WO2020125775A1 - Procédé et appareil de traitement d'informations de service de client en ligne à plusieurs parties de service - Google Patents

Procédé et appareil de traitement d'informations de service de client en ligne à plusieurs parties de service Download PDF

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Publication number
WO2020125775A1
WO2020125775A1 PCT/CN2019/127152 CN2019127152W WO2020125775A1 WO 2020125775 A1 WO2020125775 A1 WO 2020125775A1 CN 2019127152 W CN2019127152 W CN 2019127152W WO 2020125775 A1 WO2020125775 A1 WO 2020125775A1
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WIPO (PCT)
Prior art keywords
service
customer
information
application software
party
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PCT/CN2019/127152
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English (en)
Chinese (zh)
Inventor
鲁峰
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深圳市愚公科技有限公司
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Publication of WO2020125775A1 publication Critical patent/WO2020125775A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
    • H04L12/1822—Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
    • 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
    • H04L67/01—Protocols
    • H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
    • 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
    • H04L67/50—Network services
    • H04L67/55—Push-based network services

Definitions

  • the invention relates to the field of instant messaging technology, in particular to a multi-service online customer service information processing method and device.
  • the session information is transmitted between two users who have added friends, or between multiple users in a group.
  • This system will cause problems when there are multiple service parties serving the same product in the communication between consumers and service parties.
  • the Internet of Things especially the Internet of Things in smart homes, there are home robots, such as smart refrigerators, smart rice cookers, smart lights, and smart air conditioners. Consumers can control these home robots through the Internet of Things or through things.
  • problems that occur in different home robots, or problems that occur in different parts of the same robot, or problems of different nature should be handled by different service parties, otherwise they cannot be handled professionally. .
  • an APP may also correspond to multiple service parties, and the above problems also exist at this time; for example, in service products such as multi-company and technology integration, there will also be multiple service parties and There are the above problems. Generally speaking, as long as the online customer service scenario with multiple service parties will have the above problems.
  • the technical problem solved by the present invention is: in the case where there are multiple service parties, for example in the online customer service scenario of the Internet of Things, since the consumer does not know who the service party handling the problem is, follow the steps of adding friends or grouping In the way of conversation, the customer complaint information cannot be sent out.
  • the present invention proposes a multi-service online customer service information processing method and device.
  • the present invention adopts the following technical solutions:
  • a multi-service online customer service information processing method including:
  • the client communication application software of the client terminal and the customer service communication application software of the server are different communication application software, respectively forming different instant communication platforms.
  • the customer service communication application software is a child application software running on the parent application software.
  • the multi-service online customer service information processing method is used to process online customer service information in the Internet of Things, and the identifier carried by the first customer complaint information includes: the product identifier involved in the customer complaint information, the customer Identify the problem or fault involved in the complaint.
  • the method further includes: after receiving the confirmation of the problem resolution, canceling the instant messaging channel transmitting the session information; when the client terminal re-initiates the customer complaint information, it is regarded as the first step described in step S1. Article complaint information.
  • multiple client terminals log in to different instant messaging platforms respectively.
  • the first customer complaint message is initiated through a customer communication application software, and the customer communication application runs on the robot management APP, so that if a problem is encountered during robot management, it can be easily initiated. State the first customer complaint information.
  • the identification includes multiple sub-identifications.
  • the present invention provides a multi-service online customer service information processing device, including one or more processors and a memory, the processor runs a computer program in the memory to perform the above method.
  • the present invention also provides a computer-readable storage medium that stores a computer program used in conjunction with a computing device, the computer program can be executed by a processor to implement the above method.
  • the first customer complaint information is associated with the service party, so that the first customer complaint information can be sent to the service party associated with the logo to obtain the corresponding customer account and information pull request that initiated the first customer complaint information.
  • the customer service account of the service party establishes a conversation channel between the client terminal and the service party according to the two accounts to reply the first customer complaint message and transmit subsequent conversation information. In this way, in the case where the consumer does not know to which service party the customer complaint information should be sent, the first customer complaint information can still be sent to the appropriate service party and thus be processed.
