Customer service resource allocation method and device, storage medium and computer device

Abstract

The customer service resource allocation method and device, the storage medium and the computer device provided by the application can first determine the entry request parameter of the business involved when the user triggers the artificial customer service request instruction, and then determine the connection queue matched with the entry request parameter. Since the artificial customer service in the connection queue matched with the entry request parameter is mainly used for processing the problems related to the business corresponding to the entry request parameter, after the connection queue is determined, the artificial customer service in the connection queue can be selected as the object for online communication with the user. In this way, the artificial customer service in different connection queues only needs to be trained with the business knowledge corresponding to the connection queue before work, without needing to master the business knowledge of the whole node, thereby greatly shortening the training period and adaptation process of the artificial customer service, and reducing the input cost of artificial resources to a certain extent.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of e-commerce operation, and in particular to a customer service resource allocation method and device, a storage medium and computer equipment. BACKGROUND

[0002] Generally, before a customer consults an artificial problem in an application program, the system will load the customer into an online communication system link customer service according to certain determination conditions, so as to achieve the purpose of online communication and help the customer to deal with pre-sale and after-sale problems.

[0003] The prior art mainly flows the customer into the total line bearing point first, and then automatically flows to the idle customer service according to the system configuration idle number of the line customer service, aiming at the problem of online shunting customer service. Since the shunting process is shunted by random line of customer service, the customer service personnel needs to master the full node business knowledge before on duty, and needs a long practical training and adaptation process after on duty, thereby resulting in high cost of human resource investment. SUMMARY

[0004] The present application aims to at least solve one of the above technical defects, in particular the technical defect that the customer service personnel needs to master the full node business knowledge before on duty, and needs a long practical training and adaptation process after on duty, thereby resulting in high cost of human resource investment in the prior art.

[0005] The present application provides a customer service resource allocation method, which comprises:

[0006] determining an entry request parameter of a business involved when a user triggers an artificial customer service request instruction;

[0007] determining a line queue matched with the entry request parameter, wherein the artificial customer service in the line queue matched with the entry request parameter is used to handle the problems related to the business corresponding to the entry request parameter;

[0008] selecting the artificial customer service in the line queue as an object for online communication with the user.

[0009] Optionally, the determination of the entry request parameter of the business involved when the user triggers the artificial customer service request instruction comprises:

[0010] determining a business involved when the user triggers the artificial customer service request instruction, wherein the involved business comprises a main application business and an auxiliary application business, and the main application business comprises a fixed business, a non-fixed business and a self-service customer service to artificial customer service business;

[0011] determining the corresponding entry request parameter according to the involved business.

[0012] Optionally, the corresponding entry request parameter determined according to the related business comprises:

[0013] If the related business is an affiliated application business, a business scenario of the affiliated application business is taken as the entry request parameter;

[0014] If the related business is a fixed business in the main application business, a business scenario of the fixed business is taken as the entry request parameter;

[0015] If the related business is a non-fixed business in the main application business, a commodity sales mode corresponding to the non-fixed business is taken as the entry request parameter;

[0016] If the related business is a self-service customer service to manual customer service business in the main application business, a question identifier corresponding to a question in the self-service customer service to manual customer service business is taken as the entry request parameter.

[0017] Optionally, if the entry request parameter is a commodity sales mode corresponding to the non-fixed business, a connection queue matched with the entry request parameter is determined, comprising:

[0018] A sales mode type of the commodity sales mode is determined;

[0019] If the sales mode type is a non-self-operated sales mode, a connection queue corresponding to the non-self-operated sales mode is determined;

[0020] If the sales mode is a self-operated sales mode, account information and order information of the user are acquired;

[0021] A to-be-asked question is pushed to the user according to the account information and the order information of the user;

[0022] A connection queue corresponding to the to-be-asked question selected by the user is determined.

[0023] The application further provides a customer service resource allocation device, comprising:

[0024] A first determination module is configured to determine an entry request parameter of a related business when a user triggers a manual customer service request instruction;

[0025] A second determination module is configured to determine a connection queue matched with the entry request parameter, wherein a manual customer service in the connection queue matched with the entry request parameter is used to process a problem related to the entry request parameter;

[0026] A customer service resource allocation module is configured to select the manual customer service in the connection queue as an object for online communication with the user.

