the error reporting information, matching a plurality of alternative scheme information corresponding to the error reporting information and the application information from a solution knowledge base;
determining target parameters corresponding to the plurality of alternative scheme information;
sending a request message aiming at the target parameter to the client, and receiving a target parameter value returned by the client aiming at the request message;
and matching scheme information corresponding to the error reporting information from the plurality of alternative scheme information according to the target parameter value.
Optionally, the information matching module is further configured to:
responding to scheme information which is not matched with the error reporting information and the application information from the solution knowledge base, and generating a task to be checked for the error reporting information;
determining a target user corresponding to the target application;
and sending the task to be examined to the target user.
In a fourth aspect, an embodiment of the present invention provides a device for sending error-reporting information, which is applied to a client, and includes:
the information storage module is used for responding to the error reporting event of the client side aiming at the target application, acquiring error reporting information of the error reporting event and storing the error reporting information in the client side;
the information sending module is used for responding to the monitored occurrence of the complaint event aiming at the client and the target application and generating an error message corresponding to the complaint event; wherein, the error message comprises: service type, the error reporting information and client information; the service type is used for representing online customer complaints;
and sending the error reporting message to a server corresponding to the target application, so that the server matches the error reporting message with scheme information corresponding to the application information of the target application, and pushing the scheme information to a customer service terminal of a target customer service corresponding to the customer complaint event.
Optionally, the information storage module is specifically configured to:
acquiring event information of the error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context;
acquiring client information of the client;
and combining the event information and the client information to generate error reporting information of the error reporting event.
In a fifth aspect, an embodiment of the present invention provides an electronic device, including:
one or more processors;
storage means for storing one or more programs,
the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the methods of any of the embodiments described above.
In a sixth aspect, an embodiment of the present invention provides a computer readable medium, on which a computer program is stored, the program implementing the method according to any of the embodiments above when executed by a processor.
In a seventh aspect, embodiments of the present invention provide a computer program product comprising a computer program which, when executed by a processor, implements a method as described in any of the above embodiments.
One embodiment of the above invention has the following advantages or benefits: and generating and storing error reporting information by the client under the condition of error reporting event aiming at the target application. And when the client monitors that the complaint event aiming at the client and the target application occurs, sending the error report message to the server. And the server matches the scheme information corresponding to the error reporting information from the solution knowledge base according to the error reporting information in the error reporting information, and pushes the scheme information to the customer service terminal corresponding to the customer complaint event so as to display the scheme information on the interface of the customer service terminal. Customer service personnel can rapidly and accurately determine scheme information corresponding to the customer complaint event according to the scheme information displayed on the interface, and feed the scheme information back to the customer. The process of determining the scheme by the customer service personnel is simple to operate and has higher efficiency. The scheme can simultaneously promote the use experience of customer service personnel and clients.
Further effects of the above-described non-conventional alternatives are described below in connection with the embodiments.
Drawings
The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:
FIG. 1 is a flow chart of a method for processing a complaint event according to a first embodiment of the present invention;
FIG. 2 is a flow chart of a method for processing a complaint event according to a second embodiment of the present invention;
FIG. 3 is a flow chart of a method for sending error reporting information according to a third embodiment of the present invention;
FIG. 4 is a flowchart of a method for processing a complaint event according to a fourth embodiment of the present invention;
FIG. 5 is a schematic diagram of a complaint event handling device according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of a sending device for error reporting information according to an embodiment of the present invention;
fig. 7 is a schematic diagram of a computer system suitable for use in implementing an embodiment of the invention.
Detailed Description
Exemplary embodiments of the present invention will now be described with reference to the accompanying drawings, in which various details of the embodiments of the present invention are included to facilitate understanding, and are to be considered merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
In the technical scheme of the invention, the aspects of acquisition, analysis, use, transmission, storage and the like of the related user personal information all meet the requirements of related laws and regulations, are used for legal and reasonable purposes, are not shared, leaked or sold outside the aspects of legal use and the like, and are subjected to supervision and management of a supervision department. Necessary measures should be taken for the personal information of the user to prevent illegal access to such personal information data, ensure that personnel having access to the personal information data comply with the regulations of the relevant laws and regulations, and ensure the personal information of the user. Once these user personal information data are no longer needed, the risk should be minimized by limiting or even prohibiting the data collection and/or deletion.
