WO2019061998A1 - 断点智能分流方法、电子装置及计算机可读存储介质 - Google Patents

断点智能分流方法、电子装置及计算机可读存储介质 Download PDF

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Publication number
WO2019061998A1
WO2019061998A1 PCT/CN2018/076528 CN2018076528W WO2019061998A1 WO 2019061998 A1 WO2019061998 A1 WO 2019061998A1 CN 2018076528 W CN2018076528 W CN 2018076528W WO 2019061998 A1 WO2019061998 A1 WO 2019061998A1
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Prior art keywords
breakpoint
processing
breakpoints
important
module
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PCT/CN2018/076528
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English (en)
French (fr)
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陈茂林
杨承勇
侯绪梅
曾荀
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平安科技（深圳）有限公司
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Publication of WO2019061998A1 publication Critical patent/WO2019061998A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/48—Program initiating; Program switching, e.g. by interrupt
    • G06F9/4806—Task transfer initiation or dispatching
    • G06F9/4812—Task transfer initiation or dispatching by interrupt, e.g. masked

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  • the present application relates to the field of intelligent shunting, and in particular, to a breakpoint intelligent shunting method, an electronic device, and a computer readable storage medium.
  • breakpointshunt is mainly used to temporarily store the collected breakpoint in the breakpoint buffer, and then gradually release the breakpoint information from the buffer to the breakpoint processor for processing, and the breakpoint processor adopts the same
  • the handler handles different breakpoints. It is impossible to classify breakpoints and perform targeted processing according to different types of breakpoints, resulting in low efficiency of breakpoint processing.
  • the present application provides a breakpoint intelligent offloading method, including the following steps:
  • Step 01 Collect a breakpoint generated by the client APP.
  • Step 02 determining whether the breakpoint belongs to an important breakpoint, if yes, proceeding to step 03, if otherwise, proceeding to step 06;
  • Step 03 Perform front end processing on the important breakpoints
  • Step 04 it is determined whether the front-end processing solves the breakpoint, if it is resolved, it will not follow up, if not, proceed to step 05;
  • Step 05 performing backend follow-up processing on the unresolved breakpoints
  • step 06 the short message and WeChat push of the graphic operation guide are performed on the non-important breakpoint.
  • the present application further provides an electronic device, including a memory and a processor, where the memory is used to store the breakpoint intelligent offloading system executed by the processor, and specifically includes:
  • a breakpoint data collection module configured to collect breakpoint data generated by the client APP
  • a breakpoint judging module for judging the generated breakpoint data and whether it belongs to an important breakpoint
  • Front-end processing module for front-end processing of important breakpoints
  • the back-end processing module is used for back-end processing of the unresolved breakpoints of the front end.
  • the present application further provides a computer readable storage medium, wherein the computer readable storage medium stores a breakpoint intelligent shunt system, and the breakpoint intelligent shunt system can be executed by at least one processor to Implement the following steps:
  • Step 01 Collect a breakpoint generated by the client APP.
  • Step 02 it is determined whether the breakpoint belongs to an important breakpoint, if yes, proceed to step 03, otherwise enter step 06;
  • Step 03 Perform front end processing on the important breakpoints
  • Step 04 it is determined whether the front-end processing solves the breakpoint, if it is resolved, it will not follow up, if not, proceed to step 05;
  • Step 05 performing backend follow-up processing on the unresolved breakpoints
  • step 06 the short message and WeChat push of the graphic operation guide are performed on the non-important breakpoint.
  • the technical effect that can be achieved by the present application is that the front-end processing mode is added on the basis of the follow-up processing of the breakpoint, the timeliness and effectiveness of the breakpoint processing are improved, and the experience effect of the user using the APP is improved and the service quality is improved.
  • FIG. 1 is a flow chart showing an embodiment of a breakpoint intelligent offloading method of the present application.
  • FIG. 2 is a schematic diagram showing the program modules of an embodiment of the breakpoint intelligent shunting system of the present application.
  • FIG. 3 is a schematic diagram of a program module of still another embodiment of the breakpoint intelligent shunting system of the present application.
  • FIG. 4 is a schematic diagram of a program module of still another embodiment of the breakpoint intelligent shunting system of the present application.
  • FIG. 5 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • a breakpoint intelligent offloading method which includes the following steps:
  • Step 01 Collect a breakpoint generated by the client APP.
  • collecting the breakpoint generated by the client APP includes collecting an interrupt signal generated when the user directly exits the program, terminates the program, or generates an error code in the process of using the APP, according to the interrupt signal generated.
  • the business type divides the different types of breakpoints.
  • the user may have different operation failures on different service module pages, and the corresponding breakpoint data is generated due to the operation failure, such as the login code registration module may be due to a verification code error or a password reset. If the failure occurs, the breakpoint data will be generated. In the policy module, the breakpoint data will be generated because the bank card fails to be bundled or the payment fails. Therefore, the types of breakpoints generated by different service modules are different, so as to help the user solve the above-mentioned faults in a timely and effective manner. Point problem, need to collect and process the above breakpoint data.
  • step 02 it is determined whether the breakpoint belongs to an important breakpoint. If yes, the process proceeds to step 03, otherwise, the process proceeds to step 06.
