CN118138555A

CN118138555A - Customer service message processing method and electronic equipment

Info

Publication number: CN118138555A
Application number: CN202410101943.7A
Authority: CN
Inventors: 邵振亚; 范立健; 梁宇荣; 陈记辉
Original assignee: Zhejiang Tmall Technology Co Ltd
Current assignee: Zhejiang Tmall Technology Co Ltd
Priority date: 2024-01-24
Filing date: 2024-01-24
Publication date: 2024-06-04

Abstract

The embodiment of the application discloses a customer service message processing method and electronic equipment, wherein the method comprises the following steps: responding to a consultation request initiated by a user, and creating a first group session based on a first instant messaging system associated with a current service side; determining related service parties needing to participate in cooperation in the service process; sending a request for distributing second customer service personnel to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service personnel, a second group session is established in the second instant messaging system, and identification information of the second group session is returned; and establishing an association relationship between the identification information of the first group session and the identification information of the second group session so as to synchronize the messages generated in one group session to other group sessions according to the association relationship. By the embodiment of the application, the efficiency and quality of problem processing can be improved.

Description

Customer service message processing method and electronic equipment

Technical Field

The present application relates to the field of information processing technologies, and in particular, to a customer service message processing method and an electronic device.

Background

In the commodity information service system, after-sale problems often occur, some problems cannot be agreed between a consumer and a merchant, even when disputes and the like occur, the consumer can complain through the customer service system of the platform side, and then the customer's appeal can be known through an on-line conversation or telephone and other modes by the manual customer service of the platform side, and a solution is provided for the consumer. Of course, in addition to after-market issues, consumers may also initiate consultation with the platform side customer service regarding issues such as marketing campaigns initiated by the platform side, and so on.

In the current online customer service system, when disputes and problems between users and merchants or logistics are encountered, customer service is often in a state of unequal information, which results in inefficiency in handling the problems, delays in solutions, and increases the discontent emotion and complaint rate of members. For example, a member typically seeks help from platform customer service when it encounters a problem, but customer service may not have the right and ability to solve all problems, especially when the problem relates to a third party merchant or a logistics service provider, such inefficiency may be more pronounced.

Disclosure of Invention

The application provides a customer service message processing method and electronic equipment, which can improve the efficiency and quality of problem processing.

The application provides the following scheme:

A customer service message processing method, comprising:

responding to a consultation request initiated by a user, creating a first group session based on a first instant messaging system associated with a current service party, and determining the user and a first customer service person as initial members in the first group session;

determining related service parties needing to participate in cooperation in the service process;

Sending a request for distributing second customer service personnel to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service personnel, a second group session is established in the second instant messaging system, and identification information of the second group session is returned;

and establishing an association relationship between the identification information of the first group session and the identification information of the second group session so as to synchronize the messages generated in one group session to other group sessions according to the association relationship.

Wherein, the related service parties are one or more corresponding second instant messaging systems which are the same or different; when a plurality of related service parties correspond to different second instant messaging systems, a request for distributing second customer service personnel is sent to the plurality of different second instant messaging systems, so that after the plurality of different second instant messaging systems respectively determine the second customer service personnel, second group sessions are respectively created, and identification information of the second group sessions is returned.

And the first instant communication system and the second instant communication system associated with the relevant service party are subjected to system communication in advance, so that the protocols of the conversation capacity and the message capacity among different instant communication systems are synchronized.

After the second group session is created in the second instant messaging system, the returned information further includes unique identification information of the second customer service personnel, so that the unique identification information of the second customer service personnel is displayed in the first group session.

The method for determining the relevant service side needing to participate in cooperation in the service process comprises the following steps:

A first operation option for adding the relevant service party is provided so that the first customer performs an operation of adding the relevant service party through the first operation option.

And constructing prompt texts for dialogue with the AI large-scale parameter model, inputting dialogue contents generated in the service process into the AI large-scale parameter model, so that the AI large-scale parameter model can sum up problems and/or requirements of users according to the dialogue contents, and determining the related service parties.

