Information interaction method, system and computer device

Abstract

The application discloses an information interaction method and system and a computer device, and relates to the technical field of information interaction. The method comprises the following steps: in response to a user interaction request, setting a user state as a queuing state, and judging whether there is a free space in a current waiting connection area; if yes, changing the user state to a waiting connection state; obtaining behavior information of the user after the user state is changed to the waiting connection state; judging whether the current state of the user conforms to preset disconnection logic based on the behavior information; if yes, performing user disconnection processing; if not, matching a target interaction end based on preset rules; setting a waiting connection state between user queuing and connecting the target interaction end, judging whether to connect the target interaction end according to the behavior of the user in the waiting connection state, performing disconnection processing on the user who conforms to the preset disconnection logic, and screening out the user who does not need to enter an artificial state for information interaction, so that the service efficiency of each interaction end is effectively improved, the resource allocation of the interaction end is made uniform, the effective service amount is reduced, and the user experience is affected.

Description

Technical Field

[0001] This invention relates to the field of information interaction, and more specifically to an information interaction method, system, and computer device. Background Technology

[0002] With the development of the e-commerce industry, the transaction volume of online e-commerce platforms is increasing daily. As the transaction volume grows, so does the volume of online inquiries from users and the workload of online customer service. If users' online inquiries do not receive timely and effective responses, their experience deteriorates, and transaction volume decreases accordingly.

[0003] While intelligent customer service programs capable of automatic responses have emerged, their accuracy is limited due to significant differences in users' language expression abilities and habits. Furthermore, these programs struggle to cover the vast array of questions. Therefore, human customer service is still essential for resolving online inquiries. Currently, when users have product inquiries or other customer complaints and wish to connect with human customer service, they need to click the customer service button to access the customer service page. The system then triggers a human agent transfer process, searching for available agents. If an agent is found, the user is placed in a queue.

[0004] However, some customers actually go offline after connecting to human customer service but fail to log out in time, resulting in invalid conversations. The system then identifies the customer service representative as unavailable. Meanwhile, customers waiting in the queue remain in the queue because there are no available representatives. Approximately 5% of users connect to a live agent each day but do not speak, causing invalid conversations, wasting customer service manpower, and reducing the efficiency of consultations for other users. Summary of the Invention

[0005] The purpose of this invention is to provide an information interaction method, system, and computer equipment that improves interaction efficiency and avoids wasting customer service manpower.

[0006] The technical solution of the present invention is as follows: In a first aspect, the present invention provides an information interaction method, the method comprising:

[0007] In response to a user interaction request, the user's status is set to queued, and it is determined whether there are available slots in the current waiting area.

[0008] If so, change the user status to pending connection.

[0009] Obtain user behavior information after the user is switched to the pending connection state;

[0010] Based on the behavioral information, determine whether the user's current state conforms to the preset disconnection logic;

[0011] If so, then perform user disconnection processing.

[0012] In a preferred embodiment, after responding to a user interaction request and before setting the user state to a queued state, the method further includes:

[0013] Determine if there is a target interactive terminal that is currently idle;

[0014] If not, set the user status to queued status;

[0015] If so, the target interactive terminal will be matched based on preset rules.

[0016] In a preferred embodiment,

[0017] The determination of whether there is available space in the current waiting area includes:

[0018] Get the number of interactive terminals, the preset reception capacity of interactive terminals, the current actual reception capacity, and the number of users in the current waiting area;

[0019] The remaining data of the current waiting area is calculated based on the number of interactive terminals, the preset allocated reception capacity of the interactive terminals, the current actual reception capacity, the number of users in the current waiting area, and the first preset calculation rule.

[0020] Based on the available call space data, it is determined whether there are any available call spaces in the current waiting area. In a preferred embodiment, after changing the user's status to a waiting state, the method further includes:

[0021] Send a preset message to the user's online page.

[0022] In a preferred embodiment, the behavioral information includes user-sent information, and determining whether the user's current state conforms to a preset disconnection logic based on the behavioral information includes:

[0023] Determine whether the information sent by the user includes at least one of text, images, order cards, product cards, and emoticons;

[0024] If so, then determine whether there is a target interactive terminal that is currently in an idle state.

