WO2019228229A1

WO2019228229A1 - Online customer service system, user end, server, customer service end and method

Info

Publication number: WO2019228229A1
Application number: PCT/CN2019/087800
Authority: WO
Inventors: 尹启绣
Original assignee: 阿里巴巴集团控股有限公司
Priority date: 2018-05-31
Filing date: 2019-05-21
Publication date: 2019-12-05
Also published as: CN110557415B; CN110557415A; TW202004610A

Abstract

Provided are an online customer service system, a user end, a server, a customer service end and a method, wherein same relate to the field of data processing technology. The system comprises: a user end, a server and multiple customer service ends of a merchant. The server is used for: acquiring multiple pieces of session information corresponding to the user end, and when the customer service ends corresponding to the multiple pieces of session information are different, determining a target customer service end from the different customer service ends, wherein each piece of the session information corresponds to one user end and one customer service end. The technical solution of the present application avoids multiple customer services of the same merchant receiving a user of the same user end and improves the subsequent communication experience of the user and reduces the waste of resources on the customer service side.

Description

Online customer service system, user terminal, server, customer service terminal and method

Technical field

The present application belongs to the field of data processing technology, and particularly relates to a method, a client, a client, a server, an online customer service system, a computing device, and a computer-readable storage medium for determining a target customer service of an online customer service system.

Background technique

With the rapid development of the logistics industry and geographic information technology, more and more e-commerce platforms have entered people's horizons, and online shopping has become an integral part of people's daily lives. The target products for online shopping are also becoming more and more abundant, and generally include transportation tickets (such as air tickets, train tickets, car tickets, etc.), cultural activity tickets (such as movie tickets, theater tickets, park tickets, etc.), daily necessities (such as clothing, Food, appliances, etc.). Because online shopping can only obtain product information through the product description on the network, and it is difficult to change after the order is placed, the proportion of users who consult with customer service through the online customer service system before and after sales is high.

In the prior art, when a user communicates with a customer service, the user generally inputs information that needs to be consulted, the customer service receives and displays the consultation information, and the customer service enters the reply information through the customer service to realize the communication between the user and customer service. As shown in Figure 1, when the user Andy communicates with the merchant's customer service for the first time, the server of the online customer service system establishes a session between the user corresponding to the user and a customer service (such as A customer service) to realize the user and the merchant Conversational communication between snails on the A client side. As shown in Figure 2, when the network failure causes the session to end or A's client to go offline for other reasons, the consultation of user Andy has not ended. At this time, the server will assign other merchants' customers (such as linda) to pass through other clients. (Such as B customer service) to communicate with the user. Later, when A customer service end comes back online to resume the session with the user, there will be a scenario where the same user is received by multiple customer services at the same time and communicates with multiple customer services. In this scenario, because different customer service agents do not know each other that the user has communicated with other customer service agents, each customer service agent will ask the user the same questions and reply to the same consultation information of the user, which greatly reduces the user experience. , Which reduces the efficiency of communication and also causes a waste of resources on the client side in the online customer service system.

Therefore, how to research and develop a new scheme that can solve the above technical problems is a technical problem urgently to be solved in this field.

Summary of the Invention

In view of this, the present application provides a method, a client, a client, a server, an online customer service system, a computing device, and a computer-readable storage medium for determining a target client of an online customer service system. Session information. When the customer service terminals corresponding to multiple session information belong to different customer service terminals of the same merchant, it means that the merchant has multiple customer service customers who have received the same user terminal. At this time, the server determines the target customer service from different customer service terminals. Terminal, the target customer service terminal, as the merchant's sole customer service terminal, has a conversation with the user terminal, thereby improving the user's subsequent communication experience and reducing the waste of resources on the customer service side.

To achieve the above purpose, the technical solution provided by this application is as follows:

According to the first aspect of the present application, an online customer service system is proposed, including a client, a server, and multiple customer service terminals of a merchant.

The server is configured to obtain multiple session information corresponding to the user terminal, and when the client terminals corresponding to the multiple session information are different, determine a target client terminal from different client terminals, and each of the session information Corresponds to a client and a client.

According to a second aspect of the present application, a client is provided, including:

A selection information display module, configured to receive and display customer service selection information sent by a server, where the customer service selection information is output when the server detects that the customer service end corresponding to the multiple session information of the user end is different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information;

A selection instruction acquisition module, configured to obtain selection instruction information input by a user according to the customer service selection information;

The selection instruction sending module is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

According to the third aspect of the present application, a customer service terminal is proposed, including:

A conflict information display module is configured to receive and display conflict prompt information sent by a server, where the conflict prompt information includes a client corresponding to the session information of the client, and the conflict prompt information is when the server detects the conflict The customer service corresponding to the multiple session information of the user does not output at the same time;

A selection information input module, configured to obtain selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

The confirmation instruction sending module is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

According to a fourth aspect of the present application, a server is provided, including:

A session information acquisition module, configured to acquire a plurality of session information corresponding to a user terminal;

A target customer service determination module is configured to determine a target customer service from different customer services when the customer services corresponding to the multiple session information are different, and each of the session information corresponds to a client and a customer service.

According to the fifth aspect of the present application, a method for determining a target client of an online customer service system is proposed, which is applied to a client and includes:

Receive and display customer service selection information sent by a server, the customer service selection information is output when the server detects that the customer service ends corresponding to the multiple session information of the client are different, and the customer service selection information includes the same A client corresponding to the plurality of session information;

Acquiring selection instruction information input by a user according to the customer service selection information;

Sending the selection instruction information to a server, so that the server determines the target client terminal according to the selection instruction information.

According to the sixth aspect of the present application, a method for determining a target client of an online customer service system is proposed, which is applied to a client and includes:

Receiving and displaying conflict prompt information sent by a server, the conflict prompt information including a client corresponding to the session information of the client, the conflict prompt information corresponding to a plurality of session information corresponding to the client detected by the server Output from the customer service side;

Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

Sending the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

According to the seventh aspect of the present application, a method for determining a target client of an online customer service system is proposed, which is applied to a server and includes:

Acquiring multiple session information corresponding to a user terminal;

When the customer service terminals corresponding to the multiple session information are different, a target customer service terminal is determined from different customer service terminals, and each of the session information corresponds to a user terminal and a customer service terminal.