Wherein, still include:

After the second group session is created, the dialogue content generated in the service process is input into an AI large-scale parameter model, so that the AI large-scale parameter model judges the problem processing progress of the user through summarizing the dialogue content, and if the coordination task of one second customer service personnel is completed, the second customer service personnel is removed from the first group session, and the corresponding second instant communication system is informed to end the corresponding second group session.

Wherein, still include:

and if the AI large-scale parameter model judges that the problem of the user is completely solved, ending the first group session, and if a second group session which is not ended exists, informing other second instant messaging systems to end the corresponding second group session.

A customer service message processing apparatus comprising:

a group session creation unit, configured to create a first group session based on a first instant communication system associated with a current server in response to a consultation request initiated by a user, and determine the user and a first customer service person as initial members in the first group session;

A related service party determining unit, configured to determine a related service party that needs to participate in collaboration in a service process;

A request sending unit, configured to send a request for distributing a second customer service person to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service person, a second group session is created in the second instant messaging system, and identification information of the second group session is returned;

And the association relation establishing unit is used for establishing an association relation between the identification information of the first group session and the identification information of the second group session so as to synchronize the message generated in one group session to other group sessions according to the association relation.

A computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of the method of any of the preceding claims.

An electronic device, comprising:

one or more processors; and

A memory associated with the one or more processors, the memory for storing program instructions that, when read for execution by the one or more processors, perform the steps of the method of any of the preceding claims.

A computer program product comprising computer program/computer executable instructions which, when executed by a processor in an electronic device, implement the steps of any one of the methods of the preceding claims.

According to the specific embodiment provided by the application, the application discloses the following technical effects:

According to the embodiment of the application, after the user initiates the consultation request to the current server, the first group session can be created based on the first instant messaging system associated with the current server, and the user and the first client are determined to be initial members in the first group session. In the service process, a relevant service party needing to participate in cooperation can be determined, and a request for distributing second customer service personnel is sent to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service personnel, a second group session is created in the second instant messaging system, and identification information of the second group session is returned. Then, an association relationship between the identification information of the first group session and the identification information of the second group session can be established, so that messages generated in one group session are synchronized to other group sessions according to the association relationship. Through the multiparty collaboration mechanism based on the instant messaging system, customer service personnel of relevant service parties such as merchants, logistics and the like can be added into a real-time instant messaging group chat session with a user, so that the user can realize real-time communication with the current service party and customer service personnel of other relevant service parties through the group session, timely transmission and accuracy of information are ensured, efficiency and quality of problem processing can be improved, instant communication of all relevant parties is ensured, the problem of unequal information among different service parties can be solved, information distortion of intermediate links is reduced, time required for solving the problem is shortened, service efficiency and satisfaction degree of the user are improved, and in addition, work difficulty and communication burden of the customer service personnel are reduced, so that the customer service personnel can be more focused on service provision and problem solving.

In addition, dynamic creation and management of group session can be realized, for example, related service parties such as related merchants or physical distribution customer service can be intelligently matched and invited to join group chat according to specific problems encountered by users, after some related service party completes collaboration, the group session created in the corresponding instant messaging system can be removed from the group, and the like.

Of course, it is not necessary for any one product to practice the application to achieve all of the advantages set forth above at the same time.

Drawings

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

FIG. 1 is a schematic diagram of a system architecture provided by an embodiment of the present application;

FIG. 2 is a flow chart of a method provided by an embodiment of the present application;

FIG. 3 is a schematic diagram of an apparatus provided by an embodiment of the present application;

fig. 4 is a schematic diagram of an electronic device according to an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments. All other embodiments, which are derived by a person skilled in the art based on the embodiments of the application, fall within the scope of protection of the application.

It should be noted that, in the conventional customer service process, the problem of user feedback often involves a third party merchant or a logistics service provider, at this time, the platform customer service usually needs to respectively contact the merchant customer service (customer service representative of the merchant providing goods or services, responsible for handling and responding to the user consultation and problem related to their goods or services) and the logistics customer service (customer service representative of the logistics service provider, responsible for handling and responding to the consultation and problem related to the user in the process of goods delivery, etc.) after finishing the dialogue with the user, and then feed back to the user.

