下面將結合本發明實施例中的附圖，對本發明實施例中的技術方案進行清楚、完整地描述，顯然，所描述的實施例僅僅是本發明一部分實施例，而不是全部的實施例。基於本發明中的實施例，本領域普通技術人員在沒有做出進步性勞動前提下所獲得的所有其他實施例，都屬於本發明保護的範圍。
下面參考本發明的若干代表性實施方式，詳細闡釋本發明的原理和精神。
雖然本發明提供了如下述實施例或附圖所示的方法操作步驟或裝置結構，但基於常規或者無需進步性的勞動在所述方法或裝置中可以包括更多或者更少的操作步驟或模組單元。在邏輯性上不存在必要因果關係的步驟或結構中，這些步驟的執行順序或裝置的模組結構不限於本發明實施例或附圖所示的執行順序或模組結構。所述的方法或模組結構的在實際中的裝置或終端產品應用時，可以按照實施例或者附圖所示的方法或模組結構進行順序執行或者平行執行。
下面介紹本發明的具體技術方案。圖3示出了本發明一種線上客服系統的結構示意圖，請參閱圖1，該系統包括使用者端100、伺服器200以及多個客服端300，該多個客服端屬於同一商家或同一電商平臺。
在本發明的一種實施方式中，會話資訊包括正在進行的會話、歷史會話以及由使用者端或客服端發起的會話請求。
在本發明的一種實施方式中，同一使用者端的多個會話資訊對應的客服端不同包括但不限於如下應用場景：
1、如圖1所示，當使用者Andy第一次與一商家的客服進行溝通時，線上客服系統的伺服器將該使用者對應的使用者端與一客服端(如A客服端)建立會話，實現使用者與該商家的A客服端的蝸牛牛之間的會話溝通。如圖2所示，當網路出現故障導致會話結束或A客服端因為其他原因下線後，使用者Andy的諮詢並未結束，此時伺服器會分配該商家的其他客服(如linda)通過其他客服端(如B客服端)與該使用者進行溝通。後續當A客服端重新上線恢復與該使用者的會話時，會出現同一個使用者同時被同一商家的多個客服接待、與多個客服進行會話的場景。
2、如圖1所示，當使用者Andy第一次與一商家的客服進行溝通時，線上客服系統的伺服器將該使用者對應的使用者端與一客服端(如A客服端)建立會話，實現使用者與該商家的A客服端的蝸牛牛之間的會話溝通。當使用者的諮詢結束後會話結束，此後使用者通過使用者端在該商家下單成功。該商家的售後客服端(如B客服端)對應的客服(如linda)請求建立與該使用者端的會話，如請求使用者通過使用者端確認訂單的收貨地址是否正確，則該使用者又與該商家的另一客服端建立會話，會出現同一個使用者被多個客服接待、與多個客服進行會話的場景。
在上述應用場景中，使用者的體驗很差，同時對客服側也是一種資源浪費。
在本發明中，所述伺服器200用於：獲取與所述使用者端對應的多個會話資訊，當所述多個會話資訊對應的客服端不同時，從不同客服端中確定出目標客服端，每個所述會話資訊對應一個使用者端以及一個客服端。伺服器確定出的唯一的目標客服端即作為該使用者端在該商家進行會話的客服端，如此即可減少客服側的資源浪費，提高使用者後續的體驗。
圖4示出了本發明一種線上客服系統中使用者端、客服端以及伺服器之間的互動示意圖，請參閱圖4，在本發明中的一種實施方式中：
S1：使用者向使用者端輸入會話請求。
在本發明的一個實施例中，使用者Andy想購買A店鋪的某款商品，對於商品頁面的介紹有疑問，則使用者通過使用者端輸出會話請求。
S2：使用者端發起會話請求。
S3：伺服器接收到使用者端的會話請求之後，分配該商家的A客服端與該使用者端建立會話。
在本發明的一個實施例中，如此即可實現使用者Andy與該商家的A客服端對應的客服蝸牛牛之間的會話。使用者可就相關商品的疑慮與客服進行溝通。
S4：客服向B客服端輸入會話請求。
本發明的一個實施例中，使用者Andy與該商家的A客服端對應的客服蝸牛牛之間會話結束後，在A店鋪下單成功。此時A店鋪的售後客服(諸如linda)輸入會話請求，如請求使用者Andy通過使用者端確認訂單的收貨地址是否正確，則該使用者又將與該商家的另一客服端B建立會話。
上述步驟S1至S4是本發明的一種實施方式中同一使用者端與同一商家的多個客服端發生會話資訊的一種實施方式，其他實施方式與此類似，此處不再詳述。下面具體介紹當出現一個使用者同時被多個客服接待的場景時如何確定出目標客服端。
S5：伺服器獲取與所述使用者端對應的多個會話資訊。
在本發明的一個實施例中，如獲取出使用者端對應的與A客服端以及B客服端的會話資訊。
S6：伺服器確定所述多個會話資訊對應的客服端是否不同。
在本發明的一種實施方式中，會話資訊均涉及使用者端以及客服端。當多個會話資訊的對應客服端不同時，則執行步驟S7。
S7：伺服器從不同客服端中確定出目標客服端。
在本發明的一種實施方式中，該步驟包括：
S711：伺服器向使用者端輸出客服選定資訊。
在本發明的一種實施方式中，所述客服選定資訊包括與多個會話資訊對應的客服端。
S712：使用者端顯示所述客服選定資訊。
在本發明的一個具體實施例中，使用者端顯示的客服選定資訊如圖11所示。在圖11所示的具體實施例中，客服選定資訊中包括了不同客服端對應的客服的昵稱。在本發明的其他實施方式中，客服選定資訊中還可包括不同客服端對應的客服的帳號、該客服與該使用者端對應的使用者進行會話的時間、該客服與該使用者端對應的使用者進行會話的內容等。
在本發明的其他實施方式中，使用者端顯示客服選定資訊還可通過其他方式進行，此處不再贅述。
S713：使用者根據所述客服選定資訊輸入選取指令資訊。
在本發明的一個具體實施例中，如圖11所示，使用者Andy可以選擇客服1蝸牛牛或客服2linda。
S714：使用者端將使用者輸入的選取指令資訊發送至伺服器。
S715：伺服器確定出選取指令資訊對應的客服端即為目標客服端。
在本發明的一個具體實施例中，如圖11所示，使用者Andy選擇客服1蝸牛牛，則該使用者在該店鋪的目標客服端為客服1蝸牛牛對應的客服端，此後該使用者在該店鋪的諮詢事宜主要由該客服端負責。如此可提高使用者進行會話的體驗，減少客服側的資源浪費，避免了一個使用者同時被多個客服接待。
在本發明的一種實施方式中，步驟S7伺服器從不同客服端中確定出目標客服端還可通過如下方式實現：
S72：伺服器從不同客服端中隨機確定出一個客服端作為目標客服端。
在本發明的一個具體實施例中，如圖11所示，伺服器可以選擇客服1蝸牛牛或客服2linda中任意一個作為目標客服端。
在本發明的一種實施方式中，步驟S7伺服器從不同客服端中確定出目標客服端還可通過如下方式實現：
S731：伺服器獲取不同客服端對應的客服屬性資訊及/或會話時間資訊；
S732：伺服器根據所述客服屬性資訊及/或會話時間資訊從不同客服端中確定出一個客服端作為目標客服端。
在本發明的一種實施方式中，客服屬性資訊一般包括客服的伺服範圍，如售前、售後等。
在本發明的一種實施方式中，會話時間資訊一般指的是會話的開始時間、結束時間、持續時間等。
在本發明的一個具體實施例中，如圖11所示，伺服器獲取到的客服屬性資訊顯示，客服1蝸牛牛是售前客服，客服2linda是售後客服，且使用者Andy與客服1蝸牛牛的會話開始時間比與客服2linda的會話開始時間早，則伺服器可將客服1蝸牛牛對應的客服端確定為目標客服端。
在本發明的一種實施方式中，步驟S7伺服器從不同客服端中確定出目標客服端還可通過如下方式實現：
S741：伺服器向不同客服端輸出衝突提示資訊；
S742：不同客服端顯示所述衝突提示資訊，所述衝突提示資訊包括與多個會話資訊對應的使用者端。
在本發明的一個具體實施例中，一個客服端顯示的衝突提示資訊如圖12所示。
在本發明的其他實施方式中，客服端顯示的衝突提示資訊還可通過其他方式進行，此處不再贅述。
S743：客服端獲取對應的客服根據所述衝突提示資訊輸入選擇指令資訊。
在本發明的一個具體實施例中，如圖12所示，客服2linda通過客服端輸入選擇指令資訊，該選擇指令資訊在該具體實施例中為“是”或“否”。“是”，即表明客服2linda仍選擇繼續與使用者Andy進行會話，“否”則表明客服2linda選擇中斷與使用者Andy的會話。
S744：客服端將客服輸入的選擇指令資訊發送至伺服器。
S745：伺服器接收不同客服端發送的選擇指令資訊，根據所述選擇指令資訊確定出目標客服端。
在本發明的一種實施方式中，當伺服器檢測出不同客服端發送的選擇指令資訊中有且僅有一個選擇指令資訊為繼續會話時，所述選擇指令資訊為繼續會話的客服端即為目標客服端。
在本發明的一種實施方式中，當不同客服端發送的選擇指令資訊中有多個選擇指令資訊為繼續會話時，所述伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端。
在本發明的一種實施方式中，伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端包括：獲取選擇指令資訊為繼續會話的多個客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
在本發明的一種實施方式中，伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端包括：伺服器從選擇指令資訊為繼續會話的多個客服端中隨機篩選出一個客服端作為目標客服端。
