Customer service session request handling methods and related equipment

Abstract

This disclosure provides a method for processing customer service session requests. The method includes: receiving a first customer service session request; determining the skill of the agent requested by the first customer service session request and whether it includes agent information; in response to determining that the first customer service session request includes agent information, adding the first customer service session request to a first queue corresponding to the skill, and storing the association between the user information corresponding to the first customer service session request and the agent information; in response to determining that the first customer service session request does not include agent information, adding the first customer service session request to a second queue corresponding to the skill; and selecting a target agent from the agent resource pool corresponding to the skill to process a second customer service session request in the first queue or the second queue. Based on the above method, this disclosure also provides a customer service session request processing device, electronic device, storage medium, and program product.

Description

Technical Field

[0001] This disclosure relates to the field of Internet technology, and in particular to a customer service session request processing method, a customer service session request processing device, an electronic device, a storage medium, and a program product. Background Technology

[0002] In recent years, customer service has not only been widely used in telecommunications operations, but with the rise of various e-commerce and new retail business models, online customer service has also become an indispensable part of customer service. Customer service quality and cost have become the standards for measuring the success of customer service system construction.

[0003] To better serve users, almost all customer service centers now have the capability of "dedicated agents." A "dedicated agent" means that each incoming caller is assigned to a specific agent. This is typically determined by the system or the initial contact agent based on factors such as the user's past contact history and the area of ​​their problem, assigning a more familiar and specialized agent to the caller. For example, in a recruitment scenario, each user / candidate has a dedicated agent to follow up. When a user calls, the system first identifies the user and then assigns them the appropriate dedicated agent, significantly improving the user's service experience.

[0004] In the current customer service session request processing, when a user calls and needs agent allocation, they are typically placed into a single queue regardless of whether they have specified an agent. The customer service center then selects one or more eligible agents from the agent resource pool based on the session requests in the queue. However, this practice of having all incoming users queue in the same pool makes it impossible for the customer service center to accurately count the number of people queuing on both the agent and user sides. This affects the effectiveness and accuracy of customer service and significantly degrades the customer experience. Summary of the Invention

[0005] In view of this, embodiments of the present disclosure provide a customer service session request processing method that can accurately count the number of people queuing on the agent side and the number of people queuing on the user side, thereby improving the effectiveness and accuracy of customer service and enhancing the user's service experience.

[0006] According to some embodiments of this disclosure, the above-described customer service session request processing method may include: receiving a first customer service session request; determining the skill of the agent requested by the first customer service session request and whether it contains agent information; in response to determining that the first customer service session request contains agent information, adding the first customer service session request to a first queue corresponding to the skill, and storing the association between the user information corresponding to the first customer service session request and the agent information; in response to determining that the first customer service session request does not contain the agent information, adding the first customer service session request to a second queue corresponding to the skill; and selecting a target agent from the agent resource pool corresponding to the skill to process the second customer service session request in the first queue or the second queue.

[0007] Based on the above method, embodiments of this disclosure provide a customer service session request processing apparatus, including:

[0008] The customer service session request receiving module is used to receive the first customer service session request;

[0009] The skill determination module is used to determine the skills of the agent requested in the first customer service session request and whether it includes agent information.

[0010] The first queue module is used to add the first customer service session request to the first queue corresponding to the skill in response to determining that the first customer service session request contains agent information, and to store the association relationship between the user information corresponding to the first customer service session request and the agent information.

[0011] The second queue module is configured to add the first customer service session request to the second queue corresponding to the skill in response to determining that the first customer service session request does not contain the agent information; and

[0012] The seat allocation module is used to select a target seat from the seat resource pool corresponding to the skill to handle the second customer service session request in the first queue or the second queue.

[0013] Furthermore, embodiments of this disclosure also provide an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the program to implement the aforementioned customer service session request processing method.

[0014] Embodiments of this disclosure also provide a non-transitory computer-readable storage medium storing computer instructions for causing a computer to execute the above-described customer service session request processing method.

[0015] Embodiments of this disclosure also provide a computer program product, including computer program instructions that, when executed on a computer, cause the computer to perform the above-described customer service session request processing method.

[0016] The aforementioned customer service session request processing method and related equipment can select and add incoming customer service session requests to either the first or second queue corresponding to a specific agent skill, based on whether the request has been assigned to an agent. Furthermore, for customer service session requests added to the first queue, the association between the agent information and user information corresponding to the customer service session request will be stored. In this method, by using the first and second queues corresponding to agent skills and the stored association between agent information and user information, the number of people queuing on both the user and agent sides can be accurately determined, thereby improving the effectiveness and accuracy of customer service and enhancing the user's service experience. Attached Figure Description

[0017] To more clearly illustrate the technical solutions in this disclosure or related technologies, the accompanying drawings used in the description of the embodiments or related technologies will be briefly introduced below. Obviously, the accompanying drawings described below are only embodiments of this disclosure. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0018] Figure 1 A schematic diagram of the customer service session request processing process is given when a single queue is used to uniformly queue customer service session requests.

[0019] Figure 2 The implementation flow of the customer service session request processing method described in some embodiments of this disclosure is shown;

[0020] Figure 3 This disclosure illustrates the implementation flow of a method for storing the association between user information and agent information corresponding to the first customer service session request described above, as described in some embodiments of this disclosure.

