Service order based processing method, device and readable medium

Abstract

Embodiments of the present application provide a service order-based processing method, device and readable medium. The method comprises: sending page data of a customer service page to a terminal device of a first user to display the customer service page in the terminal device; receiving order information of a service order fed back through the customer service page, generating order query information, the service order being used to associate a customer service system and a user system; sending the order query information to a user system of a second user; receiving service progress information fed back by the user system, and sending the service progress information to the terminal device to display the service progress information in the customer service page. The required service of the user can be automatically processed and the service progress is fed back, thereby improving the processing efficiency.

Description

Technical Field

[0001] This application relates to the field of computer technology, and in particular to a service order-based processing method, a service order configuration method, a terminal device, and a machine-readable medium. Background Technology

[0002] On e-commerce platforms, users can consult customer service before and after purchasing goods. After receiving a user's question, customer service typically needs to check the merchant's own system before returning to the e-commerce platform's customer service system to reply to the user.

[0003] In the aforementioned process, from the moment a user calls to express a service request until they receive a response, the user has no way of knowing the progress of their request, which often leads to user dissatisfaction and may even result in complaints. Furthermore, customer service representatives need to switch back and forth between the e-commerce platform's customer service system and the merchant's system, resulting in low processing efficiency. Summary of the Invention

[0004] This application provides a service order-based processing method to improve processing efficiency.

[0005] Accordingly, embodiments of this application also provide a work order configuration method, an electronic device, and a machine-readable medium to ensure the implementation and application of the above method.

[0006] To address the aforementioned issues, this application discloses a service order-based processing method applied to a customer service system. The method includes:

[0007] The page data of the customer service page is sent to the terminal device of the first user so that the customer service page can be displayed on the terminal device;

[0008] The system receives service order information fed back through the customer service page and generates service order query information. The service order is used to establish the association between the customer service system and the user system.

[0009] The work order query information is sent to the second user's user system;

[0010] The system receives service progress information from the user's system and sends the service progress information to the terminal device to display the service progress information on the customer service page.

[0011] Optional, also includes:

[0012] Send service notification information to the terminal device to display the service notification information on the customer service page. The service notification information includes keywords corresponding to the service ticket.

[0013] Receive the selected keywords;

[0014] The service order is determined based on the keywords, and the data of the service order is fed back so that the corresponding service order window is displayed on the customer service page of the terminal device.

[0015] Optionally, the generation of work order query information includes:

[0016] Configure the field values ​​of the corresponding fields of the service work order based on the work order information, and generate work order query information.

[0017] Optionally, receiving service progress information from the user system and sending the service progress information to the terminal device includes:

[0018] Receive service progress information from the user system, the service progress information including the processing progress information of at least one processing node corresponding to the service work order;

[0019] The processing progress information of the at least one processing node is sent to be displayed on the customer service page.

[0020] This application also discloses a service order-based processing method applied to a terminal device, the method comprising:

[0021] Receive page data from the customer service page, and display the customer service page based on the page data;

[0022] In response to the triggering of the customer service page, receive the service ticket information;

[0023] The service work order information is sent to the customer service system so that the customer service system can generate work order query information based on the work order information and send it to the second user's user system to obtain service progress information. The service work order is used to establish the association between the customer service system and the user system.

[0024] Receive service progress information and display the service progress information on the customer service page.

[0025] Optionally, the processing progress information includes: the processing status and processing details of the processing node; displaying the service progress information on the customer service page includes:

[0026] The processing status of at least one processing node is displayed on the customer service page;

[0027] In response to the first user's viewing request, the processing details of the at least one processing node are displayed on the customer service page.

[0028] Optionally, the step of receiving service order information in response to a trigger on the customer service page includes:

[0029] Receive service notification information and display it on the customer service page;

[0030] In response to the triggering of the customer service page, keywords are received and fed back to the customer service system;

[0031] Receive the data of the service order corresponding to the keyword, and display the corresponding service order window on the customer service page;

[0032] The work order information is received through the work order window.

[0033] This application also discloses a work order configuration method, including:

[0034] Provide a work order configuration page, on which work order templates are displayed;

[0035] Configure the fields and their information in the work order template;

[0036] A service work order is generated based on the field information and the work order template;

[0037] The service ticket establishes a connection between the customer service system and the user system, so as to synchronize the service progress of the customer service system and the user system through the service ticket.

[0038] Optionally, configuring fields and their information in the work order template includes:

[0039] Select at least one field in the work order template and configure the field information for that field; and / or

[0040] Add custom fields to the work order template and configure the field information.

[0041] Optional, also includes:

[0042] Configure at least one processing node for the service work order, and the node information of the processing node.

[0043] Optionally, a service work order is generated based on the aforementioned field information and the work order template, including:

[0044] Generate a work order item based on the field information, and generate a service work order using the work order item and work order template;

[0045] The service order is associated with at least one configured processing node.

[0046] This application also discloses an electronic device, including: a processor; and a memory storing executable code thereon, which, when executed, causes the processor to perform the method described in this application.

[0047] This application also discloses one or more machine-readable media storing executable code thereon, which, when executed, causes a processor to perform the method described in this application.

