Information processing method, server and platform

Abstract

The application provides an information processing method, a server and a platform, which comprises the following steps: receiving request information forwarded by an open platform, wherein the request information is sent to the open platform by an external application account or an external application program, and the request information carries first identification information of at least one external user; converting the first identification information into second identification information which can be recognized by an internal organization server; and distributing the request information carrying the second identification information to a virtual number of at least one internal staff, so as to establish an instant communication session between the at least one internal staff and the at least one external user. The application can reduce system burden and cost, improve the response efficiency of the background system in response to the information sent by the instant communication terminal, and further improve the information transmission efficiency between the instant communication terminal and the internal organization.

Description

Technical Field

[0001] This invention belongs to the field of computer technology, specifically relating to an information processing method, server, and platform. Background Technology

[0002] With the rapid development of the internet industry, online customer service has become an important part of customer service.

[0003] In existing technologies, users typically use third-party platforms to communicate with customer service staff. Using these platforms requires both users and staff to install corresponding customer service clients. Users send messages to staff through these clients, and staff use them to provide feedback on the processing results. However, using third-party platforms increases the cost and burden on the backend system, reducing its response efficiency to user messages and consequently decreasing the efficiency of information transmission between the user and customer service staff. Summary of the Invention

[0004] To address the aforementioned technical problems, this invention provides an information processing method, server, and platform.

[0005] On one hand, the present invention proposes an information processing method, the method comprising:

[0006] The system receives request information forwarded by the open platform. The request information is sent to the open platform by an external application account or an external application. The request information carries the first identification information of at least one external user.

[0007] The first identification information is converted into a second identification information that can be recognized by the internal organization server;

[0008] The request information carrying the second identification information is assigned to the virtual number of the at least one internal employee to establish an instant messaging session between the at least one internal employee and the at least one external user.

[0009] On the other hand, embodiments of the present invention provide an information processing method, the method comprising:

[0010] Receive request information sent by the external application account or external application, wherein the request information carries first identification information of at least one external user;

[0011] The request information is forwarded to an internal organization server, so that the internal organization server receives the request information, converts the first identification information into a second identification information that can be recognized by the internal organization server, and causes the internal organization server to distribute the request information carrying the second identification information to the at least one internal employee, so as to establish an instant messaging session between the at least one internal employee and the at least one external user.

[0012] On the other hand, embodiments of the present invention provide an information processing server, the server comprising:

[0013] The first receiving module is used to receive request information forwarded by the open platform. The request information is sent to the open platform by an external application account or an external application. The request information carries the first identification information of at least one external user.

[0014] A conversion module is used to convert the first identification information into second identification information that can be recognized by the internal organization server;

[0015] The allocation module is used to allocate request information carrying the second identification information to the at least one internal employee to establish an instant messaging session between the at least one internal employee and the at least one external user.

[0016] On the other hand, embodiments of the present invention provide an information processing platform, the platform comprising:

[0017] The second receiving module is used to receive request information sent by the external application account or external application, wherein the request information carries first identification information of at least one external user;

[0018] The forwarding module is configured to forward the request information to an internal organization server, so that the internal organization server receives the request information, converts the first identification information into a second identification information that can be recognized by the internal organization server, and enables the internal organization server to allocate the request information carrying the second identification information to the virtual number of the at least one internal employee, so as to establish an instant messaging session between the at least one internal employee and the at least one external user.

[0019] On the other hand, the present invention proposes an electronic device comprising a processor and a memory, wherein the memory stores at least one instruction or at least one program, and the at least one instruction or at least one program is loaded and executed by the processor to implement the information processing method as described above.

[0020] On the other hand, the present invention proposes a computer-readable storage medium storing at least one instruction or at least one program, wherein the at least one instruction or the at least one program is loaded and executed by a processor to implement the information processing method as described above.

[0021] The information processing method, server, and platform proposed in this invention receive request information forwarded by an open platform from at least one external application account or application. The method converts the first identifier information of the external user carried in the request information into second identifier information recognizable by the internal organization's server. This conversion ensures the request information can circulate within the internal organization and improves information transmission security. The request information is then assigned to the virtual number of at least one internal employee to establish an instant messaging session between the external user and the internal employee. Since the external user and internal employee can communicate using an instant messaging client, the cost and burden on the backend system are reduced, thereby improving the backend system's response efficiency to information sent by the instant messaging client, and ultimately improving the information transmission efficiency between the instant messaging client and the internal organization. Attached Figure Description

[0022] To more clearly illustrate the technical solutions and advantages 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 of the present invention. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0023] Figure 1 This is a system architecture diagram for information processing provided in an embodiment of the present invention.

[0024] Figure 2 This is a flowchart illustrating an information processing method provided in an embodiment of the present invention.

[0025] Figure 3 This is a schematic diagram of an external session interface provided in an embodiment of the present invention.

[0026] Figure 4 This is a flowchart illustrating another information processing method provided in an embodiment of the present invention.

[0027] Figure 5 This is a schematic diagram of a virtual data editing interface provided in an embodiment of the present invention.

[0028] Figure 6 This is a schematic diagram of an internal conversation interface provided in an embodiment of the present invention.

[0029] Figure 7 This is a schematic diagram of a session transfer process provided by an embodiment of the present invention.

[0030] Figure 8 This is a schematic diagram of a session transfer interface provided in an embodiment of the present invention.

[0031] Figure 9 This is a flowchart illustrating another information processing method provided in an embodiment of the present invention.

[0032] Figure 10 This is a flowchart illustrating another information processing method provided in an embodiment of the present invention.

[0033] Figure 11 This is a structural block diagram of an information processing server provided in an embodiment of the present invention.

[0034] Figure 12 This is a structural block diagram of an information processing platform provided in an embodiment of the present invention.

[0035] Figure 13 This is a hardware structure block diagram of a server provided in an embodiment of the present invention. Detailed Implementation

[0036] To enable those skilled in the art to better understand the present invention, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings of the embodiments of the present invention. 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 without creative effort should fall within the scope of protection of the present invention.

[0037] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this invention are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of the invention described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or server that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or devices.

[0038] Figure 1 This is a system architecture diagram for information processing provided by an embodiment of the present invention. For example... Figure 1As shown, the system architecture may include an external instant messaging client 01, an open platform 02, an internal organization server 03, and an internal organization instant messaging client 04.

[0039] This open platform is used to expose application programming interfaces (APIs) and callback interfaces, and supports the open capability of customer service messages.

[0040] To enable communication between external users (who can be users from external application accounts or applications) and internal employees of the internal organization's instant messaging platform, the developers of the external application accounts or applications can pre-authorize their accounts on the open platform. If the developers agree to authorization, the platform can issue corresponding tokens, such as access tokens or refresh tokens, to the official account or mini-program and store these tokens in the internal organization's server 03. This token serves as a globally unique credential for API calls to the external application account or application; it is required when calling various APIs.

[0041] The internal organization server 03 may include an access layer and a logic layer.

[0042] This access layer provides callback interfaces to receive information sent by the open platform. It also maintains authorized tokens, which serve as credentials for API calls to the open platform.