FIG. 1 is a flowchart of a method for processing a complaint event according to a first embodiment of the present invention, as shown in FIG. 1, the method includes:
step 101: receiving an error message sent by a client for a target application; wherein, the error reporting message comprises: service type, error reporting information and client information; the error reporting information is generated in case that the client side generates an error reporting event for the target application.
The error reporting event may refer to that the client side generates an interface error reporting, popup error reporting or silence error reporting for the target application, and the like. The error reporting information may include: event information, context. The event information may include: transaction codes, error information and the like of the related error reporting interfaces. The context may include: the method comprises the steps of requesting message of a current interface request, returning message, first preset number of interface request information of the current interface request and second preset number of interface request information of the current interface request.
The service type is used for representing the service to which the error reporting information belongs. The service type can be set according to the requirements. The service type can be used for representing online customer complaints, version upgrades, service consultation and the like. The client information includes: the client device information and App version information, such as mobile phone number, mobile phone system model, version, hardware information, app version number and other related information.
When the client monitors that the customer complaint event aiming at the client and the target application occurs, if the client clicks the functional icons of online help, online customer service and the like of the target application, or the client dials the service telephone corresponding to the target application and the like, the client automatically sends error reporting information to the server.
Step 102: responding to the service type representation on-line complaints, and matching scheme information corresponding to the complaint event from a solution knowledge base according to the error reporting information and the application information of the target application.
The application information of the target application may include: application identification, application version number, application description, etc. The solution knowledge base stores a plurality of knowledge records, and each knowledge record comprises: application information, error reporting information and scheme information. And matching the knowledge records corresponding to the application information and the error reporting information from the solution knowledge base, and determining scheme information corresponding to the matched knowledge records as scheme information corresponding to the customer complaint event.
The error reporting information sent by the client for the target application may be encrypted information. And acquiring a key and a decryption mode which are negotiated in advance between the server and the client, decrypting the transmitted error reporting information, and matching corresponding scheme information from a solution knowledge base by utilizing the decrypted error reporting information.
Step 103: and acquiring a current online customer service set, and matching target customer service corresponding to the customer complaint event from the online customer service set according to the client information.
The current online customer service set comprises at least one customer service which provides online customer complaints or customer consultation at the current moment. When customer service provides service to the outside, the system automatically records the corresponding relation between the customer service and the client information of the customer service. And matching the target customer service corresponding to the customer complaint event from the online customer service set according to the corresponding relation.
Step 104: pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
The customer complaint event is an event that a customer complains or consults with a customer service person. The customer service terminals corresponding to the customer complaint events are terminals used by customer service personnel in charge of processing the customer complaint events.
In the scheme of the embodiment of the invention, the client generates and stores information under the condition that the error reporting event aiming at the target application occurs. And when the client monitors that the complaint event aiming at the client and the target application occurs, the error reporting information is sent to the server. And the server matches the scheme information corresponding to the error reporting information from the solution knowledge base according to the error reporting information, and pushes the scheme information to the customer service terminal corresponding to the customer complaint event so as to display the scheme information on the interface of the customer service terminal. Customer service personnel can rapidly and accurately determine scheme information corresponding to the customer complaint event according to the scheme information displayed on the interface, and feed the scheme information back to the customer. The process of determining the scheme by the customer service personnel is simple to operate and has higher efficiency. The scheme can simultaneously promote the use experience of customer service personnel and clients.
In the process of matching out the scheme information corresponding to the error reporting information from the solution knowledge base, the solution knowledge base can carry out accurate matching and fuzzy matching according to the stored information. The solution knowledge base stores various transaction codes and error reporting information corresponding to the error codes and solutions. The accurate matching refers to directly hitting a certain knowledge record according to the error reporting information sent by the client, for example, a solution can be directly found according to a certain transaction code and error code.
Fuzzy matching misinformation hits multiple knowledge records. The server also needs to send a request message for the target parameter to the client, hit a certain knowledge record according to the target parameter value returned by the client for the request message, and determine scheme information corresponding to the error reporting information. FIG. 2 is a flowchart of a method for processing a complaint event according to a second embodiment of the present invention, as shown in FIG. 2, the method includes:
step 201: receiving an error message sent by a client for a target application; wherein, the error reporting message comprises: service type, error reporting information and client information; the error reporting information is generated in case that the client side generates an error reporting event for the target application.
And when the client monitors that the complaint event aiming at the client and the target application occurs, the client sends error reporting information to the server.
