WO2019041825A1

WO2019041825A1 - Method, apparatus and device for providing service by agent, and computer-readable storage medium

Info

Publication number: WO2019041825A1
Application number: PCT/CN2018/083148
Authority: WO
Inventors: 史大毛
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-08-30
Filing date: 2018-04-16
Publication date: 2019-03-07
Also published as: CN107800899A

Abstract

Provided are a method, apparatus and device for providing a service by an agent, and a computer-readable storage medium. The method comprises: acquiring a demand of a customer, wherein the demand comprises identification information about the customer; acquiring a service request of the customer, wherein the service request is used for requesting a service of an agent; determining, according to the identification information about the customer, whether there is a first agent that has provided a service for the customer; if so, determining whether the first agent is online; if the first agent is online, transiting the customer to the first agent so as to enable the first agent to provide a service for the customer; and if the first agent is not online, deploying a second agent corresponding to the demand of the customer so as to enable the second agent to provide a service for the customer.

Description

Method, device, device and computer readable storage medium for providing service

This application claims the priority of the Chinese Patent Application filed on August 30, 2017, the Chinese Patent Office, Application No. 201710762590.5, entitled "Method, Apparatus, Apparatus, and Computer Readable Storage Medium Providing Service for the Seat", all of which The content is incorporated herein by reference.

Technical field

The present application relates to the field of information processing technologies, and in particular, to a method, an apparatus, a device, and a computer readable storage medium for providing services by an agent.

Background technique

For a business, when a customer requests an agent service, a free agent associated with the customer's needs is generally selected to serve the customer. However, when a customer requests the agent service multiple times for the same business, if different agent services are assigned multiple times, the lack of understanding of the customer's follow-up situation will result in poor customer experience.

Summary of the invention

The embodiments of the present application provide a method, an apparatus, a device, and a computer readable storage medium for providing services by an agent, which can improve the efficiency of the service client and improve the customer experience.

In a first aspect, an embodiment of the present application provides a method for an agent to provide a service, the method comprising:

Obtaining the customer's needs, including the customer's identification information;

Obtaining a service request of the client, the service request being used to request a service of the agent;

Determining whether a first agent has provided services to the customer according to the identification information of the customer;

If yes, determining whether the first agent is online;

If the first agent is online, transferring the first agent to the client to allow the first agent to provide services for the client;

If the first agent is not online, a second agent corresponding to the customer's needs is deployed to enable the second agent to serve the customer.

In a second aspect, an embodiment of the present application provides an apparatus for providing an agent, the apparatus comprising:

a demand acquisition unit, configured to acquire a customer's requirement, where the requirement includes the customer's identification information;

a request obtaining unit, configured to obtain a service request of the client, where the service request is used to request a service of the agent;

a service judging unit, configured to judge, according to the identification information of the customer, whether the first agent has provided the service to the customer;

An online determining unit, configured to determine whether the first agent is online if a first agent provides a service to the client;

a switching unit, configured to: if the first agent is online, transfer the first agent to the customer to enable the first agent to provide services for the client;

And a provisioning unit, configured to: if the first agent is not online, deploy a second agent corresponding to the customer's needs to allow the second agent to provide services for the customer.

In a third aspect, the embodiment of the present application further provides a device for providing services by an agent, where the device includes a memory, and a processor connected to the memory;

The memory is configured to store program data that implements an agent providing service;

The processor is configured to execute program data stored in the memory to perform the method as described in the first aspect above.

In a fourth aspect, an embodiment of the present application provides a computer readable storage medium, where the one or more program data is stored, and the one or more program data may be processed by one or more processes. The apparatus is executed to implement the method described in the first aspect above.

In the embodiment of the present application, when the customer needs the agent service, if the first agent serving the customer is online, the first agent provides the service for the customer, the same agent provides the service for the customer, improves the efficiency of the service customer, and improves the customer experience. If the first agent serving the customer is not online, the second agent corresponding to the customer's needs is deployed, making full use of the resources of the agent.

DRAWINGS

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings used in the description of the embodiments will be briefly described below. It is obvious that the drawings in the following description are some embodiments of the present application. For the ordinary technicians, other drawings can be obtained based on these drawings without paying creative labor.