[0021] Figure 4 This disclosure illustrates the implementation flow of a method for selecting a target agent from a skill-corresponding agent resource pool to handle a second customer service session request in the first queue or the second queue, as described in some embodiments of this disclosure.

[0022] Figure 5 A schematic diagram illustrating the process of processing a customer service session request using the customer service session request processing method described in the embodiments of this disclosure is provided.

[0023] Figure 6 A schematic diagram of the customer service session request processing method described in this disclosure is provided when applied to an agent who supports two skills.

[0024] Figure 7 The internal structure of the customer service session request processing apparatus described in some embodiments of this disclosure is shown;

[0025] Figure 8 A schematic diagram of a more specific electronic device hardware structure described in some embodiments of this disclosure is shown. Detailed Implementation

[0026] To make the objectives, technical solutions, and advantages of this disclosure clearer, the following detailed description is provided in conjunction with specific embodiments and the accompanying drawings.

[0027] It should be noted that, unless otherwise defined, the technical or scientific terms used in the embodiments of this disclosure should have the ordinary meaning understood by one of ordinary skill in the art to which this disclosure pertains. The terms "first," "second," and similar terms used in the embodiments of this disclosure do not indicate any order, quantity, or importance, but are merely used to distinguish different components. Terms such as "comprising" or "including" mean that the element or object preceding the word encompasses the elements or objects listed following the word and their equivalents, without excluding other elements or objects. Terms such as "connected" or "linked" are not limited to physical or mechanical connections, but can include electrical connections, whether direct or indirect. Terms such as "upper," "lower," "left," and "right" are used only to indicate relative positional relationships; when the absolute position of the described object changes, the relative positional relationship may also change accordingly.

[0028] As mentioned earlier, in the current customer service request processing, when a user calls and needs to be assigned a seat, they are usually placed into a single queue regardless of whether they have specified a seat. The customer service center then selects one or more eligible seats from the seat resource pool based on the queue for assignment. However, this practice of having all incoming users queue in the same pool makes it impossible to accurately count the number of people queuing on both the agent and user sides. This affects the effectiveness and accuracy of customer service and significantly reduces the customer experience.

[0029] It is understood that before using the technical solutions of the various embodiments in this disclosure, users will be informed of the type, scope of use, and usage scenarios of the personal information involved in an appropriate manner, and user authorization will be obtained.

[0030] For example, upon receiving a user's active request, a prompt message is sent to the user to explicitly inform them that the requested operation will require the acquisition and use of the user's personal information. This allows the user to independently choose, based on the prompt message, whether to provide personal information to the software or hardware such as electronic devices, applications, servers, or storage media performing the operations of this disclosed technical solution.

[0031] It is understood that the above notification and user authorization process are merely illustrative and do not constitute a limitation on the implementation of this disclosure. Other methods that comply with relevant laws and regulations may also be applied to the implementation of this disclosure.

[0032] This situation will be explained in detail below with reference to the accompanying drawings and specific examples. Figure 1 A diagram illustrating the customer service session request processing flow when a single queue is used for unified queuing of customer service session requests is provided. Figure 1 As shown, four users have currently sent customer service session requests. User 1 has not been assigned a dedicated agent. Agent 2 has been assigned to users 2 and 3, and Agent 1 has been assigned to user 4. After receiving these four customer service session requests, the customer service center's server can add them to a queue based on the order of incoming calls or the priority of each request. This can be done as follows: Figure 1 The queue is shown in the image. Then, based on... Figure 1 The queue shown is used for seat allocation.

[0033] In this case, such as Figure 1 As shown, there are currently 4 users in the queue. That is to say, in Figure 1In the scenario shown, both Agent 1 and Agent 2 currently have four users in the queue. However, Agent 1 can only handle customer service requests from Users 1 and 4, and cannot handle requests from users assigned to Agent 2. Therefore, the actual number of users in the queue for Agent 1 should be 2, not 4. Similarly, for Agent 2, the actual number of users in the queue should be 3, not 4. Furthermore, for User 2, since their customer service request can only be handled by Agent 2, the number ahead of them in the queue should be their position in the list of users waiting for Agent 2. User 1 should not be included. Therefore, the actual number of users in the queue for User 2 should be 1, not 2 determined by their position in the queue. This demonstrates that using a single queue for unified queuing cannot provide an accurate number of users in the queue, neither for the agents nor for the users. Because it is impossible to accurately determine the number of people queuing on both the agent side and the user side, the customer service center cannot allocate, adjust, and manage agents in a targeted manner, which leads to a decrease in the overall effectiveness and accuracy of customer service and a poor service experience for users.

[0034] Therefore, some embodiments of this disclosure provide a customer service session request processing method that can accurately count the number of people queuing on the agent side and the number of people queuing on the user side, thereby improving the effectiveness and accuracy of customer service and enhancing the user's service experience.

[0035] In the embodiments of this disclosure, the above-described customer service session request processing method can be implemented by one or more servers with computing power in the customer service center.

[0036] To implement the above method, in some embodiments of this disclosure, two queues can be pre-established for each skill of the agents provided by the customer service center: a first queue and a second queue. The first queue is used to queue customer service session requests for that skill that are assigned to a specific agent; while the second queue is used to queue customer service session requests for that skill that are not assigned to an agent. In the embodiments of this disclosure, the agent's skill typically refers to the agent's service capabilities, such as whether an agent supports pre-sales or after-sales service, or whether they have the ability to provide services in other languages, etc. Therefore, both the first queue and the second queue correspond to a specific agent skill. Specifically, in the embodiments of this disclosure, the first queue and the second queue can each be implemented using a list in a RemoteDictionary Server (Redis) database.

