Service order processing method, device, electronic device and computer readable medium

Abstract

The embodiments of the present disclosure disclose a service order processing method, device, electronic device and computer-readable medium. A specific implementation of the method includes: obtaining the association information corresponding to the first service order and the above-mentioned first service order; determining the merge status of the above-mentioned first service order based on the service order source information of the above-mentioned first service order and the above-mentioned association information; in response to determining that the above-mentioned merge status represents that the above-mentioned first service order meets the service order merging conditions, determining the associated quantity value of the associated document corresponding to the above-mentioned first service order; in response to the above-mentioned associated quantity value being equal to the target value, determining the second service order based on the above-mentioned association information; merging the above-mentioned first service order and the above-mentioned second service order. This implementation reduces the waste of service resources.

Description

Technical Field

[0001] Embodiments of the present disclosure relate to the field of computer technology, and in particular to a service order processing method, device, electronic device, and computer-readable medium. Background Art

[0002] Since the Internet has the advantages of: information exchange is not limited by space, the cost of information exchange is low, and the efficiency of information exchange is high, more and more users are starting to consult information through the Internet. At present, when conducting information consultation, the usual method is: first, the user initiates multiple consultations for the same item in a serial manner. Then, the server background also randomly assigns customer service to the user in a serial manner so that the customer service can reply to the user's consultation questions.

[0003] However, when the above method is adopted, the following technical problems often occur:

[0004] In response to multiple inquiries about the same item initiated serially, a large number of different customer service representatives are often used to answer the inquiries, which may result in a waste of service resources. Summary of the invention

[0005] The content of this disclosure is used to introduce concepts in a brief form, which will be described in detail in the detailed implementation section below. The content of this disclosure is not intended to identify the key features or essential features of the technical solution claimed for protection, nor is it intended to limit the scope of the technical solution claimed for protection.

[0006] Some embodiments of the present disclosure propose a service order processing method, device, electronic device and computer-readable medium to solve one or more of the technical problems mentioned in the above background technology section.

[0007] In a first aspect, some embodiments of the present disclosure provide a service order processing method, the method comprising: obtaining association information corresponding to a first service order and the above-mentioned first service order; determining a merge status of the above-mentioned first service order based on the service order source information of the above-mentioned first service order and the above-mentioned association information; in response to determining that the above-mentioned merge status represents that the above-mentioned first service order meets the service order merging conditions, determining the associated quantity value of the associated document corresponding to the above-mentioned first service order; in response to the above-mentioned associated quantity value being equal to the target value, determining a second service order based on the above-mentioned association information; and merging the above-mentioned first service order with the above-mentioned second service order.

[0008] Optionally, in response to the above-mentioned associated quantity value being equal to the target value, determining the second service order according to the above-mentioned associated information includes: determining whether the target service order exists in the target database, wherein the above-mentioned target service order is a service order whose service order identification information is the same as the above-mentioned associated information; in response to determining that the above-mentioned target service order exists in the above-mentioned target database, determining the above-mentioned target service order as the above-mentioned second service order.

[0009] Optionally, the above-mentioned merging service of the first service order and the second service order includes: in response to determining that the second service order has been processed, restarting the second service order, merging the first service order into the second service order to generate a third service order.

[0010] Optionally, the above-mentioned merging service of the first service order and the second service order includes: in response to determining that the second service order has not been processed, merging the second service order into the first service order to generate a third service order, and closing the second service order.

[0011] Optionally, the method further includes: obtaining first service information corresponding to the first service order and second service information corresponding to the second service order; determining the processing personnel corresponding to the third service order based on the first service priority included in the first service information and the second service priority included in the second service information.

[0012] Optionally, the above-mentioned determining the processing personnel corresponding to the third service order based on the first service priority included in the above-mentioned first service information and the second service priority included in the above-mentioned second service information includes: in response to determining that the above-mentioned first service priority is lower than the above-mentioned second service priority, determining the active status of the service personnel corresponding to the above-mentioned second service information; and determining the processing personnel corresponding to the above-mentioned third service order based on the above-mentioned active status.

[0013] Optionally, the above-mentioned determining the processing personnel corresponding to the third service order based on the first service priority included in the above-mentioned first service information and the second service priority included in the above-mentioned second service information includes: in response to determining that the above-mentioned first service priority is the same as the above-mentioned second service priority, determining the processing personnel corresponding to the third service order based on the service order reallocation identifier included in the above-mentioned second service information.

[0014] Optionally, the above-mentioned determining the processing personnel corresponding to the above-mentioned third service order based on the service order reallocation identifier included in the above-mentioned second service information includes: in response to determining that the above-mentioned service order reallocation identifier indicates that service order reallocation is allowed, allocating the above-mentioned third service order to the service personnel corresponding to the above-mentioned first service order information.

[0015] Optionally, the above-mentioned determining the processing service corresponding to the above-mentioned third service order based on the service order reallocation identifier included in the above-mentioned second service information includes: in response to determining that the above-mentioned service order reallocation identifier indicates that service order reallocation is not allowed, determining the active status of the service corresponding to the above-mentioned second service information; based on the above-mentioned active status, determining the processing personnel corresponding to the above-mentioned third service order.

[0016] Optionally, determining the processing personnel corresponding to the third service order based on the active status includes: in response to determining that the active status indicates that the service personnel corresponding to the second service information is online, determining the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order.