Aiming at the problems, the prior solutions mainly comprise two solutions, wherein one solution is to increase training or authorization authority of platform customer service personnel and ensure that the platform customer service personnel contact merchants or logistics customer service in time after the service is finished. However, when a problem is encountered in which the user is required to participate in person, the platform customer service still needs to re-contact the user, which inevitably causes a delay in communication. In addition, because customer service personnel cannot completely replace users to make decisions, the solution still cannot completely improve the problem solving efficiency. Another solution is to implement instant communication between customer service, users, merchants and logistics through teleconferencing to cooperatively solve the problem. However, while teleconferencing allows related parties to participate in the discussion at the same time, there are significant challenges associated with coordinating parties for the same idle time and initiating the conference, which may lead to delays in problem handling.

Aiming at the situation, in the embodiment of the application, the user problem solving service system based on the establishment of the multiparty collaboration of the instant messaging system can be used for improving the efficiency of solving the problems of disputes and the like between the user and a merchant or logistics. The system core is to create and manage real-time communication and dynamic group chat, allow customer service to immediately contact business or logistics customer service in the service process, and solve the problems of interruption and delay.

That is, in the embodiment of the present application, platform customer service, merchant customer service, logistics customer service, etc. may be added to a group of an instant messaging system, so that customer service personnel of each service party may communicate in real time in a "group chat" manner through the instant messaging group. "group chat" generally refers to a function in instant messaging software that allows multiple users to create a group within which all members can communicate information and share files in real time. Since the group session of the instant messaging system does not necessarily require all participants to be online at the same time, coordination is easier than in the form of a teleconference, and there is no need to coordinate the idle times of the parties in advance.

However, in a specific implementation, there is a problem to be solved in that a group session in an existing instant messaging system generally requires that each different party uses the same instant messaging system, but platform customer service and merchant customer service, logistics customer service and the like belong to different service parties respectively, each service party is usually already deployed with a respective instant messaging system for a specific customer service person to provide services such as consultation for a user, and the instant messaging systems deployed by different service parties may be different. At this time, how to join the customer service personnel of each service party into the group session of the instant messaging system becomes a problem to be solved. One way may be to require the customer service personnel of each service party to use the same instant communication system, but this means that some service parties need to redeploy the instant communication system dedicated to cooperative communication between multiple service parties, but significant overhead is generated in terms of application deployment and the like, and the same customer service personnel need to log in different instant communication systems to send and receive messages in the working process, which also affects the working efficiency of the customer service personnel or timeliness of service.

In order to solve the above-mentioned problems, in the embodiment of the present application, an implementation scheme for simulating the establishment of a group session between different instant communication systems is also provided. That is, different service parties may be allowed to continue to use the original instant messaging system, but a plurality of different instant messaging systems may be opened in advance, which may include opening in terms of session capability, message capability, and the like. The session capability mainly comprises the aspects of session creation, session ending, member adding, member removing and the like, and protocol synchronization among different instant messaging systems; the message capability mainly comprises aspects of sending, withdrawing, referencing and the like of the message, and protocol synchronization among different instant messaging systems is realized, so that the operations of sending, withdrawing, referencing and the like executed by the different instant messaging systems can be correctly identified by other instant messaging systems, and the like. Under the condition that the instant messaging system is opened, after the user enters a consultation request to the platform customer service, a first group session can be created in the current first instant messaging system, and under the default condition, the user and a first customer service person in the current service party can be members of the first group session. In the service process, if a plurality of service parties are required to cooperate, a request for distributing second customer service personnel is sent to a second instant communication system (one or more of the second instant communication systems) associated with other service parties after the other service parties are determined, so that after the second customer service personnel are determined by the second instant communication system, a second group session is created in the second instant communication system, and identification information of the second group session is returned. Of course, the identification of the first group session may also be provided to the second instant messaging system, so that an association relationship between a plurality of group sessions may be established in a plurality of different instant messaging systems. In addition, the group session may also display information such as the identity of the customer service personnel of other service parties (may be approximately identified by the identity of the service party, or may also directly display unique identifiers such as nicknames of specific customer service personnel, etc.). After that, the user and the customer service personnel of each service party can send the message in the group session created in the respective instant messaging system, and the synchronization of the specific message among different group sessions can be realized according to the association relationship among the plurality of group sessions between different instant messaging systems, and other participants can receive the message in the respective instant messaging systems.