[0037] Based on the above pre-configuration, customer service session requests can be processed. Specifically, Figure 2The implementation flow of the customer service session request processing method described in some embodiments of this disclosure is illustrated. For example... Figure 2 As shown, the method mainly includes the following steps:

[0038] In step 202, the first customer service session request is received.

[0039] In some embodiments of this disclosure, after receiving the aforementioned first customer service session request, the customer service center can further obtain context information corresponding to the first customer service session request. This context information may include: the call time of the customer service session request and the skills of the agent requested by the customer service session request, etc. The skills of the agent requested by the customer service session request can be determined based on information such as the type, field, and content of the customer service selected by the user initiating the first customer service session request. This information, including the type, field, and content of the customer service selected by the user, indicates that the customer service session request requires an agent with certain skill requirements to respond. Therefore, after a customer service session request is initiated, the skills of the agent requested by the customer service session request can be determined based on the type, field, and content of the customer service session request, and the determined skills can be added to the context of the customer service session request. For example, in a telephone customer service scenario, after dialing a specific number, a user typically selects the service to be processed based on the interactive voice response (IVR) prompts. In this way, the customer service center can determine the skills of the agent requested by the customer service session request based on the service selected by the user. For example, in an instant messaging (IM) customer service scenario, the skills of the agent requested in the customer service session can be determined based on user information such as the type, domain, and content of the question entered by the user, or the user's level.

[0040] In some other embodiments of this disclosure, the aforementioned context information may further include agent information. That is, when a dedicated agent is assigned to a user in customer service or the user themselves assigns a dedicated agent, the aforementioned context information will include the assigned agent information, such as the agent's identifier. When the aforementioned context information does not include agent information or the included agent information is empty, it can be considered that the aforementioned first customer service session request does not contain agent information, i.e., no dedicated agent is assigned to the user corresponding to the aforementioned first customer service session request. The agent information can be determined based on the user's own attribute information (e.g., user identifier and other attribute information), historical information (e.g., historical call records and customer service records), and the customer service content selected by the user. Here, the methods for obtaining and using personal information can be found in the preceding description of the specific embodiments of this disclosure; the relevant content will be communicated to the user in advance and the user's authorization will be obtained.

[0041] In some further embodiments of this disclosure, the aforementioned context information may also include the priority of the first customer service session request. The priority of the first customer service session request may also be determined based on the user's own attribute information, historical information, and the customer service content selected by the user.

[0042] In step 204, the skills of the agent requested in the first customer service session request and whether agent information is included are determined.

[0043] As mentioned above, after receiving the first customer service session request, the customer service center can further determine or obtain the context information corresponding to the determined first customer service session request. Since the context information includes skill information, the skill of the agent requested by the first customer service session request can be determined based on the skill information. Furthermore, the context information of the first customer service session request may also include agent information. Specifically, the agent information may refer to the identifier of the dedicated agent assigned to the first customer service session request. Therefore, in this step, the customer service center can determine whether the first customer service session request contains agent information by determining whether the context information of the first customer service session request contains agent information.

[0044] In step 206, in response to determining that the first customer service session request contains agent information, the first customer service session request is added to the first queue corresponding to the skill, and the association between the user information corresponding to the first customer service session request and the agent information is stored.

[0045] In some embodiments of this disclosure, if the first customer service session request includes agent information, it indicates that a dedicated agent has been assigned to the first customer service session request. In this case, the first customer service session request can be added to the first queue corresponding to the skill of the agent requested by the first customer service session request.

[0046] Specifically, the customer service center can add the first customer service session request to the first queue according to its priority. For example, it can add the first customer service session request to the front of other customer service session requests in the first queue with lower priorities. Alternatively, the customer service center can directly add the first customer service session request to the end of the first queue.

[0047] Furthermore, in addition to adding the first customer service session request to the first queue, it is also necessary to store the association between the user information corresponding to the first customer service session request and the agent information. For example, the association between the user identifier corresponding to the first customer service session request and the identifier of the agent assigned to the first customer service session request can be stored.

[0048] Specifically, in some embodiments of this disclosure, for a single agent, user information associated with that agent can be recorded through a user association queue (or a user association queue for a specific agent) corresponding to the agent's agent information.

[0049] It should be noted that in the embodiments of this disclosure, the user association queues for each agent are dynamically established on demand. That is, the user association queue for a specific agent is only established after a customer service session request for that agent is received; and the user association queue for that agent is deleted after all customer service session requests for that agent have been processed.

[0050] Furthermore, the user relationship queues for each agent can be stored in a distributed manner across one or more storage devices. When using multiple storage devices to store these queues, to easily determine their storage location, a hash operation can be performed on each agent's identifier. The hash value can then be used to determine which storage device stores the corresponding user relationship queue. For example, the hash value could be the storage device's identifier, or there could be a mapping between the hash value and the storage device's identifier. This storage method is highly advantageous for horizontal scaling of storage space. In other words, when storage space is insufficient, additional storage devices can be added at any time to store the user relationship queues for each agent.