[0017] Optionally, determining the processing personnel corresponding to the third service order based on the active status includes: in response to determining that the active status indicates that the service personnel corresponding to the second service information is offline, determining the service personnel corresponding to the first service information as the processing personnel corresponding to the third service order.

[0018] Optionally, the method further includes: generating service order reallocation prompt information according to the second service information; and adding the service order reallocation prompt information to a cache database.

[0019] Optionally, the method further includes: sending the service order reallocation prompt information stored in the cache database to a target terminal corresponding to the second service information.

[0020] In a second aspect, some embodiments of the present disclosure provide a service order processing device, the device comprising: an acquisition unit, configured to acquire a first service order and associated information corresponding to the above-mentioned first service order; a first determination unit, configured to determine the merge status of the above-mentioned first service order based on the service order source information of the above-mentioned first service order and the above-mentioned associated information; a second determination unit, configured to determine the associated quantity value of the associated document corresponding to the above-mentioned first service order in response to determining that the above-mentioned merge status represents that the above-mentioned first service order satisfies the service order merging condition; a third determination unit, configured to determine the second service order according to the above-mentioned associated information in response to the above-mentioned associated quantity value being equal to the target value; a merging unit, configured to merge the above-mentioned first service order with the above-mentioned second service order.

[0021] Optionally, the third determination unit is configured to: determine whether a target service order exists in the target database, wherein the target service order is a service order whose service order identification information is the same as the association information; in response to determining that the target service order exists in the target database, determine the target service order as the second service order.

[0022] Optionally, the merging unit is configured to: in response to determining that the second service order has been processed, restart the second service order, merge the first service order into the second service order to generate a third service order.

[0023] Optionally, the merging unit is configured to: in response to determining that the second service order has not been processed, merge the second service order into the first service order to generate a third service order, and close the second service order.

[0024] Optionally, the above-mentioned device also includes: a service information acquisition unit and a processing personnel determination unit, wherein the service information acquisition unit is configured to acquire first service information corresponding to the above-mentioned first service order and second service information corresponding to the above-mentioned second service order; the processing personnel determination unit is configured to determine the processing personnel corresponding to the above-mentioned third service order based on the first service priority included in the above-mentioned first service information and the second service priority included in the above-mentioned second service information.

[0025] Optionally, the processing personnel determination unit is configured to: in response to determining that the first service priority is lower than the second service priority, determine the active status of the service personnel corresponding to the second service information; and determine the processing personnel corresponding to the third service order based on the active status.

[0026] Optionally, the processing personnel determination unit is configured to: in response to determining that the first service priority is the same as the second service priority, determine the processing personnel corresponding to the third service order according to the service order reallocation identifier included in the second service information.

[0027] Optionally, the processing personnel determination unit is configured to: in response to determining that the service order reallocation identifier indicates that service order reallocation is allowed, allocate the third service order to the service personnel corresponding to the first service order information.

[0028] Optionally, the processing personnel determination unit is configured to: in response to determining that the service order reallocation identifier indicates that service order reallocation is not allowed, determine the active state of the service corresponding to the second service information; and determine the processing personnel corresponding to the third service order based on the active state.

[0029] Optionally, the processing personnel determining unit is configured to: in response to determining that the active status indicates that the service personnel corresponding to the second service information is online, determine the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order.

[0030] Optionally, the processing personnel determination unit is configured to: in response to determining that the active status represents that the service personnel corresponding to the second service information is offline, determine the service personnel corresponding to the first service information as the processing personnel corresponding to the third service order.

[0031] Optionally, the apparatus further comprises: generating service order reallocation prompt information according to the second service information; and adding the service order reallocation prompt information to a cache database.

[0032] Optionally, the apparatus further comprises: sending the service order reallocation prompt information stored in the cache database to a target terminal corresponding to the second service information.

[0033] In a third aspect, some embodiments of the present disclosure provide an electronic device comprising: one or more processors; a storage device on which one or more programs are stored, and when the one or more programs are executed by the one or more processors, the one or more processors implement the method described in any implementation manner of the above-mentioned first aspect.

[0034] In a fourth aspect, some embodiments of the present disclosure provide a computer-readable medium having a computer program stored thereon, wherein when the program is executed by a processor, the method described in any implementation manner of the above-mentioned first aspect is implemented.

