Customer service session, customer service configuration method and device, terminal and storage medium

Abstract

The embodiment of the application discloses a customer service conversation, a customer service configuration method and device, a terminal and a storage medium, and relates to the technical field of Internet. The method comprises the following steps: displaying an application information interface, the application information interface is used for displaying application information of a third-party application in a first instant messaging application; receiving a triggering operation on a customer service control in the application information interface, the customer service control is used for triggering a customer service conversation with a first customer service account corresponding to the third-party application in the first instant messaging application; and based on the triggering operation, displaying a second customer service conversation interface corresponding to a second customer service account in a second instant messaging application, the second customer service account is a customer service account in the second instant messaging application, the second customer service account is associated with the third-party application in the first instant messaging application, and messages between the second customer service account and the first customer service account are intercommunicated. The scheme provided by the embodiment of the application can simplify the process of the customer service conversation and improve the efficiency of the customer service conversation.

Description

Technical Field

[0001] This application relates to the field of Internet technology, and in particular to a customer service session, customer service configuration method, device, terminal and storage medium. Background Technology

[0002] To improve the ease of use of applications, related technologies include instant messaging (IM) applications that support the running of third-party applications developed by third-party service providers, allowing users to use them directly without downloading third-party applications.

[0003] To answer questions users encounter before or during application use, related technologies often involve third-party service providers setting up online customer service within instant messaging applications, allowing users to consult with online customer service in real time through the installed instant messaging application.

[0004] However, if the instant messaging application on which the third-party application depends is not installed on the terminal, the instant messaging application must be installed first before a customer service session can be conducted, which makes the customer service session process cumbersome and inefficient. Summary of the Invention

[0005] This application provides a customer service session, a customer service configuration method, an apparatus, a terminal, and a storage medium, which can simplify the customer service session process and improve customer service session efficiency. The technical solution is as follows:

[0006] On one hand, embodiments of this application provide a customer service session method, the method comprising:

[0007] The application information interface is used to display the application information of third-party applications in the first instant messaging application.

[0008] The system receives a trigger operation on the customer service control in the application information interface. The customer service control is used to trigger a customer service conversation with the first customer service account corresponding to the third-party application in the first instant messaging application.

[0009] Based on the triggering operation, the second customer service account corresponding to the second customer service account is displayed in the second instant messaging application. The second customer service account is a customer service account in the second instant messaging application. The second customer service account is associated with the third-party application in the first instant messaging application, and the second customer service account and the first customer service account communicate with each other.

[0010] On the other hand, embodiments of this application provide a customer service configuration method, the method comprising:

[0011] Displays the application configuration interface of a third-party application, which is an application within the first instant messaging application;

[0012] In response to the second customer service configuration operation in the application configuration interface, a first customer service account list is displayed in the application configuration interface. The first customer service account list includes a first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application.

[0013] In response to the selection of a first customer service account from the first customer service account list, a second customer service account configured by the third-party application is displayed. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account communicates with the selected first customer service account.

[0014] On the other hand, embodiments of this application provide a customer service session device, the device comprising:

[0015] The interface display module is used to display the application information interface, which is used to display the application information of third-party applications in the first instant messaging application.

[0016] An operation receiving module is used to receive trigger operations on the customer service control in the application information interface, wherein the customer service control is used to trigger a customer service session with the first customer service account corresponding to the third-party application in the first instant messaging application.

[0017] The session display module is used to display the second customer service session interface corresponding to the second customer service account in the second instant messaging application based on the trigger operation. The second customer service account is a customer service account in the second instant messaging application. The second customer service account is associated with the third-party application in the first instant messaging application, and the second customer service account and the first customer service account communicate with each other.

[0018] On the other hand, embodiments of this application provide a customer service configuration device, the device comprising:

[0019] The interface display module is used to display the application configuration interface of a third-party application, wherein the third-party application is an application in the first instant messaging application.

[0020] The list display module is used to respond to the second customer service configuration operation in the application configuration interface and display the first customer service account list in the application configuration interface. The first customer service account list includes the first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application.

[0021] The customer service configuration module is used to respond to the selection operation of the first customer service account in the first customer service account list and display the second customer service account configured by the third-party application. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account communicates with the selected first customer service account.

[0022] On the other hand, embodiments of this application provide a terminal, the terminal including a processor and a memory, the memory storing at least one instruction, the at least one instruction being loaded and executed by the processor to implement the customer service session method as described above, or to implement the customer service configuration method as described above.

[0023] On the other hand, embodiments of this application provide a computer-readable storage medium storing at least one instruction, which is loaded and executed by a processor to implement the customer service session method as described above, or to implement the customer service configuration method as described above.

[0024] On the other hand, embodiments of this application provide a computer program product, which includes computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the customer service session method provided above, or to implement the customer service configuration method provided above.

[0025] In this embodiment, by associating a second customer service account in a second instant messaging application with a third-party application in a first instant messaging application, and enabling message communication between the second customer service account and the first customer service account in the first instant messaging application, when the first instant messaging application is not installed on the terminal but the second instant messaging application is installed, the terminal can automatically jump to display the second customer service session interface of the second instant messaging application when the customer service control in the application information interface of the third-party application is triggered. This allows the user to interact with the second customer service account in the second customer service session interface, thereby indirectly realizing interaction with the first customer service account in the first instant messaging application. This eliminates the need to pre-install the first instant messaging application, thus simplifying the customer service session process and improving customer service session efficiency. Attached Figure Description

[0026] 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.

[0027] Figure 1 This is a schematic diagram illustrating the implementation of a customer service conversation process in related technologies;

[0028] Figure 2 A schematic diagram of an implementation environment provided by an exemplary embodiment of this application is shown;

[0029] Figure 3 A flowchart of a customer service session method provided in an exemplary embodiment of this application is shown;

[0030] Figure 4 This is an exemplary embodiment of the customer service session process illustrated in this application;

[0031] Figure 5 A flowchart of a customer service session method provided by another exemplary embodiment of this application is shown;

[0032] Figure 6 This is another exemplary embodiment of the present application illustrating an implementation diagram of a customer service session process;

[0033] Figure 7 This is another exemplary embodiment of the present application illustrating an implementation diagram of a customer service session process;

[0034] Figure 8 This is a schematic diagram illustrating the principle of the intermediate page launching a customer service session, as shown in an exemplary embodiment of this application.

[0035] Figure 9 This is another exemplary embodiment of the present application illustrating an implementation diagram of a customer service session process;

[0036] Figure 10 This illustration shows a schematic diagram of a customer service session process provided in an exemplary embodiment of this application;

[0037] Figure 11 A flowchart illustrating a customer service configuration method provided in an exemplary embodiment of this application is shown;

[0038] Figure 12 This is a schematic diagram of the interface for a submission failure notification, as illustrated in an exemplary embodiment of this application.

[0039] Figure 13 This is a structural block diagram of a customer service session device provided in an exemplary embodiment of this application;

[0040] Figure 14 This is a structural block diagram of a customer service configuration device provided in an exemplary embodiment of this application;

[0041] Figure 15 A schematic diagram of the structure of a terminal provided in an exemplary embodiment of this application is shown. Detailed Implementation

[0042] To make the objectives, technical solutions, and advantages of this application clearer, the embodiments of this application will be described in further detail below with reference to the accompanying drawings.

[0043] In related technologies, when an instant messaging application supports the access of third-party applications, users can directly use third-party applications within the instant messaging application without having to download and install them.

