WO2019062082A1 - 一种断点数据跟进方法、电子装置及计算机可读存储介质 - Google Patents

一种断点数据跟进方法、电子装置及计算机可读存储介质 Download PDF

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WO2019062082A1
WO2019062082A1 PCT/CN2018/083090 CN2018083090W WO2019062082A1 WO 2019062082 A1 WO2019062082 A1 WO 2019062082A1 CN 2018083090 W CN2018083090 W CN 2018083090W WO 2019062082 A1 WO2019062082 A1 WO 2019062082A1
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Prior art keywords
breakpoint
data
follow
breakpoint data
type
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PCT/CN2018/083090
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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 WO2019062082A1 publication Critical patent/WO2019062082A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
    • H04L41/5074—Handling of user complaints or trouble tickets

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  • the present application relates to a method for processing a breakpoint, and more particularly to a method for following a breakpoint data, an electronic device, and a computer readable storage medium.
  • breakpoint processing mainly uses the collected breakpoint to be temporarily stored in the breakpoint buffer, and then gradually releases the breakpoint information from the buffer to the breakpoint processor for processing, and the breakpoint processor adopts the same
  • the processing program processes different breakpoints, does not classify the breakpoints, and performs targeted processing according to different types of breakpoints, resulting in low efficiency of breakpoint processing.
  • the purpose of the present application is to provide a method for following a breakpoint data, an electronic device, and a computer readable storage medium, thereby overcoming the problems existing in the prior art to some extent.
  • the application provides a method for following a breakpoint data, comprising the following steps:
  • Step 01 collect breakpoint data, configure breakpoint coding,
  • the breakpoint data is an interrupt signal formed by the user after the operation of the client APP fails, and the breakpoint code is a corresponding breakpoint code set according to a specific type of the interrupt signal;
  • Step 02 determining whether the breakpoint data needs to be followed up, if yes, proceeding to step 03, if otherwise,
  • Step 03 Perform follow-up processing on the breakpoint data.
  • the present application also provides an electronic device including a memory and a processor for storing a breakpoint data follow-up system executed by the processor, the breakpoint data tracking system comprising:
  • a breakpoint acquisition module for collecting breakpoint data and setting a corresponding breakpoint code for each type of breakpoint data
  • the breakpoint judging module is configured to judge whether the collected breakpoint data needs the system background follow-up processing, and if necessary, send to the background follow-up processing, and if not, end the follow-up;
  • the breakpoint processing module is used to extract breakpoint data that needs to be processed in turn, and to perform follow-up mode configuration according to different breakpoint types.
  • the present application also provides a computer storage medium having stored therein a breakpoint data follow-up system, the breakpoint data follow-up system being executable by at least one processor to implement the following steps:
  • Step 01 collect breakpoint data, configure breakpoint coding,
  • the breakpoint data is an interrupt signal formed by the user after the operation of the client APP fails, and the breakpoint code is a corresponding breakpoint code set according to a specific type of the interrupt signal;
  • Step 02 determining whether the breakpoint data needs to be followed up, if yes, proceeding to step 03, if otherwise,
  • Step 03 Perform follow-up processing on the breakpoint data.
  • the beneficial effects of the present application include: setting different follow-up processing methods according to different types of breakpoint data, which is beneficial to improving the timeliness and effectiveness of the processing of the breakpoint problem, improving the user experience of the user using the APP, and improving the success rate of the business processing. .
  • FIG. 1 is a flow chart showing an embodiment of a method for following a breakpoint data in the present application.
  • FIG. 2 is a schematic diagram showing the program modules of an embodiment of the breakpoint data follow-up system of the present application.
  • FIG. 3 is a schematic diagram showing a program module of still another embodiment of the breakpoint data following system of the present application.
  • FIG. 4 is a schematic diagram of a program module of still another embodiment of the breakpoint data follow-up 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 method for following a breakpoint data is shown, which includes the following steps:
  • step 01 the breakpoint data is collected and the breakpoint code is configured.
  • the breakpoint data is an interrupt signal formed by the user after the client APP fails to operate, and includes an interrupt signal generated when the program is directly exited, the program is terminated, or an error code is generated, if the operation is not completed.
