Resource scheduling method for customer service scene, computer device and storage medium

Abstract

The application discloses a customer service scene resource scheduling method, computer equipment and a storage medium. The method comprises the following steps: obtaining customer resources to be scheduled; dividing the customer resources into a plurality of customer resource blocks; determining a target customer resource block in the plurality of customer resource blocks; determining a target customer service resource block corresponding to the target customer resource block in a plurality of preset customer service resource blocks, wherein the plurality of preset customer service resource blocks are distributed in a plurality of server nodes; and distributing the target customer resource block to a server node where the target customer service resource block is located, so that a customer service in the target customer service resource block provides customer service to a customer in the target customer resource block. According to the application, the customer resources are divided into small blocks, and the small blocks are matched with customer service resource blocks distributed in each server node, distributed scheduling is realized, and the resource scheduling efficiency of the customer service scene is improved.

Description

Technical Field

[0001] This application relates to the field of customer service technology, specifically to a resource scheduling method, computer equipment, and storage medium for a customer service scenario. Background Technology

[0002] In customer service scenarios, efficiently allocating customers to appropriate customer service resources is crucial and challenging; this step is known as dispatching and allocation. Customers and customer service representatives typically possess diverse attributes, and sectors like logistics have high demands for customer service quality, making customer service business scenarios quite complex.

[0003] Existing scheduling mechanisms have many shortcomings in complex business scenarios. For example, during peak business periods, scheduling strategies are not efficient enough, leading to long customer queues and a poor customer experience. Summary of the Invention

[0004] This application provides a resource scheduling method, computer equipment, and storage medium for customer service scenarios, aiming to improve the resource scheduling efficiency of customer service scenarios.

[0005] On the one hand, this application provides a resource scheduling method for customer service scenarios, including:

[0006] Acquire customer resources to be scheduled;

[0007] The customer resources are divided into multiple customer resource blocks;

[0008] Identify the target customer resource block among the multiple customer resource blocks;

[0009] Among multiple preset customer service resource blocks, a target customer service resource block corresponding to the target customer resource block is determined, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0010] The target customer resource block is allocated to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block can provide customer service to the customers in the target customer resource block.

[0011] In some embodiments, the step of dividing the customer resources into multiple customer resource blocks includes:

[0012] Obtain customer attributes for each customer in the customer resources, wherein the customer attributes include the customer's channel source and / or the type of service required;

[0013] According to the customer attributes, the customer resources are divided into multiple customer resource blocks.

[0014] In some embodiments, the step of determining a target customer resource block among the plurality of customer resource blocks includes:

[0015] In the customer resources, determine the number of customers for each of the customer attributes;

[0016] Based on the number of customers, determine the target customer attribute among the multiple customer attributes;

[0017] The target customer resource block is determined based on the customer resource block to which the customer with the target customer attributes belongs.

[0018] In some embodiments, prior to the step of obtaining the customer resources to be scheduled, the method further includes:

[0019] Obtain customer service resources to be scheduled;

[0020] According to the current partitioning strategy, the customer service resources are divided into multiple preset customer service resource blocks. The current partitioning strategy includes at least one of the following: whether the customer service representatives in the customer service resources are available, the types of services that the customer service representatives in the customer service resources can handle, and the number of customers that the customer service representatives in the customer service resources can handle.

[0021] The preset customer service resource blocks are distributed and deployed on multiple server nodes.

[0022] In some embodiments, after the step of obtaining the customer service resources to be scheduled, the method further includes:

[0023] According to the preset backup partitioning strategy, the customer service resources are divided into multiple backup customer service resource blocks;

[0024] The multiple backup customer service resource blocks are distributed and cached on multiple server nodes;

[0025] After the step of distributing the multiple preset customer service resource blocks across the multiple server nodes, the method further includes:

[0026] If a switching instruction for the backup partitioning strategy is received, the preset customer service resource blocks deployed on each of the server nodes will be replaced with the backup customer service resource blocks cached on the server nodes.

[0027] In some embodiments, the step of determining the target customer service resource block that matches the target customer resource block among a plurality of preset customer service resource blocks includes:

[0028] Obtain service data for each of the preset customer service resource blocks, wherein the service data includes at least one of the following: the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block;

[0029] Based on the service data of each preset customer service resource block, obtain the matching degree value between the preset customer service resource block and the target customer resource block;

[0030] Based on the matching degree value, a target customer service resource block that matches the target customer resource block is determined.

[0031] In some embodiments, after the step of allocating the target customer resource block to the server node where the target customer resource block is located, the method further includes:

[0032] Obtain the service capacity saturation of the target customer service resource block;

[0033] If the service capacity saturation is greater than the saturation threshold, increase the number of customer service resource blocks deployed on the server node where the target customer service resource block is located.

[0034] In some embodiments, the step of determining the target customer service resource block corresponding to the target customer resource block among a plurality of preset customer service resource blocks includes:

[0035] Obtain the customer service history records of the customers in the target customer resource block;

[0036] Among the customer service representatives in the multiple preset customer service resource blocks, identify the target customer service representative that exists in the customer service history record;

[0037] Send the customer service information of the target customer to the terminal where the customer in the target customer resource block is located;

[0038] If a confirmation instruction for customer service information for the target customer service representative is received, the preset customer service resource block where the target customer service representative is located is used as the target customer service resource block.

[0039] On the other hand, embodiments of this application provide a resource scheduling device for a customer service scenario, the resource scheduling device for the customer service scenario including:

[0040] The acquisition module is used to acquire customer resources to be scheduled.

