WO2024001696A1 - 一种用户服务请求分配方法、装置、设备及系统 - Google Patents

一种用户服务请求分配方法、装置、设备及系统 Download PDF

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Publication number
WO2024001696A1
WO2024001696A1 PCT/CN2023/098647 CN2023098647W WO2024001696A1 WO 2024001696 A1 WO2024001696 A1 WO 2024001696A1 CN 2023098647 W CN2023098647 W CN 2023098647W WO 2024001696 A1 WO2024001696 A1 WO 2024001696A1
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time
service center
technical service
technical
user
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PCT/CN2023/098647
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English (en)
French (fr)
Inventor
赵树磊
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杭州海康威视数字技术股份有限公司
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Publication of WO2024001696A1 publication Critical patent/WO2024001696A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063118—Staff planning in a project environment
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063112—Skill-based matching of a person or a group to a task
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

Definitions

  • the present invention relates to the field of user service technology, and in particular to a user service request allocation method, device, equipment and system.
  • Users can initiate user service requests to the user service system through the user terminal, and the user service system allocates user service requests to corresponding technical service personnel for response to meet the user's user service needs.
  • the user service system should respond to users' service requests as promptly and professionally as possible.
  • some user requests are processed during the non-working hours of technical service personnel. was initiated.
  • technical service personnel cannot respond in time to user service requests initiated during non-working hours.
  • robots are usually used to respond to user service requests initiated during non-working hours.
  • robots can often only solve some simple problems.
  • robots are difficult to provide professional technical services and cannot solve service requests for users in a timely manner, resulting in low efficiency in resolving service requests.
  • the purpose of the embodiments of the present invention is to provide a user service request allocation method, device, equipment and system to solve the problem of low service request resolution efficiency existing in the prior art.
  • the specific technical solutions are as follows:
  • a user service request allocation method which is characterized in that, applied to the work order management end, the method includes:
  • the target technical service center that is in the working time period at the time of the estimated processing time is determined from multiple technical service centers located in different time zones.
  • the working time period of each technical service center is in the time zone to which the technical service center belongs. Within a preset time period;
  • At least one of the technical service centers is in working hours at any time;
  • the estimated processing time is the time when the work order management end estimates the target technology service center to start processing the user service request, or the estimated processing time is the time the work order management end estimates the target technology The period from when the service center starts processing the user service request to when it completes processing.
  • determining the target technical service center that is in the working time period at the estimated processing time from multiple technical service centers located in different time zones includes: determining the estimated processing time to initiate the user service request. Whether the technical service center in the local time zone is in the working time period at the estimated processing time; if so, determine the technical service center in the local time zone as the target technical service center; if not, remove the local time zone from Determine the target technical service center that is in the working time period at the time of the estimated processing time among technical service centers in other time zones.
  • the user service request includes service language information
  • Determining from a plurality of technical service centers located in different time zones a target technical service center that is in the working time period at the time of the estimated processing time includes: determining from a plurality of technical service centers located in different time zones that the target technical service center will be in the working time period at the time of the estimated processing time.
  • the target technical service center that is in business during the estimated processing time and uses the language represented by the service language information.
  • the plurality of technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours.
  • a user service request allocation method is provided, which is characterized in that it is applied to a target technical service center, and the target technical service center is a plurality of technical service centers set in different time zones.
  • the estimated processing time of the service request is a technical service center in a working time period, and the working time period of each technical service center is within a preset time period in the time zone to which the technical service center belongs; the method includes: obtaining the The user service request is processed in the estimated processing time.
  • the method further includes: when the user service request needs to be transferred, determining an assistive technology service center, and the assistive technology service center provides an estimated processing time for the user service request that needs to be transferred.
  • the technical service center during working hours; transfer the user service request to the assistive technology service center for processing.
  • the determination of the assistive technical service center includes: determining whether the technical service center in the local time zone of the user service request that needs to be transferred is in working hours at the estimated processing time of the user service request that needs to be transferred. section; if yes, determine the technical service center in the local time zone as the auxiliary technical service center; if not, determine the user service request that needs to be transferred from the technical service center in other time zones other than the local time zone.
  • the estimated processing time of the assistive technology service center is during the working hours; and/or the user service request includes service language information
  • the determination of the assistive technology service center includes: from multiple technical services set in different time zones
  • the center determines an assistive technology service center that is in the working period and has used the language represented by the service language information during the estimated processing time of the user service request that needs to be transferred; and/or, the user service request that needs to be transferred
  • Situations including one or more of three situations: the target technical service center is unable to complete the user service request within the working time period, there is a priority higher than the target technical service center and is within the working time period.
  • a preset abnormal event occurs in the area where the technical service center and the target technical service center are located.
  • the plurality of technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours; and/or, the The estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the user service request, or the estimated processing time is when the work order management end estimates that the target technical service center will start processing the user service request.
  • the period from when a user service request is processed to completion; and/or, at least one of the technical service centers is in working time at any time.
  • a user service request allocation device which is characterized in that it is applied to the work order management end, and the device includes:
  • the first determination module is used to determine the estimated processing time of the user service request to be allocated
  • the second determination module is used to determine the target technical service center that is in the working time period at the time of the estimated processing time from multiple technical service centers located in different time zones.
  • the working time period of each technical service center is in the corresponding time zone.
  • An allocation module configured to allocate the user service request to the target technical service center for processing.
  • the user service request includes service language information
  • the second determination module determines the target technology that is in the working time period at the time of the estimated processing time from multiple technical service centers set in different time zones.
  • the service center includes: determining whether the technical service center in the local time zone that initiated the user service request is in the working time period at the estimated processing time; if so, determining the technical service center in the local time zone as the target technology service center; if not, determine the target technical service center that is in the working time period at the estimated processing time from technical service centers in other time zones other than the local time zone; and/or, from multiple technical service centers set in Technical service centers in different time zones determine a target technical service center that is in the working time period at the estimated processing time and uses the language represented by the service language information.
  • the plurality of technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours; and/or, the The estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the user service request, or the estimated processing time is when the work order management end estimates that the target technical service center will start processing the user service request.
  • a user service request allocation device which is characterized in that it is applied to a target technical service center, and the target technical service center is a plurality of technical service centers set in different time zones.
  • the estimated processing time of the service request is a technical service center that is in a working time period, and the working time period of each technical service center is within a preset time period in the time zone to which the technical service center belongs; the device includes:
  • Acquisition module used to obtain the user service request
  • a processing module configured to process the user service request within the estimated processing time.
  • the device further includes a third determination module, configured to determine an assistive technology service center when the user service request needs to be transferred, and the assistive technology service center serves the user who needs to be transferred.
  • the technical service center whose estimated processing time of the request is within the working hours shall transfer the user service request to the assistive technical service center for processing.
  • the third determination module determines the assistive technology service center, including:
  • the technical service center in the local time zone of the user service request that needs to be transferred is in the working time period at the estimated processing time of the user service request that needs to be transferred; if so, determine the technical service center in the local time zone. It is an assistive technology service center; if not, determine the assistive technology service center that is in the working time period at the estimated processing time of the user service request that needs to be transferred from the technical service centers in other time zones other than the local time zone; And/or, the user service request includes service language information, and the third determining module determines the assistive technology service center, including: determining from multiple technical service centers set in different time zones the predetermined date of the user service request that needs to be transferred.
  • Assistive technology service center that is in the working hours and has used the language represented by the service language information when the processing time is estimated; and/or the situation where the user service request needs to be transferred, including one or more of the three situations Category:
  • the target technical service center cannot complete the user service request within the working time period, there is a technical service center with a priority higher than the target technical service center and is in the working time period, the target technical service center is located
  • a preset abnormal event occurs in the area.
  • the plurality of technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours; and/or, the The estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the user service request, or the estimated processing time is when the work order management end estimates that the target technical service center will start processing the user service request.
  • the period from when a user service request is processed to completion; and/or, at least one of the technical service centers is in working time at any time.
  • an electronic device which is characterized in that it includes a processor and a memory, wherein the memory is used to store a computer program;
  • the processor is used to implement the method steps described in the first aspect or the second aspect when executing the program stored in the memory.
  • a user service request allocation system characterized in that the system includes a work order management terminal and a user for implementing any of the method steps of the first aspect.
  • a target technical service center that implements the method steps described in any one of the above second aspects.
  • a computer program including a computer readable code, characterized in that when the computer readable code is run on a processor in an electronic device, the processor executes a user To implement the method steps described in any one of the above first and second aspects.
  • a computer-readable storage medium is provided, characterized in that a computer program is stored in the computer-readable storage medium, and when the computer program is executed by a processor, the method described in any one of the first and second aspects is implemented. step.
  • the user service request allocation method, device and system provided by the embodiment of the present invention can determine the estimated processing time of the user service request to be allocated through the work order management terminal; and then determine it from multiple technical service centers set in different time zones.
  • the target technical service center is in working hours when the processing time is estimated, and the working hours of each technical service center are within the preset time period of the time zone to which the technical service center belongs; finally, the user service request is assigned to the target technical service center for processing deal with.
  • Figure 1-1 is a schematic flow chart of the user service request allocation method applied to the work order management end provided by the embodiment of the present application;
  • Figure 1-2 is a schematic diagram of the user service request allocation process provided by the embodiment of this application.
  • Figure 2 is a schematic flow chart of a user service request allocation method applied to a target technical service center provided by an embodiment of the present application
  • Figure 3-1 is the flow of another user service request allocation method applied to the target technical service center provided by the embodiment of the present application. Process diagram;
  • Figure 3-2 is a schematic diagram of the user service request transfer process applied to the target technical service center provided by the embodiment of this application;
  • Figure 4 is a schematic structural diagram of a user service request allocation device applied to the work order management end provided by the embodiment of the present application;
  • Figure 5 is a schematic structural diagram of a user service request allocation device applied to a target technical service center provided by an embodiment of the present application
  • Figure 6 is a schematic diagram of the overall architecture provided by the embodiment of the present application.
  • Figure 7 is a schematic diagram of the overall business process provided by the embodiment of this application.
  • Figure 8 is a schematic diagram of the connection and flow between the customer portal and the work order management terminal provided by the embodiment of this application;
  • FIG. 9 is a schematic structural diagram of an electronic device provided by an embodiment of the present application.
  • users when faced with situations that require technical service personnel to provide technical support, such as consulting equipment performance, obtaining equipment failure solutions, etc., users can initiate user service requests through the user service system, and the user service system allocates the user service requests to the corresponding technical service personnel, so that the corresponding technical service personnel can process the user service request, thereby meeting the user's user service needs.
  • the time when users initiate user service requests has a certain degree of randomness. Therefore, some user service requests are initiated during non-working hours of technical service personnel.
