WO2014071796A1

WO2014071796A1 - User request processing method and system

Info

Publication number: WO2014071796A1
Application number: PCT/CN2013/085304
Authority: WO
Inventors: 何承雄; 袁家美; 左文建; 刘钊
Original assignee: 北京奇虎科技有限公司; 奇智软件（北京）有限公司
Priority date: 2012-11-09
Filing date: 2013-10-16
Publication date: 2014-05-15
Also published as: CN102917075B; CN102917075A

Abstract

Disclosed are a user request processing method and system. The method comprises steps of: receiving user request information sent by a client; creating a request processing task according to the user request information, and assigning the request processing task to a processing terminal; creating a session corresponding to the request processing task; receiving information input by the client and associated with the session and forwarding the information to the processing terminal, receiving a message input by the processing terminal and associated with the session and forwarding the message to the client, and at the same time storing the information associated with the session, so that a user and a customer service staff can communicate with each other in time, thereby improving a response speed of a customer service system, and further improving the user experience when the user feeds back information.

Description

User request processing method and system

The present invention relates to the field of computer technologies, and in particular, to a user request processing method and system. Background technique

With the development of the Internet, businesses are increasingly aware of the importance of customer service, especially in the field of e-commerce and online games, the status and role of customer service is becoming more and more obvious, and customer service systems have emerged.

At present, a common customer service system is a form-based customer service system (FCSS, Form-based).

Cus tomer Servi ce Sys tem ) , the user submits the customer service information using the form, and the customer service staff uses the form to answer the question. Among them, the FCSS will formulate the required fields, and then arrange them according to certain rules and present them to the users in the form of forms through multimedia devices. The user fills in the customer service information in the form, and submits it to the FCSS back office after completing the filling; the customer service staff views the customer service information in the FCSS background, and provides the solution to the user in the form of a form. The main disadvantage of FCSS is the lack of interaction with users, which makes communication between customer service and users unsustainable. In FCSS, users can only browse and submit form submissions. Users are often just a viewer, not a participant. For example: After the user submits the question, the customer service staff can view the problem. If the problem description is not accurate, the customer service staff will answer the question according to his own understanding, and eventually the user is not satisfied with the answer. In FCSS, in this case, the user can only resubmit a new form and describe the problem he encountered again. As a result, the entire process is repetitive and cumbersome, and users and customer service personnel cannot communicate efficiently.

Another industry-wide customer service system for instant messaging-based customer service systems (IMSSS, Ins tant Mes saging-based Cus tomer Service System), users and customer service personnel to communicate instantly, but this solution also has obvious shortcomings. In the instant messaging-based customer service system (IMCSS), the user asks the customer service staff through instant messaging, and the customer service staff immediately answers the user. The main disadvantage of IMCSS is that it is difficult to accurately track customer service information. Due to the randomness of instant messaging (it does not have the formality of the form;), customer service information often appears scattered in multiple non-contiguous instant messages. Therefore, it is difficult for the user to search for the required information from the past chat records, and it is difficult for the customer service personnel to describe and record the content, processing process and processing results of the questions raised by the user. For example, users and customer service personnel solve a series of user problems after multiple instant messaging exchanges, but the description and solution of user problems may exist in multiple non-contiguous instant messages, and even a kind of Extreme phenomenon: Between the question and answer of a question, there are mixed descriptions and answers to other questions. For example, after the first question is raised, the customer service personnel have not yet solved the problem. The user continues to raise the question 2. The customer may give priority to the answer. After question 2, answer question one. It can be seen that in the first plan and the plan The customer service system of the second is unable to ensure smooth and efficient communication between the customer service personnel and the user, resulting in a reduced user experience when the customer service information is feedback. It can be seen that the existing customer service system cannot ensure smooth and efficient communication between the customer service personnel and the user, which affects the user experience effect when the user feeds back the information. Summary of the invention

In view of the above problems, the present invention has been made in order to provide a user request processing method and system that overcomes the above problems or at least partially solves the above problems.