According to an eighth aspect of the present application, a computing device is provided, which includes a processor adapted to implement various instructions and a storage device, where the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by a processor. :

According to a ninth aspect of the present application, a computer-readable storage medium is provided, storing a computer program, the computer program for executing:

According to a tenth aspect of the present application, a computing device is provided, which includes a processor adapted to implement various instructions and a storage device, where the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by a processor. :

According to an eleventh aspect of the present application, a computer-readable storage medium is provided, storing a computer program, where the computer program is configured to execute:

According to a twelfth aspect of the present application, a computing device is provided, which includes a processor suitable for implementing various instructions and a storage device, where the storage device stores multiple instructions, and the instructions are suitable for being loaded and executed by a processor. :

Acquiring multiple session information corresponding to a user terminal;

According to a thirteenth aspect of the present application, a computer-readable storage medium is provided, storing a computer program for execution, including:

Acquiring multiple session information corresponding to a user terminal;

As can be seen from the above technical solution, in this application, the server obtains multiple session information corresponding to the user terminal. When the customer service terminals corresponding to the multiple session information belong to different customer service terminals of the same business, it means that the business has multiple customer service receptions. A client user, at this time, the server determines the target client from different clients. The target client acts as the merchant's sole client to talk to the client, thereby improving the user's subsequent communication experience and reducing the client side. Waste of resources.

In order to make the above and other objects, features, and advantages of this application more comprehensible, the preferred embodiments are described below in detail with the accompanying drawings, as follows.

BRIEF DESCRIPTION OF THE DRAWINGS

In order to explain the technical solutions in the embodiments of the present application or the prior art more clearly, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings in the following description are merely These are some of the embodiments described in this application. For those of ordinary skill in the art, other drawings can be obtained based on these drawings without paying creative labor.

FIG. 1 is a schematic diagram showing an interface of a user having a conversation with the customer service of the A customer service terminal through the user terminal in the prior art;

FIG. 2 is a schematic diagram of an interface in the prior art where a user conducts a conversation with the customer service of the B customer service terminal of the same merchant through the user terminal;

FIG. 3 shows a schematic structural diagram of an online customer service system of the present application;

FIG. 4 shows a schematic diagram of interaction between a client, a client, and a server in an online customer service system of the present application;

FIG. 5 is a schematic structural diagram of a user terminal according to the present application;

FIG. 6 is a schematic structural diagram of a client terminal in the present application; FIG.

FIG. 7 is a schematic structural diagram of a server according to the present application;

FIG. 8 shows a flow chart of a method for determining a target client of an online customer service system applied to a client in the present application; FIG.

FIG. 9 shows a flow chart of a method for determining a target client of an online customer service system applied to a client in this application;

FIG. 10 is a schematic flowchart of a method for determining a target client of an online customer service system applied to a server according to the present application; FIG.

11 is a schematic diagram showing an interface of customer service selection information displayed by a user terminal in a specific embodiment of the present application;

FIG. 12 is a schematic diagram showing an interface of a conflict prompt message displayed by a client in a specific embodiment of the present application.

Detailed ways

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, but not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by a person of ordinary skill in the art without creative efforts shall fall within the protection scope of the present application.

The principles and spirit of the present application are explained in detail below with reference to several representative embodiments of the present application.

Although this application provides method operation steps or device structures as shown in the following embodiments or drawings, based on conventional or no creative labor, the method or device may include more or fewer operation steps or module units. . Among the steps or structures that do not logically have the necessary causal relationship, the execution order or the module structure of the device is not limited to the execution order or the module structure shown in the embodiment of the present application or the drawings. When the method or the module structure is applied to an actual device or terminal product, the method or the module structure shown in the embodiment or the drawings may be executed sequentially or in parallel.

The specific technical solutions of this application are introduced below. FIG. 3 shows a schematic structural diagram of an online customer service system of the present application. Please refer to FIG. 1. The system includes a user terminal 100, a server 200, and multiple customer terminals 300. The multiple customer terminals belong to the same merchant or same e-commerce platform .

In an embodiment of the present application, the session information includes an ongoing session, a historical session, and a session request initiated by a client or a client.

In an embodiment of the present application, the different customer service terminals corresponding to multiple session information of the same user terminal include, but are not limited to, the following application scenarios:

1. As shown in Figure 1, when the user Andy communicates with the customer service of a merchant for the first time, the server of the online customer service system establishes a session between the user corresponding to the user and a customer service (such as A customer service) to realize the user. Conversation with the snail of the merchant's A client. As shown in Figure 2, when the network failure causes the session to end or A's client to go offline for other reasons, the consultation of user Andy has not ended. At this time, the server will assign other merchants' customers (such as linda) to pass through other clients (Such as B customer service) to communicate with the user. When A customer service terminal comes back online to resume the session with the user, a scenario in which the same user is received by multiple customer services of the same merchant at the same time and conversations with multiple customer services will occur.

2. As shown in Figure 1, when the user Andy communicates with the customer service of a merchant for the first time, the server of the online customer service system establishes a session between the user corresponding to the user and a customer service (such as A customer service) to realize the user. Conversation with the snail of the merchant's A client. When the user's consultation ends, the session ends. Thereafter, the user successfully places an order with the merchant through the client. The customer service (such as linda) corresponding to the customer service client (such as customer service B) of the merchant requests to establish a session with the client. If the user is requested to confirm whether the delivery address of the order is correct through the client, the user and the merchant When another client establishes a session, there will be a scenario in which the same user is received by multiple clients and has a conversation with multiple clients.

In the above application scenario, the user experience is poor, and it is also a waste of resources for the customer service side.

In this application, the server 200 is configured to: obtain a plurality of session information corresponding to the user terminal, and when the customer service terminals corresponding to the multiple session information are different, determine a target customer service terminal from different customer terminals, Each of the session information corresponds to a user terminal and a customer service terminal. The only target client identified by the server is the client that the client has a conversation with at the merchant. This can reduce the waste of resources on the client side and improve the user's subsequent experience.

