Customer service problem handling method, device, equipment and storage medium

Abstract

The present application discloses a customer service problem processing method, device, equipment, and storage medium. The method includes: obtaining problem information collected by a client, where the problem information is used to describe problems existing in an application end feedback by a user; obtaining log link information associated with the problem information based on at least one site service corresponding to the application end; analyzing the log link information to obtain conclusion information for solving the problem and returning it to the client. In this way, the manual intervention of the technical department is reduced, thereby improving the efficiency of problem solving.

Description

Technical Field

[0001] This application relates to the field of data processing, and in particular, to a method, apparatus, device, and storage medium for processing customer service problems. Background Art

[0002] Currently, various applications have emerged relying on Internet technology. Installing the applications on users' smart terminals can provide users with various network services. For example, online car-hailing (i.e., taxi-hailing), etc. When users use the applications, some problems will inevitably occur. Sometimes, they cannot be automatically solved by the system and need to seek help from customer service personnel. And there are many problems that customer service personnel cannot solve either, and need to transfer the problems to the technical department for investigation. This problem-solving solution is highly dependent on the technical department, resulting in low problem-solving efficiency. Summary of the Invention

[0003] The purpose of this application is to provide a method, apparatus, device, and storage medium for processing customer service problems to solve the problem of low problem-solving efficiency in related technologies.

[0004] The purpose of this application is achieved through the following technical solutions:

[0005] In a first aspect, an embodiment of this application provides a method for processing customer service problems, including:

[0006] Obtain problem information collected by the customer service end, where the problem information is used to describe the problems existing in the application end feedback by the user;

[0007] Based on at least one site service corresponding to the application end, obtain log link information associated with the problem information;

[0008] Analyze the log link information to obtain conclusion information for solving the problem and return it to the customer service end.

[0009] In one implementation, based on at least one site service corresponding to the application end, obtaining log link information associated with the problem information includes:

[0010] Based on the problem scenario included in the problem information, obtain at least one behavior associated with the preset problem scenario and at least one site service corresponding to the behavior;

[0011] Based on at least one site service corresponding to the behavior, obtain the first log corresponding to the behavior;

[0012] Based on the first logs corresponding to at least one behavior, obtain the log link information.

[0013] In one implementation, based on at least one site service corresponding to the behavior, obtaining the first log corresponding to the behavior includes:

[0014] Obtain the first log corresponding to the behavior based on the first keyword included in the problem information and at least one site service corresponding to the behavior.

[0015] In one implementation, obtaining the first log corresponding to the behavior based on the first keyword included in the problem information and at least one site service corresponding to the behavior includes:

[0016] If the site service is the first site service, obtain the second log corresponding to the behavior from the site service based on the first keyword included in the problem information; if the site service is the second site service, obtain the second keyword corresponding to the behavior based on the first keyword included in the problem information, and obtain the second log corresponding to the behavior from the site service based on the second keyword.

[0017] Obtain the first log corresponding to the behavior based on the second log corresponding to the behavior.

[0018] In one implementation, obtaining the second log corresponding to the behavior from the site service based on the first keyword included in the problem information includes:

[0019] Obtain the second log corresponding to the behavior from the site service based on the first keyword included in the problem information and the third keyword preset for the behavior in the site service.

[0020] In one implementation, obtaining the second log corresponding to the behavior from the site service based on the second keyword includes:

[0021] Obtain the second log corresponding to the behavior from the site service based on the second keyword and the fourth keyword preset for the behavior in the site service.

[0022] In one implementation, obtaining the second keyword corresponding to the behavior based on the first keyword included in the problem information includes:

[0023] Determine the third site service among at least one site service corresponding to the behavior;

[0024] Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information;

[0025] Obtain the second keyword corresponding to the behavior from the third log.

[0026] In one implementation, obtaining the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information includes:

[0027] Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information and the fifth keyword preset for the behavior in the third site service.

[0028] In one embodiment, the log link information is analyzed to obtain conclusion information for problem solving, including:

[0029] If a preset normal log is missing in the log link information, generate first conclusion information;

[0030] If the log link information contains a preset abnormal log, generate second conclusion information;

[0031] If the preset normal log is not missing in the log link information and the preset abnormal log is not included, generate third conclusion information.

[0032] In a second aspect, an embodiment of the present application provides a customer service problem processing device, which is characterized by including:

[0033] A first acquisition module, configured to acquire problem information collected by a client, where the problem information is used to describe problems existing in an application end feedback by a user;

[0034] A second acquisition module, configured to acquire log link information associated with the problem information based on at least one site service corresponding to the application end;

[0035] A conclusion analysis module, configured to analyze the log link information, obtain conclusion information for problem solving, and return it to the client.