[0051] Figure 3 This document illustrates the implementation flow of a method for storing the association between user information corresponding to the first customer service session request and the agent information, as described in some embodiments of this disclosure. For example... Figure 3 As shown, the method includes:

[0052] In step 302, the user association queue corresponding to the above seat information is searched.

[0053] In some embodiments of this disclosure, it is possible to search in the storage device used to store the user association queues corresponding to each agent whether a user association queue corresponding to the aforementioned agent information already exists. Specifically, a hash operation can be performed on the agent identifier in the aforementioned agent information; then, based on the obtained hash value, it can be determined which storage device the user association queue corresponding to that agent is specifically stored in; finally, the user association queue corresponding to the aforementioned agent information can be searched in the determined storage device.

[0054] As mentioned earlier, the user association queues for each agent are dynamically created on demand. This means that the user association queue corresponding to the aforementioned agent information may have already been created, or it may not have been created or may have been deleted. Therefore, after step 302 is executed, there may be two possible outcomes: either a user association queue corresponding to the aforementioned agent information can be found, or no such queue can be found.

[0055] In step 304, in response to determining that there is a user association queue corresponding to the above-mentioned agent information, the user information corresponding to the first customer service session request is added to the user association queue corresponding to the above-mentioned agent information.

[0056] In step 306, in response to determining that there is no user association queue corresponding to the above-mentioned agent information, a user association queue corresponding to the above-mentioned agent information is first established, and then the user information corresponding to the above-mentioned first customer service session request is added to the user association queue corresponding to the above-mentioned agent information.

[0057] Specifically, in some embodiments of this disclosure, the establishment of a user association queue corresponding to the seat information may include: performing a hash operation on the seat identifier in the seat information, and determining a storage device for storing the user association queue corresponding to the seat information based on the obtained hash value; and establishing a user association queue corresponding to the seat information in the storage device.

[0058] Specifically, in the embodiments of this disclosure, the user association queue corresponding to the seat information can also be implemented using a list in a Redis database.

[0059] Furthermore, in some embodiments of this disclosure, the process of adding the user information corresponding to the first customer service session request to the user association queue corresponding to the agent information may include: adding the user information corresponding to the first customer service session request to the user association queue corresponding to the agent information according to the priority corresponding to the first customer service session request. Alternatively, in other embodiments of this disclosure, the process of adding the user information corresponding to the first customer service session request to the user association queue corresponding to the agent information may include: adding the user information corresponding to the first customer service session request to the tail of the user association queue corresponding to the agent information.

[0060] As can be seen, in the above method, the user association queues for each agent are not pre-established, but dynamically created on demand. That is, a user association queue for a specific agent is only created when a customer service session request for that agent comes in; and once all customer service session requests for a specific agent have been processed, that agent's user association queue will be deleted. Understandably, this storage method can greatly save storage space. For example, in the e-commerce field, the number of agents in a customer service center may reach tens of thousands or even hundreds of thousands, but not all agents will be online simultaneously, and the number of incoming customer service session requests is not constant. If a user association queue were pre-established for each agent, it would be a huge waste of storage space. Conversely, the method disclosed herein does not require pre-establishing a queue for each agent. Instead, a user association queue corresponding to the aforementioned agent information is only established after a customer service session request for a specific agent is initiated. Furthermore, the user association queue for a specific agent is deleted once all customer service session requests for that agent have been processed. This on-demand approach ensures that the storage space occupied is the actual storage space required by the customer session requests, thereby effectively avoiding the waste of storage space.

[0061] In step 208, in response to determining that the first customer service session request does not contain the agent information, the first customer service session request is added to the second queue corresponding to the skill.

[0062] In some embodiments of this disclosure, if the aforementioned first customer service session request does not contain agent information, it indicates that no dedicated agent has been assigned to the aforementioned first customer service session request. In this case, the aforementioned first customer service session request can be added to the second queue corresponding to the aforementioned skill.

[0063] Specifically, the first customer service session request can be added to the second queue corresponding to the skill according to its priority. For example, it can be added to the front of other customer service session requests in the second queue with lower priority than the first customer service session request. Alternatively, the first customer service session request can be directly added to the rear of the second queue corresponding to the skill.

[0064] In step 210, a target agent is selected from the agent resource pool corresponding to the above-mentioned skill to handle the second customer service session request in the first queue or the second queue.

[0065] In some embodiments of this disclosure, the target agent selected from the agent resource pool corresponding to the aforementioned skill to handle the second customer service session request in the first queue or the second queue can be... Figure 4 The process shown includes the following:

[0066] In step 402, a second customer service session request is selected from either the first queue or the second queue according to the priority of the customer service session request.

[0067] In the embodiments of this disclosure, the methods for selecting the second customer service session request to be processed from the first queue and the second queue are not limited. For example, in some embodiments, the second customer service session request to be processed can be selected sequentially from the two queues according to a pre-given order or queue priority level. In other embodiments, the priority of each customer service session request in the two queues can be determined according to a pre-given priority algorithm, and the customer service session request with the higher priority can be selected as the second customer service session request to be processed, and so on.

[0068] In step 404, a target agent is selected from the agent resource pool corresponding to the above-mentioned skill and assigned to the above-mentioned second customer service session request.