FIG. 4 shows a schematic diagram of interaction between a client, a client, and a server in an online customer service system of the present application. Referring to FIG. 4, in an embodiment of the present application:

S1: The user inputs a session request to the client.

In an embodiment of the present application, the user Andy wants to purchase a certain product in the A store, and if there is any doubt about the introduction of the product page, the user outputs a session request through the user terminal.

S2: The client initiates a session request.

S3: After the server receives the session request from the client, the client A of the merchant is assigned to establish a session with the client.

In one embodiment of the present application, the conversation between the user Andy and the customer service snail corresponding to the customer service end of the merchant A can be achieved in this way. Users can communicate customer service concerns about related products.

S4: The customer service inputs a session request to the customer service terminal B.

In an embodiment of the present application, after the conversation between the user Andy and the customer service snail corresponding to the customer service end of the merchant A is completed, the order is successfully placed in the store A. At this time, the after-sales customer service (such as linda) of shop A enters a session request. If the user Andy is requested to confirm whether the order's delivery address is correct through the client terminal, the user will establish a session with another customer service terminal B of the merchant.

The above steps S1 to S4 are one embodiment of the session information that occurs between the same user terminal and multiple customer service terminals of the same merchant in one embodiment of the present application. Other embodiments are similar to this, and will not be described in detail here. The following specifically describes how to determine the target client when a user is received by multiple clients at the same time.

S5: The server obtains multiple session information corresponding to the user terminal.

In an embodiment of the present application, for example, the session information corresponding to the client and the client A and client B is obtained.

S6: The server determines whether the client end corresponding to the multiple session information is different.

In an embodiment of the present application, the session information relates to the client and the client. When the corresponding client end of the multiple session information is different, step S7 is performed.

S7: The server determines the target client from different clients.

In an embodiment of the present application, the step includes:

S711: The server outputs customer service selected information to the client.

In an embodiment of the present application, the customer service selection information includes a customer service terminal corresponding to multiple session information.

S712: The client terminal displays the customer service selection information.

In a specific embodiment of the present application, the customer service selection information displayed by the client is shown in FIG. 11. In the specific embodiment shown in FIG. 11, the customer service selection information includes nicknames of the customer services corresponding to different customer service terminals. In other embodiments of the present application, the customer service selection information may further include customer service account numbers corresponding to different customer service terminals, the time during which the customer service has a conversation with the user corresponding to the client, and the customer service with the user corresponding to the client. The content of the conversation, etc.

In other embodiments of the present application, the display of the customer service selection information by the user terminal may be performed in other manners, which is not repeated here.

S713: The user inputs selection instruction information according to the customer service selection information.

In a specific embodiment of the present application, as shown in FIG. 11, the user Andy can select the customer service 1 snail or the customer service 2 linda.

S714: The client sends the selection instruction information input by the user to the server.

S715: The server determines that the client corresponding to the selection instruction information is the target client.

In a specific embodiment of the present application, as shown in FIG. 11, the user Andy selects the customer service 1 snail, and then the target customer service end of the user in the shop is the customer service end corresponding to the customer service 1 snail. This client is mainly responsible for consulting matters. This can improve the user's conversation experience, reduce the waste of resources on the customer service side, and avoid a user being received by multiple customer services at the same time.

In an embodiment of the present application, the step S7 server determines the target client from the different clients can also be implemented in the following ways:

S72: The server randomly determines one client as a target client from different clients.

In a specific embodiment of the present application, as shown in FIG. 11, the server may select any one of customer service 1 snail or customer service 2 linda as the target customer service terminal.

S731: The server obtains customer service attribute information and / or session time information corresponding to different customer service terminals.

S732: The server determines a customer service terminal as a target customer service terminal from different customer service terminals according to the customer service attribute information and / or session time information.

In an embodiment of the present application, the customer service attribute information generally includes the service scope of the customer service, such as pre-sale and after-sale.

In an embodiment of the present application, the session time information generally refers to a start time, an end time, and a duration of a session.

In a specific embodiment of the present application, as shown in FIG. 11, the customer service attribute information obtained by the server shows that customer service 1 snail is a pre-sales customer service, customer service 2 linda is an after-sales customer service, and the user Andy has a conversation with customer service 1 The start time is earlier than the start time of the session with the customer service 2linda, the server can determine the customer service terminal corresponding to the customer service 1 snail as the target customer service terminal.

S741: The server outputs conflict prompt information to different client terminals;

S742: Different client terminals display the conflict prompt information, and the conflict prompt information includes a client corresponding to multiple session information.

In a specific embodiment of the present application, the conflict prompt information displayed by a client is shown in FIG. 12.

In other embodiments of the present application, the conflict prompt information displayed by the customer service terminal may also be performed in other ways, which is not repeated here.

S743: The customer service terminal obtains the corresponding customer service input selection instruction information according to the conflict prompt information.

In a specific embodiment of the present application, as shown in FIG. 12, the customer service 2linda inputs selection instruction information through the customer service terminal, and the selection instruction information is "yes" or "no" in this specific embodiment. "Yes" indicates that the customer service 2linda still chooses to continue the conversation with the user Andy, and "No" indicates that the customer service 2linda chooses to interrupt the session with the user Andy.

S744: The customer service terminal sends the selection instruction information input by the customer service to the server.

S745: The server receives selection instruction information sent by different client terminals, and determines a target client terminal according to the selection instruction information.

In an embodiment of the present application, when the server detects that there is only one or more selection instruction information in the selection instruction information sent by different client terminals to continue the session, the customer service terminal whose selection instruction information is to continue the session is the target. Kefuduan.

In an embodiment of the present application, when there is a plurality of selection instruction information in the selection instruction information sent by different client terminals to continue the session, the server filters one out of the plurality of customer service terminals whose selection instruction information is to continue the session. The client is the target client.