[0025] In a preferred embodiment, after determining whether there is a target interactive terminal in an idle state, the method further includes:

[0026] If not, then determine whether there is an unconnected interactive terminal;

[0027] If so, then the target non-connected interactive terminal will be matched based on the preset rules.

[0028] In a preferred embodiment, determining whether there is currently an unconnected interactive terminal includes:

[0029] Obtain the preset allocated reception capacity and the current actual reception capacity for each interactive terminal;

[0030] Determine whether the current actual number of visitors received by the interactive terminal is greater than the preset allocated number of visitors;

[0031] If so, then the interaction terminal is determined to be a hyper-connection interaction terminal;

[0032] If not, then the interaction terminal is determined to be an unconnected interaction terminal.

[0033] In a preferred embodiment, the behavioral information includes the user's online interface status, user click information, and user online duration. The step of determining whether the user's current status conforms to a preset disconnection logic based on the behavioral information further includes:

[0034] Based on the user's online interface status, the user's click information, and the user's online duration, determine whether the user's current status conforms to the preset disconnection logic;

[0035] If so, then perform user disconnection processing.

[0036] Secondly, the present invention also provides an information interaction system, the system comprising:

[0037] The setting judgment module is used to respond to user interaction requests, set the user status to queue status, and determine whether there are available slots in the current waiting area; and after determining whether there are available slots in the current waiting area, it changes the user status to waiting status.

[0038] The acquisition module is used to acquire behavioral information of the user after the user enters the pending connection state;

[0039] The first judgment module is used to determine whether the user's current state conforms to the preset disconnection logic based on the behavioral information.

[0040] The execution module is used to perform user disconnection processing when the judgment result of the judgment module is yes.

[0041] Thirdly, the present invention also provides a computer device, the computer device comprising:

[0042] One or more processors;

[0043] And a memory associated with the one or more processors, the memory being used to store program instructions that, when read and executed by the one or more processors, perform the information interaction method as described in any one of the first aspects.

[0044] The advantages of this invention are: it provides an information interaction method, system, and computer device. The method includes: responding to a user interaction request, setting the user's state to a queuing state, and determining whether there is available space in the current waiting area; if so, changing the user's state to a waiting state; acquiring the user's behavior information after being converted to the waiting state; determining whether the user's current state conforms to a preset disconnection logic based on the behavior information; if so, performing user disconnection processing; if not, matching a target interaction terminal based on preset rules; setting a waiting state between the user queuing and connecting to the target interaction terminal, determining whether to connect to the target interaction terminal based on the user's behavior in the waiting state, performing disconnection processing on users who conform to the preset disconnection logic, filtering out users who do not need to enter the manual state and interact with the target interaction terminal, effectively improving the service efficiency of each interaction terminal, avoiding uneven resource allocation between interaction terminals that reduces the effective service volume, and thus affecting the user experience. Attached Figure Description

[0045] 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.

[0046] Figure 1 A flowchart of the information interaction method provided by the present invention;

[0047] Figure 2 This is a structural diagram of the information interaction system provided by the present invention;

[0048] Figure 3 This is an architectural diagram of the computer device provided by the present invention. Detailed Implementation

[0049] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions in 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 in this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0050] As described in the background section, existing intelligent customer service systems struggle to accurately respond to user inquiries, resulting in a poor user experience and reliance on human customer service. However, human customer service can only serve a limited number of customers simultaneously, leading to queues when inquiries are high. Currently, issues frequently arise such as excessively long intervals between user messages or users forgetting to close the interactive page after their inquiry ends. This makes it difficult for the system to accurately disconnect each user, resulting in some users continuing their inquiries even after they've finished, wasting customer service manpower, while others wait in long queues without receiving effective responses, further reducing user experience and causing a decrease in transaction volume.

