Business distribution method, device and storage medium

Abstract

The embodiments of this specification relate to the field of artificial intelligence technology, and disclose a service allocation method, device, and storage medium. The method includes receiving a service interaction request sent by a user terminal as a target service interaction request to be allocated; obtaining the service waiting time of each customer service terminal when confirming that the target service interaction request needs to wait for access to a customer service terminal; the service waiting time is determined based on at least the pre-processing time of the service task to be processed corresponding to the corresponding customer service terminal; the service task corresponds to the service type; and determining the customer service terminal to which the target service interaction request is allocated based on the service waiting time of each customer service terminal. By using the various embodiments of this specification, the rationality of customer service terminal allocation can be improved, and the user experience can be improved.

Description

Technical Field

[0001] The present specification relates to the field of artificial intelligence technology, and in particular, to a service allocation method, device and storage medium. Background Art

[0002] The task allocation method provided by the existing telephone customer service system is mainly determined by the number of tasks currently waiting and the busyness of each customer service terminal. However, with the rapid development of banking business types, the number and complexity of online consultations in banks are gradually increasing. How to provide more accurate and efficient answers to improve customer satisfaction has become one of the technical problems that need to be solved urgently. Summary of the invention

[0003] The purpose of the embodiments of this specification is to provide a service allocation method, device and storage medium, which can improve the rationality of customer service terminal allocation and improve user experience.

[0004] This specification provides a service allocation method, device and storage medium which are implemented in the following ways:

[0005] A service allocation method, the method comprising: receiving a service interaction request sent by a user terminal as a target service interaction request to be allocated; obtaining the service waiting time of each customer service terminal when confirming that the target service interaction request needs to wait for access to a customer service terminal; the service waiting time is determined based on at least a preprocessing time of a service task to be processed corresponding to the corresponding customer service terminal; the service task corresponds to a service type; and determining the customer service terminal to which the target service interaction request is allocated based on the service waiting time of each customer service terminal.

[0006] In some other embodiments of the method provided in this specification, the business tasks to be processed include business tasks being processed by the customer service terminal and business tasks waiting to be processed.

[0007] In some other embodiments of the method provided in this specification, the preprocessing duration of the business task is determined in the following manner: taking any business task to be processed as a designated business task, obtaining the business type corresponding to the designated business task as the designated business type; obtaining business interaction requests containing the designated business type within a designated time length, and obtaining a business interaction request set corresponding to the designated business type; extracting the task processing duration of the designated business type for any business interaction request in the business interaction request set; for any business interaction request in the business interaction request set, configuring the duration weight of the designated business type for the business interaction request based on the time length from the business interaction request to the current moment; determining the task preprocessing duration of the designated business type according to the task processing time of the designated business type for any business interaction request in the business interaction request set and the corresponding duration weight; and using the task preprocessing duration of the designated business type as the preprocessing duration of the designated business task.

[0008] In some other embodiments of the method provided in this specification, the method also includes: after confirming that any business task of the target business interaction request is completed, using the business task as the target business task, and using the business type of the target business task as the target business type; updating the target business interaction request to the business interaction request set corresponding to the target business type to update the task preprocessing duration of the target business type.

[0009] In some other embodiments of the method provided in this specification, the method also includes: after confirming that any business task of the target business interaction request is completed, using the business task as the target business task; sending the processing time and preprocessing time of the target business task to the customer service terminal, so that the customer service terminal confirms whether to correct the task preprocessing time of the target business type corresponding to the target business task; receiving instructions fed back by the customer service terminal, and when the instructions contain time correction information, performing correction processing on the task preprocessing time of the target business type based on the time correction information.

[0010] In some other embodiments of the method provided in this specification, the service waiting time of the customer service terminal is determined in the following manner: the customer service terminal for which the service waiting time is to be determined is taken as the designated customer service terminal, and the remaining preprocessing time of the service task being processed by the designated customer service terminal and the preprocessing time of each business task waiting to be processed are obtained; and the sum of the remaining preprocessing time and the preprocessing time of each business task waiting to be processed is taken as the service waiting time of the designated customer service terminal.

[0011] In some other embodiments of the method provided in this specification, when the processed duration of the business task being processed is less than the preprocessing duration, the difference between the preprocessing duration and the processed duration of the business task being processed is used as the remaining preprocessing duration.

[0012] In some other embodiments of the method provided in the present specification, when the processed duration of the business task being processed is greater than or equal to the preprocessing duration, the preset duration value is used as the remaining preprocessing duration; and, after the time corresponding to the preset duration value has passed, when the status of the business task being processed is still incomplete, the preset duration value is re-used as the remaining preprocessing duration; and so on, until the status of the business task being processed is completed.

[0013] In some other embodiments of the method provided in this specification, when it is determined that the status of the business task being processed is completed, the remaining preprocessing time is reset to zero.

[0014] In some other embodiments of the method provided in this specification, determining the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal includes: based on the principle of shortest service waiting time, determining the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal.

[0015] In some other embodiments of the method provided in this specification, the customer service terminal to which the target service interaction request is assigned is determined according to the number of service interaction requests waiting for each customer service terminal and the service waiting time.

