Customer service session request processing method and related equipment

Abstract

The present disclosure provides a method for processing customer service session requests, comprising: receiving a customer service session request from a user via a first communication channel; wherein the customer service session request carries a user identifier; determining, based on the user identifier, whether there is an ongoing customer service session corresponding to the user; in response to determining that there is no ongoing customer service session, creating a customer service session corresponding to the user and adding the customer service session request to the created customer service session; and in response to determining that there is an ongoing customer service session, adding the customer service session request to the ongoing customer service session. Based on the above method, the present disclosure also provides a customer service session request processing device, electronic device, storage medium, and program product.

Description

Technical Field

[0001] The present disclosure relates to the field of Internet technology, and in particular to a customer service session request processing method, a customer service session request processing device, an electronic device, a storage medium, and a program product. Background Art

[0002] In recent years, customer service has not only been widely used in telecommunications operations, but with the prevalence of various e-commerce companies and their new sales business models, online customer service has also become an indispensable part of customer service. Customer service quality and cost have become the standards for measuring the success of customer service system construction.

[0003] Currently, users can access customer service platforms through a wide range of communication channels, including telephone, web, instant messaging, email, and short message. However, agents still need to handle customer service requests from different communication channels through separate workstations. For example, the telephone workstation and the workstations for different instant messaging channels are independent pages or applications. Multi-role agents must frequently switch between pages or applications to handle customer service conversations from different communication channels. Furthermore, user information connected through different communication channels is unconnected, and agents are unable to consolidate and review user conversations across different channels. This fragmented conversation content results in low customer service efficiency and accuracy, high costs, and negatively impacts user satisfaction. Summary of the Invention

[0004] In view of this, an embodiment of the present disclosure provides a customer service session request processing method, which can merge customer service session requests from the same user through different communication channels into the same session, so that the agent can view the complete integrated session content, improve the efficiency and accuracy of customer service, reduce the cost of customer service, and thus improve user satisfaction with customer service.

[0005] According to some embodiments of the present disclosure, the above-mentioned customer service session request processing method may include: receiving a customer service session request from a user through a first communication channel; wherein the customer service session request carries a user identifier; determining whether there is an ongoing customer service session corresponding to the user based on the user identifier; in response to determining that there is no ongoing customer service session, creating a customer service session corresponding to the user, and adding the customer service session request to the created customer service session; and in response to determining that there is an ongoing customer service session, adding the customer service session request to the ongoing customer service session.

[0006] In an embodiment of the present disclosure, the user identifier is the user identifier of the user under the first communication channel; determining whether there is an ongoing customer service session corresponding to the user based on the user identifier includes: searching for a user instance corresponding to the user from pre-stored user instances based on the user identifier of the user under the first communication channel; determining the customer service identifier of the user based on information recorded in the user instance corresponding to the user; and based on the customer service identifier of the user, searching for a customer service session corresponding to the customer service identifier in all ongoing customer service sessions.

[0007] In an embodiment of the present disclosure, creating a customer service session corresponding to the user and adding the customer service session request to the created customer service session includes: establishing a customer service session using the user's customer service identifier as an identifier; and generating attribute information of the customer service session based on information in the customer service session request; wherein the attribute information of the customer service session includes: an identifier of the first communication channel and a source identifier of the customer service session request.

[0008] In an embodiment of the present disclosure, creating a customer service session corresponding to the user and adding the customer service session request to the created customer service session further includes: allocating an agent to the customer service session according to a pre-set agent allocation policy; and adding relevant information of the agent to the attribute information of the customer service session; wherein the relevant information of the agent includes: an identifier of a second communication channel used by the agent and an identity identifier of the agent under the second communication channel.

[0009] In an embodiment of the present disclosure, the first communication channel includes: a web channel, an instant messaging channel provided by various open platforms, an email channel, or a short message channel; the second communication channel includes: a client channel corresponding to the customer service session request processing platform, a web channel, an instant messaging channel provided by various open platforms, an email channel, or a short message channel.

[0010] In an embodiment of the present disclosure, the method further includes: receiving a first message sent by the user through the first communication channel; determining a second communication channel used by the agent corresponding to the customer service session based on the attribute information of the customer service session; adapting the first message to obtain a second message based on the message format supported by the second communication channel; wherein the second message conforms to the message format supported by the second communication channel; and sending the second message to the agent through the second communication channel based on the attribute information of the customer service session.

[0011] In an embodiment of the present disclosure, the method further includes: receiving a third message sent by the agent through the second communication channel; determining the first communication channel used by the user corresponding to the customer service session based on the attribute information of the customer service session; adapting the third message based on the message format supported by the first communication channel to obtain a fourth message; wherein the fourth message conforms to the message format supported by the first communication channel; and sending the fourth message to the user through the first communication channel based on the attribute information of the customer service session.

[0012] In an embodiment of the present disclosure, the first communication channel includes: a telephone channel; the second communication channel includes: a client channel corresponding to the customer service session request processing platform, a web page channel, an instant messaging channel provided by various open platforms, an email channel or a short message channel.

[0013] In an embodiment of the present disclosure, the method further includes: after the call ends, receiving call information pushed by the telephone customer service platform; wherein the call information includes: a call identifier, identifiers of the two parties to the call, and one or any combination of the call duration; generating a call card based on the received call information; and displaying the call card in the interface of the customer service session of the agent.

[0014] In an embodiment of the present disclosure, the method further includes: obtaining a call recording corresponding to the call identifier from the telephone customer service platform according to the call identifier in the call information; and adding the call recording to the call card.

[0015] Based on the above method, an embodiment of the present disclosure provides a customer service session request processing device, including:

[0016] A customer service session request receiving module, configured to receive a customer service session request from a user via a first communication channel; wherein the customer service session request carries a user identifier;

[0017] A customer service session retrieval module, configured to determine, based on the user identifier, whether there is an ongoing customer service session corresponding to the user;

[0018] The customer service session adding module is used to create a customer service session corresponding to the user in response to determining that there is no ongoing customer service session, and add the customer service session request to the created customer service session; and in response to determining that there is an ongoing customer service session, add the customer service session request to the ongoing customer service session.