[0044] In order to promptly address issues encountered by users while using third-party applications, or to answer users' questions before they use third-party applications, third-party service providers typically set up online customer service for third-party applications. This online customer service is implemented based on the instant messaging applications that the third-party applications rely on.

[0045] As can be seen, before users can engage in customer service inquiries, they first need to install the instant messaging application that the third-party application depends on on their device. Only then can they conduct customer service conversations within the instant messaging application. For users who have used third-party applications before, since the instant messaging application was already installed before using the third-party application, they can directly conduct customer service conversations. However, for users who have not used third-party applications before, since their devices may not have the instant messaging application that the third-party application depends on installed, they cannot directly conduct customer service conversations.

[0046] In an illustrative scenario, such as Figure 1 As shown, when a third-party service provider promotes a third-party application through a referral link, the terminal displays the application details interface 11 of the third-party application upon receiving a click on the referral link. To facilitate user inquiries, a customer service control 12 is included in this application details interface 11. When a click on the customer service control 12 is received, since the terminal does not have the instant messaging application that the third-party application depends on installed, the terminal displays a prompt message 13, reminding the user that they need to install the instant messaging application before they can contact customer service.

[0047] Clearly, due to the limitations of the aforementioned customer service configuration methods, the customer service conversation process is cumbersome, and the usability of customer service conversations is limited, which is not conducive to the promotion of third-party applications and the discovery of potential users.

[0048] To simplify the customer service conversation process and expand its usability, this application embodiment associates a second customer service account in a second instant messaging application with a third-party application in a first instant messaging application, enabling message communication between the second customer service account and the first customer service account in the first instant messaging application. Even when the first instant messaging application is not installed on the terminal, but the second instant messaging application is, when the customer service control in the corresponding application information interface of the third-party application is triggered, the terminal can automatically jump to and display the second customer service conversation interface of the second instant messaging application. This allows the user to interact with the second customer service account in the second customer service conversation interface, indirectly achieving interaction with the first customer service account in the first instant messaging application. This eliminates the need to pre-install the first instant messaging application, thus simplifying the customer service conversation process and improving its efficiency.

[0049] Figure 2 This diagram illustrates an implementation environment provided by an exemplary embodiment of this application. The implementation environment includes a first terminal 210, a first instant messaging server 220, a second instant messaging server 230, and a second terminal 240. The first terminal 210 and the first instant messaging server 220 communicate via a communication network; the second terminal 240 and the second instant messaging server 230 communicate via a communication network; and the first instant messaging server 220 and the second instant messaging server 230 communicate via a communication network. Optionally, the communication network can be a wired network or a wireless network, and the communication network can be at least one of a local area network (LAN), a metropolitan area network (MAN), and a wide area network (WAN).

[0050] The first terminal 210 is an electronic device running a first instant messaging application, and the second terminal 240 is an electronic device running a second instant messaging application. This electronic device can be a mobile terminal such as a smartphone, tablet, laptop, or in-vehicle terminal, or a terminal such as a desktop computer or a projector computer. Figure 2 The example of the first terminal 210 and the second terminal 240 being both smartphones is used for illustration, but this does not constitute a limitation.

[0051] Among them, the first instant messaging application supports the integration of third-party applications, meaning that third-party applications can be used directly within the first instant messaging application without the need for downloading and installation.

[0052] In some embodiments, a first instant messaging application running on the first terminal 210 is logged into a first customer service account. This first customer service account is a customer service account configured by a third-party service provider for the third application. Accordingly, customer service personnel can communicate with users through the first customer service account. The same third-party application can be configured with multiple first customer service accounts to meet the concurrent needs of customer service sessions.

[0053] In some embodiments, the second instant messaging application running on the second terminal 240 supports a customer service session function. Under the customer service session function, after the second instant messaging application obtains the account information of the second customer service account, it can initiate a customer service session between the currently logged-in instant messaging account and the second customer service account without needing to establish a social relationship with the second customer service account.

[0054] In this embodiment, the first instant messaging application and the second instant messaging application are instant messaging applications that support message exchange. Optionally, when a first account in the first instant messaging application is bound (or associated) with a second account in the second instant messaging application, message exchange can be achieved between the first account and the second account. In one possible implementation, the first instant messaging application is a work-related instant messaging application, and the second instant messaging application is a social instant messaging application.

[0055] The first instant messaging server 220 serves as the backend server for the first instant messaging application, and the second instant messaging server 230 serves as the backend server for the second instant messaging application. The first instant messaging server 220 and the second instant messaging server 230 can be independent physical servers, server clusters or distributed systems composed of multiple physical servers, or cloud servers providing basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, content delivery networks (CDNs), and big data and artificial intelligence platforms.

[0056] In this embodiment, the first instant messaging server 220 stores customer service configurations corresponding to a third-party application. These configurations include account information for a first customer service account within the first instant messaging application, as well as account information for a second customer service account associated with the third-party application. Optionally, the second customer service account can be manually configured or automatically configured based on the first customer service account. Figure 2 As shown, the implementation environment also includes a third terminal 250, which is used to configure customer service for the third application.

[0057] In this embodiment of the application, the first instant messaging server 220 and the second instant messaging server 230 support message communication, thereby enabling message communication between the first customer service account and the second customer service account.

[0058] In one possible application scenario, when a user accesses the application details interface of a third-party application using a second instant messaging application running on a second terminal 240, the second terminal 240 obtains the customer service configuration of the third-party application from the first server 220.

[0059] Since the second terminal 240 does not have the first instant messaging application installed, when the user clicks the customer service control in the application details interface, the second instant messaging application in the second terminal 240 initiates a customer service session with the second customer service account based on the second customer service account in the customer service configuration.

[0060] During the conversation, the customer service message sent by the second terminal 240 is forwarded by the second instant messaging server 230 to the first instant messaging server 220, and then the first instant messaging server 220 sends the conversation message to the first terminal 210 that is logged into the first customer service account (which communicates with the second customer service account), so that the user can communicate with the customer service using the first instant messaging application through the second instant messaging application.

[0061] The customer service session method provided in this application embodiment is used for Figure 2 The second terminal 240 in the system, the customer service configuration method is used for Figure 2 The third terminal 250 in the process. For ease of description, the following embodiments will be described using the terminal as the execution subject.

[0062] Figure 3 A flowchart of a customer service session method provided in an exemplary embodiment of this application is shown. This embodiment illustrates the method using a terminal as an example, and the method includes the following steps.

[0063] Step 301: Display the application information interface. The application information interface is used to display the application information of third-party applications in the first instant messaging application.

[0064] In one possible implementation, when the terminal opens a link to the application information interface through the application, the application information interface of the third-party application is displayed within the application. This application can be a browser application, or an application with a browser engine, such as an instant messaging application with web browsing capabilities.

[0065] The application information interface involved in this application embodiment is not the actual application interface of the third-party application, but an interface that introduces the third-party application. The application information contained therein may include function introduction, service provider introduction, etc.

[0066] In this embodiment, since the application information interface can only display limited application information, in order to help users further understand the third-party application and increase the probability of using the third-party application in the future, the application information interface also includes a customer service control. By triggering the customer service control, users can communicate online with the customer service configured for the third-party application.

[0067] Step 302: Receive the trigger operation of the customer service control in the application information interface. The customer service control is used to trigger a customer service conversation with the first customer service account corresponding to the third-party application in the first instant messaging application.

