Service transfer method, device, system and medium

Abstract

The present invention discloses a service transfer method, device, system and medium. The method includes: if a session end receives a service transfer request, the service transfer request and the corresponding back-end server IP address are sent to a message router; the message router generates corresponding session transfer information according to the service transfer request, and generates long link reference information corresponding to the service transfer request and the back-end server IP address for storage, further generates a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information, and then sends a new session notification of the transfer session window to the corresponding transfer end. The above-mentioned service transfer method quickly obtains the session transfer information by modifying the intermediate association relationship, and establishes a transfer session window based on the session transfer information to realize real-time message forwarding, thereby shortening the intermediate processing flow of the service transfer and shortening the user's waiting time, thereby greatly improving the service docking efficiency.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a service switching method, device, system and medium. Background Art

[0002] In today's internet-based businesses, with the rapid growth of enterprise businesses, many users of service systems need to consult about business processes. Behind each business app (application), there is a large number of customer service representatives providing daily consulting services. Users can use chat windows to consult customer service about any issues they encounter or need to know. During the consultation process, there may be user feedback issues, but the customer service personnel behind the chat window may not understand the situation and may be unable to respond quickly, resulting in a poor user experience. Furthermore, companies also need to train numerous customer service representatives who are familiar with the same business module, which results in high training costs.

[0003] When a customer service representative is unable to quickly resolve a user's issue, resulting in a long wait time, the company typically coordinates with other customer service representatives familiar with the issue to intervene. However, this transfer method requires a long resolution time, resulting in a poor user experience. Existing technical methods can also use message routers to route messages to achieve service transfers. However, in the application of service transfers based on message routers in existing technologies, the transfer process is complex and time-consuming, resulting in low service transfer efficiency. Therefore, the technical methods used in existing technical methods for customer connection services suffer from low service connection efficiency. Summary of the Invention

[0004] The embodiments of the present invention provide a service transfer method, device, system and medium, which are intended to solve the problem of low service connection efficiency existing in the technical methods for customer connection services in the existing technical methods.

[0005] In a first aspect, an embodiment of the present invention provides a service transfer method, which is applied to a service transfer system. The service transfer system includes a session end, a message router, and at least one transfer end. The session end and the transfer end both establish a network connection with a user end through the message router to achieve data information transmission. The method includes:

[0006] If the session end receives a service transfer request, the service transfer request and the corresponding backend server IP address are sent to the message router;

[0007] The message router generates corresponding session transfer information according to the service transfer request and a preset association database;

[0008] The message router generates corresponding long link reference information according to the service transfer request and the backend server IP address and inputs the long link reference information into the association database for storage;

[0009] The message router generates a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information; the current session window is the session window corresponding to the service transfer request before the transfer, and the transfer session window is a newly created session window for the transfer service;

[0010] The message router sends a session creation notification corresponding to the transferred session window to the corresponding transfer terminal based on the long link reference information stored in the association database.

[0011] In a second aspect, an embodiment of the present invention further provides a service switching device, which is configured in a service switching system, wherein the service switching system includes a session end, a message router, and at least one switching end, wherein the session end and the switching end both establish a network connection with a user end through the message router to achieve data information transmission, wherein the device is used to execute the service switching method as described in the first aspect above, and the device includes a sending module configured in the session end, and a session switching information generation module, a long link reference information storage unit, a switching session window generation module, and a notification information sending module configured in the message router;

[0012] The sending module is configured to send the service transfer request and the corresponding backend server IP address to the message router upon receiving the service transfer request;

[0013] The session transfer information generating module is used for the message router to generate corresponding session transfer information according to the service transfer request and a preset association database;

[0014] A long link reference information storage unit, configured to generate corresponding long link reference information according to the service transfer request and the backend server IP address and input the long link reference information into the associated database for storage;

[0015] The transfer session window generation module is configured to generate a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information; the current session window is the session window corresponding to the service transfer request before the transfer, and the transfer session window is a newly created session window for the transfer service;

[0016] The notification information sending module is configured to send a session creation notification corresponding to the transferred session window to a corresponding transfer terminal based on the long link reference information stored in the association database.

