WO2019056745A1

WO2019056745A1 - Service combining method and apparatus, device, and computer readable storage medium

Info

Publication number: WO2019056745A1
Application number: PCT/CN2018/083018
Authority: WO
Inventors: 史大毛
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-09-20
Filing date: 2018-04-13
Publication date: 2019-03-28
Also published as: CN107800892B; CN107800892A

Abstract

Provided in the embodiments of the present application are a service combining method and apparatus, a device, and a computer readable storage medium. The method comprises: if receiving a service request from a client and if detecting a plurality of attendants simultaneously accompanying the client, on the basis of a first preset condition, determining whether the services of the client under the plurality of attendants can be combined; if so, then selecting a first attendant on the basis of a second preset condition and setting the remaining attendants as second attendants; combining under the first attendant the services of the client under the second attendants; and transferring to the first attendant, so that the first attendant can provide service to the client.

Description

Business merging method, device, device and computer readable storage medium

This application claims the priority of the Chinese Patent Application, filed on Sep. 20, 2017, to the Chinese Patent Office, Application No. 201710855497.9, entitled "A Business Combination Method, Apparatus, Apparatus, and Computer Readable Storage Medium". 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 service merging method, apparatus, device, and computer readable storage medium.

Background technique

In the agent sales service industry, the same customer has multiple sources of different types of agents to follow up with the same customer. Different agents follow the same customer and cause harassment to customers. The agent lacks understanding of customer follow-up. Conflicts of interest between different agents are also difficult to avoid.

Summary of the invention

The embodiment of the present application provides a service merging method, device, device, and computer readable storage medium, which avoids conflicts of interest between different agents, improves the efficiency of the service client, and improves the customer experience.

In a first aspect, an embodiment of the present application provides a service merging method, where the method includes:

Receiving a service request of the client, detecting, according to the information of the client, whether there are multiple agents simultaneously following the client, wherein the service request is used to request a service of the agent;

If it is detected that there are multiple agents simultaneously following the customer, it is determined according to the first preset condition whether the services of the customer under the plurality of agent names can be merged;

If the merging is possible, one of the seats is selected as the first agent according to the second preset condition, and the other seats are used as the second seat;

Merging the business of the customer under the second agent name into the first agent name;

Transferring the first agent to allow the first agent to serve the customer.

In a second aspect, an embodiment of the present application provides a device for service merging, where the device includes:

a multi-seat detection unit, configured to detect, according to the information of the customer, whether a plurality of agents simultaneously follow the client according to the information of the client, wherein the service request is used to request a service of the agent; the merge determination unit For detecting whether there are multiple agents simultaneously following the customer, determining whether the services of the customer under the plurality of agent names can be merged according to the first preset condition; and selecting a unit for if the combination is performed, according to The second preset condition selects one of the agents as the first agent, and the remaining agents as the second agent; the merging unit is configured to merge the business of the customer under the second agent name into the first agent name; And a receiving unit, configured to transfer the first agent to allow the first agent to provide service for the customer.

In a third aspect, the embodiment of the present application further provides a device for merging a service, where the device includes a memory, and a processor connected to the memory, where the memory is used to store program data for implementing service merging; a processor for executing 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, by merging the business of the customer in the second agent name into the first agent name, on the one hand, the problem of conflict of interest between the agents is solved, and on the other hand, the same agent is provided to the customer. Services to improve the efficiency of customer service and enhance the customer experience.

DRAWINGS

1 is a schematic flowchart of a service merging method provided by an embodiment of the present application;

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

FIG. 3 is a schematic diagram of another sub-flow of a service merging method according to an embodiment of the present application;

4 is a schematic diagram of another sub-flow of a service merging method provided by an embodiment of the present application;

FIG. 5 is a schematic block diagram of an apparatus for service merging provided by an embodiment of the present application; FIG.

FIG. 6 is a schematic block diagram of a merge determination unit provided by an embodiment of the present application; FIG.

7 is a schematic block diagram of a selection unit provided by an embodiment of the present application;

8 is a schematic block diagram of a merging unit provided by an embodiment of the present application;

FIG. 9 is a schematic block diagram of an apparatus for service merging provided by 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 scope of the invention are within the scope of the present invention.

It should 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 seat may be referred to as a second seat without departing from the scope of the present application, and similarly, the second seat may be referred to as a first seat. Both the first seat and the second seat are seats, but they are not the same seat.

FIG. 1 is a schematic flowchart of a service merging method according to an embodiment of the present application. This method is used in terminals that can provide service related services, such as servers. The method includes S101-S108.

S101. If receiving a service request from a client, detecting, according to the information of the client, whether a plurality of agents simultaneously follow the client, wherein the service request is used to request a service of the agent.