[0051] To address the aforementioned issues, this application creatively proposes an information interaction method, system, and computer equipment. Based on the interactive page status, user online time, user click content, and preset disconnection logic, it determines whether to close the user's information interaction with the interactive terminal. This effectively improves the service efficiency of each interactive terminal, avoids uneven resource allocation leading to reduced effective service volume, and filters customers in the queue through system logic, prompting invalid dialogues from those who have left but are still in the queue. This improves the efficiency of customer service in handling customer complaints and reduces personnel losses.

[0052] The solution of this application will now be described in detail with reference to the accompanying drawings and various embodiments.

[0053] Example 1: This example describes the architecture for information interaction in this application.

[0054] Specifically, the architecture includes:

[0055] On the user side, the user sends a user request, which carries a user identifier, such as the user serial number or user name.

[0056] The dispatch center receives user interaction requests sent by the user terminal, sets and changes the user status, determines whether there is available space in the waiting area, obtains the user's behavior information, and determines whether the user's current status meets the preset disconnection logic based on the behavior information. Based on the judgment result, the dispatch center performs user disconnection processing or matches the user terminal with a target interaction terminal based on preset rules. The dispatch center also determines whether there is an unconnected interaction terminal.

[0057] The interaction terminal establishes a connection with the user terminal after the scheduling center matches the user terminal and the interaction terminal to exchange information.

[0058] Example 2: Based on the information interaction architecture described in Example 1 above, this example combines... Figure 1 This paper describes the information exchange process in this application.

[0059] Specifically, refer to Figure 1 As shown, this embodiment provides an information interaction method, the method including:

[0060] S110. In response to a user interaction request, set the user status to queue status and determine whether there are available slots in the current waiting area.

[0061] In one implementation, before setting the user state to a queued state after responding to a user interaction request, the method further includes:

[0062] S111. Determine if there is a target interactive terminal that is currently in an idle state.

[0063] Specifically, when a user sends an interaction request, the dispatch center determines whether there is a target interaction terminal that is currently idle, that is, whether the current online member needs to queue up to be transferred to a human operator.

[0064] If it is determined that there is an idle target interaction terminal, i.e., the determination result is yes, it means that the current online member does not need to queue. Then, a target interaction terminal is matched according to preset rules. The preset rules are manually set according to actual needs. For example, the preset rule is to match the user with the target interaction terminal with the lowest current actual number of users among the target interaction terminals currently in an idle state. That is, if there are two idle interaction terminals A and B, where interaction terminal A currently has an actual number of users of 3 and interaction terminal B currently has an actual number of users of 5, then the user is matched with target interaction terminal A according to the preset rules.

[0065] If it is determined that there is no target interactive terminal in an idle state, that is, the judgment result is no, it means that the current online member needs to queue. Then the dispatch center will initially set the user status to queueing state, and the user will successfully queue.

[0066] After a user successfully queues, the dispatch center determines whether there are available slots in the current waiting area. S112: Determine whether there are available slots in the current waiting area.

[0067] If yes, proceed to S113; otherwise, maintain the user state as a queued state, meaning the user remains in a queued state.

[0068] In one implementation, this step includes:

[0069] S1121. Obtain the number of interactive terminals, the preset reception capacity of interactive terminals, the current actual reception capacity, and the number of users in the current waiting area.

[0070] S1122. Calculate the remaining data of the current waiting area based on the number of interactive terminals, the preset allocated reception capacity of the interactive terminals, the current actual reception capacity, the number of users in the current waiting area, and the first preset calculation rule.

[0071] Specifically, the remaining capacity in the waiting area (by queue) = the remaining number of automatically assigned customers in the queue + the number of customer service representatives in the queue (number of interactive terminals) * adjustment parameter (range 0, 1) - the number of over-connected customer service representatives - the number of conversations in the waiting status.

[0072] The remaining number of customer service slots automatically allocated in the queue is calculated by subtracting the current actual number of slots from the preset allocation on the interactive platform. If the actual number of customer service slots (i.e., the current actual number of slots on the interactive platform) exceeds the automatically allocated number of slots (i.e., the preset allocation number on the interactive platform), then the customer service representative on that platform is considered to be in an "over-connection" state. If the number of customer service slots exceeds the automatically allocated number, but manual member retrieval causes the number of slots to exceed the automatically allocated number, this is also considered an over-connection.

