Information processing method and device

Abstract

The present application discloses an information processing method and device, and relates to the field of computer technology. A specific implementation method includes receiving an information processing request, obtaining an event identifier in the information processing request, and then determining the corresponding event clue information; determining the clue type according to the event clue information; determining the number of repeated consultations based on the clue type and the event clue information; generating a corresponding reminder message according to the number of repeated consultations, matching the corresponding alarm processing method, and then sending the reminder message to the customer service end based on the alarm processing method, so that the customer service end processes the information processing request according to the reminder message. In this way, the unresolved problems of users who have consulted for many times can be solved in a timely and effective manner, and the customer service seat can be effectively helped to determine whether the problems consulted by the user need to be upgraded and matched with the corresponding alarm processing method, so as to improve the speed of solving the user's consultation problems and enhance the user experience.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to an information processing method and device. Background Art

[0002] In the current customer service system, when a user calls in repeatedly, customer service fails to take it seriously, resulting in the user's multiple inquiries not being resolved in a timely and effective manner, and the user experience is poor.

[0003] In the process of implementing this application, the inventors found that there are at least the following problems in the prior art:

[0004] When a user calls in repeatedly, customer service fails to take him / her seriously, resulting in the user's multiple inquiries not being promptly and effectively resolved, and the user experience is poor. Summary of the invention

[0005] In view of this, the embodiments of the present application provide an information processing method and device, which can solve the existing problem that when a user repeatedly calls in, customer service fails to pay attention, resulting in the user's multiple consultation issues not being solved in a timely and effective manner, and the user experience is poor.

[0006] To achieve the above objective, according to one aspect of an embodiment of the present application, there is provided an information processing method, including:

[0007] Receive an information processing request, obtain an event identifier in the information processing request, and then determine the corresponding event clue information;

[0008] Determine the clue type based on the event clue information;

[0009] Determine the number of repeat consultations based on the lead type and event lead information;

[0010] According to the number of repeated consultations, a corresponding reminder message is generated, and the corresponding alarm processing method is matched, and then the reminder message is sent to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

[0011] Optionally, the clue type is determined according to the event clue information, including:

[0012] Determine event location information in event clue information;

[0013] Determine the clue type based on the event location information.

[0014] Optionally, based on the clue type and event clue information, the number of repeated consultations is determined, including:

[0015] Determine the event source information in the event clue information;

[0016] According to the event location information and event source information, determine the number of customer service messages corresponding to the event identifier;

[0017] Match the number of customer service messages corresponding to each event source in the event source information, and then obtain the number of repeated consultations corresponding to each event source.

[0018] Optionally, the method further comprises:

[0019] Real-time query and update of the number of customer service messages; and

[0020] Update event clue information corresponding to information processing requests in real time.

[0021] Optionally, match the corresponding alarm processing method, including:

[0022] Determine the total number of repeated consultations based on the number of repeated consultations corresponding to each event source;

[0023] In response to determining that the total number of repeated consultations is greater than a first preset value, a notification is sent to the first service node and a pop-up window display is initiated.

[0024] Optionally, matching a corresponding alarm processing method also includes:

[0025] In response to determining that the total number of repeated consultations is greater than a second preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, and a notification is sent to the second service node via real-time communication software.

[0026] Optionally, matching a corresponding alarm processing method also includes:

[0027] In response to determining that the total number of repeated consultations is greater than a third preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, a notification is sent to the second service node via real-time communication software, and a text message notification is sent.

[0028] Optionally, before sending the reminder message to the client based on the alarm processing method, the information processing method further includes:

[0029] Generate asynchronous tasks based on reminder messages and corresponding alarm processing methods;

[0030] Configure execution time for asynchronous tasks, store asynchronous tasks in asynchronous task table, and poll each asynchronous task in the asynchronous task table;

[0031] In response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, the asynchronous task that reaches the execution time is executed.

[0032] In addition, the present application also provides an information processing device, including:

[0033] A receiving unit is configured to receive an information processing request, obtain an event identifier in the information processing request, and then determine corresponding event clue information;

[0034] A clue type determination unit is configured to determine the clue type according to the event clue information;

[0035] a repeated consultation number determination unit, configured to determine the repeated consultation number based on the clue type and the event clue information;

[0036] The reminder unit is configured to generate a corresponding reminder message according to the number of repeated consultations, match the corresponding alarm processing method, and then send the reminder message to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

[0037] Optionally, the clue type determination unit is further configured to:

[0038] Determine event location information in event clue information;

[0039] Determine the clue type based on the event location information.

[0040] Optionally, the repeated consultation number determination unit is further configured to:

[0041] Determine the event source information in the event clue information;

[0042] According to the event location information and event source information, determine the number of customer service messages corresponding to the event identifier;

[0043] Match the number of customer service messages corresponding to each event source in the event source information, and then obtain the number of repeated consultations corresponding to each event source.

[0044] Optionally, the information processing device further includes an updating unit configured to:

[0045] Real-time query and update of the number of customer service messages; and

[0046] Update event clue information corresponding to information processing requests in real time.

[0047] Optionally, the reminder unit is further configured to:

[0048] Determine the total number of repeated consultations based on the number of repeated consultations corresponding to each event source;

[0049] In response to determining that the total number of repeated consultations is greater than a first preset value, a notification is sent to the first service node and a pop-up window display is initiated.

[0050] Optionally, the reminder unit is further configured to:

[0051] In response to determining that the total number of repeated consultations is greater than a second preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, and a notification is sent to the second service node via real-time communication software.