[0068] In some embodiments, a third-party application is configured with a corresponding first customer service account, which is a customer service account in a first instant messaging application. That is, the customer service representative conducts customer service conversations with the user by logging into the first instant messaging application with the first customer service account.

[0069] Step 303: Based on the triggered operation, display the second customer service conversation interface corresponding to the second customer service account in the second instant messaging application. The second customer service account is a customer service account in the second instant messaging application. The second customer service account is associated with a third-party application in the first instant messaging application, and messages can be exchanged between the second customer service account and the first customer service account.

[0070] The terminal may not have the first instant messaging application installed, or the user may not have registered an account in the first instant messaging application. To enable customer service conversations without needing to download and install the first instant messaging application or register an account in it, in this embodiment, the third-party application is associated not only with the first customer service account in the first instant messaging application but also with a second customer service account in the second instant messaging application. Furthermore, the associated first and second customer service accounts can communicate with each other; that is, the first instant messaging application logged into the first customer service account can display customer service messages received by the second customer service account and can reply to customer service messages received by the second customer service account through the first instant messaging application.

[0071] In one possible implementation, if the first instant messaging application is not installed but the second instant messaging application is installed, the terminal displays the second customer service session interface corresponding to the second customer service account in the second instant messaging application based on a trigger operation.

[0072] Within this second customer service session interface, users can conduct customer service conversations with the second customer service account using their currently logged-in instant messaging account. Furthermore, because the second customer service account and the first customer service account share messages, customer service representatives logged into the first instant messaging application using the first customer service account can view the messages sent by the user and reply to them within the first instant messaging application. Users can then view the customer service representative's replies within the second customer service session interface.

[0073] The message exchange between the first customer service account and the second customer service account is achieved by the first instant messaging server and the second instant messaging service.

[0074] Indicative, such as Figure 4As shown, on the user side, the user terminal scans the promotional QR code of the third-party application using the image code scanning function of the second instant messaging application. The second instant messaging application then displays the application information interface 41 of the third-party application through its internal browser. When the user clicks the customer service control 42, since the user terminal does not have the first instant messaging application installed, the user terminal displays the user-side customer service conversation interface 43 corresponding to the currently logged-in instant messaging account "Zhang San" and the second customer service account "Customer Service Xiao A" within the second instant messaging application. Correspondingly, on the customer service side, the customer service terminal displays the customer service conversation interface 44 corresponding to the instant messaging account "Zhang San" and the first customer service account "Customer Service Xiao A" within the first instant messaging application. Because the first customer service account "Customer Service Xiao A" and the second customer service account "Customer Service Xiao A" communicate with each other, the user can use the first instant messaging application to have a conversation with customer service using the second instant messaging application.

[0075] In some embodiments, since the installation rate of the second instant messaging application is higher than that of the first instant messaging application, implementing the customer service session function with the help of the second instant messaging application can expand the available scenarios for customer service sessions.

[0076] In summary, in this embodiment, by associating the second customer service account in the second instant messaging application with a third-party application in the first instant messaging application, and realizing message communication between the second customer service account and the first customer service account in the first instant messaging application, when the first instant messaging application is not installed on the terminal but the second instant messaging application is installed, the terminal can automatically jump to display the second customer service session interface of the second instant messaging application when the customer service control in the application information interface of the third-party application is triggered. This allows the user to interact with the second customer service account in the second customer service session interface, thereby indirectly realizing interaction with the first customer service account in the first instant messaging application. This eliminates the need to pre-install the first instant messaging application, thus simplifying the customer service session process and improving customer service session efficiency.

[0077] Because the terminals and applications displaying the application information interface differ in different scenarios, the specific methods for displaying the customer service conversation interface also vary. The following exemplary embodiments illustrate the customer service conversation initiation process in different scenarios.

[0078] Figure 5 A flowchart of a customer service session method provided in another exemplary embodiment of this application is shown. This embodiment illustrates the method using a terminal as an example, and the method includes the following steps.

[0079] Step 501: Display the application information interface. The application information interface is used to display the application information of third-party applications in the first instant messaging application.

[0080] Step 502: Receive the trigger operation of the customer service control in the application information interface. The customer service control is used to trigger a customer service conversation with the first customer service account corresponding to the third-party application in the first instant messaging application.

[0081] The implementation methods of steps 501 to 502 above can refer to steps 301 to 302, and will not be repeated here in this embodiment.

[0082] Step 503: Determine the browser environment.

[0083] The browser environment here refers to the runtime environment of the browser that displays the application information interface. In one possible implementation, the browser environment is obtained based on the user agent (UA).

[0084] In some embodiments, the browser environment is used to determine whether it is a mobile or desktop application. When the browser is running in a mobile browser environment, it indicates that the application information interface is displayed in a mobile application (such as an application on a smartphone, tablet, or other mobile terminal). When the browser is running in a desktop browser environment, it indicates that the application information interface is displayed in a desktop application (such as an application on a personal computer).

[0085] In other embodiments, the browser environment is used to determine the application. For example, based on the browser environment, it can be determined which application the application information interface is displayed in, such as a browser application, a first instant messaging application, a second instant messaging application, etc.

[0086] In some other embodiments, the browser environment is used to determine the operating system, kernel, carrier, carrier version, etc. of the browser. This application does not limit the specific information contained in the browser environment.

[0087] In one possible implementation, the application information interface incorporates browser environment determination logic. Once the browser environment is determined, the terminal uses this logic to determine the events triggered by the customer service controls.

[0088] Optionally, if the browser environment is not provided by the first instant messaging application and is a mobile browser environment, the terminal executes steps 504 to 506; if the browser environment is provided by the first instant messaging application, the terminal executes steps 507 to 508; if the browser environment is neither provided by the first instant messaging application nor the second instant messaging application and is a non-mobile browser environment, the terminal executes step 509.

[0089] It should be noted that there is no strict sequential relationship between determining the browser environment and receiving the trigger operation on the customer service control. That is, the browser environment can be determined before receiving the trigger operation on the customer service control. This application embodiment does not limit this.

[0090] Step 504: If the browser environment is not provided by the first instant messaging application and the browser environment is a mobile browser environment, open the intermediate page based on the trigger operation.

[0091] When the browser environment is not provided by the first instant messaging application and the browser environment is a mobile browser environment, it indicates that the application information interface is displayed in other applications besides the first instant messaging application on the mobile terminal. In order to ensure that the customer service session can proceed normally, this embodiment introduces an intermediate page for launching the customer service session and binds the opening operation of the intermediate page with the triggering operation of the customer service control.

[0092] It should be noted that since the intermediate page is primarily responsible for implementing the logic of initiating the customer service session, rather than for displaying the interface, the intermediate page may not be visible to the user. From an interface perspective, in one possible implementation, if the browser environment is not provided by the first instant messaging application and is a mobile browser environment, when a trigger operation is received on the customer service control in the application information interface, the terminal displays a blank interface, and then jumps from the blank interface to the customer service session interface; alternatively, the terminal jumps directly from the application information interface to the customer service session interface.

[0093] Step 505: Launch the customer service session corresponding to the second customer service account through the intermediate page.

[0094] When the browser environment is not provided by the first instant messaging application, it may be provided by the second instant messaging application, or by other applications besides the second instant messaging application.

[0095] In one possible implementation, the intermediate page contains browser environment determination logic. When the intermediate page is opened, the terminal executes the browser environment determination logic to determine the customer service session initiation method based on the browser environment provider.

