Data processing method and device, electronic equipment and storage medium

Abstract

Embodiments of the present application provide a data processing method and device, electronic equipment and storage medium. The data processing method comprises: obtaining each customer service message of a target customer service subject from a customer service record database shared by multiple customer service subjects, the customer service record database storing customer service message records of the multiple customer service subjects respectively; constructing at least one group of effective customer service dialogues based on each customer service message of the target customer service subject; and performing customer service evaluation on the target customer service subject based on the at least one group of effective customer service dialogues. In the embodiments of the present application, the customer service record database stores customer service message records of the multiple customer service subjects respectively, without the need for local point embedding of the customer service subject, thereby achieving targeted acquisition of customer service messages of the target customer service subject and improving the reliability and personalization of customer service evaluation.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a data processing method, apparatus, electronic device and storage medium. Background Technology

[0002] Customer service is the information service that connects merchants with buyers. The customer service experience directly impacts buyers' subsequent behavior on the store. This is especially true for platforms with a large number of merchants, where the customer service experience affects buyers' overall platform experience. Therefore, evaluating the service behavior of individual merchants can provide data capabilities for both merchants to assess their customer service performance and for the platform to assess merchant service performance.

[0003] However, existing methods require merchants to implement event tracking. Without event tracking, reliable historical customer service data cannot be obtained, resulting in low efficiency in customer service evaluation. Summary of the Invention

[0004] In view of this, embodiments of the present invention provide a data processing method, apparatus, electronic device, and storage medium to at least partially solve the above-mentioned problems.

[0005] According to a first aspect of the present invention, a data processing method is provided, comprising: obtaining customer service messages of a target customer service entity from a customer service record database shared by multiple customer service entities, wherein the customer service record database stores customer service message records of each of the multiple customer service entities; constructing at least one set of valid customer service dialogues based on the customer service messages of the target customer service entity; and performing customer service evaluation on the target customer service entity based on the at least one set of valid customer service dialogues.

[0006] In another implementation of the present invention, the step of constructing at least one effective customer service dialogue based on each customer service message of the target customer service subject includes: merging adjacent messages with the same sending and receiving attributes based on the time order of each customer service message to obtain each message group, wherein the sending and receiving attributes indicate the sender or receiver of the customer service message; and merging adjacent message groups with different sending and receiving attributes based on the time order of each message group to obtain at least one effective customer service dialogue.

[0007] In another implementation of the present invention, the step of merging adjacent messages with the same sending and receiving attributes based on the time sorting of each customer service message includes: further sorting the time sorting of each customer service message based on the first operation command; determining adjacent messages with the same sending and receiving attributes based on the result of the further sorting; and merging adjacent messages with the same sending and receiving attributes.

[0008] In another implementation of the present invention, the step of further sorting the time order of each customer service message based on the first operation command includes: determining the time order of each customer service message based on the sending and receiving attributes based on the first operation command; the step of determining adjacent messages with the same sending and receiving attributes based on the result of the further sorting includes: determining adjacent messages with the same sending and receiving attributes based on the difference between the total time order of each customer service message and the time order based on the sending and receiving attributes.

[0009] In another implementation of the present invention, the step of merging adjacent message groups with different sending and receiving attributes based on the time sorting of the message groups includes: determining the sending and receiving time information of each message based on the second operation instruction; determining adjacent message groups with different sending and receiving attributes that match the sending and receiving time information; and merging the adjacent message groups with different sending and receiving attributes.

[0010] In another implementation of the present invention, the step of constructing at least one set of valid customer service dialogues based on each customer service message of the target customer service subject further includes: determining the sending and receiving attributes of each customer service message.

[0011] In another implementation of the present invention, the step of evaluating the target customer service entity based on the at least one set of effective customer service dialogues includes: determining evaluation reference data for the effective customer service dialogues based on preset customer service evaluation indicators of the target customer service entity; and evaluating the target customer service entity based on the evaluation reference data for the customer service dialogues.

