Method, system, electronic device and medium for providing support with customer service auxiliary panel

Abstract

The present invention discloses a method, system, electronic device and medium for providing support by a customer service auxiliary panel. The method for providing support by the customer service auxiliary panel includes: obtaining an external request signal and initiating a session window; requesting user data from a back-end interface and performing data processing according to a unique identifier of the user; extracting session information and user data and automatically creating a work order; sending request data to the back-end and requesting related platform processing; monitoring the processing flow; and finally returning the processing result and generating a log. The present invention requests data from the back-end through a unique identifier of the user, automatically enters information and generates a work order, completes various responses through one-touch operation on the panel, and does not need to switch platforms to do a lot of inquiry and entry work, which greatly improves the work efficiency of customer service and saves the time cost of customer service and users.

Description

Technical Field

[0001] The present invention relates to the field of computers, and in particular to a method, system, electronic device and medium for providing support with a customer service auxiliary panel. Background Art

[0002] With the development of information technology, paper-based systems have gradually been replaced by online systems in the administrative management of enterprises, and data-based and intelligent online customer service has become more and more popular.

[0003] In the prior art, there is a method for providing support by an online customer service system. Specifically, the system communicates with users in the form of conversations, records user information, and transfers the obtained information to relevant platforms for processing. When customer service provides support to users, it will take a lot of time to consult users when it needs to know some basic information of users, and these data can actually be obtained through other channels. In addition, when customer service handles for users, when other platforms are needed to process, it is necessary to switch back and forth between different platforms, and sometimes the operation is more complicated, which reduces the work efficiency of customer service and increases the waiting time of users. Summary of the invention

[0004] The technical problem to be solved by the present invention is to overcome the defects in the prior art that the online customer service system needs to spend a lot of time to inquire about user data and needs to switch platforms back and forth, making the operation inconvenient, and to provide a method, system, electronic device and medium for providing support by a customer service auxiliary panel.

[0005] The present invention solves the above technical problems through the following technical solutions:

[0006] According to a first aspect of the present invention, there is provided a method for providing support via a customer service auxiliary panel, comprising the following steps:

[0007] Get external request signal and initiate session window;

[0008] Request user data from the backend interface based on the user's unique identifier and process the data;

[0009] Extract session information and user data and automatically generate work orders;

[0010] Send request data to the backend and request the relevant platform to process, wherein the request data includes request instructions and work order information;

[0011] Monitor processing flow;

[0012] Finally, the processing results are returned and a log is generated.

[0013] Optionally, between the step of acquiring the external request signal and the step of initiating the session window, the following steps are further included:

[0014] Determine the current status of the customer service.

[0015] Optionally, the session window is used to send a file, wherein the file includes at least one of an audio file, a video file, a picture file, and a text file.

[0016] Optionally, the step of extracting session information and user data and automatically generating a work order specifically includes:

[0017] Automatically create work orders;

[0018] extracting the session information and the user data;

[0019] Automatically input the session information and the user data;

[0020] If the work order information is correct, save it.

[0021] Optionally, the steps of the monitoring process flow specifically include:

[0022] Estimated work order processing time;

[0023] Follow up the work order processing status and trigger a prompt message if there is any change.

[0024] Optionally, after the step of returning the processing result and generating a log, the following steps are also included:

[0025] Collect statistics on logs within a preset time period and generate multi-dimensional statistical reports.

[0026] According to a second aspect of the present invention, there is provided a system for providing support for a customer service auxiliary panel, including a response module, a data module, a work order module, an operation module, a monitoring module, and a log module;

[0027] The response module is used to obtain an external request signal and initiate a session window;

[0028] The data module is used to request user data from the back-end interface and perform data processing according to the user's unique identifier;

[0029] The work order module is used to extract session information and user data and automatically create a work order;

[0030] The operation module is used to send request data to the backend and request related platform processing;

[0031] The monitoring module is used to monitor the processing flow;

[0032] The log module is used to return the processing results and generate logs.

