A message processing method, apparatus, device, and storage medium

Abstract

The present invention discloses a message processing method, apparatus, device and storage medium. The method includes: a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message includes: a first customer identifier, a first customer service identifier, a first session information and status information, and the second message includes: a second customer identifier, a second customer service identifier, a second session information and status information; the core system stores the first message and the second message into a distributed cluster, so that the client system obtains the first message from the distributed cluster according to a first subscription information, and the customer service system obtains the second message from the distributed cluster according to a second subscription information. Through the technical solution of the present invention, the system performance, availability and scalability of the system can be improved.

Description

Technical Field

[0001] Embodiments of the present invention relate to the field of computer technology, and in particular, to a message processing method, apparatus, device, and storage medium. Background Art

[0002] In the context of Internet finance, a remote online customer service platform can provide a one-to-many interaction mode and support the integration of intelligent services, multimedia services, etc., providing customers with richer service channels and fully meeting customer needs. Currently, most remote online customer service platforms are based on the browser / server mode, mainly divided into four parts: First, the customer access end, which provides an entrance for customers to access the remote online platform and preliminarily processes and records relevant customer information; Second, the customer service access end, which provides a customer service platform for customer service personnel and supports customer service personnel to process customer needs in real time, such as text communication, video review, etc.; Third, the customer scheduling and message communication part, which provides functions such as customer queuing, customer service personnel allocation, and message management services; Fourth, the online customer service management end, which provides functions such as role and personnel management, parameter configuration, and post-event access to visitor records for managers.

[0003] The implementation method of the existing remote online customer service platform uses an interface call method based on the HTTP protocol to establish a connection with the background system in the customer access part; the customer service access part realizes the communication between the browser and the background system based on the JavaApplet and the Socket interface provided by Java. JavaApplet is a small application program written in the Java language that can be directly embedded in a browser web page and run, and then completes the communication with the server side through the Socket interface provided by Java. When scheduling customers, the first-come-first-served or longest waiting time first mode is used to allocate customer service personnel, and the session information is saved in the local memory of the server. Message management uses the JMS message management service. JMS is a Java Message Service application programming interface used to provide functions for message generation, sending, and receiving between Java applications.

[0004] The main advantage of the implementation method of the existing remote online platform is that the function is simple and direct, but the limitations are large, the scalability is poor, and it is difficult to adapt to the changing needs of actual applications. The implementation method of the existing remote online platform mainly has the following problems:

[0005] 1. The customer service access part realizes the communication between the browser and the background system based on JavaApplet, and JavaApplet is an obsolete technology that is becoming obsolete. At the same time, supporting JavaApplet requires installing a JVM plugin on the browser side, increasing the system usage cost.

[0006] 2. The customer scheduling modes based on first-come-first-served or longest waiting time first only consider a single attribute of customers, lack targeted scheduling for customers of different levels, and do not take into account the differences in service efficiency among different customer service staff.

[0007] 3. The customer and session information is stored in the local memory of the server and can only be used by the current server, and information sharing cannot be achieved among multiple servers, which limits the availability and scalability of the system.

[0008] 4. The method calls between modules are carried out in the way of RMI, with a relatively high coupling degree, and it is difficult to perform modular upgrade and transformation separately. Summary of the Invention

[0009] The embodiments of the present invention provide a message processing method, device, equipment and storage medium, which not only solve the problems of high system cost, relatively high coupling degree, and inability to achieve information sharing among multiple servers, which limit the availability and scalability of the system, but also solve the problems of only considering a single attribute of customers, lacking targeted scheduling for customers of different levels, and not taking into account the differences in service efficiency among different customer service staff, and can improve the system performance, availability and scalability of the system.

[0010] In the first aspect, the embodiments of the present invention provide a message processing method, including:

[0011] The core system receives a first message sent by the client system and a second message sent by the client service system, wherein the first message includes: a first customer identifier, a first customer service identifier, a first session information and status class information, and the second message includes: a second customer identifier, a second customer service identifier, a second session information and status class information;

[0012] The core system stores the first message and the second message into a distributed cluster, so that the client system obtains the first message from the distributed cluster according to the first subscription information, and the client service system obtains the second message from the distributed cluster according to the second subscription information.