  • FIG. 1 is a schematic structural diagram of an online customer service information processing system of an Internet of Things according to an embodiment of the present invention
  • FIG. 2 is a schematic flow chart of a method for processing online customer service information of an Internet of Things according to an embodiment of the present invention
  • FIG. 3 is an interaction diagram of an Internet of things online customer service information processing method according to an embodiment of the present invention.
  • FIG. 4 is a schematic flowchart of a method for processing online customer service information of an Internet of Things according to a modified embodiment of the present invention
  • FIG. 5 is a schematic flowchart of a method for processing online customer service information of an Internet of Things according to another modified embodiment of the present invention.
  • FIG. 6 is a schematic structural diagram of an online customer service information processing system of an Internet of Things according to a modified embodiment of the present invention.
  • the Internet of things online customer service information processing system includes a client terminal 1, a multi-service party online customer service information processing device 100 (which appears as a server or a server cluster in actual implementation), and a service party 5.
  • a multi-service online customer service information processing device which appears as a server or a server cluster in actual implementation
  • a service party 5 which appears as a server or a server cluster in actual implementation
  • the "multi-service online customer service information processing device” is simply referred to as an "information processing device.”
  • the client terminal 1 is a smart terminal held by a consumer, such as a smart phone, on which client communication application software runs.
  • the customer communication application software is specifically an APP developed by the manufacturer according to the application scenario of the sweeping robot, and its functions are mostly related to household robots such as the sweeping robot.
  • consumers can control the sweeping path of the sweeping robot. When encountering problems, they can also provide feedback and help to the manufacturer through the online customer service function of the APP.
  • the service party 5 represents a manufacturer and is used to provide online customer service for consumers. It includes one or more service parties, and each service party may have multiple service terminals.
  • the service terminal is an intelligent terminal held by the staff of the manufacturer, such as a smart phone or a personal computer.
  • the customer service communication application software runs on the service terminal, and the manufacturer staff can provide online customer service for consumers through the customer service communication application software. Considering the application scenarios of online customer service, the customer service communication application software is customized, such as the APP developed by the manufacturer.
  • the information processing apparatus 100 may be a cloud server or a server cluster, one form of which includes one or more processors and a memory, and the processor runs a computer program in the memory to execute the multi-service online customer service information of the embodiment of the present invention. Approach.
  • the multi-service online customer service information processing method includes steps S1 to S6.
  • Step S1 Obtain the customer account corresponding to the customer terminal that initiated the first customer complaint information.
  • Each cleaning robot corresponds to one or more client terminals 1.
  • a client communication application software runs on the client terminal 1.
  • the client communication application software includes instant communication software or other communication software, and also includes control software for controlling the robot, which runs on the client terminal 1, such as the client
  • the terminal 1 runs an operating system, and the client communication application software runs in the operating system.
  • the consumer can control the cleaning robot through the client terminal 1.
  • the client communication application software corresponds to a client account, and the client account can be used as the ID for identifying the client terminal 1.
  • the specific form can be a phone number, email address, letter, or symbol.
  • the client accounts corresponding to different client terminals 1 are different.
  • APP customer communication application software
  • customer service request There are various forms of customer service requests, such as clicking the button "Initiate customer service request" on the APP, ticking options in the dialog box that pops up, and entering text content, but in the end, customer complaint information will be formed and initiated.
  • the consumer as the originator of the customer complaint information does not know to whom or which service party the customer complaint information is to be sent. What the consumer needs is to receive a reply and get help.
  • the second, third, and fourth customer complaint information initiated in the course of this manual service is the first customer complaint information.
  • the biggest difference between the first customer complaint information and other follow-up customer complaint information is that when the first customer complaint information is issued, the consumer does not know which one of the multiple service parties to find and needs to determine this; When the complaint message is sent, the consumer has established an instant messaging contact with a customer service, and there is no need to determine the service party again.
  • the form of the first customer complaint message includes text, voice, picture, or video, etc., which reflects the needs of consumers.
  • the information processing device 100 obtains the customer account after receiving the first customer complaint information.
  • Step S2 Obtain the identifier corresponding to the first customer complaint information.
