Message processing system and method

Abstract

The invention discloses a message processing system and method, a communication platform sends a feedback message input by a first user to an intermediate server, the intermediate server determines a target type of the feedback message and sends the feedback message and the target type to a background server, and the background server determines a second user according to the target type and sends the second user to the first user. The feedback message is displayed to the second user, a reply message is determined, the background server returns the reply message to the intermediate server, the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user. According to the scheme, the intermediate server is used for aggregating feedback messages from different communication platforms and distributing reply messages to the different communication platforms, a second user does not need to frequently switch among multiple communication platforms, the message reply complexity is reduced, the response speed is increased, and meanwhile the labor cost is reduced.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a message processing system and method. Background Art

[0002] With the rapid development of computer technology, more and more application software with different functions have emerged on the market, providing users with a variety of services. In the process of application software serving users, users may send feedback messages to customer service personnel who provide Q&A and feedback services due to abnormalities in the application software itself or doubts about the use of the application software. Customer service personnel communicate with users to solve problems encountered by users when using the application software.

[0003] At present, due to the mature use of communication technology, users can choose different communication platforms to send feedback messages to the customer service staff of the application software. The customer service staff then sends a reply message to the user through the communication platform used for the feedback message to solve the user's problem.

[0004] In order to deal with user feedback messages sent from different communication platforms, generally, a single customer service staff can simultaneously maintain feedback messages sent through multiple communication platforms, but in this solution, customer service staff need to frequently switch between multiple communication platforms, which is highly complex to manage and cannot quickly respond to user needs. Alternatively, different customer service staff can be configured for each communication platform, but this solution requires more customer service staff, increasing labor costs.

[0005] Based on this, this specification provides a message processing system. Summary of the invention

[0006] This specification provides a message processing system and method to partially solve the above problems existing in the prior art.

[0007] This manual adopts the following technical solutions:

[0008] This specification provides a message processing system, the system includes an intermediate server, a background server and a plurality of different communication platforms;

[0009] The communication platform is used to send a feedback message to the intermediate server in response to the input of the first user; receive a reply message sent by the intermediate server, and display the reply message to the first user;

[0010] The intermediate server is used to receive the feedback message sent by the communication platform, determine the target type of the feedback message; send the feedback message and the target type to the backend server; receive the reply message sent by the backend server, and forward the reply message to the communication platform;

[0011] The background server is used to receive the feedback message and the target type, determine the second user corresponding to the feedback message according to the target type, display the feedback message to the second user, and determine the reply message input by the second user according to the feedback message; and send the reply message to the intermediate server.

[0012] This specification provides a message processing method, which is applied to an intermediate server and includes:

[0013] receiving a feedback message sent by a communication platform, and determining a target type of the feedback message; the feedback message is sent by the communication platform in response to an input of a first user;

[0014] Sending the feedback message and the target type to a backend server;

[0015] receiving a reply message sent by the backend server; wherein the reply message is determined by the backend server according to the target type to indicate the second user corresponding to the feedback message, and the feedback message is displayed to the second user, and the second user inputs the message according to the feedback message;

[0016] The reply message is forwarded to the communication platform, so that the communication platform displays the reply message to the first user.

[0017] Optionally, the determining a target type of the feedback message specifically includes:

[0018] Determine application information of the application software to which the feedback message belongs, and a message type corresponding to the feedback message;

[0019] Acquire user information of a first user who inputs the feedback message;

[0020] Determine the priority of the feedback message according to the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message, and the user information;

[0021] A target type of the feedback message is determined according to the priority and a communication platform that sends the feedback message.

[0022] Optionally, sending the feedback message and the target type to the background server specifically includes:

[0023] According to the target type, determining, from each feedback message queue, a feedback message queue corresponding to the target type as a first designated queue;

[0024] Inserting the feedback message into the tail of the first designated queue;

[0025] The feedback message and the target type are sent to the background server according to the order of the first designated queue in the feedback message queues and the order of the feedback message in the messages included in the first designated queue.

[0026] Optionally, forwarding the reply message to the communication platform specifically includes:

[0027] Acquire a target type of a feedback message corresponding to the reply message, and determine a priority of the reply message and a designated communication platform corresponding to the reply message according to the target type;

[0028] According to the priority of the reply message, determining the reply message queue to which the reply message belongs as the second designated queue from the reply message queues corresponding to the designated communication platform;

[0029] Inserting the reply message into the tail of the second designated queue;

[0030] According to the order of the second designated queue in the reply message queues corresponding to the designated communication platform and the order of the reply message in the messages contained in the second designated queue, the reply message is sent to the communication platform corresponding to the reply message.

[0031] This specification provides a message processing method, which is applied to a background server and includes:

[0032] Receiving a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when the intermediate server receives the feedback message sent by the communication platform, and the target type of the feedback message is determined by the intermediate server;

[0033] Determining a second user corresponding to the feedback message according to the target type;

[0034] Displaying the feedback message to the second user, and determining a reply message input by the second user according to the feedback message;

[0035] The reply message is sent to the intermediate server, so that the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user.

[0036] Optionally, determining the second user corresponding to the feedback message according to the target type specifically includes:

[0037] Acquire a reference type corresponding to each second user, where the reference type is used to characterize at least one type corresponding to a message processed by the second user;

[0038] The second user corresponding to the feedback message is determined according to the reference types and the target type respectively corresponding to the second users.

[0039] Optionally, presenting the feedback message to the second user and determining a reply message input by the second user according to the feedback message specifically includes:

[0040] Displaying a display interface, displaying at least a first area, a second area, and a typing bar on the display interface;

[0041] Displaying the feedback message in the first area, and displaying user information of a first user corresponding to the feedback message and application information of application software to which the feedback message belongs in the second area;

[0042] In response to the input of the second user in the input field, a reply message input by the second user according to the feedback message is determined, and the reply message includes at least one of text, audio, and image.

[0043] This specification provides a message processing method, which is applied to a communication platform and includes:

[0044] In response to the input of the first user, the feedback message is sent to the intermediate server so that the intermediate server determines the target type of the feedback message, and the feedback message and the target type are sent to the backend server so that the backend server determines the second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, determines the reply message input by the second user according to the feedback message, and sends the reply message to the intermediate server so that the intermediate server forwards the reply message;

[0045] A reply message sent by the intermediate server is received, and the reply message is displayed to the first user.

[0046] This specification provides a message processing device, which is applied to an intermediate server and includes:

[0047] a target type determination module, configured to receive a feedback message sent by a communication platform and determine a target type of the feedback message; the feedback message is sent by the communication platform in response to an input of a first user;

[0048] A feedback message sending module, used to send the feedback message and the target type to a backend server;

[0049] A reply message receiving module, used for the reply message sent by the backend server; wherein the reply message is determined by the backend server according to the target type to the second user corresponding to the feedback message, and the feedback message is displayed to the second user, and the second user inputs the reply message according to the feedback message;

[0050] The reply message forwarding module is used to forward the reply message to the communication platform so that the communication platform displays the reply message to the first user.