[0012] In another implementation of the present invention, obtaining each customer service message of the target customer service entity from a customer service record database shared by multiple customer service entities includes: querying the customer service record database shared by multiple customer service entities based on the target customer service entity to obtain each customer service message of the target customer service entity. If a customer service message indicates a dialogue between a first customer service entity and a second customer service entity, then the customer service message is divided into a first customer service message and a second customer service message, wherein the subject of the first customer service message is the first customer service entity, and the subject of the second customer service message is the second customer service entity.

[0013] In another implementation of the present invention, obtaining customer service messages of a target customer service entity from a customer service record database shared by multiple customer service entities includes: obtaining customer service message records of the target customer service entity from the customer service record database shared by multiple customer service entities; filtering the customer service message records according to dialogue filtering conditions to obtain the customer service messages of the target customer service entity.

[0014] According to a second aspect of the present invention, a data processing apparatus is provided, comprising: an acquisition module for acquiring customer service messages of a target customer service entity from a customer service record database shared by multiple customer service entities, wherein the customer service record database stores customer service message records of each of the multiple customer service entities; a construction module for constructing at least one set of valid customer service dialogues based on the customer service messages of the target customer service entity; and an evaluation module for evaluating the customer service of the target customer service entity based on the at least one set of valid customer service dialogues.

[0015] According to a third aspect of the present invention, an electronic device is provided, comprising: a processor, a memory, a communication interface, and a communication bus, wherein the processor, the memory, and the communication interface communicate with each other via the communication bus; the memory is used to store at least one executable instruction, wherein the executable instruction causes the processor to perform an operation corresponding to the method described in the first aspect.

[0016] According to a fourth aspect of the present invention, a computer storage medium is provided having a computer program stored thereon, which, when executed by a processor, implements the method described in the first aspect.

[0017] In the solution of this invention embodiment, the customer service record database stores the customer service message records of multiple customer service entities. There is no need to embed the data locally on the customer service entity. The customer service messages of the target customer service entity are obtained from the customer service record database, and the customer service messages of the target customer service entity are obtained in a targeted manner. Based on at least one set of valid customer service dialogues, the customer service evaluation of the target customer service entity is carried out, which improves the reliability and personalization of the customer service evaluation. Attached Figure Description

[0018] To more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in the embodiments of the present invention. For those skilled in the art, other drawings can be obtained based on these drawings.

[0019] Figure 1 Here is an architecture diagram of a sample customer service management system.

[0020] Figure 2 This is a flowchart of the steps of a data processing method according to an embodiment of the present invention.

[0021] Figure 3 This is a flowchart of the steps of a data processing method according to another embodiment of the present invention.

[0022] Figure 4 This is a structural block diagram of a data processing apparatus according to another embodiment of the present invention.

[0023] Figure 5 This is a schematic diagram of the structure of an electronic device according to another embodiment of the present invention. Detailed Implementation

[0024] To enable those skilled in the art to better understand the technical solutions in the embodiments of the present invention, the technical solutions in the embodiments of the present invention will be clearly and thoroughly described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art should fall within the protection scope of the present invention.

[0025] The specific implementation of the embodiments of the present invention will be further described below with reference to the accompanying drawings.

[0026] Figure 1 This is an example architecture diagram of a customer service management system. As shown, the customer service management system includes a customer service management server 110, a customer service record database 120, customer service terminals 130, and client applications. The customer service management server 110 can obtain historical customer service data from the customer service terminals 130, or send customer service management data, such as customer service evaluation data, to the customer service terminals 130. Customer service evaluation data can be associated with the credit or assets of the customer service entity (e.g., a merchant) on the platform. For example, customer service evaluation data can be linked to the virtual store rental and virtual points of the customer service entity (e.g., a merchant) on the platform. For instance, a higher customer service evaluation indicates a better overall service experience for the user on the platform, resulting in greater discounts on virtual store rentals and higher virtual points.

