WO2019047568A1 - 用户呼叫处理方法、装置、计算机设备和存储介质 - Google Patents

用户呼叫处理方法、装置、计算机设备和存储介质 Download PDF

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Publication number
WO2019047568A1
WO2019047568A1 PCT/CN2018/088633 CN2018088633W WO2019047568A1 WO 2019047568 A1 WO2019047568 A1 WO 2019047568A1 CN 2018088633 W CN2018088633 W CN 2018088633W WO 2019047568 A1 WO2019047568 A1 WO 2019047568A1
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WO
WIPO (PCT)
Prior art keywords
terminal
call
prompt information
terminal identifier
network
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PCT/CN2018/088633
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English (en)
French (fr)
Inventor
胡浩
王桦
陈其林
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平安科技（深圳）有限公司
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Publication of WO2019047568A1 publication Critical patent/WO2019047568A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms

Definitions

  • the present application relates to a user call processing method, apparatus, computer device and storage medium.
  • the user Before and after the product is purchased, the user can call the customer service staff to ask the relevant questions by calling the customer service phone. If the number of consultations is large, the customer service personnel cannot connect to the user's phone in time, and the user can only wait in line. In the process of queuing, the user may wait for a long time and still have no queues, which may result in inconvenience to the user.
  • a user call processing method, apparatus, computer device, and storage medium are provided.
  • a user call processing method includes:
  • a user call processing device includes:
  • a communication module configured to receive a call request sent by the user terminal, where the call request carries a terminal identifier
  • a queuing module configured to add the terminal identifier to a call queue
  • the query module is configured to query the working status of the plurality of telephone customer service according to the call request, and obtain a network consulting link when the working status of the telephone customer service is busy, and generate prompt information of the network consultation by using the network consulting link;
  • the communication module is further configured to send the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends a consultation question to the network customer service according to the prompt information of the network consultation.
  • a computer device comprising a memory and one or more processors having stored therein computer readable instructions, the computer readable instructions being executable by the processor to cause the one or more processors to execute The following steps:
  • One or more non-transitory computer readable storage mediums storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of:
  • FIG. 1 is an application scenario diagram of a user call processing method according to one or more embodiments
  • FIG. 2 is a flow chart of a method of user call processing in accordance with one or more embodiments
  • FIG. 3 is a block diagram of a server in accordance with one or more embodiments.
  • FIG. 4 is a block diagram of a user call processing device in accordance with one or more embodiments.
  • the application provides a user call processing method, which can be applied to an application environment as shown in FIG. 1.
  • the user terminal 102 is connected to the server 104 via a network.
  • the server 104 is connected to the telephone agent terminal 106 via a network and to the network agent terminal 108.
  • the user can call the customer service phone through the user terminal 102 to initiate a call request.
  • Server 104 receives the call request.
  • the server 104 extracts the terminal identifier carried in the call request, and adds the terminal identifier to the call queue.
  • the server 104 generates a call task according to the call request, and queries the working status of the telephone customer service.
  • the call task is sent to the corresponding telephone customer service terminal 106. If all the working conditions of the telephone customer service are busy, the server 104 obtains a network consultation link, and uses the network consultation link to generate prompt information of the network consultation, and sends the prompt information to the user terminal 102 in the queue. The user clicks on the network consultation link through the user terminal 102 to send a consultation question to the server 104. The server 104 generates a consulting task using the consulting question and assigns the consulting task to the corresponding web client terminal 108. This ensures that the user can continue the problem consultation in a timely manner, providing convenience for the user.
  • a user call processing method is provided.
  • the method is applied to the server 104 in FIG. 1 as an example, and specifically includes the following steps:
  • Step 202 Receive a call request sent by a user terminal, where the call request carries a terminal identifier.
  • Step 204 adding a terminal identifier to the call queue.
  • Step 206 Query the working status of the plurality of telephone customer service according to the call request.
  • the working status of the telephone customer service is busy, obtain a network consultation link, and generate a network consultation prompt message by using the network consultation link.
  • Step 208 Send the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends a consultation question to the network customer service according to the prompt information of the network consultation.
  • Terminals include mobile phones and tablets.
  • the terminal has a call function, and the terminal can also install an application to interact with the server through the application.
  • the user can call the customer service phone through the user terminal to initiate a call request.
  • the server receives the call request.
  • the server extracts the terminal identifier carried in the call request, and adds the terminal identifier to the call queue.
  • the server generates a call task according to the call request, and queries the working status of the telephone customer service. If all the working conditions of the telephone customer service are busy, the server cannot temporarily allocate the call task to the telephone customer service. At this point, the user terminal needs to wait in line.
  • the server obtains the current top-ranked terminal identifier in the call queue according to the principle of first-in-first-out, and assigns the call task corresponding to the identifier to the working state. Free phone customer service. The user terminal corresponding to other terminal identifiers in the call queue needs to continue to wait.
  • the server queries that the working status of the telephone customer service is busy, it indicates that the call tasks corresponding to the terminal identifiers in the call queue are currently unavailable, and the corresponding multiple user terminals can only wait in line.
  • each user and the telephone customer service call takes a certain amount of time, if there are more queues, one or more users who are ranked later will wait longer. If the user's problems are more or more complicated, and there will be more communication time with the telephone customer service, the queue waiting time will be prolonged, and the users in the queue cannot be consulted in time.
  • the server will obtain a network consultation link, generate a network consultation prompt message by using the network consultation link, and send the prompt information to the user terminal in the queue.