[0051] This specification provides a message processing device, which is applied to a background server and includes:

[0052] A feedback message receiving module, used to receive a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when the intermediate server receives the feedback message sent by the communication platform, and the target type of the feedback message is determined by the intermediate server;

[0053] A second user determination module, configured to determine a second user corresponding to the feedback message according to the target type;

[0054] a reply message determination module, configured to display the feedback message to the second user and determine a reply message input by the second user according to the feedback message;

[0055] The reply message sending module is used to send the reply message to the intermediate server, so that the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user.

[0056] This specification provides a message processing device, which is applied to a communication platform and includes:

[0057] a feedback message determination module, configured to send the feedback message to an intermediate server in response to an input of the first user, so that the intermediate server determines a target type of the feedback message, and send the feedback message and the target type to a backend server, so that the backend server determines a second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, determines a reply message input by the second user according to the feedback message, and sends the reply message to the intermediate server, so that the intermediate server forwards the reply message;

[0058] A reply message display module is used to receive the reply message sent by the intermediate server and display the reply message to the first user.

[0059] This specification provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, the above-mentioned message processing method is implemented.

[0060] This specification 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 implements the above-mentioned message processing method when executing the program.

[0061] At least one of the above technical solutions adopted in this specification can achieve the following beneficial effects:

[0062] In the message processing system provided in this specification, the communication platform sends the feedback message input by the first user to the intermediate server, the intermediate server determines the target type of the feedback message, and sends the feedback message and the target type to the background server, the background server determines the second user according to the target type, displays the feedback message to the second user, and determines the reply message, the background server returns the reply message to the intermediate server, and the intermediate server forwards the reply message to the communication platform, so that the communication platform displays the reply message to the first user. Through the above scheme, the intermediate server is responsible for aggregating feedback messages from different communication platforms and distributing reply messages to different communication platforms, without the need for the second user to frequently switch between multiple communication platforms, reducing the complexity of message replies, improving response speed, and reducing labor costs. BRIEF DESCRIPTION OF THE DRAWINGS

[0063] The drawings described herein are used to provide a further understanding of this specification and constitute a part of this specification. The illustrative embodiments and descriptions of this specification are used to explain this specification and do not constitute an improper limitation on this specification. In the drawings:

[0064] Figure 1 This is a schematic diagram of replying to feedback messages from multiple communication platforms in this specification;

[0065] Figure 2 This is a schematic diagram of the architecture of a message processing system in this specification;

[0066] Figure 3 A schematic diagram of an interactive process of a message processing method in this specification;

[0067] Figure 4 A flowchart of a message processing method in this specification;

[0068] Figure 5 This is a schematic diagram of a display interface in this manual;

[0069] Figure 6 A schematic diagram of a message processing device provided in this specification;

[0070] Figure 7 A schematic diagram of a message processing device provided in this specification;

[0071] Figure 8 A schematic diagram of a message processing device provided in this specification;

[0072] Fig. 9 The corresponding Figure 3 Schematic diagram of electronic equipment. DETAILED DESCRIPTION

[0073] In order to make the purpose, technical solutions and advantages of this specification more clear, the technical solutions of this specification will be clearly and completely described below in combination with the specific embodiments of this specification and the corresponding drawings. Obviously, the described embodiments are only part of the embodiments of this specification, not all of them. Based on the embodiments in this specification, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this specification.

[0074] In addition, it should be noted that all actions of acquiring signals, information or data in this manual are performed in compliance with the relevant local data protection laws and policies and with the authorization given by the owner of the corresponding device.

[0075] It should be noted that, in the absence of conflict, the features in the following embodiments and implementations may be combined with each other.

[0076] Figure 1 The following are two current solutions for replying to feedback messages from multiple communication platforms. The left figure shows that different communication platforms are configured with different second users. Each second user only needs to process feedback messages from the corresponding communication platform. This solution has high labor costs, and when the scale of feedback messages sent by different communication platforms is different, it is easy to cause different processing loads for different second users, reducing the processing efficiency of feedback messages. The right figure shows that a single second user simultaneously maintains feedback messages sent through multiple communication platforms. In this solution, the second user needs to switch frequently between different communication platforms, which has high management complexity, cannot quickly respond to user needs, and has difficulty in dealing with highly concurrent feedback messages.

[0077] Based on this, this specification provides a message processing system and method, in which an intermediate server is responsible for aggregating feedback messages from different communication platforms, sending feedback messages to a background server, receiving reply messages sent by the background server, and then distributing reply messages to different communication platforms. There is no need for the second user to frequently switch between multiple communication platforms, which reduces the complexity of message replies, improves response speed, and reduces labor costs.

[0078] The technical solutions provided by the embodiments of this specification are described in detail below in conjunction with the accompanying drawings.

[0079] Figure 2 A schematic diagram of a message processing system provided in this specification.

[0080] The message processing system provided in this specification includes an intermediate server, a background server and multiple different communication platforms. Among them, the intermediate server can be an independent physical server, or a server cluster or distributed system composed of multiple physical servers, or a cloud server providing cloud computing services. The intermediate server is used to receive feedback messages from different communication platforms, classify them and forward them to the background server, and also to receive reply messages sent by the background server and distribute them to each communication platform to realize reply to the feedback message.

[0081] The backend server can also be an independent physical server, a server cluster or a distributed system composed of multiple physical servers, or a cloud server that provides cloud computing services. The backend server is used to receive the feedback message, determine the second user who processes the feedback message, and display the feedback message to the corresponding second user. At the same time, the backend server is also used to obtain the reply message input by the second user and forward the reply message to the intermediate server.

[0082] The communication platform can be a service platform that provides instant / non-instant communication services to the first user, or it can be other types of server platforms configured with communication service functions. The first user can send feedback messages to the communication platform through various terminal devices such as smart phones, tablet computers, laptops, desktop computers, etc. configured with communication software matching the communication platform.

[0083] In this specification, the communication platform, the intermediate server and the background server can send and receive messages through any existing type of communication media, such as a wired communication link or a wireless communication link. The wireless communication link includes but is not limited to: Bluetooth, Wi-Fi, near-field communication, and cellular mobile communication networks. This specification does not limit this.

[0084] Figure 3 A schematic diagram of the interaction flow of a message processing method provided in this specification.

[0085] S100: The communication platform sends a feedback message to the intermediate server in response to the input of the first user.

[0086] In this specification, the first user is the user of the application software, and the second user is the customer service staff who provides the first user with question-answering and feedback services related to the application software. The aforementioned application software can be any existing application software with any function, such as games, online shopping, map navigation, etc. This specification does not limit the number of application software involved and the functions implemented.

[0087] In actual applications, when the first user uses the installed application software through the terminal device, abnormal problems may occur in the application software itself, such as errors in the application software program running, resulting in application crashes, freezes, data loss, etc., failures of third-party plug-ins or SDKs built into the application software, etc., or the first user has doubts about the use of the application software, for example, the user is not clear about how to implement certain functions of the application, and for paid applications or in-app purchases, the user may be confused about the payment process, etc.

[0088] Faced with the above situation, the first user can usually provide feedback messages to the second user through the communication platform. The second user sends a reply message to the first user through the communication platform based on the issues related to the application software raised in the feedback message. After one or more rounds of feedback and reply communication process, the second user can solve the problems that the first user encounters when using the application software, so as to maintain or even enhance the first user's willingness to continue using the application software.

