Order event processing method and device, electronic device and storage medium

Abstract

The present disclosure provides an order event processing method and device, electronic device and storage medium, which can be applied to the field of smart logistics technology. The order event processing method includes: when it is determined that the pending order event meets the order closing conditions, the event information of the pending order event is input into the monitoring model, wherein the monitoring model contains preset order closing rules, wherein the preset order closing rules are used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information on the event type and event elements characterizing the pending order event; using the monitoring model based on the event information of the pending order event and the preset order closing rules, outputting a target order closing method matching the pending order event; and performing the order closing operation on the pending order event according to the target order closing method.

Description

Technical Field

[0001] The present disclosure relates to the field of smart logistics technology, and specifically to an order event processing method, device, equipment, medium and program product. Background Art

[0002] With the development of e-commerce, logistics customer service needs to face a large number of customer complaints / consultation events. At present, when handling a large number of customer complaints / consultation events, logistics customer service usually relies on customer service to manually check and identify the corresponding process nodes, and manually select the order confirmation operation with the customer. This method is highly dependent on manual operation, which not only causes a waste of manpower, but also manual checking and identification operations are prone to errors in the operation process, affecting customer experience. Summary of the invention

[0003] In view of the above problems, the present disclosure provides an order event processing method, apparatus, device, medium and program product.

[0004] One aspect of the present disclosure provides an order event processing method, comprising: when it is determined that a pending order event satisfies an order closing condition, inputting event information of the pending order event into a monitoring model, wherein the monitoring model includes preset order closing rules, wherein the preset order closing rules are used to characterize a mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information on the event type and event elements characterizing the pending order event; utilizing the monitoring model to output a target order closing method matching the pending order event based on the event information of the pending order event and the preset order closing rules; and executing an order closing operation on the pending order event according to the target order closing method.

[0005] According to an embodiment of the present disclosure, event information includes event flow information and customer service processing information; using a monitoring model to output a target order closing method that matches the order event to be processed based on the event information of the order event to be processed and preset order closing rules includes: using a monitoring model to determine the target event type of the order event to be processed based on the event flow information, and determining the target event elements of the order event to be processed based on the event flow information and customer service processing information; using a monitoring model to output a target order closing method that matches the order event to be processed based on the target event type, target event elements and preset order closing rules.

[0006] According to an embodiment of the present disclosure, determining the target event type of a pending order event based on event process information includes: when it is determined according to the event process information that the pending order event includes a claims process, determining the target event type of the pending order event to be a claims event type; and when it is determined according to the event process information that the pending order event does not include a claims process, determining the target event type of the pending order event to be a logistics event type.

[0007] According to an embodiment of the present disclosure, determining the target event elements of the pending order event based on event process information and customer service processing information includes: when the target event type is determined to be a claim event type, determining the target elements of the pending order event to include a claim confirmation method and a claim payment method based on the customer service processing information; and when the target event type is determined to be a logistics event type, determining the target elements of the pending order event to include a process status of a target process node based on the event process information, wherein the target process node is associated with an order closable condition.

[0008] According to an embodiment of the present disclosure, it also includes, before determining that the pending order event meets the order closing conditions: receiving the current process status information of the pending order event in real time; and determining whether the pending order event meets the order closing conditions based on the current process status information and preset monitoring rules.

[0009] According to an embodiment of the present disclosure, the preset monitoring rules include: the target process node type that meets the order closing conditions; determining whether the pending order event meets the order closing conditions based on the current process status information and the preset monitoring rules includes: when it is determined based on the current process status information that the type of the current process node of the pending order event is within the range covered by the target process node type, determining that the pending order event meets the order closing conditions.

[0010] Another aspect of the present disclosure provides an order event processing device, including an input module, an output module and an execution module.

[0011] Among them, the input module is used to input the event information of the pending order event into the monitoring model when it is determined that the pending order event meets the conditions for closing the order, wherein the monitoring model contains preset closing rules, wherein the preset closing rules are used to characterize the mapping relationship between preset event elements and closing methods under various preset event types, wherein the event information includes information on the event type and event elements characterizing the pending order event; the output module is used to use the monitoring model to output a target closing method that matches the pending order event based on the event information of the pending order event and the preset closing rules; the execution module is used to execute the closing operation of the pending order event according to the target closing method.

[0012] According to an embodiment of the present disclosure, the event information includes event process information and customer service processing information; the output module includes a first determination unit and an output unit.

[0013] Among them, the first determination unit is used to use the monitoring model to determine the target event type of the pending order event based on the event process information, and to determine the target event element of the pending order event based on the event process information and customer service processing information; the output unit is used to use the monitoring model to output the target closing method that matches the pending order event according to the target event type, target event element and preset closing rules.

[0014] According to an embodiment of the present disclosure, the determining unit includes a first determining subunit and a second determining subunit.

[0015] Among them, the first determination subunit is used to determine that the target event type of the pending order event is a claims event type when it is determined according to the event process information that the pending order event includes a claims process; and the second determination subunit is used to determine that the target event type of the pending order event is a logistics event type when it is determined according to the event process information that the pending order event does not include a claims process.

