Customer service data processing method and device, electronic equipment and storage medium

Abstract

The application discloses a customer service data processing method and device, electronic equipment and storage medium, and relates to the technical field of computers. A specific embodiment of the method comprises: in response to a generation instruction of a customer service work order, obtaining a work order business type and an initial parameter value in the generation instruction; based on the work order business type, querying the customer service work order to include an element parameter; calling a preset parameter calling relationship library to determine a target interface set and an interface calling sequence required to call the element parameter based on the initial parameter; and based on the interface calling sequence, taking the parameter value of the initial parameter as an input value, sequentially calling the interfaces in the target interface set to obtain the parameter value of the element parameter, thereby generating a target customer service work order. The embodiment can solve the problem that the customer service personnel needs to query the element content included in the customer service work order and then fill in the element content when generating the customer service work order, thereby improving the accuracy and efficiency of generating the customer service work order.

Description

Technical Field

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

[0002] In e-commerce and other fields, users can submit service requests through customer service systems. These systems can then generate customer service tickets (CPTS) to facilitate the processing of those requests. CPTS includes required information, and this information varies depending on the service requested by the user. Currently, customer service personnel manually retrieve the required information from other systems and then fill it into the CPTS. However, this method is prone to errors and omissions, leading to low accuracy and efficiency in CPTS generation. Summary of the Invention

[0003] In view of this, embodiments of the present invention provide a customer service data processing method, apparatus, electronic device, and storage medium, which can solve the problem that customer service personnel need to manually query the elements included in the customer service work order and then fill them in when the customer service work order is generated, resulting in low accuracy and efficiency in the generation of customer service work orders.

[0004] To achieve the above objectives, according to one aspect of the present invention, a customer service data processing method is provided.

[0005] An embodiment of the present invention provides a customer service data processing method comprising: responding to a customer service work order generation instruction, obtaining the work order business type and parameter values ​​of initial parameters in the generation instruction; querying the element parameters included in the customer service work order based on the work order business type; invoking a preset parameter call relationship database to determine, based on the initial parameters, the target interface set and interface call order required to obtain the element parameters, wherein the parameter call relationship database includes call relationships between multiple parameters and interface information corresponding to each call relationship, the multiple parameters including the initial parameters and the element parameters; and, based on the interface call order, using the parameter values ​​of the initial parameters as input values, sequentially calling the interfaces in the target interface set to obtain the parameter values ​​of the element parameters, thereby generating a target customer service work order.

[0006] In one embodiment, determining the set of target interfaces and the order of interface calls required to obtain the feature parameters based on initial parameters includes:

[0007] Using the parameters in the parameter call relation library as entities and the call relations in the parameter call relation library as connecting edges, a directed graph corresponding to the parameter call relation library is generated;

[0008] The path between the entity corresponding to the initial parameter and the entity corresponding to the feature parameter is determined from the directed graph, so as to determine the target interface set and the interface call order based on the path including connecting edges.

[0009] In yet another embodiment, the path includes multiple paths, and determining the target interface set and the interface call order based on the path including connecting edges includes:

[0010] Based on the path including connecting edges, the number of times the corresponding interface is called for each path is calculated to determine the target path;

[0011] Based on the target path including connecting edges, the target interface set and the interface call order are determined.

[0012] In another embodiment, a directed graph corresponding to the parameter call relation library is generated, using parameters in the parameter call relation library as entities and call relations in the parameter call relation library as connecting edges, including:

[0013] The element parameters are determined as output parameters, and the corresponding input parameters are extracted from the relational database.

[0014] Determine whether all the input parameters are the initial parameters; if yes, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set; if no, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set, update the input parameters to the output parameters, re-extract the input parameters corresponding to the updated output parameters, and repeat the above determination operation until all the re-extracted input parameters are the initial parameters.

[0015] The directed graph is generated by using the parameters in the graph set as entities and the calling relationships in the graph set as connecting edges.

[0016] In yet another embodiment, after generating the target customer service work order based on the parameter value, the method further includes:

[0017] In response to the upgrade instruction of the target customer service ticket, query the upgrade parameters included in the target customer service ticket based on the ticket business type;

[0018] The preset parameter call relationship library is invoked to determine the set of upgrade interfaces to be called and the order of calling the upgrade interfaces required to obtain the upgrade parameters based on the initial parameters and the element parameters;

[0019] Based on the order of the upgrade interface calls, and with the parameter values ​​of the initial parameters and the element parameters as input values, the interfaces in the upgrade interface set are called sequentially to obtain the parameter values ​​of the upgrade parameters, thereby generating an upgrade customer service work order.

[0020] In yet another embodiment, invoking a relational database with preset parameters includes:

[0021] Query the historical records corresponding to the feature parameters, and determine whether the input value corresponding to the historical records is the parameter value of the initial parameters;

[0022] If yes, then extract the parameter values ​​of the element parameters from the historical records to generate the target customer service work order; otherwise, call the preset parameter call relationship library.

[0023] In yet another embodiment, generating a target customer service work order based on the parameter value includes:

[0024] A preset work order page template is invoked, and the parameter values ​​are rendered based on the element parameter identifiers in the work order page template to generate the target customer service work order.

