Information processing methods, devices, equipment, storage media and products

Abstract

This application provides an information processing method, apparatus, device, storage medium, and product. The method includes: parsing a business query request sent by a terminal to obtain business information to be processed; determining the corresponding business information level based on the business information to be processed, and determining the corresponding information processing time limit based on the corresponding business information level; obtaining historical business information processing results, and displaying the business information to be processed, the corresponding information processing time limit, and the historical business information processing results in a display area; responding to an input operation on the display area to obtain the business information processing result corresponding to the business information to be processed; generating corresponding feedback information based on the business information processing result corresponding to the business information to be processed, and sending the feedback information to the terminal. With this method, processing personnel can refer to historical business information processing results to process business information, and it can also remind processing personnel of the processing time limit for business information, so as to provide timely feedback to customers on the processing results.

Description

Technical Field

[0001] This application relates to the field of data processing technology, and in particular to an information processing method, apparatus, device, storage medium and product. Background Technology

[0002] In the banking business process, various business processing systems are involved, such as business operating systems and management service systems. These systems serve as a bridge between customers and the bank, allowing customers to conduct business transactions.

[0003] During business processing, customers can raise relevant needs and questions regarding a particular transaction, which will be handled and answered by bank staff.

[0004] However, the existing system requires manual collection of user-raised needs and questions. When the amount of information is large, manual collection is inefficient and cannot provide timely feedback to customers on the processing status. Summary of the Invention

[0005] This application provides an information processing method, apparatus, device, storage medium, and product to solve the problems of low efficiency in manually collecting relevant user needs and questions and the inability to provide timely feedback on processing status to customers.

[0006] In a first aspect, this application provides an information processing method, including:

[0007] Receive a service query request sent by the terminal, parse the request to obtain the service information to be processed;

[0008] The corresponding business information level is determined based on the business information to be processed, and the corresponding information processing time is determined based on the corresponding business information level.

[0009] Obtain the historical business information processing results corresponding to the business information to be processed, and display the business information to be processed, the corresponding information processing time, and the historical business information processing results in the display area;

[0010] In response to an input operation on the display area, the business information processing result corresponding to the business information to be processed is obtained;

[0011] Based on the business information processing result corresponding to the business information to be processed, generate corresponding feedback information and send the corresponding feedback information to the terminal.

[0012] Secondly, this application provides an information processing apparatus, comprising:

[0013] The transceiver unit is used to receive service query requests sent by the terminal.

[0014] The parsing unit is used to parse the request to obtain the business information to be processed;

[0015] The determining unit is used to determine the corresponding business information level based on the business information to be processed, and to determine the corresponding information processing time based on the corresponding business information level;

[0016] The processing unit is used to obtain the historical business information processing results corresponding to the business information to be processed, and to display the business information to be processed, the corresponding information processing time, and the historical business information processing results in the display area.

[0017] The processing unit is also configured to, in response to an input operation on the display area, obtain the business information processing result corresponding to the business information to be processed;

[0018] The processing unit is also configured to generate corresponding feedback information based on the business information processing result corresponding to the business information to be processed;

[0019] The transceiver unit is also used to send the corresponding feedback information to the terminal.

[0020] Thirdly, the present invention provides an electronic device, comprising: a processor, a memory, and a transceiver;

[0021] Interconnection of processor, memory, and transceiver circuits;

[0022] The memory stores the instructions that the computer executes;

[0023] A transceiver is used to send and receive data and requests.

[0024] The processor executes computer execution instructions stored in memory, causing the processor to perform the method described in the first aspect.

[0025] Fourthly, the present invention provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the method described in the first aspect.

[0026] Fifthly, the present invention provides a computer program product, including a computer program that, when executed by a processor, implements the method described in the first aspect.