[0033] Optionally, the response module is also used to determine the current status of the customer service.

[0034] Optionally, the work order module includes:

[0035] Creation unit, used to automatically create new work orders;

[0036] An extraction unit, used for extracting the session information and the user data;

[0037] An input unit, used for automatically inputting the session information and the user data;

[0038] If the work order information is correct, save it.

[0039] Optionally, the monitoring module includes:

[0040] The judgment unit is used to judge the type and urgency of the work order and estimate the processing period of the work order;

[0041] The reminder unit is used to follow up the status of work order processing and trigger a reminder message if there is any change.

[0042] Optionally, the system supported by the customer service auxiliary panel also includes a report statistics module, and the report statistics module is used to generate multi-dimensional statistical reports.

[0043] According to a third aspect of the present invention, there is provided an electronic device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the method for providing support by the customer service assistance panel of the present invention when executing the computer program.

[0044] According to a fourth aspect of the present invention, there is provided a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the method for providing support by a customer service assistance panel of the present invention.

[0045] The above-mentioned preferred conditions can be arbitrarily combined in accordance with the common sense in the art to obtain the preferred embodiments of the present invention.

[0046] The positive and progressive effect of the present invention is that the present invention uses the customer service auxiliary panel to provide detailed and accurate data support, obtains user data through the user's unique identifier, and saves the work of repeatedly inquiring customers. In addition, various responses are completed through one-click operation on the panel. When docking with a new platform, it only needs to open the background interface and add operation buttons to the panel, which saves the work of switching platforms back and forth, greatly improves the work efficiency of customer service, and saves the time cost of customer service and users. BRIEF DESCRIPTION OF THE DRAWINGS

[0047] Figure 1 A flowchart of a method for providing support for the customer service auxiliary panel of embodiment 1 of the present invention.

[0048] Figure 2 A flowchart of extracting session information and user data and automatically generating a work order in a method for supporting the customer service auxiliary panel of embodiment 1 of the present invention.

[0049] Figure 3 A schematic diagram of a system providing support for the customer service auxiliary panel of Example 2 of the present invention.

[0050] Figure 4 This is a schematic diagram of the structure of an electronic device according to Embodiment 3 of the present invention. DETAILED DESCRIPTION

[0051] The present invention is further described below by way of examples, but the present invention is not limited to the scope of the examples.

[0052] Example 1

[0053] This embodiment provides a method for providing support for a customer service auxiliary panel. The method for providing support for a customer service auxiliary panel is applied to a customer service platform, so that the customer service can obtain relevant information of the user from the data source based on the customer service auxiliary panel through the user's unique identifier, and complete the response of the relevant platform through the operation button on the panel.

[0054] like Figure 1 As shown, the method for providing support by the customer service auxiliary panel includes the following steps:

[0055] Step S1: Obtain an external request signal and initiate a session window.

[0056] In an optional implementation, in order to improve user experience, after obtaining an external request signal, the customer service auxiliary panel will determine the current status of the customer service. If the customer service is offline or busy, a corresponding prompt message will be sent to the user; if the customer service is online, a session window will be initiated. The session window supports typing input and voice input, and can also send and receive files in various formats such as audio, video, pictures, and text.

[0057] In an optional implementation, the time for automatically ending the session can be configured on the customer service assistant panel. If the time limit is exceeded and the customer service or the user still does not send a message, the session will be automatically ended.

[0058] Step S2: Request user data from the backend interface according to the user's unique identifier and perform data processing.

[0059] In an optional implementation, the user's unique identifier is a unique identity ID generated when the user first registers, and these IDs are stored in a database for easy query.

[0060] In specific implementation, when the conversation window is initiated, the customer service auxiliary panel will automatically obtain the user ID, query the user's relevant data in the database, and process the data. Then, the processed user data will be returned to the customer service auxiliary panel through the interface and rendered.

[0061] Step S3: extract session information and user data, and automatically generate a work order.

[0062] The session information is obtained from the session window, and the user data is obtained from the backend database.

