Resource allocation method and related device based on multidimensional data analysis in customer service scenarios

Abstract

The present application provides a resource allocation method and related device based on multidimensional data analysis in a customer service scenario, including: obtaining first customer information of a first customer; if it is determined based on the first customer information that the first customer specifies a first customer service representative for reception, but it is detected that the number of customers to be received by the first customer service representative at the current time point exceeds a preset number of customers to be received, then a selection message is sent to the first customer service representative so that the first customer service representative can choose whether to receive the first customer; and based on the feedback message from the first customer service representative, it is determined whether the customer is to be received by the first customer service representative or by a second customer service representative determined based on the first customer's level information and a level correspondence table; if the first customer does not specify a customer service representative to receive, then a third customer service representative with the least number of customers to be received among at least one third customer service representative whose number of customers received within a reference period is lower than a preset number is determined, so that the first customer interacts with the third customer service representative. The present application can quickly assign customer service representatives to customers and improve the flexibility of allocation.

Description

Technical Field

[0001] The present application belongs to the general field of data processing technology, and specifically relates to a resource allocation method and related devices based on multidimensional data analysis in a customer service scenario. Background Art

[0002] Existing customer assignment methods include random assignment, system-specified assignment, and assignment based on proactive employee instructions. However, random assignment is inherently random and cannot rationally allocate customers, easily leading to one customer service representative serving too many customers while others are unable to serve any. System-specified assignment, while assigning a relatively even number of customers to each customer service representative, often involves random selection of customers. This results in inconsistent customer service representatives serving the same customer, forcing new customers to re-understand their needs and wasting their time. Furthermore, assignment based on proactive employee instructions results in inefficient assignments, as customers are served at their own discretion, wasting their time and impacting their experience. Summary of the Invention

[0003] The present application provides a resource allocation method and related devices based on multidimensional data analysis in a customer service scenario to solve the problem of low allocation efficiency, improve allocation efficiency, and enable flexible allocation, making allocation more intelligent and improving user experience.

[0004] In a first aspect, the present application provides a resource allocation method based on multidimensional data analysis in a customer service scenario, which is applied to a server, and the method includes:

[0005] In response to a first request message from a first customer of a first terminal device, obtaining first customer information of the first customer, the first customer information including a name of the first customer, level information of the first customer, information indicating whether the first customer has designated a customer service representative, and name information of a customer service representative who has served the first customer;

[0006] If it is detected that the designated information indicates that the first customer designated the first customer service representative to receive the customer, obtaining a first number of customers who are currently queuing for the first customer service representative to receive the customer;

[0007] If it is detected that the first number value exceeds a preset number of customers to be received, and it is determined based on the name information that the first customer service representative has received the first customer, a selection message is sent to the second terminal device of the first customer service representative, the selection message including the first customer information of the first customer, and the selection message is used to prompt the first customer service representative to decide whether to receive the first customer;

[0008] If a first feedback message is received from the second terminal device indicating that the first customer service representative has confirmed receiving the first customer, a first service channel is established between the first terminal device and the second terminal device, and service information exchange is implemented between the first customer service representative and the first customer through the first service channel;

[0009] If a second feedback message is received from the second terminal device indicating that the first customer service representative refuses to receive the first customer, a third feedback message indicating that the customer service representative refuses to receive the first customer is sent to the first terminal device, and at least one second customer service representative is determined based on the first customer's level information and a preset level correspondence table, wherein the level correspondence table includes correspondences between customers of different levels and customer service representatives of different levels.

[0010] Determine as the first target customer service the second customer service representative who has received the fewest customers within a tracing time period among the at least one second customer service representative, where the tracing time period is a preset time period that has elapsed before the current time point;

[0011] Creating a second service channel between the first terminal device and a third terminal device of the first target customer service, and implementing service information interaction between the first target customer service and the first customer through the second service channel;

[0012] If it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and there is at least one third customer service representative whose number of customers received during the reference time period is less than a preset number, then obtaining a second number of customers queued for reception by each of the at least one third customer service representative at the current time point, where the reference time period is a preset length of time that has elapsed before the current time point;

[0013] Determine, among the at least one third customer service representative, a third customer service representative with the smallest second quantity value as a second target customer service representative;

[0014] A third service channel is created between the first terminal device and a fourth terminal device of the second target customer service, and service information interaction is implemented between the second target customer service and the first customer through the third service channel.

[0015] In a second aspect, the present application provides a resource allocation device based on multidimensional data analysis in a customer service scenario, comprising:

[0016] a first acquiring unit, configured to acquire, in response to a first request message from a first customer of a first terminal device, first customer information of the first customer, the first customer information including a name of the first customer, level information of the first customer, information indicating whether the first customer has designated a customer service representative, and a name of a customer service representative who has served the first customer;

[0017] A second acquiring unit is configured to acquire a first number of customers queuing for reception by the first customer service at a current time point if it is detected that the designated information indicates that the first customer designated the first customer service to receive the customer;

[0018] a first detection unit configured to, if detecting that the first quantity value exceeds a preset waiting-to-receive quantity value and determining, based on the name information, that the first customer service representative has received the first customer, send a selection message to a second terminal device of the first customer service representative, the selection message including the first customer information of the first customer, and prompting the first customer service representative to independently decide whether to receive the first customer;

[0019] a first receiving unit configured to, upon receiving a first feedback message from the second terminal device indicating that the first customer service has determined to receive the first customer, establish a first service channel between the first terminal device and the second terminal device, and implement service information exchange between the first customer service and the first customer through the first service channel;

[0020] a second receiving unit configured to, upon receiving a second feedback message from the second terminal device indicating that the first customer service representative refuses to receive the first customer, send a preset third feedback message indicating that the customer is refused to be received to the first terminal device, and determine at least one second customer service representative based on the first customer's level information and a preset level correspondence table, wherein the level correspondence table includes correspondences between customers of different levels and customer service representatives of different levels;

