WO2023165172A1

WO2023165172A1 - E-mail tracking method and apparatus

Info

Publication number: WO2023165172A1
Application number: PCT/CN2022/133486
Authority: WO
Inventors: 秦营连
Original assignee: 北京沃东天骏信息技术有限公司; 北京京东世纪贸易有限公司
Priority date: 2022-03-02
Filing date: 2022-11-22
Publication date: 2023-09-07
Also published as: CN116743694A

Abstract

An e-mail tracking method and apparatus. The method comprises: acquiring an e-mail to be processed in a mailbox; determining whether said e-mail includes a feature identifier; if so, parsing the feature identifier to obtain a task code of said e-mail, wherein the feature identifier is obtained on the basis of the task code; and on the basis of the task code corresponding to said e-mail, tracking other e-mails related to said e-mail. Whether an e-mail to be processed includes a feature identifier is determined, such that an e-mail including a feature identifier can be parsed to obtain an implicit task code in the e-mail, and accordingly said e-mail is tracked on the basis of the task code.

Description

Method and apparatus for email tracking

Cross References to Related Applications

This application claims the priority of the Chinese patent application No. 202210202757.3 filed on March 2, 2022, entitled "A Method and Device for Email Tracking", and the content disclosed in the above-mentioned Chinese patent application is cited in its entirety as this application part or all of the application.

technical field

The disclosure relates to the field of computer technology, in particular to a method and device for email tracking.

Background technique

On Internet e-commerce platforms, companies usually provide public customer service mailboxes for information interaction with customers. After each email is received, a task code is established in the customer service system, and each task code is processed to complete the reply to each email.

However, in the process of communicating with a large number of emails, there are multiple emails reflecting the same business problem. If the existing management method of replying to each email individually is lack of continuity between emails. At the same time, when there are a large number of emails, analyzing the business problems of each email one by one will reduce the work efficiency of customer service, prolong the processing time of tasks, and affect the customer's user experience.

Contents of the invention

In view of this, the embodiments of the present disclosure provide a method and device for email tracking. By judging whether the email to be processed contains a signature, the email containing the signature can be parsed to obtain the hidden task code in the email, and then Track pending emails based on task codes. The coherence between emails is enhanced, while labor costs and time costs in analyzing business issues of each email are reduced.

In order to achieve the above purpose, according to the first aspect of the embodiments of the present disclosure, an email tracking method is provided.

The email tracking method of the embodiment of the present disclosure includes: obtaining the pending email in the mailbox; judging whether the pending email contains a feature identifier; if so, analyzing the feature identifier to obtain the task of the pending email Encoding, wherein the feature identifier is obtained based on the task encoding; according to the task encoding corresponding to the email to be processed, other emails related to the email to be processed are tracked.

In one or more embodiments of the present application, the method further includes: generating a task session for multiple emails with the same task code;

Said tracking of other messages related to said pending message, including:

Search for a target task session corresponding to the task code corresponding to the email to be processed, and add the email to be processed to the target task session, so as to complete the tracking of the email to be processed.

In one or more embodiments of the present application, the method further includes: if the mail to be processed does not contain the first identifier, creating a new task code for the mail to be processed; in response to the Replying to the mail to be processed, generating a feature identifier hidden with the new task code according to the new task code, and adding the feature ID to the reply mail of the mail to be processed.

In one or more embodiments of the present application, the adding the feature identifier to the reply email of the pending email includes: generating an email signature according to the Uniform Resource Locator of the feature identifier; adding the Add the above email signature to the specified position of the reply email of the pending email.

In one or more embodiments of the present application, the generation of the feature identifier hidden with the new task code includes: acquiring a first picture; converting the first picture into a text in Base64 format; converting the The task code is written into the text in the form of special characters; the text written with the task code is reconverted into a second picture in picture format, so as to obtain the feature identifier hidden with the task code.