[0035] The above-mentioned embodiments of the present disclosure have the following beneficial effects: through the service order processing method of some embodiments of the present disclosure, the waste of service resources is reduced. Specifically, the reason for the waste of service resources is that a large number of customer services are used to answer the consultation questions for multiple consultations on the same item initiated in series. Based on this, the service order processing method of some embodiments of the present disclosure first obtains the first service order and the associated information corresponding to the above-mentioned first service order. In actual situations, users may initiate question consultations to service personnel (for example, customer service) in different ways. For example, users can communicate with customer service through text through mobile terminals. Users can also communicate with service personnel by voice through telephone. Therefore, by obtaining the first service order (newly initiated service order) initiated by the user and the associated information corresponding to the first service order, it can be well determined whether there are different service orders corresponding to the same item before. Then, according to the service order source information of the above-mentioned first service order and the above-mentioned associated information, the merge status of the above-mentioned first service order is determined. In actual situations, there are some service orders that are allowed to be merged, and some service orders that are not allowed to be merged. Therefore, whether the first service order is allowed to be merged can be determined by the merge status. In addition, in response to determining that the above-mentioned merge status represents that the above-mentioned first service order meets the service order merge condition, the associated quantity value of the associated document corresponding to the above-mentioned first service order is determined. Further, in response to the above-mentioned associated quantity value being equal to the target value, the second service order is determined according to the above-mentioned associated information. In actual situations, when there are associated documents for a service order, it can often be determined that service personnel have been assigned to resolve multiple service orders serially initiated by users. Therefore, whether a designated service personnel has been assigned can be determined by the associated quantity value. When a designated service personnel has not been assigned, a second service order that can be merged with the first service order can be determined by the associated information. Finally, the above-mentioned first service order and the above-mentioned second service order are merged. This method can ensure that fewer service personnel are used to answer multiple inquiries about the same item initiated serially, thereby reducing the waste of service resources. BRIEF DESCRIPTION OF THE DRAWINGS

[0036] The above and other features, advantages and aspects of the embodiments of the present disclosure will become more apparent with reference to the following detailed description in conjunction with the accompanying drawings. Throughout the accompanying drawings, the same or similar reference numerals represent the same or similar elements. It should be understood that the drawings are schematic and that components and elements are not necessarily drawn to scale.

[0037] Figure 1 is a schematic diagram of an application scenario of a service order processing method of some embodiments of the present disclosure;

[0038] Figure 2 is a flow chart of some embodiments of the service order processing method according to the present disclosure;

[0039] Figure 3are flow charts of other embodiments of the service order processing method according to the present disclosure;

[0040] Figure 4 It is a schematic diagram of generating service order reallocation prompt information and sending the service order reallocation prompt information to a target terminal;

[0041] Figure 5 is a schematic diagram of the structure of some embodiments of the service order processing device according to the present disclosure;

[0042] Figure 6 It is a schematic diagram of the structure of an electronic device suitable for implementing some embodiments of the present disclosure. DETAILED DESCRIPTION

[0043] Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although certain embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be construed as being limited to the embodiments set forth herein. On the contrary, these embodiments are provided to provide a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the present disclosure are only for exemplary purposes and are not intended to limit the scope of protection of the present disclosure.

[0044] It should also be noted that, for ease of description, only the parts related to the invention are shown in the drawings. In the absence of conflict, the embodiments and features in the embodiments of the present disclosure can be combined with each other.

[0045] It should be noted that the concepts such as "first" and "second" mentioned in the present disclosure are only used to distinguish different devices, modules or units, and are not used to limit the order or interdependence of the functions performed by these devices, modules or units.

[0046] It should be noted that the modifications of "one" and "plurality" mentioned in the present disclosure are illustrative rather than restrictive, and those skilled in the art should understand that unless otherwise clearly indicated in the context, it should be understood as "one or more".

[0047] The names of the messages or information exchanged between multiple devices in the embodiments of the present disclosure are only used for illustrative purposes and are not used to limit the scope of these messages or information.

[0048] The present disclosure will be described in detail below with reference to the accompanying drawings and in conjunction with embodiments.

[0049] Figure 1 It is a schematic diagram of an application scenario of the service order processing method of some embodiments of the present disclosure.

[0050] exist Figure 1In the application scenario, first, the computing device 101 can obtain the first service order 102 and the associated information 103 corresponding to the first service order 102; secondly, the computing device 101 can determine the merge status 105 of the first service order 102 according to the service order source information 104 of the first service order 102 and the associated information 103; then, the computing device 101 can determine the associated quantity value 106 of the associated document corresponding to the first service order 102 in response to determining that the merge status 105 represents that the first service order 102 meets the service order merge condition; further, the computing device 101 can determine the second service order 108 according to the associated information 103 in response to the associated quantity value 106 being equal to the target value 107; finally, merge the first service order 102 and the second service order 108.

[0051] It should be noted that the computing device 101 can be hardware or software. When the computing device is hardware, it can be implemented as a distributed cluster consisting of multiple servers or terminal devices, or as a single server or a single terminal device. When the computing device is embodied as software, it can be installed in the hardware devices listed above. It can be implemented as multiple software or software modules for providing distributed services, or as a single software or software module. No specific limitation is made here.

[0052] It should be understood that Figure 1 The number of computing devices in the embodiment is only illustrative. Any number of computing devices may be provided according to implementation requirements.

[0053] Continue to refer Figure 2 , shows a process 200 of some embodiments of the service order processing method according to the present disclosure. The service order processing method comprises the following steps:

[0054] Step 201, obtaining the first service order and the association information corresponding to the first service order.

[0055] In some embodiments, the execution entity of the service order processing method (for example Figure 1 The computing device 101 shown in the figure can obtain the above-mentioned first service order and the above-mentioned associated information corresponding to the above-mentioned first service order through a wired connection or a wireless connection. Among them, the above-mentioned first service order can be a service order corresponding to the consulting question initiated by the user. The above-mentioned associated information can be the identification information marked by the service personnel (for example, customer service) corresponding to the above-mentioned first service order. The above-mentioned execution entity can generate a first service order in response to the user initiating a problem consultation, and randomly assign a service personnel as the processing personnel corresponding to the above-mentioned first customer service order to handle the above-mentioned first service order.