Step 202: responding to the service type representation online complaints, and matching error reporting information and a plurality of alternative scheme information corresponding to application information of the target application from a solution knowledge base.
Step 203: and determining target parameters corresponding to the plurality of alternative scheme information.
Step 204: and sending a request message aiming at the target parameter to the client, and receiving the target parameter value returned by the client aiming at the request message.
Step 205: and matching scheme information corresponding to the complaint event from the plurality of alternative scheme information according to the target parameter value.
In fuzzy matching, error-reporting matching also requires acquisition of target parameters. The target parameters may include: user information, specific service parameters, etc. For example, when a certain customer fails to get a certain coupon, the error transaction code is C001, and the error code is E002, the target parameters include: coupon number, customer phone number, customer number, etc. The server sends a request message for target parameters to the client, and receives parameter values such as coupon numbers, client mobile phone numbers, client numbers and the like returned by the client for the request message. And the server performs parameter verification on the solution knowledge base according to the template parameter values to obtain scheme information that a user who is not a white list of the coupon cannot get the coupon.
Step 206: and acquiring a current online customer service set, and matching target customer service corresponding to the customer complaint event from the online customer service set according to the client information.
Step 207: pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
In the scheme of the embodiment of the invention, under the condition that the scheme information cannot be directly matched according to the error reporting information aiming at the target application and sent by the client, the server sends a request message aiming at the target parameter to the client, and matches the scheme information corresponding to the error reporting information from a plurality of alternative scheme information according to the target parameter value returned by the client aiming at the request message.
In one embodiment of the present invention, after receiving the error report information for the target application sent by the client, the method further includes: responding to scheme information corresponding to the error reporting information which is not matched from the solution knowledge base, and generating a task to be checked aiming at the error reporting information; determining a target user corresponding to the target application; and sending the task to be examined to the target user.
If the solution knowledge base cannot be matched with the solution information corresponding to the error reporting information, generating a task to be checked aiming at the error reporting information, and transmitting the task to be checked to a research and development team for technical intervention processing so as to further perfect the solution knowledge base and respond to clients.
In one embodiment of the present invention, further comprising: receiving a knowledge record newly-added instruction; determining error reporting information and scheme information corresponding to the newly added instruction; generating a knowledge record according to error reporting information and scheme information corresponding to the new instruction; the knowledge records are inserted into a solution knowledge base. The technician can perform operations such as adding, deleting and the like on the knowledge records in the solution knowledge base. After the task to be checked is completed, a technician can define a certain error code corresponding to the task to be checked, and input the error code into the knowledge base together with the solution, so as to expand the content of the knowledge base and improve the processing capacity of the knowledge base.
Fig. 3 is a flow chart of a method for sending error information according to a third embodiment of the present invention, as shown in fig. 3, the method includes:
step 301: responding to the error reporting event of the target application, acquiring error reporting information of the error reporting event, and storing the error reporting information in the client.
The method is applied to the client. The client is a terminal used by the client. The error reporting event may refer to that the client side generates an interface error reporting, popup error reporting or silence error reporting for the target application, and the like.
In one embodiment of the present invention, obtaining error reporting information of an error reporting event includes: acquiring event information of an error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context; acquiring client information of a client; and combining the event information and the client information to generate error reporting information of the error reporting event.
The error reporting information may include: event information, context, client information. The event information may include: transaction codes, error information and the like of the related error reporting interfaces. The context may include: the method comprises the steps of requesting message of a current interface request, returning message, first preset number of interface request information of the current interface request and second preset number of interface request information of the current interface request. The client information includes: the client device information and the App version information are related information such as mobile phone system model, version, hardware information, app version number and the like.
In one embodiment of the present invention, storing error reporting information at a client includes: encrypting the error reporting information by using the secret key; the key is stored in a dynamic link library; and storing the encrypted error reporting information in the client.
The client acquires a key and an encryption mode which are negotiated in advance by the server and the client, and the error reporting information is encrypted by the key and the encryption mode. The client saves the error reporting information after encryption processing so as to prevent the local information of the client from being obtained and cracked.
The error reporting information sent by the client for the target application may be the error reporting information after encryption processing. The server decrypts the transmitted error reporting information, and then matches the corresponding scheme information from the solution knowledge base by utilizing the decrypted error reporting information.