That is, by respectively creating group sessions in different instant messaging systems used by different service parties and establishing association relationships between different group sessions, a process that a plurality of different participants perform conversations in the group session of the same instant messaging system can be simulated, so that the problem of users is solved based on multiparty collaboration of the instant messaging systems.

From the system architecture perspective, referring to fig. 1, the solution provided by the embodiment of the present application is mainly applied to an online customer service system of a platform side associated with a merchandise information service system, where the online customer service system may be associated with a first instant messaging system, and the first instant messaging system may be communicated with a second instant messaging system associated with online customer service systems of a plurality of other service sides, such as a merchant side, a logistic side, and the like. When the user incoming line sends consultation to customer service personnel of the platform side, a first group session can be created in the first instant communication system, and then, if other service sides are required to cooperatively solve the user problem or the requirement, a corresponding request can be sent to a second instant communication system of the other service sides, so that the second instant communication system can also create a second group session after the customer service personnel are distributed. And the association relation can be established between different group sessions created in different instant messaging systems, so that a user and customer service personnel of each service party can send messages in the group session created in the instant messaging system in which the user and the customer service personnel of each service party are located, and meanwhile, the messages can be synchronized into other group sessions through the association relation, so that other participants can view the message content. Therefore, a scheme that a plurality of different service parties provide collaborative services for users is realized, and the problem of the users is solved. In specific implementation, an AI (ARTIFICIAL INTELLIGENCE ) large-scale parameter model (may be simply referred to as a "large model") may be further introduced, by summarizing the dialogue content generated in the service process by the AI large model, it may be determined which relevant service parties need to be added, or whether the coordination task of a certain relevant service party has been completed, if so, the corresponding customer service personnel may also be automatically removed from the group session, and the corresponding second instant messaging system may be notified to close the corresponding second group session, or the like.

The following describes in detail the specific implementation scheme provided by the embodiment of the present application.

Firstly, the embodiment of the application passes through a customer service message processing method, referring to fig. 2, the method specifically may include:

S201: in response to a user initiated consultation request, a first group session is created based on a first instant messaging system associated with a current server and the user and a first customer are determined to be initial members in the first group session.

The current service party can be a platform party of the commodity information service system, and of course, the current service party can also be a merchant party or a logistics service provider in an alternative manner, and the like. That is, not only when the user initiates consultation with the platform customer service, the cooperation may be participated in by the customer service of the merchant side and/or the customer service of the logistic side, but also when the user initiates consultation with the merchant customer service, the cooperation may be participated in by the customer service of the platform side and/or the customer service of the logistic side, or when the user initiates consultation with the customer service of the logistic side, the cooperation may be participated in by the customer service of the merchant side and/or the customer service of the platform side, and so on.

Whether the current service party is a platform party, a merchant party or a logistic party, and the like, after a user initiates a consultation request, a first group session can be created in a first instant messaging system based on the association of the current service party, and the user and a first customer in the current service party can be determined to be initial members in the first group session. Wherein the first customer may be assigned to the user by the current service provider. After the group session is created, the user may directly talk in the group session, including the user may ask his own questions or complaints, answer by the first customer, or give a solution, etc.

S202: relevant service parties needing to participate in cooperation are determined in the service process.

In the course of servicing the user by the first customer service person of the current service party, if other service parties are found to be needed to participate in the collaboration, then it is possible to determine what relevant service party is specifically needed. In particular, there may be a variety of ways to determine the relevant service party. For example, in one implementation, a first customer may be provided with a first operation option for adding the relevant service party, such that the first customer performs an operation of manually adding the relevant service party via the first operation option. That is, the first customer may determine, according to the problem or the requirement of the user feedback, whether other service parties are required to participate in the collaboration to solve the problem of the user, if so, whether the merchant party is required to participate in the collaboration, whether the logistic party is required to participate in the collaboration, whether the merchant party and the logistic party are required to participate in the collaboration, and so on. Of course, for the first customer service person, it is only necessary to determine which particular server or servers need to participate in the collaboration, and it is not necessary to designate a particular customer service person among other servers. That is, the same merchant may be associated with a plurality of different service personnel, and similarly, a plurality of service personnel are usually present in the same logistic party, but in the embodiment of the present application, the first customer service personnel of the current service party only needs to determine which service party is specifically required to participate in the collaboration, and which service personnel of the specific relevant party participate in the group chat may be determined by the specific relevant party.