In one or more embodiments of the present application, the judging whether the to-be-processed mail contains a feature identifier includes: obtaining a second picture from the to-be-processed mail; if obtained, storing the second picture Converting to the target text in Base64 format; judging whether the target text contains the special character; if so, confirming that the pending mail contains the signature; otherwise, confirming that the pending mail does not contain the signature.

In one or more embodiments of the present application, the method further includes: sending one or more groups of task sessions to the customer service system in the form of a task queue, so that the customer service personnel can view the assigned tasks through the task queue. task session.

In one or more embodiments of the present application, the method further includes: performing email analysis on the mailbox; uploading the analysis result to cloud storage, wherein the analysis result includes various types of information; Each type of information included in the parsing result corresponds to generating a uniform resource location mark.

To achieve the above object, according to the second aspect of the embodiments of the present disclosure, an email tracking device is provided.

The email tracking device of the embodiment of the present disclosure includes:

The obtaining module is used to obtain the pending mails in the mailbox;

A judging module, configured to judge whether the to-be-processed email contains a feature identifier; if so, analyze the feature identifier to obtain a task code of the to-be-processed email, wherein the feature identifier is obtained based on the task code;

A tracking module, configured to track other emails related to the email to be processed according to the task code corresponding to the email to be processed.

To achieve the above object, according to the third aspect of one or more embodiments of the present disclosure, an email tracking device is provided.

The email tracking device of the embodiment of the present disclosure includes: one or more processors; a storage system for storing one or more programs; when the one or more programs are executed by the one or more processors, The one or more processors are caused to implement the email tracking method of an embodiment of the present disclosure.

To achieve the above object, according to a fourth aspect of one or more embodiments of the present disclosure, a computer-readable medium is provided.

A computer program is stored on the computer-readable medium in the embodiment of the present disclosure, and when the program is executed by a processor, the method for tracking emails in the embodiment of the present disclosure is implemented.

The further effects of the above-mentioned non-conventional alternatives will be described below in conjunction with specific embodiments.

Description of drawings

The accompanying drawings are for better understanding of the present disclosure, and do not constitute an improper limitation of the present disclosure. in:

Fig. 1 is a kind of common technical scheme flowchart of prior art;

Fig. 2 is a schematic diagram of the main flow of an email tracking method in one or more embodiments of the present disclosure;

Fig. 3 is a schematic diagram of the main process when replying to emails in one or more embodiments of the present disclosure;

FIG. 4 is a schematic diagram of the main process of adding a feature identifier to a reply email to an email to be processed in one or more embodiments of the present disclosure;

FIG. 5 is a schematic diagram of the main process of generating a feature identifier with a new task code hidden in one or more embodiments of the present disclosure;

Fig. 6 is a schematic diagram of the main process of judging whether a signature is included in an email to be processed in one or more embodiments of the present disclosure;

Fig. 7 is a schematic diagram of the main flow of mailbox parsing in one or more embodiments of the present disclosure;

FIG. 8 is a main flowchart of an email tracking scenario in one or more embodiments of the present disclosure;

Fig. 9 is a main flow chart of a process for receiving emails in one or more embodiments of the present disclosure;

Figure 10 is a main flowchart of a reply email processing procedure in one or more embodiments of the present disclosure

FIG. 11 is a schematic diagram of main modules of an email tracking system in one or more embodiments of the present disclosure;

FIG. 12 is an exemplary system architecture diagram that can be applied in one or more embodiments of the present disclosure;

Fig. 13 is a schematic structural diagram of a computer system suitable for implementing a terminal device or a server in one or more embodiments of the present disclosure.