[0027] Optionally, the first determining module comprises:

[0028] a service determining module configured to determine a service involved when the user triggers the artificial customer service request instruction, wherein the service involved comprises a main application service and an auxiliary application service, and the main application service comprises a fixed service, a non-fixed service and a self-service customer service to artificial customer service service;

[0029] a parameter determining module configured to determine a corresponding entry request parameter according to the service involved.

[0030] Optionally, the parameter determining module comprises:

[0031] a first parameter determining submodule configured to take a service scenario of the auxiliary application service as the entry request parameter if the service involved is the auxiliary application service;

[0032] a second parameter determining submodule configured to take a service scenario of the fixed service as the entry request parameter if the service involved is the fixed service in the main application service;

[0033] a third parameter determining submodule configured to take a corresponding commodity sales mode of the non-fixed service as the entry request parameter if the service involved is the non-fixed service in the main application service;

[0034] a fourth parameter determining submodule configured to take a problem identifier corresponding to a problem in the self-service customer service to artificial customer service service as the entry request parameter if the service involved is the self-service customer service to artificial customer service service.

[0035] Optionally, if the entry request parameter is the commodity sales mode corresponding to the non-fixed service, the second determining module comprises:

[0036] a type determining module configured to determine a sales mode type of the commodity sales mode;

[0037] a first queue determining module configured to determine a connection queue corresponding to the non-self-operated sales mode if the sales mode type is a non-self-operated sales mode;

[0038] an information obtaining module configured to obtain account information and order information of the user if the sales mode is a self-operated sales mode;

[0039] a question pushing module configured to push a to-be-asked question to the user according to the account information and the order information of the user;

[0040] a second queue determining module configured to determine a corresponding connection queue according to the to-be-asked question selected by the user.

[0041] The application further provides a storage medium, wherein computer readable instructions are stored in the storage medium, and the computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the steps of the customer service resource allocation method according to any one of the above embodiments.

[0042] The application further provides a computer device, wherein computer readable instructions are stored in the computer device, and the computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the steps of the customer service resource allocation method according to any one of the above embodiments.

[0043] From the above technical solutions, it can be seen that the embodiments of the application have the following advantages:

[0044] The customer service resource allocation method, device, storage medium and computer device provided by the application can determine the entry request parameter of the business related to the user triggered artificial customer service request instruction when the user triggered artificial customer service request instruction is received, and then determine the connection queue matched with the entry request parameter. Since the artificial customer service in the connection queue matched with the entry request parameter is mainly used for processing the problems related to the business corresponding to the entry request parameter, the artificial customer service in the connection queue can be selected as the object for online communication with the user after the connection queue is determined. In this way, the artificial customer service in different connection queues only needs to be trained with the business knowledge corresponding to the connection queue before work, without needing to master the business knowledge of the whole node, so that the training period and adaptation process of the artificial customer service are greatly shortened, and the input cost of artificial resources is reduced to a certain extent. BRIEF DESCRIPTION OF DRAWINGS

[0045] In order to more clearly illustrate the technical solutions in the embodiments of the application or the prior art, the following will briefly introduce the drawings needed to be used in the embodiments or the prior art description. Obviously, the drawings in the following description only constitute some embodiments of the application, and for those skilled in the art, other drawings can also be obtained from these drawings without creative labor.

[0046] Figure 1 A flowchart of a customer service resource allocation method provided by the embodiment of the application;

[0047] Figure 2 A structural diagram of a customer service resource allocation device provided by the embodiment of the application;

[0048] Figure 3 An internal structure diagram of a computer device provided by the embodiment of the application. DETAILED DESCRIPTION

[0049] With reference to the accompanying drawings, the technical solutions in the embodiments of the present application will be clearly and completely described below, obviously, the described embodiments are only part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative work are within the scope of protection of the present application.

[0050] The prior art mainly flows the customer into the total line bearing point first, and then flows to the idle customer service according to the system configuration idle number of the line customer service. Since the flow process is divided by the random line of the customer service, the customer service personnel needs to master the full node business knowledge before on duty, and needs a long practical training and adaptation process after on duty, thereby leading to high investment cost of human resources.