[0063] like Figure 2 As shown, step S3 specifically includes the following steps:

[0064] Step S31: automatically create a work order.

[0065] When the customer service is talking to the user through the conversation window on the customer service auxiliary panel, the customer service auxiliary panel automatically creates a new work order. The work order has a preset data structure to store corresponding information, including "work order number", "creation time", "user ID", "user name", "user address", "user contact information", "urgency", "problem type", "incident details", "related attachments", etc.

[0066] In an optional implementation, if the session is terminated, the work order is temporarily saved. In actual applications, the enterprise can freely configure the work order storage time. If the session is continued within the period, the work order is directly opened. If the period is exceeded, the work order is automatically destroyed.

[0067] Step S32: extract session information and user data.

[0068] In this embodiment, the session information includes "urgency", "problem type", "detailed description of the event", "related attachments", etc. During the session, the customer service auxiliary panel extracts the session information by grabbing keywords. For example, when the user replies that he is not in a hurry, the customer service auxiliary panel automatically determines that the urgency of the event is normal. Since the user may not be able to accurately describe the specific circumstances of the event for a while, in an optional implementation, the extracted session information will be automatically updated with the content of the session.

[0069] In an optional implementation, if the message sent by the user is voice input, the customer service auxiliary panel can automatically convert the voice into text and automatically correct its content.

[0070] The user data includes user identity information such as "user ID", "user name", "user address", and "user contact information". Since user identity information is fixed information, the customer service auxiliary panel only needs to use the user ID to obtain the corresponding user-related data from the database, and the customer service does not need to waste time asking the user for this information. In an optional implementation, the customer service auxiliary panel returns the processed user data through an interface, and then extracts the user identity information from the returned user data by grabbing keywords.

[0071] Step S33: automatically input session information and user data.

[0072] The customer service auxiliary panel automatically enters the extracted session information and the user data into the information area corresponding to the preset data structure of the work order.

[0073] Step S34: If the work order information is correct, save it.

[0074] Closing the session window will automatically save the current information of the work order. If the work order information is incomplete, the next step cannot be performed. In an optional implementation, if the work order is not operated for a long time after being saved, the customer service auxiliary panel will issue a prompt sound.

[0075] After all the information of the work order is entered, the customer service auxiliary panel will check again whether the work order information is consistent and automatically correct it. In an optional implementation, the customer service can also open the edit mode to modify it manually.

[0076] Step S4: Send request data to the backend and request related platform processing.

[0077] The request data includes request instructions and work order information.

[0078] Since some business processes are relatively common, in an optional implementation, the enterprise can formulate a processing process template according to different business types, and the process template includes the platform information required for the business and the work to be processed by the platform. If the business type in the work order information is consistent and there are no special requirements, the corresponding process operation template is directly called to achieve one-click operation.

[0079] If it is a business with special requirements, customer service can make corresponding modifications to the above process template. In an optional implementation, customer service can also choose to customize the operation. Customer service can customize the process according to user requirements, and send a request to the backend after confirmation.

[0080] Step S5: monitor the processing flow.

[0081] The steps of the monitoring process mainly include estimating the processing time of the work order and following up on the processing of the work order. In an optional implementation, the customer service auxiliary panel preliminarily estimates the processing time of the work order based on the business type and urgency of the work order, and then more specifically estimates the processing time of each platform in the entire processing process based on the feedback from the relevant platforms.

[0082] By estimating the processing time of the work order, the customer service auxiliary panel can better follow up the processing status of the work order. If there are changes in the processing process, the customer service auxiliary panel will trigger a prompt message in time.

[0083] Step S6: Return the processing result and generate a log.

[0084] When the actual business processing is completed, the back-end interface will organize the processing results and return them to the customer service auxiliary panel. At the same time, the customer service auxiliary panel also has a log recording function, tracing all nodes of the process, and saving all data to the database under the corresponding user ID, so as to facilitate automatic association with the user later.