  • the prompt information of the network consultation may be text information, voice information, text information and voice information.
  • the server may first send voice information to the user terminal in the queue so that the user hears a prompt about the network consultation.
  • the server sends corresponding text information to the user terminal, and the text information carries a network consultation link. The user clicks on the network consultation link and enters the consultation page through the pre-installed application to send a consultation question to the server.
  • the server uses the consulting problem to generate a consulting task and assigns the consulting task to the corresponding network customer service.
  • the server establishes a connection between the user terminal and the network customer service terminal, and the user terminal and the network customer service terminal can directly send text, voice or video to consult and reply to the problem.
  • the server can also query the working status of the network customer service. If the network customer service whose working status is idle is queried, the consulting task is preferentially assigned to the network customer service whose working status is idle. This ensures that the user's consulting questions can be answered in a timely and effective manner.
  • the task quantity of all the network customer service is obtained, and the task quantity is sorted according to the amount of the task, and the consulting task is assigned to the network customer service with the least amount of tasks. In this way, the user's consulting questions can be answered as soon as possible.
  • the terminal identifier carried in the call request is added to the call queue. If the working status of all telephone customer service is busy, the call request cannot be connected at present and needs to be queued.
  • the network consultation link is used to generate the prompt information of the network consultation, and the prompt information is sent to the user terminal corresponding to the terminal identifier in the call queue, so that the user in the queue can learn the way of the network consultation in time, and the user terminal will The consultation question is sent to the online customer service, thus ensuring that the user can continue the problem consultation in time and provide convenience for the user.
  • the first application is installed on the user terminal.
  • the second application is installed in the web service terminal.
  • the first application can be different from the second application.
  • Plug-ins are also installed on the user terminal and the network customer service terminal, and the plug-ins can be the same.
  • the client sends a consultation request to the server by using the first application of the terminal
  • the server uses the consultation request to generate a consultation task, and sends the consultation task to the corresponding network customer service terminal.
  • the server establishes a connection between the user terminal and the network customer service terminal, and the network customer service terminal invokes the plug-in by using the second application program, and returns the content corresponding to the consulting task to the user terminal through the second application of the plug-in.
  • the user invokes the plug-in by using the first application, and uses the plug-in to receive the content returned by the network customer service terminal, and displays the content through the first application. This makes it easy for users to consult questions in time through online customer service.
  • steps in the flowchart of FIG. 2 are sequentially displayed as indicated by the arrows, these steps are not necessarily performed in the order indicated by the arrows. Except as explicitly stated herein, the execution of these steps is not strictly limited, and the steps may be performed in other orders. Moreover, at least some of the steps in FIG. 2 may include a plurality of sub-steps or stages, which are not necessarily performed at the same time, but may be executed at different times, the execution of these sub-steps or stages The order is also not necessarily sequential, but may be performed alternately or alternately with other steps or at least a portion of the sub-steps or stages of the other steps.
  • the method further includes: querying, according to the preset frequency, a sorting number of the terminal identifier in the call queue; generating queuing prompt information according to the sorting number, and sending the queuing prompt information to the The user terminal corresponding to the terminal identifier.
  • a corresponding sort number is generated.
  • the call queue can adjust the sorting number of the terminal identifier according to the principle of first in, first out.
  • the server obtains the most-ordered terminal identifier in the call queue, and assigns the call task corresponding to the terminal identifier to the telephone customer service whose current working status is idle.
  • the terminal identifier is removed from the call queue, and the sequence numbers of other terminal identifiers are sequentially decreased.
  • the server can query the current sort number of the terminal identifier in the call queue according to the preset frequency. For example, the preset frequency is once per minute. Because the call time of different users and the telephone customer service is different, when the server queries the terminal ID in the call queue, the same terminal identifier may be the same or the same as the previous sort number.
  • the server may generate the corresponding queue prompt information in sequence according to the sort number corresponding to the queried terminal identifier.
  • the queuing reminder information can be voice information or text information.
  • the queue prompt information may be voice information.
  • the server sends multiple queuing prompt information corresponding to the terminal identifier to multiple user terminals.
  • the method further includes: querying, according to a preset frequency, a total number of terminal identifiers in the call queue and a sequence number of the terminal identifier in the call queue; The sorting number generates queuing prompt information corresponding to the terminal identifier; and the plurality of queuing prompt information are respectively sent to the plurality of user terminals corresponding to the terminal identifier.
  • the server can also query the total number of terminal identifiers in the call queue according to the preset frequency.
  • the server generates queuing prompt information by using the total number of terminal identifiers and the sorting number of the terminal identifier.
  • the server sends multiple queuing prompt information corresponding to the terminal identifier to multiple user terminals. This makes it easy for the user to understand the queue status as well as the overall queue status.
  • the server may further send the prompt information of the network consultation to the user terminal. Therefore, after understanding the current queuing situation, the user can timely consult the method using the network consultation method.
  • the method further includes: if the call of the user terminal and the telephone customer service is abnormally interrupted, when the call request sent by the user terminal is received again, the last call time is queried according to the terminal identifier corresponding to the user terminal; During the preset time period, the call time is queried according to the terminal identifier to query the call customer service of the last call; the call request is used to generate the call task, and the call task is sent to the call customer service of the last call; or if the call service of the last call is at the current time When the working status is busy, the prompt information of the network consultation is generated, and the prompt information of the network consultation is returned to the user terminal.
