CN118101411A - Event-driven cross-channel data synchronization method and system - Google Patents
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Abstract
The invention provides an event-driven cross-channel data synchronization method and system, which solve the technical problem that the service quality and efficiency are limited due to the influence of a synchronization period on the existing cross-channel data synchronization. The method comprises the following steps: setting a message queue to subscribe service events to each service channel to form a real-time event stream, filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and form uplink data synchronization; and forming downlink data synchronization through data extraction, conversion and transmission. The technical effect that seamless switching among different channels is realized through real-time event-driven data synchronization without waiting for data updating is achieved, and the instantaneity of customer experience is improved. The data synchronization ensures that the data synchronization and the event synchronization occur simultaneously when the event occurs, so that the same type of data on different channels always keeps consistent, and customer service conflicts and errors are overcome. The system does not need to carry out periodic batch data transmission or updating, and the burden and the resource consumption of the system are reduced.
Description
Technical Field
The invention relates to the technical field of call centers, in particular to an event-driven cross-channel data synchronization method and system.
Background
Call centers are key points of contact between businesses and customers, and are commonly used to provide support, process queries, and solve problems. As businesses increasingly expand business into multiple channels, such as online social platforms, mobile applications, etc., call centers are also increasing in importance. Since business data on different channels is typically stored in a system managed independently of the call center, fragmentation and inconsistency of the data are caused. The cross-channel data synchronization method adopted by the prior art to overcome the technical problems generally relies on batch data transmission or periodic update. However, the existing synchronization method has the defect that a certain probability causes information loss and inconsistency, and is mainly characterized in that:
Customer information disagreement: the customer may update his personal information such as contact information, addresses or preference settings on different channels. If these updates are not synchronized in time, the customer information on the different channels will not be consistent, possibly leading to communication errors or customer confusion.
Customer service record loss: at a call center or online support channel, a customer may submit a query, question, or complaint. If the recordings of these interactions are not synchronized in real time, the customer service representative may lose a complete view of the customer history, resulting in repeated information offerings or customer dissatisfaction.
Reporting and analysis inaccuracy: enterprises may rely on data analysis and reporting to make decisions. If the data is inconsistent or lagging between channels, this may lead to inaccurate business insights that affect the decision quality of the enterprise.
Existing cross-channel data synchronization methods are typically schedule-based, rather than event-driven. This means that the synchronization of data may not be timely, and there is a disadvantage in an application scenario with high real-time requirements. In addition, some methods may fail to handle conflicts or errors that occur during the data synchronization process, resulting in data inconsistencies as well.
The above technical drawbacks are mainly due to the poor timeliness of the synchronization method. Too long a synchronization period can result in providing multiple support channels, such as telephone calls and online chats, for the customer, and the like, that the visitor cannot interact with the channel system using different support channels during the synchronization interval period. Other channels may not have access to the customer's up-to-date information and history, resulting in loss of critical information when switching between channels. The customer needs to provide the same information multiple times, reducing the customer experience. The instant synchronization period is shortened and the instant service client support requirement cannot be met, and the data conflict caused by the data synchronization can lead the client to wait for a longer time to solve the problem.
Disclosure of Invention
In view of the above problems, the embodiments of the present invention provide an event-driven cross-channel data synchronization method and system, which solve the technical problem that the service quality and efficiency are limited due to the influence of the synchronization period on the existing cross-channel data synchronization.
The event-driven cross-channel data synchronization method of the embodiment of the invention comprises the following steps:
setting a message queue to subscribe service events to each service channel to form a real-time event stream, filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and form uplink data synchronization;
through data extraction, data conversion and data transmission form downlink data synchronization.
In one embodiment of the present invention, the process of forming the real-time event stream includes:
Establishing a message queue between a service host of each service channel and a call center host;
The call center host subscribes to service events from each service host;
the call center host continuously receives service events provided by the service hosts.
