Seat service method and device, computer device and storage medium
By prioritizing customer service skill groups and determining their service status, selecting target agents and establishing communication connections, the problems of resource waste and excessively long waiting times in traditional agent services are solved, achieving more efficient resource utilization and customer service.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Patents(China)
- Current Assignee / Owner
- PING AN BANK CO LTD
- Filing Date
- 2022-09-08
- Publication Date
- 2026-05-12
AI Technical Summary
In traditional call center services, service requests using different communication methods result in significant differences in the workload of call center agents, leading to resource waste and excessively long customer wait times.
By receiving service requests from client terminals, the system obtains the priority and service status of multiple customer service skill groups, selects the target customer service skill group, obtains the service status of online agents, selects the target agent based on the status, establishes a communication connection, and supports different types of service requests.
This reduces wasted agent resources and customer wait times, while improving the response speed of service requests and the efficiency of resource utilization.
Smart Images
Figure CN116320163B_ABST
Abstract
Description
Technical Field
[0001] This application relates to the field of communication technology, specifically to a seat service method, apparatus, computer equipment, and storage medium, wherein the storage medium is a computer-readable storage medium. Background Technology
[0002] In traditional agent services, corresponding agents are assigned to handle service requests initiated through different communication methods. However, with the development of instant messaging technology, the workload of agents serving different communication methods varies greatly. For example, the number of people calling customer service by phone to request a connection is less than the number of people initiating VoIP calls through applications. This results in a heavier workload for agents responsible for VoIP calls, while agents responsible for customer service calls are unable to provide assistance, leading to a waste of agent resources and excessively long customer wait times. Summary of the Invention
[0003] This application provides a seat service method, apparatus, computer equipment, and storage medium that can reduce seat resource waste and customer waiting time.
[0004] This application provides a seat service method, including:
[0005] Receive service requests initiated by client terminals;
[0006] In response to the service request, the priority and group service status of multiple customer service skill groups are obtained, and a target customer service skill group is selected from the multiple customer service skill groups according to the priority and the group service status;
[0007] Obtain the online agents in the target customer service skill group, and perform service status detection on different types of services provided by the online agents to obtain the agent service status.
[0008] Based on the agent service status, select a target agent from the target customer service skill group to provide service to the customer terminal;
[0009] A communication connection is established between the target agent and the client terminal based on the communication method initiating the service request from the client terminal.
[0010] Accordingly, this application also provides a seat service device, including:
[0011] The receiving unit is used to receive service requests initiated by client terminals.
[0012] The first selection unit is configured to respond to the service request by obtaining the priority and group service status of multiple customer service skill groups, and select a target customer service skill group from the multiple customer service skill groups according to the priority and the group service status.
[0013] The detection unit is used to acquire online agents in the target customer service skill group and perform service status detection on different types of services of the online agents to obtain the agent service status of the online agents.
[0014] The second selection unit is used to select a target agent from the target customer service skill group to provide services to the customer terminal based on the agent service status.
[0015] The establishment unit is used to establish a communication connection between the target agent and the client terminal based on the communication method of initiating the service request by the client terminal.
[0016] In one embodiment, the second selection unit includes:
[0017] The filtering subunit is used to filter candidate agents whose service status meets the conditions from the online agents of the target customer service skill group;
[0018] The seat selection subunit is used to select the target seat from the candidate seats based on the service recommendation level of the candidate seats.
[0019] In one embodiment, the different types of services correspond to different communication methods, and the agent service device further includes:
[0020] The first state setting unit is used to set the service status of the service corresponding to the target agent and the communication method to a busy state.
[0021] The second state setting unit is used to set the service status of the service corresponding to the communication method of the target agent to an idle state after the communication connection between the target agent and the client terminal is disconnected.
[0022] In one embodiment, the first selection unit includes:
[0023] The first state detection subunit is used to detect the group service status of the customer service skill groups in sequence according to their priority.
[0024] The first selection subunit is used to select the target customer service skill group from the customer service skill groups whose group service status is idle, according to priority, if there are customer service skill groups whose group service status is idle.