  • breakpoint belongs to an important breakpoint mainly based on the service type and module that generates the breakpoint. If a breakpoint is generated in some key business types or modules, the breakpoint is automatically divided into important breakpoints. Breakpoints are generated in some common business types or modules, and this type of breakpoint is divided into ordinary breakpoints.
  • breakpoint is an important breakpoint. If a breakpoint is generated in the login registration module, the breakpoint is a normal breakpoint.
  • breakpoint data Due to the large number of users who actually use the APP, a large amount of breakpoint data is generated, and these breakpoint data have important and non-important points, and the breakpoints of important classes are usually derived from key business modules, which enhances the user experience and improves Quality of service plays a crucial role. It is necessary to provide timely and effective solutions to important types of breakpoints in order to improve the user experience of using APP. Therefore, it is necessary to make important and non-critical judgments on a large number of breakpoint data.
  • Step 03 Perform front end processing on the important breakpoint.
  • front-end processing is added to the processing of important breakpoints, which further classifies important breakpoints and processes them according to the type of breakpoints after classification, which can be based on the user's key breakpoints. Based on further operations carried out.
  • the page pops up an operation that can be selected by the user, and when the user selects the corresponding operation, the key breakpoint is Further, the front end breakpoint is further generated.
  • the intelligent robot processing or the manual customer service processing is performed according to the user selection. For example, when the user fails to operate the policy data input module and selects the operation of returning to the previous page, the current The page pops up for the user to choose "just stroll” or "online customer service”, the user can choose according to the actual needs, such as the user chooses "just stroll", then no longer call out, such as the user chooses "online customer service", Then, the intelligent robot customer service follows. If the intelligent robot cannot handle the user's difficult problem, the user selects “manual online customer service” according to the prompt of the intelligent robot, and the online service is performed by the manual customer service.
  • the processing of breakpoints in the prior art is usually followed directly by the backend system, and the breakpoint data followed by the backend system usually has a large amount of data, resulting in low efficiency and inability to effectively solve the user's problems in time.
  • This embodiment increases the front-end processing mode, that is, the mode that can be solved at the user end, on the one hand, the pressure of the back-end processing is alleviated, on the other hand, the efficiency of the breakpoint processing is improved, and the online customer service is hidden deep, and the customer cannot Quick entry questions.
  • step 04 it is determined whether the front end processing solves the breakpoint, and if it is resolved, it is no longer followed, and if not, the process proceeds to step 05.
  • the user end APP receives a selection operation that is satisfactory for the front end processing result. If the user selects “resolved” or “satisfied”, the front end processing has solved the important breakpoint and does not need to continue.
  • the front-end processing does not resolve the important breakpoint, and the unresolved breakpoint data continues to be sent to the back-end follow-up processing module to continue the follow-up processing.
  • step 05 the backend processing is performed on the unresolved breakpoint.
  • the breakpoints that enter the back-end processing module are allocated, and are preferentially assigned to the agents with long idle time.
  • the agent performs the outbound operation instruction for the users assigned to the name.
  • step 06 the short message and WeChat push of the graphic operation guide are performed on the non-important breakpoint.
  • Non-critical breakpoints do not need to enter the front-end processing module, but directly send the background operation instructions for the specific type of the breakpoint by the system background, and the above-mentioned graphic operation guide can be pushed through SMS and WeChat.
  • Step 01 Collect a breakpoint generated by the client APP.
  • collecting the breakpoint generated by the client APP includes collecting an interrupt signal generated when the user directly exits the program, terminates the program, or generates an error code in the process of using the APP, according to the interrupt signal generated.
  • the business type divides the different types of breakpoints.
  • the user may have different operation failures on different service module pages, and the corresponding breakpoint data is generated due to the operation failure, such as the login code is incorrect or the password is incorrect. If the reset fails, the breakpoint data will be generated.
  • the breakpoint data will be generated because the bank card fails to be bundled or the payment fails. Therefore, the types of breakpoints generated by different service modules are different, so as to help the user solve the problem in time and effectively. For the above breakpoint problem, the above breakpoint data needs to be collected and processed.
  • step 02 it is determined whether the breakpoint belongs to an important breakpoint. If yes, the process proceeds to step 03, otherwise, the process proceeds to step 06.
  • breakpoint belongs to an important breakpoint mainly based on the service type and module that generates the breakpoint. If a breakpoint is generated in some key business types or modules, the breakpoint is automatically divided into important breakpoints. Breakpoints are generated in some common business types or modules, and this type of breakpoint is divided into ordinary breakpoints.
  • breakpoint is an important breakpoint. If a breakpoint is generated in the login registration module, the breakpoint is a normal breakpoint.
  • breakpoint data Due to the large number of users who actually use the APP, a large amount of breakpoint data is generated, and these breakpoint data have important and non-important points, and the breakpoints of important classes are usually derived from key business modules, which enhances the user experience and improves Quality of service plays a crucial role. It is necessary to provide timely and effective solutions to important types of breakpoints in order to improve the user experience of using APP. Therefore, it is necessary to make important and non-critical judgments on a large number of breakpoint data.