In an embodiment of the present invention, the process of filtering the real-time event stream to capture the synchronous event according to the filtering rule and the identifying rule includes:
forming a focus event set according to the event filtering rule;
and checking the focused event set and the call center service according to the identification rule to determine the service event needing data synchronization.
In an embodiment of the present invention, the event filtering rule includes:
an event importance rule comprising:
high priority events: for events of high importance, setting shorter monitoring intervals to ensure timely processing;
Low priority events: for events of lower importance, longer monitoring intervals may be set to reduce system load;
A customer identification rule comprising:
individual customer filtering: monitoring only events of a particular customer, such as VIP customers or new customers;
customer exclusion: excluding certain customer events to prevent monitoring of specific customer events;
an event frequency rule comprising:
high frequency event: monitoring the frequency of certain events, and triggering event monitoring if the events occur multiple times in succession;
low frequency events: monitoring the lowest occurrence frequency of the event to prevent infrequent events from being misreported;
A time window rule comprising:
And (3) monitoring a time range: monitoring events only within a specific time range, such as events within a working time;
time range exclusion: monitoring of events is precluded within a specific time frame, such as events during a maintenance period.
In an embodiment of the present invention, the identification rule includes:
Extracting relevance characteristics in service events according to event types;
According to the relevance characteristics, the call center is matched to acquire corresponding data items;
And judging the matching degree of the data items between the business event and the call center.
In an embodiment of the present invention, the uplink data synchronization includes:
and sequencing the priority synchronous queue of the business event needing data synchronization.
In an embodiment of the present invention, the downlink data synchronization includes:
Extracting relevant data from a data store of the call center;
Performing format conversion or mapping on the related data to adapt to the data structure and format of the target system;
the related data is transmitted to the target system through the communication network.
The event-driven cross-channel data synchronization system of the embodiment of the invention comprises:
the uplink data synchronization module is used for setting a message queue to subscribe service events to each service channel to form a real-time event stream, and filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and form uplink data synchronization;
And the downlink data synchronization module is used for forming downlink data synchronization through data extraction, data conversion and data transmission.
According to the event-driven cross-channel data synchronization method and system, through real-time event-driven data synchronization, the technical effect that data updating is not required to be waited for in seamless switching among different channels is achieved, the instantaneity of customer experience is improved, and the problems of data inconsistency, data lag and conflict existing in traditional schedule-based synchronization are solved. Events on different channels can be monitored in real time, and data synchronization is triggered through event occurrence. This achieves true real-time synchronization, ensuring timeliness of the data. Because the data synchronization is event driven, the data on different channels are consistent through uplink and downlink data synchronization, and the consistency of customer experience is further improved. The data synchronization ensures that the data synchronization and the event synchronization occur simultaneously when the event occurs, so that the same type of data on different channels always keeps consistent, and conflicts and errors can be timely detected and solved. The system does not need to carry out periodic batch data transmission or updating, and the burden and the resource consumption of the system are reduced.
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FIG. 1 is a flow chart of an event-driven cross-channel data synchronization method according to an embodiment of the invention.
FIG. 2 is a schematic diagram of an event-driven cross-channel data synchronization system according to an embodiment of the present invention.
Detailed Description
The present invention will be further described with reference to the drawings and the detailed description below, in order to make the objects, technical solutions and advantages of the present invention more apparent. It will be apparent that the described embodiments are only some, but not all, embodiments of the invention. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
An event-driven cross-channel data synchronization method according to an embodiment of the present invention is shown in fig. 1. In fig. 1, the present embodiment includes:
Step 100: and setting a message queue to subscribe service events to each service channel to form a real-time event stream, filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and forming uplink data synchronization.
Those skilled in the art will appreciate that message queues are a data exchange mechanism that enables sharing of internally structured data between programs, subsystems, and heterogeneous systems. Data exchange may be formed by establishing message queues between the traffic processing nodes of the traffic channels. According to the service membership architecture of the call center and each service channel, the cross-channel data synchronization adopts the call center to subscribe the service components formed in the implementation process of the respective service to each service channel. The specific message queue implementation is not limited in this technical solution. In an embodiment of the present invention, the message queues are used as event sources according to the service logs or the service processing node system logs in the respective service implementation process.