[0027] The information processing method, apparatus, equipment, storage medium, and product provided in this application receive a business query request sent by a terminal, parse the request to obtain business information to be processed; determine the corresponding business information level based on the business information to be processed, and determine the corresponding information processing time limit based on the corresponding business information level; obtain the historical business information processing results corresponding to the business information to be processed, and display the business information to be processed, the corresponding information processing time limit, and the historical business information processing results in a display area; in response to an input operation on the display area, obtain the business information processing results corresponding to the business information to be processed; generate corresponding feedback information based on the business information processing results corresponding to the business information to be processed, and send the corresponding feedback information to the terminal. This eliminates the need for manual collection of business information, improving efficiency; moreover, processing personnel can refer to historical business information processing results to process business information, effectively accelerating the processing speed; and the information processing time limit can remind processing personnel of the processing time limit for business information, so as to promptly provide feedback to customers on the processing results. Attached Figure Description

[0028] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.

[0029] Figure 1 This is a schematic diagram of the network architecture of the information processing method provided by the present invention;

[0030] Figure 2 This is a flowchart illustrating the information processing method provided in Embodiment 1 of the present invention;

[0031] Figure 3 This is a flowchart illustrating the information processing method provided in Embodiment 2 of the present invention;

[0032] Figure 4 This is a flowchart illustrating the information processing method provided in Embodiment 3 of the present invention;

[0033] Figure 5 This is a flowchart illustrating the information processing method provided in Embodiment 4 of the present invention;

[0034] Figure 6 This is a flowchart illustrating the information processing method provided in Embodiment 5 of the present invention;

[0035] Figure 7 This is a schematic diagram of the structure of an information processing device provided in an embodiment of the present invention;

[0036] Figure 8 This is a block diagram of an electronic device used to implement the information processing method of the embodiments of the present invention.

[0037] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concept of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0038] Exemplary embodiments will now be described in detail, examples of which are illustrated in the accompanying drawings. When the following description relates to the drawings, unless otherwise indicated, the same numbers in different drawings denote the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with this application. Rather, they are merely examples of apparatuses and methods consistent with some aspects of this application as detailed in the appended claims.

[0039] Bank business processes involve various business processing systems, such as business operating systems and management service systems. These systems serve as a bridge between customers and the bank, allowing customers to conduct business transactions. During these transactions, customers can submit relevant requests, questions, and inquiries. Bank staff then process these requests, for example, by first prioritizing customer feedback, then analyzing the specific inquiries, and finally providing answers to the customer's questions.

[0040] However, the existing system requires manual collection of user-raised needs and questions. When the amount of information is large, manual collection is inefficient and cannot provide timely feedback to customers on the processing status.

[0041] Therefore, addressing the issues of low efficiency and inability to promptly provide feedback to customers regarding the processing status of user-submitted requests and questions in existing technologies, the inventors discovered a novel approach. This approach involves receiving business query requests from terminals, parsing the requests to obtain pending business information, determining the corresponding business information level based on the pending information, and determining the corresponding information processing timeframe based on the level. It also involves obtaining historical processing results for the pending business information, displaying the pending business information, its corresponding processing timeframe, and historical processing results in a display area, responding to input operations in the display area, obtaining the processing results for the pending business information, generating corresponding feedback information based on the processing results, and sending the feedback information to the terminal. This eliminates the need for manual collection of business information, improving efficiency. Furthermore, processing personnel can refer to historical processing results to process business information, effectively accelerating processing speed. The information processing timeframe reminds processing personnel of the processing deadline for business information, enabling timely feedback to customers.

[0042] Therefore, based on the above-mentioned inventive discovery, the inventors proposed the technical solution of the embodiments of the present invention. The network architecture and application scenarios of the information processing method provided by the embodiments of the present invention will be described below.

[0043] like Figure 1 As shown, the network architecture corresponding to the information processing method provided in this embodiment of the invention includes: a client terminal 1, an electronic device 2, and a research and development personnel terminal 3. The electronic device 2 is communicatively connected to both the client terminal 1 and the research and development personnel terminal 3. The client sends a business query request to the electronic device 2 through the client terminal 1. The electronic device 2 parses the request to obtain the business information to be processed; determines the corresponding business information level based on the business information to be processed, and determines the corresponding information processing timeliness based on the corresponding business information level; obtains the historical business information processing results corresponding to the business information to be processed, and displays the business information to be processed, the corresponding information processing timeliness, and the historical business information processing results in the display area; responds to input operations on the display area, obtains the business information processing results corresponding to the business information to be processed; generates corresponding feedback information based on the business information processing results corresponding to the business information to be processed, and sends the corresponding feedback information to the client terminal 1; the electronic device 2 generates summary information based on the business information processing results corresponding to the business information to be processed, and sends the summary information to the research and development personnel terminal 3. It eliminates the need for manual collection of business information, improving efficiency. Furthermore, processing personnel can refer to historical business information processing results to accelerate processing speed. Information processing timeliness reminders alert personnel to processing deadlines, enabling timely feedback to customers. It also facilitates R&D and maintenance personnel in viewing summary information and understanding the status of business information processing.