[0013] Further, before the core system receives the first message sent by the client system and the second message sent by the client service system, it further includes:

[0014] The core system obtains a customer access instruction sent by at least one of the client systems, wherein the customer access instruction includes: interface information and customer information;

[0015] The core system determines the customer level according to the customer information;

[0016] The core system determines the target customer service according to the customer level and the interface information.

[0017] Further, the core system determines a target customer service according to the customer level and the interface information, including:

[0018] The core system determines a target skill customer service group according to the interface information;

[0019] Selects a target customer service from the target skill customer service group according to the customer level.

[0020] Further, the core system determines a target skill customer service group according to the interface information, including:

[0021] If the interface information carries a financial management identifier, the core system determines the financial management skill customer service group as the target skill customer service group;

[0022] If the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as the target skill customer service group.

[0023] Further, it further includes:

[0024] The core system obtains at least two skill customer service groups pre-established by the client system, where each skill customer service group includes: at least one customer service. If the same skill customer service group includes at least two customer services, the service priority of each customer service is determined according to the customer service information.

[0025] Further, it further includes:

[0026] When the core system receives a customer service status information modification instruction sent by the client system, it modifies the customer service status to the target status corresponding to the customer service status information modification instruction according to the instruction;

[0027] After sending a customer service status modification success instruction to the client system, the core system receives a query instruction sent by the client system;

[0028] The core system determines that the customer service status information is the first status according to the query instruction;

[0029] If the first status is the same as the target status, the client system determines that the customer service status modification is successful;

[0030] If the first status is different from the target status, a modification instruction is sent to the client system so that the client system modifies the customer service status information to the target status.

[0031] In a second aspect, an embodiment of the present invention further provides a message processing device, which includes: a core system, and the core system includes: a receiving module and a storage module;

[0032] The receiving module is configured to receive a first message sent by a client system and a second message sent by a customer service system. The first message includes: a first customer identifier, a first customer service identifier, first session information, and status information. The second message includes: a second customer identifier, a second customer service identifier, second session information, and status information;

[0033] The storage module is configured to store the first message and the second message in a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to first subscription information, and the customer service system can obtain the second message from the distributed cluster according to second subscription information.

[0034] Further, the core system further includes: an obtaining module, a first determining module, and a second determining module;

[0035] The obtaining module is configured to obtain at least one customer access instruction sent by the client system before the core system receives the first message sent by the client system and the second message sent by the customer service system. The customer access instruction includes: interface information and customer information;

[0036] The first determining module is configured to determine a customer level according to the customer information;

[0037] The second determining module is configured to determine a target customer service according to the customer level and the interface information.

[0038] In a third aspect, an embodiment of the present invention further provides an electronic device, including a memory, a processor, and a computer program stored on the memory and executable on the processor. When the processor executes the program, it implements the message processing method as described in any one of the embodiments of the present invention.

[0039] In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, it implements the message processing method as described in any one of the embodiments of the present invention.

[0040] In an embodiment of the present invention, the core system receives a first message sent by a client system and a second message sent by a customer service system. Wherein, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information. The core system stores the first message and the second message in a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the customer service system can obtain the second message from the distributed cluster according to the second subscription information. This not only solves the problems of high system cost, high coupling, and inability to share information between multiple servers, which limits the availability and scalability of the system, but also solves the problem of only considering the single attribute of the customer, lacking targeted scheduling for customers of different levels, and not considering the differences in service efficiency of different customer service personnel, and can improve the system performance, availability, and scalability of the system. BRIEF DESCRIPTION OF THE DRAWINGS

[0041] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following will briefly introduce the drawings required in the embodiments. It should be understood that the following drawings only show some embodiments of the present invention, and thus should not be regarded as limiting the scope. For those of ordinary skill in the art, other related drawings can be obtained based on these drawings without creative efforts.

