CN117938791A

CN117938791A - Notification method and device

Info

Publication number: CN117938791A
Application number: CN202410099635.5A
Authority: CN
Inventors: 游小彬
Original assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Wodong Tianjun Information Technology Co Ltd
Current assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Wodong Tianjun Information Technology Co Ltd
Priority date: 2024-01-24
Filing date: 2024-01-24
Publication date: 2024-04-26

Abstract

The invention discloses a notification method and a notification device, and relates to the technical field of intelligent customer service. One embodiment of the method comprises the following steps: receiving a customer service consultation request sent by a user terminal based on a specific application; under the condition that customer service resources matched with customer service consultation requests are fully loaded or user queuing exists, a target user corresponding to a user terminal is indicated to enter a queuing state; responding to the execution and exit of a specific application in the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a top-setting notification service preset by the user terminal; and under the condition that the queuing of the target user is successful, sending a queuing success notification to the user terminal, and displaying the queuing success notification in the overhead notification service. According to the embodiment, the strong reminding of the queuing reminding information can be executed through the top-set notification service of the user terminal, so that the user is prevented from missing the queuing information due to the fact that the user exits from the application.

Description

Notification method and device

Technical Field

The invention relates to the technical field of intelligent customer service, in particular to a notification method and device.

Background

The online customer service system is widely applied to various industries, and users can wait in line when customer service resources are tense. At present, a user can only see the current customer service queuing situation on the relevant application program interface, if the user executes the exit and switch of the application program or locks the terminal in the queuing process, the queuing situation update and the queuing success notification of the application program interface are easily missed, the customer service consultation opportunity is missed, the re-queuing can only be requested, and the customer service resources are wasted.

Disclosure of Invention

In view of this, the embodiment of the invention provides a notification method and a notification device, which execute strong reminding of queuing reminding information through a top notification service of a user terminal, so as to avoid that a user misses the queuing information due to exiting an application.

To achieve the above object, according to one aspect of the present invention, there is provided a notification method.

The notification method of the embodiment of the invention comprises the following steps: receiving a customer service consultation request sent by a user terminal based on a specific application; under the condition that customer service resources matched with the customer service consultation request are fully loaded or user queuing exists, a target user corresponding to the user terminal is indicated to enter a queuing state; responding to the fact that the specific application is executed to exit at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a top-setting notification service preset by the user terminal; and under the condition that the queuing of the target user is successful, sending a queuing success notification to the user terminal, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters the specific application by operating the top notification service to execute customer service consultation.

Optionally, the queuing reminding information includes: the identity of the particular application and at least one of the following data: the number of people in front of the team and the queuing success estimated time length; and, the method further comprises: and under the condition that the queuing reminding information is updated, displaying the updated queuing reminding information in the top notification service of the user terminal.

Optionally, the specific application being executed at the user terminal to exit includes: the target user exits the specific application to a main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal; and the overhead notification service executes overhead display of the queuing reminding information and the queuing success notification on a main screen, a screen locking interface and any application interface of the user terminal.

Optionally, the method further comprises: after receiving the customer service consultation request, acquiring portrait data, historical behavior data and consultation related data of a user, and inputting the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model to acquire a discrimination score of the target user; after the target user corresponding to the user terminal is instructed to enter a queuing state, determining the queuing position of the target user according to a preset queuing strategy and the discrimination score.

Optionally, the overhead notification service includes: a agile island service; and, the historical behavioral data includes at least one of: historical consultation record, historical session record, historical feedback record and historical order record, wherein the consultation associated data comprises at least one of the following: consultation channels, consultation intents, associated orders, associated items.

To achieve the above object, according to another aspect of the present invention, there is provided a notification device.

The notification device of the embodiment of the invention can comprise: the receiving unit is used for receiving a customer service consultation request sent by the user terminal based on a specific application; the queuing control unit is used for indicating the target user corresponding to the user terminal to enter a queuing state under the condition that the customer service resources matched with the customer service consultation request are fully loaded or the user queuing exists; the set-top reminding unit is used for responding to the fact that the specific application is executed and exits at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a set-top notification service preset by the user terminal; and the success response unit is used for sending a queuing success notification to the user terminal under the condition that the queuing of the target user is successful, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters the specific application by operating the top notification service to execute customer service consultation.

