Customer service standardized operation program management system and method

Abstract

The invention provides a customer service standardized operation program management system and method, and relates to the technical field of intelligent customer service. The system comprises a standard operation program (SOP) generation module and an SOP execution module, the SOP generation module is used for generating and issuing one or more SOP flows according to a preset node library, each SOP flow comprises a plurality of nodes which are connected in sequence, and the nodes are used for realizing a service logic or a service operation. And the SOP execution module is used for determining a target SOP flow from the one or more SOP flows according to a customer service instruction input by the first user, and executing a plurality of target nodes corresponding to the target SOP flow so as to realize a customer service target corresponding to the target SOP flow. The system can provide an automatically executed SOP flow for the customer service staff, the customer service staff does not need to memorize or frequently look up the SOP document, non-standard operation is avoided, the customer service efficiency and quality are improved, and the customer experience is improved.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of intelligent customer service, and in particular to a customer service standard operating procedure management system and method. BACKGROUND

[0002] In the business scenario of customer service, a standard operating procedure (SOP) is a key tool for ensuring service quality and improving operation efficiency and consistency.

[0003] At present, a traditional SOP usually exists in the form of a paper document or an electronic document. Before a customer service personnel is on duty, the customer service personnel needs to be trained through an SOP document. The customer service personnel needs to memorize or frequently consult the SOP document and manually operate according to the process recorded in the SOP document to provide corresponding services for users.

[0004] However, when a complex SOP document or a novice customer service personnel is involved, the customer service personnel is prone to non-standard operation due to negligence or understanding deviation, thereby affecting service efficiency and quality and resulting in poor customer experience. SUMMARY

[0005] The present application provides a customer service standard operating procedure management system and method to solve the problem that when a complex SOP document or a novice customer service personnel is involved, the customer service personnel is prone to non-standard operation due to negligence or understanding deviation, thereby affecting service efficiency and quality and resulting in poor customer experience, and to achieve the purposes of improving customer service efficiency and quality and enhancing customer experience.

[0006] In a first aspect, the present application provides a customer service standard operating procedure management system, comprising: an SOP generation module and an SOP execution module; The SOP generation module is configured to generate and publish one or more SOP processes according to a preset node library; the SOP process comprises a plurality of nodes connected in sequence; the node is configured to implement a business logic or a business operation; and the SOP process is configured to implement a customer service business target. The SOP execution module is configured to determine a target SOP process from the one or more SOP processes according to a customer service instruction input by a first user, and execute a plurality of target nodes corresponding to the target SOP process to implement a customer service business target corresponding to the target SOP process.

[0007] In a possible design, the SOP execution module comprises: a customer service front-end interface, a process execution engine, and a node implementation module; the process execution engine is connected with the SOP generation module, and the customer service front-end interface, the process execution engine, and the node implementation module are connected in sequence. The customer service front-end interface is configured to receive a customer service instruction input by a first user, the customer service instruction being configured to indicate a target SOP process; The process execution engine is configured to select the target SOP process from one or more SOP processes according to the customer service instruction; The node implementation module is configured to provide implementation logic corresponding to each node in the preset node library; The process execution engine is further configured to execute the target SOP process by calling the implementation logic corresponding to each of the target nodes of the target SOP process in the node implementation module, so as to achieve a customer service business target corresponding to the target SOP process.

[0008] In a possible design, the SOP generation module includes a graphical configuration operation interface, a visual process arrangement module, and a process storage and release module; the graphical configuration operation interface, the visual process arrangement module, and the process storage and release module are sequentially connected. The graphical configuration operation interface is configured to receive one or more sets of process configuration information input by a second user, the process configuration information including node selection information, node connection information, and node parameter information; the node selection information is configured to indicate a node in the preset node library; the node connection information is configured to indicate a connection relationship between each two nodes; and the node parameter information is configured to configure parameters corresponding to each node. The visual process arrangement module is configured to generate a corresponding SOP initial process based on each set of process configuration information, to obtain one or more SOP initial processes, the data storage form of the SOP initial process being unstructured data. The process storage and release module is configured to store the one or more SOP initial processes, perform structured processing on the one or more SOP initial processes respectively, to obtain one or more SOP processes, and release the one or more SOP processes in a process database, so that the SOP execution module can execute the SOP processes; the SOP processes are stored in the process database in the form of structured data.

[0009] In a possible design, the SOP generation module further includes a business tag binding module; the business tag binding module is connected with the graphical configuration operation interface and the process storage and release module respectively. The graphical configuration operation interface is further configured to receive label binding information corresponding to the one or more SOP processes respectively and input by a second user; the label binding information is configured to indicate one or more business labels. The business tag binding module is configured to bind, for an SOP process, one or more business tags indicated in corresponding tag binding information of the SOP process.

[0010] In a possible design, the SOP execution module includes a customer service front-end interface, a process execution engine, and a node implementation module; the process execution engine is connected with the SOP generation module, and the customer service front-end interface, the process execution engine, and the node implementation module are connected in sequence. The customer service front-end interface is configured to receive a customer service instruction input by a first user, where the customer service instruction is used to indicate a target business tag. The process execution engine is configured to select, according to the customer service instruction, a target SOP process corresponding to the target business tag from one or more SOP processes. The node implementation module is configured to provide implementation logic corresponding to each node in the preset node library. The process execution engine is further configured to execute the target SOP process by invoking implementation logic corresponding to a plurality of target nodes of the target SOP process in the node implementation module respectively, so as to achieve a customer service business target corresponding to the target SOP process.

[0011] In a possible design, the system further includes a log module; the log module is connected with the SOP generation module and the SOP execution module respectively. The log module is configured to generate and store a first log file in a process in which the SOP generation module generates and publishes one or more SOP processes according to the preset node library, and generate and store a second log file in a process in which the SOP execution module executes a plurality of target nodes of the target SOP process.

[0012] In a possible design, the types of the nodes in the preset node library include at least one of the following: A basic conversation node is configured to provide a customer service communication script for a first user, and receive a selection instruction of the first user, where the selection instruction is used to indicate a next executed node. A service node is configured to invoke an external service. A judgment node is configured to perform logical judgment to determine a next executed node. A link node is configured to receive a jump instruction input by a first user and jump to a third-party page, a form, or list information. a list selection node; the list selection node is configured to provide a clickable list to the first user and receive a click instruction input by the first user; the list includes a plurality of list items, and the click instruction is configured to indicate a target list item; a skill jump node; the skill jump node is configured to save a variable value of a currently executed SOP flow and jump to a preconfigured other SOP flow with the variable value; a service node group; the service node group is configured to call a plurality of external services in parallel through a thread pool; an SOP node; the SOP node is configured to provide a customer service exchange script to the first user and bring a business tag into a summary sheet.