[0041] The partitioning module is used to divide the customer resources into multiple customer resource blocks;

[0042] The determination module is used to determine the target customer resource block among the multiple customer resource blocks;

[0043] The determining module is further configured to determine, among multiple preset customer service resource blocks, a target customer service resource block corresponding to the target customer resource block, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0044] The allocation module is used to allocate the target customer resource block to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block can provide customer service to the customers in the target customer resource block.

[0045] In some embodiments, the partitioning module is specifically used for:

[0046] Obtain customer attributes for each customer in the customer resources, wherein the customer attributes include the customer's channel source and / or the type of service required;

[0047] According to the customer attributes, the customer resources are divided into multiple customer resource blocks.

[0048] In some embodiments, the partitioning module is specifically used for:

[0049] In the customer resources, determine the number of customers for each of the customer attributes;

[0050] Based on the number of customers, determine the target customer attribute among the multiple customer attributes;

[0051] The target customer resource block is determined based on the customer resource block to which the customer with the target customer attributes belongs.

[0052] In some embodiments, the acquisition module is further configured to:

[0053] Obtain customer service resources to be scheduled;

[0054] According to the current partitioning strategy, the customer service resources are divided into multiple preset customer service resource blocks. The current partitioning strategy includes at least one of the following: whether the customer service representatives in the customer service resources are available, the types of services that the customer service representatives in the customer service resources can handle, and the number of customers that the customer service representatives in the customer service resources can handle.

[0055] The preset customer service resource blocks are distributed and deployed on multiple server nodes.

[0056] In some embodiments, the acquisition module is further configured to:

[0057] According to the preset backup partitioning strategy, the customer service resources are divided into multiple backup customer service resource blocks;

[0058] The multiple backup customer service resource blocks are distributed and cached on multiple server nodes;

[0059] If a switching instruction for the backup partitioning strategy is received, the preset customer service resource blocks deployed on each of the server nodes will be replaced with the backup customer service resource blocks cached on the server nodes.

[0060] In some embodiments, the determining module is specifically used for:

[0061] Obtain service data for each of the preset customer service resource blocks, wherein the service data includes at least one of the following: the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block;

[0062] Based on the service data of each preset customer service resource block, obtain the matching degree value between the preset customer service resource block and the target customer resource block;

[0063] Based on the matching degree value, a target customer service resource block that matches the target customer resource block is determined.

[0064] In some embodiments, the allocation module is further configured to:

[0065] Obtain the service capacity saturation of the target customer service resource block;

[0066] If the service capacity saturation is greater than the saturation threshold, increase the number of customer service resource blocks deployed on the server node where the target customer service resource block is located.

[0067] In some embodiments, the determining module is specifically used for:

[0068] Obtain the customer service history records of the customers in the target customer resource block;

[0069] Among the customer service representatives in the multiple preset customer service resource blocks, identify the target customer service representative that exists in the customer service history record;

[0070] Send the customer service information of the target customer to the terminal where the customer in the target customer resource block is located;

[0071] If a confirmation instruction for customer service information for the target customer service representative is received, the preset customer service resource block where the target customer service representative is located is used as the target customer service resource block.

[0072] On the other hand, this application also provides a computer device, the computer device comprising:

[0073] One or more processors;

[0074] Memory; and

[0075] One or more applications, wherein the one or more applications are stored in the memory and configured to be executed by the processor to implement the steps in the resource scheduling method for any of the customer service scenarios described above.

[0076] On the other hand, this application also provides a computer-readable storage medium having a computer program stored thereon, the computer program being loaded by a processor to perform the steps in the resource scheduling method for any of the customer service scenarios described in the present application.

[0077] This application provides a resource scheduling method, computer device, and storage medium for customer service scenarios. The method includes: acquiring customer resources to be scheduled; dividing the customer resources into multiple customer resource blocks; determining a target customer resource block among the multiple customer resource blocks; determining a target customer service resource block corresponding to the target customer resource block among multiple preset customer service resource blocks, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes; and allocating the target customer resource block to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block provide customer service to the customers in the target customer resource block. This application embodiment achieves distributed scheduling by dividing customer resources into small blocks and matching them with customer service resource blocks distributed across various server nodes, thereby improving the resource scheduling efficiency of customer service scenarios. Attached Figure Description

[0078] 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.

[0079] Figure 1 This is a flowchart illustrating an embodiment of the resource scheduling method for a customer service scenario provided in this application.

[0080] Figure 2 This is a flowchart illustrating another embodiment of the resource scheduling method for a customer service scenario provided in this application.

[0081] Figure 3 This is a flowchart illustrating another embodiment of the resource scheduling method for a customer service scenario provided in this application.

[0082] Figure 4 This is a flowchart illustrating another embodiment of the resource scheduling method for a customer service scenario provided in this application.

[0083] Figure 5This is a schematic diagram of an embodiment of the resource scheduling device for a customer service scenario provided in this application.

[0084] Figure 6 This is a schematic diagram of the terminal structure of an embodiment of the computer device provided in this application. Detailed Implementation

[0085] 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.

[0086] In the description of this application, it should be understood that the terms "center," "longitudinal," "lateral," "length," "width," "thickness," "upper," "lower," "front," "rear," "left," "right," "vertical," "horizontal," "top," "bottom," "inner," and "outer," etc., indicating orientation or positional relationships based on the orientation or positional relationships shown in the accompanying drawings, are used only for the convenience of describing this application and simplifying the description, and do not indicate or imply that the device or element referred to must have a specific orientation, or be constructed and operated in a specific orientation, and therefore should not be construed as a limitation of this application. Furthermore, the terms "first" and "second" are used for descriptive purposes only and should not be construed as indicating or implying relative importance or implicitly specifying the number of indicated technical features. Thus, features defined with "first" and "second" may explicitly or implicitly include one or more of the stated features. In the description of this application, "a plurality of" means two or more, unless otherwise explicitly specified.