[0017] In a third aspect, an embodiment of the present invention further provides a service switching system, wherein the service switching system includes a session end, a message router, and at least one switching end, wherein the session end includes a first processor, a first communication interface, a first memory, and a first communication bus, wherein the first processor, the first communication interface, and the first memory communicate with each other via the first communication bus; the message router includes a second processor, a second communication interface, a second memory, and a second communication bus, wherein the second processor, the second communication interface, and the second memory communicate with each other via the second communication bus;

[0018] The first memory and the second memory are used to store computer programs;

[0019] The first processor and the second processor are configured to implement the steps of the service switching method described in the first aspect when jointly executing the programs stored in the first memory and the second memory.

[0020] In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program, when jointly executed by the first processor and the second processor, implements the steps of the service switching method as described in the first aspect above.

[0021] The embodiment of the present invention provides a service transfer method, device, system and medium, the method comprising: if a session end receives a service transfer request, the service transfer request and the corresponding backend server IP address are sent to a message router; the message router generates corresponding session transfer information according to the service transfer request, and generates long link reference information corresponding to the service transfer request and the backend server IP address for storage, further generates a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information, and then sends a new session notification of the transfer session window to the corresponding transfer end. The above-mentioned service transfer method quickly obtains the session transfer information by modifying the intermediate association relationship, and establishes a transfer session window based on the session transfer information to realize real-time message forwarding, thereby shortening the intermediate processing flow of the service transfer and shortening the user's waiting time, thereby greatly improving the service docking efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0023] Figure 1 A method flow chart of a service transfer method provided by an embodiment of the present invention;

[0024] Figure 2 A schematic diagram of an application scenario of the service transfer method provided by an embodiment of the present invention;

[0025] Figure 3 A schematic block diagram of a service switching device provided in an embodiment of the present invention;

[0026] Figure 4 It is a schematic block diagram of a computer device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0027] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of them. All other embodiments obtained by ordinary technicians in this field based on the embodiments of the present invention without making any creative efforts shall fall within the scope of protection of the present invention.

[0028] It will be understood that when used in this specification and the appended claims, the terms “comprises” and “comprising” indicate the presence of described features, integers, steps, operations, elements and / or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components and / or groups thereof.

[0029] It should also be understood that the terms used in the present specification are only for the purpose of describing particular embodiments and are not intended to limit the present invention. As used in the present specification and the appended claims, the singular forms "a", "an", and "the" are intended to include the plural forms unless the context clearly indicates otherwise.

[0030] It should be further understood that the term "and / or" used in the present description and the appended claims refers to and includes any and all possible combinations of one or more of the associated listed items.

[0031] The embodiment of the present invention provides a service switching method, such as Figure 2As shown, the method is applied to a service switching system 10, which includes a session terminal 101, a message router 102 and at least one switching terminal 103. The session terminal 101 and the switching terminal 103 both establish a network connection with the user terminal 20 through the message router 102 to realize the transmission of data information. The session terminal 101 and the switching terminal 103 can be terminal devices configured in the service switching system 10 for information processing and information display, the message router 102 is also a device configured in the service switching system 10 for sending and receiving information, and the user terminal 20 is a terminal device configured on the user side for user use and for information processing and information display. The session terminal 101, the switching terminal 103 and the user terminal 20 can all be devices such as laptops, desktop computers, tablet computers or mobile phones. The distinction between the session end 101 and the transfer end 103 is only for the purpose of more conveniently describing the method content. In the specific application process, the session end 101 and the transfer end 103 are essentially the same terminal device, and their roles can be interchanged, that is, the transfer end 103 can also be used as a session end 101, and the session end 101 can be used as another transfer end 103 corresponding to the transfer end 103; the service transfer system 10 is also configured with a back-end server cluster 30, which is composed of multiple back-end servers 31. The back-end server cluster 30 establishes communication connections with the message router 102, the session end 101 and the transfer end 103; each back-end server 31 is used to provide back-end data processing services for a session end 101 or a transfer end 103. Figure 1 As shown, the method includes steps S110 to S150.