[0056] Step 202: Determine the merge status of the first service order according to the service order source information and associated information of the first service order.

[0057] In some embodiments, the execution entity may determine the merge status of the first service order based on the service order source information and associated information of the first service order. The service order source information may be information used to characterize the consultation channel when the user consults on a problem. The merge status may be used to characterize whether the first service order meets the service order merge condition. For example, the merge status may be "1" and the merge status may also be "0". When the merge status is "1", it may characterize that the first service order meets the service order merge condition. When the merge status is "0", it may characterize that the first service order does not meet the service order merge condition. The service order merge condition may be that the service order source information is the same as the target service order source information. The target service order source information may be preset consultation channel information. For example, the target service order source information may include but is not limited to any one of the following: "incoming telephone line" and "incoming target interface line". The target interface may be a service consultation interface in the target program.

[0058] As an example, when a user consults a problem through a communication terminal by voice communication, the service ticket source information may be "incoming call". The associated information may be the mobile phone number of the incoming call, for example, "136****9735".

[0059] As another example, when a user consults a problem through a service consultation interface included in the target program, the service source information may be "target interface incoming line". The associated information may be the order number of the order consulted by the user, for example, "D12123".

[0060] Step 203: in response to determining that the merge status indicates that the first service order meets the service order merge condition, determining the associated quantity value of the associated document corresponding to the first service order.

[0061] In some embodiments, the execution entity may determine the associated quantity value of the associated document corresponding to the first service order in response to determining that the merge status represents that the first service order satisfies the service order merge condition. The associated document may be a document associated with the first service order. For example, the associated document may be but is not limited to any one of the following: a claim settlement document, a liability determination document, an evidence document, and a consultation document. The execution entity may determine the associated quantity value of the associated document corresponding to the first service order by querying a document database. The document database may be a database for storing document information corresponding to documents.

[0062] As an example, the execution entity may use the associated information as a query field and query the document database through a SQL (Structured Query Language) statement to determine the associated quantity value.

[0063] Step 204: In response to the associated quantity value being equal to the target value, determining a second service order according to the associated information.

[0064] In some embodiments, the execution subject may determine the second service order according to the association information in response to the association quantity value being equal to the target value. The execution subject may first use the association information as a query field and retrieve at least one service order of the user corresponding to the association information through an SQL statement. Then, from the at least one service order, the service order with the latest timestamp is selected as the second service order.

[0065] Step 205: merge the first service order and the second service order.

[0066] In some embodiments, the execution entity may merge the first service order and the second service order to generate a third service order. The third service order may be the updated first service order or the updated second service order. For example, the execution entity may first append the content of the first service order to the second service order, and then determine the updated second service order as the third service order. The execution entity may also append the content of the second service order to the first service order, and then determine the updated first service order as the third service order.

[0067] As an example, the execution entity may merge the first service order and the second service order to generate a third service order. The execution entity may first merge the service order contents included in the first service order and the second service order to generate an alternative service order. Then, the first service order and the second service order are deleted from the service order database. Finally, a service order identifier is assigned to the alternative service order to generate the third service order.

[0068] As an example, the first service order may be: {service order number: CSID: 123123; associated document number: 3412; processing status: processing completed; service order initiator number: C20003; processing staff number: SID: 2000; consulting content: "XX equipment size"}. The second service order may be: {service order number: CSID: 120003; associated document number: 3412; processing status: processing; service order initiator number: C20003; processing staff number: SID: 2000, consulting content: "XX equipment price"}. Then the third service order may be {service order number: CSID: 45000; associated document number: 3412; processing status: processing; service order initiator number: C20003: processing staff number: SID: 2000, consulting content: [consulting content 1: "XX equipment size", consulting content 2: "XX equipment price"]}. Among them, the processing staff number may be the number of the service staff corresponding to the service order.

[0069] The above-mentioned embodiments of the present disclosure have the following beneficial effects: through the service order processing method of some embodiments of the present disclosure, the waste of service resources is reduced. Specifically, the reason for the waste of service resources is that a large number of customer service staff are used to answer the consultation questions for multiple consultations on the same item initiated serially. Based on this, the service order processing method of some embodiments of the present disclosure first obtains the first service order and the associated information corresponding to the above-mentioned first service order. In actual situations, users may initiate question consultations to customer service in different ways. For example, users can communicate with customer service through text through mobile terminals. Users can also communicate with customer service through voice by phone. Therefore, by obtaining the first service order (newly initiated service order) initiated by the user and the associated information corresponding to the first service order, it can be well determined whether there are different service orders corresponding to the same item before. Then, according to the service order source information of the above-mentioned first service order and the above-mentioned associated information, the merge status of the above-mentioned first service order is determined. In actual situations, there are some service orders that are allowed to be merged, and some service orders that are not allowed to be merged. Therefore, whether the first service order is allowed to be merged can be determined by the merge status. In addition, in response to determining that the above-mentioned merge status represents that the above-mentioned first service order meets the service order merge condition, the associated quantity value of the associated document corresponding to the above-mentioned first service order is determined. Further, in response to the above-mentioned associated quantity value being equal to the target value, the second service order is determined according to the above-mentioned associated information. In actual situations, when there are associated documents for a service order, it can often be determined that service personnel have been assigned to resolve multiple service orders serially initiated by users. Therefore, whether a designated service personnel has been assigned can be determined by the associated quantity value. When a designated service personnel has not been assigned, a second service order that can be merged with the first service order can be determined by the associated information. Finally, the above-mentioned first service order and the above-mentioned second service order are merged. This method can ensure that fewer service personnel are used to answer multiple inquiries about the same item initiated serially, thereby reducing the waste of service resources.