[0027] In one example, customer service terminal 130 and client 140 perform customer service messages through the customer service interface provided by the platform. Client 140 can be a client of the platform on the user side; different clients 140 can correspond to different user accounts, and the same client can establish sessions with different customer service terminals 130. Different customer service terminals 130 can correspond to different merchants, or different customer service accounts of the same merchant (e.g., corresponding to different customer service personnel).

[0028] In addition, the customer service management server 110 can collect customer service data, such as customer service messages, from various customer service terminals 130. Then, it associates the customer service data with various customer service attributes and stores it in the customer service record database 120. This storage process can be real-time, periodic, or uploaded or reported by the customer service terminals 130. It should be understood that customer service data includes, but is not limited to, the sending and receiving time of customer service messages, the customer service subject of the customer service message, and the sending and receiving subjects.

[0029] Figure 2 This is a flowchart illustrating the steps of a data processing method according to an embodiment of the present invention. The solution of this embodiment can be applied to any suitable electronic device with data processing capabilities, including but not limited to: servers, mobile terminals (such as mobile phones, tablets, etc.), and PCs. For example, the method of this embodiment can employ... Figure 1 The customer service management server 110 is executed.

[0030] The data processing method of this embodiment includes:

[0031] S210: Retrieve customer service messages from the target customer service entity from a customer service record database shared by multiple customer service entities. The customer service record database stores customer service message records for each of the multiple customer service entities.

[0032] It should be understood that in one scenario, different customer service entities can correspond to different merchants, different merchants can correspond to different customer service terminals, or different accounts on the same customer service terminal. In another scenario, different customer service entities can correspond to different customer service personnel, different customer service personnel can use different customer service terminals or customer service seats to provide customer service, or use different seat accounts on the same customer service terminal to provide customer service.

[0033] It should also be understood that different customer service entities can use their respective customer service terminals to upload local customer service records for a period of time to the customer service record database, or upload them to the customer service management server corresponding to the customer service record database, and then the customer service management server will transfer the customer service records to the customer service record database.

[0034] S220: Based on the various customer service messages of the target customer service subject, construct at least one set of effective customer service dialogues.

[0035] It should be understood that effective customer conversations are a better reflection of customer service scenarios than unmanaged customer service messages (customer service messages stored in the customer service record database). An effective customer conversation can include at least one customer service message. When the sender and receiver of a customer service message are different customer service entities, such a message belongs to the target customer service entity.

[0036] In addition, the target customer service entity can be one customer service entity or multiple customer service entities. When the target customer service entity is multiple customer service entities, at least one set of valid customer service dialogues reflects the comprehensive evaluation of multiple customer service entities. For example, if multiple customer service entities correspond to the same merchant, then the comprehensive evaluation of multiple customer service entities reflects the service experience evaluation of this merchant. However, it should be understood that multiple customer service entities do not include all customer service entities on the platform.

[0037] It should also be understood that at least one set of effective customer service dialogues can be constructed based on the customer service dialogue construction parameters for the target customer service subject.

[0038] S230: Evaluate the customer service of the target customer service entity based on at least one set of valid customer service dialogues.

[0039] It should be understood that customer service evaluations can be conducted based on evaluation metrics for the target customer service entity. For example, evaluation data can be generated based on the evaluation metrics for the target customer service entity, and then the evaluation data can be sent to the target customer service entity for reference.

[0040] It should also be understood that customer service evaluations can be conducted on previous customer service providers based on evaluation metrics for the target customer service provider, generating evaluation data for other customer service providers. Then, the evaluation data of other customer service providers can be sent to the target customer service provider for comparison.

[0041] In the solution of this invention embodiment, the customer service record database stores the customer service message records of multiple customer service entities. There is no need to embed the data locally on the customer service entity. The customer service messages of the target customer service entity are obtained from the customer service record database, and the customer service messages of the target customer service entity are obtained in a targeted manner. Based on at least one set of valid customer service dialogues, the customer service evaluation of the target customer service entity is carried out, which improves the reliability and personalization of the customer service evaluation.