[0052] Optionally, the reminder unit is further configured to:

[0053] In response to determining that the total number of repeated consultations is greater than a third preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, a notification is sent to the second service node via real-time communication software, and a text message notification is sent.

[0054] Optionally, the reminder unit is further configured to:

[0055] Generate asynchronous tasks based on reminder messages and corresponding alarm processing methods;

[0056] Configure execution time for asynchronous tasks, store asynchronous tasks in asynchronous task table, and poll each asynchronous task in the asynchronous task table;

[0057] In response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, the asynchronous task that reaches the execution time is executed.

[0058] In addition, the present application also provides an information processing electronic device, including: one or more processors; a storage device for storing one or more programs, when the one or more programs are executed by one or more processors, the one or more processors implement the information processing method as described above.

[0059] In addition, the present application also provides a computer-readable medium on which a computer program is stored, and when the program is executed by a processor, the above-mentioned information processing method is implemented.

[0060] One embodiment of the above invention has the following advantages or beneficial effects: the present application receives an information processing request, obtains the event identifier in the information processing request, and then determines the corresponding event clue information; determines the clue type according to the event clue information; determines the number of repeated consultations based on the clue type and the event clue information; generates a corresponding reminder message according to the number of repeated consultations, matches the corresponding alarm processing method, and then sends the reminder message to the customer service end based on the alarm processing method, so that the customer service end processes the information processing request according to the reminder message. In this way, the unresolved problems of users who have consulted for many times can be solved in a timely and effective manner, and the customer service agent can be effectively helped to determine whether the problems consulted by the user need to be upgraded and matched with the corresponding alarm processing method to improve the speed of solving the user's consultation problems.

[0061] The further effects of the above-mentioned non-conventional optional manner will be described below in conjunction with the specific implementation manner. BRIEF DESCRIPTION OF THE DRAWINGS

[0062] The accompanying drawings are used to better understand the present application and do not constitute an improper limitation on the present application.

[0063] Figure 1 is a schematic diagram of the main flow of the information processing method according to the first embodiment of the present application;

[0064] Figure 2 is a schematic diagram of the main flow of the information processing method according to the second embodiment of the present application;

[0065] Figure 3 is a schematic diagram of an application scenario of an information processing method according to a third embodiment of the present application;

[0066] Figure 4 is a schematic diagram of main units of an information processing device according to an embodiment of the present application;

[0067] Figure 5 is an exemplary system architecture diagram to which the embodiments of the present application can be applied;

[0068] Figure 6 It is a structural diagram of a computer system of a terminal device or server suitable for implementing an embodiment of the present application. DETAILED DESCRIPTION

[0069] The following is a description of exemplary embodiments of the present application in conjunction with the accompanying drawings, including various details of the embodiments of the present application to facilitate understanding, which should be considered as merely exemplary. Therefore, it should be recognized by those of ordinary skill in the art that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of the present application. Similarly, for the sake of clarity and conciseness, the description of well-known functions and structures is omitted in the following description.

[0070] Figure 1 is a schematic diagram of the main process of the information processing method according to the first embodiment of the present application, such as Figure 1 As shown, the information processing method includes:

[0071] Step S101, receiving an information processing request, obtaining an event identifier in the information processing request, and then determining corresponding event clue information.

[0072] In this embodiment, the execution subject of the information processing method (for example, it can be a server) can receive the information processing request by wired connection or wireless connection. Specifically, the information processing request can be user 1, who called the customer service on April 26 by phone 177528****, requesting to query the logistics information of the waybill number JD111111111. Among them, the event identifier can be the order number, waybill number, Alipay account, mobile phone number, store ID, etc. contained in the information processing request. The event clue information can be the main clue and source corresponding to the information processing request. Among them, the main clue can be the main basis on which the user's consultation is based, such as a phone number or waybill number, order number. For example, the user communicates with the customer service system by phone and asks for the logistics information of the waybill number JD111111111, then the waybill number is the main clue. Among them, the source can be the way for the user to communicate with the customer service system, such as by phone or by other instant messaging software. After receiving the information processing request, the execution subject can obtain the event identifier in the information processing request, thereby determining the main clue in the time clue information, such as the waybill number JD111111111. The execution subject can also extract source information from the information processing request, such as the phone number 177528****. Among them, the event clue information may include the main clue and the source of information. Furthermore, the execution subject can determine the corresponding event clue information based on the determined main clue and the source of information. The main clue includes, for example, a landline number, a mobile phone number, an instant messaging software account, etc. The source of information may, for example, initiate an information processing request by dialing a landline, dialing a mobile phone, using an instant messaging software, using text messages, or using emails.

[0073] Step S102, determining the clue type according to the event clue information.

[0074] In this embodiment, the clue types may include telephone main clues, telephone plus other main clues, and only other main clues. Among them, other main clues may include instant messaging software main clues, text message main clues, email sending main clues, etc. After determining the event clue information, the execution subject can determine the main clues contained in the user's consulting event from the event clue information, and then determine the clue type based on the determined main clues. The main clue, for example, can be the order number mentioned in the user's phone call, or it can be the user's phone number. This application does not limit the specific content of the main clue. For example, when the main clue is a mobile phone number, the clue type is a telephone main clue. When the main clue is an instant messaging software account, the clue type is only other main clues.

[0075] Step S103, determining the number of repeated consultations based on the clue type and event clue information.