  • the server when the call between the user terminal and the telephone customer service is abnormally interrupted, if the problem of the user consultation is not effectively answered, the user will continue to call the customer service phone to initiate a call request.
  • the server receives the call request sent by the user terminal again, the server queries the last call time of the user terminal according to the terminal identifier carried in the call request, if the last call time is within a preset time period, for example, a preset time. Within 1 minute, it can be determined that the last call of the user terminal and the telephone customer service is abnormally interrupted. The server uses this call request to generate a call task.
  • the server queries the working status of the telephone customer service in the last call, and if the current customer service is idle in the current working state, the call task corresponding to the current request is assigned to the telephone customer service.
  • the user does not need to queue again, and can continue to talk directly to the call customer service of the last call, thereby ensuring continuity of service provided to the user.
  • the server sends the call task to the phone customer service. After ending the current call, the telephone customer service can call back to the user in time to ensure the continuity of the service.
  • the server may also obtain a network consultation link, generate a network consultation prompt message by using the network consultation link, and send the prompt information to the user terminal.
  • the prompt information of the network consultation may be text information, voice information, text information and voice information.
  • the server uses the consulting problem to generate a consulting task and assigns the consulting task to the corresponding network customer service. This ensures that the services provided to users are coherent.
  • the method further includes: acquiring activity information, where the activity information includes an activity address and an activity topic; querying an area corresponding to the activity address; acquiring a plurality of terminal identifiers in the area; and acquiring consulting questions corresponding to the plurality of terminal identifiers, The big data analysis is performed on the consulting problem corresponding to the plurality of terminal identifiers, and the plurality of target terminal identifiers that match the activity topic of the user in the area are obtained; and the activity information is sent to the user terminal corresponding to the plurality of target terminal identifiers.
  • the event organizer uploads event information to the server through the management terminal.
  • Event information includes event address, event theme, and event time.
  • the activity theme includes keywords for event information, such as claims or holds.
  • the server queries the area in which the activity is held based on the active address.
  • the area can be an administrative area such as a city.
  • the server acquires multiple terminal identifiers in the area.
  • the terminal identifier obtained by the server is a consultation record with the telephone customer service or the network customer service. Consultation questions can be included in the consultation record.
  • the server obtains consulting questions corresponding to multiple terminal identifiers, and performs big data analysis on multiple consulting questions. Specifically, the server can extract keywords for consulting questions for cluster analysis. Take an insurance company as an example.
  • the keywords for consulting questions can be health, loans, security, and claims.
  • Cluster analysis can use K-means clustering algorithm and so on. Through cluster analysis of the keywords of the consultation question, a plurality of terminal identifiers matching the internal consultation questions of the users in the region and the activity topics are obtained. Therefore, the target users interested in the event in the region can be selected, and the target users interested in the event can be selected as the event invitation objects.
  • the selected terminal identifier may also be referred to as a target terminal identifier.
  • the server sends the activity information to the user terminal corresponding to the multiple target terminal identifiers. Since the consultation question of the event invitation matches the event theme, the event information is pushed to the guest, which can effectively improve the success rate of the event invitation.
  • a computer device wherein the computer device can be a server.
  • the computer device includes a processor, a memory, and a network interface connected by a system bus.
  • the processor of the computer device is used to provide computing and control capabilities.
  • the memory of the computer device includes a non-volatile storage medium, an internal memory.
  • the non-volatile storage medium of the computer device stores an operating system and a computer program.
  • the internal memory of the computer device provides an environment for the operation of the operating system and computer programs in the non-volatile storage medium.
  • the non-volatile storage medium can be a non-transitory computer readable storage medium.
  • the network interface of the computer device is used for communicating with an external terminal through a network connection, for example, receiving a call request sent by the user terminal, and returning prompt information to the user terminal.
  • the computer program is executed by the processor to implement a user call processing method. It will be understood by those skilled in the art that the structure shown in FIG. 3 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation of the computer device to which the solution of the present application is applied.
  • the specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.
  • the present application further provides a user call processing apparatus.
  • the user call processing apparatus includes: a communication module 402, a queuing module 404, and a query module 406, where:
  • the communication module 402 is configured to receive a call request sent by the user terminal, where the call request carries the terminal identifier.
  • the queuing module 404 is configured to add the terminal identifier to the call queue.
  • the querying module 406 is configured to query the working status of the plurality of telephone customer service according to the call request. When the working status of the telephone customer service is busy, the network consulting link is obtained, and the network consulting link is used to generate the prompt information of the network consultation.
  • the communication module 402 is further configured to send the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends the consultation question to the network customer service according to the prompt information of the network consultation.
  • the query module 406 is further configured to query the order number of the terminal identifier in the call queue according to the preset frequency; generate the queue prompt information according to the sorting number; the communication module 402 is further configured to send the queue prompt information to the terminal identifier.
  • the query module 406 is further configured to query the order number of the terminal identifier in the call queue according to the preset frequency; generate the queue prompt information according to the sorting number; the communication module 402 is further configured to send the queue prompt information to the terminal identifier.
  • the querying module 406 is further configured to query, according to a preset frequency, a total number of terminal identifiers in the call queue and a sorting number of the terminal identifier in the call queue; and use the total number and the sorting number to generate queuing prompt information corresponding to the terminal identifier.
  • the communication module 402 is further configured to send the plurality of queuing prompt information to the plurality of user terminals respectively corresponding to the terminal identifier.