[0021] a first determining unit, configured to determine, as a first target customer service, a second customer service representative who has received the least number of customers within a tracing time period among the at least one second customer service representative, wherein the tracing time period is a preset time period that has elapsed before a current time point;

[0022] a first creating unit, configured to create a second service channel between the first terminal device and a third terminal device of the first target customer service, and to implement service information interaction between the first target customer service and the first customer through the second service channel;

[0023] a second detection unit configured to obtain a second number of customers queued for reception by each of the at least one third customer service representative at a current time point if it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and there is at least one third customer service representative whose number of customers received during the reference time period is less than a preset number, where the reference time period is a preset length of time that has elapsed before the current time point;

[0024] a second determining unit, configured to determine, among the at least one third customer service representative, a third customer service representative with the smallest second quantity value as a second target customer service representative;

[0025] The second creation unit is used to create a third service channel between the first terminal device and the fourth terminal device of the second target customer service, and to implement service information interaction between the second target customer service and the first customer through the third service channel.

[0026] In a third aspect, the present application provides an electronic device, comprising: one or more processors;

[0027] One or more memories for storing programs,

[0028] The one or more memories and the program are configured so that the one or more processors control the electronic device to execute instructions such as the steps in any method of the first aspect of the embodiments of the present application.

[0029] In a fourth aspect, the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program for electronic data exchange, wherein the computer program enables a computer to execute part or all of the steps described in any method of the first aspect of the embodiment of the present application.

[0030] In a fifth aspect, the present application provides a computer program, wherein the computer program is operable to cause a computer to execute some or all of the steps described in any method of the first aspect of the present application. The computer program can be a software installation package.

[0031] The beneficial effects of the technical solutions provided by some embodiments of the present application include at least:

[0032] It can be seen that in the embodiment of the present application, the first customer information of the first customer is obtained based on the first request message of the first customer. The first customer information includes the name of the first customer, the level information of the first customer, the designated information indicating whether the first customer specifies the customer service representative to receive the first customer, and the name information of the customer service representative who has received the first customer. If it is detected that the designated information indicates that the first customer specifies the first customer service representative to receive the first customer, then the first number of customers waiting in line for reception by the first customer service representative at the current time point exceeds the preset number of customers to be received, and it is determined based on the name information that the first customer service representative has received the first customer, then the first customer service representative decides whether to receive the first customer, so as to make an allocation based on the real-time situation; if the first customer service representative decides to receive the first customer, then a first service channel is created between the first terminal device and the second terminal device, and service information exchange between the first customer service representative and the first customer is realized through the first service channel. If the first customer service refuses to receive the first customer, at least one second customer service is determined based on the first customer's level information and the preset level correspondence table, thereby recommending a customer service of the corresponding level to the first customer; if it is detected that the designated information indicates that the first customer has not designated a customer service to receive him, and there is at least one third customer service whose number of customers received during the reference period is lower than the preset number, then the second number value of the customers waiting in line for reception at the current time point for each of the at least one third customer service is obtained, and the customer service with the smallest second number value among the at least one third customer service is determined to be the first customer service. In this application, a customer service is allocated to the first customer based on the first customer information of the first customer, the information of the customers to be received by the current customer service, and the total number of customers received, so that the allocation flexibility is high, the allocation efficiency is improved, the fairness of the allocation is ensured, the waiting time of the customers is reduced, and the user experience is improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0033] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0034] Figure 1 This is a schematic diagram of the structure of a server provided in an embodiment of the present application;

[0035] Figure 2 This is a schematic diagram of a server and terminal device interaction system provided by an embodiment of the present application;

[0036] Figure 3 This is a flowchart of a resource allocation method based on multidimensional data analysis in a customer service scenario provided by an embodiment of the present application;

[0037] Figure 4This is a block diagram of the functional units of a resource allocation device based on multidimensional data analysis in a customer service scenario provided by an embodiment of the present application. DETAILED DESCRIPTION

[0038] In order to enable those skilled in the art to better understand the present invention, the following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0039] The terms "first," "second," and the like in the specification and claims of this application and the accompanying drawings are used to distinguish between different objects, not to describe a particular order. Furthermore, the terms "including," "having," and any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, product, or apparatus comprising a series of steps or elements is not limited to the listed steps or elements but may optionally include steps or elements not listed, or may optionally include other steps or elements inherent to the process, method, product, or apparatus.

[0040] References herein to "embodiments" mean that a particular feature, structure, or characteristic described in connection with the embodiments may be included in at least one embodiment of the present application. The appearance of this phrase in various places in the specification does not necessarily refer to the same embodiment, nor does it constitute an independent or alternative embodiment that is mutually exclusive of other embodiments. It is understood, both explicitly and implicitly, by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0041] See also Figure 1 , Figure 1 This is a schematic diagram of the structure of a server provided in an embodiment of the present application. Figure 1 As shown, the server includes a processor 120, a memory 130, a communication module 140, and one or more programs 131. The processor 120 is communicatively connected to the memory 130 and the communication module 140 via an internal communication bus. The number of the processors 120 can be set according to actual needs and is not specifically limited here.

[0042] The one or more programs 131 are stored in the memory 130 and configured to be executed by the processor 120 . The one or more programs 131 include instructions for executing any step in the following method embodiment.

[0043] Among them, the processor 120 can be, for example, a central processing unit (CPU), a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field programmable gate array (FPGA) or other programmable logic device, a transistor logic device, a hardware component or any combination thereof. It can implement or execute the various exemplary logic blocks, units and circuits described in conjunction with the disclosure of this application. The processor 120 can also be a combination that implements computing functions, such as a combination of one or more microprocessors, a combination of a DSP and a microprocessor, and the like. The communication unit can be a communication module 140, a transceiver, a transceiver circuit, etc., and the storage unit can be a memory 130.