  • technical service personnel cannot handle user service requests initiated during non-working hours. Respond promptly.
  • a robot reply function is often added to the system to respond to user service requests on behalf of technical service personnel during their non-working hours.
  • robots used to respond to user service requests can often only provide corresponding services for some simple user service requests. They cannot provide professional technical services for user service requests and cannot solve more problems for users in a timely manner. Professional service requests, which in turn result in less efficient resolution of service requests.
  • this application provides a user service request allocation method, as shown in Figure 1-1, applied to the work order management end.
  • the method includes:
  • S102 Determine the target technical service center that is in the working time period when the processing time is estimated from multiple technical service centers set in different time zones.
  • the working time period of each technical service center is in the preset time period in the time zone to which the technical service center belongs.
  • the estimated processing time of the user service request to be allocated is determined through the work order management terminal; and then the target technical service that is in working hours when the estimated processing time is estimated is determined from multiple technical service centers set in different time zones. Center, the working hours of each technical service center are within the preset time period of the time zone to which the technical service center belongs; finally, the user service request is assigned to the target technical service center for processing.
  • the work order management terminal when a user needs technical services, he or she can submit a user service request through the user terminal.
  • the user terminal sends the user service request to the work order management terminal, and the work order management terminal allocates a target technical service center to the user service request.
  • the work order management end After receiving the user service request, the work order management end needs to determine the estimated processing time of the user service request to be allocated.
  • the estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the service request, or the time when the work order management end estimates that the target technical service center will start processing the user service request and completes the processing, that is, the target technology
  • the service center starts processing the user service request at the estimated processing time or the time period that the work order management end estimates it will take to process the user service request. Since the users who initiate the user service request may be in different time zones, for the convenience of description, the time when the work order management terminal receives the user service request is converted into Beijing time for description.
  • the estimated processing time includes the time when the work order management end estimates that the target technical service center will start processing the service request.
  • the estimated processing time is when the work order management end starts processing the user service request. time, the estimated processing time is determined to be 12:00:00 on January 1, 2022, Beijing time, that is, user service requests will be processed at 12:00:00 on January 1, 2022.
  • the time when the user service request is received is Beijing time 2022 At 12:00:00 on January 1, 2019, the number of unallocated user service requests is 30.
  • the default time required to allocate the target technical service center for each user service request is 20 seconds.
  • since the time difference between receiving the user service request and assigning the user service request to the target technical service center for processing is extremely short, within this time difference, whether the target technical service center occurs during working hours The probability of the segment's status changing is very small.
  • the time of service request is used as the estimated processing time. Assuming that the time when the user service request is received is 12:00:00 on January 1, 2022, Beijing time, it is estimated that the time when the target technical service center will start processing the service request is 12:00 on January 1, 2022, Beijing time. :00.
  • the estimated processing time is determined to be January 2022, Beijing time. From 12:00:00 to 13:00:00 on the 1st, that is, the user service request will be processed at 12:00:00 on January 1, 2022, and will be completed at 13:00:00.
  • the user service request can be configured with reservation information indicating the specific time, so that the work order management end can determine based on the reservation information.
  • the target technical service center in this embodiment, the estimated processing time is the time represented by the reservation information.
  • the working time periods of multiple technical service centers set up in different time zones can cover multiple time periods in any time zone, that is, the working time periods of multiple technical service centers set up in different time zones can cover any time zone, any working time period.
  • the intersection within the day is greater than the working hours of the technical service center located in this time zone. In turn, it can provide users with professional manual technical services in more time periods, improving service quality and the efficiency of resolving service requests.
  • more professional manual technical services can be provided to users 24 hours a day.
  • at least one of the technical service centers is in working hours at any time. That is, no matter when users need technical services, there will be a technical service center during working hours.
  • the working time periods of multiple technical service centers set up in different time zones cover 24 hours a day in any time zone, that is, the working time periods of the multiple technical service centers set up in different time zones cover any time zone and any working day.
  • the intersection is 0:00-24:00.
  • the work order management end can assign the target technical service center in the working time period, and the work order management end can assign one or more target technical service centers to the user.
  • the multiple technical service centers set up in different time zones include technical service centers 1-3, and the estimated processing time of user service requests is 22:00:20 Beijing time, and the working time period of technical service center 1 is 8 Beijing time : 00-16:00, the working time period of Technical Service Center 2 is 16:00-24:00 Beijing time, and the working time period of Technical Service Center 3 is 00:00-8:00 Beijing time. Then it is determined that the estimated processing time of 22:00:20 is within the working time period of technical service center 2, so technical service center 2 is determined to be the target technical service center.
  • the above-mentioned technical service center 1-3 is still used as an example. It is assumed that the processing time of the user's service request is 10 hours. Since the working time of the technical service center 2 is only 8 hours, the processing time cannot be completed. If the user service request is made, the work order management end can assign it to the technical service center 2 and the technical service center 3 to jointly handle the user service request.
  • the work order management terminal will allocate the user service request to the target technical service center, and the technical service personnel of the target technical service center will process the user service request.
  • the user initiates the user service request in the local time zone, and the estimated processing time of initiating the user service request is within the working time period, that is, the technical service center in the local time zone (hereinafter referred to as local technical service Center) is within the working hours when the processing time is estimated, and the technical service staff of the local technical service center often speak the same language as the user, so communication is more convenient, so the local technical service center can better provide users with Technical Services.
  • the local time zone in this article refers to the time zone where the user is located.
  • the local technical service center can refer to any technical service center in the local time zone, or it can refer to the technical service center in the same country or administrative plan as the user.
  • the local technical service center can refer to any technical service center located in the East Eighth Time Zone, or it can refer to any technical service center located in China, or it can refer to any technical service center located in Hangzhou City. /Any technical service center in Binjiang District.
  • the above S102 may specifically be:
  • the local time zone that initiates a user service request is the time zone of the user who initiated the user request.
  • the technical service center in the local time zone where the user service request is initiated refers to the technical service center in the local time zone where the user service request is initiated, that is, the technical service center is in the time zone of the user who initiated the user service request.
  • the local technical service center is Technical Service Center 2. Since the estimated processing time is 22:00:20 Beijing time, it can be seen that the estimated processing time is within the working hours of the local technical service center. Therefore, the local technical service center is the technical service center. 2 is determined as the target technical service center.
  • the local time zone where the user service request is initiated is time zone 2
  • the working time period of time zone 2 corresponds to 24:00-8:00 Beijing time
  • the local technical service center is technical service center 3. Due to the estimated The processing time is 22:00:20 Beijing time. It can be seen that the estimated processing time is not within the working hours of time zone 2. Therefore, the local technical service center, namely technical service center 3, cannot be used as the target technical service center. It needs to be obtained from other technical service centers. Identify target technical service centers.
  • the local technical service center it is determined whether the local technical service center needs to provide technical services to the user by judging whether the technical service center in the local time zone that initiates the user service request is in the working time period when the processing time is estimated. There is no communication problem between the technical service center and users, so the local technical service center can better provide technical services to users and improve user experience.
  • step S102 may also be:
  • S102a From multiple technical service centers set up in different time zones, determine the target technical service center that is in the working time period when the processing time is estimated and uses the language represented by the service language information.
  • the service language information may carry information about the service language specified by the user, or may carry information about whether the user accepts the preset language.
  • the default language can be any language, but the default language should be as much as possible a language in which users are widely distributed around the world, such as English, French, Chinese, etc.
  • the default language can be one or multiple.
  • the technical service center that provides services in the preset language refers to the technical service center that provides services in any preset language.
  • multiple technical service centers located in different time zones are used to determine the target technical service center that is in the working time period when the processing time is estimated and uses the language represented by the service language information, and thus can provide services that cannot be provided in the local time zone.
  • the target technical service center that can provide technical services to users is determined from technical service centers in other time zones through the preset language, thereby improving the processing efficiency of user service requests.
  • multiple technical service centers located in different time zones include at least three global technical service centers, and the working time period of each global technical service center is no longer than 8 hours, and can be accessed through at least three
  • Each global technical service center covers 24 hours a day in any time zone, and the working hours of all technical service centers are local daytime hours.
  • 5 technical service centers can be set up, technical service centers 1-5.
  • the working time period of technical service center 1 is 8:00-16:00 Beijing time
  • the working time period of technical service center 2 is 12 Beijing time.
  • the working time period of Technical Service Center 3 is 18:00-2:00 Beijing time
  • the working time period of Technical Service Center 4 is 24:00-6:00 Beijing time
  • the working time period of Technical Service Center 5 The working time period is 2:00-8:00 Beijing time
  • the working time period 1-5 of the above technical service center can cover Dongba District (Beijing time 24 hours a day in the corresponding time zone), and similarly to the East Eighth Time Zone, the working hours of the above technical service center 1-5 can also cover 24 hours a day in any other time zone.
  • multiple technical service centers located in different time zones include three global technical service centers.
  • the time difference between the time zones of any two global technical service centers is equal to 8 hours.
  • the global technical service center covers 24 hours a day in any time zone. Even if the local technical service center does not provide any technical services, the global technical service center can still provide users with 24-hour technical services.
  • the working hours of the three global technical service centers are all local daytime hours, thus avoiding the traditional service team working in three shifts and night shift.
  • the three global technical service centers are at least the number that can provide users with 24-hour service, thereby saving costs as much as possible.
  • the working hours of the China Technical Service Center are 8:00-16:00 Beijing time, and the working hours of the London Technical Service Center are 16:00-24 Beijing time. :00, the working hours of the Mexico Technical Service Center are 24:00-8:00 Beijing time, which covers 24 hours a day in the East Eighth District.
  • the working hours of the China Technical Service Center are 8:00-16:00 local time
  • the working hours of the London Technical Service Center are 9:00:00-17:00 local time
  • the working hours of the Mexican Technical Service Center are local time 11:00-19:00, that is, the working hours in these three countries are exactly in line with the local normal working hours during the day.
  • the way to determine the allocation of user service requests can be as shown in Figure 1-2.
  • the user service request is automatically allocated based on the country, time and service language of the user. Specifically, If the service language selected by the user is the local language, the user service request will be assigned to the local technical service center, and the local technical service center is during working hours, that is, the local technical service center will be determined as the target technical service center, and if The service language selected by the user is English, and if the estimated processing time is determined based on the country and time of the user, and the local technical service center is not within the working hours, the user service request will be assigned to the global technical service center.
  • the user service request will be assigned to the Beijing Technical Service Center, that is, the Beijing Technical Service Center will be determined as the target technical service center. If the estimated processing time is Beijing time 16:00-24:00, the user service request will be assigned to the London Technical Service Center, that is, the London Technical Service Center will be determined as the target technical service center. If the estimated processing time is 0:00-8:00 Beijing time, Then the user service request will be assigned to the Mexican Technical Service Center, that is, the Mexican Technical Service Center will be determined as the target technical service center.