[0069] Specifically, in some embodiments of this disclosure, if the second customer service session request originates from the second queue, an available agent can be selected from the agent resource pool corresponding to the skill as the target agent; and if the second customer service session request originates from the first queue, an available agent corresponding to the agent information contained in the second customer service session request can be selected from the agent resource pool corresponding to the skill as the target agent. That is, when the dedicated agent specified in the second customer service session request is available, the available dedicated agent is selected as the target agent.

[0070] In step 406, a communication connection is established between the target agent and the user corresponding to the second customer service session request, and the target agent processes the second customer service session request.

[0071] It should be noted that the above Figure 4 The method shown is just one example of selecting a target agent. In practical applications, other methods can also be used to select the target agent. For example, one can start from the side of available agents and select the customer service session requests that the agent can handle. Specifically, when the call center detects that an agent is available, it can designate that agent as the target agent and search for customer service session requests in the second queue and customer service session requests of users assigned to that agent in the first queue. The highest priority customer service session request is then selected and assigned to the target agent.

[0072] It is understandable that the above customer service session request processing method can select and add incoming customer service session requests to one of two queues, a first queue and a second queue, based on whether a dedicated agent has been assigned to them. Furthermore, for customer service session requests added to the first queue, the association between the agent information and user information corresponding to the customer service session request will be stored. Through the first and second queues and the stored association between agent information and user information, the number of people queuing on the user side and the number of people queuing on the agent side can be accurately determined.

[0073] Specifically, the above method may further include: for an agent in the agent resource pool corresponding to the aforementioned skill, the number of people queuing for that agent can be determined by the number of customer service session requests queued in the second queue corresponding to the aforementioned skill and the number of users queued in the user association queue of that agent. Specifically, the number of people queuing for that agent can be the sum of the number of customer service session requests queued in the second queue corresponding to the aforementioned skill and the number of users queued in the user association queue of that agent.

[0074] Furthermore, the above method may further include: for a user who issues a third customer service session request, in response to determining that the third customer service session request does not contain agent information, that is, no dedicated agent is assigned to the user, the number of people in the queue for the user can be determined based on the number of customer service session requests in the second queue corresponding to the skill of the agent requested by the third customer service session request that precedes the third customer service session request; and in response to determining that the third customer service session request contains agent information, that is, a dedicated agent is assigned to the user, the number of people in the queue for the user can be determined based on the number of users in the user association queue corresponding to the agent information that precedes the user.

[0075] As can be seen, by using the first and second queues and the relationship between the stored agent information and user information, the number of people queuing on the user side and the number of people queuing on the agent side can be accurately determined, thereby improving the effectiveness and accuracy of customer service and enhancing the user's service experience.

[0076] In some embodiments of this disclosure, after selecting a target agent for the second customer service session request, the method may further include: deleting the second customer service session request from the second queue in response to determining that the second customer service session request originates from the second queue; and deleting the second customer service session request from the first queue in response to determining that the second customer service session request originates from the first queue, and deleting the association between the user information corresponding to the second customer service session request and the agent information. In other words, after assigning a suitable agent to a customer service session request in the queue, the customer service session request is deleted from the corresponding queue.

[0077] In some embodiments of this disclosure, the deletion of the association between the user information corresponding to the second customer service session request and the agent information may specifically include: deleting the user information corresponding to the second customer service session request from the user association queue corresponding to the agent information; and deleting the user association queue corresponding to the agent information in response to determining that the user association queue corresponding to the agent information does not contain other user information. It is evident that the user association queue corresponding to the agent information is dynamically established on demand. When none of the customer service session requests in the current first queue specify the agent, the entire user association queue corresponding to that agent information can be deleted to free up storage space, and then re-established when needed. This storage method ensures that the occupied storage space is exactly the actual storage requirement, thereby effectively avoiding storage space waste.

[0078] Figure 5 A schematic diagram illustrating the process of processing a customer service session request using the customer service session request processing method described in this embodiment is provided. Figure 5 As shown, for the same agent's skill, four users have issued customer service session requests. User 1 did not specify a dedicated agent, users 2 and 3 specified agent 2 as their dedicated agent, and user 4 specified agent 1 as their dedicated agent. After receiving these four customer service session requests, the customer service center's server can add user 1's customer service session request to the second queue corresponding to the skill, based on the order of incoming calls, the priority of each customer service session request, and whether each customer service session request includes agent information. The server will add user 2, user 3, and user 4's customer service session requests to the first queue corresponding to the skill. Figure 5 The queue is shown in the image. Then, based on... Figure 5 The two queues shown are used for seat allocation.

[0079] In this case, such as Figure 5 As shown, there is currently 1 user queuing in the second queue; there are currently 3 users queuing in the first queue. Furthermore, the user association queue of Agent 1 in the first queue contains 1 user; the user association queue of Agent 2 in the first queue contains 2 users.

[0080] Thus, for seat 1, according to Figure 5 The number of users queuing in the second queue and the user association queue for seat 1 in the first queue indicate that the number of people queuing for seat 1 is 2. Similarly, for seat 2, according to... Figure 5The number of customer service session requests queued in the second queue and the number of users queued in the user association queue of Agent 2 in the first queue indicate that the number of people queuing on Agent 2's side is 3. It is evident that the above calculation result is consistent with the actual number of people queuing on the agent's side.