  • the query module 406 is further configured to: if the call between the user terminal and the telephone customer service is abnormally interrupted, when the call request sent by the user terminal is received again, the last call time is queried according to the terminal identifier corresponding to the user terminal; The call time is in the preset time period, the phone call of the last call is queried according to the terminal identifier, and the call task is used to generate the call task; the communication module 402 is further configured to send the call task to the call customer service of the last call; or the query module 406 The communication module 402 is further configured to return the prompt information of the network consultation to the user terminal, if the call customer service of the last call is busy when the current working state is busy.
  • the query module is further configured to obtain activity information, where the activity information includes an activity address and an activity theme; query an area corresponding to the activity address; acquire a plurality of terminal identifiers in the area; and the device further includes: a big data analysis module, It is used to obtain consulting questions corresponding to multiple terminal identifiers, perform big data analysis on consulting questions corresponding to multiple terminal identifiers, and obtain multiple target terminal identifiers in which the user consultation questions in the area match the activity theme; the communication module is also used to The activity information is sent to the user terminal corresponding to the plurality of target terminal identifiers.
  • Each of the above-described user call processing devices may be implemented in whole or in part by software, hardware, and combinations thereof.
  • Each of the above modules may be embedded in or independent of the processor in the computer device, or may be stored in a memory in the computer device in a software form, so that the processor invokes the operations corresponding to the above modules.
  • a memory and one or more processors having stored therein computer readable instructions that, when executed by a processor, cause one or more processors to perform the various methods described above The steps in the examples.
  • non-volatile storage media having computer readable instructions that, when executed by one or more processors, cause one or more processors to perform each of The steps in the method embodiments.
  • the storage medium may be a magnetic disk, an optical disk, a read-only memory (ROM), or the like.

Abstract

一种用户呼叫处理方法，包括：接收用户终端发送的呼叫请求，呼叫请求中携带了终端标识；将终端标识添加至呼叫队列；根据呼叫请求查询多个电话客服的工作状态，若电话客服的工作状态均为忙，则获取网络咨询链接，利用网络咨询链接生成网络咨询的提示信息；将网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得用户终端根据网络咨询的提示信息向网络客服发送咨询问题。

Description

用户呼叫处理方法、装置、计算机设备和存储介质
本申请要求于2017年9月11日提交中国专利局，申请号为2017108131512，申请名称为“用户呼叫处理方法、装置、计算机设备和存储介质”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及一种用户呼叫处理方法、装置、计算机设备和存储介质。
背景技术
在产品购买之前以及之后，用户可以通过拨打客服电话向客服人员咨询相关的问题。如果咨询人数较多时，客服人员无法及时接通用户的电话，用户只能排队等待。在排队的过程中，用户可能会等很久依然没有排队，导致用户无法及时进行问题咨询，给用户带来不便。