  • the technical service personnel of the target technical service center sign for the user service request and provide user services to the user according to the service language selected by the user. And if the technical service personnel does not sign for the user service request for more than the preset time, a reminder can be issued.
  • the preset time and reminder method can be different according to different application scenarios. For example, if the problem level requested by the user service request is higher than High, the shorter the preset time. For example, if the problem level is 1, the default time is 5 minutes. If the problem level is 2, the default time is 2 minutes.
  • the reminder method can be a phone call to remind the technical service personnel, or a phone call to remind the technical service personnel's supervisor.
  • the technical service personnel will be reminded by phone. If the technical service personnel have not signed for the receipt within 10 minutes from the time when the user service request is assigned to the target technical service center. , then call the supervisor of the technical service personnel.
  • a user service request allocation method is applied to the target technical service center.
  • the target technical service center is a plurality of technical service centers set in different time zones.
  • the working hours of each technical service center are within the preset time period of the time zone to which the technical service center belongs; the method includes:
  • the target technical service center can directly receive the user service request sent by the work order management end, or the target technical service center can directly obtain the user from the work order management end. Request for service.
  • This application does not place any restrictions on the specific method by which the target technical service center obtains user service requests.
  • the target technical service center needs to process the user service request within the estimated processing time.
  • the work order management terminal will send a timeout reminder to the target technical service center to remind the target technical service center to process the user service request in a timely manner.
  • technical service center 2 can obtain user service request 1 from the work order management end, and then process it within the estimated processing time.
  • User service request 1 starts to be processed at 22:00:20 Beijing time.
  • the target technical service center is a plurality of technical service centers set up in different time zones.
  • the estimated processing time of the user service request is, the technical service center in the working time period, the work of each technical service center
  • the time period is within the preset time period in the time zone of the technical service center, and the user service request is obtained through the target technical service center, and the user service request is processed within the estimated processing time.
  • Multiple technical service centers set up in different time zones coordinately serve users, thereby providing users with manual technical services for multiple periods of time.
  • the technical service center in this application can provide users with multi-period manual technical services. Provide users with more professional manual technical services during this period, improving service quality and the efficiency of resolving service requests.
  • the method further includes:
  • the assistive technology service center is the technical service center that is in the working time period during the estimated processing time of the user service request that needs to be transferred.
  • the estimated processing time of the user service request that needs to be transferred refers to the estimated processing time at the assistive technology service center for the user service request that needs to be transferred.
  • the estimated processing time may be The time when the assistive technology service center starts processing the user service request that needs to be transferred can also be the estimated time from when the assistive technology service center starts processing the user service request that needs to be transferred to when the processing is completed. How to determine the estimated processing time may be similar to how to determine the estimated processing time in step S101, and will not be described again here.
  • the circumstances under which user service requests need to be transferred may vary depending on the application scenario.
  • the circumstances under which user service requests need to be transferred include but are not limited to: the target technical service center cannot complete the work within the working time period.
  • User service request there is a technical service center with a higher priority than the target technical service center and is in the working period, and a preset abnormal event occurs in the area where the target technical service center is located.
  • the inability of the target technical service center to complete user service requests during working hours may mean that the user service requests are difficult to process and require too long a processing time, and the target technical service center is unable or difficult to complete user service requests during working hours.
  • the higher the priority of the target technical service center the higher the advantage of the technical service center in processing the user's service request. Therefore, if there is a technical service center with a higher priority than the target technical service center and is in the working time period, it can be regarded as For: There are other technical service centers other than the target technical service center that are more suitable than the target technical service center to handle the user's service request.
  • Preset abnormal events can refer to any time that can cause the target technical service center to be unable or difficult to continue processing user service requests, including but not limited to natural disasters, man-made disasters, etc. Any preset abnormal event that meets the requirements of this application can be used for this application. Abnormal events, this application does not make any restrictions on this.
  • the target technical service center or work order management terminal may determine whether the user service request needs to be transferred according to preset rules.
  • the technical service personnel of the target technical service center may also determine whether the user service request needs to be transferred. In order to avoid errors in the technical service personnel's judgment, the technical service personnel determine whether the user service request needs to be transferred. After the transfer, the technical service personnel can initiate a transfer request to the supervisor in the system. If the supervisor agrees to the transfer request, it is determined that the user service request needs to be transferred.
  • the system determines whether the time at which the technical service personnel initiates the transfer request is It is within the working hours of the target technical service center. If it is not, the system will transfer the transfer request initiated by the technical service personnel to the technical service personnel's supervisor for approval. With the approval of the supervisor, the auxiliary technical service center will be determined to transfer the user's service request. Transfer to the identified assistive technology service center, which will sign the user's service request and process it.
  • the method of determining the assistive technology service center may vary depending on the application scenario, but the determined assistive technology service center should be within the working hours during the estimated processing time.
  • one technical service center may be randomly selected as an auxiliary technical service center from all technical service centers whose estimated processing time is within the working time period.
  • the user service request includes service language information.
  • the estimated processing time of the user service request that needs to be transferred is determined from multiple technical service centers located in different time zones. Assistive technology service centers during business hours in the language represented by the service's language information.
  • the estimated processing time can be re-determined before determining the assistive technology service center.
  • the estimated processing time can be Determine the moment when the user service request needs to be transferred as the new estimated processing time, and determine the assistive technology service center based on the new estimated processing time.
  • the assistive technology service center is determined and the user service request is transferred to the assistive technology service center for processing. This can improve the efficiency of processing user service requests.
  • the local technical service center since the local technical service center has advantages such as convenient communication and close distance, when determining the assistive technology service center, it can be determined from the local technical service center.
  • the method also includes:
  • S3011. Determine whether the technical service center in the local time zone of the user service request that needs to be transferred is in the working time period during the estimated processing time of the user service request that needs to be transferred.
  • the estimated processing time can be updated.
  • the estimated processing time is updated to the estimated processing time of the transferred user service request.
  • the local time zone of the user service request that needs to be transferred refers to the time zone of the user who initiated the user request.
  • the technical service center of the local time zone of the user service request that needs to be transferred refers to the technical service center in the time zone of the user who initiated the user request. center.
  • the target technical service center is determined among the technical service centers.
  • the user service request may include service language information used to represent the language used to perform technical services, and the method further includes:
  • S301-1 From multiple technical service centers set up in different time zones, determine the assistive technology services that are in the working time period and have used the language represented by the service language information during the estimated processing time of the user service request that needs to be transferred. center.
  • steps S3011-S3013 and S301-1 are similar to the above-mentioned steps S1021-S1023 and S102a, and will not be described in detail here.
  • this application also provides a user service request allocation device, which is applied to the work order management end.
  • the device includes:
  • the first determination module 401 is used to determine the estimated processing time of the user service request to be allocated
  • the second determination module 402 is used to determine the target technical service center that is in the working time period at the estimated processing time from multiple technical service centers located in different time zones.
  • the working time period of each technical service center Within the preset time period in the time zone of the technical service center;
  • the allocation module 403 is used to allocate the user service request to the target technical service center for processing.
  • the user service request includes service language information; the second determination module determines from multiple technical service centers located in different time zones that they are in a working time period at the time of the estimated processing time.
  • the target technical service centers include:
  • a target technical service center that is in the working time period at the estimated processing time and uses the language represented by the service language information is determined from a plurality of technical service centers located in different time zones.
  • the multiple technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours;
  • the estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the user service request, or the estimated processing time is when the work order management end estimates that the target technical service center will start processing.
  • this application also provides a user service request allocation device, which is applied to a target technical service center.
  • the target technical service center is a plurality of technical service centers set in different time zones.
  • the estimated processing time of the request is the technical service center in the working time period.
  • the working time period of each technical service center is within the preset time period of the time zone to which the technical service center belongs, as shown in Figure 5.
  • Devices include:
  • Obtain module 501 used to obtain user service requests
  • the processing module 502 is used to process the user service request within the estimated processing time.
  • the device further includes a third determination module, configured to determine an assistive technology service center when the user service request needs to be transferred.
  • the estimated processing time of user service requests is in the technical service center during working hours;
  • the third determination module determines the assistive technology service center, including:
  • the user service request includes service language information
  • the third determination module determines the assistive technology service center, including:
  • the situation in which the user service request needs to be transferred includes one or more of three situations: the target technology service center is unable to complete the user service request within the working time period, or there is a priority higher than the target technology Service center, and a preset abnormal event occurs in the technical service center during working hours and in the area where the target technical service center is located.
  • the multiple technical service centers located in different time zones include three global technical service centers, and the time difference between the time zones of any two global technical service centers is equal to 8 hours;
  • the estimated processing time is the time when the work order management end estimates that the target technical service center will start processing the user service request, or the estimated processing time is when the work order management end estimates that the target technical service center will start processing.
  • the embodiment of the present application also provides a user service request distribution system, including the aforementioned work order management terminal and the target technical service center.
  • the estimated processing time of the user service request to be allocated is determined through the work order management terminal; and then the target that is in working hours when the estimated processing time is estimated is determined from multiple technical service centers set in different time zones.
  • Technical service center, the working hours of each technical service center are within the preset time period of the time zone to which the technical service center belongs; finally, the user service request is assigned to the target technical service center for processing.
  • Multiple technical service centers set up in different time zones collaborate to serve users, thereby providing users with manual technical services for multiple periods of time.
  • the technical service center in this application can Provide users with more professional manual technical services within multiple time periods, improving service quality and the efficiency of resolving service requests.
  • the system includes customer portal, work order management terminal, technical service personnel and telephone system.
  • the customer portal performs customer authentication on the accessed user terminal to determine whether the user to whom the user terminal belongs has the authority to access the customer portal. If the user to which the user terminal belongs does not have the authority, , the customer portal denies access to the user terminal. If the user to which the user terminal belongs has this permission, the customer portal allows access to the user terminal.
  • the user terminal can submit a user service request through the customer portal, and can also choose the user service method.
  • the user service method includes but is not limited to: the language used by technical service personnel when providing user services, the language used by technical service personnel to provide user services, channels etc.
  • the user terminal can also query the processing progress of user service requests through the customer portal.
  • the customer portal sends a questionnaire for investigating user satisfaction to the user terminal, thereby collecting the user's satisfaction evaluation of the user service provided by the technical service center.
  • the customer portal collects the user's country and the form filled in by the user.
  • the form can include: user name, problem level, user email, problem description, user reserved callback number and other information, and collects this information and the service selected by the user.
  • the method and the number of the user service request initiated by the user are sent to the work order management end.