[0013] In a possible design, the business tag is used to describe at least one attribute of a business type, a problem scenario, a business object, or a business urgency of the customer service business target corresponding to the SOP flow.

[0014] In a possible design, the system further includes a node updating module; the node updating module is connected to the node implementation module. The node updating module is configured to receive an update instruction input by a second user, the update instruction is configured to indicate a new implementation logic of a to-be-updated node in the preset node library, and the node updating module is configured to update the implementation logic of the to-be-updated node according to the update instruction.

[0015] According to the system provided in the first aspect, the SOP generation module generates and publishes one or more SOP flows according to the preset node library; the SOP execution module determines a target SOP flow from the one or more SOP flows according to a customer service instruction input by the first user, and executes a plurality of target nodes corresponding to the target SOP flow, so as to achieve a customer service business target corresponding to the target SOP flow. Therefore, the customer service only needs to input the customer service instruction, and the system can provide the corresponding SOP flow that can be automatically executed for the customer service. The customer service does not need to memorize or frequently consult SOP documents to provide business services for customers, thereby avoiding non-standard operation due to negligence or understanding deviation, improving the efficiency and quality of customer service, and improving customer experience.

[0016] In the second aspect, the present application provides a customer service standardization operation procedure management method, including: generating and publishing one or more SOP flows according to a preset node library; the SOP flow includes a plurality of nodes connected in sequence; the node is configured to implement a business logic or a business operation; and the SOP flow is configured to implement a customer service business target; determine a target SOP procedure from the one or more SOP procedures according to the customer service instruction input by the first user, and execute a plurality of target nodes corresponding to the target SOP procedure to achieve a customer service business target corresponding to the target SOP procedure.

[0017] In a possible design, the method further includes: receive a customer service instruction input by a first user, the customer service instruction being used to indicate a target SOP procedure; select the target SOP procedure from one or more SOP procedures according to the customer service instruction; execute the target SOP procedure by invoking implementation logic corresponding to a plurality of target nodes corresponding to the target SOP procedure in a node implementation module, to achieve a customer service business target corresponding to the target SOP procedure; the node implementation module is used to provide implementation logic corresponding to each node in the preset node library.

[0018] In a possible design, the method further includes: receive one or more sets of procedure configuration information input by a second user, the procedure configuration information including node selection information, node connection information, and node parameter information; the node selection information is used to indicate a node in the preset node library; the node connection information is used to indicate a connection relationship between each two nodes; and the node parameter information is used to configure parameters corresponding to each node; generate a corresponding SOP initial procedure based on each set of the procedure configuration information, to obtain one or more SOP initial procedures; the SOP initial procedure is in an unstructured data form; store the one or more SOP initial procedures, perform structured processing on the one or more SOP initial procedures respectively, to obtain one or more SOP procedures, and publish the one or more SOP procedures in a procedure database; the SOP procedure is stored in the procedure database in a structured data form.

[0019] In a possible design, the method further includes: receive label binding information corresponding to the one or more SOP procedures input by a second user; the label binding information is used to indicate one or more business labels; for an SOP procedure, bind one or more business labels indicated in the label binding information corresponding to the SOP procedure.

[0020] In a possible design, the generating and publishing one or more SOP flows according to the preset node library comprises the following steps. receiving a customer service instruction input by the first user, the customer service instruction being used to indicate a target business label; selecting a target SOP flow corresponding to the target business label from the one or more SOP flows according to the customer service instruction; executing the target SOP flow by invoking implementation logic corresponding to a plurality of target nodes corresponding to the target SOP flow in the node implementation module, to implement a customer service business target corresponding to the target SOP flow; the node implementation module is configured to provide implementation logic corresponding to each node in the preset node library.

[0021] In a possible design, the method further comprises the following steps. generating and storing a first log file in the process of generating and publishing one or more SOP flows according to the preset node library, and generating and storing a second log file in the process of executing the plurality of target nodes corresponding to the target SOP flow.

[0022] In a possible design, the types of the nodes in the preset node library comprise at least one of the following: a basic conversation node, the basic conversation node being configured to provide a customer service exchange script to the first user, and receive a selection instruction input by the first user, the selection instruction being used to indicate a next-executed node; a service node, the service node being configured to invoke an external service; a judgment node, the judgment node being configured to make a logical judgment to determine a next-executed node; a link node, the link node being configured to receive a jump instruction input by the first user and jump to a third-party page, a form or list information; a list selection node, the list selection node being configured to provide a selectable list to the first user, and receive a point selection instruction input by the first user; the list comprises a plurality of list items, and the point selection instruction is used to indicate a target list item; a skill jump node, the skill jump node being configured to save a variable value of a currently-executed SOP flow, and jump to a preconfigured other SOP flow by carrying the variable value; a service node group, the service node group being configured to invoke a plurality of external services in parallel through a thread pool; an SOP node, the SOP node being configured to provide a customer service exchange script to the first user, and bring a business label into a summary sheet.

[0023] In a possible design, the service label is used to describe at least one attribute of a service type, a problem scenario, a service object, or a service urgency level of a service business target corresponding to the SOP process.

[0024] In a possible design, the method further includes: receiving a second user input of an update instruction, the update instruction being used to indicate a new implementation logic of a to-be-updated node in the preset node library, and updating the implementation logic of the to-be-updated node according to the update instruction.

[0025] The method provided in the second aspect and the possible designs of the second aspect has the beneficial effects of the first aspect and the possible designs of the first aspect, which will not be repeated here.

[0026] In a third aspect, the present application provides an electronic device, including a first processor, the first processor implements the customer service standard operation procedure management method in the second aspect and any possible design of the second aspect when executing a computer executable program or instruction in a memory.

[0027] In a fourth aspect, the present application provides an electronic device, including at least one memory and at least one second processor, the memory stores a computer executable program or instruction, and the second processor implements the customer service standard operation procedure management method in the second aspect and any possible design of the second aspect when executing the computer executable program or instruction.

[0028] In a fifth aspect, the present application provides a computer readable storage medium, the computer readable storage medium stores a computer executable program or instruction, and the computer executable program or instruction is executed by a processor to implement the customer service standard operation procedure management method in the second aspect and any possible design of the second aspect.