Detailed ways

Exemplary embodiments of the present disclosure are described below in conjunction with the accompanying drawings, which include various details of the embodiments of the present disclosure to facilitate understanding, and they should be regarded as exemplary only. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the disclosure. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

In the process of information interaction between existing technology companies and customers through public customer service mailboxes, as shown in Figure 1, customers send emails with specific business questions to public customer service mailboxes, and the CRM (Customer Relationship Management) customer relationship system starts from the public Get the pending emails in the mailbox, and then generate a corresponding case task for each pending email. For example, the customer sent a total of 3 emails and consulted 2 questions in total. The first email was about the delivery problem, and the last two emails were about the same after-sales problem. In the existing technology, after the customer relationship system obtains the three pending emails from the public mailbox, three corresponding case tasks are generated respectively, among which two pending emails for the same after-sales problem generate two after-sales cases Task. Customer service personnel are required to manually judge when processing tasks, whether the two after-sales case tasks are related or consistent, and then respond to them. When there are a large number of emails, this processing method will make it difficult for customer service personnel to determine which emails have a coherent relationship, that is, it is impossible to summarize multiple emails for the same question, which is not only inconvenient for customer service personnel to provide unified answers , and it takes a lot of time in the process of manual judgment, which reduces the efficiency of customer service and prolongs the processing time of tasks.

Therefore, the present disclosure solves this problem by way of email tracking. According to the first aspect of one or more embodiments of the present disclosure, there is provided an email tracking method applied to a server. The main process is shown in Figure 2, and the method mainly includes:

Step S201: Obtain the pending emails in the mailbox;

Step S202: Judging whether the email to be processed contains a signature; if yes, execute step S203; if not, execute step S205;

Step S203: Analyzing the feature identifier to obtain the task code of the mail to be processed, wherein the feature identifier is obtained based on the task code;

Step S204: Track other emails related to the email to be processed according to the task code corresponding to the email to be processed, and end the current process;

Step S205: Create a new task code for the mail to be processed.

Wherein, the mailbox in the embodiment of the present disclosure is a customer service public mailbox, and the mails to be processed are mails for which no reply operation has been performed, which may include read mails and unread mails. The obtaining step in step S101 may be to retrieve the pending emails directly from the customer service public mailbox, or the customer relationship system may first retrieve the pending emails from the customer service public mailbox, and then obtain the pending emails from the customer relationship system.

For feature identification, it is obtained based on task coding. It can be a picture containing task coding, or it can be an attachment, and it only needs to play a specific identification role. For example, the feature identification can be generated based on task coding and preset pictures. Corporate logo, etc. The disclosure is not particularly limited.

Multiple parts can be included in the task code, such as the code of the user, the sequence code of the mail to be processed, and so on. Exemplarily, suppose user A's code is 100, user B's code is 200, and the order of the mails to be processed is a natural number starting from 1. Then the encoding of the first pending email sent by user A is 1001, the encoding of the second pending email is 1002, the encoding of the first pending email sent by user B is 2001, and the encoding of the second pending email The encoding is 2002. Customers can be identified later by identifying the first three digits in the task code.

For tracking other emails related to pending emails in step S204, in an optional embodiment, task codes can be classified and set in advance, including after-sales questions, delivery questions, usage consultation questions, sending mailbox etc. For example, the code for after-sales questions is a, the code for delivery questions is b, and the code for use consultation questions is c. Same as the above example, assuming that the first pending email sent by user A is an after-sales problem, then the encoding of the first pending email sent by user A is 100a1, and the second pending email sent by user A is For delivery problems, the encoding of the second pending email sent by user A is 100b2.

Further, other mails of the same category are tracked according to task codes corresponding to the mails to be processed. For example, if the task code of the pending email sent by user A is 100b2, then other emails whose task code starts with 100b can be tracked, that is, all emails of the same user on the same business problem can be traced. That is, as soon as the email is received, the problems of the pending emails can be classified, which is more convenient for the subsequent customer service personnel to deal with. At the same time, the statistics and summary of the pending emails with similar problems can be made to obtain more real related products Customer feedback to facilitate subsequent product improvement and development.

Among them, the statistical summary can provide service support for the improvement of user products and services. For example, the customer service public mailbox receives 10 pending emails from user A, among which, according to the classification and statistics of task codes, the statistical results are 3 after-sales questions, 6 delivery questions, and 1 usage consultation question, then it can be explained There may be problems in the distribution of this product, such as slow logistics or serious damage, etc., and further distribution problems can be solved by changing the logistics company. At the same time, there are few feedbacks on the use of this product, which can also explain that the product is relatively simple to use and easy for customers to operate.