[0016] According to an embodiment of the present disclosure, the determining unit includes a third determining subunit and a fourth determining subunit.

[0017] Among them, the third determination sub-unit is used to determine that the target elements of the pending order event include the claim confirmation method and the claim payment method according to the customer service processing information when the target event type is determined to be a claim event type; and the fourth determination sub-unit is used to determine that the target elements of the pending order event include the process status of the target process node according to the event process information when the target event type is determined to be a logistics event type, wherein the target process node is associated with the order closing condition.

[0018] According to an embodiment of the present disclosure, a receiving module and a determining module are also included.

[0019] Among them, the receiving module is used to receive the current process status information of the pending order event in real time before determining that the pending order event meets the conditions for closing the order; the determining module is used to determine whether the pending order event meets the conditions for closing the order based on the current process status information and preset monitoring rules.

[0020] According to an embodiment of the present disclosure, the preset monitoring rules include: the target process node type that meets the order closing conditions; the determination module includes a second determination unit, which is used to determine that the pending order event meets the order closing conditions when it is determined based on the current process status information that the type of the current process node of the pending order event is within the range covered by the target process node type.

[0021] Another aspect of the present disclosure provides an electronic device, comprising: one or more processors; and a memory for storing one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors execute the above-mentioned order event processing method.

[0022] Another aspect of the present disclosure further provides a computer-readable storage medium having executable instructions stored thereon, which, when executed by a processor, causes the processor to execute the above-mentioned order event processing method.

[0023] Another aspect of the present disclosure further provides a computer program product, including a computer program, which implements the above-mentioned order event processing method when executed by a processor.

[0024] According to the embodiments of the present disclosure, by executing the above-mentioned order event processing method, the monitoring model can output the target closing method that matches the order event to be processed based on the event information of the order event to be processed and in combination with the preset closing rules, thereby realizing the automated determination of the closing method and the automated monitoring and identification of the logistics process. The node monitoring of the order is all implemented by the system, and the closing confirmation does not require manual verification / identification by customer service, which reduces a large number of links that require manual verification and identification, avoids waste of manpower, improves identification accuracy, and realizes full-process monitoring of order events with high concurrency processing.

[0025] According to the embodiments of the present disclosure, further, in the monitoring model, by abstracting the event elements closely related to the actual order closing scenario, corresponding monitoring order closing rules are formulated for different clue types, and the rule logic of the order closing rules conforms to the objective laws in the logistics scenario, so that the order closing method determined in this way is practical and referenceable. In addition, all order closing node elements and corresponding order closing methods, order closing words, etc. have all realized backend customized configuration, so that the order closing rules can be flexibly configured according to the actual situation to meet the personalized needs of customers and improve the customer experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0026] The above contents and other objects, features and advantages of the present disclosure will become more apparent through the following description of the embodiments of the present disclosure with reference to the accompanying drawings, in which:

[0027] Figure 1 The application scenario diagram of the order event processing method, apparatus, device, medium and program product according to the embodiment of the present disclosure is schematically shown;

[0028] Figure 2 A flowchart of an order event processing method according to an embodiment of the present disclosure is schematically shown;

[0029] Figure 3A flowchart of an order event processing method according to another embodiment of the present disclosure is schematically shown;

[0030] Figure 4 A schematic diagram showing a structural block diagram of an order event processing device according to an embodiment of the present disclosure; and

[0031] Figure 5 A block diagram of an electronic device suitable for implementing an order event processing method according to an embodiment of the present disclosure is schematically shown. DETAILED DESCRIPTION

[0032] Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. However, it should be understood that these descriptions are exemplary only and are not intended to limit the scope of the present disclosure. In the following detailed description, for ease of explanation, many specific details are set forth to provide a comprehensive understanding of the embodiments of the present disclosure. However, it is apparent that one or more embodiments may also be implemented without these specific details. In addition, in the following description, descriptions of known structures and technologies are omitted to avoid unnecessary confusion of the concepts of the present disclosure.

[0033] The terms used herein are only for describing specific embodiments and are not intended to limit the present disclosure. The terms "comprise", "include", etc. used herein indicate the existence of the features, steps, operations and / or components, but do not exclude the existence or addition of one or more other features, steps, operations or components.

[0034] All terms (including technical and scientific terms) used herein have the meanings commonly understood by those skilled in the art, unless otherwise defined. It should be noted that the terms used herein should be interpreted as having a meaning consistent with the context of this specification, and should not be interpreted in an idealized or overly rigid manner.

[0035] When using expressions such as "at least one of A, B, and C, etc.", they should generally be interpreted according to the meaning of the expression commonly understood by those skilled in the art (for example, "a system having at least one of A, B, and C" should include but is not limited to a system having A alone, B alone, C alone, A and B, A and C, B and C, and / or A, B, C, etc.).

[0036] When logistics customer service handles a large number of customer complaints / consultation events, the relevant technology relies on customer service to manually check and identify the corresponding process nodes, and manually select the order confirmation operation with the customer. This method is highly dependent on manual operation, which not only wastes manpower, but also makes manual checking and identification operations prone to errors in the operation process, affecting customer experience.