[0032] S110: If the session end receives a service transfer request, the session end sends the service transfer request and the corresponding backend server IP address to the message router.

[0033] If the session end receives a service transfer request, it sends the service transfer request and the corresponding backend server IP address to the message router. The user sends a question message to the message router through the user end. The message router allocates a backend server from the server cluster and creates a corresponding session window. The session window is created based on a webSocket persistent connection. The session window needs to be bound to the user end's terminal address (user end IP address) and the backend server's server address (server IP address), thus forming an end-to-end communication channel.

[0034] The question information sent by the user is displayed in the created session window, and the question information is first intelligently replied based on the intelligent reply module configured in the back-end server. Specifically, the question information can be matched with keywords through the intelligent reply module, for example, regular expressions are used to match the character information in the question information to obtain matching keywords, so that the corresponding reply content is found according to the matching keywords and an intelligent reply is made. The message router pushes the matched reply content to the corresponding session window, and the session window can display the reply content accordingly; the user can view the question information and reply content contained in the session window through the user terminal. A session terminal (or a transfer terminal) can conduct session communication with a user terminal through a session window, and a session terminal (or a transfer terminal) can also conduct session communication with multiple user terminals simultaneously through multiple session windows.

[0035] If the intelligent reply module can intelligently match and obtain the reply content, the reply content will be pushed to the conversation window. If the reply content cannot be matched, a terminal device will be matched as the conversation end to access the conversation window based on the customer service type and service scope of the customer service logged in by each terminal device in the service transfer system. The customer service type can be a front-end service type, a back-end service type, etc., and the service scope can be a product introduction service, a payment service, a logistics service, etc. The customer service logged in by the conversation end that accesses the conversation window is the customer service that matches the user's question information. The customer service can enter the corresponding feedback information through the conversation end and add it to the conversation window accordingly. At this time, the customer service staff through the conversation end and the user through the user end can both view all the content contained in the conversation window.

[0036] The currently active session window is also known as the current session window. If the customer service representative connected to the session end of the current session window is unable to answer the customer's question, the customer service representative may input a service transfer request to the session end. After receiving the service transfer request input by the customer service representative, the session end sends the service transfer request and the backend server IP address corresponding to the service transfer request to the message router. The service transfer request includes the session end code (account ID) of the current session window, the customer account code (customer ID), the customer service account code connected to the current session window (source MID), and the target service identifier (target MID). The session end code indicates which customer service representative the customer is currently consulting with, and the target service identifier is the customer service account code to be transferred. The backend server IP address corresponding to the service transfer request is the server address of the backend server corresponding to the current session window. The session end may send the service transfer request and the corresponding backend server IP address to the message router to initiate session transfer.

[0037] S120: The message router generates corresponding session transfer information according to the service transfer request and a preset association database.

[0038] The message router generates corresponding session transfer information based on the service transfer request and a preset association database. Upon receiving the session transfer request, the message router generates session transfer information corresponding to the service transfer request based on the service transfer request and data information stored in the association database, wherein the association database stores the server IP address.

[0039] In a specific embodiment, step S120 includes sub-steps: obtaining the server IP address corresponding to the target service identifier in the service transfer request in the association database as the target server IP address; generating corresponding session transfer information according to the service transfer request and the target server IP address.

[0040] Furthermore, the server IP address corresponding to the target service identifier in the service transfer request can be obtained from the association database as the target server IP address. The association database stores multiple association relationships including server IP addresses, and the service identifier and the server IP address are combined into long link reference information. For example, the association server pre-stores the long link reference information "m2-192.168.1.B" corresponding to the target service identifier "m2". By matching the target service identifier with the long link reference information stored in the association server, the matching long link reference information can be obtained, and the target server IP address corresponding to the target service identifier is determined to be "192.168.1.B" based on the long link reference information.