In an optional embodiment, the method further includes: generating task sessions for multiple emails with the same task code. In this embodiment, the task codes are the same, which means that the customers are the same and the business problems are the same. Usually, the same customer has multiple emails with the customer service for the same problem. Multiple emails with the same task code can be used to generate a task session. Questions and multiple emails from customer service are summarized and stored in the form of task sessions, which is convenient for management and division of emails.

On the basis of generating the task session, in step S204, tracking other emails related to the email to be processed, in an optional embodiment, includes: finding a target task session with the same task code corresponding to the email to be processed, and Add pending messages to the target task session to complete tracking of pending messages. Through the above method, each time an existing email from the same customer for feedback on the same problem is received, it can be summarized in the same task session in time, so as to facilitate tracking of all emails for the same problem feedback.

Usually, when the pending email contains the characteristic identifier, the customer service staff will reply directly on the basis of the original pending email, that is, the reply email contains the characteristic identifier in the pending email, and there is no need to regenerate it during the reply process. But when the characteristic identifier is not included in the pending email, the characteristic identifier needs to be attached in the reply email. In an optional embodiment, step S205 may be specifically shown in FIG. 3, including:

Step S301: if the pending email does not contain the first identifier, create a new task code for the pending email;

Step S302: In response to replying to the email to be processed, according to the new task code, generate a feature identifier with the new task code hidden, and add the feature identifier to the reply email of the email to be processed.

In step S301, the new task code is a task code different from the existing task code, each task code represents a user’s incoming and outgoing emails for a business problem, and the new task code represents the user’s response to a certain business Problem Sending feedback email for the first time.

For the step of adding the feature identifier to the reply email of the email to be processed in step S302, in an optional embodiment, as shown in FIG. 4 , including:

Step S401: Generate an email signature according to the URL of the feature identifier;

Step S402: Add the email signature to the specified position of the reply email of the email to be processed.

In some special application scenarios, for security reasons, merchants want to hide the tracking process of emails, which is not easy for external cracking and can greatly increase the confidentiality of tracking. Therefore, in this embodiment, the feature identifier is hidden in the email signature, so the confidentiality is good.

In this embodiment, according to the new task code, the purpose of generating the feature identifier with the new task code hidden, in addition to the above method, can also be realized by using the Fourier transform algorithm to realize the blind watermark, or using a transparency approximately 0 Watermarks, such as shallow watermarks with a transparency of 0.05, can generate feature labels with new task codes hidden.

Further, the characteristic identifier can be a picture or other parts contained in the reply email such as an attachment. In an optional embodiment of the present application, the picture is used as the carrier of the characteristic identifier. In step S302, the feature identifiers with new task codes hidden, as shown in Figure 5, may specifically include:

Step S501: Acquiring the first picture;

Step S502: converting the first picture into a text in Base64 format;

Step S503: write the task code into the text in the form of special characters;

Step S504: Reconvert the text written with the task code into a second picture in picture format, so as to obtain the feature identifier with the task code hidden.

Wherein, the first picture and the second picture are the same picture in appearance, but contain different specific information, so they are described as the first picture and the second picture for distinction. By first converting the format of the first picture, writing the task code into a text format, and then converting the text format written into the task code into a picture format, you can get the second picture with the task code hidden, that is, the task code hidden characteristic identification.

Furthermore, the first picture can be customized and selected according to user needs. In an optional embodiment, a Logo picture is selected as the first picture. Exemplarily, the above steps S501 to S504 are as follows: convert the company's original logo into BASE64 format text, add special marks such as CASEID100 characters at the head of the text, and then convert all characters back into pictures, where CASEID The last number is the task code caseID, so the task code with caseID 100 is hidden in the original Logo picture.