Among them, the channels for customers to initiate service requests include telephone sales channels, online sales (apps, websites, etc.) channels. If the customer's service request is received, it is detected according to the customer's information whether there are multiple agents simultaneously following the customer. In order to specifically describe the specific embodiments of the embodiments of the present application, the following businesses take the automobile insurance business as an example. It should be noted that the auto insurance service does not limit the services in this application. The services in this application may also include other services, such as credit card business. In the example given in the text, two seats are used as an illustration. It can be understood that a plurality of seats include more than two seats.

In the auto insurance business, the customer's information includes the license plate number and/or telephone number. When a customer initiates a service request for a car insurance business, the customer calls through the telephone sales channel to say: I want to apply for a car insurance renewal service, and the agent who receives the phone is based on the customer's information, such as the license plate number and/or phone number. The license plate number and/or the phone number are input, and the server receives the license plate number and/or the phone number; if the customer fills in the relevant information (including the license plate number and/or phone number) of the car insurance through the APP, the agent is consulted. The customer's information is detected in the server whether there are multiple agents simultaneously following the customer.

For example, when dealing with auto insurance business, customers may consult through different channels. When consulting, the customer's information is incomplete. For example, when consulting for the first time, the customer only provides the telephone number, and the customer provides the telephone number according to the customer. Transferred to a seat, the second time through the APP to fill in the relevant information, the customer only provides the license plate number, and then the customer wants to request the agent's service, the server transferred another seat to the customer according to the license plate number provided by the customer. In the process of follow-up, both agents have further improved the basic information of the customer. The basic information after the improvement includes the license plate number and telephone number. When the customer's service request is received again (the customer provides the phone number and license plate number), the server queries the phone number and license plate number provided by the customer, and finds that two agents have followed the customer at the same time. In fact, the two agents follow up with the same customer.

If it is detected that there are multiple agents simultaneously following the customer, executing S102; if only one agent follows the customer, directly let the agent follow the customer; if the customer is a new customer, there is no agent to follow up, Assign an agent to follow up, such as randomly assigning an agent who is idle at the current time to follow up.

S102. Determine, according to the first preset condition, whether the services of the client under the plurality of agent names can be merged. If the merging is possible, S103 is executed.

The first preset condition includes: an area where the customer is located, and/or a current sales level of the customer under multiple agent names, and the like.

For example, in the auto insurance business, the first preset condition includes: the license plate number of the customer under multiple agent names, and/or the area where the customer is located, and/or the current status of the customer under multiple agent names. Sales level. Determining, according to the first preset condition, whether the business of the customer under the plurality of agent names can be merged, comprising: obtaining a license plate number of the customer under multiple agent names, an area where the customer is located, and the customer is The current sales level of multiple agents; if the license number is different under multiple agents, or the area where the customer is located does not support merging, or the customer's current sales level under multiple agents is reached The preset level determines that the services of the customer under the plurality of agent names cannot be merged; otherwise, if the license plate numbers under the plurality of agent names are the same and the area where the customer is located supports the cooperation and the customer is in multiple The current sales level of the agent name does not reach the preset level, and it is determined that the business of the customer under multiple agent names can be merged.

S103. Select one of the seats as the first seat according to the second preset condition, and the other seats serve as the second seat.

The second preset condition includes a current sales level of the customer under multiple agent names, and an initial source channel of the customer under multiple agent names. Select the agent with the current level of sales level, or if the current level of sales is the same, select the agent with the highest priority of the original source channel, and select the agent as the first agent, and the rest as the second agent; if the current sales level is the same, The initial source channel has the same priority, and one of the agents is selected as the first agent according to the third preset rule. For example, in the auto insurance business, the third preset rule includes selecting an agent from the plurality of agents that has the same license plate number as the current service request of the customer, and the license plate number when the current service request is requested (or the current service request does not provide the license plate number) Different from the license number of the customer in the plurality of agents, the first seat serving the customer may be selected from the plurality of agents, or the agent having the transaction record with the customer may be selected from the plurality of agents. Or selecting a service agent that is the same channel as the channel used by the current customer from the plurality of agent information, or selecting the agent who served the last time for the customer from the plurality of agent information, or selecting the current time as the idle time from the plurality of agents. The agent can also be the result of the comprehensive selection of the above multiple rules.

S104. Consolidate the business of the customer under the second agent name into the first agent name. Obtaining the basic information of the customer and the business information of the customer under the first agent name and the second agent name, and performing basic information of the customer under the plurality of agent names and the business information of the customer Matching detection, the information of the customer recorded under the first agent name and recorded under the second agent name and the business information of the customer are saved under the first agent name.

S105. Transfer the first agent to allow the first agent to provide services for the client.

S106. If it is determined that the services of the client under the plurality of agent names cannot be merged according to the first preset condition, determine whether the request for the merge request by the client is received. Understandably, if the customer trusts one of the agents more and is more satisfied with the service of the agent, the customer wants to have all of his business followed up by the agent. The client requests that the business be merged into the first seat name, which can be expressed by the voice of the telephone sales, and can also be expressed by text messages such as text messages. Receive voice information from customers or receive text messages from customers.