Optionally, the queuing reminding information includes: the identity of the particular application and at least one of the following data: the number of people in front of the team and the queuing success estimated time length; and, the overhead reminding unit is further configured to: under the condition that the queuing reminding information is updated, the updated queuing reminding information is displayed in the top notification service of the user terminal; the specific application being executed at the user terminal to exit includes: the target user exits the specific application to a main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal; and the overhead notification service executes overhead display of the queuing reminding information and the queuing success notification on a main screen, a screen locking interface and any application interface of the user terminal.

Optionally, the apparatus may further include: the queuing position determining unit is used for acquiring portrait data, historical behavior data and consultation related data of the user after receiving the customer service consultation request, inputting the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model, and acquiring the discrimination score of the target user; after the target user corresponding to the user terminal is instructed to enter a queuing state, determining the queuing position of the target user according to a preset queuing strategy and the discrimination score; the overhead notification service includes: a agile island service; the historical behavioral data includes at least one of: historical consultation record, historical session record, historical feedback record and historical order record, wherein the consultation associated data comprises at least one of the following: consultation channels, consultation intents, associated orders, associated items.

To achieve the above object, according to still another aspect of the present invention, there is provided an electronic apparatus.

An electronic apparatus of the present invention includes: one or more processors; and the storage device is used for storing one or more programs, and when the one or more programs are executed by the one or more processors, the one or more processors are enabled to realize the notification method provided by the invention.

To achieve the above object, according to still another aspect of the present invention, there is provided a computer-readable storage medium.

A computer-readable storage medium of the present invention has stored thereon a computer program which, when executed by a processor, implements the notification method provided by the present invention.

According to the technical scheme of the invention, the embodiment of the invention has the following advantages or beneficial effects:

If the user in the queuing state exits the specific application associated with the customer service consultation to the main screen, switches to other applications or executes screen locking on the user terminal, the server automatically displays queuing reminding information and queuing success notification based on the top notification service of the user terminal, the top notification service can be realized based on software or hardware, and the top display and the strong reminding of related information can be executed on the main screen, the screen locking interface and any application interface of the user terminal, so that the user can avoid missing queuing information due to exiting the specific application, thereby improving customer service consultation experience of the user and customer service resource utilization rate.

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 schematic diagram of main steps of a notification method according to an embodiment of the present invention;

FIG. 2 is a schematic diagram of the interaction steps of a notification method according to an embodiment of the present invention;

FIG. 3 is a schematic diagram of the components of a notification device in an embodiment of the invention;

FIG. 4 is an exemplary system architecture diagram in which embodiments in accordance with the present invention may be applied;

fig. 5 is a schematic structural diagram of an electronic device for implementing the notification method in the embodiment of the present 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.

It should be noted that the embodiments of the present invention and the technical features in the embodiments may be combined with each other without collision.

Fig. 1 is a schematic diagram of main steps of a notification method according to an embodiment of the present invention.

As shown in fig. 1, the notification method according to the embodiment of the present invention may specifically be performed according to the following steps:

Step S101: and receiving a customer service consultation request sent by the user terminal based on the specific application.

In the step, the user sends a customer service consultation request to the server based on the specific application in the process of using the specific application in the user terminal, and the server can interact with the online customer service system to realize customer service consultation of the user after receiving the customer service consultation request.

Step S102: and under the condition that customer service resources matched with the customer service consultation request are fully loaded or the user queuing exists, indicating a target user corresponding to the user terminal to enter a queuing state.

In this step, if the server acquires the customer service resources corresponding to the customer service consultation request from the online customer service system to be fully loaded (i.e., all the customer service resources are occupied) or the user queuing condition already exists, the server instructs the target user to queue.

In the embodiment of the invention, after receiving the customer service consultation request, the server can acquire the portrait data, the historical behavior data and the consultation related data of the user, and input the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model to acquire the discrimination score of the target user. Wherein the historical behavioral data may include at least one of: historical consultation record, historical session record, historical feedback record and historical order record, and consultation associated data comprises at least one of the following: the above discrimination scores are used to represent the queuing priority of the user. After the server indicates the target user to enter the queuing state, the queuing position of the target user can be determined according to a preset queuing strategy and a discrimination score.