[0025] To achieve the above objectives, according to another aspect of the present invention, a customer service data processing apparatus is provided.

[0026] An embodiment of the present invention provides a customer service data processing device comprising: an acquisition unit, configured to acquire, in response to a customer service work order generation instruction, a work order business type and parameter values ​​of initial parameters in the generation instruction; a query unit, configured to query element parameters included in the customer service work order based on the work order business type; a determination unit, configured to invoke a preset parameter call relationship database to determine, based on the initial parameters, a set of target interfaces to be invoked and an interface call order required to obtain the element parameters, wherein the parameter call relationship database includes call relationships between multiple parameters and interface information corresponding to each call relationship, the multiple parameters including the initial parameters and the element parameters; and a generation unit, configured to, based on the interface call order and with the parameter values ​​of the initial parameters as input, sequentially invoke interfaces in the target interface set to obtain the parameter values ​​of the element parameters, and generate a target customer service work order based on the parameter values.

[0027] In one embodiment, the determining unit is specifically used for:

[0028] Using the parameters in the parameter call relation library as entities and the call relations in the parameter call relation library as connecting edges, a directed graph corresponding to the parameter call relation library is generated;

[0029] The path between the entity corresponding to the initial parameter and the entity corresponding to the feature parameter is determined from the directed graph, so as to determine the target interface set and the interface call order based on the path including connecting edges.

[0030] In yet another embodiment, the path includes multiple paths;

[0031] The determining unit is specifically used for:

[0032] Based on the path including connecting edges, the number of times the corresponding interface is called for each path is calculated to determine the target path;

[0033] Based on the target path including connecting edges, the target interface set and the interface call order are determined.

[0034] In yet another embodiment, the determining unit is specifically used for:

[0035] The element parameters are determined as output parameters, and the corresponding input parameters are extracted from the relational database.

[0036] Determine whether all the input parameters are the initial parameters; if yes, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set; if no, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set, update the input parameters to the output parameters, re-extract the input parameters corresponding to the updated output parameters, and repeat the above determination operation until all the re-extracted input parameters are the initial parameters.

[0037] The directed graph is generated by using the parameters in the graph set as entities and the calling relationships in the graph set as connecting edges.

[0038] In another embodiment, the query unit is further configured to, in response to the upgrade instruction of the target customer service work order, query the upgrade parameters included in the target customer service work order based on the work order business type;

[0039] The determining unit is also used to call a preset parameter call relationship library to determine the set of upgrade interfaces to be called and the order of upgrade interface calls required to obtain the upgrade parameters based on the initial parameters and the element parameters;

[0040] The generation unit is further configured to, based on the upgrade interface call order, use the parameter values ​​of the initial parameters and the element parameters as input values, sequentially call the interfaces in the upgrade interface set to obtain the parameter values ​​of the upgrade parameters, so as to generate an upgrade customer service work order.

[0041] In yet another embodiment, the determining unit is specifically used for:

[0042] Query the historical records corresponding to the feature parameters, and determine whether the input value corresponding to the historical records is the parameter value of the initial parameters;

[0043] If yes, then extract the parameter values ​​of the element parameters from the historical records to generate the target customer service work order; otherwise, call the preset parameter call relationship library.

[0044] In yet another embodiment, the generating unit is specifically used for:

[0045] A preset work order page template is invoked, and the parameter values ​​are rendered based on the element parameter identifiers in the work order page template to generate the target customer service work order.

[0046] To achieve the above objectives, according to another aspect of the present invention, an electronic device is provided.

[0047] An electronic device according to an embodiment of the present invention includes: one or more processors; and a storage device for storing one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors implement the customer service data processing method provided in the embodiment of the present invention.

[0048] To achieve the above objectives, according to another aspect of the present invention, a computer-readable medium is provided.

[0049] An embodiment of the present invention provides a computer-readable medium having a computer program stored thereon, which, when executed by a processor, implements the customer service data processing method provided in the embodiment of the present invention.

[0050] One embodiment of the above invention has the following advantages or beneficial effects: Since the element parameters included in each work order are usually obtained directly from the initial parameters, or from the intermediate parameters obtained from the initial parameters and then from the intermediate parameters, the embodiments of the present invention pre-configure the interfaces and interface information to be called when directly or indirectly querying element parameters. Each interface information can represent the calling relationship between the corresponding interface input parameters and interface output parameters, thereby obtaining a parameter calling relationship library; In the embodiments of the present invention, in response to the generation instruction of the customer service work order, the work order business type and the parameter values ​​of the initial parameters can be obtained. Based on the work order business type, the element parameters included in the customer service work order can be queried, and then the preset parameter calling relationship library can be called. The target interface set and interface calling order to be called to obtain the element parameters from the initial parameters can be determined, thereby sequentially calling the interfaces in the target interface set to obtain the parameter values ​​of the element parameters, and thus generating the target customer service work order. In this embodiment of the invention, by using a preset parameter call relationship library, the set of target interfaces and the order of interface calls required to obtain the element parameters can be directly determined. Thus, the parameter values ​​of the element parameters can be obtained by calling the target interfaces in sequence. This can automatically generate target customer service work orders, thereby avoiding the operation of customer service personnel and improving the accuracy and efficiency of customer service work order generation.