[0070] Further references Figure 3 , which shows a process 300 of another embodiment of a service order processing method. The process 300 of the service order processing method includes the following steps:

[0071] Step 301, obtaining the first service order and the association information corresponding to the first service order.

[0072] Step 302: Determine the merge status of the first service order according to the service order source information and associated information of the first service order.

[0073] Step 303: in response to determining that the merge status indicates that the first service order meets the service order merge condition, determining the associated quantity value of the associated document corresponding to the first service order.

[0074] In some embodiments, the specific implementation of steps 301-303 and the technical effects thereof can be referred to in Figure 2 The corresponding steps 201-203 in the embodiments are not described in detail here.

[0075] Step 304, determine whether the target service order exists in the target database.

[0076] In some embodiments, the execution entity may determine whether a target service order exists in a target database. The target service order may be a service order whose service order identification information is the same as the associated information. The service order identification information may be a unique identifier for distinguishing service orders. The target database may be a database for storing data corresponding to the storage order. The execution entity may use the associated information as a query field and determine whether the target service order exists in the target database through a SQL statement.

[0077] As an example, the above SQL statement may be "SELECT * FROM target database WHERE query field = associated information".

[0078] Step 305 : In response to determining that the target service order exists in the target database, determine the target service order as the second service order.

[0079] In some embodiments, the execution subject may determine the target service order as the second service order in response to determining that the target service order exists in the target database. The execution subject may determine whether the target service order exists in the target database based on the return result of the SQL statement.

[0080] As an example, when the above return result is empty, it can be determined that the above target service order does not exist in the above target database. When the above return result is not empty, it can be determined that the above target service order exists in the above target database.

[0081] Step 306, in response to determining that the second service order has been processed, restart the second service order, merge the first service order into the second service order to generate a third service order.

[0082] In some embodiments, the execution entity may restart the second service order in response to determining that the second service order has been processed, and merge the first service order into the second service order to generate a third service order. First, the execution entity may determine whether the second service order has been processed by determining the service order status of the second service order. Then, the execution entity may restart the second service order in response to determining that the second service order has been processed. The execution entity may start the processing process for processing the second service order to restart the second service order. Further, the execution entity may merge the first service order into the second service order to generate the third service order.

[0083] Step 307 , in response to determining that the second service order has not been processed, merging the second service order with the first service order to generate a third service order, and closing the second service order.

[0084] In some embodiments, in response to determining that the second service order has not been processed, the execution entity may merge the second service order into the first service order to generate a third service order, and close the second service order. First, the execution entity may determine whether the second service order has been processed by determining the service order status of the second service order. Then, the second service order is merged into the first service order to generate a third service order. Finally, the processing process for processing the second service order is closed to close the second service order.

[0085] Step 308, obtaining first service information corresponding to the first service order and second service information corresponding to the second service order.

[0086] In some embodiments, the execution entity may obtain the first service information corresponding to the first service order and the second service information corresponding to the second service order according to the processing service numbers included in the first service order information and the second service order information. The first service information may be the service information corresponding to the service that processes the first service order. The second service information may be the service information corresponding to the service that processes the second service order. The execution entity may use the processing service identifier included in the service order as a query field, and query the service information database through an SQL statement to determine the first service information corresponding to the first service order and the second service information corresponding to the second service order. The service information database may be a database for storing service information.

[0087] Step 309: Determine the processing personnel corresponding to the third service order according to the first service priority included in the first service information and the second service priority included in the second service information.

[0088] In some embodiments, the execution entity may determine the processing personnel corresponding to the third service order based on the first service priority included in the first service information and the second service priority included in the second service information. In response to the first service priority being higher than the second service priority, the execution entity may assign the third service order to the service personnel corresponding to the first service order information. In the service order allocation table, the execution entity may create a storage record to assign the third service order to the service personnel corresponding to the first service order information. The storage record may include: a service order identifier of the third service order and a service identifier of the service personnel corresponding to the first service order information.

[0089] In some optional implementations of some embodiments, the execution entity determines the processing personnel corresponding to the third service order according to the first service priority included in the first service information and the second service priority included in the second service information, which may include the following steps:

[0090] The first step is to determine the activity status of the service personnel corresponding to the second service information in response to determining that the first service priority is lower than the second service priority.

[0091] The active status may indicate whether a service person (eg, customer service) is online. The execution subject may determine the active status of the service person corresponding to the second service information by determining the active status identifier included in the second service information.

[0092] As an example, the value of the active status flag may be "1", and the value of the active status flag may also be "0". When the value of the active status flag is "1", it indicates that the service personnel is online. When the value of the active status flag is "0", it indicates that the service personnel is offline.

[0093] The second step is to determine the processing personnel corresponding to the third service order according to the active status.

[0094] As an example, when the active status indicates that the service personnel corresponding to the second service information is online, the active status of the service personnel corresponding to the first service information can be obtained. In response to determining that the service personnel corresponding to the first service information is online, the execution entity can randomly select a service personnel from the service personnel corresponding to the first service information and the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order.