[0044] Example 1

[0045] Figure 2 This is a flowchart illustrating the information processing method provided in Embodiment 1 of the present invention, as shown below. Figure 2 As shown, the execution subject of the information processing method provided in this embodiment is an information processing device, which is located in an electronic device. Therefore, the information processing method provided in this embodiment includes the following steps:

[0046] Step 101: Receive the service query request sent by the terminal, parse the request to obtain the service information to be processed.

[0047] In this embodiment, a service query request is sent by the receiving terminal. This service query request is initiated by the user based on an application on the terminal. An application refers to a computer program developed and running on a terminal device to complete one or more specific tasks, including applets. One or more applications can be set up and run on the terminal. These applications can be communication applications or other applications; this embodiment does not limit the scope. The user can send a service query request to the electronic device through the application on the terminal.

[0048] For example, if the application is an email application, when a user accesses the email application via a terminal, the application can display the initial email interface. The user can click "Create New Email," and the application will then display the email editing interface. The user can enter the problem name, problem description, customer group number, customer name, and either interface-related information or page-related information. For interface-related problems, the user will enter interface-related information, including transaction number, transaction name, transaction details, transaction amount, transaction initiation time, transaction return time, transaction error code, and transaction log message. For page-related problems, the user will enter page-related information, including transaction number, transaction name, and a screenshot of the error result. The user then enters the recipient information and clicks "Send Email," triggering the terminal to send a business query request to the electronic device.

[0049] In this embodiment, the electronic device is equipped with a PRA tool. PRA stands for PRAobotic Process Automation, which can replace or assist humans in completing repetitive tasks and duties on digital devices such as computers and mobile phones. The electronic device uses the PRA tool to pre-configure emails and automatically parse them. The PRA tool is also used to parse business query requests to obtain business information to be processed. This business information includes the problem name, problem description, customer group number, customer name, and interface-related or page-related information.

[0050] Optionally, a PRA tool can be used to obtain the issue name, issue description, customer group number, and customer name. If it is an interface-related issue, the transaction number, transaction name, number of transactions, transaction amount, transaction initiation time, transaction return time, and transaction error code can be obtained. The log message attachments can then be saved to a specified local directory and the attachment name can be modified. For example, the attachment name could be 20220101_Company Name_Batch Payroll Transaction, and the attachment name could include the date, customer name, and transaction name. If it is a page-related issue, the reported error screenshot attachments can be saved to the corresponding local storage area.

[0051] Step 102: Determine the corresponding business information level based on the business information to be processed, and determine the corresponding information processing time based on the corresponding business information level.

[0052] In this embodiment, the corresponding business information level is determined based on the business information to be processed. The business information level is determined by the customer level and the business level. The corresponding information processing time is further determined based on the corresponding business information level. The information processing time can be used as a reference for the processing personnel. Generally, the higher the business information level, the shorter the corresponding information processing time. The business information level and the information processing time are inversely proportional.

[0053] Step 103: Obtain the historical business information processing results corresponding to the business information to be processed, and display the business information to be processed, the corresponding information processing time, and the historical business information processing results in the display area.

[0054] In this embodiment, the historical business processing results corresponding to the business information to be processed are obtained and stored in a preset database. The preset database stores historical business information and corresponding historical business processing results. The business information to be processed, the corresponding information processing time, and the historical business processing results are displayed in the display area. The information processing time is used to remind the processing personnel when the processing needs to be completed. The processing personnel can refer to the historical business processing results to process the business information to be processed.

[0055] Step 104: In response to input operations on the display area, obtain the business processing result corresponding to the business information to be processed.

[0056] In this embodiment, the processing personnel input the processing result of the business. In response to the input operation on the display area, the processing result corresponding to the business information to be processed is obtained. The processing result includes the cause of the problem, the processing result, the customer assistance operation, and the verification method.