[0076] After determining the clue type, the execution subject can query and determine the number of times the user repeatedly calls based on the clue type and the event clue information, and then determine the number of times the user repeatedly consults for the same problem. Among them, the number of times the user repeatedly calls is determined based on the number of seats that leave messages in the event. For example, user 1, waybill number 1, calls customer service 1 and the problem is solved; user 1, waybill number 1, calls customer service 2 and the problem is solved; then when the waybill number is used as the clue value of the clue type and the phone number is used as the source in the event clue information, the number of times user 1 calls is 2, that is, the number of repeated consultations determined is 2. Among them, the execution subject can arrange and combine the clue type and each main clue in the event clue information with the source in the event clue information, and then determine the number of repeated consultations corresponding to each permutation and combination, and the sum of the number of repeated consultations corresponding to each permutation and combination. That is to say, the number of repeated consultations determined in this embodiment can include the number of repeated consultations corresponding to each permutation and combination and the sum of the number of repeated consultations corresponding to each permutation and combination, that is, the total number of repeated consultations.

[0077] Step S104, generating a corresponding reminder message according to the number of repeated consultations, matching the corresponding alarm processing method, and then sending the reminder message to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

[0078] For example, after obtaining the number of repeated consultations, the executing entity can generate a corresponding reminder message based on the number of repeated consultations. The reminder message is, for example: "The main clue of the current event is the waybill number, and the sources are telephone and instant messaging software. The number of repeated consultations by this user in a short period of time: 14, of which 13 are from telephone and 1 is from instant messaging software. Please solve the user problem once. Quality control will focus on spot checks on this incident. If this problem is not solved within 24 hours, please upgrade to second-line processing."

[0079] In some optional implementations of this embodiment, matching the corresponding alarm processing method includes: determining the total number of repeated consultations according to the number of repeated consultations corresponding to each event source;

[0080] In response to determining that the total number of repeated consultations is greater than the first preset value, a notification is sent to the first service node and a pop-up window display is started. Specifically, an email notification or a text message notification can be sent to the first service node and a pop-up window display of an instant messaging software can be started.

[0081] In some optional implementations of the present embodiment, matching the corresponding alarm processing method also includes: in response to determining that the total number of repeated consultations is greater than a second preset value, sending a notification (specifically, it can be an email notification or a text message notification, and the present application does not limit the specific form of the notification) to the first service node, the second service node, starting a pop-up display and sending a notification to the second service node through real-time communication software.

[0082] In some optional implementations of the present embodiment, matching the corresponding alarm processing method also includes: in response to determining that the total number of repeated consultations is greater than a third preset value, sending a notification (specifically, it can be an email notification or a text message notification, and this application does not limit the specific form of the notification) to the first service node, the second service node, starting a pop-up window display, sending a notification to the second service node through real-time communication software, and sending a text message notification. Sending a text message notification here refers to sending a text message notification to the terminal corresponding to the user who sent the information processing request, such as sending a text message notification to the user's mobile phone or other terminals to comfort the user. The content of the text message notification can be some words to comfort the user's emotions, such as "Dear user, we have arranged someone to handle your consultation issue, please wait patiently, and please keep your phone open". The content of the text message notification is not the above-mentioned reminder message.

[0083] In some of the above optional implementations of this embodiment, the third preset value is greater than the second preset value and greater than the first preset value. The first service node may be a node corresponding to the current customer service. The second service node may be a node corresponding to the current customer service leader. The content displayed in the pop-up window may be a reminder message. Real-time communication software, for example, may be instant messaging software, WeChat, etc. The content of the SMS notification may be the above reminder message. The execution entity may send a SMS notification to the consulting user to indicate that the user's consulting problem has been handled by a dedicated person, please wait for the dedicated person to contact you and keep the phone open.

[0084] For example, the execution subject can match the corresponding alarm processing method according to the number of repeated consultations by the user in a short period of time, which is 14. For example, according to the preset rules: if the number of repeated consultations is greater than 3 and less than 4, the current user will be notified by email or text message, and the current customer service will be reminded through the pop-up box of the instant messaging software; if the number of repeated consultations is greater than 4 and less than 5, the current user will be notified by email or text message, and the current customer service will be reminded through the pop-up box of the instant messaging software, and the current customer service leader will be notified by email or text message, and the current customer service leader will be reminded through the pop-up box of the instant messaging software; if the number of repeated consultations is greater than 5, the current customer service will be notified by email or text message, and the current customer service will be reminded through the pop-up box of the instant messaging software, and the current customer service leader will be notified by email or text message, and the current customer service leader will be reminded through the pop-up box of the instant messaging software, and further reply to the consulting user through text message, the consultation event has been tracked and handled by a specialist, and someone will contact the user later, please keep the phone open.

[0085] In some optional implementations of this embodiment, after the client processes the information processing request according to the reminder message, the information processing method further includes:

[0086] Real-time query and update of the number of customer service messages from the same source (or the same main clue) within the preset time, so that the consultation questions raised by users can be handled more quickly and effectively, and the user experience can be improved. For example, user 1 with waybill number 1 called customer service 1 and the problem was solved; user 1 with waybill number 1 called customer service 2 and the problem was solved; when the waybill number is used as the clue value, the number of calls from user 1 is 2, that is, the number of customer service messages from the same source (or the same main clue) within the preset time is 2.

[0087] In some optional implementations of this embodiment, after the user terminal processes the information processing request according to the reminder message, the information processing method further includes: updating event clue information corresponding to the information processing request in real time.