[0073] S1123. Determine whether there is any available space in the current waiting area based on the available space data of the current waiting area.

[0074] When the available space in the waiting area is less than or equal to 0, users in the queue cannot enter the waiting state.

[0075] When the remaining capacity in the connection area is greater than 0, users in the queue will enter the waiting connection state in sequence, i.e., enter S120.

[0076] S120. Change the user status to pending connection status.

[0077] In one implementation, after changing the user's status to a pending call state and the user entering the pending call area, the method further includes:

[0078] SA10: Send a preset statement to the user's online page for display.

[0079] Specifically, when a user enters the waiting-to-connect state, the dispatch center sends a welcome message (without an employee ID), and the system sends an inquiry prompt: How can I help you?

[0080] S130. Obtain the user's behavior information after the user is switched to the pending connection state.

[0081] Specifically, when a user is in the waiting area, the corresponding operation is executed based on the user's behavior.

[0082] More specifically, it acquires user-sent messages and user online information. User-sent messages refer to the content sent by users after receiving the welcome message, including text, images, order cards, product cards, emoticons, etc. User online information includes user online interface status, user click information, and user online duration.

[0083] S140. Determine whether the user's current state conforms to the preset disconnection logic based on behavioral information.

[0084] In one implementation, the behavioral information includes user-sent information, and this step includes:

[0085] S141. Determine whether the user behavior information includes at least one of text, images, order cards, product cards, and emoticons.

[0086] If so, proceed to S142.

[0087] S142. Determine if there is a target interactive terminal that is currently in an idle state.

[0088] If yes, then match the target interaction terminal for the user based on preset rules. If no, proceed to S143.

[0089] S143. Determine whether there is an unconnected interactive terminal, and match the target unconnected interactive terminal based on the preset rules.

[0090] Specifically, this step includes:

[0091] S1431. Obtain the preset allocated reception capacity and the current actual reception capacity for each interactive terminal.

[0092] S1432. Determine whether the current actual reception volume of the interactive terminal is greater than the preset allocated reception volume.

[0093] If so, then the interaction terminal is determined to be a hyper-connection interaction terminal;

[0094] If not, then the interaction terminal is determined to be an unconnected interaction terminal.

[0095] The dispatch center backend is configured to automatically allocate customer service slots. This means that the capacity of each customer service representative's interaction terminal is pre-set. When the actual number of customers a customer service representative handles exceeds the automatically allocated capacity (i.e., the current actual number of customers handled by the interaction terminal exceeds the pre-allocated capacity), the customer service representative using that interaction terminal is considered to be in an "over-connection" state. The dispatch center backend supports configurable (global) over-connection capacity for customer service representatives.

[0096] When a user sends text, images, order cards, product cards, or emoticons, the dispatch center determines that there is currently no target interaction terminal that is not in an idle state. If so, it searches for unconnected interaction terminals. If an unconnected interaction terminal is found, the target interaction terminal is matched for the user from among the unconnected terminals according to preset rules. For example, the interaction terminal with the lowest actual number of users is selected from multiple (two or more) unconnected interaction terminals.

[0097] In one implementation, the behavioral information includes the user's online interface status, user click information, and user online duration. This step includes:

[0098] S144. Based on the user's online interface status, the user's click information, and the user's online duration, determine whether the user's current status conforms to the preset disconnection logic.

[0099] Specifically, (1) If a member keeps the interface active and does not speak, the user's message will be empty. The obtained user behavior information includes the user's online interface status "active", the user's online duration T, and the user's click information "not logged out". Based on the preset disconnection logic: prompting that the connection will be interrupted after X minutes, prompting that the connection will be interrupted after Y minutes, ending the waiting state, sending a disconnection prompt to the user when the user's online duration T = X, and entering S150 to perform disconnection processing when the user's online duration T = Y.