[0057] Step 105: Generate corresponding feedback information based on the business processing result corresponding to the business information to be processed, and send the corresponding feedback information to the terminal.

[0058] In this embodiment, corresponding feedback information is generated based on the business processing result corresponding to the business information to be processed. Specifically, corresponding feedback information is generated based on the business processing result, problem name, and customer name corresponding to the business information to be processed, and the corresponding feedback information is sent to the terminal.

[0059] Optionally, a PRA tool is used to obtain the business processing result, problem name, customer name, and customer email address corresponding to the business information to be processed. The PRA tool is used to log in to the email application on the electronic device, edit the email according to the preset format, and the email content includes the business processing result, problem name, and customer name. The PRA tool is used to send the email, and the user views the information processing result based on the email application on the terminal.

[0060] Optionally, the PRA tool can be used to store the business information processing results corresponding to the business information to be processed in a preset database.

[0061] In this embodiment, a service query request sent by a receiving terminal is parsed to obtain the service information to be processed. The corresponding service information level is determined based on the service information to be processed, and the corresponding information processing time limit is further determined based on the corresponding service information level. Historical service information processing results are obtained, and the service information, service information processing results, and information processing time limit are displayed. In response to input operations on the display area, the service information processing results corresponding to the service information to be processed are obtained. Based on the service information processing results, corresponding feedback information is generated and sent to the terminal. This eliminates the need for manual collection of service information, improving efficiency. Furthermore, processing personnel can refer to historical service information processing results to process service information, effectively accelerating the processing speed. The information processing time limit reminds processing personnel of the processing time limit for service information, enabling timely feedback of processing results to customers.

[0062] Example 2

[0063] Figure 3 This is a flowchart illustrating the information processing method provided in Embodiment 2 of the present invention, as shown below. Figure 3 As shown, based on the information processing method provided in Embodiment 1 of the present invention, step 102, which involves determining the corresponding business information level based on the business information to be processed, has been further refined, specifically including the following steps:

[0064] Step 1021: Determine the corresponding customer level based on the customer identifier, and determine the corresponding business level based on the business identifier.

[0065] In this embodiment, the business information to be processed includes customer identifiers and business identifiers. The customer identifier can be a customer group number or customer name, and the business identifier can be a transaction name. Based on the customer identifier, the corresponding customer level is determined. A customer level whitelist is pre-set, recording the mapping relationship between multiple customer identifiers and customer levels. Based on the business identifier, the corresponding business level is determined. A business level whitelist is pre-set, recording the mapping relationship between multiple business identifiers and business levels.

[0066] Step 1022: Determine the corresponding business information level based on the corresponding customer level and the corresponding business level.

[0067] In this embodiment, the corresponding business information level is determined based on the corresponding customer level and the corresponding business level. Specifically, the business information level is obtained by adding the customer level and the corresponding business level of the business information to be processed. The business information level is used to determine the corresponding information processing time. The information processing time can be used as a reference for the processing personnel. Generally, the higher the business information level, the shorter the corresponding information processing time. The business information level and the information processing time are inversely proportional.

[0068] In this embodiment, the level of business information handled by the customer is accurately determined by the customer identifier and the business identifier, and the processing time is determined according to the level of business information, which can remind the processing personnel to process the business information within the specified time limit.

[0069] Example 3

[0070] Figure 4 This is a flowchart illustrating the information processing method provided in Embodiment 3 of the present invention, as shown below. Figure 4 As shown, based on the information processing method provided in Embodiment 2 of the present invention, the step 1021 of determining the corresponding customer level according to the customer identifier has been further refined, specifically including the following steps:

[0071] Step 1021a: Obtain the mapping relationship between the preset customer identifier and the customer level, and match the customer identifier with the preset customer identifier in the mapping relationship.

[0072] In this embodiment, a mapping relationship between preset customer identifiers and customer levels is obtained. This mapping relationship is stored in a customer level whitelist. The customer identifiers are matched with the preset customer identifiers in the mapping relationship. Customer levels are set based on attributes such as company size, industry, listing status, and company type. Customer levels may include, but are not limited to, levels one, two, three, four, and five; multiple levels can be set according to actual needs.