[0016] On the other hand, an embodiment of the present specification also provides a service allocation device, which is applied to a server; the device includes: a request receiving module, which is used to receive a service interaction request sent by a user terminal as a target service interaction request to be allocated; a waiting time acquisition module, which is used to obtain the service waiting time of each customer service terminal when it is confirmed that the target service interaction request needs to wait for access to the customer service terminal; the service waiting time is determined at least based on the pre-processing time of the service task that needs to be waited for processing corresponding to the corresponding customer service terminal; the business task corresponds to the service type; and an allocation module, which is used to determine the customer service terminal to which the target service interaction request is allocated based on the service waiting time of each customer service terminal.

[0017] In some other embodiments of the device provided in this specification, the device also includes a duration calculation module; wherein the duration calculation module includes: a business type determination unit, used to take any business task that needs to be processed as a designated business task, and obtain the business type corresponding to the designated business task as the designated business type; a request set acquisition unit, used to obtain business interaction requests containing the designated business type within a specified time length, and obtain a business interaction request set corresponding to the designated business type; a duration extraction unit, used to extract the task processing duration of the designated business type for any business interaction request in the business interaction request set; a weight configuration unit, used to configure the duration weight of the designated business type for any business interaction request in the business interaction request set based on the time length from the business interaction request to the current moment for any business interaction request in the business interaction request set; a preprocessing duration calculation unit, used to determine the task preprocessing duration of the designated business type according to the task processing duration of the designated business type for any business interaction request in the business interaction request set and the corresponding duration weight; and use the task preprocessing duration of the designated business type as the preprocessing duration of the designated business task.

[0018] In some other embodiments of the device provided in this specification, the device also includes: a reminder information sending module, which is used to use the business task as the target business task after confirming that any business task of the target business interaction request is completed; sending the processing time and preprocessing time of the target business task to the customer service terminal, so that the customer service terminal confirms whether to correct the task preprocessing time of the target business type corresponding to the target business task; an instruction receiving module, which is used to receive instructions fed back by the customer service terminal; and a duration correction module, which is used to perform correction processing on the task preprocessing time of the target business type based on the duration correction information when the instruction contains duration correction information.

[0019] On the other hand, an embodiment of the present specification further provides a computer-readable storage medium having computer instructions stored thereon, and the instructions, when executed, implement the steps of the method described in any one or more of the above embodiments.

[0020] The business allocation method, device and storage medium provided in one or more embodiments of this specification, the banking system involves a wide variety of businesses, and different businesses have different complexities and different processing times. By analyzing the processing time of business tasks corresponding to each business type, the pre-processing time of the corresponding business type in future business task processing is determined and stored. During the busy time period of business interaction requests, the server can determine the business waiting time of the corresponding customer service terminal based on the pre-processing time of the business tasks to be processed by each customer service terminal, and then allocate the customer service terminal based on the business waiting time. Through the above method, the business waiting time determination of the customer service terminal can be made more compatible with the actual business processing scenario, and the accuracy of the business waiting time determination can be improved. At the same time, the customer service terminal can also be allocated based on the business waiting time, so that the allocation is more reasonable, the efficiency of the business interaction request being accessed is improved, and the user's experience is improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0021] In order to more clearly illustrate the technical solutions in the embodiments of this specification or the prior art, the following briefly introduces the drawings required for use in the embodiments or the prior art description. Obviously, the drawings described below are only some embodiments recorded in this specification. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative labor. In the drawings:

[0022] Figure 1 A schematic diagram of the scenario interaction of the service allocation method provided in this specification;

[0023] Figure 2 A schematic diagram of a preprocessing time update process provided in this manual;

[0024] Figure 3 A schematic diagram of a preprocessing time update process provided in this manual;

[0025] Figure 4 A schematic diagram of the implementation process of the business allocation method provided in this specification;

[0026] Figure 5 This is a schematic diagram of the module structure of the service distribution device provided in this specification. DETAILED DESCRIPTION

[0027] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in one or more embodiments of this specification will be clearly and completely described below in conjunction with the drawings in one or more embodiments of this specification. Obviously, the described embodiments are only part of the embodiments of the specification, not all of the embodiments. Based on one or more embodiments of the specification, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the embodiments of this specification.

[0028] like Figure 1 As shown, in one scenario example of this specification, the service allocation method can be applied to a server. Figure 1 As shown, a user can initiate a service interaction request through a user terminal. The user terminal may be a smart terminal device such as a mobile phone or a smart watch. The server may receive the service interaction request sent by the user terminal, allocate a customer service terminal to the service interaction request, and send the service interaction request to the customer service terminal. After confirming that the service interaction request can be accessed, the customer service terminal may send an instruction to confirm access to the server, and the server may establish a communication link between the user terminal corresponding to the service interaction request and the customer service terminal that confirms access based on the instruction. Accordingly, the customer service terminal interacts with the user terminal to complete the processing of the service interaction request.