In addition to the selection of the party of interest manually by the first customer person, the automatic determination can also be made by way of an AI large model. Specifically, the AI large model refers to a machine learning model having a large-scale parameter and a complex calculation structure. These models are typically built from deep neural networks with billions or even billions of parameters. The design purpose of the large model is to improve the expressive power and predictive performance of the model and to be able to handle more complex tasks and data. The artificial intelligence system based on the AI large model can simulate intelligent behaviors and thinking and cognitive processes of human beings by using a calculation model, thereby realizing intelligent behaviors. In other words, the AI large model may provide interpretation and simulation of human intelligence, while also being useful in constructing higher-level artificial intelligence systems.

Based on the characteristics of the AI big model, in the embodiment of the application, the AI big model can be used for realizing understanding and summarizing dialogue contents related to the user (including dialogue contents between the current group session and the first customer service personnel, history dialogue contents generated in the history incoming process of the user and the like), and judging what related parties currently need to participate in cooperation to solve the problem of the user. Of course, AI large models typically require the input of Prompt text (Prompt), a text input that directs the large model to generate specific content, which functions to tell the large model what it wants it to do, and can give it some necessary information and constraints, etc. Therefore, in concrete implementation, prompt text for dialogue with the AI large model is constructed, and dialogue content generated in the service process is input into the AI large model, so that the AI large model can sum up problems and/or requirements of users according to the dialogue content, and on the basis, relevant service parties needing to participate in cooperation are determined.

It should be noted that, regarding related service parties such as merchants, the associated customer service personnel can be generally classified into a plurality of different types such as before sale, after sale, and the like, so that in specific implementation, information such as the type of customer service personnel of a specific service party can be specifically obtained, whether the first customer service personnel manually adds the related service party or the AI big model automatically adds the related service party by summarizing dialogue contents. For example, assuming that a user's question or appeal is determined to be relevant to an order in which items are placed for a brand of merchant, it may be determined that an after-market attendant of the brand of merchant needs to be added to the current group chat, and so on.

S203: and sending a request for distributing second customer service personnel to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service personnel, a second group session is established in the second instant messaging system, and identification information of the second group session is returned.

After determining the relevant service party needing to participate in the cooperation, a request for distributing a second customer service person can be sent to a second instant communication system associated with the relevant service party. Specifically, after determining at least one relevant service party, the first instant communication system of the current service party may send a request for distributing second customer service personnel to the second instant communication systems corresponding to the relevant service parties respectively, and the relevant service party distributes specific customer service personnel. If the request sent by the current first instant messaging system further includes type information of the customer service personnel, the customer service personnel can be allocated according to the specific type information. For example, if the request carries an after-market customer service person of a merchant, one of the second customer service persons may be selected among a plurality of after-market customer service persons associated with the merchant, and so on.

In addition, if it is determined that a certain customer service person of a certain relevant service party has served the current user according to the history service record and the like, the current service party can directly carry information such as the identification of the customer service person in the request. Thus, after receiving the request, the relevant service party can preferentially judge whether the customer service personnel is in an idle state at present, if so, the task can be directly distributed to the customer service personnel, if the customer service personnel is providing service for other users, the customer service personnel with similar skills with the customer service personnel can be distributed, and the like.

After the second instant messaging system distributes the second customer service personnel, a second group session can be created in the second instant messaging system, and identification information of the second group session is returned to the first instant messaging system. Wherein, the number of the relevant service parties which are particularly required to participate in the cooperation can be one or more; if multiple related service parties are required to participate together, the second instant messaging systems corresponding to the related service parties may be the same or different. When the multiple related service parties correspond to different second instant messaging systems, the current first instant messaging system can send a request for distributing second customer service personnel to the multiple different second instant messaging systems, so that after the multiple different second instant messaging systems respectively determine the second customer service personnel, respectively creating second group sessions, and returning identification information of the second group sessions.