[0025] In one embodiment, the first selection unit further includes:
[0026] Get the sub-unit, which is used to get the number of requests in the request queue if the group service status of each customer service skill group is busy.
[0027] The waiting subunit is used to add the service request to the request queue to wait for a response if the number of requests is less than a preset threshold, and to push a queuing message to the terminal.
[0028] In one embodiment, the first selection unit further includes:
[0029] A connection rejection subunit is used to refuse to establish a communication connection with the client terminal if the number of requests is greater than or equal to the preset threshold.
[0030] The message sending subunit is used to send a connection failure message to the client terminal.
[0031] In one embodiment, the service request carries a customer level, and the first selection unit includes:
[0032] A response subunit is used to obtain the priority of multiple customer service skill groups in response to the service request;
[0033] The second state detection subunit is used to detect the group service status of customer service skill groups whose priority matches the customer level.
[0034] The second selection subunit is used to select the target customer service skill group from the customer service skill groups whose priority matches the customer level based on the group service status.
[0035] Accordingly, this application also provides a computer device including a memory and a processor; the memory stores a computer program, and the processor is used to run the computer program in the memory to execute any of the seat service methods provided in this application.
[0036] Accordingly, embodiments of this application also provide a computer-readable storage medium for storing a computer program, which is loaded by a processor to execute any of the agent service methods provided in embodiments of this application.
[0037] Accordingly, this application also provides a computer program product, including a computer program, which, when executed by a processor, implements any of the agent service methods provided in this application.
[0038] This application embodiment receives service requests initiated by client terminals; responds to service requests by acquiring the priorities and service statuses of multiple customer service skill groups, and selects a target customer service skill group from among the multiple customer service skill groups based on the priorities and service statuses; acquires online agents in the target customer service skill group, and performs service status detection on different types of services provided by the online agents to obtain the agent service status; selects a target agent from the target customer service skill group to provide services to the client terminal based on the agent service status; and establishes a communication connection between the target agent and the client terminal based on the communication method used by the client terminal to initiate the service request. In this application embodiment, an agent can support different types of services, and different types of services correspond to service requests initiated through different communication methods. By detecting the service status of different types of services provided by agents, the target agent capable of providing services can be determined, which can reduce agent resource waste and customer waiting time. Attached Figure Description
[0039] To more clearly illustrate the technical solutions in the embodiments of this application, the accompanying drawings used in the description of the embodiments will be briefly introduced below. Obviously, the accompanying drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.
[0040] Figure 1 This is a flowchart of the agent service method provided in the embodiments of this application;
[0041] Figure 2 This is a flowchart of seat selection provided in an embodiment of this application;
[0042] Figure 3 This is a schematic diagram of the seat service device provided in the embodiments of this application;
[0043] Figure 4 This is a schematic diagram of the structure of the computer device provided in the embodiments of this application. Detailed Implementation
[0044] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.
[0045] This application provides a seat service method, apparatus, computer device, and computer-readable storage medium. The seat service apparatus can be integrated into a computer device, which can be a server or a terminal, etc.
[0046] The terminal may include mobile phones, wearable smart devices, tablets, laptops, personal computers (PCs), and in-vehicle computers, etc.
[0047] The server can be a standalone physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms.
[0048] The following sections provide detailed descriptions of each example. It should be noted that the order in which the embodiments are described is not intended to limit the preferred order of the embodiments.
[0049] This embodiment will be described from the perspective of a seat service device, which can be integrated into a computer device, such as a server or a terminal.
[0050] This application provides a seat service method, such as... Figure 1 As shown, the specific process of this agent service method can be as follows:
[0051] 101. Receive service requests initiated by client terminals.
[0052] The client terminal may include landline phones, mobile phones, wearable smart devices, tablets, laptops, personal computers (PCs), and in-vehicle computers, etc.
[0053] The service request is used to request the establishment of a communication connection with the agent to obtain the corresponding service.
[0054] For example, customers can initiate service requests by dialing customer service numbers through landlines or mobile phones, or by initiating network call requests through client software on their terminals, or by taking a number from a machine in the service hall.
[0055] 102. In response to a service request, obtain the priority and service status of multiple customer service skill groups, and select the target customer service skill group from the multiple customer service skill groups based on the priority and service status.
