A message processing system and method

Abstract

The present specification 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, sends the feedback message and the target type to a background server, the background server determines a second user according to the target type, displays the feedback message to the second user, and determines a reply message, the background server returns the reply message to the intermediate server, 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 undertakes the aggregation of feedback messages from different communication platforms, and distributes the reply message to different communication platforms, without the second user frequently switching between multiple communication platforms, reducing the complexity of message reply, improving the response speed, and reducing the labor cost.

Description

TECHNICAL FIELD

[0001] The present specification relates to the technical field of computer, and particularly relates to a message processing system and method. BACKGROUND

[0002] With the rapid development of computer technology, more and more application software with different functions appear on the market, providing various services for users. In the process of application software serving users, users may send feedback messages to customer service personnel who provide answering and feedback services due to application software itself abnormality or users' own doubts about the use of application software, and the customer service personnel solves the problems encountered by users in using the application software through communication with the users.

[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 personnel of the application software, and the customer service personnel sends reply messages to the users through the communication platform used by the feedback message to solve the problems of the users.

[0004] In order to deal with the feedback messages of users sent from different communication platforms, generally, a single customer service personnel can maintain feedback messages sent through multiple communication platforms at the same time, but in this scheme, the customer service personnel needs to frequently switch between multiple communication platforms, and the management complexity is high, which cannot quickly respond to the needs of users. Different customer service personnel can be configured for each communication platform, but this scheme needs more customer service personnel, which increases the cost of human resources.

[0005] Therefore, the present specification provides a message processing system. SUMMARY

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

[0007] The present specification adopts the following technical scheme:

[0008] The present specification provides a message processing system, which comprises an intermediate server, a background server and a plurality of different communication platforms;

[0009] The communication platform is configured to send a feedback message to the intermediate server in response to the input of a 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 configured 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 background server, receive the reply message sent by the background server, and forward the reply message to the communication platform.

[0011] The background server is configured for receiving the feedback message and the target type, determining a second user corresponding to the feedback message according to the target type, presenting the feedback message to the second user, and determining a reply message input by the second user according to the feedback message; and sending the reply message to the intermediate server.

[0012] The present specification provides a message processing method, which is applied to an intermediate server, and the method comprises:

[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 background server;

[0015] receiving a reply message sent by the background server; wherein the reply message is input by a second user according to the feedback message, by the background server presenting the feedback message to the second user according to the target type of the feedback message;

[0016] forwarding the reply message to the communication platform, so that the communication platform presents the reply message to the first user.

[0017] Optionally, the determination of the target type of the feedback message specifically comprises:

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

[0019] obtaining user information of the first user inputting the feedback message;

[0020] determining a 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] determining the target type of the feedback message according to the priority and a communication platform sending the feedback message.

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

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

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

[0025] According to the order of the first designated queue in the feedback message queues and the order of the feedback message in the first designated queue containing messages, the feedback message and the target type are sent to the background server.

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

[0027] The target type of the feedback message corresponding to the reply message is obtained, and the priority of the reply message and the designated communication platform corresponding to the reply message are determined according to the target type;

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

[0029] The reply message is inserted 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 second designated queue containing messages, the reply message is sent to the communication platform corresponding to the reply message.

[0031] The present specification provides a message processing method, the method is applied to a background server, and the method includes:

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

[0033] The second user corresponding to the feedback message is determined according to the target type;

[0034] The feedback message is displayed to the second user, and a reply message input by the second user according to the feedback message is determined;

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

[0036] Optionally, the second user corresponding to the feedback message is determined according to the target type, specifically including:

[0037] The reference type corresponding to each second user is obtained, and the reference type is used to represent at least one type corresponding to the message processed by the second user;

[0038] According to the reference type corresponding to each second user and the target type, a second user corresponding to the feedback message is determined.

[0039] Optionally, the feedback message is displayed to the second user, and a reply message input by the second user according to the feedback message is determined, specifically including:

[0040] An exhibition interface is displayed, and at least a first area, a second area and a typing bar are displayed on the exhibition interface;

[0041] The feedback message is displayed in the first area, and user information of a first user corresponding to the feedback message and application information of an application software to which the feedback message belongs are displayed in the second area;

[0042] In response to an input of the second user in the typing bar, 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] The present specification provides a message processing method, the method is applied to a communication platform, and the method includes:

[0044] In response to an input of a first user, a feedback message is sent to an intermediate server, so that the intermediate server determines a target type of the feedback message, and sends the feedback message and the target type to a background server, so that the background 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;

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

[0046] The present specification provides a message processing device, the device is applied to an intermediate server, and the device includes:

[0047] A target type determination module is 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 is configured to send the feedback message and the target type to a background server;

[0049] The reply message receiving module is configured to receive a reply message sent by the background server, wherein the reply message is determined by the background server according to a second user corresponding to the feedback message based on the target type, and the feedback message is displayed to the second user and input by the second user according to the feedback message.

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

[0051] The present specification provides a message processing device, which is applied to a background server, and the device comprises:

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

[0053] The second user determining module is configured to determine a second user corresponding to the feedback message according to the target type.

[0054] The reply message determining module is 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 configured to send the reply message to the intermediate server, so that the intermediate server forwards the reply message to a communication platform, and the communication platform displays the reply message to a first user.

[0056] The present specification provides a message processing device, which is applied to a communication platform, and the device comprises:

[0057] The feedback message determining module is configured to send a feedback message to an intermediate server in response to input by 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 background server, so that the background 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] The reply message display module is configured to receive a reply message sent by the intermediate server and display the reply message to the first user.

[0059] The specification provides a computer readable storage medium, the storage medium stores a computer program, the computer program is executed by a processor to realize the message processing method.

[0060] The specification provides an electronic device, comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor executes the program to realize the message processing method.

