WO2023159879A1

WO2023159879A1 - Message processing method and system, storage medium, and electronic device

Info

Publication number: WO2023159879A1
Application number: PCT/CN2022/109513
Authority: WO
Inventors: 曹海宁
Original assignee: 青岛海尔科技有限公司; 海尔智家股份有限公司
Priority date: 2022-02-28
Filing date: 2022-08-01
Publication date: 2023-08-31
Also published as: CN114697282B; CN114697282A

Abstract

The present disclosure provides a message processing method and system, a storage medium and an electronic device. The method comprises: when receiving a session instruction initiated by a client, feeding back preset hotspot information to the client, wherein the preset hotspot information comprises consultation information that the number of client queries is greater than a preset threshold, and a session code which corresponds to the client; obtaining a target message uploaded to a basic service platform by the client, wherein the target message carries a service objective determined by a target object according to the preset hotspot information; using a preset service rule to send the target message to a service platform for processing, so as to obtain a processing scheme returned by the service platform; and obtaining push content in the processing scheme which is used for addressing the service objective corresponding to the target message, and pushing the push content to the client through an interface provided by the basic service platform.

Description

Message processing method and system, storage medium, and electronic device

This disclosure claims the priority of the Chinese patent application with the application number 202210193560.8 and the invention title "Message processing method and system, storage medium, electronic device" submitted to the China Patent Office on February 28, 2022, the entire contents of which are incorporated by reference in this disclosure.

technical field

The present disclosure relates to the communication field, and in particular, to a message processing method and system, a storage medium, and an electronic device.

Background technique

The traditional customer service solution is an overall packaged solution. When processing messages, they are all processed in the same way. It cannot determine the type of user terminal that the user initiates the customer service request, and actively push information to the user. Information and the type of customer service terminal used by the user to select a suitable customer service terminal to respond to customer service requests, so as to realize accurate customer service request processing. For example, mature solutions on the market generally identify the source of users and distribute user routes to designated agents. For example, a robot provided by a supplier or a skill group of an agent system cannot flexibly handle customer service requests based on the corresponding actual situation. A state where a simple customer service request undergoes complex processing.

In the related technologies, there is no effective technical solution for the problem of single message processing method for customer service request type and inability to perform unified message management.

Contents of the invention

Embodiments of the present disclosure provide a message processing method and system, a storage medium, and an electronic device, so as to at least solve the problems in related technologies such as single message processing methods for customer service request types, and inability to uniformly manage messages.

According to an embodiment of the present disclosure, a message processing method is provided, including: in the case of receiving a session instruction initiated by a client, feeding back preset hotspot information to the client, wherein the preset hotspot information Including: consulting information with the number of client queries greater than the preset threshold and the corresponding session code of the client; obtaining the target message uploaded by the client to the basic service platform, wherein the target message carries the target object determined according to the preset hotspot information business goals; use the preset business rules to send the target message to the business platform for processing, and obtain the processing plan returned by the business platform; obtain the push content used to solve the business goal corresponding to the target message in the processing plan, and pass the push content through the basic service The interface provided by the platform is pushed to the client.

According to another embodiment of the present disclosure, a message processing system is provided, including: a basic service platform, connected to the client and the intelligent distribution platform, configured to obtain the target message uploaded by the client, and send the target message to the intelligent distribution platform The platform, wherein the target message carries the business target determined by the target object according to the preset hotspot information; the intelligent distribution platform is connected to the client, and is set to send the preset The hotspot information is fed back to the client, and the target message is sent to the business platform for processing using preset business rules. The preset hotspot information includes: consulting information whose query times are greater than the preset threshold and the corresponding session code of the client ;The business platform is connected with the intelligent distribution platform, and is set to receive the target message and determine the corresponding processing plan, and feed back the processing plan to the intelligent distribution platform; the intelligent distribution platform is also set to obtain the processing plan to solve the corresponding business of the target message The push content of the target, and push the push content to the client through the interface provided by the basic service platform.

According to yet another embodiment of the present disclosure, a storage medium is further provided, and a computer program is stored in the storage medium, wherein the computer program is configured to execute the steps in any one of the above method embodiments when running.

According to yet another embodiment of the present disclosure, there is also provided an electronic device, including a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to run the computer program to perform any of the above Steps in the method examples.

Through the present disclosure, when a session instruction initiated by a client is received, preset hotspot information is fed back to the client, wherein the preset hotspot information includes: Consultation information and the session code corresponding to the client; obtain the target message uploaded by the client to the basic service platform, wherein the target message carries the business target determined by the target object according to the preset hotspot information ;Use preset business rules to send the target message to the service platform for processing, and obtain the processing plan returned by the service platform; obtain the push content used to solve the business target corresponding to the target message in the processing plan, and send The push content is pushed to the client through the interface provided by the basic service platform, that is to say, through the interaction and cooperation with the client, the basic service platform, and the business platform, a user interface for quickly processing the client is constructed. Initiated session instructions, and determine the target message for rapid processing and effective management of the target message processing process, therefore, can solve the problems in the prior art that the message processing method for the customer service request type is single, and the message management cannot be uniformly carried out, so that The processing methods for target messages have become diverse, which improves the processing accuracy of a large number of target messages, avoids the slowness of a single processing method, and makes the message processing process more convenient, efficient and accurate.