[0087] In this application, the term "exemplary" is used to mean "used as an example, illustration, or description." Any embodiment described as "exemplary" in this application is not necessarily to be construed as being more preferred or advantageous than other embodiments. The following description is provided to enable any person skilled in the art to make and use this application. Details are set forth in the following description for purposes of explanation. It should be understood that those skilled in the art will recognize that this application can be made without using these specific details. In other instances, well-known structures and processes are not described in detail to avoid obscuring the description of this application with unnecessary detail. Therefore, this application is not intended to be limited to the embodiments shown, but is consistent with the broadest scope of the principles and features disclosed in this application.

[0088] It should be noted that since the method in this application embodiment is executed in a computer device, the processing objects of each computer device exist in the form of data or information, such as time, which is essentially time information. It is understood that if size, quantity, position, etc. are mentioned in subsequent embodiments, they are all corresponding data that exist so that the computer device can process them. Specific details will not be elaborated here.

[0089] This application provides a resource scheduling method, computer equipment, and storage medium for a customer service scenario, which will be described in detail below.

[0090] Reference Figure 1 In one embodiment, the resource scheduling method for a customer service scenario includes:

[0091] 101. Obtain customer resources to be scheduled;

[0092] In this embodiment, the resource scheduling device for the customer service scenario carries a resource scheduling system specifically for the customer service scenario. In the customer service scenario, the resource scheduling system can generate corresponding customer resource information based on the customer's customer service request and save this information to the scheduling pool of the resource scheduling system, forming customer resources to be scheduled. The customer resource information may include the customer's identity information that initiated the customer service request, used to identify the customer.

[0093] 102. Divide the customer resources into multiple customer resource blocks;

[0094] In this embodiment, the customer resources to be scheduled may include multiple different customers. The purpose of scheduling customer resources is to assign appropriate customer service representatives to each customer in the customer resources so that the appropriate customer service representatives can provide customer service. By dividing the customer resources into multiple customer resource blocks (RBs), distributed scheduling can be performed on multiple customer resource blocks, thereby improving the efficiency of resource scheduling.

[0095] In some embodiments, all customer resources in the scheduling pool can be divided according to pre-set rules or business requirements. For example, a pre-set rule could be the chronological order in which customers access the resource scheduling system, grouping every five consecutive customers in that order into a single customer resource block. Another example is the channel through which customers access the resource scheduling system, grouping customers from the same channel into one customer resource block and customers from different channels into different customer resource blocks. Yet another example is the service type required by the customer, grouping customers requesting consultations into one customer resource block and customers requesting complaints into another. Yet another example is the customer's service level, grouping members into one customer resource block and regular users into another.

[0096] 103. Identify the target customer resource block among the multiple customer resource blocks;

[0097] In this embodiment, among multiple customer resource blocks, a target customer resource block that needs to be prioritized for scheduling is determined. Specifically, the target customer resource block can be determined based on the customer resource allocation strategy. For example, when the customer resource allocation strategy is based on the channel source from which the customer accesses the resource scheduling system, a priority is set between different channel sources, and the customer resource block from the channel source with the highest priority is selected as the target customer resource block. As another example, when the customer resource allocation strategy is based on the service type required by the customer, a priority is set between different service types, and the customer resource block from the service type with the highest priority is selected as the target customer resource block.

[0098] 104. Among multiple preset customer service resource blocks, determine the target customer service resource block corresponding to the target customer resource block, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0099] In this embodiment, the resource scheduling system adopts a distributed architecture design. At the server level, it uses a multi-node deployment mode for the same application, manages the distributed applications through a registration center, and efficiently processes single scheduling tasks through independent thread pools. The distributed architecture includes multiple server nodes that can process tasks concurrently. Customer service resources are pre-divided into multiple preset customer service resource blocks, and these blocks are distributed across multiple server nodes, effectively distributing customer service resources across a distributed server node cluster. Within the preset customer service resource blocks on multiple server nodes, a target customer service resource block is identified that corresponds to the target customer resource block, thus achieving link matching between customer resource blocks and customer service resource blocks.

[0100] It should be noted that in some embodiments, the number of preset client resource blocks deployed on each server node can be set in a manner that distributes them as evenly as possible to improve scheduling efficiency. Of course, the number of preset client resource blocks deployed on each server node can also be set according to actual needs. That is, one preset client resource block can be deployed on one server node, or multiple preset client resource blocks can be deployed on one server node. For example, when there are a total of 10 server nodes and a total of 10 preset client resource blocks, if the distribution is made as evenly as possible, one preset client resource block can be deployed on each server node. Of course, according to actual needs, two preset client resource blocks can be deployed on five of the server nodes, and no preset client resource blocks can be deployed on the remaining five server nodes. For example, with a total of 10 server nodes and a preset number of 9 client resource blocks, if distributed as evenly as possible, one preset client resource block can be deployed on each of the 9 server nodes, and no preset client resource block can be deployed on the remaining 1 server node. Alternatively, depending on actual needs, one server node can be deployed with 3 preset client resource blocks, two server nodes can each deploy 2 preset client resource blocks, two server nodes can each deploy 1 preset client resource block, and no preset client resource block can be deployed on the remaining 5 server nodes. Similarly, with a total of 10 server nodes and a preset number of 14 client resource blocks, if distributed as evenly as possible, two server nodes can each deploy 2 preset client resource blocks, and one preset client resource block can be deployed on the remaining 6 server nodes. Alternatively, depending on actual needs, two server nodes can each deploy 3 preset client resource blocks, and one preset client resource block can be deployed on the remaining 8 server nodes.