According to an aspect of the present invention, a user request processing method is provided, including the steps of: receiving user request information sent by a user terminal; creating a request processing task according to the user request information, and allocating the request processing task to the processing terminal; creating and requesting Processing the session corresponding to the task; receiving the information associated with the session input by the client and forwarding it to the processing terminal, and receiving the message associated with the session input by the processing terminal and forwarding it to the client, and storing the session-related Linked information.

According to another aspect of the present invention, a user request processing system is provided, including: a front end module disposed in each user terminal, a background module disposed in each processing terminal, and being disposed between the user end and the processing terminal Processing server, wherein the front end module is configured to receive user input information input by the user and send it to the processing server; the processing server comprises: a user request processing module configured to receive user request information from the front end module, create request processing a task, and assigning a request processing task to a background module of the processing terminal; a session processing module configured to request a processing task to create a corresponding session; receiving a user-entered information associated with the session and forwarding the same to the background module, and Receiving information associated with the session entered by the background module and forwarding it to the front end module while storing information associated with the session; the background module is configured to process request processing tasks from the user request processing module assignment, and to the session Processing module sends about Information processing tasks associated with processing the request.

According to the user request processing method and system of the present invention, the request processing task can be created according to the user request information submitted by the user, and then the request processing task is stored and tracked, and the content, processing process and processing result of the request processing task can be effectively managed; At the same time, by recording the session corresponding to the request processing task, the request processing task can be processed in a continuous and immediate manner, so that the user and the guest can communicate instantly, improve the response speed of the customer service system, and further improve the feedback information of the user. User experience at the time.

The above description is only an overview of the technical solutions of the present invention, and the above-described and other objects, features and advantages of the present invention can be more clearly understood. Specific embodiments of the invention are set forth below. DRAWINGS

Various other advantages and benefits will become apparent to those of ordinary skill in the art. The drawings are only for the purpose of illustrating the preferred embodiments and are not to be construed as limiting. Throughout the drawings, the same reference numerals will be used to refer to the same parts. In the drawing:

1 shows a schematic diagram of a user request processing system 100 in accordance with one embodiment of the present invention; FIG. 2A shows a schematic diagram of a session interface showing unresolved issues in accordance with one embodiment of the present invention;

2B shows a schematic diagram of a session interface showing a resolved problem in accordance with one embodiment of the present invention;

3 shows a flow diagram of a user request processing method 300 in accordance with one embodiment of the present invention; and FIG. 5 shows a schematic diagram of a storage unit for holding or carrying an order code implementing a method in accordance with the present invention. detailed description

Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While the exemplary embodiments of the present invention are shown in the drawings, it is understood that the invention may be embodied in various forms and not limited by the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be more fully understood, and the scope of the disclosure may be fully conveyed to those skilled in the art.

FIG. 1 schematically shows a schematic diagram of a user request processing system 100 in accordance with an embodiment of the present invention. As shown in FIG. 1, the user request processing system includes: a front end module 122 disposed in each client terminal 12, a background module 142 disposed in each processing terminal 14, and disposed between the client terminal 12 and the processing terminal 14. Processing server 16.

The front end module 122 is configured to receive user request information entered by the user and send it to the processing server 16. The user request information includes one or more of the following: the application involved and the location of the client, the type of the user request, and the content requested by the user, and the like. The application may be a game, an application software, an operating system, etc.; the location of the application and the client may be an address of the client in the network, such as an IP address, of course, if the user requests information related to a problem in the game, the user The location of the terminal may be the location of the regional server selected by the user; the type of the user request may include: one or more of game recharge, vulnerability (BUG) suggestion, consultation, complaint, and equipment theft; user requested content These include: The user submits a textual description of the relevant question and/or a screenshot of the relevant question submitted by the user. For example, when the user of the present invention requests the processing system 100 to be used in the customer service field of the game, the user request information may be customer service information submitted by the game player from the regional server where the game player is located. The monthly information may include all or part of the user request information described above.