[0041] Furthermore, corresponding session transfer information is generated based on the service transfer request and the obtained target server IP address. Specifically, the session end code (e.g., q1), customer account code (e.g., c1), target service identifier (e.g., m2), and target server IP address in the service transfer request are obtained and associated and combined to generate the corresponding session transfer information. For example, the combined session transfer information can be represented as m2-192.168.1.B-q1-c1.

[0042] S130: The message router generates corresponding long link reference information according to the service transfer request and the backend server IP address and inputs the long link reference information into the association database for storage.

[0043] Specifically, the message router generates corresponding long link reference information based on the service transfer request and the backend server IP address. The long link reference information is the webSocket long connection that the current session window relies on for information communication. The long link reference information can be used to establish an association between the backend server IP address and the corresponding customer service account code.

[0044] For example, the backend server IP address corresponding to the service transfer request is "192.168.1.A", and the customer service account code in the service transfer request is "m1", then the long link reference information "m1-192.168.1.A" can be generated accordingly, and the obtained long link reference information can be added to the associated database for storage.

[0045] S140: The message router generates a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information.

[0046] The message router generates a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information. Furthermore, the message router generates a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information, where the transfer session window is a session window different from the current session window. A dormancy flag is added to the current session window. The current session window is the session window corresponding to the service transfer request before the transfer, and the transfer session window is a newly created session window for the transfer service.

[0047] In a specific embodiment, step S140 includes sub-steps: obtaining the session message in the current session window to determine the initial session address information corresponding to the session message; determining the corresponding long link instance address based on the initial session address information; and calling the message processing node corresponding to the session transfer information based on the long link instance address to generate a transfer session window.

[0048] Specifically, the current session window contains a session message, which specifically includes a session end code (account ID), a customer account code (customer ID), and a customer service account code (source MID). The corresponding session message can be obtained from the current session window, and the corresponding initial session address information can be determined based on the session message. The initial session address information corresponding to the session message is also the customer service account code in the session message.

[0049] The corresponding long link instance address is determined based on the initial session address information. Specifically, the instance IP address of the long link that maintains the current session window corresponding to the initial session address information is obtained based on the initial session address information. Each long link instance address corresponds to a message processing node in the service transfer system. Furthermore, the message processing node corresponding to the session transfer information is called based on the determined long link instance address. A transfer session window is generated by calling the corresponding message processing node via the long link instance address. Each transfer session window corresponds to a set of session transfer information. After the transfer session window is generated, customer service personnel on the transfer end and users on the user end can communicate through the transfer session window. The transfer session window may not be displayed on the user end, but only on the transfer end.

[0050] S150: The message router sends a session creation notification corresponding to the transferred session window to the corresponding transfer terminal based on the long link reference information stored in the association database.

[0051] The message router sends a new session notification corresponding to the transferred session window to the corresponding transfer end based on the long link reference information stored in the association database. The message router generates a new session notification corresponding to the transferred session window and sends the new session notification to the corresponding transfer end. Customer service personnel at the transfer end can then receive the new session notification and respond with corresponding feedback information via the transferred session window corresponding to the new session notification.

[0052] In a specific embodiment, step S150 includes sub-steps: obtaining matching long link reference information in the associated database as target long link reference information according to the target service identifier in the transfer session window; pushing a new session creation notification with the transfer session window to the transfer end corresponding to the target service identifier according to the long link object corresponding to the target long link reference information.

[0053] Specifically, if the session transfer window also includes a session message, then the session transfer window also includes a target service identifier, and the corresponding target long link reference information can be obtained based on the target service identifier of the session transfer window. There are multiple sets of long link reference information stored in the associated database, and only the long link reference information that matches the target service identifier is the target long link reference information. For example, if the target service identifier is "m2", the corresponding target long link reference information that can be obtained is "m2-192.168.1.B". Each long link reference information corresponds to a long link object, and a message can be pushed based on the long link object corresponding to the target long link reference information, and the transfer end corresponding to the new session creation notification of the transfer session window can be pushed through the corresponding long link object.