[0056] The priority indicates the order in which customer service skill groups provide services. For example, customer service skill groups with higher priority are selected to serve customers first.
[0057] The group service status can include a busy status and an idle status. A busy status means that every agent in the customer service skill group is providing service, i.e., the agent is in a busy state. An idle status means that there are agents in the customer service skill group who are idle and can provide service.
[0058] For example, it could involve responding to service requests, detecting the group service status of multiple customer service skill groups, identifying customer service skill groups with an idle group service status, and selecting the customer service skill group with the highest priority from among the customer service skill groups with an idle group service status as the target customer service skill group.
[0059] Optionally, the group service status of customer service skill groups can be checked sequentially according to their priority. When a group service status is found to be idle, that customer service skill group is identified as the target customer service skill group. This reduces the number of times the group service status of customer skills is checked, improves processing efficiency, and speeds up the response to service requests. Specifically, the step "selecting the target customer service skill group from multiple customer service skill groups based on priority and group service status" can include:
[0060] Based on the priority of customer service skill groups, check the group service status of each customer service skill group in turn.
[0061] If a customer service skill group has an idle service status, the target customer service skill group will be selected from those idle customer service skill groups based on priority.
[0062] For example, the service status of customer service skill groups can be checked sequentially according to their priority. For instance, the customer service skill groups can be checked sequentially in descending order of priority. When a customer service skill group with an idle service status is detected, that customer service skill group is identified as the target customer service skill group.
[0063] For example, the customer service skill sets and their corresponding levels are shown in the table below:
[0064] Customer service skills group Priority Reassuring Secretary Management Skills Group 1 Credit Card Diamond Skills Set 2 Platinum High-Skill Group 3 Platinum Skills Group 4 Platinum Low-Skill Group 5
[0065] like Figure 2 As shown, customers initiate service requests through customer service portals, which can include customer service phone calls, VoIP, and online services. Service requests are then routed through a unified dispatching system. Optionally, service requests can be filtered, allowing only those from a pre-defined list to be routed through the unified dispatching system. Specifically, the system first checks if the "Safe Secretary Management" skill group is available. If so, the service is dispatched to the "Safe Secretary Management" skill group (i.e., the online agents of the "Safe Secretary Management" skill group provide the service for the request). If not, it checks if the "Credit Card Diamond" skill group is available.
[0066] If the Credit Card Diamond Skill Group is available, then the task is assigned to the Credit Card Diamond Skill Group. If the Credit Card Diamond Skill Group is busy, then it is determined whether the Platinum High Skill Group is available.
[0067] If the Platinum High-Skill Group is available, then the task will be assigned to the Platinum High-Skill Group. If the Platinum High-Skill Group is busy, then it will be determined whether the Platinum Medium-Skill Group is available.
[0068] If the Platinum skill group is available, then assign the task to the Platinum skill group; if the Platinum skill group is busy, then determine if the Platinum low skill group is available.
[0069] If the Platinum Low-Skill Group is available, the task will be assigned to the Platinum Low-Skill Group. If the Platinum Low-Skill Group is busy, the service request will be added to the request queue to wait for a response.
[0070] If no agent is currently available to provide service, the service request can be added to a queue and processed when an agent becomes available. In one embodiment, after the step "checking the group service status of customer service skill groups according to their priority," the method may further include:
[0071] If the group service status of each customer service skill group is busy, then get the number of requests in the request queue.
[0072] If the number of requests is less than a preset threshold, the service requests will be added to the request queue to wait for a response, and a queue waiting message will be pushed to the terminal.
[0073] For example, if the service status of each customer service skill group is busy, it means that there is currently no agent available to serve the customer. In this case, the number of requests in the request queue is obtained. The request queue is used to store service requests that cannot be processed temporarily. In order to avoid the number of requests in the request queue being too large, which would cause the customer's queuing time to be too long and affect the user experience, the service request can be added to the request queue when the number of requests in the request queue is less than a preset threshold, and wait for a response.
[0074] When an agent terminates their service, the server or terminal retrieves the service request waiting for a response from the request queue and processes the service request.