Step S103: and responding to the fact that the specific application is executed and exited at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a top notification service preset by the user terminal.

In this step, when the target user exits the specific application at his user terminal, the specific application opens the notification function of the overhead notification service at the user terminal according to the pre-written program. The above-mentioned overhead notification service may be implemented in hardware or software, and is capable of performing overhead display of notification information and reminder information on a home screen, a lock screen interface, and any application interface of the user terminal, and for example, the overhead notification service may be a smart island service, or may be other application programs, components, or services having similar functions. In practical applications, the specific application being executed to exit at the user terminal may include one of the following situations: the target user exits the specific application to the main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal.

When the notification function of the top notification service is started, the server can send queuing reminding information to the user terminal, and the queuing reminding information is displayed in the top notification service of the user terminal. Preferably, the queuing reminding information may include: identification of a particular application and at least one of the following data: the number of people in front of the team and the estimated time length for successful queuing. In a specific scenario, under the condition that the queuing reminding information is updated, the server may display the updated queuing reminding information in the top notification service of the user terminal.

Step S104: and under the condition that the queuing of the target user is successful, sending a queuing success notification to the user terminal, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters a specific application by operating the top notification service to execute customer service consultation.

In the step, if the server knows that the queuing of the target user is successful through the online customer service system, the server sends a queuing success notification to the user terminal, and displays the queuing success notification in the top notification service of the user terminal. Thereafter, the target user may click on the set-top notification service to enter a particular application, based on which to perform a customer service consultation. The above specific steps may be referred to fig. 2, and since the details of the execution of the steps are already described above, a repeated description about fig. 2 will not be provided.

In the technical scheme of the embodiment of the invention, if the user in the queuing state exits the specific application associated with the customer service consultation to the main screen, switches to other applications or performs screen locking on the user terminal, the server automatically displays queuing reminding information and queuing success notification based on the top notification service of the user terminal, the top notification service can be realized based on software or hardware, and the top display and the strong reminding of related information can be performed on the main screen, the screen locking interface and any application interface of the user terminal, so that the user is prevented from missing queuing information due to exiting the specific application, the customer service consultation experience of the user is improved, and the customer service resource utilization rate is improved.

One embodiment of the present invention is described below with reference to fig. 2.

On-line customer service systems are used more or less in various industries, such as education, medical treatment, catering, the internet, etc., and particularly in the internet industry. The user mainly consults related problems such as before sale, after sale, logistics and the like, when the user initiates consultation, the user needs to wait for a period of time to be distributed to customer service, and in the waiting process, some users cannot wait in a consultation page or an App all the time, and the user can switch to other Apps, lock a screen or forcedly exit the App. In the prior art, after exiting the current App or locking the screen, the user can only be informed of successful queuing through remote notification and the like, and the notification can only be sent once and is most likely not found by the user, so that the user misses the communication time with customer service, and simultaneously, the customer service resource is wasted.

Specifically, in the existing scene, the user initiates consultation online, and after the background system allocates customer service resources, the user enters a queuing waiting state to wait for allocation of the customer service resources. When customer service resources can receive the current user after a period of time, the server sends a remote message to the user through remote notification, and the user clicks the notification after receiving the message or clicks the App to enter a consultation page to communicate with the customer service. The method has the defects that firstly, after the user exits the App, locks the screen or forcedly exits the App, the notification which is successfully queued and sent to the user is likely to be ignored by the user or covered by other remote notification messages, so that the user cannot perceive the notification at the first time, and the allocated customer service waits for the user to cause the waste of customer service resources. Second, the user consultation customer service often has important things to communicate with, and the user experience is greatly reduced due to repeated re-queuing of the user caused by the successful notification miss. Therefore, a queuing strong reminding scheme capable of solving the problem that most users exit the current App or the screen locking state during queuing waiting is needed, customer service resources are saved, and user experience is improved.