The processing server 16 includes a user request processing module 162 and a session processing module 164. The user request processing module 162 is configured to receive user request information from the front end module 122, create a request processing task, and assign the request processing task to the background module 142 of the processing terminal 14; the session processing module 164 is configured to request processing task creation correspondence Session, the session corresponding to the request processing task is used to record the session information between the user and the agent for the request processing task; receiving the information input by the user associated with the session and forwarding it to the background module 142, and receiving The information associated with the session entered by the background module 142 is forwarded to the front end module 122 while the information associated with the session is stored.

Optionally, the user request processing module 162 may create different request processing tasks for different users and different user requests, where the request processing task may be set by the customer service personnel to respond to the user request information submitted by the user. Related tasks. For example, in the customer service field of the game, a customer service work order (corresponding to the request processing task here) can be created for the player according to the customer service information submitted by the player, and the customer monthly work order is assigned to the corresponding customer monthly terminal (corresponding to The processing terminal here). Optionally, different customer service work orders are created for players located in different regional servers and for different user requests from each player. Understandably, even if different players make the same user request, they should belong to different customer service work orders for the customer service terminal, and the same player should belong to different customer service work orders even if different user requests are made for the customer service terminal. . Therefore, through the user request processing module 162, different customer service work orders can be established for different players and different users, and the same user request submitted by the same player can be uniformly managed, thereby establishing an easy management. Customer service orders can avoid the situation of confusion between players and customer service.

Optionally, the session processing module 164 can create different corresponding sessions for different clients and different user requests. And after the request processing task and the corresponding session are created, subsequent interactions between the user and the agent about the user request may be performed in the corresponding session. Specifically, the session processing module 164 may receive the client input. The information associated with the session is forwarded to the processing terminal 14, and the message associated with the session entered by the processing terminal 14 is received and forwarded to the client 12 while the information associated with the session is stored.

For example, in the customer service field of the game, the interface of the customer service terminal where the customer service personnel are located and the interface of the user terminal where the player is located can display the questions raised by the player for a certain customer service work order and the customer service personnel make the work order for the customer service work order. Answer. As long as the relevant questions for the customer service work order can be carried out in the session, the player and the customer service personnel can immediately interact with a certain problem and related problems, thereby improving the communication efficiency.

The background module 142 is configured to process request processing tasks from user request processing module assignments, and to send information to the session processing module 164 regarding associated processing of request processing tasks. Thus, through the front end module 122, the processing server 16, and the background module 142, a customer service system based on both a form and an instant message can be established between the client and the customer service terminal, which can well serve the current form-based service. The customer service system and the instant messaging-based customer service system have their own defects, and they have the advantages of both.

Optionally, the background module 142 includes a state management module. The status management module is configured to set a current status of the request processing task according to the processing status of the request processing task, and transmit the current status to the user request processing module 162, wherein the current status includes: resolved, unresolved, and processing; The user request processing module 162 transmits the current status of the request processing task to the front end module 122, which displays the current status of the request processing task.

Optionally, after the background module 142 completes the request processing task, the state management module sets the current state of the request processing task to be resolved; the session processing module 164 ends the session regarding the request processing task; and the front end module 122 displays that the request processing task has been resolved. And a hint at the end of the session. That is, when the agent processes the request processing task, the corresponding session is closed. At this point, the user will be prompted with the message "Problem Resolved" on the session interface.

Optionally, the user request processing module 162 stores a list of request processing tasks for each client, and a session history corresponding to each request processing task in the list. Accordingly, the front end module 122 displays a list of request processing tasks for the client at its location and a session history corresponding to each request processing task in the list. A schematic diagram of a session interface requesting a list of processing tasks is shown in Figures 2A and 2B, respectively, as specifically described below with respect to Figures 2A and 2B.

Optionally, the front end module 122 further includes a query unit. The query unit is configured to receive query information entered by the user and send a query request to the user request processing module 162, the query information comprising: requesting a processing task and/or requesting a session corresponding to the processing task. The user request processing module 162 queries and displays the query content in the front end module 122 based on the query request from the query unit.