  • Step 03 Perform front end processing on the important breakpoint.
  • front-end processing is added to the processing of important breakpoints, which further classifies important breakpoints and processes them according to the type of breakpoints after classification, which can be based on the user's key breakpoints. Based on further operations carried out.
  • the page pops up an operation that can be selected by the user, and the user selects the corresponding operation based on the above-mentioned key breakpoint.
  • real-time breakpoints need to be processed quickly and efficiently for the breakpoints. Therefore, for the real-time breakpoints formed, the system sends the real-time breakpoints to the breakpoint outbound platform.
  • the outbound call platform assigns the real-time class breakpoint to the currently idle agent, and the agent immediately calls the user to provide operational guidance. If the user selects "artificial help", then this important breakpoint is flowed to the breakpoint outbound platform to become a real-time breakpoint.
  • the processing of breakpoints in the prior art is usually followed directly by the backend system, and the breakpoint data followed by the backend system usually has a large amount of data, resulting in low efficiency and inability to effectively solve the user's problems in time.
  • This embodiment increases the front-end processing mode, that is, the mode that can be solved at the user end, on the one hand, the pressure of the back-end processing is alleviated, on the other hand, the efficiency of the breakpoint processing is improved, and the online customer service is hidden deep, and the customer cannot Quick entry questions.
  • step 04 it is determined whether the front end processing solves the breakpoint, and if it is resolved, it is no longer followed, and if not, the process proceeds to step 05.
  • the user end APP receives a selection operation that is satisfactory for the front end processing result. If the user selects “resolved” or “satisfied”, the front end processing has solved the important breakpoint and does not need to continue.
  • the front-end processing does not resolve the important breakpoint, and the unresolved breakpoint data continues to be sent to the back-end follow-up processing module to continue the follow-up processing.
  • step 05 the backend processing is performed on the unresolved breakpoint.
  • the breakpoints that enter the back-end processing module are allocated, and are preferentially assigned to the agents with long idle time.
  • the agent performs the outbound operation instruction for the users assigned to the name.
  • step 06 the short message and WeChat push of the graphic operation guide are performed on the non-important breakpoint.
  • Non-critical breakpoints do not need to enter the front-end processing module, but directly send the background operation instructions for the specific type of the breakpoint by the system background, and the above-mentioned graphic operation guide can be pushed through SMS and WeChat.
  • Step 01 Collect a breakpoint generated by the client APP.
  • collecting the breakpoint generated by the client APP includes collecting an interrupt signal generated when the user directly exits the program, terminates the program, or generates an error code in the process of using the APP, according to the interrupt signal generated.
  • the business type divides the different types of breakpoints.
  • the user may have different operation failures on different service module pages, and the corresponding breakpoint data is generated due to the operation failure, such as the login code registration module may be due to a verification code error or a password reset. If the failure occurs, the breakpoint data will be generated. In the policy module, the breakpoint data will be generated because the bank card fails to be bundled or the payment fails. Therefore, the types of breakpoints generated by different service modules are different, so as to help the user solve the above-mentioned faults in a timely and effective manner. Point problem, need to collect and process the above breakpoint data.
  • step 02 it is determined whether the breakpoint belongs to an important breakpoint, and if yes, the process proceeds to step 03, otherwise, the process proceeds to step 05.
  • breakpoint belongs to an important breakpoint mainly based on the service type and module that generates the breakpoint. If a breakpoint is generated in some key business types or modules, the breakpoint is automatically divided into important breakpoints. Breakpoints are generated in some common business types or modules, and this type of breakpoint is divided into ordinary breakpoints.
  • breakpoint is an important breakpoint. If a breakpoint is generated in the login registration module, the breakpoint is a normal breakpoint.
  • breakpoint data Due to the large number of users who actually use the APP, a large amount of breakpoint data is generated, and these breakpoint data have important and non-important points, and the breakpoints of important classes are usually derived from key business modules, which enhances the user experience and improves Quality of service plays a crucial role. It is necessary to provide timely and effective solutions to important types of breakpoints in order to improve the user experience of using APP. Therefore, it is necessary to make important and non-critical judgments on a large number of breakpoint data.
  • Step 03 Perform front end processing on the important breakpoint.
  • front-end processing is added to the processing of important breakpoints, which further classifies important breakpoints and processes them according to the type of breakpoints after classification, which can be based on the user's key breakpoints. Based on further selection operations are carried out.
  • a T+N hour breakpoint is generated, and the type of breakpoint data is sent to the backend follow-up processing module for processing.
  • step 04 the backend processing is performed on the unresolved breakpoint.
  • the front-end processing module directly sends the breakpoint outbound module to the back-end for out-of-point call processing.
  • the breakpoint outbound module further classifies the T+N hour breakpoint, and is classified into a financial breakpoint and a non-financial breakpoint according to whether the fund or the bank card is related to the financial break. Point, it will flow directly to the manual call, for non-financial breakpoints, the WeChat, SMS text operation instructions, if the user does not select the graphic operation guide service, then call out through the manual phone the next day.
  • step 05 the short message and WeChat push of the graphic operation guide are performed on the non-important breakpoint.