The embodiment provides a strong notification scheme after the current App is exited, which can avoid users missing queuing reminding and notification, thereby saving customer service resources and improving user experience, and specifically comprises the following implementation steps:

Step 1, a user initiates consultation to a customer service system, and the customer service system waits for allocation of customer service resources because the customer service resources are insufficient and the user currently has to enter a queuing state. And 2, executing the functions of switching the App, exiting to the main screen and locking the screen by the user during the queuing waiting period, automatically triggering and starting the flexible island notification function after the current App exits, and automatically displaying queuing state, queuing estimated time and other information based on response data of the server. And 3, when the queuing estimated time and other information are changed, the information is automatically updated on the flexible island, and a user is reminded to prepare for manual customer service. And 4, when the queuing is successful, automatically updating the state on the flexible island, and strengthening the successful queuing reminding effect by combining the expression symbol. And step 5, after clicking the flexible island, the user enters an App to execute customer service consultation.

Through the embodiment, the user can be informed of the latest queuing situation in real time by using the flexible island and the screen locking card with the top setting effect, and no matter which mode the user exits from the current application, the user can send out effective reminding with the striking effect, so that the probability that the user misses the manual customer service is reduced.

In the technical scheme of the invention, the aspects of acquisition, collection, updating, analysis, processing, use, transmission, storage and the like of the user personal information possibly related are in accordance with the rules of related laws and regulations, are used for legal purposes, and do not violate the popular public order. Necessary measures are taken for the personal information of the user, illegal access to the personal information data of the user is prevented, and the personal information security, network security and national security of the user are maintained.

For the foregoing method embodiments, a series of acts have been described for ease of description, but it should be understood by those skilled in the art that the present invention is not limited by the order of acts described, as some steps may in fact be performed in other orders or concurrently. Moreover, those skilled in the art will appreciate that the embodiments described in the specification are presently preferred embodiments, and that the acts and modules referred to are not necessarily required to practice the invention.

In order to facilitate better implementation of the above-described aspects of embodiments of the present invention, the following provides related devices for implementing the above-described aspects.

Referring to fig. 3, a notification device 300 provided in an embodiment of the present invention may include: a receiving unit 301, a queuing control unit 302, a set-top reminder unit 303 and a success response unit 304.

The receiving unit 301 is configured to receive a customer service consultation request sent by a user terminal based on a specific application; the queuing control unit 302 is configured to instruct, when the customer service resource matched with the customer service consultation request is full or there is a user queuing, a target user corresponding to the user terminal to enter a queuing state; the set-top reminding unit 303 is configured to send queuing reminding information to the user terminal in response to the specific application being executed to exit at the user terminal, and display the queuing reminding information in a set-top notification service preset by the user terminal; the success response unit 304 is configured to send a queuing success notification to the user terminal when the target user queues successfully, and display the queuing success notification in the top notification service of the user terminal, so that the target user enters the specific application by operating the top notification service to perform customer service consultation.

Preferably, the queuing reminding information includes: the identity of the particular application and at least one of the following data: the number of people in front of the team and the queuing success estimated time length; and, the set-top reminding unit 303 may be further configured to: under the condition that the queuing reminding information is updated, the updated queuing reminding information is displayed in the top notification service of the user terminal; the specific application being executed at the user terminal to exit includes: the target user exits the specific application to a main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal; and the overhead notification service executes overhead display of the queuing reminding information and the queuing success notification on a main screen, a screen locking interface and any application interface of the user terminal.

Furthermore, in an embodiment of the present invention, the apparatus 300 may further include: the queuing position determining unit is used for acquiring portrait data, historical behavior data and consultation related data of the user after receiving the customer service consultation request, inputting the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model, and acquiring the discrimination score of the target user; after the target user corresponding to the user terminal is instructed to enter a queuing state, determining the queuing position of the target user according to a preset queuing strategy and the discrimination score; the overhead notification service includes: a agile island service; the historical behavioral data includes at least one of: historical consultation record, historical session record, historical feedback record and historical order record, wherein the consultation associated data comprises at least one of the following: consultation channels, consultation intents, associated orders, associated items.

According to the technical scheme of the embodiment of the invention, if the user in the queuing state exits the specific application associated with customer service consultation to the main screen, switches to other applications or performs screen locking on the user terminal, the server automatically displays queuing reminding information and queuing success notification based on the top notification service of the user terminal, the top notification service can be realized based on software or hardware, and top display and strong reminding of related information can be performed on the main screen, the screen locking interface and any application interface of the user terminal, so that the user is prevented from missing queuing information due to exiting the specific application, the customer service consultation experience of the user is improved, and the customer service resource utilization rate is improved.