[0042] Figure 1 is a flowchart of a message processing method in an embodiment of the present invention;

[0043] Figure 1a is a schematic diagram of the overall architecture of a remote online customer service platform in an embodiment of the present invention;

[0044] Figure 1b is a schematic diagram of the overall architecture of a message interaction system in an embodiment of the present invention;

[0045] Figure 1c is a schematic diagram of the overall architecture of a cache system in an embodiment of the present invention;

[0046] Figure 1d is a customer scheduling algorithm diagram in an embodiment of the present invention;

[0047] Figure 2 is a schematic diagram of the structure of a message processing device in an embodiment of the present invention;

[0048] Figure 3 is a schematic diagram of the structure of an electronic device in an embodiment of the present invention;

[0049] Figure 4It is a schematic structural diagram of a computer-readable storage medium including a computer program in an embodiment of the present invention. Detailed implementation manners

[0050] The present invention will be further described in detail below with reference to the accompanying drawings and embodiments. It can be understood that the specific embodiments described herein are only used to explain the present invention, rather than limiting the present invention. In addition, it should be noted that, for the sake of description, only parts related to the present invention rather than all structures are shown in the accompanying drawings. In addition, without conflict, the embodiments in the present invention and the features in the embodiments can be combined with each other.

[0051] Before discussing the exemplary embodiments in more detail, it should be mentioned that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although the flowcharts describe the operations (or steps) as sequential processes, many of the operations can be implemented in parallel, concurrently, or simultaneously. In addition, the order of the operations can be rearranged. The process can be terminated when its operations are completed, but it can also have additional steps not included in the drawings. The process can correspond to a method, a function, a procedure, a subroutine, a subprogram, etc. In addition, without conflict, the embodiments in the present invention and the features in the embodiments can be combined with each other.

[0052] The term "including" and its variants used in the present invention are open-ended, that is, "including but not limited to". The term "based on" means "at least partially based on". The term "an embodiment" means "at least one embodiment".

[0053] It should be noted that: similar reference numerals and letters indicate similar items in the following drawings. Therefore, once an item is defined in one drawing, it does not need to be further defined and explained in subsequent drawings. At the same time, in the description of the present invention, the terms "first", "second", etc. are only used for distinguishing descriptions, and cannot be understood as indicating or implying relative importance.

[0054] Figure 1 It is a flowchart of a message processing method provided for an embodiment of the present invention. This embodiment is applicable to the situation of message processing. This method can be executed by a message processing device in an embodiment of the present invention. The message processing device can be implemented in a software and / or hardware manner, such as Figure 1 As shown, the message processing method specifically includes the following steps:

[0055] S110, the core system receives a first message sent by the client system and a second message sent by the client system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information.

[0056] Among them, the first customer identifier and the second customer identifier may be the same or different, and the first customer service identifier and the second customer service identifier may be the same or different. For example, in the case of a single conversation, the first customer identifier and the second customer identifier are the same, and the first customer service identifier and the second customer service identifier are the same. In the case of different conversations, the first customer identifier and the second customer identifier may be the same or different, and the first customer service identifier and the second customer service identifier may be the same or different.

[0057] Among them, the first session information is the text information input by the customer during online chat with the customer service sent by the client system, and the second session information is the text information input by the customer service during online reply to the customer's questions sent by the customer service system.

[0058] Specifically, before the core system receives the first message sent by the client system and the second message sent by the customer service system, it further includes: the core system obtains at least one customer access instruction sent by the client system, where the customer access instruction includes: interface information and customer information; the core system determines the customer level according to the customer information; the core system determines the target customer service according to the customer level and the interface information. The core system sends the customer identifier and the customer service identifier corresponding to the target customer service to the client system and the customer service system. The client system obtains the first message from the distributed cluster according to the customer identifier and the customer service identifier corresponding to the target customer service, and the customer service system obtains the second message from the distributed cluster according to the customer identifier and the customer service identifier corresponding to the target customer service.

[0059] S120, the core system stores the first message and the second message in the distributed cluster, so that the client system obtains the first message from the distributed cluster according to the first subscription information, and the customer service system obtains the second message from the distributed cluster according to the second subscription information.

[0060] Among them, the first subscription information may be the customer identifier and the customer service identifier determined by the core system according to the customer access instruction. For example, the customer access instruction carries the customer identifier and the interface information, and the customer service identifier is determined according to the interface information. Or it may be that the customer access instruction carries the customer information and the interface information, where the customer information includes: the customer identifier, the customer level is determined according to the customer information, and the customer service identifier is determined according to the customer level and the interface information.