[0051] Based on this, the technical scheme is provided as follows, please see the following:

[0052] In one embodiment, as shown in Figure 1 , Figure 1 a flowchart of a customer service resource allocation method provided by the embodiment of the present application; the present application provides a customer service resource allocation method, which can include:

[0053] S110: determining the entry request parameter of the business involved when the user triggers the manual customer service request instruction.

[0054] In this step, since the user performs the related business operation, some business problems may be generated, which need to be solved by the corresponding customer service, and the customer service is divided into manual and intelligent customer service. For the application page in some types of application programs, the customer service of the customer service entry can be both manual and intelligent customer service, and for the application page in some other types of application programs, the customer service entry can only be allocated manual customer service. For example, for some specific business, when the intelligent customer service cannot solve the possible business problems of the user, a certain number of manual customer service can be configured for the customer service entry in advance.

[0055] When the online customer service system receives the manual customer service request instruction triggered by the user, the entry request parameter of the business involved when the user triggers the manual customer service request instruction can be determined according to the manual customer service request instruction, so as to allocate the corresponding manual customer service for the user according to the entry request parameter.

[0056] Specifically, after the user triggers the manual customer service request instruction, the online customer service system can collect the entry request parameters involved when the user triggers the manual customer service request instruction, and allocate corresponding manual customer service for the user according to the entry request parameters. The entry request parameters in the application can include the business scene of the affiliated application business, the business scene of the fixed business in the main application business, the commodity sales mode corresponding to the non-fixed business in the main application business, order information, user information, and the problem identifier corresponding to the problem in the self-service customer service to manual customer service business, or the problem identifier corresponding to the problem in the manual customer service to manual customer service business. Therefore, when collecting the entry request parameters, different application scenarios can be set according to different application scenarios.

[0057] The above-mentioned main application refers to a certain independent application program designed to perform a specific function to run on any application-compatible virtual machine; and the affiliated application refers to a program that needs to be attached to an independent application program and executed in the application program, such as a small program; the above-mentioned fixed business refers to a business with a clear business point, and the non-fixed business refers to a business with an unclear business point; and the business scene here refers to a specific business type.

[0058] Further, the online customer service system in the application can include a user client, a customer service management server, and a customer service client. When the user performs a related operation in the user client, some business problems may be generated in the operation process and need to be communicated with the customer service. At this time, the user will trigger a manual customer service request instruction, and the user client can send the manual customer service request instruction triggered by the user to the customer service management server, so that the customer service management server allocates corresponding manual customer service for it, and the manual customer service communicates with the user online through the customer service client.

[0059] It can be understood that the user client here can be a web client or an application program client. For example, the user can click the customer service entry provided on the web page to establish instant messaging with the customer service client; or the user can establish a communication connection with the customer service client through the client of the instant messaging application program. The user client in the application can run in a smart terminal with data transceiving function, such as a smart phone, a personal computer, a tablet computer, etc. The user establishes a communication connection with the customer service client in the online customer service system through the user client, and receives the customer service provided by the customer service.

[0060] The customer service management server herein is a background server of the online customer service system, which can be a server or a server cluster composed of multiple servers or a cloud computing center. Further, the customer service management server herein can be preconfigured with multiple call queues, which can be divided according to different business types, and each call queue can store multiple customer service worker numbers. When a corresponding customer service worker number is matched, the customer service management server can establish a communication connection with the corresponding customer service in the customer service client according to the customer service worker number.

[0061] The customer service client herein can also run in a smart terminal with data transceiving function, such as a smart phone, a personal computer, a tablet computer, etc. The customer service client establishes instant messaging with the user client after being assigned to the user client, and provides customer service for the user corresponding to the user client.

[0062] S120: Determine the call queue matching the entry request parameter.

[0063] In this step, after determining the entry request parameter of the business involved when the user triggers the manual customer service request instruction through S110, the online customer service system herein can match the corresponding call queue according to the entry request parameter. The call queue pre-stores multiple customer service worker numbers corresponding to manual customer services, and each customer service worker number corresponds to a manual customer service that can handle problems related to the business corresponding to the entry request parameter.

[0064] Specifically, when matching the corresponding call queue according to the entry request parameter, the parameter data in the entry request parameter can be matched with the queue tags corresponding to each call queue, so as to determine the call queue matching the entry request parameter.