[0088] For example, the execution subject can update the main clue (or source) in the event clue information corresponding to the information processing request in real time to accurately determine the number of repeated consultations, thereby accurately handling the user's consultation issues and improving the user experience. For example, user 1 called customer service for the first time on April 26 by phone 177528****, modified and updated the main clue to the waybill number JD111111111, and consulted the information of the waybill number JD111111111. At this time, the number of repeated calls is 0, and the call is made on the same day, and statistical data is available the next day; user 1 called customer service for the second time on April 27 by phone 177528****, modified and updated the main clue to the waybill number JD111111111, and consulted the information of the waybill number JD111111111. At this time, the number of repeated calls is 1, where phone 1 and instant messaging software 0. The call was made on the same day, and statistical data was available the next day; User 1 called customer service for the third time via phone 177528**** on April 28, modified and updated the main clue to the waybill number JD111111111, and inquired about the information of waybill number JD111111111. At this time, the number of repeated calls was 2, of which 2 were phone calls and 0 were instant messaging software; User 1 called customer service for the third time via instant messaging software on April 29, modified and updated the main clue to the waybill number, JD111111111, and inquired about the information of waybill number JD111111111. At this time, the number of repeated calls was 3, of which 2 were phone calls and 1 was instant messaging software.

[0089] This embodiment receives an information processing request, obtains the event identifier in the information processing request, and then determines the corresponding event clue information; determines the clue type according to the event clue information; determines the number of repeated consultations based on the clue type and the event clue information; generates a corresponding reminder message according to the number of repeated consultations, matches the corresponding alarm processing method, and then sends the reminder message to the customer service end based on the alarm processing method, so that the customer service end processes the information processing request according to the reminder message. In this way, it is possible to promptly and effectively solve the problems that users have consulted but have not solved many times, and it can effectively help customer service agents determine whether the problems consulted by users need to be upgraded and matched with the corresponding alarm processing method to improve the speed of solving the user's consultation problems. By matching the corresponding alarm processing method according to the number of repeated consultations of users, it is possible to quickly solve the consultation problems of high-frequency users, while optimizing the user processing process and improving the user experience.

[0090] Figure 2 is a schematic diagram of the main flow of the information processing method according to the second embodiment of the present application, such as Figure 2 As shown, the information processing method includes:

[0091] Step S201, receiving an information processing request, obtaining an event identifier in the information processing request, and then determining corresponding event clue information.

[0092] Step S202: determine the clue type according to the event clue information.

[0093] The principles of steps S201 to S202 are similar to those of steps S101 to S102 and will not be described in detail herein.

[0094] Specifically, step S202 can also be implemented through steps S2021 to S2022:

[0095] Step S2021, determining the event location information in the event clue information.

[0096] After determining the event clue information, the execution subject can determine the event location information in the event clue information. Specifically, the event location information can be the information based on which the user communicates with the customer service system when making a phone call or through other real-time communication software. Based on the event location information, the transaction order that the user wants to query can be determined. The event location information can be, for example, the waybill number, order number, store ID, account number and other information. In other words, the execution subject queries the user's consultation questions based on the event location information. The event clue information contains the event location information and source.

[0097] Step S2022, determining the clue type according to the event location information.

[0098] The event location information may contain one clue or multiple clues. When the event location information contains multiple clues, the event location information may be a combination of a telephone clue and other clues. Specifically, other clues may include order numbers, waybill numbers, instant messaging software accounts, store unique identifiers, large waybill numbers, etc. When the event location information contains one clue, it may be only a telephone clue or only any one of the other clues. The execution subject may determine the clue type based on the main clue contained in the event location information. The clue type may include only telephone clues, telephone clues + other clues, and only other clues. When the main clue contained in the event location information includes only a mobile phone number, the clue type is a telephone clue. When the main clue contained in the event location information includes only a mobile phone number + an instant messaging software account, the clue type is a telephone clue + other clues. When the main clue contained in the event location information includes only an instant messaging software account, the clue type is only other clues. The execution subject may query and determine the number of times the user repeatedly calls in based on the determined clue type, and give corresponding reminders. The number of repeated calls is determined based on the number of seats for event message messages, which will not be repeated here.

[0099] Of course, the execution subject can also jointly determine the clue type based on the main clue and the clue source. The main clue can be, for example, a keyword, a key word or a key sentence in the event clue information. For example, when the clue source is a phone call and the main clue only has a phone number, the clue type is phone source + phone main clue. When the clue source is a phone call and the main clue includes a phone number + an instant messaging software account, the clue type is phone source + phone main clue + other main clues. When the clue source is a phone call and the main clue only has an instant messaging software account, the clue type is phone source + other main clues. Similarly, when the clue source is an instant messaging software and the main clue only has a phone number, the clue type is instant messaging software source + phone main clue. When the clue source is an instant messaging software and the main clue includes a phone number + an instant messaging software account, the clue type is instant messaging software source + phone main clue + other main clues. When the clue source is an instant messaging software and the main clue only has an instant messaging software account, the clue type is instant messaging software source + other main clues. The execution subject can obtain the number of repeated consultations corresponding to the clue type according to the determined clue type.

[0100] This embodiment determines the event location information in the event clue information and then determines the clue type, which can accurately determine the number of repeated consultations of users corresponding to the clue type, so as to quickly and effectively solve the problems of users' repeated consultations and improve the user experience.

[0101] Step S203, determining the number of repeated consultations based on the clue type and event clue information.

[0102] The principle of step S203 is similar to that of step S103 and will not be described in detail here.

[0103] Specifically, step S203 can also be implemented through steps S2031 to S2033:

[0104] Step S2031, determining the event source information in the event clue information.

[0105] The event source information may be a phone source or an instant messaging software source.

[0106] Step S2032, determining the number of customer service messages corresponding to the event identifier based on the event location information and event source information.

