User request processing method and system

Abstract

Disclosed are a user request processing method and system. The method comprises steps of: receiving user request information sent by a client; creating a request processing task according to the user request information, and assigning the request processing task to a processing terminal; creating a session corresponding to the request processing task; receiving information input by the client and associated with the session and forwarding the information to the processing terminal, receiving a message input by the processing terminal and associated with the session and forwarding the message to the client, and at the same time storing the information associated with the session, so that a user and a customer service staff can communicate with each other in time, thereby improving a response speed of a customer service system, and further improving the user experience when the user feeds back information.

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 ...

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