  • a breakpoint intelligent shunt system 20 is illustrated.
  • the breakpoint smart shunt system 20 is split into one or more program modules, and one or more program modules are stored in the storage.
  • the medium is executed by one or more processors to complete the application.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program itself to describe the execution process of the breakpoint intelligent distribution system 20 in a storage medium. The following description will specifically describe the present embodiment.
  • the function of the program module :
  • the breakpoint data collection module 201 is configured to collect breakpoint data generated by the client APP.
  • the breakpoint judging module 202 is configured to judge whether the generated breakpoint data belongs to an important breakpoint.
  • the front end processing module 203 is configured to perform front end processing on important breakpoints.
  • the front-end processing module includes a front-end breakpoint classification sub-module 2031 and a front-end breakpoint processing sub-module 2032, and the front-end breakpoint classification sub-module 2031 is configured to enter the front-end processing module 203.
  • the points are classified into a front-end breakpoint, a real-time breakpoint, and a T+N breakpoint.
  • the front-end breakpoint processing sub-module 2032 is configured to separately process breakpoints that have undergone classification processing.
  • the backend processing module 204 is configured to perform backend follow-up processing on the unresolved breakpoints of the front end, the backend processing module includes a backend breakpoint allocation submodule 2041 that allocates breakpoints to the backend processing module, and A breakpoint outer caller module 2042 that processes the assigned breakpoints.
  • the embodiment provides an electronic device. It is a schematic diagram of the hardware architecture of an embodiment of the electronic device of the present application.
  • the electronic device 2 is an apparatus capable of automatically performing numerical calculation and/or information processing in accordance with an instruction set or stored in advance.
  • it can be a smartphone, a tablet, a laptop, a desktop computer, a rack server, a blade server, a tower server, or a rack server (including a stand-alone server, or a server cluster composed of multiple servers).
  • the electronic device 2 includes at least, but not limited to, a memory 21, a processor 22, a network interface 23, and a breakpoint intelligent shunt system 20 that are communicatively coupled to one another via a system bus. among them:
  • the memory 21 includes at least one type of computer readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), a random access memory (RAM), Static Random Access Memory (SRAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), Programmable Read Only Memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • the memory 21 may be an internal storage module of the electronic device 2, such as a hard disk or a memory of the electronic device 2.
  • the memory 21 may also be an external storage device of the electronic device 2, such as a plug-in hard disk equipped on the electronic device 2, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both the internal storage module of the electronic device 2 and its external storage device.
  • the memory 21 is generally used to store an operating system installed in the electronic device 2 and various application software, such as program codes of the breakpoint intelligent shunt system 20. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is typically used to control the overall operation of the electronic device 2, such as performing control and processing associated with data interaction or communication with the electronic device 2.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the breakpoint intelligent offloading system 20 and the like.
  • the network interface 23 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the electronic device 2 and other electronic devices.
  • the network interface 23 is configured to connect the electronic device 2 to an external terminal through a network, establish a data transmission channel, a communication connection, and the like between the electronic device 2 and an external terminal.
  • the network may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, or a 5G network.
  • Wireless or wired networks such as network, Bluetooth, Wi-Fi, etc.
  • Figure 5 only shows the electronic device with components 20-23, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.
  • the breakpoint intelligent offloading system 20 stored in the memory 21 may also be divided into one or more program modules, the one or more program modules being stored in the memory 21, and by one Or multiple processors (this embodiment is processor 22) are executed to complete the application.
  • FIG. 2 is a schematic diagram of a program module of the first embodiment of the breakpoint intelligent offloading system 20.
  • the breakpoint intelligent offloading system 20 can be divided into a breakpoint data collection module 201, and The point judging module 202, the front end processing module 203, and the back end processing module 204.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program to describe the execution process of the breakpoint intelligent distribution system 20 in the electronic device 2.
  • the specific functions of the program modules 201-204 are described in detail in the fourth embodiment, and details are not described herein again.
  • the embodiment provides a computer readable storage medium on which the breakpoint intelligent offloading system 20 is stored, and the breakpoint intelligent offloading system 20 is implemented by one or more processors to implement the above breakpoint Intelligent shunting method or operation of an electronic device.