[0096] In some embodiments, when the mobile browser environment is provided by a second instant messaging application, since the second instant messaging application is currently running in the foreground, the terminal can launch the customer service session corresponding to the second customer service account through an intermediate page.

[0097] In an illustrative example, such as Figure 6As shown, the terminal (without the first instant messaging application installed) scans the promotional QR code of the third-party application using the image code scanning function of the second instant messaging application. The second instant messaging application then displays the application information interface 61 of the third-party application through its internal browser. When the user clicks the customer service control 62, the terminal opens an intermediate page and initiates a customer service conversation between the currently logged-in instant messaging account "Zhang San" and the second customer service account "Customer Service Xiao A" in the second instant messaging application. Based on this initiated customer service conversation, the second customer service conversation interface 63 is then displayed in the second instant messaging application.

[0098] In other embodiments, when the mobile browser environment is not provided by the second instant messaging application, since the second instant messaging application may not be running or may be in the background, the terminal first needs to activate the second instant messaging application (execute the browser environment determination logic of the intermediate page), and then open the intermediate page in the mobile browser environment provided by the second instant messaging application, thereby launching the customer service session corresponding to the second customer service account through the intermediate page. After the customer service session is launched, the application displaying the application information interface enters a background state.

[0099] In an illustrative example, such as Figure 7 As shown, the terminal (without the first instant messaging application installed) scans the promotional QR code of the third-party application using the image code scanning function of the browser application. The browser application then displays the application information interface 71 of the third-party application. When the user clicks the customer service control 72, the terminal opens an intermediate page. Since the second instant messaging application is not running, the terminal first launches the second instant messaging application, and then opens the intermediate page within the second instant messaging application. This intermediate page initiates a customer service conversation between the currently logged-in instant messaging account "Zhang San" and the second customer service account "Customer Service Xiao A" in the second instant messaging application. Based on this initiated customer service conversation, the second customer service conversation interface 73 is then displayed in the second instant messaging application.

[0100] Regarding the method of initiating a customer service session, in one possible implementation, within a second instant messaging application, an intermediate page initiates the customer service session by executing a pre-defined jsAPI protocol. This application does not limit the specific method of initiating a customer service session.

[0101] In some embodiments, the intermediate page, in addition to initiating customer service sessions, also provides customer service inquiry statistics. In one possible implementation, after the terminal opens the intermediate page based on a trigger operation, it reports the application identifier of the third-party application to the server corresponding to the first instant messaging application through the intermediate page, so that the server can count the customer service inquiry volume of different third-party applications.

[0102] Regarding the method of reporting application identifiers, in some embodiments, the link of the intermediate page provides a scene parameter (scene_type). When the source of the customer service inquiry is a third-party application, the intermediate page will report the application identifier of the third-party application as a scene parameter to the server.

[0103] Optionally, the server can count the number of reports for different application identifiers to obtain the number of customer service sessions for each third-party application.

[0104] like Figure 8 The diagram illustrates the principle behind the process of an intermediate page initiating a customer service session. After the terminal opens the intermediate page, it determines the browser environment based on the logic within the intermediate page. When the browser environment is provided by a second instant messaging application, the intermediate page directly executes the jsAPI and reports the application identifier, initiating the customer service session. When the browser environment is provided by another application, the terminal invokes the second instant messaging application, which then opens the intermediate page. The opened intermediate page then executes the jsAPI and reports the application identifier, initiating the customer service session.

[0105] Step 506: Display the second customer service session interface in the second instant messaging application based on the initiated customer service session.

[0106] Furthermore, based on the initiated customer service session, the terminal displays a second customer service session interface in the second instant messaging application.

[0107] It should be noted that after the second customer service session interface is displayed, the user terminal and the customer service terminal need to use the message communication mechanism between the instant messaging server to transmit customer service messages.

[0108] Step 507: If the browser environment is provided by the first instant messaging application, launch the customer service session corresponding to the first customer service account.

[0109] When the browser environment is provided by the first instant messaging application, it indicates that the first instant messaging application is installed on the terminal. At this time, the terminal can directly launch the customer service session between the currently logged-in instant messaging account and the first customer service account of the first instant messaging application, so that the customer service can be directly communicated through the first instant messaging application in the future.

[0110] Step 508: Display the first customer service session interface in the first instant messaging application based on the initiated customer service session.

[0111] Furthermore, based on the initiated customer service session, the terminal displays the first customer service session interface in the first instant messaging application.

[0112] It should be noted that after the first customer service session interface is displayed, the user terminal and the customer service terminal can directly transmit customer service messages through the first instant messaging server without the need for the second instant messaging server.

[0113] Step 509: If the browser environment is not provided by the first or second instant messaging application, and the browser environment is a desktop browser environment, based on the trigger operation, the intermediate page graphic code is displayed in the application information interface. The intermediate page graphic code is generated based on the link of the intermediate page.

[0114] Since the browser environment is neither provided by the first instant messaging application nor the second instant messaging application, and the browser environment is a desktop browser environment, the customer service session cannot be implemented in the same way as in the mobile terminal by calling up the second instant messaging application and launching the customer service session through the intermediate page. Therefore, the triggering operation of the customer service control will not open the intermediate page.

[0115] To improve the usability of customer service sessions in this scenario, in one possible implementation, the terminal displays an intermediate page graphic code in the application information interface based on a triggered operation of the customer service control. This intermediate page graphic code is generated based on the link to the intermediate page. Optionally, the intermediate page graphic code is generated by the application information interface based on graphic code generation logic, or it can be pre-set in the application information interface.

[0116] Optionally, when displaying the graphic code on the intermediate page, the application information interface also displays a prompt message, prompting the user to scan the graphic code with a mobile device to initiate a customer service conversation.

[0117] In the subsequent process, the user scans the intermediate page's graphic code using their mobile terminal. The mobile terminal parses the graphic code to obtain the link to the intermediate page and opens it through the browser environment provided by the application. Further, the mobile terminal initiates a customer service session through step 505 above and displays the second customer service session interface.

[0118] Indicative, such as Figure 9 As shown, the personal computer opens a promotional link for a third-party application through a browser application, and the browser application displays the application information interface 91 of the third-party application. When the user clicks the customer service control, the personal computer displays a QR code 92 on the middle page in the application information interface 91 and prompts the user to scan it using a second instant messaging application on their mobile phone.

[0119] After the user scans the QR code 92 on the intermediate page using the second instant messaging application on their mobile phone, the intermediate page is opened based on the QR code parsing result. The mobile phone then initiates a customer service conversation between the currently logged-in instant messaging account "Zhang San" and the second customer service account "Customer Service Xiao A" in the second instant messaging application through the intermediate page, and then displays the second customer service conversation interface 93 in the second instant messaging application based on the initiated customer service conversation.

[0120] In this embodiment, different customer service session initiation strategies are set for several typical application scenarios, such as opening the application information interface using the first instant messaging application, opening the application information interface using the second instant messaging application, and opening the application information interface using other applications on the desktop terminal. This enables customer service sessions to be conducted through the first instant messaging application or the second instant messaging application in the above application scenarios, expands the available scenarios for customer service sessions, simplifies the customer service session process, and improves customer service session efficiency.

[0121] In addition, in this embodiment, the intermediate page records the source of the customer service session (i.e., a third-party application) and reports it to the server so that the server can count the number of customer service sessions based on the reported data, thereby improving the accuracy of customer service session statistics.