[0107] The execution entity can combine the event location information and the event source information to determine the number of repeated consultations by users under the combination, that is, the number of customer service messages left (each consultation by a user can be with the same customer service as the previous consultation or with a different customer service, and this application does not make specific restrictions on this). The execution entity can determine the number of customer service messages left by setting a time interval threshold for user consultations. The call is made on the same day, and statistical data will be available the next day. For example, on April 26, user 1 called customer service 1 with waybill number 1 (that is, the event location information, which is also the corresponding event identifier) ​​(that is, the event source information) to inquire about an unresolved issue; half an hour later, user 1 called customer service 1 with waybill number 1 and the issue was not resolved, then the number of customer service messages left by user 1 for waybill number 1 is 1. On April 27, user 1 called customer service 1 with waybill number 1 and the issue was not resolved, then the number of customer service messages left by user 1 for waybill number 1 is 2.

[0108] Step S2033, matching the number of customer service messages corresponding to each event source in the event source information, and then obtaining the number of repeated consultations corresponding to each event source.

[0109] After the execution subject determines the number of customer service messages corresponding to the event identifier based on the event location information and event source information, it can determine the number of customer service messages corresponding to each combination of event location information and the corresponding event source, and then obtain the number of repeated consultations corresponding to each event source. For example, 13 times from the phone source and 1 time from the instant messaging software source, after the execution subject obtains the number of repeated consultations corresponding to each event source, it can add up the number of repeated consultations corresponding to each event source to obtain the corresponding total number of repeated consultations, for example, 14 times, and then the execution subject can send the total number of repeated consultations and the number of repeated consultations corresponding to each event source as a reminder message to the customer service or display a pop-up window to remind the customer service who handles the consultation event.

[0110] For example, when the user consultation event is a scenario where the main clue event is a phone call, the execution subject can first calculate the total number of repeated consultations, for example, retrieve the event with the phone call as the main clue and the source is the phone (or phone number, the same throughout the text) (condition 1) + the event with the phone call but the main clue type is the order number, user account, waybill number, store ID, large waybill number, and the source is the phone and instant messaging software (condition 2) + the order number, account number, waybill number, store ID, large waybill number queried by condition 2 as the main clue and the source is the instant messaging software (condition 3) (the above events do not include carry-over events) The sum of the number of customer service messages minus the number of upgrade transfers is equal to the number of repeated consultations pushed for the current event. Among them, the number of customer service messages can be determined based on the internal employee number (ERP) of the enterprise, and the same ERP message is only counted once for multiple times. Among them, the carry-over event can be an event that is automatically deleted after exceeding the preset time. It can be understood that the automatic deletion here is synchronized to other systems. Among them, the upgrade transfer can be, for example: there are many types of customer service pools in the customer service system, which are distinguished according to the type of user consultation event, such as a customer service pool that can answer calls and a customer service pool that can handle user compensation. If the event currently handled by customer service A requires compensation, the execution entity can send the current event upgrade to the customer service pool that handles user compensation. The customer service pool that handles user compensation has corresponding customer service to handle such events. Among them, transfer, for example, if the current customer service needs to eat, the execution entity can transfer the event that needs to be handled urgently to the node corresponding to other customer service who does not need to eat, so that the customer service can continue to handle the user's problem.

[0111] Then, the executing entity can calculate the number of repeated consultations by phone. Specifically, it can be the above condition 1 + condition 2 (excluding carry-over events) minus the number of times the event is upgraded and transferred, with the number of customer service messages left minus the number of times the event is upgraded and transferred.

[0112] Then, the execution entity can calculate the number of repeated consultations of the instant messaging software. Specifically, it can be the number of all customer service messages corresponding to the event (excluding carry-over events) of condition 3 above minus the number of event upgrade and transfer times.

[0113] For example, when the user consultation event is a scenario where the main clue event is not a phone call, the execution entity can first calculate the total number of repeated consultations. Specifically, the execution entity can retrieve the number of messages left by the non-telephone clue event, such as the order number, waybill number, and the event source is a phone call and instant messaging software (excluding carry-over events) minus the number of upgrade transfers to obtain the total number of repeated consultations.

[0114] Then, the executing entity can calculate the number of repeated telephone consultations, that is, the executing entity can retrieve the number of events (excluding carried-over events) with the non-telephone clue event as the main clue and the source as telephone, and subtract the number of upgrade transfers from the number of messages left to obtain the number of repeated telephone consultations.

[0115] Then, the executing entity can calculate the number of repeated consultations of the instant messaging software, that is, the executing entity can retrieve the number of messages left by the event with the non-telephone as the main clue event and the source as the instant messaging software (excluding carried-over events) minus the number of upgrade transfers to obtain the number of repeated consultations of the instant messaging software.

[0116] After the above statistical analysis, the execution subject can obtain the number of repeated consultations corresponding to each time source and the total number of repeated consultations, and then push the statistical analysis results to elasticsearch (a storage system, i.e., a database), so that the execution subject can query elasticsearch statistics in real time, thereby accurately and quickly processing the events of user repeated consultations and improving user experience.

[0117] Step S204, generating a corresponding reminder message according to the number of repeated consultations, matching the corresponding alarm processing method, and then sending the reminder message to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

[0118] Specifically, before sending the reminder message to the client end based on the alarm processing method, the information processing method also includes: the execution subject can generate an asynchronous task based on the reminder message and the corresponding alarm processing method. Among them, the asynchronous task can be a task that sends the reminder message to the client end based on the alarm processing method. The execution subject can configure the execution time for the asynchronous task, and then store the asynchronous task in the asynchronous task table, and poll each asynchronous task in the asynchronous task table. In response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, the execution subject executes the asynchronous task that reaches the execution time, so as to send the reminder message to the user end based on the alarm processing method corresponding to the asynchronous task, so that the user end can perform automated alarm processing.