On the basis of using the picture as the carrier of the feature identification, as shown in Figure 6, the judging step in step S202 may further include:

Step S601: Obtain a second picture from the mail to be processed;

If acquired, perform step S602: convert the second picture into the target text in Base64 format;

Step S603: Determine whether the target text contains special characters; if so, perform step S604: confirm that the pending email contains a signature; otherwise, perform step S605: confirm that the pending email does not contain a signature.

It can be understood as how to generate a feature identifier with a new task code hidden, and how to analyze it. If the carrier of the feature identifier is a picture, the parsed object is the picture, and if the carrier of the feature identifier is an attachment, then the parsed object is the attachment.

Taking the logo picture as the first picture as an example, the second picture is obtained from the pending mail, where the second picture may be one or more, that is, all pictures in the pending mail. Since it is impossible to directly determine which picture in the email to be processed is a Logo picture, it is necessary to analyze all the pictures in the email to be processed one by one to determine whether there is a Logo picture containing special characters. In an optional embodiment, when setting the Logo picture as the first picture, it is usually necessary to set a specific length and width, and the process of obtaining the second picture in the mail to be processed can be based on the known first The length and width of the picture are used to filter the picture, and then the second picture that meets the picture specification is analyzed to reduce the workload of picture analysis and improve the judgment efficiency.

In an optional embodiment, the method further includes: sending one or more groups of task sessions to the customer service system in the form of a task queue, so that the customer service personnel can view the assigned task sessions through the task queue.

In order to improve the processing efficiency of customer service personnel, multiple groups of task sessions can be assigned to different customer service personnel, that is, each customer service personnel has a specific division of different business problems. For example, assign task sessions composed of task codes belonging to after-sales issues to customer service personnel A, assign task sessions composed of task codes belonging to delivery issues to customer service personnel B, and allocate task sessions composed of The formed task conversation is assigned to customer service personnel C, that is, the work tasks of customer service personnel are also clearly divided, so that the technical field can be specialized and the work efficiency of customer service personnel is improved.

In an optional embodiment, the method may also include:

Step S701: Analyzing the mailbox;

Step S702: Upload the analysis result to the cloud storage, wherein the analysis result includes multiple types of information;

Step S703: Generate a URL for each type of information included in the analysis result.

Specifically, the information types may include: text, pictures and attachments. By parsing emails from mailboxes, corresponding Uniform Resource Locators can be generated for the parsed text, pictures, and attachments, and uploaded to cloud storage for subsequent calls and searches.

When the method of this application is specifically applied to the customer service to process customer mail, as shown in Figure 8, in this embodiment, the customer sends the mail with specific business problems to the public customer service mailbox, and the CRM customer relationship system obtains the mail from the public mailbox. The pending mail is then sent to the pending mail for analysis, and then the corresponding case task is generated for the result of the analysis. For example, the customer sent 3 emails in total and consulted 2 questions in total. The first email was about delivery, and the last two emails were about the same after-sales question. Through the steps of this application, after the customer relationship system obtains these 3 pending emails from the public mailbox, only 2 corresponding case tasks are generated through parsing, and the caseIDs of the two pending emails for the same after-sales problem are the same, so Combined into one case task. At the same time, for pending emails that do not contain the task code Logo, before replying to the email to the customer, generate a Logo containing the new task code, and reply to the customer with the generated Logo as the email body. Compared with the processing process of the prior art shown in Figure 1, customer service personnel need to process 3 tasks in the prior art and only need to process 2 tasks in this application, especially when the number of mails is large, greatly improving Processing efficiency.

Specifically, the process of receiving e-mails in this application is shown in Figure 9, including:

Step 901: receiving customer mail;

Step 902: Parse the email body and email signature;

Step 903: Determine whether the signature contains a task code (case ID); if so, execute step 904: call the old case, and execute step S906; otherwise execute step 905: create a new case;

Step 906: the email text is recorded as a task session (case session);

Step 907: Push the case to the customer service queue.