S204: establishing an association relation between the identification information of the first group session and the identification information of the second group session, and providing the information of the second customer service personnel in the first group session so as to synchronize the information generated in one group session to other group sessions according to the association relation.

That is, in the embodiment of the present application, instead of the group chat established in the same instant messaging system in the conventional sense, each member is dispersed in a plurality of different instant messaging systems, by opening a plurality of different instant messaging systems in advance, group sessions established in each different instant messaging system can be established, and association relationships between the group sessions are recorded, so that a message sent by a user through a certain group session in a different instant messaging system can be synchronized to other group sessions associated with the user in other instant messaging systems, so that participants in other instant messaging systems can also receive the message, thereby realizing simulation of a group chat process established in the same instant messaging system, realizing that a plurality of service providers provide services for the user through a collaboration mode, solving the problem of the user, satisfying the requirements of the user, and the like.

If the number of the related service parties is multiple and corresponds to multiple different second instant messaging systems, the association relationship between the current first group session and the identifiers of the multiple different second group sessions can be established. In this way, if the user or the first customer service person sends a message in the current first group session, the first instant messaging system may send the message to a plurality of different second group sessions corresponding to a plurality of related service parties according to the association relationship, so that the second customer service person in the related service party can view the message from the second group session. Similarly, if a second customer service person sends a message through a specific second group session, the second instant communication system may send the message to the first instant communication system, and the first instant communication system may synchronize the message to the first group session associated with the second group session, and if the first group session is also associated with other second group sessions, may also simultaneously synchronize to the other second group sessions. In this way, messages generated in one group session can be synchronized to other group sessions so that multiple participants of the group session can view the message. It should be noted that, by the scheme provided by the embodiment of the application, the messages shared by the multiple participants in the group chat can include the dialogue content information input by each participant, and also can include the order information, the dispute evidence material and the like of the user, so that all the participants can make quick response based on the comprehensive and complete information.

Of course, in specific implementations, the function of designating the viewer may also be provided, for example, the first customer service person on the platform side needs to send a message to the second customer service person on the merchant side, the message is not intended to be seen by the second customer service person on the logistic side, or the message may be selected to be sent only to the second customer service person on the merchant side, at this time, the message generated in the first group session may be synchronized to the second group session on the merchant side, and no longer synchronized to the second group session on the logistic side, and so on.

It should be noted that, after at least one relevant service party is determined, and the relevant service party determines the second customer service personnel, and establishes the second group session, information about the second customer service personnel of the relevant service party may also be provided in the first group session, so that the participant can learn the identities of other participants. For example, the second customer service person of the merchant side may be displayed as "× merchant after-sales customer service", the second customer service person of the logistic side may be displayed as "× logistic customer service", and so on. Or in another case, after the second group session is created in the second instant messaging system of the relevant service party, the returned information may further include unique identification information of the second customer service person, such as a nickname, ID, etc., so as to display such unique identification information of the second customer service person in the first group session. In this way, each participant can not only look at the messages generated in the group session, but also learn which party is sending each message specifically, so that more efficient communication is performed.

In the process of carrying out cooperation among a plurality of participants through the first group session and at least one second group session, the problem processing progress of the user can be judged by inputting dialogue content generated in the service process into an AI large-scale parameter model and summarizing the dialogue content by the AI large-scale parameter model, and if the coordination task of a certain second customer service personnel is completed, the second customer service personnel can be removed from the first group session and a corresponding second instant messaging system is notified to end the corresponding second group session. That is, during multiparty collaboration, a participant may only need to complete a portion of his task, and after the participant completes his task, the participant may be removed from the group session in which he is located. In addition, if the AI large-scale parameter module determines that the problem of the user is completely solved, the first group session may be ended, and if there is a second group session that has not been ended, other second instant messaging systems may be notified to end the corresponding second group session, and so on.