[0075] If the number of requests in the request queue is greater than or equal to a preset threshold, it indicates that there are many customers waiting for service. To improve service quality, customers can be prompted to contact customer service later and informed of the reason. In one embodiment, after the step "if the group service status of each customer service skill group is busy, then obtain the number of requests in the request queue", the method further includes:
[0076] If the number of requests is greater than or equal to a preset threshold, communication connections with the client terminal will be refused.
[0077] Send a connection failure message to the client terminal.
[0078] For example, if the number of requests in the request queue is greater than or equal to a preset threshold, the connection with the client terminal will be refused, such as cutting off the call connection initiated by the client terminal.
[0079] Optionally, the target customer skill group for serving the customer can be determined based on the customer's level. In one embodiment, the service request carries the customer's level, and the step "in response to the service request, obtain the priority and group service status of multiple customer service skill groups, and select the target customer service skill group from the multiple customer service skill groups according to the priority and group service status" may specifically include:
[0080] Prioritize multiple customer service skill groups in response to service requests;
[0081] Detect the group service status of customer service skill groups that match customer level with priority;
[0082] Select the target customer service skill group from the customer service skill groups whose priority matches the customer level, based on the group service status.
[0083] For example, in response to a service request, the system can prioritize multiple customer skill groups and select the customer skill groups whose priority matches the customer level. For instance, customer levels can be divided into senior members, members, and ordinary members. The priority of customer skill groups includes six levels, and the two customer skill groups with the highest priority match the senior member level.
[0084] 103. Obtain the online agents in the target customer service skill group, and perform service status checks on different types of services provided by the online agents to obtain the agent service status.
[0085] The online agents can include logged-in agents, and each agent can correspond to a customer service representative. When a customer service representative checks in, their corresponding agent becomes an online agent. Optionally, the customer service representative can log in through the management system. When a customer service representative logs in, the customer service representative is automatically checked into the dispatch component. The dispatch component is used to execute steps 102-103, and the dispatch component updates the agent corresponding to the customer service representative to an online agent.
[0086] Each agent can provide multiple types of services, each corresponding to a different communication method. Communication methods can include telephone calls, such as making a customer call, or network communication, such as making a VoIP call, or instant messaging (IM). If an agent answers a call, the service status corresponding to the telephone call will be switched to busy. If an agent provides service to a customer terminal via network communication, the service status corresponding to the network communication service will be switched to busy.
[0087] For example, it could involve detecting the service status of different types of services for each online agent in the target customer service skill group to obtain the service status of each type of service.
[0088] The service status of online agents can be obtained based on the service status of each type of service. When all service types of an online agent have an idle status, the service status of that online agent is idle; otherwise, the service status of that online agent is busy.
[0089] For example, online agents can provide services including telephone service, online service, and offline service. Telephone service includes answering calls made by dialing the service hotline; online service includes answering calls initiated by instant messaging, establishing instant messaging connections with client terminals, etc.; when an agent's service status is idle, the online agent can be dispatched.
[0090] Telephone service Network services Offline services agent service status Busy Busy yes no idle idle yes no Busy idle yes no idle Busy yes no Busy Busy no no idle idle no yes idle Busy no no Busy idle no yes
[0091] 104. Based on the agent service status, select the target agent from the target customer service skill group to provide service to the customer terminal.
[0092] For example, you could select an online agent whose service status is idle from the target customer service skill group as the target agent.
[0093] Optionally, based on the ratings of online agents whose service status is idle, such as service recommendation level, agents with higher ratings can be prioritized for service. In one embodiment, the step "selecting target agents to provide service to the client terminal from the target customer service skill group based on agent service status" may specifically include:
[0094] From the online agents in the target customer service skill group, filter candidate agents whose service status meets the criteria;
[0095] Select the target agent from the candidate agents based on their service recommendation rating.
[0096] Among them, the service recommendation score can be calculated based on the customer ratings of the online agent's services in the past. The service recommendation score can be the Net Promoter Score (NPS), also known as the Net Promoter Score.
[0097] For example, one could select online agents whose service status is idle from the online agents in the target customer's skill group as candidate agents, and then select the candidate agents whose service recommendation level meets the criteria as target agents. For example, the candidate agent with the highest service recommendation level could be selected as the target agent.