[0065] It can be understood that each call queue herein has its corresponding queue tag, which indicates the type of business that the manual customer service in the current call queue can handle. The call queue refers to a queue set of manual customer services of the same type, and the manual customer services in the queue set can handle problems related to the same type of business. The manual customer services in different call queues can handle problems related to different types of business, so that the manual customer service can be trained for a certain type of business before working, without needing to master all business knowledge.

[0066] And the problems related to the business herein can include pre-sale consultation problems (such as product consultation), after-sale service problems (such as refund, return, invoice consultation), complaints and suggestions, etc.

[0067] Further, if an artificial customer service in the present application can handle different types of business-related problems, the customer service number corresponding to the artificial customer service can be pre-assigned to multiple call queues, and when the customer service number is called in a certain call queue, the customer service number in other call queues can be temporarily in a suspended state to avoid conflicts.

[0068] S130: Select an artificial customer service in the call queue as an object for online communication with the user.

[0069] In this step, after determining the call queue matching the entry request parameter through S120, an artificial customer service in the call queue can be selected as an object for online communication with the user.

[0070] Specifically, after determining the call queue matching the entry request parameter, the present application can select the first artificial customer service in the call queue as an object for online communication with the user, or select the last artificial customer service in the call queue as an object for online communication with the user, or select an artificial customer service in the idle state in the call queue as an object for online communication with the user, which can be determined according to actual conditions and is not limited herein.

[0071] In a specific example, taking the return of goods as an example, when the user communicates with the intelligent customer service, the user inputs the relevant goods information and the relevant return information. If the intelligent customer service does not solve the return problem, the user can send a request for switching to an artificial customer service according to the prompt, that is, trigger an artificial customer service request instruction. At this time, the online customer service system can obtain the return problem that the intelligent customer service has not solved according to the entry request parameter, and match the call queue that can solve the return problem according to the return problem, and select an artificial customer service in the call queue to solve the return problem, thereby improving the online communication efficiency and improving the user experience.

[0072] In the above embodiment, when the user triggers the artificial customer service request instruction, the entry request parameter of the business involved when the user triggers the artificial customer service request instruction can be determined first, and then the call queue matching the entry request parameter can be determined. Since the artificial customer service in the call queue matching the entry request parameter is mainly used to handle the business-related problems corresponding to the entry request parameter, after determining the call queue, the artificial customer service in the call queue can be selected as an object for online communication with the user. In this way, the artificial customer service in different call queues only needs to be trained with the business knowledge corresponding to the call queue before work, without the need to master the business knowledge of the whole node, thereby greatly shortening the training period and adaptation process of the artificial customer service, and reducing the input cost of artificial resources to a certain extent.

[0073] In one embodiment, the entry request parameter of the business involved when the user triggers the manual customer service request instruction in S110 can include:

[0074] S111: Determine the business involved when the user triggers the manual customer service request instruction, wherein the involved business includes a main application business and an auxiliary application business, and the main application business includes a fixed business, a non-fixed business, and a self-service customer service to manual customer service business.

[0075] S112: Determine the corresponding entry request parameter according to the involved business.

[0076] In this embodiment, when the user triggers the manual customer service request instruction, the involved business when the user triggers the manual customer service request instruction can be determined first, and then the corresponding entry request parameter is determined according to the involved business.

[0077] For example, the involved business in this application can include a main application business and an auxiliary application business, wherein the main application business refers to a business generated in a certain independent application program, and the auxiliary application business refers to a business generated in a program that needs to be attached to an independent application program and executed in the application program.

[0078] The main application business in this application can further include a fixed business, a non-fixed business, and a self-service customer service to manual customer service business, wherein the fixed business can be a business with a relatively clear business point, the non-fixed business can be a business with an unclear business point, and the self-service customer service to manual customer service business refers to the corresponding business when the user cannot solve the problem through the self-service intelligent customer service and switches to the manual customer service.

[0079] After determining the business involved when the user triggers the manual customer service request instruction, the corresponding entry request parameter can be determined according to the involved business to match the corresponding connection queue.

[0080] In one embodiment, the entry request parameter of the business involved when the user triggers the manual customer service request instruction in S110 can include:

[0081] S1121: If the involved business is an auxiliary application business, the business scenario of the auxiliary application business is taken as the entry request parameter.

[0082] S1122: If the involved business is a fixed business in the main application business, the business scenario of the fixed business is taken as the entry request parameter.