在本發明的一種實施方式中，當不同客服端發送的選擇指令資訊中所有選擇指令資訊均為停止會話時，所述伺服器從不同客服端中篩選出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，伺服器從不同客服端中篩選出一個客服端作為目標客服端包括：獲取不同客服端對應的客服屬性資訊及/或會話時間資訊，根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
在本發明的一種實施方式中，伺服器從不同客服端中篩選出一個客服端作為目標客服端包括：從不同客服端中隨機確定出一個客服端作為目標客服端。
如上即為本發明提供的一種線上客服系統，由伺服器獲取與使用者端對應的多個會話資訊，當多個會話資訊對應的客服端屬於同一商家的不同客服端時，即說明該商家有多個客服接待過同一個使用者端的使用者，此時伺服器從不同客服端中確定出目標客服端，該目標客服端作為該商家的唯一客服端與該使用者端進行會話，因而提升了使用者後續的溝通體驗，降低了客服側的資源浪費。
圖5示出了本發明一種使用者端的結構示意圖，請參閱圖5，所述使用者端100包括：
選定資訊顯示模組101，用於接收並顯示一伺服器發送的客服選定資訊，所述客服選定資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的，所述客服選定資訊包括與所述多個會話資訊對應的客服端。
在本發明的一個具體實施例中，使用者端顯示的客服選定資訊如圖11所示。在圖11所示的具體實施例中，客服選定資訊中包括了不同客服端對應的客服的昵稱。在本發明的其他實施方式中，客服選定資訊中還可包括不同客服端對應的客服的帳號、該客服與該使用者端對應的使用者進行會話的時間、該客服與該使用者端對應的使用者進行會話的內容等。
在本發明的其他實施方式中，使用者端顯示客服選定資訊還可通過其他方式進行，此處不再贅述。
選取指令獲取模組102，用於獲取使用者根據所述客服選定資訊輸入的選取指令資訊。
在本發明的一個具體實施例中，如圖11所示，使用者Andy可以選擇客服1蝸牛牛或客服2linda。
選取指令發送模組103，用於發送所述選取指令資訊至一伺服器，以使所述伺服器根據選取指令資訊確定出目標客服端。
在本發明的一個具體實施例中，如圖11所示，使用者Andy選擇客服1蝸牛牛，則該使用者在該店鋪的目標客服端為客服1蝸牛牛對應的客服端，此後該使用者在該店鋪的諮詢事宜主要由該客服端負責。如此可提高使用者進行會話的體驗，減少客服側的資源浪費，避免了一個使用者同時被多個客服接待。
圖6示出了本發明一種客服端的結構示意圖，請參閱圖6，所述客服端300包括：
衝突資訊顯示模組301，用於接收並顯示一伺服器發送的衝突提示資訊，所述衝突提示資訊包括所述客服端的會話資訊對應的一使用者端，所述衝突提示資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的衝突提示資訊衝突提示資訊。
在本發明的一個具體實施例中，一個客服端顯示的衝突提示資訊如圖12所示。
在本發明的其他實施方式中，客服端顯示的衝突提示資訊還可通過其他方式進行，此處不再贅述。
選擇資訊輸入模組302，用於獲取所述客服端對應的客服根據所述衝突提示資訊輸入的選擇指令資訊。
在本發明的一個具體實施例中，如圖12所示，客服2linda通過客服端輸入選擇指令資訊，該選擇指令資訊在該具體實施例中為“是”或“否”。“是”，即表明客服2linda仍選擇繼續與使用者Andy進行會話，“否”則表明客服2linda選擇中斷與使用者Andy的會話。
確認指令發送模組303，用於發送所述選擇指令資訊至一伺服器，以使所述伺服器根據所述選擇指令資訊確定出目標客服端。
圖7示出了本發明一種伺服器的結構示意圖，請參閱圖7，所述伺服器200包括：
會話資訊獲取模組201，用於獲取與一使用者端對應的多個會話資訊；
目標客服端確定模組202，用於當所述多個會話資訊對應的客服端不同時，從不同客服端中確定出目標客服端，每個所述會話資訊對應一個使用者端以及一個客服端。
在本發明的一種實施方式中，目標客服端確定模組202用於從不同客服端中隨機確定出一個客服端作為目標客服端。
在本發明的一個具體實施例中，如圖11所示，伺服器可以選擇客服1蝸牛牛或客服2linda中任意一個作為目標客服端。
在本發明的一種實施方式中，目標客服端確定模組202用於獲取不同客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊從不同客服端中確定出一個客服端作為目標客服端。
在本發明的一種實施方式中，客服屬性資訊一般包括客服的伺服範圍，如售前、售後等。
在本發明的一種實施方式中，會話時間資訊一般指的是會話的開始時間、結束時間、持續時間等。
在本發明的一個具體實施例中，如圖11所示，伺服器獲取到的客服屬性資訊顯示，客服1蝸牛牛是售前客服，客服2linda是售後客服，且使用者Andy與客服1蝸牛牛的會話開始時間比與客服2linda的會話開始時間早，則伺服器可將客服1蝸牛牛對應的客服端確定為目標客服端。
在本發明的一種實施方式中，目標客服端確定模組202應用向所述使用者端輸出客服選定資訊，所述客服選定資訊包括與多個會話資訊對應的客服端；接收所述使用者端發送的選取指令資訊，所述選取指令資訊對應的客服端即為目標客服端。在圖11所示的具體實施例中，使用者可以在使用者端輸入選取指令資訊，該選取指令資訊在圖11中為客服1蝸牛牛或客服2linda。當使用者選擇了客服2linda時，則客服2linda對應的客服端即為目標客服端。
在本發明的一種實施方式中，目標客服端確定模組202用於向不同客服端輸出衝突提示資訊，所述衝突提示資訊包括與多個會話資訊對應的使用者端，接收不同客服端發送的選擇指令資訊，根據所述選擇指令資訊確定出目標客服端。
在該實施方式中，伺服器還可發送客服端對應的客服輸入的選擇指令資訊至對應的使用者端，當選擇指令資訊為繼續會話時，該使用者端對應的使用者即可知曉該客服端對應的客服可以作為其在該店鋪的唯一客服端與該使用者端進行後續會話。當選擇指令資訊為停止會話時，該使用者端對應的使用者即可知曉該客服端對應的客服無法作為其在該店鋪的唯一客服端與該使用者端進行後續會話。如此，當使用者端接收到所有客服端的選擇指令資訊後，則可從選擇指令資訊為繼續會話的客服端中選擇出一個，作為最終的目標客服端。
在該實施方式中，伺服器也可不發送客服端對應的客服輸入的選擇指令資訊至對應的使用者端，僅將其確定出的目標客服端發送至使用者端，作為使用者端對應的使用者在該店鋪的目標客服進行後續溝通。
在本發明的一種實施方式中，當目標客服端確定模組檢測出不同客服端發送的選擇指令資訊中有且僅有一個選擇指令資訊為繼續會話時，所述選擇指令資訊為繼續會話的客服端即為目標客服端。
在本發明的一種實施方式中，當目標客服端確定模組檢測出不同客服端發送的選擇指令資訊中有多個選擇指令資訊為繼續會話時，從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，目標客服端確定模組獲取選擇指令資訊為繼續會話的多個客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，目標客服端確定模組從選擇指令資訊為繼續會話的多個客服端中隨機篩選出一個客服端作為目標客服端。
在本發明的一種實施方式中，當目標客服端確定模組檢測出不同客服端發送的選擇指令資訊中所有選擇指令資訊均為停止會話時，從不同客服端中篩選出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，目標客服端確定模組獲取不同客服端對應的客服屬性資訊及/或會話時間資訊，根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，目標客服端確定模組從不同客服端中隨機確定出一個客服端作為目標客服端。
本發明還提出了一種電腦設備，包括：適於實現各指令的處理器以及儲存設備，所述儲存設備儲存有多條指令，所述指令適於由處理器加載並執行：
接收並顯示一伺服器發送的客服選定資訊，所述客服選定資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的，所述客服選定資訊包括與所述多個會話資訊對應的客服端；
獲取使用者根據所述客服選定資訊輸入的選取指令資訊；
發送所述選取指令資訊至一伺服器，以使所述伺服器根據選取指令資訊確定出目標客服端。
本發明還提出了一種電腦可讀儲存媒體，儲存有電腦程式，所述電腦程式用於執行：
接收並顯示一伺服器發送的客服選定資訊，所述客服選定資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的，所述客服選定資訊包括與所述多個會話資訊對應的客服端；
獲取使用者根據所述客服選定資訊輸入的選取指令資訊；
發送所述選取指令資訊至一伺服器，以使所述伺服器根據選取指令資訊確定出目標客服端。
本發明還提出了一種電腦設備，包括：適於實現各指令的處理器以及儲存設備，所述儲存設備儲存有多條指令，所述指令適於由處理器加載並執行：
接收並顯示一伺服器發送的衝突提示資訊，所述衝突提示資訊包括所述客服端的會話資訊對應的一使用者端，所述衝突提示資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的；
獲取所述客服端對應的客服根據所述衝突提示資訊輸入的選擇指令資訊；