[0037] In view of this, the present invention provides an order event processing method, focusing on the various states of the waybill / claim letter. According to the waybill closing rules formulated according to the operation process, when the waybill / claim letter reaches the waybill closing node that meets the requirements, the event is closed and the corresponding waybill closing method is output according to the waybill closing rules.

[0038] The order event processing method of the embodiment of the present disclosure includes:

[0039] When it is determined that the pending order event meets the order closing conditions, the event information of the pending order event is input into the monitoring model, wherein the monitoring model includes a preset order closing rule, wherein the preset order closing rule is used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information characterizing the event type and event elements of the pending order event;

[0040] Using the monitoring model, based on the event information of the pending order event and the preset order closing rules, the target order closing method matching the pending order event is output;

[0041] Execute the order closing operation for the pending order event according to the target order closing method.

[0042] According to the embodiments of the present disclosure, since the monitoring model can output the target closing method that matches the pending order event based on the event information of the pending order event and in combination with the preset closing rules, the automatic determination of the closing method and the automatic monitoring and identification of the logistics process are realized, the node monitoring of the order is fully realized by the system, and the closing confirmation does not require manual verification / identification by the customer service, which reduces a large number of links that require manual verification and identification, avoids waste of manpower, improves identification accuracy, and realizes full-process monitoring of order events with high concurrency processing.

[0043] According to the embodiments of the present disclosure, further, in the monitoring model, by abstracting the event elements closely related to the actual order closing scenario, corresponding monitoring order closing rules are formulated for different clue types, and the rule logic of the order closing rules conforms to the objective laws in the logistics scenario, so that the order closing method determined in this way is practical and referenceable. In addition, all order closing node elements and corresponding order closing methods, order closing words, etc. have all realized backend customized configuration, so that the order closing rules can be flexibly configured according to the actual situation to meet the personalized needs of customers and improve the customer experience.

[0044] Figure 1 The application scenario diagram of the order event processing method, apparatus, device, medium and program product according to the embodiments of the present disclosure is schematically shown.

[0045] like Figure 1As shown, the application scenario 100 according to this embodiment may include terminal devices 101, 102, 103, a network 104 and a server 105. The network 104 is used to provide a medium for a communication link between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0046] Users can use terminal devices 101, 102, 103 to interact with server 105 through network 104 to receive or send messages, etc. Various communication client applications can be installed on terminal devices 101, 102, 103, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc. (only examples).

[0047] The terminal devices 101 , 102 , and 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers.

[0048] The server 105 may be a server that provides various services, such as a background management server (only an example) that provides support for websites browsed by users using the terminal devices 101, 102, and 103. The background management server may analyze and process the received data such as user requests, and feed back the processing results (such as web pages, information, or data obtained or generated according to user requests) to the terminal device.

[0049] In the application scenario of the embodiment of the present disclosure, when the logistics customer service is handling a large number of customer complaints / consultation events, the logistics customer service can use the terminal devices 101, 102, and 103 to send a request to the server 105 through the network 104 to obtain the order closing method that matches the pending order event. In response to the user request, the server 105 executes the order event processing method of the embodiment of the present disclosure, uses the monitoring model based on the event information of the pending order event and the preset order closing rules, outputs the order closing method that matches the pending order event, and performs the order closing confirmation operation of the pending order event according to the order closing method, such as intelligent outbound calling, or sending text messages or workbench reminders, etc., to complete the final confirmation operation with the customer.

[0050] It should be noted that the order event processing method provided in the embodiment of the present disclosure can generally be executed by the server 105. Accordingly, the order event processing device provided in the embodiment of the present disclosure can generally be set in the server 105. The order event processing method provided in the embodiment of the present disclosure can also be executed by a server or server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, 103 and / or the server 105. Accordingly, the order event processing device provided in the embodiment of the present disclosure can also be set in a server or server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, 103 and / or the server 105.

[0051] It should be understood that Figure 1 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to implementation requirements.

[0052] The following will be based on Figure 1 The scene described by Figure 2 to Figure 5 The order event processing method of the embodiment of the present disclosure is described in detail.

[0053] Figure 2 The flowchart of the order event processing method according to the embodiment of the present disclosure is schematically shown.

[0054] like Figure 2 As shown, the order event processing method of this embodiment includes steps S201 to S203.

[0055] In step S201, when it is determined that the pending order event meets the order closing conditions, the event information of the pending order event is input into the monitoring model, wherein the monitoring model includes a preset order closing rule, wherein the preset order closing rule is used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information characterizing the event type and event elements of the pending order event;

[0056] In step S202, the monitoring model is used to output a target order closing method matching the order event to be processed based on the event information of the order event to be processed and the preset order closing rules;

[0057] In step S203, the order closing operation is performed on the order event to be processed according to the target order closing method.

[0058] According to an embodiment of the present disclosure, the pending order event may be a claim settlement event, a logistics event, or other customer service events for the pending order.