Description of drawings

The drawings described here are used to provide a further understanding of the present disclosure, and constitute a part of the present application. The schematic embodiments of the present disclosure and their descriptions are used to explain the present disclosure, and do not constitute improper limitations to the present disclosure. In the attached picture:

FIG. 1 is a block diagram of the hardware structure of an intelligent distribution platform for a message processing method according to an embodiment of the disclosure;

FIG. 2 is a flowchart of a message processing method according to an embodiment of the present disclosure;

Fig. 3 is a schematic structural diagram of an intelligent service distribution platform system according to an optional embodiment of the present disclosure;

Fig. 4 is a network topology diagram of an intelligent service distribution platform system according to an optional embodiment of the present disclosure;

Fig. 5 is a schematic diagram of the network architecture of the intelligent service distribution platform system according to an optional embodiment of the present disclosure;

Fig. 6 is a schematic diagram of the distribution interaction flow between platforms of the intelligent service distribution platform system according to an optional embodiment of the present disclosure;

Fig. 7 is a structural block diagram of a message processing system according to an embodiment of the disclosure.

Detailed ways

Hereinafter, the present disclosure will be described in detail with reference to the accompanying drawings and embodiments. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

It should be noted that the terms "first" and "second" in the specification and claims of the present disclosure and the above drawings are used to distinguish similar objects, but not necessarily used to describe a specific sequence or sequence.

The method embodiments provided in the embodiments of the present application can be executed in a computer terminal or a computing device similar to the cloud. Taking running on an intelligent distribution platform as an example, FIG. 1 is a block diagram of a hardware structure of an intelligent distribution platform according to a message processing method according to an embodiment of the present disclosure. As shown in Figure 1, the intelligent distribution platform can include one or more (only one is shown in Figure 1) processors 102 (processor 102 can include but not limited to processing devices such as microprocessor MCU or programmable logic device FPGA, etc. ) and a memory 104 for storing data. In an exemplary embodiment, the above intelligent distribution platform may also include a transmission device 106 and an input and output device 108 for communication functions. Those of ordinary skill in the art can understand that the structure shown in FIG. 1 is only for illustration, and it does not limit the structure of the above-mentioned intelligent distribution platform. For example, the intelligent distribution platform may also include more or fewer components than those shown in FIG. 1 , or have a different configuration with functions equivalent to those shown in FIG. 1 or more functions than those shown in FIG. 1 .

The memory 104 can be used to store computer programs, for example, software programs and modules of application software, such as the computer program corresponding to the message processing method in the embodiment of the present disclosure, and the processor 102 executes the computer program stored in the memory 104 by running the computer program Various functional applications and data processing are to realize the above-mentioned method. The memory 104 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the memory 104 may further include a memory that is remotely located relative to the processor 102, and these remote memories may be connected to the intelligent distribution platform through a network. Examples of the aforementioned networks include, but are not limited to, the Internet, intranets, local area networks, mobile communication networks, and combinations thereof.

The transmission device 106 is used to receive or transmit data via a network. The specific example of the above network may include the wireless network provided by the communication provider of the intelligent distribution platform. In one example, the transmission device 106 includes a network adapter (Network Interface Controller, NIC for short), which can be connected to other network devices through a base station so as to communicate with the Internet. In one example, the transmission device 106 may be a radio frequency (Radio Frequency, referred to as RF) module, which is used to communicate with the Internet in a wireless manner.

In this embodiment, a method for processing a message is provided. FIG. 2 is a flow chart of a method for processing a message according to an embodiment of the disclosure. The process includes the following steps:

Step S202, in the case of receiving the session instruction initiated by the client, feed back the preset hotspot information to the client, wherein the preset hotspot information includes: consultations whose number of client queries is greater than a preset threshold information and the session encoding corresponding to the client;

Step S204, obtaining the target message uploaded by the client to the basic service platform, wherein the target message carries the business target determined by the target object according to the preset hotspot information;

Step S206, using preset business rules to send the target message to the service platform for processing, and obtain the processing plan returned by the service platform;

Step S208, obtaining the push content used in the processing solution for solving the business target corresponding to the target message, and pushing the push content to the client through the interface provided by the basic service platform.

Through the above steps, in the case of receiving the session instruction initiated by the client, the preset hotspot information is fed back to the client, wherein the preset hotspot information includes: the number of client queries is greater than the preset threshold Consultation information and the session code corresponding to the client; obtain the target message uploaded by the client to the basic service platform, wherein the target message carries the business target determined by the target object according to the preset hotspot information ; use preset business rules to send the target message to the service platform for processing, and obtain the processing plan returned by the service platform; obtain the push content used to solve the business target corresponding to the target message in the processing plan, and send The push content is pushed to the client through the interface provided by the basic service platform, that is to say, through the interaction and cooperation with the client, the basic service platform, and the business platform, a user interface for quickly processing the client is constructed. Initiated session instructions, and determine the target message for rapid processing and effective management of the target message processing process, therefore, can solve the problems in the prior art that the message processing method for the customer service request type is single, and the message management cannot be uniformly carried out, so that The processing methods for target messages have become diverse, which improves the processing accuracy of a large number of target messages, avoids the slowness of a single processing method, and makes the message processing process more convenient, efficient and accurate.