發送所述選擇指令資訊至一伺服器，以使所述伺服器根據所述選擇指令資訊確定出目標客服端。
本發明還提出了一種電腦可讀儲存媒體，儲存有電腦程式，所述電腦程式用於執行：
接收並顯示一伺服器發送的衝突提示資訊，所述衝突提示資訊包括所述客服端的會話資訊對應的一使用者端，所述衝突提示資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的；
獲取所述客服端對應的客服根據所述衝突提示資訊輸入的選擇指令資訊；
發送所述選擇指令資訊至一伺服器，以使所述伺服器根據所述選擇指令資訊確定出目標客服端。
本發明還提出了一種電腦設備，包括適於實現各指令的處理器以及儲存設備，所述儲存設備儲存有多條指令，所述指令適於由處理器加載並執行：
獲取與一使用者端對應的多個會話資訊；
當所述多個會話資訊對應的客服端不同時，從不同客服端中確定出目標客服端，每個所述會話資訊對應一個使用者端以及一個客服端。
本發明還提出了一種電腦可讀儲存媒體，儲存有電腦程式，所述電腦程式用於執行，包括：
獲取與一使用者端對應的多個會話資訊；
當所述多個會話資訊對應的客服端不同時，從不同客服端中確定出目標客服端，每個所述會話資訊對應一個使用者端以及一個客服端。
在介紹了本發明的線上客服系統、使用者端、客服端、伺服器、電腦設備以及電腦可讀儲存媒體之後，接下來，參考附圖對本發明的方法進行介紹。該方法的實施可以參見上述系統的實施，重複之處不再贅述。
圖8示出了本發明一種確定線上客服系統的目標客服端的方法應用於一使用者端的流程示意圖，請參閱圖8，所述方法包括：
S101：接收並顯示一伺服器發送的客服選定資訊，所述客服選定資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的，所述客服選定資訊包括與所述多個會話資訊對應的客服端；
在本發明的一個具體實施例中，使用者端顯示的客服選定資訊如圖11所示。在圖11所示的具體實施例中，客服選定資訊中包括了不同客服端對應的客服的昵稱。在本發明的其他實施方式中，客服選定資訊中還可包括不同客服端對應的客服的帳號、該客服與該使用者端對應的使用者進行會話的時間、該客服與該使用者端對應的使用者進行會話的內容等。
在本發明的其他實施方式中，使用者端顯示客服選定資訊還可通過其他方式進行，此處不再贅述。
S102：獲取使用者根據所述客服選定資訊輸入的選取指令資訊。
在本發明的一個具體實施例中，如圖11所示，使用者Andy可以選擇客服1蝸牛牛或客服2linda。
S103：發送所述選取指令資訊至一伺服器，以使所述伺服器根據選取指令資訊確定出目標客服端。在本發明的一個具體實施例中，如圖11所示，使用者Andy選擇客服1蝸牛牛，則該使用者在該店鋪的目標客服端為客服1蝸牛牛對應的客服端，此後該使用者在該店鋪的諮詢事宜主要由該客服端負責。如此可提高使用者進行會話的體驗，減少客服側的資源浪費，避免了一個使用者同時被多個客服接待。
圖9示出了本發明一種確定線上客服系統的目標客服端的方法應用於一客服端的流程示意圖，請參閱圖9，所述方法包括：
S201：接收並顯示一伺服器發送的衝突提示資訊，所述衝突提示資訊包括所述客服端的會話資訊對應的一使用者端，所述衝突提示資訊為當所述伺服器檢測到所述使用者端的多個會話資訊對應的客服端不同時輸出的。
在本發明的一個具體實施例中，一個客服端顯示的衝突提示資訊如圖12所示。
在本發明的其他實施方式中，客服端顯示的衝突提示資訊還可通過其他方式進行，此處不再贅述。
S202：獲取所述客服端對應的客服根據所述衝突提示資訊輸入的選擇指令資訊。
在本發明的一個具體實施例中，如圖12所示，客服2linda通過客服端輸入選擇指令資訊，該選擇指令資訊在該具體實施例中為“是”或“否”。“是”，即表明客服2linda仍選擇繼續與使用者Andy進行會話，“否”則表明客服2linda選擇中斷與使用者Andy的會話。
S203：發送所述選擇指令資訊至一伺服器，以使所述伺服器根據所述選擇指令資訊確定出目標客服端。
圖10示出了本發明一種確定線上客服系統的目標客服端的方法應用於一伺服器的流程示意圖，請參閱圖10，該方法包括：
S301：獲取與一使用者端對應的多個會話資訊；
S302：當所述多個會話資訊對應的客服端不同時，從不同客服端中確定出目標客服端，每個所述會話資訊對應一個使用者端以及一個客服端。
在本發明的一種實施方式中，步驟S302包括：從不同客服端中隨機確定出一個客服端作為目標客服端。
在本發明的一個具體實施例中，如圖11所示，伺服器可以選擇客服1蝸牛牛或客服2linda中任意一個作為目標客服端。
在本發明的一種實施方式中，步驟S302包括：獲取不同客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊從不同客服端中確定出一個客服端作為目標客服端。
在本發明的一種實施方式中，客服屬性資訊一般包括客服的伺服範圍，如售前、售後等。
在本發明的一種實施方式中，會話時間資訊一般指的是會話的開始時間、結束時間、持續時間等。
在本發明的一個具體實施例中，如圖11所示，伺服器獲取到的客服屬性資訊顯示，客服1蝸牛牛是售前客服，客服2linda是售後客服，且使用者Andy與客服1蝸牛牛的會話開始時間比與客服2linda的會話開始時間早，則伺服器可將客服1蝸牛牛對應的客服端確定為目標客服端。
在本發明的一種實施方式中，步驟S302包括：向所述使用者端輸出客服選定資訊，所述客服選定資訊包括與多個會話資訊對應的客服端；接收所述使用者端發送的選取指令資訊，所述選取指令資訊對應的客服端即為目標客服端。在圖11所示的具體實施例中，使用者可以在使用者端輸入選取指令資訊，該選取指令資訊在圖11中為客服1蝸牛牛或客服2linda。當使用者選擇了客服2linda時，則客服2linda對應的客服端即為目標客服端。
在本發明的一種實施方式中，步驟S302包括：向不同客服端輸出衝突提示資訊，所述衝突提示資訊包括與多個會話資訊對應的使用者端，接收不同客服端發送的選擇指令資訊，根據所述選擇指令資訊確定出目標客服端。
在該實施方式中，具體的，該方法還包括：發送客服端對應的客服輸入的選擇指令資訊至對應的使用者端，當選擇指令資訊為繼續會話時，該使用者端對應的使用者即可知曉該客服端對應的客服可以作為其在該店鋪的唯一客服端與該使用者端進行後續會話。當選擇指令資訊為停止會話時，該使用者端對應的使用者即可知曉該客服端對應的客服無法作為其在該店鋪的唯一客服端與該使用者端進行後續會話。如此，當使用者端接收到所有客服端的選擇指令資訊後，則可從選擇指令資訊為繼續會話的客服端中選擇出一個，作為最終的目標客服端。
在該實施方式中，具體的，該方法還包括：不發送客服端對應的客服輸入的選擇指令資訊至對應的使用者端，僅將其確定出的目標客服端發送至使用者端，作為使用者端對應的使用者在該店鋪的目標客服進行後續溝通。
在本發明的一種實施方式中，當步驟S302檢測出不同客服端發送的選擇指令資訊中有且僅有一個選擇指令資訊為繼續會話時，所述選擇指令資訊為繼續會話的客服端即為目標客服端。
在本發明的一種實施方式中，當步驟S302檢測出不同客服端發送的選擇指令資訊中有多個選擇指令資訊為繼續會話時，從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，步驟S302獲取選擇指令資訊為繼續會話的多個客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，步驟S302從選擇指令資訊為繼續會話的多個客服端中隨機篩選出一個客服端作為目標客服端。
在本發明的一種實施方式中，當步驟S302檢測出不同客服端發送的選擇指令資訊中所有選擇指令資訊均為停止會話時，從不同客服端中篩選出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，步驟S302獲取不同客服端對應的客服屬性資訊及/或會話時間資訊，根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
具體的，在本發明的一種實施方式中，步驟S302從不同客服端中隨機確定出一個客服端作為目標客服端。
下面結合具體的實施例，詳細介紹本發明的技術方案。在該具體的實施例中，使用者Andy想購買A店鋪的某款商品，對於商品頁面的介紹有疑問，則使用者通過使用者端輸出會話請求。伺服器接收到使用者端的會話請求之後，分配該商家的A客服端與該使用者端建立會話。如此即可實現使用者Andy與該商家的A客服端對應的客服蝸牛牛之間的會話。使用者可就相關商品的疑慮與客服進行溝通。使用者Andy與該商家的A客服端對應的客服蝸牛牛之間會話結束後，在A店鋪下單成功。此時A店鋪的售後客服(諸如linda)輸入會話請求，如請求使用者Andy通過使用者端確認訂單的收貨地址是否正確，則該使用者又將與該商家的另一客服端B建立會話。此時，同一使用者端與同一商家的多個客服端發生會話資訊。
本發明提供的線上客服系統中的伺服器首先獲取出使用者端對應的與A客服端以及B客服端的會話資訊。兩個會話資訊的對應的客服端A、客服端B不同，此時伺服器需要從不同客服端中確定出目標客服端。