  • the breakpoint code is a corresponding breakpoint code set according to the specific type of the interrupt signal.
  • the breakpoint code can be XWID coded, and is composed of letters and numbers. For example, the XWID can be set for the breakpoint of “failed to obtain SMS verification code”. The code is "CRM0000001", and the XWID code can be set to "CRM001006958640" for the "Customer Data Change" breakpoint.
  • 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.
  • the above-mentioned breakpoint data needs to be collected and processed, and corresponding category codes are set for different types of breakpoint data to facilitate data processing in the background.
  • step 02 it is judged whether the breakpoint data needs to be followed up, and if yes, the process proceeds to step 03, and if not, the process ends.
  • the collected breakpoint data is type-recognized, and the breakpoint data type that is followed up according to the preset needs to be filtered, including identifying the type of the breakpoint collected by the recognition module and being a breakpoint that needs to be followed up.
  • the data setting label sends the breakpoint data to the screening module, and the screening module selects the breakpoint data that needs to be followed according to the label to be sent to the breakpoint processing module for follow-up processing, and ends the breakpoint data without follow-up processing.
  • Follow-up processing in one step.
  • the breakpoint formed by the data is recognized as a type without a follow-up type, such as a breakpoint generated by the user in the operation of the policy module and the health module.
  • the breakpoint is recognized by the system as requiring a follow-up type.
  • Step 03 Perform follow-up processing on the breakpoint data.
  • the follow-up processing of the breakpoint data includes the extraction of the breakpoint data to be followed up and the configuration of the follow-up mode. Since the amount of the breakpoint data to be followed up is large and the type is large, it needs to be followed up. The processed breakpoint data is further subdivided.
  • the extracting of the breakpoint data includes scanning the breakpoint data to be processed after the interval, and selecting the breakpoint data that the user intentionally needs to provide support.
  • the breakpoint extraction system scans the breakpoint data to be extracted every 20 seconds, and takes priority. Extract the breakpoint data that the customer intends to provide support for the agent, mark such data with special marks, and send such specially marked breakpoint data to the breakpoint configuration submodule.
  • the breakpoint extraction system automatically extracts a certain number of breakpoint data for the time period, and sorts according to the principle of back-to-first call. Meanwhile, if the current time period data is insufficient to meet the agent call request, the system will Automatically extract data that has not been called out in the previous period to supplement.
  • the breakpoint follow-up mode is configured according to the type of the breakpoint data, and the breakpoint follow-up manner includes a call by phone, a WeChat, and an SMS message operation guide push, such as a breakpoint type being a real-time breakpoint, and the real-time breakpoint
  • the follow-up method is for the user who dials the real-time breakpoint on the phone, and combines WeChat and SMS to carry out the text and operation guide.
  • the processing method for the real-time breakpoint specifically includes: immediately making a call to the user, and assigning it to the idle seat, providing operation guidance for the user, and pushing the graphic operation guide for the WeChat and the short message, directly reaching the user's mobile phone, and according to the user's Feedback real-time adjustment of graphic operation guidelines, WeChat push is to obtain the customer's micro-signal from WeChat public number, and then use the public number to push the template message to the customer.
  • the short message push is the interface service that the system directly calls the short message to send to the user's mobile phone. No.
  • the breakpoint type is non-real-time breakpoint
  • the non-real-time breakpoint follow-up mode is WeChat, SMS text operation guide push, wherein the real-time and non-real-time breakpoints are based on whether the service module that generates the breakpoint is The core service, if it is a breakpoint generated by the core business module, the breakpoint is a real-time breakpoint. If it is not a breakpoint generated by the core business, the breakpoint is a non-real-time breakpoint.
  • breakpoint data Due to the large number of users actually using the APP, a large amount of breakpoint data is generated, and these breakpoint data are divided into real-time classes and non-real-time classes, and the breakpoints of the real-time class are usually derived from the core business modules for improving the user experience. And to improve the quality of service is of vital importance, for real-time type breakpoints should provide timely and effective solutions, therefore, for real-time type breakpoints provide a variety of follow-up methods including phone, SMS, WeChat, and improve Users experience the experience of the APP and improve the success rate of business processing.