2A shows a schematic diagram of a session interface for an unresolved problem in accordance with one embodiment of the present invention. As shown in FIG. 2A, a customer service work order list 200 displayed in the conversation interface, in which at least one customer service work order 211 and an associated conversation window 23 displaying the corresponding customer service work order 211 are recorded. Optionally, the customer service work order list 200 may be divided according to the current status of the customer service work order 221, for example, may be divided into an unresolved problem 21 and a solved problem 22. In Figure 2A, the customer service work order under the unresolved issue 21 category includes: "What is the way to obtain reputation?" 211, "tes t", "55555555555555555555". When the selected bar is located in the customer service work order "Will there be any way to obtain the reputation?" On the 21st, the session window 23 displays the existing information from the player and the customer service terminal related to the customer service work order "Where is the reputation acquisition?" The session information, that is, the user request information from the game player "What is the way to obtain reputation?" and the session information of the customer service personnel from the customer service terminal "Pro, your question has been successfully submitted, the customer service is processing, please wait". Here, in Figure 2A The session interface can be displayed on the user side where the player is located and the corresponding customer service terminal, so that the player and the customer service personnel can communicate instantly and query the customer service work order.

Figure 2B shows a schematic diagram of a session interface for a solved problem in accordance with one embodiment of the present invention. Here, the setting of the session interface of FIG. 2B is similar to that of FIG. 2A, and the only difference is that the session interface of the solved problem is shown in FIG. 2B. As shown in FIG. 2B, a plurality of processed customer service work orders are listed under the classification of the solved problem 22: 11 1111 1111 1111 1111, t es t , 5555555555555, and "What is the way to obtain reputation?" 221. When the selected bar is located in the customer service work order "Where is the reputation acquisition available?" 221, the session window 23 displays the existing session information from the player and the customer service terminal, that is, the user request information from the player "please ask for the reputation acquisition" What is the way? "Session information from the customer service staff of the customer service terminal" Pro, your question has been successfully submitted, the customer service is processing, please wait", and the session sent by the customer service staff from the customer service terminal after the customer service order is processed. Info "Hello dear player! In-game details, please experience it yourself. I wish you a happy game!" In addition, there is a message below the conversation window 23 "This issue has been resolved. If you need more Help, you can create a new question and continue to ask questions 24 . At this time, the session window on the customer service and the customer service terminal about the customer service worklist "What is the way to obtain reputation?" has been closed. However, in the session interface showing the customer service work order list, the session corresponding to each customer service work order and the current status are stored, and the session interface can be displayed on the user terminal where the player is located and the customer service terminal where the customer service personnel are located, which is convenient for inquiry.

It can be seen from the above that by processing the task list through the request, the user can query the related request processing task submitted by the user, and query the session information related to the request processing task. In the request processing task list, when the user selects a request processing task, the history of the session corresponding to the request processing task is displayed in the session window, so that the management of the request processing task can be further enhanced.

Although the request processing task list, the request processing task, and the presentation form of the session are introduced by taking the application as a game as an example in FIG. 2A and FIG. 2B, it can be understood that the request processing task list can also be applied to other scenarios. For example, complaints, consultations, etc.

The present invention provides a user request processing method, as shown in Figure 3, which shows a flow diagram of a user request processing method 300 in accordance with one embodiment of the present invention.

As shown in FIG. 3, the user request processing method 100 of the present invention begins in step S310. In step S310, user request information sent by the client is received. The user request information includes one or more of the following: the application involved and the location of the client, the type of the user request, and the content requested by the user, and the like. The application may be a game, an application software, an operating system, etc.; the location of the application and the client may be an address of the client in the network, such as an IP address, of course, if the user requests information related to a problem in the game, the user The location of the terminal may be the location of the regional server selected by the user; the type of the user request may include: one or more of game recharge, vulnerability (BUG) suggestion, consultation, complaint, and equipment theft; user requested content Including: User submits text on related questions Describe and/or submit a screenshot of the relevant issue by the user. For example, when the user of the present invention requests a processing method

When the 300 is used in the customer service field of the game, the user request information may be customer service information submitted by the game player from the server in which it is located, and the customer service information may include all or a part of the user request information described above.

Subsequently, in step S320, a request processing task is created based on the user request information, and the request processing task is assigned to the processing terminal. Optionally, different request processing tasks may be created for different user terminals and different user requests, and the request processing task may refer to a related task that the customer service personnel needs to reply to the user request information submitted by the user.