[0089] In the above process, the first user can use multiple different communication platforms to send feedback messages to the second user. That is, different first users use different communication platforms to send feedback messages. In practice, in order to attract the attention of the second user and improve the response efficiency of the feedback, the same first user may send feedback messages through different communication platforms.

[0090] Among them, the communication platform in this specification can be a communication service platform that provides instant / non-instant communication services to the first user, such as communication applications, social media applications, etc., or it can be other types of server platforms configured with communication service functions, such as e-commerce applications configured with instant messaging functions, map navigation applications with built-in message sending and receiving, etc.

[0091] When the first user has questions about the use of the application software, he can input a feedback message by operating a terminal device installed with communication software matching the communication platform. The terminal device responds to the feedback message input by the user and sends the feedback message to the communication platform. The communication platform then sends the feedback message to the intermediate server through a specific interface.

[0092] It should be noted that the message processing system and method provided in this specification can cope with the application scenario of replying to feedback messages from multiple communication platforms. That is, in the actual application scenario, there are multiple communication platforms that send feedback messages to the intermediate server simultaneously or at different times. In one or more embodiments of this specification, only one communication platform participates in the interaction process of the message processing method as an example. The interaction process of other multiple communication platforms participating in message processing is similar and will not be elaborated on.

[0093] The feedback message input by the first user may include one or more types of messages such as text, audio, video, and image, which is not limited in this specification. The text in the feedback message may be a text description of the problem input by the first user, and the picture or audio and video in the feedback message may be a screenshot or recorded audio and video provided by the user to intuitively display the problem with the application software. Optionally, the feedback message may also include a log file, which may record data about problems encountered by the user when using the application software. The feedback message can be used to describe abnormal problems that occur in the application software during the use of the application software by the first user, or to describe the first user's doubts about the use of the application software.

[0094] S102: The intermediate server receives the feedback message sent by the communication platform, and determines the target type of the feedback message.

[0095] In the message processing system and method provided in this specification, the intermediate server is responsible for aggregating the feedback messages sent by each communication platform and transmitting them to the background server. It is also responsible for managing the reply messages fed back by the background server and distributing the reply messages to each communication platform.

[0096] When the intermediate server receives the feedback message sent by the communication platform, it will first classify and label the feedback message to determine the target type of the feedback message so that the feedback message can be handed over to the second user who handles the feedback problem of the target type for targeted processing and response.

[0097] The target type of the feedback message can be used to indicate the problem that the application software reflected by the feedback message has in use, and to indicate the urgency of the problem. The problem may be a technical problem of the application software itself, or it may be an obstacle encountered by the user when using the application software. Based on this, in this specification, the target type of the feedback message may include one or more of the following types: functional abnormality type (such as flash back, data loss), performance problem type (stuttering, heating), payment problem type (refund, recharge not received), account problem type (reset password, change binding device), permission problem type, update problem type, multi-language support problem type, etc. The target type of the feedback message can be determined by one or more of a variety of schemes such as keyword matching, machine learning models, and preset rules.

[0098] When the target type of the feedback message is determined by the keyword matching scheme, the preset keywords can be obtained and determined, wherein the preset keywords are used to characterize the usage problems of the application software, and each preset keyword corresponds to each known application problem type. For example, the keyword "flash back" can correspond to the function abnormality type, and the keyword "recharge" can correspond to the payment problem type. In this specification, a preset keyword usually corresponds to a known application problem type, but a known application problem type can correspond to one or more preset keywords, for example, the payment problem type can correspond to the preset keywords "recharge" and "refund". After that, the description text used to describe the feedback message is extracted, the description text of the feedback message is matched with the preset keywords, and the keywords hit by the description text of the feedback message are used as the keywords of the feedback message, and the target type of the feedback message is determined according to the keywords of the feedback message. For example, the preset keywords include: flash back, loss, bug, mistaken deletion, payment, recharge, refund. Suppose there is a feedback message with the description text of "When I was purchasing virtual currency in the game, it suddenly crashed. When I reopened the game app, I found that my game progress and the virtual currency I recharged before were lost. I suspect this is a bug because I have already completed the payment." Based on the description text of the feedback message, it can be determined that the keywords hit by the feedback message include "crash", "loss", "bug", and "payment". Based on the hit keywords, it can be determined that the target type of the feedback message is the type of functional abnormality of the application itself superimposed on the payment problem. In this way, after the feedback problem is sent to the background server, the background server can assign the feedback message to the second user who handles technical problems and in-app purchase problems according to the target type of the feedback message, so as to improve the processing efficiency of the feedback message.

[0099] When a machine learning model is used to determine the target type of a feedback message, the message classification model can be trained in advance through a supervised learning scheme based on sample messages and the annotation types of the sample messages, and the trained message classification model can be deployed on an intermediate server, or an interface for calling the trained message classification model can be configured on the intermediate server. When the intermediate server receives a feedback message, the feedback message is input into the trained message classification model to obtain the target type of the feedback message output by the message classification model.

[0100] Adopting preset rules to determine the target type of a feedback message may be to extract various types of information contained in the feedback message according to the preset rules, such as extracting application information of the application software to which the feedback message belongs, extracting user information of the first user who sends the feedback message, determining the specific type of the feedback message (text, audio, image, etc.), the communication platform of the feedback message source, and other information, and determining the target type of the feedback message by combining the various types of information contained in the feedback message.

[0101] S104: Send the feedback message and the target type to the background server.

[0102] After determining the target type of the feedback message, the feedback message itself and the target type of the feedback message can be packaged and sent to the background server so that the background server can determine the second user suitable for processing the feedback message according to the target type to improve the processing and reply speed of the feedback message.

[0103] In addition, when the intermediate server sends feedback messages and their target types to the background server, any existing message sending and receiving solutions such as message queues, distributed caches, databases, event buses, asynchronous processing frameworks, and inter-microservice communications can be used to cope with possible high-concurrency scenarios and improve the speed and reliability of sending and receiving messages between the intermediate server and the background server. The specific solution used to implement the sending and receiving of messages between the intermediate server and the background server can be determined based on the specific application scenarios and business needs, and this manual does not limit this.

[0104] S106: The backend server receives the feedback message and the target type, determines a second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, and determines a reply message input by the second user according to the feedback message.

[0105] Specifically, the backend server can match a suitable second user for the feedback message according to the problem reflected in the feedback message indicated by the target type and the urgency of the problem. In this specification, each second user corresponds to one or more reference types that can handle problems, that is, based on the reference type corresponding to the second user, it can be determined that the second user has the ability to handle the problem reflected in the feedback message of the reference type. The reference types corresponding to different second users can be the same or different. The target type of the feedback message is matched with the reference type corresponding to each second user, and a second user who has the ability to handle the feedback message is determined as the second user corresponding to the feedback message.

[0106] Afterwards, the feedback message is handed over to the determined second user for processing and reply. Specifically, the backend server can guide the second user to process the feedback message by displaying the feedback message to the second user. The second user can input a corresponding reply message according to the displayed feedback message through an input device connected to the backend server. The reply message at least includes the content of explaining and processing the feedback message proposed by the first user. The reply message may include one or more of text, image, audio, and video.

