WO2019140739A1 - Procédé de détermination de visites de retour à destination d'un client, appareil électronique et support d'informations lisible par ordinateur - Google Patents

Procédé de détermination de visites de retour à destination d'un client, appareil électronique et support d'informations lisible par ordinateur Download PDF

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Publication number
WO2019140739A1
WO2019140739A1 PCT/CN2018/077373 CN2018077373W WO2019140739A1 WO 2019140739 A1 WO2019140739 A1 WO 2019140739A1 CN 2018077373 W CN2018077373 W CN 2018077373W WO 2019140739 A1 WO2019140739 A1 WO 2019140739A1
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WIPO (PCT)
Prior art keywords
customer
event information
point
generated
breakpoint
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PCT/CN2018/077373
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English (en)
Chinese (zh)
Inventor
谢富华
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平安科技（深圳）有限公司
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance

Definitions

  • the present application relates to the field of buried point technology, and relates to a method for judging customer return visit, an electronic device, and a computer readable storage medium.
  • the technical problem to be solved by the present application is to overcome the prior art when the customer encounters difficulties when operating the APP, causing the customer to lose the situation, and a method for determining the return visit of the customer, the electronic device and the computer readable storage medium are proposed. Appropriate return visit intervention to help customers solve problems in a timely manner to maximize customer retention and enhance customer experience.
  • a method for judging a customer's return visit includes the following steps:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence;
  • start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if yes, delete the corresponding start event information and complete the event information, and then end;
  • An electronic device includes a memory and a processor, wherein the memory stores a judgment system of a customer return visit that can be executed by the processor, and the judgment system of the customer return visit includes:
  • a burying point is set on the APP page, and the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the The end class burying points are set on the APP page in a one-to-one correspondence manner;
  • a recording module configured to record start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • a judging module configured to determine, in a preset time interval, whether there is completion event information generated after the end type embedding point corresponding to the triggered start type embedding point is triggered, where the completion event information includes a buried point name, a client Phone number, device number, trigger time, and customer number;
  • the breakpoint generation sending module is configured to generate a breakpoint generated when a completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is received within a preset time interval, and Sending the generated breakpoint information to the customer service system.
  • a computer readable storage medium having stored therein a customer return visit determination system, the customer return visit determination system being executable by at least one processor to cause the at least one processor to execute the following step:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence;
  • start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if yes, delete the corresponding start event information and complete the event information, and then end;
  • the positive progress of the application is that the application buryes the points on some specific APP pages, and when the customers encounter difficulties in the operation of the APP pages, the burying points can be triggered to form a breakpoint and sent to the customer service system, so that After the customer service personnel know the information through the customer service system, they can return to the customer in time to help the customer solve the problem and improve the customer experience, so as to avoid the loss of the customer due to problems caused by the APP operation.
  • FIG. 1 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • FIG. 2 is a schematic diagram showing a program module of a first embodiment of a system for determining a customer's return visit in the electronic device of the present application;
  • FIG. 3 is a schematic diagram showing a program module of a second embodiment of a system for determining a customer's return visit in the electronic device of the present application;
  • FIG. 4 is a flowchart showing Embodiment 1 of a method for determining a return visit of a client of the present application
  • FIG. 5 is a flowchart of Embodiment 2 of a method for judging a customer return visit of the present application
  • FIG. 6 is a flowchart of Embodiment 3 of a method for determining a customer return visit of the present application
  • FIG. 7 is a flow chart showing the determination of whether a breakpoint is generated in the fourth embodiment of the method for determining the return visit of the client of the present application.
  • the present application proposes an electronic device.
  • 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.
  • the electronic device 2 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 system 21, a processor 22, a network interface 23, and a customer return visit determination system 20 that can communicate with each other 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 unit 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 unit 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 codes of the judgment system 20 of the customer return visit. 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 the program code or the processing data stored in the memory 21, for example, the judgment system 20 that runs the customer return visit.
  • 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.
  • FIG. 1 only shows the electronic device 2 with the components 21-23, but it should be understood that not all illustrated components are required to be implemented, and more or fewer components may be implemented instead.
  • the customer return visit determination system 20 stored in the memory 21 may be divided into one or more program modules, the one or more program modules being stored in the memory 21, and may be one or A plurality of 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 customer returning system.
  • the customer returning judgment system 20 can be divided into an APP page 201, a recording module 202, and a judgment.
  • the module 203 and the breakpoint generate the delivery module 204. The following description will specifically describe the specific functions of the program modules 201-204.
  • a burying point is set on the APP page 201, and the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence.
  • the buried point is actually data collection, mainly used for event statistics.
  • the events are custom events, such as registration failure, query failure, and the like.
  • the start class burying point is set on the registration failure page, and the corresponding end class burying point is set on the registration success page; or the start class burying point is set on the query failure page, and the Query Success page is set and The corresponding end class burying point; the correspondence between the starting class burial point and the ending class burying point is identified by the burial point name.
  • the burying point is specifically implemented by adding a statistical code to the code of the APP page, and triggering the burying point and generating corresponding event information when the statistic code is executed.
  • the recording module 202 is configured to record start event information generated after the start type of the buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number.
  • the determining module 203 is configured to determine, after a preset time interval, whether there is completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered, and the completion event information includes a buried point name. , customer's phone number, device number, trigger time, and customer number.
  • the breakpoint generation and delivery module 204 is configured to generate a breakpoint generated when a completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is received within a preset time interval. And sending the information that generates the breakpoint to the customer service system.
  • the registration failure and the registration success are buried in advance, and the registration failure is the start type burying point, and the registration success is the corresponding end class burying point.
  • the client opens the APP page to perform the operation of registering the account. After clicking the submit, the pop-up registration failure message triggers a start class burying point, and then the start event information is generated, and the start event information is recorded in the background.
  • the background continuously detects whether the completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is triggered; specifically, the event information is completed and the event is started.
  • the comparison of the buried point name, the customer's telephone number, and the device number in the event information confirms whether the end type buried point triggered by the event information corresponds to the triggered start type buried point.
  • the completion event information generated after the corresponding end class is triggered is indicated, that is, the client may not complete the registration account, and the background is Generate a breakpoint of the generated class, and send the information of the breakpoint to the customer service system, and then hand it over to the customer service. For example, the customer service calls back to help the customer solve the registration problem.