S107. Consolidate the business of the customer in the remaining agent name into the agent name requested by the customer, and use the agent as the first agent. The rest of the seats will be used as the second seat. Among them, the second agent can view the request of the customer to merge. In addition, the function of supporting the violation report, if the second agent's business has been merged into the first agent name, and the second agent finds that there is no request from the customer for the merger, the second agent can report the first agent violation.

S108. Transfer the first agent to allow the first agent to provide service for the customer.

In the above embodiment, it is determined whether a plurality of agents simultaneously follow up a client; if a plurality of agents are detected to simultaneously follow the client, whether the service of the client under the plurality of agents is determined according to the first preset condition If the merging is performed, one of the agents is selected as the first agent according to the second preset condition, and the other agents are used as the second agent; the business of the customer under the second agent name is merged into the first agent name. If the customer's business under multiple agent names cannot be merged, if the customer requests a merger request, the customer's business under the remaining agent name will be merged into the client's request for the combined agent name. The agent is used as the first agent; the first agent is transferred to allow the first agent to serve the customer. This embodiment combines multiple agents to follow the same customer according to the actual situation, avoiding the conflict of interest between different agents; in addition, letting the same agent follow the customer, avoiding different agents following the same business. The resulting harassment of the customer, the same agent to follow up the customer, the customer's information is more clearly understood, can provide customers with faster, more targeted services, improve the efficiency of customer service, enhance customer experience.

FIG. 2 is a schematic diagram of a sub-flow provided by an embodiment of the present application. Specifically, the service is a car insurance service. As shown in FIG. 2, it is determined whether the services of the customer under the plurality of agent names can be merged according to the first preset condition, that is, step S102 includes S201-S208.

S201. Acquire a license plate number of the customer under multiple agent names.

S202. Determine whether the license plate numbers under the plurality of agent names are the same. If they are all the same, S203 is executed; if they are different, S207 is executed. Understandably, if multiple license plate numbers are different, the situation involved includes: the customer has multiple vehicles that need to be insured. If a customer's multiple vehicles need to be insured, they are different businesses for different agents to follow up and cannot be merged.

S203. Acquire an area where the customer is located. The area in which the customer is located is obtained based on the customer's information such as a phone number and/or a license plate number.

S204. Determine whether the area supports auto insurance business combination. According to the needs of the auto insurance business, it is pre-set which areas support the auto insurance business merger, and which areas do not support the auto insurance business merger. The above-mentioned sea area supports the merger of auto insurance business, and the Hangzhou area does not support the merger of auto insurance business. If the area supports the car insurance business combination, S205 is performed; if the area does not support the car insurance business combination, S207 is performed.

S205. Acquire a current sales level of the customer under multiple agent names. The level of sales is determined based on the business process information of the business. For example, the business process of the auto insurance business includes understanding basic information, quoting, reviewing the policy (such as whether the vehicle is insured, whether the vehicle information is correct), payment, and distribution policy. The corresponding sales level levels are to understand the basic information level, the already quoted level, the audit policy level, the payment level, and the delivery policy level. The level of sales can also be divided according to other ways to indicate the extent to which the customer is deeply involved in the business involved. In other embodiments, the sales level should also be added to the number of transactions processed. It is understandable that if the three transactions have been sold, the sales level is higher than the sales level with only one transaction.

S206. Determine whether the current sales level of the customer under multiple agent names reaches a preset level. The preset level is a level set in advance according to the sales level level, such as a preset level as a payment level. If the current sales level of the plurality of agents reaches the preset level, S207 is performed; otherwise, S208 is performed. Understandably, if the payment level is reached, that is, as long as the payment is completed, the business has already completed the delivery of the insurance policy. If the business is merged in this case, the interest of the agent will be greatly impaired.

S207. It is determined that the services of the customers under the plurality of agent names cannot be merged.

S208. It is determined that the services of the customers under the plurality of agent names can be merged.

In other embodiments, obtaining the license plate number of the customer under the plurality of agent names, the area where the customer is located, and obtaining the current sales level of the customer under the plurality of agent names may also be in other orders. No longer.

In other embodiments, the first preset condition further includes that the initial source channel does not support the merge, specifically, the initial source channel under the multiple agent names is obtained, and whether the original source channel under the multiple agent names supports the merge. For example, the original source channels include online sales, telemarketing, and participation in marketing activities. Some of the original source channels that can be preset do not support consolidation, such as the initial source channel for customers participating in the campaign does not support consolidation. It can be understood that the holding of market activities requires additional human and financial resources, and the customers brought by participating in the market activities cannot support the business combination. If the license number of the customer in the multiple seat names is different, or the area where the customer is located does not support the auto insurance business combination, or the current sales level of the customer in multiple seats reaches the preset level. Or the initial source channel of the customer in the multiple agent names does not support the merger, and the business of the customer under the plurality of agent names cannot be merged; otherwise, the business of the customer under the plurality of agent names can be determined. Consolidate.