1 is a schematic flowchart of a method for providing an agent service according to an embodiment of the present application;

2 is a schematic diagram of a sub-flow of a method for providing an agent service according to an embodiment of the present application;

3 is a schematic diagram of another sub-flow of a method for providing an agent service according to an embodiment of the present application;

4 is a schematic diagram of another sub-flow of a method for providing an agent service according to an embodiment of the present application;

FIG. 5 is a schematic flowchart of a method for providing an agent service according to another embodiment of the present application; FIG.

FIG. 6 is a schematic block diagram of an apparatus for providing an agent service according to an embodiment of the present application; FIG.

FIG. 7 is a schematic block diagram of a requirement acquisition unit provided by an embodiment of the present application;

FIG. 8 is a schematic block diagram of a service determining unit according to an embodiment of the present application; FIG.

9 is a schematic block diagram of a provisioning unit provided by an embodiment of the present application;

FIG. 10 is a schematic block diagram of an apparatus for providing an agent service according to another embodiment of the present application; FIG.

FIG. 11 is a schematic block diagram of an apparatus for providing an agent service according to an embodiment of the present application.

Detailed ways

The technical solutions in the embodiments of the present application are clearly and completely described in the following with reference to the drawings in the embodiments of the present application. It is obvious that the described embodiments are a part of the embodiments of the present application, and not all of the embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

The use of the terms "comprising", "comprising", "","," The presence or addition of a plurality of other features, integers, steps, operations, elements, components, and/or collections thereof. It is also to be understood that the term "and/or" used in the specification and the appended claims are intended to mean any combination and all possible combinations of one or more of the associated listed items. It should also be understood that although the terms first, second, etc. may be used herein to describe various elements, these elements should not be limited to these terms. These terms are only used to distinguish these elements from each other. For example, the first agent may be referred to as a second agent without departing from the scope of the present application, and similarly, the second agent may be referred to as a first agent. Both the first seat and the second seat are seats, but they are not the same seat.

FIG. 1 is a schematic flowchart diagram of a method for providing an agent service according to an embodiment of the present application. The method includes S101 to S108.

S101. Acquire a customer's demand, where the requirement includes the customer's identification information. The identification information may be one or more of a phone number/ID number/a license plate number and the like. Specifically, as shown in FIG. 2, S101 includes S201-S202. S201: Obtain a channel used by a client to request a service. Among them, the channel includes service website, APP, WeChat public number and IVR incoming line (Interactive Voice Response). S202, according to the channel to obtain the customer's needs. Specifically, if the channel is the service website/APP/WeChat public number, obtain the operation status of the customer on each step of the service website/APP/WeChat public number, such as the opened webpage, the content browsed on the webpage (such as the title including the browsing content) And keywords, etc.), as well as input related information, etc., analyze and obtain the customer's needs according to the customer's operation. If the channel is an IVR incoming line, obtain the customer's voice prompts, and obtain the customer's needs by identifying the customer's voice; if the customer directly requests the manual service, ask the customer and obtain the customer's demand. The customer's needs can be specifically for auto insurance demand and insurance demand.

S102. Acquire a service request of a client, where the service request is used to request a service of the agent.

S103. Determine, according to the identification information of the customer, whether the first agent has provided the service for the customer. If the first agent has provided the service to the customer, executing S104; if the first agent has not provided the service to the customer, executing S107. Specifically, as shown in FIG. 3, S103 includes S301-S302. S301. Search for, according to the identification information of the customer, whether there is a service record of the customer from multiple channels. The customer's service information of multiple channels is stored in the database, and according to the customer's identification information, such as the ID number, the database is found to have a service record of the customer. S302. If there is a service record of the customer, it is determined that the first agent provides the service to the customer and obtains the first agent information with the customer service. If the customer has multiple service records, the agent information of the plurality of service records is obtained, and if the plurality of service records correspond to the same agent information, the agent information is obtained and the agent is used as the first agent; The service record corresponds to a plurality of agent information, and then one agent information is selected from the plurality of agent information according to a preset rule and the selected agent is used as the first agent. The preset rule includes selecting the first seat information for the customer from the plurality of agent information, or selecting the agent information that has been recorded with the customer from the plurality of agent information, or selecting from the plurality of agent information. The service agent information of the same channel as the channel used by the current customer, or the agent information of the last time serving the customer from the plurality of agent information. The agent information may also be a comprehensive selection result of the plurality of rules.