The filtering rules and the identifying rule lines form progressive synchronous event judging logic. And carrying out multi-dimensional initiative logic judgment by utilizing a filtering rule, filtering and determining a business event set within a dimension limiting characteristic range from a real-time event stream, further utilizing an identification rule to form matching of the content state, data and behaviors of the business event in the set, and triggering a data transfer process according to a matching result.
As shown in fig. 1, in an embodiment of the present invention, the process of forming a real-time event stream includes:
Step 110: message queues are established between service hosts of the service channels and the call center host.
Step 120: the call center host subscribes to service events from each service host.
Step 130: the call center host continuously receives service events provided by the service hosts.
Message queues may be formed using a message queue framework such as ActiveMQ, rabbitMQ, zeroMQ, kafka. Subscribing business events the type of event in the business host business event system is taken as a subscription option, and the type is usually related to the business event and system event subscription of call ending, online order generation and client data change. The continuously provided business events form a real-time event stream for the call center host. The subscribed events typically include time information, type information, priority information, mapped behavior definitions, associated data, etc.
As shown in fig. 1, in an embodiment of the present invention, the process of filtering a real-time event stream to capture a synchronization event according to a filtering rule and an identification rule includes:
Step 140: and forming a focus event set according to the event filtering rule.
The event filtering rules may be set according to data synchronization requirements. The applications may be single or combined according to data synchronization requirements. The event filtering rules have quantitatively adjustable condition parameters including, but not limited to, time domain features, type features, frequency domain features, priority features, identity features, etc.
In one embodiment of the present invention, the event filtering rules include:
an event importance rule comprising:
High priority events: for events of high importance, shorter monitoring intervals are set to ensure timely handling.
Low priority events: longer monitoring intervals may be set for events of lower importance to reduce system load.
A customer identification rule comprising:
individual customer filtering: only events of a particular customer, such as VIP customers or new customers, are monitored.
Customer exclusion: certain customer events are excluded to prevent monitoring of specific customer events.
An event frequency rule comprising:
high frequency event: the frequency of certain events is monitored, and if events occur multiple times in succession, event monitoring is triggered.
Low frequency events: the lowest frequency of occurrence of events is monitored to prevent infrequent events from being misreported.
A time window rule comprising:
and (3) monitoring a time range: events, such as events during working hours, are monitored only for a specific time frame.
Time range exclusion: monitoring of events is precluded within a specific time frame, such as events during a maintenance period.
Once the focus event set is formed, an identification rule is triggered to identify and classify the focus event to judge the data synchronization process adopted and the control requirement of the data synchronization process.
Step 150: and checking the focused event set and the call center service according to the identification rule to determine the service event needing data synchronization.
The identification rule carries out adaptation check on the filtered subscription content to ensure that the data synchronization is legal and reliable. The business event types include, but are not limited to, customer queries, new orders, complaints, etc., determined levels of synchronization for the business event. And checking and determining the relevance of the filtered subscription content and the call center data. This includes, but is not limited to, identifying customer identification or other critical information contained in the event.
In one embodiment of the present invention, the identification rule includes:
and extracting the relevance characteristics in the business event according to the event type. The extraction of key features or attributes from business events can be used to determine the relevance of the events. Key features may include customer identification, event type, time stamp, event source, etc.
And matching the call center according to the relevance characteristics to acquire corresponding data items. A data store of the call center, such as a call record database, is accessed. Call center data related to the business event is retrieved based on the relevance features.
And judging the matching degree of the data items between the business event and the call center. After the call center data is acquired, the characteristics in the service event and the characteristics of the call center data are matched and compared. To determine if there is a match to determine the suitability of the business event connotation to the corresponding data type of the call center.
Step 160: and sequencing the priority synchronous queue of the business event needing data synchronization.