FIG. 3 is a schematic diagram of another sub-flow provided by an embodiment of the present application. Specifically, as shown in FIG. 3, one of the agents is selected as the first agent according to the second preset condition, that is, step S103 includes S301-307.

S301. Acquire a current sales level of the customer under multiple agent names. The level of sales is determined based on the business process information of the business. For example, the business process of the auto insurance business includes understanding basic information, quoting, reviewing the policy (such as whether the vehicle is insured, whether the vehicle information is correct), payment, and distribution policy. The corresponding sales level levels are to understand the basic information level, the already quoted level, the audit policy level, the payment level, and the delivery policy level. The level of sales can also be divided according to other ways to indicate the extent to which the customer is deeply involved in the business involved. In other embodiments, the sales level should also be added to the number of transactions processed. It is understandable that if the three transactions have been sold, the sales level is higher than the sales level with only one transaction.

S302. Determine whether the corresponding seat with a high sales level is one. If the corresponding seat with a high degree of sales level is one, S303 is performed; if the corresponding seat with a high sales level is more than one, S304 is executed.

S303, the corresponding agent with a high level of sales is used as the first agent.

S304. Acquire an initial source channel of the customer under the name of the corresponding sales level. Among them, the original source channels include online sales, telemarketing, and participation in marketing activities. The original source channel will set a priority in advance, such as online sales, telesales, and market participation in the order of priority.

S305: Determine whether the corresponding initial source channel has a higher priority agent. If the corresponding initial source channel has a higher priority of one agent, S306 is performed; if the corresponding initial source channel has a higher priority, the execution is S307.

S306, the corresponding agent with the highest priority of the original source channel is used as the first agent.

S307. Select one of the plurality of agents as the first agent according to the third preset rule.

In the above steps, when the division of the seat is involved, the rest of the seats are used as the second seat.

In other embodiments, the second preset condition further includes a level of the customer, and the level of each customer division includes a low level, a high level, and the like. The level of each customer division can also be divided according to other requirements. Specifically, the level of the customer is obtained by the following method. First, get the transaction amount of the customer. The customer's transaction record is queried from the database, and the transaction amount involved in the transaction in the transaction record is counted. The customer's rating is then determined based on the customer's transaction amount. The level of the customer corresponding to the transaction amount of the customer is pre-stored in the database, and the level corresponding to the customer is determined according to the transaction amount of the customer. The seat of the corresponding high level of the customer is taken as the first seat, and the rest of the seats is taken as the second seat.

FIG. 4 is a schematic diagram of another sub-flow provided by an embodiment of the present application. Specifically, as shown in FIG. 4, the service of the client under the second agent name is merged into the first agent name, that is, S104 includes S401-S404.

S401. Acquire basic information of the customer under the first agent name and the second agent name and service information of the customer. For example, in the auto insurance business, the basic information of the customer includes basic information such as license plate number, telephone number, ID card and so on. The auto insurance business information includes the sales progress information of the current auto insurance business. For example, on a certain day of the year, the customer logs in to the APP and fills in the basic information. On a certain day of the year, the customer communicates with a certain agent, and the result of the communication is XX. If you give a preliminary suggestion; on a certain day of the month, the customer logs in to the app and fills in the policy information.

S402. Perform matching detection on the information of the customer under the first agent name and the second agent name and the service information of the customer. For example, compare each piece of information obtained.

S403. Store the information of the customer that is not recorded in the first agent name and recorded in the second agent name and the service information of the customer in the first agent name. If the telephone number information of the customer recorded under the second agent name is 11111, 22222, and the telephone number information of the customer recorded under the first agent name is 11111, the telephone number information 22222 recorded under the second agent name is added to the A seat record of the customer's phone number information. If the business information of the customer recorded under the second seat name is not recorded under the first seat name, the business information of the customer recorded under the second seat name is all stored in the first seat name, including the sales of the current auto insurance business. Progress information and related information of the second seat, for the first agent to understand the follow-up situation of the second agent to the customer, and facilitate the further follow-up of the first agent. Specifically, the first agent can view the information recorded under the first agent name and not recorded in the second agent name in the merged record. Click the "View Merge Record" button.

S404. Delete the information of the customer and the service information of the customer in the second agent name. It should be noted that the second agent can see who the customer is following in the deletion record.

FIG. 5 is a schematic block diagram of a service merging apparatus according to an embodiment of the present application. The apparatus includes a multi-seat detection unit 501, a merge determination unit 502, a selection unit 503, a merging unit 504, a switching unit 505, and a merge request judging unit 506.

The multi-seat detection unit 501 is configured to detect, according to the information of the customer, whether a plurality of agents simultaneously follow up the customer according to the information of the customer, wherein the service request is used to request a service of the agent.

If it is detected that there are multiple agents simultaneously following the customer, the merge determination unit is triggered; if only one agent follows the customer, the agent is directly followed up by the agent; if the customer is a new customer, no agent is followed up You can assign an agent to follow up, such as randomly assigning an agent who is idle at the current time to follow up.