  • the work order management terminal is used to manage and archive user service requests, and determine the target technical service center for the user service request initiated by the user, so as to assign the user service request to the technical service personnel of the target technical service center for processing.
  • the work order management end determines the target technical service center, you can refer to the relevant description of S102 mentioned above, which will not be described again here.
  • the work order management terminal can also manage the processing efficiency of each user service request to push the processing progress of each user service request to the customer portal in real time, so that the user terminal can query the processing progress of the user service request through the customer portal. And, based on The satisfaction evaluation collected by the customer portal can also be managed by the work order management terminal so that technical service personnel can improve the service quality of the technical services provided.
  • the connection process between the customer portal and the work order management terminal is shown in Figure 7. The specific process is the same as the process shown in Figure 6 and will not be described again here.
  • the technical service personnel of the target technical service center can access the system through the technical service personnel's terminal (hereinafter referred to as the employee terminal), and sign the user service requests assigned to the target technical service center, and return the user reservations collected through the customer portal. Dial the number to contact the user to provide the user with user services, and close the user service request after completing the user service request.
  • the technical service personnel can update the processing progress of the user service request through the employee terminal, so that the work order management end can manage the processing efficiency according to the processing progress updated by the technical service personnel.
  • technical service personnel can also transfer user service requests. For the method of transferring user service requests, please refer to the relevant descriptions in Figure 3-1 and Figure 3-2, which will not be described again here.
  • the telephone service system is used to assist technical service personnel in processing user service requests.
  • the telephone service system provides an agent call recording function and supports technical service personnel to use their own mobile terminals to call back users' calls and record them.
  • the process from initiation to completion of a user service request is shown in Figure 8.
  • the user initiates a user service request on the customer portal.
  • the customer portal passes the user service request to the work order management end, which determines the target technology.
  • Service center to realize automatic distribution of user service requests.
  • the technical service personnel of the target technical service center sign and process the user service requests assigned to the target technical service center.
  • the embodiment of the present application also provides an electronic device, as shown in Figure 9, including a processor 901 and a memory 902, wherein the memory 902 is used to store computer programs; the processor 901 is used to execute the program stored on the memory 902. Program, implement the steps of any of the above user service request allocation methods.
  • the target technical service center is a plurality of technical service centers set up in different time zones.
  • the estimated processing time of the user service request is, the technical service center in the working time period, the working time period of each technical service center Within a preset time period in the time zone of the technical service center; the method includes:
  • the memory mentioned in the above-mentioned electronic device may include random access memory (Random Access Memory, RAM) or non-volatile memory (Non-Volatile Memory, NVM), such as at least one disk memory.
  • RAM Random Access Memory
  • NVM Non-Volatile Memory
  • the memory may also be at least one storage device located far away from the aforementioned processor.
  • the above-mentioned processor can be a general-purpose processor, including a central processing unit (CPU), a network processor (Network Processor, NP), etc.; it can also be a digital signal processor (Digital Signal Processor, DSP), a dedicated Integrated circuit (Application Specific Integrated Circuit, ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, and discrete hardware components.
  • CPU central processing unit
  • NP Network Processor
  • DSP Digital Signal Processor
  • ASIC Application Specific Integrated Circuit
  • FPGA Field-Programmable Gate Array
  • a computer-readable storage medium stores a computer program.
  • any of the above user service requests are implemented. Assign the steps of the method.
  • a computer program product containing instructions is also provided, which when run on a computer causes the computer to execute any of the user service request allocation methods in the above embodiments.
  • the above embodiments it may be implemented in whole or in part by software, hardware, firmware, or any combination thereof.
  • software it may be implemented in whole or in part in the form of a computer program product.
  • the computer program product includes one or more computer instructions.
  • the computer program instructions When the computer program instructions are loaded and executed on a computer, the processes or functions described in accordance with the embodiments of the present invention are generated in whole or in part.
  • the computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable device.
  • the computer instructions may be stored in or transmitted from one computer-readable storage medium to another, e.g., the computer instructions may be transferred from a website, computer, server, or data center Transmission to another website, computer, server or data center by wired (such as coaxial cable, optical fiber, digital subscriber line (DSL)) or wireless (such as infrared, wireless, microwave, etc.) means.