[0101] In some embodiments, when determining the target customer service resource block corresponding to the target customer resource block, strategies such as sequential allocation, saturation allocation, and familiarity allocation can be used for matching. For example, when using a sequential allocation strategy, the time point when each preset customer service resource block was most recently allocated a customer resource block is obtained, and the preset customer service resource block with the earliest time point is selected as the target customer service resource block. As another example, when using a familiarity allocation strategy, the total number of times each preset customer service resource block provides services to the target customer resource is obtained, and the preset customer service resource block with the highest total number of services is selected as the target customer service resource block.

[0102] In some embodiments, the resource scheduling system may also set up a client-side proactive matching mechanism. Specifically, in the step of determining the target customer service resource block corresponding to the target customer resource block, the customer service history of the customer in the target customer resource block can be obtained, and among the customer service representatives in multiple preset customer service resource blocks, the target customer service representative existing in the customer service history can be determined, and the customer service information of the target customer service representative can be sent to the terminal where the customer in the target customer resource block is located. If a confirmation instruction for the customer service information of the target customer service representative is received, the preset customer service resource block where the target customer service representative is located is designated as the target customer service resource block, so that the client's customer can proactively match the previously assigned customer service representative. Similarly, the resource scheduling system may also set up a client-side proactive matching mechanism, whereby customer service representatives can proactively select customers or initiate customer assignment requests, thereby determining the target customer service resource block corresponding to the target customer resource block and improving the utilization rate of customer service hours. The client-side may set up an application programming interface (API) to connect to the resource scheduling system, through which customer service representatives can proactively match customers.

[0103] 105. Assign the target customer resource block to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block can provide customer service to the customers in the target customer resource block.

[0104] In this embodiment, the target customer resource block is allocated to the server node where the target customer service resource block is located, so as to assign customer service tasks to the server node where the target customer service resource block is located. In this way, the server node where the target customer service resource block is located can establish a communication connection with the target customer resource block, and the customer service in the target customer service resource block can communicate one-to-one with the customer in the target customer resource block to provide customer service.

[0105] In some embodiments, if multiple customers exist in the target customer resource block, these customers can be further sorted, and individual communication can be established with customer service representatives in the target customer service resource block according to the sorting order. Specifically, the customers in the target customer resource block can be sorted according to the order in which they access the resource scheduling system, ensuring that customers who access the system first receive customer service first. Alternatively, the customers in the target customer resource block can be sorted according to their business level, ensuring that customers with higher business levels receive customer service first. Business levels can include members, regular users, etc.

[0106] In some embodiments, after allocating the target customer resource block to the server node where the target customer resource block is located, the allocated target customer resource block can be removed from the scheduling pool, and then the target customer resource block can be re-determined in the scheduling pool to achieve the sequential allocation of each customer resource block.

[0107] In some embodiments, the resource scheduling system also includes a scheduling feedback mechanism. Specifically, after allocating the target customer resource block to the server node where the target customer service resource block resides, the service capacity saturation of the target customer service resource block can be obtained. If the service capacity saturation is greater than the saturation threshold, it indicates that the target customer service resource block on that server node is insufficient to handle the target customer resource block. In this case, the customer service resource block can be scheduled to adjust the number of customer service resource blocks deployed on that server node to increase the number of customers on that server node. For example, if a server node's target customer service resource block contains 10 customers, and the target customer resource block contains 100 customers, causing the service capacity saturation of the target customer service resource block to exceed the saturation threshold, it is considered that 10 customers are insufficient to handle 100 customers. Therefore, idle customer service resource blocks on other server nodes can be adjusted to that server node to assist in handling these 100 customers.

[0108] In the technical solution disclosed in this embodiment, by dividing customer resources into small blocks and matching them with customer service resource blocks distributed on various server nodes, resource scheduling is distributed across different server nodes for parallel operation, thereby improving the resource scheduling efficiency of customer service scenarios.

[0109] In another embodiment, such as Figure 2 As shown above, in the above Figure 1 Based on the illustrated embodiment, step 102 includes:

[0110] 201. Obtain the customer attributes of each customer in the customer resources, wherein the customer attributes include the channel source and / or the service type of the customer;

[0111] In this embodiment, when dividing customer resources into multiple customer resource blocks, the customer attributes of each customer in the customer resource can be obtained, and the customer resources can be divided according to the different customer attributes. Customer attributes include at least one of the following: the customer's channel source, the type of service the customer requires, the order in which the customer accesses the resource scheduling system, and the customer's business level. For example, the customer's channel source may include application A, website B, etc.; the type of service the customer requires may include complaints, inquiries, etc.; and the customer's business level may include members, ordinary users, etc.

[0112] 202. According to the customer attributes, divide the customer resources into multiple customer resource blocks.

[0113] In some embodiments, taking customer attributes including customer channel sources as an example, when dividing customer resources into multiple customer resource blocks according to customer channel sources, the number of customer resource blocks can be the same as the number of types of customer channel sources. For example, when there are four types of channel sources, the number of customer resource blocks is four. Of course, the number of customer resource blocks can also be different from the number of types of customer channel sources. For example, when there are two types of channel sources, the number of customer resource blocks is four, of which one block is from the first channel source and three blocks are from the second channel source. It is understood that when dividing customer resources, the number of customer resource blocks obtained can be set according to actual needs.

