WO2017054653A1

WO2017054653A1 - Communication processing method and device

Info

Publication number: WO2017054653A1
Application number: PCT/CN2016/099292
Authority: WO
Inventors: 任卿; 陈航
Original assignee: 阿里巴巴集团控股有限公司; 任卿; 陈航
Priority date: 2015-09-30
Filing date: 2016-09-19
Publication date: 2017-04-06
Also published as: CN105338202B; HK1219606A1; CN105338202A

Abstract

The present application provides a communication processing method and device. The method comprises: receiving a communication request of a requesting user; determining a communication demand of the requesting user; and selecting a user who matches the communication demand, so that the selected user processes the communication demand. By means of the technical solution of the present application, the communication demand of a requesting user can be intelligently identified, and the most appropriate user can be selected for the requesting user, thereby efficiently solving the communication demand, and improving user communication experience.

Description

Communication processing method and device

Technical field

The present application relates to the field of communications technologies, and in particular, to a communication processing method and apparatus.

Background technique

In many scenarios, users often encounter problems that they cannot solve, and they need to be replaced or assisted by other users. However, the user may not know the specific target user who needs to contact, and does not know the contact information of the target user, and at the same time can know the contact information of the organization where the target user is located.

For example, User A wants to hire a month from a domestic service company, but User A is not able to directly understand the contact information of the New Moon, so he can only call the head office of the domestic service company first, and the total station. After receiving the call, transfer to the department of the month, and then arrange it to the specific month. The above process requires two transfers to enable User A to find the target user (ie, the month of the month); in other scenarios, more transfers may be required.

Therefore, how to understand the communication needs of users and intelligent user matching, so that users can directly find the correct target users, has become a technical problem to be solved.

Summary of the invention

In view of this, the present application provides a communication processing method and apparatus, which can intelligently identify the communication requirements of the requesting user and select the most suitable user for the purpose of efficiently solving the communication requirement, thereby contributing to improving the communication experience of the user.

To achieve the above objective, the present application provides the following technical solutions:

According to a first aspect of the present application, a communication processing method is provided, comprising:

Receiving a communication request from the requesting user;

Determining a communication requirement of the requesting user;

A user matching the communication requirement is selected to process the communication request by the selected user.

According to a second aspect of the present application, a communication processing apparatus is provided, comprising:

Receiving unit, receiving a communication request of the requesting user;

Determining a unit, determining a communication requirement of the requesting user;

The selecting unit selects a user that matches the communication requirement to process the communication requirement by the selected user.

It can be seen from the above technical solution that the present application can intelligently select the target user corresponding to the communication requirement by determining the communication requirement of the requesting user and matching the user of the communication requirement, without intermediate processes such as transfer or forwarding of the total station. It helps to efficiently solve communication needs and enhance the user's communication experience.

DRAWINGS

1 is a schematic diagram of a communication processing procedure in the related art;

2 is a flowchart of a communication processing method in an exemplary embodiment of the present application;

3 is a schematic diagram of a communication processing procedure in an exemplary embodiment of the present application;

4A is a schematic diagram of a communication processing procedure in an application scenario in an exemplary embodiment of the present application;

4B is a flowchart of a communication processing method in an application scenario in an exemplary embodiment of the present application;

FIG. 5A is a schematic diagram of a communication processing procedure in another application scenario in an exemplary embodiment of the present application; FIG.

FIG. 5B is a flowchart of a communication processing method in another application scenario in an exemplary embodiment of the present application; FIG.

FIG. 6 is a schematic structural diagram of an electronic device according to an exemplary embodiment of the present application; FIG.

FIG. 7 is a block diagram of a communication processing apparatus in an exemplary embodiment of the present application.

detailed description

1 is a schematic diagram of a communication processing procedure in the related art. As shown in FIG. 1, in the related art, when user A needs to contact a target user in an organization, the user A may not know the target user. I don't know the direct contact of the target user, but only the unified communication port of the organization. For example, when the organization is a company, the unified communication port can be the company's switchboard number, public mailbox, instant messaging public number, and the like.

Take the "switchboard number" as an example. After user A dials the number, the user can use the system to configure the IVR (Interactive Voice Response), ACD (Automatic Call Distribution), etc. Transfer to an idle worker, such as User B.