For example, in the customer service field of the game, a customer service order (corresponding to the request processing task here) can be created for the player according to the customer service information submitted by the player, and the customer service work order is assigned to the corresponding customer service terminal.

(corresponds to the processing terminal here). Optionally, different customer service work orders are created separately for players located in different regional servers and for different user requests made by each player. Understandably, even if different players make the same user request, they should belong to different customer service work orders for the customer service terminal, and the same player should belong to different customer service work orders even if different user requests are made for the customer service terminal. . Therefore, through this step, different customer service work orders can be established for different players and different users, and the same user request submitted by the same player can be uniformly managed, thereby establishing a convenient customer service work order. Can avoid the situation of confusion between the player and the customer service.

Subsequently, in step S330, a corresponding session is created for the request processing task. The session corresponding to the request processing task is used to record session information between the user and the agent for processing the request. Optionally, different corresponding sessions are created for different users and different user requests.

For example, in the customer service field of the game, a session corresponding to the customer work order is created, so that the player and the customer service personnel of the customer service terminal can communicate in time for the problem involved in the customer service work order, optionally, for different customer service work orders. Different sessions.

After the request processing task and the corresponding session are created, the interaction between the subsequent user and the agent about the user request may be performed in the corresponding session. Specifically, in step S 340, the user input is received. The session associated information is forwarded to the processing terminal, and the message associated with the session input by the processing terminal is received and forwarded to the client while the information associated with the session is stored.

For example, in the customer service field of the game, the interface of the customer service terminal where the customer service personnel are located and the interface of the user terminal where the player is located can display the questions raised by the player for a certain customer service work order and the customer service personnel make the work order for the customer service work order. Answer. As long as the relevant problems for the customer service work order can be carried out in the session, the player and the customer service personnel can instantly interact with a certain problem and related problems, thereby improving the communication efficiency. When the agent completes the processing of the request processing task, the session information that completes the processing of the request processing task is released, and the session information is displayed on the user interface where the corresponding player is located.

After step S340, the processing flow of the user request processing method 300 of the present invention may end. As can be seen from the above, the user request processing method 300 of the present invention creates a request processing task according to the user request information submitted by the user by performing the above step S320, and then stores and tracks the request processing task, thereby effectively managing the request processing task. Content, processing, and processing results. In addition, in steps S330 and S340, by creating a session corresponding to the request processing task, the request processing task can be processed continuously and instantaneously, so that the user and the customer service personnel can communicate instantly, and the response speed of the customer service system is improved.

Optionally, step S322 and step S324 may also be performed. In step S322, the current state of the request processing task is set according to the processing state of the request processing task. Optionally, the current state includes one or more of the following: resolved, unresolved, and in progress. Then, in step S324, the current status of the request processing task is transmitted to the client, and displayed at the user end, so that the user can know whether the submitted user request information has been processed by the customer service personnel by requesting the current status of the processing task.

Alternatively, after step S340, step S350 may also be performed. In step S350, after the processing terminal completes the request processing task, the session regarding the corresponding request processing task is ended at the user terminal. That is, after the customer service personnel complete the processing of the request processing task, the corresponding session between the user and the customer service personnel is closed. Accordingly, a prompt message can be displayed to the user on the session interface. "The problem has been solved, .

Optionally, before the processing flow of the user request processing method 300 ends, for example, after step S350, the processing method 300 may further include step S 360: establishing a request processing task list according to the user end, and storing each of the A request processing session corresponding to the task; and displaying the request processing task list of the client side and the session corresponding to each request processing task in the request processing task list are displayed at the user end.

It should be noted that the method shown in FIG. 3 is not limited to the sequence of steps shown, and the sequence of steps may be adjusted as needed. For example, step S330 may also be performed before step S322. Further, the steps in the method shown in Fig. 3 are not limited to the division of the above steps, and the above steps may be further divided into more steps or may be combined into fewer steps.