[0095] Optionally, the execution subject may determine the processing personnel corresponding to the third service order according to the active state. In response to determining that the active state indicates that the service personnel corresponding to the second service information is online, the execution subject may determine the service personnel corresponding to the second service information as the processing personnel corresponding to the third customer service order.

[0096] As an example, the execution entity may create a storage record in the service order allocation table to allocate the third service order to the service personnel corresponding to the second service order information.

[0097] Optionally, the execution subject may determine the processing personnel corresponding to the third service order according to the active status. In response to determining that the active status indicates that the service personnel corresponding to the second service information is offline, the execution subject may determine the service personnel corresponding to the first service information as the processing personnel corresponding to the third service order.

[0098] As an example, the execution entity may create a storage record in the service order allocation table to allocate the third service order to the service personnel corresponding to the first service order information.

[0099] In a third step, in response to determining that the first service priority is the same as the second service priority, a processing personnel corresponding to the third service order is determined according to a service order reallocation identifier included in the second service information.

[0100] The service order reallocation flag may indicate whether the service order allows the service personnel to be reallocated for processing.

[0101] As an example, the service order reallocation flag may be "1" and the service order reallocation flag may be "0". When the service order reallocation flag is "1", it indicates that the service order allows the service personnel to be reallocated for processing. When the service order reallocation flag is "0", it indicates that the service order does not allow the service personnel to be reallocated for processing.

[0102] As another example, when the service order reallocation identifier indicates that service personnel can be reallocated for processing, the execution entity can randomly select a service personnel from the service personnel corresponding to the first service information and the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order.

[0103] Optionally, the execution subject may determine the processing personnel corresponding to the third service order according to the service order reallocation identifier included in the second service information. In response to determining that the service order reallocation identifier indicates that the service order reallocation is allowed, the execution subject may allocate the third service order to the service personnel corresponding to the first service order information. For example, the execution subject may create a storage record in the service order allocation table to allocate the third service order to the service personnel corresponding to the first service order information.

[0104] Optionally, the execution subject may determine the processing personnel corresponding to the third service order based on the service order reallocation identifier included in the second service information. Wherein, the execution subject may first determine the active status of the service personnel corresponding to the second service information in response to determining that the service order reallocation identifier indicates that service order reallocation is not allowed. For example, the execution subject may determine the active status of the service personnel corresponding to the second service information based on the active status identifier included in the second service information. Then, based on the active status, determine the processing personnel corresponding to the third service order. Optionally, when the active status indicates that the service personnel corresponding to the second service information is online, the execution subject may determine the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order. Optionally, when the active status indicates that the service personnel corresponding to the second service information is offline, the execution subject may determine the service personnel corresponding to the first service information as the processing personnel corresponding to the third service order.

[0105] In the third step, when the processing personnel corresponding to the third service order is the service personnel corresponding to the second service information, a service order reallocation prompt information is generated according to the second service information.

[0106] The service order reallocation prompt information is used to prompt the service personnel corresponding to the second service information that the service order is reallocated to the service personnel corresponding to the first service information.

[0107] The fourth step is to add the service order reallocation prompt information to the cache database.

[0108] The cache database may be a database for caching service order reallocation prompt information. For example, the cache database may be a Redis database.

[0109] The fifth step is to send the service order reallocation prompt information stored in the cache database to the target terminal corresponding to the second service information.

[0110] Among them, first, the above-mentioned execution entity can determine the above-mentioned target terminal through the service identifier included in the service order reallocation prompt information. The above-mentioned target terminal can be a terminal that the service personnel corresponding to the service identifier is using. Then, the above-mentioned execution entity can send the above-mentioned service order reallocation prompt information to the target terminal corresponding to the above-mentioned second service information through a wired connection or a wireless connection. For example, the above-mentioned target terminal can be a terminal equipped with an ERP (Enterprise Resource Planning) system.

[0111] As an example, Figure 4 As shown. First, the above-mentioned execution entity can generate the above-mentioned service order reallocation prompt information 402 according to the service identification and preset prompt information included in the above-mentioned second service information 401. For example, the above-mentioned service order reallocation prompt information 402 can be "[Service identification: CS123, preset prompt information: 'Numbered "CS123", your service order has been reallocated, please be informed.']". Then, the above-mentioned execution entity can add the above-mentioned service order reallocation prompt information 402 to the cache database 403 in real time. Finally, the above-mentioned execution entity can send the above-mentioned service order reallocation prompt information 402 stored in the above-mentioned cache database 403 to the target terminal 404 corresponding to the above-mentioned second service information 401.

[0112] from Figure 3 It can be seen that Figure 2 Compared with the description of some corresponding embodiments, the present disclosure refines the specific steps of determining the processing personnel of the third service order. It is possible to ensure that the same service is assigned to handle multiple inquiries of the user for the same item. When the service personnel are offline, the present disclosure also ensures that the consultation questions raised by the user can be solved in a timely manner.

[0113] Further references Figure 5 As an implementation of the methods shown in the above figures, the present disclosure provides some embodiments of a customer service order processing device. These device embodiments are similar to Figure 2 Corresponding to the method embodiments shown, the device can be specifically applied to various electronic devices.