[0083] S1123: If the involved business is a non-fixed business in the main application business, the corresponding commodity sales mode of the non-fixed business is taken as the entry request parameter.

[0084] S1124: If the involved business is a self-service customer service to manual customer service business in the main application business, a problem identifier corresponding to a problem in the self-service customer service to manual customer service business is taken as the entry request parameter.

[0085] In this embodiment, after determining the business involved when the user triggers the manual customer service request instruction, the corresponding entry request parameter is determined according to the involved business.

[0086] Specifically, if the involved business is a subsidiary application business, the business scenario of the subsidiary application business can be taken as the entry request parameter; if the involved business is a fixed business in the main application business, the business scenario of the fixed business can be taken as the entry request parameter; if the involved business is a non-fixed business in the main application business, the product sales mode corresponding to the non-fixed business can be taken as the entry request parameter; if the involved business is a self-service customer service to manual customer service business in the main application business, the problem identifier corresponding to the problem in the self-service customer service to manual customer service business can be taken as the entry request parameter.

[0087] For example, multiple APPs and APP website embedded multiple pages, different pages can set customer service entry, and the application can do corresponding customer service distribution according to customers calling in different pages; for example, for the consultation entry with clear business points, the corresponding calling queue can be directly laid, for example, for the consultation of the subsidiary application business, the business scenario of the subsidiary application business, such as the pre-sale consultation business of a product, can be taken as the entry request parameter to match the corresponding calling queue. For the self-service problem type to manual type, each problem can be configured with a corresponding problem ID in advance, and then the queue can be configured according to the problem ID, so as to automatically distribute the manual to the corresponding queue. For the APP source page that is not the above case, that is, the non-fixed business type, the product sales mode corresponding to the non-fixed business can be taken as the entry request parameter, and the corresponding calling queue is determined according to the product sales mode.

[0088] In the above embodiment, the customers calling in different pages are distributed to the corresponding customer service, so as to judge and classify the nodes in multiple dimensions, accurately locate the corresponding calling queue, and realize intelligent customer service distribution.

[0089] In one embodiment, if the entry request parameter is the product sales mode corresponding to the non-fixed business in S1123, the determination of the calling queue matched with the entry request parameter in S120 can include:

[0090] S121: Determine the sales mode type of the product sales mode.

[0091] S122: If the sales mode type is a non-self-operated sales mode, determine the calling queue corresponding to the non-self-operated sales mode.

[0092] S123: If the sales mode is a self-service sales mode, obtain account information and order information of the user.

[0093] S124: Push a question to be asked to the user according to the account information and order information of the user.

[0094] S125: Determine a corresponding connection queue according to the question to be asked selected by the user.

[0095] In the embodiment, part of the intranet pages determine the corresponding connection queue of the fixed service and the non-fixed service through different entry request parameters, and the connection queue corresponding to the non-fixed service can be determined according to the commodity sales mode corresponding to the non-fixed service.

[0096] Specifically, the application can determine whether it is a self-service sales mode according to the sales mode type corresponding to the commodity sales mode of the non-fixed service. If it is not a self-service sales mode, it indicates that the current non-fixed service can be connected through the corresponding merchant, at this time, the non-fixed service can be directly connected to the connection queue corresponding to the artificial customer service of the merchant, and the artificial customer service in the connection queue is selected to connect with the user.

[0097] When the sales mode type is a self-service sales mode, it indicates that the current non-fixed service can be connected through the artificial customer service in the platform, at this time, in order to accurately match the corresponding artificial customer service to solve the user's problem, the account information and order information of the user can be obtained, then the question to be asked is pushed to the user according to the account information and order information of the user, and when the question to be asked selected by the user is received, the corresponding connection queue can be determined according to the selected question to be asked.

[0098] For example, when determining the connection queue corresponding to the non-fixed service, the corresponding attribute definition can be made for the customer account and the submitted order. For example, the account attribute label: account dimension, the customer attribute label is divided according to the single account purchase behavior and the after-sales situation; the commodity attribute label: the attribute label is implemented for part of the goods, realizing the condition of the diversion of the category; the commodity sales mode: the sales mode is realized for the internal multi-channel sales mode of the platform, realizing the diversion of the sales mode; the order node state: the dynamic node state flag is made for the state after the order submitted on the platform to the signed order.