在本發明的一個實施例中，伺服器向使用者端輸出客服選定資訊，所述客服選定資訊包括與多個會話資訊對應的客服端。使用者端顯示所述客服選定資訊，使用者端顯示的客服選定資訊如圖11所示。其後使用者根據所述客服選定資訊輸入選取指令資訊。如圖11所示，使用者Andy可以選擇客服1蝸牛牛或客服2linda。使用者使用者端將使用者輸入的選取指令資訊發送至伺服器。伺服器確定出選取指令資訊對應的客服端即為目標客服端。如圖11所示，使用者Andy選擇客服1蝸牛牛，則該使用者在該店鋪的目標客服端為客服1蝸牛牛對應的客服端，此後該使用者在該店鋪的諮詢事宜主要由該客服端負責。如此可提高使用者進行會話的體驗，減少客服側的資源浪費，避免了一個使用者同時被多個客服接待。
在本發明的一個實施例中，伺服器從不同客服端中隨機確定出一個客服端作為目標客服端。如圖11所示，伺服器可以選擇客服1蝸牛牛或客服2linda中任意一個作為目標客服端。
在本發明的一個實施例中，伺服器獲取不同客服端對應的客服屬性資訊及/或會話時間資訊，伺服器根據所述客服屬性資訊及/或會話時間資訊從不同客服端中確定出一個客服端作為目標客服端。客服屬性資訊一般包括客服的伺服範圍，如售前、售後等。會話時間資訊一般指的是會話的開始時間、結束時間、持續時間等。如圖11所示，伺服器獲取到的客服屬性資訊顯示客服1蝸牛牛是售前客服，客服2linda是售後客服，且使用者Andy與客服1蝸牛牛的會話開始時間比與客服2linda的會話開始時間早，則伺服器可將客服1蝸牛牛對應的客服端確定為目標客服端。
在本發明的一個實施例中，伺服器向不同客服端輸出衝突提示資訊，不同客服端顯示所述衝突提示資訊，所述衝突提示資訊包括與多個會話資訊對應的使用者端。一個客服端顯示的衝突提示資訊如圖12所示。客服端獲取對應的客服根據所述衝突提示資訊輸入選擇指令資訊。如圖12所示，客服2linda通過客服端輸入選擇指令資訊，該選擇指令資訊在該具體實施例中為“是”或“否”。“是”，即表明客服2linda仍選擇繼續與使用者Andy進行會話，“否”則表明客服2linda選擇中斷與使用者Andy的會話。客服端將客服輸入的選擇指令資訊發送至伺服器。伺服器接收不同客服端發送的選擇指令資訊，當不同客服端發送的選擇指令資訊中有且僅有一個選擇指令資訊為繼續會話時，則所述選擇指令資訊為繼續會話的客服端即為目標客服端。當不同客服端發送的選擇指令資訊中有多個選擇指令資訊為繼續會話時，所述伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端。
具體的，伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端包括：獲取選擇指令資訊為繼續會話的多個客服端對應的客服屬性資訊及/或會話時間資訊；根據所述客服屬性資訊及/或會話時間資訊確定出一個客服端作為目標客服端。
具體的，伺服器從選擇指令資訊為繼續會話的多個客服端中篩選出一個客服端作為目標客服端包括：伺服器從選擇指令資訊為繼續會話的多個客服端中隨機篩選出一個客服端作為目標客服端。
在本發明的一種實施例中，客服端將客服輸入的選擇指令資訊發送至伺服器後，伺服器可以選擇將選擇指令資訊發送至使用者端。如圖12所示，客服2linda通過客服端輸入選擇指令資訊，該選擇指令資訊在該具體實施例中為“是”。“是”，即表明客服2linda仍選擇繼續與使用者Andy進行會話。伺服器將客服2linda選擇繼續會話的選擇指令資訊發送至使用者端後，則使用者端對應的使用者能夠知曉linda可以作為其在該店鋪的目標客服進行後續會話。如此，當使用者端接收到多個會話對應的客服端各自的選擇指令資訊後，即可從選擇繼續會話的客服端中選擇出最終的目標客服端。
在本發明的一種實施例中，客服端將客服輸入的選擇指令資訊發送至伺服器後，伺服器也可以選擇不發送選擇指令資訊至使用者端，僅將最後確定出的目標客服端發送至使用者端。
綜上所述，本發明提供了一種確定線上客服系統的目標客服端的方法、使用者端、客服端、伺服器、線上客服系統、電腦設備以及電腦可讀儲存媒體，由伺服器獲取與使用者端對應的多個會話資訊，當多個會話資訊對應的客服端屬於同一商家的不同客服端時，即說明該商家有多個客服接待過同一個使用者端的使用者，此時伺服器從不同客服端中確定出目標客服端，該目標客服端作為該商家的唯一客服端與該使用者端進行會話，因而提升了使用者後續的溝通體驗，降低了客服側的資源浪費。
應當注意，儘管在附圖中以特定順序描述了本發明方法的操作，但是，這並非要求或者暗示必須按照該特定順序來執行這些操作，或是必須執行全部所示的操作才能實現期望的結果。附加地或備選地，可以省略某些步驟，將多個步驟合併為一個步驟執行，及/或將一個步驟分解為多個步驟執行。
雖然本發明提供了如實施例或流程圖所述的方法操作步驟，但基於常規或者無進步性的手段可以包括更多或者更少的操作步驟。實施例中列舉的步驟順序僅僅為眾多步驟執行順序中的一種方式，不代表唯一的執行順序。在實際中的裝置或客服端產品執行時，可以按照實施例或者附圖所示的方法順序執行或者平行執行(例如平行處理器或者多執行緒處理的環境，甚至為分散式資料資料處理環境)。術語“包括”、“包含”或者其任何其他變體意在涵蓋非排他性的包含，從而使得包括一系列要素的過程、方法、產品或者設備不僅包括那些要素，而且還包括沒有明確列出的其他要素，或者是還包括為這種過程、方法、產品或者設備所固有的要素。在沒有更多限制的情況下，並不排除在包括所述要素的過程、方法、產品或者設備中還存在另外的相同或等同要素。
上述實施例闡明的單元、裝置或模組等，具體可以由電腦晶片或實體實現，或者由具有某種功能的產品來實現。為了描述的方便，描述以上裝置時以功能分為各種模組分別描述。當然，在實施本發明時可以把各模組的功能在同一個或多個軟體及/或硬體中實現，也可以將實現同一功能的模組由多個子模組或子單元的組合實現等。以上所描述的裝置實施例僅僅是示意性的，例如，所述單元的劃分，僅僅為一種邏輯功能劃分，實際實現時可以有另外的劃分方式，例如多個單元或組件可以結合或者可以整合到另一個系統，或一些特徵可以忽略，或不執行。另一點，所顯示或討論的相互之間的耦合或直接耦合或通信連接可以是通過一些介面，裝置或單元的間接耦合或通信連接，可以是電性，機械或其它的形式。
本領域技術人員也知道，除了以純電腦可讀程式碼方式實現控制器以外，完全可以通過將方法步驟進行邏輯程式來使得控制器以邏輯閘、開關、特殊應用積體電路、可程式邏輯控制器和嵌入微控制器等的形式來實現相同功能。因此這種控制器可以被認為是一種硬體部件，而對其內部包括的用於實現各種功能的裝置也可以視為硬體部件內的結構。或者甚至，可以將用於實現各種功能的裝置視為既可以是實現方法的軟體模組又可以是硬體部件內的結構。
本發明可以在由電腦執行的電腦可執行指令的一般上下文中描述，例如程式模組。一般地，程式模組包括執行特定任務或實現特定抽象資料資料類型的例程、程式、物件、組件、資料資料結構、類等等。也可以在分散式計算環境中實踐本發明，在這些分散式計算環境中，由通過通信網路而被連接的遠端處理設備來執行任務。在分散式計算環境中，程式模組可以位於包括儲存設備在內的本地和遠端電腦儲存媒體中。
通過以上的實施方式的描述可知，本領域的技術人員可以清楚地瞭解到本發明可借助軟體加必需的通用硬體平臺的方式來實現。基於這樣的理解，本發明的技術方案本質上或者說對現有技術做出貢獻的部分可以以軟體產品的形式體現出來，該電腦軟體產品可以儲存在儲存媒體中，如ROM/RAM、磁碟、光碟等，包括若干指令用以使得一台電腦設備(可以是個人電腦，行動終端，伺服器，或者網路設備等)執行本發明各個實施例或者實施例的某些部分所述的方法。
本說明書中的各個實施例採用循序的方式描述，各個實施例之間相同或相似的部分互相參見即可，每個實施例重點說明的都是與其他實施例的不同之處。本發明可用於眾多通用或專用的電腦系統環境或配置中。例如：個人電腦、伺服器電腦、手持設備或可攜式設備、平板型設備、多處理器系統、基於微處理器的系統、機上盒、可程式的電子設備、網路PC、小型電腦、大型電腦、包括以上任何系統或設備的分散式計算環境等等。
雖然通過實施例描繪了本發明，本領域普通技術人員知道，本發明有許多變形和變化而不脫離本發明的精神，希望所附的申請專利範圍包括這些變形和變化而不脫離本發明的精神。The following will combine the drawings in the embodiments of the present invention, Clear the technical solutions in the embodiments of the present invention, Fully describe, Obviously, The described embodiments are only a part of the embodiments of the present invention, Not all embodiments. Based on the embodiments in the present invention, All other embodiments obtained by those of ordinary skill in the art without making progressive labor, All belong to the protection scope of the present invention.