[0029] In a sixth aspect, the present application provides a computer program product, including: execution instructions, the execution instructions are stored in a readable storage medium, at least one processor of an electronic device can read the execution instructions from the readable storage medium, and the at least one processor executes the execution instructions to make the electronic device implement the customer service standard operation procedure management method in the second aspect and any possible design of the second aspect.

[0030] The above description is only a summary of the technical solutions of the embodiments of the present application, in order to more clearly understand the technical means of the embodiments of the present application, the embodiments of the present application can be implemented according to the content of the description, and in order to make the above and other purposes, characteristics and advantages of the embodiments of the present application more obvious and easy to understand, the following specific embodiments of the present application are described. BRIEF DESCRIPTION OF DRAWINGS

[0031] Figure 1 A structure diagram of a customer service standard operation procedure management system provided by an embodiment of the present application Figure 1 .

[0032] Figure 2 A structure diagram of a SOP execution module provided by an embodiment of the present application

[0033] Figure 3 A structure diagram of a SOP generation module provided by an embodiment of the present application Figure 1 .

[0034] Figure 4 A structure diagram of a SOP generation module provided by an embodiment of the present application Figure 2 .

[0035] Figure 5 A structure diagram of a customer service standard operation procedure management system provided by an embodiment of the present application Figure 2 .

[0036] Figure 6 A structure diagram of a customer service standard operation procedure management system provided by an embodiment of the present application Figure 3 .

[0037] Figure 7 A flow chart of a customer service standard operation procedure management method provided by an embodiment of the present application

[0038] Figure 8 A method flow chart of a plurality of target nodes corresponding to an execution target SOP flow provided by an embodiment of the present application

[0039] Figure 9 A method flow chart of generating and publishing one or more SOP flows provided by an embodiment of the present application

[0040] Figure 10 A method flow chart of binding a business tag to an SOP flow provided by an embodiment of the present application

[0041] Figure 11 A structure diagram of an electronic device provided by an embodiment of the present application Figure 1 .

[0042] Figure 12 A structure diagram of an electronic device provided by an embodiment of the present application Figure 2 . DETAILED DESCRIPTION

[0043] In the present application, “at least one” means one or more, “multiple” means two or more. “And / or” describes the association relationship of the associated objects, which means that there can be three kinds of relationships, for example, A and / or B can represent: the existence of A alone, the existence of A and B at the same time, and the existence of B alone, where A and B can be singular or plural. The character “ / ” generally represents that the associated objects before and after are in an “or” relationship. “At least one of the following” or similar expressions means any combination of these items, including any combination of single or multiple items. For example, at least one of a, b or c alone can represent: a alone, b alone, c alone, combination of a and b, combination of a and c, combination of b and c, or combination of a, b and c, where a, b and c can be single or multiple. In addition, the terms “first”, “second” are only for descriptive purposes, and cannot be understood as indicating or implying relative importance.

[0044] The terms “center”, “longitudinal”, “transverse”, “upper”, “lower”, “left”, “right”, “front”, “back” and the like indicate the orientation or positional relationship based on the orientation or positional relationship shown in the drawings, and are only for the convenience of describing the present application and simplifying the description, and cannot be understood as indicating or implying that the devices or elements referred to must have a particular orientation, be constructed and operated in a particular orientation, and therefore cannot be understood as limiting the present application.

[0045] The terms “connected” and “connected” should be broadly understood, for example, the “connected” or “connected” of the circuit structure can mean not only physical connection, but also electrical connection or signal connection, for example, it can be directly connected, that is, physically connected, or indirectly connected through at least one intermediate element, as long as the circuit is connected, it can also be the internal connection of two elements; In addition to signal connection through the circuit, signal connection through media medium, such as radio waves, can also be referred to. For those skilled in the art, the specific meaning of the above terms in the present application can be understood according to the specific circumstances.

[0046] Exemplarily, the application provides a customer service standard operation procedure management system and method. The system generates and publishes one or more SOP processes according to a preset node library through an SOP generation module; the system determines a target SOP process from the one or more SOP processes according to a customer service instruction input by a first user, and executes a plurality of target nodes corresponding to the target SOP process, so as to achieve a customer service business target corresponding to the target SOP process. Thus, the customer service personnel only need to input a customer service instruction, and the system can provide the corresponding SOP process which can be automatically executed. The customer service personnel do not need to memorize or frequently consult SOP documents to provide business services for customers, so as to avoid non-standard operation due to negligence or understanding deviation, improve the efficiency and quality of customer service, and improve customer experience.

[0047] In the following, the embodiments of the application will be described in combination with Figures 1 to 6 The customer service standard operation procedure management system provided by the application will be described in detail.

[0048] Please refer to Figure 1 , Figure 1 The structure of a customer service standard operation procedure management system provided by an embodiment of the application is shown in Figure 1 . As shown in the figure, the system includes an SOP generation module 10 and an SOP execution module 20. Figure 1 The SOP generation module 10 is configured to generate and publish one or more SOP processes according to a preset node library.

[0049] The SOP execution module 20 is configured to determine a target SOP process from the one or more SOP processes according to a customer service instruction input by a first user, and execute a plurality of target nodes corresponding to the target SOP process, so as to achieve a customer service business target corresponding to the target SOP process.

[0050] The first user can be a customer service personnel.

[0051] The preset node library includes a plurality of different types of nodes developed in advance, and each node can achieve different business logic or business operation.

[0052] In some examples, the types of nodes in the preset node library include at least one of the following:

[0053] In some examples, the types of nodes in the preset node library include at least one of the following:The basic conversation node is used to provide the first user with customer service communication scripts, and receive the selection instruction of the first user, which is used to indicate the next node to be executed. The basic conversation node can be used to guide and regulate the communication content between the first user and the customer, to ensure the standardization and professionalization of customer service. The basic conversation node can also be used to receive the selection instruction of the first user, and different selection instructions are connected with different nodes, so as to jump to the next node to be executed according to the selection instruction when the execution of the basic conversation node is completed. The communication script is a configurable parameter of the node. For example, when the basic conversation node is executed, "Hello, I am querying your order, please wait a moment" is displayed.

[0054] The service node is used to call external services. The service node can be used to directly display the interface, content and other information of the external service to the first user, so as to realize the automation of the SOP process and improve the efficiency and accuracy of customer service without manual query of the first user. The external service is a configurable parameter. For example, when the service node is executed, the external query system is called to query data.