[0054] In a specific embodiment, the above method also includes: the message router receives a question message from the user end or receives feedback information from the transfer end; determines a corresponding transfer session window as a target transfer session window based on the sending identifier of the question message or the feedback information; and pushes the question message or the feedback information as a new message to the target transfer session window.

[0055] Furthermore, after pushing the session creation notification corresponding to the transferred session window to the corresponding transfer endpoint, the message router can receive the corresponding information. The message router can receive questions from the user end or feedback from the transfer endpoint. By matching the sending identifier of the question information or the sending identifier of the feedback information with the session message of the session transfer window, the corresponding transferred session window can be determined as the target transferred session window. Specifically, the sending identifier of the question information can be a customer account code (customer ID), and the sending identifier of the feedback information can be a target service identifier. Therefore, the matching transferred session window can be uniquely identified as the target transferred session window based on the corresponding sending identifier. Because the session message of the transferred session window contains both the corresponding customer account code and the corresponding target service identifier, session communication can be established between the client end and the transfer endpoint via the transferred session window. The message router then pushes the question information or feedback information as a new message to the target transferred session window. The new message contains a new identifier, which is used to distinguish historical messages in the session window from newly added messages.

[0056] If both a current session window and a transfer session window matching the send identifier exist in the server cluster, the transfer session window will be prioritized as the target transfer session window for communication, as the current session window has been assigned a dormant flag, indicating that it has entered an inactive state. If only the current session window matching the send identifier exists in the server cluster, the current session window will be directly used for communication.

[0057] In a specific embodiment, the above method also includes: the message router monitors in real time whether a new message is added to the transferred session window; if a new message is added to the transferred session window, the message router synchronously pushes the new message to the current session window; and deletes the new identifier in the new message.

[0058] Furthermore, the message router monitors in real time whether new messages are added to the transferred session window. If a new message is added to the transferred session window, the message router pushes the new message to the current session window corresponding to the transferred session window. The current session window then displays the question and feedback information simultaneously, and deletes the new message identifiers in both the current and transferred session windows. The new message is then changed to a historical message. The transferred session window can be displayed only on the transferred end, not on the user end. If the current session window is displayed on both the user end and the session end, even if the session is transferred, the user on the unchanged user end can still use the current session window for business consultation. The user can seamlessly obtain feedback corresponding to the question, making the session transfer process smoother and faster and improving the user's actual experience.

[0059] In the service transfer method disclosed in the above embodiment, the method includes: if the session end receives a service transfer request, the service transfer request and the corresponding backend server IP address are sent to the message router; the message router generates corresponding session transfer information based on the service transfer request, and generates and stores long link reference information corresponding to the service transfer request and the backend server IP address, further generates a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information, and then sends a new session notification of the transfer session window to the corresponding transfer end. The above service transfer method quickly obtains the session transfer information by modifying the intermediate association relationship, and establishes a transfer session window based on the session transfer information to achieve real-time message forwarding, thereby shortening the intermediate processing flow of the service transfer and reducing the user's waiting time, thereby significantly improving the efficiency of service docking.

[0060] The embodiment of the present invention further provides a service switching device, which can be configured in a service switching system. The service switching system includes a session end, a message router, and at least one switching end. The session end and the switching end both establish a network connection with a user end through the message router to achieve data information transmission. The service switching device is used to execute any embodiment of the aforementioned service switching method. Specifically, please refer to Figure 3 , Figure 3 A schematic block diagram of a service switching device provided in an embodiment of the present invention.

[0061] like Figure 3 As shown, the service switching device 100 includes a sending module 110 configured in the session end 101, and a session switching information generating module 120, a long link reference information storage unit 130, a switching session window generating module 140 and a notification information sending module 150 configured in the message router 102.