However, since the true intention of the user A cannot be understood, it is likely that the user B is not the target user of the user A, and the user B needs to communicate with the user A, and further transfers to the user C of the target user, and even more steps are needed. Or, User B or User C is not the target user of User A, and cannot determine the target user described by User A, and thus may need to return to the switchboard phone number for redistribution.

It can be seen that the communication processing process in the related art is very primitive, and the process is cumbersome and inefficient.

Therefore, the present application can solve the above technical problems existing in the related art by intelligently processing the communication process. In order to further illustrate this application, the following examples are provided:

FIG. 2 is a flowchart of a communication processing method in an exemplary embodiment of the present application. As shown in FIG. 2, the method is applied to a server, and may include the following steps:

Step 202: Receive a communication request of the requesting user.

In this embodiment, the server carries a communication platform through which the user can initiate a communication request to the unified communication port of the organization.

Step 204: Determine a communication requirement of the requesting user.

Step 206: Select a user that matches the communication requirement to process the communication requirement by the selected user.

For example, FIG. 3 is a schematic diagram of a communication processing procedure in an exemplary embodiment of the present application. As shown in FIG. 3, according to the technical solution of the present application, when the server detects the communication request initiated by the user A, the figure does not need to pass through the figure. The method shown in Figure 1 performs step-by-step communication transfer and target transfer. Instead, it can directly match the corresponding target user, such as user C, by analyzing user A's communication requirements, so that user A and user C can directly communicate. It eliminates a lot of intermediate links and helps to greatly simplify the process and improve efficiency.

In the technical solution of the present application, the requesting user can initiate a corresponding communication request through the client platform carried by the server through the client application in the terminal. The client application may have a one-to-one correspondence with the communication type. For example, when the communication type is call, instant messaging, email, etc., multiple client applications respectively corresponding to each of the above communication types may be installed in the terminal, respectively. The corresponding type of communication request is implemented; or the client application can integrate multiple communication types, and only one client application can be installed in the terminal, so that multiple types of communication requests can be implemented.

As an exemplary embodiment, the client application may be an instant messaging application, such as an enterprise instant messaging application (EIM), for example, a corporate instant messaging application (DingTalk); The combination of communication types, "nail nail" can realize various types of communication requests such as call, instant messaging, mail, etc., the platform carried by the above server can be called "studded unified communication platform" to uniformly support multiple types. Communication request.

For the convenience of description, the following embodiments take the "nail" and "studded unified communication platform" as examples, and further describe the technical solution of the present application in detail.

Embodiment 1

4A is a schematic diagram of a communication processing procedure in an application scenario in an exemplary embodiment of the present application. FIG. 4B is a flowchart of a communication processing method in an application scenario in an exemplary embodiment of the present application. The communication processing method described in FIG. 4B may include the following steps:

Step 402, receiving a communication request.

In this embodiment, the communication processing method shown in FIG. 4B is applied to a server, which carries a communication platform, such as the nail unified communication platform shown in FIG. 4A, which is from any user such as user A. The communication request is processed.

Step 404A, obtaining material information.

Step 404B: Receive user request information.

In step 406, a communication requirement is determined.

In this embodiment, in combination with FIG. 4A, it is assumed that the nail unified communication platform receives the communication request of the user A at this time, and then the user A is used as the requesting user; then, based on at least one of step 404A and step 404B, The communication requirements of the requesting user are determined in step 406.

(1) Based on information information

In one case, the material information may be obtained, and the user source of the material information is at least one of the requesting user and the associated user of the requesting user; and then, according to the data information, the communication request of the requesting user is determined.

The information information may include at least one of the following: a physical condition, a working condition, a travel plan, and geographic location information of the corresponding user.

1) In an embodiment, assuming that the requesting user is user A, when the nail unified communication platform receives the user A to initiate a communication request to the domestic service company, for example, dialing the switchboard number of the housekeeping service company, if the nail is unified The communication platform obtains the "physical status" information of user A, and the content is user A's recent medical check-up information in the hospital, or other means to determine that user A is pregnant and expecting a condition, then it can be speculated that user A's communication demand is hoped to find the month. Hey, not an air conditioner repairman or cleaning staff.

When the nail unified communication platform obtains the "physical status" information of the user A's associated user-user D, the communication requirement of the user A can also be determined. For example, the nail communication unified platform obtains the "physical condition" of the user D as the recent medical check-up information in the hospital, or determines that the user D is pregnant and the childbirth status by other means, and the user A and the user D are the husband-wife relationship, then the user A can be inferred. The communication needs are to look for a new moon (to take care of user D), not an air conditioner repairman or cleaning personnel.