[0048] Compared with the prior art, the embodiments of this application have the following advantages:

[0049] In this embodiment, a customer service page can be provided. Service order information can be obtained through the customer service page, and service order query information can be generated. The service order can establish a connection between the customer service system and the user system, allowing the service order query information to be sent to the user system of a second user. This enables the user system to automatically obtain the user's service requests and process the corresponding services. After processing the service progress information, the user system can feed it back to the customer service system, which will then display the service progress information on the customer service page. This automatic processing of the user's required services and feedback of service progress improves processing efficiency. Attached Figure Description

[0050] Figure 1 This is a flowchart illustrating the steps of an embodiment of a work order configuration method according to this application;

[0051] Figure 2 This is a schematic diagram illustrating an example of a work order configuration page according to an embodiment of this application;

[0052] Figure 3 This is a flowchart of the steps of a customer service system in an embodiment of a service work order processing method of this application;

[0053] Figure 4 This is a flowchart of the steps of a terminal device in an embodiment of a service work order-based processing method of this application;

[0054] Figure 5 This is a flowchart illustrating the steps of another embodiment of the work order configuration method of this application;

[0055] Figure 6 This is an interactive diagram illustrating an embodiment of a service work order-based processing method according to this application;

[0056] Figure 7 This is a schematic diagram of the structure of a device provided in an embodiment of this application. Detailed Implementation

[0057] To make the above-mentioned objectives, features and advantages of this application more apparent and understandable, the application will be further described in detail below with reference to the accompanying drawings and specific embodiments.

[0058] This application's embodiments can be applied to customer service scenarios, such as e-commerce platforms, logistics platforms, and other scenarios with customer service needs. The first user is the user requiring service, such as a buyer on an e-commerce platform or a logistics user on a logistics platform. The second user is the user providing the service, such as a merchant or seller on an e-commerce platform, or a logistics service provider on a logistics platform. The second user has its own system for the services it provides, such as product sales or logistics. After entering the customer service page, the first user (e.g., a buyer) can obtain a corresponding service ticket based on their needs. After filling in the required information, the service ticket query information is automatically generated and can be transmitted from the customer service system to the second user's (e.g., a seller / merchant) user system. The processing progress of the user system can also be synchronized with the customer service system, allowing the user to be promptly informed of the processing progress.

[0059] This application provides a method for configuring a service work order, which can provide a work order template to configure the service work orders required by the user, making it easier to establish a connection between the customer service system and the user system and synchronize the processing progress.

[0060] Reference Figure 1 The diagram shows a flowchart of one embodiment of the work order configuration method of this application.

[0061] Step 102: Provide a work order configuration page, and display the work order template on the work order configuration page.

[0062] A work order configuration function can be provided in the customer service system. Users can configure the service work orders needed by a second user through the work order configuration page. This page displays a work order template, which is used to configure service work orders. The work order template is a general template; the second user can configure the required information based on their needs and receive the corresponding type of service work order.

[0063] Among them, the service work order is a work document for providing services. The data required for the work order can be determined based on the corresponding service type and configured in the work order template.

[0064] Step 104: Configure the fields and their information in the work order template.

[0065] The service ticket template allows you to configure the fields and information required for the service ticket, such as the order number to be queried and the link address of the product object. Users can configure the fields required for the service ticket according to their needs. For example, for orders with invoices, fields can be set to order number, invoice information, etc., and for logistics query tickets, fields can include logistics tracking number, etc.

[0066] In one optional embodiment of this application, configuring fields and their field information in the work order template includes: selecting at least one field in the work order template and configuring the field information of the field; and / or adding a custom field in the work order template and configuring the field information of the field. At least one field can be selected in the work order template, and then the field information of that field can be configured. The field information may include a field name, field description, etc., and the field description can be set according to requirements, such as setting the type of the provided field value. Some fields frequently used by second users can have their field names pre-defined, and second users can set the field information according to their needs. For example, for service work orders on e-commerce platforms, which generally include an order number field, a field named "Order Number" can be provided, and then the field information can be set as follows: Figure 2 As shown, order numbers require letters and / or numbers, as well as the number of digits, to facilitate initial user verification. In other examples, users can also customize required fields, such as the name and type of the product object. Figure 2 The image shows a work order configuration page, which includes multiple fields. Users can select custom fields and then set field names, descriptions, and other information. The order of the fields can also be adjusted vertically on this work order page. The field information also includes attribute information, which can be set according to requirements, such as whether a field is required or optional, thus determining the corresponding information based on the specific service.

[0067] This allows users to select or define the required fields and field information to generate the necessary service orders. Service orders can be configured to generate various types, such as logistics inquiry orders, invoice orders, order inquiry orders, and return inquiry orders. Furthermore, it allows for the association of two or more different fields, such as linking the order number field with the price field. This ensures that after entering the order number in the order number field, the system will automatically link to the corresponding order and allow users to fill in other information for that order, such as price and address.

[0068] Based on the above embodiments, at least one processing node for the service order, as well as node information for the processing node, can also be configured. Each service order can determine at least one processing node based on its processing procedure. For example, a complaint order can have multiple nodes such as accepting the complaint, consultation between both parties, mediation, and completion. Corresponding node information can be configured for each processing node, such as setting the name and status items of the processing node. The status items can include multiple states, such as waiting to start, paused, processing, and completed. The settings of processing nodes and fields can be based on the user system settings and correspond to the user system, thereby facilitating data exchange between the two systems.