[0061] Specifically, the manner in which the core system stores the first message and the second message in the distributed cluster may be as follows: the core system stores the first message and the second message in the message queue through the message queue middleware, and stores the message queue in the distributed cluster.

[0062] Specifically, the client system and the customer service system respectively send messages to the core system. The core system generates messages to the message queue. The client system and the customer service system respectively consume the messages they subscribe to for relevant processing. In addition, the customer service system also consumes its own internally generated messages for some status synchronization, etc. Through the message queue middleware, message interaction between systems reduces the coupling between systems. The customer service system ensures the accuracy of the agent status through the write-back mechanism of spontaneously receiving and sending internal messages.

[0063] Optionally, before the core system receives the first message sent by the client system and the second message sent by the customer service system, it further includes:

[0064] The core system obtains at least one customer access instruction sent by the client system, where the customer access instruction includes: interface information and customer information;

[0065] The core system determines the customer level according to the customer information;

[0066] The core system determines the target customer service according to the customer level and the interface information.

[0067] Among them, the manner in which the core system determines the customer level according to the customer information may be: querying the database according to the customer identifier to obtain the customer level corresponding to the customer identifier; the manner in which the core system determines the customer level according to the customer information may also be: querying the database according to the customer information to obtain the customer level corresponding to the customer information. The embodiments of the present invention do not limit this.

[0068] Among them, the manner in which the core system determines the target customer service according to the customer level and the interface information may be: the core system determines the target skill customer service group according to the interface information, and selects the target customer service from the target skill customer service group according to the customer level. The manner in which the core system determines the target customer service according to the customer level and the interface information may also be: the core system determines the target skill customer service group according to the interface information, and determines the target customer service according to the priority of the customer service for the skill group, the maximum number of customers that can be received by the customer service in the skill group, and the customer level. The embodiments of the present invention do not limit this.

[0069] Specifically, such as Figure 1aAs shown, the generation method of the customer access instruction can be: the access instruction generated after the customer enters through online banking; the generation method of the customer access instruction can also be: the access instruction generated after the customer enters through the visitor entrance; the generation method of the customer access instruction can also be: the access instruction generated after the user enters through the mobile APP; the generation method of the customer access instruction can also be: the access instruction generated after the user enters through the chat application; the generation method of the customer access instruction can also be: the access instruction generated after the user enters through the VTM. The customer access instruction includes: interface information and customer information, and the core system performs customer scheduling according to the customer level and the interface information to determine the customer service identifier corresponding to the customer access instruction.

[0070] In an example, as Figure 1b and Figure 1c shown, the embodiment of the present invention proposes a design scheme for a Redis-based caching system and Session sharing. The client system obtains the customer service chat messages from the Redis cluster; the core system saves the agent status information, customer information, skill group information, queuing information, and session information in the distributed cluster, and uses the characteristics of Redis single-threading to implement distributed locks using the wrapped Redisson framework, adding distributed locks to add, delete, and modify the agent status, session information, and skill group information, solving the problem of single-point access of the core system and the problem of status synchronization during concurrent access; the client system and other systems such as the management system use Redis to save the agent login information and authentication information, and cache the hot data to reduce database access. The client system, the client system, and the management system save the Session information in Redis, realizing Session sharing. In a distributed environment, the browser can obtain the Session information when requesting any server, solving the problem that the traditional web system Session cannot be shared. All the information saved in Redis is set with an expiration time to prevent excessive memory occupation caused by the application being unable to delete, and at the same time, the Redis data is persisted to the disk using the Redis persistence mechanism to prevent accidental data loss.

[0071] Optionally, the core system determines the target customer service according to the customer level and the interface information, including:

[0072] The core system determines the target skill customer service group according to the interface information;

[0073] Select the target customer service from the target skill customer service group according to the customer level.

[0074] Specifically, the method for selecting the target customer service in the target skill customer service group according to the customer level may be as follows: If there is only one target skill customer service group, directly select the target customer service with the highest priority in the target skill customer service group according to the customer level; if there are two target skill customer service groups, determine the corresponding relationship between the customer service and the customer according to the priority of the customer service for the two target skill customer service groups and the maximum number of customers that the customer service in the target skill customer service group can receive.