[0062] The sending module 110 is configured to send the service transfer request and the corresponding backend server IP address to the message router upon receiving the service transfer request.

[0063] The session transfer information generating module 120 is configured to generate corresponding session transfer information according to the service transfer request and a preset association database.

[0064] In a specific embodiment, the session transfer information generation module 120 includes: an address acquisition unit, used to obtain the server IP address corresponding to the target service identifier in the service transfer request in the association database as the target server IP address; a generation unit, used to generate corresponding session transfer information based on the service transfer request and the target server IP address.

[0065] The long link reference information storage unit 130 is configured to generate corresponding long link reference information according to the service transfer request and the backend server IP address and input the long link reference information into the association database for storage.

[0066] The transfer session window generation module 140 is configured to generate a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information; the current session window is the session window corresponding to the service transfer request before the transfer, and the transfer session window is a newly created session window for the transfer service.

[0067] In a specific embodiment, the transfer session window generation module 140 includes: an initial session address information acquisition unit, used to acquire the session message in the current session window to determine the initial session address information corresponding to the session message; a long link instance address determination unit, used to determine the corresponding long link instance address based on the initial session address information; and a session window generation unit, used to call the message processing node corresponding to the session transfer information based on the long link instance address to generate a transfer session window.

[0068] The notification information sending module 150 is configured to send a session creation notification corresponding to the transferred session window to a corresponding transfer terminal based on the long link reference information stored in the association database.

[0069] The service transfer device provided in the embodiment of the present invention applies the above-mentioned service transfer method. If the session end receives a service transfer request, it sends the service transfer request and the corresponding backend server IP address to the message router; the message router generates corresponding session transfer information based on the service transfer request, and generates long link reference information corresponding to the service transfer request and the backend server IP address for storage, and further generates a corresponding transfer session window based on the current session window corresponding to the service transfer request and the session transfer information, and then sends a new session notification of the transfer session window to the corresponding transfer end. The above-mentioned service transfer method quickly obtains the session transfer information by modifying the intermediate association relationship, and establishes a transfer session window based on the session transfer information to realize real-time message forwarding, thereby shortening the intermediate processing flow of the service transfer and shortening the user's waiting time, thereby greatly improving the efficiency of service docking.

[0070] An embodiment of the present invention also provides a service switching system, wherein the service switching system includes a session end, a message router and at least one switching end, the session end includes a first processor, a first communication interface, a first memory and a first communication bus, wherein the first processor, the first communication interface and the first memory communicate with each other via the first communication bus; the message router includes a second processor, a second communication interface, a second memory and a second communication bus, wherein the second processor, the second communication interface and the second memory communicate with each other via the second communication bus; the first memory and the second memory are used to store computer programs; the first processor and the second processor are used to jointly execute the programs stored in the first memory and the second memory, thereby implementing the steps of the service switching method described in the first aspect. Then the above-mentioned service switching device can be implemented in the form of a computer program, and the computer program can be used in the following manner: Figure 4 Runs on the computer device shown.

[0071] See also Figure 4 , Figure 4 1 is a schematic block diagram of a computer device provided by an embodiment of the present invention. The computer device may be a session terminal or a message router for executing the service switching method to switch a session service.

[0072] See Figure 4 The computer device 500 includes a processor 502 , a memory, and a communication interface 505 connected via a communication bus 501 , wherein the memory may include a storage medium 503 and an internal memory 504 .

[0073] The storage medium 503 may store an operating system 5031 and a computer program 5032. When the computer program 5032 is executed, the processor 502 may execute a service switching method. The storage medium 503 may be a volatile storage medium or a non-volatile storage medium.

[0074] The processor 502 is used to provide computing and control capabilities to support the operation of the entire computer device 500.

[0075] The internal memory 504 provides an environment for the operation of the computer program 5032 in the storage medium 503. When the computer program 5032 is executed by the processor 502, the processor 502 can execute the service switching method.