[0044] The memory 130 may be a volatile memory or a non-volatile memory, or may include both volatile and non-volatile memories. The non-volatile memory may be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may be a random access memory (RAM), which is used as an external cache. By way of example and not limitation, many forms of random access memory (RAM) are available, such as static RAM (SRAM), dynamic random access memory (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), and direct RAM bus RAM (DR RAM).

[0045] In order to better understand the technical solutions of the embodiments of the present application, the server and terminal device interaction system that may be involved in the embodiments of the present application is first introduced.

[0046] See also Figure 2 , Figure 2 This is a schematic diagram of a server and terminal device interaction system provided in an embodiment of the present application.

[0047] The schematic diagram of the server and terminal device interaction system includes at least one server and multiple terminal devices. Each of the multiple terminal devices is connected to the server network so that each terminal device can exchange data with the server through the network. Figure 2 As shown, it may specifically include a first terminal device, a second terminal device, a third terminal device, a fourth terminal device, etc. Different terminal devices may correspond to different customers or customer services. For example, the first terminal device may be a terminal device of the first customer, the second terminal device may be a terminal device of the first customer service, the third terminal device may be a terminal device of the first target customer service, and the fourth terminal device may be a terminal device of the third customer service. The specific correspondence is not limited here.

[0048] Each of the multiple terminal devices may be a smartphone, tablet computer, laptop computer, desktop computer, wearable device, head-mounted device, vehicle-mounted terminal, etc. The type of terminal device is not specifically limited here. Figure 2 Each terminal device in the server and terminal device interaction system shown in FIG can be installed with an application (i.e., an application client). When the application client runs on each terminal device, it can communicate with the above-mentioned Figure 2 Data is exchanged between the servers shown.

[0049] See also Figure 3 , Figure 3 This is a flowchart of a resource allocation method based on multidimensional data analysis for a customer service scenario provided by an embodiment of the present application. Below, the resource allocation method based on multidimensional data analysis for a customer service scenario involved in an embodiment of the present application will be described in detail with reference to the accompanying drawings. Figure 3 As shown, a resource allocation method based on multidimensional data analysis in a customer service scenario is applied to a server. The method includes:

[0050] Step 301: In response to a first request message from a first client of a first terminal device, obtain first client information of the first client.

[0051] The first customer information includes the name of the first customer, the first customer's level information, information indicating whether the first customer has designated a customer service representative, and the name of a customer service representative who has previously served the first customer. Specifically, after receiving an indication from the first customer requesting customer service, the first terminal device generates a first request message. The server parses the first request message, determines whether the first customer has designated a customer service representative, and generates designation information based on the determination result. The server then obtains the designation information, the name of the first customer's first customer, the first customer's level information, the name of a customer service representative who has previously served the first customer, and other information to provide data support for subsequent allocation.

[0052] Step 302: If it is detected that the designated information indicates that the first customer designated the first customer service representative to receive the customer, a first number of customers who are currently waiting in line for the first customer service representative to receive the customer is obtained.

[0053] Among them, if it is determined according to the specified information that the first customer specifies the first customer service to receive him, the first number value of the customers waiting in line for reception by the first customer service at the current time point is obtained to determine the number of customers that the first customer service needs to receive at the current time point.

[0054] Step 303: If it is detected that the first quantity value exceeds the preset waiting number value, and it is determined based on the name information that the first customer service has received the first customer, a selection message is sent to the second terminal device of the first customer service.

[0055] In which, the selection message includes the first customer information of the first customer, and the selection message is used to prompt the first customer service to decide whether to receive the first customer. Specifically, the preset reception quantity value is the maximum number of customers allowed to queue at the same time point, which is set in advance according to actual needs. If the first quantity value exceeds the preset waiting quantity value, it is further determined whether the first customer has received the first customer. The specific judgment method can be: query the name information of the customer service who has received the first customer, determine whether the first customer service has received the first customer, and if the first customer service has received the first customer, send a selection message to the second terminal device of the first customer service, and then the first customer service decides whether to receive the first customer, so as to avoid directly assigning the first customer to the first customer service, causing the first customer to wait too long, thereby affecting the customer experience. And on the premise that the first customer service has received the first customer, sending a selection message to the first customer service to avoid directly reallocating a new customer service and causing the new customer service to repeatedly understand the first customer, thereby affecting the interaction efficiency.

[0056] Step 304: If a first feedback message is received from the second terminal device indicating that the first customer service has determined to receive the first customer, a first service channel is created between the first terminal device and the second terminal device, and service information interaction is implemented between the first customer service and the first customer through the first service channel.

[0057] Among them, if the first customer service chooses to receive the first customer, a first feedback message is sent to confirm the reception of the first customer. After receiving the first feedback message, the server establishes a first service channel between the first terminal device and the second terminal device, so that the first customer service and the first customer can interact with service information through the first service channel.

[0058] Step 305: If a second feedback message is received from the second terminal device indicating that the first customer service refuses to receive the first customer, a preset third feedback message refusing to receive the customer is sent to the first terminal device, and at least one second customer service is determined based on the first customer's level information and the preset level correspondence table.

[0059] The level correspondence table includes a correspondence between customers of different levels and customer service representatives of different levels. Specifically, if the first customer service representative refuses to serve the first customer, a second feedback message indicating the refusal to serve the first customer is sent. Upon receiving the second feedback message, the server sends a preset third feedback message indicating the refusal to serve the customer to the first terminal device of the first customer, promptly informing the first customer of the real-time information. Simultaneously, the server obtains the first customer's level information and, based on the first customer's level information, determines at least one second customer service representative from the preset level correspondence table. This allows for rapid customer service, improves efficiency, and provides appropriate customer service based on the customer's level, ensuring a positive user experience.

[0060] Step 306: Determine as the first target customer service the second customer service representative who has received the least number of customers within the tracing time period among the at least one second customer service representative, where the tracing time period is a preset time period that has elapsed before the current time point.