[0098] 105. Establish a communication connection between the target agent and the client terminal based on the communication method of initiating service requests from the client terminal.
[0099] For example, it could be a communication method based on a client terminal initiating a service request, establishing a communication connection between the target agent and the client terminal.
[0100] After the target agent establishes a communication connection with the client terminal, the target agent can provide services to the client terminal through this communication connection. At this time, the target agent cannot provide services to other clients, and the service status of the service corresponding to the target agent and the communication connection needs to be set to a busy state. That is, in one embodiment, different types of services correspond to different communication methods. The step "establishing a communication connection between the target agent and the client terminal based on the communication method of the client terminal initiating a service request" further includes the agent service method provided in this application embodiment:
[0101] Set the service status of the service corresponding to the target agent and communication method to busy;
[0102] When the communication connection between the target agent and the client terminal is broken, the service status of the service corresponding to the target agent and the communication method is set to idle.
[0103] For example, the service status of the service corresponding to the target agent and the communication method can be set to busy. Then, when processing service requests initiated by other terminals after this service request, the target agent will not be selected from the online agents because the agent service status is busy.
[0104] When the target agent finishes providing service to the client terminal, the communication connection between the target agent and the client terminal is disconnected. The service status of the target agent and the service corresponding to the communication method is set to idle, indicating that the target agent can provide service again. This allows the target agent to be selected to provide service to the client when other service requests are received.
[0105] As described above, this embodiment of the application receives service requests initiated by client terminals; responds to service requests by obtaining the priorities and service status of multiple customer service skill groups, and selects a target customer service skill group from the multiple customer service skill groups based on the priorities and service status; obtains online agents in the target customer service skill group, and performs service status detection on different types of services provided by the online agents to obtain the agent service status; selects a target agent from the target customer service skill group to provide services to the client terminal based on the agent service status; and establishes a communication connection between the target agent and the client terminal based on the communication method used by the client terminal to initiate the service request. In this embodiment, an agent can support different types of services, and different types of services correspond to service requests initiated through different communication methods. By detecting the service status of different types of services provided by agents, the target agent capable of providing services can be determined, which can reduce agent resource waste and customer waiting time.
[0106] To facilitate better implementation of the agent service method provided in the embodiments of this application, an agent service device is also provided in one embodiment. The meanings of the terms used are the same as in the aforementioned agent service method, and specific implementation details can be found in the description of the method embodiments.
[0107] The agent service device can be integrated into a computer device, such as... Figure 3 As shown, the agent service device may include: a receiving unit 301, a first selection unit 302, a detection unit 303, a second selection unit 304, and an establishment unit 305, as detailed below:
[0108] (1) Receiving unit 301: used to receive service requests initiated by client terminals.
[0109] (2) First selection unit 302: used to obtain the priority and group service status of multiple customer service skill groups in response to a service request, and select the target customer service skill group from multiple customer service skill groups according to the priority and group service status.
[0110] In one embodiment, the first selection unit 302 may include a first state detection subunit and a first selection subunit, specifically:
[0111] First Status Detection Subunit: Used to detect the group service status of customer service skill groups in sequence according to their priority.
[0112] First selection sub-unit: If a customer service skill group exists and its group service status is idle, then select the target customer service skill group from the customer service skill groups whose group service status is idle according to priority.
[0113] In one embodiment, the first selection unit 302 may further include an acquisition subunit and a waiting subunit, specifically:
[0114] Get Sub-unit: Used to get the number of requests in the request queue if the group service status of each customer service skill group is busy;
[0115] Waiting subunit: If the number of requests is less than a preset threshold, the service request will be added to the request queue to wait for a response, and a queue waiting message will be pushed to the terminal.
[0116] In one embodiment, the first selection unit 302 may further include a connection rejection subunit and a message sending subunit, specifically:
[0117] Connection Rejection Subunit: Used to reject communication connections with client terminals if the number of requests is greater than or equal to a preset threshold;
[0118] Message sending subunit: Used to send connection failure messages to client terminals.