[0100] (2) If a member clicks to exit and keeps the conversation open (or closes the screen), that is, the user sends no information, and the user's online interface status is "closed" or the user clicks "exit" in the obtained user behavior information, then based on the preset disconnection logic: start calculating disconnection after N seconds of inactivity (and simultaneously calculate disconnection after Y seconds of no reply, where the start time of Y is the time when the system pushes the consultation prompt).

[0101] (3) If the member clicks "Exit" and ends the conversation, the waiting state ends. That is, if the user sends no information, the user's online interface status is "closed" in the obtained user behavior information, and the user clicks "Exit", immediately enter S150 to perform disconnection processing.

[0102] S150, Perform user disconnection processing.

[0103] In one embodiment, the method further includes:

[0104] SA20. Send the hyperconnection data of each interactive terminal to the monitoring terminal so that the monitoring terminal can adjust the reception capacity of the interactive terminal according to the hyperconnection data.

[0105] The information interaction method provided in this embodiment sets a waiting state between user queuing and connecting to the target interaction terminal. Based on the user behavior identification in the waiting state, it determines whether to connect to the target interaction terminal. For users who meet the preset disconnection logic, disconnection processing is performed, filtering out users who do not need to enter the manual state and interact with the target interaction terminal. This effectively improves the service efficiency of each interaction terminal and avoids the reduction of effective service volume due to uneven resource allocation among interaction terminals, thereby affecting the user experience.

[0106] The dispatch center employs an invalid dialogue identification mechanism, adding a "pending connection" status to the user's queue while waiting for customer service. By using pre-set dispatch logic, some invalid customers who leave while waiting are eliminated, thus improving the effective connection rate.

[0107] Furthermore, to address the issue of insufficient remaining customer service capacity due to an excessive number of users in the pending connection state, the remaining available capacity for each pending connection area can be flexibly configured through logical calculation. A new interactive service state, "Over-Connection State," is also proposed. This improves the efficiency of interactive customer service personnel based on the normal capacity of the interactive platform.

[0108] Furthermore, the logic for calculating the remaining capacity in the waiting area allows for flexible configuration and adjustment of parameters to regulate the number of calls waiting in the reception area. When there is insufficient remaining capacity for customer service, customer service representatives can take on extra calls beyond the basic capacity, thereby improving customer service efficiency. This mitigates customer churn caused by a surge in inbound calls and insufficient customer service manpower.

[0109] Example 3: Corresponding to Examples 1 and 2 above, the following will be combined with... Figure 2 This application describes the information interaction system provided. This system can be implemented through hardware or software, or through a combination of both; this application does not limit its implementation.

[0110] In one example, this application provides an information interaction system, the information interaction system comprising:

[0111] The judgment module 210 is configured to respond to user interaction requests.

[0112] Set the user status to queue status and determine if there are available slots in the current waiting area; and change the user status to waiting status after determining if there are available slots in the current waiting area.

[0113] The acquisition module 220 is used to acquire the user's behavior information after the user switches to the pending connection state;

[0114] The first judgment module 230 is used to determine whether the user's current state conforms to the preset disconnection logic based on the behavioral information;

[0115] The execution module 240 is used to perform user disconnection processing when the judgment result of the judgment module is yes.

[0116] In one embodiment, the system further includes: a second determination module 250, configured to:

[0117] After responding to a user interaction request and before the setting judgment module 210 sets the user state to a queuing state, it determines whether there is a target interaction terminal that is currently in an idle state.

[0118] If the judgment result of the second judgment module 250 is yes, then the setting judgment module 210 is entered to set the user status to queuing status;

[0119] If the judgment result of the second judgment module 250 is negative, then the execution module 240 is entered to match the target interactive terminal based on preset rules.

[0120] Preferably, the setting determination module 210 includes:

[0121] The first acquisition unit 211 is used to acquire the number of interactive terminals, the preset allocated reception capacity of the interactive terminals, the current actual reception capacity, and the number of users in the current waiting area.

[0122] The calculation unit 212 is used to calculate the remaining data of the current waiting area based on the number of interactive terminals, the preset allocated reception capacity of the interactive terminals, the current actual reception capacity, the number of users in the current waiting area, and the first preset calculation rule.