[0019] In addition, an embodiment of the present disclosure further provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the above-mentioned customer service session request processing method when executing the program.

[0020] An embodiment of the present disclosure further provides a non-transitory computer-readable storage medium storing computer instructions for causing a computer to execute the above-mentioned customer service session request processing method.

[0021] An embodiment of the present disclosure further provides a computer program product, comprising computer program instructions, which, when executed on a computer, enable the computer to execute the above-mentioned customer service session request processing method.

[0022] The above-mentioned customer service session request processing method and related equipment can integrate customer service session requests from multiple communication channels by maintaining user instances for recording the association between user identifiers and user identity information of natural persons in different communication channels, so as to integrate customer service session requests from the same user from different communication channels into the same session, so that the agents can view the complete integrated session content, thereby improving the effectiveness and accuracy of customer service, reducing the cost of customer service, and improving the user's service experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] In order to more clearly illustrate the technical solutions in the present disclosure or related technologies, the following briefly introduces the drawings required for use in the embodiments or related technical descriptions. Obviously, the drawings described below are only embodiments of the present disclosure. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0024] Figure 1 An example of an application scenario of the method for processing a customer service session request according to an embodiment of the present disclosure is shown;

[0025] Figure 2 The implementation process of the customer service session request processing method described in the embodiment of the present disclosure is shown;

[0026] Figure 3 The embodiment of the present invention shows the implementation process of the method for uplink transmission of messages;

[0027] Figure 4 The embodiment of the present invention shows the implementation process of the method for downlink transmission of messages;

[0028] Figure 5 An example of a customer service conversation interface displayed on the agent side in an embodiment of the present disclosure is shown;

[0029] Figure 6 The internal structure of the customer service session request processing device according to some embodiments of the present disclosure is shown;

[0030] Figure 7 A more specific schematic diagram of the hardware structure of an electronic device described in some embodiments of the present disclosure is shown. DETAILED DESCRIPTION

[0031] In order to make the objectives, technical solutions and advantages of the present disclosure more clearly understood, the present disclosure is further described in detail below in conjunction with specific embodiments and with reference to the accompanying drawings.

[0032] It should be noted that, unless otherwise defined, the technical terms or scientific terms used in the embodiments of the present disclosure should have the usual meanings understood by people with ordinary skills in the field to which the present disclosure belongs. The "first", "second" and similar words used in the embodiments of the present disclosure do not indicate any order, quantity or importance, but are only used to distinguish different components. "Include" or "comprise" and similar words mean that the elements or objects appearing before the word include the elements or objects listed after the word and their equivalents, without excluding other elements or objects. "Connect" or "connected" and similar words are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect. "Up", "down", "left", "right" and the like are only used to indicate relative position relationships. When the absolute position of the described object changes, the relative position relationship may also change accordingly.

[0033] It is understandable that before using the technical solutions of each embodiment of the present disclosure, the type, scope of use, usage scenarios, etc. of the personal information involved will be informed to the user in an appropriate manner, and the user's authorization will be obtained.

[0034] For example, in response to a user's active request, a prompt message is sent to the user to clearly inform the user that the requested operation will require the acquisition and use of the user's personal information. This allows the user to independently choose whether to provide personal information to the electronic device, application, server, storage medium, or other software or hardware that performs the operation of the disclosed technical solution based on the prompt message.

[0035] As an optional but non-limiting implementation, in response to a user's active request, the prompt information may be sent to the user in the form of a pop-up window, in which the prompt information may be presented in text form. Furthermore, the pop-up window may also contain a selection control for the user to select "agree" or "disagree" to provide personal information to the electronic device.

[0036] It is understandable that the above notification and user authorization process are merely illustrative and do not constitute a limitation on the implementation of the present disclosure. Other methods that comply with relevant laws and regulations may also be applied to the implementation of the present disclosure.

[0037] As mentioned above, currently, customer service requests from different communication channels still need to be processed by agents through different workstations. Moreover, there is no correlation between the user information coming in through different communication channels. Agents are also unable to integrate and review the conversation content of users consulting on different communication channels. The conversation content is fragmented, resulting in low efficiency and accuracy of customer service and high costs, which in turn affects user satisfaction with customer service.

[0038] To this end, some embodiments of the present disclosure provide a customer service session request processing method, which can integrate customer service session requests from multiple communication channels based on user information, so as to integrate customer service session requests from the same user from different communication channels into the same session, so that the agent can view the integrated complete session content, thereby improving the effectiveness and accuracy of customer service, reducing the cost of customer service, and improving user satisfaction with customer service.

[0039] In an embodiment of the present disclosure, the above-mentioned customer service session request processing method may be implemented by one or more servers with computing capabilities in a customer service session request processing platform.

[0040] Figure 1 The following shows an example of an application scenario of the method for processing customer service session requests according to an embodiment of the present disclosure. Figure 1 As shown, in the above customer service application scenario, user 100 can send customer service session requests to customer service session request processing platform 120 through various communication channels, such as web channel 110, instant messaging channel 112 provided by various open platforms, telephone channel 114, email channel 116, and short message channel 118. Customer service session request processing platform 120 will create a single session for customer service session requests from the same user through different communication channels, and can assign the incoming customer service session requests to the agent 130 corresponding to the established session for processing.

[0041] To implement the above method, in some embodiments of the present disclosure, the customer service session request processing platform 120 needs to pre-build a user center module 122. This user center module 122 is primarily used to store user instances. A user instance records the association between the user identifier and the user's natural person identity information across different communication channels for the same user. Clearly, the user instance is primarily used to associate the user's identity information across different communication channels. Based on the user instances recorded by the user center module 122, the customer service session request processing platform 120 can merge customer service session requests from the same user across different communication channels into a single session.

[0042] Specifically, in an embodiment of the present disclosure, the user center module 122 may create a user instance by the following method to associate the user's identity information in different communication channels.

[0043] First, the customer service session request processing platform 120 pre-collects user-side data from various communication channels. In the disclosed embodiments, this user-side data may include user identifiers and corresponding natural person identity information for different communication channels. This natural person identity information may include a natural person's identity identifier or mobile phone number, for example.