[0081] Furthermore, on the user side, for example, for user 2, since seat 2 has been assigned as their exclusive seat, the number of people queuing for user 2 can be directly calculated as 1 based on the user association queue for seat 2 in the first queue. As another example, for user 1, since no exclusive seat has been assigned to user 1, the number of people queuing for user 1 can be directly calculated as 0 based on the second queue. It is evident that the above calculation results are consistent with the actual number of people queuing on the user side.

[0082] It should be noted that the above customer service session request processing methods are illustrated using an agent who supports only one skill as an example. These methods still apply to agents who support multiple skills. Furthermore, for agents who support multiple skills, the customer service session request processing methods are the same from the perspective of each skill.

[0083] Figure 6 A schematic diagram is provided illustrating the customer service session request processing method described in this disclosure when applied to agents supporting two skills. Figure 6 Regarding Skill 1, four users have initiated customer service conversation requests. User 1 did not specify a dedicated agent, users 2 and 3 specified Agent 2 as their dedicated agent, and user 4 specified Agent 1 as their dedicated agent. Regarding Skill 2, five users have initiated customer service conversation requests. Users 5 and 9 did not specify a dedicated agent, users 6 and 8 specified Agent 1 as their dedicated agent, and user 7 specified Agent 2 as their dedicated agent. Furthermore, both Agent 1 and Agent 2 possess both Skill 1 and Skill 2. Figure 6 The processing procedure shown illustrates that a second queue and a first queue are established for each agent's skill 1 and skill 2, respectively. Furthermore, user association lists corresponding to agent information are also established for each agent's skill 1 and skill 2. From the perspective of a single skill, the processing procedure for customer service session requests is exactly the same as the previously described method, and will not be repeated here. The same method applies to agents supporting more than two skills. Moreover, the statistics for the number of people queuing on both the user and agent sides are usually performed separately for each skill. The statistical method provided in this disclosure is also applicable. Therefore, the above customer service session request processing method is suitable for both single-skill and multi-skill agents.

[0084] It should be noted that the method of this disclosure embodiment can be executed by a single device, such as a computer or server. The method of this embodiment can also be applied to a distributed scenario, where multiple devices cooperate to complete the task. In such a distributed scenario, one of these devices may execute only one or more steps of the method of this disclosure embodiment, and the multiple devices will interact with each other to complete the method described.

[0085] It should be noted that the above description describes some embodiments of this disclosure. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recorded in the claims can be performed in a different order than that shown in the above embodiments and still achieve the desired result. Furthermore, the processes depicted in the drawings do not necessarily require a specific or sequential order to achieve the desired result. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0086] Corresponding to the above method, embodiments of this disclosure also disclose a customer service session request processing device. Figure 7 The internal structure of the device described in the embodiments of this disclosure is shown. For example... Figure 7 As shown, the device may include:

[0087] Customer service session request receiving module 702 is used to receive the first customer service session request;

[0088] The skill determination module 704 is used to determine the skills of the agent requested in the first customer service session request and whether it contains agent information.

[0089] The first queue module 706 is used to add the first customer service session request to the first queue corresponding to the skill in response to determining that the first customer service session request contains agent information, and to store the association relationship between the user information corresponding to the first customer service session request and the agent information.

[0090] The second queue module 708 is configured to add the first customer service session request to the second queue corresponding to the skill in response to determining that the first customer service session request does not contain the agent information; and

[0091] The seat allocation module 710 is used to select a target seat from the seat resource pool corresponding to the skill to handle the second customer service session request in the first queue or the second queue.

[0092] In embodiments of this disclosure, the first queue module may include:

[0093] The user association queue lookup unit is used to look up the user association queue corresponding to the agent information.

[0094] The user association queue establishment unit is used to establish a user association queue corresponding to the seat information in response to determining that there is no user association queue corresponding to the seat information.

[0095] The enqueue unit is used to add the first customer service session request to the first queue corresponding to the skill, and to add the user information corresponding to the first customer service session request to the user association queue corresponding to the agent information.

[0096] In embodiments of this disclosure, the seat allocation module may include:

[0097] The customer service session request selection unit is used to select the second customer service session request to be processed from the first queue or the second queue according to the priority of the customer service session request;

[0098] The target agent selection unit is used to select the target agent from the agent resource pool corresponding to the skill and assign it to the second customer service session request; and

[0099] The communication unit is used to establish a communication connection between the target agent and the user corresponding to the second customer service session request, and the target agent processes the second customer service session request.

[0100] In embodiments of this disclosure, the first queue module may be further configured to, in response to determining that the second customer service session request comes from the first queue, delete the second customer service session request from the first queue after selecting a target agent for the second customer service session request, and delete the association between the user information corresponding to the second customer service session request and the agent information.

[0101] The aforementioned second queue module can be further used to delete the second customer service session request from the second queue after determining that the second customer service session request comes from the second queue and selecting a target agent for the second customer service session request.

[0102] In other embodiments of this disclosure, the above-described customer service session request processing apparatus may further include:

[0103] The agent-side queue counting module is used to determine the queue size for an agent in the agent resource pool corresponding to the skill, based on the number of customer service session requests queued in the second queue corresponding to the skill and the number of users queued in the user association queue corresponding to the agent information; or

[0104] The user-side queue counting module is used to determine the number of users in the queue for a user who has issued a third customer service session request, in response to determining that the third customer service session request does not contain agent information, based on the number of customer service session requests in the second queue corresponding to the agent skill requested by the third customer service session request that are ahead of the third customer service session request; and in response to determining that the third customer service session request contains agent information, based on the number of users in the user association queue corresponding to the agent information that are ahead of the user.