[0085] In addition, the customer service auxiliary panel can also generate multi-dimensional statistical reports. The customer service auxiliary panel can retrieve user access data, work order data, processing time data, etc. within a period of time, and generate multi-dimensional statistical reports to provide data support for user behavior analysis and customer service work evaluation. In an optional implementation, the customer service auxiliary panel can generate various types of charts including line charts, bar charts, and combination charts.

[0086] Example 2

[0087] This embodiment provides a system supported by a customer service auxiliary panel. The system supported by the customer service auxiliary panel is applied to a customer service platform, so that the customer service can obtain relevant information of the user from the data source through the unique identifier of the user based on the customer service auxiliary panel, and complete the response of the relevant platform through the operation button on the panel.

[0088] like Figure 3 As shown, the system supported by the customer service auxiliary panel includes a response module 21, a data module 22, a work order module 23, an operation module 24, a monitoring module 25, and a log module 26.

[0089] The response module 21 is used to obtain external request signals and initiate a session window; the data module 22 is used to request user data from the back-end interface and perform data processing based on the user's unique identifier; the work order module 23 is used to extract session information and user data, and automatically create a work order; the operation module 24 is used to send request data to the back-end and request related platform processing; the monitoring module 25 is used to monitor the processing flow; the log module 26 is used to return the processing results and generate logs.

[0090] In an optional implementation, in order to improve user experience, the response module 21 will determine the current status of the customer service after obtaining the external request signal. If the customer service is offline or busy, a corresponding prompt message will be sent to the user; if the customer service is online, a session window will be initiated. The session window supports typing input and voice input, and can also send and receive files in various formats such as audio, video, pictures, and text.

[0091] In an optional implementation, the time for automatically ending the session can be configured on the response module 21. If the customer service or the user still does not send a message after the time limit, the session will be automatically ended.

[0092] In an optional implementation, the user's unique identifier is a unique identity ID generated when the user first registers, and the data module 22 stores these IDs in the database for easy query.

[0093] In specific implementation, when the conversation window is initiated, the data module 22 will automatically obtain the user ID, query the user's relevant data in the database, and process the data, and then return the processed user data to the customer service auxiliary panel through the interface and render it.

[0094] When the customer service is talking to the user through the conversation window on the customer service auxiliary panel, the work order module 23 automatically creates a new work order. The work order has a preset data structure to store corresponding information, including "work order number", "creation time", "user ID", "user name", "user address", "user contact information", "urgency", "problem type", "incident details", "related attachments", etc.

[0095] In an optional implementation, if the session is terminated, the work order is temporarily saved. In actual applications, the enterprise can freely configure the work order storage time. If the session is continued within the period, the work order is directly opened. If the period is exceeded, the work order is automatically destroyed.

[0096] During the conversation, the work order module 23 extracts the conversation information by grabbing keywords. For example, when the user replies that he is not in a hurry, the work order module 23 automatically determines that the urgency of the event is normal. Since the user may not be able to accurately describe the specific circumstances of the event for a while, in an optional implementation, the extracted conversation information is automatically updated with the conversation content.

[0097] In an optional implementation, if the message sent by the user is a voice input, the work order module 23 can automatically convert the voice into text and automatically correct its content.

[0098] Since the user identity information is fixed, the data module 22 only needs to obtain the corresponding user-related data from the database through the user ID, and the customer service does not need to waste time asking the user for this information. In an optional implementation, the data module 22 returns the processed user data through the interface, and then the work order module 23 extracts the user identity information from the returned user data by grabbing keywords.

[0099] The work order module 23 automatically enters the extracted session information and the user data into the information area corresponding to the preset data structure of the work order.

[0100] When the session window is closed, the work order module 23 automatically saves the current information of the work order. If the work order information is incomplete, the next operation cannot be performed. In an optional implementation, if the work order is not operated for a long time after being saved, the work order module 23 will issue a prompt sound; after all the information of the work order is entered, the work order module 23 will check again whether the work order information is consistent and automatically correct it. In an optional implementation, the customer service can also open the edit mode to modify it manually.