[0119] In one embodiment, the service request carries a client level, and the first selection unit 302 may include a response subunit, a second status detection subunit, and a second selection subunit, specifically:
[0120] Response subunit: Used to retrieve the priority of multiple customer service skill groups in response to service requests;
[0121] The second status detection subunit is used to detect the group service status of customer service skill groups whose priority matches the customer level.
[0122] The second selection sub-unit is used to select the target customer service skill group from customer service skill groups that match the priority and customer level based on the group service status.
[0123] (3) Detection unit 303: used to obtain online agents in the target customer service skill group, and to detect the service status of different types of online agents to obtain the agent service status of online agents.
[0124] (4) Second selection unit 304: used to select a target agent from the target customer service skill group to provide services to the customer terminal based on the agent service status.
[0125] In one embodiment, the second selection unit 304 may include a filtering subunit and a seat selection subunit, specifically:
[0126] Filtering sub-unit: Used to filter candidate agents whose service status meets the criteria from the online agents of the target customer service skill group;
[0127] Seat Selection Sub-unit: Used to select the target seat from the candidate seats based on the service recommendation level of the candidate seats.
[0128] In one embodiment, different types of services correspond to different communication methods, and the agent service device may further include a first state setting unit and a second state setting unit, specifically:
[0129] First state setting unit: used to set the service status of the service corresponding to the target agent and the communication method to busy state;
[0130] Second state setting unit: used to set the service status of the target agent and the service corresponding to the communication method to idle state when the communication connection between the target agent and the client terminal is disconnected.
[0131] (5) Establishment Unit 305: Used for establishing a communication connection between the target agent and the client terminal based on the communication method of initiating a service request based on the client terminal.
[0132] As described above, in this embodiment, the agent service device receives service requests initiated by client terminals through receiving unit 301; the first selection unit 302 responds to the service request by obtaining the priorities and service status of multiple customer service skill groups, and selects a target customer service skill group from the multiple customer service skill groups according to the priorities and service status; the detection unit 303 obtains online agents in the target customer service skill group, and performs service status detection on different types of services of online agents to obtain the agent service status of online agents; the second selection unit 304 selects a target agent to provide services to the client terminal from the target customer service skill group according to the agent service status; finally, the establishment unit 305 establishes a communication connection between the target agent and the client terminal based on the communication method of the service request initiated by the client terminal. In this embodiment, an agent can support different types of services, and different types of services correspond to service requests initiated through different communication methods. By detecting the service status of different types of services of agents, the target agent that can provide services can be determined, which can reduce the waste of agent resources and customer waiting time.
[0133] This application also provides a computer device, which can be a terminal or a server, such as... Figure 4 As shown, it illustrates a structural schematic diagram of the computer device involved in the embodiments of this application, specifically:
[0134] The computer device may include components such as a processor 1001 with one or more processing cores, a memory 1002 with one or more computer-readable storage media, a power supply 1003, and an input unit 1004. Those skilled in the art will understand that... Figure 4 The computer device structure shown does not constitute a limitation on the computer device and may include more or fewer components than shown, or combine certain components, or have different component arrangements. Wherein:
[0135] The processor 1001 is the control center of the computer device. It connects various parts of the computer device via various interfaces and lines. By running or executing software programs and / or modules stored in the memory 1002, and by calling data stored in the memory 1002, it performs various functions of the computer device and processes data, thereby providing overall monitoring of the computer device. Optionally, the processor 1001 may include one or more processing cores; preferably, the processor 1001 may integrate an application processor and a modem processor, wherein the application processor mainly handles the operating system, user interface, and computer programs, and the modem processor mainly handles wireless communication. It is understood that the modem processor may not be integrated into the processor 1001.
[0136] The memory 1002 can be used to store software programs and modules. The processor 1001 executes various functional applications and data processing by running the software programs and modules stored in the memory 1002. The memory 1002 may mainly include a program storage area and a data storage area. The program storage area may store the operating system, computer programs required for at least one function (such as sound playback function, image playback function, etc.), etc.; the data storage area may store data created according to the use of the computer device, etc. In addition, the memory 1002 may include high-speed random access memory, and may also include non-volatile memory, such as at least one disk storage device, flash memory device, or other volatile solid-state storage device. Accordingly, the memory 1002 may also include a memory controller to provide the processor 1001 with access to the memory 1002.