[0107] S108: Send the reply message to the intermediate server.

[0108] After receiving the reply message corresponding to the feedback message, the background server can send the reply message to the intermediate server. At the same time, the reply message can also carry the identifier of the feedback message (especially the identifier of the communication platform that sends the feedback message) in the reply message, so that the intermediate server can determine the feedback message corresponding to the reply message it has received, and thus accurately forward the reply message to the corresponding communication platform and the first user.

[0109] S110: The intermediate server receives the reply message sent by the background server, and forwards the reply message to the communication platform.

[0110] Furthermore, the intermediate server receives the reply message sent by the backend server, and can determine the feedback message corresponding to the reply message according to the identifier carried in the reply message, and then determine which communication platform the reply message needs to be sent to, so as to further send it to the corresponding first user. Of course, if the identifier carried in the reply message can directly indicate the communication platform, then it can be directly determined based on the identifier carried in the reply message to which communication platform the reply message needs to be sent, so as to further send it to the corresponding first user.

[0111] In addition, in order to cope with high-concurrency application scenarios and ensure that reply messages are forwarded from the intermediate server to the communication platform quickly and effectively, the message sending and receiving scheme used in the aforementioned step S104 in which the intermediate server sends a feedback message to the background server can be adopted to improve the speed and reliability of sending and receiving messages between the intermediate server and the communication platform.

[0112] S112: The communication platform receives the reply message sent by the intermediate server, and displays the reply message to the first user.

[0113] Similarly, the communication platform can determine the feedback message corresponding to the reply message based on the identifier carried by the received reply message, and then determine the first user who sent the feedback message, so as to send the corresponding reply message to the first user to complete the reply to the user's feedback.

[0114] Afterwards, the aforementioned steps S100 to S112 are a round of feedback and reply processes performed by the message processing system provided in this specification. Through one or more rounds of processes, the second user can solve the problems encountered by the first user when using the application software. In addition, since in the above process, the intermediate server is responsible for aggregating feedback messages from different communication platforms and distributing reply messages to different communication platforms, the second user does not need to frequently switch between multiple communication platforms, which improves the response speed of feedback and reduces the complexity of the business.

[0115] In the message processing method provided in this specification, the communication platform sends the feedback message input by the first user to the intermediate server, the intermediate server determines the target type of the feedback message, sends the feedback message and the target type to the background server, the background server determines the second user according to the target type, displays the feedback message to the second user, and determines the reply message, the background server returns the reply message to the intermediate server, the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user. Through the above scheme, the intermediate server is responsible for aggregating feedback messages from different communication platforms and distributing reply messages to different communication platforms, without the need for the second user to frequently switch between multiple communication platforms, reducing the complexity of message replies, improving response speed, and reducing labor costs.

[0116] In one or more embodiments of this specification, Figure 3 In step S102, when the intermediate server receives the feedback message sent by the communication platform, it can determine the target type of the feedback message so as to perform targeted processing on the feedback message based on the target type. The target type of the feedback message can be determined by the following implementation methods: Figure 4 As shown:

[0117] S200: Determine application information of the application software to which the feedback message belongs, and the message type corresponding to the feedback message.

[0118] Specifically, the application information of multiple application software may be pre-stored in the intermediate server, and then, in response to the feedback message, the application software to which the feedback message belongs is extracted from the feedback message, and the application information of the application software to which the feedback message belongs is searched from the application information of multiple application software pre-stored in the intermediate server. The application information of the application software to which the feedback message belongs may include information such as the application name, application version, operating system type supported by the application, minimum hardware configuration required for the application to run, and language type supported by the application.

[0119] The message type corresponding to the feedback message may refer to the form of the message contained in the feedback message used to describe the problems existing in the application software during use, which may include one or more types of text, audio, video, and image. In addition, according to the actual application scenario, the message type corresponding to the feedback message may also include the type of problem reflected in the feedback message obtained based on keyword matching, such as one or more of the following types: function abnormality type, performance problem type, payment problem type, account problem type, permission problem type, update problem type, and multi-language support problem type. The specific implementation method for determining the type of problem reflected in the feedback message based on keyword matching refers to the aforementioned step S102 and will not be repeated here.

[0120] In summary, the message type corresponding to the feedback message may include the expression form of the feedback message and / or the specific type of the problem reflected by the feedback message.

[0121] S202: Acquire user information of the first user who inputs the feedback message.

[0122] The user information of the first user who inputs feedback information may include the user's basic identity information, contact information, account information of the user using the application software, in-application payment information (such as transaction records, payment methods, cumulative consumption amounts, most recent consumption amount, etc.), user behavior data on the use of the application software, user evaluation of the application software, the type and model of the terminal device used by the user to use the application software, etc.

[0123] In this specification, the intermediate server can search for the user information of the first user who inputs the feedback message from the user information pre-stored in the intermediate server based on the user identifier of the first user carried in the feedback message, or it can generate a user information query request based on the user identifier of the first user carried in the feedback message, and send the user information query request to other servers that store user information, so that other servers can respond to the user information query request and feed back the user information of the first user who inputs the feedback message to the intermediate server.

[0124] S204: Determine the priority of the feedback message according to the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message, and the user information.

[0125] By integrating the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message and the user information, the severity of the problem reflected by the feedback message, the user's value and the urgency of the problem can be determined according to certain rules.

[0126] The severity of the problem may be related to whether the scope of the application software affected by the problem is wide. The wider the scope of the problem, the more verified the problem is, and the higher the priority of the problem is. In other words, the problem that causes a large area of ​​application software to be unusable has a higher priority.

[0127] The urgency of the problem may be related to problems that the first user cannot directly solve, such as data loss caused by application software anomalies (such as game level rollback) and payment problems (such as recharge failure).

[0128] The value of a user reflects the quality of the problems reflected in the user's feedback message. The higher the value of the user to the application software (or the developer of the application software), the higher the priority of the feedback problem will be. In this specification, the cumulative consumption amount of the user can reflect the support and investment provided by the user to the application software, so as to provide a faster feedback response for paying users. For example, VIP users or users who have subscribed to premium services may enjoy priority support services. The behavioral data of users using the application software can reflect the user's activeness and retention rate of the application software. Users who frequently use the application software and users who use the application software for a long time may have a deeper understanding of the services provided by the application software. The feedback messages of such users can often point out deeper problems with the application software. Therefore, the indicators used to reflect the user's value can be determined by the cumulative consumption amount of the user and the behavioral data of the user using the application software, and the priority of the feedback message can be determined by the indicator used to reflect the user's value.