Step 302: generating error reporting information corresponding to the complaint event in response to monitoring that the complaint event aiming at the client and the target application occurs; wherein, the error reporting message comprises: service type, error reporting information and client information; the service type is used to characterize online customer complaints.
The service type is used for representing the service to which the error reporting information belongs. The service type can be set according to the requirements. The service type can be used for representing online customer complaints, version upgrades, service consultation and the like. The client information includes: the client device information and App version information, such as mobile phone number, mobile phone system model, version, hardware information, app version number and other related information.
Step 303: and sending the error reporting information to a server corresponding to the target application, so that the server matches the error reporting information with scheme information corresponding to the application information of the target application, and pushing the scheme information to a customer service terminal of the target customer service corresponding to the customer complaint event.
When the client monitors that the customer complaint event aiming at the client and the target application occurs, if the client clicks the functional icons of online help, online customer service and the like of the target application, or the client dials the service telephone corresponding to the target application and the like, the client automatically sends error reporting information to the server.
In the scheme of the embodiment of the invention, the client generates and stores information under the condition that the error reporting event aiming at the target application occurs. And when the client monitors that the complaint event aiming at the client and the target application occurs, the error reporting information is sent to the server. And the server matches the scheme information corresponding to the error reporting information from the solution knowledge base according to the error reporting information, and pushes the scheme information to the customer service terminal corresponding to the customer complaint event so as to display the scheme information on the interface of the customer service terminal. Customer service personnel can rapidly and accurately determine scheme information corresponding to the customer complaint event according to the scheme information displayed on the interface, and feed the scheme information back to the customer. The process of determining the scheme by the customer service personnel is simple to operate and has higher efficiency. The scheme can simultaneously promote the use experience of customer service personnel and clients.
The proposal of the embodiment of the invention automatically records the error reporting information, such as error codes, error information and the like through the mobile client. When a customer contacts customer service, error reporting log transmission is carried out, and a server side displays error reporting reasons on a front end interface of a customer service terminal by matching with customer error codes, so that a customer's question can be quickly answered by an agent. In order to facilitate understanding of the scheme of the embodiment of the invention, the embodiment of the invention also provides a customer complaint event processing method. FIG. 4 is a flowchart of a method for processing a complaint event according to a fourth embodiment of the present invention, as shown in FIG. 4, the method includes:
When the mobile client side presents interface or interface error report, the following error report information is stored: event information, context, client information. The event information includes: transaction code, error code and error information of related error reporting interface. The request message and the return message of the current interface request and the front and back 10 pieces of interface request information are used as the context of the error reporting information, so that the subsequent difficult and difficult problems can be conveniently examined. The client information includes: mobile device information and App version information, such as mobile phone system model, version, hardware information, app version number, and other related information.
And storing the information to the local of the client through a symmetric encryption algorithm. The encrypted key is stored in the generated dynamic link so, so library can not be decompiled and cracked, and local information can be prevented from being obtained and cracked.
When the user connects with the manual customer service, the information is transmitted to the seat server.
The server transmits the error code to the solution knowledge base.
The solution knowledge base carries out knowledge matching according to the transaction code and the error code. The solution knowledge base stores various transaction codes and error reporting information corresponding to the error codes and solutions. One way of matching schemes is to match exactly, for example, a certain transaction code and error code can be directly found out to find out the solution. For example, when the client clicks the login button, an error is reported, the transaction code is L001, the error code is E001, and the answer can be directly found as "the account login input password is too wrong, and the account login input password is temporarily frozen for 30 minutes".
Another way of matching is fuzzy matching, since some mismatching also requires the input of other parameters, such as user information, specific service parameters, etc. For example, if a certain customer fails to get a certain coupon, the error-reporting transaction code is C001, the error code is E002, at this time, the input system parameters also need to have the information of coupon number, customer mobile phone number, customer number and the like, at this time, the solution knowledge base performs parameter verification, and the result of "the white list user who is not the coupon cannot get the coupon" is obtained.
If the knowledge base cannot be matched with the scheme information of the error reporting information, the related information generation worksheet is transmitted to a research and development team for technical intervention processing. After the technical team solves the problem, the situation can be defined as a certain error code, and the error code is input into the knowledge base together with the solution, so that the content of the knowledge base is expanded, and the processing capacity of the knowledge base is improved.