[0043] This logical layer may include an identification information module, a customer service management module, and a messaging system. This layer is primarily used to handle message allocation logic, matching and waiting logic, and agent online / offline logic.

[0044] The external instant messaging client 01, the open platform 02, the internal organization server 03, and the internal organization instant messaging client 04 can be directly or indirectly connected via wired or wireless communication, and this embodiment of the invention does not impose any limitations. For example, the external instant messaging client 01 can send a request message to the open platform 02 through the above connection. The open platform 02 can forward the request message to the internal organization server 03 through the above connection. The internal organization server 03 can distribute the request message to internal employees and display the request message on the internal organization instant messaging client 04. The internal organization server 03 can send the information processing result obtained by the internal employee in processing the request message to the open platform 02 through the above connection. The open platform 02 can forward the information processing result to the external instant messaging client 01. The external application account or external application in the external instant messaging client 01 can display the information processing result based on the external session interface.

[0045] Specifically, the external instant messaging terminal 01 can be a smartphone, tablet, laptop, desktop computer, smart TV, smartwatch, etc., but is not limited to these.

[0046] Specifically, the internal organization server 03 can be an independent physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms.

[0047] It should be noted that, Figure 1 This is just one example.

[0048] Figure 2 This is a flowchart illustrating an information processing method provided in an embodiment of the present invention. This method can be used for... Figure 1 In the system architecture described herein, this specification provides the operational steps of the methods described in the embodiments or module diagrams, but based on conventional or non-inventive labor, more or fewer operational steps may be included. The order of steps listed in the embodiments is merely one possible execution order among many and does not represent the only execution order. In actual system or server products, the methods shown in the embodiments or figures can be executed sequentially or in parallel (e.g., in a parallel processor or multi-threaded processing environment; these servers can also be node servers on a blockchain). Specifically, as shown in the embodiments or drawings... Figure 2 As shown, the method may include:

[0049] S101. An external application account or external application sends a request message to the open platform, the request message carrying the first identification information of at least one external user.

[0050] In this embodiment of the invention, when at least one external user from an external application account or external application needs to communicate with internal employees in an internal organization (e.g., for consultation, business processing, complaints, etc.), a request message carrying the first identification information of at least one external user can be sent to the open platform.

[0051] For example, the external application account or external application can be an account or application in an external instant messaging client, which can be a client with instant messaging functionality used by at least one external user (e.g., a WeChat client with a personal WeChat installed).

[0052] For example, the "internal organization" could be a customer service company, which could be used to provide external customer service. Accordingly, the "internal employee" could be a customer service agent within that company. Figure 1 The internal instant messaging client can be a client application with instant messaging capabilities used by the internal employees (e.g., the WeChat Work client with the customer service company's WeChat Work installed). Accordingly, Figure 1 The internal organization server can be the backend server corresponding to the instant messaging terminal of that internal organization (for example, the enterprise WeChat backend server corresponding to the enterprise WeChat terminal of that customer service company).

[0053] In some embodiments, the external application account or external application sending request information to the open platform may include: the external application account or external application, in response to an information sending instruction triggered by an external user based on an external session interface, sending request information carrying first identification information to the open platform, wherein the external session interface is an interface in the external application account or external application.

[0054] For example, the external application account can be a public account, which can be an application account (such as a WeChat public account) applied for by the developer or merchant on the public platform. When the public account is a WeChat public account, it can include a subscription account and a service account.

[0055] For example, the external application can also be a mini-program, which is an application that can be used without downloading or installing it, and users can open the application by "scanning" or "searching". For example, the mini-program can be a WeChat mini-program.

[0056] For example, such as Figure 3 As shown, Figure 3This is a schematic diagram of an external chat interface provided in an embodiment of the present invention. When an external user wants to communicate with internal employees of the aforementioned customer service company, they can follow and access the external application account or external application through this external instant messaging client, and open, for example... Figure 3 The external chat interface is shown. Users can input the content to be communicated in the form of text, voice, or images, and click the send button on the external chat interface to trigger the message sending command. The external instant messaging client responds to the message sending command by sending a request message carrying the first identification information and the communication content to the open platform.

[0057] For example, when the "internal organization" is a customer service company, the customer service company can be the company corresponding to the external application account or external application. For instance, if the "external application account" is a shopping WeChat official account corresponding to a shopping platform, then the customer service company can be the company to which the shopping platform belongs.

[0058] In this embodiment, an external user can be a user who registers and uses an external application account or external application. The first identification information is used to uniquely identify the external user.

[0059] As mentioned above, when external users need to communicate with internal employees within the organization, they can directly send requests using the corresponding instant messaging client, offering both convenience and a good user experience. Furthermore, using the corresponding instant messaging client directly reduces system load and costs, thereby improving the response efficiency of external instant messaging clients to messages sent by external users. This, in turn, improves the information transmission efficiency between the instant messaging client and the internal organization's servers, avoiding the problems of poor communication convenience and user experience, high costs, and excessive system load associated with installing third-party platforms.

[0060] For example, the first identification information can be distributed by the open platform to the external application account or external application in the instant messaging client when the instant messaging client accesses the open platform.

[0061] Of course, in addition to distributing the first identification information to instant messaging clients, the open platform can also distribute external customer service identification information to internal organization servers. In some embodiments, the steps for the open platform to distribute identification information may be as follows:

[0062] Connect external application accounts or external applications, as well as internal organizational servers, to this open platform.

[0063] The open platform distributes the first identification information to the external instant messaging client and distributes the external customer service identification information to the internal organization server.

[0064] In this embodiment, after the developer of the external application account or external application authorizes it on the open platform, the external instant messaging client and the internal organization server have established a connection with the open platform. At this time, the open platform can distribute first identification information to the external application account or external application in the external instant messaging client, and distribute external customer service identification information to the access layer in the internal organization server, so that the external instant messaging client and the internal organization server can carry out subsequent information transmission based on the identification information distributed by the open platform.

[0065] In this embodiment, the first identification information can be defined as `openid`, and the external customer service identification information can be defined as `kfopenid`. `openid` can be a string type, and this string type can be a variable-length string. Each external user generates a secure `openid` for that external application account or application, which is used to uniquely identify the external user. `kfopenid` is also a string type, and it can be used to receive messages carrying the `openid`.

[0066] In this embodiment, the advantage of having the open platform issue the corresponding identification information is that the open platform provides APIs and callback interfaces, supporting the open capability of customer service messages. After the developer of an external application account or application authorizes the open platform, the platform issues the corresponding identification information and verifies and converts this identification information during subsequent information transmission, thereby ensuring the security of information transmission.

[0067] S103. The open platform forwards the request information to the internal organization server.

[0068] In this embodiment of the invention, after the open platform receives a request from an external instant messaging client, it can forward the request to the internal organization server.

[0069] S105. The internal organization server receives the request information.

[0070] S107. The internal organization server converts the first identification information into second identification information that can be recognized by the internal organization server.