[0061] Among them, after determining at least one second customer service, determine the number of customer services each second customer service in the at least one second customer service has received within the tracing period, and set the second customer service with the least number of customers received as the first target customer service.

[0062] Step 307: Create a second service channel between the first terminal device and the third terminal device of the first target customer service, and implement service information interaction between the first target customer service and the first customer through the second service channel.

[0063] After the first target customer service is determined, a second service channel is created between the first terminal device and the third terminal device of the first target customer service to perform service interaction through the second service channel.

[0064] Step 308: If it is detected that the designated information indicates that the first customer has not been received by designated customer service, and there is at least one third customer service representative whose number of customers received during the reference period is lower than a preset number, then obtain a second number value of customers queued for reception by each third customer service representative in the at least one third customer service representative at the current time point.

[0065] The reference period is a preset duration that has elapsed before the current time point. If it is detected that the first customer has not designated a customer service representative for reception, the number of customers received by each customer service representative within the preset duration that has elapsed before the current time point is determined. If there is at least one third customer service representative whose number of received customers is less than the preset number, a second number of customers queued for reception by each of the at least one third customer service representatives at the current time point is determined.

[0066] Step 309: Determine the third customer service representative with the smallest second quantity value among the at least one third customer service representative as the second target customer service representative.

[0067] Among them, the third customer service with the smallest second quantity value is used as the second target customer service.

[0068] Step 310: Create a third service channel between the first terminal device and a fourth terminal device of the second target customer service, and implement service information interaction between the second target customer service and the first customer through the third service channel.

[0069] After the second target customer service is determined, a third service channel is created between the first terminal device and the fourth terminal device of the second target customer service, so as to facilitate service interaction between the first customer and the third customer service.

[0070] It can be seen that in this example, whether the first customer specifies a reception customer service is determined based on the first customer information of the first customer. If the first customer service is specified for reception, the first number value of the customers waiting to be received by the first customer service at the current time point is detected first, so as to determine whether to directly assign the first customer to the first customer service, so as to prevent the first customer service from having a large number of customers to be received at the current time point, resulting in the inability to quickly receive the first customer, thereby affecting the customer experience. In addition, on the premise that the first customer service has received the first customer, a selection message can be sent to the first customer service so that the first customer service can choose whether to receive the first customer if the customer service is full, so as to avoid the new customer service getting to know the first customer again, resulting in low interaction efficiency. In addition, when the first customer has not specified a reception customer service, the customer service representative who has not received the preset number of customers and has the least number of customers to be served is recommended for reception, so that resource allocation is more flexible and reasonable, and the efficiency of allocation is improved, saving user time and improving user experience.

[0071] In a possible example, if the first customer specifies the first customer service to receive the customer, and the first quantity value of the first customer service does not exceed the preset quantity value to be received, but the first customer service predicts that the time to serve the pending customers will exceed the preset service time, a request to change the customer service is sent. After receiving the request, the server sends a request to change the customer service information to the first customer. If the first customer accepts the change of customer service, at least one customer service to be served is determined based on the first customer's level information and the preset level correspondence table, and a customer service representative with the least number of customers to be served at the current moment is selected from the customer service to be served as the first customer, thereby improving the flexibility of allocation.

[0072] In one possible example, if a first feedback message is received from the second terminal device indicating that the first customer service has determined to receive the first customer, a first service channel is established between the first terminal device and the second terminal device, and after service information exchange between the first customer service and the first customer is implemented through the first service channel, the method further includes: obtaining second customer information of each second customer waiting in line for reception by the first customer service at a current time point, generating a second customer information set, where the second customer information includes information about whether a reception customer service is specified; if second customer information for which a reception customer service is not specified is detected in the second customer information set, determining the second customer of the unspecified reception customer service based on the second customer information of the unspecified reception customer service, and obtaining rank information of the second customer of the unspecified reception customer service; determining at least one fourth customer service from the rank correspondence table based on the rank information of the second customer of the unspecified reception customer service; determining the fourth customer service among the at least one fourth customer service with the fewest customers waiting in line for reception at the current time point as a third target customer service; establishing a fourth service channel between the terminal device of the third target customer service and the terminal device of the second customer of the unspecified reception customer service, and implementing service information exchange between the third target customer service and the second customer of the unspecified reception customer service through the fourth service channel.

[0073] In a specific example, after determining that the first customer service representative is willing to receive the first customer based on the first feedback information, the second customer information of each second customer currently waiting in line for reception by the first customer service representative can be obtained. The second customer information of each second customer can be queuing to determine whether there is a second customer who has not yet designated a reception customer service representative. If so, the second customer can be assigned to another customer service representative, thereby reducing the first customer's waiting time and improving the user experience. Specifically, the level information of the second customer is obtained, and based on the obtained level information, at least one fourth customer service representative is determined from a level correspondence table. The number of customers currently waiting in line for reception for each of the at least one fourth customer service representative is obtained, and the fourth customer service representative with the least number of customers waiting in line is selected as the third target customer service representative, and the second customer is assigned to this fourth customer service representative for reception. In other words, a fourth service channel is created between the terminal device of the third target customer service representative and the terminal device of the second customer, and service information exchange between the third target customer service representative and the second customer who has not designated a reception customer service representative is achieved through the fourth service channel.

[0074] It can be seen that in this example, after the first customer service confirms that he has received the first customer, he further determines whether there is a customer who has not specified a customer service representative among the customers waiting in line for reception by the first customer service at the current time point. If so, other customer services will be assigned to the customer, thereby avoiding the first customer from waiting for a long time, making the number of customer service representatives more reasonable, and improving the fairness of the allocation.