  • the identification may be carried by the first customer complaint information, or may be generated by the information processing device 100 according to the received first customer complaint information. After the consumer uses the manual service on the client communication application software of the client terminal 1, after initiating the first customer complaint message, although the consumer does not know which service party to send to and who is not specified, at least the information processing device 100 can After receiving the first piece of customer complaint information, it can obtain or generate the identifier corresponding to the first piece of information after receiving it.
  • the identification may specifically be a label, classification, ID, serial number, character string, etc., as long as it is associated with the first customer complaint information and can distinguish different service parties.
  • It can be a type of customer complaint information or a customer complaint information corresponding to an identifier.
  • the customer complaint information related to the cleaning robot's inability to connect to the network corresponds to 0001
  • the customer complaint information related to the mechanical structure of the sweeping robot fails to correspond to 0010, where 0001 and 0010 are binary numbers.
  • the information processing device 100 can acquire the identifier associated with the customer complaint information, and then distinguish the customer complaint information sent by different client terminals 1 through the customer account of the customer communication application software.
  • the logo is associated with the service party 5 in addition to the first customer complaint information.
  • sweeping robots have different brands, which corresponds to different manufacturers. Since the sweeping robot involves multiple technical fields, even one brand of sweeping robot corresponds to different service providers, including software service providers, hardware service providers, and product manufacturers.
  • the service providers that provide manual services to consumers are also divided into different categories, that is, different service providers correspond to different service providers, such as software service providers, hardware service providers, and product production service providers. These service providers may all have Consumers need to provide corresponding online services.
  • Different types of service parties correspond to different identifications, that is, different types of service parties are associated with different identifications.
  • the association of the logo with the first customer complaint information and the service party 5 is set in advance. Once the first customer complaint information is generated, its association with the logo and the service party 5 is determined.
  • the first customer complaint information can also be directly associated with the service party 5, but since the first customer complaint information may be a long text with many irrelevant words, the embodiment of the present invention first extracts from the customer complaint information or Generate the ID, and then you can find the corresponding server according to the association table between the ID and the server. This will make the association table more concise.
  • Step S3 Push the notification related to the first customer complaint information to the service party associated with the logo.
  • the logo can be associated with the service party in such a way that the logo is associated with the service party according to the service sought by the first customer complaint information.
  • the first customer complaint information related to the sweeping robot's inability to connect to the network is defined as the sought If it is a service of a software service party, the corresponding identifier 0001 is associated with the software service party, and the session information related to the failure of the mechanical structure of the cleaning robot is defined as seeking the service of the product manufacturer, and then the corresponding identifier 0010 is associated with the production service party, and so on.
  • the service party associated with the logo can be known, and the notification related to the first customer complaint information can be pushed to the corresponding service party, such as in the push notification Part of the customer complaint information is displayed.
  • the push notification is to tell the service party 5 that there is new information.
  • the service party 5 receives the push notification, it should take the initiative to obtain the latest information so as to process the customer complaint information.
  • Step S4 Receive the information pull request initiated by the service party, and send the first customer complaint information and customer account number to the service party.
  • the service party 5 provides online services for consumers.
  • Different types of service parties include at least service personnel, usually also including management personnel, then the service terminal corresponds to the service personnel terminal and the management personnel terminal, that is, the service party 5 corresponds to one or more Service terminal.
  • the customer service account also includes the service personnel account and the management personnel account.
  • There can be multiple service personnel and management personnel so there are multiple service personnel terminals and management personnel terminals, and correspondingly, there are also multiple service personnel accounts and management personnel accounts.
  • the permission of the service personnel account is to reply to the customer complaint information
  • the permission of the management personnel account is to manage the customer service communication application software, such as permission management and background management.
  • the management personnel perform authority management and background management through the information processing device 100.
  • the service party associated with the identifier corresponding to the first customer complaint information is a software service party. If there are multiple service personnel terminals corresponding to the software service party, that is, the service personnel account, all notifications related to the first customer complaint information will be pushed. Give these service personnel a terminal, and then decide who handles the corresponding first customer complaint information in a random, designated or rush answering manner.
  • the service staff terminal may be offline. Which service staff terminal comes online first to process the push notification, the corresponding first customer complaint information will be processed by it, and the remaining service staff terminals that come online will not have the authority to process the first customer. V. Information.