Further, the processing process of replying emails is shown in Figure 10, including:

Step 1001: Receive the email reply text;

Step 1002: Generate a signature Logo that hides the case ID;

Step 1003: Send the email text and Logo signature to the customer service public mailbox;

Step 1004: Send to the customer mailbox.

The e-mail tracking method of the embodiment of the present disclosure can analyze the email containing the feature identifier by judging whether the email to be processed contains the signature, obtain the hidden task code in the email, and then perform the task code on the email to be processed according to the task code. track. The coherence between emails is enhanced, and the labor cost and time cost in analyzing business issues of each email are reduced at the same time.

According to the second aspect of one or more embodiments of the present disclosure, an apparatus for tracking emails applied to a server is provided.

Fig. 11 is a schematic diagram of main modules of an email tracking apparatus 700 according to the second aspect of one or more embodiments of the present disclosure. As shown in Figure 11, including:

Obtaining module 1101, configured to obtain pending mails in the mailbox;

A judging module 1102, configured to judge whether the email to be processed contains a feature identifier; if so, analyze the feature identifier to obtain a task code of the email to be processed, wherein the feature identifier is obtained based on the task code ;

The tracking module 1103 is configured to track other emails related to the email to be processed according to the task code corresponding to the email to be processed.

In an optional embodiment of the present disclosure, the device further includes: a generating module, configured to generate a task session for multiple emails with the same task code;

The tracking module is also used to find a target task session corresponding to the task code corresponding to the mail to be processed, and add the mail to be processed to the target task session, so as to complete the tracking of the mail to be processed .

In an optional embodiment of the present disclosure, the device further includes: a creating module, configured to create a new task code for the pending mail if the first identifier is not included in the pending mail;

The generating module is further configured to, in response to replying to the mail to be processed, generate a feature identifier hidden with the new task code according to the new task code, and add the feature identifier to the In replies to pending messages.

In an optional embodiment of the present disclosure, the generation module is further configured to generate an email signature according to the Uniform Resource Locator of the feature identifier; add the email signature to a reply email of the email to be processed specified location.

In an optional embodiment of the present disclosure, the generating module is further configured to acquire a first picture; convert the first picture into a text in Base64 format; write the task code into the the above text; reconverting the text written with the task code into a second picture in picture format, so as to obtain the feature identifier with the task code hidden.

In an optional embodiment of the present disclosure, the judging module 1102 is further configured to acquire a second picture from the email to be processed; if acquired, convert the second picture into a target text in Base64 format; Judging whether the target text contains the special character; if yes, confirming that the email to be processed contains a feature identifier; otherwise, confirming that the email to be processed does not include a feature identifier.

In an optional embodiment of the present disclosure, the device further includes: a sending module, configured to send one or more groups of task sessions to the customer service system in the form of task queues, so that customer service personnel can pass the task sessions Queue to view assigned task sessions.

In an optional embodiment of the present disclosure, the device further includes: an analysis module, configured to perform email analysis on the mailbox; and upload the analysis result to cloud storage, wherein the analysis result includes multiple types of information ; Correspondingly generate a Uniform Resource Locator for each type of information included in the parsing result.

FIG. 12 shows an exemplary system architecture 1200 to which the email tracking method or email tracking device in one or more embodiments of the present disclosure can be applied.

As shown in FIG. 12 , a system architecture 1200 may include

terminal devices

1201 , 1202 , and 1203 , a network 1204 and a server 1205 . The network 1204 is used to provide a communication link medium between the

terminal devices

1201 , 1202 , 1203 and the server 1205 . Network 1204 may include various connection types, such as wires, wireless communication links, or fiber optic cables, among others.

Users can use the

terminal devices

1201, 1202, 1203 to interact with the server 1205 through the network 1204, so that the

terminal devices

1201, 1202, 1203 are used to send mails to be processed to the server 1205, and at the same time receive reply mails with task codes distributed by the server 1205, etc. . Various communication client applications may be installed on the

terminal devices

1201, 1202, and 1203, such as online service applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, and the like.