[0099] Once the attributes are defined, business points can be prioritized to achieve granular segmentation of search criteria. For example, the product sales model can be used as the first segmentation point, and account attribute tags as the second segmentation point. Then, the system guides customers to select a purchase order or inquire about a single product to determine the scope of the inquiry. Based on the order / product selected in the previous step, the system pushes the corresponding questions and, combined with the customer's selected question, order status, and product attribute tags, triggers the final queue segmentation.

[0100] In one specific implementation, when a customer calls to contact customer service, it can first determine whether the user is logged into a subsidiary app or the main app. If it is a subsidiary app, the customer can consult a human agent according to the app's pagination and trigger a triage queue. If it is the main app, the pagination within the app can be used to determine whether the current user is on a self-service customer service page, a page with a customer service entry configured with a corresponding queue, or a page from another source. If the current user is on a self-service customer service page, when transferring to human customer service, the corresponding queue can be determined based on the questions displayed on the self-service page, and the routing queue can be triggered. If the current user is on a customer service page with a corresponding queue already configured, the corresponding routing queue will be triggered directly when the user consults human customer service. If the current user is on a page from another source, the sales model corresponding to the current source page will be determined first. If it is a non-self-operated sales model, the corresponding routing queue will be triggered directly when consulting human customer service. If it is a self-operated sales model, the incoming account attribute can be determined first, and the corresponding routing queue can be triggered directly based on the incoming account attribute, or a consultation order or product to be selected can be pushed to the user based on the incoming account attribute. Then, the corresponding questions will be pushed based on the order or product selected by the user, and the routing queue will be triggered based on the order node status or product attribute tags after the user selects the corresponding question.

[0101] The customer service resource allocation device provided in the embodiments of this application is described below. The customer service resource allocation device described below can be referred to in correspondence with the customer service resource allocation method described above.

[0102] In one embodiment, such as Figure 2 As shown, Figure 2 This is a schematic diagram of a customer service resource allocation device provided in an embodiment of the present invention. The present invention also provides a customer service resource allocation device, including a first determining module 210, a second determining module 220, and a customer service resource allocation module 230, specifically comprising the following:

[0103] The first determining module 210 is used to determine the entry request parameters of the business involved when the user triggers the manual customer service request instruction.

[0104] The second determining module 220 is configured to determine a service queue matched with the entry request parameter, and the artificial customer service in the service queue matched with the entry request parameter is configured to handle a problem related to the business corresponding to the entry request parameter.

[0105] The customer service resource allocation module 230 is configured to select the artificial customer service in the service queue as an object for online communication with the user.

[0106] In the above embodiment, when the user triggers the artificial customer service request instruction, the entry request parameter of the business involved in the user triggering the artificial customer service request instruction is determined first, and then the service queue matched with the entry request parameter is determined. Since the artificial customer service in the service queue matched with the entry request parameter is mainly configured to handle a problem related to the business corresponding to the entry request parameter, after the service queue is determined, the artificial customer service in the service queue can be selected as an object for online communication with the user. In this way, the artificial customer service in different service queues only needs to be trained with the business knowledge corresponding to the service queue before going on duty, without the need to master the business knowledge of the whole node, thereby greatly shortening the training period and adaptation process of the artificial customer service, and reducing the input cost of artificial resources to a certain extent.

[0107] In one embodiment, the first determining module can include:

[0108] The business determining module is configured to determine the business involved in the user triggering the artificial customer service request instruction, wherein the involved business includes a main application business and an auxiliary application business, and the main application business includes a fixed business, a non-fixed business and a self-service customer service to artificial customer service business.

[0109] The parameter determining module is configured to determine the corresponding entry request parameter according to the involved business.

[0110] In one embodiment, the parameter determining module can include:

[0111] The first parameter determining submodule is configured to, if the involved business is the auxiliary application business, take the business scenario of the auxiliary application business as the entry request parameter.

[0112] The second parameter determining submodule is configured to, if the involved business is the fixed business in the main application business, take the business scenario of the fixed business as the entry request parameter.

[0113] The third parameter determining submodule is configured to, if the involved business is the non-fixed business in the main application business, take the commodity sales mode corresponding to the non-fixed business as the entry request parameter.