[0029] The business interaction request may include business information that the user needs to consult or assist in handling. The business interaction request may include a business type. The business type may be, for example, password modification, financial consulting, financial management, and the like. For example, a user may initiate a business interaction request by making a phone call; accordingly, after receiving the phone call made by the user, the server may send a business access information prompt to the user's user terminal, so that the user can select the business type to be consulted or assisted based on the business access information prompt. Alternatively, the user may also initiate a business interaction request through an application installed on the user terminal, and the interactive interface of the application may display a business access information prompt to the user, so that the user can select the business type to be consulted or assisted based on the business access information prompt. Of course, the above-mentioned business type selection method is only an example of preferred description, and those skilled in the art may configure the corresponding business type selection method according to the actual business scenario, which is not limited here.

[0030] The business processing of business interaction requests can be divided into different business tasks based on different business types. For example, business interaction request Q includes two business types, consultation on financial product A and handling of financial product A. The consultation on financial product A and handling of financial product A by the customer service terminal can be respectively regarded as two business tasks; business interaction request Q corresponds to two business tasks. Accordingly, each business interaction request corresponds to at least one business task, and each business task corresponds to a business type.

[0031] During busy business processing hours, each customer service terminal may be processing business tasks, and newly received business interaction requests may need to wait to access the customer service terminal. In this scenario example, the business waiting time of the corresponding customer service terminal can be determined in combination with the preprocessing time of the pending business tasks corresponding to the customer service terminal. The preprocessing time can be used to represent the expected processing time of the business task.

[0032] Preferably, the business tasks to be processed may include business tasks being processed by the customer service terminal and business tasks waiting to be processed. A business task start and end trigger mechanism may be configured in the customer service terminal. Based on this mechanism, after the customer service terminal establishes a communication link with the user terminal, the customer service terminal may record the start time of the business task when interacting with the user terminal to start a business task, and record the end time of the business task when the interaction of a business task is completed. For example, a business task start and end prompt box may be configured in the customer service terminal. When the business task starts and ends, the customer service staff may click on the task start and end prompt box to realize the recording of the start time and end time of the business task. Alternatively, the user may initiate an interactive start request for a business task through the user terminal, and the customer service terminal may record the time when the start request is received as the start time of the business task. When the business task is completed, the customer service terminal may send a confirmation reminder of the completion of the business task to the user terminal. After the user confirms that the business task is completed, a confirmation instruction may be sent through the user terminal, and the customer service terminal may record the time when the confirmation instruction is received as the end time of the business task.

[0033] Alternatively, the business tasks to be processed may also only include business tasks corresponding to business interaction requests waiting to be processed. For example, when the customer service terminal is not configured with a business task start and end trigger mechanism, the server may obtain the business interaction requests waiting to be processed from the customer service terminal, and use the sum of the pre-processing durations of the business tasks corresponding to the business interaction requests waiting to be processed as the business waiting time of the corresponding customer service terminal.

[0034] The processing time of business tasks of different business types is usually quite different. For example, the processing time of the business task corresponding to the business type "password modification" is usually shorter, while the processing time of the business task corresponding to the business type "handling a certain financial product" may be relatively longer. The pre-processing time of business tasks can be configured based on the business type to make the estimated processing time of business tasks more consistent with the actual business processing scenario and improve the accuracy of the pre-processing time assessment of business tasks.

[0035] In some implementations, the business type corresponding to the business task can be obtained, and the historical business tasks corresponding to the business type in the historical business processing process can be retrieved, and the task preprocessing duration of the corresponding business type can be estimated based on the actual business processing duration of the historical business tasks. Then, the task preprocessing duration of the business type is used as the preprocessing duration of the business task corresponding to the corresponding business type. For example, the average value of the actual business processing duration of the historical business tasks can be used as the task preprocessing duration of the corresponding business type, and then the preprocessing duration of the business task corresponding to the corresponding business type can be obtained. Alternatively, the preprocessing duration of the business tasks corresponding to each business type can be configured by business personnel based on experience.

[0036] In other implementations, the server may also estimate the preprocessing duration based on a combination of historical data and duration weight (the closer to the current moment, the higher the duration weight value), and the historical data may be taken from the past year, the past few months, or the same month of the previous year. For example, the preprocessing duration of the business task may be determined in the following manner:

[0037] Taking any business task to be processed as a designated business task, and obtaining a business type corresponding to the designated business task as a designated business type;

[0038] Acquire the service interaction requests containing the specified service type within a specified time length, and obtain a service interaction request set corresponding to the specified service type;

[0039] Extracting the task processing duration of the specified business type for any business interaction request in the business interaction request set;

[0040] For any service interaction request in the service interaction request set, configuring a duration weight of the specified service type for the service interaction request based on the time length from the service interaction request to the current time;

[0041] Determine the task preprocessing duration of the specified business type according to the task processing duration of the specified business type for any business interaction request in the business interaction request set and the corresponding duration weight;

[0042] The task preprocessing duration of the specified business type is used as the preprocessing duration of the specified business task.

[0043] If the actual processing time of each business task in history is recorded in the database, the server can directly read the business task of the specified business type for any business interaction request in the business interaction request set from the database, and extract the actual processing time of each business task as the task processing time of the specified business type for any business interaction request. If the actual processing time of each business task in history is not recorded in the database, the server can obtain business interaction requests that only include the specified business type to form a business interaction request set, and then can use the processing time of each business interaction request in the business interaction request set as the task processing time of the specified business type for the corresponding business interaction request.