In an embodiment of the present application, the server selecting one client as a target client from a plurality of clients whose selection instruction information is to continue the conversation includes: obtaining the customer service corresponding to the plurality of clients whose selection instruction information is to continue the conversation. Attribute information and / or session time information; a customer service terminal is determined as the target customer service terminal according to the customer service attribute information and / or session time information.

In an embodiment of the present application, the server selecting one client as a target client from the multiple clients that select the instruction information to continue the conversation includes: the server randomly selects the client from the multiple clients that select the instruction information to continue the conversation. A client is selected as the target client.

In an embodiment of the present application, when all the selection instruction information in the selection instruction information sent by different client terminals is to stop the session, the server selects one client terminal from the different client terminals as the target client terminal.

Specifically, in one embodiment of the present application, the server selecting one client as a target client from different clients includes: obtaining client attribute information and / or session time information corresponding to different clients, and according to the client The attribute information and / or session time information determines a client as the target client.

In an embodiment of the present application, the server selecting one customer service terminal from different customer service terminals as the target customer service terminal includes randomly determining one customer service terminal from different customer service terminals as the target customer service terminal.

The above is an online customer service system provided by this application. The server obtains multiple session information corresponding to the user terminal. When the customer service terminals corresponding to the multiple session information belong to different customer service terminals of the same merchant, it indicates that the merchant has many Each customer service has received users from the same client. At this time, the server determines the target customer service from different customer services. The target customer service terminal acts as the merchant's sole customer service terminal to talk with the user terminal, thereby improving the user's subsequent communication experience. , Reducing the waste of resources on the customer service side.

FIG. 5 shows a schematic structural diagram of a client terminal of the present application. Referring to FIG. 5, the client terminal 100 includes:

The selected information display module 101 is configured to receive and display customer service selection information sent by a server, and the customer service selection information is output when the server detects that the customer service terminals corresponding to the multiple session information of the user terminal are different. The customer service selection information includes a customer service terminal corresponding to the plurality of session information.

The selection instruction obtaining module 102 is configured to obtain selection instruction information input by a user according to the customer service selection information.

The selection instruction sending module 103 is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

FIG. 6 shows a schematic structural diagram of a client terminal of the present application. Referring to FIG. 6, the client terminal 300 includes:

The conflict information display module 301 is configured to receive and display conflict prompt information sent by a server, where the conflict prompt information includes a client corresponding to the session information of the customer service terminal, and the conflict prompt information is when the server detects The conflict prompt information and conflict prompt information output by the customer service end corresponding to the multiple session information of the client are not described at the same time.

The selection information input module 302 is configured to obtain selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information.

The confirmation instruction sending module 303 is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

FIG. 7 is a schematic structural diagram of a server according to the present application. Referring to FIG. 7, the server 200 includes:

A session information acquisition module 201, configured to acquire a plurality of session information corresponding to a user terminal;

The target customer service determination module 202 is configured to determine a target customer service terminal from different customer service terminals when the customer service terminals corresponding to the multiple session information are different, and each of the session information corresponds to a user terminal and a customer service terminal.

In one embodiment of the present application, the target client-side determination module 202 is configured to randomly determine one client from different client terminals as the target client terminal.

In an embodiment of the present application, the target customer service determination module 202 is configured to obtain customer service attribute information and / or session time information corresponding to different customer services; according to the customer service attribute information and / or session time information, from different customer services A client was identified as the target client.

In a specific embodiment of the present application, as shown in FIG. 11, the customer service attribute information obtained by the server shows that customer service 1 snail is a pre-sales customer service, customer service 2 linda is an after-sales customer service, and the user Andy has a conversation with customer service 1 snail The start time is earlier than the start time of the conversation with the customer service 2, Linda, then the server can determine the customer service terminal corresponding to the customer service 1 snail as the target customer service terminal.

In one embodiment of the present application, the target customer service determination module 202 is configured to output customer service selection information to the client, and the customer service selection information includes a customer service corresponding to multiple session information; receiving the user terminal The selection instruction information sent, and the customer service terminal corresponding to the selection instruction information is the target customer service terminal. In the specific embodiment shown in FIG. 11, the user may input selection instruction information at the user terminal, and the selection instruction information is customer service 1 snail or customer service 2 linda in FIG. 11. When the user selects customer service 2, the customer service corresponding to customer service 2 is the target customer service.

In an embodiment of the present application, the target client-side determination module 202 is configured to output conflict prompt information to different client ends. The conflict prompt information includes a client corresponding to multiple session information, and receives selections sent by different client ends. Instruction information, and a target client is determined according to the selection instruction information.

In this embodiment, the server may also send the selection instruction information input by the customer service corresponding to the customer service terminal to the corresponding client terminal. When the selection instruction information is to continue the conversation, the user corresponding to the user terminal can know the customer service corresponding to the customer service terminal. It can be used as the sole client in the store to conduct subsequent sessions with the client. When the selection instruction information is to stop the session, the user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal cannot be used as the sole customer service terminal in the store to conduct subsequent sessions with the user terminal. In this way, after receiving the selection instruction information of all customer service terminals, the user terminal may select one of the customer service terminals whose selection instruction information is to continue the conversation, as the final target customer service terminal.

In this embodiment, the server may not send the selection instruction information input by the customer service corresponding to the customer service to the corresponding client, and only send the target customer service determined by the server to the user as the user corresponding to the user in the store. Target customer service conducts follow-up communication.

In an embodiment of the present application, when the target client-side determination module detects that there is only one or more selection instruction information in the selection instruction information sent by different customer-ends is to continue the conversation, the selection instruction information is the customer service to continue the conversation The client is the target client.

In an embodiment of the present application, when the target client-side determination module detects that multiple selection instruction information in the selection instruction information sent by different client ends is to continue the conversation, the selection instruction information is a plurality of client ends that continue the conversation. A client was selected as the target client.

Specifically, in an embodiment of the present application, the target customer service determination module obtains the selection instruction information as customer service attribute information and / or session time information corresponding to multiple customer services that continue the conversation; according to the customer service attribute information and / Or the session time information determines a client as the target client.

Specifically, in one embodiment of the present application, the target client determination module randomly selects one client as a target client from a plurality of clients that select the instruction information to continue the conversation.