[0123] The first judgment unit 213 is used to determine whether there is any available space in the current waiting area based on the available space data of the current waiting area.

[0124] More preferably, the system further includes:

[0125] The sending module 260 is used to send a preset statement to the online page of the user terminal after the setting judgment module 210 changes the user status to the waiting state.

[0126] More preferably, the first determination module 230 includes:

[0127] The second judgment unit 231 is used to determine whether the information sent by the user includes at least one of text, images, order cards, product cards and emoticons;

[0128] The third judgment unit 232 is used to determine whether there is a target interactive terminal in an idle state after the judgment result of the second judgment unit 231 is yes.

[0129] More preferably, the first determination module 230 further includes:

[0130] The fourth judgment unit 233 is used to determine whether there is an unconnected interactive terminal after the result of the third judgment unit 232 determining whether there is an idle target interactive terminal. If the result of the fourth judgment unit 233 is yes, the execution module 240 is entered to match the unconnected target interactive terminal based on the preset rules.

[0131] More preferably, the fourth determination unit 233 includes:

[0132] Get subunit 2331, used to get the preset allocated reception volume and the current actual reception volume of each interactive terminal;

[0133] Judgment subunit 2332 is used to determine whether the current actual reception volume of the interactive terminal is greater than the preset allocated reception volume;

[0134] If the judgment result of the judgment subunit 2332 is yes, then the fourth judgment unit 233 judges that the interaction terminal is a hyper-connection interaction terminal.

[0135] If the judgment result of the judgment subunit 2332 is negative, then the fourth judgment unit 233 judges that the interaction terminal is an unconnected interaction terminal.

[0136] More preferably, the first determination module 230 further includes:

[0137] The fifth judgment unit 234 is used to determine whether the user's current state conforms to the preset disconnection logic based on the user's online interface status, the user's click information and the user's online duration.

[0138] If the judgment result of the fifth judgment unit 234 is yes, then the execution module 240 will be entered to perform user disconnection processing.

[0139] Example 4: Corresponding to Examples 1 to 3 above, the following will be combined with... Figure 3 This application provides a description of the computer equipment provided. In one example, for instance... Figure 3 As shown, this application provides a computer device, which includes:

[0140] One or more processors;

[0141] and a memory associated with the one or more processors, the memory being used to store program instructions that, when read and executed by the one or more processors, perform the following operations:

[0142] In response to a user interaction request, the user's status is set to queued, and it is determined whether there are available slots in the current waiting area.

[0143] If so, change the user status to pending connection.

[0144] Obtain user behavior information after the user enters the pending connection state;

[0145] Based on the behavioral information, determine whether the user's current state conforms to the preset disconnection logic;

[0146] If so, then perform user disconnection processing.

[0147] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0148] The process of responding to a user interaction request and setting the user state to a queued state:

[0149] Determine if there is a target interactive terminal that is currently idle;

[0150] If not, set the user status to queued status;

[0151] If so, the target interactive terminal will be matched based on preset rules.

[0152] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0153] Get the number of interactive terminals, the preset reception capacity of interactive terminals, the current actual reception capacity, and the number of users in the current waiting area;

[0154] The remaining data of the current waiting area is calculated based on the number of interactive terminals, the preset allocated reception capacity of the interactive terminals, the current actual reception capacity, the number of users in the current waiting area, and the first preset calculation rule.

[0155] Based on the available data of the current waiting area, determine whether there is any available space in the current waiting area.

[0156] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0157] After the user's status is changed to pending connection status...

[0158] A preset statement is sent to the user's online page for display. When the program instruction is read and executed by the one or more processors, the following operations are also performed:

[0159] Determine whether the information sent by the user includes at least one of text, images, order cards, product cards, and emoticons;

[0160] If so, then determine whether there is a target interactive terminal that is currently in an idle state.

[0161] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0162] After determining whether there is a target interactive terminal that is currently in an idle state.

[0163] If not, then determine whether there is an unconnected interactive terminal;

[0164] If so, then the target non-connected interactive terminal will be matched based on the preset rules.