[0051] The further effects of the aforementioned unconventional alternative methods will be explained below in conjunction with specific implementation methods. Attached Figure Description

[0052] The accompanying drawings are provided to better understand the invention and are not intended to unduly limit the scope of the invention. Wherein:

[0053] Figure 1 This is a schematic diagram of a main flow of a customer service data processing method according to an embodiment of the present invention;

[0054] Figure 2 This is a schematic diagram of a directed graph according to an embodiment of the present invention;

[0055] Figure 3 This is yet another schematic diagram of a directed graph according to an embodiment of the present invention;

[0056] Figure 4 This is a schematic diagram of a main process of a customer service work order escalation method according to an embodiment of the present invention;

[0057] Figure 5 This is another schematic diagram of a directed graph according to an embodiment of the present invention;

[0058] Figure 6 This is a schematic diagram of the main units of a customer service data processing device according to an embodiment of the present invention;

[0059] Figure 7 This is an exemplary system architecture diagram in which embodiments of the present invention can be applied;

[0060] Figure 8 This is a schematic diagram of the structure of a computer system suitable for implementing embodiments of the present invention. Detailed Implementation

[0061] The following description, in conjunction with the accompanying drawings, illustrates exemplary embodiments of the present invention, including various details to aid understanding. These details should be considered merely exemplary. Therefore, those skilled in the art will recognize that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of the invention. Similarly, for clarity and brevity, descriptions of well-known functions and structures are omitted in the following description.

[0062] It should be noted that, unless otherwise specified, the embodiments and features described in the present invention can be combined with each other. The acquisition, storage, use, and processing of data in the technical solutions of this application all comply with the relevant provisions of national laws and regulations.

[0063] This invention provides a customer service data processing system that can be used in scenarios where customer service work orders are generated.

[0064] Specifically, a customer service data processing system can be used to generate customer service work orders when users submit customer service requests. This system can be part of the customer service system or a separate system, allowing for data exchange between the two. When a user submits a service request, a customer service work order is typically generated to record and process the request.

[0065] Customer service tickets typically include basic user information, such as user identifiers, which can be directly obtained from the customer service system (e.g., user login information) without needing to be queried from other third-party systems. Customer service tickets also include other parameters that need to be queried from other systems, and these queries must be based on the user's basic information. Therefore, in this embodiment of the invention, the user's basic information that can be directly obtained from the customer service ticket is determined as the initial parameters, and the parameters in the customer service ticket that need to be queried from other systems using the initial parameters are determined as element parameters. Since the element parameters included in customer service tickets typically differ for different business types, this embodiment of the invention can pre-establish a correspondence between ticket business types and element parameters to facilitate the determination of the element parameters included in the customer service ticket.

[0066] Since feature parameters are usually obtained directly or indirectly based on initial parameters, that is, feature parameters are obtained directly from initial parameters, or one or more intermediate parameters are obtained from initial parameters and then obtained through querying, the embodiments of the present invention pre-configure the interfaces to be called and the interface information required when directly or indirectly querying feature parameters.

[0067] Specifically, the interface can be a third-party system that provides parameter queries and is registered with the gateway of the customer service data processing system. By calling the interface, users can access the third-party system to query parameter values. Specifically, to facilitate interface calls, the gateway can adapt different interface protocols and then uniformly provide a standard RESTful protocol interface. The RESTful interfaces of third-party systems do not need to be adapted again by the gateway. Interface information can include the interface address, interface protocol, interface input parameters, and interface output parameters, etc. The interface can be defined through a preset configuration page. The class used for interface definition can be as follows: `Gateavlnterface` represents the interface identifier.

[0068] Gateavlnterface

[0069] -interfacetName:String

[0070] -interfaceAddiress:String

[0071] -method:String

[0072] -input:List<string>

[0073] -output:List<string>

[0074] As can be seen from the above interface information, each interface is configured with output parameters and input parameters. Therefore, it can be determined that there is a calling relationship between the input and output parameters; that is, the output parameters can be retrieved from the input parameters through an interface call. Thus, in this embodiment of the invention, the calling relationship between parameters can be determined based on the configured interfaces and interface information. Furthermore, a parameter calling relationship library can be constructed based on the calling relationships and the corresponding interface information. This library includes calling relationships between multiple parameters and the interface information corresponding to each calling relationship. The multiple parameters include the initial parameters and feature parameters included in each work order, and may also include intermediate parameters required when retrieving feature parameters from the initial parameters.

[0075] For example, if the initial parameter is a user identifier and the work order type is credit card deferred repayment, the initial parameter of the customer service work order is the user identifier, and the element parameter is the installment order number. Querying the installment order number requires first retrieving the bill number based on the user identifier, and then retrieving the installment order number based on the bill number. Therefore, a first interface and a second interface can be pre-configured. The first interface uses the user identifier as the input parameter and the bill number as the output parameter, while the second interface uses the bill number as the input parameter and the installment order number as the output parameter. This allows us to determine the calling relationships between the user identifier and the bill number, and between the bill number and the installment order number. This enables the construction of a parameter calling relationship library, which includes the calling relationships between the user identifier and the bill number, between the bill number and the installment order number, and the interface information corresponding to each calling relationship. This allows us to determine the set of interfaces and the order of interface calls required to obtain the element parameter from the initial parameter, the user identifier.