[0114] The fourth parameter determining sub-module is configured to, if the service involved is a self-service customer service to manual customer service in the main application service, take the problem identification corresponding to the problem in the self-service customer service to manual customer service as the entry request parameter.

[0115] In one embodiment, if the entry request parameter is a commodity sales mode corresponding to the non-fixed service, the second determining module can include:

[0116] The type determining module is configured to determine a sales mode type of the commodity sales mode.

[0117] The first queue determining module is configured to, if the sales mode type is a non-self-operated sales mode, determine a connection queue corresponding to the non-self-operated sales mode.

[0118] The information obtaining module is configured to, if the sales mode is a self-operated sales mode, obtain account information and order information of the user.

[0119] The question pushing module is configured to push a to-be-asked question to the user according to the account information and the order information of the user.

[0120] The second queue determining module is configured to determine a corresponding connection queue according to the to-be-asked question selected by the user.

[0121] In one embodiment, the present application further provides a storage medium, wherein the storage medium stores computer readable instructions, and the computer readable instructions are executed by one or more processors to make the one or more processors execute the steps of the customer service resource allocation method in any one of the above embodiments.

[0122] In one embodiment, the present application further provides a computer device, wherein the computer device stores computer readable instructions, and the computer readable instructions are executed by one or more processors to make the one or more processors execute the steps of the customer service resource allocation method in any one of the above embodiments.

[0123] As shown in Figure 3 , Figure 3 Fig. 3 is a schematic diagram of an internal structure of a computer device according to an embodiment of the present application. The computer device 300 can be provided as a server. Referring to Fig. 3, Figure 3The computer device 300 includes a processing assembly 302, which further includes one or more processors, and a memory resource represented by the memory 301 for storing instructions, such as an application program, executable by the processing assembly 302. The application program stored in the memory 301 can include one or more than one module each corresponding to a set of instructions. In addition, the processing assembly 302 is configured to execute the instructions to perform the customer resource allocation method of any of the embodiments described above.

[0124] The computer device 300 can further include a power supply assembly 303 configured to perform power management of the computer device 300, a wired or wireless network interface 304 configured to connect the computer device 300 to a network, and an input / output (I / O) interface 305. The computer device 300 can operate based on an operating system stored in the memory 301, such as Windows Server TM, Mac OS X TM, Unix TM, Linux TM, Free BSD TM, or the like.

[0125] Those skilled in the art can understand that Figure 3 The structure shown in the figure is only a block diagram of part of the structure related to the scheme of the present application, and does not constitute a limitation on the computer device to which the scheme of the present application is applied. A specific computer device can include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0126] Finally, it should be noted that in this document, the terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply that there is any such actual relationship or order between the entities or operations. Moreover, the terms "include", "contain" or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements not only includes those elements, but also includes other elements not explicitly listed or inherent to such process, method, article or device. Without more limitations, the element defined by the statement "including a" does not exclude the presence of another identical element in the process, method, article or device including the element.

[0127] The various embodiments in the specification are described in a progressive manner, each of which focuses on the differences from other embodiments. The various embodiments can be combined as needed, and the same and similar parts are referred to each other.

[0128] The foregoing description of the disclosed embodiments enables a person skilled in the art to make or use the application. Modifications of these embodiments will occur to persons of skill in the art, and that the generic principles defined herein can be applied to other embodiments without departing from the spirit or scope of the application. Therefore, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A method for allocating customer service resources, the method comprising: The method comprises: determining the entry request parameter of the business involved when the user triggers the artificial customer service request instruction; determining the connection queue matched with the entry request parameter, wherein the artificial customer service in the connection queue matched with the entry request parameter is used to process the problems related to the business corresponding to the entry request parameter; selecting the artificial customer service in the connection queue as the object for online communication with the user; The determination of the entry request parameter of the business involved when the user triggers the artificial customer service request instruction comprises: determining the business involved when the user triggers the artificial customer service request instruction, wherein the involved business comprises a main application business and an auxiliary application business, the main application business comprises a fixed business, a non-fixed business and a self-service customer service to artificial customer service business; determining the corresponding entry request parameter according to the involved business; The main application business refers to the business generated in a certain independent application program, the auxiliary application business refers to the business generated in a program that needs to be attached to an independent application program and executed in the application program, the fixed business is a business with clear business point, the non-fixed business is a business with unclear business point, and the self-service customer service to artificial customer service business refers to the corresponding business when the user cannot solve the problem through self-service intelligent customer service and transfers to artificial customer service; The determination of the corresponding entry request parameter according to the involved business comprises: if the involved business is the auxiliary application business, taking the business scene of the auxiliary application business as the entry request parameter; if the involved business is the fixed business in the main application business, taking the business scene of the fixed business as the entry request parameter; if the involved business is the non-fixed business in the main application business, taking the corresponding commodity sales mode of the non-fixed business as the entry request parameter; if the involved business is the self-service customer service to artificial customer service business in the main application business, taking the problem identification corresponding to the problem in the self-service customer service to artificial customer service business as the entry request parameter.