[0165] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0166] Obtain the preset allocated reception capacity and the current actual reception capacity for each interactive terminal;

[0167] Determine whether the current actual number of visitors received by the interactive terminal is greater than the preset allocated number of visitors;

[0168] If so, then the interaction terminal is determined to be a hyper-connection interaction terminal;

[0169] If not, then the interaction terminal is determined to be an unconnected interaction terminal.

[0170] When the program instructions are read and executed by the one or more processors, the following operations are also performed:

[0171] Based on the user's online interface status, the user's click information, and the user's online duration, determine whether the user's current status conforms to the preset disconnection logic;

[0172] If so, then perform user disconnection processing.

[0173] When the program instructions are read and executed by the one or more processors, they can also perform operations corresponding to the steps in the above method embodiments, as described above, and will not be repeated here. (Reference) Figure 3 This exemplifies the architecture of a computer device, which may include a processor 310, a video display adapter 311, a disk drive 312, an input / output interface 313, a network interface 314, and a memory 320. The processor 310, video display adapter 311, disk drive 312, input / output interface 313, network interface 314, and memory 320 can communicate with each other via a communication bus 330.

[0174] The processor 310 can be implemented using a general-purpose central processing unit (CPU), microprocessor, application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to achieve the technical solution provided in this application.

[0175] The memory 320 can be implemented as a read-only memory (ROM), random access memory (RAM), static storage device, dynamic storage device, etc. The memory 320 can store the operating system 321 for controlling the operation of the computer device 300, and the basic input / output system (BIOS) 322 for controlling the low-level operations of the computer device 300. Additionally, it can store a web browser 323, data storage management 324, and an icon font processing system 325, etc. The aforementioned icon font processing system 325 can be the application program that specifically implements the aforementioned steps in this embodiment. In summary, when the technical solution provided in this application is implemented through software or firmware, the relevant program code is stored in the memory 320 and is called and executed by the processor 310.

[0176] Input / output interface 313 is used to connect input / output modules to realize information input and output. Input / output modules can be configured as components in the device (not shown in the figure) or externally connected to the device to provide corresponding functions. Input devices may include keyboards, mice, touch screens, microphones, various sensors, etc., and output devices may include displays, speakers, vibrators, indicator lights, etc.

[0177] Network interface 314 is used to connect a communication module (not shown in the figure) to enable communication between this device and other devices. The communication module can communicate via wired means (such as USB, Ethernet cable, etc.) or wireless means (such as mobile network, WIFI, Bluetooth, etc.).

[0178] Bus 330 includes a pathway for transmitting information between various components of the device, such as processor 310, video display adapter 311, disk drive 312, input / output interface 313, network interface 314, and memory 320.

[0179] In addition, the computer device 300 can also obtain information on specific acquisition conditions from the virtual resource object acquisition condition information database 341 for condition judgment, etc.

[0180] It should be noted that although the computer device 300 described above only shows a processor 310, a video display adapter 311, a disk drive 312, an input / output interface 313, a network interface 314, a memory 320, and a bus 330, in specific implementations, the computer device may also include other components necessary for normal operation. Furthermore, those skilled in the art will understand that the above device may only include the components necessary for implementing the solution of this application, and does not necessarily include all the components shown in the figures.

[0181] As can be seen from the above description of the embodiments, those skilled in the art can clearly understand that this application can be implemented by means of software plus necessary general-purpose hardware platforms. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product can be stored in a storage medium, such as ROM / RAM, magnetic disk, optical disk, etc., and includes several instructions to cause a computer device (which may be a personal computer, cloud server, or network device, etc.) to execute the methods described in various embodiments or some parts of the embodiments of this application.

[0182] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the device embodiments are basically similar to the method embodiments, so the description is relatively simple; relevant parts can be referred to the descriptions in the method embodiments. The device embodiments described above are merely illustrative. The modules described as separate components may or may not be physically separate. The components shown as modules may or may not be physical modules; that is, they may be located in one place or distributed across multiple network modules. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs. Those skilled in the art can understand and implement this without creative effort.