[0055] The judgment node is used to make logical judgment to determine the next node to be executed. The judgment node enables the SOP process to enter different branch nodes under different conditions according to the judgment condition, so as to realize the automation of the SOP process. The judgment condition is a configurable parameter. For example, when the judgment node is executed, the order amount of the customer is judged. First, the order amount of the current customer is queried. When the order amount is greater than the preset threshold, the next node connected with the branch of "order amount greater than the preset threshold" is executed.

[0056] The link node is used to receive the jump instruction input by the first user and jump to the third-party page, form or list information. The link node can directly access the third-party page, form or list information into the SOP process, without the need for the operator to select the target to be jumped according to the specific situation, so as to ensure that the first user can conveniently and quickly use the third-party page, form or list information to provide services for the customer. The third-party page, form or list information is a configurable parameter. The list information includes multiple pieces of business information stored in the form of a table, which can be displayed to the first user for selection or reference. For example, when the link node is executed, the first user is displayed with the entry link of the "inventory page", or directly jumps to the "inventory page".

[0057] List selection node; the list selection node is used to provide a clickable list to the first user, and receives the click instruction input by the first user; the list includes a plurality of list items, and the click instruction is used to indicate a target list item; the list selection node can provide a plurality of different options to the first user, and each different list item can be connected to a different node, and by the click instruction of the first user, different branch nodes can be automatically entered, thereby improving operation efficiency and accuracy. Among them, the list items in the list are configurable parameters. For example, when the list selection node is executed, a question list is displayed to the first user, the question list includes "out of stock", "damaged goods" and "no receipt of goods", the click instruction of the first user is received, the click instruction indicates "out of stock", and the branch node corresponding to "out of stock" is jumped to.

[0058] Skill jump node; the skill jump node is used to save the variable value of the currently executed SOP flow, and jump to a pre-configured other SOP flow with the variable value; the skill jump node can realize jumping to other SOP flows with the variable value of the current SOP flow, and realize jumping between complex businesses, thereby improving operation efficiency and accuracy. Among them, the other SOP flow is a configurable parameter. For example, when the skill jump node is executed, the SOP flow for verifying the identity of the user is jumped to.

[0059] Service node group; the service node group is used to call a plurality of external services in parallel through a thread pool; the service node group can realize parallel calling of a plurality of external services without serial waiting, thereby improving the efficiency of customer service. Among them, the plurality of external services are configurable parameters. For example, when the service node group is executed, "user information", "recent order" and "complaint history" are simultaneously displayed to the first user.

[0060] SOP node; the SOP node is used to provide a customer service exchange script to the first user, and bring the business tag into the summary sheet. The customer service exchange script is similar to that in the basic conversation node, but the SOP node can only be used as the last node of the SOP flow. The summary sheet is a form that needs to be filled in by the first user after the SOP flow is executed, and the SOP node can also automatically bring the business tag into the summary sheet, without the need for the first user to manually fill in the business tag in the summary sheet, thereby improving the work efficiency of the first user.

[0061] Based on this, the SOP generation module 10 can generate and publish one or more SOP flows according to each node in the preset node library, and the SOP flow includes a plurality of nodes connected in sequence; the node is used to realize a business logic or business operation; and the SOP flow is used to realize a customer service business target.

[0062] Among them, the customer service business target is, for example, "handle customer complaint driver", "handle customer inquiry order progress" and "handle customer refund".

[0063] Thus, the SOP generation module 10 generates and publishes one or more SOP processes for the SOP execution module 20 to execute.

[0064] When the first user needs to provide service for a customer, the first user can input a customer service instruction to the SOP execution module 20, the customer service instruction is used to trigger execution of an SOP process, and the SOP execution module 20 can determine a target SOP process from the one or more SOP processes upon receiving the customer service instruction, and thus execute a plurality of target nodes corresponding to the target SOP process to achieve a customer service business target corresponding to the target SOP process.

[0065] The SOP execution module 20 can determine the target SOP process in multiple ways.

[0066] As a feasible implementation manner, the customer service instruction is a keyword input by the first user, and the SOP execution module 20 matches a target SOP process related to the keyword from the one or more SOP processes upon receiving the keyword. For example, the first user inputs “refund”, and the SOP execution module 20 determines the SOP process of “handling customer refund” as the target SOP process.

[0067] The matching algorithm can be a fuzzy matching algorithm, a matching algorithm based on label weight, etc.

[0068] As another feasible implementation manner, the customer service instruction is a result of the first user selecting a point in the tree list, and the SOP execution module 20 can directly determine the target SOP process according to the result of the point selection. For example, the first user selects “after-sales”, “goods damage”, and “serious damage” in sequence, and the SOP execution module 20 determines the SOP process of “handling full refund” as the target SOP process.

[0069] Based on this, the SOP execution module 20 executes a plurality of nodes connected in sequence corresponding to the target SOP process, thereby achieving a customer service business target corresponding to the target SOP process.

[0070] In the embodiments of the present application, the SOP generation module generates and publishes one or more SOP processes according to a preset node library; the SOP execution module determines a target SOP process from the one or more SOP processes according to a customer service instruction input by the first user, and executes a plurality of target nodes corresponding to the target SOP process to achieve a customer service business target corresponding to the target SOP process. Thus, the customer service only needs to input the customer service instruction, and the system can provide the corresponding SOP process that can be automatically executed for the customer service. The customer service does not need to memorize or frequently consult SOP documents to provide business service for the customer, thereby avoiding non-standard operation due to negligence or understanding deviation, improving the efficiency and quality of customer service, and improving customer experience.

[0071] Based on the above exemplary description, the following is combined with Figure 2 A specific implementation of the SOP execution module 20 is described.

[0072] Please refer to Figure 2 , Figure 2 The structure of an SOP execution module provided by an embodiment of the present application is shown in the figure. As shown in the figure, the SOP execution module 20 includes a customer service front-end interface 201, a process execution engine 202, and a node implementation module 203. Figure 2 The process execution engine 202 is connected with the SOP generation module 10 (not shown in the figure), and the customer service front-end interface 201, the process execution engine 202, and the node implementation module 203 are connected in sequence.

[0073] The process execution engine 202 is connected with the SOP generation module 10 (not shown in the figure), and the customer service front-end interface 201, the process execution engine 202, and the node implementation module 203 are connected in sequence.