[0061] The above at least one technical solution adopted by the specification can achieve the following beneficial effects:

[0062] In the message processing system provided by the 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, so that the communication platform displays the reply message to the first user. Through the above scheme, the intermediate server undertakes the aggregation of feedback messages from different communication platforms, and distributes the reply message to different communication platforms, without the second user frequently switching between multiple communication platforms, reducing the complexity of message reply, improving the response speed, and reducing the labor cost. BRIEF DESCRIPTION OF DRAWINGS

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

[0064] Figure 1 It is a schematic diagram of the specification for feedback messages from multiple communication platforms;

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

[0066] Figure 3 It is a schematic diagram of the interaction flow of the message processing method in the specification;

[0067] Figure 4 It is a schematic diagram of the flow of the message processing method in the specification;

[0068] Figure 5 It is a schematic diagram of the display interface in the specification;

[0069] Figure 6 It is a schematic diagram of the message processing device provided by the specification;

[0070] Figure 7 A schematic diagram of a message processing device provided for the present specification;

[0071] Figure 8 A schematic diagram of a message processing device provided for the present specification;

[0072] Figure 9 A schematic diagram of an electronic device corresponding to Figure 3 provided for the present specification. DETAILED DESCRIPTION

[0073] For the purposes of the present specification, the technical solutions and advantages of the present specification will be more clearly described below by combining the embodiments of the present specification with the corresponding drawings. Obviously, the described embodiments are only some of the embodiments of the present specification, not all the embodiments. Based on the embodiments in the present specification, all other embodiments obtained by those of ordinary skill in the art without creative labor fall within the scope of protection of the present specification.

[0074] In addition, it should be noted that all actions of obtaining signals, information or data in the present specification are performed in compliance with the corresponding data protection regulations and policies of the place and with the authorization given by the corresponding device owner.

[0075] It should be noted that the features in the following embodiments and implementation manners can be combined with each other without conflict.

[0076] Figure 1 The two solutions for replying to feedback messages from multiple communication platforms are shown, the left figure shows that different second users are configured for different communication platforms, each second user only needs to process feedback messages from the corresponding communication platform, this solution has high labor cost, and when the scale of feedback messages sent by different communication platforms is different, it is easy to cause different processing loads of 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 frequently switch between different communication platforms, the management complexity is high, it is difficult to quickly respond to user's demand, and it is difficult to cope with high concurrency of feedback messages.

[0077] Based on this, the present specification provides a message processing system and method, which is borne by an intermediate server to aggregate feedback messages from different communication platforms, send feedback messages to a background server, receive reply messages sent by the background server, and distribute the reply messages to different communication platforms. The second user does not need to frequently switch between multiple communication platforms, which reduces the complexity of message reply, improves the response speed, and reduces the labor cost.

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

[0079] Figure 2 A schematic diagram of a message processing system provided by the present specification.

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

[0081] The background server can also be an independent physical server, or a server cluster or distributed system composed of a plurality of physical servers, or a cloud server providing cloud computing services. The background server is used to receive feedback messages, determine a second user who processes the feedback messages, and display the feedback messages to the corresponding second user. At the same time, the background 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 for the first user, or 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 smartphones, tablet computers, notebook computers, desktop computers, etc. configured with communication software matching the communication platform.

[0083] In the present specification, the communication platform, the intermediate server and the background server can send and receive messages through any type of existing communication medium, such as wired communication links or wireless communication links, including but not limited to Bluetooth, Wi-Fi, near field communication, cellular mobile communication network, which is not limited in the present specification.

[0084] Figure 3 An interaction flowchart of a message processing method provided by the present 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 the specification, the first user is the user of the application software, and the second user is the customer service personnel who provides the first user with the application software-related question answering and feedback service. The aforementioned application software can be any existing application software with functions, such as games, online shopping, map navigation, etc. The number of application software involved and the functions implemented are not limited in the specification.

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

[0088] In the face of the above situation, the first user can usually provide feedback messages to the second user through the communication platform, and the second user sends reply messages to the first user through the communication platform based on the problems related to the application software raised in the feedback messages. Through one or more rounds of feedback and reply communication process, the second user can solve the problems of the first user in using the application software, so as to maintain or even improve the willingness of the first user to continue using the application software.

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

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

[0091] When the first user has doubts about the use of the application software, the feedback message can be input by operating the terminal device installed with the communication software matched with the communication platform. The terminal device sends the feedback message to the communication platform in response to the user input, and the communication platform 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 the present specification can cope with the scenario of replying to feedback messages from multiple communication platforms, that is, in actual application scenarios, multiple communication platforms send feedback messages to the intermediate server at the same time or at different times, and in one or more embodiments of the present specification, only one communication platform is taken as an example to participate in the interactive process of the message processing method, and the interactive processes of other multiple communication platforms participating in message processing are similar, but are not described in detail.

[0093] The feedback message input by the first user can include one or more types of messages such as text, audio, video, and image, which are not limited in the present specification. The text in the feedback message can be a literal description of the problem input by the first user, and the picture or audio / video in the feedback message can be a screenshot or a recorded audio / video provided by the user to intuitively show the problem of the application software. Optionally, the feedback message can also include a log file, which can record the data of the user when the problem occurs in the use of the application software. The feedback message can be used to describe the abnormal problem of the application software in the process of use of the application software by the first user, or to describe the doubts of the first user on 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 the present specification, the intermediate server undertakes the functions of aggregating the feedback messages sent by each communication platform and delivering the feedback messages to the background server, and also undertakes the functions of 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, the feedback message will be classified and labeled first to determine the target type of the feedback message, so as to hand over the feedback message to the second user who processes the feedback problem of the target type for targeted processing and reply.