[0076] It should be noted that, in this embodiment of the invention, the defined interface and the corresponding feature parameter can also be bound to facilitate querying the interface corresponding to the feature parameter. The class definition of the binding proxy can be as follows, where propextyCode represents the feature parameter name.

[0077] Property

[0078] -propextyCode:String

[0079] -alias:Striog

[0080] -gatewayInterface:GatewayInterface

[0081] This invention provides a customer service data processing method, which can be executed by a customer service data processing system, such as... Figure 1 As shown, the method includes:

[0082] S101: In response to the customer service work order generation instruction, obtain the work order business type and initial parameter values ​​in the generation instruction.

[0083] The customer service ticket generation command can be triggered by the customer service system after a user submits a service request. Specifically, it can be triggered by customer service personnel through page operations, such as interacting with controls or buttons provided on the page. The generation command includes the ticket business type and initial parameters in the customer service ticket, such as the user identifier. For example, customer service personnel can select the ticket business type on the new customer service ticket page to confirm the ticket business type in the generation command.

[0084] S102: Based on the work order business type, query the element parameters included in the customer service work order.

[0085] The correspondence between the work order business type and the element parameters is pre-established, so customer service work orders, including element parameters, can be queried based on the work order business type. For example, if the work order business type is credit card repayment extension and the element parameter is installment order number, a correspondence can be established between credit card repayment extension and installment order number.

[0086] S103: Call the preset parameter call relation library to determine the target interface set and interface call order required to obtain the feature parameters based on the initial parameters.

[0087] The parameter call relationship database includes call relationships between multiple parameters and corresponding interface information for each call relationship. These parameters include initial parameters and feature parameters. The target interface set represents the interfaces required to query feature parameters; it can include one or more interfaces. When the target interface set includes multiple interfaces, it indicates that intermediate parameters must first be queried from the initial parameters, and then feature parameters must be queried from the intermediate parameters. All interfaces in the target interface set must be called in the order they are invoked to query feature parameters.

[0088] Specifically, in this embodiment of the invention, to accurately and quickly determine the target interface set and the interface call order, a directed graph can be generated based on a parameter call relationship database. In the directed graph, parameters in the parameter call relationship database are entities, and call relationships are connecting edges. These connecting edges are directional, with the input parameters of the interface corresponding to the call relationship pointing in the direction of the output parameters. Since the input and output parameters of an interface are typically not reversed, the directed graph is a directed acyclic graph.

[0089] Assume the parameter call relational database includes parameters P0, P1, P2, P3, P4, P5, P6, and P7, where P0 is the initial parameter and does not need to be queried through an interface call. Table 1 shows the call relationships between parameters in the parameter call relational database and the corresponding interfaces.

[0090] Table 1

[0091]

[0092] In Table 1, the target parameters represent the parameters that can be retrieved through API calls. Using each parameter as an entity and the call relationships as edges, a corresponding directed graph can be generated, such as... Figure 2 As shown. Based on Figure 2 The directed graph shown can determine the path between the entities corresponding to the initial parameters and the entities corresponding to each target parameter, that is, the path from the initial parameters to the target parameters, as shown in Table 2.

[0093] Table 2

[0094]

[0095]

[0096] As shown in Table 2, taking the acquisition of target parameter P3 as an example, the path is to first call interface M1 based on P0 to query intermediate parameter P1, and then call interface M3 based on P0 and P1 to query intermediate parameter P3. In this way, the path between the entities corresponding to the initial parameters and the entities corresponding to the feature parameters can be determined through the directed graph. Since each connecting edge in the directed graph corresponds to a calling relationship, and the calling relationship corresponds to the interface, and the path is directed, the target interface set and the interface calling order can be determined based on the obtained path including the connecting edges. (The above...) Figure 2 Taking P3 as an example, based on the path, the corresponding target interface set can be determined to include M1 and M3, and the interface call order is to call M1 first and then M3.

[0097] In some embodiments, there are multiple paths to derive feature parameters, as shown on page 7 of Table 2. There are two paths between the entity corresponding to the initial parameters and the entity corresponding to the feature parameters. One of these paths can be selected. To reduce the time and resources spent querying feature parameters, it is generally better to call as few interfaces as possible. Therefore, in this step, for multiple paths, the number of interface calls for each path can be calculated based on the connecting edges. Then, the target path is determined based on the number of calls. Specifically, the path with the fewest calls is selected as the target path. Then, based on the connecting edges of the target path, the target interface set and the interface call order are determined.

[0098] like Figure 2 As shown, P0 leads to P7, which corresponds to two paths, namely path 1 and path 2 in Table 2. Path 1 involves entities P0, P2, and P7, while path 2 involves entities P0, P1, P2, P3, P4, P5, and P7. The number of interface calls for path 1 is 2, and the number of interface calls for path 2 is 6. Therefore, path 2 can be determined as the target path, and the determined target interface set is M2 and M6. The interface call order is to call M2 first and then M6.