[0036] In one embodiment, the second acquisition module is specifically configured to:

[0037] Based on the problem scenario included in the problem information, acquire at least one behavior associated with the preset problem scenario and at least one site service corresponding to the behavior;

[0038] Based on at least one site service corresponding to the behavior, acquire a first log corresponding to the behavior;

[0039] Based on the first logs corresponding to at least one behavior, obtain the log link information.

[0040] In one embodiment, the second acquisition module is specifically configured to:

[0041] Based on the first keyword included in the problem information and at least one site service corresponding to the behavior, obtain a first log corresponding to the behavior.

[0042] In one embodiment, the second acquisition module is specifically configured to:

[0043] If the site service is a first site service, based on the first keyword included in the problem information, acquire a second log corresponding to the behavior from the site service; if the site service is a second site service, based on the first keyword included in the problem information, obtain a second keyword corresponding to the behavior, and based on the second keyword, acquire a second log corresponding to the behavior from the site service;

[0044] Obtain the first log corresponding to the behavior based on the second log corresponding to the behavior.

[0045] In one embodiment, the second obtaining module is specifically configured to:

[0046] Obtain the second log corresponding to the behavior from the site service based on the first keyword included in the problem information and the third keyword for the behavior preset in the site service.

[0047] In one embodiment, the second obtaining module is specifically configured to:

[0048] Obtain the second log corresponding to the behavior from the site service based on the second keyword and the fourth keyword for the behavior preset in the site service.

[0049] In one embodiment, the second obtaining module is specifically configured to:

[0050] Determine the third site service in at least one site service corresponding to the behavior;

[0051] Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information;

[0052] Obtain the second keyword corresponding to the behavior from the third log.

[0053] In one embodiment, the second obtaining module is specifically configured to:

[0054] Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information and the fifth keyword for the behavior preset in the third site service.

[0055] In one embodiment, the conclusion analysis module is specifically configured to:

[0056] If the preset normal log is missing in the log link information, generate the first conclusion information;

[0057] If the preset abnormal log is included in the log link information, generate the second conclusion information;

[0058] If the preset normal log is not missing in the log link information and the preset abnormal log is not included, generate the third conclusion information.

[0059] In a third aspect, an embodiment of the present application provides an electronic device, including a memory, a processor, and a computer program stored on the memory and executable on the processor. When the processor executes the computer program, the method according to any one of the first aspects is implemented.

[0060] Fourthly, an embodiment of the present application provides a computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, the method according to any one of the first aspect is implemented.

[0061] The advantages or beneficial effects in the above technical solutions at least include: by obtaining the problem information collected by the client, and based on at least one site service corresponding to the application end, automatically obtaining the log link information associated with the problem information, the automatic troubleshooting of the problem is realized, the efficiency of problem troubleshooting is improved, and the log link information is automatically analyzed to obtain the conclusion information for solving the problem and feedback it to the client, that is, a log analysis function is provided. In this way, the customer service personnel can self-closed-loop solve (that is, solve by themselves) most problems according to the analysis conclusion, reducing the dependence on the technical department. In this way, the manpower intervention of the technical department is reduced, thereby improving the efficiency of problem solving.

[0062] The above summary is only for the purpose of the specification and is not intended to be limiting in any way. In addition to the illustrative aspects, embodiments and features described above, further aspects, embodiments and features of the present application will be readily apparent by reference to the drawings and the following detailed description. BRIEF DESCRIPTION OF THE DRAWINGS

[0063] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings in the following description are only some embodiments of the present application. For those of ordinary skill in the art, other drawings can be obtained based on these drawings without creative efforts.

[0064] Figure 1 is a flowchart of a customer service problem processing method provided by an embodiment of the present application;

[0065] Figure 2 is a flowchart of a customer service problem processing method provided by an embodiment of the present application;

[0066] Figure 3 is a flowchart of a customer service problem processing method provided by an embodiment of the present application;

[0067] Figure 4 is a flowchart of a customer service problem processing method provided by an embodiment of the present application;

[0068] Figure 5 is a schematic structural diagram of a customer service problem processing device provided by an embodiment of the present application;

[0069] Figure 6 is a schematic structural diagram of an electronic device for implementing the customer service problem processing method provided by an embodiment of the present application. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0070] The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are some, but not all, of the embodiments of the present application. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present application without creative efforts shall fall within the protection scope of the present application.

[0071] Currently, various applications have emerged relying on Internet technology. Installing the applications on users' smart terminals can provide users with various network services. For example, online car-hailing services. Inevitably, some problems will occur during the process of users using the applications. Sometimes, these problems cannot be automatically solved by the system and need to seek help from customer service personnel. And there are also many problems that customer service personnel cannot solve and need to transfer the problems to the technical department for troubleshooting. This problem-solving solution is highly dependent on the technical department, resulting in low problem-solving efficiency.