[0097] The target type of the feedback message can be used to indicate that the application software reflected by the feedback message has a problem in use, and indicate the urgency of the problem. The problem can be a technical problem of the application software itself, or a hindrance encountered by the user when using the application software. Based on this, in this specification, the target type of the feedback message can include one or more of the types of function exception type (such as crash, data loss), performance problem type (stuttering, heating), payment problem type (refund, charge not to account), account problem type (password reset, device binding), permission problem type, update problem type, multi-language support problem type, etc. Determining the target type of the feedback message can use one or more of keyword matching, machine learning model, and preset rules.

[0098] When determining the target type of the feedback message using the keyword matching scheme, the preset keywords can be determined, wherein each preset keyword is used to represent each use problem of the application software, and each preset keyword corresponds to each known application problem type, for example, the keyword “crash” can correspond to the function exception type, and the keyword “charge” can correspond to the payment problem type. In this specification, one preset keyword usually corresponds to one known application problem type, but one known application problem type can correspond to one or more preset keywords, for example, the payment problem type can correspond to the preset keywords “charge” and “refund”. Then, the description text describing the feedback message is extracted, the description text of the feedback message is matched with the preset keywords, each keyword hit by the description text of the feedback message is used as the keyword of the feedback message, and the target type of the feedback message is determined according to the keyword of the feedback message. For example, the preset keywords include: crash, loss, bug, mistaken deletion, payment, charge, and refund. Assuming that the description text of a feedback message is “I suddenly crashed when I bought virtual currency in the game. When I reopened the game application, I found that my game progress and previously charged virtual currency were lost, and I suspected that it was a bug because I had 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, the target type of the feedback message is determined to be the type of function exception of the application itself superimposed with the payment problem. In this way, the feedback message can be sent to the background server, and 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 the machine learning model is used to determine the target type of the feedback message, the message classification model can be trained in advance according to the sample message and the labeled type of the sample message by a supervised learning scheme, and the trained message classification model is deployed in the intermediate server or an interface for calling the trained message classification model is configured in the intermediate server. When the intermediate server receives the 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] The preset rule can be used to determine the target type of the feedback message. The preset rule can be used to extract various types of information contained in the feedback message, such as application information of an application to which the feedback message belongs, user information of a first user who sends the feedback message, a specific type (text, audio, image, etc.) of the feedback message, and information about a communication platform from which the feedback message is sent. The target type of the feedback message is determined based on the various types of information contained in the feedback message.

[0101] S104: The feedback message and the target type are sent 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 a second user suitable for processing the feedback message according to the target type, thereby improving the processing and reply speed of the feedback message.

[0103] In addition, when the intermediate server sends the feedback message and its target type to the background server, any existing message sending and receiving scheme can be used, such as message queue, distributed cache, database, event bus, asynchronous processing framework, and inter-microservice communication, to cope with possible high-concurrency scenarios and improve the speed and reliability of message sending and receiving between the intermediate server and the background server. The specific scheme used to implement message sending and receiving between the intermediate server and the background server can be determined according to the specific application scenario and business requirements, and the present specification does not limit this.

[0104] S106: The background 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 background server can match the feedback message with a second user according to the problem reflected by the target type of the feedback message and the urgency of the problem. In the specification, each second user corresponds to one or more reference types that can handle the problem, that is, according to the reference type corresponding to the second user, it can be determined that the second user has the ability to handle the problem reflected by the feedback message of the reference type. The reference types corresponding to different second users can be the same or different. By matching the target type of the feedback message with the reference type corresponding to each second user, the second user who has the ability to handle the feedback message is determined as the second user corresponding to the feedback message.

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

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

[0108] After obtaining the reply message corresponding to the feedback message, the background server can send the reply message to the intermediate server, and can also carry the identifier of the feedback message (especially the identifier of the communication platform sending the feedback message) in the reply message, so that the intermediate server determines the feedback message corresponding to the reply message received by itself, and accurately forwards 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] Further, the intermediate server receiving the reply message sent by the background server can determine the feedback message corresponding to the reply message according to the identifier carried by the reply message, and further determine which communication platform the reply message needs to be sent to, so as to be further sent to the corresponding first user. Of course, if the identifier carried by the reply message can directly indicate the communication platform, then the communication platform to which the reply message needs to be sent can be directly determined based on the identifier carried by the reply message, so as to be further sent to the corresponding first user.

[0111] In addition, in order to cope with the high concurrency application scenario, guarantee the reply message to be quickly and effectively forwarded by the intermediate server to the communication platform, the message sending and receiving scheme adopted in the step S104 that the intermediate server sends the feedback message to the background server can be used to improve the rapidity and reliability of the message sending and receiving 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 sends the feedback message, so as to send the corresponding reply message to the first user to complete the reply to the feedback of the user.

[0114] After the foregoing steps S100-S112, the process of one round of feedback and reply based on the message processing system provided in the specification, through one or more rounds of processes, the second user can solve the problem of the first user in using the application software. Moreover, in the above process, the intermediate server undertakes to aggregate the feedback messages from different communication platforms, and distributes the reply messages to different communication platforms, without the second user frequently switching between multiple communication platforms, which improves the response speed of the feedback and reduces the business complexity.

[0115] In the message processing method provided in the 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, 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 undertakes to aggregate the feedback messages from different communication platforms, and distributes the reply messages to different communication platforms, without the second user frequently switching between multiple communication platforms, which reduces the complexity of message reply, improves the response speed, and reduces the labor cost.

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

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

[0118] Specifically, the intermediate server can pre-store application information of a plurality of application software, and then, in response to the feedback message, extract the application software to which the feedback message belongs from the feedback message, and find the application information of the application software to which the feedback message belongs from the pre-stored application information of the plurality of application software. The application information of the application software to which the feedback message belongs can include application name, application version, supported operating system type, minimum hardware configuration required for application running, supported language type, and the like.