[0069] In this embodiment, corresponding operation elements are provided for fields and processing nodes. Users can drag these elements to the corresponding configuration subpages and then set the corresponding field information, node information, etc., enabling convenient configuration.

[0070] In some scenarios, keywords can be set for service tickets, enabling ticket matching and facilitating quick access to service tickets from the customer service page. Keywords can be associated with the services provided by the service ticket and can include both fuzzy and precise keywords. Precise keywords can match one service ticket, while fuzzy keywords can match one or more service tickets.

[0071] Step 106: Generate a service work order based on the field information and the work order template.

[0072] After configuring the field information for each field, a service work order can be generated based on the field information and the work order template. Each field can correspond to a work order item, allowing subsequent access to various work order query information. In this embodiment, the service work order can also be linked to...

[0073] Generating a service work order based on the field information and work order template includes: generating work order items based on the field information; generating a service work order using the work order items and work order template; and associating the service work order with the at least one processing node. Each configured field information can correspond to a work order item, and then the work order items are assembled into a service work order according to the order of the fields in the work order template. The service work order is associated with at least one configured processing node, so that the service work order can be synchronized when the node status of the processing node is updated.

[0074] Step 108: Establish a connection between the customer service system and the user system through the service work order, so as to synchronize the service progress of the customer service system and the user system through the service work order.

[0075] The service order establishes a connection between the customer service system and the user system. A push address can be set for each service order, determined by the user system. This allows the service order to be pushed to the user system after completion and query information is received, enabling processing within the user system. The processing node is set to correspond to the processing node in the user system. Therefore, updates to the processing node's status in the user system are also pushed to the customer service system, ensuring synchronized updates to the processing node's status in the customer service system, which can then be pushed to the user to track the progress.

[0076] In summary, service work orders can be set up through work order templates. The required fields and their information can be set according to needs, thereby enabling each second user to set up various service work orders according to their own user system. Second users can flexibly set up service work orders according to their own user system.

[0077] Building upon the above embodiments, this application also provides a service order-based processing method. The customer service system can provide services based on service orders, enabling users to promptly understand service progress and improving processing efficiency and user experience. In this application embodiment, the customer service system and the user system can interact through their respective server-side interfaces.

[0078] Reference Figure 3 The diagram illustrates a flowchart of the steps of a customer service system in an embodiment of a service order-based processing method of this application.

[0079] Step 302: Send the page data of the customer service page to the terminal device of the first user so as to display the customer service page on the terminal device.

[0080] A customer service page can be provided to the first user's terminal device. For example, during a shopping trip on an e-commerce website, the first user can access the customer service page by clicking on the customer service icon on their terminal device. This customer service page is used to provide customer service, and users can access it in various scenarios where customer service is needed. Correspondingly, the system can receive customer service requests from the terminal device, retrieve the page data of the customer service page, and send it to the terminal device, thereby displaying the customer service page on the terminal device.

[0081] Step 304: Receive the service order information fed back through the customer service page, and generate service order query information. The service order is used to establish the association between the customer service system and the user system.

[0082] The service order content can be displayed on the customer service page. The first user can fill in the service order and obtain the service order information. Based on the service order information, service order query information can be generated.

[0083] In one optional embodiment, the system further includes: sending service prompt information to a terminal device to display the service prompt information on the customer service page, the service prompt information including keywords corresponding to the service ticket; receiving the selected keywords; determining the service ticket based on the keywords; and feeding back the data of the service ticket to display the corresponding service ticket window on the customer service page of the terminal device. After the first user starts the customer service page, the customer service system can generate some service prompt information to prompt the user for the required services. This service prompt information can be automatically pushed when the customer service page is started, or it can be matched based on messages sent by the user. The first user can trigger the required service prompt information, receive the corresponding keywords, determine the service ticket based on the keywords, and feed back the data of the service ticket to the terminal device. The service ticket is then displayed on the customer service page. After the user fills in the ticket information, the system can receive the ticket information and generate ticket query information based on the ticket information.

[0084] In one optional embodiment, generating work order query information includes: configuring the field values ​​of the corresponding fields of the service work order based on the work order information, and generating work order query information. After the first user completes the service work order, they can obtain the corresponding work order information. Based on this work order information, the field values ​​of the corresponding fields in the service work order can be obtained, thereby enabling the generation of work order query information.

[0085] Step 306: Send the work order query information to the second user's user system.

[0086] Based on the push address configured in the service ticket, the ticket query information can be sent to the user system of the second user corresponding to that push address. In this embodiment, the user system and the customer service system can be connected through various methods such as interfaces and push notifications, achieving information exchange through service tickets.

[0087] Step 308: Receive service progress information from the user system and send the service progress information to the terminal device to display the service progress information on the customer service page.

[0088] After receiving a service query, the user system can execute the necessary processing for the service ticket. During this process, service progress information can be generated and pushed to the customer service system. Upon receiving the service progress information from the user system, the customer service system can display it on the customer service page. This progress information can include various details about the service ticket's processing, such as completion status or ongoing processing status, allowing users to stay informed about the service's progress and improving user experience.