And the server returns a knowledge point to the customer service terminal. The front end interface of the seat is inverse to the cause and solution of the problem. Customer service personnel solve the customer's questions based on knowledge points.
In the scheme of the embodiment of the invention, the client automatically records the error reporting information generated in the use process of the client. When the client consults customer service, the client consults customer service is automatically transmitted to the server without perception. The server side carries out accurate matching of error codes, and the error reasons and solutions are reflected for customer service personnel to refer to, so that the method is simpler than the traditional customer service matching process. In addition, research and development technicians can expand troubleshooting conclusions into knowledge base content.
FIG. 5 is a schematic structural diagram of a complaint event handling device according to an embodiment of the present invention, applied to a server, as shown in FIG. 5, the device includes:
an information receiving module 501, configured to receive an error message sent by a client and directed to a target application; wherein, the error reporting message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client side generates an error reporting event aiming at the target application; when the client monitors that a customer complaint event aiming at the client and a target application occurs, the client sends error reporting information to a server;
the information matching module 502 is configured to respond to the service type representation online customer complaints, and match solution information corresponding to a customer complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
the customer service matching module 503 is configured to obtain a current online customer service set, and match, according to client information, a target customer service corresponding to a customer complaint event from the online customer service set;
the information pushing module 504 is configured to push the solution information to a customer service terminal corresponding to the target customer service, so as to display the solution information on an interface of the customer service terminal.
Optionally, the information matching module 502 is specifically configured to:
According to the error reporting information, matching out error reporting information and a plurality of alternative scheme information corresponding to the application information from a solution knowledge base;
determining target parameters corresponding to the multiple alternative scheme information;
sending a request message aiming at a target parameter to a client, and receiving a target parameter value returned by the client aiming at the request message;
and matching the scheme information corresponding to the error reporting information from the plurality of alternative scheme information according to the target parameter value.
Optionally, the information matching module 502 is further configured to:
responding to scheme information corresponding to the error reporting information and the application information which are not matched from the solution knowledge base, and generating a task to be checked aiming at the error reporting information;
determining a target user corresponding to the target application;
and sending the task to be examined to the target user.
Optionally, the method further comprises:
the record newly-added module is used for receiving a knowledge record newly-added instruction;
determining error reporting information and scheme information corresponding to the newly added instruction;
generating a knowledge record according to error reporting information and scheme information corresponding to the new instruction;
the knowledge records are inserted into a solution knowledge base.
Fig. 6 is a schematic diagram of an apparatus for sending error information according to an embodiment of the present invention, which is applied to a client, and as shown in fig. 6, the apparatus includes:
The information storage module 601 is configured to obtain error reporting information of an error reporting event in response to occurrence of the error reporting event for the target application by the client, and store the error reporting information in the client;
the message generating module 602 is configured to generate an error message corresponding to a complaint event in response to monitoring that the complaint event for the client and the target application occurs; wherein, the error reporting message comprises: service type, error reporting information and client information; the service type is used for representing online customer complaints;
the information sending module 603 is configured to send the error reporting information to a server corresponding to the target application, so that the server matches the scheme information corresponding to the error reporting information, and pushes the scheme information to a customer service terminal corresponding to the customer complaint event.
Optionally, the information storage module 601 is specifically configured to:
acquiring event information of an error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context;
acquiring client information of a client;
and combining the event information and the client information to generate error reporting information of the error reporting event.
Optionally, the information storage module 601 is specifically configured to:
encrypting the error reporting information by using the secret key; the key is stored in a dynamic link library;
And storing the encrypted error reporting information in the client.
The embodiment of the invention provides electronic equipment, which comprises:
one or more processors;
storage means for storing one or more programs,
when the one or more programs are executed by the one or more processors, the one or more processors are caused to implement the methods of any of the embodiments described above.
The embodiment of the invention provides a computer program product, which comprises a computer program, wherein the computer program realizes the customer complaint event processing method or the error reporting information sending method in the embodiment of the invention when being executed by a processor.
Referring now to FIG. 7, there is illustrated a schematic diagram of a computer system 700 suitable for use in implementing an embodiment of the present invention. The terminal device shown in fig. 7 is only an example, and should not impose any limitation on the functions and the scope of use of the embodiment of the present invention.
As shown in fig. 7, the computer system 700 includes a Central Processing Unit (CPU) 701, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 702 or a program loaded from a storage section 708 into a Random Access Memory (RAM) 703. In the RAM 703, various programs and data required for the operation of the system 700 are also stored. The CPU 701, ROM 702, and RAM 703 are connected to each other through a bus 704. An input/output (I/O) interface 705 is also connected to bus 704.