[0072] Generally, the closed-loop process of problem troubleshooting includes: Customer service personnel receive user feedback through methods such as phone calls and help users solve problems. If the customer service personnel cannot solve the problem, the customer service personnel collect the information feedback by the user and seek troubleshooting from the business party providing the service based on experience. The R & D engineers (RD, Research and Development engineer) or quality assurance (QA, Qualtiy Assurance) personnel in the technical department of the business party query the corresponding service manual logs of the application according to the information provided by the customer service personnel, analyze the logs to draw conclusions, and feedback to the customer service personnel. The customer service personnel then process and feedback to the user according to the conclusions.

[0073] Taking online car-hailing as an example, during the process of the contract and performance between users and drivers, there are often some disputes or questions that cannot be automatically solved by the system. For example, passengers do not recognize their ride fares, red envelopes are unavailable, etc. They need to seek help from customer service personnel. When some problems cannot be solved by customer service personnel, the problems will be transferred to the technical department for troubleshooting.

[0074] The current closed-loop process of problem troubleshooting has the following problems:

[0075] On the one hand, if the service corresponding to the application is in the form of microservices, a complete microservice system includes multiple services, and these services are provided by multiple business parties. Based on this, to complete a request, multiple services need to be called, and the service link is long. Customer service personnel cannot accurately specify which business party's technical department should troubleshoot the problem. Often, multiple business parties' human resources are mobilized to troubleshoot a problem, resulting in a waste of human resources and low problem-solving efficiency.

[0076] On the other hand, every time some high-frequency problems are raised, the technical department needs to conduct a check, which results in a waste of time and low efficiency in problem-solving.

[0077] Therefore, the embodiments of the present application provide a customer service problem handling solution, which will be introduced in detail below.

[0078] Figure 1 It is a flowchart of a customer service problem handling method provided by the embodiments of the present application. As Figure 1 shown, the customer service problem handling method at least includes the following steps:

[0079] Step 101: Obtain the problem information collected by the client, where the problem information is used to describe the problems existing in the application end feedback by the user.

[0080] When the user is using the application and encounters problems, the user can feedback the problems existing in the application end to the customer service personnel by phone or other means. If the customer service personnel cannot solve the problems, they can input the collected problem information into the client through input operations, and the client can send the collected problem information to the corresponding server of the client. For example, the client can provide selection items or input boxes for problem information on the interface, so that the customer service personnel can input the collected problem information through operations on the selection items or input boxes, and then the client sends the input problem information to the corresponding server of the client. The corresponding server of the client can then obtain the problem information collected by the client.

[0081] Here, the application end of the user can be, but is not limited to, the application end of the online car-hailing service. The client can be a web page used by the customer service personnel, or a chatbot used by the customer service personnel, and so on.

[0082] Step 102: Based on at least one site service corresponding to the application end, obtain the log link information associated with the problem information.

[0083] The server corresponding to the application end can include one service or multiple services (i.e., the microservice mode). Here, the service that needs to check the problem through the log of this service is called a site service.

[0084] The log link information associated with the problem information is a collection of logs associated with the problem information.

[0085] Step 103: Analyze the log link information, obtain the conclusion information for solving the problem, and return it to the client.

[0086] After the client receives the conclusion information, the customer service personnel can determine the way to handle the problem according to the conclusion information.

[0087] In this solution, by obtaining the problem information collected by the client and automatically obtaining the log link information associated with the problem information based on at least one site service corresponding to the application side, automatic troubleshooting of problems is achieved, improving the efficiency of problem troubleshooting. Moreover, by automatically analyzing the log link information and obtaining the conclusion information for solving the problem and feeding it back to the client, that is, providing a log analysis function. In this way, customer service personnel can self-closed-loop solve (i.e., solve by themselves) most problems according to the analysis conclusion, reducing the dependence on the technical department. Thus, the manpower intervention of the technical department is reduced, thereby improving the efficiency of problem solving.

[0088] In addition, since automatic troubleshooting of problems can be achieved, for the microservice mode, it is also unnecessary for customer service personnel to specify the business party to troubleshoot problems, greatly reducing the waste of manpower and improving the efficiency of problem solving. For some high-frequency problems, they can also be self-closed-loop solved at the client side, greatly reducing the manpower intervention of the technical department, thereby improving the efficiency of problem solving.

[0089] This solution is applicable to scenarios such as problem troubleshooting on the customer service side and the technical side.

[0090] In one implementation, in step 102, based on at least one site service corresponding to the application side, the log link information associated with the problem information is obtained, as Figure 2 shown, and its specific implementation method may include:

[0091] Step 201: Based on the problem scenario included in the problem information, obtain at least one behavior associated with the preset problem scenario and at least one site service corresponding to the behavior.