The merging determination unit 502 is configured to determine, according to the first preset condition, whether the services of the client under the plurality of agent names can be merged. If the merge is possible, the selection unit is triggered.

For example, in the auto insurance business, the first preset condition includes: the license plate number of the customer under multiple agent names, and/or the area where the customer is located does not support the merger, and/or the customer is in multiple seat names. The current sales level has reached the preset level. The merge determination unit 502 includes a data acquisition unit and a determination unit, and the data acquisition unit is configured to acquire the license plate number of the customer under multiple agent names, the area where the customer is located, and the current sales of the customer under multiple agent names. Degree level. The determining unit is configured to determine that if the license plate numbers under the plurality of agent names are different, or the area where the customer is located does not support the merger, or the current sales level of the customer under multiple agent names reaches a preset level, The auto insurance business of the customer under the name of the agent cannot be merged; otherwise, if the license plate numbers of the multiple seats are the same and the area where the customer is located supports and the current sales of the customer under multiple seats The degree level does not reach the preset level, and it is determined that the auto insurance business of the customer under multiple agent names can be merged.

The selecting unit 503 is configured to select one of the seats as the first seat according to the second preset condition, and the remaining seats serve as the second seat.

The merging unit 504 is configured to merge the business of the customer under the second agent name under the first agent name.

The switching unit 505 is configured to transfer the first agent to allow the first agent to provide service for the customer.

The merge request judging unit 506 is configured to determine whether the client requests the merge request if the service of the client under the plurality of agent names cannot be merged according to the first preset condition.

The merging unit 504 is further configured to, if receiving the request for the customer to request the merger, merge the business of the customer under the remaining agent name into the agent name requested by the customer, and use the agent requested by the customer as the first agent. . The rest of the seats will be used as the second seat.

The switching unit 505 is further configured to transfer the first agent to the customer to allow the first agent to provide service to the customer.

FIG. 6 is a schematic block diagram of a merge determination unit provided by an embodiment of the present application. The merging judging unit is used in the auto insurance service, and the merging judging unit is configured to judge whether the services of the customer under the plurality of agent names can be merged according to the first preset condition. The merge determination unit includes a license plate number acquisition unit 601, a license plate number determination unit 602, an area acquisition unit 603, an area determination unit 604, a first sales degree acquisition unit 605, a first sales degree determination unit 606, and a merge determination unit 607.

The license plate number obtaining unit 601 is configured to acquire the license plate number of the customer under the plurality of agent names.

The license plate number determining unit 602 is configured to determine whether the license plate numbers under the plurality of seat names are the same. If they are all the same, the trigger region acquiring unit 603; if not the same, triggers the merge determining unit 607. Understandably, if multiple license plate numbers are different, the situation involved includes: the customer has multiple vehicles that need to be insured. If a customer's multiple vehicles need to be insured, they are different businesses for different agents to follow up and cannot be merged.

The area obtaining unit 603 is configured to acquire an area where the customer is located. The area in which the customer is located is obtained based on the customer's information such as a phone number and/or a license plate number.

The area determining unit 604 is configured to determine whether the area supports car insurance business combination. If the area supports service merging, the first sales degree acquisition unit is triggered; if the area does not support service merging, the merging determination unit 607 is triggered.

The first sales degree acquisition unit 605 is configured to acquire the current sales degree level of the customer under multiple agent names. The level of sales is determined based on the business process information of the business.

The first sales degree determining unit 606 is configured to determine whether the current sales level of the customer under multiple agent names has reached a preset level. The preset level is a level set in advance according to the sales level level, such as a preset level as a payment level. The merge determination unit 607 is then triggered.

The merging determination unit 607 is configured to: if the customer has different license plate numbers under multiple agent names, or the area where the customer is located does not support merging, or the current sales level of the customer under multiple agent names Achieving a preset level, determining that the business of the customer under the plurality of agent names cannot be merged; if the license plate numbers under the plurality of agent names are the same and the area where the customer is located is supported and the customer is in multiple seat names The current sales level has not reached the preset level, and it is determined that the services of the customers under multiple agent names can be merged.

In other embodiments, the first preset condition further includes that the initial source channel does not support the merge, specifically, the initial source channel under the plurality of agent names is obtained, and whether the original source channel under the plurality of agent names supports the merge. If the license number of the customer in the multiple seat names is different, or the area where the customer is located does not support the auto insurance business combination, or the current sales level of the customer in multiple seats reaches the preset level. Or the initial source channel of the customer in the multiple agent names does not support the merger, and the business of the customer under the plurality of agent names cannot be merged; otherwise, the business of the customer under the plurality of agent names can be determined. Consolidate.

FIG. 7 is a schematic block diagram of a selection unit provided by an embodiment of the present application. The selection unit is configured to select one of the seats as the first seat according to the second preset condition, and the remaining seats serve as the second seat. The selection unit includes a second sales degree acquisition unit 701, a second sales degree determination unit 702, a selection determination unit 703, a source channel acquisition unit 704, and a source channel determination unit 705.