The

terminal devices

1201, 1202, and 1203 may be various electronic devices with display screens and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, desktop computers, and the like.

The server 1205 may be a server that provides various services, such as a background management server that provides support for pending emails sent by users using

terminal devices

1201 , 1202 , and 1203 , or a server that parses pending emails. The background management server can analyze and process received data such as emails to be processed, and feed back processing results (such as replying emails) to the terminal device.

It should be noted that the email tracking method provided in the first aspect of the embodiment of the present disclosure is generally executed by the server 1205, and correspondingly, the email tracking device provided in the second aspect of the embodiment of the present disclosure is generally set in the server 1205 .

It should be understood that the numbers of terminal devices, networks and servers in Fig. 12 are only illustrative. According to the implementation needs, there can be any number of terminal devices, networks and servers.

Referring now to FIG. 13 , it shows a schematic structural diagram of a computer system 1300 suitable for implementing a terminal device in one or more embodiments of the present disclosure. The terminal device shown in FIG. 13 is only an example, and should not limit the functions and application scope of this embodiment of the present disclosure.

As shown in FIG. 13 , a computer system 1300 includes a central processing unit (CPU) 1301, which can be programmed according to a program stored in a read-only memory (ROM) 1302 or a program loaded from a storage section 1308 into a random-access memory (RAM) 1303 Instead, various appropriate actions and processes are performed. In the RAM 1303, various programs and data required for the operation of the system 1300 are also stored. The CPU 701, ROM 1302, and RAM 1303 are connected to each other through a bus 1304. An input/output (I/O) interface 1305 is also connected to the bus 1304 .

The following components are connected to the I/O interface 1305: an input section 1306 including a keyboard, a mouse, etc.; an output section 1305 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker; a storage section 1308 including a hard disk, etc. and a communication section 1309 including a network interface card such as a LAN card, a modem, or the like. The communication section 1309 performs communication processing via a network such as the Internet. A drive 1310 is also connected to the I/O interface 1305 as needed. A removable medium 1311, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is mounted on the drive 1310 as necessary so that a computer program read therefrom is installed into the storage section 1308 as necessary.

In particular, according to the disclosed embodiments of the present disclosure, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, the disclosed embodiments of the present disclosure include a computer program product, which includes a computer program carried on a computer-readable medium, where the computer program includes program codes for executing the methods shown in the flowcharts. In such an embodiment, the computer program may be downloaded and installed from a network via communication portion 1309 and/or installed from removable media 1311 . When this computer program is executed by a central processing unit (CPU) 1301, the above-described functions defined in the system of the present disclosure are performed.

It should be noted that the computer-readable medium shown in the present disclosure may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. A computer readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, system, or device, or a combination of any of the above. More specific examples of computer-readable storage media may include, but are not limited to, electrical connections with one or more wires, portable computer diskettes, hard disks, random access memory (RAM), read-only memory (ROM), erasable Programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the above. In this disclosure, a computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, system, or device. In the present disclosure, however, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code therein. Such propagated data signals may take many forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing. A computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transport a program for use by or in conjunction with an instruction execution system, system, or device. . Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

The flowchart and block diagrams in the Figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in a flowchart or block diagram may represent a module, program segment, or portion of code that includes one or more logical functions for implementing specified executable instructions. It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or they may sometimes be executed in the reverse order, depending upon the functionality involved. It should also be noted that each block in the block diagrams or flowchart illustrations, and combinations of blocks in the block diagrams or flowchart illustrations, can be implemented by a dedicated hardware-based system that performs the specified function or operation, or can be implemented by a A combination of dedicated hardware and computer instructions.

The modules involved in the embodiments described in the present disclosure may be implemented by software or by hardware. The described modules can also be set in a processor, for example, it can be described as: a processor includes an acquisition module, a judging module and a tracking module. Wherein, the names of these modules do not constitute a limitation of the module itself under certain circumstances, for example, the obtaining module can also be described as "a module for obtaining pending mails in the mailbox".