The following refers to several representative embodiments of the present invention, The principle and spirit of the present invention are explained in detail.
Although the present invention provides method operation steps or device structures as shown in the following embodiments or drawings, However, the method or device may include more or fewer operation steps or module units based on conventional or no progressive labor. In steps or structures where there is no necessary causality logically, The execution order of these steps or the module structure of the device is not limited to the execution order or module structure shown in the embodiments of the present invention or the drawings. When the described method or module structure is applied to an actual device or terminal product, It can be executed sequentially or in parallel according to the method or module structure shown in the embodiments or the drawings.
The specific technical solutions of the present invention are described below. 3 shows a schematic structural diagram of an online customer service system of the present invention, Please refer to Figure 1, The system includes user terminal 100, Server 200 and multiple clients 300, The multiple customer service terminals belong to the same merchant or the same e-commerce platform.
In an embodiment of the invention, Conversational information includes ongoing conversations, Historical conversations and conversation requests initiated by the user or customer service.
In an embodiment of the invention, The client terminals corresponding to multiple session information of the same user terminal include but are not limited to the following application scenarios:
1, As shown in Figure 1, When user Andy communicates with a merchant’s customer service for the first time, The server of the online customer service system establishes a conversation between the user terminal corresponding to the user and a customer service terminal (such as A customer service terminal). Realize conversational communication between the user and the snail of the merchant's A customer service side. as shown in picture 2, When a network failure leads to the end of the session or the A customer service terminal goes offline for other reasons, User Andy's consultation is not over, At this time, the server will allocate other customer service of the merchant (such as linda) to communicate with the user through other customer service terminals (such as B customer service terminal). When the customer service terminal A comes online again to resume the conversation with the user, The same user will be received by multiple customer service of the same merchant at the same time, The scene of conversation with multiple customer service.
2, As shown in Figure 1, When user Andy communicates with a merchant’s customer service for the first time, The server of the online customer service system establishes a conversation between the user terminal corresponding to the user and a customer service terminal (such as A customer service terminal). Realize conversational communication between the user and the snail of the merchant's A customer service side. When the user’s consultation ends, the session ends, After that, the user successfully placed an order at the merchant through the user terminal. The customer service (such as linda) corresponding to the merchant's after-sales service client (such as B customer service) requests to establish a session with the user, If the user is requested to confirm whether the order receiving address is correct through the user terminal, Then the user establishes a conversation with another client of the merchant, The same user will be received by multiple customer service, The scene of conversation with multiple customer service.
In the above application scenarios, The user experience is poor, At the same time, it is a waste of resources on the customer service side.
In the present invention, The server 200 is used to: Obtain multiple session information corresponding to the user end, When the customer service terminals corresponding to the plurality of session information are different, Identify target clients from different clients, Each session information corresponds to a user terminal and a customer service terminal. The only target client identified by the server is the client that the user is talking to at the merchant. In this way, the waste of resources on the customer service side can be reduced, Improve the user's subsequent experience.
FIG. 4 shows the user terminal of an online customer service system of the present invention, Schematic diagram of the interaction between the client and the server, Please refer to Figure 4, In an embodiment of the invention:
S1: The user inputs a session request to the user side.
In an embodiment of the invention, User Andy wants to buy a product from shop A, If you have questions about the introduction of the product page, Then the user outputs the session request through the user terminal.
S2: The user initiates a session request.
S3: After the server receives the session request from the user, The A client of the merchant is assigned to establish a conversation with the user.
In an embodiment of the invention, In this way, the conversation between the user Andy and the customer service snail corresponding to the customer service terminal of the merchant can be realized. Users can communicate with customer service regarding concerns about related products.
S4: The customer service enters a session request to the B customer service terminal.
In an embodiment of the invention, After the conversation between user Andy and the customer service snail corresponding to the customer service terminal of the merchant A ends, The order was successfully placed in shop A. At this time, the after-sales customer service of shop A (such as linda) enters a session request, If you request user Andy to confirm whether the order's shipping address is correct through the user terminal, Then, the user will establish a conversation with another client B of the merchant.
The above steps S1 to S4 are an implementation manner in which conversation information occurs between the same user terminal and multiple customer service terminals of the same merchant in an embodiment of the present invention. Other embodiments are similar to this, No more details here. The following specifically describes how to determine the target client when a user is received by multiple clients at the same time.
S5: The server obtains multiple session information corresponding to the user terminal.
In an embodiment of the invention, For example, the session information corresponding to the client A and the client B is obtained corresponding to the client.
S6: The server determines whether the client terminals corresponding to the plurality of session information are different.
In an embodiment of the invention, The conversation information is related to the user side and the customer service side. When the corresponding client of multiple session information is different, Then step S7 is executed.
S7: The server determines the target client from different clients.
In an embodiment of the invention, This step includes:
S711: The server outputs customer service selection information to the user.
In an embodiment of the invention, The customer service selected information includes customer service terminals corresponding to multiple session information.
S712: The user terminal displays the selected information of the customer service.
In a specific embodiment of the invention, The customer service selection information displayed on the user terminal is shown in Figure 11. In the specific embodiment shown in FIG. 11, The selected information of the customer service includes the nickname of the customer service corresponding to different customer service terminals. In other embodiments of the invention, Customer service selection information can also include customer service account numbers corresponding to different customer service terminals, The time that the customer service and the user corresponding to the user have a conversation, The content of the conversation between the customer service and the user corresponding to the user side.
In other embodiments of the invention, The client can display customer service selected information through other methods. I won't repeat them here.
S713: The user inputs selection instruction information according to the customer service selection information.
In a specific embodiment of the invention, As shown in Figure 11, User Andy can choose customer service 1 snail or customer service 2 linda.
S714: The user terminal sends the selected command information input by the user to the server.
S715: The server determines that the client corresponding to the selected command information is the target client.
In a specific embodiment of the invention, As shown in Figure 11, User Andy chooses customer service 1 snail, Then the target customer service terminal of the user in the store is the customer service terminal corresponding to customer service 1 snail, Since then, the user's consultation in the shop is mainly responsible for the customer service. This can improve the user's experience in conversation, Reduce waste of resources on the customer service side, It avoids that one user is received by multiple customer service at the same time.
In an embodiment of the invention, Step S7: The server determines the target client from different clients, and can also be implemented as follows:
S72: The server randomly determines a client from different clients as the target client.
In a specific embodiment of the invention, As shown in Figure 11, The server can choose either customer service 1 snail or customer service 2 linda as the target customer service.
In an embodiment of the invention, Step S7: The server determines the target client from different clients, and can also be implemented as follows:
S731: The server obtains customer service attribute information and/or session time information corresponding to different customer service terminals;
S732: The server determines one client terminal from different client terminals as the target client terminal according to the client service attribute information and/or session time information.
In an embodiment of the invention, Customer service attribute information generally includes the servo range of the customer service, Such as pre-sale, After sales, etc.
In an embodiment of the invention, Session time information generally refers to the start time of the session, End Time, Duration etc.
In a specific embodiment of the invention, As shown in Figure 11, The customer service attribute information obtained by the server is displayed, Customer Service 1 Snail is a pre-sale customer service, Customer Service 2linda is an after-sales customer service, And the conversation start time between user Andy and customer service 1 snail is earlier than the conversation start time with customer service 2linda, Then, the server can determine the client end corresponding to the client 1 snail as the target client end.
In an embodiment of the invention, Step S7: The server determines the target client from different clients, and can also be implemented as follows:
S741: The server outputs conflict prompt information to different customer service terminals;
S742: Different clients display the conflict reminder information, The conflict prompt information includes a user terminal corresponding to multiple conversation information.
In a specific embodiment of the invention, The conflict reminder information displayed by a client is shown in Figure 12.
In other embodiments of the invention, The conflict reminder information displayed on the client can also be carried out in other ways. I won't repeat them here.
S743: The customer service terminal obtains corresponding customer service and inputs selection instruction information according to the conflict prompt information.
In a specific embodiment of the invention, As shown in Figure 12, Customer service 2linda enters the selection command information through the customer service terminal, The selection instruction information is "yes" or "no" in the specific embodiment. "Yes", It means that customer service 2linda still chooses to continue the conversation with user Andy, "No" means that customer service 2linda chose to interrupt the conversation with user Andy.