[0071] In this embodiment of the invention, the internal organization server can receive request information sent by the open platform through the access layer, and first determine whether the authorization information of the corresponding external application account or external application is valid. If the authorization information is valid, proceed to step S107; if the authorization information is invalid, the communication process between the external user and the internal employee ends. Specifically, the validity of the authorization information can be determined based on the token generated during the authorization process. If the token used by the instant messaging client to send the request information to the open platform matches the token stored in the access layer during the authorization process, the authorization information is valid; otherwise, the authorization information is invalid.

[0072] In this embodiment of the invention, after the authorization information is valid, the access layer can send the request information to the identification information module. The identification information module receives the request information carrying the first identification information (openid) through the external customer service identification information (kfopenid).

[0073] Since both `openid` and `kfopenid` are open identifiers, they cannot be recognized within an organization (e.g., within WeChat Work). To facilitate information flow and security within the organization, this identifier module can map the first identifier (`openid`) to a second identifier (`cid`) that can be recognized by the internal organizational server, facilitating the flow of the request information within the organization. Similarly, it can map the external customer service identifier (`kfopenid`) to a virtual number identifier (`kfid`) that can be recognized by the internal organizational server, facilitating its flow within the organization. 。

[0074] The second identification information (cid) can be an integer, which is a unique identity document (ID) corresponding to each user within the organization (e.g., within WeChat Work). The virtual number identification information (kfid) can also be an integer, which is the ID corresponding to each preset virtual number, used within the organization (e.g., within WeChat Work). Optionally, the integer can be specified using decimal, hexadecimal, or octal notation, and can be preceded by an optional sign (- or +).

[0075] The process of mapping the first identifier (openid) to the second identifier (cid) can be as follows: The information identification module generates the second identifier (cid), stores the second identifier (cid), and establishes a mapping relationship between the first identifier (openid) and the second identifier (cid). For example, if the first identifier (openid) of an external user in an external application account or application is the string "1234", then the information identification module can generate the integer "123 (one hundred and twenty-three)" and establish a mapping relationship between the string "123" and the integer "123 (one hundred and twenty-three)". As another example, if the first identifier (openid) of an external user in an external application account or application is the string "ab56cd87", then the information identification module can generate "output decimal integer 5687 in %d format" and establish a mapping relationship between the string "ab56cd87" and "output decimal integer 5687 in %d format".

[0076] The process of mapping external customer service identifier information (kfopenid) to virtual number identifier information (kfid) can be as follows: The information identification module generates the virtual number identifier information (kfid), stores the virtual number identifier information (kfid), and establishes a mapping relationship between the external customer service identifier information (kfopenid) and the virtual number identifier information (kfid). The virtual number identifier information (kfid) can be the identifier information corresponding to a subsequently preset virtual number; at this time, the mapping relationship between the external customer service identifier information (kfopenid) and the virtual number identifier information (kfid) can be established directly.

[0077] Figure 4 The diagram shown is a flowchart illustrating another information processing method provided in an embodiment of the present invention. Figure 4 As shown, after the internal organization server receives the request information, the method may further include: S106. Obtaining user data of external users.

[0078] In some embodiments, the step of obtaining user data from external users may include:

[0079] S10601. The internal organization server sends a user data acquisition request from at least one external user to the open platform, and the user data acquisition request carries the first identification information.

[0080] S10603. The open platform responds to the user data acquisition request, obtains user data of at least one external user from the external application account or external application based on the first identification information, and sends the user data to the internal organization server.

[0081] In this embodiment, the identification information module can also use the first identification information (openid) to retrieve the external user's user data (profile data) from the open platform. This user data is used for subsequent display within the organization (e.g., within WeChat Work). Specifically, as described in S10601, the identification information module can send a user retrieval request carrying the first identification information (openid) to the open platform. Then, as described in S10603, the open platform responds to the user retrieval request, retrieves the external user's user data from the instant messaging client based on the first identification information (openid), and forwards the user data to the identification information retrieval module.

[0082] The user data can be data files related to the external user, including user information and configuration information. Specifically, it can be real data generated by the external user in external application accounts or external applications, behavioral characteristics, and information actively filled in by the user (such as name, avatar, etc.).

[0083] In this embodiment, the identification information module in the internal organization server retrieves the user data of the external user from the open platform based on the first identification information (openid), so that the internal organization server can subsequently display the user data to internal employees in the corresponding internal conversation interface. Since internal employees can see the user data of the external user in the corresponding internal conversation interface, the user experience and convenience of communication between internal employees and external users are improved.

[0084] In this embodiment of the invention, after the identification information module maps the first identification information (openid) to the second identification information (cid) and the external customer service identification information (kfopenid) to the virtual number identification information (kfid), the identification information module can deliver the request information to the customer service management module. Accordingly, the method may further include: S108. The customer service management module, based on the virtual number identification information (kfid), determines a target virtual number in an idle state and the target internal employee corresponding to that target virtual number from a preset pool of virtual numbers.

[0085] In this embodiment of the invention, the preset virtual number is a pre-set virtual number. That is, the method may further include: S001. Creating a preset virtual number.

[0086] In some embodiments, continue as follows Figure 4 As shown, the steps for creating a preset virtual number may include:

[0087] S0011. The internal organization server responds to a virtual data editing instruction triggered based on the virtual data editing interface and determines the preset virtual data used to create the preset virtual number.

[0088] S0013. The internal organization server creates the preset virtual number based on the preset virtual data and establishes a mapping relationship between the preset virtual number and the preset virtual data.

[0089] Figure 5 The diagram shown is a schematic representation of a virtual data editing interface provided in an embodiment of the present invention. The internal organization server can respond to virtual data editing commands, log in to the management terminal of the internal organization's instant messaging client, and open, for example... Figure 5 The virtual data editing interface shown allows users to upload avatars, fill in names, select message sources, choose corresponding agents, and set message distribution methods. This data is then used as the preset virtual data for creating a preset virtual number. A mapping relationship between the preset virtual number and the preset virtual data is established.

[0090] The "message source" refers to the external application accounts or applications from which the preset virtual number can receive messages. For example, if the message source is set to "Official Account A" and "Application B", then the preset virtual number can receive messages sent by external users from "Official Account A" and "Application B".

[0091] Here, "agent" refers to the internal employee behind the preset virtual number, that is, the internal employee who uses the preset virtual number to communicate with the external user. The configuration of this internal employee is integrated with the internal organizational structure; it can be a department, a tag group, or an individual. The advantage of integrating the agent configuration with the internal organizational structure is that this configuration method adapts equally when employees are added or removed from the internal organization, eliminating the need for additional settings for new employees and facilitating more efficient management of agent personnel within the organization.

[0092] When the agent is from a specific department, all internal employees within that department can use this preset virtual number to communicate with external users. The number of internal employees corresponding to each preset virtual number can also be set; for example, one preset virtual number can correspond to a maximum of 100 internal employees.

[0093] Taking an individual as an example, the preset virtual number can correspond to at least one agent. For instance, if the internal organization server selects employee A and employee B as the internal employees corresponding to the preset virtual number on the virtual data editing interface, then both employee A and employee B can act as agents behind the preset virtual number.

[0094] The “message distribution method” refers to the way received messages are distributed to agents.

[0095] For example, if the "message distribution method" is "distribute messages to agents with fewer service users", then in subsequent message transmission, messages will be preferentially distributed to internal employees with fewer service users.