[0044] The server can configure the duration weight based on the time length of each business interaction request from the current moment. With the development of technology, the closer the historical data is to the current moment, the greater the impact on the estimated result. Accordingly, the closer the business interaction request is to the current moment, the greater the duration weight corresponding to the time length can be configured to increase its impact on the result. For example, the following formula can be used to determine the task preprocessing duration of the specified business type:

[0045] T E =(t1×b1+t2×b2+…+t n ×b n ) / (b1+b2+…+b n )

[0046] Among them, T E Indicates the task preprocessing duration of the specified service type E, t1, t2, ..., t n b1, b2, ..., b n Respectively represent t1, t2, ..., t n The corresponding duration weight. Assume t1, t2, …, t n The time length from the corresponding business interaction request to the current time is gradually increasing, so b1, b2, ..., b n The value of is gradually reduced accordingly. By combining historical data and correcting the historical data, the estimation of the preprocessing time can be made more accurate.

[0047] Of course, the above implementations are only preferred examples. Technical personnel in the relevant field may also have other modified implementations inspired by the technical essence of the embodiments of this specification. However, as long as the functions and effects achieved are the same or similar, they should be included in the protection scope of this specification.

[0048] like Figure 2As shown, after confirming that any business task of the target business interaction request is completed, the task preprocessing duration of the business type corresponding to the business task can be updated. For example, the business task can be used as the target business task, and the business type of the target business task can be used as the target business type. Then, the target business interaction request is updated to the business interaction request set corresponding to the target business type, so as to update the task preprocessing duration of the target business type corresponding to the target business task based on the above implementation. Afterwards, after receiving the business processing request containing the target business type, the server can directly obtain the task preprocessing duration of the target business type as the preprocessing duration of the business task of the target business type corresponding to the newly received business processing request.

[0049] Alternatively, the server may also extract the service interaction requests of a certain service type within the time interval after a certain period of time, and update them into the service interaction request set to calculate the task preprocessing duration of the corresponding service type. The calculation method may refer to the above implementation.

[0050] Or, if Figure 3 As shown, the server can also send the processing time and preprocessing time of the target business task to the customer service terminal, so that the customer service terminal can confirm whether to modify the task preprocessing time of the target business type corresponding to the target business task. The server can receive the instruction fed back by the customer service terminal, and if the instruction contains the time modification information, perform modification processing on the task preprocessing time of the target business type based on the time modification information.

[0051] For example, the preprocessing duration of a certain business task is 30 seconds, and the actual processing duration of the business task in the target business interaction request is 50 seconds. After the processing is completed, the server sends the above preprocessing duration (30 seconds) and processing duration (50 seconds) to the customer service terminal, and the customer service terminal displays them to the customer service staff and prompts the customer service staff whether to make corrections. The customer service terminal can feedback instructions to the server based on the trigger of the customer service staff. If the customer service staff selects "yes", the instruction contains duration correction information, and the task preprocessing duration of the target business type is corrected based on the duration correction information. The duration correction information may include the corrected duration input by the customer service staff, and the server may use the corrected duration as the task preprocessing duration of the target business type. The duration correction information may also include a correction direction, and the server may take the method of increasing or decreasing 1 second each time based on the correction direction to correct the task preprocessing duration of the target business type. If the customer service staff selects "no", the server may not perform correction processing on the task preprocessing duration of the target business type according to the corresponding instruction.

[0052] In some embodiments, when the business tasks to be processed include business tasks being processed by the customer service terminal and business tasks waiting to be processed, the server can use the customer service terminal for which the business waiting time is to be determined as the designated customer service terminal, obtain the remaining preprocessing time of the business tasks being processed by the designated customer service terminal and the preprocessing time of each business task waiting to be processed; and use the sum of the remaining preprocessing time and the preprocessing time of each business task waiting to be processed as the business waiting time of the designated customer service terminal.

[0053] For example, it is assumed that the designated customer service terminal S corresponds to a business interaction request Q1 being processed and a business interaction request Q2 waiting to be processed. It is assumed that the business interaction request Q1 corresponds to business tasks R1 and R2, and the business interaction request Q2 corresponds to business tasks R3 and R4. It is assumed that the business task R1 is being processed, and R2, R3, and R4 are business tasks waiting to be processed. The preprocessing durations T1, T2, T3, and T4 of R1, R2, R3, and R4 can be obtained, and the preprocessing durations of R1, R2, R3, and R4 can be determined with reference to the above implementation.

[0054] The server may also obtain the processed duration T1′ of the business task R1, and determine whether the processed duration T1′ is less than the preprocessing duration T1. In the case where the processed duration of the business task being processed is less than the preprocessing duration, the difference ΔT between the preprocessing duration T1 and the processed duration T1′ of the business task being processed R1 may be used as the remaining preprocessing duration. Accordingly, the remaining preprocessing duration is ΔT.