[0044] Secondly, the customer service session request processing platform 120 may aggregate and merge the user-side data collected from various communication channels according to the natural person identity information, and obtain the user's identity information in different communication channels aggregated with the natural person identity information as an identifier.

[0045] Again, the customer service session request processing platform 120 may generate a customer service identifier for each natural person, so as to identify each natural person in the customer service session request processing platform 120 .

[0046] It should be noted that the customer service identifier may be an identifier generated individually for each natural person by the customer service session request processing platform 120 , or the natural person's identity information may be directly used as the customer service identifier.

[0047] Finally, the customer service session request processing platform 120 can create a user instance for each natural person using the customer service ID as an index. Each user instance will include a customer service ID, the natural person identity information corresponding to the customer service ID, and the identity information of the corresponding user under different communication channels.

[0048] Table 1 below shows an example of a user instance provided by an embodiment of the present disclosure.

[0049]

[0050] Table 1

[0051] In the user example shown in Table 1 above, the natural person identity information corresponding to customer service ID 1 and the corresponding user's identity information for different communication channels are recorded. For example, the corresponding natural person's identity information is ID / mobile number 1; the user ID for their phone and short message channels is mobile number 1; the user ID for their web channel is ID1; the user ID for their instant messaging channel 1 provided by open platform 1 is ID2; the user ID for their instant messaging channel 2 provided by open platform 2 is ID3; the user ID for their email channel is email address 1, and so on.

[0052] As can be seen, after creating the user instance, the customer service session request processing platform 120 can identify which customer service session requests from multiple incoming customer service session requests across different communication channels belong to the same user based on the user IDs of the users on different communication channels, and merge the incoming customer service session requests from the same user across different communication channels into a single session. For example, suppose a user sends a first customer service session request for the first time via instant messaging channel 1 of open platform 1, carrying user ID 2. In this case, after receiving the first customer service session request, the customer service session request processing platform 120 searches the user instance based on the user ID 2 carried in the request to obtain the user's customer service ID 1. It then determines whether there is an ongoing customer service session corresponding to the user's customer service ID 1. Since this is the user's first call, it can be determined that there is no ongoing customer service session corresponding to the user's customer service ID 1. In this case, the customer service session request processing platform 120 creates a customer service session corresponding to the user's customer service ID 1, denoted as customer service session 1. Customer service session 1 is then assigned to an appropriate agent, such as agent 1, for processing. Assuming that during this conversation, the user calls in again via the telephone channel, that is, sends a second customer service session request via the telephone channel, which carries the user's phone number. After receiving the second customer service session request, the customer service session request processing platform 120 will search for the user instance based on the phone number carried therein. This search will obtain the user's customer service ID 1, and then proceed to confirm whether there is an ongoing customer service session corresponding to the user's customer service ID. In this case, the customer service session request processing platform 120 can determine that there is an ongoing customer service session 1 corresponding to the user's customer service ID 1. The customer service session request processing platform 120 will add the second customer service session request to the ongoing customer service session 1 corresponding to the user's customer service ID, and may continue to assign the customer service session request from the telephone channel to the agent 1 corresponding to the customer service session for parallel processing.

[0053] In addition to the aforementioned method of creating user instances by collecting user data from the user side, the customer service session request processing platform 120 can further collect agent-side user data. This agent-side user data includes the user's user ID and corresponding natural person identity information obtained by the agent during the customer service process. For example, during the customer service process, the agent may obtain the user's corresponding natural person identity information and the user ID for the communication channel. The agent can then associate the user's natural person identity information with the user ID for the communication channel to generate agent-side user data and report it to the customer service session request processing platform 120. Next, the customer service session request processing platform 120 can further create a user instance based on the collected agent-side user data or update the user instance stored in the user center module 122. This creation or update of user instances based on agent-side user data can further improve the user instances stored in the user center module 122.

[0054] From this, it can be seen that the above-mentioned customer service session request processing platform 120 can integrate customer service session requests from multiple communication channels through the user instances stored in the user center module 122, so as to integrate customer service session requests from the same user from different communication channels into the same session, so that the agent responsible for handling the customer service session can view the complete integrated session content, thereby improving the effectiveness and accuracy of customer service, reducing the cost of customer service, and also improving the user's service experience.

[0055] Based on the above configuration, an embodiment of the present disclosure proposes a method for processing a customer service session request. Figure 2 The implementation process of the customer service session request processing method described in the embodiment of the present disclosure is shown. The customer service session request processing method can be executed by the customer service session request processing platform 120. Figure 2 As shown, the method mainly includes the following steps:

[0056] In step 202, a customer service session request is received from a user via a first communication channel; wherein the customer service session request carries a user identifier.

[0057] In the embodiments of the present disclosure, the first communication channel can be one of multiple communication channels, such as a webpage, an instant messaging channel provided by various open platforms, a telephone channel, an email channel, and a short message channel. It should be noted that although multiple communication channels are listed above, the embodiments of the present disclosure are not limited to the aforementioned communication channels, but are applicable to any existing or future new communication channels.

[0058] In addition, the above step 202 does not limit the incoming channel of the above customer service session request. That is, the above step can be performed for a customer service session request incoming from any communication channel. Therefore, in the above step 202, the incoming channel of the customer service session request is referred to as the first communication channel for convenience of description.

[0059] Furthermore, in an embodiment of the present disclosure, the user identifier carried in the above-mentioned customer service session request is usually the user identifier of the user under the first communication channel.

[0060] In step 204, it is determined whether there is an ongoing customer service session corresponding to the user according to the user identifier carried in the customer service session request.

[0061] Specifically, in the embodiments of the present disclosure, as previously described, the user center module 122 maintained by the customer service session request processing platform 120 is primarily used to store created user instances. A user instance records the association between a user's user identifier and the user's natural person identity information across different communication channels, as shown in Table 1.

[0062] Thus, in step 204 , after receiving the customer service session request, the customer service session request processing platform 120 may determine whether there is an ongoing customer service session corresponding to the user through the following steps.