  • the customer performs the second registration after the registration fails. Assuming that the second registration is successful, the end class burying point is triggered to generate the completion event information, and if the end class burying point is triggered, the time distance is opposite. If the corresponding start type is not triggered by the preset time interval, the customer is determined to solve the problem, and the generated breakpoint is not generated and sent to the customer service system.
  • FIG. 3 is a schematic diagram of a program module of the second embodiment of the customer returning system.
  • the customer returning judgment system 20 can also be divided into an APP page 201 and a recording module 202.
  • the modules 201-204 are the same as the foregoing first embodiment, and are not described herein again.
  • the bullet frame identification module 205 is configured to determine whether a selection bullet box is generated after the start type embedding point is triggered, and the selection bullet box is provided with a plurality of options, and the options include manual customer service, smart customer service, and unnecessary.
  • the specific options here are generally referred to, as the understanding of similar options are included in the scope of protection of this application, that is, the "manual customer service” option does not mean that the display content of the option must be these four words, as long as similar to manual customer service The meaning of the other options is the same as the "manual customer service” option.
  • the option receiving determination module 206 is configured to receive and determine an option selected by the client after generating the selection box.
  • the breakpoint generation distribution module 207 is configured to generate a generated class breakpoint according to the option selected by the client, and send the information of the generated breakpoint to the customer service system corresponding to the option.
  • the selection frame is set.
  • the background will immediately generate a generation breakpoint, and send the generated breakpoint information to the manual customer service system, without A generation breakpoint is generated only after waiting for a preset time interval. If the customer chooses not to need it, the background will not do anything, just record the start event information generated after the start class is triggered.
  • the present application proposes a method for judging a customer's return visit.
  • the method for determining the customer return visit includes the following steps:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence.
  • the burying point of the webpage is actually data collection, and is mainly used for event statistics.
  • the events are custom events, such as registration failure, query failure, and the like.
  • the start class burying point is set on the registration failure page, and the corresponding end class burying point is set on the registration success page; or the start class burying point is set on the query failure page, and the Query Success page is set and The corresponding end class burying point; the correspondence between the starting class burial point and the ending class burying point is identified by the burial point name.
  • the burying point is specifically implemented by adding a statistical code to the code of the APP page, and triggering the burying point and generating corresponding event information when the statistic code is executed.
  • start event information generated after the start type buried point is triggered where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number.
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if so, delete the corresponding start event information and completion event information, and then end.
  • the generation time of the generation type breakpoint is the trigger time included in the start event information.
  • the trigger time that is, the generation time of the generated breakpoint is the time when the start type buried point is triggered.
  • the customer service system mentioned here is a general reference, which can be a manual customer service system, an intelligent customer service system, or a customer service system that may be a combination of artificial intelligence.
  • the APP developer develops the APP page, it writes some specific code.
  • the client fails to view the policy information through the APP page, the specific code will be executed, and then the start event information is sent to the background.
  • the customer views the policy information of the policy through the APP page, and the prompt for viewing the policy information fails.
  • the preset start type burying point is triggered, and then the start event information is generated, and the start time information includes the burying point.
  • the name view policy failure
  • the customer's mobile number the device number used by the customer
  • the time when the start class is triggered the customer number if there is a customer number.
  • the background receives and records the start event information, and continuously loops to detect whether the corresponding completion event information is received. If the client has not successfully viewed the policy, the corresponding time interval will not be received. The event information is completed, and the background therefore determines that the customer failed to view the policy. (Assume that the corresponding completion event information is detected in the background, the action that generates the class breakpoint is not generated, and the corresponding start event information and completion event information are deleted, which is equivalent to the occurrence of blocking breakpoint generation. event).
  • the method for determining a customer return visit includes the following steps:
  • S1-S3 is the same as the first embodiment, and details are not described herein again.
  • the background automatically releases the start event information to release the storage pressure.
  • the method for determining the customer return visit includes the following steps:
  • S1-S2 is the same as the second embodiment, and details are not described herein again.
  • step S20 Determine whether a selection bullet box is generated after the start type embedding point is triggered.
  • the selection bullet box is provided with a plurality of options, where the options include manual customer service, smart customer service, and unnecessary, if yes, step S5 is performed, otherwise Go to step S3.
  • the selection bullet box is provided with three buttons, corresponding to three options of manual customer service, intelligent customer service and no need, and the customer makes a selection by clicking a button.
  • the specific options in this application are generally referred to, as they are understood to be similar to the scope of the application, that is, the "manual customer service” option does not mean that the display content of the option must be these four words, as long as The meaning of manual customer service can be justified.
  • the protection scope of other options is the same as the "manual customer service” option.
  • S3-S4 is the same as the second embodiment, and details are not described herein again.
  • step S5 receiving and judging the option selected by the customer, if the option is smart customer service, performing step S6, if the option is manual customer service, executing step S7, if the option is not needed, directly ending;
  • the selection box is displayed, and the customer clicks the “manual customer service” button.
  • the background immediately generates a breakpoint and sends the breakpoint information to the manual customer service system, unlike the embodiment.
  • a breakpoint is generated, which is equivalent to selecting a manual customer service at the customer. Will be treated first;
  • the operation is the same as clicking the "manual customer service” button. Only the system that generates the breakpoint is different. After selecting the smart customer service, the information generating the breakpoint will be sent to the intelligent customer service. , the customer service is returned by the intelligent customer service.
  • the step S3 specifically includes the following sub-steps:
  • step S31 cyclically detecting whether the completion event information generated after the termination type buried point is triggered is received according to a preset detection time interval, if yes, step S32 is performed, otherwise step S33 is performed;
  • step S33 Determine whether the time interval from the trigger time included in the start event information to the current time is greater than the preset time interval. If yes, execute step S4, if otherwise, perform step S31.
  • the background continuously monitors whether the completion event information generated after the end type buried point is triggered is continuously cycled according to the preset detection time interval.
  • the background will not perform any operation; if it is not corresponding, and has not detected and started within the preset time interval If the event information corresponds to the completion event information, it is considered that the customer fails to view the policy information, and the background generation breakpoint is sent to the customer service system, waiting for the customer to perform the intervention processing.
  • the present application is a computer readable storage medium in which a customer return visit judgment system 20 is stored, and the customer return visit judgment system 20 can be executed by one or more processors to implement the above-mentioned customer return visit.
  • the method of judging or the operation of the electronic device is a computer readable storage medium in which a customer return visit judgment system 20 is stored, and the customer return visit judgment system 20 can be executed by one or more processors to implement the above-mentioned customer return visit. The method of judging or the operation of the electronic device.