[0119] The message type corresponding to the feedback message can refer to the form of the message contained in the feedback message for describing the problem existing in the use of the application software, which can 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 can also include the type of the problem reflected by the feedback message based on keyword matching, such as one or more of the types of functional abnormality type, performance problem type, payment problem type, account problem type, permission problem type, update problem type, and multi-language support problem type. For specific implementation of determining the type of the problem reflected by the feedback message based on keyword matching, refer to the foregoing step S102, which will not be described here.

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

[0121] S202: obtain user information of a first user inputting the feedback message.

[0122] The user information of the first user inputting the feedback message can include 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 amount, and the last consumption amount), behavior data of the user using the application software, evaluation of the user on the application software, type and model of the terminal device used by the user to use the application software, and the like.

[0123] In this specification, the intermediate server can find the user information of the first user inputting the feedback message from the pre-stored user information in the intermediate server according to the user identifier of the first user carried in the feedback message, or generate a user information query request according to the user identifier of the first user carried in the feedback message, and send the user information query request to other servers storing user information, so that the other servers respond to the user information query request and feed back the user information of the first user inputting 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] According to certain rules, 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 can be used to determine the severity of the problem reflected by the feedback message, the value of the user, and the urgency of the problem.

[0126] The severity of the problem can be related to whether the scope of the problem of the application software is extensive. The more extensive the scope of the problem, the more serious the problem, and the higher the priority of the problem. That is, the priority of the problem that causes the application software to be unable to use in a large area is higher.

[0127] The urgency of the problem can be related to the data loss (such as game level rollback) and payment problems (such as non-arrival of recharge) caused by the abnormality of the application software, which cannot be directly solved by the first user.

[0128] The value of the user reflects the quality of the problem reflected by the feedback message of the user. 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. 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 faster feedback response for paying users, for example, VIP users or users subscribing to premium services may enjoy priority support services. The behavior data of the user using the application software can reflect the activity and retention rate of the user using the application software. Users who frequently use the application software and users who use the application software for a long time may have a more profound understanding of the services provided by the application software. Therefore, the feedback message of such users can often point out deeper problems of the application software. Therefore, the cumulative consumption amount of the user and the behavior data of the user using the application software can be used to determine an index reflecting the value of the user, and the priority of the feedback message can be determined by the index reflecting the value of the user.

[0129] Based on this, the severity index of the problem reflected by the feedback message, the urgency index of the problem reflected by the feedback message, and the value index of the user 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. 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 value index of the user are determined respectively, the severity index of the problem, the urgency index of the problem, and the value index of the user are weighted according to the corresponding weights, and the priority of the feedback message is 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 value index of the user can be the same or different, and can be a preset fixed value or a changed value adjusted according to a specific application scenario, which is not limited in the present specification. The following is an optional embodiment 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] wherein, p i represents the priority of the feedback message i, I i serious represents the severity index of the problem reflected by the feedback message, α serious is the corresponding weight, I i urgency represents the urgency index of the problem reflected by the feedback message, α urgency is the corresponding weight, I i user represents the value index of the first user sending the feedback message, α user is the corresponding weight.

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

[0133] Afterwards, the target type of the feedback message can be used to indicate that the application software reflected by the feedback message has a problem in use, and indicate the urgency of the problem. In addition, different communication platforms can indicate the attitude of the first user to the problem of the application software, for example, the feedback message sent by using the communication platform providing instant messaging service may represent that the first user is very anxious to handle the problem reflected by the feedback message, while the feedback message sent by using the communication platform providing non-instant messaging service may represent that the first user has a greater tolerance to the response speed of handling the problem reflected by the feedback message. Therefore, the corresponding relationship between different communication platforms and different indicators can be pre-stored in the intermediate server, and the indicator corresponding to the communication platform sending the feedback message can be found in the corresponding relationship.

[0134] Afterwards, the target type of the feedback message can be used to indicate that the application software reflected by the feedback message has a problem in use, and indicate the urgency of the problem. In addition, different communication platforms can indicate the attitude of the first user to the problem of the application software, for example, the feedback message sent by using the communication platform providing instant messaging service may represent that the first user is very anxious to handle the problem reflected by the feedback message, while the feedback message sent by using the communication platform providing non-instant messaging service may represent that the first user has a greater tolerance to the response speed of handling the problem reflected by the feedback message. Therefore, the corresponding relationship between different communication platforms and different indicators can be pre-stored in the intermediate server, and the indicator corresponding to the communication platform sending the feedback message can be found in the corresponding relationship.

[0135] In one or more embodiments of the present specification, Figure 3 In the step S104 shown, the intermediate server sends the feedback message and the target type to the background server. The intermediate server can use the mechanism of message queue (MQ) 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 into the feedback message queue. The consumer of the message is the background server, and the messages in the feedback message queue will be continuously sent to the background server in order. 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 to be sent to the background server before receiving another feedback message and putting it into the feedback message queue.

[0137] The intermediate server can create multiple feedback message queues, and each feedback message queue corresponds to at least one message type. Placing feedback messages of different types into different feedback message queues can distinguish the urgency of the feedback messages, achieve the purpose of prioritizing the processing of urgent feedback messages, and improve the response speed to urgent feedback.

[0138] Based on this, in the present specification, Figure 3 The step S104 shown can be implemented by using the following implementation manner:

[0139] First step: according to the target type, determining the feedback message queue corresponding to the target type from each feedback message queue as a first designated queue.

[0140] In the specification, one message type corresponds to one feedback message queue, but one feedback message queue can 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 of receiving the feedback messages, so that each time a feedback message is inserted, the feedback message can be inserted into the tail of the first designated queue to ensure that the feedback message at the head of the first designated queue can be extracted first for sending.

[0143] Step 3: sending 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 first designated queue.