[0092] The problem scenario is a concept abstracted according to the specific usage situation, describing a series of operations of the user. Taking online car-hailing as an example, the problem scenario can be that the red envelope is unavailable, the bill is not initiated, and so on.

[0093] In actual application, the server corresponding to the application side can provide various service functions. Generally, taking the smallest unit for realizing the service function as one behavior. For example, for the transaction service function, the payment operation is one behavior. One behavior will go through one or more services (i.e., the microservice mode) for key business processing. One problem scenario can include one or more behaviors (i.e., combined behaviors).

[0094] In implementation, according to the actual need of troubleshooting problems, the behaviors to be troubleshot and the site services corresponding to the behaviors to be troubleshot can be determined. Based on this, for each problem scenario, at least one behavior associated with the problem scenario and at least one site service corresponding to the behavior can be preset.

[0095] Taking the problem scenario where the red envelope is unavailable during the application process of online car-hailing as an example, the behaviors that need to be investigated may include whether the cashier service has invoked the red envelope service, and so on. For the behavior of whether the cashier service has invoked the red envelope service, the site services that need to be investigated may include the cashier service, the red envelope service, and so on.

[0096] Step 202: Based on at least one site service corresponding to the behavior, obtain the first log corresponding to the behavior.

[0097] The log link generated by a certain behavior during the actual operation of the service system is called a footprint. Therefore, here, the first log corresponding to the behavior, that is, the footprint of the behavior. The log generated by a certain footprint at each site service is called a footprint point.

[0098] Step 203: Based on the first logs corresponding to at least one behavior, obtain the log link information.

[0099] Specifically, the set of the first logs corresponding to at least one behavior associated with the problem scenario is used as the log link information. This log link information is also called footprint information.

[0100] In this way, for different problem scenarios, the behaviors associated with the problem scenario are preset, the site services corresponding to each behavior, and based on the site services corresponding to each behavior, the logs corresponding to the behaviors are obtained. The log acquisition is more accurate, and thus the obtained log link information is more accurate, and the analysis conclusion is also more accurate, which is conducive to quickly and accurately solving the problem.

[0101] In one implementation manner, based on at least one site service corresponding to the behavior, obtaining the first log corresponding to the behavior may specifically include: obtaining the first log corresponding to the behavior based on the first keyword included in the problem information and at least one site service corresponding to the behavior. In practical applications, the first keyword included in the problem information can be set according to the actual situation. For example, in online car-hailing, the problem information may include order identification information (such as the order number) and / or user identification information (such as the mobile phone number), etc., as the first keyword. In this way, through the keywords collected by the client, the logs of the above behaviors can be quickly and accurately obtained from a large number of logs of the site service, improving the processing efficiency.

[0102] In one implementation manner, obtaining the first log corresponding to the behavior based on the first keyword included in the problem information and at least one site service corresponding to the behavior, as Figure 3 shown, its specific implementation manner may include:

[0103] Step 301: If the site service is the first site service, based on the first keyword included in the problem information, obtain the second log corresponding to the behavior from the site service; if the site service is the second site service, based on the first keyword included in the problem information, obtain the second keyword corresponding to the behavior, and based on the second keyword, obtain the second log corresponding to the behavior from the site service.

[0104] Here, the site service can be the first site service or the second site service.

[0105] The first site service is a site service that can directly obtain the second log corresponding to the behavior based on the first keyword included in the problem information collected by the client, also known as the main site service.

[0106] The difference between the second site service and the first site service is that it cannot directly obtain the second log corresponding to the behavior based on the first keyword included in the problem information collected by the client, and it is necessary to convert the second keyword based on the first keyword. That is to say, the second site service is a site service that obtains the second log corresponding to the behavior based on the second keyword, also known as the auxiliary site service.

[0107] In implementation, the type of site service to be set can be determined according to the actual problem troubleshooting situation.

[0108] Step 302: Based on the second log corresponding to the behavior, obtain the first log corresponding to the behavior.

[0109] Specifically, use the set of the second logs corresponding to the behavior obtained from the site service as the first log corresponding to the behavior.

[0110] In this way, a log acquisition method matching the site service can be flexibly adopted to obtain the second log corresponding to the behavior from the site service, and the log acquisition is more accurate. Moreover, for the microservice mode, since the logs are obtained separately from each site service, the parallel troubleshooting of the logs is automatically realized, rather than sequentially troubleshooting each service serially according to the service link, which is more convenient for troubleshooting and saves manpower.

[0111] In one implementation manner, the above method of obtaining the second keyword corresponding to the behavior based on the first keyword included in the problem information may specifically include: determining the third site service among at least one site service corresponding to the behavior; based on the first keyword included in the problem information, obtaining the third log corresponding to the behavior from the third site service; and obtaining the second keyword corresponding to the behavior from the third log. Here, the third site service is a site service used to find the second keyword based on the first keyword, also known as the core site service.

