Multi-channel data integration interaction method and device, equipment and storage medium

Abstract

The invention provides a multi-channel data integration interaction method and device, equipment and a storage medium, and the method comprises the steps: allocating a channel identification and a data transmission interface to a corresponding channel and an entrance according to different user access channels and access interfaces, defining a data transmission protocol, and querying a historicaldata table according to the user identification of a current user; the system server pushing the customer service data request and the historical data table to a seat through a corresponding data transmission interface according to the data transmission protocol; the system processing the returned data information processed by the agent according to the data transmission protocol; sending into a system server, then, according to a data sending channel identifier and a data transmission interface, returning the returned data information to realize integration and interaction of multi-channel orinterface data on a unified platform, so that the service response efficiency of multi-channel data request access and the data integration and interaction quality are remarkably improved, and the labor cost and time cost of data access are reduced.

Description

technical field [0001] The present invention relates to the technical field of data collection and data processing of communication equipment, in particular to a multi-channel data integration and interaction method and device, device and storage medium. Background technique [0002] With the innovation of data access technology, users will request and interact with data and information through various methods and channels. This requires existing technologies to ensure the response speed of a large number of frequent multi-channel data requests while ensuring multi-channel The rate at which requested information is returned. [0003] For example, in a customer service request access method based on the prior art, users can send user requests to the customer service system through various channels including handheld mobile terminals, WeChat terminals, web pages, and traditional communication terminals. A common processing method is to establish a plurality of corresponding c...

AI Technical Summary

Problems solved by technology

[0005] 1) During the actual data interaction process, the amount and frequency of use of different customer service platforms are also correspondingly different, and the corresponding busyness and response speed of the customer service system are also correspondingly different. For example, with the popularization of smart terminals, Users more often use mobile clients such as app service clients or WeChat communication clients to request customer service data access, while traditional web page access or fixed-line access data access requests are significantly reduced compared to mobile clients. Therefore, On the one hand, the response rate of the customer service system corresponding to the mobile client is greatly affected due to frequent and massive visits, and it is often in a busy waiting state for visits, a large number of user requests are suspended, and the user experience is low; on the other hand, docking with traditional Due to the low number of visits to customer service resources for webpage access and fixed-line access, a large number of customer service personnel are idle, resulting in a waste of customer service resources;

[0006] 2) The user may access the system multiple times at different time periods, and the customer service artificial seats pushed by the system according to the dispatch sequence may be different. In this way, the current sequential customer service artificial seats need to sort out the current user requests, and also need to sort out the user's requests. Looking back at the request content in the past, it is not difficult to see that in this way, the efficiency and quality of request response are not good;

[0007] 3) As a derivative of the second problem, the user may use different access methods after the first access, that is, the same user may use different access channels to send data requests to customer service, based on the aforementioned existing The data interaction method under the technology is difficult to respond to this request. To solve this problem, an improvement solution under the existing technology is to add a user ID to the customer service system, and create an access record based on the unique ID of the user. When the user When accessing again, the system calls the access record list. However, due to the inconvenience of historical data calling and cross-platform data calling, the above-mentioned improvement scheme can barely solve the situation that the user accesses the same way every time, but for the common situation in practice , that is, the problem that users may access in different ways each time is still difficult to adapt to

[0008] In view of this, the existing technology should be improved to solve the technical problems that the efficiency and quality of the existing customer service data access request response are not high, and the customer service dispatch process push affects the efficiency and quality of customer service data response

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