[0074] The customer service front-end interface 201 is configured to receive a customer service instruction input by a first user, and the customer service instruction is configured to indicate a target SOP process.

[0075] The process execution engine 202 is configured to select the target SOP process from one or more SOP processes according to the customer service instruction.

[0076] The node implementation module 203 is configured to provide an implementation logic corresponding to each node in a preset node library.

[0077] The process execution engine 202 is further configured to execute the target SOP process by calling the implementation logic corresponding to each of the target nodes in the target SOP process in the node implementation module 203, so as to achieve a customer service business target corresponding to the target SOP process.

[0078] The customer service front-end interface 201 is an interactive interface between the system and the first user, and the customer service front-end interface 201 can receive the customer service instruction of the first user, so as to facilitate the first user to conveniently use the SOP process to provide services for customers. In addition, the customer service front-end interface 201 can also show the first user the process of executing the target SOP process by the process execution engine 202, so that the first user can clearly know the execution of the target SOP process.

[0079] The process execution engine 202 is connected with the SOP generation module 10, and the process execution engine 202 selects the target SOP process according to the customer service instruction after receiving the customer service instruction, so as to obtain the target SOP process from the SOP generation module 10. The process execution engine 202 traverses and executes each node in the order of the nodes in the SOP process, so as to implement the execution of the SOP process.

[0080] The node implementation module 203 can be understood as a tool library containing implementation codes of all types of nodes. When a node is executed, the flow execution engine 202 can call the implementation logic corresponding to the node from the node implementation module 203 according to each node.

[0081] Based on this, when the logic of a node needs to be changed, the content of each SOP flow generated by the SOP generation module 10 is not affected, that is, when the business is iteratively optimized, only the implementation logic of the node in the node implementation module 203 needs to be modified, and the content of one or more SOP flows does not need to be changed, thereby improving the scalability of the system and improving the optimization efficiency of the system.

[0082] Based on the above exemplary description, the following will be described in combination with Figure 3 a specific implementation of the SOP generation module 10.

[0083] Please refer to Figure 3 , Figure 3 a structure diagram of an SOP generation module provided by an embodiment of the present application Figure 1 . As Figure 3 shown, the SOP generation module 10 includes a graphical configuration operation interface 101, a visual flow arrangement module 102, and a flow storage and publishing module 103.

[0084] The graphical configuration operation interface 101, the visual flow arrangement module 102, and the flow storage and publishing module 103 are connected in sequence.

[0085] The graphical configuration operation interface 101 is configured to receive one or more sets of flow configuration information input by a second user.

[0086] The visual flow arrangement module 102 is configured to generate a corresponding SOP initial flow based on each set of flow configuration information, and obtain one or more SOP initial flows.

[0087] The flow storage and publishing module 103 is configured to store the one or more SOP initial flows, respectively structure-process the one or more SOP initial flows to obtain one or more SOP flows, and publish the one or more SOP flows in a flow database, so that the SOP execution module 20 can execute the SOP flow.

[0088] The second user can be a customer service operation expert.

[0089] The flow configuration information includes node selection information, node connection information, and node parameter information; the node selection information is used to indicate a node in the preset node library; the node connection information is used to indicate the connection relationship between each two nodes; and the node parameter information is used to configure the parameters corresponding to each node.

[0090] The graphical configuration operation interface 101 can include a preset node library control, a connection control, a parameter configuration control, and a flow canvas.

[0091] For a set of flow configuration information, the second user selects a node from the preset node library control in the graphical configuration operation interface 101 according to the customer service business target of the to-be-generated SOP flow corresponding to the set of flow configuration information by dragging, pulling, or dragging, and places the node in the flow canvas. That is, the node selection information can include the node type and the coordinates of the node in the flow canvas. The graphical configuration operation interface 101 receives the node selection information, and the visual flow arrangement module 102 displays the node selected by the second user in the flow canvas according to the node selection information and stores related data.

[0092] The second user draws an arrow by using the connection control to connect each node on the flow canvas, and the arrow defines the order and direction of the execution nodes. That is, the node connection information can include the identification of the source node and the identification of the target node. The graphical configuration operation interface 101 receives the node connection information, and the visual flow arrangement module 102 displays the connection relationship between each two nodes in the flow canvas according to the node connection information and stores related data.

[0093] The second user inputs parameters for configuring the nodes in the flow canvas by using the parameter configuration control, so that the nodes can achieve the customer service business target corresponding to the currently generated SOP flow. That is, the node parameter information can include one or more parameters corresponding to each node in the flow canvas input by the second user. The graphical configuration operation interface 101 receives the node parameter information, and the visual flow arrangement module 102 stores the parameters corresponding to each node according to the node parameter information.

[0094] Based on this, the visual flow arrangement module 102 can generate one or more SOP initial flows.

[0095] The data storage form of the SOP initial flow is unstructured data. The unstructured data is, for example, JSON data. Since the unstructured data is only suitable for front-end rendering and interaction, the flow execution engine 202 cannot parse and execute it. Based on this, the flow storage and publishing module 103 first stores one or more SOP initial flows, and then performs structured processing on the one or more SOP initial flows to obtain one or more SOP flows, so that the flow execution engine 202 can parse and execute them.

[0096] The SOP flow is stored in the form of structured data in the flow database. The flow database can be understood as a permanent database storing the SOP flow. The flow storage and publishing module 103 publishes one or more SOP flows to the flow database, and the flow execution engine 202 can call the corresponding SOP flow.

[0097] Based on this, the second user can design the SOP flow based on the graphical configuration operation interface 101 and the visual flow arrangement module 102, without implementing the design of the SOP flow through complex codes, thereby reducing the use threshold of the second user and improving the development efficiency of the SOP flow.

[0098] Based on the above exemplary description, the SOP generation module 10 can further include a business tag binding module 104.

[0099] Referring to Figure 4 , Figure 4 FIG. 1 is a structural schematic diagram of an SOP generation module according to an embodiment of the present application. Figure 2 As shown in Figure 4 , the SOP generation module 10 further includes a business tag binding module 104.

[0100] The business tag binding module 104 is connected with the graphical configuration operation interface 101 and the flow storage and publishing module 103, respectively.

[0101] The graphical configuration operation interface 101 is further configured to receive the label binding information corresponding to the one or more SOP flows input by the second user, and the label binding information is used to indicate one or more business tags.

[0102] The business tag binding module 104 is configured to bind one or more business tags indicated in the corresponding label binding information to the SOP flow for the SOP flow.