As an optional implementation, the above steps are performed on the basis of an intelligent distribution platform, and the specific implementation is as follows:

When it is determined that the client initiates a session request and sends the corresponding session instruction, the intelligent distribution platform obtains and calls the corresponding interface through the RestAPI module, initializes the session interaction, and collects the consultation information and session code required for this session request as data After the target object is selected and determined, the client sends an instant communication message (equivalent to the target message in the embodiment of the present disclosure) to the basic service platform. The basic service platform includes an IM instant communication platform for instant messaging and IM real-time communication data synchronization module to filter and process the real-time communication messages existing in the basic service platform;

Determine the target message that needs to be sent to the corresponding account of the client on the intelligent distribution platform, and send the target message to the MQ message queue module in the intelligent distribution platform for processing and waiting;

When processing, through the business rule processing module in the intelligent distribution platform, call the user center system, Yunwen text robot, HIC customer service platform, etc. in the business platform to obtain the processing result of the target message, and finally the intelligent distribution platform calls the technical service platform The communication interface provided by the China IM instant communication platform pushes the message corresponding to the processing result to the corresponding client to complete the session interaction of the client.

In an exemplary embodiment, the target message is sent to the service platform for processing using preset business rules, and the processing solution returned by the service platform is obtained, including: determining the account code of the target object corresponding to the target message; Match object information and target object groups in the historical object database in the database; in the case of corresponding preset business rules, based on the object information and groups, the preset business rules determine the access channel of the target object to the business platform; use The access channel distributes the target message to the service platform for processing, and obtains the processing plan returned by the service platform.

For example, the preset business rule may be to process the business corresponding to the same target message that has already been processed in conjunction with the previous processing history by using a non-manual access channel, and use a manual access channel for complex target messages that require voice interaction. deal with.

It is understandable that when distributing target messages through the intelligent distribution platform, in order to improve the user experience of the target object using the client to send the target message, and to determine the historical communication information corresponding to the current target object, the intelligent distribution platform according to the target object's The account code matches the object information and the target object group in the historical object database corresponding to the user center system in the service platform, so that the preset business rules in the intelligent distribution platform can identify the access channel of the target object to the service platform, and use the access The channel performs special processing on the target message to improve the processing efficiency of the target message.

In an exemplary embodiment, the target message is sent to the service platform for processing using preset business rules, and after obtaining the processing plan returned by the service platform, the above method further includes: determining the processing type corresponding to the processing plan; wherein, the processing type includes At least one of the following: cloud text robot intelligent response, manual customer service response; when the processing type is manual customer service response, establish a communication channel between the client and the business platform; use the communication channel to initiate an active interaction request to the client.

In an exemplary embodiment, obtaining the push content used to solve the business target corresponding to the target message in the processing solution, and pushing the push content to the client through the interface provided by the basic service platform includes: determining the data type of the push content; When the data type is text data, the push content is directly converted into a text message, and pushed to the client through the interface provided by the basic service platform for text display; when the data type is voice data, the current running status of the client is identified State, to determine the display mode of voice data according to the current running state.

In an exemplary embodiment, when the data type is voice data, identifying the current running state of the client, and determining the display mode of the voice data according to the current running state includes: when the current running state supports voice display, obtaining The voice characteristics of the target object stored on the client, and convert the voice data into the target audio according to the voice characteristics, and send the target audio to the client for voice display; if the current running state does not support voice display, obtain the client The voice features of the target object stored on the computer, and according to the voice features, the voice data is converted into the target text, and the target text is sent to the client for voice and text display.

In an exemplary embodiment, after acquiring the push content used to solve the business target corresponding to the target message in the processing solution, and pushing the push content to the client through the interface provided by the basic service platform, the above method further includes: acquiring the target object in Feedback information determined by the client for the content to be pushed; if the feedback information indicates the end of the session instruction, it is determined that the processing of the corresponding target message of the client has been completed, and an application is made for ending the session interface used by the client to send the session instruction.

In an exemplary embodiment, obtaining the target message uploaded by the client to the basic service platform includes: determining a platform component of the basic service platform, wherein the platform component includes at least one of the following: a chat platform component, a media platform component, a remote The control component and the soft switch component; determine the target message among the multiple messages sent by the client through the platform component, and store and sort the target messages in the message queue according to the time sequence.

In order to better understand the process of the above message processing method, the flow of the above message processing method will be described below in conjunction with two optional embodiments.