[0089] In one optional embodiment, receiving service progress information from the user system and sending the service progress information to the terminal device includes: receiving service progress information from the user system, the service progress information including processing progress information of at least one processing node corresponding to the service work order; and sending the processing progress information of the at least one processing node to be displayed on the customer service page. During the processing of the service work order, the user system can provide feedback on the service progress information for each node to the customer service system. Correspondingly, the customer service system can receive the service progress information from the user system, the service progress information including processing progress information of at least one processing node corresponding to the service work order. The service work order is configured according to the user system, and the corresponding processing node can be corresponding to each node. Therefore, changes in the status of each processing node in the user system can generate processing progress information. After feedback to the customer service system, the customer service system can display the processing progress information of the corresponding processing node on the customer service page, allowing the user to promptly understand the service progress.

[0090] In summary, a customer service page can be provided, and its page data can be sent to the first user's device for display. After obtaining service order information through the customer service page, service order query information can be generated. Through the service order, a connection can be established between the customer service system and the user system, enabling the service order query information to be sent to the second user's system. This allows the user system to automatically obtain the user's service requests and process the corresponding services. After processing the service progress information, the user system can feed it back to the customer service system, which will then display the service progress information on the customer service page. This system can automatically process the user's required services and provide feedback on service progress, improving processing efficiency.

[0091] Based on the above embodiments, this application also provides a service work order-based processing method, applied to the terminal device of a first user.

[0092] Reference Figure 4 The diagram illustrates a flowchart of the steps of a terminal device in an embodiment of a service work order-based processing method of this application.

[0093] Step 402: Receive page data from the customer service page, and display the customer service page based on the page data.

[0094] When users browse e-commerce or logistics platforms and require customer service, they can initiate a customer service request through various channels. The server receives the request, retrieves the page data, and sends it to the terminal device. The terminal device then parses and displays the customer service page.

[0095] Step 404: In response to the triggering of the customer service page, receive the service order information.

[0096] The first user can input their needs on the customer service page, which can also automatically push commonly used keywords to the first user to provide more convenient service. When the service required by the first user has a service ticket, the service ticket is provided to the first user, who can then fill in the required information, such as the order number. After completing the service ticket, the ticket query information can be generated.

[0097] In one optional embodiment, a service ticket window can be displayed on the customer service page, through which service ticket information can be received. Service tickets are provided through a service ticket window on the customer service page. This service ticket window is a subpage such as a window or tab on the customer service page. The service ticket window contains the necessary service ticket items, and the first user can fill in the service ticket information for each item. These items may include required and optional fields. Required fields are those that must be filled in, such as the order number, while optional fields are those that can be selected, such as the product name. Furthermore, some service ticket items can be obtained based on other service ticket items. For example, the product name can be automatically obtained based on the entered order number. That is, after obtaining the order number, the order information for that order can be automatically retrieved, and then the service ticket items required for the service ticket in the order information can be parsed and automatically filled into the corresponding service ticket items. After a service ticket is filled out, the terminal device can obtain the ticket information based on the information entered, and then send the ticket information to the server of the customer service system. The customer service system can then generate ticket query information based on the ticket information and the service ticket, such as determining the service type or identifier based on the service ticket, and determining the ticket query information for the service based on the ticket information.

[0098] The step of receiving service order information in response to a trigger on the customer service page includes: receiving service prompt information and displaying it on the customer service page; receiving keywords and feeding them back to the customer service system in response to a trigger on the customer service page; receiving data for the service order corresponding to the keywords and displaying the corresponding service order window on the customer service page; and receiving service order information through the service order window. In this embodiment, after the first user starts the customer service page, service prompt information can be displayed on the customer service page, or it can be displayed based on the information entered by the first user. The service prompt information is used to prompt the user for the required service items, and includes keywords corresponding to the service order, which can be used to correspond to the service order. The system receives the first user's keyword selection operation, determines the keyword selected by the first user, determines the corresponding service order based on the keyword, and then displays the service order window to provide the service order to the first user.

[0099] Step 406: Send the service work order information to the customer service system so that the customer service system can generate work order query information based on the work order information and send it to the second user's user system to obtain service progress information. The service work order is used to establish the association between the customer service system and the user system.

[0100] Step 408: Receive service progress information and display the service progress information on the customer service page.

[0101] The terminal device can send work order information to the customer service system. The customer service system can then generate work order query information based on this information, send it to the user system, and obtain corresponding service progress information. This service progress information can then be sent to the terminal device. Upon receiving the service progress information, the terminal device can display it on the customer service page.

[0102] The processing progress information includes: the processing status and processing details of the processing node; displaying the service progress information on the customer service page includes: displaying the processing status of at least one processing node on the customer service page; and displaying the processing details of at least one processing node on the customer service page in response to a viewing request from the first user.

[0103] The processing progress information includes: the processing status and processing details of a processing node. Each processing node is the node currently being processed. Each node can correspond to one or more status items. After reaching a node, the corresponding processing status can be updated, such as "accepted" or "completed." A processing node can also include processing details, which details the processing situation corresponding to that node, including specific processing information determined based on the service order. When displaying processing progress information on the customer service page, the processing status of at least one processing node can be displayed, allowing users to view the processing progress and status. This processing status can be provided through various methods such as windows, subpages, and tabs. If a user needs to confirm processing details, they can click on the corresponding element to receive a viewing request from the first user. In response to the first user's viewing request, the processing details of at least one processing node are displayed on the customer service page, allowing the user to obtain detailed processing information.