In one embodiment of the present application, when the target customer service determination module detects that all the selection instruction information in the selection instruction information sent by the different customer service terminals is to stop the session, one customer service terminal is selected from the different customer service terminals as the target customer service end.

Specifically, in one embodiment of the present application, the target customer service determination module obtains customer service attribute information and / or session time information corresponding to different customer services, and determines a customer service according to the customer service attribute information and / or session time information. Client as the target client.

Specifically, in one embodiment of the present application, the target client determination module randomly determines one client from different clients as the target client.

The present application also proposes a computing device including a processor and a storage device adapted to implement various instructions, the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by the processor:

The present application also proposes a computer-readable storage medium storing a computer program, where the computer program is configured to execute:

This application also proposes a computing device including a processor suitable for implementing various instructions and a storage device, where the storage device stores multiple instructions, and the instructions are suitable for being loaded and executed by the processor:

Acquiring multiple session information corresponding to a user terminal;

The present application also proposes a computer-readable storage medium storing a computer program for execution, including:

Acquiring multiple session information corresponding to a user terminal;

After the online customer service system, user terminal, customer service terminal, server, computing device, and computer-readable storage medium of the present application are introduced, the method of the present application is described with reference to the drawings. For the implementation of this method, refer to the implementation of the above system, and the duplicates will not be repeated.

FIG. 8 shows a schematic flowchart of a method for determining a target client of an online customer service system applied to a client according to the present application. Please refer to FIG. 8, the method includes:

S101: Receive and display customer service selection information sent by a server. The customer service selection information is output when the server detects that the customer service ends corresponding to the multiple session information of the user terminal are different. The customer service selection information Including a client end corresponding to the plurality of session information;

S102: Acquire selection instruction information input by a user according to the customer service selection information.

S103: Send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information. In a specific embodiment of the present application, as shown in FIG. 11, the user Andy selects the customer service 1 snail, and then the target customer service end of the user in the shop is the customer service end corresponding to the customer service 1 snail. This client is mainly responsible for consulting matters. This can improve the user's conversation experience, reduce the waste of resources on the customer service side, and avoid a user being received by multiple customer services at the same time.

FIG. 9 shows a flow chart of a method for determining a target customer service terminal of an online customer service system applied to a customer service terminal of the present application. Referring to FIG. 9, the method includes:

S201: Receive and display conflict prompt information sent by a server, where the conflict prompt information includes a client corresponding to the session information of the customer service end, and the conflict prompt information is when the server detects multiple sessions of the client The client corresponding to the information is not output at the same time.

S202: Acquire selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information.

In a specific embodiment of the present application, as shown in FIG. 12, the customer service 2 Linda inputs selection instruction information through the customer service terminal, and the selection instruction information is "yes" or "no" in this specific embodiment. "Yes" means that customer service 2 linda still chooses to continue the conversation with user Andy, and "No" means that customer service 2 linda chooses to interrupt the session with user Andy.

S203: Send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.

FIG. 10 shows a flow chart of a method for determining a target customer service terminal of an online customer service system applied to a server according to the present application. Referring to FIG. 10, the method includes:

S301: Acquire multiple session information corresponding to a user terminal;

S302: When the customer service terminals corresponding to the multiple session information are different, a target customer service terminal is determined from different customer service terminals, and each of the session information corresponds to a user terminal and a customer service terminal.

In an embodiment of the present application, step S302 includes: randomly determining one client terminal from different client terminals as the target client terminal.

In an embodiment of the present application, step S302 includes: obtaining customer service attribute information and / or session time information corresponding to different customer service terminals; and determining one from different customer service terminals according to the customer service attribute information and / or session time information. The client is the target client.

In a specific embodiment of the present application, as shown in FIG. 11, the customer service attribute information obtained by the server indicates that customer service 1 snail is a pre-sales customer service, customer service 2 linda is an after-sales customer service, and user Andy and customer service 1 snail are The start time of the session is earlier than the start time of the session with customer service 2. Linda, the server can determine the customer service terminal corresponding to customer service 1 snail as the target customer service terminal.

In an embodiment of the present application, step S302 includes: outputting customer service selection information to the client, and the customer service selection information includes a client corresponding to multiple session information; and receiving a selection sent by the client. Order information, and the customer service corresponding to the selected instruction information is the target customer service. In the specific embodiment shown in FIG. 11, the user may input selection instruction information at the user terminal, and the selection instruction information is customer service 1 snail or customer service 2 linda in FIG. 11. When the user selects customer service 2, the customer service corresponding to customer service 2 is the target customer service.

In an embodiment of the present application, step S302 includes: outputting conflict prompt information to different client terminals, where the conflict prompt information includes a user terminal corresponding to multiple session information, and receiving selection instruction information sent by different client terminals, according to The selection instruction information determines a target client.

In this embodiment, specifically, the method further includes: sending the selection instruction information input by the customer service corresponding to the customer service terminal to the corresponding user terminal, and when the selection instruction information is to continue the session, the user corresponding to the user terminal can know the information The customer service corresponding to the customer service terminal can be used as the sole customer service terminal in the store to conduct subsequent sessions with the client. When the selection instruction information is to stop the session, the user corresponding to the user terminal can know that the customer service corresponding to the customer service terminal cannot be used as the sole customer service terminal in the store to conduct subsequent sessions with the user terminal. In this way, after receiving the selection instruction information of all customer service terminals, the user terminal may select one of the customer service terminals whose selection instruction information is to continue the conversation, as the final target customer service terminal.

In this embodiment, specifically, the method further includes: not sending the selection instruction information input by the customer service corresponding to the customer service to the corresponding client, and only sending the target customer service determined by it to the user, as the user response Of users' follow-up communication at the shop's target customer service.

In an embodiment of the present application, when it is detected in step S302 that there is one and only one selection instruction information in the selection instruction information sent by different client terminals is to continue the session, the selection instruction information is that the client terminal that continues the session is Target client.

In an embodiment of the present application, when it is detected in step S302 that a plurality of selection instruction information of the selection instruction information sent by different client terminals is to continue the session, it is selected from the plurality of customer service terminals whose selection instruction information is to continue the session. A client is the target client.