2) In an embodiment, it is assumed that the nail unified communication platform receives the user A to initiate a communication request to the beverage supplier, such as sending a mail to the beverage provider's public mailbox, and when the nail unified communication platform obtains the user A's "work" In the case of the situation, if the content is that the user A is responsible for the sales of the beverage of the X brand by a supermarket, it can be presumed that the communication demand of the user A is that the beverage of the X brand is expected to be replenished instead of the beverage of the Y brand.

When the nail unified communication platform obtains the "work status" information of the user A's associated user-user D, the communication demand of the user A can also be determined. For example, the nailed unified communication platform obtains the “work status” of user D to be responsible for the sales of beverages of a supermarket to the X brand, while the relationship between user A and user D is a colleague, it can be speculated that the communication demand of user A is hope for the X brand. Beverages are replenished, not Y-branded drinks.

3) In an embodiment, it is assumed that the nail unified communication platform receives the user A to initiate a communication request to the ticketing company, such as the instant messaging public number to the ticketing company, and when the nail unified communication platform acquires the user A's "travel plan" At the time, if the content is recently going to the island for vacation, it can be speculated that User A's communication needs are to consult or purchase travel packages related to island vacations, rather than hiking or hiking.

When the nail unified communication platform obtains the “Travel Plan” information of the user A's associated user-user D, the communication demand of the user A can also be determined. For example, the nail communication unified platform obtains the user's “travel plan” for the recent island holiday, and user A and user D are the couple relationship, it can be speculated that user A's communication demand is to consult or purchase the travel related to the island holiday. Package, not hiking or hiking.

4) In an embodiment, it is assumed that the nail unified communication platform receives the user A to initiate a communication request to the automobile sales service 4S shop, for example, dialing the switchboard number of the car sales service 4S shop, and when the nail unified communication platform acquires the user A In the "geographic information", if the content is on a certain highway and is not in a mobile state, it can be inferred that user A's communication demand is to call a rescue vehicle instead of consulting a new car purchase.

And when the nail unified communication platform obtains the user A's associated user - user D's "travel meter" When drawing the "information information", the communication demand of the user A can also be determined. For example, the nailed unified communication platform acquires the "geographical location information" of the user D as being on a certain highway and is not in a moving state, and the user A and the user D For the relationship between husband and wife, it can be speculated that User A's communication needs are to call the rescue vehicle instead of consulting the new car purchase.

Of course, the data information can also be any other type of information. This application does not limit this. At the same time, any type of data information can be used in conjunction with each other to achieve a more accurate determination of communication requirements.

(2) Based on user request information

In another case, the request information input by the requesting user (ie, the user request information) may be obtained, and then the communication request of the requesting user is determined according to the request information.

In this embodiment, the requesting information can be input by the requesting user to directly express their own communication needs. For example, the IVR system may be combined to determine the communication requirement of the requesting user for the option selected by the requesting user; or, when the type of the communication request is a form such as a mail or an instant messaging message, the mail may be extracted and parsed. Content, instant messaging content, etc., to determine the communication needs of the requesting user.

Step 408: Determine whether each user matches the communication requirement of the requesting user, and if yes, go to step 410, otherwise continue the matching operation.

Step 410: Select a user that matches the communication requirement as the target user.

In this embodiment, when the requesting user initiates a communication request for any organization, all of the selectable users within the organization (eg, the user should be in an idle state are considered to be "optional users"). Alternatively, the user may be restricted by other conditions; of course, without limitation, the user whose demand resolution capability matches the communication requirement may be selected.

For example, as shown in FIG. 4A, it is assumed that for user B and user C in the same organization, if it is determined that user C matches the communication requirement of user A, user C is used as the target user, and user C is assigned to serve user A through service scheduling. .

The nail unified communication platform can directly establish a communication event between the requesting user and the selected user. For example, when the user A initiates a communication request by making a call, the telephone can be directly Transfer to user C; or, when user A initiates a communication request via email or instant messaging message, the message or instant messaging message can be forwarded to user C.

Alternatively, the nail unified communication platform can also inform the selected user of the information of the requesting user and the information of the communication demand, so that the selected user can process the communication demand. For example, when user A initiates a communication request by making a call, the user A's information (such as user A's name, gender, age, contact information, etc.) and its communication needs can be notified by mail, instant messaging, telephone voice, etc. User C, and then user C gets in touch with user A based on the information of user A after learning the corresponding communication requirements.