[0096] When editing message distribution methods, the internal organization server can also choose whether to enable "Last Priority" (i.e., prioritizing messages to agents who have previously served the external customer). If enabled, messages will be preferentially distributed to agents who have served the external customer during subsequent message transmissions. For example, if external customer A sends a request message, and agent B has previously served external customer A, the internal organization server will prioritize assigning the request message from external customer A to agent B for processing when it determines that agent B is available. Because agent B has previously served external customer A, agent B will have a better understanding of external user A's preferences and needs, thereby improving communication smoothness and enhancing the user experience for external user A.

[0097] It's important to note that the avatar and name uploaded by the internal organization's server in the virtual data editing interface can only be the avatar and name corresponding to the preset virtual number, not the actual avatar and name of the agent (i.e., internal employee) on the internal organization's instant messaging platform (such as WeChat Work). In other words, the agent provides customer service to external users using the image of the preset virtual number. Therefore, when external users communicate with the agent, they can see the avatar and name corresponding to the preset virtual number, but not the actual avatar and name of the agent corresponding to that preset virtual number, thus ensuring the information privacy and security of the internal employee.

[0098] As can be seen from the above process of setting up the preset virtual number, the internal organization server can create a preset virtual number for communication with external users by simply configuring it on the virtual data editing interface. This is low-cost and low-system burden, thereby improving the response efficiency of the internal organization server to information sent by the instant messaging client, and further improving the information transmission efficiency between the instant messaging client and the internal organization server. This avoids the problems of poor communication convenience and user experience, high cost and excessive system burden caused by downloading or configuring other software.

[0099] It should be noted that in some scenarios, the configuration to create the preset virtual number on the virtual data editing interface can also be manually set by an administrator within the organization.

[0100] In some embodiments, continue as follows Figure 4 As shown, S108 may include:

[0101] S10801. The internal organization server determines the target virtual number from the preset virtual numbers based on the virtual number identification information, which is currently online and has fewer than the preset number threshold of external users currently being served.

[0102] S10803. Based on this mapping relationship, the internal organization server obtains the target virtual data corresponding to the target virtual number, which includes the target internal employees.

[0103] In this embodiment, the virtual number identifier information (kfid) can be the identifier information of a preset virtual number. The internal organization server can then obtain the attribute information of each preset virtual number based on the virtual number identifier information (kfid). First, it determines whether the server queue of each preset virtual number is full (i.e., whether the number of external users currently served by each preset virtual number has reached the preset service limit). If so, the request information is placed in the message waiting queue pool. If not, it determines whether there are any idle service providers among the preset virtual numbers whose service queues are not currently full (i.e., whether the preset virtual numbers whose service queues are not currently full are online). If there are preset virtual numbers that are currently online and whose service queues are not full, then these online preset virtual numbers with unfulfilled service queues are selected as the target virtual number. If all preset virtual numbers with unfulfilled service queues are currently offline, the request information is placed in the message waiting pool.

[0104] For request messages placed in the message waiting pool, the internal organization server will reallocate them when a preset virtual number becomes available.

[0105] In this embodiment, by identifying the target virtual number that is currently online and whose number of external users currently being served is less than a preset threshold based on the virtual number identification information, the accuracy of the target virtual number determination can be improved, thereby improving the efficiency and accuracy of communication between external users and internal employees.

[0106] In this embodiment of the invention, after the internal organization server determines the target virtual number, it can obtain the target virtual data corresponding to the target virtual number according to a pre-established mapping relationship. For example, as shown... Figure 5 As shown, the target virtual data may include the corresponding agent (i.e., internal employee), avatar, name, message source, message distribution method, etc.

[0107] Since the target virtual data includes the internal employee, the internal organization server can directly obtain the corresponding target internal employee from the target virtual data.

[0108] S109. The internal organization server assigns a request message carrying second identification information to the virtual number of at least one internal employee to establish an instant communication session between at least one internal employee and at least one external user.

[0109] For example, continue as follows Figure 4 As shown in S109, after the internal organization server determines the target virtual number and the corresponding target internal employee, it can allocate the request information carrying the second identification information to the target virtual number according to the message allocation method, thereby establishing an instant communication session between the target internal employee and the at least one external user.

[0110] Suppose the message allocation method is "assign messages to agents with fewer service users," and "previous priority" is enabled (i.e., prioritize assigning messages to agents who have previously served the external customer). The internal organization server can first determine if any of the target internal employees have previously served the external user. If so, the request is assigned to that internal employee; otherwise, it is assigned to an internal employee with fewer current service users.

[0111] In this embodiment of the invention, the following continues... Figure 4 As shown, after the internal organization server assigns the request information carrying the second identification information to at least one internal employee, the method may further include:

[0112] S1011. The internal organization server displays request information and user data carrying second identification information based on the internal session interface.

[0113] S1013. The internal organization server responds to at least one internal employee by sending the information processing result corresponding to the requested information to the open platform based on the information sending instruction triggered by the internal session interface.

[0114] S1015. The open platform forwards the information processing result to an external application account or external application.

[0115] S1017. An external application account or external application receives the information processing result and displays the information processing result and the target virtual data in an external session interface.

[0116] Figure 6 The diagram shown is a schematic representation of an internal session interface provided in an embodiment of the present invention. In this embodiment, after the internal organization server assigns the request information carrying the second identification information to at least one internal employee (e.g., the target internal employee in S10805), it can, as follows: Figure 6The internal conversation interface shown displays the request information, the external user's user data, and other information (e.g., notifying the internal employee that they have been configured as customer service) to at least one internal employee. Since the external user's user data contains a lot of information, only the user's information displayed in a list can be shown here, such as the external user's image information and identification information. The image information may include avatar information, and the identification information may include name information.

[0117] It should be noted that the request information can be displayed in the internal conversation interface in the form of text, voice, images, etc. Of course, if the request information sent by the external user is a voice call or video call, a prompt message for the voice call request or video call request can be displayed in the internal conversation interface.

[0118] When at least one internal employee sees the request information sent by the external user in the internal session interface, they can click... Figure 6 The system retrieves the image or identification information of an external user, thereby entering a conversation interface for individual communication with that external user. In this conversation interface, at least one internal employee can select the "send" button to trigger a message sending instruction, sending the message processing result corresponding to the request information to the open platform, which then forwards it to the external instant messaging terminal.

[0119] After receiving the information processing result on the external instant messaging client, the processing result and the target virtual data can be displayed to the external user in the corresponding external session interface. Since the target virtual data contains a lot of content, only the information that the user has listed in the target virtual data can be displayed here, such as image information and identification information in the target virtual data. The image information can include avatar information, and the identification information can include name information, etc.

[0120] It should be noted that the information processing result can be displayed in the external conversation interface in the form of text, voice, images, etc. Of course, if the request information sent by the external user is a voice call or video call, a notification message indicating that the voice call or video call connection was successful can be displayed in the external conversation interface when at least one internal employee accepts the voice call or video call.