Abstract

本申请公开了一种断点智能分流方法，包括以下步骤：步骤01，采集用户端APP产生的断点；步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06；步骤03，对所述重要断点进行前端处理；步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05；步骤05，对未解决的断点进行后端跟进处理；步骤06，对非重要断点进行图文操作指引的短信、微信推送。本申请的断点智能分流方法在断点跟进处理的基础上增加了前端处理方式，提高了断点处理的及时性和有效性，有利于提高用户使用APP的体验效果以及提升服务质量。

Description

断点智能分流方法、电子装置及计算机可读存储介质
本申请申明享有2017年9月28日递交的申请号为CN2017109033555、名称为“断点智能分流方法、电子装置及计算机可读存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及一种智能分流领域，特别涉及一种断点智能分流方法、电子装置及计算机可读存储介质。
背景技术
用户在手机APP上使用时，经常会遇到一些问题，引起服务中断，即形成断点，我们对于用户的问题的处理方式有很多种，比如在线帮助页面、智能机器人客服、在线人工客服、电话客服、微信指导、短信指导等。现有技术中的断点分流，主要采用将收集到的断点暂存在断点缓存器中，再从缓存器中逐渐释放断点信息至断点处理器进行处理，断点处理器采用同样的处理程序对不同的断点进行处理。无法对断点进行分类处理以及根据不同的断点类型进行针对性的处理，导致断点处理效率低。
需要说明的是，上述背景技术部分公开的信息仅用于加强对本公开的背景的理解，因此可以包括不构成对本领域普通技术人员已知的现有技术的信息。
发明内容
为了解决上述问题，本申请提供一种断点智能分流方法，包括以下步骤：
步骤01，采集用户端APP产生的断点；
步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则 进入步骤06；
步骤03，对所述重要断点进行前端处理；
步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05；
步骤05，对未解决的断点进行后端跟进处理；
步骤06，对非重要断点进行图文操作指引的短信、微信推送。
为了实现上述目的，本申请还提供一种电子装置，包括存储器和处理器，所述存储器用于存储被处理器执行所述断点智能分流系统，具体包括：
断点数据采集模块，用于采集用户端APP产生的断点数据；
断点判断模块，用于对产生的断点数据进行判断，是否属于重要的断点；
前端处理模块，用于对重要断点进行前端处理；
后端处理模块，用于对前端未解决的断点进行后端跟进处理。
为了实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质内存储有断点智能分流系统，所述断点智能分流系统可被至少一个处理器所执行，以实现如下步骤：
步骤01，采集用户端APP产生的断点；
步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06；
步骤03，对所述重要断点进行前端处理；
步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05；
步骤05，对未解决的断点进行后端跟进处理；
步骤06，对非重要断点进行图文操作指引的短信、微信推送。
本申请所能达到的技术效果为：在断点跟进处理的基础上增加了前端处理方式，提高了断点处理的及时性和有效性，有利于提高用户使用APP的体验效果以及提升服务质量。
附图说明
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述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他的附图。
图1示出了本申请断点智能分流方法一实施例的流程图。
图2示出了本申请断点智能分流系统一实施例的程序模块示意图。
图3示出了本申请断点智能分流系统又一实施例的程序模块示意图。
图4示出了本申请断点智能分流系统又一实施例的程序模块示意图。
图5示出了本申请电子装置一实施例的硬件架构示意图。
具体实施方式
下面结合附图对本申请的优选实施例进行详细阐述，以使本申请的优点和特征能更易于被本领域技术人员理解，从而对本申请的保护范围做出更为清楚明确的界定。
参阅图1，示出了一种断点智能分流方法，包括如下步骤：
步骤01，采集用户端APP产生的断点。
在该步骤中，采集用户端APP产生的断点包括采集用户在使用APP过程中，在未完成操作的情况下直接退出程序、终止程序或产生错误代码时产生的中断信号，根据产生该中断信号的业务类型划分断点的不同类型。
具体的，用户在使用APP过程中，在不同的业务模块页面可能会产生不同的操作失败现象，由于操作失败而产生相应的断点数据，如在登录注册模块会因为验证码错误或密码重置失败而产生断点数据，在保单模块会因为银行卡绑定失败或付款失败而产生断点数据，因此，在不同的业务模块产生的断点类型也不同，为了及时有效的帮助用户解决上述断点问题，需要对上 述断点数据进行采集处理。
步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06。
在该步骤中判断断点是否属于重要断点主要依据产生断点的业务类型、模块，若在一些关键业务类型或模块产生了断点，则该类断点则自动被划分为重要断点，若在一些普通业务类型或模块产生了断点，则该类断点则被划分为普通断点。
如在实际保单模块或业务咨询模块产生了断点，则该类断点为重要断点，如在登录注册模块产生了断点，则该类断点为普通断点。