[0063] First, the customer service session request processing platform 120 may search for a user instance corresponding to the user from the user instances stored in the user center module 122 according to the user identifier carried in the customer service session request.

[0064] Secondly, after finding the user instance corresponding to the user, the customer service identifier of the user can be determined based on the information recorded in the user instance.

[0065] Finally, based on the customer service identifier of the user, a customer service session corresponding to the customer service identifier is searched for in all ongoing customer service sessions.

[0066] Continuing with the example shown in Table 1, the customer service session request processing platform 120 can search the user instance shown in Table 1 in the user center module 122 based on the first user ID 2 under instant messaging channel 1 carried in the customer service session request. Furthermore, based on the user instance shown in Table 1, the customer service session request processing platform 120 can obtain the customer service ID 1 of the user. Finally, because all ongoing customer service sessions on the customer service session request processing platform 120 are marked with customer service IDs, the customer service session request processing platform 120 can search for the customer service session corresponding to the customer service ID 1 among the ongoing customer service sessions based on the determined customer service ID 1 of the user.

[0067] In step 206 , in response to determining that there is no ongoing customer service session, a customer service session corresponding to the user is created, and the customer service session request is added to the created customer service session.

[0068] In an embodiment of the present disclosure, creating a customer service session corresponding to the user may include:

[0069] First, a customer service session is established with the customer service identifier corresponding to the above user as a tag.

[0070] In an embodiment of the present disclosure, the established customer service session is marked with the customer service tag corresponding to the user. In this way, in subsequent operations, the above-mentioned customer service session request processing platform 120 can search for the customer service session corresponding to the above-mentioned customer service identifier in the ongoing customer service session based on the user's customer service identifier.

[0071] Secondly, attribute information of the customer service session is generated based on the information of the customer service session request.

[0072] The attribute information of the customer service session may include: an identifier of the first communication channel and a source identifier of the customer service session request. The first communication channel refers to the channel through which the customer service session request is received, and may include, for example, one of multiple communication channels, such as a web channel, an instant messaging channel provided by various open platforms, a telephone channel, an email channel, and a short message channel. Each communication channel can be distinguished from another by a pre-set unique identifier. The source identifier of the customer service session request refers to the specific source of the customer service session request. For example, for a web channel, the source identifier of the customer service session request may be the user identifier of the user in the web channel; for instant messaging channels provided by various open platforms, the source identifier of the customer service session request may be the user's session identifier in a specific instant messaging channel (including the user identifier in private chats and the group identifier in group chats, etc.); for telephone channels and short message channels, the source identifier of the customer service session request may be the user's phone number; and for email channels, the source identifier of the customer service session request may be the user's email address, etc.

[0073] By setting the attribute information of the above-mentioned customer service session, the above-mentioned customer service session request processing platform 120 can determine the source of the customer service session request, so that after the agent replies to the message, the agent's reply message can be forwarded to the communication channel and corresponding session where the source of the customer service session request is located.

[0074] It should be noted that after creating the above-mentioned customer service session, the above-mentioned customer service session request processing platform 120 can further allocate corresponding seats for the above-mentioned customer service session according to a pre-set seat allocation strategy for processing, and add relevant information of the seat to the attribute information of the above-mentioned customer service session.

[0075] In step 208 , in response to determining that there is an ongoing customer service session, the customer service session request is added to the ongoing customer service session.

[0076] In an embodiment of the present disclosure, if it is determined that there is an ongoing customer service session, the customer service session request processing platform 120 can directly add the customer service session request to the ongoing customer service session. It should be noted that in the above operation, the customer service session request processing platform 120 does not need to change the attribute information of the ongoing customer service session.

[0077] Furthermore, for customer service session requests received via web channels, instant messaging channels provided by various open platforms, short message channels, or email channels, since these customer service session requests join an ongoing customer service session, the customer service session request will continue to be processed by the agent assigned to that customer service session. For customer service session requests received via telephone channels, since these requests and requests received via other communication channels are typically processed independently and in parallel, in embodiments of the present disclosure, these requests can be preferentially assigned to the agent assigned to that customer service session for continued processing. If the agent assigned to the customer service session is unable to process the customer service session request received via the telephone channel, a corresponding agent can be assigned to the customer service session according to a pre-defined agent allocation policy, and the call-related information will be added to the ongoing customer service session after the call ends.

[0078] As can be seen, in the above-described customer service session request processing method, by storing user instances that record the association between the user identifier and the user's personal identity information across different communication channels, customer service session requests from the same user across different communication channels can be merged into a single customer service session and even assigned to the same agent for processing. This allows the agent to view the entirety of the merged conversations from the same user across different communication channels within a single customer service session, eliminating the need to switch between multiple communication channels. This improves the efficiency, effectiveness, and accuracy of customer service, reduces customer service costs, and enhances the user experience.

[0079] Specifically, for users, since customer service requests coming in through different communication channels can all be merged into the same customer service session and even handled by the same agent, users do not need to repeatedly repeat their questions or needs for the same service item, greatly improving the user experience. For agents, they can use a single communication channel to perform customer service work, avoiding switching between multiple communication channels, which can greatly improve work efficiency. In addition, customer service requests coming in through different channels from the same user can all be merged into the same customer service session, ensuring complete and continuous customer service content. Through this integrated content, agents can understand users' problems and needs in a timely and detailed manner, thereby improving the effectiveness and accuracy of customer service and effectively reducing customer service costs.

[0080] Furthermore, in addition to providing multi-channel converged customer service session request processing for users, embodiments of the present disclosure also provide multi-channel converged customer service session request processing for agents. That is, in embodiments of the present disclosure, agents can choose to use any of multiple communication channels to provide customer service to users, without having to use a specific work platform. Typically, agents can pre-select the communication channel they will use for their work. In embodiments of the present disclosure, the communication channel pre-selected by the agent for their work is referred to as the second communication channel for ease of description. It should be noted that agents can also modify their selected communication channel for their work. Specifically, this second communication channel can typically be one of a variety of communication channels, such as the client channel corresponding to the customer service session request processing platform, instant messaging channels provided by various other open platforms, email channels, web channels, short message channels, and so on. Due to the unique nature of telephone customer service, in addition to the aforementioned second communication channel, agents also need to be provided with an additional telephone channel so that they can simultaneously fulfill the role of telephone customer service.