[0121] In some embodiments, the at least one internal employee can also set a status (including online and offline status) and display this status in the internal conversation interface. If the at least one internal employee is set to online status, it means that they can continue to receive request information sent by external users; if the at least one internal employee is set to offline status, it means that they will no longer receive request information sent by external users. This allows internal employees to determine whether to continue receiving messages based on their own needs on the internal organization's instant messaging platform (e.g., WeChat Work), improving user experience and the flexibility and convenience of request information distribution.

[0122] It should be noted that communication between external users and at least one internal employee has all the basic attributes of chat, including pinning, do not disturb, image files, and text messages.

[0123] As mentioned above, when internal employees communicate with external users, they can directly use the internal organization's instant messaging client (e.g., WeChat Work) to receive requests from external users and display them in the internal conversation interface within that client. This provides good convenience for information sending and a good user experience. Furthermore, directly using the internal organization's instant messaging client (e.g., WeChat Work) to receive information reduces system load and costs, thereby improving the response efficiency of the internal organization's server to messages sent from the internal instant messaging client. This, in turn, improves the information transmission efficiency between the instant messaging client and the internal organization's instant messaging client, avoiding the problems of poor communication convenience and user experience, high costs, and excessive system load associated with installing third-party platforms.

[0124] Since the request information is distributed by the internal organizational server according to a pre-set message distribution method, in actual applications, at least one internal employee assigned the request information may be unable to process it for some reason, resulting in the request information not being processed in a timely manner and thus reducing the efficiency of information processing. To solve this problem, the at least one internal employee can also forward the assigned request information to other internal employees. Figure 7 The diagram shown is a schematic representation of a session transfer process according to an embodiment of the present invention. Figure 7 As shown, in some embodiments, the method may further include:

[0125] S201. In response to at least one internal employee, the internal organization server retrieves multiple candidate internal employees who are currently in an idle state based on a session transfer instruction triggered by the session transfer interface in the corresponding internal organization instant messaging client.

[0126] S203. The internal organization server displays the identification information of the multiple candidate internal employees based on the session transfer interface.

[0127] S205. In response to at least one internal employee, the internal organization server forwards a request message carrying second identification information to the target candidate internal employee corresponding to the member identification selection instruction triggered by the session transfer interface, so as to establish an instant communication session between the target candidate internal employee and at least one external user.

[0128] Figure 8 The diagram shown is a schematic representation of a session transfer interface provided in an embodiment of the present invention. When at least one internal employee needs to transfer a request from an external user, they can... Figure 6 Clicking on the external user's image or identifier information on the interface shown will redirect to a page such as... Figure 8 The aforementioned session transfer interface displays the external user's image and identification information. At least one internal employee can use this interface to search for chat and service records with the external user, and can also configure settings for messages sent by the external user (e.g., pinning chats to the top, message do-not-disturb, etc., effectively improving user experience). When the at least one internal employee clicks the "Transfer Session" button on the interface, a session transfer command is triggered. The internal organization server responds to this command, retrieves multiple candidate internal employees who are currently idle (e.g., the number of users served has not reached the service limit and they are online), and displays their identification information on the interface. The at least one internal employee then selects any identification information from these candidate employees, triggering a member identification selection command. The internal organization server responds to this command, sending the request to the target candidate internal employee corresponding to the selected identification information, thereby establishing an instant messaging session between the target candidate internal employee and the external user.

[0129] For example, at least one internal employee can choose whether to transfer the session based on their own needs, thereby ensuring that the requested information can be processed in a timely manner and improving the efficiency of information processing. Furthermore, the recipient of the session transfer can be specified by the at least one internal employee, thus avoiding the problem of the target candidate internal employee being unable to process the requested information in a timely manner due to some reason, which is caused by the internal organization server directly specifying the target candidate internal employee, thereby further improving the efficiency of information processing. In addition, since a preset virtual number may correspond to multiple agents, directly displaying the preset virtual number may prevent the at least one internal employee from accurately identifying the agent behind the preset virtual number. To facilitate the internal employee in better specifying the target candidate internal employee for session transfer, the internal organization server can directly display the identification information of the candidate internal employee.

[0130] For example, the identification information of a preset virtual number can also be displayed. After an internal employee selects the identification information of the specified preset virtual number, the internal organization server will determine the corresponding candidate internal employee, thereby improving the flexibility of session transfer.

[0131] For example, when the internal organization server responds to the session transfer instruction, it can also directly select any one of the multiple candidate internal employees in an idle state as the target candidate internal employee, without the internal employee having to make the selection, thereby further improving the flexibility of session transfer.

[0132] In practical applications, there may be situations where external user inquiries are too numerous or complex for a single internal employee to handle. To address this issue, in some embodiments, new employees can be added to jointly handle external customer conversations.

[0133] For example, the session of adding new employees to jointly face external clients can specifically be:

[0134] The internal organization server responds to at least one internal employee by obtaining multiple candidate internal employees who are currently in an idle state based on a session transfer instruction triggered by the session transfer interface.

[0135] The internal organization server displays identification information for multiple candidate internal employees based on a session transfer interface.

[0136] In response to at least one internal employee, the internal organization server establishes an instant messaging session group based on a member identifier selection instruction triggered by the session transfer interface, and forwards a request message carrying second identifier information to the instant messaging session group to establish an instant messaging session between at least one internal employee, at least one external user, and the target candidate internal employee corresponding to the member identifier selection instruction.

[0137] Optionally, the object to establish the instant messaging session group can be specified by the at least one internal employee, thereby avoiding the problem that the target candidate internal employee may be unable to process the requested information in a timely manner due to some reason when the target candidate internal employee is directly specified by the internal organization server, thus further improving the efficiency of information processing.

[0138] Optionally, when the internal organization server responds to the session transfer instruction, it can also directly select any one of the multiple candidate internal employees in an idle state as the target candidate internal employee and directly establish the instant messaging session group without the internal employee having to make the selection, thereby further improving the flexibility of session transfer.

[0139] In this embodiment, when internal staff are unable to handle inquiries from external customers, new staff can be added to jointly address the conversations with external customers, thereby ensuring that external users' requests are processed in a timely manner, improving information processing efficiency and the user experience for external users.

[0140] The following section describes this information processing method using an internal organizational server as the execution entity.

[0141] Figure 9 The diagram shown is a flowchart illustrating another information processing method provided in an embodiment of the present invention. Figure 9 As shown, the method may include:

[0142] S301. Receive request information forwarded by the open platform. The request information is sent to the open platform by an external application account or an external application. The request information carries the first identification information of an external user corresponding to at least one external instant messaging terminal.

[0143] S303. Convert the first identification information into a second identification information that can be recognized by the internal organization server.

[0144] S305. Assign the request information carrying the second identification information to the virtual number of at least one internal employee to establish an instant messaging session between the at least one internal employee and at least one external user.

[0145] In this embodiment of the invention, after receiving the request information forwarded by the open platform, the method may further include:

[0146] Send a user data acquisition request for at least one external user to the open platform, the user data acquisition request carrying the first identification information; so that the open platform responds to the user data acquisition request and acquires the user data of the at least one external user from the external application account or external application based on the first identification information.

[0147] Receive user data forwarded by the open platform.