[0122] Since the customer service account information is required to initiate a customer service session, the terminal needs to obtain the customer service configuration information from the server corresponding to the first instant messaging application in order to initiate a customer service session based on the customer service configuration information.

[0123] This customer service configuration information includes the relationships between third-party applications, the primary customer service account, and the secondary customer service account. Table 1 illustrates the customer service configuration information.

[0124] Table 1

[0125]

[0126] Regarding the timing of obtaining customer service configuration information, in one possible implementation, when the terminal displays the application information interface, it obtains the customer service configuration information corresponding to the third-party application from the server of the first instant messaging application based on the application identifier contained in the interface. Of course, the terminal can also obtain customer service configuration information at other times (before initiating a customer service session), and this embodiment does not limit this.

[0127] Accordingly, after obtaining the customer service configuration information, the terminal launches the customer service session corresponding to the second customer service account through the intermediate page based on the second customer service account in the customer service configuration information, or launches the customer service session corresponding to the first customer service account based on the first customer service account in the customer service configuration information.

[0128] It should be noted that if the third-party application has not configured a primary customer service account and a secondary customer service account, the terminal cannot obtain the customer service configuration information. In this case, the terminal cannot initiate a customer service session.

[0129] Indicative, such as Figure 10 As shown, it illustrates a schematic diagram of a customer service session process provided in an exemplary embodiment of this application.

[0130] When the terminal opens the application information interface, it retrieves the customer service configuration information from the third-party application. When the user triggers the customer service control within the application information interface, the application information interface checks the browser environment. If the browser environment is provided by the first instant messaging application, it further checks whether a first customer service account is configured. If a first customer service account is configured, it executes the jsAPI to initiate a customer service session with the first customer service account; if no first customer service account is configured, it provides an information entry interface and reports the contact information entered by the user to the customer database so that customer service can follow up by phone later.

[0131] When the browser environment is provided by a second instant messaging application, if the user is in a desktop browser environment, a QR code for an intermediate page will be displayed. The user can then scan this QR code with a mobile device to open the intermediate page and execute its logic, initiating a customer service session with the second customer service account via a jsAPI. If the user is in a mobile browser environment, the intermediate page will be opened and its logic executed, initiating a customer service session with the second customer service account via a jsAPI.

[0132] The above embodiments illustrate the process of establishing a customer service session. The following embodiments illustrate the customer service configuration process of a third-party application.

[0133] Figure 11 A flowchart of a customer service configuration method provided in an exemplary embodiment of this application is shown. This embodiment illustrates the method using a terminal as an example, and the method includes the following steps.

[0134] Step 1101: Display the application configuration interface of the third-party application, which is the application in the first instant messaging application.

[0135] Optionally, the third-party application can be either an already launched application or an application that has not yet been launched.

[0136] Optionally, the application configuration interface may include at least customer service configuration options for configuring customer service.

[0137] Step 1102: In response to the second customer service configuration operation in the application configuration interface, the first customer service account list is displayed in the application configuration interface. The first customer service account list includes the first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application.

[0138] When it is necessary to configure a second customer service account within a second instant messaging application for a third-party application, the second customer service configuration operation can be performed within the application configuration interface. Optionally, this second customer service configuration operation can be a trigger operation on the second customer service configuration control.

[0139] To ensure that the first customer service account configured for a third-party application can communicate with the second customer service account after customer service configuration, the terminal obtains the configured first customer service account from the server of the first instant messaging application and displays it in the application configuration interface in a list format, so that the associated second customer service account can be configured for the first customer service account in the future.

[0140] In one possible implementation, upon receiving a second customer service configuration operation within the application configuration interface, the terminal detects whether the third-party application has a first customer service account configured. In response to the second customer service configuration operation within the application configuration interface, if the third-party application has a first customer service account configured, the terminal displays a list of first customer service accounts within the application configuration interface.

[0141] In one possible implementation, the application configuration interface includes a CustomerSelectKfDialog component. This component retrieves the first customer service account that can be configured to be associated with other customer service accounts and provides the ability to display and select this account. After the user selects the first customer service account to be associated with and confirms it, the component calls back to the application settings interface to further complete the account settings interaction.

[0142] In response to the second customer service configuration operation in the application configuration interface, if the third-party application has not configured the first customer service account, the terminal displays a customer service configuration prompt message to prompt the user to configure the first customer service account.

[0143] In one possible implementation, the application configuration interface includes a CustomerGoSettingDialog component. This component provides guidance when it is determined that a second customer service account has not been configured in the third-party application. If a second customer service account configuration operation is received, and it is determined that the first customer service account has not been configured, the component will provide a prompt.

[0144] Furthermore, in response to the first customer service configuration operation within the application configuration interface, the terminal generates a first customer service account list (generated based on the configured first customer service accounts).

[0145] Step 1103: In response to the selection operation of the first customer service account in the first customer service account list, the second customer service account configured by the third-party application is displayed. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account and the selected first customer service account can communicate with each other.

[0146] In one possible implementation, when a first customer service account that needs to be configured with an associated customer service account is selected from the first customer service account list, the terminal sends a customer service account creation request to the server corresponding to the second instant messaging application and obtains the second customer service account from the server. The second customer service account is then displayed in the application configuration interface, informing the user that an associated second customer service account has been configured for the selected first customer service account.

[0147] In order for customer service personnel to receive and reply to customer service messages from the second instant messaging application by logging into the first instant messaging application with the first customer service account, the server of the first instant messaging application needs to associate the second customer service account with the third-party application and set up message communication between the second customer service account and the first customer service account.

[0148] In summary, in this embodiment, by associating the second customer service account in the second instant messaging application with a third-party application in the first instant messaging application, and realizing message communication between the second customer service account and the first customer service account in the first instant messaging application, when the first instant messaging application is not installed on the terminal but the second instant messaging application is installed, the terminal can automatically jump to display the second customer service session interface of the second instant messaging application when the customer service control in the application information interface of the third-party application is triggered. This allows the user to interact with the second customer service account in the second customer service session interface, thereby indirectly realizing interaction with the first customer service account in the first instant messaging application. This eliminates the need to pre-install the first instant messaging application, thus simplifying the customer service session process and improving customer service session efficiency.

[0149] In some embodiments, in order to improve the availability of customer service sessions, for third-party applications that are not yet online, the customer service configuration of the third-party applications needs to be verified before the online review.

[0150] In one possible implementation, in response to the application review operation in the application configuration interface, if the third-party application is configured with a first customer service account and a second customer service account, the terminal displays a submission success notification, which is used to indicate that the application review request has been successfully submitted.

[0151] In some embodiments, the application configuration interface includes an audit submission control, which is used to trigger the uploading of a third-party application to the audit platform and to launch the application after it passes the audit platform's review. This application audit operation is the triggering operation of the audit submission control.

[0152] Optionally, upon receiving an application review request, the terminal obtains the customer service configuration information of the third-party application from the server. If the customer service configuration information includes a first customer service account and a second customer service account, it is determined that the third-party application has completed customer service configuration. The terminal then submits the third-party application to the review platform and displays a submission success notification.

[0153] In response to the application review operation in the application configuration interface, if the third-party application has not configured a first customer service account or a second customer service account, a submission failure notification will be displayed. A submission success notification is used to indicate that the application review request failed to submit.

[0154] If the customer service configuration information does not include the primary customer service account, or only includes the primary customer service account, the terminal will display a submission failure notification, informing the user that they need to complete the customer service account configuration before they can submit the application for review.