[0055] When the processed time T1′ of the business task R1 being processed is greater than or equal to the preprocessing time T1, the preset time value ΔT′ is used as the remaining preprocessing time. Accordingly, the remaining preprocessing time is ΔT′. The size of the preset time value ΔT′ can be set as needed, such as 10 seconds, 15 seconds, etc.

[0056] After the time corresponding to the preset duration ΔT′ has passed, if the status of the business task R1 being processed is still unfinished, the server can re-use the preset duration ΔT′ as the remaining preprocessing duration, and so on, until the status of the business task R1 being processed is completed.

[0057] When it is determined that the status of the service task R1 being processed is completed, the server may reset the remaining preprocessing time to zero, for example, directly configuring the value of ΔT or ΔT′ to be zero.

[0058] The server may use the sum of the remaining preprocessing time ΔT or ΔT′ and the preprocessing time T2, T3, T4 of each service task R2, R3, R4 waiting to be processed as the service waiting time T of the designated customer service terminal S. S Correspondingly, T S =ΔT+T2+T3+T4, or T S =ΔT′+T2+T3+T4.

[0059] When a business task is completed or a new business interaction request comes in, the server can update the T S The value of .

[0060] The server may determine the service waiting time of each customer service terminal in the above manner. Based on the principle of shortest service waiting time, the customer service terminal to which the target service interaction request is assigned may be determined according to the service waiting time of each customer service terminal. By using the customer service terminal with the shortest service waiting time as the customer service terminal to which the target service interaction request is assigned, the target service interaction request may be processed as quickly as possible.

[0061] Alternatively, the server may further determine the customer service terminal to which the target service interaction request is assigned in combination with the number of service interaction requests waiting for each customer service terminal and the service waiting time. Of course, the server may also refer to other factors to assign the customer service terminal to the target service interaction request, such as further referring to the rating level of each service customer service staff, the VIP level of the user, etc.

[0062] There are many types of businesses involved in the banking system, and different businesses have different complexities and require different processing times. By analyzing the processing time of business tasks corresponding to different business types, the pre-processing time of the corresponding business type in future business task processing is determined and stored. During the busy time period of business interaction requests, the server can determine the business waiting time of the corresponding customer service terminal based on the pre-processing time of the business tasks to be processed by each customer service terminal, and then allocate the customer service terminal based on the business waiting time. Through the above method, the business waiting time determination of the customer service terminal can be made more compatible with the actual business processing scenario, and the accuracy of the business waiting time determination can be improved. At the same time, the customer service terminal can also be allocated based on the business waiting time, so that the allocation is more reasonable and the efficiency of the access of business interaction requests is improved.

[0063] Furthermore, based on the customer service staff's feedback on the business task processing time or the actual processing of the business tasks, the pre-processing time of each business type in future business task processing can be corrected in real time or periodically, so that the business waiting time of each customer service terminal can be more closely matched with the actual business processing.

[0064] Based on the above scenario example, this specification embodiment also provides a service allocation method. Figure 4 As shown, the method may include the following steps:

[0065] S40: receiving a service interaction request sent by a user terminal as a target service interaction request to be allocated;

[0066] S42: when it is confirmed that the target service interaction request needs to wait for access to the customer service terminal, obtaining the service waiting time of each customer service terminal; the service waiting time is determined based on at least the pre-processing time of the to-be-processed service task corresponding to the corresponding customer service terminal; the service task corresponds to the service type;

[0067] S44: Determine the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal.

[0068] In other embodiments, the business tasks to be processed include business tasks being processed by the customer service terminal and business tasks waiting to be processed.

[0069] In some other embodiments, the preprocessing duration of the business task is determined in the following manner:

[0070] Taking any business task to be processed as a designated business task, and obtaining a business type corresponding to the designated business task as a designated business type;

[0071] Acquire the service interaction requests containing the specified service type within a specified time length, and obtain a service interaction request set corresponding to the specified service type;

[0072] Extracting the task processing duration of the specified business type for any business interaction request in the business interaction request set;

[0073] For any service interaction request in the service interaction request set, configuring a duration weight of the specified service type for the service interaction request based on the time length from the service interaction request to the current time;

[0074] Determine the task preprocessing duration of the specified business type according to the task processing duration of the specified business type for any business interaction request in the business interaction request set and the corresponding duration weight;

[0075] The task preprocessing duration of the specified business type is used as the preprocessing duration of the specified business task.

[0076] In other embodiments, the server may take the business task as the target business task and the business type of the target business task as the target business type; update the target business interaction request to the business interaction request set corresponding to the target business type to update the task preprocessing duration of the target business type.

[0077] In other embodiments, the server may, after confirming the completion of any business task of the target business interaction request, use the business task as the target business task; send the processing time and preprocessing time of the target business task to the customer service terminal, so that the customer service terminal confirms whether to correct the task preprocessing time of the target business type corresponding to the target business task; receive instructions fed back by the customer service terminal, and if the instructions contain time correction information, perform correction processing on the task preprocessing time of the target business type based on the time correction information.

[0078] In some other embodiments, the service waiting time of the customer service terminal is determined in the following manner: the customer service terminal for which the service waiting time is to be determined is used as the designated customer service terminal, and the remaining preprocessing time of the service task being processed by the designated customer service terminal and the preprocessing time of each business task waiting to be processed are obtained; the sum of the remaining preprocessing time and the preprocessing time of each business task waiting to be processed is used as the service waiting time of the designated customer service terminal.