S104. Determine whether the first agent is online. For example, whether the first agent is online according to the online situation recorded by the system may be determined according to the service time of the first agent. If the first agent is online, S105 is performed; if the first agent is not online, S107 is performed.

S105. Transfer the first agent to the customer to let the first agent serve the customer. That is, if the first agent who has served the customer is online, the first agent is transferred to the customer to let the first agent serve the customer. The same agent follows the customer, the information of the customer is clearly understood, and the service can be provided to the customer more quickly and in a targeted manner, which improves the efficiency of the agent's service to the customer and enhances the customer experience.

S106. Send, according to a channel used by the client when requesting the service, identifier information of the first agent serving the customer to the customer, so that the client selects the first agent to provide the first agent according to the identification information when the next service request is requested. service. The identification information of the agent includes basic information of the agent and/or service time, wherein the basic information includes the name of the agent, the job number, the product in charge, the performance, etc., and the service time includes the commuting time of the agent and a short time. On duty, etc. If the agent has served the customer, the identification information of the agent sent may only include the service time. The manner in which the identification information of the agent who provides the service to the customer is sent is determined according to the channel in which the client requests the agent service. If the client requests the service through the APP, the identifier information indicating the agent is sent in the manner of the APP message push; if the client requests the service through the WeChat public number, the identifier information indicating the agent is sent on the WeChat public number; If the customer requests the service through the IVR incoming line, the identification information indicating the agent is sent by short message by obtaining the customer's telephone number.

S107, deploying a second agent corresponding to the customer's demand to enable the second agent to serve the customer. That is, if the first agent who has provided the service to the customer is not online, the second agent corresponding to the customer's needs is deployed. Specifically, as shown in FIG. 4, S106 includes S401-S402. S401. Acquire a sales degree of the customer according to the identification information of the customer. That is, the customer's service record is searched in the database according to the customer's identification information, and the customer's sales degree is obtained according to the service record. Among them, the customer's sales level includes understanding basic information, initial advice, already quoted, and already completed business. The customer's sales level can also be divided according to other ways to indicate the extent to which the customer is deeply involved in the business required. S402, deploying a second agent corresponding to the level of sales of the customer to enable the second agent to serve the customer. It can be understood that the agent is divided into different levels according to the time of the service and/or the experience of the service, and the idle second seat in the database is searched for the level corresponding to the sales degree of the customer, and the second agent is served for the customer. . If the customer is the first time to request the agent's service, the customer's sales level is less than the level of understanding the basic information, then the second agent assigned to the customer is a low-level agent. In this way, it is possible to provide targeted services for customers of different sales levels, such as allowing high-level agents to serve high-level customers, thus providing services to customers and making full use of the resources of the agents.

S108. Send, according to a channel used by the client when requesting the service, identifier information of the second agent that provides the service to the client, so that the client selects the required number according to the identifier information when the next service request is requested. The second seat serves it.

When the customer has a business requirement and needs to request the agent service, the method embodiment determines whether there is a first agent serving the customer according to the customer identification information. If the first agent serves the customer and the first agent is online, Transfer the first agent; if the first agent is not online, deploy a second agent corresponding to the customer's needs to provide services to the customer. When the customer needs the agent service, according to the historical situation of the agent's service for the customer and the online situation of the agent, try to let the same agent provide services to the customer, improve the efficiency of the service customer, and enhance the customer experience. When the first agent is not online, the second agent corresponding to the customer's needs is deployed to serve the customer, which not only ensures that the customer can get the service in time, but also can fully utilize the agent resources.

FIG. 5 is a schematic flowchart of a method for providing an agent service according to another embodiment of the present application. The method includes S501 to S513. The method differs from the method provided by the embodiment of Fig. 1 in that steps S509-S513 are added. For the steps S501-S508, refer to the descriptions of S101-S108 in the embodiment of FIG. 1, and details are not described herein again.