[0081] As previously mentioned, after assigning an agent to a customer service session, the customer service session request processing platform 120 adds the agent's relevant information to the customer service session's attribute information. Specifically, in an embodiment of the present disclosure, the customer service session request processing platform 120 needs to add the identifier of the second communication channel selected by the agent and the agent's user identifier for the second communication channel to the customer service session's attribute information.

[0082] Based on the above configuration, the customer service session request processing platform 120 can realize message communication between users and agents, thereby achieving efficient customer service.

[0083] Specifically, in an embodiment of the present disclosure, if the first communication channel is a web channel, an instant messaging channel provided by various open platforms, an email channel, or a short message channel, then after adding the user's customer service session request to the corresponding customer service session, the customer service session request method will further execute the following steps: Figure 3 In the embodiment of the present disclosure, for the convenience of description, the message transmission method from the user to the agent is referred to as the message uplink transmission method. Figure 3 As shown, the uplink transmission method of the above message may specifically include:

[0084] In step 302, a first message sent by a user through a first communication channel is received.

[0085] In an embodiment of the present disclosure, the first message may be a customer service consultation message sent by a user through the first communication channel. For example, the first message may be a message sent by a user through a web channel, the content of an email sent through an email channel, a short message sent through a short message channel, or an instant messaging message sent through an instant messaging channel provided by an open platform.

[0086] In step 304, a second communication channel used by the agent corresponding to the customer service session is determined based on the attribute information of the customer service session.

[0087] As previously mentioned, the second communication channel is the communication channel pre-selected by the agent for their work. Furthermore, after determining the agent for the customer service session, the customer service session request processing platform 120 adds the identifier of the agent's second communication channel and the agent's user ID to the attribute information of the customer service session. Thus, in step 304, the customer service session request processing platform 120 can extract the identifier of the agent's second communication channel from the attribute information of the customer service session and thereby determine the agent's second communication channel.

[0088] In step 306, based on the message format supported by the second communication channel, the first message is adapted to obtain a second message; wherein the second message complies with the message format supported by the second communication channel.

[0089] In the embodiments of the present disclosure, since the first communication channel used by the user and the second communication channel used by the agent may be different communication channels, the customer service session request processing platform 120, upon receiving the first message, needs to adapt the first message and convert it into a second message that conforms to the message format supported by the second communication channel. For example, assuming that the user sends the first message via instant messaging channel 1 provided by open platform 1, and the agent provides customer service via instant messaging channel 2 provided by open platform 2, then in step 306, the first message needs to be adapted to the message format supported by instant messaging channel 2 provided by open platform 2.

[0090] In step 308, the second message is sent to the agent via the second communication channel according to the attribute information of the customer service session.

[0091] As previously described, after an agent is identified for the customer service session, the customer service session request processing platform 120 adds the identifier of the second communication channel used by the agent and the agent's user ID to the attribute information of the customer service session. Therefore, in step 308, the second message can be sent to the agent via the second communication channel based on the identifier of the second communication channel and the agent's user ID recorded in the attribute information of the customer service session.

[0092] The second message will be displayed on the agent's conversation interface under the second communication channel. For example, if the second communication channel is a client channel of the customer service conversation request processing platform, the second message will be displayed on the client's conversation interface; if the second communication channel is a web channel, the second message will be displayed on the web conversation interface; if the second communication channel is an instant messaging channel of an open platform, the second message will be displayed on the instant messaging conversation interface; if the second communication channel is a short message channel, the second message will be displayed via a short message; if the second communication channel is an email channel, the second message will be displayed via email.

[0093] It can be seen that through the above Figure 3 In the method shown, no matter what communication channel the user uses or what communication channel the agent uses, the customer service session request processing platform 120 can complete the transmission of messages from the user to the agent through the customer service session created for the user.

[0094] Furthermore, based on the above-mentioned method for processing customer service session requests, the above-mentioned customer service session request processing platform 120 may further perform the following steps: Figure 4 In the embodiment of the present disclosure, for the convenience of description, the message transmission method from the seat to the user is referred to as the message downlink transmission method. Figure 4As shown, the downlink transmission method of the message may specifically include:

[0095] In step 402, a third message sent by an agent through the second communication channel is received.

[0096] In an embodiment of the present disclosure, the third message may be an agent's reply to the user's inquiry message via the second communication channel. For example, the third message may be an agent's reply via a client channel corresponding to the customer service session request processing platform, or via one of the instant messaging channels provided by various other open platforms.

[0097] In step 404, a first communication channel used by a user corresponding to the customer service session is determined based on the attribute information of the customer service session.

[0098] As previously mentioned, the first communication channel is the communication channel used by the user. Furthermore, when establishing a customer service session, the customer service session request processing platform 120 adds the first communication channel and the source identifier of the customer service session request to the attribute information of the customer service session. Thus, in step 404, the customer service session request processing platform 120 can extract the first communication channel used by the user from the attribute information of the customer service session.

[0099] In step 406, based on the message format supported by the first communication channel, the third message is adapted to obtain a fourth message; wherein the fourth message complies with the message format supported by the first communication channel.

[0100] In an embodiment of the present disclosure, since the first communication channel used by the user and the second communication channel used by the agent may be different communication channels, the customer service session request processing platform 120 needs to adapt the third message after receiving the third message and convert it into a fourth message that conforms to the message format of the first communication channel.

[0101] Specifically, if the first communication channel is an instant messaging channel provided by an open platform, the fourth message should be in a message format supported by the instant messaging channel provided by the open platform. If the first communication channel is a webpage channel, the fourth message should be in a message format supported by the webpage channel. If the first communication channel is a short message channel, the fourth message should be in a short message format. If the first communication channel is an email channel, the fourth message should be in an email format.

[0102] In step 408, the fourth message is sent to the user through the first communication channel according to the attribute information of the customer service session.