In an optional embodiment of the present disclosure, an intelligent service distribution platform system is mainly provided. As shown in FIG. 3 , the above system includes: a client 32, a basic service platform 34, an intelligent distribution platform DBS36, and a service platform 38;

Optionally, the composition of the basic service platform 34 may include: IM platform, media platform, SS softswitch platform (DBS-ss), remote control module (DBS-remote); wherein, SS softswitch, ss represents softswitch (softswitch) , is a functional entity that provides call control and connection control functions for services with real-time requirements for the next-generation network NGN, and is the core of call and control in the next-generation network. The SS soft switch platform is used to deploy the service before the call control module, and is used to meet the communication needs of the network communication module; the IM platform is an instant messaging platform that provides basic text, voice, picture and other types of message content, and can send text , image, voice, file. The media platform provides an audio platform for voice calls, and is responsible for the main business modules of audio calls. The audio and video call platform is capable of voice and video calls.

Optionally, the composition of the intelligent distribution platform DBS 36 may include: Rest API module, business rule processing module, MQ (Message Queue, message queue, referred to as MQ) message queue module (DBS-MQ), call control module (DBS-call) , background management module (DBS-Web), and remote control module (DBS-remote); among them, the Rest API module provides the background interface service of the intelligent distribution platform, which is mainly used to provide the background interface of the H5 online customer service and the background management website. The hic customer service center calls the interface to obtain historical forwarding communication records and other interfaces. The MQ message queue module is used to process MQ messages, and reply messages to MQ, provide a unified MQ docking specification, provide for third-party application docking, and achieve the service function of accessing the intelligent distribution platform. The background management module is mainly the background management website (DBS-H5-Admin) of the intelligent distribution platform, which provides page session forwarding rule configuration, text and audio session query and monitoring, and provides statistical report function to facilitate data statistics and monitoring. The session forwarding log can also be viewed on the background management website. It is an interface-based background management module. The call control module is mainly used to control audio calls. It is connected with the DBS-REST module. After obtaining the forwarding channel, it calls to the designated platform through SIP signaling to complete the voice online consultation function of the network device or smart speaker. The call control module can complete the docking with the intelligent IVR and the voice agent of the HIC call center, and complete the forwarding of call signaling. The remote control module and call control module include two parts, one is the sdk function integrated in the network device, and the other is the desktop program for the agents of the hic customer service center. When the network device end user uses the device for voice communication, the manual agent needs to provide remote support. The customer can click the remote assistance button. At this time, a 6-digit connection code will be displayed on the network device end. Tell the artificial agent the connection code. After entering the connection code through the desktop client, the agent can directly remotely control the network device remotely.

Optionally, the composition of the business platform 38 may include: a user center system, a cloud text robot, an intelligent IVR, a HIC customer service platform, and a network customer service center.

Optionally, the above-mentioned user-centered system includes: integration scenarios and integration data, wherein, the integration scenario is to obtain user information according to the user's unique account, including the user's unique id and user role information. The integrated data is based on the user ID and user role, and the user ID is used by the HIC customer service center to obtain this user information. The user role is used by the intelligent distribution platform to determine which default channel to use according to the user role.

Optionally, the integration scenario of the Yunwen text robot is that the IM client sends a text message to the IM platform through the SDK, and the IM platform forwards the message to the intelligent distribution platform, and the intelligent distribution platform sends the IM message to MQ according to the business rules. Robots consume data in MQ messages and then answer questions. And send the answer message to MQ, the intelligent distribution platform consumes the message stored by the Yunwen robot on the intelligent distribution platform, and judges whether the Yunwen robot forwards the message to other channels, if it is forwarded to the HIC customer service center for processing, if not, through The REST interface pushes messages to the IM client.

It should be noted that the composition of the above integrated data at different interaction stages is as follows:

Step 1. The im platform forwards the message to the intelligent distribution platform, and im acts as the producer, and the intelligent distribution platform consumes it; optional, the corresponding field types at this time are shown in Table 1:

Table 1. Tpoic: im_to_robot

Step 2: The smart distribution platform consumes im_to_robot, queries the user center interface to obtain user information according to the userId, and determines which channel the user should forward to according to the business rules. For example, the default robot channel can be used to call the robot interface/MQ;

Step 3, the intelligent distribution platform judges that it needs to be transferred to manual labor, sends production messages, and consumes at the hic customer service center; at this time, the corresponding field types are shown in Table 2:

Table 2. Tpoic: robot_to_hic

Optionally, the integration scenario of the HIC customer service platform is: enter the Zhijia APP online customer service page, click the [Switch to manual] button or the custom menu at the top, and the consultation can be forwarded to the HIC customer service text processing center. The HIC customer service center can handle text and picture inquiries. Process: The online customer service sends an im message to the im platform, and the im platform forwards the message to the intelligent distribution platform. According to the judgment of the intelligent distribution platform, if it is to be sent to the manual customer service, it will call the manual customer service rest interface to send the problem. After the hic customer service center receives the question, the customer service writes the corresponding answer, and then calls the reply interface provided by the smart distribution platform. After the smart distribution platform receives the reply, it pushes the message to the online customer service. At this point, the whole process ends. The integrated data of the HIC customer service platform is: after transferring to manual, the deal_type field in the ke_text_session_info table needs to be modified. A deal_type of 1 means that it is being processed by a robot, and a value of 2 means that it is being processed by a human customer service. HIC customer service center, artificial seat platform, can intervene in text and voice consultation.