S509: Determine whether the customer's reminder information is received. The reminder information includes at least the identification information of the customer. After the second seat is deployed for the customer, the customer is unwilling to receive the service of the second agent. The customer is willing to wait for the first agent to go online and let the first agent continue to provide services for himself. If the customer receives the service of the second agent, but simply conducts some consultation with the second agent, the customer still wants to continue to provide the first agent to provide further services for himself. In the above case, it can be understood that the customer trusts the first agent more than the second agent. The customer sends a reminder message and actively seeks the service of the first agent. If the customer's reminder information is received, S510 is performed; if the customer's reminder information is not received, S512 is performed.

S510. Determine whether the first agent is online. If online, execute S511.

S511, transferring the first agent to allow the first agent to provide service to the customer according to the reminder information. If there are multiple reminding information, the first agent is transferred according to the preset rule to allow the first agent to provide the customer with the service according to the reminding information, for example, the first agent can be transferred one by one according to the time sequence of the reminding information. A seat serves the customer based on the reminder information.

S512. Determine whether the second agent has a transaction with the customer. If the first agent does not receive any reminder information from the customer after going online, it is judged whether the second agent who has provided the service to the customer and the customer have a transaction business during the period when the first agent is not online.

S513: If the second agent has no transaction with the customer, the first agent is reminded to let the first agent serve the customer. If the second agent does not have a transaction with the customer, it can be understood that the customer does not receive the second agent during the period when the first agent is not online, for example, the customer trusts the first agent and feels that the demand is not particularly urgent. Or the customer receives the service of the second agent, but the second agent does not have a transaction with the customer. In these cases, the first agent is alerted to allow the first agent to serve the customer. It can be understood that if the second agent does not have a transaction with the customer, the customer is returned to the first agent, so that the first agent can continue to provide services for the customer. When providing services to customers, on the one hand, let the same agent serve customers. The same agent has been following up the customer, knowing more about the customer's information, providing more targeted and faster service to the customer, improving the efficiency of the service customer and enhancing the user experience. On the other hand, allowing the same agent to follow up with customers can avoid problems in the performance distribution of agents.

FIG. 6 is a schematic block diagram of an apparatus for providing an agent service according to an embodiment of the present application. The device 60 includes a requirement acquisition unit 601, a request acquisition unit 602, a service determination unit 603, an online determination unit 604, a handover unit 605, a provisioning unit 606, and a transmission unit 607.

The requirement obtaining unit 601 is configured to acquire a customer's requirement, where the requirement includes the customer's identification information. The identification information may be one or more of a phone number/ID number/a license plate number and the like. Specifically, as shown in FIG. 7, the requirement acquisition unit includes a channel acquisition unit 701 and a customer requirement acquisition unit 702. The channel obtaining unit 701 is configured to acquire a channel used by the client when requesting the service. Among them, the channel includes service website, APP, WeChat public number and IVR incoming line (Interactive Voice Response). The customer demand acquisition unit 702 is configured to acquire the customer's needs according to the channel. Specifically, if the channel is the service website/APP/WeChat public number, obtain the operation status of the customer on each step of the service website/APP/WeChat public number, such as the opened webpage, the content browsed on the webpage (such as the title including the browsing content) And keywords, etc.), as well as input related information, etc., analyze and obtain the customer's needs according to the customer's operation. If the channel is an IVR incoming line, obtain the customer's voice prompts, and obtain the customer's needs by identifying the customer's voice; if the customer directly requests the manual service, ask the customer and obtain the customer's demand. The customer's needs can be specifically for auto insurance demand and insurance demand.

The request obtaining unit 602 is configured to acquire a service request of the client, and the service request is used to request a service of the agent.

The service determining unit 603 is configured to determine, according to the identification information of the customer, whether the first agent has provided the service for the customer. If there is no first agent to provide services for the customer, the second agent corresponding to the customer's needs is deployed to provide services to the customer. Specifically, as shown in FIG. 8, the service determination unit includes a search unit 801 and a determination acquisition unit 802. The searching unit 801 is configured to search, from the multiple channels, whether there is a service record of the customer according to the identification information of the customer. The customer's service information of multiple channels is stored in the database, and according to the customer's identification information, such as the ID number, the database is found to have a service record of the customer. The determination obtaining unit 802 is configured to determine, if there is a service record of the customer, that the first agent has served the customer and obtained the first agent information with the customer service. If the customer has multiple service records, the agent information of the plurality of service records is obtained, and if the plurality of service records correspond to the same agent information, the agent information is obtained and the agent is used as the first agent; The service record corresponds to a plurality of agent information, and then one agent information is selected from the plurality of agent information according to a preset rule and the selected agent is used as the first agent. The preset rule includes selecting the first seat information for the customer from the plurality of agent information, or selecting the agent information that has been recorded with the customer from the plurality of agent information, or selecting from the plurality of agent information. The service agent information of the same channel as the channel used by the current customer, or the agent information of the last time serving the customer from the plurality of agent information. The agent information may also be a comprehensive selection result of the plurality of rules.