[0103] The fourth message will be displayed on the user's conversation interface under the first communication channel. For example, if the first communication channel is a webpage channel, the fourth message will be displayed on the webpage conversation interface; if the first communication channel is an instant messaging channel on an open platform, the fourth message will be displayed on the instant messaging conversation interface; if the first communication channel is a short message channel, the fourth message will be displayed via a short message; if the first communication channel is an email channel, the fourth message will be displayed via email.

[0104] As previously described, when establishing a customer service session, the customer service session request processing platform 120 adds the identifier of the first communication channel and the source identifier of the customer service session request to the attribute information of the customer service session. Therefore, in step 408, the fourth message can be returned to the user via the first communication channel based on the identifier of the first communication channel and the source identifier of the customer service session request recorded in the attribute information of the customer service session.

[0105] Specifically, if the first communication channel is an instant messaging channel, as described above, the source identifier of the customer service session request refers to the user's session identifier in the instant messaging channel, which may include a private chat session identifier in the case of a private chat and a group identifier in the case of a group chat. Thus, in step 408, in the case of a private chat, the fourth message can be returned to the corresponding private chat session based on the private chat session identifier; in the case of a group chat, the fourth message can be returned to the corresponding group chat session based on the group identifier. If the first communication channel is a webpage channel, as described above, the source identifier of the customer service session request refers to the user's user identifier in the webpage channel. Thus, in step 408, the fourth message can be returned to the corresponding webpage session based on the user identifier. If the first communication channel is a short message channel, as described above, the source identifier of the customer service session request refers to the user's phone number. Thus, in step 408, the fourth message can be sent to the user's phone number as a short message. If the first communication channel is an email channel, as described above, the source identifier of the customer service session request refers to the user's email address. Thus, in the above step 408, the above fourth message may be sent to the above user's email address in the form of an email.

[0106] It can be seen that through the above Figure 4 In the method shown, no matter what communication channel the user uses or what communication channel the agent uses, the customer service session request processing platform 120 can complete the transmission of messages from the agent to the user through the customer service session created for the user.

[0107] Specifically, through the above-described uplink and downlink message transmission methods, regardless of which communication channel a user chooses to request a customer service session, or which communication channel an agent selects as their working channel, by recording the identifier of the first communication channel, the source identifier of the customer service session request, the identifier of the second communication channel, and the agent's user identifier in the attribute information of the established customer service session, it is possible to achieve uplink transmission of messages from the user to the agent and downlink transmission of reply messages from the agent to the user. Furthermore, when a user sends messages to an agent via different communication channels, customer service session requests from the same user via different communication channels can be merged into the same session. Therefore, on the agent side, all messages are uniformly displayed on the same customer service session interface under the communication channel selected by the agent.

[0108] In the embodiment of the present disclosure, if the first communication channel is a telephone channel, in addition to executing the above Figure 2 The illustrated customer service session request processing method not only incorporates customer service session requests from the telephone channel into the customer service session, but also requires establishing a telephone connection between the user and the agent through the existing telephone customer service platform to complete the telephone customer service. As previously mentioned, when the telephone customer service platform selects an agent for the user, it can prioritize the agent corresponding to the ongoing customer service session for parallel processing. Furthermore, in the disclosed embodiments, in order to integrate customer service session requests incoming via the telephone channel into the user's customer service session, the customer service session request processing platform 120 further performs the following operations:

[0109] First, after a call ends, the customer service session request processing platform 120 receives call information pushed by the telephone customer service platform. This call information includes information such as a call ID, the IDs of the two callers, and the duration of the call. The call ID is an identifier assigned by the telephone customer service platform to each call.

[0110] Next, after receiving the call information, the customer service session request processing platform 120 generates a call card based on the received call information, wherein the call card includes the call information.

[0111] Finally, the generated call card is sent to the agent via the second communication channel used by the agent in the customer service session and is displayed in the interface of the agent's customer service session.

[0112] Through the above operation, the agent can see the above call card on the interface of his current customer service session and intuitively obtain information related to the current call, regardless of the second communication channel currently used by the agent.

[0113] Furthermore, the customer service session request processing platform 120 can also retrieve the call recording corresponding to the call identifier from the telephone customer service platform based on the call identifier in the call information, and add the call recording to the call card. In this way, the agent can further play the call recording of this call using the play button set on the call card.

[0114] With the above call card settings, agents no longer need to jump to the call details page to view call records, but can directly obtain content related to the current call in their current customer service session interface, which is very convenient for agents to use and greatly improves their work efficiency.

[0115] Figure 5 An example of a customer service conversation interface displayed on the agent side in the embodiment of the present disclosure is shown. The above customer service conversation interface shows the client interface corresponding to the customer service conversation request processing platform. It should be noted that although Figure 5 The client interface of the customer service session request processing platform is displayed. The working interface of the agent using other communication channels can also be the same. Figure 5 Similar examples are not given here one by one.

[0116] like Figure 5 As shown, the customer service conversation interface 500 displayed on the agent's side can display one or more consultation messages 502 sent by the user via the first communication channel; it can also display one or more reply messages 504 from the agent. Furthermore, if the user calls back via the telephone channel during the customer service conversation, after the call ends, the customer service conversation interface will also display a call card 506, which displays all or part of the acquired call information. Furthermore, the call card can also include a play button 508. When the agent clicks play button 508, the call recording of the current call will be played.

[0117] From the above Figure 5 As shown in the customer service conversation interface 500 displayed on the agent side, regardless of the communication channel used by the user or the communication channel used by the agent as their work channel, the agent can handle incoming customer service conversation requests through a unified platform without having to switch between different communication channels, thereby greatly improving the agent's work efficiency. In addition, the content of user conversations through different communication channels can be integrated into a single conversation and presented to the agent through the same customer service conversation interface 500. The customer service conversation content is complete and continuous, allowing the agent to promptly and comprehensively understand the user's questions and needs, thereby improving work efficiency and enhancing the quality of customer service.