FIG. 4 illustrates an exemplary system architecture 400 in which a notification method or notification apparatus of embodiments of the present invention may be applied.

As shown in fig. 4, a system architecture 400 may include terminal devices 401, 402, 403, a network 404, and a server 405 (this architecture is merely an example, and the components contained in a particular architecture may be tailored to the application specific case). The network 404 is used as a medium to provide communication links between the terminal devices 401, 402, 403 and the server 405. The network 404 may include various connection types, such as wired, wireless communication links, or fiber optic cables.

A user may interact with the server 405 via the network 404 using the terminal devices 401, 402, 403 to receive or send messages or the like. Various communication client applications, such as e-commerce class applications (by way of example only), may be installed on the terminal devices 401, 402, 403.

The terminal devices 401, 402, 403 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smartphones, tablets, laptop and desktop computers, and the like.

The server 405 may be a server providing various services, such as a background server (by way of example only) providing support for e-commerce class applications operated by users using the terminal devices 401, 402, 403. The background server may process the received customer service consultation request and the like, and feed back the processing result (e.g. whether the processing result matches the free customer service resource—only by way of example) to the terminal devices 401, 402, 403.

It should be noted that, the notification method provided in the embodiment of the present invention is generally executed by the server 405, and accordingly, the notification device is generally disposed in the server 405.

It should be understood that the number of terminal devices, networks and servers in fig. 4 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

The invention also provides electronic equipment. The electronic equipment of the embodiment of the invention comprises: one or more processors; and the storage device is used for storing one or more programs, and when the one or more programs are executed by the one or more processors, the one or more processors are enabled to realize the notification method provided by the invention.

Referring now to FIG. 5, there is illustrated a schematic diagram of a computer system 500 suitable for use in implementing an electronic device of an embodiment of the present invention. The electronic device shown in fig. 5 is only an example and should not be construed as limiting the functionality and scope of use of the embodiments of the present invention.

As shown in fig. 5, the computer system 500 includes a Central Processing Unit (CPU) 501, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 502 or a program loaded from a storage section 508 into a Random Access Memory (RAM) 503. In the RAM503, various programs and data required for the operation of the computer system 500 are also stored. The CPU501, ROM 502, and RAM503 are connected to each other through a bus 504. An input/output (I/O) interface 505 is also connected to bus 504.

The following components are connected to the I/O interface 505: an input section 506 including a keyboard, a mouse, and the like; an output portion 507 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker, and the like; a storage portion 508 including a hard disk and the like; and a communication section 509 including a network interface card such as a LAN card, a modem, or the like. The communication section 509 performs communication processing via a network such as the internet. The drive 510 is also connected to the I/O interface 505 as needed. A removable medium 511 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 510 as needed, so that a computer program read therefrom is mounted into the storage section 508 as needed.

In particular, the processes described in the main step diagrams above may be implemented as computer software programs according to the disclosed embodiments of the invention. For example, embodiments of the present invention 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 main step diagrams. In the above-described embodiment, the computer program can be downloaded and installed from a network through the communication section 509 and/or installed from the removable medium 511. The above-described functions defined in the system of the present invention are performed when the computer program is executed by the central processing unit 501.

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, a computer readable signal medium may comprise a data signal propagated in baseband or as part of a carrier wave, with 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 thereof. 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 units involved in the embodiments of the present invention may be implemented in software or in hardware. The described units may also be provided in a processor, for example, described as: a processor comprising: the system comprises a receiving unit, a queuing control unit, a set-top reminding unit and a success response unit. The names of these units do not constitute a limitation of the unit itself in some cases, for example, the receiving unit may also be described as "unit providing a customer service consultation request to the queuing control unit".

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 the device, cause the device to perform steps comprising: receiving a customer service consultation request sent by a user terminal based on a specific application; under the condition that customer service resources matched with the customer service consultation request are fully loaded or user queuing exists, a target user corresponding to the user terminal is indicated to enter a queuing state; responding to the fact that the specific application is executed to exit at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a top-setting notification service preset by the user terminal; and under the condition that the queuing of the target user is successful, sending a queuing success notification to the user terminal, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters the specific application by operating the top notification service to execute customer service consultation.