Specifically, in one embodiment of the present application, step S302 obtains the selection instruction information as customer service attribute information and / or session time information corresponding to multiple customer service terminals that continue the conversation; according to the customer service attribute information and / or session time The information identified a client as the target client.

Specifically, in one embodiment of the present application, step S302 randomly selects one client terminal as a target client terminal from a plurality of client terminals whose selection instruction information is to continue the conversation.

In an embodiment of the present application, when it is detected in step S302 that all the selection instruction information in the selection instruction information sent by the different client terminals is to stop the session, one client terminal is selected from the different client terminals as the target client terminal.

Specifically, in one embodiment of the present application, step S302 obtains customer service attribute information and / or session time information corresponding to different customer service terminals, and determines a customer service terminal as a target according to the customer service attribute information and / or session time information. Kefuduan.

Specifically, in one embodiment of the present application, step S302 randomly determines a client terminal from different client terminals as a target client terminal.

The technical solution of the present application will be described in detail below with reference to specific embodiments. In this specific embodiment, the user Andy wants to purchase a certain product in shop A. If there is any doubt about the introduction of the product page, the user outputs a session request through the user terminal. After the server receives the session request from the client, the A customer service end of the merchant is assigned to establish a session with the client. In this way, the conversation between the user Andy and the customer service snail corresponding to the customer service end of the merchant A can be realized. Users can communicate customer service concerns about related products. After the conversation between the user Andy and the customer service snail corresponding to the customer service end of the merchant A, the order was successfully placed in the store A. At this time, the after-sales customer service (such as linda) of shop A enters a session request. If the user Andy is requested to confirm whether the order's delivery address is correct through the client terminal, the user will establish a session with another customer service terminal B of the merchant. At this time, session information occurs between the same user terminal and multiple customer service terminals of the same merchant.

The server in the online customer service system provided in this application first obtains the session information corresponding to the client with the customer A and the customer B. The corresponding client A and client B of the two session information are different. At this time, the server needs to determine the target client from the different clients.

In an embodiment of the present application, the server outputs customer service selection information to the client, and the customer service selection information includes customer service terminals corresponding to multiple session information. The user terminal displays the customer service selection information, and the customer service selection information displayed by the user terminal is shown in FIG. 11. Thereafter, the user inputs the selection instruction information according to the customer service selection information. As shown in Figure 11, user Andy can choose customer service 1 snail or customer service 2 linda. The client sends the selection instruction information input by the user to the server. The server determines that the client corresponding to the selection instruction information is the target client. As shown in FIG. 11, the user Andy selects the customer service 1 snail, and then the target customer service end of the user in the shop is the customer service end corresponding to the customer service 1 snail. Thereafter, the customer's consultation in the shop is mainly responsible for the customer service end. This can improve the user's conversation experience, reduce the waste of resources on the customer service side, and avoid a user being received by multiple customer services at the same time.

In an embodiment of the present application, the server randomly determines one client terminal from different client terminals as the target client terminal. As shown in FIG. 11, the server can select any one of customer service 1 snail or customer service 2 as the target customer service terminal.

In an embodiment of the present application, the server obtains customer service attribute information and / or session time information corresponding to different customer terminals, and the server determines one customer service terminal from different customer terminals as the customer service attribute information and / or session time information. Target client. The customer service attribute information generally includes the service scope of the customer service, such as pre-sales and after-sales. Session time information generally refers to the start time, end time, and duration of a session. As shown in Figure 11, the customer service attribute information obtained by the server shows that customer service 1 snail is a pre-sales customer service, customer service 2 linda is an after-sales customer service, and the conversation start time between user Andy and customer service 1 snail is started than that of customer service 2 linda If the time is early, the server may determine the client corresponding to the customer 1 snail as the target client.

In one embodiment of the present application, the server outputs conflict prompt information to different client terminals, and the different client terminals display the conflict prompt information, and the conflict prompt information includes the user terminals corresponding to multiple session information. A conflict prompt message displayed by a client is shown in Figure 12. The customer service terminal obtains the corresponding customer service input selection instruction information according to the conflict prompt information. As shown in FIG. 12, the customer service 2 Linda inputs selection instruction information through the customer service terminal, and the selection instruction information is "yes" or "no" in this specific embodiment. "Yes" means that customer service 2 Linda still chooses to continue the conversation with user Andy, and "No" means that customer service 2 Linda chooses to interrupt the conversation with user Andy. The customer service end sends the selection instruction information input by the customer service to the server. The server receives the selection instruction information sent by different customer service terminals. When there is only one selection instruction information in the selection instruction information sent by the different customer service terminals to continue the session, the customer service terminal whose selection instruction information is to continue the session is the target customer service end. When there is a plurality of selection instruction information in the selection instruction information sent by different client terminals to continue the session, the server selects one customer service terminal as the target customer service terminal from the plurality of client terminals whose selection instruction information is to continue the session.

Specifically, the server selects one client as the target client from the multiple clients whose selection instruction information is to continue the conversation, including: obtaining the customer service attribute information and / or session time corresponding to the multiple clients whose selection instruction information is to continue the conversation. Information; a customer service terminal is determined as the target customer service terminal according to the customer service attribute information and / or session time information.

Specifically, the server selects one client as a target from the multiple clients that select the instruction information to continue the conversation. The server includes: the server randomly selects one client as the target from the multiple clients that select the instruction information to continue the conversation. Kefuduan.

In an embodiment of the present application, after the customer service terminal sends the selection instruction information input by the customer service to the server, the server may choose to send the selection instruction information to the user terminal. As shown in FIG. 12, the customer service 2 Linda inputs selection instruction information through the customer service terminal, and the selection instruction information is "yes" in this specific embodiment. "Yes" indicates that the customer service 2linda still chooses to continue the conversation with the user Andy. After the server sends the selection instruction information of the customer service 2 linda to continue the session, the user corresponding to the user terminal can know that linda can be used as the target customer service in the store for subsequent sessions. In this way, when the client terminal receives the respective selection instruction information of the client terminals corresponding to multiple sessions, it can select the final target client terminal from the client terminals that choose to continue the session.