[0183] Furthermore, it should be understood that the terms "first" and "second" in this application are used for descriptive purposes only and should not be construed as indicating or implying relative importance or implicitly specifying the number of technical features indicated. Therefore, a feature defined with "first" or "second" may explicitly or implicitly include one or more of that feature.

[0184] Of course, the above embodiments are only for illustrating the technical concept and features of the present invention, and their purpose is to enable those skilled in the art to understand the content of the present invention and implement it accordingly. They should not be used to limit the scope of protection of the present invention. All modifications made according to the spirit and essence of the main technical solution of the present invention should be covered within the scope of protection of the present invention.

Claims

1. An information interaction method, characterized in that, The method comprises: in response to a user interaction request, setting a user state to a queuing state, and determining whether there is a surplus in a current waiting-to-connect area; if yes, changing the user state to a waiting-to-connect state, wherein the waiting-to-connect state is between the user queuing and connecting to a target interaction end, and when the waiting-to-connect area surplus is greater than 0, the user in the queuing state enters the waiting-to-connect state in sequence; obtaining behavior information of the user after the user is converted to the waiting-to-connect state; and determining whether the current state of the user meets a preset offline logic based on the behavior information; if yes, performing user offline processing and ending the waiting-to-connect state; wherein the behavior information comprises user sent information and user online interface state, user click information and user online duration, the determination whether the current state of the user meets the preset offline logic based on the behavior information comprises: determining whether the current state of the user meets the preset offline logic based on the user online interface state, the user click information and the user online duration; if yes, performing user offline processing; determining whether the user sent information comprises at least one of text, pictures, order cards, commodity cards and expressions; if yes, determining whether there is a target interaction end in an idle state.

2. The information interaction method according to claim 1, characterized in that, The method further comprises, before the setting of the user state to the queuing state after the response to the user interaction request: determining whether there is a target interaction end in an idle state; if no, setting the user state to the queuing state; if yes, matching a target interaction end based on a preset rule.

3. The information interaction method according to claim 2, characterized in that, The determination whether there is a surplus in the current waiting-to-connect area comprises: obtaining the number of interaction ends, preset allocation reception amount of the interaction ends, current actual reception amount and the number of users in the current waiting-to-connect area; calculating current waiting-to-connect area surplus data based on the number of interaction ends, preset allocation reception amount of the interaction ends, current actual reception amount, the number of users in the current waiting-to-connect area and a first preset calculation rule; determining whether there is a surplus in the current waiting-to-connect area based on the current waiting-to-connect area surplus data.

4. The information interaction method according to claim 3, characterized in that, The method further comprises, after the changing of the user state to the waiting-to-connect state: sending a preset sentence to a user end online page display.

5. The information interaction method according to claim 4, characterized in that, The method further comprises, after the determination whether there is a target interaction end in an idle state: if no, determining whether there is an un-over-reception interaction end; if yes, matching a target un-over-reception interaction end based on the preset rule.

6. The information interaction method according to claim 5, characterized in that, The determination whether there is an un-over-reception interaction end comprises: obtaining preset allocation reception amount and current actual reception amount of each interaction end; determining whether the current actual reception amount of the interaction end is greater than the preset allocation reception amount; if yes, determining that the interaction end is an over-reception interaction end; if no, determining that the interaction end is an un-over-reception interaction end.

7. An information interaction system for implementing the information interaction method according to claim 1, characterized in that, The system comprises: a setting determination module, configured to set a user state to a queuing state in response to a user interaction request, and determine whether there is a surplus in a current waiting-to-connect area; and change the user state to a waiting-to-connect state after determining that there is a surplus in the current waiting-to-connect area; an obtaining module, configured to obtain behavior information of the user after the user is converted to the waiting-to-connect state; and A first judging module is configured to judge whether a current state of the user conforms to a preset line breaking logic based on the behavior information. An executing module is configured to execute a user line breaking process when the judging result of the judging module is yes.

8. A computer device, comprising: The computer device comprises: one or more processors; and a memory associated with the one or more processors, the memory being configured to store program instructions, which, when read and executed by the one or more processors, perform the information interaction method according to any one of claims 1-6.

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