[0103] Specifically, the graphical configuration operation interface 101 can further include a business tag control.

[0104] For an SOP flow, the second user clicks the business tag control to select or input the matching business tag for the SOP flow. The business tag can exist in the form of a string array, and the string array includes one or more strings. One string is one business tag, that is, the label binding information can include a string array. The graphical configuration operation interface 101 receives the label binding information, and the business tag binding module 104 establishes the mapping relationship between the SOP flow and the business tag according to the label binding information, thereby associating the SOP flow with the corresponding business tag.

[0105] In some examples, the business label is used to describe at least one attribute of a business type, a problem scenario, a business object, or an urgency of the business of the customer service target corresponding to the SOP process.

[0106] For example, the business label describing the business type can be “dispute problem”, “business consultation”, “business handling”, or “information modification”, etc. The business label describing the problem scenario can be “invoice development”, “improper driving”, “goods loss”, and “complaint driver”, etc. The business label describing the business object can be “cargo owner”, “driver”, “ordinary user”, “VIP user”, and “new user”, etc. The business label describing the urgency of the business can be “ordinary”, “urgent”, and “extra urgent”, etc.

[0107] In some examples, one SOP process can have multiple business labels. That is, the business labels can be used in combination, and multiple business labels can be bound to one SOP process, so that the process execution engine 202 can select the corresponding SOP process more accurately.

[0108] For example, for the SOP process of “handling the damage of goods caused by improper driving of the driver”, the business labels of “dispute problem”, “goods loss”, and “improper driving” can be bound. When the customer service target is a customer complaint about handling the damage of goods caused by improper driving of the driver, the process execution engine 202 can directly select the SOP process corresponding to the business labels of “dispute problem”, “goods loss”, and “improper driving” as the target SOP process, without the need to match the target SOP process from one or more SOP processes according to the customer service instruction, thereby improving the accuracy and efficiency of the service.

[0109] Therefore, the customer front-end interface 201 can also be used to receive the customer service instruction input by the first user, and the customer service instruction is used to indicate the target business label. That is, the first user can directly input or select the target business label on the customer front-end interface 201, and the process execution engine 202 directly selects the target SOP process corresponding to the target business label from one or more SOP processes according to the customer service instruction.

[0110] In the above embodiment, based on the business label, the SOP processes can be classified, and the process execution engine 202 can quickly select the corresponding SOP process based on the business label when the first user provides the service for the customer, so that the first user does not need to determine which SOP process to use for customer service according to the customer demand, and the process execution engine 202 does not need to perform complex matching to determine the target SOP process, thereby reducing the operation threshold and cognitive load of the first user, reducing the running load of the system, and improving the efficiency of the customer service.

[0111] Based on the above exemplary description, the customer service standard operation procedure management system can further include a log module 30.

[0112] Please refer to Figure 5 , Figure 5 The structure of a customer service standard operation procedure management system provided for an embodiment of the present application Figure 2 . As Figure 5 indicated, the system further includes a log module 30.

[0113] The log module 30 is connected to the SOP generation module 10 and the SOP execution module 20, respectively.

[0114] The log module 30 is configured to generate and store a first log file in the process of generating and publishing one or more SOP processes by the SOP generation module 10 according to the preset node library, and generate and store a second log file in the process of executing a plurality of target nodes corresponding to a target SOP process by the SOP execution module 20.

[0115] Based on this, the log module 30 can record the running information in the SOP process generation and publishing process, facilitate the second user to trace and query the SOP process, and improve the management efficiency. The log module 30 can also record the running information generated in the process of each time the SOP is executed. The second user can optimize the SOP process based on the second log file, and can also analyze the use of the SOP process by the first user according to the second log file, thereby further helping to improve the customer experience.

[0116] Based on the above exemplary description, the customer service standard operation procedure management system can further include a node updating module 40.

[0117] Please refer to Figure 6 , Figure 6 The structure of a customer service standard operation procedure management system provided for an embodiment of the present application Figure 3 . As Figure 6 indicated, the system further includes a node updating module 40.

[0118] The node updating module 40 is connected to the node implementation module 203 in the SOP execution module 20 (not shown in the figure).

[0119] The node updating module 40 is configured to receive an update instruction input by the second user, the update instruction being used to indicate a new implementation logic of a to-be-updated node in the preset node library, and update the implementation logic of the to-be-updated node according to the update instruction.

[0120] Specifically, if business upgrade iteration is needed, the second user can directly modify the implementation logic of the to-be-updated node in the preset node library stored in the node implementation module 203 through the node updating module 40. The update instruction can be a path, a new script code, or a new set of configuration parameters. The node updating module 40 can modify or replace the implementation logic of the to-be-updated node based on the update instruction, thereby updating the node.

[0121] Based on this, based on the node updating module 40, the SOP flow can be optimized by updating the implementation logic of the node without re-modifying or re-publishing the SOP flow, thereby facilitating business update iteration and reducing the cost and risk of iteration.

[0122] Exemplarily, the application also provides a customer service standard operation procedure management method.

[0123] Referring to Figure 7 , Figure 7 a flowchart of a customer service standard operation procedure management method provided by an embodiment of the application. As shown in Figure 7 , the method comprises the following steps. S101, generating and publishing one or more SOP flows according to a preset node library.

[0124] The SOP flow comprises a plurality of nodes connected in sequence; the node is used to implement a business logic or a business operation; and the SOP flow is used to implement a customer service business target.

[0125] S102, determining a target SOP flow from the one or more SOP flows according to a customer service instruction input by a first user, and executing a plurality of target nodes corresponding to the target SOP flow to implement a customer service business target corresponding to the target SOP flow.

[0126] It should be noted that the customer service standard operation procedure management method of the embodiment of the application can be executed by the customer service standard operation procedure management system described above, and the implementation principle and technical effects are similar, which will not be described here.

[0127] Based on the above exemplary description, the plurality of target nodes corresponding to the target SOP flow can be executed to implement the customer service business target corresponding to the target SOP flow by the method shown in Figure 8 .

[0128] Referring to Figure 8 , Figure 8 a flowchart of a method for executing a plurality of target nodes corresponding to a target SOP flow provided by an embodiment of the application. As shown in Figure 8 , the method comprises the following steps. S201, receiving a customer service instruction input by a first user.

[0129] The customer service instruction is used to instruct the target SOP flow.

[0130] S202. Select a target SOP flow from one or more SOP flows according to the customer service instruction.