[0105] The specific implementation of each of the above modules can be found in the aforementioned methods and accompanying drawings, and will not be repeated here. For ease of description, the above apparatus is described in terms of function, divided into various modules. Of course, in implementing this disclosure, the functions of each module can be implemented in one or more software and / or hardware.

[0106] The apparatus described above is used to implement the corresponding customer service session request processing method in any of the foregoing embodiments, and has the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0107] Based on the same inventive concept, corresponding to the methods of any of the above embodiments, this disclosure also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the program to implement the customer service session request processing method described in any of the above embodiments.

[0108] Figure 8 This embodiment illustrates a more specific hardware structure of an electronic device, which may include a processor 2010, a memory 2020, an input / output interface 2030, a communication interface 2040, and a bus 2050. The processor 2010, memory 2020, input / output interface 2030, and communication interface 2040 are interconnected internally via the bus 2050.

[0109] The processor 2010 can be implemented using a general-purpose CPU (Central Processing Unit), microprocessor, application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of this specification.

[0110] The memory 2020 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 2020 can store the operating system and other applications. When the technical solutions provided in the embodiments of this specification are implemented by software or firmware, the relevant program code is stored in the memory 2020 and is called and executed by the processor 2010.

[0111] The input / output interface 2030 is used to connect input / output modules to enable information input and output. Input / output modules can be configured as components within the device (not shown in the figure) or externally connected to the device to provide corresponding functions. Input devices may include keyboards, mice, touchscreens, microphones, various sensors, etc., while output devices may include displays, speakers, vibrators, indicator lights, etc.

[0112] The communication interface 2040 is used to connect a communication module (not shown in the figure) to enable communication between this device and other devices. The communication module can communicate via wired means (e.g., USB, Ethernet cable) or wireless means (e.g., mobile network, Wi-Fi, Bluetooth).

[0113] Bus 2050 includes a pathway for transmitting information between various components of the device, such as processor 2010, memory 2020, input / output interface 2030, and communication interface 2040.

[0114] It should be noted that although the above-described device only shows the processor 2010, memory 2020, input / output interface 2030, communication interface 2040, and bus 2050, in specific implementations, the device may also include other components necessary for normal operation. Furthermore, those skilled in the art will understand that the above-described device may only include the components necessary for implementing the embodiments of this specification, and not necessarily all the components shown in the figures.

[0115] The electronic devices described above are used to implement the corresponding customer service session request processing methods in any of the foregoing embodiments, and have the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0116] Based on the same inventive concept, corresponding to the methods of any of the above embodiments, this disclosure also provides a non-transitory computer-readable storage medium storing computer instructions for causing the computer to execute the customer service session request processing method as described in any of the above embodiments.

[0117] The computer-readable medium of this embodiment includes permanent and non-permanent, removable and non-removable media, and information storage can be implemented by any method or technology. Information can be computer-readable instructions, data structures, program modules, or other data. Examples of computer storage media include, but are not limited to, phase-change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, CD-ROM, digital versatile optical disc (DVD) or other optical storage, magnetic tape, magnetic magnetic disk storage or other magnetic storage devices, or any other non-transfer medium that can be used to store information accessible by a computing device.

[0118] The computer instructions stored in the storage medium of the above embodiments are used to cause the computer to execute the task processing method as described in any of the above embodiments, and have the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0119] Those skilled in the art should understand that the discussion of any of the above embodiments is merely exemplary and is not intended to imply that the scope of this disclosure (including the claims) is limited to these examples; within the framework of this disclosure, the technical features of the above embodiments or different embodiments can also be combined, the steps can be implemented in any order, and there are many other variations of different aspects of the embodiments of this disclosure as described above, which are not provided in detail for the sake of brevity.

[0120] Additionally, to simplify the description and discussion, and to avoid obscuring the embodiments of this disclosure, the provided drawings may or may not show well-known power / ground connections to integrated circuit (IC) chips and other components. Furthermore, the apparatus may be shown in block diagram form to avoid obscuring the embodiments of this disclosure, and this also takes into account the fact that the details of implementation of these block diagram apparatuses are highly dependent on the platform on which the embodiments of this disclosure will be implemented (i.e., these details should be fully understood by those skilled in the art). While specific details (e.g., circuitry) have been set forth to describe exemplary embodiments of this disclosure, it will be apparent to those skilled in the art that the embodiments of this disclosure may be implemented without these specific details or with variations thereof. Therefore, these descriptions should be considered illustrative rather than restrictive.

[0121] Although this disclosure has been described in conjunction with specific embodiments thereof, many substitutions, modifications, and variations of these embodiments will be apparent to those skilled in the art from the foregoing description. For example, other memory architectures (e.g., dynamic RAM (DRAM)) may be used with the embodiments discussed.

[0122] This disclosure is intended to cover all such substitutions, modifications, and variations that fall within the broad scope of the appended claims. Therefore, any omissions, modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this disclosure should be included within the scope of protection of this disclosure.