[0075] Optionally, the core system determines the target skill customer service group according to the interface information, including:

[0076] If the interface information carries a financial management identifier, the core system determines the financial management skill customer service group as the target skill customer service group;

[0077] If the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as the target skill customer service group.

[0078] Optionally, it further includes:

[0079] The core system obtains at least two skill customer service groups pre-established by the client system. Among them, each skill customer service group includes at least one customer service. If the same skill customer service group includes at least two customer services, determine the service priority of each customer service according to the customer service information.

[0080] Optionally, it further includes:

[0081] When the core system receives the customer service status information modification instruction sent by the client system, modify the customer service status to the target status corresponding to the customer service status information modification instruction according to the customer service status information modification instruction;

[0082] After sending a customer service status modification success instruction to the client system, the core system receives the query instruction sent by the client system;

[0083] The core system determines that the customer service status information is the first status according to the query instruction;

[0084] If the first status is the same as the target status, the client system determines that the customer service status modification is successful;

[0085] If the first status is different from the target status, send a modification instruction to the client system to enable the client system to modify the customer service status information to the target status.

[0086] Specifically, the client system sends a customer service status information modification instruction to the core system, and modifies the customer service status to the target status corresponding to the customer service status information modification instruction according to the instruction. After the core system sends a customer service status modification success instruction to the client system, the core system receives a query instruction initiated by the client system. If the customer service status information is the same as the target status, it indicates that the customer service status modification is successful. If the customer service status information is different from the target status, the client will modify the customer service status information to the target status.

[0087] In an example, as Figure 1d shown, Figure 1d if 3 customers enter the line for each of skill group A, skill group B, and skill group C at the same time, the incoming line priority of skill group A is 2, and that of B and C is 1. The incoming line priority of skill group A > the incoming line priorities of skill group B and skill group C, and the incoming line priorities of skill group B and skill group C are the same. 2. Service reception volume of seat skill groups: 1 seat in skill group A can receive 3 customers, 1 seat in skill group B can receive 2 customers, and 1 seat in skill group C can receive 1 customer. Therefore, the 3 customers in skill group A will be preferentially assigned to the server to answer the call, followed by B and C. If seat A belongs to skill group A and skill group B, and the service priority of seat A for skill group A is higher than the service priority of seat A for skill group B, and one seat in skill group A can receive 3 customers, then the incoming line service situation of seat A is: receive 3 customers in skill group A. If seat B belongs to skill group B and skill group C, the service priority of seat B for skill group B is higher than the service priority of seat B for skill group C, one seat in skill group B can receive 2 customers, and one seat in skill group C can receive 1 customer, then the incoming line service situation of seat B is: receive 2 customers in skill group B. If seat C belongs to skill group A, skill group B, and skill group C, the service priority of seat C for skill group C is higher than the service priority of seat C for skill group B, the service priority of seat C for skill group B is higher than the service priority of seat C for skill group A, then the incoming line service situation of seat C is: receive 1 customer in skill group C and receive 1 customer in skill group B.

[0088] An embodiment of the present invention provides a customer scheduling algorithm based on the priority of customer service skills and the priority of skill services. Online customer service staff can configure multiple skill groups and adopt a one-to-many form for external services. Each skill group can have different skill priorities. At the same time, each customer service has different service priorities. Reasonably using different priorities can improve the service efficiency of customer service staff. The priority of customer service skills means that when the call volume is busy and multiple skill queues are queuing at the same time, the conversations of the skill groups with higher priorities will be preferentially assigned to the seats. This priority is based on the dimension of the skill group. The priority of skill services means that when the call volume is busy and multiple skills are queuing, when the system distributes the call volume to the seat end, it will refer to the priority of the skills possessed by the seat for distribution. This priority is based on the dimension of the customer service staff.

[0089] The technical solution of this embodiment receives a first message sent by the client system and a second message sent by the customer service system through the core system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information. The core system stores the first message and the second message in the distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the customer service system can obtain the second message from the distributed cluster according to the second subscription information. This not only solves the problems of high system cost, high coupling, and inability to share information between multiple servers, which limits the availability and scalability of the system, but also solves the problems of only considering the single attribute of the customer, lacking targeted scheduling for different levels of customers, and not considering the differences in the service efficiency of different customer service staff, and can improve the system performance, availability, and scalability of the system.