[0104] In summary, a customer service page can be provided, through which service order information can be obtained and service order query information can be generated. Service orders can establish a connection between the customer service system and the user system, allowing the service order query information to be sent to the user system. This enables the user system to automatically obtain the user's service requests and process the corresponding services. After processing the service progress information, the user system can feed it back to the customer service system, which will then display the service progress information on the customer service page. This automatic processing of user-required services and feedback on service progress improves processing efficiency.

[0105] Based on the above embodiments, a service work order configuration example is provided to enable convenient configuration of service work orders.

[0106] Reference Figure 5 The flowchart illustrates the steps of another embodiment of the work order configuration method of this application.

[0107] Step 502: Provide a work order configuration page, and display the work order template on the work order configuration page.

[0108] Step 504: Configure the fields and their information in the work order template.

[0109] You can select at least one field in the work order template and configure the field information of the field; and / or, add a custom field in the work order template and configure the field information of the field.

[0110] Taking a refund complaint work order as an example, users can select or customize the required fields and set their information. Field names can include: Order Number, Sub-order Number, Product, Refund Number, Issue Type, Supplementary Information, Image Upload, and Attachment Upload. For Order Number, Sub-order Number, and Refund Number, the retrieval method can be set to input, and input conditions can be set, such as a 20-character combination of letters and numbers. For Product, the retrieval method can be set to input or association. For association, corresponding association items can be set; for example, a product can be associated with an order number, so entering the order number will link to the corresponding product object, enabling automatic product input or providing selection options for the user. For Issue Type, the retrieval method can be set to selection, and further options for that issue type can be set. Supplementary Information can be set to input, and character limits can be set. Image Upload and Attachment Upload can be set to upload, and various upload methods are available, such as network upload, local upload, and photo capture.

[0111] Step 506: Configure at least one processing node for the service work order, and the node information of the processing node.

[0112] After configuring the fields and their information, at least one processing node for the service order, along with the node information for that processing node, can be configured. Taking the aforementioned refund complaint order as an example, processing nodes can be set to include a start node, a processing node, and an end node. The start node can correspond to states such as acceptance or proceeding to the next process. The processing node can be determined based on the user system's processing flow, such as including a contact person node or a supervisor node, with corresponding states such as acceptance, processing, proceeding to the next process, and end. An end node can be set after the complaint is accepted and the user accepts it.

[0113] The processing progress of the service can be understood through the processing nodes.

[0114] Step 508: Generate a work order item based on the field information of the field, and generate a service work order using the work order item and the work order template.

[0115] Step 510: Associate the service order with at least one configured processing node.

[0116] Each field in the configuration corresponds to a work order item. The work order items are then assembled into a service work order according to the order of the fields in the work order template. This service work order is then associated with at least one configured processing node, so that the service work order can be synchronized when the processing node's status is updated.

[0117] Step 512: Establish a connection between the customer service system and the user system through the service work order, so as to synchronize the service progress of the customer service system and the user system through the service work order.

[0118] The service order establishes a connection between the customer service system and the user system. A push address can be set for each service order, determined by the user system. This allows the service order to be pushed to the user system after completion and query information is received, enabling processing within the user system. The processing node is set to correspond to the processing node in the user system. Therefore, updates to the processing node's status in the user system are also pushed to the customer service system, ensuring synchronized updates to the processing node's status in the customer service system, which can then be pushed to the user to track the progress.

[0119] Based on the above embodiments, this application also provides a service work order-based processing method.

[0120] Reference Figure 6 The diagram illustrates an interactive schematic of another embodiment of the service work order-based processing method of this application.

[0121] Step 602: The first user's terminal device sends a customer service request to the server of the customer service system.

[0122] Step 604: After determining the page data of the customer service page, the server of the customer service system sends it to the terminal device.

[0123] Step 606: The terminal device displays the customer service page based on the page data.

[0124] Step 608: The server of the customer service system sends a service prompt message to the terminal device.

[0125] Step 610: The terminal device displays service prompt information on the customer service page.

[0126] Step 612: In response to the triggering of the customer service page, receive keywords and send them back to the server of the customer service system.

[0127] Step 614: The server of the customer service system determines the service order based on the keywords and sends the data of the service order back to the terminal device.

[0128] For example, if a user inputs a refund request or complaint, a refund work order or a refund complaint work order can be provided.

[0129] Step 616: The terminal device displays the corresponding service order window on the customer service page.

[0130] Step 618: Receive the service work order information through the work order window and send the service work order information to the server of the customer service system.

[0131] Step 620: The server of the customer service system configures the field values ​​of the corresponding fields of the service work order based on the work order information, and generates work order query information.

[0132] For refund complaint tickets, users can fill in fields such as order number, sub-order number, product, refund number, problem type, supplementary description, image upload, and attachment upload. After obtaining the corresponding field values, the ticket query information can be generated.

[0133] Step 622: The server of the customer service system sends the work order query information to the server of the second user's user system.

[0134] Step 624: The server of the user system determines the service progress information based on the work order query information and sends the service progress information to the server of the customer service system.

[0135] Step 626: The server of the customer service system sends the service progress information to the terminal device.

[0136] The customer service system's server can receive service progress information from the user's system, including the processing progress information of at least one processing node corresponding to the service work order; and send the processing progress information of the at least one processing node to be displayed on the customer service page.