[0129] Based on this, the severity index and urgency index used to characterize the problem reflected in the feedback message can be determined according to the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message, and the user information, and the user's value index can be determined. The weight corresponding to the severity index of the problem, the weight corresponding to the urgency index of the problem, and the weight corresponding to the user's value index are determined respectively, and the severity index, urgency index and user's value index of the problem are weighted according to the corresponding weights to determine the priority of the feedback message. Among them, the weight corresponding to the severity index of the problem, the weight corresponding to the urgency index of the problem and the weight corresponding to the user's value index can be the same or different, and can be a preset fixed value or a variable value adjusted according to the specific application scenario, which is not limited in this specification. The following is an optional implementation method for determining the priority of the feedback message:

[0130] p i =α serious I i serious +α urgency I i urgency +α user I i user

[0131] Among them, p i Indicates the priority of feedback message i, I i serious Indicates the severity of the problem reflected by the feedback message, α serious is the corresponding weight, I i urgency Indicates the urgency index of the problem reflected by the feedback message, α urgency is the corresponding weight, I i user Represents the user value indicator of the first user who sends the feedback message, α user is the corresponding weight.

[0132] S206: Determine a target type of the feedback message according to the priority and the communication platform that sends the feedback message.

[0133] Afterwards, the target type of the feedback message can be used to indicate the problem that the application software reflected by the feedback message has in use, and to indicate the urgency of the problem. In addition, different communication platforms can indicate the first user's attitude towards the problem that occurs in the application software. For example, a feedback message sent using a communication platform that provides instant messaging services may mean that the first user is very anxious to deal with the problem reflected by the feedback message, while a feedback message sent using a communication platform that provides non-instant messaging services may mean that the first user has a greater tolerance for the response speed of dealing with the problem reflected by the feedback message. Therefore, the correspondence between different communication platforms and different indicators can be pre-stored in the intermediate server, and the indicator corresponding to the communication platform that sent the feedback message can be found in the correspondence.

[0134] Afterwards, according to the priority of the feedback message determined in step S204 and the index corresponding to the communication platform that sent the feedback message, the target type of the feedback message is comprehensively determined.

[0135] In one or more embodiments of this specification, Figure 3 In step S104, the intermediate server sends the feedback message and the target type to the background server. The intermediate server can use a message queue (MQ) mechanism to manage the feedback messages from various communication platforms and manage how to send these feedback messages to the background server.

[0136] Specifically, the intermediate server can create a feedback message queue. For the feedback message queue, the producer of the message is the intermediate server, which continuously produces feedback messages to the feedback message queue. The consumer of the message is the backend server, and the messages in the feedback message queue are continuously sent to the backend server in sequence. Moreover, in the above process, the production and consumption of messages in the feedback message queue are asynchronous, that is, the intermediate server does not have to wait for a feedback message to be confirmed and sent to the backend server before receiving another feedback message and putting it into the feedback message queue.

[0137] The intermediate server can create multiple feedback message queues, each of which corresponds to at least one message type. By placing different types of feedback messages into different feedback message queues, the urgency of the feedback messages can be distinguished, and the purpose of processing urgent feedback messages first can be achieved, thereby improving the response speed to urgent feedback.

[0138] Based on this, in this manual, Figure 3 Step S104 shown can be implemented by the following implementations:

[0139] Step 1: According to the target type, determine, from various feedback message queues, a feedback message queue corresponding to the target type as a first designated queue.

[0140] In this specification, the same message type corresponds to the same feedback message queue, but a feedback message queue may include feedback messages of at least one message type.

[0141] Step 2: inserting the feedback message into the tail of the first designated queue.

[0142] For each first designated queue (or each feedback message queue), in order to ensure that the messages received first are processed first and the messages received later are processed later, the feedback messages can be placed in the first designated queue in the order in which they are received. Therefore, each time a feedback message is inserted, the feedback message can be inserted at the tail of the first designated queue to ensure that the feedback message at the head of the first designated queue can be extracted and sent first.

[0143] Step 3: Send the feedback message and the target type to the background server according to the order of the first designated queue in the feedback message queues and the order of the feedback message in the messages included in the first designated queue.

[0144] In this specification, different feedback message queues correspond to different priorities for message sending, and each feedback message queue is arranged in order from high to low priority. When there is a feedback message in a feedback message queue with a higher priority, the feedback message in the feedback message queue with a higher priority is sent first, and only when there is no feedback message in the feedback message queue with a higher priority, the feedback message in the feedback message queue with a lower priority is sent in order.

[0145] Based on this, first determine the ranking of the first designated queue in the feedback message queues, and traverse whether there are feedback messages to be sent in other feedback message queues with higher rankings than the first designated queue. If so, wait for the feedback messages in other feedback message queues with higher rankings than the first designated queue to be sent. If not, send the feedback messages in the first designated queue to the background server in sequence according to the arrangement order of the feedback messages in the first designated queue.

[0146] Correspondingly, in one or more embodiments of this specification, Figure 3 In step S110, the intermediate server forwards the reply message to the communication platform and may also use a message queue mechanism to manage the reply messages from the background server and manage how to send the reply messages to different communication platforms.

[0147] Specifically, the intermediate server can create a reply message queue. For the reply message queue, the producer of the message is the background server, which continuously produces reply messages to the reply message queue. The consumer of the message is the communication platform, and the messages in the reply message queue will be continuously sent to the communication platform in sequence. Moreover, in the above process, the production and consumption of messages in the reply message queue are asynchronous, that is, the intermediate server does not have to wait for a reply message to be confirmed and sent to the communication platform before receiving another reply message from the background server and putting it into the reply message queue.

[0148] The intermediate server can create multiple reply message queues, and different reply message queues correspond to different message priorities or to different communication platforms. Putting reply messages of different priorities into different reply message queues can distinguish the urgency of the reply messages and improve the response speed to urgent feedback. On the other hand, putting reply messages corresponding to different communication platforms into different reply message queues can distinguish the reply messages connected to different communication platforms, and return the reply messages to the first user through the interface of the corresponding communication platform, thereby improving the accuracy of the reply to the first user.

[0149] Based on this, in this manual, Figure 3 The step S110 shown can be implemented by the following implementations:

[0150] The first step: obtaining a target type of a feedback message corresponding to the reply message, and determining a priority of the reply message and a designated communication platform corresponding to the reply message according to the target type.

[0151] In this specification, the priority of sending a reply message to the corresponding communication platform depends on the urgency of the problem reflected in the feedback message corresponding to the reply message. Therefore, the target type of the feedback message corresponding to the reply message is obtained, and the priority of the reply message is determined based on the obtained target type. At the same time, the designated communication platform corresponding to the reply message is determined to determine the urgency of returning the reply message to the communication platform and to which communication platform to return it, so as to achieve the purpose of dynamically adjusting the response speed and accurately reply the reply message to the first user at the same time.

[0152] Step 2: According to the priority of the reply message, determine the reply message queue to which the reply message belongs from the reply message queues corresponding to the designated communication platform as the second designated queue.

[0153] In this specification, in order to improve the accuracy of replies, the same reply message queue can correspond to the same communication platform, and one communication platform can correspond to multiple reply message queues. At the same time, in order to improve the reply speed of urgent feedback messages, in this specification, different reply message queues can correspond to different message sending priorities. Therefore, multiple reply message queues corresponding to the same communication platform can be sorted according to different message sending priorities, such as sorting from high to low priority. In this way, reply messages in reply message queues with higher priorities are sent first, and are only sent to the communication platform corresponding to the reply message queue, which ensures the accuracy of the reply and improves the reply speed.

[0154] Step 2: Insert the reply message into the tail of the second designated queue.