[0059] According to an embodiment of the present disclosure, a pending order event will trigger an order closing operation only if the order closing condition is met. The order closing condition can be met when the event process proceeds to a process node where the order closing operation can be executed.

[0060] According to an embodiment of the present disclosure, the event information of the pending order includes information characterizing the event type and event elements of the pending order event. The information characterizing the event type includes, for example, event classification identification, event name, etc. The information characterizing the event type may also be event process information, for example, which event nodes are included in the event process, so as to further determine the event type based on the event node information.

[0061] According to an embodiment of the present disclosure, event elements may be key elements that are significantly correlated with the order closing method of the event. For example, key elements that are significantly correlated with the order closing method of an order claim event may include a claim confirmation method and a claim payment method; key elements that are significantly correlated with the order closing method of an order logistics event may include the logistics status of the order closing node, etc.

[0062] According to the embodiments of the present disclosure, further, the information characterizing the event element may be the specific order information corresponding to the event element, for example, the information corresponding to the event element-claim payment method may be compensation by coupon, compensation by deduction, compensation by bank card transfer, etc. The information corresponding to the event element-claim confirmation method may be confirmation by telephone recording, confirmation by electronic confirmation, etc.; the information corresponding to the event element-logistics status of the order closing node may be successful delivery, collection completed, etc.

[0063] According to an embodiment of the present disclosure, the order closing method may include a variety of preset methods, such as completing the final order closing confirmation operation with the customer through intelligent outbound calls, or sending text messages or workbench reminders.

[0064] According to an embodiment of the present disclosure, the monitoring model can output a target order closing method that matches the pending order event based on the event information (event type, event elements) of the pending order event and in combination with the preset order closing rules. The preset order closing rules are used to characterize the mapping relationship between the preset event elements and the order closing methods under different preset event types. The preset order closing rules may be association mapping rules that predefine a plurality of different event types, and there is an association mapping rule under each event type, and the association mapping rules under different event types may be different. For example, in the case of an order claim event, it may be a mapping relationship between the first type of event elements and the order closing method, in the case of an order logistics event, it may be a mapping relationship between the first type of event elements and the order closing method, and in the case of a customer service event, it may be a mapping relationship between the third type of event elements and the order closing method.

[0065] According to the embodiments of the present disclosure, due to the node monitoring of order events and the final confirmation work with the customer before closing the order, if the customer service staff are relied upon to manually check / identify, there will be problems of waste of manpower and easy identification errors. The embodiments of the present disclosure can achieve automated monitoring and identification by establishing a monitoring model. The node monitoring of the order is all implemented by the system, and the order closing confirmation does not require manual checking / identification by the customer service staff, which reduces a large number of links that require manual checking and identification, avoids waste of manpower, improves identification accuracy, and achieves full-process monitoring of order events with high concurrency processing.

[0066] According to an embodiment of the present disclosure, event information includes event flow information and customer service processing information. Event flow information may be which event nodes are included in the event flow, so as to further determine the event type based on the event node information. Customer service processing information may be a claim payment method (e.g., compensation by coupons, compensation by deduction, or compensation by transferring money to a bank card), a claim confirmation method (e.g., confirmation by telephone recording, confirmation by electronic confirmation), etc.

[0067] Based on this, the monitoring model is used to output the target order closing methods that match the pending order events based on the event information of the pending order events and the preset order closing rules, including:

[0068] Firstly, the event type and target event elements of the pending order event are determined based on the event information of the pending order event in the monitoring model.

[0069] Specifically, the target event type of the pending order event can be determined based on the input event process information. For example, when it is determined according to the event process information that the pending order event includes a claims process, the target event type of the pending order event is determined to be a claims event type; and when it is determined according to the event process information that the pending order event does not include a claims process, the target event type of the pending order event is determined to be a logistics event type.

[0070] Specifically, in the monitoring model, the target event elements of the pending order event can be determined based on the event process information and the customer service processing information. For example, when the target event type is determined to be a claim event type, the target elements of the pending order event are determined to include the claim confirmation method and the claim payment method according to the customer service processing information. When the target event type is determined to be a logistics event type, the target elements of the pending order event are determined to include the process status of the target process node according to the event process information, wherein the target process node is associated with the order closing condition. For example, when the event process proceeds to the process node where the order closing operation can be executed, the order closing node is determined as the target process node.

[0071] Then, the target order closing method that matches the order event to be processed can be output based on the target event type, target event elements and preset order closing rules.

[0072] The above scenario can be that for each event under each event type, the target order closing method matching the pending order event is output according to the order closing rules under different event types. Intelligent outbound call platforms, SMS platforms, etc. can be used as technical support to enable intelligent outbound calls, send SMS or workbench reminders to customer service and customers to complete the final confirmation (i.e. whether the goods have been received, the claim has been paid, please pay attention to the account balance, etc.), and automatically complete the event order closing action.