[0137] The computer equipment also includes a power supply 1003 that supplies power to the various components. Preferably, the power supply 1003 can be logically connected to the processor 1001 through a power management system, thereby enabling functions such as charging, discharging, and power consumption management through the power management system. The power supply 1003 may also include one or more DC or AC power supplies, recharging systems, power fault detection circuits, power converters or inverters, power status indicators, and other arbitrary components.
[0138] The computer device may also include an input unit 1004, which can be used to receive input digital or character information and generate keyboard, mouse, joystick, optical or trackball signal inputs related to user settings and function control.
[0139] Although not shown, the computer device may also include a display unit, etc., which will not be described in detail here. Specifically, in this embodiment, the processor 1001 in the computer device loads the executable files corresponding to the processes of one or more computer programs into the memory 1002 according to the following instructions, and the processor 1001 runs the computer programs stored in the memory 1002 to realize various functions, as follows:
[0140] Receive service requests initiated by client terminals;
[0141] In response to a service request, the system retrieves the priority and service status of multiple customer service skill groups, and selects the target customer service skill group from the multiple customer service skill groups based on the priority and service status.
[0142] Obtain online agents from the target customer service skill group, and perform service status checks on different types of services provided by online agents to obtain the agent service status.
[0143] Based on the agent service status, select the target agent from the target customer service skill group to provide service to the customer terminal;
[0144] A communication connection is established between the target agent and the client terminal by initiating a service request based on the communication method of the client terminal.
[0145] For details on the implementation of each of the above operations, please refer to the previous examples, which will not be repeated here.
[0146] As can be seen from the above, the computer device in this embodiment can receive service requests initiated by client terminals; respond to the service requests by obtaining the priorities and service status of multiple customer service skill groups, and select a target customer service skill group from the multiple customer service skill groups according to the priorities and service status; obtain online agents in the target customer service skill group, and perform service status detection on different types of services of the online agents to obtain the agent service status of the online agents; select a target agent to provide services to the client terminal from the target customer service skill group according to the agent service status; and establish a communication connection between the target agent and the client terminal based on the communication method of the service request initiated by the client terminal. In this embodiment, an agent can support different types of services, and different types of services correspond to service requests initiated through different communication methods. By detecting the service status of different types of services of the agent, the target agent that can provide services can be determined, which can reduce the waste of agent resources and customer waiting time.
[0147] According to one aspect of this application, a computer program product is provided, comprising a computer program containing computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the methods provided in the various optional implementations of the above embodiments.
[0148] Those skilled in the art will understand that all or part of the steps in the various methods of the above embodiments can be performed by a computer program, or by a computer program controlling related hardware. The computer program can be stored in a computer-readable storage medium and loaded and executed by a processor.
[0149] Therefore, embodiments of this application provide a computer-readable storage medium storing a computer program that can be loaded by a processor to execute any of the agent service methods provided in embodiments of this application.
[0150] For details on the implementation of each of the above operations, please refer to the previous examples, which will not be repeated here.
[0151] The computer-readable storage medium may include: read-only memory (ROM), random access memory (RAM), disk or optical disk, etc.
[0152] Since the computer program stored in the computer-readable storage medium can execute any of the agent service methods provided in the embodiments of this application, the beneficial effects that any of the agent service methods provided in the embodiments of this application can achieve can be realized, as detailed in the preceding embodiments, and will not be repeated here.
[0153] The above provides a detailed description of a seat service method, apparatus, computer device, and computer-readable storage medium provided in the embodiments of this application. Specific examples have been used to illustrate the principles and implementation methods of this application. The description of the above embodiments is only for the purpose of helping to understand the method and core ideas of this application. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of this application. Therefore, the content of this specification should not be construed as a limitation of this application.