[0073] Step 1021b: Determine the customer level corresponding to the preset customer identifier that matches the customer identifier as the corresponding customer level.

[0074] In this embodiment, a preset customer identifier that matches the customer identifier is determined, and the customer level corresponding to the preset customer identifier that matches the customer identifier is determined as the corresponding customer level.

[0075] It should be noted that if no preset customer identifier matching the customer identifier is found in the mapping relationship, the customer level will not be set for that customer. Instead, the customer level will be set to no preset customer level, such as setting the customer level to level one.

[0076] In this embodiment, customer levels can be accurately determined based on the mapping relationship and customer identifier, so that the business information of more important customers can be processed first.

[0077] Example 4

[0078] Figure 5 This is a flowchart illustrating the information processing method provided in Embodiment 4 of the present invention, as shown below. Figure 5 As shown, based on the information processing method provided in Embodiment 2 of the present invention, the step 1021 of determining the corresponding service level according to the service identifier has been further refined, specifically including the following steps:

[0079] Step 1021c: Obtain the mapping relationship between the preset service identifier and the service level, and match the service identifier with the preset service identifier in the mapping relationship.

[0080] In this embodiment, a mapping relationship between preset business identifiers and business levels is obtained. This mapping relationship is stored in a business level whitelist. The business identifiers are then matched with the preset business identifiers in the mapping relationship. Specifically, a business level is set for a customer based on attributes such as whether the customer's transaction interface involves cross-bank transactions and account transactions. Business levels may include, but are not limited to, levels one, two, three, four, and five; multiple levels can be set according to actual circumstances.

[0081] Step 1021d: Determine the business level corresponding to the preset business identifier that matches the business identifier as the corresponding business level.

[0082] In this embodiment, a preset business identifier that matches the business identifier is determined, and the business level corresponding to the preset business identifier that matches the business identifier is determined as the corresponding business level.

[0083] It should be noted that if no preset business identifier matching the business identifier is found in the mapping relationship, and no preset business level is set for the customer, such as setting the business level to level one.

[0084] In this embodiment, the business level can be accurately determined based on the mapping relationship and business identifier, so as to prioritize the processing of business information of more important customers.

[0085] Example 5

[0086] Figure 6 This is a flowchart illustrating the information processing method provided in Embodiment 5 of the present invention, as shown below. Figure 6 As shown, based on the information processing method provided in Embodiment 1 of the present invention, the step 102 of determining the corresponding information processing timeliness according to the corresponding business information level has been further refined, specifically including the following steps:

[0087] Step 102a: Obtain the mapping relationship between the preset business information level and the information processing timeliness, and match the corresponding business information level with the preset business information level in the mapping relationship.

[0088] In this embodiment, the business information level is obtained by adding the customer level and the corresponding business level of the business information to be processed. For example, if the customer level and the corresponding business level of the business information to be processed are both level 5, the business information level is level 10. A mapping relationship between business information level and information processing time is pre-set. For example, a business information level of level 10 corresponds to an information processing time of 1 hour; a business information level of level 2 corresponds to an information processing time of 8 hours. Generally, the higher the business information level, the shorter the information processing time. It should be noted that the information processing time can be set according to the actual situation and is not limited to the above values; other suitable values ​​are also possible.

[0089] Step 102b: Determine the processing time corresponding to the preset business information level that matches the corresponding business information level as the corresponding information processing time.

[0090] In this embodiment, a preset business information level that matches the corresponding business information level is determined, and the processing time corresponding to the preset business information level that matches the corresponding business information level is determined as the corresponding information processing time.

[0091] In this embodiment, the corresponding information processing time limit is determined according to the level of business information, which can remind the processing personnel to process business information within the specified time limit and promptly provide feedback on the processing results to the customer.

[0092] Example 6

[0093] Based on the information processing method provided in Embodiment 1 of the present invention, before step 103, the following steps are also included:

[0094] Step 1031: Search the preset database for historical business processing results that match the business type and business error code.

[0095] In this embodiment, a preset database stores historical business processing results. A PRA tool is used to store completed business processing results in the preset database. The business information to be processed includes: business type and business error code. The preset database is used to search for historical business processing results that match the business type and business error code.