Embodiment 2

5A is a schematic diagram of a communication processing procedure in another application scenario in an exemplary embodiment of the present application. FIG. 5B is a flowchart of a communication processing method in another application scenario in an exemplary embodiment of the present application. The communication processing method described in FIG. 5B may include the following steps:

Step 502, receiving a communication request.

In this embodiment, the communication processing method shown in FIG. 5B is applied to a server, which carries a communication platform, such as the nail unified communication platform shown in FIG. 5A, which is used by any user such as user A. The communication request is processed.

In step 504, historical data is retrieved.

Step 506, determining historical communication requirements based on historical data.

In this embodiment, the historical data may be retrieved, and the historical data is related to at least one of the requesting user and the associated user of the requesting user; and then, according to the historical communication requirement recorded in the historical data, the requesting user is determined. Current communication needs.

1) Historical data is related to User A. Assuming that user A is responsible for the beverage sales of a supermarket brand to the X brand, when the nail unified communication platform receives the communication request initiated by the user A to the beverage supplier, the historical communication demand of the user A can be queried from the historical data - hope Replenishment of the X brand of beverages, and based on this, it is determined that User A's current communication needs are also to replenish the X brand of beverages, rather than replenishing the Y brand of beverages.

2) The historical data is related to the associated user D of the user A. Assume that between user A and user D is Relatives or friends, when the nail unified communication platform receives the user D to initiate a communication request to the domestic service company, it can be queried from the historical data that the user A recently initiated a communication request to the domestic service company through the nail unified communication platform, and Hiring a cleaning staff, that is, the historical communication requirement of user A is to hire a cleaning person, so that it can be determined that user D initiates a communication request to the domestic service company under the recommendation of user A, thereby determining that the current communication demand of user D is also I hope to hire a cleaning staff.

Step 508: Determine a history selection user according to the historical data.

In this embodiment, based on the determined current communication requirements (ie, historical communication requirements), historical data may be further retrieved, and users are selected according to the history recorded in the historical data, and users matching the communication requirements are selected.

For example, when the current communication demand is “replenishing the beverage of the X brand”, it is assumed that the beverage supplier has the user B and the user C, and both are responsible for the beverage sales of the X brand, and the historical data records the corresponding history. When the selected person is the user B, that is, the user A or the user D negotiates with the user B in history, and completes the purchase replenishment of the X brand beverage, so that the user B can be considered to be compared with the user C and the user A. More familiar and more reliable for User A, so you can continue to select User B as the salesperson.

For another example, when the current communication requirement is “Want to hire a cleaning person”, it is assumed that the user cleaning company has both user B and user C, which can satisfy the communication needs of user A. When the historical data records that the corresponding historical selection person is user B, If user A or user D has hired user B in history, it can be considered that user B has higher trustworthiness than user C, and thus can continue to select user B as the cleaning staff for the user. The continuity of the business eliminates the need for re-recognition and integration between users.

Step 510: When the history selection user can be selected, the history selection user is selected as the selected target user.

In step 512, when the history selection user cannot be selected, the proxy user of the history selection user is taken as the selected target user.

In this embodiment, it is assumed that the history selection user is user B, and the user B is likely to be sick, If you leave your post for business trips, vacations, etc., you may have resigned. The unified communication platform is switched to user C through service scheduling, and user C provides services to user A.

The nail unified communication platform can directly establish a communication event between the requesting user and the selected user. For example, when the user A initiates a communication request by making a call, the phone can be directly transferred to the user B (or the user C). Or, when user A initiates a communication request by mail or instant messaging message, the mail or instant messaging message can be forwarded to user B (or user C).

Alternatively, the nail unified communication platform can also inform the selected user of the information of the requesting user and the information of the communication demand, so that the selected user can process the communication demand. For example, when user A initiates a communication request by making a call, the user A's information (such as user A's name, gender, age, contact information, etc.) and its communication needs can be notified by mail, instant messaging, telephone voice, etc. User B (or User C), and then User B (or User C), after knowing the corresponding communication requirements, contacts User A based on the information of User A.

It should be noted:

(1) In the embodiments shown in FIG. 4B and FIG. 5B, it is proposed to determine the communication requirements of the requesting user by processing such as "acquiring data information", "receiving user request information", and "retrieving historical data", respectively. In fact, these processing methods can be used alone or in any combination with each other, and the communication requirements can be determined.