The following components are connected to the I/O interface 705: an input section 706 including a keyboard, a mouse, and the like; an output portion 707 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, a speaker, and the like; a storage section 708 including a hard disk or the like; and a communication section 709 including a network interface card such as a LAN card, a modem, or the like. The communication section 709 performs communication processing via a network such as the internet. The drive 710 is also connected to the I/O interface 705 as needed. A removable medium 711 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 710 as necessary, so that a computer program read therefrom is mounted into the storage section 708 as necessary.
In particular, according to embodiments of the present disclosure, the processes described above with reference to flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method shown in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network via the communication portion 709, and/or installed from the removable medium 711. The above-described functions defined in the system of the present invention are performed when the computer program is executed by a Central Processing Unit (CPU) 701.
The computer readable medium shown in the present invention may be a computer readable signal medium or a computer readable storage medium, or any combination of the two. The computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples of the computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, the computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, with the computer-readable program code embodied therein. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The modules involved in the embodiments of the present invention may be implemented in software or in hardware. The described modules may also be provided in a processor, for example, as: the system comprises an information receiving module, an information matching module, a customer service matching module and an information pushing module. The names of these modules do not in some cases limit the module itself, for example, the information receiving module may also be described as "receiving error information sent by the client for the target application; wherein, the error reporting message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client generates an error reporting event aiming at the target application; and the module is used for sending the error reporting information to the server when the client monitors that the complaint event aiming at the client and the target application occurs.
As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be present alone without being fitted into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to include:
receiving an error message sent by a client for a target application; wherein, the error reporting message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client side generates an error reporting event aiming at the target application; when the client monitors that a customer complaint event aiming at the client and a target application occurs, the client sends error reporting information to a server;
responding to the service type representation on-line complaints, and matching scheme information corresponding to the complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
acquiring a current online customer service set, and matching target customer service corresponding to a customer complaint event from the online customer service set according to the client information;
pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
According to the technical scheme of the embodiment of the invention, the client generates and stores information under the condition that the error reporting event aiming at the target application occurs. And when the client monitors that the complaint event aiming at the client and the target application occurs, sending the error report message to the server. And the server matches the scheme information corresponding to the error reporting information from the solution knowledge base according to the error reporting information in the error reporting information, and pushes the scheme information to the customer service terminal corresponding to the customer complaint event so as to display the scheme information on the interface of the customer service terminal. Customer service personnel can rapidly and accurately determine scheme information corresponding to the customer complaint event according to the scheme information displayed on the interface, and feed the scheme information back to the customer. The process of determining the scheme by the customer service personnel is simple to operate and has higher efficiency. The scheme can simultaneously promote the use experience of customer service personnel and clients.
The above embodiments do not limit the scope of the present invention. It will be apparent to those skilled in the art that various modifications, combinations, sub-combinations and alternatives can occur depending upon design requirements and other factors. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present invention should be included in the scope of the present invention.
Claims (15)
1. A customer complaint event handling method, applied to a server, comprising:
receiving an error message sent by a client for a target application; wherein, the error message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client generates an error reporting event aiming at the target application; when the client monitors that a complaint event aiming at the client and the target application occurs, the client sends the error reporting information to the server;
responding to the service type representation online customer complaints, and matching scheme information corresponding to the customer complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
acquiring a current online customer service set, and matching a target customer service corresponding to the customer complaint event from the online customer service set according to the client information;
pushing the scheme information to a customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
2. The method according to claim 1, wherein the matching the solution information corresponding to the client event from the solution knowledge base according to the error reporting information and the application information of the target application includes:
Matching the error reporting information and a plurality of alternative scheme information corresponding to the application information from a solution knowledge base;
determining target parameters corresponding to the plurality of alternative scheme information;
sending a request message aiming at the target parameter to the client, and receiving a target parameter value returned by the client aiming at the request message;
and matching scheme information corresponding to the error reporting information from the plurality of alternative scheme information according to the target parameter value.
3. The method according to claim 1, wherein after receiving the error message for the target application sent by the client, the method further comprises:
responding to scheme information which is not matched with the error reporting information and the application information from the solution knowledge base, and generating a task to be checked for the error reporting information;
determining a target user corresponding to the target application;
and sending the task to be examined to the target user.