  • the service staff terminal After receiving the push notification, the service staff terminal initiates an information pull request on the customer service communication application software to view the specific first customer complaint information.
  • One form of initiating the information pull request is to click the push notification to enter the message page.
  • the information processing device 100 After receiving the information pull request, the information processing device 100 sends the first customer complaint information and the customer account number to the customer service communication application software on the service staff terminal, that is, to the service party 5. After pulling, the first customer complaint information temporarily stored in the information processing device 100 may be deleted.
  • Step S5 Obtain the customer service account of the customer service communication application software corresponding to the information pull request. That is, the customer service account corresponding to the customer service communication application software of the service party that handles the push notification is obtained.
  • the service party corresponds to one or more service terminals
  • the service terminals can run customer service communication application software. Similar to the customer communication application software, the customer service communication application software running on the service terminal corresponds to a customer service account, and the customer service account corresponding to the customer service communication application software running on different service terminals is also different.
  • the customer service account can be used as the ID for identifying the service terminal, and the specific form can be a phone number, email address, letter or symbol.
  • the customer service account for obtaining the customer service communication application software may be when the server handles the push notification, or when the server initiates an information pull request, or when the server requests a reply to the first customer complaint information
  • the present invention is not limited to this.
  • Step S6 Establish an instant communication channel for transferring session information between the client terminal corresponding to the client account and the service party corresponding to the customer service account, and transfer the session information; thereafter, before the instant communication channel is canceled, the information sent between the client terminal and the service It is no longer regarded as the first customer complaint in step S1.
  • the transfer of session information needs to pass through the client terminal 1, the information processing device 100, and the server 5.
  • the service party After pulling the first customer complaint information, the service party will request a reply to the first customer complaint information, for example, by adding the client terminal 1 as a friend or a temporary friend for a conversation.
  • the information processing device 100 After receiving the request, the information processing device 100 establishes a temporary conversation channel between the corresponding customer communication application software and the corresponding customer service communication application software according to the customer account and the customer service account.
  • the service party 5 requests the instant messaging server to An instant communication channel is established between the client terminal 1 and the service party 5, so that the service staff of the service party 5 sends a reply to the first customer complaint message to the consumer and transmits subsequent session information.
  • the first customer complaint information is associated with the service party by setting a logo, so that the first customer complaint information can be sent to the service party associated with the logo to obtain the customer who initiated the first customer complaint information
  • the customer service account number of the service party corresponding to the account and information pull request based on these two accounts, establishes a conversation channel between the client terminal and the service party to reply the first customer complaint message and transmit subsequent conversation information.
  • the first customer complaint information can still be sent to the appropriate service party and thus be processed.
  • the method for processing online customer service information of the Internet of Things allows a group conversation or customer communication application software to add friends and the like, as long as the two communication application software are equivalent on the message page.
  • the customer communication application software and the customer service communication application software of the service party 5 can be different communication application software, which are on different platforms, respectively, and form different instant communication platforms. This allows the two communication application software to be developed separately according to actual needs to be more user-friendly; for example, the customer communication application software focuses on improving the consumer experience, and the customer service communication application software is convenient for service personnel to process customer complaint information.
  • the customer communication application software and the customer service communication application software are different communication application software. Specifically, the two have different functions.
  • the customer communication application software has a social function, and the customer service communication application software has information statistics function; or, the customer communication
  • the application software is an independent application software, and the customer service communication application software is based on the parent application software such as WeChat to run sub-application software such as applets, which can make the customer service communication application software have better stability, convenience, and implementation 24 hours online service.
  • step S2 precedes step S1, which belongs to the protection scope of the present invention.
  • the embodiment of the present invention further includes step S7. After receiving the confirmation of the problem resolution, the instant messaging channel that transmits the session information is cancelled; after that, when the client terminal initiates the customer complaint information again, it is regarded as step S1. The first customer complaint information.
  • the information processing device 100 sends information to the client terminal 1 to confirm whether the manual service solves the consumer’s problem. If the consumer believes that the problem has been solved, select “Problem solved” in the pop-up dialog box, and the information processing device 100 After receiving the confirmation of the resolution of the problem, the session channel for transferring session information between the client terminal 1 and the server 5 is canceled. A specific form of expression is to release the friend relationship between the client terminal 1 and the server 5. In this way, resources of the information processing apparatus 100 can be saved.