[0119] The principle of step S204 is similar to that of step S104 and will not be described in detail here.

[0120] As a general embodiment of the present application, the processing flow of the information processing method of the present application may include the following steps:

[0121] First, the BDP platform (BDP is a big data platform that integrates enterprise friendliness, stream computing, high availability and disaster recovery, and SQL on Hadoop. It aims to solve the problem of how big data can adapt to the growth environment of the enterprise and coexist with all aspects of the enterprise's existing ecosystem in the process of entering the enterprise. Quickly prepare enterprise-level big data capabilities to achieve data factory-style automated production) configures offline extraction tasks (each task can be an event that users consult repeatedly), and then performs data statistics by clues, types, event IDs, telephone numbers, and log types according to actual business statistical conditions. Then, the execution subject pushes the statistical offline data to elasticsearch, and then configures other regular task attributes and runs the task. Specifically, Mcss-web receives the browser's request, which can be a request triggered by the execution subject when it detects that the user repeatedly calls in to process the event that the user repeatedly calls in to consult. Then, Mcss-web can call Mcss-service to query the event clue information according to the event identifier in the request, so as to determine the source of the event (telephone source or instant messaging software source). When the event source is a phone call, the execution subject can call the message middleware Mcss-jmq to perform message processing call logic processing, perform message body parsing, and send a remote procedure call (RPC) request to analyze the event main clue corresponding to the event source. When the event source is an instant messaging software source, the execution subject can directly determine whether the main clue is a phone call or other non-phone clues (for example, instant messaging software, order number, waybill number, account number, store ID, large item waybill number, etc.). When the main clue of the event obtained according to the analysis is a phone call, instant messaging software, waybill number or order number, etc., the execution subject can query the number of repeated consultations corresponding to the source and the main clue in real time from the elasticsearch database (it can also be a mysql database, hbase database and other databases that can store data, and the database type is not specifically limited in this application), and then generate a corresponding log table, insert it into the elasticsearch database (it can also be a mysql database, hbase database and other databases that can store data, and the database type is not specifically limited in this application), wherein the log table stores the total number of repeated consultations corresponding to the source and the main clue and the number of repeated consultations for each source for subsequent query calls. Then, the execution subject can send a reminder message containing the total number of repeated consultations and the number of repeated consultations corresponding to each source to the front end to remind the customer service who handles the consultation event to handle the consultation event in a timely manner.Furthermore, the execution subject may add a monitoring information configuration table, mainly for different repeated consultation times, to start different business processing logics (start different alarm processing processes), such as sending customer service emails, sending customer service instant messaging software reminders, sending customer service supervisor (i.e., higher-level customer service) emails, sending customer service supervisor instant messaging software reminders, sending user text message notifications, etc. When the execution subject determines that the total number of repeated consultations exceeds the preset threshold according to the monitoring information configuration table, the execution subject may upgrade the consultation event, and then the execution subject may push the consultation event to the node corresponding to the higher-level customer service while sending the customer service email and the customer service instant messaging software reminder. The push method may be to send an email or an instant messaging software reminder to the higher-level customer service to speed up the processing of the consultation event and improve the user experience. Specifically, the content of the email sent may include the total number of repeated consultations for the user consultation event and the number of repeated consultations corresponding to each source. Specifically, the execution entity can also start a scheduled task, poll the statistical information of the elasticsearch database (it can also be a mysql database, hbase database, and other databases that can store data, and this application does not specifically limit the database type) in real time, and add automatic alarm processing to the repeated consultation statistical information and configuration information of the created consulting events (for example, it can be event clue information, such as main clues (such as telephone, instant messaging software, waybill number, order number, store ID, large waybill number, etc.), clue sources), so as to quickly and accurately handle user repeated consultation events and improve user experience. Of course, the execution entity can also classify and summarize consulting events for high-frequency callers, generate corresponding strategies based on the classification and summary results, and further prompt customer service to handle issues that need to be paid attention to in handling such consulting events, so as to optimize the customer service processing process and further improve user experience.

[0122] Figure 3 Schematic diagram of the application scenario of the information processing method according to the third embodiment of the present application. The information processing method of the present application can be applied to a customer service system where, when a user repeatedly calls in, the system cannot remind the user of the frequency of repeated calls, and cannot attract the attention of the customer service, so that the user's consultation problem cannot be solved in time. Figure 3As shown, the server 303 receives the information processing request 301, obtains the event identifier 302 in the information processing request 301, and then determines the corresponding event clue information 304. The server 303 determines the clue type 305 according to the event clue information 304. The server 303 determines the number of repeated consultations 306 based on the clue type 305 and the event clue information 304. The server 303 generates a corresponding reminder message 307 according to the number of repeated consultations 306, matches the corresponding alarm processing method 308, and then sends the reminder message 307 to the client terminal 309 based on the alarm processing method 308, so that the client terminal 309 processes the information processing request 301 according to the reminder message 307.

[0123] Figure 4 Schematic diagram of the main modules of the information processing device according to the embodiment of the present application. Figure 4 As shown, the information processing device includes a receiving unit 401, a clue type determination unit 402, a repeated consultation number determination unit 403 and a reminder unit 404.

[0124] The receiving unit 401 is configured to receive an information processing request, obtain an event identifier in the information processing request, and then determine corresponding event clue information.