[0114] In some embodiments, since the resource scheduling system adopts a distributed architecture design, the number of customer resource blocks obtained when partitioning customer resources can correspond to the total number of server nodes in the distributed architecture. For example, the number of customer resource blocks obtained is equal to the total number of server nodes, or the number of customer resource blocks obtained is a multiple of the total number of server nodes.

[0115] In some embodiments, taking customer attributes including the customer's channel source and the type of service required by the customer as an example, when dividing customer resources, a first division can be performed according to the customer's channel source, and then the customer resource blocks obtained from the first division can be divided a second time according to the type of service required by the customer. Alternatively, a first division can be performed according to the type of service required by the customer, and then the customer resource blocks obtained from the first division can be divided a second time according to the customer's channel source.

[0116] In some embodiments, when determining the target customer resource block among multiple customer resource blocks, it can also be determined based on customer attributes. Specifically, in the customer resources, the number of customers for each customer attribute is determined. Based on the number of customers, the target customer attribute among the multiple customer attributes is determined, and the target customer resource block is determined based on the customer resource block where the customers of the target customer attribute are located. For example, taking the customer attribute including the customer's channel source as an example, in the customer resources, the number of customers from the first channel source is 20, and the number of customers from the second channel source is 60. Then, the second channel source with the largest number of customers is taken as the target customer attribute, and the target customer block is determined based on the customer resource block belonging to the second channel source. In this way, when there are a lot of customers from certain channel sources, it can be prioritized to ensure that customers from those channel sources do not have to wait too long, avoiding customer congestion during peak periods.

[0117] In the technical solution disclosed in this embodiment, customer resources are divided according to the customer attributes of each customer in the customer resources, so that customers with the same customer attributes can be uniformly scheduled as the same customer resource block, thereby improving the efficiency of resource scheduling.

[0118] In yet another embodiment, such as Figure 3 As shown, in Figures 1 to 2 Based on any embodiment shown, prior to step 101, the method further includes:

[0119] 301. Obtain customer service resources to be scheduled;

[0120] In this embodiment, before acquiring customer resources to be scheduled, customer service resources to be scheduled are acquired in advance, so that the customer service resources are distributed and deployed on multiple server nodes of a distributed architecture. The customer service resources to be scheduled can be determined based on the identity information of the customer service personnel registered in the resource scheduling system. The customer service identity information is aggregated to obtain customer service resource information, and the customer service resource information is saved to the scheduling pool of the resource scheduling system to form customer service resources to be scheduled.

[0121] 302. According to the current partitioning strategy, the customer service resources are divided into multiple preset customer service resource blocks, wherein the current partitioning strategy includes at least one of the following: whether the customer service representatives in the customer service resources are available, the types of services that the customer service representatives in the customer service resources can handle, and the number of customers that the customer service representatives in the customer service resources can handle.

[0122] In this embodiment, a pre-set customer service resource allocation strategy is provided. This strategy may include the availability of customer service representatives, the types of services they can handle, and the number of customers they can serve. Since customer service representatives log in and out, some may be available while others are not. The types of services a representative can handle may include their professional skills, such as handling complaints and inquiries. Because customer service representatives handle customers on a one-to-many basis, and their skill levels vary, the number of customers a representative can serve also varies; for example, a single representative can typically handle 10 customers simultaneously.

[0123] In some embodiments, since the resource scheduling system adopts a distributed architecture design, the number of customer service resource blocks obtained when dividing customer service resources can correspond to the total number of server nodes in the distributed architecture. For example, the number of customer service resource blocks obtained is equal to the total number of server nodes, or the number of customer service resource blocks obtained is a multiple of the total number of server nodes.

[0124] 303. Distribute and deploy multiple preset customer service resource blocks on multiple server nodes.

[0125] In this embodiment, distributed deployment involves distributing multiple preset customer service resource blocks across multiple independent server nodes, employing a scalable system architecture, and utilizing multiple servers to share the resource scheduling load.

[0126] In some embodiments, multiple partitioning strategies can be pre-set for customer service resources to facilitate switching between different partitioning strategies. For example, taking multiple partitioning strategies including the current partitioning strategy and backup partitioning strategies as an example, after obtaining the customer service resources to be scheduled, in addition to partitioning the customer service resources according to the current partitioning strategy, the customer service resources are also partitioned according to the backup partitioning strategy to obtain multiple backup customer service resource blocks. These backup customer service resource blocks are then distributed and cached on multiple server nodes. In this way, after the multiple preset customer service resource blocks are distributed and deployed on multiple server nodes, if a switching instruction triggered by a business user for the backup partitioning strategy is received, the preset customer service resource blocks deployed on each server node can be directly replaced with the cached backup customer service resource blocks on that server node, avoiding the need to wait for the customer service resources to be re-partitioned when switching strategies, thus enabling seamless switching between strategies. In some embodiments, a strategy switching switch (positive-negative switch) can be set to trigger a switching instruction for the backup partitioning strategy. Business users can monitor the resource scheduling system and manage the scheduling strategy through the business system to ensure the normal operation of the resource scheduling system. The business system and resource scheduling system where business personnel work are set up independently in terms of architecture, that is, the business system and the resource scheduling system are set up on different servers. In this way, both the business system and the resource scheduling system can support horizontal scaling, that is, servers can be added as needed to improve the business processing capacity of the business system and the scheduling capacity of the resource scheduling system.

[0127] In some embodiments, similar to customer service resources, multiple partitioning strategies can be pre-set for customer resources. After obtaining the customer resources to be scheduled, the corresponding customer resource blocks are partitioned and cached according to each partitioning strategy, so that the partitioning strategies for customer resources can be seamlessly switched. This will not be elaborated further here.