  • the computer-readable storage medium may be any available medium that can be accessed by a computer or a data storage device such as a server, data center, etc. that contains one or more available media integrated.
  • the usable media may be magnetic media (eg, floppy disk, hard disk, magnetic tape), optical media (eg, DVD), etc.

Abstract

一种用户服务请求分配方法、装置、设备及系统，可以通过工单管理端确定待分配的用户服务请求的预估处理时间；然后从多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间的目标技术服务中心，每个技术服务中心的工作时间在技术服务中心所属时区的预设时间段内；最后将用户服务请求分配至所述目标技术服务中心进行处理。通过设置于不同时区的多个技术服务中心协同服务用户，从而在更多时段为用户提供人工技术服务，相较于传统的机器人服务仅能完成简单的服务，本申请中的技术服务中心可以在更多时段内为用户提供更专业人工技术服务，提升了服务质量和服务请求的解决效率。

Description

一种用户服务请求分配方法、装置、设备及系统
本申请要求于2022年06月30日提交中国专利局、申请号为202210770376.5发明名称为“一种用户服务请求分配方法、装置、设备及系统”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本发明涉及用户服务技术领域，特别是涉及一种用户服务请求分配方法、装置、设备及系统。
背景技术
用户通过用户终端能够向用户服务系统发起用户服务请求，用户服务系统将用户服务请求分配至对应的技术服务人员进行响应，以满足用户的用户服务需求。为提高用户体验度，用户服务系统应当尽可能及时、专业地响应用户提出的服务请求，但是由于用户发起用户服务请求的时间具有一定的随机性，因此部分用户请求在技术服务人员的非工作时间被发起。而在非工作时间发起的用户服务请求，技术服务人员无法及时响应。
而在相关技术中，在非工作时间发起的用户服务请求，通常采用机器人来响应该用户服务请求。但是机器人往往只能解决一些简单的问题，针对一些专业性的问题，机器人难以提供专业的技术服务，不能及时为用户解决服务请求，导致服务请求的解决效率较低。
发明内容
本发明实施例的目的在于提供一种用户服务请求分配方法、装置、设备及系统，用以解决现有技术中存在的服务请求的解决效率较低的问题。具体技术方案如下：
根据本发明实施例的第一方面，提供一种用户服务请求分配方法，其特征在于，应用于工单管理端，所述方法包括：
确定待分配的用户服务请求的预估处理时间；
从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；
将所述用户服务请求分配至所述目标技术服务中心进行处理。
作为一种实施方式，任一时刻至少一个所述技术服务中心处于工作时间段；
和/或，所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段。
作为一种实施方式，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：判断预估处理时间发起所述用户服务请求的本地时区的技术服务中心在所述预估处理时间时是否处于工作时间段；若是，则将处于所述本地时区的技术服务中心确定为目标技术服务中心；若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在所述预估处理时间时处于工作时间段的目标技术服务中心。
作为一种实施方式，所述用户服务请求包括服务语言信息；
所述从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段且使用所述服务语言信息所表示的语言的目标技术服务中心。
作为一种实施方式，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时。
根据本发明实施例的第二方面，提供一种用户服务请求分配方法，其特征在于，应用于目标技术服务中心，所述目标技术服务中心为多个设置于不同时区的技术服务中心中在用户服务请求的预估处理时间时处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；所述方法包括：获取所述用户服务请求；在所述预估处理时间处理所述用户服务请求。
作为一种实施方式，所述方法还包括：在所述用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在该需要转移的用户服务请求的预估处理时间时处于工作时间段的技术服务中心；将所述用户服务请求转移至所述辅助技术服务中心进行处理。
作为一种实施方式，所述确定辅助技术服务中心，包括：判断需要转移的所述用户服务请求的本地时区的技术服务中心在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段；若是，则将处于所述本地时区的技术服务中心确定为辅助技术服务中心；若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段的辅助技术服务中心；和/或，所述用户服务请求包括服务语言信息，所述确定辅助技术服务中心，包括：从多个设置于不同时区的技术服务中心确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段且使用过所述服务语言信息所表示的语言的辅助技术服务中心；和/或，所述用户服务请求需要转移的情况，包括三种情况中的一种或多种：所述目标技术服务中心无法在工作时间段内完成所述用户服务请求、存在优先级高于所述目标技术服务中心且处于工作时间段的技术服务中心、所述目标技术服务中心所处地区发生预设异常事件。
作为一种实施方式，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；和/或，所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；和/或，任一时刻至少一个所述技术服务中心处于工作时间段。
根据本发明实施例的第三方面，提供一种用户服务请求分配装置，其特征在于，应用于工单管理端，所述装置包括：
第一确定模块，用于确定待分配的用户服务请求的预估处理时间；
第二确定模块，用于从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区 的预设时间段内；
分配模块，用于将所述用户服务请求分配至所述目标技术服务中心进行处理。
作为一种实施方式，所述用户服务请求包括服务语言信息；所述第二确定模块，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：判断发起所述用户服务请求的本地时区的技术服务中心在所述预估处理时间时是否处于工作时间段；若是，则将处于所述本地时区的技术服务中心确定为目标技术服务中心；若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在所述预估处理时间时处于工作时间段的目标技术服务中心；和/或，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段且使用所述服务语言信息所表示的语言的目标技术服务中心。
作为一种实施方式，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；和/或，所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；和/或，
任一时刻至少一个所述技术服务中心处于工作时间段。
根据本发明实施例的第四方面，提供一种用户服务请求分配装置，其特征在于，应用于目标技术服务中心，所述目标技术服务中心为多个设置于不同时区的技术服务中心中在用户服务请求的预估处理时间时处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；所述装置包括：
获取模块，用于获取所述用户服务请求；
处理模块，用于在所述预估处理时间处理所述用户服务请求。
作为一种实施方式，所述装置还包括第三确定模块，用于在所述用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在该需要转移的用户服务请求的预估处理间时处于工作时间段的技术服务中心；将所述用户服务请求转移至所述辅助技术服务中心进行处理。
作为一种实施方式，所述第三确定模块确定辅助技术服务中心，包括：
判断需要转移的所述用户服务请求的本地时区的技术服务中心在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段；若是，则将处于所述本地时区的技术服务中心确定为辅助技术服务中心；若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段的辅助技术服务中心；和/或，所述用户服务请求包括服务语言信息，所述第三确定模块确定辅助技术服务中心，包括：从多个设置于不同时区的技术服务中心确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段且使用过所述服务语言信息所表示的语言的辅助技术服务中心；和/或，所述用户服务请求需要转移的情况，包括三种情况中的一种或多种：所述目标技术服务中心无法在工作时间段内完成所述用户服务请求、存在优先级高于所述目标技术服务中心且处于工作时间段的技术服务中心、所述目标技术服务中心所处地区发生预设异常事件。
作为一种实施方式，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；和/或，所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；和/或，任一时刻至少一个所述技术服务中心处于工作时间段。
根据本发明实施例的第五方面，提供一种电子设备，其特征在于，包括处理器和存储器，其中，存储器，用于存放计算机程序；
处理器，用于执行存储器上所存放的程序时，实现上述第一方面或第二方面所述的方法步骤。
根据本申请实施例的第六方面，提供一种用户服务请求分配系统，其特征在于，所述系统包括如用于实现上述第一方面任一所述的方法步骤的的工单管理端和用于实现如上述第二方面任一所述的方法步骤的目标技术服务中心。
根据本申请实施例的第七方面，提供一种计算机程序，包括计算机可读代码，其特征在于，当所述计算机可读代码在电子设备中的处理器上运行时，所述处理器执行用于实现，其上述第一方面和第二方面任一所述的方法步骤。
根据本申请实施例的第八方面。提供一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有计算机程序，所述计算机程序被处理器执行时实现上述第一方面和第二方面任一所述的方法步骤。
本发明实施例有益效果：
本发明实施例提供的一种用户服务请求分配方法、装置及系统，可以通过工单管理端确定待分配的用户服务请求的预估处理时间；然后从多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间的目标技术服务中心，每个技术服务中心的工作时间在技术服务中心所属时区的预设时间段内；最后将用户服务请求分配至所述目标技术服务中心进行处理。通过设置于不同时区的多个技术服务中心协同服务用户，从而能够在更多时段为用户提供更为专业的人工技术服务，相较于传统的机器人服务仅能完成简单的服务，本申请中的技术服务中心可以在更多时段为用户提供更专业人工技术服务，提升了服务质量和服务请求的解决效率。
当然，实施本发明的任一产品或方法并不一定需要同时达到以上所述的所有优点。
附图说明
为了更清楚地说明本发明实施例和现有技术的技术方案，下面对实施例和现有技术中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本发明的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图1-1为本申请实施例提供的应用于工单管理端的用户服务请求分配方法的流程示意图；
图1-2为本申请实施例提供的用户服务请求分配流程示意图；
图2为本申请实施例提供的应用于目标技术服务中心的用户服务请求分配方法的流程示意图；
图3-1为本申请实施例提供的应用于目标技术服务中心的另一种用户服务请求分配方法的流 程示意图；
图3-2为本申请实施例提供的应用于目标技术服务中心的用户服务请求转移流程示意图；
图4为本申请实施例提供的应用于工单管理端的用户服务请求分配装置的结构示意图；
图5为本申请实施例提供的应用于目标技术服务中心的用户服务请求分配装置的结构示意图；
图6为本申请实施例提供的总体架构示意图；
图7为本申请实施例提供的总体业务流程示意图；
图8为本申请实施例提供的客户门户和工单管理端的对接流转示意图；
图9为本申请实施例提供的电子设备的一种结构示意图。
具体实施方式
下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术服务人员基于本申请所获得的所有其他实施例，都属于本申请保护的范围。
相关技术中，在面对需要技术服务人员提供技术支持的情况，如咨询设备性能、获取设备故障解决方案等，用户可以通过用户服务系统发起用户服务请求，用户服务系统将用户服务请求分配至对应的技术服务人员，以使得对应的技术服务人员处理该用户服务请求，从而满足用户的用户服务需求。在实际过程中，用户发起用户服务请求的时间具有一定的随机性，因此部分用户服务请求是在技术服务人员的非工作时间被发起，而在非工作时间发起的用户服务请求，技术服务人员无法及时响应。现有技术中，往往在系统中加入机器人回复功能，以在技术服务人员非工作时间代替技术服务人员对用户服务请求进行响应。但是受限制于机器人回复的智能程度，采用机器人来响应用户服务请求，往往只能针对一些简单的用户服务请求提供相应的服务，无法针对用户服务请求提供专业的技术服务，不能及时为用户解决更加专业的服务请求，进而导致服务请求的解决效率较低。