[0112] Here, the second keyword can be the request identifier (traceid) corresponding to the behavior. The traceid remains unchanged across each service site, so it can be used as a keyword to obtain logs.

[0113] Taking the initiation of a bill request as an example, if the first keyword is the order number and the second keyword is the traceid, the services involved in processing this request include site service A, site service B, site service C, and site service D. Site service A is the entry service. Generally, both the order number and the traceid exist in site service A, which can be used as the core site. In this core site, based on the order number, logs containing the traceid can be obtained, and then the traceid can be obtained. Since the traceid remains unchanged across each service site, for site services B, C, and D that do not have the order number but have the traceid, logs can be obtained based on the traceid.

[0114] To further obtain logs quickly and accurately and improve the processing speed, keywords corresponding to each site service from which logs need to be obtained can also be set respectively.

[0115] Based on this, if the site service is the first site service, in one implementation, based on the first keyword included in the problem information, the second log corresponding to the behavior is obtained from the site service. The specific implementation method can include: obtaining the second log corresponding to the behavior from the site service based on the first keyword included in the problem information and the third keyword preset for the behavior in the site service.

[0116] If the site service is the second site service, in one implementation, based on the second keyword, the second log corresponding to the behavior is obtained from the site service. The specific implementation method can include: obtaining the second log corresponding to the behavior from the site service based on the second keyword and the fourth keyword preset for the behavior in the site service.

[0117] Similarly, in one implementation, based on the first keyword included in the problem information, the third log corresponding to the behavior is obtained from the third site service. The specific implementation method can include: obtaining the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information and the fifth keyword preset for the behavior in the third site service.

[0118] Taking the problem scenario where the red envelope is unavailable as an example, the words "initiation of bill successful" can be preset as the third keyword in a certain first site service, the words "initialization of red envelope successful" can be preset as the fourth keyword in a certain second site service, and the words "initiation of bill request" can be preset as the fifth keyword in a certain third site service.

[0119] It should be noted that for an action, the site service corresponding to the action may include the first site service or the second site service. If the second site service is included, the third site service may also be included to obtain the above-mentioned second keyword.

[0120] It should also be noted that according to the actual situation, the problem information may further include other information. For example, for the time range, when obtaining the log link information associated with the problem information, the log link information associated with the problem information within this time range can be specifically obtained to improve the speed and accuracy of log acquisition.

[0121] In one implementation, by analyzing the log link information, conclusion information for problem solving is obtained. The specific implementation method may include: if the preset normal log is missing in the log link information, generating the first conclusion information; if the preset abnormal log is included in the log link information, generating the second conclusion information; if the preset normal log is not missing and the preset abnormal log is not included in the log link information, generating the third conclusion information. In practical applications, the conclusion information may include the current actual situation of the log link information and the guidance information for customer service personnel to handle problems in this actual situation. In this way, customer service personnel can make appropriate responses for different situations. Based on the first conclusion information and the second conclusion information, customer service personnel can self-closed-loop to solve most problems. Based on the third conclusion information, customer service personnel can further seek the intervention of the technical department. Generally speaking, it reduces the human intervention of the technical department and improves the efficiency of problem solving.

[0122] In one implementation, the log link information can also be sent to the technical side for technicians to view or further analyze.

[0123] Next, taking a specific application scenario as an example, a customer service problem handling method provided by an embodiment of the present application will be described in more detail.

[0124] This embodiment is described by taking the mode of online car-hailing and microservices as an example. As Figure 4 shown in the flowchart of the customer service problem handling method, it mainly includes three parts: customer service feedback, footprint capture, and footprint analysis.

[0125] The first step: Customer service feedback, that is, the customer service end feeds back the collected problem information to the service end corresponding to the customer service end. Specifically as follows:

[0126] The customer service selects the corresponding problem scenario at the customer service end according to the problem existing in the application end feedback by the user, that is, the customer service selects the problem scenario, and according to the prompt, enters the first keyword, that is, the key information (order number, mobile phone number, etc.), and the time range can also be entered. In this way, the customer service end can obtain the collected problem information and send it to the service end corresponding to the customer service end.

[0127] Step 2: Footprint capture. That is, after the server obtains the problem information collected by the client, it obtains the user's footprint information according to the problem scenario selected by the customer service in the problem information and the key information provided. Specifically as follows:

[0128] First, obtain the combined behavior and the site service corresponding to each behavior according to the selected problem scenario. The site service corresponding to this behavior includes the core site service, the main site service, and the auxiliary site service. Then, find the configured core site service, obtain the log (i.e., the third log) from the log center according to the keyword configured for the core site service (i.e., the fifth keyword) and the key information provided by the client, and extract the traceid (i.e., the second keyword) from the obtained log. When obtaining the log (i.e., the first log) based on the site service of each behavior, determine whether the site service is the main site service or the auxiliary site service. If the site service is the main site service, obtain the log of the site service (i.e., the second log) from the log center according to the keyword configured for the main site service (i.e., the third keyword) and the key information provided by the client; if the site service is the auxiliary site service, obtain the log of the site service (i.e., the second log) from the log center according to the traceid extracted from the core site service and the keyword configured for the auxiliary site service (i.e., the fourth keyword). The set of the first logs of each behavior is used as the footprint information.