[0144] In the specification, different feedback message queues correspond to different priorities of message sending, and the feedback message queues are arranged in order from high to low priority. When there is a feedback message in the 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, the order of the first designated queue in the feedback message queues is determined, and it is determined whether there is a feedback message to be sent in each feedback message queue with a higher order than the first designated queue. If there is, the feedback message in the feedback message queue with a higher order than the first designated queue is sent, and if there is not, the feedback messages in the first designated queue are sent to the background server in order according to the arrangement of the feedback messages in the first designated queue.

[0146] Correspondingly, in one or more embodiments of the specification, Figure 3 In step S110 shown, the intermediate server forwards the reply message to the communication platform. The reply message from the background server can also be managed by a message queue mechanism, and how to send the reply message to different communication platforms can also be managed.

[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 into the reply message queue. And the consumer of the message is the communication platform, the messages in the reply message queue will be continuously sent to the communication platform in order. And 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 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, different reply message queues correspond to different message priorities or correspond to different communication platforms. Placing reply messages of different priorities into different reply message queues can distinguish the urgency of the reply message and improve the reply speed of the urgent feedback. On the other hand, placing reply messages corresponding to different communication platforms into different reply message queues can distinguish the reply messages for different communication platforms, return the reply message to the first user through the interface of the responding communication platform, and improve the accuracy of the reply.

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

[0150] First step: obtaining the target type of the feedback message corresponding to the reply message, determining the priority of the reply message and the specified communication platform corresponding to the reply message according to the target type.

[0151] In this specification, the priority of sending the reply message to the corresponding communication platform depends on the urgency of the problem reflected by the feedback message corresponding to the reply message, therefore, obtaining the target type of the feedback message corresponding to the reply message, determining the priority of the reply message based on the obtained target type, and at the same time determining the specified communication platform corresponding to the reply message, to determine the urgency of returning the reply message to the communication platform, and to which communication platform to return, so as to achieve the purpose of dynamically adjusting the response speed, and at the same time accurately reply the reply message to the first user.

[0152] Second step: according to the priority of the reply message, determine the reply message queue to which the reply message belongs from each reply message queue corresponding to the specified communication platform as the second specified queue.

[0153] In the specification, in order to improve the accuracy of the reply, the same reply message queue can correspond to the same communication platform, and one communication platform can correspond to multiple reply message queues. Meanwhile, in order to improve the reply speed of the emergency feedback message, in the specification, different reply message queues can correspond to different message sending priorities, so that 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, the reply message in the reply message queue with high priority is sent preferentially, and only the communication platform corresponding to the reply message queue is sent, 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 specified 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 sequentially placed in the determined second specified queue according to the order in which the intermediate server receives the reply messages. Therefore, each time the reply message is inserted, the reply message can be inserted into the tail of the second specified queue to ensure that the reply message at the head of the second specified queue can be extracted and sent first.

[0156] Step 4: Send the reply message to the communication platform corresponding to the reply message according to the order of the second specified queue in each reply message queue corresponding to the specified communication platform and the order of the reply message in each message contained in the second specified queue.

[0157] In the 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 the reply message queue with high priority, the reply message in the reply message queue with high priority is sent preferentially, and only when there is no reply message in the reply message queue with high priority, the reply message in the reply message queue with low priority is sent in order.

[0158] Based on this, first, the order of the second specified queue in each reply message queue corresponding to the specified communication platform is determined, and it is determined whether there is a reply message to be sent in each reply message queue with a higher order than the second specified queue. If there is, wait for the reply message in the reply message queue with a higher order than the second specified queue to be sent, and if there is not, send each reply message in the second specified queue to the corresponding communication platform in order according to the arrangement order of the reply messages in the second specified queue.

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

[0160] First, the reference type corresponding to each second user is obtained, and the reference type is used to represent at least one type of the message processed by the second user.

[0161] In practical applications, a plurality of second users can be configured to process and reply to each feedback message from different first users, different communication platforms, and different application software through the background server.

[0162] In the present specification, the type of the feedback message that can be processed by the second user is the reference type corresponding to the second user, and the reference type corresponding to one second user can include one or more types of feedback messages that can be processed and replied by the second user.

[0163] In practice, the types of feedback messages that different second users can process can be the same or different, for example, a certain second user can process and reply to feedback messages of the function exception type of the application software, and another second user can process and reply to feedback messages of the payment problem type of the application software. Of course, since the type of the feedback message that can be processed by the second user can be one or more, there can be an overlap between the reference types corresponding to different second users, for example, the reference type of a certain second user is the function exception type and the performance problem type, and the reference type of another second user is the performance problem type and the payment problem type. It can be seen that the reference types corresponding to the two second users actually overlap in the "performance problem type", that is, both of the two second users can process and reply to feedback messages of the performance problem type.

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

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

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

[0167] First step: display a display interface, and display at least a first area, a second area and a typing bar on the display interface.

[0168] As Figure 5 The schematic diagram of an optional display interface provided by the present specification is shown. The display interface 500 at least includes a first area 502, a second area 504 and a typing bar 506.

[0169] Optionally, the display interface 500 can further include a third area 508. The feedback messages replied by the second user and the feedback messages not replied can be displayed in the third area 508. However, since the text contained in the feedback message is usually long in characters, and may also include images, audio and other contents that cannot be displayed briefly, the brief information of the user sending the feedback message, such as the user identifier, can be displayed in the third area 508, so as to display the feedback messages to be processed by the second user. For example, Figure 5As shown, in the third area 508, the dashed-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 is not processed. Thus, the dashed-line box marked with "user012" in the third area 508 indicates that the second user has replied to the feedback message input by the first user identified as "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 identified as "user234", and the thin solid-line box marked with "user234" indicates that the second user has not replied to the feedback message input by the first user identified as "user234".