[0155] Similarly, in order to ensure that the reply message received first is processed first and the reply message received later is processed later, the reply messages can be placed in the determined second designated queue in the order in which the intermediate server receives the reply messages. Therefore, each time a reply message is inserted, the recovery message can be inserted at the end of the second designated queue to ensure that the reply message at the head of the second designated queue can be extracted and sent first.

[0156] Step 4: according to the order of the second designated queue in the reply message queues corresponding to the designated communication platform and the order of the reply message in the messages contained in the second designated queue, send the reply message to the communication platform corresponding to the reply message.

[0157] In this specification, for multiple reply message queues corresponding to the same communication platform, different reply message queues correspond to different message sending priorities, and each reply message queue can be arranged in order from high to low priority. When there is a reply message in a reply message queue with a higher priority, the reply message in the reply message queue with a higher priority is sent first, and only when there is no reply message in the reply message queue with a higher priority, the reply message in the reply message queue with a lower priority is sent in order.

[0158] Based on this, first determine the ranking of the second designated queue in the reply message queues corresponding to the designated communication platform, and traverse whether there are reply messages to be sent in other reply message queues with higher rankings than the second designated queue. If so, wait for the reply messages in other reply message queues with higher rankings than the second designated queue to be sent. If not, send the reply messages in the second designated queue to the corresponding communication platform in sequence according to the arrangement order of the reply messages in the second designated queue.

[0159] In one or more embodiments of this specification, Figure 3In step S106, after receiving the feedback message and the target type, the backend server determines the second user who processes the feedback message according to the target type, and displays the feedback message to the determined second user. The specific implementation method of determining the second user can refer to the following implementation:

[0160] First, a reference type corresponding to each second user is obtained, where the reference type is used to characterize at least one type corresponding to a message processed by the second user.

[0161] In actual applications, multiple second users may be configured to process and reply to feedback messages from different first users, different communication platforms, and belonging to different application software through the background server.

[0162] In this specification, the type of feedback message that the second user can process is used as a reference type corresponding to the second user. A reference type corresponding to the second user may include one or more types of feedback messages that the second user can process and reply to.

[0163] In practice, the types of feedback messages that different second users can process may be the same or different. For example, a second user may process and reply to feedback messages of the application software's functional abnormality type, while another second user may process and reply to feedback messages of the application software's payment problem type. Of course, since the second user may process one or more types of feedback messages, there may be overlaps in the reference types corresponding to different second users. For example, the reference types of a second user are functional abnormality type and performance problem type, while the reference types of another second user are performance problem type and payment problem type. It can be seen that the reference types corresponding to the two second users actually overlap in "performance problem type", that is, both second users can process and reply to feedback messages of the performance problem type.

[0164] Afterwards, the second user corresponding to the feedback message is determined according to the reference type and the target type respectively corresponding to each of the second users.

[0165] Specifically, the target type is matched with the reference type corresponding to each second user, and one or more message types contained in the reference type include or hit the second user of the target type as the second user to process the feedback message. If the reference type that matches multiple second users includes the target type, a second user can be randomly selected from the multiple matched second users as the second user to process the feedback message, or the loads corresponding to the multiple matched second users (i.e., the number of feedback messages that need to be processed by the second user but have not yet been processed) are obtained, and the second user with the smallest load is selected as the second user to process the feedback message. The specific selection method can be determined according to the actual application scenario, and this specification does not limit this.

[0166] In an optional embodiment of this specification, Figure 3 In step S106, when displaying the feedback message to the determined second user, the backend server can improve the efficiency of the second user replying to the feedback message by displaying a designed and optimized display interface to the second user. The specific scheme is as follows:

[0167] The first step: displaying a display interface, on which at least a first area, a second area and a typing bar are displayed.

[0168] like Figure 5 The figure shows a schematic diagram of an optional display interface provided in the present specification, in which the display interface 500 includes at least a first area 502 , a second area 504 and a typing bar 506 .

[0169] Optionally, the display interface 500 may further include a third area 508, in which the feedback messages replied by the second user and the feedback messages not replied to may be displayed. However, since the text contained in the feedback message is usually long and may also include images, audio and other contents that cannot be simply displayed, the brief information of the user who sent the feedback message, such as the user ID, may be displayed in the third area 508, so as to display the feedback message that the second user needs to process. Figure 5As shown, in the third area 508, the dotted line box indicates that the second user has replied to the corresponding feedback message, the thick solid line box indicates that the second user is replying to the corresponding feedback message, and the thin solid line box indicates that the feedback message has not been processed. Thus, the dotted line box marked with "user012" displayed in the third area 508 indicates that the second user has replied to the feedback message input by the first user with the user identifier "user012", the thick solid line box marked with "user123" indicates that the second user is replying to the feedback message input by the first user with the user identifier "user234", and the thin solid line box marked with "user234" indicates that the second user has not yet replied to the feedback message input by the first user with the user identifier "user234".

[0170] Step 2: Display the feedback message in the first area, and display the user information of the first user corresponding to the feedback message and the application information of the application software to which the feedback message belongs in the second area.

[0171] The first area 502 is used to display the feedback message assigned to the second user, and the feedback message may include one or more of text, image, audio, and video. The second area 504 is used to display the user information of the first user corresponding to the feedback message, and the application information of the application software to which the feedback message belongs, such as Figure 5 As shown, the user information corresponding to the first user who inputs the feedback message is displayed in the second area 504, including the user ID user123, and the type of terminal device used by the first user to use the application software is iOS. In addition, the application information of the application software to which the feedback message belongs is also displayed in the second area 504, including the application name ABCD and the application version 1.2.3.

[0172] Step 3: In response to the input of the second user in the typing field, determining a reply message input by the second user according to the feedback message, wherein the reply message includes at least one of text, audio, and image.

[0173] Optionally, the input bar 506 further includes a function area 510, in which a plurality of function controls may be displayed, each function control corresponding to a different function. Figure 5The functional area 510 shown includes three functional controls, namely, an expression control, a translation control, and a file sending control. The expression control can be used to input a general expression or a specific expression corresponding to the application software to which the current feedback message belongs in response to the operation of the second user. The translation control can be used to translate the text input by the second user through the input bar 506 into a text of a specified language type in response to the operation of the second user, or translate the feedback message displayed in the first area 502 into a text of a specified language type in response to the operation of the second user. The file sending control can be used to obtain and send a file from a local or cloud in response to the operation of the second user.

[0174] The above is a message processing method provided by one or more embodiments of this specification. Based on the same idea, this specification also provides a corresponding message processing device, such as Figure 6 , Figure 7 and Figure 8 shown.

[0175] Figure 6 This is a schematic diagram of a message processing device provided in this specification, the device is applied to an intermediate server, and the device specifically includes:

[0176] The target type determination module 600 is used to receive a feedback message sent by the communication platform and determine the target type of the feedback message; the feedback message is sent by the communication platform in response to the input of the first user;

[0177] A feedback message sending module 602, configured to send the feedback message and the target type to a backend server;

[0178] A reply message receiving module 604 is used for the reply message sent by the background server; wherein the reply message is determined by the background server according to the target type to the second user corresponding to the feedback message, and the feedback message is displayed to the second user, and the second user inputs the reply message according to the feedback message;

[0179] The reply message forwarding module 606 is used to forward the reply message to the communication platform, so that the communication platform displays the reply message to the first user.