  • step 01 the breakpoint data is collected and the breakpoint code is configured.
  • the breakpoint data is an interrupt signal formed by the user after the client APP fails to operate, and includes an interrupt signal generated when the program is directly exited, the program is terminated, or an error code is generated, if the operation is not completed.
  • the breakpoint code is a corresponding breakpoint code set according to the specific type of the interrupt signal.
  • the breakpoint code can be XWID coded, and is composed of letters and numbers. For example, the XWID can be set for the breakpoint of “failed to obtain SMS verification code”. The code is "CRM0000001", and the XWID code can be set to "CRM001006958640" for the "Customer Data Change" breakpoint.
  • 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.
  • the above-mentioned breakpoint data needs to be collected and processed, and corresponding category codes are set for different types of breakpoint data to facilitate data processing in the background.
  • step 02 it is judged whether the breakpoint data needs to be followed up, and if yes, the process proceeds to step 03, and if not, the process ends.
  • the collected breakpoint data is type-recognized, and the breakpoint data type that is followed up according to the preset needs to be filtered, including identifying the type of the breakpoint collected by the recognition module and being a breakpoint that needs to be followed up.
  • the data setting label sends the breakpoint data to the screening module, and the screening module selects the breakpoint data that needs to be followed according to the label to be sent to the breakpoint processing module for follow-up processing, and ends the breakpoint data without follow-up processing.
  • Follow-up processing in one step.
  • the breakpoint formed by the data is recognized as a type without a follow-up type, such as a breakpoint generated by the user in the operation of the policy module and the health module.
  • the breakpoint is recognized by the system as requiring a follow-up type.
  • Step 03 Perform follow-up processing on the breakpoint data.
  • the follow-up processing of the breakpoint data includes the extraction of the breakpoint data to be followed up and the configuration of the follow-up mode. Since the amount of the breakpoint data to be followed up is large and the type is large, it needs to be followed up. The processed breakpoint data is further subdivided.
  • the extracting of the breakpoint data includes scanning the breakpoint data to be processed after the interval, and selecting the breakpoint data that the user intentionally needs to provide support.
  • the breakpoint extraction system scans the breakpoint data pool every 20 seconds, and preferentially extracts the client. Intent to provide support for breakpoint data, specialize such data, and send such specially marked breakpoint data to the breakpoint configuration submodule.
  • the breakpoint follow-up mode is configured according to the type of the breakpoint data, and the breakpoint follow-up manner includes a call by phone, a WeChat, and a short message operation guide push, such as a breakpoint type being a financial class breakpoint, and a financial break.
  • Points such as: failure of funds transfer, failure of funds transfer, failure to unbind bank cards, such breakpoints flow directly to manual calls; non-financial breakpoints, if the customer's micro-signal has been collected, the graphics will operate The guide is pushed to the user through WeChat. Otherwise, the HTML5 graphic link is sent to the user's mobile phone through SMS. If the customer does not click the graphic operation guide in WeChat/SMS, the call will be made through the manual telephone the next day.
  • breakpoint data follow-up system 20 is illustrated.
  • the breakpoint data follow-up system 20 is split into one or more program modules, and one or more program modules are stored.
  • the invention is implemented in a storage medium and executed by one or more processors.
  • a program module as used herein refers to a series of computer program instructions that are capable of performing a particular function. The following description will specifically describe the functions of each program module of this embodiment:
  • the breakpoint acquisition module 201 is configured to collect breakpoint data, and set a corresponding breakpoint code for each type of breakpoint data, where the breakpoint data is an interrupt signal formed by the user after the client APP fails to operate, including The interrupt signal generated when the program is directly exited, terminated, or generated when the error code is generated, the breakpoint code is a corresponding XWID code set according to the specific type of the interrupt signal, and the breakpoint acquisition module will collect The resulting breakpoint data and the corresponding breakpoint code are sent to the breakpoint determination module 202.
  • the breakpoint judging module 202 is configured to judge whether the collected breakpoint data needs system background follow-up processing, and if necessary, send to the background follow-up processing, and if not, end the follow-up.
