WO2019228229A1 - Système de service client en ligne, terminal utilisateur, serveur, terminal de service client et procédé - Google Patents

Système de service client en ligne, terminal utilisateur, serveur, terminal de service client et procédé Download PDF

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Publication number
WO2019228229A1
WO2019228229A1 PCT/CN2019/087800 CN2019087800W WO2019228229A1 WO 2019228229 A1 WO2019228229 A1 WO 2019228229A1 CN 2019087800 W CN2019087800 W CN 2019087800W WO 2019228229 A1 WO2019228229 A1 WO 2019228229A1
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WIPO (PCT)
Prior art keywords
customer service
information
client
server
selection instruction
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PCT/CN2019/087800
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English (en)
Chinese (zh)
Inventor
尹启绣
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阿里巴巴集团控股有限公司
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Publication of WO2019228229A1 publication Critical patent/WO2019228229A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H04L67/141—Setup of application sessions
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H04L67/143—Termination or inactivation of sessions, e.g. event-controlled end of session

Definitions

  • 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.
  • 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.
  • a customer service such as A customer service
  • 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.
  • 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.
  • 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.
  • a client 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.
  • a customer service terminal including:
  • 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 including:
  • a session information acquisition module configured to acquire a plurality of session information corresponding to a user terminal
  • a method for determining a target client of an online customer service system is proposed, which is applied to a client and includes:
  • a method for determining a target client of an online customer service system is proposed, which is applied to a client and includes:
  • 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;
  • a method for determining a target client of an online customer service system is proposed, which is applied to a server and includes:
  • 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.
  • 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;
  • a computer-readable storage medium storing a computer program, the computer program for executing:
  • 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;
  • a computing device 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.
  • 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;
  • a computer-readable storage medium storing a computer program, where the computer program is configured to execute:
  • 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;
  • a computing device 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.
  • 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.
  • 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. 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. 7 is a schematic structural diagram of a server according to 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.
  • 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 .
  • 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:
  • 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.
  • a customer service such as A customer service
  • the session ends.
  • 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
  • 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.
  • the user experience is poor, and it is also a waste of resources for the customer service side.
  • 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.
  • 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.
  • 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.
  • the order is successfully placed in the store A.
  • 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.
  • 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.
  • 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.
  • the step includes:
  • S711 The server outputs customer service selected information to the client.
  • the customer service selection information includes a customer service terminal corresponding to multiple session information.
  • 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.
  • 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.
  • 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.
  • 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.
  • the step S7 server determines the target client from the different clients can also be implemented in the following ways:
  • S731 The server obtains customer service attribute information and / or session time information corresponding to different customer service terminals.
  • the customer service attribute information generally includes the service scope of the customer service, such as pre-sale and after-sale.
  • the session time information generally refers to a start time, an end time, and a duration of a session.
  • the step S7 server determines the target client from the different clients can also be implemented in the following ways:
  • S741 The server outputs conflict prompt information to different client terminals
  • Different client terminals display the conflict prompt information, and the conflict prompt information includes a client corresponding to multiple session information.
  • the conflict prompt information displayed by a client is shown in FIG. 12.
  • the conflict prompt information displayed by the customer service terminal may also be performed in other ways, which is not repeated here.
  • the customer service terminal obtains the corresponding customer service input selection instruction information according to the conflict prompt information.
  • 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.
  • the server 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.
  • 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.
  • 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.
  • the server 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 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.
  • 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.
  • 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.
  • 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.
  • 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 customer service selection information displayed by the client is shown in FIG. 11.
  • the customer service selection information includes nicknames of the customer services corresponding to different customer service terminals.
  • 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.
  • the display of the customer service selection information by the user terminal may be performed in other manners, which is not repeated here.
  • 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 user Andy can select the customer service 1 snail or the customer service 2 linda.
  • 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.
  • 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. 6 shows a schematic structural diagram of a client terminal of the present application.
  • 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 conflict prompt information displayed by a client is shown in FIG. 12.
  • the conflict prompt information displayed by the customer service terminal may also be performed in other ways, which is not repeated here.
  • 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 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.
  • 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.
  • the server 200 includes:
  • 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.
  • the target client-side determination module 202 is configured to randomly determine one client from different client terminals as the target client terminal.
  • the server may select any one of customer service 1 snail or customer service 2 linda as the target customer service terminal.
  • 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.
  • the customer service attribute information generally includes the service scope of the customer service, such as pre-sale and after-sale.
  • the session time information generally refers to a start time, an end time, and a duration of a session.
  • 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.
  • 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.
  • 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.
  • the customer service corresponding to customer service 2 is the target customer service.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • the target client-side determination module 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.
  • the target client-side determination module 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.
  • 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.
  • 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.
  • one customer service terminal is selected from the different customer service terminals as the target customer service end.
  • 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.
  • 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:
  • 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;
  • the present application also proposes a computer-readable storage medium storing a computer program, where 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 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;
  • 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 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;
  • 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;
  • 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:
  • 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.
  • the present application also proposes a computer-readable storage medium storing a computer program for execution, including:
  • 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;
  • the customer service selection information displayed by the client is shown in FIG. 11.
  • the customer service selection information includes nicknames of the customer services corresponding to different customer service terminals.
  • 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.
  • the display of the customer service selection information by the user terminal may be performed in other manners, which is not repeated here.
  • the user Andy can select the customer service 1 snail or the customer service 2 linda.
  • 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.
  • 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.
  • the conflict prompt information displayed by a client is 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.
  • 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.
  • step S302 includes: randomly determining one client terminal from different client terminals as the target client terminal.
  • 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.
  • the session time information generally refers to a start time, an end time, and a duration of a session.
  • 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.
  • 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.
  • the customer service corresponding to customer service 2 is the target customer service.
  • 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.
  • 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.
  • 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.
  • the selection instruction information 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.
  • step S302 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.
  • 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.
  • 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.
  • step S302 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.
  • 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.
  • 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.
  • the server needs to determine the target client from the different clients.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • the customer service terminal whose selection instruction information is to continue the session is the target customer service end.
  • 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 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.
  • the server may choose to send the selection instruction information to the user terminal.
  • 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.
  • 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.
  • 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. .
  • 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.
  • 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.
  • 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.
  • the functions are divided into various modules and described separately.
  • 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.
  • the division of the unit is only a logical function division.
  • multiple units or components may be combined or integrated. To another system, or some features can be ignored or not implemented.
  • 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.
  • program modules include routines, programs, objects, components, data structures, classes, etc. that perform specific tasks or implement specific abstract data types.
  • program modules may be located in local and remote computer storage media, including storage devices.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

L'invention concerne un système de service client en ligne, un terminal utilisateur, un serveur, un terminal de service client et un procédé, se rapportent au domaine de la technologie du traitement de données. Le système comprend : un terminal utilisateur, un serveur et de multiples terminaux de service client d'un commerçant. Le serveur sert : à acquérir de multiples informations de session correspondant au terminal utilisateur, et lorsque les terminaux de service client correspondant aux multiples informations de session sont différents, à déterminer un terminal de service client cible parmi les différents terminaux de service client, chaque élément des informations de session correspondant à un terminal utilisateur et à un terminal de service client. La solution technique de la présente invention évite que de multiples services client du même commerçant reçoivent un utilisateur du même terminal utilisateur et améliore l'expérience de communication ultérieure de l'utilisateur et réduit le gaspillage de ressources du côté service client.
PCT/CN2019/087800 2018-05-31 2019-05-21 Système de service client en ligne, terminal utilisateur, serveur, terminal de service client et procédé WO2019228229A1 (fr)

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