[0079] In other embodiments, when the processed duration of the business task being processed is less than the preprocessing duration, the server may use the difference between the preprocessing duration and the processed duration of the business task being processed as the remaining preprocessing duration.

[0080] In other embodiments, when the processed duration of the business task being processed is greater than or equal to the preprocessing duration, the server may use a preset duration value as the remaining preprocessing duration; and, after the time corresponding to the preset duration value has passed, if the status of the business task being processed is still incomplete, the server may re-use the preset duration value as the remaining preprocessing duration; and so on, until the status of the business task being processed is completed.

[0081] In some other embodiments, when it is determined that the status of the business task being processed is completed, the server may reset the remaining preprocessing time to zero.

[0082] In other embodiments, determining the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal includes: determining the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal based on the principle of shortest service waiting time.

[0083] In some other embodiments, the server may determine the customer service terminal to which the target service interaction request is assigned according to the number of service interaction requests waiting for each customer service terminal and the service waiting time.

[0084] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. For details, please refer to the description of the above-mentioned related processing related embodiments, and no further description is given here.

[0085] The above is a description of a specific embodiment of the specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recorded in the claims can be performed in an order different from that in the embodiments and still achieve the desired results. In addition, the processes depicted in the drawings do not necessarily require the specific order or continuous order shown to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0086] Figure 5 A schematic diagram of the module structure of a service distribution device provided in the specification is shown as follows: Figure 5 As shown, the service allocation device may include the following modules: a request receiving module 50, used to receive a service interaction request sent by a user terminal as a target service interaction request to be allocated; a waiting time acquisition module 52, used to obtain the service waiting time of each customer service terminal when it is confirmed that the target service interaction request needs to wait for access to the customer service terminal; the service waiting time is determined at least based on the preprocessing time of the service task that needs to be waited for processing corresponding to the corresponding customer service terminal; the service task corresponds to the service type; an allocation module 54, used to determine the customer service terminal to which the target service interaction request is allocated based on the service waiting time of each customer service terminal.

[0087] In other embodiments, the business tasks to be processed include business tasks being processed by the customer service terminal and business tasks waiting to be processed.

[0088] In some other embodiments, the device further includes a duration calculation module; wherein the duration calculation module includes:

[0089] A business type determination unit, configured to take any business task to be processed as a designated business task, and obtain a business type corresponding to the designated business task as the designated business type;

[0090] A request set acquisition unit, configured to acquire service interaction requests containing the specified service type within a specified time length, and obtain a service interaction request set corresponding to the specified service type;

[0091] A duration extraction unit, used to extract the task processing duration of the specified service type for any service interaction request in the service interaction request set;

[0092] A weight configuration unit, configured to configure, for any service interaction request in the service interaction request set, a duration weight of the specified service type for the service interaction request based on the time length from the service interaction request to the current moment;

[0093] A preprocessing duration calculation unit is used to determine the task preprocessing duration of the specified business type according to the task processing duration of any business interaction request in the business interaction request set of the specified business type and the corresponding duration weight; and use the task preprocessing duration of the specified business type as the preprocessing duration of the specified business task.

[0094] In some other embodiments, the device also includes: a duration correction module, which is used to, after confirming that any business task of the target business interaction request is completed, use the business task as the target business task and the business type of the target business task as the target business type; and update the target business interaction request to the business interaction request set corresponding to the target business type to update the task preprocessing duration of the target business type.

[0095] In some other embodiments, the device further comprises:

[0096] The reminder information sending module is used to, after confirming that any business task of the target business interaction request is completed, take the business task as the target business task; send the processing time and preprocessing time of the target business task to the customer service terminal, so that the customer service terminal confirms whether to modify the task preprocessing time of the target business type corresponding to the target business task;

[0097] An instruction receiving module, used to receive instructions fed back by the customer service terminal;

[0098] The duration correction module is further configured to, when the instruction includes duration correction information, perform correction processing on the task preprocessing duration of the target business type based on the duration correction information.

[0099] In some other embodiments, the device also includes a waiting time calculation module, which is used to take the customer service terminal for which the service waiting time is to be determined as the designated customer service terminal, obtain the remaining preprocessing time of the service task being processed by the designated customer service terminal and the preprocessing time of each business task waiting to be processed; and take the sum of the remaining preprocessing time and the preprocessing time of each business task waiting to be processed as the service waiting time of the designated customer service terminal.

[0100] In other embodiments, the waiting time calculation module is also used to use the difference between the preprocessing time and the processed time of the business task being processed as the remaining preprocessing time when the processed time of the business task being processed is less than the preprocessing time.

[0101] In some other embodiments, the waiting time calculation module is also used to use a preset time value as the remaining preprocessing time when the processed time of the business task being processed is greater than or equal to the preprocessing time; and, after the time corresponding to the preset time value has passed, if the status of the business task being processed is still incomplete, re-use the preset time value as the remaining preprocessing time; and so on, until the status of the business task being processed is completed.