[0170] The second step is to 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 can 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 of the first user inputting the feedback message displayed in the second area 504 includes the user id "user123", the application software used by the first user is the type of terminal device used is iOS. And 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] The third step is to determine the reply message input by the second user according to the feedback message in response to the input of the second user in the input field, and the reply message includes at least one of text, audio, and image.

[0173] Optionally, the input field 506 further includes a function area 510, and a plurality of function controls can be displayed in the function area 510, and each function control corresponds to a different function. For example, Figure 5The function area 510 shown contains three function controls, which are 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 an application software to which the current feedback message belongs in response to an operation of the second user. The translation control can be used to translate the text input by the second user in the key-in area 506 into text of a specified language type in response to an operation of the second user, or to translate the feedback message displayed in the first area 502 into text of a specified language type in response to an operation of the second user. The file sending control can be used to obtain a file from a local or cloud end and send the file in response to an operation of the second user.

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

[0175] Figure 6 A message processing device provided by the present specification is shown in the schematic diagram. The device is applied to an intermediate server, and specifically includes:

[0176] A target type determination module 600 is 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.

[0177] A feedback message sending module 602 is configured to send the feedback message and the target type to a background server.

[0178] A reply message receiving module 604 is configured to receive a reply message sent by the background server. The reply message is input by a second user according to the feedback message, which is shown to the second user by the background server according to the target type to determine the second user corresponding to the feedback message.

[0179] A reply message forwarding module 606 is configured to forward the reply message to the communication platform, so that the communication platform shows the reply message to the first user.

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

[0181] Optionally, the feedback message sending module 602 is specifically configured to: determine, according to the target type, a feedback message queue corresponding to the target type as a first designated queue from the feedback message queues; 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 the feedback message queues and the order of the feedback message in the messages contained in the first designated queue.

[0182] Optionally, the reply message forwarding module 606 is specifically configured to: obtain a target type of a feedback message corresponding to the reply message; determine a priority of the reply message and a designated communication platform corresponding to the reply message according to the target type; determine a reply message queue to which the reply message belongs as a second designated queue from the reply message queues corresponding to the designated communication platform according to the priority of the reply message; 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 A message processing device schematic diagram is provided for the present specification, the device is applied to a background server, and the device specifically includes:

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

[0185] A second user determining module 702 is configured to determine a second user corresponding to the feedback message according to the target type.

[0186] A reply message determining module 704 is 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] A reply message sending module 706 is configured to send the reply message to the intermediate server, so that the intermediate server forwards the reply message to a communication platform, and the communication platform displays the reply message to a first user.

[0188] Optionally, the second user determining module 702 is specifically configured to: acquire a reference type corresponding to each second user, the reference type being used to represent at least one type corresponding to a message processed by the second user; and determine the second user corresponding to the feedback message according to the reference type corresponding to each second user and the target type.

[0189] Optionally, the reply message determining module 704 is specifically configured to: display a display interface, the display interface comprising at least a first area, a second area and an input box; display the feedback message in the first area, and display user information of the first user corresponding to the feedback message and application information of an application software to which the feedback message belongs in the second area; and determine a reply message input by the second user according to the feedback message in response to an input of the second user in the input box, the reply message comprising at least one of text, audio and image.

[0190] Figure 8 A schematic diagram of a message processing device is provided in the present specification, the device being applied to a communication platform, and the device specifically comprising:

[0191] The feedback message determining module 800 is configured to: in response to an input of a first user, send a feedback message to an intermediate server, so that the intermediate server determines a target type of the feedback message, and sends the feedback message and the target type to a background server, so that the background 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 configured to: receive the reply message sent by the intermediate server, and display the reply message to the first user.

[0193] The present specification also provides a computer readable storage medium, the storage medium storing a computer program, the computer program being used to execute the message processing method as described above. Figure 3 The present specification also provides a schematic structural diagram of an electronic device as shown. As described above, at a hardware level, the electronic device comprises a processor, an internal bus, a network interface, a memory and a non-volatile memory, and of course can also comprise other hardware required by a business. The processor reads a corresponding computer program from the non-volatile memory into the memory and then runs, so as to implement the message processing method as described above.

[0194] The present specification also provides a schematic structural diagram of an electronic device as shown. As described above, at a hardware level, the electronic device comprises a processor, an internal bus, a network interface, a memory and a non-volatile memory, and of course can also comprise other hardware required by a business. The processor reads a corresponding computer program from the non-volatile memory into the memory and then runs, so as to implement the message processing method as described above. Figure 9 The present specification also provides a schematic structural diagram of an electronic device as shown. As described above, at a hardware level, the electronic device comprises a processor, an internal bus, a network interface, a memory and a non-volatile memory, and of course can also comprise other hardware required by a business. The processor reads a corresponding computer program from the non-volatile memory into the memory and then runs, so as to implement the message processing method as described above. Figure 9 The present specification also provides a schematic structural diagram of an electronic device as shown. As described above, at a hardware level, the electronic device comprises a processor, an internal bus, a network interface, a memory and a non-volatile memory, and of course can also comprise other hardware required by a business. The processor reads a corresponding computer program from the non-volatile memory into the memory and then runs, so as to implement the message processing method as described above. Figure 3The message processing method shown. Of course, in addition to the software implementation, the present specification does not exclude other implementations, such as logic devices or a combination of software and hardware, and the like, 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, it was quite obvious to distinguish whether an improvement in a technology was in hardware (e.g., improvement in circuit structures of diodes, transistors, switches, etc.) or in software (improvement in method flow). However, as technology has evolved, many improvements in method flow today can be considered as direct improvements in hardware circuit structures. Designers almost always obtain the corresponding hardware circuit structures by programming the improved method flow into hardware circuits. Therefore, it cannot be said that an improvement in a method flow cannot be implemented by hardware entity modules. For example, a programmable logic device (PLD) (e.g., a field programmable gate array (FPGA)) is an integrated circuit whose logic function is determined by user programming of the device. A digital system is "integrated" on a PLD by the designer programming it, rather than by asking a chip manufacturer to design and fabricate a custom integrated circuit chip. Moreover, instead of manually fabricating integrated circuit chips, this programming is now mostly implemented by "logic compiler" software, which is similar to software compilers used in program development, and the original code to be compiled is written in a specific programming language, which is called a hardware description language (HDL), and there are many such languages, 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., and the most commonly used are VHDL (Very-High-Speed Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art should be aware that, as long as the method flow is logically programmed in the above-mentioned hardware description languages and programmed into an integrated circuit, a hardware circuit implementing the logical method flow can be easily obtained.