[0096] Step 1032: The matched historical business processing results are determined as the historical business information processing results corresponding to the business information to be processed.

[0097] In this embodiment, the historical business processing results that match the business type and business error code are determined as the historical business information processing results corresponding to the business information to be processed. Processing personnel can refer to the previous business information processing results to process the business information, which can effectively speed up the processing speed and provide timely feedback to customers on the processing results.

[0098] Example 7

[0099] Based on the information processing method provided in Embodiment 2 of the present invention, before displaying the business information to be processed, the corresponding information processing time, and the historical business information processing results in the display area in step 103, the following steps are also included:

[0100] Step 103a: Obtain the business information queue and add the business information to be processed to the business information queue according to the corresponding customer level and the corresponding business level.

[0101] In this embodiment, a business information queue is obtained, which includes unprocessed business information. The business information to be processed is sorted according to the corresponding customer level and the corresponding business level, and then added to the business information queue.

[0102] For example, the business information queue includes one unprocessed business information with a customer level of five, and another business information to be processed with a customer level of one. The business information with the higher customer level is processed first, and the business information to be processed is placed after the unprocessed business information. If the business information to be processed contains three transactions, the business identifiers of the three transactions are obtained, and the business level of each transaction is determined based on the business identifier. The three transactions are then sorted according to their business level. If a business information to be processed contains multiple transactions, it is sorted by business level.

[0103] Step 103b: In response to a viewing operation of pending business information in the business information queue, step 103 is executed.

[0104] In this embodiment, the operator can click to view the unprocessed business information in the business information queue. In response to the operation of viewing the business information to be processed in the business information queue, the business information to be processed, the corresponding information processing time and the historical business information processing results are displayed in the display area.

[0105] In this embodiment, business information is sorted according to customer level and business level, so that processing personnel can process business information in the order of the queue. Processing personnel can refer to the processing results of historical business information to effectively speed up the process. The information processing timeliness reminders the processing personnel of the time limit for business information processing, enabling timely feedback of processing results to the customer.

[0106] Example 8

[0107] Based on the information processing method provided in Embodiment 1 of the present invention, after step 104, the following steps are also included:

[0108] Step 106: Generate summary information based on the business information processing results corresponding to the business information to be processed, and send the summary information to the corresponding terminal.

[0109] In this embodiment, summary information is generated based on the business information processing results corresponding to the business information to be processed, and the summary is performed at preset intervals. For example, the summary is performed on a daily basis, and the daily summary is sent to the corresponding terminal, or the summary is performed on a monthly basis, and the monthly summary is sent to the corresponding terminal.

[0110] For example, the summary information is represented in a table, see Table 1. Table 1 is a daily report for a certain day. The total number of new additions is 3, representing the number of new pending business information items added that day; the number of new items with closed loops is 1, representing the number of new pending business information items processed to the result stage; the number of new items in processing is 0, representing the number of new business information items currently being processed; the number of new items in upstream / downstream analysis is 2, representing the number of new business information items being processed by upstream and downstream systems that day; the total processing time is 14 hours, representing the actual processing time of the personnel; the net processing time is 5 hours, obtained by subtracting the actual processing time from the processing time corresponding to the pending business information, i.e., the corresponding processing time is 19 hours. The corresponding processing time is determined by the corresponding business information level. The inventory represents the business information processing status of the previous day.

[0111] Table 1 Daily Report

[0112] total Closed loop Processing In upstream and downstream analysis Total Time Limit Time-bound net value New 3 1 0 2 14h -5h Existing stock 4 0 2 2 29h 2h

[0113] In this embodiment, the summarized information is sent to the corresponding terminal so that R&D personnel, operation and maintenance personnel, etc. can view the summarized information and understand the business information processing status.

[0114] Figure 7 This is a schematic diagram of the structure of an information processing device provided in an embodiment of the present invention, as shown below. Figure 7As shown, the information processing device 200 provided in this embodiment includes a transceiver unit 201, a parsing unit 202, a determining unit 203, and a processing unit 204.