[0073] For each event under the claim event type, the target order closing method of each event can be output according to the order closing rules related to the claim event. Among them, the order closing rules related to the claim event can be the mapping relationship between the claim event elements (event elements include claim confirmation method and claim payment method) and the order closing method. For example, the target order closing method of each event can be output as follows: on the premise that the event process reaches the order closing node (claim has been completed), when the claim payment method is to pay by coupons and the claim confirmation method is to confirm by telephone recording, the output order closing method is to complete the final order closing confirmation operation with the customer by sending a text message. For example, the target order closing method of each event can be output as follows: on the premise that the event process reaches the order closing node (pending settlement order generation), when the claim payment method is to pay by deduction and the claim confirmation method is to confirm by telephone recording, the output order closing method is to complete the final order closing confirmation operation with the customer by means of a workbench reminder. For example, the target closing method for outputting each event may be: under the premise that the event process proceeds to the order-closing node (pending merchant confirmation), when the claim payment method is to pay by deduction and the claim confirmation method is to confirm by electronic confirmation, the output closing method is to complete the final order closing confirmation operation with the customer by SMS.

[0074] For each event under the logistics event type, the target closing method of each event can be output according to the closing rules related to the logistics event. Among them, the closing rules related to the logistics event can be the mapping relationship between logistics event elements (event elements include the process status of the closing node) and the closing method.

[0075] For example, the target closing method for each event can be: on the premise that the event process reaches the node where the order can be closed (delivered successfully), according to the process status of the node where the order can be closed - delivered successfully, the output closing method is to complete the final order closing confirmation operation with the customer by sending a text message. For example, the target closing method for each event can be: on the premise that the event process reaches the node where the order can be closed (collection completed), according to the process status of the node where the order can be closed - collection completed, the output closing method is to complete the final order closing confirmation operation with the customer by intelligent outbound calling.

[0076] According to the embodiments of the present disclosure, in the monitoring model, by abstracting the event elements closely related to the actual order closing scenario, for different clue types, involving different clue elements, corresponding monitoring order closing rules are formulated, and all order closing node elements and corresponding order closing methods, order closing words, etc. are all customized in the background. Based on the background configuration, when the customer service front-end is operated, it can still flexibly switch the specific order closing method according to the communication with the customer, meet the personalized needs of the customer, and improve the customer experience. The above operation uses the monitoring model to map each event to the corresponding unique order closing method according to the configured order closing rules, and calls the corresponding platform to complete the confirmation with the customer and then close the customer service event. It can adapt to various order closing scenarios according to the background configuration and has good versatility.

[0077] According to the embodiments of the present disclosure, since the customer service may have personalized requirements for the final confirmation link during the communication with the customer (for example, the customer requires not to make a phone call but to send a text message, or vice versa), this situation is taken into consideration in the process design. When configuring the model, multiple order closing methods (one of which is the default method) can be configured. The customer service can switch the order closing method at will through the front-end page according to the specific communication situation with the customer to meet the customer's customized needs.

[0078] According to an embodiment of the present disclosure, a pending order event will trigger an order closing operation only if it satisfies an order closing condition, and the order closing condition can be satisfied when the event process proceeds to a target process node where the order closing operation can be performed. Based on this, the above method also includes, before determining that the pending order event satisfies the order closing condition, determining whether the event proceeds to the target process node, that is, whether the order closing condition is satisfied.

[0079] Figure 3 The flowchart of the order event processing method according to the embodiment of the present disclosure is schematically shown.

[0080] like Figure 3 As shown, the above method may specifically include:

[0081] First, the current process status information of the pending order event is received in real time. The current process status information can be a real-time push message from the upstream logistics system. When the order event reaches each process node or the process status changes, the upstream logistics system sends the current process status information to the processing system in real time. For example, the current event process runs to the collection node, the payment node, the delivery node, etc.

[0082] Then, according to the current process status information and the preset monitoring rules, determine whether the pending order event meets the conditions for closing the order. Among them, the preset monitoring rules can be: what types of target process node types that meet the conditions for closing the order include. For example, for each event under the claim event type, the preset monitoring rules stipulate that the target process nodes that meet the conditions for closing the order may include payment completed, pending settlement form generation, pending merchant confirmation, pending payment, pending financial review, etc.; for example, for each event under the claim event type, the preset monitoring rules stipulate that the target process nodes that meet the conditions for closing the order may include, successful delivery, collection completed, etc.

[0083] Specifically, according to the current process status information and the preset monitoring rules, determining whether the pending order event meets the order closing condition includes: determining that the pending order event meets the order closing condition when the type of the current process node of the pending order event is within the range covered by the target process node type according to the current process status information. For example, when the current node of the order event hits one of the process nodes of completed, pending settlement order generation, pending merchant confirmation, pending compensation, including, delivered, and completed collection, the pending order event can be considered to meet the order closing condition.

[0084] According to the embodiments of the present disclosure, by monitoring the real-time process status information of events sent from the upstream logistics system, its status is monitored in real time. When its status changes and meets the conditions for closing the order, the monitoring model is triggered to output the closing method that matches the pending order event, thereby realizing automatic real-time monitoring of the system and saving manpower. In addition, through the preset monitoring rules, the process node types closely related to the conditions for closing the event are specified, which facilitates a more accurate grasp of the closing node. By focusing on the various states of the waybill / claim letter, when the event reaches the closing node that meets the requirements, the event is closed in time, thereby improving the user experience.