[0155] Indicative, such as Figure 12 As shown, the application configuration interface 1201 has an audit submission control 1202. When the user clicks the audit submission control 1202, since the current third-party application only has a first customer service account configured and not a second customer service account configured, the application configuration interface 1201 displays a submission failure notification 1203, prompting the user to configure a second customer service account.

[0156] For third-party applications that have already been launched, in one possible implementation, if the third-party application has a first customer service account configured, the server of the first instant messaging application can automatically initialize a second customer service account for the third-party application based on the first customer service account; if the third-party application has not configured a first customer service account, the customer service configuration will not be performed automatically, but the second customer service account will be configured for the third-party application after the third-party service provider manually configures the first customer service account.

[0157] In some embodiments, to avoid configuring too many second customer service accounts under the same third-party service provider (a third-party service provider may correspond to multiple third-party applications, and different third-party applications may set up different customer service accounts), in one possible implementation, when the third-party application meets the conditions for automatic customer service configuration, the terminal displays an automatic customer service configuration control in the application configuration interface. The automatic customer service configuration control is used to trigger the automatic configuration of a second customer service account for the third-party application.

[0158] In response to the triggering of the customer service auto-configuration control, the terminal displays a second customer service account automatically configured by a third-party application, wherein the second customer service account is associated with the first customer service account.

[0159] For third-party applications that are already online, when the terminal displays the application configuration interface corresponding to the third-party application, the customer service configuration information of the third-party application is obtained from the server. If the customer service configuration information only contains the first customer service account, the system further determines whether the third-party application meets the automatic customer service configuration conditions based on the number of the first customer service account and the number of second customer service accounts under the third-party service provider to which the third-party application belongs. These automatic customer service configuration conditions are the conditions that must be met to automatically configure a second customer service account for the third-party application.

[0160] If the third-party application meets the conditions for automatic customer service configuration, the automatic customer service configuration control will be displayed in the application configuration interface; if the third-party application does not meet the conditions, the user will be prompted to manually configure a second customer service account for the third-party application. For example, the developer can associate the first and second customer service accounts through the application programming interface (API) of the second instant messaging application.

[0161] In one possible implementation, the rules for automatically configuring a second customer service account for a third-party application include: configuring different second customer service accounts for different first customer service accounts under the same third-party application; configuring the same second customer service account for the same first customer service account under different third-party applications (belonging to the same third-party service provider).

[0162] For example, a third-party service provider includes third-party application A and third-party application B. Third-party application A is configured with customer service accounts qywxid001, qywxid002, and qywxid003 under a first instant messaging application, while third-party application B is configured with customer service accounts qywxid003, qywxid004, and qywxid005 under the first instant messaging application. When automatically configuring a second customer service account under a second instant messaging application for third-party application A, customer service account qywxid001 is configured with the associated customer service account wxid001, customer service account qywxid002 is configured with the associated customer service account wxid002, and customer service account qywxid003 is configured with the associated customer service account wxid003. When automatically configuring a second customer service account under the second instant messaging application for third-party application B, since customer service account qywxid003 has already been configured with an associated customer service account wxid003, customer service account qywxid003 under third-party application B will continue to use the associated customer service account wxid003, customer service account qywxid004 will be configured with the associated customer service account wxid004, and customer service account qywxid005 will be configured with the associated customer service account wxid005.

[0163] Regarding the specific details of the automatic customer service configuration conditions, optionally, the automatic customer service configuration conditions include: the sum of the number of customer service accounts already configured by the service provider to which the third-party application belongs and the number of customer service accounts expected to be configured by the third-party application is less than a threshold.

[0164] The number of configured customer service accounts refers to the number of customer service accounts configured within the second instant messaging application by the service provider, while the expected number of configured customer service accounts is determined based on the first customer service accounts configured by the third-party application. In some embodiments, the expected number of configured customer service accounts is determined based on the aforementioned rules for automatically configuring the second customer service accounts.

[0165] In an illustrative example, the third-party service provider includes third-party application A, third-party application B, and third-party application C. The customer service configuration information for each third-party application is shown in Table 2.

[0166] Table 2

[0167]

[0168] When configuring a second customer service account for a third-party application D that has already been launched under a third-party service provider, since the first customer service accounts configured for the third-party application D include qywxid008, qywxid009, and qywxid010, it is expected that the number of customer service accounts to be configured will be 2, that is, to configure a second customer service account associated with the first customer service accounts qywxid009 and qywxid010.

[0169] When the upper limit (i.e., threshold) of the customer service accounts corresponding to the third-party service provider is 15, since the sum of the number of configured customer service accounts (8) and the expected number of configured customer service accounts (2) is less than the upper limit of customer service accounts (15), the third-party application D meets the conditions for automatic customer service configuration.

[0170] In this embodiment, by automatically configuring a second customer service account for third-party applications that have been launched but have not been configured with a second customer service account, the customer service of the launched third-party applications can have message communication functions, thereby improving the applicable scenarios of customer service for the launched third-party applications.

[0171] Furthermore, when automatically configuring a second customer service account, the system determines whether the number of second customer service accounts owned by the service provider to which the third-party application belongs has reached its limit after automatically configuring a second customer service account for the third-party application, based on the number of customer service accounts already configured by the service provider, in order to avoid the service provider occupying too many customer service account resources.

[0172] Figure 13 This is a structural block diagram of a customer service session apparatus provided in an exemplary embodiment of this application. The apparatus includes:

[0173] The interface display module 1301 is used to display the application information interface, which is used to display the application information of a third-party application in the first instant messaging application.

[0174] The operation receiving module 1302 is used to receive the trigger operation of the customer service control in the application information interface, wherein the customer service control is used to trigger a customer service session with the first customer service account corresponding to the third-party application in the first instant messaging application.

[0175] The session display module 1303 is used to display the second customer service session interface corresponding to the second customer service account in the second instant messaging application based on the trigger operation. The second customer service account is a customer service account in the second instant messaging application. The second customer service account is associated with the third-party application in the first instant messaging application, and the second customer service account and the first customer service account communicate with each other.

[0176] Optionally, the session display module 1303 is used for:

[0177] Determine your browser environment;

[0178] If the browser environment is not provided by the first instant messaging application and the browser environment is a mobile browser environment, the intermediate page is opened based on the trigger operation.

[0179] The intermediate page initiates a customer service session corresponding to the second customer service account.

[0180] The second customer service session interface is displayed in the second instant messaging application based on the initiated customer service session.

[0181] Optionally, during the process of launching the customer service session corresponding to the second customer service account through the intermediate page, the session display module 1303 is used to:

[0182] When the browser environment is provided by the second instant messaging application, the customer service session corresponding to the second customer service account is launched through the intermediate page.

[0183] If the browser environment is not provided by the second instant messaging application, the second instant messaging application is invoked; the intermediate page is opened in the mobile browser environment provided by the second instant messaging application; and the customer service session corresponding to the second customer service account is initiated through the intermediate page.

[0184] Optionally, the device further includes:

[0185] A graphic code display module is used to display an intermediate page graphic code in the application information interface based on the trigger operation when the browser environment is not provided by the first instant messaging application or the second instant messaging application, and the browser environment is a desktop browser environment. The intermediate page graphic code is generated based on the link of the intermediate page.

[0186] Optionally, the session display module 1303 is further configured to, when the browser environment is provided by the first instant messaging application, launch the customer service session corresponding to the first customer service account; and display the first customer service session interface in the first instant messaging application based on the launched customer service session.