[0099] It should be noted that since the parameter call relationship library includes multiple parameters, some of which may be unrelated to the query feature parameters, in this embodiment of the invention, before generating the directed graph, the parameters and call relationships related to the query feature parameters can be determined from the parameter call relationship library.

[0100] Specifically, since the initial parameters are already obtained, and feature parameters can only be queried based on the initial parameters, this invention can first extract the input parameters with the feature parameters as output parameters in reverse order according to the calling relationship, and then determine whether all of these input parameters are initial parameters. If the input parameters are initial parameters, it means that the feature parameters can be directly queried from the initial parameters. In this case, the input parameters, output parameters, and the calling relationship between the input and output parameters are added to the graph set, and a directed graph is subsequently generated based on the graph set. If the input parameters are not initial parameters, it means that the feature parameters cannot be directly queried from the initial parameters. In this case, the input parameters include intermediate parameters. In this case, the input parameters, output parameters, and the calling relationship between the input and output parameters are first added to the graph set, and then the input parameters are updated to output parameters. The input parameters corresponding to the updated output parameters are then extracted again, and it is determined again whether all the re-extracted input parameters are initial parameters. This process is repeated until all the re-extracted input parameters are initial parameters, resulting in the graph set. The parameters included in the graph set are the parameters related to the queried feature parameters, and a directed graph can be generated based on the graph set.

[0101] It should be noted that in this embodiment of the invention, the initial parameters may include multiple parameters, and the target interface set and interface call order can be determined based on multiple initial parameters. In this embodiment of the invention, the input parameters represent the interface input parameters, and the output parameters represent the interface output parameters.

[0102] For example, using Table 1 as a parameter to call a relational database, with P0 and P2 as initial parameters and P7 as feature parameters, P0 and P2 are known. The map set can be determined first, and then a directed map can be generated, such as... Figure 3 As stated above. Based on Figure 3 It can be determined that P7 is derived from P0 and P2 through two paths: path 3 and path 4. Path 3 involves entities P2 and P7, while path 4 involves entities P0, P1, P2, P3, P4, P5, and P7. The number of interface calls for path 3 is 1, and the number of interface calls for path 4 is 5. Therefore, path 3 can be determined as the target path, the target interface set is determined as M6, and the interface call order is calling M6.

[0103] S104: Based on the interface call order, with the parameter value of the initial parameter as the input value, the interfaces in the target interface set are called sequentially to obtain the parameter value of the element parameter in order to generate the target customer service work order.

[0104] In step S103, after obtaining the target interface set and the interface call order, the interfaces in the target interface set can be called sequentially with the parameter values ​​of the initial parameters as input values ​​to obtain the parameter values ​​of the element parameters, thereby generating the target customer service work order.

[0105] Specifically, in this embodiment of the invention, customer service work orders can be used for page display. Therefore, a preset work order page template is used, in which the display position of parameter values ​​is marked by element parameter identifiers. Then, the parameter values ​​are rendered based on the element parameter identifiers in the work order page template to generate a target customer service work order.

[0106] It should be noted that in this embodiment of the invention, the query process and results of the element parameters can also be stored to form a historical record. Therefore, before executing step S103, the historical record corresponding to the element parameters can be obtained first. Since the parameter values ​​of the queried element parameters will only be the same if the parameter values ​​of the initial parameters are the same, after obtaining the historical record, it is necessary to determine whether the input value corresponding to the historical record is the parameter value of the initial parameter in step S101. If so, the parameter value of the element parameter can be extracted from the historical record to generate the target customer service work order; if not, steps S103 and S104 need to be executed, that is, the preset parameter call relationship database is invoked.

[0107] In this embodiment of the invention, by using a preset parameter call relationship library, the set of target interfaces and the order of interface calls required to obtain the element parameters can be directly determined. Thus, the parameter values ​​of the element parameters can be obtained through a single call to the target interface. This can automatically generate target customer service work orders, thereby avoiding the need for customer service personnel to operate and improving the accuracy and efficiency of customer service work order generation.

[0108] It should be noted that for existing customer service tickets, sometimes it may be necessary to upgrade them due to factors such as service upgrades. When upgrading a customer service ticket, it is necessary to fill in the upgrade parameters.

[0109] Below Figure 1 Based on the illustrated embodiment, the method for escalating the target customer service work order after step S104 in the embodiment of the present invention will be specifically described, such as... Figure 4 As shown, the method includes:

[0110] S401: In response to the upgrade instruction of the target customer service ticket, query the upgrade parameters included in the target customer service ticket based on the ticket business type.

[0111] The escalation command for the target customer service ticket can be triggered by customer service personnel. The ticket's business type has already been obtained, and the escalation parameters can then be queried based on the business type. The correspondence between the ticket business type and the escalation parameters is pre-configured.

[0112] S402: Call the preset parameter call relation library to determine the set of upgrade interfaces to be called and the order of upgrade interface calls required to obtain upgrade parameters based on the initial parameters and feature parameters.