Optional, intelligent IVR (voice call), intelligent question and answer voice platform, a platform that can intelligently guide users according to knowledge training. The integration scenario of the smart IVR is that the user passes the SS softswitch module to the call processing module through the smart speaker, and the call processing module DBS-Call invokes the smart distribution platform interface to obtain the default call to the channel smart IVR, and the speaker and the smart IVR establish communication. When the intelligent IVR cannot handle it, it calls the interface of the intelligent distribution platform to obtain the information of the forwarding channel, and then forwards the call to the forwarding channel.

The integrated data of Smart IVR includes:

1) To obtain the default channel information for voice calls, request URL: POST http://{hostname}/v1/voice/defaultModule. The request parameters are shown in Table 3 below. The return parameters are shown in Table 4 below, and the info object parameters are shown in Table 5 below;

Table 3. Request parameters

Table 4. Return parameters

Table 5, info object parameters

2) Obtain voice forwarding manual channel information, specifically, request URL: POST http://{hostname}/v1/voice/customerModule. The request parameters are shown in Table 6 below. The return parameters are shown in Table 7 below, and the info object parameters are shown in Table 8 below;

Table 6. Request parameters:

Table 7. Return parameters:

Table 8, info object parameters

After the above-mentioned smart business distribution platform system is built, organizations and permissions can also be divided. For example, the background management website roles of the smart distribution platform are divided into: super administrator, general administrator, and operation and maintenance engineer. Super administrators have all system permissions , including role management, administrator management and other permissions. Ordinary administrators have all permissions except role management, user management, and menu management. The operation and maintenance engineer has an exception forwarding data menu.

As an optional implementation manner, FIG. 4 is a network topology diagram of an intelligent service distribution platform system according to an optional embodiment of the present disclosure; FIG. 5 is a schematic diagram of a network architecture of an intelligent service distribution platform system according to an optional embodiment of the present disclosure , users can access the cloud server with intelligent business distribution platform and online customer service through the Internet. The cloud server is directly connected to the information server including the user center and membership system. The cloud server can also be connected to the internal system server. The internal system server can include the order system, Sensitive information such as CDK, work order system, OMS;

Optionally, when implementing the above network architecture, you need to pay attention to the following points:

1. Establish an elastic expansion group for each functional module to cope with business peaks;

2. The database security group only allows access to the corresponding application, the application security group only allows front-end access, and other groups also require only the necessary access rights;

3. The business is placed in another VPC in the same area as the distribution platform for necessary isolation.

4. Publish Internet services through the load balancer, and disable Internet addresses for other resources.

Optionally, for the data structure, use the unified login scheme of the existing user center to record the unregistered users separately. Customer information comes from the user center, including user tags, names, user IDs, mobile numbers, addresses, etc.; members and rights The information comes from the member center, such as membership rights and interests; the point information comes from the point center, such as member points; the user service order information comes from the HCC system; the user product and order information comes from the existing smart home mall order system. User logistics information comes from the existing CDK logistics system. And then form a unified information management.

As an optional implementation, FIG. 6 is a schematic diagram of the distribution interaction flow between platforms of the intelligent service distribution platform system according to an optional embodiment of the present disclosure; when it is determined that the client needs to initiate a session and sends a corresponding session instruction , the intelligent distribution platform obtains and calls the corresponding interface through the RestAPI module, initializes the session interaction, and sends the consultation information and session code required for this session to the client in the form of data collection. After the client selects the target object, Send the instant communication message (equivalent to the target message in the embodiment of the present disclosure) to the basic service platform. The communication message is filtered and processed; the target message that needs to be sent to the corresponding account of the client on the intelligent distribution platform is determined, and the target message is sent to the MQ message queue module in the intelligent distribution platform for processing and waiting; when processing, through the intelligent distribution platform The business rule processing module of the business platform calls the user center system, Yunwen text robot, HIC customer service platform, etc. in the business platform to obtain the processing result of the target message, and finally the intelligent distribution platform calls the communication provided by the IM instant communication platform in the technical service platform The interface pushes the message corresponding to the processing result to the corresponding client to complete the session interaction of the client.

In summary, through the optional embodiments of the present disclosure, the intelligent service distribution platform provides the ability to distribute user consultation and customer service information based on various business scenarios, and realizes the distribution of upper-level logic, such as distributing consultation users to different robots or different agent reception systems Different reception groups. In addition, the intelligent service distribution platform provides unified docking specifications to facilitate access configuration of modular products. The entire intelligent customer service system can be modularly replaced or upgraded, and multiple suppliers can be selected for bidding cooperation, which can not only improve product strength but also save a lot of cost.

Through the description of the above embodiments, those skilled in the art can clearly understand that the method according to the above embodiments can be implemented by means of software plus a necessary general-purpose hardware platform, and of course also by hardware, but in many cases the former is better implementation. Based on such an understanding, the technical solution of the present disclosure can be embodied in the form of a software product in essence or the part that contributes to the prior art, and the computer software product is stored in a storage medium (such as ROM/RAM, disk, CD) contains several instructions to enable a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) to execute the processing of the messages described in the various embodiments of the present disclosure.

