Method and system for processing user request

Abstract

The invention discloses a method and system for processing a user request. The method comprises the following steps of: receiving user request information sent by a user side; creating a request processing task according to the user request information, and allocating the request processing task to a processing terminal; creating a session corresponding to the request processing task; and receiving session-related information input by the user side and forwarding the session-related information to the processing terminal, receiving session-related information input by the processing terminal and forwarding the session-related information to the user side, and meanwhile, storing the session-related information. According to the method and the system, users and customer service staff can be in instant communication, so that the response rate of a customer service system is increased, and then, the user experience effect of the users during information feedback is improved.

Description

technical field

[0001] The invention relates to the field of computer technology, in particular to a user request processing method and system. Background technique

[0002] With the development of the Internet, merchants are more and more aware of the importance of customer service, especially in the fields of e-commerce and online games, the status and role of customer service are becoming more and more obvious, and the customer service system has also emerged as the times require.

[0003] At present, a common customer service system in the industry is a form-based customer service system (FCSS, Form-based Customer Service System). Users use forms to submit customer service information, and customer service personnel use forms to answer questions. Among them, FCSS will formulate the required fields, arrange them according to certain rules, and present them to users in the form of forms through multimedia devices. The user fills in the customer service information in the ...

Examples

Embodiment Construction

[0021] Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided for more thorough understanding of the present disclosure and to fully convey the scope of the present disclosure to those skilled in the art.

[0022] figure 1 A schematic diagram of a user request processing system 100 according to an embodiment of the present invention is schematically shown. Such as figure 1 As shown, the user request processing system includes: a front-end module 122 arranged in each client 12, a background module 142 arranged in each processing terminal 14, and a processing server arranged between the client 12 and the processing terminal 14 16.

...

technical field

[0001] The invention relates to the field of computer technology, in particular to a user request processing method and system. Background technique

[0002] With the development of the Internet, merchants are more and more aware of the importance of customer service, especially in the fields of e-commerce and online games, the status and role of customer service are becoming more and more obvious, and the customer service system has also emerged as the times require.

[0003] At present, a common customer service system in the industry is a form-based customer service system (FCSS, Form-based Customer Service System). Users use forms to submit customer service information, and customer service personnel use forms to answer questions. Among them, FCSS will formulate the required fields, arrange them according to certain rules, and present them to users in the form of forms through multimedia devices. The user fills in the customer service information in the ...

Examples

Embodiment Construction

[0021] Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided for more thorough understanding of the present disclosure and to fully convey the scope of the present disclosure to those skilled in the art.

[0022] figure 1 A schematic diagram of a user request processing system 100 according to an embodiment of the present invention is schematically shown. Such as figure 1 As shown, the user request processing system includes: a front-end module 122 arranged in each client 12, a background module 142 arranged in each processing terminal 14, and a processing server arranged between the client 12 and the processing terminal 14 16.

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