The algorithms and displays provided herein are not inherently related to any particular computer, virtual system, or other device. Various general purpose systems can also be used with the teaching based on the teachings herein. According to the above description, the structure required to construct such a system is obvious. Moreover, the invention is not directed to any particular programming language. It is to be understood that the invention may be embodied in a variety of programming language, and the description of the specific language is described above for the preferred embodiments of the invention.

Numerous specific details are set forth in the description provided herein. However, can understand, this hair The embodiments may be practiced without these specific details. In some instances, well-known methods, structures, and techniques are not shown in detail so as not to obscure the understanding of the description.

Similarly, it is to be understood that in the above description of the exemplary embodiments of the invention, various features of the invention are sometimes grouped together in a single embodiment , diagram, or description of it. However, the method of the disclosure should not be construed as reflecting the intention that the claimed invention requires more features than those recited in the claims. Rather, as the following claims reflect, inventive aspects lie in less than all features of the single embodiments disclosed. Therefore, the claims following the specific embodiments are hereby explicitly incorporated into the specific embodiments, and each of the claims as a separate embodiment of the invention.

Those skilled in the art will appreciate that the modules in the devices of the embodiments can be adaptively changed and placed in one or more devices different from the embodiment. The modules or units or components of the embodiments may be combined into one module or unit or component, and further they may be divided into a plurality of sub-modules or sub-units or sub-components. In addition to the fact that at least some of such features and/or processes or units are mutually exclusive, any combination of the features disclosed in the specification, including the accompanying claims, the abstract and the drawings, and any methods so disclosed, or All processes or units of the device are combined. Each feature disclosed in the specification (including the accompanying claims, the abstract and the drawings) may be replaced by alternative features that provide the same, equivalent or similar purpose, unless otherwise stated.

Moreover, those skilled in the art will appreciate that, although some embodiments described herein include certain features that are not included in other embodiments, and other features, combinations of features of different embodiments are intended to be within the scope of the present invention. Different embodiments are formed and formed. For example, in the following claims, any one of the claimed embodiments can be used in any combination.

The various component embodiments of the present invention may be implemented in hardware, or in a software module running on one or more processors, or in a combination thereof. Those skilled in the art will appreciate that a microprocessor or digital signal processor (DSP) may be used in practice to implement some or all of the functionality of some or all of the components of the user request processing system in accordance with embodiments of the present invention. The invention can also be implemented as a device or device program (e.g., a computer program and a computer program product) for performing some or all of the methods described herein. Such a program implementing the invention may be stored on a computer readable medium or may be in the form of one or more signals. Such signals may be downloaded from an Internet website, provided on a carrier signal, or provided in any other form.

For example, FIG. 4 illustrates a processing server that can implement a user request processing method in accordance with the present invention. The processing server conventionally includes a processor 410 and a computer program in the form of a memory 420 Product or computer readable medium. The memory 420 may be an electronic memory such as a flash memory, an EEPROM (Electrically Erasable Programmable Read Only Memory), an EPROM, a hard disk, or a ROM. storage

430. For example, storage space 430 for program code may include various program code 431 for implementing various steps in the above method, respectively. The program code can be read from or written to one or more computer program products. These computer program products include program code carriers such as hard disks, compact disks (CDs), memory cards or floppy disks. Such a computer program product is typically a portable or fixed storage unit as described with reference to Figure 5. The storage unit may have a storage section or a storage space or the like arranged similarly to the storage 420 in the server of Fig. 4. The program code can be compressed, for example, in an appropriate form. Typically, code read by a processor, such as 410, when shipped by a processing server, causes the processing server to perform various steps in the methods described above.

It is to be noted that the above-described embodiments are illustrative of the invention and are not intended to limit the scope of the invention, and those skilled in the art can devise alternative embodiments without departing from the scope of the appended claims. In the claims, any reference signs placed between parentheses shall not be construed as a limitation. The word "comprising" does not exclude the presence of the elements or steps that are not recited in the claims. The word "a" or "an" preceding a component does not exclude the presence of a plurality of such elements. The invention can be implemented by means of hardware comprising several distinct elements and by means of a suitably programmed computer. In the unit claims enumerating several means, several of these means can be embodied by the same hardware item. The use of the words first, second, and third does not indicate any order. These words can be interpreted as names.