[0118] It should be noted that an end timer can be set for each customer service session. In an embodiment of the present disclosure, when a customer service session concludes, the agent can send a preset end message to inform the user that the customer service session is about to end. In this way, the end timer can be started after the agent responds to the end message. If the user does not send a new message before the end timer expires, the customer service session will end. Of course, if the user sends a new message before the end timer expires, the customer service session will continue.

[0119] Furthermore, since the customer service session requests from the same user through different channels and the data generated during the consultation process will be integrated into the same customer service session, all data of a customer service session can be uniformly archived in the above-mentioned customer service session request processing platform 120, and the archived data is comprehensive data, which can greatly facilitate business administrators and quality inspection roles to query, read and analyze the archived customer service session data, so that the service quality of the agents can be monitored and scored more efficiently and accurately.

[0120] It should be noted that the method of the embodiments of the present disclosure can be performed by a single device, such as a computer or server. The method of the embodiments of the present disclosure can also be applied in a distributed scenario, where multiple devices cooperate to perform the method. In such a distributed scenario, one of the multiple devices may only perform one or more steps of the method of the embodiments of the present disclosure, and the multiple devices will interact with each other to complete the method.

[0121] It should be noted that the above description is limited to some embodiments of the present disclosure. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recited in the claims may be performed in an order different from that described in the above embodiments and still achieve the desired results. Furthermore, the processes depicted in the accompanying drawings do not necessarily require the specific order or sequential order shown to achieve the desired results. In certain embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0122] Corresponding to the above method, an embodiment of the present disclosure further discloses a customer service session request processing device. Figure 6 The internal structure of the device described in the embodiment of the present disclosure is shown. Figure 6 As shown, the device may include:

[0123] The customer service session request receiving module 602 is configured to receive a customer service session request from a user via a first communication channel; wherein the customer service session request carries a user identifier;

[0124] A customer service session retrieval module 604 is configured to determine, based on the user identifier, whether there is an ongoing customer service session corresponding to the user;

[0125] The customer service session adding module 606 is configured to, in response to determining that there is no ongoing customer service session, create a customer service session corresponding to the user and add the customer service session request to the created customer service session; and, in response to determining that there is an ongoing customer service session, add the customer service session request to the ongoing customer service session.

[0126] In the embodiment of the present disclosure, the customer service session request processing device may further include: an uplink transmission module and a downlink transmission module. Figure 3 The uplink transmission method of the message shown in FIG; and the downlink transmission module is executed by the user as shown in FIG. Figure 4 The downlink transmission method of the message shown.

[0127] The specific implementation of each of the above modules can be referenced in the aforementioned methods and accompanying drawings, and will not be repeated here. For ease of description, the above device is described as functionally divided into various modules and described separately. Of course, when implementing the present disclosure, the functions of each module can be implemented in the same or multiple software and / or hardware.

[0128] The apparatus of the above embodiment is used to implement the corresponding customer service session request processing method in any of the above embodiments, and has the beneficial effects of the corresponding method embodiment, which will not be described in detail here.

[0129] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present disclosure also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the program, the customer service session request processing method described in any of the above embodiments is implemented.

[0130] Figure 7 1 shows a more specific hardware structure diagram of an electronic device provided by this embodiment. The device may include: a processor 2010, a memory 2020, an input / output interface 2030, a communication interface 2040, and a bus 2050. The processor 2010, the memory 2020, the input / output interface 2030, and the communication interface 2040 are connected to each other within the device via the bus 2050.

[0131] The processor 2010 can be implemented using a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of this specification.

[0132] The memory 2020 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage devices, dynamic storage devices, etc. The memory 2020 can store an operating system and other application programs. When the technical solutions provided in the embodiments of this specification are implemented through software or firmware, the relevant program code is stored in the memory 220 and is called and executed by the processor 2010.

[0133] The input / output interface 2030 is used to connect input / output modules to implement information input and output. The input / output modules can be configured as components within the device (not shown in the figure) or can be externally connected to the device to provide corresponding functions. Input devices may include a keyboard, mouse, touch screen, microphone, various sensors, etc., and output devices may include a display, speaker, vibrator, indicator light, etc.

[0134] The communication interface 2040 is used to connect to a communication module (not shown) to enable communication between the device and other devices. The communication module can communicate via a wired method (such as USB, network cable, etc.) or a wireless method (such as mobile network, WiFi, Bluetooth, etc.).

[0135] The bus 2050 comprises a path for transmitting information between the various components of the device (eg, the processor 2010 , the memory 2020 , the input / output interface 2030 , and the communication interface 2040 ).

[0136] It should be noted that although the above device only shows the processor 2010, the memory 2020, the input / output interface 2030, the communication interface 2040, and the bus 2050, in a specific implementation, the device may also include other components necessary for normal operation. In addition, it will be understood by those skilled in the art that the above device may only include the components necessary to implement the embodiments of this specification, and does not necessarily include all the components shown in the figure.

[0137] The electronic device of the above embodiment is used to implement the corresponding customer service session request processing method in any of the above embodiments, and has the beneficial effects of the corresponding method embodiment, which will not be repeated here.

[0138] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present disclosure also provides a non-transitory computer-readable storage medium, wherein the non-transitory computer-readable storage medium stores computer instructions, and the computer instructions are used to enable the computer to execute the customer service session request processing method described in any of the above embodiments.

[0139] The computer-readable media of this embodiment include permanent and non-permanent, removable and non-removable media that can be used to store information by any method or technology. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, read-only compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device.

[0140] The computer instructions stored in the storage medium of the above embodiment are used to enable the computer to execute the task processing method described in any of the above embodiments, and have the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0141] Those skilled in the art should understand that the discussion of any of the above embodiments is merely illustrative and is not intended to imply that the scope of the present disclosure (including the claims) is limited to these examples. Within the scope of the present disclosure, the technical features in the above embodiments or different embodiments may be combined, the steps may be implemented in any order, and there are many other variations of the different aspects of the embodiments of the present disclosure as described above, which are not provided in detail for the sake of simplicity.