  • the determining module 202 includes a breakpoint identifying sub-module 2021 and a breakpoint screening sub-module 2022, and the breakpoint identifying sub-module 2021 is configured to identify whether the breakpoint data belongs to a follow-up Type, and set a label for the breakpoint data that needs to be followed, and send the breakpoint data to the filter sub-module, and the breakpoint filter sub-module 2022 is configured to select and send the breakpoint data of the set label to the breakpoint processing module. 203. If the breakpoint data generated by the user fails to log in to the registration module operation, the breakpoint formed by the data is recognized by the identification submodule as no need for a follow-up type. For example, if the user generates a breakpoint in the operation of the policy module and the health module, the class The breakpoint is identified by the identified submodule as requiring a follow-up type.
  • the breakpoint processing module 203 is configured to extract breakpoint data that needs to be followed up, and perform follow-up mode configuration according to different breakpoint types.
  • the breakpoint processing module 203 includes: a breakpoint extraction sub-module 2031, a breakpoint configuration sub-module 2032, and the breakpoint extraction sub-module 2031 is configured to be processed from time to time for each interval of time.
  • the breakpoint data is selected from the breakpoint data that the user intends to provide support, and the breakpoint configuration sub-module 2032 is configured to configure different follow-up processing manners according to different types of breakpoint data.
  • the breakpoint extraction sub-module scans the breakpoint data to be extracted every 20 seconds, preferentially extracts the breakpoint data that the customer intends to provide support for the agent, puts such data on a special mark, and puts such a special mark on the breakpoint data. Send to the breakpoint configuration sub-module 2032.
  • the follow-up mode of the breakpoint configuration sub-module 2032 for different types of breakpoint data configuration includes a call out, a WeChat, and a short message operation guide push.
  • the breakpoint type is a real-time breakpoint
  • the follow-up manner of the real-time breakpoint is The user dials the user of the real-time breakpoint, and combines WeChat and SMS to carry out the graphic operation guide.
  • the processing method for the real-time breakpoint specifically includes: immediately making a call to the user, and assigning it to the idle seat, providing operation guidance for the user, and pushing the graphic operation guide for the WeChat and the short message, directly reaching the user's mobile phone, and according to the user's Feedback real-time adjustment of graphic operation guidelines, WeChat push is to obtain the customer's micro-signal from WeChat public number, and then use the public number to push the template message to the customer.
  • the short message push is the interface service that the system directly calls the short message to send to the user's mobile phone. No. Send a text message.
  • the breakpoint type is a financial class breakpoint
  • the financial breakpoints such as: the failure of funds transfer, the failure of funds transfer, the failure to unbind the bank card, the breakpoints directly flow to the manual call; the non-financial breakpoints, If the customer's micro-signal has been collected, the graphic operation guide is pushed to the user through WeChat; otherwise, the HTML5 graphic link is sent to the user's mobile phone through the short message, and the customer does not click the graphic operation guide in the WeChat/SMS message. Then call out by manual phone the next day.
  • 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 data follow-up 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 types of application software, such as program code of the breakpoint data follow-up 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 data tracking 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 data tracking 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 One or more processors (this embodiment is processor 22) are executed to complete the application.
  • FIG. 3 is a schematic diagram of a program module of the first embodiment of the breakpoint data tracking system 20.
  • the breakpoint data tracking system 20 can be divided into a breakpoint acquisition module 201, The breakpoint determination module 202 and the breakpoint processing module 203.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function. The specific functions of the program modules 201-203 are described in detail in the third embodiment, and details are not described herein again.
  • the embodiment provides a computer readable storage medium having the breakpoint data tracking system 20 stored thereon, the breakpoint data tracking system 20 being implemented by one or more processors to implement the above Breakpoint intelligent shunting method or operation of an electronic device.