[0090] Figure 2 It is a schematic structural diagram of a message processing device provided by an embodiment of the present invention. This embodiment is applicable to the situation of message processing. The message processing device can be implemented in software and / or hardware, and the device can be integrated in any device that provides message processing functions, such as Figure 2 As shown, the message processing device specifically includes: a core system, and the core system includes: a receiving module 210 and a storage module 220.

[0091] Among them, the receiving module is used to receive a first message sent by the client system and a second message sent by the customer service system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information;

[0092] The storage module is used to store the first message and the second message into a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the client system can obtain the second message from the distributed cluster according to the second subscription information.

[0093] Optionally, the core system further includes: an acquisition module, a first determination module, and a second determination module;

[0094] The acquisition module is used to obtain at least one client access instruction sent by the client system before the core system receives the first message sent by the client system and the second message sent by the client system, where the client access instruction includes: interface information and client information;

[0095] The first determination module is used to determine the customer level according to the client information;

[0096] The second determination module is used to determine the target customer service according to the customer level and the interface information.

[0097] The above product can execute the method provided by any embodiment of the present invention, and has the corresponding functional modules and beneficial effects for executing the method.

[0098] The technical solution of this embodiment is that the core system receives the first message sent by the client system and the second message sent by the client system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information; the core system stores the first message and the second message into a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the client system can obtain the second message from the distributed cluster according to the second subscription information, which not only solves the problems of high system cost, high coupling, and inability to share information between multiple servers, which limits the availability and scalability of the system, but also solves the problem of only considering the single attribute of the customer, lacking targeted scheduling for different levels of customers, and not considering the differences in the service efficiency of different customer service personnel, and can improve the system performance, availability, and scalability of the system.

[0099] Figure 3 It is a schematic structural diagram of an electronic device provided in Embodiment 3 of the present invention. Figure 3 A block diagram of an electronic device 312 suitable for implementing the embodiments of the present invention is shown. Figure 3 The displayed electronic device 312 is only an example, and should not bring any restrictions to the functions and usage scopes of the embodiments of the present invention. The device 312 is a typical computing device with trajectory fitting function.

[0100] As Figure 3 shown, the electronic device 312 appears in the form of a general-purpose computing device. The components of the electronic device 312 may include, but are not limited to: one or more processors 316, a storage device 328, and a bus 318 that connects different system components (including the storage device 328 and the processor 316).

[0101] The bus 318 represents one or more of several types of bus structures, including a memory bus or a memory controller, a peripheral bus, a graphics acceleration port, a processor, or a local bus using any of the various bus structures. By way of example, these architectures include, but are not limited to, Industry Standard Architecture (ISA) bus, Micro Channel Architecture (MCA) bus, Enhanced ISA bus, Video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus.

[0102] The electronic device 312 typically includes a variety of computer system readable media. These media can be any available media that can be accessed by the electronic device 312, including volatile and non-volatile media, removable and non-removable media.

[0103] The storage device 328 may include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM) 330 and / or cache memory 332. The electronic device 312 may further include other removable / non-removable, volatile / non-volatile computer system storage media. By way of example only, a storage system 334 may be used for reading and writing on non-removable, non-volatile magnetic media ( Figure 3 not shown, commonly referred to as a "hard disk drive"). Although Figure 3Not shown in the figure, a disk drive for reading and writing a removable non-volatile disk (such as a "floppy disk") and an optical disk drive for reading and writing a removable non-volatile optical disk (such as a Compact Disc-Read Only Memory (CD-ROM), Digital Video Disc-Read Only Memory (DVD-ROM), or other optical media) can be provided. In these cases, each drive can be connected to the bus 318 through one or more data medium interfaces. The storage device 328 can include at least one program product having a set (such as at least one) of program modules configured to perform the functions of the embodiments of the present invention.