[0180] Optionally, the target type determination module 600 is specifically used to determine the application information of the application software to which the feedback message belongs, and the message type corresponding to the feedback message; obtain the user information of the first user who inputs the feedback message; determine the priority of the feedback message based on the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message, and the user information; determine the target type of the feedback message based on the priority and the communication platform that sends the feedback message.

[0181] Optionally, the feedback message sending module 602 is specifically used to, according to the target type, determine, from each feedback message queue, a feedback message queue corresponding to the target type as the first designated queue; insert the feedback message into the tail of the first designated queue; and send the feedback message and the target type to the background server according to the order of the first designated queue in each feedback message queue and the order of the feedback message in each message contained in the first designated queue.

[0182] Optionally, the reply message forwarding module 606 is specifically used to obtain a target type of a feedback message corresponding to the reply message, determine the priority of the reply message and the designated communication platform corresponding to the reply message according to the target type; determine, according to the priority of the reply message, the reply message queue to which the reply message belongs from the reply message queues corresponding to the designated communication platform as the second designated queue; insert the reply message into the tail of the second designated queue; and send the reply message to the communication platform corresponding to the reply message according to the order of the second designated queue in the reply message queues corresponding to the designated communication platform and the order of the reply message in the messages contained in the second designated queue.

[0183] Figure 7 This is a schematic diagram of a message processing device provided in this specification, the device is applied to a background server, and the device specifically includes:

[0184] A feedback message receiving module 700 is used to receive a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when the intermediate server receives the feedback message sent by the communication platform, and the target type of the feedback message is determined by the intermediate server;

[0185] A second user determination module 702, configured to determine a second user corresponding to the feedback message according to the target type;

[0186] A reply message determination module 704, configured to display the feedback message to the second user and determine a reply message input by the second user according to the feedback message;

[0187] The reply message sending module 706 is used to send the reply message to the intermediate server, so that the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user.

[0188] Optionally, the second user determination module 702 is specifically used to obtain a reference type corresponding to each second user, where the reference type is used to characterize at least one type corresponding to the message processed by the second user; and determine the second user corresponding to the feedback message based on the reference type corresponding to each second user and the target type.

[0189] Optionally, the reply message determination module 704 is specifically used to display a display interface, displaying at least a first area, a second area and a typing bar on the display interface; displaying the feedback message in the first area, and displaying user information of the first user corresponding to the feedback message and application information of the application software to which the feedback message belongs in the second area; and determining a reply message input by the second user based on the feedback message in response to the input of the second user in the typing bar, the reply message including at least one of text, audio and image.

[0190] Figure 8 This is a schematic diagram of a message processing device provided in this specification, the device is applied to a communication platform, and the device specifically includes:

[0191] A feedback message determination module 800 is configured to send a feedback message to an intermediate server in response to an input of a first user, so that the intermediate server determines a target type of the feedback message, and sends the feedback message and the target type to a backend server, so that the backend server determines a second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, determines a reply message input by the second user according to the feedback message, and sends the reply message to the intermediate server, so that the intermediate server forwards the reply message;

[0192] The reply message display module 802 is used to receive the reply message sent by the intermediate server and display the reply message to the first user.

[0193] This specification also provides a computer-readable storage medium, which stores a computer program, which can be used to execute the above Figure 3 The message processing method shown.

[0194] This manual also provides Fig. 9 The schematic structure diagram of the electronic device shown in FIG. Fig. 9 As mentioned above, at the hardware level, the electronic device includes a processor, an internal bus, a network interface, a memory, and a non-volatile memory, and may also include other hardware required for the business. The processor reads the corresponding computer program from the non-volatile memory into the memory and then runs it to achieve the above Figure 3Of course, in addition to the software implementation, this specification does not exclude other implementations, such as logic devices or a combination of software and hardware, etc., that is, the execution subject of the following processing flow is not limited to each logic unit, but can also be hardware or logic devices.

[0195] In the 1990s, improvements to a technology could be clearly distinguished as hardware improvements (for example, improvements to the circuit structure of diodes, transistors, switches, etc.) or software improvements (improvements to the method flow). However, with the development of technology, many improvements to the method flow today can be regarded as direct improvements to the hardware circuit structure. Designers almost always obtain the corresponding hardware circuit structure by programming the improved method flow into the hardware circuit. Therefore, it cannot be said that an improvement in a method flow cannot be implemented using a hardware entity module. For example, a programmable logic device (PLD) (such as a field programmable gate array (FPGA)) is such an integrated circuit whose logical function is determined by the user's programming of the device. Designers can "integrate" a digital system on a PLD by programming it themselves, without having to ask a chip manufacturer to design and produce a dedicated integrated circuit chip. Moreover, nowadays, instead of manually making integrated circuit chips, this kind of programming is mostly implemented by "logic compiler" software, which is similar to the software compiler used when developing and writing programs, and the original code before compilation must also be written in a specific programming language, which is called hardware description language (HDL). There is not only one HDL, but many kinds, such as ABEL (Advanced Boolean Expression Language), AHDL (Altera Hardware Description Language), Confluence, CUPL (Cornell University Programming Language), HDCal, JHDL (Java Hardware Description Language), Lava, Lola, MyHDL, PALASM, RHDL (Ruby Hardware Description Language), etc. The most commonly used ones are VHDL (Very-High-Speed ​​Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art should also know that it is only necessary to program the method flow slightly in the above-mentioned hardware description languages ​​and program it into the integrated circuit, and then it is easy to obtain the hardware circuit that implements the logic method flow.

[0196] The controller can be implemented in any appropriate manner, for example, the controller can take the form of a microprocessor or processor and a computer-readable medium storing a computer-readable program code (such as software or firmware) that can be executed by the (micro)processor, a logic gate, a switch, an application-specific integrated circuit (ASIC), a programmable logic controller, and an embedded microcontroller. Examples of controllers include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320. The memory controller can also be implemented as part of the control logic of the memory. Those skilled in the art also know that in addition to implementing the controller in a purely computer-readable program code manner, the controller can be implemented in the form of a logic gate, a switch, an application-specific integrated circuit, a programmable logic controller, and an embedded microcontroller by logically programming the method steps. Therefore, this controller can be considered as a hardware component, and the devices included therein for implementing various functions can also be regarded as structures within the hardware component. Or even, the devices for implementing various functions can be regarded as both software modules for implementing the method and structures within the hardware component.

[0197] The systems, devices, modules or units described in the above embodiments may be implemented by computer chips or entities, or by products with certain functions. A typical implementation device is a computer. Specifically, the computer may be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

[0198] For the convenience of description, the above device is described by dividing it into various units according to its functions. Of course, when implementing this specification, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0199] Those skilled in the art will appreciate that the embodiments of this specification may be provided as methods, systems, or computer program products. Therefore, this specification may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that contain computer-usable program code.

[0200] This specification is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of this specification. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0201] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture including an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0202] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process in the computer or other programmable device. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0203] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0204] The memory may include non-permanent storage in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. The memory is an example of a computer-readable medium.