Claims

Rights request

1. A user request processing method, comprising the steps of:

Receiving user request information sent by the client;

Creating a request processing task according to the user request information, and allocating the request processing task to the processing terminal;

Creating a session corresponding to the request processing task;

Receiving information associated with the session input by the client and forwarding it to the processing terminal, and receiving a message associated with the session input by the processing terminal and forwarding the message to the client And simultaneously storing information associated with the session.

2. The user request processing method according to claim 1, wherein

The step of creating a request processing task according to the user request information is:

Creating different request processing tasks for different user terminals and different user requests; the steps of creating a session corresponding to the request processing task are:

Create different corresponding sessions for different clients and different users.

3. The user request processing method according to claim 1 or 2, wherein

The user request information sent by the user terminal includes one or more of the following: an application involved and a location where the user terminal is located, a type of the user request, and content requested by the user.

The user request processing method according to any one of claims 1 to 3, after the step of assigning the request processing task to the processing terminal, further comprising:

Setting a current status of the request processing task according to a processing status of the request processing task, where the current status includes one or more of the following: resolved, unresolved, and processing; processing the request processing task The current state is transmitted to the client for display at the client.

5. The user request processing method according to claim 1, further comprising:

After the processing terminal completes the request processing task, the session regarding the request processing task is ended at the user terminal.

6. The user request processing method according to claim 5, further comprising:

Establishing a request processing task list according to the user side, and storing a session corresponding to each request processing task in the list;

A request processing task list of the client and a session corresponding to each request processing task in the list are displayed at the client.

A user request processing system, comprising: a front end module disposed in each user terminal, a background module disposed in each processing terminal, and a processing server disposed between the user end and the processing terminal, wherein The front end module is configured to receive user input information input by the user and send it to the processing server;

Processing servers include:

a user request processing module configured to receive user request information from the front end module, create a request processing task, and assign the request processing task to a background module of the processing terminal;

a session processing module configured to: create a corresponding session by the request processing task; receive information input by the user and associated with the session, and forward the information to the background module, and receive the input related to the session by the background module Linked information and forwarded to the front end module while storing information associated with the session;

The background module is configured to process a request processing task from the user request processing module assignment and to send information associated with processing the request processing task to the session processing module.

8. The processing system of claim 7, the user input information entered by the user comprises one or more of the following:

The application involved and the location of the client, the type of user request, and the content requested by the user.

9. The processing system of claim 7, the background module comprising:

a state management module, configured to set a current state of the request processing task according to the processing status of the request processing task, and transmit the current status to the user request processing module, where the status includes: Unresolved, and in process;

among them,

The user request processing module transmits the current status of the request processing task to the front end module,

The front end module displays a current status of the request processing task.

10. The processing system of claim 9

After the background module completes the request processing task, the state management module sets the current state of the request processing task to be resolved;

The session processing module ends a session regarding the request processing task;

The front end module displays a prompt indicating that the request processing task has been resolved and the session is over.

11. The processing system of claim 7, the user request processing module storing a request processing task list for each client, and a session history corresponding to each request processing task in the list;

The front end module displays a list of request processing tasks of the client side where it is located and the list The session history corresponding to each request processing task.

12. The processing system of claim 7, the front end module further comprising a query unit configured to receive query information input by the user and send a query request to the user request processing module, the query information comprising: request processing a task and/or request to process a session corresponding to the task;

The user request processing module performs a query according to a query request from the query unit and causes the query content to be displayed in the front end module.

1 3, a processing server, disposed between the user end and the processing terminal, wherein

The processing server includes:

a user request processing module configured to receive user request information from a front end module in the user terminal, create a request processing task, and assign the request processing task to a background module of the processing terminal;

a session processing module configured to: create a corresponding session by the request processing task; receive information input by the user and associated with the session, and forward the information to the background module, and receive the input related to the session by the background module The associated information is forwarded to the front end module while storing information associated with the session.

A computer program comprising computer readable code, the method of any one of claims 1-6 being executed when the processing server runs the computer readable code.

A computer readable medium storing the computer program of claim 14.