The second sales degree acquisition unit 701 is configured to acquire the current sales degree level of the customer under multiple agent names. The level of sales is determined based on the business process information of the business.

The second sales degree determining unit 702 is configured to determine whether it is determined whether the corresponding seat with a high level of sales level is one;

The selection determining unit 703 is configured to determine that the corresponding seat with a high level of sales level is one, the seat with a higher level of sales level as the first seat, and the other seats as the second seat.

The source channel obtaining unit 704 is configured to obtain an initial source channel of the client under the agent name with a high level of sales level if it is determined that there is more than one seat with a corresponding high level of sales level.

The source channel judging unit 705 is configured to determine whether the seat of the corresponding initial source channel has a higher priority.

The selection determining unit 703 is further configured to: if the corresponding initial source channel has a higher priority, the agent with the highest priority of the initial source channel is the first agent, and the other agent is the second agent; if the corresponding initial source channel There is more than one seat with a higher priority. According to the third preset rule, one of the agents with the highest priority of the corresponding initial source channel is selected as the first agent, and the other seats are used as the second agent.

FIG. 8 is a schematic block diagram of a merging unit provided by an embodiment of the present application. The merging unit is configured to merge the business of the customer under the second agent name under the first agent name. The merging unit includes a customer information acquiring unit 801, a matching detecting unit 802, a saving unit 803, and a deleting unit 804.

The customer information obtaining unit 801 is configured to acquire basic information of the customer under the first agent name and the second agent name and service information of the customer.

The match detecting unit 802 is configured to perform matching detection on the information of the client under the first agent name and the second agent name and the service information of the client. For example, compare each piece of information obtained.

The saving unit 803 is configured to save the information of the customer that is not recorded under the first agent name and recorded under the second agent name and the business information of the customer under the first agent name.

The deleting unit 804 is configured to delete the information of the customer under the second agent name and the service information of the client.

For the specific working process and the beneficial effects achieved by the device embodiment of the foregoing service combination, please refer to the implementation process and the beneficial effects corresponding to the foregoing method embodiments.

The device for the above business combination can be implemented in the form of a computer program data that can be run on a device that is merged as shown in FIG.

FIG. 9 is a schematic block diagram of a device for service merging according to an embodiment of the present disclosure. The device 90 to which the service is merged may be a terminal such as a server or the like. The device 90 includes a processor 902, a memory, and a network interface 903 connected by a system bus 901, wherein the memory can include a non-volatile storage medium 904 and an internal memory 905. The non-volatile storage medium 904 can store an operating system 941 and program data 942. When the program data 942 is executed, the processor 902 can be caused to perform a service merging method. The processor 902 is used to provide computing and control capabilities to support the operation of the entire device 90. The internal memory 905 provides an environment for the execution of program data in a non-volatile storage medium that, when executed by the processor 902, causes the processor 902 to perform a service merging method. The network interface 903 is used for network communication, such as receiving a service request of a customer. It will be understood by those skilled in the art that the structure shown in FIG. 9 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 device 90 to which the solution of the present application is applied. The specific device 90 may be It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.

The processor 902 is configured to run program data stored in the memory to implement any of the foregoing service combining methods.

It should be understood that, in the embodiment of the present application, the processor 902 may be a central processing unit (CPU), and the processor 902 may also be another general-purpose processor, a digital signal processor (DSP), Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware component, etc. The general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.

The application further provides a computer readable storage medium storing one or more program data, the one or more program data being executable by one or more processors to implement the foregoing Any embodiment of a business consolidation method.

The computer readable storage medium may be an internal storage unit of the terminal described in any of the foregoing embodiments, such as a hard disk or a memory of the terminal. The computer readable storage medium may also be an external storage device of the terminal, such as a plug-in hard disk equipped on the terminal, a smart memory card (SMC), and a Secure Digital (SD) card. Wait. Further, the computer readable storage medium may also include both an internal storage unit of the terminal 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 service merging method, the method comprising:

Receiving a service request of the client, detecting, according to the information of the client, whether there are multiple agents simultaneously following the client, wherein the service request is used to request a service of the agent;

If it is detected that there are multiple agents simultaneously following the customer, it is determined according to the first preset condition whether the services of the customer under the plurality of agent names can be merged;

If the merging is possible, one of the seats is selected as the first seat according to the second preset condition, and the other seats are used as the second seat;

Merging the business of the customer under the second agent name into the first agent name;

Transferring the first agent to allow the first agent to serve the customer.
The method according to claim 1, wherein the service is a car insurance service, and the determining, according to the first preset condition, whether the services of the customer under the plurality of agent names can be merged, including:

Obtaining a license plate number of the customer under multiple agent names, an area where the customer is located, and a current sales level of the customer under multiple agent names;

If the license number of the customer in the multiple seat names is different, or the area where the customer is located does not support the auto insurance business combination, or the current sales level of the customer in multiple seats reaches the preset level, It is determined that the services of the customers under the plurality of agent names cannot be merged; otherwise, it is determined that the services of the customers under the plurality of agent names can be merged.
The method according to claim 1, wherein the selecting one of the agents according to the second preset condition, the agent is referred to as the first agent, and includes:

Obtaining the current sales level of the customer under multiple agent names;

Determining whether the corresponding seat with a high level of sales is one;

If it is one, the corresponding agent with a high level of sales level is taken as the first agent; otherwise, the initial source channel of the customer under the name of the corresponding sales level is obtained;

Determining whether the seat of the corresponding initial source channel has a higher priority;

If it is one, the corresponding agent with the highest priority of the initial source channel is taken as the first agent; otherwise, one of the agents with the highest priority of the corresponding initial source channel is selected according to the third preset rule as the first agent.
The method of claim 1, wherein the merging the business of the customer under the second agent name into the first agent name comprises:

Obtaining basic information of the customer and the business information of the customer under the first agent name and the second agent name;

Matching and detecting the information of the customer under the first agent name and the second agent name with the business information of the customer;

Saving the information of the customer that is not recorded in the first agent name and recorded under the second agent name and the business information of the customer in the first agent name;

Deleting the information of the customer under the second agent name and the business information of the customer.
The method of claim 1 wherein the method further comprises:

If the services of the customer under the plurality of agents cannot be merged, it is determined whether the request for the merger is received by the client;

If the request for the merger is received by the customer, the business of the customer under the remaining agent name is merged into the name of the agent requested by the customer.
A device for business combination, characterized in that the device comprises:

a multi-seat detection unit, configured to detect, according to the information of the customer, whether a plurality of agents simultaneously follow the customer according to the information of the customer, wherein the service request is used to request a service of the agent;

a merging judging unit, configured to determine whether the services of the customer under the plurality of agent names can be merged according to the first preset condition if the plurality of agents are detected to follow up the customer at the same time;

Selecting a unit, if the merging is performed, selecting one of the seats as the first seat according to the second preset condition, and the remaining seats serving as the second seat;

a merging unit, configured to merge the business of the customer under the second agent name into the first agent name;

And a transfer unit, configured to transfer the first agent to allow the first agent to provide service to the customer.
The device according to claim 6, wherein the service is a car insurance service, and the merging judging unit comprises:

a data acquisition unit, configured to acquire a license plate number of the customer under multiple agent names, an area where the customer is located, and a current sales level of the customer under multiple agent names;

a determining unit, configured to: if the customer's license plate number under multiple agent names is different, or the customer's area does not support auto insurance business combination, or the customer's current sales level under multiple agent names When the preset level is reached, it is determined that the services of the customers under multiple agent names cannot be merged; otherwise, it is determined that the services of the customers under multiple agent names can be merged.
The device of claim 6, wherein the selecting unit comprises:

a second sales degree obtaining unit, configured to acquire a current sales level of the customer under multiple agent names;

a second sales degree determining unit, configured to determine whether the corresponding seat with a high level of sales level is one;

The determining unit is configured to: if the corresponding seat with a high level of sales is one, the corresponding seat with the highest level of sales is used as the first seat, and the other seats are used as the second seat;

a source channel obtaining unit, configured to obtain an initial source channel of the client in a seat name corresponding to a higher level of sales level if the corresponding level of the sales level is more than one;

The source channel judging unit is configured to determine whether the seat of the corresponding initial source channel has a higher priority;

The selection determining unit is further configured to: if the corresponding initial source channel has a higher priority seat, the agent with the highest priority of the corresponding initial source channel is used as the first agent, and the remaining seats are used as the second agent; otherwise, according to the third pre- It is assumed that one of the seats with the highest priority of the corresponding initial source channel is selected as the first agent and the other seats as the second agent.
The device according to claim 6, wherein the merging unit comprises:

a customer information obtaining unit, configured to acquire basic information of the customer under the first agent name and the second agent name, and service information of the customer;

a matching detecting unit, configured to perform matching detection on the information of the customer under the first agent name and the second agent name, and the service information of the customer;

a saving unit, configured to save the information of the customer that is not recorded in the first agent name and recorded in the second agent name, and the business information of the customer in the first agent name;

And a deleting unit, configured to delete the information of the customer under the second agent name and the business information of the customer.
The device of claim 6 wherein said device further comprises:

a merge request judging unit, configured to determine whether the client requests a merge request if the services of the client under the plurality of agent names cannot be merged;

The merging unit is further configured to, if receiving the request for the customer to request the merging, merge the business of the customer under the remaining agent name into the agent name of the customer requesting merging.
A device for business merging, characterized in that the device comprises a memory and a processor connected to the memory;

The memory is configured to store program data for implementing a business combination;

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

Receiving a service request of the client, detecting, according to the information of the client, whether there are multiple agents simultaneously following the client, wherein the service request is used to request a service of the agent;

If it is detected that there are multiple agents simultaneously following the customer, it is determined according to the first preset condition whether the services of the customer under the plurality of agent names can be merged;