[0102] In some other embodiments, the waiting time calculation module is further used to reset the remaining preprocessing time to zero when it is determined that the status of the business task being processed is completed.

[0103] In some other embodiments, the allocation module is further configured to determine the customer service terminal to which the target service interaction request is allocated based on the principle of shortest service waiting time and according to the service waiting time of each customer service terminal.

[0104] In some other embodiments, the allocation module is further used to determine the customer service terminal to which the target service interaction request is allocated according to the number of service interaction requests waiting for each customer service terminal and the service waiting time.

[0105] It should be noted that the above-mentioned device may also include other implementations according to the description of the method embodiment. The specific implementation methods can refer to the description of the relevant method embodiment, and will not be described one by one here.

[0106] The embodiments of this specification also provide a computer-readable storage medium on which computer instructions are stored, and when the instructions are executed, the steps of the method described in any one or more of the above embodiments are implemented. The storage medium may include a physical device for storing information, which is usually to digitize the information and then store it in a medium using electrical, magnetic or optical methods. The storage medium may include: devices that store information using electrical energy, such as various types of memories, such as RAM, ROM, etc.; devices that store information using magnetic energy, such as hard disks, floppy disks, magnetic tapes, magnetic core memories, bubble memories, and U disks; devices that store information optically, such as CDs or DVDs. Of course, there are other types of readable storage media, such as quantum memories, graphene memories, and so on.

[0107] It should be noted that the embodiments of this specification are not limited to the situations that must comply with the standard data model / template or the embodiments of this specification. Certain industry standards or slightly modified implementation plans based on the implementation described in the custom method or the embodiment can also achieve the same, equivalent or similar, or predictable implementation effects after deformation of the above-mentioned embodiments. The embodiments obtained by using these modified or deformed data acquisition, storage, judgment, processing methods, etc. can still fall within the scope of the optional implementation plans of this specification.

[0108] Each embodiment in this specification is described in a progressive manner, and the same and similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment. In the description of this specification, the description of the reference terms "one embodiment", "some embodiments", "example", "specific example", or "some examples" means that the specific features, structures, materials or characteristics described in conjunction with the embodiment or example are included in at least one embodiment or example of this specification. In this specification, the schematic representation of the above terms does not necessarily target the same embodiment or example. Moreover, the specific features, structures, materials or characteristics described can be combined in any one or more embodiments or examples in a suitable manner. In addition, in the absence of contradiction, a person skilled in the art can combine and combine the different embodiments or examples described in this specification and the features of different embodiments or examples.

[0109] The above description is only an embodiment of the present specification and is not intended to limit the present specification. For those skilled in the art, the present specification may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present specification shall be included in the scope of the claims of the present specification.

Claims

1. A service allocation method, characterized in that: Applied to a server; the method comprises: receiving a service interaction request sent by a user terminal as a target service interaction request to be allocated; When it is confirmed that the target service interaction request needs to wait for access to the customer service terminal, the service waiting time of each customer service terminal is obtained; the service waiting time is determined based on at least the pre-processing time of the to-be-processed service task corresponding to the corresponding customer service terminal; the service task corresponds to the service type; Determining the customer service terminal to which the target service interaction request is assigned based on the service waiting time of each customer service terminal; After confirming that any business task of the target business interaction request is completed, the business task is used as the target business task; the actual processing time and preprocessing time of the target business task are sent to the customer service terminal, so that the customer service terminal confirms whether to correct the task preprocessing time of the target business type corresponding to the target business task; receiving the instruction fed back by the customer service terminal, and if the instruction contains time correction information, performing correction processing on the task preprocessing time of the target business type based on the time correction information, and using the corrected time as the task preprocessing time of the target business type corresponding to the target business task; The preprocessing duration of the business task is determined in the following manner: Take any business task to be processed as a designated business task, and obtain the business type corresponding to the designated business task as the designated business type; obtain business interaction requests containing the designated business type within a designated time length, and obtain a business interaction request set corresponding to the designated business type, wherein the business interaction request set includes business interaction requests corresponding to historical business tasks corresponding to historical business processing processes; extract the task processing duration of the designated business type for any business interaction request in the business interaction request set, and the task processing duration of any business interaction request in the business interaction request set is the actual processing duration of the historical business task; for any business interaction request in the business interaction request set, configure the duration weight of the designated business type for the business interaction request based on the time length from the business interaction request to the current moment; determine the task preprocessing duration of the designated business type according to the following formula: T E =( t 1 × b 1 + t 2 × b 2 +…+ t n × b n ) / ( b 1 + b 2 +…+ b n ),in, T E Indicates the specified business type E The task preprocessing time is t 1 , t 2 , …, t n Respectively indicate the specified business type E The task processing time for any business interaction request in the business interaction request set, b 1 , b 2 , …, b n Respectively t 1 , t 2 , …, t n The corresponding duration weight, t 1 , t 2 , …, t n The time length from the corresponding business interaction request to the current moment gradually increases. b 1 , b 2 , …, b n The value of is gradually reduced accordingly; the task preprocessing duration of the specified business type is used as the preprocessing duration of the specified business task; After confirming that any business task of the target business interaction request is completed, the business task is used as the target business task, and the business type of the target business task is used as the target business type; The target service interaction request is updated to a service interaction request set corresponding to the target service type, so as to update the task preprocessing duration of the target service type.