S744: The customer service terminal sends the selection instruction information input by the customer service to the server.
S745: The server receives the selection command information sent by different clients, The target customer service terminal is determined according to the selection instruction information.
In an embodiment of the invention, When the server detects that there is only one of the selection instruction information sent by different clients to continue the conversation, The client terminal where the selection instruction information is to continue the conversation is the target client terminal.
In an embodiment of the invention, When there is more than one selection instruction information sent by different clients to continue the conversation, The server selects one client terminal as the target client terminal from the multiple client terminals that select the command information to continue the conversation.
In an embodiment of the invention, The server selects one client terminal from the multiple client terminals that select the command information to continue the conversation as the target client terminal including: Obtain the selection instruction information as customer service attribute information and/or conversation time information corresponding to multiple customer service terminals to continue the conversation; According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
In an embodiment of the invention, The server selects one client terminal from the multiple client terminals that select the command information to continue the conversation as the target client terminal including: The server randomly selects one client terminal as the target client terminal from the multiple client terminals that select the command information to continue the conversation.
In an embodiment of the invention, When all the selection instruction information sent by different customer service terminals is to stop the session, The server selects one client terminal from different client terminals as the target client terminal.
specific, In an embodiment of the invention, The server selects one client terminal from different client terminals as the target client terminal including: Obtain customer service attribute information and/or session time information corresponding to different customer service terminals, According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
In an embodiment of the invention, The server selects one client terminal from different client terminals as the target client terminal including: A client is randomly selected from different clients as the target client.
The above is an online customer service system provided by the present invention, The server obtains multiple session information corresponding to the user side, When the client terminals corresponding to multiple session information belong to different client terminals of the same merchant, That means that the merchant has multiple customer service customers who have received the same user end, At this time, the server determines the target client from different clients, The target client as the sole client of the merchant has a conversation with the user, Thus improving the user's subsequent communication experience, Reduced waste of resources on the customer service side.
FIG. 5 shows a schematic structural diagram of a user terminal of the present invention, Please refer to Figure 5, The user terminal 100 includes:
Select the information display module 101, Used to receive and display customer service selected information sent by a server, The customer service selection information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information.
In a specific embodiment of the invention, The customer service selection information displayed on the user terminal is shown in Figure 11. In the specific embodiment shown in FIG. 11, The selected information of the customer service includes the nickname of the customer service corresponding to different customer service terminals. In other embodiments of the invention, Customer service selection information can also include customer service account numbers corresponding to different customer service terminals, The time that the customer service and the user corresponding to the user have a conversation, The content of the conversation between the customer service and the user corresponding to the user side.
In other embodiments of the invention, The client can display customer service selected information through other methods. I won't repeat them here.
Select the command acquisition module 102, It is used to obtain the selection instruction information input by the user according to the selected information of the customer service.
In a specific embodiment of the invention, As shown in Figure 11, User Andy can choose customer service 1 snail or customer service 2 linda.
Select the command sending module 103, For sending the selected instruction information to a server, Therefore, the server determines the target client according to the selected instruction information.
In a specific embodiment of the invention, As shown in Figure 11, User Andy chooses customer service 1 snail, Then the target customer service terminal of the user in the store is the customer service terminal corresponding to customer service 1 snail, Since then, the user's consultation in the shop is mainly responsible for the customer service. This can improve the user's experience in conversation, Reduce waste of resources on the customer service side, It avoids that one user is received by multiple customer service at the same time.
6 shows a schematic structural diagram of a customer service terminal of the present invention, Please refer to Figure 6, The client 300 includes:
Conflict information display module 301, Used to receive and display conflict notification information sent by a server, The conflict prompt information includes a user terminal corresponding to the session information of the customer service terminal, The conflict prompt information is conflict prompt information output when the server detects that the plurality of conversation information of the user terminal corresponds to different customer service terminals.
In a specific embodiment of the invention, The conflict reminder information displayed by a client is shown in Figure 12.
In other embodiments of the invention, The conflict reminder information displayed on the client can also be carried out in other ways. I won't repeat them here.
Select the information input module 302, It is used to obtain the selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information.
In a specific embodiment of the invention, As shown in Figure 12, Customer service 2linda enters the selection command information through the customer service terminal, The selection instruction information is "yes" or "no" in the specific embodiment. "Yes", It means that customer service 2linda still chooses to continue the conversation with user Andy, "No" means that customer service 2linda chose to interrupt the conversation with user Andy.
Confirm instruction sending module 303, Used to send the selection instruction information to a server, Therefore, the server determines the target client according to the selection instruction information.
7 shows a schematic structural diagram of a server of the present invention, Please refer to Figure 7, The server 200 includes:
Conversation information acquisition module 201, Used to obtain multiple session information corresponding to a user terminal;
The target client determines module 202, When the customer service terminals corresponding to the plurality of session information are different, Identify target clients from different clients, Each session information corresponds to a user terminal and a customer service terminal.
In an embodiment of the invention, The target client terminal determination module 202 is used to randomly determine a client terminal from different client terminals as the target client terminal.
In a specific embodiment of the invention, As shown in Figure 11, The server can choose either customer service 1 snail or customer service 2 linda as the target customer service.
In an embodiment of the invention, The target customer service terminal determination module 202 is used to obtain customer service attribute information and/or session time information corresponding to different customer service terminals; According to the customer service attribute information and/or session time information, a customer service terminal is determined as a target customer service terminal from different customer service terminals.
In an embodiment of the invention, Customer service attribute information generally includes the servo range of the customer service, Such as pre-sale, After sales, etc.
In an embodiment of the invention, Session time information generally refers to the start time of the session, End Time, Duration etc.
In a specific embodiment of the invention, As shown in Figure 11, The customer service attribute information obtained by the server is displayed, Customer Service 1 Snail is a pre-sale customer service, Customer Service 2linda is an after-sales customer service, And the conversation start time between user Andy and customer service 1 snail is earlier than the conversation start time with customer service 2linda, Then, the server can determine the client end corresponding to the client 1 snail as the target client end.
In an embodiment of the invention, The target customer service terminal determination module 202 application outputs customer service selected information to the user terminal, The customer service selected information includes customer service terminals corresponding to multiple session information; Receiving the selection instruction information sent by the user terminal, The client end corresponding to the selected instruction information is the target client end. In the specific embodiment shown in FIG. 11, The user can enter the selection command information on the user side. The selection instruction information in FIG. 11 is customer service 1 snail or customer service 2 linda. When the user selects customer service 2linda, The customer service terminal corresponding to customer service 2linda is the target customer service terminal.
In an embodiment of the invention, The target client terminal determination module 202 is used to output conflict prompt information to different client terminals, The conflict notification information includes a user terminal corresponding to multiple conversation information, Receive selection instruction information sent by different clients, The target customer service terminal is determined according to the selection instruction information.
In this embodiment, The server can also send the selection command information input by the customer service corresponding to the customer end to the corresponding user end. When the instruction information is selected to continue the conversation, The user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal can be the only customer service terminal in the store to have a subsequent conversation with the user terminal. When the command information is selected to stop the session, The user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal cannot be the only customer service terminal in the store to conduct subsequent conversations with the user terminal. in this way, When the user terminal receives all the selection information of the customer service terminal, You can choose one from the customer service terminal that chooses the instruction information to continue the conversation, As the ultimate target client.
In this embodiment, The server may not send the selection command information input by the customer service corresponding to the customer end to the corresponding user end. Only send the target customer service terminal it determines to the user terminal, As the user corresponding to the user terminal, follow-up communication with the target customer service in the store.
In an embodiment of the invention, When the target customer service terminal determines that the module detects that there is only one selection instruction information sent by different customer service terminals and only one selection instruction information is to continue the conversation, The client terminal where the selection instruction information is to continue the conversation is the target client terminal.
In an embodiment of the invention, When the target client determines that the module detects that multiple selection command information sent by different client terminals is to continue the conversation, Select one client terminal as the target client terminal from the multiple client terminals whose selection instruction information is to continue the conversation.
specific, In an embodiment of the invention, The target customer service terminal determines that the module obtains the selection instruction information as customer service attribute information and/or session time information corresponding to multiple customer service terminals to continue the conversation; According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
specific, In an embodiment of the invention, The target client terminal determination module randomly selects one client terminal as the target client terminal from the multiple client terminals that select the instruction information to continue the conversation.
In an embodiment of the invention, When the target client determines that the module detects that all the selection command information sent by different client terminals is to stop the session, Select one client from different clients as the target client.
specific, In an embodiment of the invention, The target client determines that the module obtains client service attribute information and/or session time information corresponding to different client terminals. According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
specific, In an embodiment of the invention, The target client terminal determination module randomly determines a client terminal from different client terminals as the target client terminal.
The invention also proposes a computer device, include: A processor and storage device suitable for implementing various instructions, The storage device stores multiple instructions, The instructions are suitable for being loaded and executed by the processor:
Receive and display customer service selected information sent by a server, The customer service selection information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information;
Obtaining selection instruction information input by the user according to the selected information of the customer service;
Send the selected command information to a server, Therefore, the server determines the target client according to the selected instruction information.