基于此，本申请提供一种用户服务请求分配方法，如图1-1所示，应用于工单管理端，所述方法包括：
S101、确定待分配的用户服务请求的预估处理时间。
S102、从多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间段的目标技术服务中心，每个技术服务中心的工作时间段在技术服务中心所属时区的预设时间段内。
S103、将用户服务请求分配至目标技术服务中心进行处理。
本申请实施例中，通过工单管理端确定待分配的用户服务请求的预估处理时间；然后从多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间的目标技术服务中心，每个技术服务中心的工作时间在技术服务中心所属时区的预设时间段内；最后将用户服务请求分配至所述目标技术服务中心进行处理。通过设置于不同时区的多个技术服务中心协同服务用户，从而能够在更多时段为用户提供的人工技术服务，相较于传统的机器人服务仅能完成简单的服务，本申请中的技术服务中心可以在更多时段为用户提供更专业人工技术服务，大大提升了服务质量和服务请求的解决效率。
下面将对前述步骤S101-S103进行详细说明:
在S101中，当用户需要技术服务时，可以通过用户端提交用户服务请求，用户端将用户服务请求发送至工单管理端，由工单管理端为该用户服务请求分配目标技术服务中心。工单管理端在接收到该用户服务请求之后，需要确定待分配的用户服务请求的预估处理时间。该预估处理时间为工单管理端预估目标技术服务中心开始处理该服务请求的时刻或工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段，即目标技术服务中心在预估处理时间开始处理该用户服务请求的时间点或者工单管理端预估处理该用户服务请求所需要花费的时间段。由于发起用户服务请求的用户可能处于不同时区，为描述方便，将工单管理端接收到用户服务请求的时间转换为北京时间进行描述。
在一种可能的实现方式中，以预估处理时间包括工单管理端预估目标技术服务中心开始处理该服务请求的时刻为例，预估处理时间即为工单管理端开始处理用户服务请求的时间，确定预估处理时间为北京时间2022年1月1日12:00:00，即在2022年1月1日12:00:00这一时刻开始处理用户服务请求。在另一种可能的实现方式中，预估处理时间可以为工单管理端根据接收到用户服务请求的时刻以及尚未分配的用户服务请求的数量确定的，例如，预估处理时间＝工单管理端根据接收到用户服务请求的时刻+预设为每个用户服务请求分配目标技术服务中心所需的时间×尚未分配的用户服务请求的数量，假设接收到该用户服务请求的时刻为北京时间2022年1月1日12:00:00，尚未分配的用户服务请求的数量为30，预设为每个用户服务请求分配目标技术服务中心所需的时间为20s，则计算得到预估处理时间为12：00:00+30×20＝12:10:00，即北京时间2022年1月1日12:10:00。在另一种可能的实现方式中，由于在接收到用户服务请求后到将该用户服务请求分配至目标技术服务中心进行处理的时间差极短，在该时间差内目标技术服务中心发生是否处于工作时间段的状态变化的概率极小，方便起见，也可以直接将工单管理端接收到用户服务请求的时刻作为预估目标技术服务中心开始处理该服务请求的时刻，即将工单管理端接收到用户服务请求的时刻作为预估处理时间。假设接收到该用户服务请求的时刻为北京时间2022年1月1日12:00:00，则预估目标技术服务中心开始处理该服务请求的时刻为北京时间2022年1月1日12:00:00。
在一种可能的实施例中，以预估处理时间包括工单管理端预估目标技术服务中心开始处理该服务请求至完成处理的时段为例，确定预估处理时间为北京时间2022年1月1日12:00:00-13:00:00，即在2022年1月1日12:00:00开始处理用户服务请求，至13:00:00时完成处理该用户服务请求。
在又一种可能的实现方式中，若用户希望预约在特定时间获得用户服务，则可以在用户服务请求中配置用于表示该特定时间的预约信息，以使得工单管理端可以基于预约信息确定目标技术服务中心，在该实施例中预估处理时间为预约信息所表示的时间。
在S102中，多个设置于不同时区的技术服务中心的工作时间段可以覆盖任一时区的多个时段，即多个设置于不同时区的技术服务中心的工作时间段在任一时区、任一工作日内的交集均大于位于该时区的技术服务中心的工作时间段。进而能够在更多时段内为用户提供专业人工技术服务，提高服务质量和服务请求的解决效率。
在一种可能的实现方式中，为了更好地为用户提供服务，提高服务质量和服务请求的解决效率，可以24小时全天为用户提供更专业的人工技术服务。本实施例中，任一时刻至少一个所述技术服务中心处于工作时间段。即，无论用户何时需要技术服务，均有技术服务中心处于工作时间段。多个设置于不同时区的技术服务中心的工作时间段覆盖任一时区的全天24小时，即该多个设置于不同时区的技术服务中心的工作时间段在任一时区、任一工作日内的交集为0:00-24:00。进而无论用户何时提交用户服务请求，工单管理端均可以为其分配处于工作时间段的目标技术服务中心，工单管理端可以为其分配一个或多个目标技术服务中心。
假设该多个设置于不同时区的技术服务中心包括技术服务中心1-3，并且用户服务请求的预估处理时间为北京时间22：00:20，技术服务中心1的工作时间段为北京时间8：00-16:00，技术服务中心2的工作时间段为北京时间16:00-24:00，技术服务中心3的工作时间段为北京时间00:00-8:00。则确定预估处理时间22:00:20在技术服务中心2的工作时间段内，因此确定出技术服务中心2为目标技术服务中心。
在另一种可能的实现方式中，仍以前述技术服务中心1-3为例，假设该用户服务请求的处理时间为10小时，由于技术服务中心2的工作时间仅为8小时，无法完成该用户服务请求，则工单管理端可以将其分配至技术服务中心2和技术服务中心3来共同处理该用户服务请求。
在S103中，在确定出目标技术服务中心后，工单管理端会将用户服务请求分配至目标技术服务中心，由目标技术服务中心的技术服务人员对用户服务请求进行处理。
在一种可能的实现方式中，用户发起该用户服务请求是处于本地时区，且发起该用户服务请求的预估处理时间处于工作时间段，即本地时区的技术服务中心(下文称本地的技术服务中心)在预估处理时间时处于工作时间段内，而本地的技术服务中心的技术服务人员往往与用户使用的语言相同，因此沟通较为便利，因此本地的技术服务中心可以更好地为用户提供技术服务。本文中的本地时区是指用户所处的时区，本地的技术服务中心可以是指本地时区内的任一技术服务中心，也可以是指与用户处于同一国家或行政规划的技术服务中心，以用户处于杭州市滨江区为例，则本地的技术服务中心可以是指位于东八时区内的任一技术服务中心，也可以是指位于中国境内的任一技术服务中心，还可以是指位于杭州市/滨江区内的任一技术服务中心。
在该实现方式中，上述S102具体可以为：
S1021、判断发起用户服务请求的本地时区的技术服务中心在预估处理时间时是否处于工作时间段。
发起用户服务请求的本地时区是发起用户请求的用户所处的时区。发起用户服务请求的本地时区的技术服务中心指的是处于发起用户服务请求的本地时区的技术服务中心，即处于发起用户请求的用户所处的时区的技术服务中心。
S1022、若是，则将处于本地时区的技术服务中心确定为目标技术服务中心。
S1023、若否，则从除本地时区以外的其他时区的技术服务中心中确定在预估处理时间处于工作时间段的目标技术服务中心。
仍以前述S102中技术服务中心1-3的示例为例，假设发起用户服务请求的本地时区为时区1，而时区1的工作时间段对应北京时间16:00-24:00，则本地的技术服务中心为技术服务中心2，由于预估处理时间为北京时间22:00:20，可见预估处理时间在本地的技术服务中心的工作时间段内，因此将本地的技术服务中心即技术服务中心2确定为目标技术服务中心。
另一种情况，假设发起用户服务请求的本地时区为时区2，而时区2的工作时间段对应北京时间24:00-8:00，即本地的技术服务中心为技术服务中心3，由于预估处理时间为北京时间22:00:20，可见预估处理时间不在时区2的工作时间段内，因此本地的技术服务中心即技术服务中心3不能作为目标技术服务中心，需要从其他技术服务中心中确定目标技术服务中心。
本申请实施例中，通过判断发起用户服务请求的本地时区的技术服务中心在预估处理时间时是否处于工作时间段，来确定是否需要通过本地的技术服务中心为用户提供技术服务，由于本地的技术服务中心与用户不存在沟通问题，所以通过本地的技术服务中心可以更好地为用户提供技术服务，提高用户体验。
在一种可能的实现方式中，由于不同时区的语言可能不同，所以为了更好地为用户提供技术服务，需要确定用户是否接受预设语言的技术服务，从而可以从使用预设语言提供用户服务的技术服务中心中确定出目标技术服务中心。用户服务请求中可以包括用于表示进行技术服务所使用的语言的服务语言信息，上述步骤S102还可以为：
S102a、从多个设置于不同时区的技术服务中心，确定在预估处理时间时处于工作时间段、且使用服务语言信息所表示的语言的目标技术服务中心。
其中，服务语言信息中可以携带用户指定的服务语言的信息，或者，可以携带用户是否接受预设语言的信息。本步骤中，预设语言可以为任意语言，但是预设语言应当尽可能为使用者在全球范围内分布广泛的语言，比如英语、法语、中文等。该预设语言可以为一种也可以为多种。对于存在多种预设语言的情况，使用预设语言提供服务的技术服务中心是指使用任一预设语言提供服务的技术服务中心。
本申请实施例中，通过多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间段且使用服务语言信息所表示的语言的目标技术服务中心，进而可以在本地时区无法为用户提供技术服务时，通过预设语言从其他时区的技术服务中心确定出可以为用户提供技术服务的目标技术服务中心，进而可以提高处理用户服务请求的处理效率。
在一种可能的实现方式中，多个设置于不同时区的技术服务中心包括至少三个全球技术服务中心，并且每个全球技术服务中心的工作时间段的时长不大于8小时，可以通过至少三个全球技术服务中心覆盖任一时区的全天24小时，所有技术服务中心的工作时间段均为当地白天时段。示例性的，可以设置5个技术服务中心，技术服务中心1-5，技术服务中心1的工作时间段为北京时间8:00-16:00，技术服务中心2的工作时间段为北京时间12:00-20:00，技术服务中心3的工作时间段为北京时间18:00-2:00，技术服务中心4的工作时间段为北京时间24:00-6:00，技术服务中心5的工作时间段为北京时间2:00-8:00，则上述技术服务中心1-5的工作时间段可以覆盖东八区(北京时 间对应的时区)的全天24小时，并且同理于东八时区，上述技术服务中心1-5的工作时间段也可以覆盖其他任意时区的全天24小时。
在另一种可能的实现方式中，多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时，可以通过三个全球技术服务中心覆盖任一时区的全天24小时，即使本地的技术服务中心不提供任何技术服务，也可以通过全球技术服务中心为用户提供24小时的技术服务。而三个全球技术服务中心的工作时间段均为当地白天时段，进而避免传统服务团队三班倒，夜班的工作情况。另外，三个全球技术服务中心为最少可以为用户提供24小时服务的数量，进而可以尽可能地节约成本。
例如，设置中国、伦敦、墨西哥三个全球技术服务中心，中国技术服务中心的工作时间段为北京时间8:00-16:00，伦敦技术服务中心的工作时间段为北京时间16:00-24:00，墨西哥技术服务中心的工作时间段为北京时间24:00-8:00，正好覆盖东八区的全天24小时。其中，中国技术服务中心的工作时间段为本地时间8:00-16:00，伦敦技术服务中心的工作时间为本地时间9：00:00-17:00，墨西哥技术服务中心的工作时间为本地11:00-19:00，即该三个国家的工作时间段正好符合当地白天正常工作时间段。
在该实施例中，确定分配用户服务请求的方式可以如图1-2所示，在用户服务请求生成后，基于用户所处国家、时间以及服务语言自动对用户服务请求进行分配，具体的，若用户选择的服务语言为本地语言，则将该用户服务请求分配至本地的技术服务中心，且本地的技术服务中心处于工作时间段，即将本地的技术服务中心确定为目标技术服务中心，而若用户选择的服务语言为英语，且根据用户所处的国家和时间确定预估处理时间时本地的技术服务中心不在工作时间段内，则将该用户服务请求分配至全球技术服务中心。并且，若预估处理时间为北京时间8：00-16：00，则将该用户服务请求分配至北京技术服务中心，即将北京技术服务中心确定为目标技术服务中心，若预估处理时刻为北京时间16:00-24:00，则将该用户服务请求分配至伦敦技术服务中心，即将伦敦技术服务中心确定为目标技术服务中心，若预估处理时刻为北京时间0:00-8:00，则将该用户服务请求分配至墨西哥技术服务中心，即将墨西哥技术服务中心确定为目标技术服务中心。
在将用户服务请求分配至目标技术服务中心后，目标技术服务中心的技术服务人员签收用户服务请求，并按照用户选择的服务语言为用户提供用户服务。并且若技术服务人员超过预设时长未签收用户服务请求，可以进行提醒，预设时长以及提醒方式根据应用场景的不同可以不同，示例性的，若用户服务请求所请求解决的问题的问题等级越高，则预设时长越短，如在问题等级为1的情况，预设时长为5分钟，问题等级为2的情况下，预设时长为2分钟。提醒方式可以是电话提醒技术服务人员，也可以是电话提醒技术服务人员的主管。例如，若从用户服务请求分配至目标技术服务中心起5分钟内技术服务人员尚未签收，则电话提醒技术服务人员，若从用户服务请求分配至目标技术服务中心起10分钟内技术服务人员尚未签收，则电话提醒技术服务人员的主管。
如图2所示，一种用户服务请求分配方法，应用于目标技术服务中心，目标技术服务中心为多个设置于不同时区的技术服务中心中，在用户服务请求的预估处理时间时，处于工作时间段的技术 服务中心，每个技术服务中心的工作时间段在技术服务中心所属时区的预设时间段内；所述方法包括：
S201、获取用户服务请求。