A message processing system is also provided in this embodiment, and the system is used to implement the above embodiments and preferred implementation manners, and those that have already been explained will not be repeated. Although the devices described in the following embodiments are preferably implemented in software, implementations in hardware, or a combination of software and hardware are also possible and contemplated.

Fig. 7 is a structural block diagram of a message processing system according to an embodiment of the present disclosure. As shown in Fig. 7, the system includes: a client 62, a basic service platform 64, an intelligent distribution platform 66, and a business platform 68; wherein,

The basic service platform 64 is connected with the client 62 and the intelligent distribution platform 66, and is configured to obtain the target message uploaded by the client, and send the target message to the intelligent distribution platform, wherein the target message carries The business goals determined by the target object according to the preset hotspot information;

The intelligent distribution platform 66 is connected with the client 62, and is configured to feed back preset hotspot information to the client when receiving a session instruction initiated by the client, and use preset business rules to send target messages to The business platform performs processing, wherein the preset hotspot information includes: consulting information whose query times are greater than a preset threshold and the session code corresponding to the client;

The service platform 68 is connected to the intelligent distribution platform 66, and is configured to receive the target message and determine a corresponding processing plan, and feed back the processing plan to the intelligent distribution platform;

The intelligent distribution platform 66 is also configured to obtain push content used in the processing solution to solve the business target corresponding to the target message, and push the push content to the client through the interface provided by the basic service platform.

Through the above device, in the case of receiving the session instruction initiated by the client, the preset hotspot information is fed back to the client, wherein the preset hotspot information includes: Consultation information and the session code corresponding to the client; obtain the target message uploaded by the client to the basic service platform, wherein the target message carries the business target determined by the target object according to the preset hotspot information ; use preset business rules to send the target message to the service platform for processing, and obtain the processing plan returned by the service platform; obtain the push content used to solve the business target corresponding to the target message in the processing plan, and send The push content is pushed to the client through the interface provided by the basic service platform, that is to say, through the interaction and cooperation with the client, the basic service platform, and the business platform, a user interface for quickly processing the client is constructed. Initiated session instructions, and determine the target message for rapid processing and effective management of the target message processing process, therefore, can solve the problems in the prior art that the message processing method for the customer service request type is single, and the message management cannot be uniformly carried out, so that The processing methods for target messages have become diverse, which improves the processing accuracy of a large number of target messages, avoids the slowness of a single processing method, and makes the message processing process more convenient, efficient and accurate.

In an exemplary embodiment, the above service platform is further configured to determine the account code of the target object corresponding to the target message; match the object information and the group of the target object from the historical object database in the service platform according to the account code; In the case of the corresponding preset business rules, based on the object information and group, the preset business rules determine the access channel of the target object to the business platform; use the access channel to distribute the target message to the business platform for processing, and obtain the processing returned by the business platform plan.

In an exemplary embodiment, the above-mentioned intelligent distribution platform is also configured to determine the processing type corresponding to the processing plan; wherein, the processing type includes at least one of the following: cloud text robot intelligent response, manual customer service response; when the processing type is manual customer service In the case of a response, establish a communication channel between the client and the business platform; use the communication channel to initiate an active interaction request to the client.

In an exemplary embodiment, the above-mentioned intelligent distribution platform is also configured to determine the data type of the pushed content; in the case of the data type being text data, the pushed content is directly converted into a text message, and the text message provided by the basic service platform The interface is pushed to the client for text display; when the data type is voice data, the current running status of the client is identified, and the display mode of the voice data is determined according to the current running status.

In an exemplary embodiment, the above-mentioned intelligent distribution platform is further configured to obtain the voice characteristics of the target object stored on the client when the current operating state supports voice display, and convert the voice data into target audio according to the voice characteristics , to send the target audio to the client for voice display; if the current running state does not support voice display, obtain the voice features of the target object stored on the client, and convert the voice data into target text according to the voice features, and convert the The target text is sent to the client for voice and text display.

In an exemplary embodiment, the above-mentioned intelligent distribution platform is further configured to obtain feedback information determined by the target object on the client side for pushing content; in the case that the feedback information indicates an instruction to end the session, it is determined that the corresponding target message to the client side has been completed. processing, and apply for ending the session interface accessed by the client for sending session instructions.

In an exemplary embodiment, the above-mentioned basic service platform is set to determine the platform components of the basic service platform, wherein the platform components include at least one of the following: chat platform components, media platform components, remote control components, soft exchange components; The platform component determines the target message among the multiple messages sent by the client, and stores and sorts the target messages in the message queue according to the time sequence.

In the description of the present disclosure, it should be understood that the orientations or positional relationships indicated by the terms "center", "upper", "lower", "front", "rear", "left", "right" etc. are based on The orientations or positional relationships shown in the drawings are only for the convenience of describing the present disclosure and simplifying the description, and do not indicate or imply that the referred devices or components must have a specific orientation, be constructed and operated in a specific orientation, and therefore cannot be understood as Limitations on this Disclosure. In addition, the terms "first" and "second" are used for descriptive purposes only, and should not be understood as indicating or implying relative importance.