The online determining unit 604 is configured to determine whether the first agent is online if the first agent provides a service for the client. For example, whether the first agent is online according to the online situation recorded by the system may be determined according to the service time of the first agent.

The switching unit 605 is configured to transfer the first agent to the customer if the first agent is online to enable the first agent to provide service for the customer. That is, if the first agent who has served the customer is online, the first agent is transferred to the customer to let the first agent serve the customer. The same agent follows the customer, the information of the customer is clearly understood, and the service can be provided to the customer more quickly and in a targeted manner, which improves the efficiency of the agent's service to the customer and enhances the customer experience.

The deployment unit 606 is configured to allocate a second agent corresponding to the customer's needs if the first agent is not online, so that the second agent provides services for the customer. That is, if the first seat that has provided the service to the customer is not online, the second agent corresponding to the customer's demand is deployed. Specifically, as shown in FIG. 9 , the deployment unit includes a sales degree acquisition unit 901 and an agent deployment unit 902 . The sales degree acquisition unit 901 is configured to acquire the sales degree of the customer according to the identification information of the customer. That is, the customer's service record is searched in the database according to the customer's identification information, and the customer's sales degree is obtained according to the service record. Among them, the customer's sales level includes understanding basic information, initial advice, already quoted, and already completed business. The customer's sales level can also be divided according to other ways to indicate the extent to which the customer is deeply involved in the business required. The agent deployment unit 902 is configured to allocate a second agent corresponding to the level of sales of the customer to enable the second agent to serve the customer. It can be understood that the agent is divided into different levels according to the time of the service and/or the experience of the service, and the idle second seat in the database is searched for the level corresponding to the sales degree of the customer, and the second agent is served for the customer. . If the customer is the first time to request the agent's service, the customer's sales level is less than the level of understanding the basic information, then the second agent assigned to the customer is a low-level agent. In this way, it is possible to provide targeted services for customers with different sales levels, such as allowing high-level agents to serve high-level customers, thus providing services to customers and making full use of the resources of the agents.

The sending unit 607 is configured to send, to the client, identification information of the first agent/second agent that provides the service to the client according to the channel used by the client to request the service, so that the client according to the identification information when the next service request is requested To choose the first agent / second seat to provide services. The identification information of the agent includes basic information of the agent and/or service time, wherein the basic information includes the name of the agent, the job number, the product in charge, the performance, etc., and the service time includes the commuting time of the agent and a short time. On duty, etc. If the agent has served the customer, the identification information of the agent sent may only include the service time. The manner in which the identification information of the agent who provides the service to the customer is sent is determined according to the channel in which the client requests the agent service. If the client requests the service through the APP, the identifier information indicating the agent is sent in the manner of the APP message push; if the client requests the service through the WeChat public number, the identifier information indicating the agent is sent on the WeChat public number; If the customer requests the service through the IVR incoming line, the identification information indicating the agent is sent by short message by obtaining the customer's telephone number.

In the above device embodiment, when the customer has a business requirement and needs to request the agent service, it is determined according to the customer identification information whether the first agent has provided the service for the customer, and if the first agent serves the customer and the first agent is online, Transfer the first agent; if the first agent is not online, deploy a second agent corresponding to the customer's needs to provide services to the customer. When the customer needs the agent service, according to the historical situation of the agent's service for the customer and the online situation of the agent, try to let the same agent provide services to the customer, improve the efficiency of the service customer, and enhance the customer experience. When the first agent is not online, the second agent related to the customer's needs is deployed to serve the customer, which not only ensures that the customer can get the service in time, but also can fully utilize the agent resources.