由于实际使用APP的用户很多，由此产生的大量的断点数据，而这些断点数据有重要和非重要之分，而重要类的断点通常来源于关键业务模块，对于提升用户体验以及提高服务质量具有至关重要的作用，对于重要类断点应提供及时有效的解决措施方能提升用户使用APP的体验效果，因此，需要对大量的断点数据进行重要及非重要性的判断。
步骤03，对所述重要断点进行前端处理。
在该步骤中，对于重要断点的处理增加了前端处理，该前端处理包括对重要断点进行进一步分类，并根据分类后的断点类型进行处理，所述分类可根据用户在产生重点断点的基础上进一步的操作进行。
在该实施例中，用户在保险类APP端的关键业务模块操作失败后进行返回上一页面的操作时，页面会弹出可供用户选择的操作，用户选择相应的操作时则在前述重点断点的基础上进一步生成前端断点，对于形成的前端断点，根据用户选择进行智能机器人处理或人工客服处理，如用户在保单资料输入模块操作失败后，选择返回上一页面的操作时，会在当前页面弹出供用户选择的“随便逛逛”或“在线客服”，用户可根据实际需要进行选择，如用户选择“随便逛逛”，则不再外呼跟进，如用户选择“在线客服”，则由智能机器人客服跟进，若智能机器人无法处理用户疑难问题时，用户根据智能机器人 的提示选择“人工在线客服”，则由人工客服进行在线服务。
现有技术中的断点的处理通常是直接由后端系统进行跟进，由后端系统跟进的断点数据通常数据量较大，导致根据处理效率低，无法及时有效解决用户的问题，该实施例增加了前端处理方式，即在用户端即可解决的模式，一方面缓解了后端处理的压力，另一方面提高了断点处理的效率，并解决了在线客服隐藏较深，客户无法快速进入的问题。
步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05。
在所述前端处理结束后，用户端APP会收到对前端处理结果是否满意的选择操作，若用户选择“已解决”或“满意”，则该前端处理已解决所述重要断点，无需继续跟进，若用户选择“未解决”或“不满意”，则该前端处理未解决所述重要断点，未解决的断点数据继续被发送至后端跟进处理模块继续跟进处理。
步骤05，对未解决的断点进行后端跟进处理。
对进入后端处理模块的断点进行分配，并优先分配至空闲时间较长的坐席，坐席对分配至名下的用户进行外呼操作指导。
步骤06，对非重要断点进行图文操作指引的短信、微信推送。
非重要类的断点无需进入前端处理模块，而直接由系统后台发送针对该断点具体类型的图文操作指引，可通过短信、微信推送上述图文操作指引。
实施例二
步骤01，采集用户端APP产生的断点。
在该步骤中，采集用户端APP产生的断点包括采集用户在使用APP过程中，在未完成操作的情况下直接退出程序、终止程序或产生错误代码时产生的中断信号，根据产生该中断信号的业务类型划分断点的不同类型。
具体的，用户在使用保险类APP过程中，在不同的业务模块页面可能 会产生不同的操作失败现象，由于操作失败而产生相应的断点数据，如在登录注册模块会因为验证码错误或密码重置失败而产生断点数据，在保单模块会因为银行卡绑定失败或付款失败而产生断点数据，因此，在不同的业务模块产生的断点类型也不同，为了及时有效的帮助用户解决上述断点问题，需要对上述断点数据进行采集处理。
步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06。
在该步骤中判断断点是否属于重要断点主要依据产生断点的业务类型、模块，若在一些关键业务类型或模块产生了断点，则该类断点则自动被划分为重要断点，若在一些普通业务类型或模块产生了断点，则该类断点则被划分为普通断点。
如在实际保单模块或业务咨询模块产生了断点，则该类断点为重要断点，如在登录注册模块产生了断点，则该类断点为普通断点。
由于实际使用APP的用户很多，由此产生的大量的断点数据，而这些断点数据有重要和非重要之分，而重要类的断点通常来源于关键业务模块，对于提升用户体验以及提高服务质量具有至关重要的作用，对于重要类断点应提供及时有效的解决措施方能提升用户使用APP的体验效果，因此，需要对大量的断点数据进行重要及非重要性的判断。
步骤03，对所述重要断点进行前端处理。
在该步骤中，对于重要断点的处理增加了前端处理，该前端处理包括对重要断点进行进一步分类，并根据分类后的断点类型进行处理，所述分类可根据用户在产生重点断点的基础上进一步的操作进行。
在该实施例中，用户在APP端的关键业务模块操作失败后进行返回上一页面的操作时，页面会弹出可供用户选择的操作，用户选择相应的操作时则在前述重点断点的基础上进一步生成实时断点，实时类断点则需要对该类断点进行快速有效的处理，因此，对于形成的实时断点，系统则将该实时类 断点发送给断点外呼平台，由断点外呼平台将该实时类断点分配至目前空闲的坐席，由坐席立即外呼用户以提供操作指导。如用户选择“人工帮助”，则该类重要断点则被流转至断点外呼平台成为实时类断点。
现有技术中的断点的处理通常是直接由后端系统进行跟进，由后端系统跟进的断点数据通常数据量较大，导致根据处理效率低，无法及时有效解决用户的问题，该实施例增加了前端处理方式，即在用户端即可解决的模式，一方面缓解了后端处理的压力，另一方面提高了断点处理的效率，并解决了在线客服隐藏较深，客户无法快速进入的问题。
步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05。
在所述前端处理结束后，用户端APP会收到对前端处理结果是否满意的选择操作，若用户选择“已解决”或“满意”，则该前端处理已解决所述重要断点，无需继续跟进，若用户选择“未解决”或“不满意”，则该前端处理未解决所述重要断点，未解决的断点数据继续被发送至后端跟进处理模块继续跟进处理。
步骤05，对未解决的断点进行后端跟进处理。
对进入后端处理模块的断点进行分配，并优先分配至空闲时间较长的坐席，坐席对分配至名下的用户进行外呼操作指导。
步骤06，对非重要断点进行图文操作指引的短信、微信推送。