In the description of the present disclosure, it should be noted that unless otherwise specified and limited, the terms "installation", "connection" and "connection" should be understood in a broad sense, for example, it can be a fixed connection or a detachable connection , or integrally connected; may be mechanically connected, may also be electrically connected; may be directly connected, may also be indirectly connected through an intermediary, and may be internal communication between two components. When an element is referred to as being "fixed on" or "disposed on" another element, it can be directly on the other element or intervening elements may also be present. When a component is said to be "connected" to another element, it may be directly connected to the other element or intervening elements may also be present. Those of ordinary skill in the art can understand the specific meanings of the above terms in the present disclosure in specific situations.

It should be noted that the above-mentioned modules can be realized by software or hardware. For the latter, it can be realized by the following methods, but not limited to this: the above-mentioned modules are all located in the same processor; or, the above-mentioned modules can be combined in any combination The forms of are located in different processors.

Embodiments of the present disclosure also provide a storage medium, in which a computer program is stored, wherein the computer program is configured to execute the steps in any one of the above method embodiments when running.

In an exemplary embodiment, in this embodiment, the above-mentioned storage medium may be configured to store a computer program for performing the following steps:

S1. In the case of receiving a session instruction initiated by the client, feeding back preset hotspot information to the client, wherein the preset hotspot information includes: consulting information whose query times are greater than a preset threshold A session code corresponding to the client;

S2. Obtain the target message uploaded by the client to the basic service platform, wherein the target message carries a business target determined by the target object according to the preset hotspot information;

S3. Send the target message to the service platform for processing by using preset business rules, and obtain a processing plan returned by the service platform;

S4. Obtain push content used in the processing solution to solve the business target corresponding to the target message, and push the push content to the client through an interface provided by the basic service platform.

In an exemplary embodiment, in this embodiment, the above-mentioned storage medium may include but not limited to: U disk, read-only memory (Read-Only Memory, referred to as ROM), random access memory (Random Access Memory, referred to as Various media that can store computer programs such as RAM), mobile hard disk, magnetic disk or optical disk.

Embodiments of the present disclosure also provide an electronic device, including a memory and a processor, where a computer program is stored in the memory, and the processor is configured to run the computer program to execute the steps in any one of the above method embodiments.

In an exemplary embodiment, the electronic device may further include a transmission device and an input and output device, wherein the transmission device is connected to the processor, and the input and output device is connected to the processor.

In an exemplary embodiment, in this embodiment, the above-mentioned processor may be configured to execute the following steps through a computer program:

In an exemplary embodiment, for specific examples in this embodiment, reference may be made to the examples described in the foregoing embodiments and optional implementation manners, and details will not be repeated in this embodiment.

Obviously, those skilled in the art should understand that each module or each step of the above-mentioned disclosure can be realized by a general-purpose computing device, and they can be concentrated on a single computing device, or distributed in a network composed of multiple computing devices above, in an exemplary embodiment, they may be implemented in program code executable by a computing device, thus, they may be stored in a storage device to be executed by a computing device, and in some cases, may be different from The steps shown or described here are performed sequentially, or they are fabricated into individual integrated circuit modules, or multiple modules or steps among them are fabricated into a single integrated circuit module. As such, the present disclosure is not limited to any specific combination of hardware and software.

The above descriptions are only preferred embodiments of the present disclosure, and are not intended to limit the present disclosure. For those skilled in the art, the present disclosure may have various modifications and changes. Any modification, equivalent replacement, improvement, etc. made within the principle of the present disclosure shall be included in the protection scope of the present disclosure.

Claims

A message processing method, comprising:

In the case of receiving a session instruction initiated by the client, feed back the preset hotspot information to the client, wherein the preset hotspot information includes: the consultation information and all The session encoding corresponding to the above client;

Obtaining the target message uploaded by the client to the basic service platform, wherein the target message carries a business target determined by the target object according to the preset hotspot information;

Send the target message to the service platform for processing by using preset business rules, and obtain a processing plan returned by the service platform;

Obtain the push content used in the processing solution to solve the business target corresponding to the target message, and push the push content to the client through the interface provided by the basic service platform.
The message processing method according to claim 1, wherein the target message is sent to the service platform for processing using preset business rules, and the processing plan returned by the service platform is obtained, including:

determining the account code of the target object corresponding to the target message;

matching the object information and the group of the target object from the historical object database in the service platform according to the account code;

If there is a corresponding preset business rule, based on the object information and the group, the preset business rule determines the access channel of the target object to the business platform;

Using the access channel to distribute the target message to the service platform for processing, and obtain a processing solution returned by the service platform.
The message processing method according to claim 1, wherein the target message is sent to the service platform for processing using preset business rules, and after obtaining the processing plan returned by the service platform, the method further includes:

Determine the processing type corresponding to the processing plan; wherein, the processing type includes at least one of the following: cloud text robot intelligent response, manual customer service response;