发明内容
根据本申请公开的各种实施例，提供一种用户呼叫处理方法、装置、计算机设备和存储介质。
一种用户呼叫处理方法，包括：
接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
将所述终端标识添加至呼叫队列；
根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
一种用户呼叫处理装置，包括：
通信模块，用于接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
排队模块，用于将所述终端标识添加至呼叫队列；
查询模块，用于根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
所述通信模块还用于将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
一种计算机设备，包括存储器和一个或多个处理器，所述存储器中储存有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述一个或多个处理器执行以下步骤：
接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
将所述终端标识添加至呼叫队列；
根据所述呼叫请求查询多个电话客服的工作状态，若电话客服的工作状态均为忙，则获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
一个或多个存储有计算机可读指令的非易失性计算机可读存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
将所述终端标识添加至呼叫队列；
根据所述呼叫请求查询多个电话客服的工作状态，若电话客服的工作状 态均为忙，则获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
本申请的一个或多个实施例的细节在下面的附图和描述中提出。本申请的其它特征和优点将从说明书、附图以及权利要求书变得明显。
附图说明
为了更清楚地说明本申请实施例中的技术方案，下面将对实施例中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其它的附图。
图1为根据一个或多个实施例中用户呼叫处理方法的应用场景图；
图2为根据一个或多个实施例中用户呼叫处理方法的流程图；
图3为根据一个或多个实施例中服务器的框图；
图4为根据一个或多个实施例中用户呼叫处理装置的框图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请提供用户呼叫处理方法，可以应用于如图1所示的应用环境中。用户终端102通过网络与服务器104连接。服务器104通过网络与电话坐席终端106连接以及与网络坐席终端108连接。当用户有问题需要向客服人员进行咨询时，用户可以通过用户终端102拨打客服电话，发起呼叫请求。服务器104接收该呼叫请求。服务器104提取该呼叫请求中携带的终端标识， 将终端标识添加至呼叫队列。服务器104根据该呼叫请求生成通话任务，并且查询电话客服的工作状态，若查询到工作状态为闲的电话客服，则将通话任务发送至对应的电话客服终端106。若所有电话客服的工作状态均为忙，服务器104会获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息，将该提示信息发送至排队中的用户终端102。用户通过用户终端102点击网络咨询链接，向服务器104发送咨询问题。服务器104利用咨询问题生成咨询任务，将咨询任务分配至相应的网络客服终端108。由此确保了用户能够及时地继续问题咨询，为用户提供了方便。
在一个实施例中，如图2所示，提供了一种用户呼叫处理方法，以该方法应用于图1中服务器104为例进行说明，具体包括以下步骤：
步骤202，接收用户终端发送的呼叫请求，呼叫请求中携带了终端标识。
步骤204，将终端标识添加至呼叫队列。
步骤206，根据呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用网络咨询链接生成网络咨询的提示信息。
步骤208，将网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得用户终端根据网络咨询的提示信息向网络客服发送咨询问题。
终端包括手机和平板电脑等。终端具有通话功能，而且终端还可以安装应用程序，通过应用程序与服务器进行交互。当用户有问题需要向客服人员进行咨询时，用户可以通过用户终端拨打客服电话，发起呼叫请求。服务器接收该呼叫请求。服务器提取该呼叫请求中携带的终端标识，将终端标识添加至呼叫队列。服务器根据该呼叫请求生成通话任务，并且查询电话客服的工作状态，若所有电话客服的工作状态均为忙，则服务器暂不能向电话客服分配该通话任务。此时，用户终端需排队等候。若某位电话客服的通话结束，其工作状态由忙转换为闲，则服务器按照先进先出的原则在呼叫队列中获取当前排序最前的终端标识，将该标识对应的通话任务分配给工作状态为闲的 电话客服。呼叫队列中的其他终端标识所对应的用户终端则需要继续等待。
如果当前发起呼叫请求的用户终端较多，则存入呼叫队列中的终端标识也会较多。如果服务器查询电话客服的工作状态均为忙，则表示呼叫队列中的终端标识所对应的通话任务当前均无法分配，相应的多个用户终端只能排队等待。
由于每个用户与电话客服的通话都需要一定时间，如果排队人数较多，那么排序靠后的一个或多个用户等待的时间就会较长。如果用户的问题较多或者较复杂，与电话客服沟通的时间会较多，那么会造成排队等待的时间延长，从而导致排队中的用户无法及时进行问题咨询。
为了方便用户及时进行问题咨询，在电话客服的工作状态均为忙时，服务器会获取网络咨询链接，利用网络咨询链接生成网络咨询的提示信息，将该提示信息发送至排队中的用户终端。网络咨询的提示信息可以是文字信息，也可以是语音信息，也可以是文字信息与语音信息。例如，服务器可以向排队中的用户终端先发送语音信息，使得用户听到关于网络咨询的提示。其次，服务器再向该用户终端发送相应的文字信息，文字信息中携带了网络咨询链接。用户点击网络咨询链接，通过预先安装的应用程序进入咨询页面，向服务器发送咨询问题。服务器利用咨询问题生成咨询任务，将咨询任务分配至相应的网络客服。服务器建立用户终端与网络客服终端之间的连接，用户终端与网络客服终端直接可以发送文字、语音或视频等进行问题咨询与回复。
进一步的，服务器在分配咨询任务时，还可以查询网络客服的工作状态。如果查询到工作状态为闲的网络客服，则将咨询任务优先分配至工作状态为闲的网络客服。由此确保用户的咨询问题能够得到及时有效的回复。
若查询到所有网络客服的工作状态均为忙，则获取所有网络客服的任务量，按照任务量多少进行排序，将咨询任务分配至任务量最少的网络客服。以此确保用户的咨询问题能够尽快得到回复。