In an embodiment of the present application, after the customer service terminal sends the selection instruction information inputted by the customer service to the server, the server may also choose not to send the selection instruction information to the user terminal, and only send the final target customer service terminal to the user terminal. .

In summary, this application provides a method for determining a target customer service terminal of an online customer service system, a user terminal, a customer service terminal, a server, an online customer service system, a computing device, and a computer-readable storage medium. Multiple session information. When the customer service ends corresponding to multiple session information belong to different customer service ends of the same merchant, it means that the merchant has multiple customer service customers who have received the same client. At this time, the server determines the target from different customer service ends. Customer service, the target customer service, as the merchant's only customer service, talks with the client, which improves the user's subsequent communication experience and reduces the waste of resources on the customer service side.

It should be noted that although the operations of the method of the present invention are described in a specific order in the drawings, this does not require or imply that these operations must be performed in that specific order, or that all operations shown must be performed to achieve the desired result . Additionally or alternatively, certain steps may be omitted, multiple steps may be combined into one step for execution, and / or one step may be split into multiple steps for execution.

Although the present application provides method operation steps as described in the embodiments or flowcharts, more or less operation steps may be included based on conventional or non-creative means. The order of steps listed in the embodiments is only one way of executing the steps, and does not represent the only order of execution. When the actual device or client-side product is executed, it may be executed sequentially or in parallel according to the method shown in the embodiment or the accompanying drawings (for example, a parallel processor or multi-threaded environment, or even a distributed data processing environment). The terms "including", "comprising", or any other variation thereof are intended to encompass non-exclusive inclusion, such that a process, method, product, or device that includes a series of elements includes not only those elements, but also other elements not explicitly listed Elements, or elements that are inherent to such a process, method, product, or device. Without more restrictions, it does not exclude that there are other identical or equivalent elements in the process, method, product or equipment including the elements.

The units, devices, or modules described in the foregoing embodiments may be specifically implemented by a computer chip or entity, or by a product having a certain function. For the convenience of description, when describing the above device, the functions are divided into various modules and described separately. Of course, when implementing the present application, the functions of each module may be implemented in the same or multiple software and / or hardware, or the module that implements the same function may be implemented by a combination of multiple submodules or subunits. The device embodiments described above are only schematic. For example, the division of the unit is only a logical function division. In actual implementation, there may be another division manner. For example, multiple units or components may be combined or integrated. To another system, or some features can be ignored or not implemented. In addition, the displayed or discussed mutual coupling or direct coupling or communication connection may be indirect coupling or communication connection through some interfaces, devices or units, which may be electrical, mechanical or other forms.

Those skilled in the art also know that, in addition to implementing the controller in pure computer-readable program code, it is entirely possible to make the controller logic gates, switches, application specific integrated circuits, programmable logic controllers, and embedded controllers by logically programming the method steps. Microcontrollers and the like to achieve the same function. Therefore, such a controller can be considered as a hardware component, and the device included in the controller for implementing various functions can also be considered as a structure within the hardware component. Or even, the means for implementing various functions may be regarded as a structure that can be both a software module implementing the method and a hardware component.

This application may be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, classes, etc. that perform specific tasks or implement specific abstract data types. The present application can also be practiced in distributed computing environments in which tasks are performed by remote processing devices connected through a communication network. In a distributed computing environment, program modules may be located in local and remote computer storage media, including storage devices.

It can be known from the description of the foregoing embodiments that those skilled in the art can clearly understand that this application can be implemented by means of software plus a necessary universal hardware platform. Based on such an understanding, the technical solution of the present application, in essence, or a part that contributes to the existing technology, can be embodied in the form of a software product, which can be stored in a storage medium, such as ROM / RAM, magnetic disk , Optical discs, etc., including a number of instructions for causing a computer device (which may be a personal computer, a mobile terminal, a server, or a network device, etc.) to execute the methods described in various embodiments or certain parts of the embodiments of the present application.

Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the various embodiments may be referred to each other. Each embodiment focuses on differences from other embodiments. This application can be used in many general-purpose or special-purpose computer system environments or configurations. For example: personal computer, server computer, handheld or portable device, tablet device, multi-processor system, microprocessor-based system, set-top box, programmable electronic device, network PC, small computer, mainframe computer, including the above Distributed computing environment for any system or device, etc.

Although the present application is described through the examples, those skilled in the art know that there are many variations and changes in the present application without departing from the spirit of the present application, and it is expected that the appended claims include these variations and changes without departing from the spirit of the application.

Claims

An online customer service system, characterized in that the system includes a user terminal, a server, and multiple customer service terminals of a merchant,

The server is configured to obtain multiple session information corresponding to the user terminal, and when the client terminals corresponding to the multiple session information are different, determine a target client terminal from different client terminals, and each of the session information Corresponds to a client and a client.
The system according to claim 1, wherein the session information comprises an ongoing session, a historical session, and a session request initiated by a user terminal or a customer service terminal.
The system according to claim 2, characterized in that the server determining the target customer service from different customer terminals comprises: the server outputting customer service selection information to the client, and the customer service selection information includes and Customer service corresponding to multiple session information;

The user terminal is configured to display the customer service selection information, and obtain selection instruction information input by the user according to the customer service selection information;

The server is configured to receive selection instruction information sent by the user terminal, and the customer service terminal corresponding to the selection instruction information is the target customer service terminal.
The system according to claim 2, wherein the server determining the target client from different clients comprises:

Obtain customer service attribute information and / or session time information corresponding to different customer service terminals;

According to the customer service attribute information and / or session time information, one customer service terminal is determined as a target customer service terminal from different customer service terminals.
The system according to claim 2, wherein the server determining the target client from different clients comprises:

One client is randomly determined from different clients as the target client.
The system according to claim 2, characterized in that the server determining the target client from different client terminals comprises: the server outputting conflict prompt information to different client terminals, the conflict prompt information including a plurality of sessions Client corresponding to the information;

The customer service terminal is configured to display the conflict prompt information, and obtain selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