[0196] The controller can be implemented in any suitable way, for example, the controller can take the form of a microprocessor or processor and a computer readable medium storing computer readable program code, such as software or firmware, executable by the (micro)processor, logic gates, switches, an application specific integrated circuit (ASIC), a programmable logic controller and an embedded microcontroller, examples of which 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 will also know that, in addition to being implemented in pure computer readable program code, the controller can equally well be implemented to perform the same functions using logic gates, switches, an application specific integrated circuit, a programmable logic controller and an embedded microcontroller, etc. by means of a logical programming of the method steps. The controller can thus be considered as a hardware component, and the means comprised therein for performing the various functions can be considered as structures within the hardware component. Alternatively, the means for performing the various functions can even be considered as both a software module implementing the method and a structure within the hardware component.

[0197] The systems, apparatuses, modules or units illustrated by the above embodiments can be implemented by computer chips or entities, or by products with certain functions. A typical implementation device is a computer. Specifically, the computer can 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 sake of description, the above apparatuses are described in various units by functions respectively. Of course, the functions of the units can be implemented in one or more software and / or hardware in implementing the present specification.

[0199] Those skilled in the art will understand that the embodiments of the present specification can be provided as a method, a system or a computer program product. Therefore, the present specification can take the form of a complete hardware embodiment, a complete software embodiment or an embodiment combining software and hardware aspects. Moreover, the present specification can take the form of a computer program product implemented on one or more computer usable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) containing computer usable program code.

[0200] The specification is presented with reference to flow diagrams and / or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the specification. It will be understood that each block of the flow diagrams and / or block diagrams, and combinations of blocks in the flow diagrams and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general purpose computer, special purpose computer, embedded processing element or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks.

[0201] These computer program instructions can also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instructions which implement the function specified in the flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks.

[0202] These computer program instructions can also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks. Figure 1 The flow diagrams and / or block diagrams in the specification can present a method, apparatus or computer program product according to embodiments of the specification. Flow diagrams and / or block diagrams can also present a method, apparatus or computer program product to achieve functions specified in flow diagrams and / or block diagrams block or blocks.

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

[0204] The memory can include non-persistent memory and / or persistent memory, such as flash memory, read-only memory (ROM), and / or volatile or non-volatile random access memory (RAM), among others. The memory is an example of computer-readable media.

[0205] Computer-readable media includes permanent and non-permanent, movable and non-movable media that can be implemented by any method or technology to store information. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassette, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information accessible to a computing device. According to the definition herein, computer-readable media does not include transitory media such as modulated data signals and carriers.

[0206] It should also be noted that the terms "comprising", "comprising" or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or apparatus that includes a list of elements not only includes those elements, but also includes other elements not explicitly listed or inherent to such process, method, article or apparatus. Without more limitations, the element defined by the statement "comprising a" does not exclude the presence of additional identical elements in the process, method, article or apparatus that includes the element.

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

[0208] The present specification can be described in the general context of computer-executable instructions, such as program modules, executed by computers. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The present specification can 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 can be located in both local and remote computer storage media, including storage devices.

[0209] The various embodiments described in this specification are described using a numbering of embodiments approach: these are each individually integrated contributions pertaining to different aspects of the description. For each embodiment, the description focuses on the differences from the other embodiments. Each embodiment is to be read in isolation, with the understanding that the same or similar features from other embodiments can be combined with the features of the respective embodiment. In particular, the description of the system embodiments is kept relatively short, as the system embodiments are largely analogous to the method embodiments.

[0210] The above only describes the embodiments of the present specification and is not intended to limit the present specification. The present specification can have various modifications and changes for those skilled in the art. Any modification, equivalent replacement, improvement, etc. within the spirit and principle of the present specification shall be included in the scope of claims of the present specification.

Claims

1. A message processing system, characterized by The system comprises an intermediate server, a background server and a plurality of different communication platforms; The communication platform is configured to send a feedback message to the intermediate server in response to an input of a first user, and receive a reply message sent by the intermediate server and display the reply message to the first user; The intermediate server is configured to receive the feedback message sent by the communication platform, determine application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, acquire user information of the first user inputting the feedback message, determine a 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, and determine a target type of the feedback message according to the priority and the communication platform sending the feedback message; The feedback message and the target type are sent to the background server; The background server is configured to receive the feedback message and the target type, determine a second user corresponding to the feedback message according to the target type, display the feedback message to the second user, determine a reply message input by the second user according to the feedback message, and send the reply message to the intermediate server. The method is applied to an intermediate server, and the method comprises the following steps:

2. A message processing method characterized by, receiving a feedback message sent by a communication platform, determining application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, acquiring user information of a first user inputting the feedback message, determining a 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, determining a target type of the feedback message according to the priority and the communication platform sending the feedback message, and the feedback message being sent by the communication platform in response to an input of the first user; sending the feedback message and the target type to a background server; receiving a reply message sent by the background server, wherein the reply message is input by a second user according to the feedback message, the second user being determined by the background server according to the target type, and the feedback message being displayed to the second user by the background server according to the target type; acquiring the target type of the feedback message corresponding to the reply message, determining a priority of the reply message and a specified communication platform corresponding to the reply message according to the target type, and forwarding the reply message to the communication platform, so that the communication platform displays the reply message to the first user. The feedback message and the target type are sent to the background server, specifically comprising:

3. The method of claim 2, wherein, ​ According to the target type, a feedback message queue corresponding to the target type is determined as a first designated queue from each feedback message queue; The feedback message is inserted 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 each feedback message queue and the order of the feedback message in each message contained in the first designated queue.