Claims

1. A customer service session request processing method, comprising: Receive the first customer service session request; Determine the skills of the agent requested in the first customer service session request and whether it includes agent information; In response to determining that the first customer service session request contains agent information, the first customer service session request is added to the first queue corresponding to the skill, and the association between the user information corresponding to the first customer service session request and the agent information is stored. In response to determining that the first customer service session request does not contain the agent information, the first customer service session request is added to the second queue corresponding to the skill. as well as Select a target agent from the agent resource pool corresponding to the skill to handle the second customer service session request in the first queue or the second queue; Based on the stored associations and the second queue, determine the number of agents in the agent resource pool and / or the number of users in the queue who have issued customer service session requests.

2. The method according to claim 1, wherein, The association between the user information corresponding to the first customer service session request and the agent information includes: Search the queue of user associations corresponding to the seat information; In response to determining the existence of a user association queue corresponding to the agent information, the user information corresponding to the first customer service session request is added to the user association queue corresponding to the agent information; and In response to determining that there is no user association queue corresponding to the seat information, a user association queue corresponding to the seat information is established, and the user information corresponding to the first customer service session request is added to the established user association queue corresponding to the seat information.

3. The method according to claim 2, wherein, The queue for finding user association relationships corresponding to the agent information includes: Perform a hash operation on the seat identifier in the seat information; The storage device for storing the user association queue corresponding to the agent information is determined based on the obtained hash value; and Search the storage device for the user association queue corresponding to the agent information.

4. The method according to claim 2, wherein, The process of establishing a user association queue corresponding to the agent information includes: Perform a hash operation on the seat identifier in the seat information; The storage device for storing the user association queue corresponding to the agent information is determined based on the obtained hash value; and A user association queue corresponding to the agent information is established in the storage device.

5. The method according to claim 1, wherein, The step of selecting a target agent from the agent resource pool corresponding to the skill to handle the second customer service session request in the first queue or the second queue includes: According to the priority of the customer service session request, select the second customer service session request to be processed from the first queue or the second queue; Select the target agent from the agent resource pool corresponding to the skill and assign it to the second customer service session request; and A communication connection is established between the target agent and the user corresponding to the second customer service session request, and the target agent handles the second customer service session request.

6. The method according to claim 5, wherein, Selecting the target agent from the agent resource pool corresponding to the skill and assigning it to the second customer service session request includes: In response to determining that the second customer service session request originates from the second queue, an available agent is selected from the agent resource pool corresponding to the skill as the target agent; and In response to determining that the second customer service session request comes from the first queue, an idle seat corresponding to the seat information contained in the second customer service session request is selected from the seat resource pool corresponding to the skill as the target seat.

7. The method of claim 1, further comprising, after selecting a target agent for the second customer service session request: In response to determining that the second customer service session request originated from the second queue, the second customer service session request is deleted from the second queue; as well as In response to determining that the second customer service session request originated from the first queue, the second customer service session request is deleted from the first queue, and the association between the user information corresponding to the second customer service session request and the agent information is deleted.

8. The method according to claim 7, wherein, The step of deleting the association between the user information corresponding to the second customer service session request and the agent information includes: Delete the user information corresponding to the second customer service session request from the user association queue corresponding to the seat information; and In response to determining that the user association queue corresponding to the seat information does not contain other user information, the user association queue corresponding to the seat information is deleted.

9. The method of claim 2, further comprising: For an agent in the agent resource pool corresponding to the skill, the number of people in the queue for the agent is determined based on the number of customer service session requests queued in the second queue corresponding to the skill and the number of users queued in the user association queue corresponding to the agent information.

10. The method of claim 2, further comprising: For a user who issues a third customer service session request, in response to determining that the third customer service session request does not contain agent information, the number of people in the queue for the user is determined based on the number of customer service session requests in the second queue corresponding to the skill of the agent requested by the third customer service session request that precedes the third customer service session request. In response to determining that the third customer service session request contains agent information, the number of people in the queue for the user is determined based on the number of users ahead of the user in the user association queue corresponding to the agent information.

11. A customer service session request processing apparatus, comprising: The customer service session request receiving module is used to receive the first customer service session request; The skill determination module is used to determine the skills of the agent requested in the first customer service session request and whether it includes agent information. The first queue module is used to add the first customer service session request to the first queue corresponding to the skill in response to determining that the first customer service session request contains agent information, and to store the association relationship between the user information corresponding to the first customer service session request and the agent information. The second queue module is used to add the first customer service session request to the second queue corresponding to the skill in response to determining that the first customer service session request does not contain the agent information. as well as The agent allocation module is used to select a target agent from the agent resource pool corresponding to the skill to handle the second customer service session request in the first queue or the second queue; The agent-side queue number statistics module and / or user-side queue number statistics module, wherein the agent-side queue number statistics module is used to determine the number of agents in the queue in the agent resource pool based on the stored association relationship and the second queue. The user-side queue number statistics module is used to determine the number of users in the queue who have issued customer service session requests based on the stored association relationship and the second queue.

12. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor, when executing the program, implements the customer service session request processing method as described in any one of claims 1-10.

13. A non-transitory computer-readable storage medium storing computer instructions for causing a computer to perform the customer service session request processing method according to any one of claims 1-10.

14. A computer program product comprising computer program instructions that, when executed on a computer, cause the computer to perform the customer service session request processing method as described in any one of claims 1-10.

Images