In summary, according to the embodiment of the present application, after a user initiates a consultation request to a current service party, a first group session may be created based on a first instant messaging system associated with the current service party, and the user and a first customer service person may be determined to be initial members in the first group session. In the service process, a relevant service party needing to participate in cooperation can be determined, and a request for distributing second customer service personnel is sent to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service personnel, a second group session is created in the second instant messaging system, and identification information of the second group session is returned. Then, an association relationship between the identification information of the first group session and the identification information of the second group session can be established, so that messages generated in one group session are synchronized to other group sessions according to the association relationship. Through the multiparty collaboration mechanism based on the instant messaging system, customer service personnel of relevant service parties such as merchants, logistics and the like can be added into a real-time instant messaging group chat session with a user, so that the user can realize real-time communication with the current service party and customer service personnel of other relevant service parties through the group session, timely transmission and accuracy of information are ensured, efficiency and quality of problem processing can be obviously improved, instant communication of all relevant parties is ensured, the problem of unequal information among different service parties can be solved, information distortion of intermediate links is reduced, time required for solving the problem is shortened, service efficiency and satisfaction of the user are improved, and in addition, work difficulty and communication burden of the customer service personnel are reduced, so that the customer service personnel can concentrate on service provision and problem solving.

It should be noted that, in the embodiment of the present application, the use of user data may be involved, and in practical application, the user specific personal data may be used in the solution described herein within the scope allowed by the applicable legal regulations in the country under the condition of meeting the applicable legal regulations in the country (for example, the user explicitly agrees to the user to notify practically, etc.).

Corresponding to the foregoing method embodiment, the embodiment of the present application further provides a customer service message processing apparatus, referring to fig. 3, where the apparatus may include:

A group session creation unit 301, configured to create a first group session based on a first instant communication system associated with a current server in response to a consultation request initiated by a user, and determine the user and a first customer as initial members in the first group session;

A related service party determining unit 302, configured to determine, in a service process, a related service party that needs to participate in collaboration;

A request sending unit 303, configured to send a request for distributing a second customer service person to a second instant messaging system associated with the relevant service party, so that after the second instant messaging system determines the second customer service person, a second group session is created in the second instant messaging system, and identification information of the second group session is returned;

the association relationship establishing unit 304 is configured to establish an association relationship between the identification information of the first group session and the identification information of the second group session, so as to synchronize the message generated in one group session with other group sessions according to the association relationship.

Specifically, the first instant messaging system and the second instant messaging system associated with the relevant service party perform system break-through in advance, so that protocol synchronization in terms of session capability and message capability is performed between different instant messaging systems.

Wherein the related service party determining unit may specifically be configured to:

Or the related-service-party determining unit may be specifically configured to:

In addition, the apparatus may further include:

And the member removing unit is used for inputting dialogue content generated in the service process into the AI large-scale parameter model after the second group session is created, so that the AI large-scale parameter model can judge the problem processing progress of the user by summarizing the dialogue content, and removing a second customer service person from the first group session and notifying a corresponding second instant messaging system to end the corresponding second group session if the coordination task of the second customer service person is completed.

And the session ending unit is used for ending the first group session if the AI large-scale parameter model judges that the problem of the user is completely solved, and notifying other second instant messaging systems to end the corresponding second group session if the second group session which is not ended exists.

In addition, the embodiment of the present application also provides a computer readable storage medium, on which a computer program is stored, which when executed by a processor, implements the steps of the method described in the foregoing method embodiment.

And an electronic device comprising:

one or more processors; and

A memory associated with the one or more processors for storing program instructions that, when read for execution by the one or more processors, perform the steps of the methods described in the foregoing method embodiments.

A computer program product comprising computer program/computer-executable instructions which, when executed by a processor in an electronic device, implement the steps of the method of the preceding method embodiments.

Fig. 4 illustrates an architecture of an electronic device, which may include a processor 410, a video display adapter 411, a disk drive 412, an input/output interface 413, a network interface 414, and a memory 420, among others. The processor 410, video display adapter 411, disk drive 412, input/output interface 413, network interface 414, and memory 420 may be communicatively coupled via a communication bus 430.

The processor 410 may be implemented by a general-purpose CPU (Central Processing Unit) or a microprocessor, an Application SPECIFIC INTEGRATED Circuit (ASIC), or one or more integrated circuits, etc. for executing related programs to implement the technical solution provided by the present application.