[0101] In the operation module 24, since some business processes are relatively common, in an optional implementation, the enterprise can formulate a processing process template according to different business types, and the process template includes the platform information required for the business and the work to be processed by the platform. If the business type in the work order information is consistent and there are no special requirements, the corresponding process operation template is directly called to achieve one-click operation.

[0102] If it is a business with special requirements, customer service can make corresponding modifications to the above process template. In an optional implementation, customer service can also choose to customize the operation. Customer service can customize the process in the operation module 24 according to user requirements, and send a request to the backend after confirmation.

[0103] The monitoring module 25 mainly includes estimating the processing time of the work order and following up the processing of the work order. In an optional implementation, the monitoring module 25 preliminarily estimates the processing time of the work order based on the business type and urgency of the work order, and then more specifically estimates the processing time of each platform in the entire processing flow through feedback from the relevant platforms.

[0104] By estimating the processing time of the work order, the monitoring module 25 can better follow up the processing status of the work order. If there are changes in the processing process, the monitoring module 25 will trigger a prompt message in time.

[0105] When the actual business processing is completed, the back-end interface will sort out the processing results and return them to the customer service auxiliary panel. At the same time, the log module 26 traces all nodes of the process and saves all data to the user ID corresponding to the database, so as to automatically associate with the user later.

[0106] In addition, the system supported by the customer service auxiliary panel also includes a report statistics module 27 for generating multi-dimensional statistical reports.

[0107] The report statistics module 27 can retrieve user access data, work order data, processing time data, etc. within a period of time to generate multi-dimensional statistical reports to provide data support for user behavior analysis and customer service work evaluation. In an optional implementation, the report statistics module 27 can generate various types of charts including line charts, bar charts, and combination charts.

[0108] Example 3

[0109] This embodiment provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the program, the method for providing support by the customer service auxiliary panel of Embodiment 1 is implemented.

[0110] like Figure 4 The electronic device 30 shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0111] The electronic device 30 may be in the form of a general-purpose computing device, for example, it may be a server device. The components of the electronic device 30 may include, but are not limited to: at least one processor 31, at least one memory 32, and a bus 33 connecting different system components (including the memory 32 and the processor 31).

[0112] The bus 33 includes a data bus, an address bus, and a control bus.

[0113] The memory 32 may include a volatile memory, such as a random access memory (RAM) 321 and a cache memory 322 , and may further include a read only memory (ROM) 323 .

[0114] The memory 32 may also include a program tool 325 having a set (at least one) of program modules 324, such program modules 324 including but not limited to: an operating system, one or more application programs, other program modules and program data, each of which or some combination may include the implementation of a network environment.

[0115] The processor 31 executes various functional applications and data processing by running the computer programs stored in the memory 32, such as the method for providing support by the customer service auxiliary panel of embodiment 1 of the present invention.

[0116] The electronic device 30 may also communicate with one or more external devices 34. Such communication may be performed via an input / output (I / O) interface 35. Furthermore, the model generating device 30 may also communicate with one or more networks via a network adapter 36. Figure 4 As shown, the network adapter 36 communicates with other modules of the model generation device 30 via the bus 33. It should be understood that although Figure 4 Not shown, other hardware and / or software modules may be used in conjunction with the model generated device 30, including but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID (disk array) systems, tape drives, and data backup storage systems.

[0117] It should be noted that although several units / modules or sub-units / modules of the electronic device are mentioned in the above detailed description, this division is merely exemplary and not mandatory. In fact, according to an embodiment of the present invention, the features and functions of two or more units / modules described above can be embodied in one unit / module. Conversely, the features and functions of one unit / module described above can be further divided into multiple units / modules to be embodied.

[0118] Example 4

[0119] This embodiment provides a computer-readable storage medium having a computer program stored thereon. When the program is executed by a processor, the method for providing support by the customer service auxiliary panel of Embodiment 1 is implemented.