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Abstract

本申请公开了一种断点数据跟进方法，包括如下步骤：步骤01，采集断点数据，配置断点编码，断点数据为用户在客户端APP操作失败后形成的中断信号，所述断点编码为根据中断信号的具体类型设定的相应的断点编码；步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束，识别所述断点数据的类型，根据所述断点数据的类型进行筛选；步骤03，对所述断点数据进行跟进处理。本申请针对不同各类型的断点数据提供不同的跟进方式，有利于提升用户使用APP的体验效果以及提高业务办理成功率。

Description

一种断点数据跟进方法、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201710915979.9、名称为“一种断点数据跟进方法、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
本申请涉及一种断点处理方法，特别涉及一种断点数据跟进方法、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。现有技术中的断点处理，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，没有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
本申请的目的在于提供一种断点数据跟进方法、电子装置以及计算机可 读存储介质，进而在一定程度上克服现有技术中存在的问题。
本申请是通过下述技术方案来解决上述技术问题：
本申请提供一种断点数据跟进方法，包括如下步骤：
步骤01，采集断点数据，配置断点编码，
断点数据为用户在客户端APP操作失败后形成的中断信号，所述断点编码为根据中断信号的具体类型设定的相应的断点编码；
步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束，
识别所述断点数据的类型，根据所述断点数据的类型进行筛选；
步骤03，对所述断点数据进行跟进处理。
本申请还提供了一种电子装置，包括存储器和处理器，所述存储器用于存储被处理器执行的断点数据跟进系统，所述断点数据跟进系统包括：
断点采集模块，用于采集断点数据，并为每种类型的断点数据设置相应的断点编码；
断点判断模块，用于判断采集到的断点数据是否需要系统后台跟进处理，若需要则发送至后台跟进处理，若不需要则结束跟进；
断点处理模块，用于对需要跟进处理的断点数据进行抽取，并根据不同的断点类型进行跟进方式的配置。
本申请还提供了一种计算机存储介质，所述计算机可读存储介质内存储有断点数据跟进系统，所述断点数据跟进系统可被至少一个处理器所执行，以实现以下步骤：
步骤01，采集断点数据，配置断点编码，
断点数据为用户在客户端APP操作失败后形成的中断信号，所述断点编码为根据中断信号的具体类型设定的相应的断点编码；
步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束，
识别所述断点数据的类型，根据所述断点数据的类型进行筛选；
步骤03，对所述断点数据进行跟进处理。
本申请的有益效果包括：根据断点数据的不同类型设置不同的跟进处理方式，有利于提高断点问题处理的及时性和有效性，提升客户使用APP的用户体验以及提高业务办理的成功率。
附图说明
图1示出了本申请断点数据跟进方法一实施例的流程图。
图2示出了本申请断点数据跟进系统一实施例的程序模块示意图。
图3示出了本申请断点数据跟进系统又一实施例的程序模块示意图。
图4示出了本申请断点数据跟进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
实施例一
参阅图1，示出了一种断点数据跟进方法，包括如下步骤：
步骤01，采集断点数据，配置断点编码。
在该步骤中，所述断点数据为用户在客户端APP操作失败后形成的中断信号，包括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，所述断点编码为根据中断信号的具体类型设定的相应的断点编码，该断点编码可为XWID编码，由字母和数字组成，如对于“获取短信验证码失败”的断点可设置其XWID编码为“CRM0000001”，对于“客户资料变更”断点可设置其XWID编码为“CRM001006958640”。
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，并对不同类型的断点数据设置相应的类别编码以便于后台进行数据处理。
步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束。