非重要类的断点无需进入前端处理模块，而直接由系统后台发送针对该断点具体类型的图文操作指引，可通过短信、微信推送上述图文操作指引。
实施例三
步骤01，采集用户端APP产生的断点。
在该步骤中，采集用户端APP产生的断点包括采集用户在使用APP过 程中，在未完成操作的情况下直接退出程序、终止程序或产生错误代码时产生的中断信号，根据产生该中断信号的业务类型划分断点的不同类型。
具体的，用户在使用APP过程中，在不同的业务模块页面可能会产生不同的操作失败现象，由于操作失败而产生相应的断点数据，如在登录注册模块会因为验证码错误或密码重置失败而产生断点数据，在保单模块会因为银行卡绑定失败或付款失败而产生断点数据，因此，在不同的业务模块产生的断点类型也不同，为了及时有效的帮助用户解决上述断点问题，需要对上述断点数据进行采集处理。
步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤05。
在该步骤中判断断点是否属于重要断点主要依据产生断点的业务类型、模块，若在一些关键业务类型或模块产生了断点，则该类断点则自动被划分为重要断点，若在一些普通业务类型或模块产生了断点，则该类断点则被划分为普通断点。
如在实际保单模块或业务咨询模块产生了断点，则该类断点为重要断点，如在登录注册模块产生了断点，则该类断点为普通断点。
由于实际使用APP的用户很多，由此产生的大量的断点数据，而这些断点数据有重要和非重要之分，而重要类的断点通常来源于关键业务模块，对于提升用户体验以及提高服务质量具有至关重要的作用，对于重要类断点应提供及时有效的解决措施方能提升用户使用APP的体验效果，因此，需要对大量的断点数据进行重要及非重要性的判断。
步骤03，对所述重要断点进行前端处理。
在该步骤中，对于重要断点的处理增加了前端处理，该前端处理包括对重要断点进行进一步分类，并根据分类后的断点类型进行处理，所述分类可根据用户在产生重点断点的基础上进一步的选择操作进行。
在该实施例中，若用户未进行任何选择操作，则产生T+N小时断点， 该类断点数据则被发送至后端跟进处理模块进行处理。
步骤04，对未解决的断点进行后端跟进处理。
对于T+N小时断点，由前端处理模块直接发送至后端的断点外呼模块进行断点外呼处理。
在一个较佳实施例中，所述断点外呼模块对T+N小时断点进一步分类，根据是否与资金、银行卡相关分为财务类断点和非财务类断点，对于财务类断点，则直接流转至人工电话呼出，对于非财务类断点，则进行微信、短信的图文操作指引，若用户未选择图文操作指引服务，则在次日通过人工电话呼出。
步骤05，对非重要断点进行图文操作指引的短信、微信推送。
实施例四
参阅图2-4，示出了一种断点智能分流系统20，在本实施例中，断点智能分流系统20被分割成一个或多个程序模块，一个或者多个程序模块被存储于存储介质中，并由一个或多个处理器所执行，以完成本申请。本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序本身更适合描述断点智能分流系统20在存储介质中的执行过程，以下描述将具体介绍本实施例各程序模块的功能：
断点数据采集模块201，用于采集用户端APP产生的断点数据。
断点判断模块202，用于对产生的断点数据进行判断，是否属于重要的断点。
前端处理模块203，用于对重要断点进行前端处理。
在一个较佳实施例中，所述前端处理模块包括：前端断点分类子模块2031和前端断点处理子模块2032，所述前端断点分类子模块2031用于对进入前端处理模块203的断点进行分类，分成前端断点、实时断点和T+N时断点，所述前端断点处理子模块2032用于对进过分类处理的断点分别进行 处理。
后端处理模块204，用于对前端未解决的断点进行后端跟进处理，所述后端处理模块包括对进入后端处理模块的断点进行分配的后端断点分配子模块2041以及对分配后的断点进行处理的断点外呼子模块2042。
实施例五
参阅图5，本实施例提供一种电子装置。是本申请电子装置一实施例的硬件架构示意图。本实施例中，所述电子装置2是一种能够按照事先设定或者存储的指令，自动进行数值计算和/或信息处理的设备。例如，可以是智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。如图所示，所述电子装置2至少包括，但不限于，可通过系统总线相互通信连接存储器21、处理器22、网络接口23、以及断点智能分流系统20。其中：
所述存储器21至少包括一种类型的计算机可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器21可以是所述电子装置2的内部存储模块，例如该电子装置2的硬盘或内存。在另一些实施例中，所述存储器21也可以是所述电子装置2的外部存储设备，例如该电子装置2上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，所述存储器21还可以既包括所述电子装置2的内部存储模块也包括其外部存储设备。本实施例中，所述存储器21通常用于存储安装于所述电子装置2 的操作系统和各类应用软件，例如所述断点智能分流系统20的程序代码等。此外，所述存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制所述电子装置2的总体操作，例如执行与所述电子装置2进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器22用于运行所述存储器21中存储的程序代码或者处理数据，例如运行所述的断点智能分流系统20等。
所述网络接口23可包括无线网络接口或有线网络接口，该网络接口23通常用于在所述电子装置2与其他电子装置之间建立通信连接。例如，所述网络接口23用于通过网络将所述电子装置2与外部终端相连，在所述电子装置2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