[0128] In the technical solution disclosed in this embodiment, customer service resources are divided according to customer service attributes such as whether each customer service representative is available, the types of services they can handle, and the number of customers they can handle. This allows customer service representatives with the same customer service attributes to be uniformly scheduled as the same customer service resource block, thereby improving the efficiency of resource scheduling.

[0129] In yet another embodiment, such as Figure 4 As shown, in Figures 1 to 3 Based on any embodiment shown, step 104 includes:

[0130] 401. Obtain service data for each of the preset customer service resource blocks, wherein the service data includes at least one of the following: the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block.

[0131] In this embodiment, when determining the target customer service resource block that matches the target customer resource block, the preset customer service resource block can be evaluated from multiple dimensions, including the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block. The time point when the preset customer service resource block last provided customer service is the basis for the sequential allocation strategy. Based on this dimension, the workload of each customer service representative can be balanced to a certain extent. Service capacity saturation refers to the percentage of customers currently served by a customer service representative to the number of customers the representative can handle, serving as the basis for the saturation allocation strategy. Based on this dimension, the service pressure can be shared equally among each customer service representative to a certain extent. The cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block is the basis for the familiarity allocation strategy. Based on this dimension, priority allocation can be given to familiar customers to a certain extent.

[0132] 402. Based on the service data of each preset customer service resource block, obtain the matching degree value between the preset customer service resource block and the target customer resource block;

[0133] In this embodiment, service data for each preset customer service resource block can be evaluated to obtain a matching degree value between the preset customer service resource block and the target customer resource block. Taking the time point of the most recent customer service service provided by the preset customer service resource block as an example, the later the time point, the higher the matching degree value between the preset customer service resource block and the target customer resource block. Taking the service capacity saturation of the preset customer service resource block as an example, the lower the service capacity saturation, the higher the matching degree value between the preset customer service resource block and the target customer resource block. Taking the cumulative number of times the preset customer service resource block provides customer service to customers in the target customer resource block as an example, the higher the cumulative number of times, the higher the matching degree value between the preset customer service resource block and the target customer resource block.

[0134] In some embodiments, when the service data includes data across multiple dimensions such as the time point of the most recent customer service provided by the preset customer service resource block, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block, each dimension can be scored separately. The matching degree between the preset customer service resource block and the target customer resource block is then calculated by combining the weights of the corresponding dimensions. For example, if the score for the time point of the most recent customer service provided by the preset customer service resource block is 80 with a weight of 40%, the score for the service capacity saturation dimension is 60 with a weight of 30%, and the score for the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block is 90 with a weight of 30%, the matching degree between the preset customer service resource block and the target customer resource block is 77. The weights of each dimension can be dynamically adaptive using machine learning algorithms based on factors such as the number of customers included in the customer resource. For example, if the number of customers in the customer resource is large, indicating excessive queuing, the weight of the service capacity saturation dimension of the preset customer service resource block can be increased. For example, when the number of customers in the customer resource is small, it indicates that there will be no long queues. Therefore, the weight of the dimension of the cumulative number of times the preset customer service resource block provides customer service to customers in the target customer resource block can be increased. Conversely, when the number of customers in the customer resource is moderate, the weight of the dimension of the time point when the preset customer service resource block last provided customer service can be increased. Whether the number of customers in the customer resource is too large, too small, or too moderate can be determined by setting corresponding quantity thresholds in advance, based on the relationship between the number of customers and the quantity thresholds.

[0135] 403. Based on the matching degree value, determine the target customer service resource block that matches the target customer resource block.

[0136] In this embodiment, the preset customer service resource block with the highest matching degree value is used as the target customer resource block to match the target customer resource block, thereby realizing the matching link between the target customer resource block and the target customer service resource block.

[0137] In the technical solution disclosed in this embodiment, the matching degree between each preset customer service resource block and the target customer resource block is calculated from multiple dimensions, such as the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block, so as to make the allocation between customers and customer service more appropriate.

[0138] To better implement the resource scheduling method for customer service scenarios in the embodiments of this application, based on the resource scheduling method for customer service scenarios, the embodiments of this application also provide a resource scheduling device for customer service scenarios, such as... Figure 5As shown, the resource scheduling device 5000 for customer service scenarios includes an acquisition module 5001, a partitioning module 5002, a determination module 5003, and an allocation module 5004, as detailed below:

[0139] Module 5001 is used to acquire customer resources to be scheduled.

[0140] The partitioning module 5002 is used to divide the customer resources into multiple customer resource blocks;

[0141] The determination module 5003 is used to determine the target customer resource block among the multiple customer resource blocks;

[0142] The determining module 5003 is further configured to determine, among multiple preset customer service resource blocks, a target customer service resource block corresponding to the target customer resource block, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0143] The allocation module 5004 is used to allocate the target customer resource block to the server node where the target customer service resource block is located, so that the customer service in the target customer service resource block provides customer service to the customer in the target customer resource block.

[0144] This embodiment acquires customer resources to be scheduled via an acquisition module 5001; a partitioning module 5002 divides the customer resources into multiple customer resource blocks; a determination module 5003 determines the target customer resource block among the multiple customer resource blocks, and determines the target customer service resource block corresponding to the target customer resource block among multiple preset customer service resource blocks, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes; and an allocation module 5004 allocates the target customer resource block to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block provide customer service to the customers in the target customer resource block. This embodiment achieves distributed scheduling by dividing customer resources into small blocks and matching them with customer service resource blocks distributed across various server nodes, thereby improving the resource scheduling efficiency in customer service scenarios.