[0125] The clue type determination unit 402 is configured to determine the clue type according to the event clue information.

[0126] The repeated consultation number determination unit 403 is configured to determine the repeated consultation number based on the clue type and the event clue information.

[0127] The reminder unit 404 is configured to generate a corresponding reminder message according to the number of repeated consultations, match the corresponding alarm processing method, and then send the reminder message to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

[0128] In some embodiments, the clue type determination unit 402 is further configured to: determine event location information in the event clue information; and determine the clue type according to the event location information.

[0129] In some embodiments, the repeated consultation number determination unit 403 is further configured to: determine the event source information in the event clue information; determine the number of customer service messages corresponding to the event identifier based on the event location information and the event source information; match the number of customer service messages corresponding to each event source in the event source information, and then obtain the repeated consultation number corresponding to each event source.

[0130] In some embodiments, the information processing device further includes Figure 4The updating unit not shown in the figure is configured to: query and update the number of customer service messages in real time; and update the event clue information corresponding to the information processing request in real time.

[0131] In some embodiments, the reminder unit 404 is further configured to: determine the total number of repeated consultations based on the number of repeated consultations corresponding to each event source; in response to determining that the total number of repeated consultations is greater than a first preset value, send a notification to the first service node and start a pop-up display.

[0132] In some embodiments, the reminder unit 404 is further configured to: in response to determining that the total number of repeated consultations is greater than a second preset value, send a notification to the first service node, the second service node, start a pop-up display and send a notification to the second service node via real-time communication software.

[0133] In some embodiments, the reminder unit 404 is further configured to: in response to determining that the total number of repeated consultations is greater than a third preset value, send a notification to the first service node, the second service node, start a pop-up display, send a notification to the second service node via real-time communication software, and send a text message notification.

[0134] In some embodiments, the reminder unit 404 is further configured to: generate an asynchronous task based on the reminder message and the corresponding alarm processing method; configure the execution time for the asynchronous task, and then store the asynchronous task in the asynchronous task table, and poll each asynchronous task in the asynchronous task table; in response to determining that the current time has reached the execution time corresponding to any asynchronous task in the asynchronous task table, execute the asynchronous task that has reached the execution time.

[0135] It should be noted that the information processing method and the information processing device of the present application have a corresponding relationship in terms of specific implementation contents, so the repeated contents will not be described again.

[0136] Figure 5 An exemplary system architecture 500 is shown to which an information processing method or an information processing device according to an embodiment of the present application can be applied.

[0137] like Figure 5 As shown, system architecture 500 may include terminal devices 501, 502, 503, a network 504 and a server 505. Network 504 is used to provide a medium for communication links between terminal devices 501, 502, 503 and server 505. Network 504 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0138] Users can use terminal devices 501, 502, 503 to interact with server 505 through network 504 to receive or send messages, etc. Various communication client applications can be installed on terminal devices 501, 502, 503, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc. (only for example).

[0139] The terminal devices 501, 502, 503 may be various electronic devices having a user consultation message processing screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, desktop computers, and the like.

[0140] Server 505 can be a server that provides various services, such as a background management server that provides support for information processing requests submitted by users using terminal devices 501, 502, and 503 (only as an example). The background management server can receive information processing requests, obtain event identifiers in the information processing requests, and then determine the corresponding event clue information; determine the clue type based on the event clue information; determine the number of repeated consultations based on the clue type and event clue information; generate corresponding reminder messages based on the number of repeated consultations, match the corresponding alarm processing methods, and then send reminder messages to the customer service end based on the alarm processing methods, so that the customer service end processes the information processing request according to the reminder message. In this way, unresolved problems that users have consulted for many times can be solved in a timely and effective manner, and customer service agents can be effectively helped to determine whether the problems consulted by users need to be upgraded and matched with the corresponding alarm processing methods to improve the speed of solving user consultation problems.

[0141] It should be noted that the information processing method provided in the embodiment of the present application is generally executed by the server 505 , and accordingly, the information processing device is generally set in the server 505 .

[0142] It should be understood that Figure 5 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to the implementation requirements.

[0143] Reference below Figure 6 , which shows a schematic diagram of the structure of a computer system 600 of a terminal device suitable for implementing an embodiment of the present application. Figure 6 The terminal device shown is merely an example and should not bring any limitation to the functions and scope of use of the embodiments of the present application.

[0144] like Figure 6As shown, the computer system 600 includes a central processing unit (CPU) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage part 608 into a random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the computer system 600 are also stored. The CPU 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0145] The following components are connected to the I / O interface 605: an input section 606 including a keyboard, a mouse, etc.; an output section 607 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 608 including a hard disk, etc.; and a communication section 609 including a network interface card such as a LAN card, a modem, etc. The communication section 609 performs communication processing via a network such as the Internet. A drive 610 is also connected to the I / O interface 605 as needed. A removable medium 611, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 610 as needed, so that a computer program read therefrom is installed into the storage section 608 as needed.

[0146] In particular, according to the embodiments disclosed in the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present application include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 609, and / or installed from the removable medium 611. When the computer program is executed by the central processing unit (CPU) 601, the above-mentioned functions defined in the system of the present application are executed.

[0147] It should be noted that the computer-readable medium shown in the present application may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present application, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In the present application, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. Computer-readable signal media may also be any computer-readable medium other than computer-readable storage media, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0148] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present application. In this regard, each box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the above-mentioned module, program segment or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0149] The units involved in the embodiments described in the present application may be implemented by software or hardware. The units described may also be set in a processor, for example, it may be described as: a processor includes a receiving unit, a clue type determination unit, a repeated consultation number determination unit and a reminder unit. The names of these units do not constitute limitations on the units themselves in some cases.