  • the embodiment of the present invention further includes step S8. After receiving the confirmation of problem resolution, storing the session information between the client terminal 1 and the service party 5.
  • the information processing device 100 stores the session information between the client terminal 1 and the service party 5, including storing the question and answer, which facilitates the analysis of the session information.
  • the client terminal 1 may also be a smart speaker.
  • Client communication application software runs on the smart speaker and can communicate with the information processing device 100.
  • consumers need manual services they initiate customer service requests through voice "request manual services" to form the first customer complaint message.
  • the client terminal 1 may also be a robot terminal on the cleaning robot.
  • the robot terminal is an intelligent terminal, on which a robot management APP runs, and the client communication application software runs on the robot management APP. Consumers can use manual services on the robot terminal to initiate the first customer complaint information to the information processing device 100. In this way, consumers can easily initiate the first customer complaint information if they encounter problems when managing robots.
  • the information processing apparatus 100 may be specifically a single server, or may be a cloud including multiple servers.
  • the information processing apparatus 100 is a group including a front-end response server 2, an information storage server 3, an information push server 4, and an instant messaging server 6, where these servers are logical virtual servers or physical physical servers.
  • the front-end response server 2 communicates with the client terminal 1 and the information storage server 3 to obtain the customer account of the customer communication application software that initiated the first customer complaint information, and is also used to obtain the identification of the first customer complaint information and the first customer complaint.
  • the information and logo are sent to the information storage server 3.
  • the information storage server 3 communicates with the front-end response server 2, the information push server 4, and the service party 5, and is used to send the first customer complaint information and logo to the information push server 4, and is also used to obtain the customer service communication application software of the service party 5.
  • the information push server 4 is used to store the first customer complaint information and push the notification to the service party 5 associated with the identifier.
  • the instant messaging server 6 is used to establish a conversation channel to realize information transmission. In this way, the client terminal 1 initiates the first customer complaint message, passes through the front-end response server 2, the information storage server 3, and the information push server 4 in sequence, and finally transmits it to the server 5. According to the obtained customer account and customer service account, an instant communication channel is established between the client terminal 1 and the service party 5 through the instant communication server 6, thereby transmitting session information.
  • the identification is generated based on the first customer complaint information received.
  • the information processing device 100 After receiving the first customer complaint information, the information processing device 100 identifies the content of the first session information, such as semantic recognition in the prior art, to determine the problems it encounters, and then based on the pre-set problems and identification Correspondence to determine the identification.
  • a type of problem corresponds to a label
  • this label also corresponds to a server, so that a certain type of problem is designated to be handled by a server; for example, the cleaning robot cannot connect to the corresponding label of the network It is 0001, and the corresponding service party is a software service party; the corresponding identifier of the mechanical structure of the cleaning robot is 0010, and the corresponding service party is the product production service party.
  • the identification is carried by the first customer complaint information.
  • the information processing device 100 needs to process a lot of data of the cleaning robot, especially in the scenario where the service side is subdivided into multiple to provide accurate online services. How to reduce the burden on the information processing device 100 and increase the response speed is a crucial issue.
  • the customer communication application software allows consumers to select the problem object when the customer initiates a customer service request.
  • the problem object can be one or more of brand, model, product type, product function, hardware, structure, etc.; for example, Consumers use the manual service function in the customer communication application software.
  • the customer communication application software pops up the option "Which product has a problem? A. Sweeping robot; B. Lighting system". The consumer chooses A.
  • the customer communication application software pops up again.
  • Option "Which function has the problem? A, WiFi; B, map” the consumer selects A, and then the consumer fills in the problem description "Cannot connect” in the "Please describe the problem of the function” option that pops up in the customer communication application software
  • the first customer complaint message includes the problem object "sweeping robot WiFi” and the problem description "unable to connect”.
  • the client communication application software generates a logo based on the preset relationship between the problem object and the logo. For example, the logo corresponding to the problem object "sweeping robot WiFi" is 0001, so that the logo 0001 is bound to the first customer complaint information, which is the first The customer complaint information is marked when it is generated on the client terminal 1.