[0187] Optionally, the device further includes:

[0188] The configuration acquisition module is used to acquire customer service configuration information from the server corresponding to the first instant messaging application. The customer service configuration information includes the association between the third-party application, the first customer service account, and the second customer service account.

[0189] The session display module 1303 is also used for:

[0190] Based on the second customer service account in the customer service configuration information, the customer service session corresponding to the second customer service account is launched through the intermediate page;

[0191] or,

[0192] Based on the first customer service account in the customer service configuration information, initiate the customer service session corresponding to the first customer service account.

[0193] Optionally, the device further includes:

[0194] The reporting module is used to report the application identifier of the third-party application to the server corresponding to the first instant messaging application through the intermediate page, so that the server can count the customer service consultation volume of different third-party applications.

[0195] Figure 14 This is a structural block diagram of a customer service configuration device provided in an exemplary embodiment of this application. The device includes:

[0196] The interface display module 1401 is used to display the application configuration interface of a third-party application, wherein the third-party application is an application in the first instant messaging application.

[0197] The list display module 1402 is used to respond to the second customer service configuration operation in the application configuration interface, and to display the first customer service account list in the application configuration interface. The first customer service account list includes the first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application.

[0198] The customer service configuration module 1403 is used to respond to the selection operation of the first customer service account in the first customer service account list and display the second customer service account configured by the third-party application. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account communicates with the selected first customer service account.

[0199] Optionally, the list display module 1402 is used for:

[0200] In response to the second customer service configuration operation in the application configuration interface, if the third-party application is configured with the first customer service account, the first customer service account list is displayed in the application configuration interface;

[0201] The device further includes:

[0202] The customer service configuration module 1403 is also used to respond to the second customer service configuration operation in the application configuration interface, and to display customer service configuration prompt information when the third-party application has not configured the first customer service account. The customer service configuration prompt information is used to prompt the configuration of the first customer service account. In response to the first customer service configuration operation in the application configuration interface, the module generates a list of the first customer service accounts.

[0203] Optionally, if the third-party application is an unreleased application, the device further includes:

[0204] The first review notification module is used to respond to the application review operation in the application configuration interface. When the third-party application is configured with the first customer service account and the second customer service account, a submission success notification is displayed. The submission success notification is used to indicate that the application review request has been submitted successfully.

[0205] The second review notification module is used to respond to the application review operation in the application configuration interface. If the third-party application has not configured the first customer service account or the second customer service account, a submission failure notification is displayed. The submission success notification is used to indicate that the application review request submission failed.

[0206] Optionally, if the third-party application is an already launched application and the third-party application is configured with the first customer service account, the interface display module 1401 is further used for:

[0207] When the third-party application meets the conditions for automatic customer service configuration, the automatic customer service configuration control is used to display the automatic customer service configuration control in the application configuration interface. The automatic customer service configuration control is used to trigger the automatic configuration of the second customer service account for the third-party application.

[0208] The customer service configuration module 1403 is also used to respond to the trigger operation of the customer service auto-configuration control and display the second customer service account automatically configured by the third-party application, wherein the second customer service account is associated with the first customer service account.

[0209] Optionally, the automatic customer service configuration conditions include: the sum of the number of configured customer service accounts of the service provider to which the third-party application belongs and the number of customer service accounts to be configured by the third-party application is less than a threshold.

[0210] The number of configured customer service accounts refers to the number of customer service accounts configured by the service provider within the second instant messaging application, and the expected number of configured customer service accounts is determined based on the first customer service accounts configured by the third-party application.

[0211] It should be noted that the apparatus provided in the above embodiments is only an example of the division of the above functional modules. In practical applications, the above functions can be assigned to different functional modules as needed, that is, the internal structure of the apparatus can be divided into different functional modules to complete all or part of the functions described above. In addition, the apparatus and method embodiments provided in the above embodiments belong to the same concept, and their implementation process can be found in the method embodiments, which will not be repeated here.

[0212] Please refer to Figure 15 This illustration shows a schematic diagram of the structure of a terminal provided in an exemplary embodiment of this application. Specifically, the terminal 1600 includes a Central Processing Unit (CPU) 1601, a system memory 1604 including a random access memory 1602 and a read-only memory 1603, and a system bus 1605 connecting the system memory 1604 and the CPU 1601. The terminal 1600 also includes a basic input / output system (I / O system) 1606 to facilitate the transmission of information between various devices within the computer, and a mass storage device 1607 for storing the operating system 1613, application programs 1614, and other program modules 1615.

[0213] The basic input / output system 1606 includes a display 1608 for displaying information and an input device 1609 for user input, such as a mouse or keyboard. Both the display 1608 and the input device 1609 are connected to the central processing unit 1601 via an input / output controller 1610 connected to the system bus 1605. The basic input / output system 1606 may also include the input / output controller 1610 for receiving and processing input from multiple other devices such as a keyboard, mouse, or electronic stylus. Similarly, the input / output controller 1610 also provides output to a display screen, printer, or other types of output devices.

[0214] The mass storage device 1607 is connected to the central processing unit 1601 via a mass storage controller (not shown) connected to the system bus 1605. The mass storage device 1607 and its associated computer-readable media provide non-volatile storage for the terminal 1600. That is, the mass storage device 1607 may include computer-readable media (not shown) such as a hard disk or drive.

[0215] Without loss of generality, the computer-readable medium may include computer storage media and communication media. Computer storage media include volatile and non-volatile, removable and non-removable media implemented using any method or technology for storing information such as computer-readable instructions, data structures, program modules, or other data. Computer storage media include random access memory (RAM), read-only memory (ROM), flash memory or other solid-state storage technologies, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic tape cassettes, magnetic tape, disk storage, or other magnetic storage devices. Of course, those skilled in the art will recognize that the computer storage media are not limited to the above-mentioned types. The system memory 1604 and mass storage device 1607 described above can be collectively referred to as memory.

[0216] The memory stores one or more programs, which are configured to be executed by one or more central processing units 1601. The one or more programs contain instructions for implementing the methods described above, and the central processing unit 1601 executes the one or more programs to implement the methods provided in the various method embodiments described above.

[0217] According to various embodiments of this application, the terminal 1600 can also be connected to a remote computer on a network, such as the Internet. That is, the terminal 1600 can be connected to the network 1612 via the network interface unit 1611 connected to the system bus 1605, or the network interface unit 1611 can be used to connect to other types of networks or remote computer systems (not shown).

[0218] This application also provides a computer-readable storage medium storing at least one instruction, which is loaded and executed by a processor to implement the customer service session method or customer service configuration method provided in the above embodiments.

[0219] Optionally, the computer-readable storage medium may include ROM, RAM, solid-state drives (SSDs), or optical discs, etc. The RAM may include resistive random access memory (ReRAM) and dynamic random access memory (DRAM).

[0220] This application provides a computer program product or computer program that includes computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the customer service session method or customer service configuration method described in the above embodiments.

[0221] Those skilled in the art will understand that all or part of the steps of the above embodiments can be implemented by hardware or by a program instructing related hardware. The program can be stored in a computer-readable storage medium, such as a read-only memory, a disk, or an optical disk.