本实施例中，当接收到用户终端发送的呼叫请求时，将呼叫请求中携带的终端标识添加至呼叫队列。如果所有电话客服的工作状态均为忙，则该呼 叫请求再当前无法接通，需排队等候。利用网络咨询链接生成网络咨询的提示信息，将该提示信息发送至呼叫队列中的终端标识所对应的用户终端，由此可以使得排队中的用户能够及时获悉到网络咨询的途径，通过用户终端将咨询问题发送给网络客服，从而确保了用户能够及时地继续问题咨询，为用户提供了方便。
进一步的，用户终端上安装了第一应用程序。网络客服终端安装了第二应用程序。第一应用程序与第二应用程序可以不同。用户终端和网络客服终端上还分别安装了插件，插件可以是相同的。当客户利用终端的第一应用程序向服务器发送咨询请求时，服务器利用该咨询请求生成咨询任务，将咨询任务发送至对应的网络客服终端。服务器建立用户终端与网络客服终端之间的连接，网络客服终端利用第二应用程序调用插件，通过该插件第二应用程序将与咨询任务对应的内容返回至用户终端。用户利用第一应用程序调用插件，利用该插件接收网络客服终端返回的内容，并通过第一应用程序进行展示。由此方便用户及时通过网络客服进行问题咨询。
应该理解的是，虽然图2的流程图中的各个步骤按照箭头的指示依次显示，但是这些步骤并不是必然按照箭头指示的顺序依次执行。除非本文中有明确的说明，这些步骤的执行并没有严格的顺序限制，这些步骤可以以其它的顺序执行。而且，图2中的至少一部分步骤可以包括多个子步骤或者多个阶段，这些子步骤或者阶段并不必然是在同一时刻执行完成，而是可以在不同的时刻执行，这些子步骤或者阶段的执行顺序也不必然是依次进行，而是可以与其它步骤或者其它步骤的子步骤或者阶段的至少一部分轮流或者交替地执行。
在一个实施例中，在将终端标识添加至呼叫队列的步骤之后，还包括：按照预设频率查询终端标识在呼叫队列中的排序号；根据排序号生成排队提示信息，将排队提示信息发送至终端标识对应的用户终端。
本实施例中，在用户终端的终端标识被添加至呼叫队列中之后，会生成相应的排序号。呼叫队列可以按照先进先出的原则，对终端标识的排序号进 行调整。当某个电话客服的工作状态由忙转换为闲时，服务器在呼叫队列中获取排序最前的终端标识，将该终端标识对应的通话任务分配至当前工作状态为闲的电话客服。该终端标识从呼叫队列中移除，其他终端标识的排序号依次减小。
服务器可以按照预设频率查询终端标识在呼叫队列中的当前排序号。例如，预设频率为每分钟一次。由于不同用户与电话客服的通话时间不同，因此服务器查询终端标识在呼叫队列中的排序号时，同一个终端标识在当前的排序号与上次的排序号有可能相同，也有可能不同。
为了方便用户了解自己的排队位置，服务器可以将查询到的终端标识对应的排序号依次生成对应的排队提示信息。排队提示信息可以是语音信息，也可以是文字信息。优选的，为了便于用户及时了解排队位置，排队提示信息可以是语音信息。服务器将多个排队提示信息分别对应终端标识发送至多个用户终端。
在其中一个实施例中，在将终端标识添加至呼叫队列的步骤之后，还包括：按照预设频率查询呼叫队列中终端标识的总数量以及终端标识在呼叫队列中的排序号；利用总数量以及排序号生成终端标识对应的排队提示信息；将多个排队提示信息分别对应终端标识发送至多个用户终端。
服务器还可以按照预设频率查询呼叫队列中终端标识的总数量。服务器利用终端标识的总数量以及终端标识的排序号生成排队提示信息。服务器将多个排队提示信息分别对应终端标识发送至多个用户终端。由此能够方便用户在了解自己排队位置的同时也可以了解整体的排队状况。
进一步的，服务器在向用户终端发送了排队提示信息之后，还可以向用户终端发送网络咨询的提示信息。由此方便用户在了解了当前的排队状况之后，能够及时采用网络咨询的方法进行问题咨询。
在一个实施例中，该方法还包括：若用户终端与电话客服的通话异常中断，当再次接收到用户终端发送的呼叫请求时，根据用户终端对应的终端标识查询上次通话时间；若上次通话时间在预设时间段内，则根据终端标识查 询上次通话的电话客服；利用呼叫请求生成通话任务，将通话任务发送至上次通话的电话客服；或者若上次通话的电话客服在当前的工作状态为忙时，生成网络咨询的提示信息，将网络咨询的提示信息返回至用户终端。
本实施例中，当用户终端与电话客服的通话异常中断时，用户咨询的问题如果未能被有效答复，用户还会继续拨打客服电话发起呼叫请求。当服务器再次接收到该用户终端发送的呼叫请求时，服务器根据该呼叫请求中携带的终端标识查询该用户终端上次通话时间，如果上次通话时间在预设时间段内，例如，预设时间为1分钟内，则可以确定用户终端与电话客服的上次通话异常中断。服务器利用本次呼叫请求生成通话任务。服务器查询上次通话中的电话客服的工作状态，若该电话客服在当前的工作状态为闲，则将本次请求对应的通话任务分配至该电话客服。用户无需再次排队，可以直接与上次通话的电话客服继续通话，由此确保为用户提供的服务具有连贯性。
如果上次通话中的电话客服在当前的工作状态为忙，则服务器将通话任务发送至电话客服。电话客服在结束当前的通话之后，能够及时向用户回拨电话，以确保服务的连贯性。
如果上次通话中的电话客服在当前的工作状态为忙，服务器也可以获取网络咨询链接，利用网络咨询链接生成网络咨询的提示信息，将该提示信息发送至用户终端。网络咨询的提示信息可以是文字信息，也可以是语音信息，也可以是文字信息与语音信息。用户点击网络咨询链接，通过预先安装的应用程序进入咨询页面，向服务器发送咨询问题。服务器利用咨询问题生成咨询任务，将咨询任务分配至相应的网络客服。由此确保为用户提供的服务具有连贯性。
在一个实施例中，该方法还包括：获取活动信息，活动信息包括活动地址和活动主题；查询活动地址对应的区域；获取区域内的多个终端标识；获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到区域内用户的咨询问题与活动主题相匹配的多个目标终端标识；将活动信息发送至多个目标终端标识对应的用户终端。
活动组织方通过管理终端向服务器上传活动信息。活动信息包括活动地址、活动主题和活动时间等。活动主题中包括了活动信息的关键字，例如，理赔或保全等。服务器根据活动地址查询举行活动的区域。区域可以是行政区域，如城市等。服务器获取该区域内的多个终端标识。
服务器所获取到的终端标识是具有与电话客服或网络客服的咨询记录。咨询记录中可以包括咨询问题。服务器获取多个终端标识对应的咨询问题，对多个咨询问题进行大数据分析。具体的，服务器可以提取咨询问题的关键字进行聚类分析。以保险公司为例，咨询问题的关键字可以是健康、贷款、保全以及理赔等。聚类分析可以采用K-means聚类算法等。通过对咨询问题的关键字进行聚类分析，得到该区域用户的内咨询问题与活动主题相匹配的多个终端标识。由此可以筛选出该区域内对本次活动感兴趣目标用户，可以将对本次活动感兴趣的目标用户作为活动邀请对象。筛选出的终端标识也可以称为目标终端标识。服务器将活动信息发送至多个目标终端标识对应的用户终端。由于活动邀请对象的咨询问题与活动主题相匹配，因此将活动信息推送给邀请对象，能够有效提高活动邀请的成功率。