该步骤中，对采集到的断点数据进行类型识别，根据预设的需要跟进的断点数据类型进行筛选，包括通过识别模块对采集的断点类型进行识别并为需要跟进的断点数据设定标签，将断点数据发送至筛选模块，筛选模块根据标签选择需要跟进的断点数据发送至断点处理模块进行跟进处理，而对于无需跟进处理的断点数据则结束下一步的跟进处理。
具体的，如用户在登录注册模块操作失败产生的断点数据，则该类数据形成的断点被识别为无需跟进类型，如用户在保单模块和健康模块的操作产生断点，则该类断点被系统识别为需要跟进类型。
步骤03，对所述断点数据进行跟进处理。
在该步骤中，断点数据的跟进处理包括对待跟进的断点数据进行抽取以及跟进方式的配置，由于需跟进处理的断点数据量较大且类型较多，需要待跟进处理的断点数据进行进一步的细分。
其中断点数据的抽取包括间隔一段时间扫描待跟进处理的断点数据，选取用户有意向需要提供支持的断点数据，如断点抽取系统每20秒扫描一次待抽取的断点数据，优先抽取客户有意向让坐席提供支持的断点数据，将此类数据打上特殊标记，并将此类打上特殊标记的断点数据发送至断点配置子模块。
在其他实施方式中，断点抽取系统自动抽取该时间段的一定数量的断点数据，并按后到先呼的原则排序，同时，若当前时间段数据不足以满足坐席发呼需求，系统会自动抽取上一时间段未呼出的数据来补充。
断点跟进方式根据所述断点数据的类型进行配置，所述断点跟进方式包括电话呼出、微信、短信图文操作指引推送，如断点类型为实时断点，所述实时断点的跟进方式为电话拨打实时断点的用户，并结合微信、短信进行图文操作指引推送。对于实时断点的处理方式具体包括：立即给用户拨打电话，并分配至空闲坐席，为用户提供操作指导，并针对微信和短信进行图文操作指引的推送，直达用户手机，并且可以根据用户的反馈实时调整图文操作指引，微信的推送是从微信公众号上获取客户的微信号，然后用公众号向客户推送模板消息，短信的推送是系统直接调用短信发送的接口服务，向用户的手机号发送短信，若断点类型为非实时断点，所述非实时断点的跟进方式为微信、短信图文操作指引推送，其中实时与非实时断点根据产生断点的业务模块是否为核心业务，若为核心业务模块产生的断点，则该类断点为实时断点，若非核心业务产生的断点，则该类断点为非实时断点。
由于实际使用APP的用户很多，由此产生的大量的断点数据，而这些断点数据有实时类和非实时类之分，而实时类的断点通常来源于核心业务模块，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，对于实时类断点应提供及时有效的解决措施，因此，针对实时类断点提供包括电话、短信、微信在内的多种跟进方式配合处理，提升用户使用APP的体验效果以及提高业务办理成功率。
实施例二
步骤01，采集断点数据，配置断点编码。
在该步骤中，所述断点数据为用户在客户端APP操作失败后形成的中断信号，包括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，所述断点编码为根据中断信号的具体类型设定的相应的断点编码，该断点编码可为XWID编码，由字母和数字组成，如对于“获取短信验证码失败”的断点可设置其XWID编码为“CRM0000001”，对于“客户资料变更”断点可设置其XWID编码为“CRM001006958640”。
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，并对不同类型的断点数据设置相应的类别编码以便于后台进行数据处理。
步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束。
该步骤中，对采集到的断点数据进行类型识别，根据预设的需要跟进的断点数据类型进行筛选，包括通过识别模块对采集的断点类型进行识别并为需要跟进的断点数据设定标签，将断点数据发送至筛选模块，筛选模块根据标签选择需要跟进的断点数据发送至断点处理模块进行跟进处理，而对于无需跟进处理的断点数据则结束下一步的跟进处理。
具体的，如用户在登录注册模块操作失败产生的断点数据，则该类数据形成的断点被识别为无需跟进类型，如用户在保单模块和健康模块的操作产生断点，则该类断点被系统识别为需要跟进类型。
步骤03，对所述断点数据进行跟进处理。
在该步骤中，断点数据的跟进处理包括对待跟进的断点数据进行抽取以及跟进方式的配置，由于需跟进处理的断点数据量较大且类型较多，需要待跟进处理的断点数据进行进一步的细分。
其中断点数据的抽取包括间隔一段时间扫描待跟进处理的断点数据，选 取用户有意向需要提供支持的断点数据，如断点抽取系统每20秒扫描一次断点数据池，优先抽取客户有意向让坐席提供支持的断点数据，将此类数据打上特殊标记，并将此类打上特殊标记的断点数据发送至断点配置子模块。