[0085] Afterwards, when it is determined that the pending order event has reached the order-closable node and meets the order-closable conditions, the event type and target event elements of the pending order event are determined based on the event information of the pending order event. Specifically: when it is determined based on the event process information that the pending order event includes a claims process, the target event type of the pending order event is determined to be a claims event type, and based on the customer service processing information, the target elements of the pending order event are determined to include the claims confirmation method and the claims payment method; when it is determined based on the event process information that the pending order event does not include a claims process, the target event type of the pending order event is determined to be a logistics event type, and based on the event process information, the target elements of the pending order event are determined to include the process status of the order-closable node.

[0086] Finally, based on the closing rules configured in the monitoring model, according to the target event type, target event elements and preset closing rules, the closing method that matches the pending order event is output. Specifically, for each event under the claim event type, the target closing method of each event can be output according to the closing rules related to the claim event (the mapping relationship between the claim event elements and the closing method). For each event under the logistics event type, the target closing method of each event can be output according to the closing rules related to the logistics event (the mapping relationship between the logistics event elements and the closing method), for example, through intelligent outbound calls, or sending text messages or workstations to remind customer service and customers to complete the final confirmation (that is, whether the goods have been actually received, the claim has been paid, please pay attention to the account balance, etc.), and automatically complete the event order closing action.

[0087] Based on the above order event processing method, the present disclosure also provides an order event processing device. Figure 4 The structure block diagram of the order event processing device according to the embodiment of the present disclosure is schematically shown; Figure 4 The device is described in detail.

[0088] like Figure 4 As shown, the order event processing device 400 of this embodiment includes an input module 401, an output module 402 and an execution module 403.

[0089] The input module 401 is used to input the event information of the pending order event into the monitoring model when it is determined that the pending order event meets the order closing conditions, wherein the monitoring model includes a preset order closing rule, wherein the preset order closing rule is used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information characterizing the event type and event elements of the pending order event;

[0090] Output module 402, used to output a target order closing method matching the order event to be processed based on the event information of the order event to be processed and the preset order closing rule by using the monitoring model;

[0091] The execution module 403 is used to execute the order closing operation on the order event to be processed according to the target order closing method.

[0092] According to the embodiments of the present disclosure, due to the node monitoring of order events and the final confirmation work with the customer before closing the order, if the customer service staff are relied upon to manually check / identify, there will be a waste of manpower and easy identification errors. In the device of the embodiments of the present disclosure, the event information of the pending order event is input into the monitoring model through the input module 401, the output module 402 and the execution module 403, and the target closing method matching the pending order event is output, so that automatic monitoring and identification can be realized. The node monitoring of the order is all realized by the system, and the closing confirmation does not require manual checking / identification by the customer service staff, which reduces a large number of links requiring manual checking and identification, avoids waste of manpower, improves identification accuracy, and realizes full-process monitoring of order events with high concurrency processing.

[0093] According to an embodiment of the present disclosure, the event information includes event process information and customer service processing information; the output module 402 includes a first determination unit and an output unit.

[0094] The first determination unit is used to determine the target event type of the pending order event based on the event process information using the monitoring model, and to determine the target event element of the pending order event based on the event process information and the customer service processing information;

[0095] The output unit is used to use the monitoring model to output the target closing method that matches the order event to be processed according to the target event type, target event elements and preset closing rules.

[0096] According to an embodiment of the present disclosure, the determining unit includes a first determining subunit and a second determining subunit.

[0097] The first determining subunit is used to determine that the target event type of the to-be-processed order event is a claim settlement event type when it is determined according to the event process information that the to-be-processed order event includes a claim settlement process;

[0098] The second determining subunit is used to determine that the target event type of the order event to be processed is a logistics event type when it is determined according to the event process information that the order event to be processed does not include a claims settlement process.

[0099] According to an embodiment of the present disclosure, the determining unit includes a third determining subunit and a fourth determining subunit.

[0100] The third determining subunit is used to determine, when the target event type is determined to be a claim event type, that the target elements of the pending order event include a claim confirmation method and a claim payment method according to the customer service processing information;

[0101] The fourth determination subunit, when determining that the target event type is a logistics event type, determines, based on the event process information, that the target elements of the order event to be processed include the process status of the target process node, wherein the target process node is associated with the order closing condition.

[0102] According to an embodiment of the present disclosure, a receiving module and a determining module are also included.

[0103] The receiving module is used to receive the current process status information of the pending order event in real time before determining that the pending order event meets the order closing conditions;

[0104] The determination module is used to determine whether the pending order event meets the order closing conditions based on the current process status information and preset monitoring rules.

[0105] According to an embodiment of the present disclosure, the preset monitoring rules include: target process node types that meet order closing conditions;

[0106] The determination module includes a second determination unit, which is used to determine whether the pending order event meets the order closing conditions when it is determined based on the current process state information that the type of the current process node of the pending order event is within the range covered by the target process node type.