[0137] Step 628: The terminal device displays the service progress information on the customer service page.

[0138] Specifically, the processing status of at least one processing node is displayed on the customer service page; in response to a viewing request from the first user, the processing details of the at least one processing node are displayed on the customer service page.

[0139] In summary, the first user can view the service progress in a timely manner, reducing the number of times the first user needs to call repeatedly and express their needs repeatedly. This achieves the goal of knowing the progress of a service request in a timely manner. Since the service request is carried out through a service ticket, the first user can perceive the execution progress of the service request at any time by checking the ticket progress, bringing a truly tangible improvement to the user experience.

[0140] For the second user, the interoperability between the customer service system and the user system reduces the effort required for frequent switching between the two systems and decreases the manpower and time costs of multiple communications between the first and second users. The customer service system, through service tickets, achieves data accumulation throughout the entire service process, can perceive the service delivery status within the second user's system, and helps the second user optimize after-sales service processes through data analysis, improving the after-sales service experience for the first user and enhancing service processing efficiency.

[0141] It should be noted that, for the sake of simplicity, the method embodiments are all described as a series of actions. However, those skilled in the art should understand that the embodiments of this application are not limited to the described order of actions, because according to the embodiments of this application, some steps can be performed in other orders or simultaneously. Secondly, those skilled in the art should also understand that the embodiments described in the specification are all preferred embodiments, and the actions involved are not necessarily required by the embodiments of this application.

[0142] Based on the above embodiments, this embodiment also provides a service work order-based processing device, which is applied to the electronic equipment of the server-side equipment (cluster) of the customer service system.

[0143] The customer service module is used to send page data of the customer service page to the terminal device of the first user so as to display the customer service page on the terminal device.

[0144] The work order query module is used to receive work order information from the service work orders fed back through the customer service page, generate work order query information, and the service work orders are used to establish the association between the customer service system and the user system; the work order query information is sent to the user system of the second user;

[0145] The work order feedback module is used to receive service progress information from the user system and send the service progress information to the terminal device to display the service progress information on the customer service page.

[0146] In summary, a customer service page can be provided, through which service order information can be obtained and service order query information can be generated. Service orders can establish a connection between the customer service system and the user system, allowing the service order query information to be sent to the user system. This enables the user system to automatically obtain the user's service requests and process the corresponding services. After processing the service progress information, the user system can feed it back to the customer service system, which will then display the service progress information on the customer service page. This automatic processing of user-required services and feedback on service progress improves processing efficiency.

[0147] The customer service module is further configured to receive selected keywords; determine service orders based on the keywords; and provide data for the service orders so as to display the corresponding service order window on the customer service page of the terminal device.

[0148] The work order query module is used to configure the field values ​​of the corresponding fields of the service work order based on the work order information and generate work order query information.

[0149] The work order feedback module is used to receive service progress information from the user system, the service progress information including the processing progress information of at least one processing node corresponding to the service work order; and to display the processing progress information of the at least one processing node on the customer service page.

[0150] Based on the above embodiments, this embodiment also provides a service work order-based processing device, which is applied to electronic devices such as terminal devices of the first user.

[0151] The customer service module is used to receive page data from the customer service page and display the customer service page based on the page data; in response to the triggering of the customer service page, it receives the work order information of the service work order;

[0152] The sending module is used to send the service work order information to the customer service system, so that the customer service system can generate work order query information based on the work order information and send it to the user system of the second user to obtain service progress information. The service work order is used to establish the association between the customer service system and the user system.

[0153] The progress display module is used to receive service progress information and display the service progress information on the customer service page.

[0154] The processing progress information includes: the processing status and processing details of the processing node; the progress display module is used to display the processing status of the at least one processing node on the customer service page; in response to the viewing request of the first user, the processing details of the at least one processing node are displayed on the customer service page.

[0155] The customer service module is used to receive service prompts and display them on the customer service page; in response to a trigger on the customer service page, it receives keywords and sends them back to the customer service system; it receives the data of the service work order corresponding to the keywords and displays the work order window of the corresponding service work order on the customer service page; and it receives the work order information of the service work order through the work order window.

[0156] Based on the above embodiments, this embodiment also provides a work order configuration device, which is applied to the electronic equipment of the server-side device (cluster).

[0157] The configuration module provides a work order configuration page, on which work order templates are displayed.

[0158] The work order configuration module is used to configure fields and their information in the work order template.

[0159] The work order generation module is used to generate service work orders based on the field information and work order template.

[0160] The association module is used to establish an association between the customer service system and the user system through the service work order, so as to synchronize the service progress of the customer service system and the user system through the service work order.

[0161] In summary, service work orders can be set up through work order templates. The required fields and their information can be set according to needs, thereby enabling each second user to set up various service work orders according to their own user system. Second users can flexibly set up service work orders according to their own user system.

[0162] The work order configuration module is used to select at least one field in the work order template and configure the field information of the field; and / or to add a custom field in the work order template and configure the field information of the field.

[0163] The work order configuration module is also used to configure at least one processing node of the service work order, as well as the node information of the processing node.

[0164] The work order generation module is used to generate work order items based on the field information of the fields, generate service work orders using the work order items and work order templates, and associate the service work orders with at least one configured processing node.