If the merging is possible, one of the seats is selected as the first seat according to the second preset condition, and the other seats are used as the second seat;

Merging the business of the customer under the second agent name into the first agent name;

Transferring the first agent to allow the first agent to serve the customer.
The device according to claim 11, wherein the service is a car insurance service, and the processor determines whether the service of the customer under the plurality of agent names can be merged according to the first preset condition. When performing the following steps:

Obtaining a license plate number of the customer under multiple agent names, an area where the customer is located, and a current sales level of the customer under multiple agent names;

If the license number of the customer in the multiple seat names is different, or the area where the customer is located does not support the auto insurance business combination, or the current sales level of the customer in multiple seats reaches the preset level, It is determined that the services of the customers under the plurality of agent names cannot be merged; otherwise, it is determined that the services of the customers under the plurality of agent names can be merged.
The device according to claim 11, wherein when the processor selects one of the agents according to the second preset condition, and the agent is referred to as the first agent, the following steps are specifically performed:

Obtaining the current sales level of the customer under multiple agent names;

Determining whether the corresponding seat with a high level of sales is one;

If it is one, the corresponding agent with a high level of sales level is taken as the first agent; otherwise, the initial source channel of the customer under the name of the corresponding sales level is obtained;

Determining whether the seat of the corresponding initial source channel has a higher priority;

If it is one, the corresponding agent with the highest priority of the initial source channel is taken as the first agent; otherwise, one of the agents with the highest priority of the corresponding initial source channel is selected according to the third preset rule as the first agent.
The device according to claim 11, wherein the processor performs the following steps when the processor of the client in the second agent name is merged into the first agent name:

Obtaining basic information of the customer and the business information of the customer under the first agent name and the second agent name;

Matching and detecting the information of the customer under the first agent name and the second agent name with the business information of the customer;

Saving the information of the customer that is not recorded in the first agent name and recorded under the second agent name and the business information of the customer in the first agent name;

Deleting the information of the customer under the second agent name and the business information of the customer.
The device of claim 11 wherein said processor further performs the following steps:

If the services of the customer under the plurality of agents cannot be merged, it is determined whether the request for the merger is received by the client;

If the request for the merger is received by the customer, the business of the customer under the remaining agent name is merged into the name of the agent requested by the customer.
A computer readable storage medium, wherein 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 implement the following step:

Receiving a service request of the client, detecting, according to the information of the client, whether there are multiple agents simultaneously following the client, wherein the service request is used to request a service of the agent;

If it is detected that there are multiple agents simultaneously following the customer, it is determined according to the first preset condition whether the services of the customer under the plurality of agent names can be merged;

If the merging is possible, one of the seats is selected as the first seat according to the second preset condition, and the other seats are used as the second seat;

Merging the business of the customer under the second agent name into the first agent name;

Transferring the first agent to allow the first agent to serve the customer.
The computer readable storage medium according to claim 16, wherein the service is a car insurance service, and the processor performs the determining of the service of the client under a plurality of agent names according to the first preset condition. When the merger is possible, the following steps are implemented:

Obtaining a license plate number of the customer under multiple agent names, an area where the customer is located, and a current sales level of the customer under multiple agent names;

If the license number of the customer in the multiple seat names is different, or the area where the customer is located does not support the auto insurance business combination, or the current sales level of the customer in multiple seats reaches the preset level, It is determined that the services of the customers under the plurality of agent names cannot be merged; otherwise, it is determined that the services of the customers under the plurality of agent names can be merged.
The computer readable storage medium according to claim 16, wherein the processor performs the following steps when the one of the agents is selected according to the second preset condition, and the agent is referred to as the first agent:

Obtaining the current sales level of the customer under multiple agent names;

Determining whether the corresponding seat with a high level of sales is one;

If it is one, the corresponding agent with a high level of sales level is taken as the first agent; otherwise, the initial source channel of the customer under the name of the corresponding sales level is obtained;

Determining whether the seat of the corresponding initial source channel has a higher priority;

If it is one, the corresponding agent with the highest priority of the initial source channel is taken as the first agent; otherwise, one of the agents with the highest priority of the corresponding initial source channel is selected according to the third preset rule as the first agent.
The computer readable storage medium according to claim 16, wherein the processor implements when the performing the business of the client under the second agent name is merged into the first agent name. The following steps:

Obtaining basic information of the customer and the business information of the customer under the first agent name and the second agent name;

Matching and detecting the information of the customer under the first agent name and the second agent name with the business information of the customer;

Saving the information of the customer that is not recorded in the first agent name and recorded under the second agent name and the business information of the customer in the first agent name;

Deleting the information of the customer under the second agent name and the business information of the customer.
The computer readable storage medium of claim 16 wherein said processor further implements the following steps:

If the services of the customer under the plurality of agents cannot be merged, it is determined whether the request for the merger is received by the client;

If the request for the merger is received by the customer, the business of the customer under the remaining agent name is merged into the name of the agent requested by the customer.