FIG. 10 is a schematic block diagram of an apparatus for providing an agent service according to another embodiment of the present application. The device 100 includes a requirement obtaining unit 101, a request obtaining unit 102, a service determining unit 103, an online determining unit 104, a switching unit 105, a provisioning unit 106, a sending unit 107, a reminding determining unit 108, a transaction determining unit 109, and a reminding unit 110. . The difference between this embodiment and the embodiment of FIG. 6 is that the reminder determining unit 108, the transaction determining unit 109, and the reminding unit 110 are added. The requirements acquisition unit 101, the request acquisition unit 102, the service determination unit 103, the online determination unit 104, the switching unit 105, the provisioning unit 106, and the sending unit 107 refer to the description of the corresponding units in the embodiment of FIG. 6.

The reminder determining unit 108 is configured to determine whether the reminder information of the customer is received. The reminder information includes at least the identification information of the customer. After the second seat is deployed for the customer, the customer is unwilling to receive the service of the second agent. The customer is willing to wait for the first agent to go online and let the first agent continue to provide services for himself. If the customer receives the service of the second agent, but simply conducts some consultation with the second agent, the customer still wants to continue to provide the first agent to provide further services for himself. In the above case, it can be understood that the customer trusts the first agent more than the second agent. The customer sends a reminder message and actively seeks the service of the first agent.

The online determining unit 104 is further configured to determine whether the first agent is online if receiving the reminder information of the client.

The switching unit 105 is further configured to: if the first agent is online, transfer the first agent to allow the first agent to provide service to the customer according to the reminder information. If there are multiple reminding information, the first agent is transferred according to the preset rule to allow the first agent to provide the customer with the service according to the reminding information, for example, the first agent can be transferred one by one according to the time sequence of the reminding information. A seat serves the customer based on the reminder information.

The transaction determining unit 109 is configured to determine, if the first agent does not receive the reminder information of the customer, whether the second agent has a transaction with the customer. If the first agent does not receive any reminder information from the customer after going online, it is judged whether the second agent who has provided the service to the customer and the customer have a transaction business during the period when the first agent is not online.

The reminding unit 110 is configured to remind the first agent to let the first agent serve the customer if the second agent does not trade with the customer. If the second agent does not have a transaction with the customer, it can be understood that the customer does not receive the second agent during the period when the first agent is not online, for example, the customer trusts the first agent and feels that the demand is not particularly urgent. Or the customer receives the service of the second agent, but the second agent does not have a transaction with the customer. In these cases, the first agent is alerted to allow the first agent to serve the customer. It can be understood that if the second agent does not have a transaction with the customer, the customer is returned to the first agent, so that the first agent can continue to provide services for the customer. When providing services to customers, on the one hand, let the same agent serve customers. The same agent has been following up the customer, knowing more about the customer's information, providing more targeted and faster service to the customer, improving the efficiency of the service customer and enhancing the user experience. On the other hand, allowing the same agent to follow up with customers can avoid problems in the performance distribution of agents.

The above apparatus may be implemented in the form of a computer program data which can be run on a device as shown in FIG.

FIG. 11 is a schematic block diagram of an apparatus for providing services by an agent according to an embodiment of the present disclosure. The device 110 includes an input device 111, an output device 112, a memory 113, and a processor 114. The input device 111, the output device 112, the memory 113, and the processor 114 are connected by a bus 115. among them:

The input device 111 is for providing a user input service request, inputting reminder information, and the like. In a specific implementation, the input device 111 of the embodiment of the present application may include a keyboard, a mouse, a photoelectric input device, a voice input device, a touch input device, and the like.

The output device 112 is for outputting reminder information and the like. In a specific implementation, the output device 112 of the embodiment of the present application may include a voice output device, a display, a display screen, a touch screen, and the like.

The memory 113 includes a nonvolatile storage medium and an internal memory. The non-volatile storage medium can store operating system and computer program data. When the program data is executed, the processor 114 can be caused to perform a method of providing services by an agent. The processor 114 is used to provide computing and control capabilities to support the operation of the entire device 110. The internal memory provides an environment for the execution of program data in a non-volatile storage medium that, when executed by the processor 112, causes the processor 112 to perform a method of providing services by an agent.

The processor 114 is operative to run program data stored in the memory 113 to perform any of the embodiments of the aforementioned agent providing service.