[0113] Since the parameter values ​​of the feature parameters have already been obtained, this step is equivalent to using both the initial parameters and feature parameters as initial parameters, and the upgrade parameters as feature parameters. The upgrade interface set and upgrade interface call order are determined by using the principle of determining the target interface set and interface call order in step S103.

[0114] For example, taking Table 3 as a graph set determined by calling the relational database from the parameters, with P0 as the initial parameter, P4 and P5 as feature parameters, and P7 as the upgrade parameter, a directed graph can be generated as follows: Figure 5 As shown. (Through) Figure 5 We can determine that P7 has paths 5 and 6. Path 5 is from P0 to P2, and then from P2 to P7. Path 6 is from P4 and P5 to P7. Therefore, the number of times the interface is called for path 5 is 2, and the number of times the interface is called for path 6 is 1. So we can determine that path 6 is the path to query P7. The determined set of upgrade interfaces is M5, and the order of upgrade interface calls is calling M5.

[0115] Table 3

[0116]

[0117] It should be noted that the data processing principle in this step is the same as... Figure 1 The data processing principles in the illustrated embodiments are the same, and will not be repeated here.

[0118] S403: Based on the order of upgrading interface calls, with the parameter values ​​of the initial parameters and element parameters as input, the interfaces in the upgrading interface set are called sequentially to obtain the parameter values ​​of the upgrading parameters in order to generate an upgrading customer service work order.

[0119] It should be noted that the data processing principle in this step is the same as... Figure 1 The data processing principle corresponding to step S104 in the illustrated embodiment is the same, and will not be repeated here.

[0120] In this embodiment of the invention, by using a preset parameter call relationship library, the set of target interfaces and the order of interface calls required to obtain the element parameters can be directly determined. Thus, the parameter values ​​of the element parameters can be obtained by calling the target interfaces in sequence. This can automatically generate target customer service work orders, thereby avoiding the operation of customer service personnel and improving the accuracy and efficiency of customer service work order generation.

[0121] To address the problems existing in the prior art, embodiments of the present invention provide a customer service data processing device 600, such as... Figure 6 As shown, the device 600 includes:

[0122] The acquisition unit 601 is used to respond to the customer service work order generation instruction and acquire the work order business type and parameter values ​​of the initial parameters in the generation instruction.

[0123] The query unit 602 is used to query the element parameters included in the customer service work order based on the work order business type.

[0124] The determining unit 603 is used to call a preset parameter call relationship library to determine the target interface set and interface call order required to obtain the feature parameters based on the initial parameters. The parameter call relationship library includes call relationships between multiple parameters and interface information corresponding to each call relationship. The multiple parameters include the initial parameters and the feature parameters.

[0125] The generation unit 604 is used to call the interfaces in the target interface set sequentially based on the interface call order and with the parameter value of the initial parameter as the input value, to obtain the parameter value of the element parameter, and to generate a target customer service work order based on the parameter value.

[0126] It should be understood that the manner in which embodiments of the present invention are implemented is different from the implementation method. Figure 1 The embodiments shown are the same and will not be described again here.

[0127] In one embodiment, the determining unit 603 is specifically used for:

[0128] Using the parameters in the parameter call relation library as entities and the call relations in the parameter call relation library as connecting edges, a directed graph corresponding to the parameter call relation library is generated;

[0129] The path between the entity corresponding to the initial parameter and the entity corresponding to the feature parameter is determined from the directed graph, so as to determine the target interface set and the interface call order based on the path including connecting edges.

[0130] In yet another embodiment, the path includes multiple paths;

[0131] The determining unit 603 is specifically used for:

[0132] Based on the path including connecting edges, the number of times the corresponding interface is called for each path is calculated to determine the target path;

[0133] Based on the target path including connecting edges, the target interface set and the interface call order are determined.

[0134] In yet another embodiment, the determining unit 603 is specifically used for:

[0135] The element parameters are determined as output parameters, and the corresponding input parameters are extracted from the relational database.

[0136] Determine whether all the input parameters are the initial parameters; if yes, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set; if no, add the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set, update the input parameters to the output parameters, re-extract the input parameters corresponding to the updated output parameters, and repeat the above determination operation until all the re-extracted input parameters are the initial parameters.

[0137] The directed graph is generated by using the parameters in the graph set as entities and the calling relationships in the graph set as connecting edges.

[0138] In another embodiment, the query unit 602 is further configured to respond to the upgrade instruction of the target customer service work order and query the target customer service work order including upgrade parameters based on the work order business type;

[0139] The determining unit 603 is also used to call a preset parameter call relationship library to determine the set of upgrade interfaces to be called and the order of upgrade interface calls required to obtain the upgrade parameters based on the initial parameters and the element parameters.

[0140] The generation unit 604 is further configured to, based on the upgrade interface call order, use the parameter values ​​of the initial parameters and the element parameters as input values, sequentially call the interfaces in the upgrade interface set to obtain the parameter values ​​of the upgrade parameters, so as to generate an upgrade customer service work order.