[0129] Step 3: Footprint analysis. That is, analyze the obtained footprint information and return the conclusion information. Specifically as follows:

[0130] Judge whether the obtained footprint information lacks the preset normal log. If it lacks the preset normal log, record the corresponding conclusion according to the configuration to obtain the first conclusion information. Further judge whether the obtained footprint information hits the preset abnormal log. If it hits the preset abnormal log, record the corresponding conclusion according to the configuration to obtain the second conclusion information. If none of the behaviors lack the normal log and none of them hit the abnormal log, it is considered that all behaviors are normal in this problem scenario, and the third conclusion information is obtained. Assemble the obtained conclusion information and return it to the client.

[0131] In this way, one-key capture the footprint information from each service according to the problem scenario and the key information given by the customer service, improve the problem troubleshooting efficiency and reduce the intervention of manpower, provide the footprint analysis function, configure the analysis conclusion for known problems, so that this part of the problems can be solved by the customer service in a self-closed loop, saving manpower. And, the log troubleshooting changes from serial to parallel, and it is more convenient to troubleshoot through the footprint, saving manpower. At present, 60% of the problems feedback by the customer service side are common problems. It is expected that about 50% of the customer service problems can be solved by the customer service in a self-closed loop in this way, improving the efficiency and reducing the manpower intervention of the technical department.

[0132] Figure 5It is a schematic structural diagram of a customer service problem processing device according to an embodiment of the present application. As Figure 5 shown, the customer service problem processing device 500 includes:

[0133] A first acquisition module 501, configured to acquire problem information collected by a customer service end, where the problem information is used to describe problems existing in an application end feedback by a user;

[0134] A second acquisition module 502, configured to acquire log link information associated with the problem information based on at least one site service corresponding to the application end;

[0135] A conclusion analysis module 503, configured to analyze the log link information, obtain conclusion information for solving the problem, and return it to the customer service end.

[0136] In one implementation manner, the second acquisition module 502 is specifically configured to:

[0137] Based on the problem scenario included in the problem information, acquire at least one behavior associated with the preset problem scenario and at least one site service corresponding to the behavior;

[0138] Based on at least one site service corresponding to the behavior, acquire a first log corresponding to the behavior;

[0139] Based on the first logs corresponding to at least one behavior, obtain the log link information.

[0140] In one implementation manner, the second acquisition module 502 is specifically configured to:

[0141] Based on the first keyword included in the problem information and at least one site service corresponding to the behavior, obtain a first log corresponding to the behavior.

[0142] In one implementation manner, the second acquisition module 502 is specifically configured to:

[0143] If the site service is the first site service, based on the first keyword included in the problem information, acquire a second log corresponding to the behavior from the site service; if the site service is the second site service, based on the first keyword included in the problem information, obtain a second keyword corresponding to the behavior, and based on the second keyword, acquire a second log corresponding to the behavior from the site service;

[0144] Based on the second log corresponding to the behavior, obtain a first log corresponding to the behavior.

[0145] In one implementation manner, the second acquisition module 502 is specifically configured to:

[0146] Based on the first keyword included in the problem information and a third keyword for the behavior preset in the site service, acquire a second log corresponding to the behavior from the site service.

[0147] In one embodiment, the second acquisition module 502 is specifically configured to:

[0148] Based on the second keyword and the fourth keyword for the behavior preset in the site service, obtain the second log corresponding to the behavior from the site service.

[0149] In one embodiment, the second acquisition module 502 is specifically configured to:

[0150] Determine the third site service in at least one site service corresponding to the behavior;

[0151] Based on the first keyword included in the problem information, obtain the third log corresponding to the behavior from the third site service;

[0152] Obtain the second keyword corresponding to the behavior from the third log.

[0153] In one embodiment, the second acquisition module 502 is specifically configured to:

[0154] Based on the first keyword included in the problem information and the fifth keyword for the behavior preset in the third site service, obtain the third log corresponding to the behavior from the third site service.

[0155] In one embodiment, the conclusion analysis module 503 is specifically configured to:

[0156] If the preset normal log is missing in the log link information, generate the first conclusion information;

[0157] If the preset abnormal log is included in the log link information, generate the second conclusion information;

[0158] If the preset normal log is not missing in the log link information and the preset abnormal log is not included, generate the third conclusion information.