[0142] In addition, to simplify the description and discussion, and so as not to obscure the embodiments of the present disclosure, known power / ground connections to integrated circuit (IC) chips and other components may or may not be shown in the provided figures. In addition, devices may be shown in the form of block diagrams to avoid obscuring the embodiments of the present disclosure, and this also takes into account the fact that the details of the implementation of these block diagram devices are highly dependent on the platform on which the embodiments of the present disclosure are to be implemented (i.e., these details should be fully within the purview of those skilled in the art). Where specific details (e.g., circuits) are set forth to describe exemplary embodiments of the present disclosure, it will be apparent to those skilled in the art that the embodiments of the present disclosure may be implemented without these specific details or with variations in these specific details. Therefore, these descriptions should be considered illustrative rather than restrictive.

[0143] Although the present disclosure has been described in conjunction with specific embodiments thereof, many alternatives, modifications, and variations of these embodiments will be apparent to those skilled in the art based on the foregoing description. For example, other memory architectures (e.g., dynamic RAM (DRAM)) may use the embodiments discussed.

[0144] The embodiments of the present disclosure are intended to cover all such substitutions, modifications, and variations that fall within the broad scope of the appended claims. Therefore, any omissions, modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the embodiments of the present disclosure should be included in the scope of protection of the present disclosure.

Claims

1. A method for processing a customer service session request, comprising: Receiving a customer service session request from a user through a first communication channel; wherein the customer service session request carries a user identifier; Determining, based on the user identifier, whether there is an ongoing customer service session corresponding to the user; In response to determining that there is no ongoing customer service session, creating a customer service session corresponding to the user, and adding the customer service session request to the created customer service session; and In response to determining that there is an ongoing customer service session, adding the customer service session request to the ongoing customer service session; wherein, The user identifier is the user identifier of the user under the first communication channel; Determining whether there is an ongoing customer service session corresponding to the user according to the user identifier includes: searching, according to the user identifier of the user under the first communication channel, a user instance corresponding to the user from pre-stored user instances; Determine the customer service identifier of the user based on the information of the user instance record corresponding to the user; Based on the customer service identifier of the user, a customer service session corresponding to the customer service identifier is searched for in all ongoing customer service sessions.

2. The method according to claim 1, wherein The creating a customer service session corresponding to the user and adding the customer service session request to the created customer service session includes: Establishing a customer service session using the customer service identifier of the user as an identifier; and Attribute information of the customer service session is generated based on the information of the customer service session request; wherein the attribute information of the customer service session includes: an identifier of the first communication channel and a source identifier of the customer service session request.

3. The method according to claim 2, wherein: The creating a customer service session corresponding to the user and adding the customer service session request to the created customer service session further includes: Allocating an agent for the customer service session according to a pre-set agent allocation strategy; and Adding relevant information of the agent to the attribute information of the customer service session; wherein the relevant information of the agent includes: an identifier of the second communication channel used by the agent and an identity identifier of the agent under the second communication channel.

4. The method according to claim 3, wherein: The first communication channel includes: a web channel, an instant messaging channel provided by various open platforms, an email channel or a short message channel; The second communication channel includes: a client channel corresponding to the customer service session request processing platform, a webpage channel, an instant messaging channel provided by various open platforms, an email channel or a short message channel.

5. The method according to claim 4, wherein The method further comprises: receiving a first message sent by the user through the first communication channel; Determining, based on the attribute information of the customer service session, a second communication channel used by the agent corresponding to the customer service session; Adapting the first message to obtain a second message based on a message format supported by the second communication channel; wherein the second message conforms to the message format supported by the second communication channel; The second message is sent to the agent through the second communication channel according to the attribute information of the customer service session.

6. The method according to claim 4, wherein: The method further comprises: receiving a third message sent by the agent through the second communication channel; determining, based on the attribute information of the customer service session, a first communication channel used by a user corresponding to the customer service session; Adapting the third message based on a message format supported by the first communication channel to obtain a fourth message; wherein the fourth message conforms to the message format supported by the first communication channel; The fourth message is sent to the user through the first communication channel according to the attribute information of the customer service session.

7. The method according to claim 3, wherein: The first communication channel includes: a telephone channel; The second communication channel includes: a client channel corresponding to the customer service session request processing platform, a webpage channel, an instant messaging channel provided by various open platforms, an email channel or a short message channel.

8. The method according to claim 7, wherein: The method further comprises: After the call ends, receive call information pushed by the telephone customer service platform; wherein the call information includes: a call identifier, identifiers of both parties to the call, and call duration, or any combination thereof; Generate a call card based on the received call information; The call card is sent to the agent through the second communication channel and displayed in the agent's customer service session interface.

9. The method according to claim 8, wherein The method further comprises: Obtaining a call recording corresponding to the call identifier from the telephone customer service platform according to the call identifier in the call information; and Add the call recording to the call card.

10. A customer service session request processing device, comprising: A customer service session request receiving module, configured to receive a customer service session request from a user via a first communication channel; wherein the customer service session request carries a user identifier; A customer service session retrieval module, configured to determine, based on the user identifier, whether there is an ongoing customer service session corresponding to the user; A customer service session adding module is configured to, in response to determining that there is no ongoing customer service session, create a customer service session corresponding to the user and add the customer service session request to the created customer service session; and in response to determining that there is an ongoing customer service session, add the customer service session request to the ongoing customer service session; wherein, The user identifier is the user identifier of the user under the first communication channel; Determining whether there is an ongoing customer service session corresponding to the user according to the user identifier includes: searching, according to the user identifier of the user under the first communication channel, a user instance corresponding to the user from pre-stored user instances; Determine the customer service identifier of the user based on the information of the user instance record corresponding to the user; Based on the customer service identifier of the user, a customer service session corresponding to the customer service identifier is searched for in all ongoing customer service sessions.

11. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, the method for processing a customer service session request according to any one of claims 1 to 9 is implemented.

12. A non-transitory computer-readable storage medium storing computer instructions, wherein the computer instructions are used to cause a computer to execute the customer service session request processing method according to any one of claims 1 to 9.

13. A computer program product, comprising computer program instructions, which, when executed on a computer, enable the computer to execute the method for processing a customer service session request according to any one of claims 1 to 9.

Images