[0205] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. 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 technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0206] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, commodity or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, commodity or device. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, commodity or device including the elements.

[0207] Those skilled in the art will appreciate that the embodiments of this specification may be provided as methods, systems or computer program products. Therefore, this specification may take the form of a complete hardware embodiment, a complete software embodiment or an embodiment combining software and hardware. Moreover, this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0208] This specification may be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform specific tasks or implement specific abstract data types. This specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices connected through a communication network. In a distributed computing environment, program modules may be located in local and remote computer storage media, including storage devices.

[0209] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0210] The above description is only an embodiment of the present specification and is not intended to limit the present specification. For those skilled in the art, the present specification may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present specification shall be included in the scope of the claims of the present specification.

Claims

1. A message processing system, characterized in that: The system includes an intermediate server, a backend server and a plurality of different communication platforms; The communication platform is used to send a feedback message to the intermediate server in response to the input of the first user; receive a reply message sent by the intermediate server, and display the reply message to the first user; The intermediate server is used to receive the feedback message sent by the communication platform and determine the target type of the feedback message; Sending the feedback message and the target type to the backend server; Receive a reply message sent by the backend server, and forward the reply message to the communication platform; The background server is used to receive the feedback message and the target type, determine the second user corresponding to the feedback message according to the target type, display the feedback message to the second user, and determine the reply message input by the second user according to the feedback message; and send the reply message to the intermediate server.

2. A message processing method, characterized in that: The method is applied to an intermediate server, and the method comprises: receiving a feedback message sent by a communication platform, and determining a target type of the feedback message; the feedback message is sent by the communication platform in response to an input of a first user; Sending the feedback message and the target type to a backend server; receiving a reply message sent by the backend server; wherein the reply message is determined by the backend server according to the target type to indicate the second user corresponding to the feedback message, and the feedback message is displayed to the second user, and the second user inputs the message according to the feedback message; The reply message is forwarded to the communication platform, so that the communication platform displays the reply message to the first user.

3. The method according to claim 2, characterized in that The determining the target type of the feedback message specifically includes: Determine application information of the application software to which the feedback message belongs, and a message type corresponding to the feedback message; Acquire user information of a first user who inputs the feedback message; Determine the priority of the feedback message according to the application information of the application software to which the feedback message belongs, the message type corresponding to the feedback message, and the user information; A target type of the feedback message is determined according to the priority and a communication platform that sends the feedback message.

4. The method according to claim 2, characterized in that The sending the feedback message and the target type to the background server specifically includes: According to the target type, determining, from each feedback message queue, a feedback message queue corresponding to the target type as a first designated queue; Inserting the feedback message into the tail of the first designated queue; The feedback message and the target type are sent to the background server according to the order of the first designated queue in the feedback message queues and the order of the feedback message in the messages included in the first designated queue.

5. The method according to claim 2, characterized in that The forwarding the reply message to the communication platform specifically includes: Acquire a target type of a feedback message corresponding to the reply message, and determine a priority of the reply message and a designated communication platform corresponding to the reply message according to the target type; According to the priority of the reply message, determining the reply message queue to which the reply message belongs as the second designated queue from the reply message queues corresponding to the designated communication platform; Inserting the reply message into the tail of the second designated queue; According to the order of the second designated queue in the reply message queues corresponding to the designated communication platform and the order of the reply message in the messages contained in the second designated queue, the reply message is sent to the communication platform corresponding to the reply message.

6. A message processing method, characterized in that: The method is applied to a backend server, and the method comprises: Receiving a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when the intermediate server receives the feedback message sent by the communication platform, and the target type of the feedback message is determined by the intermediate server; Determining a second user corresponding to the feedback message according to the target type; Displaying the feedback message to the second user, and determining a reply message input by the second user according to the feedback message; The reply message is sent to the intermediate server, so that the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user.

7. The method according to claim 6, characterized in that The determining, according to the target type, a second user corresponding to the feedback message specifically includes: Acquire a reference type corresponding to each second user, where the reference type is used to characterize at least one type corresponding to a message processed by the second user; The second user corresponding to the feedback message is determined according to the reference types and the target type respectively corresponding to the second users.

8. The method according to claim 6, characterized in that The displaying the feedback message to the second user and determining a reply message input by the second user according to the feedback message specifically includes: Displaying a display interface, displaying at least a first area, a second area, and a typing bar on the display interface; Displaying the feedback message in the first area, and displaying user information of a first user corresponding to the feedback message and application information of application software to which the feedback message belongs in the second area; In response to the input of the second user in the input field, a reply message input by the second user according to the feedback message is determined, and the reply message includes at least one of text, audio, and image.

9. A message processing method, characterized in that: The method is applied to a communication platform, and the method comprises: In response to the input of the first user, the feedback message is sent to the intermediate server so that the intermediate server determines the target type of the feedback message, and the feedback message and the target type are sent to the backend server so that the backend server determines the second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, determines the reply message input by the second user according to the feedback message, and sends the reply message to the intermediate server so that the intermediate server forwards the reply message; A reply message sent by the intermediate server is received, and the reply message is displayed to the first user.

10. A message processing device, characterized in that: The device is applied to an intermediate server, and the device includes: a target type determination module, configured to receive a feedback message sent by a communication platform and determine a target type of the feedback message; the feedback message is sent by the communication platform in response to an input of a first user; A feedback message sending module, used to send the feedback message and the target type to a backend server; A reply message receiving module, used for the reply message sent by the backend server; wherein the reply message is determined by the backend server according to the target type to the second user corresponding to the feedback message, and the feedback message is displayed to the second user, and the second user inputs the reply message according to the feedback message; The reply message forwarding module is used to forward the reply message to the communication platform so that the communication platform displays the reply message to the first user.

11. A message processing device, characterized in that: The device is applied to a background server, and the device comprises: A feedback message receiving module, used to receive a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when the intermediate server receives the feedback message sent by the communication platform, and the target type of the feedback message is determined by the intermediate server; A second user determination module, configured to determine a second user corresponding to the feedback message according to the target type; a reply message determination module, configured to display the feedback message to the second user and determine a reply message input by the second user according to the feedback message; The reply message sending module is used to send the reply message to the intermediate server, so that the intermediate server forwards the reply message to the communication platform, and the communication platform displays the reply message to the first user.

12. A message processing device, characterized in that: The device is applied to a communication platform, and comprises: a feedback message determination module, configured to send the feedback message to an intermediate server in response to an input of the first user, so that the intermediate server determines a target type of the feedback message, and send the feedback message and the target type to a backend server, so that the backend server determines a second user corresponding to the feedback message according to the target type, displays the feedback message to the second user, determines a reply message input by the second user according to the feedback message, and sends the reply message to the intermediate server, so that the intermediate server forwards the reply message; The reply message display module is used to receive the reply message sent by the intermediate server and display the reply message to the first user.

13. A computer-readable storage medium, characterized in that: The storage medium stores a computer program, and when the computer program is executed by a processor, the method according to any one of claims 2 to 9 is implemented.

14. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the program, the method according to any one of claims 2 to 9 is implemented.

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