[0159] For the functions of the modules in each device of the embodiments of the present application, reference may be made to the corresponding descriptions in the embodiments of the above-mentioned customer service problem processing method, which will not be elaborated here.

[0160] The embodiments of the present application further provide an electronic device, as Figure 6 shown. The electronic device 600 includes a memory 601, a processor 602, and a computer program stored on the memory 601 and executable on the processor 602. When the processor 602 executes the computer program, it implements the customer service problem processing method in any of the above embodiments.

[0161] The embodiments of the present application further provide a computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, it implements the customer service problem processing method in any of the above embodiments.

[0162] In the above embodiments, it can be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the processes or functions according to the present application are generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices. The computer instructions can be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another computer-readable storage medium.

[0163] In the description of this specification, the descriptions with reference to the terms "one embodiment", "some embodiments", "example", "specific example", or "some examples", etc. mean that the specific features, structures, materials, or characteristics described in connection with the embodiment or example are included in at least one embodiment or example of the present application. Moreover, the specific features, structures, materials, or characteristics described can be combined in a suitable manner in any one or more embodiments or examples. In addition, without contradiction, those skilled in the art can combine and combine the different embodiments or examples described in this specification and the features of different embodiments or examples.

[0164] In addition, the terms "first" and "second" are only used for descriptive purposes and cannot be understood as indicating or implying relative importance or implicitly specifying the quantity of the indicated technical features. Thus, the features defined with "first" and "second" can explicitly or implicitly include at least one of the features. In the description of the present application, "a plurality" means two or more unless otherwise specifically defined.

[0165] Any process or method description represented in the flowchart or described in other ways herein can be understood as representing a module, segment, or part of the code of executable instructions including one or more steps for implementing a specific logical function or process. And the scope of the preferred embodiments of the present application includes additional implementations, where the functions can be executed in a substantially simultaneous manner or in a reverse order according to the involved functions, rather than in the order shown or discussed.

[0166] The logic and / or steps represented in the flowchart or described in other ways herein, for example, can be considered as a sequenced list of executable instructions for implementing logical functions, and can be specifically implemented in any computer-readable medium for use by an instruction execution system, apparatus, or device (such as a computer-based system, a system including a processor, or other systems that can fetch and execute instructions from the instruction execution system, apparatus, or device), or in combination with these instruction execution systems, apparatus, or devices.

[0167] It should be understood that each part of the present application can be implemented by hardware, software, firmware, or a combination thereof. In the above embodiments, multiple steps or methods can be implemented by software or firmware stored in a memory and executed by a suitable instruction execution system. All or part of the steps of the method in the above embodiments can be completed by a program instructing the relevant hardware. The program can be stored in a computer-readable storage medium. When the program is executed, it includes one or a combination of the steps of the method embodiment.

[0168] In addition, in each embodiment of the present application, each functional unit can be integrated into a processing module, or each unit can exist physically alone, or two or more units can be integrated into one module. The above integrated module can be implemented in the form of hardware or in the form of a software functional module. When the above integrated module is implemented in the form of a software functional module and sold or used as an independent product, it can also be stored in a computer-readable storage medium. The storage medium can be a read-only memory, a magnetic disk, an optical disc, etc.

[0169] As described above, the above are only specific embodiments of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art within the technical scope disclosed in the present application can easily think of various changes or substitutions, and these should all be covered by the protection scope of the present application. Therefore, the protection scope of the present application should be subject to the protection scope of the claims.

Claims

1. A customer service problem handling method, characterized in that, Including: Obtain the problem information collected by the client, where the problem information is used to describe the problems existing in the application end feedback by the user; Based on at least one site service corresponding to the application end, obtain the log link information associated with the problem information, where the site service refers to the service for troubleshooting problems by obtaining the log associated with the problem information through the server corresponding to the application end; Analyze the log link information to obtain the conclusion information for solving the problem and return it to the client; Among them, the obtaining of the log link information associated with the problem information based on at least one site service corresponding to the application end includes: Based on the problem scenario included in the problem information, obtain at least one behavior associated with the preset problem scenario and at least one of the site services corresponding to the behavior; Based on at least one of the site services corresponding to the behavior, obtain the first log corresponding to the behavior; Based on the first logs corresponding to at least one of the behaviors, obtain the log link information; The obtaining of the first log corresponding to the behavior based on at least one of the site services corresponding to the behavior includes: Based on the first keyword included in the problem information and at least one of the site services corresponding to the behavior, obtain the first log corresponding to the behavior; The obtaining of the first log corresponding to the behavior based on the first keyword included in the problem information and at least one of the site services corresponding to the behavior includes: If the site service is the first site service, based on the first keyword included in the problem information, obtain the second log corresponding to the behavior from the site service, where the first site service is the site service that directly obtains the second log corresponding to the behavior based on the first keyword included in the problem information collected by the client; If the site service is the second site service, based on the first keyword included in the problem information, obtain the second keyword corresponding to the behavior, and based on the second keyword, obtain the second log corresponding to the behavior from the site service, where the second site service is the site service that obtains the second log corresponding to the behavior based on the second keyword; Based on the second log corresponding to the behavior, obtain the first log corresponding to the behavior.