[0165] In summary, the first user can view the service progress in a timely manner, reducing the number of times the first user needs to call repeatedly and express their needs repeatedly. This achieves the goal of knowing the progress of a service request in a timely manner. Since the service request is carried out through a service ticket, the first user can perceive the execution progress of the service request at any time by checking the ticket progress, bringing a truly tangible improvement to the user experience.

[0166] For the second user, the interoperability between the customer service system and the user system reduces the effort required for frequent switching between the two systems and decreases the manpower and time costs of multiple communications between the first and second users. The customer service system, through service tickets, achieves data accumulation throughout the entire service process, can perceive the service delivery status within the second user's system, and helps the second user optimize after-sales service processes through data analysis, improving the after-sales service experience for the first user and enhancing service processing efficiency.

[0167] This application also provides a non-volatile readable storage medium storing one or more modules (programs). When these modules are applied to a device, they enable the device to execute the instructions for the method steps in this application.

[0168] This application provides one or more machine-readable media storing instructions that, when executed by one or more processors, cause an electronic device to perform one or more of the methods described in the above embodiments. In this application, the electronic device includes various types of devices such as terminal devices and servers (clusters).

[0169] The embodiments of this disclosure can be implemented as an apparatus configured to use any suitable hardware, firmware, software, or any combination thereof, including electronic devices such as terminal devices, servers (clusters), etc., within a data center. Figure 7 An exemplary apparatus 700 is schematically shown that can be used to implement the various embodiments described in this application.

[0170] In one embodiment, Figure 7 An exemplary device 700 is shown, which includes one or more processors 702, a control module (chipset) 704 coupled to at least one of the processors 702, a memory 706 coupled to the control module 704, a non-volatile memory (NVM) / storage device 708 coupled to the control module 704, one or more input / output devices 710 coupled to the control module 704, and a network interface 712 coupled to the control module 704.

[0171] Processor 702 may include one or more single-core or multi-core processors, and processor 702 may include any combination of general-purpose processors or special-purpose processors (e.g., graphics processors, application processors, baseband processors, etc.). In some embodiments, device 700 can serve as a terminal device, server (cluster), or other device as described in the embodiments of this application.

[0172] In some embodiments, the apparatus 700 may include one or more computer-readable media (e.g., memory 706 or NVM / storage device 708) having instructions 714 and one or more processors 702 that are combined with the one or more computer-readable media and configured to execute the instructions 714 to implement the module and thus perform the actions described in this disclosure.

[0173] In one embodiment, the control module 704 may include any suitable interface controller to provide any suitable interface to at least one of the processors 702 and / or any suitable device or component communicating with the control module 704.

[0174] The control module 704 may include a memory controller module to provide an interface to the memory 706. The memory controller module may be a hardware module, a software module, and / or a firmware module.

[0175] Memory 706 may be used, for example, to load and store data and / or instructions 714 for device 700. In one embodiment, memory 706 may include any suitable volatile memory, such as suitable DRAM. In some embodiments, memory 706 may include double data rate type 4 synchronous dynamic random access memory (DDR4 SDRAM).

[0176] In one embodiment, the control module 704 may include one or more input / output controllers to provide an interface to the NVM / storage device 708 and (one or more) input / output devices 710.

[0177] For example, NVM / storage device 708 may be used to store data and / or instructions 714. NVM / storage device 708 may include any suitable non-volatile memory (e.g., flash memory) and / or may include any suitable (one or more) non-volatile storage devices (e.g., one or more hard disk drives (HDDs), one or more optical disc drives (CDs), and / or one or more digital universal optical disc (DVD) drives).

[0178] NVM / storage device 708 may include storage resources that are physically part of a device on which device 700 is mounted, or that can be accessed by the device without needing to be part of the device. For example, NVM / storage device 708 may be accessed via a network via one or more input / output devices 710.

[0179] One or more input / output devices 710 may provide an interface for device 700 to communicate with any other suitable device. Input / output devices 710 may include communication components, audio components, sensor components, etc. A network interface 712 may provide an interface for device 700 to communicate via one or more networks. Device 700 may wirelessly communicate with one or more components of a wireless network according to any of one or more wireless network standards and / or protocols, such as accessing wireless networks based on communication standards, such as WiFi, 2G, 3G, 4G, 5G, 6G, etc., or combinations thereof.

[0180] In one embodiment, at least one of the processors 702 may be logically packaged with one or more controllers (e.g., memory controller modules) of the control module 704. In one embodiment, at least one of the processors 702 may be logically packaged with one or more controllers of the control module 704 to form a system-in-package (SiP). In one embodiment, at least one of the processors 702 may be integrated with the logic of one or more controllers of the control module 704 on the same die. In one embodiment, at least one of the processors 702 may be integrated with the logic of one or more controllers of the control module 704 on the same die to form a system-on-a-chip (SoC).

[0181] In various embodiments, device 700 may be, but is not limited to, a server, desktop computing device, or mobile computing device (e.g., laptop computing device, handheld computing device, tablet computer, netbook, etc.). In various embodiments, device 700 may have more or fewer components and / or different architectures. For example, in some embodiments, device 700 includes one or more cameras, a keyboard, a liquid crystal display (LCD) screen (including a touchscreen display), a non-volatile memory port, multiple antennas, a graphics chip, an application-specific integrated circuit (ASIC), and a speaker.