[0042] In other examples, based on the various customer service messages of the target customer service subject, at least one set of valid customer service dialogues is constructed, including: merging adjacent messages with the same sending and receiving attributes based on the time order of each customer service message to obtain various message groups, where the sending and receiving attributes indicate the sender or receiver of the customer service message; and merging adjacent message groups with different sending and receiving attributes based on the time order of each message group to obtain at least one set of valid customer service dialogues.

[0043] In the customer service record database, quick database operations such as adding, deleting, modifying, and querying can be performed flexibly. In this embodiment, the time sorting and sending / receiving attributes of each customer service message are used as attributes of the customer service message, which can be determined through quick database operations such as adding, deleting, modifying, and querying. Then, adjacent messages with the same sending / receiving attributes and adjacent message groups with different sending / receiving attributes can be obtained quickly, thereby improving the efficiency of constructing effective customer service dialogues.

[0044] In other examples, adjacent messages with the same sending and receiving attributes are merged based on the time order of each customer service message, including: further sorting the time order of each customer service message based on the first operation command; determining adjacent messages with the same sending and receiving attributes based on the result of the further sorting; and merging adjacent messages with the same sending and receiving attributes.

[0045] In the customer service record database, the first operation command allows for quick further sorting of the time-based order of individual customer service messages, improving the efficiency of generating message groups. It should be understood that the first operation command can be the `rownumber()` function in an SQL database. Each message group can be used to generate at least one set of valid customer service dialogues, which, compared to individual customer service messages, better reflect the actual customer service scenario, thus improving the efficiency of generating at least one set of valid customer service dialogues.

[0046] In other examples, based on the first operation command, the time order of each customer service message is further sorted, including: based on the first operation command, determining the time order of each customer service message based on the sending and receiving attributes; based on the result of the further sorting, determining adjacent messages with the same sending and receiving attributes, including: determining adjacent messages with the same sending and receiving attributes based on the difference between the total time order of each customer service message and the time order based on the sending and receiving attributes.

[0047] In this example, the difference between the total time sorting of each customer service message and the time sorting based on the sending and receiving attributes can quickly determine the number of customer service messages with different sending and receiving attributes that preceded a customer service message with a certain sending and receiving attribute, thereby quickly identifying adjacent messages with the same sending and receiving attributes.

[0048] In other examples, adjacent message groups with different sending and receiving attributes are merged based on the time order of each message group, including: determining the sending and receiving time information of each message based on the second operation instruction; determining adjacent message groups with different sending and receiving attributes that match the sending and receiving time information; and merging adjacent message groups with different sending and receiving attributes.

[0049] In the customer service record database, the second operation command can efficiently retrieve the time information and time sorting information of each message group. Specifically, the time information of a message group can be the message group's reception time and sending time. As an example, the sending time can be determined based on the earliest sending time among all customer service messages in the message group, and the receiving time can be determined based on the latest receiving time among all customer service messages in the message group. Alternatively, the sending and receiving times of each customer service message can be statistically analyzed to obtain the sending and receiving times of the message group accordingly.

[0050] In other examples, constructing at least one set of valid customer service dialogues based on each customer service message of the target customer service subject also includes: determining the sending and receiving attributes of each customer service message.

[0051] In other examples, customer service evaluation of the target customer service entity is carried out based on at least one set of effective customer service dialogues, including: determining evaluation reference data for effective customer service dialogues based on preset customer service evaluation indicators of the target customer service entity; and evaluating the target customer service entity based on the evaluation reference data of the customer service dialogues.