[0075] In a possible example, after obtaining the first customer information of the first customer in response to the first request message of the first customer from the first terminal device, the method further includes: if it is detected that the designated information represents that the first customer has not designated customer service to receive him, and the number of customers received during the reference time period is lower than the preset number of customer service staff is zero, then the first customer information of the first customer is entered into a waiting queue; determining the fifth customer service staff whose time of stopping receiving customers reaches the preset idle time; and sending the waiting queue to the terminal device of the fifth customer service staff so that the fifth customer service staff can select the customer to receive.

[0076] In a specific example, if it is detected that the designated information indicates that the first customer has not designated a customer service representative, and the number of customers received during the reference period is less than a preset number of customers, then the customer information of the first customer is entered into a waiting queue to wait for a customer service representative to receive the customer. If it is detected that a customer service representative has been idle for a preset idle time, then the waiting queue is recommended to the customer service representative so that the fifth customer service representative can select a customer to receive the customer.

[0077] It can be seen that in this example, the customer information of customers who temporarily have no customer service is entered into the waiting queue, and when it is detected that the idle time of a customer service has reached the preset idle time, the waiting queue is recommended to the customer service, and customers are allocated to the customer service to improve the rationality of the allocation.

[0078] In a possible example, when there are no customers to be served or the number of customers to be served is less than a preset number, the customer service representative may also apply for waiting queue information to receive customers and improve allocation efficiency.

[0079] In a possible example, after sending the waiting queue to the terminal device of the fifth customer service, the method also includes: if the fifth customer service determines to receive the third customer in the waiting queue within a preset selection time, then creating a fifth service channel between the terminal device of the fifth customer service and the terminal device of the third customer, and realizing service information interaction between the fifth customer service and the third customer through the fifth service channel; if the fifth customer service does not determine the customer to receive within the selection time, then randomly determining a fourth customer from the waiting queue, and creating a sixth service channel between the terminal device of the fifth customer service and the terminal device of the fourth customer, and realizing service information interaction between the fifth customer service and the fourth customer through the sixth service channel.

[0080] In a specific example, after the fifth customer service representative receives the waiting queue information, if the fifth customer service representative chooses to receive the third customer within the selected duration, a fifth service channel is created between the fifth customer service representative's terminal device and the third customer's terminal device, and service information exchange between the fifth customer service representative and the third customer is achieved through the fifth service channel. If the fifth customer service representative does not determine a customer to receive within the selected duration, a fourth customer is randomly selected from the waiting queue, and a sixth service channel is created between the fifth customer service representative's terminal device and the fourth customer's terminal device, and service information exchange between the fifth customer service representative and the fourth customer is achieved through the sixth service channel.

[0081] It can be seen that in this example, customers can be assigned to customer service staff in a timely manner according to their real-time situation, making the allocation more reasonable.

[0082] In a possible example, after obtaining the first customer information of the first customer in response to the first request message of the first customer from the first terminal device, the method further includes: if it is detected that the designated information represents that the first customer has not designated customer service reception, and the number of customers received within the reference time period is less than the preset number of customer service staff is zero, then the first customer information of the first customer is entered into a waiting queue, and the customer information in the waiting queue is arranged in sequence according to the order of entry into the waiting queue; determining a sixth customer service staff who has stopped receiving customers for a preset idle time; creating a seventh service channel between the terminal device of the sixth customer service staff and the terminal device of the customer at the first position in the waiting queue, and realizing service information interaction between the sixth customer service staff and the customer at the first position in the waiting queue through the seventh service channel.

[0083] In a specific example, if the number of customers received by a customer service representative during a reference period exceeds a preset number, the information of the first customer is entered into a waiting queue, wherein the customer information in the waiting queue is arranged in the order in which the customer information was entered. When the idle time of the sixth customer service representative reaches the preset idle time, the information of the customer at the top of the waiting queue is recommended to the sixth customer service representative, and a seventh service channel is created between the terminal device of the sixth customer service representative and the terminal device of the customer at the top of the waiting queue. Service information exchange between the sixth customer service representative and the customer at the top of the waiting queue is implemented through the seventh service channel.

[0084] It can be seen that in this example, idle customer service representatives are recommended first to the customer at the head of the waiting queue, which reduces the waiting time of the first waiting customer, makes the allocation more fair and reasonable, and improves the user experience.

[0085] In a possible example, after creating a third service channel between the first terminal device and the fourth terminal device of the second target customer service, and realizing service information interaction between the second target customer service and the first customer through the third service channel, the method further includes: obtaining the number information of customers who are waiting in line for reception by the second target customer service and are arranged before the first customer according to a preset period; and sending the number information to the first terminal device.

[0086] In a specific example, while the first customer is waiting to be received by the second target customer service, the number of customers who are to be received by the second target customer service and are arranged before the first customer is obtained according to a preset period, and the number information is sent to the first terminal device of the first customer.

[0087] It can be seen that in this example, the number of customers waiting for service before the first customer is broadcasted to the first customer, thereby improving the user experience.

[0088] In a possible example, after obtaining the first customer information of the first customer in response to the first request message from the first terminal device, the method further includes: sending a preset fourth feedback message welcoming the first customer to the first terminal device.

[0089] In a specific example, after obtaining the first customer information of the first customer, a pre-set fourth feedback message is sent to the first customer. The fourth feedback message is primarily a welcome message for the first customer. The fourth feedback message may be: "Welcome, please wait, we are calling your service representative"; or "Welcome, customer service is on the way." It is understood that the fourth feedback message can be set according to actual needs and is not limited here.

[0090] It can be seen that in this example, after obtaining the first customer information of the first customer, a preset fourth feedback message is sent to the first customer to increase the fun of the allocation process and thus improve the user experience.

[0091] The embodiment of the present application provides a resource allocation device based on multidimensional data analysis in a customer service scenario, which can be an electronic device. Specifically, the resource allocation device based on multidimensional data analysis in a customer service scenario provided by the embodiment of the present application can include modules corresponding to the corresponding steps.