In the case that the processing type is manual customer service response, establishing a communication channel between the client and the service platform;

Initiate an active interaction request to the client using the communication channel.
The message processing method according to claim 1, wherein the push content used to solve the business target corresponding to the target message in the processing plan is obtained, and the push content is pushed to the The client includes:

Determine the data type of the pushed content;

In the case that the data type is text data, the push content is directly converted into a text message, and pushed to the client through the interface provided by the basic service platform for text display;

When the data type is voice data, identify the current running state of the client, and determine the display mode of the voice data according to the current running state.
The message processing method according to claim 4, wherein, in the case that the data type is voice data, identifying the current running state of the client, and determining the display mode of the voice data according to the current running state, comprising :

In the case that the current operating state supports voice display, acquire the voice features of the target object stored on the client, and convert the voice data into target audio according to the voice features, and send the target audio to Perform voice display on the client;

In the case that the current operating state does not support voice display, acquire the voice features of the target object stored on the client, convert the voice data into target text according to the voice features, and send the target text to the client for voice and text display.
The message processing method according to claim 1, wherein the push content used to solve the business target corresponding to the target message in the processing plan is obtained, and the push content is pushed to the After the client, the method also includes:

Obtaining feedback information determined by the target object on the client side with respect to the pushed content;

If the feedback information indicates that the session instruction is terminated, it is determined that the processing of the target message corresponding to the client has been completed, and an application is made to terminate the session interface accessed by the client for sending the session instruction.
The method for processing a message according to claim 1, wherein obtaining the target message uploaded by the client to the basic service platform includes:

Determine the platform components of the basic service platform, wherein the platform components include at least one of the following: a chat platform component, a media platform component, a remote control component, and a soft switch component;

The platform component determines a target message among the multiple messages sent by the client, and stores and sorts the target messages in a message queue according to time sequence.
A message processing system, comprising:

The basic service platform is connected with the client and the intelligent distribution platform, and is configured to obtain the target message uploaded by the client, and send the target message to the intelligent distribution platform, wherein the target message carries the target object according to Business goals determined by preset hotspot information;

The intelligent distribution platform is connected to the client, and is configured to feed back preset hotspot information to the client when receiving a session instruction initiated by the client, and send the target message to the service platform using preset business rules Processing, wherein the preset hotspot information includes: consulting information whose client query times are greater than a preset threshold and the corresponding session code of the client;

A service platform connected to the intelligent distribution platform, configured to receive the target message and determine a corresponding processing plan, and feed back the processing plan to the intelligent distribution platform;

The intelligent distribution platform is also configured to obtain the push content used in the processing solution to solve the business target corresponding to the target message, and push the push content to the client through the interface provided by the basic service platform.
The message processing system according to claim 8, wherein,

The service platform is also configured to determine the account code of the target object corresponding to the target message; match the object information and the group of the target object from the historical object database in the service platform according to the account code; In the case of setting business rules, based on the object information and the group, the preset business rules determine the access channel of the target object to the service platform; use the access channel to distribute the target message to the The service platform performs processing to obtain the processing solution returned by the service platform.
The message processing system according to claim 8, wherein,

The intelligent distribution platform is also configured to determine the processing type corresponding to the processing plan; wherein, the processing type includes at least one of the following: cloud text robot intelligent response, manual customer service response; the processing type is manual customer service response In the case of , establish a communication channel between the client and the service platform; use the communication channel to initiate an active interaction request to the client.
The message processing system according to claim 8, wherein,

The intelligent distribution platform is also configured to determine the data type of the push content; when the data type is text data, the push content is directly converted into a text message, and provided through the basic service platform The interface is pushed to the client for text display; when the data type is voice data, identify the current running state of the client, and determine the display mode of the voice data according to the current running state.
The message processing system according to claim 11, wherein,

The intelligent distribution platform is also configured to acquire the voice features of the target object stored on the client when the current operating state supports voice display, and convert the voice data into target objects according to the voice features. Audio, sending the target audio to the client for voice display; if the current running state does not support voice display, acquire the voice characteristics of the target object stored on the client, and based on the The voice feature converts the voice data into target text, and sends the target text to the client for voice and text display.
The message processing system according to claim 8, wherein,

The intelligent distribution platform is also configured to obtain feedback information determined by the target object on the client for the push content; when the feedback information indicates that the session instruction is terminated, it is determined that the client has completed the Corresponding to the processing of the target message, apply for ending the session interface accessed by the client for sending session instructions.
The message processing system according to claim 8, wherein,

The basic service platform is also configured to determine a platform component, wherein the platform component includes at least one of the following: a chat platform component, a media platform component, a remote control component, and a soft exchange component; the customer is determined through the platform component target messages among the multiple messages sent by the terminal, and store and sort the target messages in the message queue according to time sequence.
A computer-readable storage medium, wherein a computer program is stored in the storage medium, wherein the computer program is configured to execute the message processing method described in any one of claims 1 to 7 when running .
An electronic device comprising a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to run the computer program to execute the message described in any one of claims 1 to 7 processing method.