在一个实施例中，提供了一种计算机设备，其中，该计算机设备可以是服务器。如图3所示，该计算机设备包括通过系统总线连接的处理器、存储器和网络接口。其中，该计算机设备的处理器用于提供计算和控制能力。该计算机设备的存储器包括非易失性存储介质、内存储器。该计算机设备的非易失性存储介质存储有操作系统和和计算机程序。该计算机设备的内存储器为非易失性存储介质中的操作系统和计算机程序的运行提供环境。非易失性存储介质可以是非易失性计算机可读存储介质。该计算机设备的网络接口用于与外部的终端通过网络连接通信，比如，接收用户终端发送的呼叫请求以及向用户终端返回提示信息等。该计算机程序被处理器执行时以实现一种用户呼叫处理方法。本领域技术人员可以理解，图3中示出的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的计算机设备的限定，具体的计算机设备可以包括比图中所示更多或更少的部 件，或者组合某些部件，或者具有不同的部件布置。
如图4所示，本申请还提供了一种用户呼叫处理装置，在一个实施例中，用户呼叫处理装置包括：通信模块402、排队模块404和查询模块406，其中：
通信模块402，用于接收用户终端发送的呼叫请求，呼叫请求中携带了终端标识。
排队模块404，用于将终端标识添加至呼叫队列。
查询模块406，用于根据呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用网络咨询链接生成网络咨询的提示信息。
通信模块402还用于将网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得用户终端根据网络咨询的提示信息向网络客服发送咨询问题。
在一个实施例中，查询模块406还用于按照预设频率查询终端标识在呼叫队列中的排序号；根据排序号生成排队提示信息；通信模块402还用于将排队提示信息发送至终端标识对应的用户终端。
在一个实施例中，查询模块406还用于按照预设频率查询呼叫队列中终端标识的总数量以及终端标识在呼叫队列中的排序号；利用总数量以及排序号生成终端标识对应的排队提示信息；通信模块402还用于将多个排队提示信息分别对应终端标识发送至多个用户终端。
在一个实施例中，查询模块406还用于若用户终端与电话客服的通话异常中断，当再次接收到用户终端发送的呼叫请求时，根据用户终端对应的终端标识查询上次通话时间；若上次通话时间在预设时间段内，则根据终端标识查询上次通话的电话客服，利用呼叫请求生成通话任务；通信模块402还用于将通话任务发送至上次通话的电话客服；或者查询模块406还用于若上次通话的电话客服在当前的工作状态为忙时，生成网络咨询的提示信息，通信模块402还用于将网络咨询的提示信息返回至用户终端。
在一个实施例中，查询模块还用于获取活动信息，活动信息包括活动地 址和活动主题；查询活动地址对应的区域；获取区域内的多个终端标识；该装置还包括：大数据分析模块，用于获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到区域内用户咨询问题与活动主题相匹配的多个目标终端标识；通信模块还用于将活动信息发送至多个目标终端标识对应的用户终端。
关于用户呼叫处理装置的具体限定可以参见上文中对于用户呼叫处理方法的限定，在此不再赘述。上述用户呼叫处理装置中的各个模块可全部或部分通过软件、硬件及其组合来实现。上述各模块可以硬件形式内嵌于或独立于计算机设备中的处理器中，也可以以软件形式存储于计算机设备中的存储器中，以便于处理器调用执行以上各个模块对应的操作。
在一个实施例中，提供了一种包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行上述各个方法实施例中的步骤。
在一个实施例中，提供了一个或多个存储有计算机可读指令的非易失性存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述各个方法实施例中的步骤。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程，是可以通过计算机程序来指令相关的硬件来完成，所述的计算机程序可存储于一非易失性计算机可读取存储介质中，该计算机程序在执行时，可包括如上述各方法的实施例的流程。其中，所述的存储介质可为磁碟、光盘、只读存储记忆体(Read-Only Memory，ROM)等。
以上所述实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。
以上所述实施例仅表达了本申请的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对发明专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本申请构思的前提下，还可以做出若干 变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种用户呼叫处理方法，包括：
    接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
    将所述终端标识添加至呼叫队列；
    根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
    将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
  2. 根据权利要求1所述的方法，其特征在于，在所述将所述终端标识添加至呼叫队列之后，还包括：
    按照预设频率查询所述终端标识在呼叫队列中的排序号；及
    根据所述排序号生成排队提示信息，将所述排队提示信息发送至所述终端标识对应的用户终端。
  3. 根据权利要求1所述的方法，其特征在于，在所述将所述终端标识添加至呼叫队列之后，还包括：
    按照预设频率查询呼叫队列中终端标识的总数量以及所述终端标识在呼叫队列中的排序号；
    利用所述总数量以及所述排序号生成终端标识对应的排队提示信息；及
    将多个排队提示信息分别对应终端标识发送至多个用户终端。
  4. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    当所述用户终端与电话客服的通话异常中断，再次接收到所述用户终端发送的呼叫请求时，根据所述用户终端对应的终端标识查询上次通话时间；
    当上次通话时间在预设时间段内时，根据所述终端标识查询上次通话的电话客服；
    利用所述呼叫请求生成通话任务，将所述通话任务发送至上次通话的电话客服。
  5. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    当所述用户终端与电话客服的通话异常中断，再次接收到所述用户终端发送的呼叫请求时，根据所述用户终端对应的终端标识查询上次通话时间；
    当上次通话时间在预设时间段内时，根据所述终端标识查询上次通话的电话客服；
    当所述上次通话的电话客服在当前的工作状态为忙时，生成网络咨询的提示信息，将所述网络咨询的提示信息返回至用户终端。
  6. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    获取活动信息，所述活动信息包括活动地址和活动主题；
    查询所述活动地址对应的区域；获取所述区域内的多个终端标识；及