断点跟进方式根据所述断点数据的类型进行配置，所述断点跟进方式包括电话呼出、微信、短信图文操作指引推送，如断点类型为财务类类断点，财务类断点如：资金转入失败，资金转出失败，解绑银行卡失败，该类断点直接流转至人工电话呼出；非财务类断点，若已采集到客户的微信号，则将图文操作指引通过微信推送给用户，否则，通过短信发送HTML5图文链接到用户手机，对于客户未点击微信/短信中的图文操作指引的情况，则在次日通过人工电话呼出。
实施例三
参阅图2-4，示出了一种断点数据跟进系统20，在本实施例中，断点数据跟进系统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。以下描述将具体介绍本实施例各程序模块的功能：
断点采集模块201，用于采集断点数据，并为每种类型的断点数据设置相应的断点编码，所述断点数据为用户在客户端APP操作失败后形成的中断信号，包括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，所述断点编码为根据中断信号的具体类型设定的相应的XWID编码，所述断点采集模块将采集到的断点数据以及相应的断点编码发送至断点判断模块202。
断点判断模块202，用于判断采集到的断点数据是否需要系统后台跟进处理，若需要则发送至后台跟进处理，若不需要则结束跟进。
在一个较佳实施例中，所述判断模块202包括断点识别子模块2021和 断点筛选子模块2022，所述断点识别子模块2021用于识别所述断点数据是否属于需要跟进的类型，并为需要跟进的断点数据设置标签，将断点数据发送至筛选子模块，所述断点筛选子模块2022用于将设置标签的断点数据进行选取并发送至断点处理模块203。如用户在登录注册模块操作失败产生的断点数据，则该类数据形成的断点被识别子模块识别为无需跟进类型，如用户在保单模块和健康模块的操作产生断点，则该类断点被识别子模块识别为需要跟进类型。
断点处理模块203，用于对需要跟进处理的断点数据进行抽取，并根据不同的断点类型进行跟进方式的配置。
在一个较佳实施例中，所述断点处理模块203包括：断点抽取子模块2031、断点配置子模块2032，所述断点抽取子模块2031用于每间隔一段时间从待跟进处理的断点数据中选取用户有意向需要提供支持的断点数据，所述断点配置子模块2032用于根据不同类型的断点数据配置不同的跟进处理方式。断点抽取子模块每20秒扫描一次待抽取的断点数据，优先抽取客户有意向让坐席提供支持的断点数据，将此类数据打上特殊标记，并将此类打上特殊标记的断点数据发送至断点配置子模块2032。
断点配置子模块2032为不同类型的断点数据配置的跟进方式包括电话呼出、微信、短信图文操作指引推送，如断点类型为实时断点，所述实时断点的跟进方式为电话拨打实时断点的用户，并结合微信、短信进行图文操作指引推送。对于实时断点的处理方式具体包括：立即给用户拨打电话，并分配至空闲坐席，为用户提供操作指导，并针对微信和短信进行图文操作指引的推送，直达用户手机，并且可以根据用户的反馈实时调整图文操作指引，微信的推送是从微信公众号上获取客户的微信号，然后用公众号向客户推送模板消息，短信的推送是系统直接调用短信发送的接口服务，向用户的手机号发送短信。如断点类型为财务类类断点，财务类断点如：资金转入失败，资金转出失败，解绑银行卡失败，该类断点直接流转至人工电话呼出；非财 务类断点，若已采集到客户的微信号，则将图文操作指引通过微信推送给用户，否则，通过短信发送HTML5图文链接到用户手机，对于客户未点击微信/短信中的图文操作指引的情况，则在次日通过人工电话呼出。
实施例四
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、以及断点数据跟进系统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，例如所述断点数据跟进系统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数据跟进系统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中的所述断点数据跟进系统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3示出了所述断点数据跟进系统20第一实施例的程序模块示意图，该实施例中，所述基于断点数据跟进系统20可以被划分为断点采集 模块201、断点判断模块202、断点处理模块203。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。所述程序模块201-203的具体功能在实施例三中已有详细描述，在此不再赘述。
实施例五