[0107] According to an embodiment of the present disclosure, any multiple modules in the input module 401, the output module 402 and the execution module 403 can be combined in one module for implementation, or any one of the modules can be split into multiple modules. Alternatively, at least part of the functions of one or more of these modules can be combined with at least part of the functions of other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the input module 401, the output module 402 and the execution module 403 can be at least partially implemented as a hardware circuit, such as a field programmable gate array (FPGA), a programmable logic array (PLA), a system on a chip, a system on a substrate, a system on a package, an application-specific integrated circuit (ASIC), or can be implemented by hardware or firmware such as any other reasonable way of integrating or packaging the circuit, or implemented in any one of the three implementation methods of software, hardware and firmware or in any appropriate combination of any of them. Alternatively, at least one of the input module 401, the output module 402 and the execution module 403 can be at least partially implemented as a computer program module, and when the computer program module is run, the corresponding function can be executed.

[0108] Figure 5 A block diagram of an electronic device suitable for implementing an order event processing method according to an embodiment of the present disclosure is schematically shown.

[0109] like Figure 5 As shown, the electronic device 500 according to an embodiment of the present disclosure includes a processor 501, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 502 or a program loaded from a storage part 508 into a random access memory (RAM) 503. The processor 501 may include, for example, a general-purpose microprocessor (e.g., a CPU), an instruction set processor and / or a related chipset and / or a special-purpose microprocessor (e.g., an application-specific integrated circuit (ASIC)), etc. The processor 501 may also include an onboard memory for caching purposes. The processor 501 may include a single processing unit or multiple processing units for performing different actions of the method flow according to an embodiment of the present disclosure.

[0110] In RAM 503, various programs and data required for the operation of electronic device 500 are stored. Processor 501, ROM 502 and RAM 503 are connected to each other via bus 504. Processor 501 performs various operations of the method flow according to the embodiment of the present disclosure by executing the program in ROM 502 and / or RAM 503. It should be noted that the program can also be stored in one or more memories other than ROM 502 and RAM 503. Processor 501 can also perform various operations of the method flow according to the embodiment of the present disclosure by executing the program stored in the one or more memories.

[0111] According to an embodiment of the present disclosure, the electronic device 500 may further include an input / output (I / O) interface 505, which is also connected to the bus 504. The electronic device 500 may further include one or more of the following components connected to the I / O interface 505: an input portion 506 including a keyboard, a mouse, etc.; an output portion 507 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage portion 508 including a hard disk, etc.; and a communication portion 509 including a network interface card such as a LAN card, a modem, etc. The communication portion 509 performs communication processing via a network such as the Internet. A drive 510 is also connected to the I / O interface 505 as needed. A removable medium 511, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 510 as needed, so that a computer program read therefrom is installed into the storage portion 508 as needed.

[0112] The present disclosure also provides a computer-readable storage medium, which may be included in the device / apparatus / system described in the above embodiments; or may exist independently without being assembled into the device / apparatus / system. The above computer-readable storage medium carries one or more programs, and when the above one or more programs are executed, the method according to the embodiment of the present disclosure is implemented.

[0113] According to an embodiment of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, for example, may include but is not limited to: a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program, which may be used by or in combination with an instruction execution system, an apparatus or a device. For example, according to an embodiment of the present disclosure, a computer-readable storage medium may include the ROM 502 and / or RAM 503 described above and / or one or more memories other than ROM 502 and RAM 503.

[0114] The embodiment of the present disclosure also includes a computer program product, which includes a computer program, and the computer program contains program code for executing the method shown in the flowchart. When the computer program product is run in a computer system, the program code is used to enable the computer system to implement the order event processing method provided by the embodiment of the present disclosure.

[0115] The above functions defined in the system / device of the embodiment of the present disclosure are performed when the computer program is executed by the processor 501. According to the embodiment of the present disclosure, the system, device, module, unit, etc. described above can be implemented by a computer program module.

[0116] In one embodiment, the computer program may rely on tangible storage media such as optical storage devices, magnetic storage devices, etc. In another embodiment, the computer program may also be transmitted and distributed in the form of signals on a network medium, and downloaded and installed through the communication part 509, and / or installed from the removable medium 511. The program code contained in the computer program may be transmitted using any appropriate network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the above.

[0117] In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 509, and / or installed from the removable medium 511. When the computer program is executed by the processor 501, the above functions defined in the system of the embodiment of the present disclosure are performed. According to the embodiment of the present disclosure, the system, device, means, module, unit, etc. described above can be implemented by a computer program module.

[0118] According to an embodiment of the present disclosure, the program code for executing the computer program provided by the embodiment of the present disclosure can be written in any combination of one or more programming languages. Specifically, these computing programs can be implemented using high-level process and / or object-oriented programming languages, and / or assembly / machine languages. Programming languages ​​include, but are not limited to, Java, C++, python, "C" language or similar programming languages. The program code can be executed entirely on the user computing device, partially on the user device, partially on the remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device can be connected to the user computing device through any type of network, including a local area network (LAN) or a wide area network (WAN), or can be connected to an external computing device (for example, using an Internet service provider to connect through the Internet).