[0052] In other examples, retrieving individual customer service messages from a customer service record database shared by multiple customer service entities includes: querying the shared customer service record database based on the target customer service entity to retrieve individual customer service messages from the target customer service entity. If a customer service message indicates a dialogue between a first customer service entity and a second customer service entity, the customer service message is divided into a first customer service message and a second customer service message, where the subject of the first customer service message is the first customer service entity, and the subject of the second customer service message is the second customer service entity.

[0053] In other examples, customer service messages of the target customer service entity are obtained from a customer service record database shared by multiple customer service entities. This includes: obtaining customer service message records of the target customer service entity from the customer service record database shared by multiple customer service entities; and filtering the customer service message records according to dialogue filtering conditions to obtain the customer service messages of the target customer service entity.

[0054] Figure 3 This is a flowchart of the steps of a data processing method according to another embodiment of the present invention.

[0055] S310: Retrieve customer service messages from the target customer service entity from a shared customer service record database. The database stores customer service message records for each of the multiple customer service entities. For further explanation and clarification of this step, please refer to [link / reference]. Figure 2 This embodiment will not be described in detail here.

[0056] S320: Based on the time sorting of each customer service message, merge adjacent messages with the same sending and receiving attributes to obtain each message group. The sending and receiving attributes indicate the sender or receiver of the customer service message.

[0057] S330: Based on the time sorting of each message group, merge adjacent message groups with different sending and receiving attributes to obtain at least one valid customer service dialogue. This step can also be called dialogue restoration, and its purpose is to restore the valid customer service dialogue.

[0058] Table 1

[0059] Message sequence number time Message Identifier sender Recipient 1 T1 A1 A B 2 T2 B1 B A 3 T3 A2 A B 4 T4 B2 B A 5 T5 B3 B A 6 T6 A3 A B 7 T7 A4 A B

[0060] In Table 1, message sequence numbers can be sorted by time. Message identifier A indicates that message A was the sender, and message identifier B indicates that message B was the sender. Table 1 shows the sending and receiving attributes, message order, and other customer service message data for each of the seven messages.

[0061] Table 2

[0062] Message sequence number time Message Identifier sender Recipient Is the sender A? 1 T1 A1 A B yes 2 T2 B1 B A no 3 T3 A2 A B yes 4 T4 B2 B A no 5 T5 B3 B A no 6 T6 A3 A B yes 7 T7 A4 A B yes

[0063] In Table 2, compared to Table 1, an additional dimension is added: whether the sender is A. This can be quickly obtained using the message identifier in Table 1.

[0064] Table 3

[0065]

[0066]

[0067] Table 3 adds dimensions such as the current send / receive attribute ordinal number, total ordinal number, and ordinal difference. In this example, the total ordinal number can be based on time sorting; in other words, it can be consistent with the message ordinal number. The current send / receive attribute ordinal number refers to the message ordinal number among all customer service messages when the sender is A, or the order of customer service messages among all customer service messages when the sender is B. Specifically, messages with ordinal numbers 1, 3, and 6 have send / receive attribute ordinal numbers of 1, 2, and 3 respectively when the sender is A. Correspondingly, messages with ordinal numbers 2, 4, 5, and 7 have send / receive attribute ordinal numbers of 1, 2, 3, and 4 respectively when the sender is B.

[0068] Table 4

[0069] Message sequence number Message Identifier Is the sender A? Ordinal number of this main body type Total Ordinal Number Ordinal difference 1 A1 yes 1 1 0 2 B1 no 1 2 1 3 A2 yes 2 3 1 4 B2 no 2 4 2 6 A3 yes 3 6 3

[0070] Specifically, based on the first operation command, the time-based sorting of each customer service message is further refined; based on the results of this further sorting, adjacent messages with the same sending and receiving attributes are identified. From the changes in Table 3 to Table 4, it can be seen that the rows corresponding to message ordinal numbers 5 and 7 in Table 3 are merged into the rows corresponding to message ordinal numbers 4 and 6 in Table 3, respectively. In other words, in Table 4, the rows corresponding to message ordinal numbers 4 and 6 correspond to message groups, not individual messages; that is, each message group includes two customer service messages.