[0115] The system comprises the following components: a transceiver unit for receiving service query requests from the terminal; a parsing unit for parsing the requests to obtain the service information to be processed; a determination unit for determining the corresponding service information level based on the service information to be processed, and determining the corresponding information processing timeliness based on the corresponding service information level; a processing unit for obtaining the historical service information processing results corresponding to the service information to be processed, and displaying the service information to be processed, the corresponding information processing timeliness, and the historical service information processing results in the display area; a processing unit for responding to input operations on the display area and obtaining the service information processing results corresponding to the service information to be processed; a processing unit for generating corresponding feedback information based on the service information processing results corresponding to the service information to be processed; and a transceiver unit for sending the corresponding feedback information to the terminal.

[0116] Optionally, the determining unit is also used to determine the corresponding customer level based on the customer identifier and the corresponding business level based on the business identifier; and to determine the corresponding business information level based on the corresponding customer level and the corresponding business level.

[0117] Optionally, the determining unit is further configured to obtain the mapping relationship between preset customer identifiers and customer levels, and match the customer identifiers with the preset customer identifiers in the mapping relationship; and determine the customer level corresponding to the preset customer identifier matched by the customer identifier as the corresponding customer level.

[0118] Optionally, the determining unit is further configured to obtain the mapping relationship between preset service identifiers and service levels, and match the service identifiers with the preset service identifiers in the mapping relationship; and determine the service level corresponding to the preset service identifier that the service identifier matches as the corresponding service level.

[0119] Optionally, the determining unit is further configured to obtain the mapping relationship between preset business information level and information processing timeliness, and match the corresponding business information level with the preset business information level in the mapping relationship; and determine the processing timeliness corresponding to the preset business information level matched by the corresponding business information level as the corresponding information processing timeliness.

[0120] Optionally, the processing unit is also used to search for historical business processing results that match the business type and business error code in a preset database; and to determine the matching historical business processing results as the historical business information processing results corresponding to the business information to be processed.

[0121] Optionally, the processing unit is also configured to acquire a business information queue and add the business information to be processed to the business information queue according to the corresponding customer level and the corresponding business level; in response to the viewing operation of the business information to be processed in the business information queue, the business information to be processed, the corresponding information processing time and the historical business information processing results are displayed in the display area.

[0122] Optionally, the transceiver unit is also used to generate summary information based on the business information processing results corresponding to the business information to be processed, and send the summary information to the corresponding terminal.

[0123] Figure 8 This is a block diagram of an electronic device used to implement the information processing method of the embodiments of the present invention, such as... Figure 8 As shown, the electronic device 300 includes: a memory 301, a processor 302, and a transceiver 303.

[0124] The processor 302, memory 301, and transceiver 303 are interconnected;

[0125] Transceiver 303 is used for sending and receiving data and requests;

[0126] Memory 301 stores computer-executed instructions;

[0127] The processor 302 executes computer execution instructions stored in the memory 301, causing the processor 302 to perform the method provided in the above-described embodiment.

[0128] In an exemplary embodiment, a computer-readable storage medium is also provided, which stores computer-executable instructions that are executed by a processor using the methods in any of the above embodiments.

[0129] In an exemplary embodiment, a computer program product is also provided, including a computer program that is executed by a processor using the methods of any of the above embodiments.

[0130] Other embodiments of this application will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of this application that follow the general principles of this application and include common knowledge or customary techniques in the art not disclosed herein. The specification and examples are to be considered exemplary only, and the true scope and spirit of this application are indicated by the following claims.

[0131] It should be understood that this application is not limited to the precise structure described above and shown in the accompanying drawings, and various modifications and changes can be made without departing from its scope. The scope of this application is limited only by the appended claims.