The application further provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to implement the aforementioned agent providing Any embodiment of a method of service.

The computer readable storage medium can be an internal storage unit of the device, such as a hard disk or memory of the device. The computer readable storage medium may also be an external storage device of the device, such as a plug-in hard disk equipped with the device, a smart memory card (SMC), a Secure Digital (SD) card, or the like. Further, the computer readable storage medium may also include both an internal storage unit of the device and an external storage device.

A person skilled in the art can clearly understand that for the convenience and brevity of the description, the specific working process of the device, the device and the unit described above can refer to the corresponding process in the foregoing method embodiment, and details are not described herein again. In the several embodiments provided by the present application, it should be understood that the disclosed apparatus, apparatus, and method may be implemented in other manners. For example, the device embodiments described above are merely illustrative. For example, the division of the unit is only a logical function division, and the actual implementation may have another division manner. The foregoing is only a specific embodiment of the present application, but the scope of protection of the present application is not limited thereto, and any equivalents can be easily conceived by those skilled in the art within the technical scope disclosed in the present application. Modifications or substitutions are intended to be included within the scope of the present application. Therefore, the scope of protection of this application should be determined by the scope of protection of the claims.

Claims

A method for providing services by an agent, characterized in that the method comprises:

Obtaining the customer's needs, including the customer's identification information;

Obtaining a service request of the client, the service request being used to request a service of the agent;

Determining whether a first agent has provided services to the customer according to the identification information of the customer;

If yes, determining whether the first agent is online;

If the first agent is online, transferring the first agent to the client to allow the first agent to provide services for the client;

If the first agent is not online, a second agent corresponding to the customer's needs is deployed to enable the second agent to serve the customer.
The method of claim 1, wherein after the second agent corresponding to the customer's needs is provisioned to allow the second agent to serve the customer, the method further comprises:

Determine whether the customer's reminder information is received;

If receiving the reminder information of the customer, determining whether the first agent is online;

If the first agent is online, transferring the first agent to allow the first agent to provide services to the client according to the reminder information;

If the customer's reminder information is not received, it is determined whether the second agent and the customer have a transaction business;

If the second agent has no transaction with the customer, the first agent is reminded to let the first agent provide services for the customer.
The method of claim 1 wherein said obtaining a customer's needs comprises:

Obtain the channels used by customers to request services;

According to the channel, the customer's needs are obtained.
The method of claim 1, wherein the provisioning a second agent corresponding to the customer's needs to enable the second agent to serve the customer comprises:

Obtaining the sales degree of the customer according to the identification information of the customer;

A second agent corresponding to the level of sales of the customer is deployed to allow the second agent to serve the customer.
The method of claim 1 wherein the method further comprises:

And sending, to the client, identification information of the first agent or the second agent serving the client according to a channel used by the client to request a service, so that the client according to the next service request Identify the information to select the desired agent.
A device for providing services by a seat, characterized in that the device comprises:

a demand acquisition unit, configured to acquire a customer's requirement, where the requirement includes the customer's identification information;

a request obtaining unit, configured to obtain a service request of the client, where the service request is used to request a service of the agent;

a service judging unit, configured to judge, according to the identification information of the customer, whether the first agent has provided the service to the customer;

An online determining unit, configured to determine whether the first agent is online if a first agent provides a service to the client;

a switching unit, configured to: if the first agent is online, transfer the first agent to the customer to enable the first agent to provide services for the client;

And a provisioning unit, configured to: if the first agent is not online, deploy a second agent corresponding to the customer's needs to allow the second agent to provide services for the customer.
The device of claim 6 wherein said device further comprises:

a reminder determining unit, configured to determine whether the reminder information of the customer is received;

The online determining unit is further configured to: if receiving the reminding information of the customer, determine whether the first agent is online;

The switching unit is further configured to: if the first agent is online, transfer the first agent to allow the first agent to provide services to the client according to the reminder information;

a transaction determining unit, configured to determine whether the second agent and the customer have a transaction business if the customer's reminder information is not received;

And a reminding unit, configured to: if the second agent has no transaction with the customer, remind the first agent to allow the first agent to provide services for the customer.
The device according to claim 6, wherein the demand acquisition unit comprises:

a channel acquisition unit for obtaining a channel used by a client to request a service;