在本步骤中，工单管理端在确定出目标技术服务中心后，目标技术服务中心可以直接接收工单管理端发送的用户服务请求，也可以是目标技术服务中心直接从工单管理端获取用户服务请求。本申请对于目标技术服务中心获取用户服务请求的具体方式不做任何限定。
S202、在预估处理时间处理用户服务请求。
在本步骤中，目标技术服务中心在获取到用户服务请求之后，需要在预估处理时间处理用户服务请求。在一种可能的实现方式中，如果超过预估处理时间没有处理，则工单管理端会向目标技术服务中心发送超时提醒，以提醒目标技术服务中心及时处理该用户服务请求。
仍以前述用户服务请求1的示例为例，假设确定出目标技术服务中心为技术服务中心2，则技术服务中心2可以从工单管理端获取用户服务请求1，然后在预估处理时间处理即北京时间22:00：20这一刻开始处理用户服务请求1。
本申请实施例中，目标技术服务中心为多个设置于不同时区的技术服务中心中，在用户服务请求的预估处理时间时，处于工作时间段的技术服务中心，每个技术服务中心的工作时间段在技术服务中心所属时区的预设时间段内，通过目标技术服务中心获取用户服务请求，并在在预估处理时间处理用户服务请求。通过设置于不同时区的多个技术服务中心协同服务用户，从而为用户提供多时段的人工技术服务，相较于传统的机器人服务仅能完成简单的服务，本申请中的技术服务中心可以在多时段内为用户提供更专业人工技术服务，提升了服务质量和服务请求的解决效率。
在一种可能的实现方式中，在获取用户服务请求之后，为了提高服务请求的处理效率，如图3-1所示，所述方法还包括：
S301、在用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在该需要转移的用户服务请求的预估处理时间时，处于工作时间段的技术服务中心。
其中，该需要转移的用户服务请求的预估处理时间指的是，预估的在辅助技术服务中心处针对该需要转移的用户服务请求的预估处理时间，该预估处理时间可以是预估的在辅助技术服务中心处开始处理该需要转移的用户服务请求的时刻，也可以是预估的在辅助技术服务中心处开始处理该需要转移的用户服务请求至完成处理的时段。如何确定该预估处理时间的方式可以与针对S101步骤中的预估处理时间如何确定的方式相似，在此不再赘述。
用户服务请求需要转移的情况根据应用场景的不同可以是不同的情况，在一种可能的实施例中，用户服务请求需要转移的情况包括但不限于：目标技术服务中心无法在工作时间段内完成用户服务请求、存在优先级高于目标技术服务中心且处于工作时间段的技术服务中心、目标技术服务中心所处地区发生预设异常事件。目标技术服务中心无法在工作时间内完成用户服务请求可以是指：用户服务请求难以处理，需要的处理时间过长，目标技术服务中心无法或者难以在工作时间段内完成用户服务请求。
本申请中，目标技术服务中心的优先级越高则说明该技术服务中心处理该用户服务请求的优势越高，因此存在优先级高于目标技术服务中心且处于工作时间段的技术服务中心可以视为：存在目标技术服务中心以外的其他技术服务中心比目标技术服务中心更适合处理该用户服务请求。预设异常事件可以是指任意能够导致目标技术服务中心无法或难以继续处理用户服务请求的时间，包括但不限于自然灾害、人为灾难等，任何满足本申请的预设异常事件均可以为本申请的异常事件，本申请对此不作任何限定。
在一种可能的实施例中，可以是由目标技术服务中心或工单管理端，按照预设规则判断用户服务请求是否需要转移。在另一种可能的实施例中，也可以是由目标技术服务中心的技术服务人员判断用户服务请求是否需要转移，并且为避免技术服务人员的判断出现错误，技术服务人员在判断用户服务请求需要转移后，技术服务人员可以在系统中向主管发起转移请求，在主管同意该转移请求的情况下，则确定该用户服务请求需要转移。
并且，为避免技术服务人员随意转移用户服务请求，导致用户服务请求无法得到及时处理，在一种可能的实施例中，如图3-2所示，系统判断技术服务人员发起转移请求的时刻是否处于目标技术服务中心的工作时段，若不处于，则系统将技术服务人员发起的转移请求移交至技术服务人员的主管审批，在主管审批同意的情况下，确定辅助技术服务中心以将用户服务请求转移至所确定的辅助技术服务中心，辅助技术服务中心签收该用户服务请求并进行处理。
确定辅助技术服务中心的方式根据应用场景的不同可以不同，但是所确定的辅助技术服务中心在预估处理时间应当处于工作时间段。示例性的，在一种可能的实施例中，可以是从在预估处理时间处于工作时间段的所有技术服务中心中，随机选取一个技术服务中心作为辅助技术服务中心。
在另一种可能的实施例中，也可以是确定本地技术服务中心在该需要转移的用户服务请求的预估处理时刻是否处于工作时间段，若是，则将本地技术服务中心确定为辅助技术服务中心，若否，则从除本地技术服务中心以外的其他技术服务中心中，确定在该需要转移的用户服务请求的预估处理时间，处于工作时间段的辅助技术服务中心。
在又一种可能的实施例中，用户服务请求包括服务语言信息，在该实施例中从多个设置于不同时区的技术服务中心，确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段、且使用该服务语言信息所表示的语言的辅助技术服务中心。
并且，由于确定辅助技术服务中心和确定目标技术服务中心的时间不同，因此，在确定辅助技术服务中心之前可以重新确定预估处理时间，示例性的，在一种可能的实施例中，可以将确定用户服务请求需要转移的时刻作为新的预估处理时间，并根据新的预估处理时间确定辅助技术服务中心。
S302、将用户服务请求转移至辅助技术服务中心进行处理。
本申请实施例中，通过在用户服务请求需要转移的情况下，确定辅助技术服务中心，将用户服务请求转移至辅助技术服务中心进行处理。以此可以提高处理用户服务请求的效率。
在一种可能的实现方式中，由于当地技术服务中心的具有沟通便利、距离近等优势，所以在确定辅助技术服务中心时，可以从本地技术服务中心确定，所述方法还包括：
S3011、判断需要转移的用户服务请求的本地时区的技术服务中心，在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段。
本步骤中，预估处理时间可以更新，当确定出用户服务请求需要转移时，将预估处理时间更新为转移后的用户服务请求的预估处理时间。需要转移的用户服务请求的本地时区是指发起用户请求的用户所处的时区，需要转移的用户服务请求的本地时区的技术服务中心指的是处于发起用户请求的用户所处的时区的技术服务中心。
S3012、若是，则将处于本地时区的技术服务中心确定为辅助技术服务中心；
S3013、若否，则从除本地时区以外的其他时区的技术服务中心中，确定在该需要转移的用户服务请求的预估处理时间时，处于工作时间段的辅助技术服务中心。
在一种可能的实现方式中，由于不同时区的语言可能不同，所以为了更好地为用户提供技术服务，需要确定用户是否接受预设语言的技术服务，从而可以从使用预设语言提供用户服务的技术服务中心中确定出目标技术服务中心。用户服务请求中可以包括用于表示进行技术服务所使用的语言的服务语言信息，所述方法还包括：
S301-1、从多个设置于不同时区的技术服务中心，确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段、且使用过服务语言信息所表示的语言的辅助技术服务中心。
上述步骤S3011-S3013、S301-1和前述步骤S1021-S1023、S102a相似，此处不做过多赘述。
对应于前述用户服务请求分配方法，本申请还提供了一种用户服务请求分配装置，应用于工单管理端，如图4所示，所述装置包括：
第一确定模块401，用于确定待分配的用户服务请求的预估处理时间；
第二确定模块402，用于从多个设置于不同时区的技术服务中心，确定在所述预估处理时间时处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；
分配模块403，用于将所述用户服务请求分配至所述目标技术服务中心进行处理。
在一种可能的实现方式中，所述用户服务请求包括服务语言信息；所述第二确定模块，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：
判断发起所述用户服务请求的本地时区的技术服务中心在所述预估处理时间时是否处于工作时间段；
若是，则将处于所述本地时区的技术服务中心确定为目标技术服务中心；
若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在所述预估处理时间时处于工作时间段的目标技术服务中心；
和/或，
从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段且使用所述服务语言信息所表示的语言的目标技术服务中心。
在一种可能的实现方式中，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；
和/或，
所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；
和/或，
任一时刻至少一个所述技术服务中心处于工作时间段。
对应于前述用户服务请求分配方法，本申请还提供了一种用户服务请求分配装置，应用于目标技术服务中心，所述目标技术服务中心为多个设置于不同时区的技术服务中心中在用户服务请求的预估处理时间时处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内，如图5所示，所述装置包括：
获取模块501，用于获取用户服务请求；
处理模块502，用于在预估处理时间处理用户服务请求。
在一种可能的实现方式中，所述装置还包括第三确定模块，用于在所述用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在该需要转移的用户服务请求的预估处理间时处于工作时间段技术服务中心；
将所述用户服务请求转移至所述辅助技术服务中心进行处理；
所述第三确定模块确定辅助技术服务中心，包括：
判断需要转移的所述用户服务请求的本地时区的技术服务中心在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段；
若是，则将处于所述本地时区的技术服务中心确定为辅助技术服务中心；
若否，则从除所述本地时区以外的其他时区的技术服务中心中，确定在该需要转移的用户服务请求的预估处理时间时，处于工作时间段的辅助技术服务中心；
和/或，
所述用户服务请求包括服务语言信息，所述第三确定模块确定辅助技术服务中心，包括：
从多个设置于不同时区的技术服务中心，确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段、且使用所述服务语言信息所表示的语言的辅助技术服务中心；
和/或，
所述用户服务请求需要转移的情况，包括三种情况中的一种或多种：所述目标技术服务中心无法在工作时间段内完成所述用户服务请求、存在优先级高于所述目标技术服务中心，且处于工作时间段的技术服务中心、所述目标技术服务中心所处地区发生预设异常事件。
在一种可能的实现方式中，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；
和/或，
所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；
和/或，
任一时刻至少一个所述技术服务中心处于工作时间段。
本申请实施例还提供了一种用户服务请求分配系统，包括前述工单管理端和目标技术服务中心。可见，本申请实施例中，通过工单管理端确定待分配的用户服务请求的预估处理时间；然后从多个设置于不同时区的技术服务中心确定在预估处理时间时处于工作时间的目标技术服务中心，每个技术服务中心的工作时间在技术服务中心所属时区的预设时间段内；最后将用户服务请求分配至所述目标技术服务中心进行处理。通过设置于不同时区的多个技术服务中心协同服务用户，从而为用户提供多个时段的人工技术服务，相较于传统的机器人服务仅能完成简单的服务，本申请中的技术服务中心可以在多个时段内为用户提供更专业人工技术服务，提升了服务质量和服务请求的解决效率。
为了更清楚的对本发明实施例提供的用户服务请求分配方法、装置以及用户请求分配系统进行说明，下面将结合具体的应用场景进行示例性说明，参见图6，图6所示为本发明实施例提供的用户服务请求分配系统的总体架构示意图。
该系统中包括客户门户、工单管理端、技术服务人员以及话务系统。
用户通过用户终端访问客户门户从而接入该系统，客户门户对访问的用户终端进行客户鉴权，以确定该用户终端所属用户是否具备访问客户门户的权限，若该用户终端所属用户不具备该权限，则客户门户拒绝该用户终端的访问。若该用户终端所属用户具备该权限，则客户门户允许该用户终端的访问。
成功访问客户门户后，用户终端能够通过客户门户提交用户服务请求，并且还可以选择用户服务的方式，用户服务的方式包括但不限于：提供用户服务时技术服务人员所使用的语言、提供用户服务的渠道等。并且用户终端还可以通过客户门户查询用户服务请求的处理进度。当用户服务请求处理完成后，客户门户向用户终端发送用于调查用户满意度的调查问卷，从而收集用户对技术服务中心提供的用户服务的满意度评价。
并且客户门户采集用户所处国家、用户填写的表单，表单可以包括：用户姓名、问题等级、用户邮箱、问题描述、用户预留回拨号码等信息，并采集到的这些信息以及用户选择的服务方式和用户发起的用户服务请求的编号发送至工单管理端。
工单管理端用于对用户服务请求进行管理和存档，并为用户发起的用户服务请求确定目标技术服务中心，以将该用户服务请求分配至目标技术服务中心的技术服务人员进行处理。关于工单管理端如何确定目标技术服务中心，可以参加前述S102的相关描述，在此不再赘述。
工单管理端还可以对各用户服务请求的处理效率进行管理，以向客户门户实时推送各用户服务请求的处理进度，从而使得用户终端能够通过客户门户查询用户服务请求的处理进度。并且，基于 客户门户收集到的满意度评价，工单管理端还可以对满意度进行管理，以供技术服务人员提高所提供的技术服务的服务质量。该示例中，客户门户与工单管理端对接过程如图7所示，具体过程和前述图6所示的过程相同，在此不再赘述。
目标技术服务中心的技术服务人员可以通过技术服务人员的终端(下文称员工终端)接入该系统，并分配至目标技术服务中心的用户服务请求进行签收，并通过客户门户收集的用户预留回拨号码与用户取得联系，从而为用户提供及用户服务，并在完成用户服务请求后关闭该用户服务请求。技术服务人员可以通过员工终端更新用户服务请求的处理进度，以使得工单管理端根据技术服务人员更新的处理进度对处理效率进行管理。并且技术服务人员还可以进行用户服务请求转移，关于用户服务请求转移的方式可以参见前述图3-1图3-2的相关说明，在此不再赘述。