Claims

1. An information processing method, characterized in that, The method includes: Receive a service query request sent by the terminal, parse the request to obtain the service information to be processed; The corresponding business information level is determined based on the business information to be processed, and the business information level is determined by the customer level and the business level. Obtain the mapping relationship between preset business information levels and information processing timeliness, and match the business information levels with the preset business information levels in the mapping relationship; The information processing time corresponding to the preset business information level matched with the business information level is determined as the information processing time corresponding to the business information level, and the information processing time is inversely proportional to the business information level. Obtain a business information queue, which includes unprocessed business information; Based on the customer level of the pending business information and the customer level of the unprocessed business information, the pending business information and the unprocessed business information are sorted, and the business information in the pending business information is sorted according to the business level in the pending business information. The pending business information is then added to the business information queue. If the customer level of the pending business information is lower than the customer level of the unprocessed business information, the pending business information is sorted after the unprocessed business information. In response to a viewing operation of pending business information in the business information queue, the system obtains the historical business information processing results corresponding to the pending business information and displays the pending business information, the corresponding information processing time, and the historical business information processing results in the display area. In response to an input operation on the display area, the business information processing result corresponding to the business information to be processed is obtained; Based on the business information processing result corresponding to the business information to be processed, generate corresponding feedback information and send the corresponding feedback information to the terminal.

2. The method according to claim 1, characterized in that, The business information to be processed includes: customer identifier and business identifier; Determining the corresponding business information level based on the business information to be processed includes: The corresponding customer level is determined based on the customer identifier, and the corresponding business level is determined based on the business identifier; The business information level is determined based on the corresponding customer level and the corresponding business level.

3. The method according to claim 2, characterized in that, The step of determining the corresponding customer level based on the customer identifier includes: Obtain the mapping relationship between preset customer identifiers and customer levels, and match the customer identifiers with the preset customer identifiers in the mapping relationship; The customer level corresponding to the preset customer identifier matched by the customer identifier is determined as the corresponding customer level.

4. The method according to claim 2, characterized in that, The step of determining the corresponding service level based on the service identifier includes: Obtain the mapping relationship between preset service identifiers and service levels, and match the service identifiers with the preset service identifiers in the mapping relationship; The business level corresponding to the preset business identifier that matches the business identifier is determined as the corresponding business level.

5. The method according to any one of claims 1 to 4, characterized in that, The business information to be processed includes: business type and business error code; Before obtaining the historical business information processing results corresponding to the business information to be processed, the process also includes: Search the preset database for historical business processing results that match the business type and the business error code; The matched historical business processing results are determined as the historical business information processing results corresponding to the business information to be processed.

6. The method according to claim 1, characterized in that, After responding to an input operation on the display area and obtaining the business processing result corresponding to the business information to be processed, the method further includes: Based on the processing results of the business information to be processed, a summary information is generated and sent to the corresponding terminal.

7. An information processing device, characterized in that, The device includes: The transceiver unit is used to receive service query requests sent by the terminal. The parsing unit is used to parse the request to obtain the business information to be processed; The determining unit is used to determine the corresponding business information level based on the business information to be processed, wherein the business information level is determined by the customer level and the business level. Obtain the mapping relationship between preset business information levels and information processing timeliness, and match the business information levels with the preset business information levels in the mapping relationship; The information processing time corresponding to the preset business information level matched with the business information level is determined as the information processing time corresponding to the business information level, and the information processing time is inversely proportional to the business information level. A processing unit is used to acquire a business information queue, wherein the business information queue includes unprocessed business information; Based on the customer level of the pending business information and the customer level of the unprocessed business information, the pending business information and the unprocessed business information are sorted, and the business information in the pending business information is sorted according to the business level in the pending business information. The pending business information is then added to the business information queue. If the customer level of the pending business information is lower than the customer level of the unprocessed business information, the pending business information is sorted after the unprocessed business information. In response to a viewing operation of pending business information in the business information queue, the system obtains the historical business information processing results corresponding to the pending business information and displays the pending business information, the corresponding information processing time, and the historical business information processing results in the display area. The processing unit is also configured to, in response to an input operation on the display area, obtain the business information processing result corresponding to the business information to be processed; The processing unit is also configured to generate corresponding feedback information based on the business information processing result corresponding to the business information to be processed; The transceiver unit is also used to send the corresponding feedback information to the terminal.

8. An electronic device, comprising: Processor, memory, and transceiver; Interconnection of processor, memory, and transceiver circuits; A transceiver is used to send and receive information. The memory stores computer-executed instructions; The processor executes computer execution instructions stored in the memory, causing the processor to perform the method as described in any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores computer-executable instructions, which, when executed by a processor, are used to implement the method as described in any one of claims 1 to 6.

10. A computer program product comprising a computer program that, when executed by a processor, implements the method of any one of claims 1 to 6.

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