4. The method as recited in claim 1, further comprising:
receiving a knowledge record newly-added instruction;
determining error reporting information and scheme information corresponding to the new recording instruction;
Generating a knowledge record according to the error reporting information and the scheme information corresponding to the record newly-added instruction;
the knowledge record is inserted into the solution knowledge base.
5. The method for sending the error reporting information is characterized by being applied to a client and comprising the following steps of:
responding to the error reporting event of the client side aiming at the target application, acquiring error reporting information of the error reporting event, and storing the error reporting information in the client side;
generating an error report message corresponding to the complaint event in response to monitoring that the complaint event aiming at the client and the target application occurs; wherein, the error message comprises: service type, the error reporting information and client information; the service type is used for representing online customer complaints;
and sending the error reporting message to a server corresponding to the target application, so that the server matches the error reporting message with scheme information corresponding to the application information of the target application, and pushing the scheme information to a customer service terminal of a target customer service corresponding to the customer complaint event.
6. The method of claim 5, wherein the obtaining the error reporting information for the error reporting event comprises:
Acquiring event information of the error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context;
acquiring client information of the client;
and combining the event information and the client information to generate error reporting information of the error reporting event.
7. The method of claim 6, wherein the saving the error message at the client comprises:
encrypting the error reporting information by using a secret key; wherein, the key is stored in a dynamic link library;
and storing the encrypted error reporting information in the client.
8. A complaint event handling device, for use with a server, comprising:
the information receiving module is used for receiving the error report message which is sent by the client and aims at the target application; wherein, the error message comprises: service type, error reporting information and client information; the error reporting information is generated under the condition that the client generates an error reporting event aiming at the target application; when the client monitors that a complaint event aiming at the client and the target application occurs, the client sends the error reporting information to the server;
The information matching module is used for responding to the service type representation online customer complaints and matching scheme information corresponding to the customer complaint event from a solution knowledge base according to the error reporting information and the application information of the target application;
the customer service matching module is used for acquiring a current online customer service set and matching target customer service corresponding to the customer complaint event from the online customer service set according to the client information;
and the information pushing module is used for pushing the scheme information to the customer service terminal corresponding to the target customer service so as to display the scheme information on an interface of the customer service terminal.
9. The apparatus of claim 8, wherein the information matching module is specifically configured to:
matching the error reporting information and a plurality of alternative scheme information corresponding to the application information from a solution knowledge base;
determining target parameters corresponding to the plurality of alternative scheme information;
sending a request message aiming at the target parameter to the client, and receiving a target parameter value returned by the client aiming at the request message;
and matching scheme information corresponding to the error reporting information from the plurality of alternative scheme information according to the target parameter value.
10. The apparatus of claim 8, wherein the information matching module is further configured to:
responding to scheme information which is not matched with the error reporting information and the application information from the solution knowledge base, and generating a task to be checked for the error reporting information;
determining a target user corresponding to the target application;
and sending the task to be examined to the target user.
11. An error message sending device, which is applied to a client, is characterized by comprising:
the information storage module is used for responding to the error reporting event of the client side aiming at the target application, acquiring error reporting information of the error reporting event and storing the error reporting information in the client side;
the message generation module is used for responding to the monitored occurrence of the complaint event aiming at the client and the target application and generating an error message corresponding to the complaint event; wherein, the error message comprises: service type, the error reporting information and client information; the service type is used for representing online customer complaints;
the information sending module is used for sending the error reporting information to the server corresponding to the target application, so that the server matches the error reporting information with scheme information corresponding to the application information of the target application, and pushes the scheme information to the customer service terminal of the target customer service corresponding to the customer complaint event.
12. The apparatus of claim 11, wherein the information storage module is specifically configured to:
acquiring event information of the error event, wherein the event information comprises at least one of the following: transaction code, error code, request message, return message and message context;
acquiring client information of the client;
and combining the event information and the client information to generate error reporting information of the error reporting event.
13. An electronic device, comprising:
one or more processors;
storage means for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1-4 or 5-7.
14. A computer readable medium, on which a computer program is stored, characterized in that the program, when being executed by a processor, implements the method according to any of claims 1-4 or 5-7.
15. A computer program product comprising a computer program, which when executed by a processor implements the method according to any of claims 1-4 or 5-7.
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