[0145] In some embodiments, the partitioning module 5002 is specifically used for:

[0146] Obtain customer attributes for each customer in the customer resources, wherein the customer attributes include the customer's channel source and / or the type of service required;

[0147] According to the customer attributes, the customer resources are divided into multiple customer resource blocks.

[0148] In some embodiments, the partitioning module 5002 is specifically used for:

[0149] In the customer resources, determine the number of customers for each of the customer attributes;

[0150] Based on the number of customers, determine the target customer attribute among the multiple customer attributes;

[0151] The target customer resource block is determined based on the customer resource block to which the customer with the target customer attributes belongs.

[0152] In some embodiments, the acquisition module 5001 is further configured to:

[0153] Obtain customer service resources to be scheduled;

[0154] According to the current partitioning strategy, the customer service resources are divided into multiple preset customer service resource blocks. The current partitioning strategy includes at least one of the following: whether the customer service representatives in the customer service resources are available, the types of services that the customer service representatives in the customer service resources can handle, and the number of customers that the customer service representatives in the customer service resources can handle.

[0155] The preset customer service resource blocks are distributed and deployed on multiple server nodes.

[0156] In some embodiments, the acquisition module 5001 is further configured to:

[0157] According to the preset backup partitioning strategy, the customer service resources are divided into multiple backup customer service resource blocks;

[0158] The multiple backup customer service resource blocks are distributed and cached on multiple server nodes;

[0159] If a switching instruction for the backup partitioning strategy is received, the preset customer service resource blocks deployed on each of the server nodes will be replaced with the backup customer service resource blocks cached on the server nodes.

[0160] In some embodiments, the determining module 5003 is specifically used for:

[0161] Obtain service data for each of the preset customer service resource blocks, wherein the service data includes at least one of the following: the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block;

[0162] Based on the service data of each preset customer service resource block, obtain the matching degree value between the preset customer service resource block and the target customer resource block;

[0163] Based on the matching degree value, a target customer service resource block that matches the target customer resource block is determined.

[0164] In some embodiments, the allocation module 5004 is further configured to:

[0165] Obtain the service capacity saturation of the target customer service resource block;

[0166] If the service capacity saturation is greater than the saturation threshold, increase the number of customer service resource blocks deployed on the server node where the target customer service resource block is located.

[0167] In some embodiments, the determining module 5003 is specifically used for:

[0168] Obtain the customer service history records of the customers in the target customer resource block;

[0169] Among the customer service representatives in the multiple preset customer service resource blocks, identify the target customer service representative that exists in the customer service history record;

[0170] Send the customer service information of the target customer to the terminal where the customer in the target customer resource block is located;

[0171] If a confirmation instruction for customer service information for the target customer service representative is received, the preset customer service resource block where the target customer service representative is located is used as the target customer service resource block.

[0172] This application also provides a computer device that integrates a resource scheduling device for any of the customer service scenarios provided in this application. For example... Figure 6 As shown, it illustrates a structural schematic diagram of the computer device involved in the embodiments of this application, specifically:

[0173] The computer device may include components such as a processor 601 with one or more processing cores, a memory 602 with one or more computer-readable storage media, a power supply 603, and an input unit 604. Those skilled in the art will understand that... Figure 6 The computer device structure shown is not intended to limit the construction of a computer device and may include more or fewer components than shown, or combine certain components, or have different component arrangements. Wherein:

[0174] The processor 601 is the control center of the computer device. It connects various parts of the computer device via various interfaces and lines, and performs various functions and processes data by running or executing software programs and / or modules stored in the memory 602, and by calling data stored in the memory 602, thereby providing overall monitoring of the computer device. Optionally, the processor 601 may include one or more processing cores; preferably, the processor 601 may integrate an application processor and a modem processor, wherein the application processor mainly handles the operating system, user interface, and applications, and the modem processor mainly handles wireless communication. It is understood that the modem processor may not be integrated into the processor 601.

[0175] The memory 602 can be used to store software programs and modules. The processor 601 executes various functional applications and data processing by running the software programs and modules stored in the memory 602. The memory 602 may mainly include a program storage area and a data storage area. The program storage area may store the operating system, application 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 602 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 602 may also include a memory controller to provide the processor 601 with access to the memory 602.

[0176] The computer device also includes a power supply 603 that supplies power to the various components. Preferably, the power supply 603 can be logically connected to the processor 601 through a power management system, thereby enabling functions such as charging, discharging, and power consumption management through the power management system. The power supply 603 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.

[0177] The computer device may also include an input unit 604, 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.

[0178] 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 601 in the computer device loads the executable files corresponding to the processes of one or more application programs into the memory 602 according to the following instructions, and the processor 601 runs the application programs stored in the memory 602 to realize various functions, as follows:

[0179] Acquire customer resources to be scheduled;

[0180] Divide customer resources into multiple customer resource blocks;

[0181] Identify the target customer resource block among multiple customer resource blocks;

[0182] Among multiple preset customer service resource blocks, the target customer service resource block corresponding to the target customer resource block is determined, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0183] The target customer resource block is allocated to the server node where the target customer service resource block is located, so that the customer service in the target customer service resource block can provide customer service to the customer in the target customer resource block.

[0184] 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 instructions, or by instructions controlling related hardware. These instructions can be stored in a computer-readable storage medium and loaded and executed by a processor.