[0076] The communication interface 505 is used for network communication, such as providing data information transmission. Those skilled in the art will understand that Figure 4 The structure shown in the figure is merely a block diagram of a portion of the structure related to the solution of the present invention and does not constitute a limitation on the computer device 500 to which the solution of the present invention is applied. The specific computer device 500 may include more or fewer components than shown in the figure, or combine certain components, or have a different component arrangement.

[0077] The processor 502 is configured to run a computer program 5032 stored in the memory to implement corresponding functions in the above-mentioned service switching method.

[0078] Those skilled in the art will understand that Figure 4 The embodiment of the computer device shown in the figure does not constitute a limitation on the specific composition of the computer device. In other embodiments, the computer device may include more or fewer components than shown in the figure, or combine certain components, or arrange the components differently. For example, in some embodiments, the computer device may only include a memory and a processor. In such an embodiment, the structure and function of the memory and processor are the same as those in the figure. Figure 4 The embodiments shown are consistent and will not be described again here.

[0079] It should be understood that in the embodiment of the present invention, the processor 502 may be a central processing unit (CPU), and the processor 502 may also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or any conventional processor, etc.

[0080] In another embodiment of the present invention, a computer-readable storage medium is provided. The computer-readable storage medium may be a volatile or non-volatile computer-readable storage medium. The computer-readable storage medium stores a computer program, wherein when the computer program is executed by a processor, the steps included in the above-mentioned service switching method are implemented.

[0081] Those skilled in the art will clearly understand that, for the convenience and brevity of description, the specific working processes of the above-described equipment, devices and units can refer to the corresponding processes in the aforementioned method embodiments, and will not be repeated here. Those of ordinary skill in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented with electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the composition and steps of each example have been generally described in terms of function in the above description. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of the present invention.

[0082] In the several embodiments provided by the present invention, it should be understood that the disclosed devices, apparatuses and methods can be implemented in other ways. For example, the device embodiments described above are merely schematic. For example, the division of the units is merely a logical function division. In actual implementation, there may be other division methods, or units with the same function may be combined into one unit. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. In addition, the mutual coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interfaces, devices or units, or may be an electrical, mechanical or other form of connection.

[0083] The units described as separate components may or may not be physically separate, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed across multiple network units. Some or all of these units may be selected according to actual needs to achieve the objectives of the embodiments of the present invention.

[0084] In addition, the functional units in the various embodiments of the present invention may be integrated into a single processing unit, each unit may exist physically separately, or two or more units may be integrated into a single unit. The aforementioned integrated units may be implemented in the form of hardware or software functional units.

[0085] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention is essentially or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product. The computer software product is stored in a computer-readable storage medium and includes several instructions for enabling a computer device (which can be a personal computer, server, or network device, etc.) to execute all or part of the steps of the method described in each embodiment of the present invention. The aforementioned computer-readable storage medium includes various media that can store program codes, such as a USB flash drive, a mobile hard disk, a read-only memory (ROM), a magnetic disk, or an optical disk.

[0086] The above description is merely a specific embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any person skilled in the art can easily conceive of various equivalent modifications or substitutions within the technical scope disclosed in the present invention, and such modifications or substitutions are intended to be within the scope of protection of the present invention. Therefore, the scope of protection of the present invention shall be subject to the scope of protection of the claims.

Claims

1. A service transfer method, characterized in that: The method is applied to a service switching system, wherein the service switching system includes a session end, a message router, and at least one switching end. The session end and the switching end both establish a network connection with a user end through the message router to achieve data information transmission. The method includes: If the session end receives a service transfer request, the service transfer request and the corresponding backend server IP address are sent to the message router; The message router generates corresponding session transfer information according to the service transfer request and a preset association database; The message router generates corresponding long link reference information according to the service transfer request and the backend server IP address and inputs the long link reference information into the association database for storage; The message router generates a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information; the current session window is the session window corresponding to the service transfer request before the transfer, and the transfer session window is a newly created session window for the transfer service; The message router sends a session creation notification corresponding to the transferred session window to the corresponding transfer terminal based on the long link reference information stored in the association database.