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Abstract

L'invention concerne un procédé de détermination de visites de retour à destination d'un client, et un appareil électronique ainsi qu'un support d'informations lisible par ordinateur, se rapportant au domaine technique des points enfouis. Le procédé de détermination de visites de retour à destination d'un client comprend les étapes suivantes consistant à : S1, définir des points enfouis sur une page d'APPLI pour enregistrer le comportement d'exploitation d'un client sur la page d'APPLI ; S2, enregistrer des informations d'événement de début générées après le déclenchement d'un point enfoui de type début ; S3, déterminer si des informations d'événement achevé générées après le déclenchement d'un point enfoui de type fin correspondant au point enfoui de type début déclenché sont reçues sur un intervalle de temps prédéfini, et si ce n'est pas le cas, exécuter l'étape S4, et si c'est le cas, mettre directement fin au traitement ; et S4, générer un point d'arrêt de type génération devant être envoyé à un système de service client. Selon la présente invention, des points enfouis sont définis sur certaines pages d'APPLI, de sorte que, lorsqu'un client rencontre une difficulté dans une page d'APPLI, un personnel de service client puisse fournir des visites de retour en temps opportun au client afin d'aider le client à résoudre le problème, ce qui permet d'empêcher l'apparition de perte du client provoquée par un problème d'exploitation avec une APPLI.
PCT/CN2018/077373 2018-01-16 2018-02-27 Procédé de détermination de visites de retour à destination d'un client, appareil électronique et support d'informations lisible par ordinateur WO2019140739A1 (fr)

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CN201810042636.0A CN108510287B (zh) 2018-01-16 2018-01-16 客户回访的判断方法、电子装置及计算机可读存储介质

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CN106156212A (zh) * 2015-04-22 2016-11-23 阿里巴巴集团控股有限公司 一种数据采集方法和系统、及其终端和服务器
CN106339380A (zh) * 2015-07-07 2017-01-18 阿里巴巴集团控股有限公司 常见问题信息的推荐方法及装置

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