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

1. A notification method, comprising:

receiving a customer service consultation request sent by a user terminal based on a specific application;

Under the condition that customer service resources matched with the customer service consultation request are fully loaded or user queuing exists, a target user corresponding to the user terminal is indicated to enter a queuing state;

Responding to the fact that the specific application is executed to exit at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a top-setting notification service preset by the user terminal;

and under the condition that the queuing of the target user is successful, sending a queuing success notification to the user terminal, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters the specific application by operating the top notification service to execute customer service consultation.

2. The method of claim 1, wherein the queuing reminder information comprises: the identity of the particular application and at least one of the following data: the number of people in front of the team and the queuing success estimated time length; and, the method further comprises:

And under the condition that the queuing reminding information is updated, displaying the updated queuing reminding information in the top notification service of the user terminal.

3. The method of claim 1, wherein the particular application being executed at the user terminal to exit comprises: the target user exits the specific application to a main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal;

and the overhead notification service executes overhead display of the queuing reminding information and the queuing success notification on a main screen, a screen locking interface and any application interface of the user terminal.

4. The method according to claim 1, wherein the method further comprises:

after receiving the customer service consultation request, acquiring portrait data, historical behavior data and consultation related data of a user, and inputting the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model to acquire a discrimination score of the target user;

After the target user corresponding to the user terminal is instructed to enter a queuing state, determining the queuing position of the target user according to a preset queuing strategy and the discrimination score.

5. The method of claim 4, wherein the set-top notification service comprises: a agile island service; and

The historical behavioral data includes at least one of: historical consultation record, historical session record, historical feedback record and historical order record, wherein the consultation associated data comprises at least one of the following: consultation channels, consultation intents, associated orders, associated items.

6. A notification device, comprising:

The receiving unit is used for receiving a customer service consultation request sent by the user terminal based on a specific application;

The queuing control unit is used for indicating the target user corresponding to the user terminal to enter a queuing state under the condition that the customer service resources matched with the customer service consultation request are fully loaded or the user queuing exists;

The set-top reminding unit is used for responding to the fact that the specific application is executed and exits at the user terminal, sending queuing reminding information to the user terminal, and displaying the queuing reminding information in a set-top notification service preset by the user terminal;

And the success response unit is used for sending a queuing success notification to the user terminal under the condition that the queuing of the target user is successful, and displaying the queuing success notification in the top notification service of the user terminal so that the target user enters the specific application by operating the top notification service to execute customer service consultation.

7. The apparatus of claim 6, wherein the queuing reminder information comprises: the identity of the particular application and at least one of the following data: the number of people in front of the team and the queuing success estimated time length; and

The top-mounted reminding unit is further used for: under the condition that the queuing reminding information is updated, the updated queuing reminding information is displayed in the top notification service of the user terminal;

The specific application being executed at the user terminal to exit includes: the target user exits the specific application to a main screen, the target user switches the specific application to other applications, and the target user performs screen locking on the user terminal; and the overhead notification service executes overhead display of the queuing reminding information and the queuing success notification on a main screen, a screen locking interface and any application interface of the user terminal.

8. The apparatus of claim 6, wherein the apparatus further comprises:

The queuing position determining unit is used for acquiring portrait data, historical behavior data and consultation related data of the user after receiving the customer service consultation request, inputting the portrait data, the historical behavior data and the consultation related data into a pre-trained discrimination model, and acquiring the discrimination score of the target user; after the target user corresponding to the user terminal is instructed to enter a queuing state, determining the queuing position of the target user according to a preset queuing strategy and the discrimination score;

The overhead notification service includes: a agile island service; the historical behavioral data includes at least one of: historical consultation record, historical session record, historical feedback record and historical order record, wherein the consultation associated data comprises at least one of the following: consultation channels, consultation intents, associated orders, associated items.

9. An electronic device, comprising:

One or more processors;

Storage means for storing one or more programs,

When executed by the one or more processors, causes the one or more processors to implement the method of any of claims 1-5.

10. A computer readable storage 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 1-5.