The invention also proposes a computer-readable storage medium, Computer programs are stored, The computer program is used to execute:
Receive and display customer service selected information sent by a server, The customer service selection information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information;
Obtaining selection instruction information input by the user according to the selected information of the customer service;
Send the selected command information to a server, Therefore, the server determines the target client according to the selected instruction information.
The invention also proposes a computer device, include: A processor and storage device suitable for implementing various instructions, The storage device stores multiple instructions, The instructions are suitable for being loaded and executed by the processor:
Receive and display conflict notification information sent by a server, The conflict prompt information includes a user terminal corresponding to the session information of the customer service terminal, The conflict reminder information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different;
Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;
Send the selection instruction information to a server, Therefore, the server determines the target client according to the selection instruction information.
The invention also proposes a computer-readable storage medium, Computer programs are stored, The computer program is used to execute:
Receive and display conflict notification information sent by a server, The conflict prompt information includes a user terminal corresponding to the session information of the customer service terminal, The conflict reminder information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different;
Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;
Send the selection instruction information to a server, Therefore, the server determines the target client according to the selection instruction information.
The invention also proposes a computer device, It includes a processor and storage device suitable for implementing each instruction, The storage device stores multiple instructions, The instructions are suitable for being loaded and executed by the processor:
Obtain multiple session information corresponding to a user terminal;
When the customer service terminals corresponding to the plurality of session information are different, Identify target clients from different clients, Each session information corresponds to a user terminal and a customer service terminal.
The invention also proposes a computer-readable storage medium, Computer programs are stored, The computer program is used to execute, include:
Obtain multiple session information corresponding to a user terminal;
When the customer service terminals corresponding to the plurality of session information are different, Identify target clients from different clients, Each session information corresponds to a user terminal and a customer service terminal.
After introducing the online customer service system of the present invention, Client, Kefuduan, server, After computer equipment and computer-readable storage media, Next, The method of the present invention will be described with reference to the drawings. The implementation of this method can refer to the implementation of the above system, The repetition is not repeated here.
8 shows a schematic flow chart of a method for determining a target customer service terminal of an online customer service system of the present invention applied to a user terminal, Please refer to Figure 8, The method includes:
S101: Receive and display customer service selected information sent by a server, The customer service selection information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information;
In a specific embodiment of the invention, The customer service selection information displayed on the user terminal is shown in Figure 11. In the specific embodiment shown in FIG. 11, The selected information of the customer service includes the nickname of the customer service corresponding to different customer service terminals. In other embodiments of the invention, Customer service selection information can also include customer service account numbers corresponding to different customer service terminals, The time that the customer service and the user corresponding to the user have a conversation, The content of the conversation between the customer service and the user corresponding to the user side.
In other embodiments of the invention, The client can display customer service selected information through other methods. I won't repeat them here.
S102: Obtain the selection instruction information input by the user according to the selected information of the customer service.
In a specific embodiment of the invention, As shown in Figure 11, User Andy can choose customer service 1 snail or customer service 2 linda.
S103: Send the selected command information to a server, Therefore, the server determines the target client according to the selected instruction information. In a specific embodiment of the invention, As shown in Figure 11, User Andy chooses customer service 1 snail, Then the target customer service terminal of the user in the store is the customer service terminal corresponding to customer service 1 snail, Since then, the user's consultation in the shop is mainly responsible for the customer service. This can improve the user's experience in conversation, Reduce waste of resources on the customer service side, It avoids that one user is received by multiple customer service at the same time.
9 shows a schematic flow chart of a method for determining a target customer service terminal of an online customer service system of the present invention applied to a customer service terminal, Please refer to Figure 9, The method includes:
S201: Receive and display conflict notification information sent by a server, The conflict prompt information includes a user terminal corresponding to the session information of the customer service terminal, The conflict prompt information is output when the server detects that the multiple customer service terminals corresponding to the multiple session information of the user terminal are different.
In a specific embodiment of the invention, The conflict reminder information displayed by a client is shown in Figure 12.
In other embodiments of the invention, The conflict reminder information displayed on the client can also be carried out in other ways. I won't repeat them here.
S202: Acquire selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information.
In a specific embodiment of the invention, As shown in Figure 12, Customer service 2linda enters the selection command information through the customer service terminal, The selection instruction information is "yes" or "no" in the specific embodiment. "Yes", It means that customer service 2linda still chooses to continue the conversation with user Andy, "No" means that customer service 2linda chose to interrupt the conversation with user Andy.
S203: Send the selection instruction information to a server, Therefore, the server determines the target client according to the selection instruction information.
10 shows a schematic flow chart of a method for determining a target customer service terminal of an online customer service system of the present invention applied to a server, Please refer to Figure 10, The method includes:
S301: Obtain multiple session information corresponding to a user terminal;
S302: When the customer service terminals corresponding to the plurality of session information are different, Identify target clients from different clients, Each session information corresponds to a user terminal and a customer service terminal.
In an embodiment of the invention, Step S302 includes: A client is randomly selected from different clients as the target client.
In a specific embodiment of the invention, As shown in Figure 11, The server can choose either customer service 1 snail or customer service 2 linda as the target customer service.
In an embodiment of the invention, Step S302 includes: Obtain customer service attribute information and/or session time information corresponding to different customer service terminals; According to the customer service attribute information and/or session time information, a customer service terminal is determined as a target customer service terminal from different customer service terminals.
In an embodiment of the invention, Customer service attribute information generally includes the servo range of the customer service, Such as pre-sale, After sales, etc.
In an embodiment of the invention, Session time information generally refers to the start time of the session, End Time, Duration etc.
In a specific embodiment of the invention, As shown in Figure 11, The customer service attribute information obtained by the server is displayed, Customer Service 1 Snail is a pre-sale customer service, Customer Service 2linda is an after-sales customer service, And the conversation start time between user Andy and customer service 1 snail is earlier than the conversation start time with customer service 2linda, Then, the server can determine the client end corresponding to the client 1 snail as the target client end.
In an embodiment of the invention, Step S302 includes: Output customer service selected information to the user terminal, The customer service selected information includes customer service terminals corresponding to multiple session information; Receiving the selection instruction information sent by the user terminal, The client end corresponding to the selected instruction information is the target client end. In the specific embodiment shown in FIG. 11, The user can enter the selection command information on the user side. The selection instruction information in FIG. 11 is customer service 1 snail or customer service 2 linda. When the user selects customer service 2linda, The customer service terminal corresponding to customer service 2linda is the target customer service terminal.
In an embodiment of the invention, Step S302 includes: Output conflict reminder information to different clients, The conflict notification information includes a user terminal corresponding to multiple conversation information, Receive selection instruction information sent by different clients, The target customer service terminal is determined according to the selection instruction information.
In this embodiment, specific, The method also includes: Send the selection instruction information input by the customer service corresponding to the customer service to the corresponding user, When the instruction information is selected to continue the conversation, The user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal can be the only customer service terminal in the store to have a subsequent conversation with the user terminal. When the command information is selected to stop the session, The user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal cannot be the only customer service terminal in the store to conduct subsequent conversations with the user terminal. in this way, When the user terminal receives all the selection information of the customer service terminal, You can choose one from the customer service terminal that chooses the instruction information to continue the conversation, As the ultimate target client.
In this embodiment, specific, The method also includes: Do not send the selection command information input by the customer service corresponding to the customer end to the corresponding user end, Only send the target customer service terminal it determines to the user terminal, As the user corresponding to the user terminal, follow-up communication with the target customer service in the store.
In an embodiment of the invention, When step S302 detects that there is only one selection instruction information sent by different customer service terminals and only one selection instruction information is to continue the conversation, The client terminal where the selection instruction information is to continue the conversation is the target client terminal.
In an embodiment of the invention, When it is detected in step S302 that multiple selection instruction information sent by different customer service terminals is to continue the conversation, Select one client terminal as the target client terminal from the multiple client terminals whose selection instruction information is to continue the conversation.
specific, In an embodiment of the invention, Step S302: Obtain the selection instruction information as customer service attribute information and/or conversation time information corresponding to multiple customer service terminals to continue the conversation; According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
specific, In an embodiment of the invention, Step S302 randomly selects one client terminal as the target client terminal from the multiple client terminals that select the instruction information to continue the conversation.
In an embodiment of the invention, When step S302 detects that all of the selection instruction information sent by different customer service terminals is to stop the conversation, Select one client from different clients as the target client.
specific, In an embodiment of the invention, Step S302: Obtain customer service attribute information and/or session time information corresponding to different customer service terminals. According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
specific, In an embodiment of the invention, Step S302 randomly determines one client terminal from different client terminals as the target client terminal.
Combined with specific embodiments below, The technical solution of the present invention is introduced in detail. In this specific embodiment, User Andy wants to buy a product from shop A, If you have questions about the introduction of the product page, Then the user outputs the session request through the user terminal. After the server receives the session request from the user, The A client of the merchant is assigned to establish a conversation with the user. In this way, the conversation between the user Andy and the customer service snail corresponding to the customer service terminal of the merchant can be realized. Users can communicate with customer service regarding concerns about related products. After the conversation between user Andy and the customer service snail corresponding to the customer service terminal of the merchant A ends, The order was successfully placed in shop A. At this time, the after-sales customer service of shop A (such as linda) enters a session request, If you request user Andy to confirm whether the order's shipping address is correct through the user terminal, Then, the user will establish a conversation with another client B of the merchant. at this time, Conversation information occurs between the same user terminal and multiple customer service terminals of the same merchant.