[0141] In yet another embodiment, the determining unit 603 is specifically used for:

[0142] Query the historical records corresponding to the feature parameters, and determine whether the input value corresponding to the historical records is the parameter value of the initial parameters;

[0143] If yes, then extract the parameter values ​​of the element parameters from the historical records to generate the target customer service work order; otherwise, call the preset parameter call relationship library.

[0144] In yet another embodiment, the generating unit 604 is specifically used for:

[0145] A preset work order page template is invoked, and the parameter values ​​are rendered based on the element parameter identifiers in the work order page template to generate the target customer service work order.

[0146] It should be understood that the manner in which embodiments of the present invention are implemented is different from the implementation method. Figure 2 The embodiments shown are the same and will not be described again here.

[0147] In this embodiment of the invention, by using a preset parameter call relationship library, the set of target interfaces and the order of interface calls required to obtain the element parameters can be directly determined. Thus, the parameter values ​​of the element parameters can be obtained through a single call to the target interface. This can automatically generate target customer service work orders, thereby avoiding the need for customer service personnel to operate and improving the accuracy and efficiency of customer service work order generation.

[0148] According to embodiments of the present invention, an electronic device and a readable storage medium are also provided.

[0149] An electronic device according to an embodiment of the present invention includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, the instructions being executed by the at least one processor to cause the at least one processor to perform the customer service data processing method provided in the embodiment of the present invention.

[0150] Figure 7 An exemplary system architecture 700 is shown that can be applied to the customer service data processing method or customer service data processing apparatus of the present invention.

[0151] like Figure 7 As shown, system architecture 700 may include terminal devices 701, 702, and 703, a network 704, and a server 705. Network 704 serves as the medium for providing communication links between terminal devices 701, 702, and 703 and server 705. Network 704 may include various connection types, such as wired or wireless communication links, or fiber optic cables, etc.

[0152] Users can use terminal devices 701, 702, and 703 to interact with server 705 via network 704 to receive or send messages, etc. Various client applications can be installed on terminal devices 701, 702, and 703.

[0153] Terminal devices 701, 702, and 703 can be, but are not limited to, smartphones, tablets, laptops, and desktop computers, etc.

[0154] Server 705 can be a server that provides various services. The server can analyze and process data such as received product information query requests, and feed back the processing results (such as product information - just an example) to the terminal device.

[0155] It should be noted that the customer service data processing method provided in this embodiment of the invention is generally executed by server 705, and correspondingly, the customer service data processing device is generally located in server 705.

[0156] It should be understood that Figure 7The number of terminal devices, networks, and servers shown is merely illustrative. Depending on implementation needs, any number of terminal devices, networks, and servers can be included.

[0157] The following is for reference. Figure 8 It shows a schematic diagram of the structure of a computer system 800 suitable for implementing embodiments of the present invention. Figure 8 The computer system shown is merely an example and should not be construed as limiting the functionality and scope of use of the embodiments of the present invention.

[0158] like Figure 8 As shown, the computer system 800 includes a central processing unit (CPU) 801, which can perform various appropriate actions and processes based on programs stored in read-only memory (ROM) 802 or programs loaded from storage section 808 into random access memory (RAM) 803. The RAM 803 also stores various programs and data required for the operation of the system 800. The CPU 801, ROM 802, and RAM 803 are interconnected via a bus 804. An input / output (I / O) interface 805 is also connected to the bus 804.

[0159] The following components are connected to I / O interface 805: an input section 806 including a keyboard, mouse, etc.; an output section 807 including a cathode ray tube (CRT), liquid crystal display (LCD), etc., and speakers, etc.; a storage section 808 including a hard disk, etc.; and a communication section 809 including a network interface card such as a LAN card, modem, etc. The communication section 809 performs communication processing via a network such as the Internet. A drive 810 is also connected to I / O interface 805 as needed. A removable medium 811, such as a disk, optical disk, magneto-optical disk, semiconductor memory, etc., is installed on drive 810 as needed so that computer programs read from it can be installed into storage section 808 as needed.

[0160] In particular, according to the embodiments disclosed in this invention, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, embodiments disclosed in this invention include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via communication section 809, and / or installed from removable medium 811. When the computer program is executed by central processing unit (CPU) 801, it performs the functions defined above in the system of this invention.

[0161] It should be noted that the computer-readable medium shown in this invention can be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium can be, for example,—but not limited to—an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination thereof. In this invention, a computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In this invention, a computer-readable signal medium can include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. Computer-readable signal media can also be any computer-readable medium other than computer-readable storage media, which can send, propagate, or transmit a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wireless, wire, optical fiber, RF, etc., or any suitable combination thereof.

[0162] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of the present invention. In this regard, each block in a flowchart or block diagram may represent a unit, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in a block diagram or flowchart, and combinations of blocks in a block diagram or flowchart, may be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0163] The units described in the embodiments of the present invention can be implemented in software or hardware. The described units can also be housed in a processor; for example, a processor can be described as including an acquisition unit, a query unit, a determination unit, and a generation unit. The names of these units do not necessarily limit the specific unit; for example, the acquisition unit can also be described as a "unit for parameter value acquisition."

[0164] In another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiments; or it may exist independently and not assembled into the device. The computer-readable medium carries one or more programs that, when executed by the device, cause the device to perform the customer service data processing method provided by the present invention.