[0148] In some embodiments, before receiving the request information forwarded by the open platform, the method may further include:

[0149] In response to a virtual data editing command triggered by the virtual data editing interface, determine the preset virtual data used to create the preset virtual number.

[0150] A preset virtual number is created based on preset virtual data, and a mapping relationship is established between the preset virtual number and the preset virtual data.

[0151] In this embodiment of the invention, after assigning the request information carrying the second identification information to the virtual number of at least one internal employee, the method may further include:

[0152] The internal session interface displays request information and user data carrying a second identifier.

[0153] In response to at least one internal employee triggering an information sending instruction based on an internal session interface, the information processing result corresponding to the request information is sent to the open platform, so that the open platform forwards the information processing result to an external application account or external application; and so that the external application account or external application receives the information processing result and displays the information processing result in the external session interface corresponding to the external application account or external application.

[0154] In some embodiments, the method may further include:

[0155] The request information is received based on the external customer service identification information, and the external customer service identification information is converted into virtual number identification information; the external customer service identification information is distributed by the open platform.

[0156] Based on the virtual number identification information, a target virtual number is determined from the preset virtual numbers that is currently online and serves fewer than a preset threshold number of external users.

[0157] Based on the mapping relationship, obtain the target virtual data corresponding to the target virtual number, which includes the target internal employees.

[0158] Accordingly, the above-mentioned allocation of request information carrying the second identification information to the virtual number of at least one internal employee to establish an instant messaging session between at least one internal employee and at least one external user may include:

[0159] The request information carrying the second identification information is assigned to the target virtual number to establish an instant communication session between the target's internal employees and at least one external user.

[0160] In some embodiments, the method may further include:

[0161] In response to at least one internal employee, based on a session transfer instruction triggered by the session transfer interface, obtain multiple candidate internal employees who are currently in an idle state.

[0162] Based on this session transfer interface, the identification information of the multiple candidate internal employees is displayed.

[0163] In response to at least one internal employee, based on the member identifier selection instruction triggered by the session transfer interface, a request message carrying the second identifier information is forwarded to the target candidate internal employee corresponding to the member identifier selection instruction, so as to establish an instant communication session between the target candidate internal employee and at least one external user.

[0164] The following section introduces this information processing method, using the open platform as the implementing entity.

[0165] Figure 10 The diagram shown is a flowchart illustrating another information processing method provided in an embodiment of the present invention. Figure 10 As shown, the method may include:

[0166] S401. Receive a request message sent by an external application account or an external application, the request message carrying first identification information of an external user corresponding to at least one external instant messaging terminal.

[0167] S403. Forward the request information to the internal organization server so that the internal organization server receives the request information, converts the first identification information into a second identification information that can be recognized by the internal organization server; and causes the internal organization server to assign the request information carrying the second identification information to the virtual number of at least one internal employee so as to establish an instant communication session between at least one internal employee and at least one external user.

[0168] In this embodiment of the invention, receiving request information sent by an external application account or an external application may include:

[0169] Receive request information sent by an external application account or external application, the request information being an external application account or external application, in response to information sent by at least one external user based on an information sending instruction triggered by an external session interface, the external session interface being an interface within the external application account or external application.

[0170] The following describes the information processing method using an external application account or external application as the executing entity. This method may include:

[0171] Send a request message to an open platform, the request message carrying first identification information of at least one external user; cause the open platform to forward the request message to an internal organization server; cause the internal organization server to receive the request message, convert the first identification information into second identification information that can be recognized by the internal organization server; and cause the internal organization server to assign the request message carrying the second identification information to the virtual number of at least one internal employee, so as to establish an instant messaging session between at least one internal employee and at least one external user.

[0172] In this embodiment of the invention, sending request information to the open platform may include:

[0173] In response to an information sending instruction triggered by at least one external user based on an external session interface, a request message carrying first identification information is sent to the open platform. The external session interface is an interface in an external application account or an external application.

[0174] like Figure 11 As shown, this embodiment of the invention also provides an information processing server, which may include:

[0175] The first receiving module 501 can be used to receive request information forwarded by the open platform. The request information is sent to the open platform by an external application account or an external application. The request information carries the first identification information of at least one external user.

[0176] The conversion module 503 can be used to convert the first identification information into second identification information that can be recognized by the internal organization server.

[0177] The allocation module 505 can be used to allocate request information carrying second identification information to the virtual ID of the at least one internal employee, so as to establish an instant communication session between the at least one internal employee and at least one external user.

[0178] In some embodiments, the server may further include:

[0179] The user data acquisition request sending module can be used to send a user data acquisition request for at least one external user to the open platform, wherein the user data acquisition request carries the first identification information; so that the open platform responds to the user data acquisition request and acquires the user data of the at least one external user from the external application account or external application based on the first identification information.

[0180] The user data receiving module can be used to receive the user data forwarded by the open platform.

[0181] In some embodiments, the server may further include:

[0182] The first response module can be used to respond to virtual data editing instructions triggered based on the virtual data editing interface and determine the preset virtual data used to create the preset virtual number.

[0183] The mapping relationship establishment module can be used to create a preset virtual number based on preset virtual data and establish a mapping relationship between the preset virtual number and the preset virtual data.

[0184] In some embodiments, the server may further include:

[0185] The first display module can be used to display request information carrying the second identifier information and the user data in an internal session interface.

[0186] The second response module can be used to respond to at least one internal employee's information sending instruction triggered by an internal session interface, to send the information processing result corresponding to the request information to the open platform, so that the open platform can forward the information processing result to an external application account or external application; and to enable the external application account or external application to receive the information processing result and display the information processing result in the external session interface corresponding to the external application account or external application.

[0187] In some embodiments, the server may further include:

[0188] The receiving and conversion module can be used to receive the request information based on the external customer service identification information and convert the external customer service identification information into virtual number identification information; the external customer service identification information is distributed by the open platform.

[0189] The target virtual number determination module can be used to determine, based on virtual number identification information, target virtual numbers that are currently online and whose number of external users currently being served is less than a preset threshold number from a preset set of virtual numbers.

[0190] The target internal employee identification module can be used to obtain target virtual data corresponding to the target virtual number based on the mapping relationship, wherein the target virtual data includes target internal employees.

[0191] Accordingly, the allocation module 505 can be used to allocate request information carrying second identification information to a target virtual number in order to establish an instant communication session between the target internal employee and at least one external user.

[0192] In some embodiments, the server may further include:

[0193] The third response module can be used to respond to at least one internal employee by obtaining multiple candidate internal employees who are currently in an idle state based on a session transfer instruction triggered by the session transfer interface in the corresponding internal organization's instant messaging terminal.

[0194] The second display module can be used to display the identification information of the multiple candidate internal employees based on the session transfer interface.

[0195] The fourth response module can be used to respond to at least one internal employee by forwarding a request message carrying the second identification information to the target candidate internal employee corresponding to the member identification selection instruction triggered by the session transfer interface, so as to establish an instant communication session between the target candidate internal employee and the at least one external user.