As another aspect, the present disclosure also provides a computer-readable medium, which may be included in the device described in the above embodiments, or may exist independently without being assembled into the device. The above-mentioned computer-readable medium carries one or more programs, and when the above-mentioned one or more programs are executed by the device, the device includes:

Obtain the pending mail in the mailbox; judge whether the pending mail contains a characteristic identifier; if so, analyze the characteristic identifier to obtain the task code of the pending mail, wherein the characteristic identifier is obtained based on the task code; according to the task corresponding to the pending mail Encode, track other messages related to pending messages.

The email tracking method and device of the embodiments of the present disclosure can analyze the email containing the signature by judging whether the email to be processed contains the signature, and obtain the hidden task code in the email, and then the email to be processed according to the task code to track. The coherence between emails is enhanced, while labor costs and time costs in analyzing business issues of each email are reduced.

The specific implementation manners described above do not limit the protection scope of the present disclosure. It should be apparent to those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modifications, equivalent replacements and improvements made within the spirit and principles of the present disclosure shall be included within the protection scope of the present disclosure.

Claims

A method for email tracking, the method comprising:

Get the pending emails in the mailbox;

Judging whether the to-be-processed mail contains a feature identifier; if so, parsing the feature identifier to obtain a task code of the to-be-processed mail, wherein the feature identifier is obtained based on the task code;

According to the task code corresponding to the mail to be processed, other mails related to the mail to be processed are tracked.
The method according to claim 1, further comprising: generating task sessions for multiple emails having the same task code;

Said tracking of other messages related to said pending message, including:

Search for a target task session corresponding to the task code corresponding to the email to be processed, and add the email to be processed to the target task session, so as to complete the tracking of the email to be processed.
The method of claim 1, further comprising:

If the first identifier is not included in the pending mail, create a new task code for the pending mail;

In response to replying to the mail to be processed, according to the new task code, a feature identifier hidden with the new task code is generated, and the feature identifier is added to a reply email of the mail to be processed.
The method according to claim 3, wherein said adding said feature identifier into the reply mail of said mail to be processed comprises:

generating an email signature according to the Uniform Resource Locator identified by the feature;

Adding the email signature to a specified position of a reply email of the pending email.
The method according to claim 3, wherein said generating a feature identifier hidden with said new task encoding comprises:

Get the first picture;

Converting the first picture into text in Base64 format;

Writing the task code into the text in the form of special characters;

The text written with the task code is re-converted into a second picture in picture format, so as to obtain the feature identifier with the task code hidden.
The method according to claim 5, wherein said judging whether said to-be-processed mail contains a feature identifier comprises:

obtaining a second picture from the pending mail;

If acquired, converting the second picture into the target text in Base64 format;

Judging whether the target text contains the special character; if yes, confirming that the email to be processed contains a feature identifier; otherwise, confirming that the email to be processed does not include a feature identifier.
The method of claim 2, further comprising:

One or more groups of task sessions are sent to the customer service system in the form of task queues, so that customer service personnel can view the assigned task sessions through the task queues.
The method of claim 4, further comprising:

Analyzing the mailbox;

uploading the analysis results to cloud storage, wherein the analysis results include multiple types of information;

A Uniform Resource Locator is correspondingly generated for each type of information included in the parsing result.
A device for email tracking comprising:

The obtaining module is used to obtain the pending mails in the mailbox;

A judging module, configured to judge whether the email to be processed contains a feature identifier; if so, analyze the feature identifier to obtain a task code of the email to be processed, wherein the feature identifier is obtained based on the task code;

A tracking module, configured to track other emails related to the email to be processed according to the task code corresponding to the email to be processed.
An email tracking device comprising: one or more processors;

a storage system for storing one or more programs,

When the one or more programs are executed by the one or more processors, the one or more processors are made to implement the method according to any one of claims 1-8.
A computer-readable medium, on which a computer program is stored, and when the program is executed by a processor, the method according to any one of claims 1-8 is implemented.