[0165] The specific embodiments described above do not constitute a limitation on the scope of protection of this invention. Those skilled in the art should understand that various modifications, combinations, sub-combinations, and substitutions can occur depending on design requirements and other factors. Any modifications, equivalent substitutions, and improvements made within the spirit and principles of this invention should be included within the scope of protection of this invention.

Claims

1. A customer data processing method, characterized by, The method comprises the following steps: in response to a generation instruction of a customer service order, obtaining the order service type and the initial parameter value in the generation instruction; based on the order service type, querying the element parameters included in the customer service order; calling a preset parameter calling relationship library to determine the target interface set and the interface calling sequence required for calling the element parameters based on the initial parameters, wherein the parameter calling relationship library includes the calling relationship between multiple parameters and the interface information corresponding to each calling relationship, and the multiple parameters include the initial parameters and the element parameters; based on the interface calling sequence, taking the parameter value of the initial parameter as the input value, calling the interfaces in the target interface set in sequence to obtain the parameter value of the element parameter, and generating a target customer service order; determining the target interface set and the interface calling sequence required for calling the element parameters based on the initial parameters, comprising: generating a directed graph corresponding to the parameter calling relationship library by taking the parameters in the parameter calling relationship library as entities and the calling relationship in the parameter calling relationship library as connection edges; determining the path between the entity corresponding to the initial parameter and the entity corresponding to the element parameter from the directed graph to determine the target interface set and the interface calling sequence based on the path including connection edges.

2. The method of claim 1, wherein, The path includes multiple paths; determining the target interface set and the interface calling sequence based on the path including connection edges, comprising: based on the path including connection edges, calculating the number of interface calls corresponding to each path to determine a target path; based on the target path including connection edges, determining the target interface set and the interface calling sequence.

3. The method of claim 1, wherein, generating a directed graph corresponding to the parameter calling relationship library by taking the parameters in the parameter calling relationship library as entities and the calling relationship in the parameter calling relationship library as connection edges, comprising: determining the element parameter as an output parameter, extracting the input parameters corresponding to the output parameter from the parameter calling relationship library; determining whether all the input parameters are initial parameters; if yes, adding the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set; if not, adding the input parameters, the output parameters, and the calling relationship between the input parameters and the output parameters to the graph set, updating the input parameters to the output parameters, reextracting the input parameters corresponding to the updated output parameters, and re-executing the above determination operation until all the reextracted input parameters are initial parameters; taking the parameters in the graph set as entities and the calling relationship in the graph set as connection edges to generate the directed graph.

4. The method of claim 1, wherein, After generating the target customer service order based on the parameter value, the method further comprises the following steps: in response to an upgrade instruction of the target customer service order, querying the upgrade parameters included in the target customer service order based on the order service type; calling a preset parameter calling relationship library to determine the upgrade interface set and the upgrade interface calling sequence required for calling the upgrade parameters based on the initial parameters and the element parameters; Based on the upgrade interface calling sequence, taking the initial parameter and the parameter value of the element parameter as input values, interfaces in the upgrade interface set are called in sequence to obtain the parameter value of the upgrade parameter, so as to generate an upgrade customer service order.

5. The method of claim 1, wherein, The preset parameter calling relationship library is called, including: The historical record corresponding to the element parameter is queried, and it is judged whether the input value corresponding to the historical record is the parameter value of the initial parameter; If yes, the parameter value of the element parameter is extracted from the historical record to generate a target customer service order; if not, the preset parameter calling relationship library is called.

6. The method of claim 1, wherein, Based on the parameter value, a target customer service order is generated, including: A preset order page template is called, and the parameter value is rendered based on the element parameter identifier in the order page template to generate a target customer service order.

7. A customer service data processing apparatus characterized by comprising: Including: An acquisition unit is configured to acquire an order business type and a parameter value of an initial parameter in a generation instruction of a customer service order in response to the generation instruction; A query unit is configured to query element parameters included in the customer service order based on the order business type; A determination unit is configured to call a preset parameter calling relationship library to determine a target interface set and an interface calling sequence required to call the element parameter based on the initial parameter, wherein the parameter calling relationship library includes calling relationships between a plurality of parameters and interface information corresponding to each calling relationship, and the plurality of parameters include the initial parameter and the element parameter; A generation unit is configured to call interfaces in the target interface set in sequence based on the interface calling sequence and taking the parameter value of the initial parameter as an input value to obtain a parameter value of the element parameter, and generate a target customer service order based on the parameter value; The determination unit is specifically configured to: generate a directed graph corresponding to the parameter calling relationship library by taking parameters in the parameter calling relationship library as entities and taking calling relationships in the parameter calling relationship library as connection edges; determine a path between an entity corresponding to the initial parameter and an entity corresponding to the element parameter from the directed graph to determine the target interface set and the interface calling sequence based on the path including connection edges.

8. An electronic device, comprising: Including: One or more processors; A storage device for storing one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors implement the method of any one of claims 1-6.

9. A computer readable medium having stored thereon a computer program, characterized in that The program is executed by the processor to implement the method of any one of claims 1-6.

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