Session service processing method and device

A technology for business processing and session establishment, applied in the network field, can solve the problems of reducing website user retention rate, visitor loss, limited customer service personnel, etc., and achieve the effect of improving user retention rate and reducing the degree of disgust

Active Publication Date: 2021-04-06
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Compared with the number of website visitors, the customer service personnel in the online customer service system are very limited. Therefore, when each customer service personnel has a conversation with a visitor, there will still be a large number of visitor needs that are ignored. Once the visitor's waiting time is over If it is long, it may cause the loss of visitors and reduce the user retention rate of the website. Therefore, there is an urgent need for a session business processing method to avoid visitor loss

Method used

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  • Session service processing method and device
  • Session service processing method and device
  • Session service processing method and device

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Embodiment Construction

[0024] In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0025] figure 1 It is a schematic structural diagram of an implementation scenario provided by an embodiment of the present invention. see figure 1 , the implementation scenario may include a portal server 101, a customer service server 102, a plurality of customer service terminals 103, a user information database 104A, a historical session information database 104B, an operation information database 104C, a preferential information database 105, and a user terminal 106.

[0026] Wherein, the portal server 101 can be used to provide website information for users to browse. For example, the portal website may be a shopping website or a financial website or the like. The portal server 101 can have a connection relationship with the c...

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Abstract

The invention discloses a session service processing method and device, belonging to the field of network technology. The method includes: when receiving a session access request from a first user, establishing a session; obtaining a waiting characteristic value of the first user during the session; In the corresponding relationship between the information and the waiting feature value, the corresponding preferential information is obtained; during the session, the preferential information is sent to the first user. The present invention converts the user's waiting time into a discount by acquiring the waiting feature value that the user uses to wait for the customer service reply during the conversation process, and associates the acquired waiting feature value with the preferential information, thereby reducing the user's concern for the waiting process. The degree of disgust and improve the user retention rate of the website.

Description

technical field [0001] The invention relates to the field of network technology, in particular to a method and device for processing session services. Background technique [0002] With the development of network technology, more and more websites provide online customer service systems in order to meet users' needs for website information. Online customer service system is a general term for web-based instant messaging applications. Compared with other instant messaging applications, such as QQ, MSN, etc., it realizes the seamless integration with the website and provides a platform for the website to communicate with visitors. For website visitors, they can communicate with customer service through the webpage without installing any software. session. [0003] Compared with the number of website visitors, the customer service personnel in the online customer service system are very limited. Therefore, when each customer service personnel has a conversation with a visitor...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L29/06
Inventor 俞敏杰
Owner TENCENT TECH (SHENZHEN) CO LTD
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