[0196] like Figure 12 As shown, this embodiment of the invention also provides an information processing platform, which may include:

[0197] The second receiving module 601 can be used to receive request information sent by an external application account or an external application, wherein the request information carries first identification information of at least one external user.

[0198] The forwarding module 603 can be used to forward the request information to an internal organization server, so that the internal organization server receives the request information, converts the first identification information into a second identification information that can be recognized by the internal organization server; and enables the internal organization server to assign the request information carrying the second identification information to the virtual number of at least one internal employee, so as to establish an instant communication session between at least one internal employee and at least one external user.

[0199] This invention provides an information processing system that may include an external instant messaging client, an open platform, and an internal organizational server.

[0200] This external instant messaging client can be used to send request information to the open platform based on an external application account or external application, and the request information carries the first identification information of at least one external user.

[0201] This open platform can be used to forward the request information to the internal organization's server.

[0202] The internal organization server can be used to receive the request information, convert the first identification information into a second identification information that can be recognized by the internal organization server; and to assign the request information carrying the second identification information to the virtual number of at least one internal employee, so as to establish an instant communication session between at least one internal employee and at least one external user.

[0203] It should be noted that the device embodiments provided in this invention are based on the same inventive concept as the method embodiments described above.

[0204] This invention also provides an electronic device for information processing, which includes a processor and a memory. The memory stores at least one instruction or at least one program. The processor loads and executes the at least one instruction or at least one program to implement the information processing method provided in the above method embodiments.

[0205] Embodiments of the present invention also provide a computer-readable storage medium that can be disposed in a terminal to store at least one instruction or at least one program related to implementing an information processing method in the method embodiments. The at least one instruction or at least one program is loaded and executed by a processor to implement the information processing method provided in the above method embodiments.

[0206] Optionally, in the embodiments of this specification, the storage medium may be located at at least one of the multiple network servers in a computer network. Optionally, in this embodiment, the storage medium may include, but is not limited to, various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0207] The memory described in this specification can be used to store software programs and modules. The processor executes various functional applications and data processing by running the software programs and modules stored in the memory. The memory may primarily include a program storage area and a data storage area. The program storage area may store the operating system, applications required for functions, etc.; the data storage area may store data created based on the use of the device, etc. Furthermore, the memory may include high-speed random access memory, and may also include non-volatile memory, such as at least one disk storage device, flash memory device, or other volatile solid-state storage device. Accordingly, the memory may also include a memory controller to provide the processor with access to the memory.

[0208] The information processing method, server, platform, device, and storage medium provided in the embodiments of the present invention have the following beneficial effects:

[0209] In this embodiment of the invention, after the user of an external application account or external application authorizes the open platform, messages from external users on external instant messaging clients (e.g., WeChat) can communicate with internal employees on internal organizational instant messaging clients (e.g., WeChat Work). When external users need to communicate with internal employees within the organization, they can directly send request information using the corresponding instant messaging client. Internal employees can directly receive request information sent by external users using the internal organizational instant messaging client (e.g., WeChat Work) and complete the corresponding information operations. This improves the response efficiency of external instant messaging clients to messages sent by external users and the response efficiency of internal organizational servers to messages sent by internal organizational instant messaging clients. Consequently, it improves the information transmission efficiency between instant messaging clients and internal organizational instant messaging clients, avoiding the problems of poor communication convenience, poor user experience, high costs, and excessive system burden caused by installing third-party platforms.

[0210] This invention also provides a computer program product or computer program that includes computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the information processing method provided in the above-described method embodiments.

[0211] The information processing method embodiments provided in this invention can be executed on a terminal, computer terminal, server, or similar computing device. Taking running on a server as an example, Figure 13 This is a hardware structure block diagram of a server for an information processing method provided in an embodiment of the present invention. For example... Figure 13 As shown, the server 700 can vary significantly depending on its configuration or performance. It may include one or more Central Processing Units (CPUs) 710 (CPUs 710 may include, but are not limited to, microprocessors (MCUs) or programmable logic devices (FPGAs), a memory 730 for storing data, and one or more storage media 720 (e.g., one or more mass storage devices) for storing application programs 723 or data 722. The memory 730 and storage media 720 may be temporary or persistent storage. The program stored in the storage media 720 may include one or more modules, each module including a series of instruction operations on the server. Furthermore, the CPU 710 may be configured to communicate with the storage media 720 and execute a series of instruction operations stored in the storage media 720 on the server 700. The server 700 may also include one or more power supplies 770, one or more wired or wireless network interfaces 750, one or more input / output interfaces 740, and / or one or more operating systems 721, such as Windows Server. TM Mac OS X TM Unix TM Linux TM FreeBSD TM etc.

[0212] The input / output interface 740 can be used to receive or send data via a network. Specific examples of the network described above may include a wireless network provided by the communication provider of server 700. In one example, the input / output interface 740 includes a network interface controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In another example, the input / output interface 740 may be a radio frequency (RF) module for wireless communication with the Internet.

[0213] Those skilled in the art will understand that Figure 13 The structure shown is for illustrative purposes only and does not limit the structure of the aforementioned electronic device. For example, server 700 may also include... Figure 13The more or fewer components shown, or having the same Figure 13 The different configurations shown.

[0214] It should be noted that the order of the above embodiments of the present invention is merely for descriptive purposes and does not represent the superiority or inferiority of the embodiments. Furthermore, specific embodiments have been described above. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps described in the claims can be performed in a different order than that shown in the embodiments and still achieve the desired result. Additionally, the processes depicted in the drawings do not necessarily require a specific or sequential order to achieve the desired result. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0215] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the device and server embodiments are basically similar to the method embodiments, so the descriptions are relatively simple; relevant parts can be referred to the descriptions of the method embodiments.

[0216] Those skilled in the art will understand that all or part of the steps of the above embodiments can be implemented by hardware or by a program instructing related hardware. The program can be stored in a computer-readable storage medium, such as a read-only memory, a disk, or an optical disk.

[0217] The above are merely preferred embodiments of the present invention and are not intended to limit the present invention. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of the present invention should be included within the protection scope of the present invention.

Claims

1. An information processing method, characterized in that, Applied to an internal organizational server, the method includes: Request information forwarded by the open platform is received based on external customer service identification information. The request information is sent to the open platform by an external application account or external application in an external instant messaging client. The request information carries first identification information of at least one external user. The first identification information is distributed by the open platform to the external application account or external application, and the external customer service identification information is distributed by the open platform to the internal organization server. The first identification information is converted into second identification information that can be recognized by the internal organization server, and the external customer service identification information is mapped to virtual number identification information that can be recognized by the internal organization server. Based on the virtual number identification information, a target virtual number that is currently online and whose number of external users currently being served is less than a preset threshold is determined from the preset virtual numbers; based on the mapping relationship between the preset virtual numbers and preset virtual data, the target virtual data corresponding to the target virtual number is obtained, and the target virtual data includes the target internal employees of the internal instant messaging terminal; The request information carrying the second identification information is assigned to the target virtual number to establish an instant messaging session between the target internal employee and the at least one external user.