2. The customer resource allocation method of claim 1, wherein, If the entry request parameter is the commodity sales mode corresponding to the non-fixed business, the determination of the connection queue matched with the entry request parameter comprises: determining the sales mode type of the commodity sales mode; if the sales mode type is a non-self-operated sales mode, directly connecting the non-fixed business to the connection queue corresponding to the artificial customer service of the corresponding merchant; if the sales mode is a self-operated sales mode, obtaining the account information and order information of the user; pushing the to-be-asked questions to the user according to the account information and order information of the user; determining the corresponding connection queue according to the to-be-asked questions selected by the user.

3. A customer resource allocation apparatus, characterized by comprising: It comprises: a first determination module for determining the entry request parameter of the business involved when the user triggers the artificial customer service request instruction; a second determination module for determining the connection queue matched with the entry request parameter, wherein the artificial customer service in the connection queue matched with the entry request parameter is used to process the problems related to the business corresponding to the entry request parameter; The customer service resource allocation module is configured to select an artificial customer service in the call queue as an object for online communication with the user. The first determination module comprises: The business determination module is configured to determine a business involved when the user triggers the artificial customer service request instruction, wherein the involved business comprises a main application business and an auxiliary application business, the main application business comprises a fixed business, a non-fixed business, and a self-service customer service to artificial customer service business; The parameter determination module is configured to determine corresponding entry request parameters according to the involved business; The main application business refers to a business generated in a certain independent application program, the auxiliary application business refers to a business generated in a program that needs to be attached to an independent application program and executed in the application program, the fixed business is a business with an explicit business point, the non-fixed business is a business with an unclear business point, and the self-service customer service to artificial customer service business refers to a corresponding business when the user cannot solve a problem through self-service intelligent customer service and switches to artificial customer service; The parameter determination module comprises: The first parameter determination submodule is configured to take a business scenario of the auxiliary application business as an entry request parameter if the involved business is the auxiliary application business; The second parameter determination submodule is configured to take a business scenario of the fixed business as an entry request parameter if the involved business is the fixed business in the main application business; The third parameter determination submodule is configured to take a corresponding commodity sales mode of the non-fixed business as an entry request parameter if the involved business is the non-fixed business in the main application business; The fourth parameter determination submodule is configured to take a problem identifier corresponding to a problem in the self-service customer service to artificial customer service business as an entry request parameter if the involved business is the self-service customer service to artificial customer service business in the main application business.

4. The customer resource allocation apparatus of claim 3, wherein, If the entry request parameter is the commodity sales mode corresponding to the non-fixed business, the second determination module comprises: The type determination module is configured to determine a sales mode type of the commodity sales mode; The first queue determination module is configured to directly connect the non-fixed business to a call queue corresponding to artificial customer service of a corresponding merchant if the sales mode type is a non-self-operated sales mode; The information acquisition module is configured to acquire account information and order information of the user if the sales mode is a self-operated sales mode; The problem pushing module is configured to push a to-be-asked question to the user according to the account information and order information of the user; The second queue determination module is configured to determine a corresponding call queue according to a to-be-asked question selected by the user.

5. A storage medium characterized by: The storage medium stores computer readable instructions, and the computer readable instructions are executed by one or more processors to cause the one or more processors to perform the steps of the customer service resource allocation method in any one of claims 1 to 2.

6. A computer device, characterized by: The computer device stores computer readable instructions, and the computer readable instructions are executed by one or more processors to cause the one or more processors to perform the steps of the customer service resource allocation method in any one of claims 1 to 2.

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