[0071] Table 5

[0072]

[0073]

[0074] The second operation command allows for efficient acquisition of time information and time sorting information for each message group. Table 5 includes additional dimensions such as response time and response duration.

[0075] Table 6

[0076]

[0077] In Table 5, the rows with message ordinal numbers 2 and 4 are merged into the rows with message ordinal numbers 1 and 3, respectively. In other words, in Table 6, the rows with message ordinal numbers 1, 3, and 6 represent valid customer service dialogues, thus constructing the customer service dialogue for the target customer service subject. It should be understood that the above dialogue reconstruction process is merely exemplary and should not be construed as limiting all possible implementations of the present invention.

[0078] S340: Retrieve customer service message records of the target customer service entity from a customer service record database shared by multiple customer service entities.

[0079] S350: Filter customer service message records according to dialogue filtering conditions to obtain customer service messages for the target customer service subject.

[0080] Figure 4 This is a structural block diagram of a data processing apparatus according to another embodiment of the present invention. The apparatus of this embodiment can be applied to any suitable electronic device with data processing capabilities, including but not limited to: servers, mobile terminals (such as mobile phones, PADs, etc.), and PCs, for example, it is suitable for customer service management server 110.

[0081] The data processing apparatus of this embodiment includes:

[0082] The acquisition module 410 acquires customer service messages of the target customer service entity from a customer service record database shared by multiple customer service entities. The customer service record database stores the customer service message records of each of the multiple customer service entities.

[0083] The construction module 420 constructs at least one set of valid customer service dialogues based on the various customer service messages of the target customer service entity.

[0084] The evaluation module 430 evaluates the target customer service entity based on the at least one set of valid customer service dialogues.

[0085] In the solution of this invention embodiment, the customer service record database stores the customer service message records of multiple customer service entities. There is no need to embed the data locally on the customer service entity. The customer service messages of the target customer service entity are obtained from the customer service record database, and the customer service messages of the target customer service entity are obtained in a targeted manner. Based on at least one set of valid customer service dialogues, the customer service evaluation of the target customer service entity is carried out, which improves the reliability and personalization of the customer service evaluation.

[0086] In other examples, the building module is specifically used to: merge adjacent messages with the same sending and receiving attributes based on the time sorting of each customer service message to obtain each message group, wherein the sending and receiving type indicates the sender or receiver of the customer service message; and merge adjacent message groups with different sending and receiving attributes based on the time sorting of each message group to obtain at least one set of valid customer service dialogues.

[0087] In other examples, the building module is specifically used to: further sort the time order of each customer service message based on the first operation command; determine adjacent messages with the same sending and receiving attributes based on the result of the further sorting; and merge adjacent messages with the same sending and receiving attributes.

[0088] In other examples, the construction module is specifically used to: determine the time order of the various customer service messages based on the sending and receiving attributes, based on a first operation command. The step of determining adjacent messages with the same sending and receiving attributes based on the results of further sorting includes: determining adjacent messages with the same sending and receiving attributes based on the difference between the total time order of the various customer service messages and the time order based on the sending and receiving attributes.

[0089] In other examples, the building module is specifically used to: determine the sending and receiving time information of each message based on the second operation instruction; determine adjacent message groups with different sending and receiving attributes that match the sending and receiving time information; and merge the adjacent message groups with different sending and receiving attributes.

[0090] In other examples, the building module is also used to determine the sending and receiving attributes of each customer service message.

[0091] In other examples, the evaluation module is specifically used to: determine evaluation reference data for the effective customer service dialogue based on the preset customer service evaluation indicators of the target customer service entity; and evaluate the target customer service entity based on the evaluation reference data of the customer service dialogue.