[0104] A program 336 having a set (at least one) of program modules 326 can be stored in, for example, the storage device 328. Such program modules 326 include, but are not limited to, an operating system, one or more application programs, other program modules, and program data. The implementation of a network environment may be included in each or some combination of these examples. The program modules 326 generally perform the functions and / or methods in the embodiments described in the present invention.

[0105] The electronic device 312 can also communicate with one or more external devices 314 (such as a keyboard, a pointing device, a camera, a display 324, etc.), and can also communicate with one or more devices that enable a user to interact with the electronic device 312, and / or communicate with any device that enables the electronic device 312 to communicate with one or more other computing devices (such as a network card, a modem, etc.). Such communication can be carried out through the input / output (I / O) interface 322. Moreover, the electronic device 312 can also communicate with one or more networks (such as a Local Area Network (LAN), a Wide Area Network (WAN), and / or a public network, such as the Internet) through the network adapter 320. As shown in the figure, the network adapter 320 communicates with other modules of the electronic device 312 through the bus 318. It should be understood that although not shown in the figure, other hardware and / or software modules can be used in combination with the electronic device 312, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, Redundant Arrays of Independent Disks (RAID) systems, tape drives, and data backup storage systems, etc.

[0106] The processor 316 executes various functional applications and data processing by running the programs stored in the storage device 328, for example, implementing the message processing method provided in the above embodiments of the present invention:

[0107] The core system receives a first message sent by the client system and a second message sent by the customer service system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information.

[0108] The core system stores the first message and the second message in a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the customer service system can obtain the second message from the distributed cluster according to the second subscription information.

[0109] Figure 4 It is a schematic structural diagram of a computer-readable storage medium containing a computer program in an embodiment of the present invention. An embodiment of the present invention provides a computer-readable storage medium 61, on which a computer program 610 is stored. When the program is executed by one or more processors, it implements the message processing method provided in all embodiments of the present application:

[0110] The core system receives a first message sent by the client system and a second message sent by the customer service system. Among them, the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information; the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information.

[0111] The core system stores the first message and the second message in a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to the first subscription information, and the customer service system can obtain the second message from the distributed cluster according to the second subscription information.

[0112] Any combination of one or more computer-readable media may be employed. A computer-readable medium may be a computer-readable signal medium or a computer-readable storage medium or any combination of the foregoing. A computer-readable storage medium may be, for example, but is not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer-readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, 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 disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer-readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

[0113] A computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, in which the computer-readable program code is carried. Such a propagated data signal may take any of a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing. The computer-readable signal medium may also be any computer-readable medium that is not a computer-readable storage medium and that can send, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.

[0114] The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

[0115] In some embodiments, the client, server may communicate using any currently known or later developed network protocol such as HTTP (Hyper Text Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include local area networks (“LANs”), wide area networks (“WANs”), the Internet (e.g., the World Wide Web), and end-to-end networks (e.g., ad hoc end-to-end networks), as well as any currently known or later developed networks.

[0116] The above-mentioned computer-readable media may be included in the above-mentioned electronic devices; or may exist separately without being assembled into the electronic devices.

[0117] Computer program code for performing the operations of the present invention may be written in one or more programming languages or combinations thereof. The programming languages include object-oriented programming languages such as Java, Smalltalk, C++, and also include conventional procedural programming languages - such as the "C" language or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, executed as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network including a local area network (LAN) or a wide area network (WAN), or, may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0118] The flowcharts and block diagrams in the accompanying drawings illustrate the possible architectures, functions, and operations of systems, methods, and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagram may represent a module, a segment of a program, or a part of code that contains one or more executable instructions for implementing the specified logical function. It should also be noted that in some alternative implementations, the functions noted in the blocks may occur in a different order than that noted in the accompanying drawings. For example, two consecutive blocks shown may actually be executed substantially in parallel, and they may sometimes be executed in the reverse order, depending on the functions involved. It should also be noted that each block in the block diagram and / or flowchart, and combinations of blocks in the block diagram and / or flowchart, may be implemented by a dedicated hardware-based system that performs the specified functions or operations, or may be implemented by a combination of dedicated hardware and computer instructions.

[0119] The units involved in the embodiments described in the present disclosure may be implemented in software or in hardware. Among them, the name of the unit does not constitute a limitation to the unit itself in some cases.