[0114] like Figure 5As shown, the service order processing device 500 of some embodiments includes: an acquisition unit 501, a first determination unit 502, a second determination unit 503, a third determination unit 504 and a merging unit 505. The acquisition unit 501 is configured to acquire the first service order and the association information corresponding to the first service order; the first determination unit 502 is configured to determine the merging state of the first service order according to the service order source information and the association information of the first service order; the second determination unit 503 is configured to determine the associated quantity value of the associated document corresponding to the first service order in response to determining that the merging state represents that the first service order meets the service order merging condition; the third determination unit 504 is configured to determine the second service order according to the association information in response to the association quantity value being equal to the target value; and the merging unit 505 is configured to merge the first service order with the second service order.

[0115] In some optional implementations of some embodiments, the third determination unit 504 is configured to: determine whether a target service order exists in a target database, wherein the target service order is a service order whose service order identification information is the same as the association information; in response to determining that the target service order exists in the target database, determine the target service order as the second service order.

[0116] In some optional implementations of some embodiments, the merging unit 505 is configured to: in response to determining that the second service order has been processed, restart the second service order, merge the first service order into the second service order to generate a third service order.

[0117] In some optional implementations of some embodiments, the merging unit 505 is configured to: in response to determining that the second service order has not been processed, merge the second service order into the first service order to generate a third service order, and close the second service order.

[0118] In some optional implementations of some embodiments, the apparatus 500 further includes: a service information acquisition unit (not shown in the figure) and a processing personnel determination unit (not shown in the figure). The service information acquisition unit is configured to: acquire the first service information corresponding to the first service order and the second service information corresponding to the second service order; the processing personnel determination unit is configured to: determine the processing personnel corresponding to the third service order according to the first service priority included in the first service information and the second service priority included in the second service information.

[0119] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the first service priority is lower than the second service priority, determine the active status of the service personnel corresponding to the second service information; and determine the processing personnel corresponding to the third service order based on the active status.

[0120] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the first service priority is the same as the second service priority, determine the processing personnel corresponding to the third service order according to the service order reallocation identifier included in the second service information.

[0121] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the service order reallocation identifier indicates that service order reallocation is allowed, assign the third service order to the service personnel corresponding to the first service order information.

[0122] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the service order reallocation identifier indicates that service order reallocation is not allowed, determine the active status of the service corresponding to the second service information; and determine the processing personnel corresponding to the third service order based on the active status.

[0123] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the active status represents that the service personnel corresponding to the second service information is online, determine the service personnel corresponding to the second service information as the processing personnel corresponding to the third service order.

[0124] In some optional implementations of some embodiments, the processing personnel determination unit is configured to: in response to determining that the active status represents that the service personnel corresponding to the second service information is offline, determine the service personnel corresponding to the first service information as the processing personnel corresponding to the third service order.

[0125] In some optional implementations of some embodiments, the apparatus 500 further includes: generating service order reallocation prompt information according to the second service information; and adding the service order reallocation prompt information to a cache database.

[0126] In some optional implementations of some embodiments, the apparatus 500 further includes: sending the service order reallocation prompt information stored in the cache database to a target terminal corresponding to the second service information.

[0127] It is understood that the units described in the device 500 are similar to those described in the reference Figure 2Therefore, the operations, features and beneficial effects described above for the method are also applicable to the device 500 and the units included therein, and will not be described in detail here.

[0128] Reference below Figure 6 , which shows an electronic device (such as Figure 1 A schematic diagram of the structure of the computing device 101)600 is shown. Figure 6 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0129] like Figure 6 As shown, the electronic device 600 may include a processing device (e.g., a central processing unit, a graphics processing unit, etc.) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage device 608 into a random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the electronic device 600 are also stored. The processing device 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0130] Typically, the following devices may be connected to the I / O interface 605: an input device 606 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; an output device 607 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; a storage device 608 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 609. The communication device 609 may allow the electronic device 600 to communicate with other devices wirelessly or by wire to exchange data. Although Figure 6 The electronic device 600 is shown with various devices, but it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed instead. Figure 6 Each block shown in the figure may represent one device, or may represent multiple devices as required.

[0131] In particular, according to some embodiments of the present disclosure, the process described above with reference to the flowchart can be implemented as a computer software program. For example, some embodiments of the present disclosure include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In some such embodiments, the computer program can be downloaded and installed from the network through the communication device 609, or installed from the storage device 608, or installed from the ROM 602. When the computer program is executed by the processing device 601, the above-mentioned functions defined in the method of some embodiments of the present disclosure are executed.

[0132] It should be noted that the computer-readable medium recorded in some embodiments of the present disclosure may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In some embodiments of the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In some embodiments of the present disclosure, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. The computer readable signal medium may also be any computer readable medium other than a computer readable storage medium, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.

[0133] In some embodiments, the client and the server may communicate using any currently known or future developed network protocol such as HTTP (HyperText 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 a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an ad hoc peer-to-peer network), as well as any currently known or future developed network.

[0134] The computer-readable medium may be included in the electronic device; or it may exist independently without being installed in the electronic device. The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device: obtains the first service order and the association information corresponding to the first service order; determines the merge status of the first service order based on the service order source information and the association information of the first service order; determines the associated quantity value of the associated document corresponding to the first service order in response to determining that the merge status indicates that the first service order meets the service order merge condition; determines the second service order based on the association information in response to the association quantity value being equal to the target value; and merges the first service order with the second service order.