[0150] As another aspect, the present application also provides a computer-readable medium, which may be included in the device described in the above embodiment; or it may exist independently and not be assembled into the device. The above computer-readable medium carries one or more programs. When the above one or more programs are executed by a device, the device receives an information processing request, obtains an event identifier in the information processing request, and then determines the corresponding event clue information; determines the clue type according to the event clue information; determines the number of repeated consultations based on the clue type and the event clue information; generates a corresponding reminder message according to the number of repeated consultations, matches the corresponding alarm processing method, and then sends the reminder message to the customer service end based on the alarm processing method, so that the customer service end processes the information processing request according to the reminder message. In this way, the unresolved problems of users who have consulted for many times can be solved in a timely and effective manner, and the customer service agent can be effectively helped to determine whether the problems consulted by the user need to be upgraded and matched with the corresponding alarm processing method to improve the speed of solving the user's consultation problems.

[0151] According to the technical solution of the embodiment of the present application, by determining the frequency of users' repeated calls and selecting the corresponding alarm processing method according to the frequency of users' repeated calls to remind users of the frequency of their repeated calls, it is possible to promptly and effectively solve the unresolved problems of users who have consulted multiple times. It can effectively help customer service agents determine whether the problems consulted by users need to be upgraded and matched with the corresponding alarm processing method to improve the speed of solving user consultation problems.

[0152] The above specific implementations do not constitute a limitation on the protection scope of this application. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modifications, equivalent substitutions and improvements made within the spirit and principles of this application should be included in the protection scope of this application.

Claims

1. An information processing method, characterized in that: include: Receiving an information processing request, obtaining an event identifier in the information processing request, and then determining corresponding event clue information; Determine the clue type according to the event clue information, wherein the determining the clue type according to the event clue information includes: determining the main clue contained in the user consultation event from the event clue information, and determining the clue type based on the main clue, wherein the determining the clue type according to the event clue information includes: determining the event location information in the event clue information; determining the clue type according to the event location information; Based on the clue type and the event clue information, determine the number of repeated consultations, and subtract the number of upgrade transfers from the sum of the number of customer service messages corresponding to the clue type and the event clue information to equal the number of repeated consultations pushed for the current event; According to the number of repeated consultations, a corresponding reminder message is generated, and the corresponding alarm processing method is matched, and then based on the alarm processing method, the reminder message is sent to the client end, so that the client end processes the information processing request according to the reminder message.

2. The method according to claim 1, characterized in that The determining the number of repeated consultations based on the clue type and the event clue information includes: Determining event source information in the event clue information; Determine the number of customer service messages corresponding to the event identifier based on the event location information and event source information; The number of customer service messages corresponding to each event source in the event source information is matched, and the number of repeated consultations corresponding to each event source is obtained.

3. The method according to claim 2, characterized in that The method further comprises: Real-time query and update of the number of customer service messages left; and The event clue information corresponding to the information processing request is updated in real time.

4. The method according to claim 2, characterized in that: The alarm processing method corresponding to the match includes: Determine the total number of repeated consultations based on the number of repeated consultations corresponding to each event source; In response to determining that the total number of repeated consultations is greater than a first preset value, a notification is sent to the first service node and a pop-up window display is initiated.

5. The method according to claim 4, characterized in that The matching corresponding alarm processing method also includes: In response to determining that the total number of repeated consultations is greater than a second preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, and a notification is sent to the second service node via real-time communication software.

6. The method according to claim 5, characterized in that The matching corresponding alarm processing method also includes: In response to determining that the total number of repeated consultations is greater than a third preset value, a notification is sent to the first service node, the second service node, a pop-up window display is initiated, a notification is sent to the second service node via real-time communication software, and a text message notification is sent.

7. The method according to claim 1, characterized in that Before sending the reminder message to the client based on the alarm processing method, the method further includes: Generate an asynchronous task according to the reminder message and the corresponding alarm processing method; Configure execution time for the asynchronous task, store the asynchronous task in an asynchronous task table, and poll each asynchronous task in the asynchronous task table; In response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, the asynchronous task that reaches the execution time is executed.

8. An information processing device, characterized in that: include: A receiving unit configured to receive an information processing request, obtain an event identifier in the information processing request, and then determine corresponding event clue information; A clue type determination unit is configured to determine the clue type according to the event clue information, wherein the determining the clue type according to the event clue information comprises: determining the main clue contained in the user consultation event from the event clue information, and determining the clue type based on the main clue, wherein the clue type determination unit is further configured to determine the event location information in the event clue information; and determine the clue type according to the event location information; A repeated consultation number determination unit is configured to determine the repeated consultation number based on the clue type and the event clue information, and the sum of the number of customer service message messages corresponding to the clue type and the event clue information minus the number of escalation transfers is equal to the repeated consultation number pushed for the current event; The reminder unit is configured to generate a corresponding reminder message according to the number of repeated consultations, match the corresponding alarm processing method, and then send the reminder message to the client end based on the alarm processing method, so that the client end processes the information processing request according to the reminder message.

9. The device according to claim 8, characterized in that The repeated consultation number determination unit is further configured to: Determining event source information in the event clue information; Determine the number of customer service messages corresponding to the event identifier based on the event location information and event source information; The number of customer service messages corresponding to each event source in the event source information is matched, and the number of repeated consultations corresponding to each event source is obtained.

10. An information processing electronic device, characterized in that: include: one or more processors; a storage device for storing one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1 to 7.

11. A computer readable medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

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