The server in the online customer service system provided by the present invention first obtains the session information corresponding to the A customer end and the B customer end corresponding to the user end. The corresponding client A of the two session information, Client B is different, At this time, the server needs to determine the target client from different clients.
In an embodiment of the invention, The server outputs customer service selection information to the user, The customer service selected information includes customer service terminals corresponding to multiple session information. The user terminal displays the customer service selected information, The customer service selection information displayed on the user terminal is shown in Figure 11. Thereafter, the user inputs selection instruction information according to the customer service selection information. As shown in Figure 11, User Andy can choose customer service 1 snail or customer service 2 linda. The user terminal sends the selected command information input by the user to the server. The server determines that the client corresponding to the selected command information is the target client. As shown in Figure 11, User Andy chooses customer service 1 snail, Then the target customer service terminal of the user in the store is the customer service terminal corresponding to customer service 1 snail, Since then, the user's consultation in the shop is mainly responsible for the customer service. This can improve the user's experience in conversation, Reduce waste of resources on the customer service side, It avoids that one user is received by multiple customer service at the same time.
In an embodiment of the invention, The server randomly determines a client from different clients as the target client. As shown in Figure 11, The server can choose either customer service 1 snail or customer service 2 linda as the target customer service.
In an embodiment of the invention, The server obtains customer service attribute information and/or session time information corresponding to different customer service terminals, The server determines one client terminal from different client terminals as the target client terminal according to the client service attribute information and/or session time information. Customer service attribute information generally includes the servo range of the customer service, Such as pre-sale, After sales, etc. Session time information generally refers to the start time of the session, End Time, Duration etc. As shown in Figure 11, The customer service attribute information obtained by the server shows that customer service 1 snail is a pre-sale customer service, Customer Service 2linda is an after-sales customer service, And the conversation start time between user Andy and customer service 1 snail is earlier than the conversation start time with customer service 2linda, Then, the server can determine the client end corresponding to the client 1 snail as the target client end.
In an embodiment of the invention, The server outputs conflict reminder information to different clients. Different clients display the conflict reminder information, The conflict prompt information includes a user terminal corresponding to multiple conversation information. The conflict reminder information displayed by a client is shown in Figure 12. The customer service terminal obtains corresponding customer service and inputs selection instruction information according to the conflict prompt information. As shown in Figure 12, Customer service 2linda enters the selection command information through the customer service terminal, The selection instruction information is "yes" or "no" in the specific embodiment. "Yes", It means that customer service 2linda still chooses to continue the conversation with user Andy, "No" means that customer service 2linda chose to interrupt the conversation with user Andy. The customer service terminal sends the selection instruction information input by the customer service to the server. The server receives the selection command information sent by different clients, When there is only one selection instruction information sent by different clients to continue the conversation, Then, the client end that the selection instruction information is to continue the conversation is the target client end. When there is more than one selection instruction information sent by different clients to continue the conversation, The server selects one client terminal as the target client terminal from the multiple client terminals that select the command information to continue the conversation.
specific, The server selects one client terminal from the multiple client terminals that select the command information to continue the conversation as the target client terminal including: Obtain the selection instruction information as customer service attribute information and/or conversation time information corresponding to multiple customer service terminals to continue the conversation; According to the customer service attribute information and/or session time information, a customer service terminal is determined as the target customer service terminal.
specific, The server selects one client terminal from the multiple client terminals that select the command information to continue the conversation as the target client terminal including: The server randomly selects one client terminal as the target client terminal from the multiple client terminals that select the command information to continue the conversation.
In an embodiment of the invention, After the customer service terminal sends the selection instruction information input by the customer service to the server, The server can choose to send the selection instruction information to the client. As shown in Figure 12, Customer service 2linda enters the selection command information through the customer service terminal, The selection instruction information is "Yes" in this specific embodiment. "Yes", This means that customer service 2linda still chooses to continue the conversation with user Andy. After the server sends the selection instruction information of the customer service 2linda to continue the conversation to the user end, Then the user corresponding to the user side can know that linda can be used as the target customer service in the store to conduct subsequent conversations. in this way, After the user end receives the respective selection instruction information of the customer service end corresponding to multiple sessions, You can select the final target client from the clients who choose to continue the session.
In an embodiment of the invention, After the customer service terminal sends the selection instruction information input by the customer service to the server, The server can also choose not to send selection command information to the client. Only the finally determined target customer service terminal is sent to the user terminal.
In summary, The invention provides a method for determining a target customer service terminal of an online customer service system, Client, Kefuduan, server, Online customer service system, Computer equipment and computer-readable storage media, The server obtains multiple session information corresponding to the user side, When the client terminals corresponding to multiple session information belong to different client terminals of the same merchant, That means that the merchant has multiple customer service customers who have received the same user end, At this time, the server determines the target client from different clients, The target client as the sole client of the merchant has a conversation with the user, Thus improving the user's subsequent communication experience, Reduced waste of resources on the customer service side.
It should be noted that Although the operation of the method of the invention is described in a specific order in the drawings, but, This does not require or imply that these operations must be performed in this particular order, Or all the operations shown must be performed to achieve the desired result. Additionally or alternatively, Some steps can be omitted, Combine multiple steps into one step, And/or decompose a step into multiple steps for execution.
Although the present invention provides method operation steps as described in the embodiments or flowcharts, However, based on conventional or non-progressive means, more or fewer steps may be included. The sequence of steps listed in the embodiment is only one way in the sequence of execution of many steps, Does not represent the only order of execution. When the actual device or customer service product is executed, It can be executed sequentially or in parallel according to the method shown in the embodiments or the drawings (for example, a parallel processor or a multi-threaded processing environment, Even for distributed data processing environment). The term "including", "Contains" or any other variation thereof is intended to cover non-exclusive inclusions, So that the process including a series of elements, method, The product or equipment includes not only those elements, And also includes other elements that are not explicitly listed, Or is it also included for this process, method, Elements inherent in the product or equipment. Without more restrictions, Does not exclude the process of including the elements, method, There are other identical or equivalent elements in the product or equipment.
The unit explained in the above embodiment, Device or module, etc., It can be realized by computer chip or entity, Or it can be realized by a product with a certain function. For the convenience of description, When describing the above devices, the functions are divided into various modules and described separately. of course, When implementing the present invention, the functions of each module can be implemented in the same software or multiple hardware and/or hardware, The modules that achieve the same function may also be implemented by a combination of multiple sub-modules or sub-units. The device embodiments described above are only schematic, E.g, The division of the unit, Just for a logical function, In actual implementation, there may be other ways of division, For example, multiple units or components can be combined or integrated into another system, Or some features can be ignored, Or not. another point, The displayed or discussed mutual coupling or direct coupling or communication connection may be through some interfaces, Indirect coupling or communication connection of devices or units, Can be electrical, Mechanical or other forms.
Those skilled in the art also know that In addition to implementing the controller in pure computer readable code, It is entirely possible to make the logic switch of the controller by logic method switch, Integrated circuits for special applications, Programmable logic controllers and embedded microcontrollers can be used to achieve the same function. So this controller can be considered as a hardware component, The devices included therein for realizing various functions can also be regarded as structures within the hardware components. Or even, The device for realizing various functions can be regarded as both a software module of an implementation method and a structure in a hardware component.
The invention can be described in the general context of computer executable instructions executed by a computer, For example, program modules. normally, Program modules include routines that perform specific tasks or implement specific abstract data types, Program, object, Components, Data structure, Class and so on. The invention can also be practiced in a distributed computing environment, In these distributed computing environments, The tasks are executed by remote processing devices connected through the communication network. In a distributed computing environment, Program modules can be located in local and remote computer storage media including storage devices.
It can be known from the description of the above embodiments that Those skilled in the art can clearly understand that the present invention can be implemented by means of software plus a necessary general hardware platform. Based on this understanding, The technical solution of the present invention can be embodied in the form of software products in essence or part of contributions to the existing technology, The computer software product can be stored in a storage medium, Such as ROM/RAM, Disk, CD, etc., Includes several instructions to make a computer device (which can be a personal computer, Mobile terminal, server, Or network equipment, etc.) to execute the methods described in various embodiments of the present invention or some parts of the embodiments.
The various embodiments in this specification are described in a sequential manner, The same or similar parts between the various embodiments may refer to each other, Each embodiment focuses on the differences from other embodiments. The invention can be used in many general or special computer system environments or configurations. E.g: personal computer, Server computer, Handheld devices or portable devices, Tablet device, Multiprocessor systems, Microprocessor-based systems, Set-top box, Programmable electronic equipment, Internet PC, Small computer, Large computer, Including the distributed computing environment of any of the above systems or devices, etc.
Although the present invention has been described by examples, Those of ordinary skill in the art know that The present invention has many variations and changes without departing from the spirit of the present invention, It is hoped that the scope of the attached patent application includes these modifications and changes without departing from the spirit of the present invention.