[0135] Computer program code for performing the operations of some embodiments of the present disclosure may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer via 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., via the Internet using an Internet service provider).

[0136] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present disclosure. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0137] The units described in some embodiments of the present disclosure may be implemented by software or by hardware. The described units may also be provided in a processor, for example, may be described as: a processor including an acquisition unit, a first determination unit, a second determination unit, a third determination unit and a merging unit. The names of these units do not constitute limitations on the units themselves in certain circumstances, for example, the acquisition unit may also be described as "a unit for acquiring the first service order and the associated information corresponding to the first service order".

[0138] 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 (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.

[0139] The above descriptions are only some preferred embodiments of the present disclosure and an explanation of the technical principles used. Those skilled in the art should understand that the scope of the invention involved in the embodiments of the present disclosure is not limited to the technical solutions formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above invention concept. For example, the above features are replaced with (but not limited to) technical features with similar functions disclosed in the embodiments of the present disclosure.

Claims

1. A service order processing method, comprising: Acquire the first service order and the associated information corresponding to the first service order; determining a merge status of the first service order according to the service order source information and the associated information of the first service order; In response to determining that the merge status indicates that the first service order meets a service order merge condition, determining an associated quantity value of an associated document corresponding to the first service order; In response to the associated quantity value being equal to the target value, determining a second service order according to the associated information; The first service order and the second service order are merged.

2. The method according to claim 1, wherein: In response to the associated quantity value being equal to the target value, determining a second service order according to the associated information includes: Determine whether a target service order exists in a target database, wherein the target service order is a service order with the same service order identification information as the associated information; In response to determining that the target service order exists in the target database, the target service order is determined as the second service order.

3. The method according to claim 1, wherein: The merging of the first service order and the second service order comprises: In response to determining that the second service order has been processed, the second service order is restarted, and the first service order is merged into the second service order to generate a third service order.

4. The method according to claim 1, wherein: The merging of the first service order and the second service order comprises: In response to determining that the second service order has not been processed to completion, the second service order is merged into the first service order to generate a third service order, and the second service order is closed.

5. The method according to claim 3, wherein: The method further comprises: Acquire first service information corresponding to the first service order and second service information corresponding to the second service order; A processing personnel corresponding to the third service order is determined according to the first service priority included in the first service information and the second service priority included in the second service information.

6. The method according to claim 5, wherein: The determining, according to the first service priority included in the first service information and the second service priority included in the second service information, a processing person corresponding to the third service order includes: In response to determining that the first service priority is lower than the second service priority, determining an activity status of a service person corresponding to the second service information; According to the active status, a processing personnel corresponding to the third service order is determined.

7. The method according to claim 5, wherein: The determining, according to the first service priority included in the first service information and the second service priority included in the second service information, a processing person corresponding to the third service order includes: In response to determining that the first service priority is the same as the second service priority, a processing personnel corresponding to the third service order is determined according to a service order reallocation identifier included in the second service information.

8. The method according to claim 7, wherein: The determining, according to the service order reallocation identifier included in the second service information, a processing person corresponding to the third service order includes: In response to determining that the service order reallocation identifier indicates that service order reallocation is allowed, the third service order is allocated to the service personnel corresponding to the first service information.

9. The method according to claim 7, wherein: The determining, according to the service order reallocation identifier included in the second service information, a processing person corresponding to the third service order includes: In response to determining that the service order reallocation identifier indicates that service order reallocation is not allowed, determining an active state of a service person corresponding to the second service information; According to the active status, a processing personnel corresponding to the third service order is determined.

10. The method according to claim 6 or claim 9, wherein: The determining, according to the active state, a processing person corresponding to the third service order includes: In response to determining that the active status represents that the service personnel corresponding to the second service information is online, the service personnel corresponding to the second service information is determined as the processing personnel corresponding to the third service ticket.

11. The method according to claim 6 or claim 9, wherein: The determining, according to the active state, a processing person corresponding to the third service order includes: In response to determining that the active status represents that the service personnel corresponding to the second service information is offline, the service personnel corresponding to the first service information is determined as the processing personnel corresponding to the third service ticket.

12. The method according to claim 8, wherein: The method further comprises: Generate service order reallocation prompt information according to the second service information; The service order reallocation prompt information is added to the cache database.

13. The method according to claim 12, wherein: The method further comprises: The service order reallocation prompt information stored in the cache database is sent to a target terminal corresponding to the second service information.

14. A service order processing device, comprising: an acquiring unit, configured to acquire the first service order and associated information corresponding to the first service order; A first determining unit is configured to determine a merge status of the first service order according to the service order source information and the associated information of the first service order; A second determining unit is configured to determine an associated quantity value of an associated document corresponding to the first service order in response to determining that the merge status represents that the first service order meets a service order merge condition; a third determining unit configured to determine a second service order according to the associated information in response to the associated quantity value being equal to the target value; A merging unit is configured to merge the first service order and the second service order.

15. An electronic device, comprising: one or more processors; a storage device having one or more programs stored thereon; When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1 to 13.

16. A computer readable medium having a computer program stored thereon, wherein: When the program is executed by a processor, the method according to any one of claims 1 to 13 is implemented.

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