需要指出的是，图5仅示出了具有部件20-23的电子装置，但是应理解的是，并不要求实施所有示出的部件，可以替代的实施更多或者更少的部件。
在本实施例中，存储于存储器21中的所述断点智能分流系统20还可以被分割为一个或者多个程序模块，所述一个或者多个程序模块被存储于存储器21中，并由一个或多个处理器(本实施例为处理器22)所执行，以完成本申请。
例如，图2示出了所述断点智能分流系统20第一实施例的程序模块示 意图，该实施例中，所述基于断点智能分流系统20可以被划分为断点数据采集模块201、断点判断模块202、前端处理模块203以及后端处理模块204。其中，本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序更适合于描述所述断点智能分流系统20在所述电子装置2中的执行过程。所述程序模块201-204的具体功能在实施例四中已有详细描述，在此不再赘述。
实施例六
本实施例提供一种计算机可读存储介质，该计算机可读存储介质上存储有所述断点智能分流系统20，该断点智能分流系统20被一个或多个处理器执行时实现上述断点智能分流方法或电子装置的操作。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (15)

  1. 一种断点智能分流方法，其特征在于，包括以下步骤：
    步骤01，采集用户端APP产生的断点；
    步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06；
    步骤03，对所述重要断点进行前端处理；
    步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05；
    步骤05，对未解决的断点进行后端跟进处理；
    步骤06，对非重要断点进行图文操作指引的短信、微信推送。
  2. 根据权利要求1所述的断点智能分流方法，其特征在于，步骤03中的前端处理包括：对进行前端处理的断点进行分类，包括前端断点、实时断点和T+N时断点。
  3. 根据权利要求2中所述的断点智能分流方法，其特征在于，步骤03中的前端处理还包括：对所述前端断点进行智能机器人处理或人工客服处理。
  4. 根据权利要求2中所述的断点智能分流方法，其特征在于，步骤03中的前端处理还包括：对所述实时断点和T+N时类断点进行坐席外呼处理。
  5. 根据权利要求4中所述的断点智能分流方法，其特征在于，所述坐席外呼处理包括：对进行坐席外呼处理的断点进行分类，包括财务类断点和非财务类断点，对所述财务类断点，进行人工电话呼出处理，对所述非财务类断点，进行短信、微信推送操作指引处理。
  6. 根据权利要求1中的断点智能分流方法，其特征在于，所述后端跟进处理包括：将进入后端处理的断点分配至空闲坐席，坐席外呼该断点对应的用户进行操作指引。
  7. 一种电子装置，包括存储器和处理器，其特征在于，所述存储器用于存储被处理器执行所述断点智能分流系统，所述断点智能分流系统包括：
    断点数据采集模块，用于采集用户端APP产生的断点数据；
    断点判断模块，用于对产生的断点数据进行判断，是否属于重要的断点；
    前端处理模块，用于对重要断点进行前端处理；
    后端处理模块，用于对前端未解决的断点进行后端跟进处理。
  8. 根据权利要求7所述的电子装置，其特征在于：
    所述前端处理模块包括：前端断点分类子模块和前端断点处理子模块，所述前端断点分类子模块用于对进入前端处理模块的断点进行分类，分成前端断点、实时断点以及T+N时断点，所述前端断点处理子模块用于对进过分类处理的断点分别进行处理。
  9. 根据权利要求7所述的电子装置，其特征在于：所述后端处理模块包括对进入后端处理模块的断点进行分配的断点分配子模块以及对分配后的断点进行处理的断点外呼子模块。
  10. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有断点智能分流系统，所述断点智能分流系统可被至少一个处理器所执行，以实现如下步骤：
    步骤01，采集用户端APP产生的断点；
    步骤02，判断该断点是否属于重要断点，若是则进入步骤03，若否则进入步骤06；
    步骤03，对所述重要断点进行前端处理；
    步骤04，判断该前端处理是否解决所述断点，若解决则不再跟进，若未解决则进入步骤05；
    步骤05，对未解决的断点进行后端跟进处理；
    步骤06，对非重要断点进行图文操作指引的短信、微信推送。
  11. 根据权利要求10所述的计算机可读存储介质，其特征在于，步骤03中的前端处理包括：对进行前端处理的断点进行分类，包括前端断点、实时断点和T+N时断点。
  12. 根据权利要求11中所述的计算机可读存储介质，其特征在于，步骤03中的前端处理还包括：对所述前端断点进行智能机器人处理或人工客服处理。
  13. 根据权利要求11中所述的计算机可读存储介质，其特征在于，步骤03中的前端处理还包括：对所述实时断点和T+N时类断点进行坐席外呼处理。
  14. 根据权利要求13中所述的计算机可读存储介质，其特征在于，所述坐席外呼处理包括：对进行坐席外呼处理的断点进行分类，包括财务类断点和非财务类断点，对所述财务类断点，进行人工电话呼出处理，对所述非财务类断点，进行短信、微信推送操作指引处理。
  15. 根据权利要求10中所述的计算机可读存储介质，其特征在于，所述后端跟进处理包括：将进入后端处理的断点分配至空闲坐席，坐席外呼该断点对应的用户进行操作指引。
PCT/CN2018/076528 2017-09-28 2018-02-12 断点智能分流方法、电子装置及计算机可读存储介质 WO2019061998A1 (zh)

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