And distributing the business events to a data synchronization queue with proper priority according to the importance and the priority of the business events, and synchronizing the sequential data of the call center system. The data synchronization queue is event driven, meaning that the synchronization process is only initiated if the queue is not empty. The call center system performs the necessary data extraction, data conversion and data storage during the data synchronization process.
Step 200: through data extraction, data conversion and data transmission form downlink data synchronization.
The synchronization direction comprises uplink data synchronization and downlink data synchronization, wherein the uplink data synchronization is used for synchronizing the service data of each channel service system to the call center, and the downlink data synchronization is used for synchronizing the service data of the call center to each channel service system.
As shown in fig. 1, in an embodiment of the present invention, the downlink data synchronization includes:
Step 210: relevant data is extracted from the data store of the call center.
The relevant data includes, but is not limited to, customer related information, call records, and the like. Data extraction may be accomplished by invoking call center system APIs, database queries, or other suitable methods.
Step 220: the relevant data is format converted or mapped to accommodate the data structure and format of the target system.
This ensures that the synchronized data is properly interpreted and used in the target system.
Step 230: the related data is transmitted to the target system through the communication network.
Data synchronization may take either an asynchronous or synchronous form, depending on the application scenario. Once the data reaches the target system, it will be integrated and updated into the database of the target system.
According to the event-driven cross-channel data synchronization method, through real-time event-driven data synchronization, the technical effect that seamless switching among different channels is achieved without waiting for data updating is achieved, the instantaneity of customer experience is improved, and the problems of data inconsistency, data lag and conflict existing in traditional schedule-based synchronization are solved. Events on different channels can be monitored in real time, and data synchronization is triggered through event occurrence. This achieves true real-time synchronization, ensuring timeliness of the data. Because the data synchronization is event driven, the data on different channels are consistent through uplink and downlink data synchronization, and the consistency of customer experience is further improved. The data synchronization ensures that the data synchronization and the event synchronization occur simultaneously when the event occurs, so that the same type of data on different channels always keeps consistent, and conflicts and errors can be timely detected and solved. The system does not need to carry out periodic batch data transmission or updating, and the burden and the resource consumption of the system are reduced.
The event-driven cross-channel data synchronization method of the embodiment of the invention utilizes priority synchronization queue customer service conflict detection. While the system monitors for possible collisions in real time during data synchronization. If multiple events trigger data synchronization at the same time, or an error occurs during synchronization, the system will detect these conflicts and attempt to resolve them. Methods of resolving conflicts may include data rollback, data merge, or other conflict resolution policies.
The event-driven cross-channel data synchronization system according to an embodiment of the present invention includes:
A memory for storing program codes of the processing procedure of the event-driven cross-channel data synchronization method in the above embodiment;
A processor for executing the program code of the event driven cross channel data synchronization method process of the above embodiment.
The Processor may employ a DSP (DIGITAL SIGNAL Processor) digital signal Processor, FPGA (Field-Programmable GATE ARRAY) Field Programmable gate array, MCU (Microcontroller Unit) system board, soC (system on a chip) system board, or PLC (Programmable Logic Controller) minimum system including I/O or call center computing resources.
An event-driven cross-channel data synchronization system in accordance with an embodiment of the present invention is shown in FIG. 2. In fig. 2, the present embodiment includes:
The uplink data synchronization module 10 is configured to set a message queue to subscribe service events to each service channel to form a real-time event stream, and filter the real-time event stream according to a filtering rule and an identification rule to capture service events needing data synchronization and form uplink data synchronization;
The downstream data synchronization module 20 is configured to form downstream data synchronization through data extraction, data conversion and data transmission.
As shown in fig. 2, in an embodiment of the present invention, the uplink data synchronization module 10 includes: ;
A communication establishing unit 11, configured to establish a message queue between a service host and a call center host in each service channel;
an information subscription unit 12, configured to subscribe, by the call center host, service events to each service host;
and the information receiving unit 13 is used for continuously receiving the service events provided by the service hosts by the call center host.