2. The method according to claim 1, characterized in that The business tasks to be processed include business tasks being processed by the customer service terminal and business tasks waiting to be processed.

3. The method according to claim 2, characterized in that The service waiting time of the customer service terminal is determined in the following manner: The customer service terminal whose service waiting time is to be determined is used as the designated customer service terminal, and the remaining preprocessing time of the service task being processed by the designated customer service terminal and the preprocessing time of each service task waiting to be processed are obtained; The sum of the remaining preprocessing time and the preprocessing time of each service task waiting to be processed is used as the service waiting time of the designated customer service terminal.

4. The method according to claim 3, characterized in that When the processed time of the business task being processed is less than the preprocessing time, the difference between the preprocessing time and the processed time of the business task being processed is used as the remaining preprocessing time.

5. The method according to claim 3, characterized in that: When the processed time of the business task being processed is greater than or equal to the preprocessing time, the preset time value is used as the remaining preprocessing time; And, after the time corresponding to the preset duration value has passed, if the status of the business task being processed is still unfinished, the preset duration value is re-used as the remaining preprocessing duration; And so on, until the status of the business task being processed is completed.

6. The method according to any one of claims 3 to 5, characterized in that: When it is determined that the status of the business task being processed is completed, the remaining preprocessing time is reset to zero.

7. The method according to claim 1, characterized in that The step of determining the customer service terminal to which the target service interaction request is assigned according to the service waiting time of each customer service terminal includes: Based on the principle of shortest service waiting time, the customer service terminal to which the target service interaction request is assigned is determined according to the service waiting time of each customer service terminal.

8. The method according to claim 1, characterized in that The customer service terminal to which the target service interaction request is assigned is determined according to the number of service interaction requests waiting for each customer service terminal and the service waiting time.

9. A service distribution device, characterized in that: Applied to a server; the device comprises: A request receiving module, used for receiving a service interaction request sent by a user terminal as a target service interaction request to be allocated; A waiting time acquisition module is used to acquire the service waiting time of each customer service terminal when confirming that the target service interaction request needs to wait for access to the customer service terminal; the service waiting time is determined based on at least the pre-processing time of the service task that needs to be waited for processing corresponding to the corresponding customer service terminal; the service task corresponds to the service type; An allocation module, configured to determine the customer service terminal to which the target service interaction request is allocated based on the service waiting time of each customer service terminal; The reminder information sending module is used to, after confirming that any business task of the target business interaction request is completed, use the business task as the target business task; send the actual processing time and pre-processing time of the target business task to the customer service terminal, so that the customer service terminal confirms whether to modify the task pre-processing time of the target business type corresponding to the target business task; An instruction receiving module, used to receive instructions fed back by the customer service terminal; a duration correction module, configured to, when the instruction includes duration correction information, perform correction processing on the task preprocessing duration of the target business type based on the duration correction information, and use the corrected duration as the task preprocessing duration of the target business type corresponding to the target business task; Duration calculation module; wherein, the duration calculation module includes: a business type determination unit, which is used to take any business task that needs to be processed as a designated business task, and obtain the business type corresponding to the designated business task as the designated business type; a request set acquisition unit, which is used to obtain business interaction requests containing the designated business type within a specified time length, and obtain a business interaction request set corresponding to the designated business type, wherein the business interaction request set includes business interaction requests corresponding to historical business tasks corresponding to historical business processing processes; a duration extraction unit, which is used to extract the task processing duration of the designated business type for any business interaction request in the business interaction request set, and the task processing duration of any business interaction request in the business interaction request set is the actual processing duration of the historical business task; a weight configuration unit, which is used to configure the duration weight of the designated business type for any business interaction request in the business interaction request set based on the time length from the business interaction request to the current time; a preprocessing duration calculation unit, which is used to determine the task preprocessing duration of the designated business type according to the following formula: T E =( t 1 × b 1 + t 2 × b 2 +…+ t n × b n ) / ( b 1 + b 2 +…+ b n ),in, T E Indicates the specified business type E The task preprocessing time is t 1 , t 2 , …, t n Respectively indicate the specified business type E The task processing time for any business interaction request in the business interaction request set, b 1 , b 2 , …, b n Respectively t 1 , t 2 , …, t n The corresponding duration weight, t 1 , t 2 , …, t n The time length from the corresponding business interaction request to the current moment gradually increases. b 1 , b 2 , …, b n The value of is gradually reduced accordingly; the task preprocessing duration of the specified business type is used as the preprocessing duration of the specified business task; The duration correction module is also used to, after confirming that any business task of the target business interaction request is completed, use the business task as the target business task and the business type of the target business task as the target business type; update the target business interaction request to the business interaction request set corresponding to the target business type, so as to update the task preprocessing duration of the target business type.

10. A computer-readable storage medium having computer instructions stored thereon, characterized in that: When the instructions are executed, the steps of the method according to any one of claims 1 to 8 are implemented.

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