[0182] The detection device can use a main control chip as a processor or control module, and sensor data, position information, etc. can be stored in a memory or NVM / storage device. The sensor group can be used as an input / output device, and the communication interface can include a network interface.

[0183] As the device embodiment is basically similar to the method embodiment, the description is relatively simple, and relevant parts can be found in the description of the method embodiment.

[0184] The various embodiments in this specification are described in a progressive manner, with each embodiment focusing on the differences from other embodiments. The same or similar parts between the various embodiments can be referred to each other.

[0185] This application describes embodiments with reference to flowchart illustrations and / or block diagrams of methods, terminal devices (systems), and computer program products according to embodiments of this application. It should be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing terminal device to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing terminal device, generate instructions for implementing the flowchart illustrations. Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0186] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable data processing terminal device to operate in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means, which are implemented in a process Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0187] These computer program instructions can also be loaded onto a computer or other programmable data processing terminal equipment, causing a series of operational steps to be performed on the computer or other programmable terminal equipment to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable terminal equipment for implementing the process. Figure 1 One or more processes and / or boxes Figure 1 The steps of the function specified in one or more boxes.

[0188] Although preferred embodiments of the present application have been described, those skilled in the art, upon learning the basic inventive concept, can make other changes and modifications to these embodiments. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments as well as all changes and modifications falling within the scope of the embodiments of the present application.

[0189] Finally, it should be noted that in this document, relational terms such as "first" and "second" are used only to distinguish one entity or operation from another, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Furthermore, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or terminal device that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or terminal device. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or terminal device that includes said element.

[0190] The above provides a detailed description of a service work order-based processing method, a work order configuration method, a terminal device, and a machine-readable medium provided in this application. Specific examples have been used to illustrate the principles and implementation methods of this application. The descriptions of the above embodiments are only for the purpose of helping to understand the method and core ideas of this application. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of this application. Therefore, the content of this specification should not be construed as a limitation of this application.

Claims

1. A service order-based processing method, characterized in that, Applied to a customer service system, the method includes: The page data of the customer service page is sent to the terminal device of the first user so that the customer service page can be displayed on the terminal device; The system receives service ticket information fed back through the customer service page, generates service ticket query information, and uses the service ticket to establish a connection between the customer service system and the user system. The service ticket is generated based on field information and a service ticket template. The field information is the field information of the fields in the service ticket template. The service ticket is configured through the service ticket configuration page. The service ticket corresponds to at least one processing node. The settings of the processing node and fields are based on the user system settings of the second user to facilitate data communication between the customer service system and the user system of the second user. The work order query information is sent to the second user's user system; The system receives service progress information from the user system and sends the service progress information to the terminal device to display the service progress information on the customer service page. The processing status of the service progress information processing node is provided through at least one of the following methods: window, subpage, tab.

2. The method according to claim 1, characterized in that, Also includes: Send service notification information to the terminal device to display the service notification information on the customer service page. The service notification information includes keywords corresponding to the service ticket. Receive the selected keywords; The service order is determined based on the keywords, and the data of the service order is fed back so that the corresponding service order window is displayed on the customer service page of the terminal device.

3. The method according to claim 1, characterized in that, The generated work order query information includes: Configure the field values ​​of the corresponding fields of the service work order based on the work order information, and generate work order query information.

4. The method according to claim 1, characterized in that, The step of receiving service progress information from the user system and sending the service progress information to the terminal device includes: Receive service progress information from the user system, the service progress information including the processing progress information of at least one processing node corresponding to the service work order; The processing progress information of the at least one processing node is sent to be displayed on the customer service page.

5. A service order-based processing method, characterized in that, Applied to a terminal device, the method includes: Receive page data from the customer service page, and display the customer service page based on the page data; In response to the triggering of the customer service page, the system receives service ticket information. The service ticket is generated based on field information and a ticket template. The field information is the field information of the fields in the ticket template. The service ticket is configured through a ticket configuration page. The service ticket corresponds to at least one processing node. The settings of the processing node and fields are based on the user system settings of the second user to facilitate data communication between the customer service system and the user system of the second user. The service work order information is sent to the customer service system so that the customer service system can generate work order query information based on the work order information and send it to the second user's user system to obtain service progress information. The service work order is used to establish the association between the customer service system and the user system. Receive service progress information and display the service progress information on the customer service page. The processing status of the service progress information processing node is provided through at least one of the following methods: window, subpage, tab.

6. The method according to claim 5, characterized in that, The processing progress information includes: the processing status and processing details of the processing node; displaying the service progress information on the customer service page includes: The processing status of at least one processing node is displayed on the customer service page; In response to the first user's viewing request, the processing details of the at least one processing node are displayed on the customer service page.

7. The method according to claim 5, characterized in that, The step of receiving service order information in response to a trigger on the customer service page includes: Receive service notification information and display it on the customer service page; In response to the triggering of the customer service page, keywords are received and fed back to the customer service system; Receive the data of the service order corresponding to the keyword, and display the corresponding service order window on the customer service page; The work order information is received through the work order window.

8. An electronic device, characterized in that, include: processor; and A memory having executable code stored thereon, which, when executed, causes the processor to perform the method as described in any one of claims 1-7.

9. One or more machine-readable media having executable code stored thereon, which, when executed, causes a processor to perform the method as claimed in any one of claims 1-7.

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