A customer demand acquisition unit is configured to acquire a customer's demand according to the channel.
The apparatus according to claim 6, wherein the deployment unit comprises:

a sales degree obtaining unit, configured to acquire the sales degree of the customer according to the identification information of the customer;

The agent deployment unit is configured to allocate a second agent corresponding to the level of sales of the customer to enable the second agent to provide services for the customer.
The device of claim 6 wherein said device further comprises:

a sending unit, configured to send, according to a channel used by the client when requesting the service, identification information of the first agent or the second agent that provides the service to the client, so that the client is in the next service request The first agent or the second agent is selected to provide services according to the identification information.
An agent-providing device, characterized in that the device comprises a memory, and a processor connected to the memory;

The memory is configured to store program data that implements an agent providing service;

The processor is configured to run program data stored in the memory to perform the following steps:

Obtaining the customer's needs, including the customer's identification information;

Obtaining a service request of the client, the service request being used to request a service of the agent;

Determining whether a first agent has provided services to the customer according to the identification information of the customer;

If yes, determining whether the first agent is online;

If the first agent is online, transferring the first agent to the client to allow the first agent to provide services for the client;

If the first agent is not online, a second agent corresponding to the customer's needs is deployed to enable the second agent to serve the customer.
The device of claim 11 wherein said processor further performs the following steps:

Determine whether the customer's reminder information is received;

If receiving the reminder information of the customer, determining whether the first agent is online;

If the first agent is online, transferring the first agent to allow the first agent to provide services to the client according to the reminder information;

If the customer's reminder information is not received, it is determined whether the second agent and the customer have a transaction business;

If the second agent has no transaction with the customer, the first agent is reminded to let the first agent provide services for the customer.
The device according to claim 11, wherein the processor performs the following steps when performing the acquiring the client's requirement:

Obtain the channels used by customers to request services;

According to the channel, the customer's needs are obtained.
The device according to claim 11, wherein said processor is configured to perform said second agent corresponding to said customer's demand to enable said second agent to provide service to said client, Perform the following steps:

Obtaining the sales degree of the customer according to the identification information of the customer;

A second agent corresponding to the level of sales of the customer is deployed to allow the second agent to serve the customer.
The device of claim 11 wherein said processor further performs the following steps:

And sending, to the client, identification information of the first agent or the second agent serving the client according to a channel used by the client to request a service, so that the client according to the next service request Identify the information to select the desired agent.
A computer readable storage medium, characterized in that the computer readable storage medium stores one or more program data, the one or more program data being executable by one or more processors To achieve the following steps:

Obtaining the customer's needs, including the customer's identification information;

Obtaining a service request of the client, the service request being used to request a service of the agent;

Determining whether a first agent has provided services to the customer according to the identification information of the customer;

If yes, determining whether the first agent is online;

If the first agent is online, transferring the first agent to the client to allow the first agent to provide services for the client;

If the first agent is not online, a second agent corresponding to the customer's needs is deployed to enable the second agent to serve the customer.
The computer readable storage medium of claim 16 wherein said processor further implements the following steps:

Determine whether the customer's reminder information is received;

If receiving the reminder information of the customer, determining whether the first agent is online;

If the first agent is online, transferring the first agent to allow the first agent to provide services to the client according to the reminder information;

If the customer's reminder information is not received, it is determined whether the second agent and the customer have a transaction business;

If the second agent has no transaction with the customer, the first agent is reminded to let the first agent provide services for the customer.
The computer readable storage medium according to claim 16, wherein the processor specifically implements the following steps when performing the acquiring the client's requirement:

Obtain the channels used by customers to request services;

According to the channel, the customer's needs are obtained.
The computer readable storage medium of claim 16 wherein said processor performs said provisioning of a second agent corresponding to said customer's needs to cause said second agent to provide said customer When the service is implemented, the following steps are implemented:

Obtaining the sales degree of the customer according to the identification information of the customer;

A second agent corresponding to the level of sales of the customer is deployed to allow the second agent to serve the customer.
The computer readable storage medium of claim 16 wherein said processor further implements the following steps:

And sending, to the client, identification information of the first agent or the second agent serving the client according to a channel used by the client to request a service, so that the client according to the next service request Identify the information to select the desired agent.