2. The method according to claim 1, characterized in that, After receiving the request information forwarded by the open platform, the method further includes: Send a user data acquisition request for at least one external user to the open platform, the user data acquisition request carrying the first identification information; so that the open platform responds to the user data acquisition request and acquires the user data of the at least one external user from the external application account or external application based on the first identification information; Receive the user data forwarded by the open platform.

3. The method according to claim 2, characterized in that, After allocating the request information carrying the second identification information to the target virtual number, the method further includes: The request information carrying the second identifier information and the user data are displayed in the internal session interface. In response to the at least one internal employee, based on the information sending instruction triggered by the internal session interface, the information processing result corresponding to the request information is sent to the open platform, so that the open platform forwards the information processing result to the external application account or external application; and so that the external application account or external application receives the information processing result and displays the information processing result in the external session interface corresponding to the external application account or external application.

4. The method according to any one of claims 1 to 3, characterized in that, Before receiving the request information forwarded by the open platform based on the external customer service identification information, the method further includes: In response to a virtual data editing command triggered by a virtual data editing interface, a preset virtual data for creating the preset virtual number is determined; The preset virtual number is created based on the preset virtual data, and a mapping relationship is established between the preset virtual number and the preset virtual data.

5. The method according to claim 1, characterized in that, The method further includes: In response to the at least one internal employee, based on the session transfer instruction triggered by the session transfer interface, obtain multiple candidate internal employees who are currently in an idle state. Based on the session transfer interface, the identification information of the multiple candidate internal employees is displayed; In response to the at least one internal employee, based on the member identifier selection instruction triggered by the session transfer interface, a request message carrying the second identifier information is forwarded to the target candidate internal employee corresponding to the member identifier selection instruction, so as to establish an instant communication session between the target candidate internal employee and the at least one external user.

6. An information processing method, characterized in that, Applied to an open platform, the method includes: Distribute the first identification information to external application accounts or external applications, and distribute external customer service identification information to internal organizational servers; Receive request information sent by the external application account or external application, wherein the request information carries first identification information of at least one external user; The request information is forwarded to an internal organization server, which receives the request information based on external customer service identification information, converts the first identification information into second identification information that can be recognized by the internal organization server, and maps the external customer service identification information to virtual number identification information that can be recognized by the internal organization server; and the internal organization service determines, based on the virtual number identification information, a target virtual number from a preset virtual number pool that is currently online and has a number of external users currently being served that is less than a preset threshold; based on the mapping relationship between preset virtual numbers and preset virtual data, the target virtual data corresponding to the target virtual number is obtained, the target virtual data including target internal employees of the internal instant messaging terminal; and the request information carrying the second identification information is assigned to the target virtual number to establish an instant messaging session between the target internal employee and the at least one external user.

7. The method according to claim 6, characterized in that, The receipt of request information sent by the external application account or external application includes: The system receives the request information sent by the external application account or external application, wherein the request information is the external application account or external application, and responds to the information sent by the at least one external user based on the information sending instruction triggered by the external session interface, wherein the external session interface is the interface of the external application account or the external application.

8. An information processing server, characterized in that, An application for an internal organizational server, the server comprising: The first receiving module is used to receive request information forwarded by the open platform based on external customer service identification information. The request information is sent to the open platform by an external application account or external application in an external instant messaging client. The request information carries the first identification information of at least one external user. The first identification information is distributed by the open platform to the external application account or external application, and the external customer service identification information is distributed by the open platform to the internal organization server. The conversion module is used to convert the first identification information into second identification information that can be recognized by the internal organization server, and to map the external customer service identification information into virtual number identification information that can be recognized by the internal organization server. The allocation module is configured to, based on the virtual number identification information, determine a target virtual number from a preset virtual number that is currently online and whose number of external users currently being served is less than a preset threshold; based on the mapping relationship between the preset virtual number and preset virtual data, obtain the target virtual data corresponding to the target virtual number, wherein the target virtual data includes target internal employees of the internal instant messaging terminal; and allocate request information carrying the second identification information to the target virtual number to establish an instant messaging session between the target internal employee and the at least one external user.

9. The information processing server according to claim 8, characterized in that, The information processing server also includes: A user data acquisition request sending module is used to send a user data acquisition request of the at least one external user to the open platform, wherein the user data acquisition request carries the first identification information; so that the open platform responds to the user data acquisition request and acquires the user data of the at least one external user from the external application account or external application based on the first identification information. The user data receiving module is used to receive the user data forwarded by the open platform.

10. The information processing server according to claim 9, characterized in that, The information processing server also includes: The first display module is used to display request information carrying the second identification information and the user data based on the internal session interface; The second response module is used to respond to the information sending instruction triggered by the internal session interface of the at least one internal employee, and send the information processing result corresponding to the request information to the open platform, so that the open platform forwards the information processing result to the external application account or external application; and so that the external application account or external application receives the information processing result and displays the information processing result in the external session interface corresponding to the external application account or external application.

11. The information processing server according to any one of claims 8 to 10, characterized in that, The information processing server also includes: The first response module is used to respond to a virtual data editing instruction triggered based on the virtual data editing interface and determine the preset virtual data used to create the preset virtual number; The mapping relationship establishment module is used to create the preset virtual number based on the preset virtual data and establish a mapping relationship between the preset virtual number and the preset virtual data.

12. The information processing server according to claim 8, characterized in that, The information processing server also includes: The third response module is used to respond to the at least one internal employee by obtaining multiple candidate internal employees who are currently in an idle state based on the session transfer instruction triggered by the session transfer interface. The second display module is used to display the identification information of the multiple candidate internal employees based on the session transfer interface; The fourth response module is used to respond to the at least one internal employee by forwarding a request message carrying the second identification information to the target candidate internal employee corresponding to the member identification selection instruction triggered by the session transfer interface, so as to establish an instant communication session between the target candidate internal employee and the at least one external user.

13. An information processing platform, characterized in that, Applied to an open platform, the platform including: The second receiving module is used to receive request information sent by an external application account or an external application, wherein the request information carries first identification information of at least one external user; A forwarding module is configured to forward the request information to an internal organization server, enabling the internal organization server to receive the request information based on external customer service identification information, convert the first identification information into second identification information recognizable by the internal organization server, and map the external customer service identification information to virtual number identification information recognizable by the internal organization server. The first identification information is distributed by the open platform to the external application account or external application, and the external customer service identification information is distributed by the open platform to the internal organization server. The module also enables the internal organization server to determine, based on the virtual number identification information, a target virtual number from a preset set of virtual numbers that is currently online and whose number of currently served external users is less than a preset threshold; based on the mapping relationship between preset virtual numbers and preset virtual data, obtain the target virtual data corresponding to the target virtual number, where the target virtual data includes target internal employees of the internal instant messaging terminal; and allocate the request information carrying the second identification information to the target virtual number to establish an instant messaging session between the target internal employee and at least one external user.

14. An electronic device for information processing, characterized in that, The electronic device includes a processor and a memory, the memory storing at least one instruction or at least one program, the at least one instruction or at least one program being loaded and executed by the processor to implement the information processing method as described in any one of claims 1 to 7.

15. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores at least one instruction or at least one program, which is loaded and executed by a processor to implement the information processing method as described in any one of claims 1 to 7.

Images