[0131] S203. Execute the target SOP flow by invoking the implementation logic corresponding to each target node of the target SOP flow in the node implementation module, so as to achieve the customer service business target corresponding to the target SOP flow.

[0132] The node implementation module is used to provide the implementation logic corresponding to each node in the preset node library.

[0133] Based on the above exemplary description, one or more SOP flows can be generated and published according to the method shown in Figure 9

[0134] Please refer to Figure 9 , Figure 9 A method flowchart for generating and publishing one or more SOP flows is provided in an embodiment of the present application. As shown in Figure 9 , the method comprises: S301. Receive one or more sets of flow configuration information input by a second user.

[0135] The flow configuration information comprises node selection information, node connection information, and node parameter information; the node selection information is used to indicate a node in the preset node library; the node connection information is used to indicate the connection relationship between each two nodes; and the node parameter information is used to configure the parameters corresponding to each node.

[0136] S302. Generate a corresponding SOP initial flow based on each set of flow configuration information, to obtain one or more SOP initial flows.

[0137] The data storage form of the SOP initial flow is unstructured data.

[0138] S303. Store the one or more SOP initial flows, respectively structure-process the one or more SOP initial flows to obtain one or more SOP flows, and publish the one or more SOP flows in a flow database.

[0139] The SOP flow is stored in the flow database in the form of structured data.

[0140] Based on the above exemplary description, before S102, the business tag can also be bound to the SOP flow by the method shown in Figure 10 ​​

[0141] Referring to Figure 10 , Figure 10 A method for binding a business tag to a SOP flow is provided in an embodiment of the present application. As shown in Figure 10 , the method comprises: S401, receiving second user inputted tag binding information corresponding to one or more SOP flows respectively.

[0142] The tag binding information is used to indicate one or more business tags.

[0143] S402, for one SOP flow, binding the one or more business tags indicated in the corresponding tag binding information to the SOP flow.

[0144] Based on this, when the target SOP flow is selected, the customer service instruction inputted by the first user can also be received, and the customer service instruction is used to indicate the target business tag; according to the customer service instruction, the target SOP flow corresponding to the target business tag is selected from the one or more SOP flows.

[0145] In some examples, log management can also be performed. Specifically, a first log file is generated and stored in the process of generating and publishing one or more SOP flows according to the preset node library, and a second log file is generated and stored in the process of executing the plurality of target nodes corresponding to the target SOP flow.

[0146] In some examples, the types of nodes in the preset node library include at least one of the following: a basic conversation node; the basic conversation node is used to provide customer service communication scripts to the first user, and receive selection instructions inputted by the first user, the selection instructions being used to indicate the next executed node; a service node; the service node is used to call external services; a judgment node; the judgment node is used to make logical judgments to determine the next executed node; a link node; the link node is used to receive jump instructions inputted by the first user and jump to a third-party page, a form or list information; a list selection node; the list selection node is used to provide a selectable list to the first user, and receive point selection instructions inputted by the first user; the list includes a plurality of list items, and the point selection instructions are used to indicate a target list item; a skill jump node; the skill jump node is used to save the variable value of the currently executed SOP flow, and jump to a pre-configured other SOP flow carrying the variable value; a service node group; the service node group is used to call a plurality of external services in parallel through a thread pool; a SOP node; the SOP node is used to provide customer service communication scripts to the first user, and bring the business tag into a summary sheet.

[0147] In some examples, the business tag is used to describe at least one attribute of the business type, problem scenario, business object or business urgency of the customer service business target corresponding to the SOP flow.

[0148] In some examples, the implementation logic of a node can also be updated. Specifically, an update instruction input by a second user is received. The update instruction indicates the new implementation logic of the node to be updated in the preset node library, and the implementation logic of the node to be updated is updated according to the update instruction.

[0149] By way of example, this application also provides an electronic device.

[0150] Figure 11 A schematic diagram of the structure of an electronic device provided in an embodiment of this application. Figure 1 .like Figure 11 As shown, the electronic device may include a first processor 111, which, when executing a computer-executable program or instruction stored in a memory, implements the embodiments of this application. Figures 7 to 10 The customer service standardized operating procedure management method is shown.

[0151] The electronic device can be used to perform the various steps and / or processes corresponding to the electronic devices in the above method embodiments.

[0152] By way of example, this application also provides an electronic device.

[0153] Figure 12 A schematic diagram of the structure of an electronic device provided in an embodiment of this application. Figure 2 .like Figures 7 to 10 As shown, the electronic device may include a second processor 121 and a memory 122. The memory 122 stores a computer program. When the second processor 121 executes the computer program, it implements the embodiments of this application. Figures 7 to 10 The customer service standardized operating procedure management method is shown.

[0154] The electronic device can be used to perform the various steps and / or processes corresponding to the electronic devices in the above method embodiments.

[0155] The electronic device of this application can be used to execute the technical solutions of the method embodiments described above. Its implementation principle and technical effects are similar. The operations implemented by each module can be further referred to the relevant descriptions of the method embodiments, which will not be repeated here. The modules here can also be replaced by components or circuits.

[0156] This application can divide electronic devices into functional modules based on the above method examples. For example, each function can be divided into its own functional module, or two or more functions can be integrated into one processing module. The integrated module can be implemented in hardware or as a software functional module. It should be noted that the module division in the embodiments of this application is illustrative and only represents one logical functional division. In actual implementation, there may be other division methods.

[0157] Another embodiment of the present application also provides a computer readable storage medium, and the computer readable storage medium stores a computer program, and the computer program is executed by a processor to implement the embodiment of the present application Figures 7 to 10 The customer service standard operation procedure management method shown.

[0158] The present application also provides a program product, which includes execution instructions stored in a computer readable storage medium. At least one processor of an electronic device can read the execution instructions from the computer readable storage medium, and the at least one processor executes the execution instructions to enable the electronic device to implement the embodiment of the present application Figures 7 to 10 The customer service standard operation procedure management method shown.

[0159] The present application also provides a chip, which is connected with a memory or integrates the memory on the chip, and when a software program stored in the memory is executed, the embodiment of the present application is implemented ​ The customer service standard operation procedure management method shown.

[0160] In several embodiments provided by the present application, it should be understood that the disclosed system, device and method can be implemented by other ways. For example, the device embodiments described above are only schematic, and for example, the division of the modules or units is only a logical function division, and there can be another division manner in actual implementation, for example, a plurality of units or components can be combined or integrated into another system, or some features can be ignored or not executed. In addition, the coupling or direct coupling or communication connection between the units shown or discussed can be indirect coupling or communication connection through some interfaces, devices or units, and can be electrical, mechanical or other forms.