The Memory 420 may be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory ), static storage, dynamic storage, etc. The memory 420 may store an operating system 421 for controlling the operation of the electronic device 400, and a Basic Input Output System (BIOS) for controlling the low-level operation of the electronic device 400. In addition, a web browser 423, a data storage management system 424, a customer service message processing system 425, and the like may also be stored. The customer service message processing system 425 may be an application program that implements the operations of the foregoing steps in the embodiments of the present application. In general, when the technical solution provided by the present application is implemented by software or firmware, relevant program codes are stored in the memory 420 and invoked by the processor 410 for execution.

The input/output interface 413 is used to connect to an input/output module to realize information input and output. The input/output module may be configured as a component in a device (not shown) or may be external to the device to provide corresponding functionality. Wherein the input devices may include a keyboard, mouse, touch screen, microphone, various types of sensors, etc., and the output devices may include a display, speaker, vibrator, indicator lights, etc.

The network interface 414 is used to connect communication modules (not shown) to enable communication interactions of the device with other devices. The communication module may implement communication through a wired manner (such as USB, network cable, etc.), or may implement communication through a wireless manner (such as mobile network, WIFI, bluetooth, etc.).

Bus 430 includes a path to transfer information between various components of the device (e.g., processor 410, video display adapter 411, disk drive 412, input/output interface 413, network interface 414, and memory 420).

It should be noted that although the above devices only show the processor 410, the video display adapter 411, the disk drive 412, the input/output interface 413, the network interface 414, the memory 420, the bus 430, etc., in the specific implementation, the device may include other components necessary to achieve normal operation. Furthermore, it will be appreciated by those skilled in the art that the apparatus may include only the components necessary to implement the present application, and not all of the components shown in the drawings.

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

In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments. In particular, for a system or system embodiment, since it is substantially similar to a method embodiment, the description is relatively simple, with reference to the description of the method embodiment being made in part. The systems and system embodiments described above are merely illustrative, wherein the elements illustrated as separate elements may or may not be physically separate, and the elements shown as elements may or may not be physical elements, may be located in one place, or may be distributed over a plurality of network elements. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment. Those of ordinary skill in the art will understand and implement the present invention without undue burden.

The customer service message processing method and the electronic device provided by the application are described in detail, and specific examples are applied to illustrate the principle and the implementation of the application, and the description of the above examples is only used for helping to understand the method and the core idea of the application; also, it is within the scope of the present application to be modified by those of ordinary skill in the art in light of the present teachings. In view of the foregoing, this description should not be construed as limiting the application.

Claims

1. A customer service message processing method, comprising:

2. The method of claim 1, wherein the step of determining the position of the substrate comprises,

The related service parties are one or more corresponding second instant messaging systems which are the same or different; when a plurality of related service parties correspond to different second instant messaging systems, a request for distributing second customer service personnel is sent to the plurality of different second instant messaging systems, so that after the plurality of different second instant messaging systems respectively determine the second customer service personnel, second group sessions are respectively created, and identification information of the second group sessions is returned.

3. The method of claim 1, wherein the step of determining the position of the substrate comprises,

And the first instant messaging system and a second instant messaging system associated with the relevant service party are subjected to system opening in advance, so that protocol synchronization in terms of session capability and message capability is performed between different instant messaging systems.

4. The method of claim 1, wherein the step of determining the position of the substrate comprises,

After the second group session is created in the second instant messaging system, the returned information further comprises the unique identification information of the second customer service personnel, so that the unique identification information of the second customer service personnel is displayed in the first group session.

5. The method of claim 1, wherein the step of determining the position of the substrate comprises,

6. The method of claim 1, wherein the step of determining the position of the substrate comprises,

7. The method according to any one of claims 1 to 6, further comprising:

8. The method as recited in claim 7, further comprising:

9. 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 steps of the method according to any one of claims 1 to 8.

10. An electronic device, comprising:

one or more processors; and

A memory associated with the one or more processors for storing program instructions that, when read for execution by the one or more processors, perform the steps of the method of any of claims 1 to 8.

11. A computer program product comprising computer program/computer-executable instructions which, when executed by a processor in an electronic device, implement the steps of the method of any one of claims 1 to 10.