[0092] In the embodiment of the present application, the resource allocation device based on multidimensional data analysis in the customer service scenario can be divided into functional modules according to the above method example. For example, each functional module can be divided according to each function, or two or more functions can be integrated into one processing module. The above-mentioned integrated modules can be implemented in the form of hardware or in the form of software functional modules. The division of modules in the embodiment of the present application is schematic and is only a logical functional division. In actual implementation, there may be other division methods.

[0093] In the case of dividing each functional module into corresponding functional modules, please refer to Figure 4 , Figure 4 This is a functional unit block diagram of a resource allocation device based on multidimensional data analysis in a customer service scenario provided by an embodiment of the present application. The device is connected to a terminal device used by a user to log in to a registered evaluation account, and the device includes:

[0094] A first acquiring unit 401 is configured to acquire, in response to a first request message from a first customer of a first terminal device, first customer information of the first customer, the first customer information including a name of the first customer, level information of the first customer, information indicating whether the first customer has designated a customer service representative, and a name of a customer service representative who has served the first customer;

[0095] The second acquiring unit 402 is configured to acquire a first number of customers waiting in line for reception by the first customer service at a current time point if it is detected that the designated information indicates that the first customer designated the first customer service to receive reception;

[0096] A first detection unit 403 is configured to, if it is detected that the first number value exceeds a preset number of customers to be received, and it is determined based on the name information that the first customer service representative has received the first customer, send a selection message to a second terminal device of the first customer service representative, the selection message including the first customer information of the first customer, and prompting the first customer service representative to decide whether to receive the first customer;

[0097] The first receiving unit 404 is configured to, upon receiving a first feedback message from the second terminal device indicating that the first customer service representative has confirmed receiving the first customer, establish a first service channel between the first terminal device and the second terminal device, and implement service information exchange between the first customer service representative and the first customer through the first service channel;

[0098] The second receiving unit 405 is configured to, upon receiving a second feedback message from the second terminal device indicating that the first customer service representative refuses to receive the first customer, send a preset third feedback message indicating that the customer is refused to receive the first customer to the first terminal device, and determine at least one second customer service representative based on the first customer's level information and a preset level correspondence table, wherein the level correspondence table includes correspondences between customers of different levels and customer service representatives of different levels;

[0099] A first determining unit 406 is configured to determine, as a first target customer service, a second customer service representative who has received the least number of customers within a tracing time period among the at least one second customer service representative, where the tracing time period is a preset time period that has elapsed before the current time point;

[0100] A first creating unit 407 is configured to create a second service channel between the first terminal device and a third terminal device of the first target customer service, and implement service information exchange between the first target customer service and the first customer through the second service channel;

[0101] The second detection unit 408 is configured to obtain a second number of customers queued for reception by each of the at least one third customer service representative at a current time point if it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and there is at least one third customer service representative whose number of customers received during the reference time period is less than a preset number, where the reference time period is a preset length of time that has elapsed before the current time point.

[0102] A second determining unit 409 is configured to determine, among the at least one third customer service representative, the third customer service representative with the smallest second quantity value as a second target customer service representative;

[0103] The second creation unit 410 is configured to create a third service channel between the first terminal device and a fourth terminal device of the second target customer service, and implement service information interaction between the second target customer service and the first customer through the third service channel.

[0104] In a possible example, the device also includes a third acquisition unit, which is used to acquire second customer information of each second customer waiting in line for reception by the first customer service at the current time point, and generate a second customer information set, wherein the second customer information includes information on whether a reception customer service is specified; and if it is detected that second customer information of an unspecified reception customer service exists in the second customer information set, the second customer of the unspecified reception customer service is determined based on the second customer information of the unspecified reception customer service, and the level information of the second customer of the unspecified reception customer service is obtained; and at least one fourth customer service is determined from the level correspondence table based on the level information of the second customer of the unspecified reception customer service; and the fourth customer service with the least number of customers waiting in line for reception at the current time point among the at least one fourth customer service is determined as the third target customer service; and a fourth service channel is created between the terminal device of the third target customer service and the terminal device of the second customer of the unspecified reception customer service, and service information interaction between the third target customer service and the second customer of the unspecified reception customer service is realized through the fourth service channel.

[0105] In a possible example, the device also includes a third detection unit, which is used to enter the first customer information of the first customer into a waiting queue if it is detected that the designated information indicates that the first customer has not designated a customer service representative to receive him, and the number of customers who have been received during the reference period is less than the preset number of customer service representatives is zero; and determine the fifth customer service representative whose time of stopping receiving customers reaches a preset idle time; and send the waiting queue to the terminal device of the fifth customer service representative so that the fifth customer service representative can select the customer to receive.

[0106] In a possible example, the device also includes a third creation unit, which is used to create a fifth service channel between the terminal device of the fifth customer service and the terminal device of the third customer if the fifth customer service determines to receive the third customer in the waiting queue within a preset selection time, and to realize service information interaction between the fifth customer service and the third customer through the fifth service channel; and if the fifth customer service does not determine the customer to receive within the selection time, randomly determine a fourth customer from the waiting queue, and create a sixth service channel between the terminal device of the fifth customer service and the terminal device of the fourth customer, and to realize service information interaction between the fifth customer service and the fourth customer through the sixth service channel.

[0107] In a possible example, the device also includes a third entry unit, and the third entry unit is used to enter the first customer information of the first customer into the waiting queue if it is detected that the designated information indicates that the first customer has not designated customer service for reception, and the number of customers received within the reference time period is less than the preset number of customer service staff is zero, and the customer information in the waiting queue is arranged in sequence according to the order of entry into the waiting queue; and determine the sixth customer service staff who has stopped receiving customers for a preset idle time; and create a seventh service channel between the terminal device of the sixth customer service staff and the terminal device of the customer arranged at the first place in the waiting queue, and realize service information interaction between the sixth customer service staff and the customer arranged at the first place in the waiting queue through the seventh service channel.