[0185] Therefore, embodiments of this application provide a computer-readable storage medium, which may include: read-only memory (ROM), random access memory (RAM), a disk, or an optical disk, etc. A computer program is stored thereon, which is loaded by a processor to execute the steps in the resource scheduling method for any customer service scenario provided in embodiments of this application. For example, the computer program loaded by the processor can execute the following steps:

[0186] Acquire customer resources to be scheduled;

[0187] Divide customer resources into multiple customer resource blocks;

[0188] Identify the target customer resource block among multiple customer resource blocks;

[0189] Among multiple preset customer service resource blocks, the target customer service resource block corresponding to the target customer resource block is determined, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes;

[0190] The target customer resource block is allocated to the server node where the target customer service resource block is located, so that the customer service in the target customer service resource block can provide customer service to the customer in the target customer resource block.

[0191] In the above embodiments, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the detailed descriptions of other embodiments above, which will not be repeated here.

[0192] In practice, each of the above units or structures can be implemented as an independent entity or can be arbitrarily combined to be implemented as the same or several entities. For the specific implementation of each of the above units or structures, please refer to the previous method embodiments, which will not be repeated here.

[0193] For details on the implementation of each of the above operations, please refer to the previous examples, which will not be repeated here.

[0194] The resource scheduling method, computer equipment, and storage medium for a customer service scenario provided by the embodiments of this application have been described in detail above. 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 resource scheduling method for a customer service scenario, characterized in that, include: Acquire customer resources to be scheduled; Obtain customer attributes for each customer in the customer resources, wherein the customer attributes include at least one of the following: the customer's channel source, the type of service required by the customer, the order in which the customer accesses the resource scheduling system, and the customer's business level; According to the customer attributes, the customer resources are divided into multiple customer resource blocks; Identify the target customer resource block among the multiple customer resource blocks; Among multiple preset customer service resource blocks, a target customer service resource block corresponding to the target customer resource block is determined, wherein the multiple preset customer service resource blocks are distributed across multiple server nodes; The target customer resource block is allocated to the server node where the target customer service resource block is located, so that the customer service representatives in the target customer service resource block can provide customer service to the customers in the target customer resource block.

2. The resource scheduling method for customer service scenarios as described in claim 1, characterized in that, The step of determining the target customer resource block among the plurality of customer resource blocks includes: In the customer resources, determine the number of customers for each of the customer attributes; Based on the number of customers, determine the target customer attribute among the multiple customer attributes; The target customer resource block is determined based on the customer resource block to which the customer with the target customer attributes belongs.

3. The resource scheduling method for customer service scenarios as described in claim 1, characterized in that, Before the step of obtaining the customer resources to be scheduled, the method further includes: Obtain customer service resources to be scheduled; According to the current partitioning strategy, the customer service resources are divided into multiple preset customer service resource blocks. The current partitioning strategy includes at least one of the following: whether the customer service representatives in the customer service resources are available, the types of services that the customer service representatives in the customer service resources can handle, and the number of customers that the customer service representatives in the customer service resources can handle. The preset customer service resource blocks are distributed and deployed on multiple server nodes.

4. The resource scheduling method for customer service scenarios as described in claim 3, characterized in that, After the step of obtaining customer service resources to be scheduled, the method further includes: According to the preset backup partitioning strategy, the customer service resources are divided into multiple backup customer service resource blocks; The multiple backup customer service resource blocks are distributed and cached on multiple server nodes; After the step of distributing the multiple preset customer service resource blocks across the multiple server nodes, the method further includes: If a switching instruction for the backup partitioning strategy is received, the preset customer service resource blocks deployed on each of the server nodes will be replaced with the backup customer service resource blocks cached on the server nodes.

5. The resource scheduling method for customer service scenarios as described in claim 1, characterized in that, The step of determining the target customer service resource block that matches the target customer resource block from among multiple preset customer service resource blocks includes: Obtain service data for each of the preset customer service resource blocks, wherein the service data includes at least one of the following: the time point when the preset customer service resource block last provided customer service, the service capacity saturation of the preset customer service resource block, and the cumulative number of times the preset customer service resource block provided customer service to customers in the target customer resource block; Based on the service data of each preset customer service resource block, obtain the matching degree value between the preset customer service resource block and the target customer resource block; Based on the matching degree value, a target customer service resource block that matches the target customer resource block is determined.

6. The resource scheduling method for customer service scenarios as described in claim 1, characterized in that, After the step of allocating the target customer resource block to the server node where the target customer resource block is located, the method further includes: Obtain the service capacity saturation of the target customer service resource block; If the service capacity saturation is greater than the saturation threshold, increase the number of customer service resource blocks deployed on the server node where the target customer service resource block is located.

7. The resource scheduling method for customer service scenarios as described in claim 1, characterized in that, The step of determining the target customer service resource block corresponding to the target customer resource block among multiple preset customer service resource blocks includes: Obtain the customer service history records of the customers in the target customer resource block; Among the customer service representatives in the multiple preset customer service resource blocks, identify the target customer service representative that exists in the customer service history record; Send the customer service information of the target customer to the terminal where the customer in the target customer resource block is located; If a confirmation instruction for customer service information for the target customer service representative is received, the preset customer service resource block where the target customer service representative is located is used as the target customer service resource block.

8. A computer device, characterized in that, The computer device includes: One or more processors; Memory; and One or more applications, wherein the one or more applications are stored in the memory and configured to be executed by the processor to implement the steps in the resource scheduling method for the customer service scenario according to any one of claims 1 to 7.

9. A computer-readable storage medium, characterized in that, It stores a computer program, which is loaded by a processor to execute the steps in the resource scheduling method for the customer service scenario according to any one of claims 1 to 7.

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