(2) Similarly, in the embodiments shown in FIG. 4B and FIG. 5B, it is proposed to determine the selected target users by processing methods such as "whether matching communication requirements" and "whether or not the user is selected for history"; In the above, these processing methods can be used alone or in any combination with each other, and the communication requirements can be determined.

In addition, the above various processing methods of "determining the communication request of the requesting user" and "determining the selected target user" can be freely combined to jointly implement the completed communication processing scheme. For example, when "determining the communication request of the requesting user" is implemented by "acquiring the information information", "determining the selected target user" can be realized by "whether or not the user is selected for the history"; or, by "receiving the user" When the request information "implements the communication request of the requesting user", "determine the selected target user" by "whether or not the user is selected for the history"; or, When the historical data "implements the communication request of the requesting user", "determine the selected target user" or the like can be realized by "whether it matches the communication requirement", thereby realizing other than the embodiment shown in FIG. 4B and FIG. 5B. Example.

FIG. 6 shows a schematic structural diagram of an electronic device according to an exemplary embodiment of the present application. Referring to FIG. 6, at the hardware level, the electronic device includes a processor, an internal bus, a network interface, a memory, and a non-volatile memory, and may of course include hardware required for other services. The processor reads the corresponding computer program from the non-volatile memory into the memory and then runs to form a communication processing device at a logical level. Of course, in addition to the software implementation, the present application does not exclude other implementation manners, such as a logic device or a combination of software and hardware, etc., that is, the execution body of the following processing flow is not limited to each logical unit, and may be Hardware or logic device.

Referring to FIG. 7, in a software implementation, the communication processing apparatus may include a receiving unit, a determining unit, and a selecting unit. among them:

Receiving unit, receiving a communication request of the requesting user;

Optionally, the determining unit is specifically configured to:

Obtaining material information, the user source of the material information being at least one of the requesting user and an associated user of the requesting user;

And determining, according to the material information, a communication requirement of the requesting user.

Optionally, the information information includes at least one of the following:

The physical condition, working status, travel plan, and geographical location information of the corresponding user.

Optionally, the determining unit is specifically configured to:

Obtaining request information input by the requesting user;

Determining, according to the request information, a communication requirement of the requesting user.

Optionally, the determining unit is specifically configured to:

Retrieving historical data, the historical data being related to the requesting user and the requesting user Associated with at least one of the associated users;

Determining the current communication requirement of the requesting user according to the historical communication requirement recorded in the historical data.

Optionally, the selecting unit is specifically configured to:

Among all the selectable users, select users whose demand resolution capability matches the communication requirements.

Optionally, the selecting unit is specifically configured to:

Retrieving historical data, the historical data being related to at least one of the requesting user and the associated user of the requesting user;

The user is selected according to the history recorded in the historical data, and the user matching the communication requirement is selected.

Optional,

The selected user selects the user for the history;

Alternatively, when the history selection user cannot be selected, the selected user selects the proxy user of the user for the history.

Optionally, the method further includes: establishing a unit or notifying the unit; wherein:

The establishing unit is configured to establish a communication event between the requesting user and the selected user;

The notification unit is configured to notify the selected user of the information of the requesting user and the information of the communication requirement, so that the selected user processes the communication requirement.

Optionally, the communication request is initiated by the requesting user through a communication function in an instant messaging application.

Optionally, the instant messaging application is an enterprise instant messaging application.

In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include non-persistent memory, random access memory (RAM), and/or non-volatile memory in a computer readable medium, such as read only memory (ROM) or flash memory. Memory is an example of a computer readable medium.

Computer readable media includes both permanent and non-persistent, removable and non-removable media. Information storage can be implemented by any method or technology. The information can be computer readable instructions, data structures, modules of programs, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read only memory. (ROM), electrically erasable programmable read only memory (EEPROM), flash memory or other memory technology, compact disk read only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, Magnetic tape cartridges, magnetic tape storage or other magnetic storage devices or any other non-transportable media can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary storage of computer readable media, such as modulated data signals and carrier waves.

It is also to be understood that the terms "comprises" or "comprising" or "comprising" or any other variations are intended to encompass a non-exclusive inclusion, such that a process, method, article, Other elements not explicitly listed, or elements that are inherent to such a process, method, commodity, or equipment. An element defined by the phrase "comprising a ..." does not exclude the presence of additional equivalent elements in the process, method, item, or device including the element.