Claims
1. A seated customer service method, characterized in that, include: Receive service requests initiated by client terminals; In response to the service request, the priority and group service status of multiple customer service skill groups are obtained, and a target customer service skill group is selected from the multiple customer service skill groups according to the priority and the group service status; The system retrieves online agents from the target customer service skill group and performs service status checks on different types of services provided by these agents to determine their service status. The online agents are those that are logged in. The service status is determined based on the agent's status in each service type: if all service types are idle, the agent's service status is idle; otherwise, it is busy. Based on the agent service status, select a target agent from the target customer service skill group to provide service to the customer terminal; A communication connection is established between the target agent and the client terminal based on the communication method of initiating the service request from the client terminal. The step of selecting a target customer service skill group from the plurality of customer service skill groups based on the priority and the group service status includes: Based on the priority of the customer service skill groups, the group service status of the customer service skill groups is checked sequentially. If a customer service skill group has an idle service status, the target customer service skill group is selected from the customer service skill groups with an idle service status according to priority. The idle service status of the customer service skill group indicates that there are agents in the customer service skill group who are in an idle state.
2. The method according to claim 1, characterized in that, The step of selecting a target agent to provide service to the customer terminal from the target customer service skill group based on the agent service status includes: From the online agents of the target customer service skill group, select candidate agents whose service status meets the conditions; The target agent is selected from the candidate agents based on their service recommendation rating.
3. The method according to claim 1, characterized in that, The different types of services correspond to different communication methods. After establishing a communication connection between the target agent and the client terminal based on the communication method that initiates the service request from the client terminal, the method further includes: Set the service status of the service corresponding to the target agent and the communication method to busy status; When the communication connection between the target agent and the client terminal is broken, the service status of the service corresponding to the target agent and the communication method is set to idle.
4. The method according to claim 1, characterized in that, After sequentially checking the group service status of the customer service skill groups according to their priority, the method further includes: If the group service status of each customer service skill group is busy, then get the number of requests in the request queue. If the number of requests is less than a preset threshold, the service request is added to the request queue to wait for a response, and a queuing message is pushed to the terminal.
5. The method according to claim 4, characterized in that, If the group service status of each customer service skill group is busy, after obtaining the number of requests in the request queue, the method further includes: If the number of requests is greater than or equal to the preset threshold, then communication connection with the client terminal is refused. Send a connection failure message to the client terminal.
6. The method according to any one of claims 1-3, characterized in that, The service request carries a customer level. The response to the service request retrieves the priority and service status of multiple customer service skill groups, and selects a target customer service skill group from the multiple customer service skill groups based on the priority and service status, including: In response to the service request, prioritize multiple customer service skill groups; Detect the group service status of customer service skill groups whose priority matches the customer level; Based on the group service status, select the target customer service skill group from the customer service skill groups whose priority matches the customer level.
7. A seat service device, characterized in that, include: The receiving unit is used to receive service requests initiated by client terminals. The first selection unit is configured to respond to the service request by obtaining the priority and group service status of multiple customer service skill groups, and select a target customer service skill group from the multiple customer service skill groups according to the priority and the group service status. The detection unit is used to acquire online agents in the target customer service skill group and detect the service status of different types of services provided by the online agents to obtain the agent service status. The online agents are logged-in agents, and the agent service status is determined based on the service status of each type of service: when the service status of all types of services for the online agent is idle, the agent service status is idle; otherwise, the agent service status is busy. The second selection unit is used to select a target agent from the target customer service skill group to provide services to the customer terminal based on the agent service status. The establishment unit is used to establish a communication connection between the target agent and the client terminal based on the communication method of initiating the service request by the client terminal; The step of selecting a target customer service skill group from the plurality of customer service skill groups based on the priority and the group service status includes: Based on the priority of the customer service skill groups, the group service status of the customer service skill groups is checked sequentially. If a customer service skill group has an idle service status, the target customer service skill group is selected from the customer service skill groups with an idle service status according to priority. The idle service status of the customer service skill group indicates that there are agents in the customer service skill group who are in an idle state.
8. A computer device, characterized in that, It includes a memory and a processor; the memory stores a computer program, and the processor is used to run the computer program in the memory to perform the seat service method according to any one of claims 1 to 6.
9. A computer-readable storage medium, characterized in that, The computer-readable storage medium is used to store a computer program, which is loaded by a processor to perform the agent service method according to any one of claims 1 to 6.