2. The method according to claim 1, characterized in that, The obtaining of the second log corresponding to the behavior from the site service based on the first keyword included in the problem information includes: Based on the first keyword included in the problem information and the third keyword preset for the behavior in the site service, obtain the second log corresponding to the behavior from the site service.

3. The method according to claim 2, wherein The obtaining of the second log corresponding to the behavior from the site service based on the second keyword includes: Based on the second keyword and the fourth keyword preset for the behavior in the site service, obtain the second log corresponding to the behavior from the site service.

4. The method according to claim 2, wherein The obtaining of the second keyword corresponding to the behavior based on the first keyword included in the problem information includes: Determine the third site service among at least one of the site services corresponding to the behavior; Based on the first keyword included in the problem information, obtain the third log corresponding to the behavior from the third site service; Obtain the second keyword corresponding to the behavior from the third log.

5. The method according to claim 4, characterized in that The step of obtaining the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information includes: Based on the first keyword included in the problem information and the fifth keyword preset for the behavior in the third site service, obtain the third log corresponding to the behavior from the third site service.

6. The method according to any one of claims 1-5, characterized in that, The step of analyzing the log link information to obtain the conclusion information for problem solving includes: If the preset normal log is missing in the log link information, generate the first conclusion information; If the preset abnormal log is included in the log link information, generate the second conclusion information; If the preset normal log is not missing and the preset abnormal log is not included in the log link information, generate the third conclusion information.

7. A customer service problem processing device, characterized in that, It includes: The first acquisition module is used to acquire the problem information collected by the client, and the problem information is used to describe the problems existing in the application end feedback by the user; The second acquisition module is used to obtain the log link information associated with the problem information based on at least one site service corresponding to the application end, and the site service refers to the service for troubleshooting problems by obtaining the log associated with the problem information through the server corresponding to the application end; The conclusion analysis module is used to analyze the log link information, obtain the conclusion information for problem solving and return it to the client; Among them, the second acquisition module is specifically used for: Based on the problem scenario included in the problem information, obtain at least one behavior associated with the preset problem scenario and at least one of the site services corresponding to the behavior; Based on at least one of the site services corresponding to the behavior, obtain the first log corresponding to the behavior; Based on the first logs corresponding to at least one of the behaviors, obtain the log link information; The second acquisition module is specifically used for: Based on the first keyword included in the problem information and at least one of the site services corresponding to the behavior, obtain the first log corresponding to the behavior; The second acquisition module is specifically used for: If the site service is the first site service, based on the first keyword included in the problem information, obtain the second log corresponding to the behavior from the site service, and the first site service is the site service that directly obtains the second log corresponding to the behavior based on the first keyword included in the problem information collected by the client; If the site service is the second site service, based on the first keyword included in the problem information, obtain the second keyword corresponding to the behavior, and based on the second keyword, obtain the second log corresponding to the behavior from the site service, and the second site service is the site service that obtains the second log corresponding to the behavior based on the second keyword; Based on the second log corresponding to the behavior, obtain the first log corresponding to the behavior.

8. The device according to claim 7, characterized in that, The second acquisition module is specifically used for: Obtain the second log corresponding to the behavior from the site service based on the first keyword included in the problem information and the third keyword preset for the behavior in the site service.

9. The device according to claim 8, characterized in that, The second obtaining module is specifically configured to: Obtain the second log corresponding to the behavior from the site service based on the second keyword and the fourth keyword preset for the behavior in the site service.

10. The device according to claim 7, characterized in that, The second obtaining module is specifically configured to: Determine at least one third site service in the site services corresponding to the behavior; Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information; Obtain the second keyword corresponding to the behavior from the third log.

11. The device according to claim 10, characterized in that, The second obtaining module is specifically configured to: Obtain the third log corresponding to the behavior from the third site service based on the first keyword included in the problem information and the fifth keyword preset for the behavior in the third site service.

12. The device according to any one of claims 7 to 11, characterized in that, The conclusion analysis module is specifically configured to: Generate first conclusion information if a preset normal log is missing in the log link information; Generate second conclusion information if a preset abnormal log is included in the log link information; Generate third conclusion information if the preset normal log is not missing in the log link information and the preset abnormal log is not included.

13. An electronic device, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, When the processor executes the computer program, the method described in any one of claims 1-6 is implemented.

14. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the program is executed by the processor, the method described in any one of claims 1-6 is implemented.

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