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数据跟进系统20，该断点数据跟进系统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. 一种断点数据跟进方法，其特征在于，包括如下步骤：
    步骤01，采集断点数据，配置断点编码，
    断点数据为用户在客户端APP操作失败后形成的中断信号，所述断点编码为根据中断信号的具体类型设定的相应的断点编码；
    步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束，
    识别所述断点数据的类型，根据所述断点数据的类型进行筛选；
    步骤03，对所述断点数据进行跟进处理。
  2. 根据权利要求1所述的断点数据跟进方法，其特征在于，步骤03中对断点数据进行跟进处理包括：断点数据的抽取以及断点数据跟进方式的配置。
  3. 根据权利要求2所述的断点数据跟进方法，其特征在于，所述断点数据的抽取包括：间隔一段时间扫描待跟进处理的断点数据，选取用户有意向需要提供支持的断点数据。
  4. 根据权利要求2所述的断点数据跟进方法，其特征在于，所述断点数据的跟进方式根据所述断点数据的类型进行配置，所述断点跟进方式包括电话呼出、微信、短信图文操作指引推送。
  5. 根据权利要求4所述的断点数据跟进方法，其特征在于，所述断点类型为实时断点，所述实时断点的跟进方式为电话拨打实时断点的用户，并结合微信、短信进行图文操作指引推送；所述断点为非实时类断点，所述非实时类断点的跟进方式为微信、短信图文操作指引推送。
  6. 根据权利要求4所述的断点数据跟进方法，其特征在于，所述断点为财务类断点，所述财务类断点跟进方式为人工电话呼出跟进；所述断点为非财务类，所述非财务类断点跟进方式为微信、短信图文操作指引推送。
  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的断点数据跟进系统，所述断点数据跟进系统包括：
    断点采集模块，用于采集断点数据，并为每种类型的断点数据设置相应的断点编码；
    断点判断模块，用于判断采集到的断点数据是否需要系统后台跟进处理，若需要则发送至后台跟进处理，若不需要则结束跟进；
    断点处理模块，用于对需要跟进处理的断点数据进行抽取，并根据不同的断点类型进行跟进方式的配置。
  8. 根据权利要求7所述的电子装置，其特征在于，所述判断模块包括断点识别子模块和断点筛选子模块，所述断点识别子模块用于识别所述断点数据是否属于需要跟进的类型，并为需要跟进的断点数据设置标签，所述断点筛选子模块用于将设置标签的断点数据进行选取并发送至断点处理模块。
  9. 根据权利要求7所述的电子装置，其特征在于，所述断点处理模块包括：断点抽取子模块、断点配置子模块，所述断点抽取子模块用于每间隔一段时间从待跟进处理的断点数据中选取用户有意向需要提供支持的断点数据，所述断点配置子模块用于根据不同类型的断点数据配置不同的跟进处理方式。
  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数据跟进系统，所述断点数据跟进系统可被至少一个处理器所执行，以实现以下步骤：
    步骤01，采集断点数据，配置断点编码，
    断点数据为用户在客户端APP操作失败后形成的中断信号，所述断点编码为根据中断信号的具体类型设定的相应的断点编码；
    步骤02，判断所述断点数据是否需要跟进，若是则进入步骤03，若否则结束，
    识别所述断点数据的类型，根据所述断点数据的类型进行筛选；
    步骤03，对所述断点数据进行跟进处理。
  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中对断点数据进行跟进处理包括：断点数据的抽取以及断点数据跟进方式的配置。
  12. 根据权利要求11所述的计算机可读存储介质，其特征在于，所述断点数据的抽取包括：间隔一段时间扫描待跟进处理的断点数据，选取用户有意向需要提供支持的断点数据。
  13. 根据权利要求11所述的计算机可读存储介质，其特征在于，所述断点数据的跟进方式根据所述断点数据的类型进行配置，所述断点跟进方式包括电话呼出、微信、短信图文操作指引推送。
  14. 根据权利要求13所述的计算机可读存储介质，其特征在于，所述断点类型为实时断点，所述实时断点的跟进方式为电话拨打实时断点的用户，并结合微信、短信进行图文操作指引推送；所述断点为非实时类断点，所述非实时类断点的跟进方式为微信、短信图文操作指引推送。
  15. 根据权利要求13所述的计算机可读存储介质，其特征在于，所述断点为财务类断点，所述财务类断点跟进方式为人工电话呼出跟进；所述断点为非财务类，所述非财务类断点跟进方式为微信、短信图文操作指引推送。
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