2. The service transfer method according to claim 1, wherein: The generating corresponding session transfer information according to the service transfer request and a preset association database includes: Obtaining a server IP address in the association database corresponding to the target service identifier in the service transfer request as the target server IP address; Generate corresponding session transfer information according to the service transfer request and the target server IP address.

3. The service transfer method according to claim 1, wherein: The generating a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information includes: Acquire the session message in the current session window to determine the initial session address information corresponding to the session message; Determine the corresponding long link instance address according to the initial session address information; A message processing node corresponding to the session transfer information is called according to the long link instance address to generate a transfer session window.

4. The service transfer method according to claim 3, wherein: The sending of a session creation notification corresponding to the transferred session window to a corresponding transfer terminal based on the long link reference information stored in the association database includes: Acquire matching long link reference information in the association database according to the target service identifier in the transfer session window as target long link reference information; Push a session creation notification with the transfer session window to the transfer terminal corresponding to the target service identifier according to the long link object corresponding to the target long link reference information.

5. The service transfer method according to claim 1 or 4, characterized in that: The method further comprises: The message router receives question information from the user terminal or feedback information from the transfer terminal; determining a corresponding transfer session window as a target transfer session window according to a sending identifier of the question information or the feedback information; The question information or the feedback information is pushed as a new message to the target transfer session window.

6. The service transfer method according to claim 5, characterized in that: The method further comprises: The message router monitors in real time whether a new message is added to the transfer session window; If a new message is added to the transferred session window, the message router synchronously pushes the new message to the current session window; Delete the new identifier in the new message.

7. A service switching device, characterized in that: The device is configured in a service switching system, the service switching system including a session end, a message router, and at least one switching end, the session end and the switching end both establishing a network connection with a user end through the message router to achieve data information transmission, the device is used to execute the service switching method according to any one of claims 1 to 6, the device including a sending module configured in the session end, and a session switching information generation module, a long link reference information storage unit, a switching session window generation module, and a notification information sending module configured in the message router; The sending module is configured to send the service transfer request and the corresponding backend server IP address to the message router upon receiving the service transfer request; The session transfer information generating module is used for the message router to generate corresponding session transfer information according to the service transfer request and a preset association database; A long link reference information storage unit, configured to generate corresponding long link reference information according to the service transfer request and the backend server IP address and input the long link reference information into the associated database for storage; The transfer session window generating module is configured to generate a corresponding transfer session window according to the current session window corresponding to the service transfer request and the session transfer information; The current session window is the session window corresponding to the transfer, and the transfer session window is a newly created session window for the transfer service; The notification information sending module is configured to send a session creation notification corresponding to the transferred session window to a corresponding transfer terminal based on the long link reference information stored in the association database.

8. The service switching device according to claim 7, characterized in that: The session transfer information generation module includes: An address acquisition unit, configured to acquire a server IP address corresponding to the target service identifier in the service transfer request from the association database as a target server IP address; A generating unit is configured to generate corresponding session transfer information according to the service transfer request and the target server IP address.

9. A service switching system, characterized in that: The service switching system includes a session end, a message router, and at least one switching end. The session end includes a first processor, a first communication interface, a first memory, and a first communication bus, wherein the first processor, the first communication interface, and the first memory communicate with each other via the first communication bus; the message router includes a second processor, a second communication interface, a second memory, and a second communication bus, wherein the second processor, the second communication interface, and the second memory communicate with each other via the second communication bus; The first memory and the second memory are used to store computer programs; The first processor and the second processor are configured to implement the steps of the service switching method according to any one of claims 1 to 6 when jointly executing the programs stored in the first memory and the second memory.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is jointly executed by the first processor and the second processor, the steps of the service switching method according to any one of claims 1 to 6 are implemented.

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