话务系统用于辅助技术服务人员处理用户服务请求，在该示例中，话务系统提供有坐席通话录音功能，并且支持技术服务人员使用自己的移动终端回拨用户电话并录音。
该示例中，一个用户服务请求从发起到结束的流程如图8所示，首先用户在客户门户发起用户服务请求，客户门户将用户服务请求传递至工单管理端，工单管理端确定目标技术服务中心以实现用户服务请求的自动分配。目标技术服务中心的技术服务人员签收分配至目标技术服务中心的用户服务请求，并进行处理。
本申请实施例还提供了一种电子设备，如图9所示，包括处理器901和存储器902，其中，存储器902，用于存放计算机程序；处理器901，用于执行存储器902上所存放的程序时，实现上述任一用户服务请求分配方法的步骤。
若该电子设备作为工单管理端，则实现如下步骤：
确定待分配的用户服务请求的预估处理时间；
从多个设置于不同时区的技术服务中心，确定在所述预估处理时间时，处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；
将所述用户服务请求分配至所述目标技术服务中心进行处理。
若该电子设备作为目标技术服务中心，则实现如下步骤：
所述目标技术服务中心为多个设置于不同时区的技术服务中心中，在用户服务请求的预估处理时间时，处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；所述方法包括：
获取所述用户服务请求；
在所述预估处理时间处理所述用户服务请求。
上述电子设备提到的存储器可以包括随机存取存储器(Random Access Memory，RAM)，也可以包括非易失性存储器(Non-Volatile Memory，NVM)，例如至少一个磁盘存储器。可选的，存储器还可以是至少一个位于远离前述处理器的存储装置。
上述的处理器可以是通用处理器，包括中央处理器(Central Processing Unit，CPU)、网络处理器(Network Processor，NP)等；还可以是数字信号处理器(Digital Signal Processor，DSP)、专用 集成电路(Application Specific Integrated Circuit，ASIC)、现场可编程门阵列(Field-Programmable Gate Array，FPGA)或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件。
在本申请提供的又一实施例中，还提供了一种计算机可读存储介质，该计算机可读存储介质内存储有计算机程序，所述计算机程序被处理器执行时实现上述任一用户服务请求分配方法的步骤。
在本申请提供的又一实施例中，还提供了一种包含指令的计算机程序产品，当其在计算机上运行时，使得计算机执行上述实施例中任一用户服务请求分配方法。
在上述实施例中，可以全部或部分地通过软件、硬件、固件或者其任意组合来实现。当使用软件实现时，可以全部或部分地以计算机程序产品的形式实现。所述计算机程序产品包括一个或多个计算机指令。在计算机上加载和执行所述计算机程序指令时，全部或部分地产生按照本发明实施例所述的流程或功能。所述计算机可以是通用计算机、专用计算机、计算机网络、或者其他可编程装置。所述计算机指令可以存储在计算机可读存储介质中，或者从一个计算机可读存储介质向另一个计算机可读存储介质传输，例如，所述计算机指令可以从一个网站站点、计算机、服务器或数据中心通过有线(例如同轴电缆、光纤、数字用户线(DSL))或无线(例如红外、无线、微波等)方式向另一个网站站点、计算机、服务器或数据中心进行传输。所述计算机可读存储介质可以是计算机能够存取的任何可用介质或者是包含一个或多个可用介质集成的服务器、数据中心等数据存储设备。所述可用介质可以是磁性介质，(例如，软盘、硬盘、磁带)、光介质(例如，DVD)等。
需要说明的是，在本文中，诸如第一和第二等之类的关系术语仅仅用来将一个实体或者操作与另一个实体或操作区分开来，而不一定要求或者暗示这些实体或操作之间存在任何这种实际的关系或者顺序。而且，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者设备不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者设备所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括所述要素的过程、方法、物品或者设备中还存在另外的相同要素。
本说明书中的各个实施例均采用相关的方式描述，各个实施例之间相同相似的部分互相参见即可，每个实施例重点说明的都是与其他实施例的不同之处。尤其，对于装置、系统、电子设备及计算机程序产品的实施例而言，由于其基本相似于方法实施例，所以描述的比较简单，相关之处参见方法实施例的部分说明即可。
以上所述仅为本发明的较佳实施例，并非用于限定本发明的保护范围。凡在本发明的精神和原则之内所作的任何修改、等同替换、改进等，均包含在本发明的保护范围内。

Claims (17)

  1. 一种用户服务请求分配方法，其特征在于，应用于工单管理端，所述方法包括：
    确定待分配的用户服务请求的预估处理时间；
    从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；
    将所述用户服务请求分配至所述目标技术服务中心进行处理。
  2. 根据权利要求1所述的方法，其特征在于，任一时刻至少一个所述技术服务中心处于工作时间段；
    和/或，
    所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段。
  3. 根据权利要求1所述的方法，其特征在于，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：
    判断发起所述用户服务请求的本地时区的技术服务中心在所述预估处理时间时是否处于工作时间段；
    若是，则将处于所述本地时区的技术服务中心确定为目标技术服务中心；
    若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在所述预估处理时间时处于工作时间段的目标技术服务中心。
  4. 根据权利要求1或3所述的方法，其特征在于，所述用户服务请求包括服务语言信息；
    所述从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：
    从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段且使用所述服务语言信息所表示的语言的目标技术服务中心。
  5. 根据权利要求1所述的方法，其特征在于，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时。
  6. 一种用户服务请求分配方法，应用于目标技术服务中心，所述目标技术服务中心为多个设置于不同时区的技术服务中心中在用户服务请求的预估处理时间时处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；所述方法包括：
    获取所述用户服务请求；
    在所述预估处理时间处理所述用户服务请求。
  7. 根据权利要求6所述的方法，其特征在于，所述方法还包括：
    在所述用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在 该需要转移的用户服务请求的预估处理时间时处于工作时间段的技术服务中心；
    将所述用户服务请求转移至所述辅助技术服务中心进行处理。
  8. 根据权利要求7所述的方法，其特征在于，所述确定辅助技术服务中心，包括：
    判断需要转移的所述用户服务请求的本地时区的技术服务中心在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段；
    若是，则将处于所述本地时区的技术服务中心确定为辅助技术服务中心；
    若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段的辅助技术服务中心；
    和/或，
    所述用户服务请求包括服务语言信息，所述确定辅助技术服务中心，包括：
    从多个设置于不同时区的技术服务中心确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段且使用过所述服务语言信息所表示的语言的辅助技术服务中心；
    和/或，
    所述用户服务请求需要转移的情况，包括以下三种情况中的一种或多种：所述目标技术服务中心无法在工作时间段内完成所述用户服务请求、存在优先级高于所述目标技术服务中心且处于工作时间段的技术服务中心、所述目标技术服务中心所处地区发生预设异常事件。
  9. 根据权利要求6所述的方法，其特征在于，所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；
    和/或，
    所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；
    和/或，
    任一时刻至少一个所述技术服务中心处于工作时间段。
  10. 一种用户服务请求分配装置，其特征在于，应用于工单管理端，所述装置包括：
    第一确定模块，用于确定待分配的用户服务请求的预估处理时间；
    第二确定模块，用于从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；
    分配模块，用于将所述用户服务请求分配至所述目标技术服务中心进行处理。
  11. 根据权利要求10所述的装置，其特征在于，所述用户服务请求包括服务语言信息；所述第二确定模块，从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段的目标技术服务中心，包括：
    判断发起所述用户服务请求的本地时区的技术服务中心在所述预估处理时间时是否处于工作 时间段；
    若是，则将处于所述本地时区的技术服务中心确定为目标技术服务中心；
    若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在所述预估处理时间时处于工作时间段的目标技术服务中心；
    和/或，
    从多个设置于不同时区的技术服务中心确定在所述预估处理时间时处于工作时间段且使用所述服务语言信息所表示的语言的目标技术服务中心；
    所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；
    和/或，
    所述预估处理时间为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；
    和/或，
    任一时刻至少一个所述技术服务中心处于工作时间段。
  12. 一种用户服务请求分配装置，其特征在于，应用于目标技术服务中心，所述目标技术服务中心为多个设置于不同时区的技术服务中心中在用户服务请求的预估处理时间时处于工作时间段的技术服务中心，每个所述技术服务中心的工作时间段在所述技术服务中心所属时区的预设时间段内；所述装置包括：
    获取模块，用于获取所述用户服务请求；
    处理模块，用于在所述预估处理时间处理所述用户服务请求。
  13. 根据权利要求12所述的装置，其特征在于，所述装置还包括第三确定模块，用于在所述用户服务请求需要转移的情况下，确定辅助技术服务中心，所述辅助技术服务中心为在该需要转移的用户服务请求的预估处理间时处于工作时间段技术服务中心；
    将所述用户服务请求转移至所述辅助技术服务中心进行处理；
    所述第三确定模块确定辅助技术服务中心，包括：
    判断需要转移的所述用户服务请求的本地时区的技术服务中心在该需要转移的用户服务请求的预估处理时间时是否处于工作时间段；
    若是，则将处于所述本地时区的技术服务中心确定为辅助技术服务中心；
    若否，则从除所述本地时区以外的其他时区的技术服务中心中确定在该需要转移的用户服务请求的预估处理时间时处于工作时间段的辅助技术服务中心；
    和/或，
    所述用户服务请求包括服务语言信息，所述第三确定模块确定辅助技术服务中心，包括：
    从多个设置于不同时区的技术服务中心确定在该需要转移的用户服务请求的预估处理时间时 处于工作时间段且使用过所述服务语言信息所表示的语言的辅助技术服务中心；
    和/或，
    所述用户服务请求需要转移的情况，包括以下三种情况中的一种或多种：所述目标技术服务中心无法在工作时间段内完成所述用户服务请求、存在优先级高于所述目标技术服务中心且处于工作时间段的技术服务中心、所述目标技术服务中心所处地区发生预设异常事件；
    所述多个设置于不同时区的技术服务中心包括三个全球技术服务中心，任意两个全球技术服务中心所处时区之间的时差等于8小时；
    和/或，
    所述预估处理时间为为所述工单管理端预估目标技术服务中心开始处理所述用户服务请求的时刻，或者，所述预估处理时间为工单管理端预估目标技术服务中心开始处理所述用户服务请求至完成处理的时段；
    和/或，
    任一时刻至少一个所述技术服务中心处于工作时间段。
  14. 一种电子设备，其特征在于，包括处理器、和存储器，其中，存储器，用于存放计算机程序；
    处理器，用于执行存储器上所存放的程序时，实现权利要求1-5或6-9任一所述的方法步骤。
  15. 一种用户服务请求分配系统，其特征在于，所述系统包括如用于实现权利要求1-5任一所述的方法步骤的工单管理端和用于实现权利要求6-9任一所述的方法步骤的目标技术服务中心。
  16. 一种计算机程序，包括计算机可读代码，其特征在于，当所述计算机可读代码在电子设备中的处理器上运行时，所述处理器执行用于实现权利要求1-5或6-9任一所述的方法步骤。
  17. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有计算机程序，所述计算机程序被处理器执行时实现权利要求1-5或6-9任一所述的方法步骤。
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