    获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到所述区域内用户咨询问题与所述活动主题相匹配的多个目标终端标识；
    将所述活动信息发送至多个目标终端标识对应的用户终端。
  7. 一种用户呼叫处理装置，包括：
    通信模块，用于接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
    排队模块，用于将所述终端标识添加至呼叫队列；
    查询模块，用于根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
    所述通信模块还用于将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
  8. 根据权利要求6所述的装置，其特征在于，所述查询模块还用于按照 预设频率查询所述终端标识在呼叫队列中的排序号；根据所述排序号生成排队提示信息；及所述通信模块还用于将所述排队提示信息发送至所述终端标识对应的用户终端。
  9. 根据权利要求6所述的装置，其特征在于，所述查询模块还用于按照预设频率查询呼叫队列中终端标识的总数量以及所述终端标识在呼叫队列中的排序号；利用所述总数量以及所述排序号生成终端标识对应的排队提示信息；及所述通信模块还用于将多个排队提示信息分别对应终端标识发送至多个用户终端。
  10. 根据权利要求6所述的装置，其特征在于，所述查询模块还用于获取活动信息，所述活动信息包括活动地址和活动主题；查询所述活动地址对应的区域；获取所述区域内的多个终端标识；所述装置还包括：
    大数据分析模块，用于获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到所述区域内用户咨询问题与所述活动主题相匹配的多个目标终端标识；及
    所述通信模块还用于将所述活动信息发送至多个目标终端标识对应的用户终端。
  11. 一种计算机设备，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，所述计算机可读指令被处理器执行时，使得一个或多个处理器执行以下步骤：
    接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
    将所述终端标识添加至呼叫队列；
    根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
    将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
  12. 根据权利要求11所述的计算机设备，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    按照预设频率查询所述终端标识在呼叫队列中的排序号；及
    根据所述排序号生成排队提示信息，将所述排队提示信息发送至所述终端标识对应的用户终端。
  13. 根据权利要求11所述的计算机设备，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    按照预设频率查询呼叫队列中终端标识的总数量以及所述终端标识在呼叫队列中的排序号；
    利用所述总数量以及所述排序号生成终端标识对应的排队提示信息；及
    将多个排队提示信息分别对应终端标识发送至多个用户终端。
  14. 根据权利要求11所述的计算机设备，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    当所述用户终端与电话客服的通话异常中断，再次接收到所述用户终端发送的呼叫请求时，根据所述用户终端对应的终端标识查询上次通话时间；
    当上次通话时间在预设时间段内时，根据所述终端标识查询上次通话的电话客服；
    利用所述呼叫请求生成通话任务，将所述通话任务发送至上次通话的电话客服。
  15. 根据权利要求11所述的计算机设备，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    当所述用户终端与电话客服的通话异常中断，再次接收到所述用户终端发送的呼叫请求时，根据所述用户终端对应的终端标识查询上次通话时间；
    当上次通话时间在预设时间段内时，根据所述终端标识查询上次通话的电话客服；
    当所述上次通话的电话客服在当前的工作状态为忙时，生成网络咨询的提示信息，将所述网络咨询的提示信息返回至用户终端。
  16. 根据权利要求11所述的计算机设备，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    获取活动信息，所述活动信息包括活动地址和活动主题；
    查询所述活动地址对应的区域；获取所述区域内的多个终端标识；及
    获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到所述区域内用户咨询问题与所述活动主题相匹配的多个目标终端标识；
    将所述活动信息发送至多个目标终端标识对应的用户终端。
  17. 一个或多个存储有计算机可读指令的非易失性存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
    接收用户终端发送的呼叫请求，所述呼叫请求中携带了终端标识；
    将所述终端标识添加至呼叫队列；
    根据所述呼叫请求查询多个电话客服的工作状态，当电话客服的工作状态均为忙时，获取网络咨询链接，利用所述网络咨询链接生成网络咨询的提示信息；及
    将所述网络咨询的提示信息发送至呼叫队列中的终端标识所对应的用户终端，以使得所述用户终端根据所述网络咨询的提示信息向网络客服发送咨询问题。
  18. 根据权利要求17所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    按照预设频率查询所述终端标识在呼叫队列中的排序号；及
    根据所述排序号生成排队提示信息，将所述排队提示信息发送至所述终端标识对应的用户终端。
  19. 根据权利要求17所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    按照预设频率查询呼叫队列中终端标识的总数量以及所述终端标识在呼叫队列中的排序号；
    利用所述总数量以及所述排序号生成终端标识对应的排队提示信息；及
    将多个排队提示信息分别对应终端标识发送至多个用户终端。
  20. 根据权利要求17所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    获取活动信息，所述活动信息包括活动地址和活动主题；
    查询所述活动地址对应的区域；获取所述区域内的多个终端标识；及
    获取多个终端标识对应的咨询问题，对多个终端标识对应的咨询问题进行大数据分析，得到所述区域内用户咨询问题与所述活动主题相匹配的多个目标终端标识；
    将所述活动信息发送至多个目标终端标识对应的用户终端。
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