4. The method of claim 2, wherein, The method for forwarding the reply message to the communication platform specifically comprises: According to the priority of the reply message, a reply message queue to which the reply message belongs is determined as a second designated queue from each reply message queue corresponding to the designated communication platform according to the target type; The reply message is inserted into the tail of the second designated queue; The reply message is sent to the communication platform corresponding to the reply message according to the order of the second designated queue in each reply message queue corresponding to the designated communication platform and the order of the reply message in each message contained in the second designated queue.

5. A message processing method characterized by, The method is applied to a background server, and the method comprises: Receiving a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when an intermediate server receives a feedback message sent by a communication platform, the target type of the feedback message is obtained by the intermediate server according to application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, user information of a first user inputting the feedback message is obtained 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, the priority of the feedback message is 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 priority and a communication platform sending the feedback message are determined according to the priority; A second user corresponding to the feedback message is determined according to the target type; The feedback message is displayed to the second user, and a reply message input by the second user according to the feedback message is determined; The reply message is sent to the intermediate server, so that the intermediate server obtains the target type of the feedback message corresponding to the reply message, determines the priority of the reply message and a designated communication platform corresponding to the reply message according to the target type, forwards the reply message to the communication platform, and displays the reply message to the first user by the communication platform.

6. The method of claim 5, wherein, The second user corresponding to the feedback message is determined according to the target type, specifically comprising: Reference types corresponding to each second user are obtained, and the reference types are used to represent 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 corresponding to each second user and the target type.

7. The method of claim 5, wherein, The feedback message is displayed to the second user, and the reply message input by the second user according to the feedback message is determined, specifically comprising: An exhibition interface is displayed, and at least a first area, a second area and a typing bar are displayed on the exhibition interface; The feedback message is displayed in the first area, and user information of a first user corresponding to the feedback message and application information of an application software to which the feedback message belongs are displayed in the second area; In response to the input of the second user in the input box, 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.

8. A message processing method characterized by, The method is applied to a communication platform, and the method includes: In response to input of a first user, a feedback message is sent to an intermediate server, so that the intermediate server acquires user information of the first user inputting the feedback message according to application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, determines a 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, determines a target type of the feedback message according to the priority and a communication platform sending the feedback message, and sends the feedback message and the target type to a background server, so that the background 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 acquires the target type of the feedback message corresponding to the reply message, determines a priority of the reply message and a specified communication platform corresponding to the reply message according to the target type, and forwards the reply message; The reply message sent by the intermediate server is received, and the reply message is displayed to the first user.

9. A message processing device, characterized by The device is applied to an intermediate server, and the device includes: A target type determination module is configured to receive a feedback message sent by a communication platform, determine application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, acquire user information of a first user inputting the feedback message, determine a 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, determine a target type of the feedback message according to the priority and a communication platform sending the feedback message, and the feedback message is sent by the communication platform in response to input of a first user; A feedback message sending module is configured to send the feedback message and the target type to a background server; A reply message receiving module is configured to receive a reply message sent by the background server, and the reply message is input by a second user according to the feedback message, which is displayed to the second user by the background server according to the target type. The reply message forwarding module is configured to acquire a target type of the feedback message corresponding to the reply message, determine a priority of the reply message and a specified communication platform corresponding to the reply message according to the target type, and forward the reply message to the communication platform, so that the communication platform displays the reply message to the first user.

10. A message processing device, characterized by The device is applied to a background server, and the device comprises: The feedback message receiving module is configured to receive a feedback message and a target type of the feedback message; wherein the feedback message is forwarded when an intermediate server receives the feedback message sent by a communication platform, the target type of the feedback message is acquired by the intermediate server according to application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, user information of a first user inputting the feedback message is acquired, a priority of the feedback message is 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 target type is determined according to the priority and a communication platform sending the feedback message; The second user determining module is configured to determine a second user corresponding to the feedback message according to the target type; The reply message determining module is 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 configured to send the reply message to the intermediate server, so that the intermediate server acquires a target type of the feedback message corresponding to the reply message, determines a priority of the reply message and a specified communication platform corresponding to the reply message according to the target type, forwards the reply message to the communication platform, and displays the reply message to a first user by the communication platform.

11. A message processing device, characterized by The device is applied to a communication platform, and the device comprises: The feedback message determining module is configured to send a feedback message to an intermediate server in response to input by a first user, so that the intermediate server acquires user information of the first user inputting the feedback message according to application information of an application software to which the feedback message belongs and a message type corresponding to the feedback message, determines a 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, determines a target type of the feedback message according to the priority and a communication platform sending the feedback message, and sends the feedback message and the target type to a background server, so that the background 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 acquires a target type of the feedback message corresponding to the reply message, determines a priority of the reply message and a specified communication platform corresponding to the reply message according to the target type, and forwards the reply message; A reply message display module is configured to receive the reply message sent by the intermediate server and display the reply message to the first user.

12. A computer-readable storage medium, characterized in that, The storage medium stores a computer program, and the computer program, when executed by a processor, implements the method in any one of claims 2-8.

13. An electronic device comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, The processor implements the method in any one of claims 2-8 when executing the program.

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