[0120] The readable storage medium may include but is not limited to: a portable disk, a hard disk, a random access memory, a read-only memory, an erasable programmable read-only memory, an optical storage device, a magnetic storage device or any suitable combination of the above.

[0121] In an optional embodiment, the present invention can also be implemented in the form of a program product, which includes a program code. When the program product runs on a terminal device, the program code is used to enable the terminal device to execute the method of providing support for the customer service auxiliary panel of Example 1.

[0122] Although the specific embodiments of the present invention are described above, it should be understood by those skilled in the art that this is only for illustration and the protection scope of the present invention is defined by the appended claims. Those skilled in the art may make various changes or modifications to these embodiments without departing from the principles and essence of the present invention, but these changes and modifications all fall within the protection scope of the present invention.

Claims

1. A method for providing support from a customer service auxiliary panel, characterized in that: The following steps are involved: Get external request signal and initiate session window; Request user data from the backend interface based on the user's unique identifier and process the data; Extract session information and user data and automatically create work orders; The extracting of session information and user data comprises: Extracting keywords from the session information, where the keywords are used to determine the urgency of the work order; Acquire corresponding user related information from a database based on the user ID to form the user data; updating the urgency level based on changes in the session information; Send request data to the backend and request the relevant platform to process, wherein the request data includes request instructions and work order information; The steps to automatically generate a work order include: Automatically create work orders; extracting the session information and the user data; Automatically input the session information and the user data; If the work order information is correct, save it; If the session is terminated, the work order is temporarily saved and the work order saving time is set; If the session is continued within the work order saving time, the temporarily saved work order is directly opened; If the work order storage time is exceeded, the temporarily saved work order will be automatically destroyed; Monitor processing flow; The steps of the monitoring process flow include: estimating the work order processing time based on the urgency and the business type of the work order; Finally, the processing results are returned and a log is generated.

2. The method for providing support from a customer service auxiliary panel as claimed in claim 1, characterized in that: The following steps are also included between the step of obtaining the external request signal and the step of initiating the session window: Determine the current status of the customer service.

3. The method for providing support from a customer service auxiliary panel as claimed in claim 1, characterized in that: The session window is used to send files, and the files include at least one of audio files, video files, picture files, and text files.

4. The method for providing support from a customer service auxiliary panel as claimed in claim 1, characterized in that: The steps of the monitoring process also include: Follow up the work order processing status and trigger a prompt message if there is any change.

5. The method for providing support via a customer service auxiliary panel according to claim 1, further comprising: Collect statistics on logs within a preset time period and generate multi-dimensional statistical reports.

6. A system for providing support from a customer service auxiliary panel, characterized in that: Including response module, data module, work order module, operation module, monitoring module and log module; The response module is used to obtain an external request signal and initiate a session window; The data module is used to request user data from the back-end interface and perform data processing according to the user's unique identifier; The work order module is used to extract session information and user data and automatically create a work order; The work order module is also used to extract keywords from the session information, and the keywords are used to determine the urgency of the work order; Acquire corresponding user related information from a database based on the user ID to form the user data; updating the urgency level based on changes in the session information; The work order module is also used to automatically create a work order; extract the session information and the user data; Automatically input the session information and the user data; if the work order information is correct, save it; The work order module is also used to temporarily save the work order if the session is terminated and set the work order saving time; if the session is continued within the work order saving time, the temporarily saved work order is directly opened; if the work order saving time is exceeded, the temporarily saved work order is automatically destroyed; The operation module is used to send request data to the backend and request related platform processing; The monitoring module is used to monitor the processing flow; The monitoring module is also used to estimate the work order processing time based on the urgency and the business type of the work order; The log module is used to return the processing results and generate logs.

7. The system for providing support from a customer service auxiliary panel as claimed in claim 6, characterized in that: It also includes a report statistics module, which is used to generate multi-dimensional statistical reports.

8. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method for providing support by the customer service assistance panel described in any one of claims 1 to 5 is implemented.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for providing support by a customer service assistance panel according to any one of claims 1 to 5 is implemented.

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