The above is only the preferred embodiment of the present application, and is not intended to limit the present application. Any modifications, equivalent substitutions, improvements, etc., which are made within the spirit and principles of the present application, should be included in the present application. Within the scope of protection.

Claims

A communication processing method, comprising:

Receiving a communication request from the requesting user;

Determining a communication requirement of the requesting user;

A user matching the communication requirement is selected to process the communication request by the selected user.
The method of claim 1, wherein the determining the communication requirements of the requesting user comprises:

Obtaining material information, the user source of the material information being at least one of the requesting user and an associated user of the requesting user;

And determining, according to the material information, a communication requirement of the requesting user.
The method of claim 2 wherein said profile information comprises at least one of:

The physical condition, working status, travel plan, and geographical location information of the corresponding user.
The method of claim 1, wherein the determining the communication requirements of the requesting user comprises:

Obtaining request information input by the requesting user;

Determining, according to the request information, a communication requirement of the requesting user.
The method of claim 1, wherein the determining the communication requirements of the requesting user comprises:

Retrieving historical data, the historical data being related to at least one of the requesting user and the associated user of the requesting user;

Determining the current communication requirement of the requesting user according to the historical communication requirement recorded in the historical data.
The method of claim 1, wherein the selecting a user that matches the communication requirement comprises:

Among all the selectable users, select users whose demand resolution capability matches the communication requirements.
The method of claim 1, wherein the selecting a user that matches the communication requirement comprises:

Retrieving historical data, the historical data being related to at least one of the requesting user and the associated user of the requesting user;

The user is selected according to the history recorded in the historical data, and the user matching the communication requirement is selected.
The method of claim 7 wherein:

The selected user selects the user for the history;

Alternatively, when the history selection user cannot be selected, the selected user selects the proxy user of the user for the history.
The method of claim 1 further comprising:

Establishing a communication event between the requesting user and the selected user;

Alternatively, the information of the requesting user and the information of the communication requirement are notified to the selected user to process the communication requirement by the selected user.
The method of claim 1 wherein said communication request is initiated by said requesting user via a communication function in an instant messaging application.
The method of claim 10 wherein said instant messaging application is an enterprise instant messaging application.
A communication processing device, comprising:

Receiving unit, receiving a communication request of the requesting user;

Determining a unit, determining a communication requirement of the requesting user;

The selecting unit selects a user that matches the communication requirement to process the communication requirement by the selected user.
The device according to claim 12, wherein the determining unit is specifically configured to:

Obtaining material information, the user source of the material information being at least one of the requesting user and an associated user of the requesting user;

And determining, according to the material information, a communication requirement of the requesting user.
The apparatus according to claim 13, wherein said profile information comprises at least one of the following:

The physical condition, working status, travel plan, and geographical location information of the corresponding user.
The device according to claim 12, wherein the determining unit is specifically configured to:

Obtaining request information input by the requesting user;

Determining, according to the request information, a communication requirement of the requesting user.
The device according to claim 12, wherein the determining unit is specifically configured to:

Retrieving historical data, the historical data being related to at least one of the requesting user and the associated user of the requesting user;

Determining the current communication requirement of the requesting user according to the historical communication requirement recorded in the historical data.
The device according to claim 12, wherein the selecting unit is specifically configured to:

Among all the selectable users, select users whose demand resolution capability matches the communication requirements.
The device according to claim 12, wherein the selecting unit is specifically configured to:

Retrieving historical data, the historical data being related to at least one of the requesting user and the associated user of the requesting user;

The user is selected according to the history recorded in the historical data, and the user matching the communication requirement is selected.
The device of claim 18, wherein

The selected user selects the user for the history;

Alternatively, when the history selection user cannot be selected, the selected user selects the proxy user of the user for the history.
The apparatus according to claim 12, further comprising: an establishing unit or a notifying unit; wherein:

The establishing unit is configured to establish a communication event between the requesting user and the selected user;

The notification unit is configured to notify the selected user of the information of the requesting user and the information of the communication requirement, so that the selected user processes the communication requirement.
The apparatus of claim 12 wherein said communication request is initiated by said requesting user via a communication function in an instant messaging application.
The device according to claim 21, wherein said instant messaging application is an enterprise instant messaging application.