[0119] The flow charts and block diagrams in the accompanying drawings illustrate the possible architecture, functions and operations of the systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the above-mentioned module, program segment, or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0120] It will be appreciated by those skilled in the art that the features described in the various embodiments and / or claims of the present disclosure may be combined and / or combined in a variety of ways, even if such combinations and / or combinations are not explicitly described in the present disclosure. In particular, the features described in the various embodiments and / or claims of the present disclosure may be combined and / or combined in a variety of ways without departing from the spirit and teachings of the present disclosure. All of these combinations and / or combinations fall within the scope of the present disclosure.

[0121] The embodiments of the present disclosure are described above. However, these embodiments are only for illustrative purposes and are not intended to limit the scope of the present disclosure. Although the embodiments are described above separately, this does not mean that the measures in the various embodiments cannot be used in combination to advantage. The scope of the present disclosure is defined by the attached claims and their equivalents. Without departing from the scope of the present disclosure, those skilled in the art may make a variety of substitutions and modifications, which should all fall within the scope of the present disclosure.

Claims

1. A method for processing an order event, comprising: In the case where it is determined that the pending order event meets the order closing conditions, the event information of the pending order event is input into the monitoring model, wherein the monitoring model includes a preset order closing rule, wherein the preset order closing rule is used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information characterizing the event type and event elements of the pending order event; Outputting a target order closing method matching the order event to be processed using the monitoring model based on the event information of the order event to be processed and the preset order closing rule; and Execute the order closing operation on the pending order event according to the target order closing method; Among them, the event element is a key element that has an important correlation with the order closing method of the event. The event types of pending order events include claim event type and logistics event type; When the event type of the pending order event is a claim event type, the event elements of the pending order event include a claim confirmation method and a claim payment method; When the event type of the pending order event is a logistics event type, the event elements of the pending order event include the process status of the target process node, wherein the target process node is associated with the order closing condition.

2. The method according to claim 1, wherein: The event information includes event process information and customer service processing information; The using the monitoring model to output a target order closing method matching the order event to be processed based on the event information of the order event to be processed and the preset order closing rule includes: Determine the target event type of the pending order event based on the event flow information using the monitoring model, and determine the target event element of the pending order event based on the event flow information and the customer service processing information; The monitoring model is used to output a target order closing method that matches the pending order event according to the target event type, the target event elements and the preset order closing rules.

3. The method according to claim 2, wherein: Determining the target event type of the to-be-processed order event based on the event process information includes: In the case where it is determined according to the event process information that the pending order event includes a claims settlement process, determining that the target event type of the pending order event is a claims settlement event type; and When it is determined according to the event process information that the pending order event does not include a claims settlement process, it is determined that the target event type of the pending order event is a logistics event type.

4. The method according to claim 2, wherein: The determining of the target event element of the pending order event based on the event process information and the customer service processing information includes: In the case where it is determined that the target event type is a claim event type, determining, based on the customer service processing information, that the target event elements of the pending order event include a claim confirmation method and a claim payment method; and When it is determined that the target event type is a logistics event type, it is determined, based on the event process information, that the target event element of the to-be-processed order event includes a process state of a target process node.

5. The method according to claim 1, before determining that the pending order event meets the order closing condition, the method further comprises: Receiving the current process status information of the pending order event in real time; According to the current process status information and preset monitoring rules, determine whether the pending order event meets the order closing condition.

6. The method according to claim 5, wherein: The preset monitoring rules include: target process node types that meet the order closing conditions; The determining, based on the current process status information and the preset monitoring rules, whether the pending order event satisfies the order closing condition includes: When it is determined according to the current process status information that the type of the current process node of the pending order event is within the range covered by the target process node type, it is determined that the pending order event meets the order closing condition.

7. An order event processing device, comprising: An input module, configured to input event information of the pending order event into a monitoring model when it is determined that the pending order event satisfies the order closing conditions, wherein the monitoring model includes preset order closing rules, wherein the preset order closing rules are used to characterize the mapping relationship between preset event elements and order closing methods under various preset event types, wherein the event information includes information characterizing the event type and event elements of the pending order event; an output module, configured to output a target order closing method matching the order event to be processed based on the event information of the order event to be processed and the preset order closing rule by using the monitoring model; and An execution module, used for executing the order closing operation on the pending order event according to the target order closing method; Among them, the event element is a key element that has an important correlation with the order closing method of the event. The event types of pending order events include claim event type and logistics event type; When the event type of the pending order event is a claim event type, the event elements of the pending order event include a claim confirmation method and a claim payment method; When the event type of the pending order event is a logistics event type, the event elements of the pending order event include the process status of the target process node, wherein the target process node is associated with the order closing condition.

8. An electronic device, comprising: one or more processors; a storage device for storing one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors execute the method according to any one of claims 1 to 6.

9. A computer-readable storage medium having executable instructions stored thereon, which, when executed by a processor, causes the processor to execute the method according to any one of claims 1 to 6.

10. A computer program product, comprising a computer program, wherein when the computer program is executed by a processor, the method according to any one of claims 1 to 6 is implemented.

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