As shown in fig. 2, in an embodiment of the present invention, the uplink data synchronization module 10 further includes:
an information filtering unit 14 for forming a set of events of interest according to event filtering rules;
And the information verification unit 15 is used for verifying and determining the business event needing data synchronization between the concerned event set and the call center business according to the identification rule.
As shown in fig. 2, in an embodiment of the present invention, the uplink data synchronization module 10 further includes:
and the information scheduling unit 16 is used for sequencing the priority synchronous queue of the business events needing data synchronization.
As shown in fig. 2, in an embodiment of the present invention, the downlink data synchronization module 20 includes:
a data extraction unit 21 for extracting relevant data from the data store of the call centre.
A data adapting unit 22, configured to perform format conversion or mapping on the related data to adapt to a data structure and a format of the target system; the same related data forms a corresponding heterogeneous data structure and format according to the target system.
A data distribution unit 23 for transmitting the relevant data to the target system via the communication network.
The present invention is not limited to the above-mentioned embodiments, and any changes or substitutions that can be easily understood by those skilled in the art within the technical scope of the present invention are intended to be included in the scope of the present invention. Therefore, the protection scope of the present invention should be subject to the protection scope of the claims.
Claims (8)
1. An event-driven cross-channel data synchronization method, comprising:
setting a message queue to subscribe service events to each service channel to form a real-time event stream, filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and form uplink data synchronization;
through data extraction, data conversion and data transmission form downlink data synchronization.
2. The event driven cross channel data synchronization method as claimed in claim 1 wherein said process of forming a real time event stream comprises:
Establishing a message queue between a service host of each service channel and a call center host;
The call center host subscribes to service events from each service host;
the call center host continuously receives service events provided by the service hosts.
3. The event driven cross channel data synchronization method as in claim 1 wherein the process of filtering real time event stream capture synchronization events according to filtering rules and recognition rules comprises:
forming a focus event set according to the event filtering rule;
and checking the focused event set and the call center service according to the identification rule to determine the service event needing data synchronization.
4. The event driven cross channel data synchronization method as in claim 3 wherein said event filtering rules comprise:
an event importance rule comprising:
high priority events: for events of high importance, setting shorter monitoring intervals to ensure timely processing;
Low priority events: for events of lower importance, longer monitoring intervals may be set to reduce system load;
A customer identification rule comprising:
individual customer filtering: monitoring only events of a particular customer, such as VIP customers or new customers;
customer exclusion: excluding certain customer events to prevent monitoring of specific customer events;
an event frequency rule comprising:
high frequency event: monitoring the frequency of certain events, and triggering event monitoring if the events occur multiple times in succession;
low frequency events: monitoring the lowest occurrence frequency of the event to prevent infrequent events from being misreported;
A time window rule comprising:
And (3) monitoring a time range: monitoring events only within a specific time range, such as events within a working time;
time range exclusion: monitoring of events is precluded within a specific time frame, such as events during a maintenance period.
5. The event driven cross channel data synchronization method as in claim 3 wherein said identification rule comprises:
Extracting relevance characteristics in service events according to event types;
According to the relevance characteristics, the call center is matched to acquire corresponding data items;
And judging the matching degree of the data items between the business event and the call center.
6. The event driven cross channel data synchronization method as claimed in claim 1, wherein said upstream data synchronization comprises:
and sequencing the priority synchronous queue of the business event needing data synchronization.
7. The event driven cross channel data synchronization method as claimed in claim 1, wherein said downstream data synchronization comprises:
Extracting relevant data from a data store of the call center;
Performing format conversion or mapping on the related data to adapt to the data structure and format of the target system;
the related data is transmitted to the target system through the communication network.
8. An event-driven cross-channel data synchronization system, comprising:
the uplink data synchronization module is used for setting a message queue to subscribe service events to each service channel to form a real-time event stream, and filtering the real-time event stream according to a filtering rule and an identification rule to capture the service events needing data synchronization and form uplink data synchronization;
And the downlink data synchronization module is used for forming downlink data synchronization through data extraction, data conversion and data transmission.
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