[0092] In other examples, the acquisition module is specifically used to: query a customer service record database shared by multiple customer service entities based on the target customer service entity, and acquire various customer service messages of the target customer service entity. If a customer service message indicates a dialogue between a first customer service entity and a second customer service entity, then the customer service message is divided into a first customer service message and a second customer service message, wherein the subject of the first customer service message is the first customer service entity, and the subject of the second customer service message is the second customer service entity.

[0093] In other examples, the acquisition module is specifically used to: retrieve customer service message records of the target customer service entity from a customer service record database shared by multiple customer service entities; and filter the customer service message records according to dialogue filtering conditions to obtain the customer service messages of the target customer service entity.

[0094] The apparatus of this embodiment is used to implement the corresponding methods in the foregoing method embodiments and has the beneficial effects of the corresponding method embodiments, which will not be repeated here. Furthermore, the functional implementation of each module in the apparatus of this embodiment can be referred to the description of the corresponding part in the foregoing method embodiments, which will also not be repeated here.

[0095] Reference Figure 5 The diagram shows a schematic of an electronic device according to another embodiment of the present invention. The specific embodiments of the present invention do not limit the specific implementation of the electronic device.

[0096] like Figure 5 As shown, the electronic device may include: a processor 502, a communications interface 504, a memory 506 storing a program 510, and a communications bus 508.

[0097] The processor, communication interface, and memory communicate with each other via a communication bus.

[0098] A communication interface is used to communicate with other electronic devices or servers.

[0099] The processor is used to execute programs, specifically the relevant steps in the above method embodiments.

[0100] Specifically, the program may include program code, which includes computer operation instructions.

[0101] The processor may be a CPU, an Application Specific Integrated Circuit (ASIC), or one or more integrated circuits configured to implement embodiments of the present invention. The one or more processors included in a smart device may be of the same type, such as one or more CPUs; or they may be of different types, such as one or more CPUs and one or more ASICs.

[0102] Memory is used to store programs. Memory may include high-speed RAM, and may also include non-volatile memory, such as at least one disk drive.

[0103] Specifically, the program can be used to enable the processor to perform the following operations: retrieve each customer service message of the target customer service entity from a customer service record database shared by multiple customer service entities, wherein the customer service record database stores the customer service message records of each of the multiple customer service entities; construct at least one set of valid customer service dialogues based on each set of valid customer service dialogues; and evaluate the customer service of the target customer service entity based on the at least one set of valid customer service dialogues.

[0104] Furthermore, the specific implementation of each step in the program can be found in the corresponding descriptions of the steps and units in the above method embodiments, and will not be repeated here. Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the devices and modules described above can be referred to the corresponding process descriptions in the foregoing method embodiments, and will not be repeated here.

[0105] It should be noted that, depending on the implementation needs, the various components / steps described in the embodiments of the present invention can be broken down into more components / steps, or two or more components / steps or parts of the operation of components / steps can be combined into new components / steps to achieve the purpose of the embodiments of the present invention.

[0106] The methods described above according to embodiments of the present invention can be implemented in hardware, firmware, or as software or computer code that can be stored in a recording medium (such as a CD-ROM, RAM, floppy disk, hard disk, or magneto-optical disk), or as computer code originally stored on a remote recording medium or a non-transitory machine-readable medium and subsequently stored on a local recording medium, downloaded via a network. Thus, the methods described herein can be processed by software stored on a recording medium using a general-purpose computer, a dedicated processor, or programmable or dedicated hardware (such as an ASIC or FPGA). It is understood that the computer, processor, microprocessor controller, or programmable hardware includes storage components (e.g., RAM, ROM, flash memory, etc.) capable of storing or receiving software or computer code, which, when accessed and executed by the computer, processor, or hardware, implements the methods described herein. Furthermore, when a general-purpose computer accesses code used to implement the methods shown herein, the execution of the code transforms the general-purpose computer into a dedicated computer for executing the methods shown herein.

[0107] Those skilled in the art will recognize that the units and method steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementations should not be considered beyond the scope of the embodiments of the present invention.