[0161] Those skilled in the art can understand that, although some embodiments herein include certain features included in other embodiments, the combination of features of different embodiments means to be within the scope of the present application and form different embodiments. For example, in the claims, any one of the claimed embodiments can be used in any combination.

[0162] The above described, the above embodiments are only to illustrate the technical solutions of the present application, and not to limit them; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: it can still modify the technical solutions recorded in the foregoing embodiments, or make equivalent replacement to part of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims

1. A standardized customer service operation procedure management system, characterized in that, The system includes: a standardized operating procedure (SOP) generation module and an SOP execution module; The SOP generation module is used to generate and publish one or more SOP processes based on a preset node library; the SOP process includes multiple nodes connected in sequence; the node is used to implement a business logic or business operation; the SOP process is used to achieve a customer service business objective. The SOP execution module is used to determine the target SOP process from the one or more SOP processes based on the customer service instruction input by the first user, and execute multiple target nodes corresponding to the target SOP process to achieve the customer service business objective corresponding to the target SOP process.

2. The system according to claim 1, characterized in that, The SOP execution module includes: a customer service front-end interface, a process execution engine, and a node implementation module; the process execution engine is connected to the SOP generation module, and the customer service front-end interface, the process execution engine, and the node implementation module are connected sequentially. The customer service front-end interface is used to receive customer service instructions input by the first user, and the customer service instructions are used to instruct the target SOP process; The process execution engine is used to select the target SOP process from one or more SOP processes according to the customer service instruction; The node implementation module is used to provide the implementation logic for each node in the preset node library; The process execution engine is also used to execute the target SOP process by calling the implementation logic corresponding to multiple target nodes in the node implementation module, so as to achieve the customer service business objective corresponding to the target SOP process.

3. The system according to claim 1, characterized in that, The SOP generation module includes: a graphical configuration operation interface, a visual process arrangement module, and a process storage and publishing module; the graphical configuration operation interface, the visual process arrangement module, and the process storage and publishing module are connected in sequence. The graphical configuration interface is used to receive one or more sets of process configuration information input by a second user. The process configuration information includes node selection information, node connection information, and node parameter information. The node selection information is used to indicate a node in the preset node library. The node connection information is used to indicate the connection relationship between every two nodes. The node parameter information is used to configure the parameters corresponding to each node. The visualization process orchestration module is used to generate a corresponding SOP initial process based on each group of process configuration information, thereby obtaining one or more SOP initial processes. The data storage format of the SOP initial processes is unstructured data. The process storage and publishing module is used to store the one or more initial SOP processes, perform structured processing on the one or more initial SOP processes to obtain one or more SOP processes, and publish the one or more SOP processes in the process database so that the SOP execution module can execute the SOP processes; the SOP processes are stored in the process database in the form of structured data.

4. The system according to claim 3, characterized in that, The SOP generation module further includes a business tag binding module; the business tag binding module is connected to the graphical configuration operation interface and the process storage and publishing module respectively; The graphical configuration interface is also used to receive tag binding information input by the second user that corresponds to one or more SOP processes respectively; the tag binding information is used to indicate one or more business tags; The business tag binding module is used to bind one or more business tags indicated in the tag binding information to a SOP process.

5. The system according to claim 4, characterized in that, The SOP execution module includes: a customer service front-end interface, a process execution engine, and a node implementation module; the process execution engine is connected to the SOP generation module, and the customer service front-end interface, the process execution engine, and the node implementation module are connected sequentially. The customer service front-end interface is used to receive customer service instructions input by the first user, and the customer service instructions are used to indicate the target business tag; The process execution engine is used to select the target SOP process corresponding to the target business tag from one or more SOP processes according to the customer service instruction; The node implementation module is used to provide the implementation logic for each node in the preset node library; The process execution engine is also used to execute the target SOP process by calling the implementation logic corresponding to multiple target nodes in the node implementation module, so as to achieve the customer service business objective corresponding to the target SOP process.

6. The system according to any one of claims 1 to 5, characterized in that, The system further includes a log module; the log module is connected to both the SOP generation module and the SOP execution module. The log module is used to generate and store a first log file during the process of the SOP generation module generating and publishing one or more SOP processes according to the preset node library, and to generate and store a second log file during the process of the SOP execution module executing multiple target nodes corresponding to the target SOP process.

7. The system according to any one of claims 2 to 5, characterized in that, The types of nodes in the preset node library include at least one of the following: A basic session node; the basic session node is used to provide customer service communication scripts to the first user and to receive selection instructions from the first user, the selection instructions being used to indicate the next node to be executed; Service nodes; The service node is used to call external services; Determine the node; The judgment node is used to perform logical judgments to determine the next node to be executed; Link nodes; The link node is used to receive the jump instruction input by the first user and jump to a third-party page, form, or list information; A list selection node; the list selection node is used to provide a selectable list to a first user and to receive a selection instruction input by the first user; the list includes multiple list items, and the selection instruction is used to indicate a target list item; Skill jump node; the skill jump node is used to save the variable values ​​of the currently executed SOP process and jump to other pre-configured SOP processes with the variable values; Service node group; The service node group is used to call multiple external services in parallel through a thread pool; SOP node; the SOP node is used to provide customer service communication scripts to the first user and to bring business tags into the summary sheet.

8. The system according to claim 4, characterized in that, The business tag is used to describe at least one of the following attributes of the customer service business objective corresponding to the SOP process: business type, problem scenario, business object, or business urgency.

9. The system according to claim 2, characterized in that, The system further includes: a node update module; the node update module is connected to the node implementation module; The node update module is used to receive an update instruction input by a second user. The update instruction is used to indicate the new implementation logic of the node to be updated in the preset node library, and to update the implementation logic of the node to be updated according to the update instruction.

10. A method for managing standardized customer service operating procedures, characterized in that, The method includes: One or more Standard Operating Procedures (SOPs) are generated and published based on a preset node library; each SOP includes multiple nodes connected in sequence; each node is used to implement a business logic or business operation; and each SOP is used to achieve a customer service business objective. The system receives a customer service instruction input by a first user, determines a target SOP process from one or more SOP processes based on the instruction, and executes multiple target nodes corresponding to the target SOP process to achieve the customer service business objective corresponding to the target SOP process.

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