[0108] In a possible example, the apparatus further includes a fourth acquisition unit, which is used to acquire, according to a preset period, information on the number of customers queuing for reception by the second target customer service and arranged before the first customer; and to send the quantity information to the first terminal device.

[0109] In a possible example, the apparatus further includes a sending unit configured to send a preset fourth feedback message welcoming the first customer to the first terminal device.

[0110] The above embodiments can be implemented in whole or in part by software, hardware, firmware or any other combination. When implemented using software, the above embodiments can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions or computer programs. When the computer instructions or computer program are loaded or executed on a computer, the process or function described in the embodiment of the present application is generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable device. The computer instructions can be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another computer-readable storage medium. For example, the computer instructions can be transmitted from one website, computer, server or data center to another website, computer, server or data center via wired or wireless means. The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device such as a server or data center that contains one or more available media sets. The available medium can be a magnetic medium (for example, a floppy disk, a hard disk, a tape), an optical medium (for example, a DVD), or a semiconductor medium. The semiconductor medium can be a solid-state drive.

[0111] An embodiment of the present application also provides a computer storage medium, wherein the computer storage medium stores a computer program for electronic data exchange, and the computer program enables a computer to execute part or all of the steps of any method described in the above method embodiments, and the above computer includes an electronic device.

[0112] An embodiment of the present application further provides a computer program product, which includes a computer program. The computer program is operable to enable a computer to execute part or all of the steps of any method described in the above method embodiments.

[0113] The computer program product may be a software installation package, and the computer includes an electronic device.

[0114] It should be understood that in the various embodiments of the present application, the size of the serial numbers of the above-mentioned processes does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

[0115] In the several embodiments provided in this application, it should be understood that the disclosed methods, devices, and systems can be implemented in other ways. For example, the device embodiments described above are merely schematic; for example, the division of the units is merely a logical function division, and there may be other division methods in actual implementation; for example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed may be through some interfaces, indirect coupling or communication connection of devices or units, which may be electrical, mechanical, or other forms.

[0116] The units described as separate components may or may not be physically separate, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed across multiple network units. Some or all of these units may be selected to achieve the purpose of this embodiment according to actual needs.

[0117] In addition, the functional units in various embodiments of the present invention may be integrated into a single processing unit, each unit may be physically included separately, or two or more units may be integrated into a single unit. The aforementioned integrated units may be implemented in the form of hardware or hardware plus software functional units.

[0118] The above-mentioned integrated unit implemented in the form of a software functional unit can be stored in a computer-readable storage medium. The above-mentioned software functional unit is stored in a storage medium and includes a number of instructions for causing a computer device (which can be a personal computer, server, or network device, etc.) to perform some steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, an optical disk, and other media that can store program code.

[0119] Although the present invention is disclosed above, it is not limited thereto. Any person skilled in the art may readily conceive of variations or substitutions, and may make various modifications and alterations without departing from the spirit and scope of the present invention. Combinations of the above-described functions and implementation steps, including software and hardware implementations, are all within the scope of protection of the present invention.

Claims

1. A resource allocation method based on multidimensional data analysis in customer service scenarios, characterized in that: Applied to a server, the method includes: In response to a first request message from a first customer of a first terminal device, obtaining first customer information of the first customer, the first customer information including a name of the first customer, level information of the first customer, information indicating whether the first customer has designated a customer service representative, and name information of a customer service representative who has served the first customer; If it is detected that the designated information indicates that the first customer designated the first customer service representative to receive the customer, obtaining a first number of customers who are currently queuing for the first customer service representative to receive the customer; If it is detected that the first number value exceeds a preset number of customers to be received, and it is determined based on the name information that the first customer service representative has received the first customer, a selection message is sent to the second terminal device of the first customer service representative, the selection message including the first customer information of the first customer, and the selection message is used to prompt the first customer service representative to decide whether to receive the first customer; If a first feedback message is received from the second terminal device indicating that the first customer service representative has confirmed receiving the first customer, a first service channel is established between the first terminal device and the second terminal device, and service information exchange is implemented between the first customer service representative and the first customer through the first service channel; If a second feedback message is received from the second terminal device indicating that the first customer service representative refuses to receive the first customer, a third feedback message indicating that the customer service representative refuses to receive the first customer is sent to the first terminal device, and at least one second customer service representative is determined based on the first customer's level information and a preset level correspondence table, wherein the level correspondence table includes correspondences between customers of different levels and customer service representatives of different levels. Determine as the first target customer service the second customer service representative who has received the fewest customers within a tracing time period among the at least one second customer service representative, where the tracing time period is a preset time period that has elapsed before the current time point; Creating a second service channel between the first terminal device and a third terminal device of the first target customer service, and implementing service information interaction between the first target customer service and the first customer through the second service channel; If it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and there is at least one third customer service representative whose number of customers received during a reference time period is less than a preset number, then obtaining a second number of customers queued for reception by each of the at least one third customer service representative at the current time point, where the reference time period is a preset length of time that has elapsed before the current time point; Determine, among the at least one third customer service representative, a third customer service representative with the smallest second quantity value as a second target customer service representative; A third service channel is created between the first terminal device and a fourth terminal device of the second target customer service, and service information interaction is implemented between the second target customer service and the first customer through the third service channel.

2. The method according to claim 1, characterized in that If a first feedback message is received from the second terminal device indicating that the first customer service has determined to receive the first customer, a first service channel is established between the first terminal device and the second terminal device, and after service information is exchanged between the first customer service and the first customer through the first service channel, the method further includes: Obtaining second customer information of each second customer who is currently waiting in line for reception by the first customer service representative, and generating a second customer information set, wherein the second customer information includes information on whether a reception customer service representative is designated; If it is detected that the second customer information set contains the second customer information for which no customer service representative is designated, determining the second customer for which no customer service representative is designated based on the second customer information for which no customer service representative is designated, and obtaining the level information of the second customer for which no customer service representative is designated; Determine at least one fourth customer service representative from the level correspondence table according to the level information of the second customer for whom no customer service representative has been designated; Determine, among the at least one fourth customer service representative, a fourth customer service representative with the least number of customers waiting in line for reception at the current time as a third target customer service representative; A fourth service channel is created between the terminal device of the third target customer service and the terminal device of the second customer who has not designated a reception customer service, and service information interaction is realized between the third target customer service and the second customer who has not designated a reception customer service through the fourth service channel.