[0222] The above description is merely an optional embodiment of this application and is not intended to limit this application. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A customer service conversation method, characterized in that, The method is used in a user terminal, and the method includes: The application information interface is used to display the application information of third-party applications in the first instant messaging application. Customer service configuration information is obtained from the server corresponding to the first instant messaging application. The customer service configuration information includes the association between the third-party application, the first customer service account, and the second customer service account. The first customer service account is the customer service account corresponding to the third-party application in the first instant messaging application. The second customer service account is the customer service account in the second instant messaging application. The second customer service account is associated with the third-party application, and the second customer service account and the first customer service account communicate with each other. The system receives a trigger operation on the customer service control in the application information interface, the customer service control being used to trigger a customer service session with the first customer service account; Determine your browser environment; If the browser environment is not provided by the first instant messaging application and the browser environment is a mobile browser environment, the intermediate page is opened based on the trigger operation. Based on the second customer service account in the customer service configuration information, the customer service session corresponding to the second customer service account is launched through the intermediate page; The second customer service session interface is displayed in the second instant messaging application based on the initiated customer service session.

2. The method according to claim 1, characterized in that, The step of launching the customer service session corresponding to the second customer service account through the intermediate page includes: When the browser environment is provided by the second instant messaging application, the customer service session corresponding to the second customer service account is launched through the intermediate page. If the browser environment is not provided by the second instant messaging application, the second instant messaging application is invoked; the intermediate page is opened in the mobile browser environment provided by the second instant messaging application; and the customer service session corresponding to the second customer service account is initiated through the intermediate page.

3. The method according to claim 1, characterized in that, After determining the browser environment, the method further includes: If the browser environment is not provided by the first instant messaging application or the second instant messaging application, and the browser environment is a desktop browser environment, based on the trigger operation, an intermediate page graphic code is displayed in the application information interface, and the intermediate page graphic code is generated based on the link of the intermediate page.

4. The method according to claim 1, characterized in that, After determining the browser environment, the method further includes: When the browser environment is provided by the first instant messaging application, the customer service session corresponding to the first customer service account is launched. The first customer service session interface is displayed in the first instant messaging application based on the initiated customer service session.

5. The method according to claim 4, characterized in that, The step of launching the customer service session corresponding to the first customer service account includes: Based on the first customer service account in the customer service configuration information, initiate the customer service session corresponding to the first customer service account.

6. The method according to claim 1, characterized in that, After opening the intermediate page based on the trigger operation, the method further includes: The intermediate page reports the application identifier of the third-party application to the server corresponding to the first instant messaging application, so that the server can count the customer service inquiries of different third-party applications.

7. A customer service configuration method, characterized in that, The customer service configuration method refers to a customer service account configured by a third-party application for use in the customer service session method as described in any one of claims 1 to 6, wherein the method includes: Displays the application configuration interface of a third-party application, which is an application within the first instant messaging application; In response to the second customer service configuration operation in the application configuration interface, a first customer service account list is displayed in the application configuration interface. The first customer service account list includes a first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application. In response to the selection of a first customer service account from the first customer service account list, a second customer service account configured by the third-party application is displayed. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account communicates with the selected first customer service account.

8. The method according to claim 7, characterized in that, The response to the second customer service configuration operation within the application configuration interface displays a list of first customer service accounts in the application configuration interface, including: In response to the second customer service configuration operation in the application configuration interface, if the third-party application has the first customer service account configured, the first customer service account list is displayed in the application configuration interface; The method further includes: In response to the second customer service configuration operation in the application configuration interface, if the third-party application has not configured the first customer service account, a customer service configuration prompt message is displayed, which is used to prompt the user to configure the first customer service account. In response to the first customer service configuration operation within the application configuration interface, the first customer service account list is generated.

9. The method according to claim 7, characterized in that, If the third-party application is not yet online, the method further includes: In response to the application review operation in the application configuration interface, if the third-party application is configured with the first customer service account and the second customer service account, a submission success notification is displayed. The submission success notification is used to indicate that the application review request has been submitted successfully. In response to the application review operation in the application configuration interface, if the third-party application has not configured the first customer service account or the second customer service account, a submission failure notification is displayed. The submission success notification is used to indicate that the application review request submission failed.

10. The method according to claim 7, characterized in that, If the third-party application is an already launched application and the third-party application is configured with the first customer service account, the method further includes: When the third-party application meets the conditions for automatic customer service configuration, an automatic customer service configuration control is displayed in the application configuration interface. The automatic customer service configuration control is used to trigger the automatic configuration of the second customer service account for the third-party application. In response to the triggering operation of the customer service auto-configuration control, the second customer service account, which is automatically configured by the third-party application, is displayed, wherein the second customer service account is associated with the first customer service account.

11. The method according to claim 10, characterized in that, The automatic customer service configuration conditions include: the sum of the number of customer service accounts already configured by the service provider to which the third-party application belongs and the number of customer service accounts expected to be configured by the third-party application is less than a threshold. The number of configured customer service accounts refers to the number of customer service accounts configured by the service provider within the second instant messaging application, and the expected number of configured customer service accounts is determined based on the first customer service accounts configured by the third-party application.

12. A customer service conversation device, characterized in that, The device includes: The interface display module is used to display the application information interface, which is used to display the application information of third-party applications in the first instant messaging application. The configuration acquisition module is used to acquire customer service configuration information from the server corresponding to the first instant messaging application. The customer service configuration information includes the association relationship between the third-party application, the first customer service account, and the second customer service account. The first customer service account is the customer service account corresponding to the third-party application in the first instant messaging application, and the second customer service account is the customer service account in the second instant messaging application. The second customer service account is associated with the third-party application, and the second customer service account and the first customer service account can communicate with each other. An operation receiving module is used to receive trigger operations on the customer service control in the application information interface, wherein the customer service control is used to trigger a customer service session with the first customer service account. The session display module is used to determine the browser environment; If the browser environment is not provided by the first instant messaging application and the browser environment is a mobile browser environment, the intermediate page is opened based on the trigger operation. Based on the second customer service account in the customer service configuration information, the customer service session corresponding to the second customer service account is launched through the intermediate page; The second customer service session interface is displayed in the second instant messaging application based on the initiated customer service session.

13. A customer service configuration device, characterized in that, The device is configured with a customer service account for a third-party application for use in the customer service session device as described in claim 12, the device comprising: The interface display module is used to display the application configuration interface of a third-party application, wherein the third-party application is an application in the first instant messaging application. The list display module is used to respond to the second customer service configuration operation in the application configuration interface and display the first customer service account list in the application configuration interface. The first customer service account list includes the first customer service account, which is the customer service account corresponding to the third-party application in the first instant messaging application. The customer service configuration module is used to respond to the selection operation of the first customer service account in the first customer service account list and display the second customer service account configured by the third-party application. The second customer service account is a customer service account in the second instant messaging application, and the second customer service account communicates with the selected first customer service account.

14. A terminal, characterized in that, The terminal includes a processor and a memory, the memory storing at least one instruction, which is loaded and executed by the processor to implement the customer service session method as described in any one of claims 1 to 6, or to implement the customer service configuration method as described in any one of claims 7 to 11.

15. A computer-readable storage medium, characterized in that, The readable storage medium stores at least one instruction, which is loaded and executed by a processor to implement the customer service session method as described in any one of claims 1 to 6, or to implement the customer service configuration method as described in any one of claims 7 to 11.

16. A computer program product, characterized in that, The computer program product includes computer instructions stored in a computer-readable storage medium; a processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the customer service session method as described in any one of claims 1 to 6, or to implement the customer service configuration method as described in any one of claims 7 to 11.

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