  • the client terminal 1 Since the logo is generated by the client communication application software running on the client terminal 1, as compared to the identification of the content of the first customer complaint information generated by the information processing device 100, the client terminal 1 is responsible for the calculation. The amount of calculation of the information processing device 100 is reduced, thereby reducing the burden on the information processing device 100 and increasing the response speed of the information processing device 100.
  • the first customer complaint information includes a problem description and a problem object.
  • the logo is generated based on the problem description and problem object. That is, a part of information is extracted from the problem description together with the problem object to form matching information, and the identification is determined according to the matching relationship between the matching information and the identification that has been set in advance in the matching information, thereby associating the first customer complaint information with the server. For example, if the consumer uses the manual service function in the customer communication application software, the option "Ask which product has a problem; A, a sweeping robot; B, a lighting system" pops up in the customer communication application software.
  • the consumer selects A, and then the consumer Fill in the problem description "Cannot connect to WiFi” in the "Please describe the problem of this product” option popped up in the communication application software.
  • the first customer complaint information includes the problem description "Unable to connect to WiFi" and the problem object "sweeping robot".
  • the information processing device 100 performs semantic recognition on the problem description "Unable to connect to WiFi" of the first customer complaint information to extract the problematic The function is WiFi.
  • part of the information "WiFi function” extracted from the problem description and the problem object "sweeping robot” together form the matching information "WiFi function of the sweeping robot".
  • the matching information "Wi-Fi function of the sweeping robot" corresponds to the identifier 0001, and the corresponding service party is a software service party. In this way, the first customer complaint information, logo, and service party are associated.
  • the logo includes multiple sub-identifiers, so that the logo has multiple dimensions, so that the logo is associated with the subdivided service party.
  • one sub-identity corresponds to one binary number
  • the present invention also provides a computer-readable storage medium that stores a computer program used in conjunction with a computing device, the computer program can be executed by a processor to implement the above method.
  • the present invention is not only applicable to the Internet of Things, but also applicable to other situations, such as service products of multiple companies and technology integration.
  • the present invention is particularly suitable for scenarios where there are multiple parties on the communication and both parties use different communication application software.
  • the present invention can send the first customer complaint information used by multiple first parties to questions to multiple second parties.
  • the communication application software running on multiple first-party client terminals can also be different.
  • multiple client terminals correspond to multiple different smart home apps. These smart home apps are different communication application software and are formed separately. Different instant communication platforms and corresponding client terminals can communicate with appropriate service parties through the multi-service online customer service information processing device of the present invention, thereby solving their respective problems. It can be seen that the present invention has good applicability.

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Abstract

L'invention concerne un procédé et un appareil de traitement d'informations de service de client en ligne à plusieurs parties de service. Le procédé consiste à : acquérir un compte client correspondant à un terminal client qui initie des premières informations de réclamation de client ; acquérir un identifiant correspondant aux premières informations de réclamation de client ; pousser une notification relative aux premières informations de réclamation de client vers une partie de service associée à l'identifiant ; recevoir une demande d'extraction d'informations initiée par la partie de service, et envoyer les premières informations de réclamation de client et le compte client à la partie de service ; acquérir un compte de service client de la partie de service correspondant à la demande d'extraction d'informations ; et transmettre des informations de session entre le terminal client correspondant au compte client et la partie de service correspondant au compte de service de client. L'appareil comprend un ou plusieurs processeurs et une mémoire, le processeur exécutant un programme informatique dans la mémoire pour mettre en œuvre le procédé. La présente invention rend encore possible d'envoyer les premières informations de réclamation de client à une partie de service appropriée lorsqu'un consommateur ne connaît pas la partie de service à laquelle doivent être envoyées les informations de réclamation de client.
PCT/CN2019/127152 2018-12-20 2019-12-20 Procédé et appareil de traitement d'informations de service de client en ligne à plusieurs parties de service WO2020125775A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201811565323.XA CN109687982A (zh) 2018-12-20 2018-12-20 多服务方在线客服信息处理方法及装置
CN201811565323.X 2018-12-20

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