[0108] The above embodiments are only used to illustrate the embodiments of the present invention, and are not intended to limit the embodiments of the present invention. Those skilled in the art can make various changes and modifications without departing from the spirit and scope of the embodiments of the present invention. Therefore, all equivalent technical solutions also fall within the scope of the embodiments of the present invention, and the patent protection scope of the embodiments of the present invention should be defined by the claims.

Claims

1. A data processing method, comprising: Retrieve customer service messages from the target customer service entity from a customer service record database shared by multiple customer service entities. The customer service record database stores the customer service message records of each of the multiple customer service entities. Customer service data is stored in the customer service record database in association with multiple customer service attributes. The customer service data includes at least the sending and receiving time of the customer service message, the customer service entity of the customer service message, and the sending and receiving entity. Based on the difference between the total time sorting of each customer service message and the time sorting of each customer service message based on the sending and receiving attributes, the number of customer service messages with different sending and receiving attributes preceding a customer service message with a sending and receiving attribute is determined, so as to determine adjacent messages with the same sending and receiving attributes. Merge adjacent messages with the same sending and receiving attributes to obtain message groups, where the sending and receiving attributes indicate the sender or receiver of the customer service message; Based on the time order of each message group, adjacent message groups with different sending and receiving attributes are merged to obtain at least one valid customer service dialogue. Based on the at least one set of valid customer service dialogues, the target customer service entity is evaluated.

2. The method according to claim 1, wherein, The step of evaluating the target customer service entity based on the at least one set of valid customer service dialogues includes: Based on the preset customer service evaluation indicators of the target customer service subject, the evaluation reference data of the effective customer service dialogue is determined; The target customer service entity is evaluated based on the evaluation reference data from the aforementioned customer service dialogue.

3. The method according to claim 1, wherein, The step of retrieving customer service messages from a customer service record database shared by multiple customer service entities includes: Based on the target customer service entity, a query is performed on a customer service record database shared by multiple customer service entities to retrieve various customer service messages from the target customer service entity. If a customer service message indicates a dialogue between a first customer service entity and a second customer service entity, then the customer service message is divided into a first customer service message and a second customer service message, wherein the subject of the first customer service message is the first customer service entity, and the subject of the second customer service message is the second customer service entity.

4. The method according to claim 1, wherein, The step of retrieving customer service messages from a customer service record database shared by multiple customer service entities includes: Retrieve customer service message records of the target customer service entity from a customer service record database shared by multiple customer service entities; Based on the dialogue filtering conditions, the customer service message records are filtered to obtain the customer service messages of the target customer service entity.

5. A data processing apparatus, comprising: The acquisition module retrieves customer service messages from a customer service record database shared by multiple customer service entities. The customer service record database stores customer service message records for each of the multiple customer service entities. Customer service data is stored in the customer service record database in association with multiple customer service attributes. The customer service data includes at least the sending and receiving time of the customer service message, the customer service entity of the customer service message, and the sending and receiving entity. The construction module determines the number of customer service messages with different send / receive attributes before a customer service message with a send / receive attribute based on the difference between the total time sorting of each customer service message and the time sorting of each customer service message based on the send / receive attribute, identifies adjacent messages with the same send / receive attribute, merges adjacent messages with the same send / receive attribute to obtain each message group, and merges adjacent message groups with different send / receive attributes based on the time sorting of each message group to obtain at least one set of valid customer service dialogue, wherein the send / receive attribute indicates the sender or receiver of the customer service message; The evaluation module evaluates the target customer service entity based on the at least one set of valid customer service dialogues.

6. An electronic device, comprising: The processor, memory, communication interface, and communication bus are provided, wherein the processor, memory, and communication interface communicate with each other via the communication bus. The memory is used to store at least one executable instruction that causes the processor to perform the operation corresponding to the method as described in any one of claims 1-4.

7. A computer storage medium having a computer program stored thereon, which, when executed by a processor, implements the method as described in any one of claims 1-4.

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