3. The method according to claim 1, characterized in that After obtaining the first customer information of the first customer in response to the first request message from the first customer of the first terminal device, the method further includes: If it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and the number of customers received by the customer service representative during the reference period is less than the preset number of customers, the first customer information of the first customer is entered into a waiting queue; Determine that the fifth customer service representative has stopped receiving customers for a period of time that reaches the preset idle time; The waiting queue is sent to the terminal device of the fifth customer service so that the fifth customer service can select the customer to receive.

4. The method according to claim 3, characterized in that After sending the waiting queue to the terminal device of the fifth customer service, the method further includes: If the fifth customer service representative determines to receive the third customer in the waiting queue within the preset selection time, a fifth service channel is created between the terminal device of the fifth customer service representative and the terminal device of the third customer, and service information exchange between the fifth customer service representative and the third customer is implemented through the fifth service channel; If the fifth customer service fails to determine the customer to be received within the selected time period, a fourth customer is randomly determined from the waiting queue, and a sixth service channel is created between the terminal device of the fifth customer service and the terminal device of the fourth customer, and service information interaction is realized between the fifth customer service and the fourth customer through the sixth service channel.

5. The method according to claim 1 or 2, characterized in that After obtaining the first customer information of the first customer in response to the first request message from the first customer of the first terminal device, the method further includes: If it is detected that the designated information indicates that the first customer has not designated a customer service representative, and the number of customers received by the customer service representative during the reference period is less than the preset number of customers, the first customer information of the first customer is entered into a waiting queue, and the customer information in the waiting queue is arranged in sequence according to the order in which the customer information is entered into the waiting queue; Determine the sixth customer service representative whose stop receiving customers time reaches the preset idle time; A seventh service channel is created between the terminal device of the sixth customer service and the terminal device of the customer at the first position in the waiting queue, and service information interaction is implemented between the sixth customer service and the customer at the first position in the waiting queue through the seventh service channel.

6. The method according to claim 1 or 2, characterized in that After establishing a third service channel between the first terminal device and a fourth terminal device of the second target customer service, and implementing service information interaction between the second target customer service and the first customer through the third service channel, the method further includes: Obtaining information on the number of customers who are queued before the first customer and waiting to be served by the second target customer service according to a preset period; The quantity information is sent to the first terminal device.

7. The method according to claim 1 or 2, characterized in that After obtaining the first customer information of the first customer in response to the first request message from the first customer of the first terminal device, the method further includes: A preset fourth feedback message welcoming the first customer is sent to the first terminal device.

8. A resource allocation device based on multidimensional data analysis in customer service scenarios, characterized in that: include: a first acquiring unit, configured to acquire, in response to a first request message from a first customer of a first terminal device, first customer information of the first customer, the first customer information including a name of the first customer, level information of the first customer, information indicating whether the first customer has designated a customer service representative, and a name of a customer service representative who has served the first customer; A second acquiring unit is configured to acquire a first number of customers queuing for reception by the first customer service at a current time point if it is detected that the designated information indicates that the first customer designated the first customer service to receive the customer; a first detection unit configured to, if detecting that the first quantity value exceeds a preset waiting-to-receive quantity value and determining, based on the name information, that the first customer service representative has received the first customer, send a selection message to a second terminal device of the first customer service representative, the selection message including the first customer information of the first customer, and prompting the first customer service representative to independently decide whether to receive the first customer; a first receiving unit configured to, upon receiving a first feedback message from the second terminal device indicating that the first customer service has determined to receive the first customer, establish a first service channel between the first terminal device and the second terminal device, and implement service information exchange between the first customer service and the first customer through the first service channel; a second receiving unit configured to, upon receiving a second feedback message from the second terminal device indicating that the first customer service representative refuses to receive the first customer, send a preset third feedback message indicating that the customer is refused to be received to the first terminal device, and determine at least one second customer service representative based on the first customer's level information and a preset level correspondence table, wherein the level correspondence table includes correspondences between customers of different levels and customer service representatives of different levels; a first determining unit, configured to determine, as a first target customer service, a second customer service representative who has received the least number of customers within a tracing time period among the at least one second customer service representative, wherein the tracing time period is a preset time period that has elapsed before a current time point; a first creating unit, configured to create a second service channel between the first terminal device and a third terminal device of the first target customer service, and to implement service information interaction between the first target customer service and the first customer through the second service channel; a second detection unit configured to obtain a second number of customers queued for reception by each of the at least one third customer service representative at a current time point if it is detected that the designated information indicates that the first customer has not designated a customer service representative for reception, and there is at least one third customer service representative whose number of customers received during a reference time period is less than a preset number, where the reference time period is a preset length of time that has elapsed before the current time point; a second determining unit, configured to determine, among the at least one third customer service representative, a third customer service representative with the smallest second quantity value as a second target customer service representative; The second creation unit is used to create a third service channel between the first terminal device and the fourth terminal device of the second target customer service, and to implement service information interaction between the second target customer service and the first customer through the third service channel.

9. An electronic device, characterized in that: include: A processor and a memory, wherein the memory is used to store computer program code, the computer program code includes computer instructions, and when the processor executes the computer instructions, the electronic device performs the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that The computer-readable storage medium stores a computer program, wherein the computer program includes program instructions. When the program instructions are executed by a processor, the processor is caused to perform the method according to any one of claims 1 to 7.

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