[0120] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGA), application specific integrated circuits (ASIC), application specific standard products (ASSP), system on a chip (SOC), complex programmable logic devices (CPLD), and so on.

[0121] In the context of the present disclosure, a machine-readable medium can be a tangible medium that can contain or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium can be a machine-readable signal medium or a machine-readable storage medium. The machine-readable medium can include, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, apparatus, or devices, or any suitable combination of the foregoing. More specific examples of the machine-readable storage medium would include an electrical connection based on 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 disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0122] Note that the above is only a preferred embodiment of the present invention and the applied technical principle. Those skilled in the art will understand that the present invention is not limited to the specific embodiments described herein, and various obvious changes, re-adjustments, and substitutions can be made by those skilled in the art without departing from the protection scope of the present invention. Therefore, although the present invention has been described in more detail through the above embodiments, the present invention is not limited to the above embodiments. Without departing from the concept of the present invention, more other equivalent embodiments can be included, and the scope of the present invention is determined by the scope of the appended claims.

Claims

1. A message processing method, characterized in that, Including: The core system obtains a customer access instruction sent by at least one client system, where the customer access instruction includes: interface information and customer information; The core system determines the customer level according to the customer information; The core system determines the target skill customer service group according to the interface information; The core system selects a target customer service from the target skill customer service group according to the customer level; The core system receives a first message sent by the client system and a second message sent by the customer service system, where the first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information, and the second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information; The core system stores the first message and the second message in a distributed cluster, so that the client system obtains the first message from the distributed cluster according to the first subscription information, and the customer service system obtains the second message from the distributed cluster according to the second subscription information; Wherein, the first subscription information is the customer identifier and the customer service identifier determined by the core system according to the customer access instruction.

2. The method according to claim 1, characterized in that, The core system determines the target skill customer service group according to the interface information, including: If the interface information carries a financial management identifier, the core system determines the financial management skill customer service group as the target skill customer service group; If the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as the target skill customer service group.

3. The method according to claim 2, characterized in that, Also including: The core system obtains at least two skill customer service groups pre-established by the customer service system, where each skill customer service group includes: at least one customer service, and if the same skill customer service group includes at least two customer services, the service priority of each customer service is determined according to the customer service information.

4. The method according to claim 1, characterized in that, Also including: When the core system receives a customer service status information modification instruction sent by the customer service system, it modifies the customer service status to the target status corresponding to the customer service status information modification instruction according to the customer service status information modification instruction; After sending a customer service status modification success instruction to the customer service system, the core system receives a query instruction sent by the customer service system; The core system determines that the customer service status information is the first status according to the query instruction; If the first status is the same as the target status, the customer service system determines that the customer service status modification is successful; If the first status is different from the target status, a modification instruction is sent to the customer service system, so that the customer service system modifies the customer service status information to the target status.

5. A message processing device, characterized in that, Including: A core system, where the core system includes: a receiving module, a storage module, an obtaining module, a first determination module, and a second determination module; The obtaining module is used to obtain a customer access instruction sent by at least one client system, where the customer access instruction includes: interface information and customer information; The first determination module is used to determine the customer level according to the customer information; The second determination module is used to determine the target skill customer service group according to the interface information; Select a target customer service from the target skill customer service group according to the customer level; The receiving module is configured to receive a first message sent by a client system and a second message sent by a customer service system. The first message includes: a first customer identifier, a first customer service identifier, a first session information, and status information. The second message includes: a second customer identifier, a second customer service identifier, a second session information, and status information; The storage module is configured to store the first message and the second message in a distributed cluster, so that the client system can obtain the first message from the distributed cluster according to a first subscription information, and the customer service system can obtain the second message from the distributed cluster according to a second subscription information. The first subscription information is the customer identifier and the customer service identifier determined by the core system according to the customer access instruction.

6. An electronic device, characterized in that, Comprising: One or more processors; A memory for storing one or more programs; When the one or more programs are executed by the one or more processors, the processors implement the method according to any one of claims 1-4.

7. A computer-readable storage medium containing a computer program, on which a computer program is stored, characterized in that, When the program is executed by one or more processors, it implements the method according to any one of claims 1-4.

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