The server is configured to receive selection instruction information sent by different client terminals, and determine a target client terminal according to the selection instruction information.
The system according to claim 6, wherein the server determining the target client according to the selection instruction information comprises:

When there is only one selection instruction information in the selection instruction information sent by different customer service terminals to continue the session, the customer service terminal whose selection instruction information is to continue the session is the target customer service terminal.
The system according to claim 6, wherein the server determining the target client according to the selection instruction information comprises:

When there is a plurality of selection instruction information in the selection instruction information sent by different client terminals to continue the session, the server selects one customer service terminal as the target customer service terminal from the plurality of client terminals whose selection instruction information is to continue the session.
The system according to claim 8, wherein the server selecting one client as a target client from a plurality of clients that select the instruction information to continue the conversation includes:

The server randomly determines a client as a target client from a plurality of clients that select the instruction information to continue the conversation; or

Obtaining the selection instruction information is customer service attribute information and / or session time information corresponding to multiple customer terminals that continue the conversation, and a customer service terminal is determined as the target customer service terminal according to the customer service attribute information and / or session time information.
The system according to claim 6, wherein the server determining the target client according to the selection instruction information comprises:

When all the selection instruction information in the selection instruction information sent by different client terminals is to stop the session, the server selects one client terminal from the different client terminals as the target client terminal.
The system according to claim 10, wherein the server selects one client as a target client from different clients including:

Randomly determine one client from different clients as the target client; or

Obtain customer service attribute information and / or session time information corresponding to different customer service terminals, and determine a customer service terminal as the target customer service terminal according to the customer service attribute information and / or session time information.
A user terminal, wherein the user terminal includes:

A selection information display module, configured to receive and display customer service selection information sent by a server, where the customer service selection information is output when the server detects that the customer service end corresponding to the multiple session information of the user end is different, The customer service selection information includes a customer service terminal corresponding to the plurality of session information;

A selection instruction acquisition module, configured to obtain selection instruction information input by a user according to the customer service selection information;

The selection instruction sending module is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.
A customer service terminal is characterized in that the customer service terminal includes:

A conflict information display module is configured to receive and display conflict prompt information sent by a server, where the conflict prompt information includes a client corresponding to the session information of the client, and the conflict prompt information is when the server detects the conflict The customer service corresponding to the multiple session information of the user does not output at the same time;

A selection information input module, configured to obtain selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

The confirmation instruction sending module is configured to send the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.
A server, characterized in that the server includes:

A session information acquisition module, configured to acquire a plurality of session information corresponding to a user terminal;

A target customer service determination module is configured to determine a target customer service from different customer services when the customer services corresponding to the multiple session information are different, and each of the session information corresponds to a client and a customer service.
A method for determining a target client of an online customer service system, wherein the method is applied to a client and includes:

Receive and display customer service selection information sent by a server, the customer service selection information is output when the server detects that the customer service ends corresponding to the multiple session information of the client are different, and the customer service selection information includes the same A client corresponding to the plurality of session information;

Acquiring selection instruction information input by a user according to the customer service selection information;

Sending the selection instruction information to a server, so that the server determines the target client terminal according to the selection instruction information.
A method for determining a target client of an online customer service system, wherein the method is applied to a client and includes:

Receiving and displaying conflict prompt information sent by a server, the conflict prompt information including a client corresponding to the session information of the client, the conflict prompt information corresponding to a plurality of session information corresponding to the client detected by the server Output from the customer service side;

Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

Sending the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.
A method for determining a target customer service terminal of an online customer service system, wherein the method is applied to a server and includes:

Acquiring multiple session information corresponding to a user terminal;

When the customer service terminals corresponding to the multiple session information are different, a target customer service terminal is determined from different customer service terminals, and each of the session information corresponds to a user terminal and a customer service terminal.
A computing device, characterized in that the computing device includes a processor and a storage device adapted to implement various instructions, the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by a processor:

Receive and display customer service selection information sent by a server, the customer service selection information is output when the server detects that the customer service end corresponding to multiple sessions of a client is different, and the customer service selection information includes The client corresponding to the multiple session information;

Acquiring selection instruction information input by a user according to the customer service selection information;

Sending the selection instruction information to a server, so that the server determines the target client terminal according to the selection instruction information.
A computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and the computer program is configured to execute:

Receive and display customer service selection information sent by a server, the customer service selection information is output when the server detects that the customer service end corresponding to multiple sessions of a client is different, and the customer service selection information includes The client corresponding to the multiple session information;

Acquiring selection instruction information input by a user according to the customer service selection information;

Sending the selection instruction information to a server, so that the server determines the target client terminal according to the selection instruction information.
A computing device, characterized in that the computing device includes a processor and a storage device adapted to implement various instructions, the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by a processor:

Receiving and displaying conflict prompt information sent by a server, the conflict prompt information including a client corresponding to session information of a client, the conflict prompt information corresponding to a plurality of session information of the client detected by the server The client does not output at the same time;

Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

Sending the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.
A computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and the computer program is configured to execute:

Receiving and displaying conflict prompt information sent by a server, the conflict prompt information including a client corresponding to session information of a client, the conflict prompt information corresponding to a plurality of session information of the client detected by the server The client does not output at the same time;

Obtaining selection instruction information input by the customer service corresponding to the customer service terminal according to the conflict prompt information;

Sending the selection instruction information to a server, so that the server determines a target client terminal according to the selection instruction information.
A computing device, characterized in that the computing device includes a processor and a storage device adapted to implement various instructions, the storage device stores a plurality of instructions, and the instructions are adapted to be loaded and executed by a processor:

Acquiring multiple session information corresponding to a user terminal;

When the customer service terminals corresponding to the multiple session information are different, a target customer service terminal is determined from different customer service terminals, and each of the session information corresponds to a user terminal and a customer service terminal.
A computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and the computer program is configured to execute:

Acquiring multiple session information corresponding to a user terminal;

When the customer service terminals corresponding to the multiple session information are different, a target customer service terminal is determined from different customer service terminals, and each of the session information corresponds to a user terminal and a customer service terminal.