Session message processing method and device

Abstract

The invention discloses a session message processing method and device. A specific embodiment of the method comprises the steps of obtaining a consultation session message and preset user data of a consultation user to which the consultation session message belongs; through a consultation intention validity pre-judgment model, according to the consultation session message and preset user data, intention validity information of the consultation session message is determined, and the intention validity information is used for representing whether the consultation user has a consultation intention or not; the consultation session message is processed based on the intent validity information. The consultation session message is pointedly processed based on the intention validity information of the consultation user, and the processing efficiency of the consultation session message and the reasonability of the processing process are improved.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of computer technology, specifically to the field of customer service systems, and more particularly to a method, device, computer-readable medium, and electronic device for processing conversation messages. Background Art

[0002] Customer service systems are used in various industries to varying degrees, such as education, medical care, catering, and the Internet, especially in the Internet industry. When a user initiates a consultation online, the routing and scheduling system will assign a human customer service representative. If the human customer service representative is fully booked, the user will enter a queue and wait. During the waiting period, the user can choose to cancel the queue or continue waiting. When the customer service representative is online or releases a seat, the user in the queue will be assigned to receive the user and solve the consultation problem. The current queuing method mainly plays the role of peak shaving and valley filling when the number of consultations increases significantly. Summary of the invention

[0003] The embodiments of the present application provide a method, device, computer-readable medium and electronic device for processing a session message.

[0004] In the first aspect, an embodiment of the present application provides a method for processing a conversation message, including: obtaining a consultation conversation message and preset user data of a consultation user to which the consultation conversation message belongs; determining the intention validity information of the consultation conversation message according to the consultation conversation message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; and processing the consultation conversation message based on the intention validity information.

[0005] In some examples, the preset user data includes: historical consultation data of the consulting user, real-time consultation data associated with the consultation session messages, and historical queuing data of the consulting user in the previous consultation process; and the above-mentioned consultation intention effectiveness prediction model is used to determine the intention effectiveness information of the consultation session message according to the consultation session messages and the preset user data, including: determining the intention effectiveness information according to the consultation session messages, historical consultation data, real-time consultation data and historical queuing data through the consultation intention effectiveness prediction model.

[0006] In some examples, the above-mentioned processing of consultation session messages based on intent validity information includes: in response to determining that the intent validity information meets a preset judgment condition and there are idle customer service personnel in the customer service personnel set, sending the consultation session message to the idle customer service personnel to process the consultation session message.

[0007] In some examples, the above-mentioned processing of consultation session messages based on intent validity information includes: in response to determining that the intent validity information does not meet preset judgment conditions and / or that there are no idle customer service personnel in the customer service personnel set, determining whether there are historical consultation session messages of the consultation user within a preset time period until the consultation user sends the consultation session message; in response to determining that there are historical consultation session messages, adding the consultation session messages to a first queue; for the consultation session messages in the first queue, determining a target customer service personnel in the customer service personnel set who processes the historical consultation session messages; and processing the consultation session messages through the target customer service personnel in the processing order determined based on the intent validity information.

[0008] In some examples, the above-mentioned processing of consultation session messages based on intent validity information also includes: in response to determining that there are no historical consultation session messages, adding the consultation session messages to a second queuing queue; and processing the consultation session messages according to the processing order determined based on the intent validity information.

[0009] In some examples, the above-mentioned processing of consultation session messages according to the processing order determined based on the intention validity information includes: sending consultation intention confirmation information to the consultation user during the waiting processing of the consultation session messages based on the processing order, wherein the consultation intention confirmation information is used to determine whether the consultation user still has the consultation intention; in response to determining that the consultation user confirms the consultation intention confirmation information, processing the consultation session message by a customer service staff in a set of customer service staff.

[0010] In some examples, the above-mentioned processing of consultation session messages according to the processing order determined based on the intention validity information also includes: in response to determining that the consultation user has not confirmed the consultation intention confirmation information, sending the consultation intention confirmation information to the consultation user again by a virtual customer service staff in the virtual customer service staff set; in response to determining that the consultation user confirms the consultation intention confirmation information, processing the consultation session message by a customer service staff in the customer service staff set.

[0011] In the second aspect, an embodiment of the present application provides a device for processing a conversation message, comprising: an acquisition unit, configured to acquire a consultation conversation message and preset user data of a consultation user to which the consultation conversation message belongs; a determination unit, configured to determine the intention validity information of the consultation conversation message according to the consultation conversation message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; and a processing unit, configured to process the consultation conversation message based on the intention validity information.

[0012] In some examples, the preset user data includes: historical consultation data of the consulting user, real-time consultation data associated with the consultation session messages, and historical queuing data of the consulting user in previous consultation processes; and the above-mentioned determination unit is further configured to: determine the intention validity information based on the consultation session messages, historical consultation data, real-time consultation data and historical queuing data through the consultation intention validity prediction model.

[0013] In some examples, the processing unit is further configured to: in response to determining that the intent validity information meets a preset determination condition and there are idle customer service personnel in the customer service personnel set, send the consultation session message to the idle customer service personnel to process the consultation session message.

[0014] In some examples, the processing unit is further configured to: in response to determining that the intent validity information does not meet a preset judgment condition, and / or that there are no idle customer service personnel in the customer service personnel set, determine whether there are historical consultation session messages of the consulting user within a preset time period until the consulting user sends a consultation session message; in response to determining that there are historical consultation session messages, add the consultation session messages to a first queue; for the consultation session messages in the first queue, determine a target customer service personnel in the customer service personnel set who processes the historical consultation session messages; and process the consultation session messages through the target customer service personnel in a processing order determined based on the intent validity information.

[0015] In some examples, the processing unit is further configured to: in response to determining that there is no historical consultation session message, add the consultation session message to a second queuing queue; and process the consultation session message in a processing order determined based on the intent validity information.

[0016] In some examples, the above-mentioned processing unit is further configured to: send consultation intention confirmation information to the consultation user during the waiting processing of the consultation session message based on the processing order, wherein the consultation intention confirmation information is used to determine whether the consultation user still has the consultation intention; in response to determining that the consultation user confirms the consultation intention confirmation information, process the consultation session message through the customer service personnel in the customer service personnel set.

[0017] In some examples, the above-mentioned processing unit is further configured to: in response to determining that the consulting user has not confirmed the consultation intention confirmation information, send the consultation intention confirmation information to the consulting user again through the virtual customer service personnel in the virtual customer service personnel set; in response to determining that the consulting user confirms the consultation intention confirmation information, process the consultation session message through the customer service personnel in the customer service personnel set.

[0018] In a third aspect, an embodiment of the present application provides a computer-readable medium having a computer program stored thereon, wherein when the program is executed by a processor, the method described in any implementation manner of the first aspect is implemented.

[0019] In a fourth aspect, an embodiment of the present application provides an electronic device, comprising: one or more processors; a storage device on which one or more programs are stored, and when the one or more programs are executed by one or more processors, the one or more processors implement the method described in any implementation manner of the first aspect.

[0020] The method and device for processing conversation messages provided in the embodiments of the present application obtain the consultation conversation message and the preset user data of the consultation user to which the consultation conversation message belongs; determine the intention validity information of the consultation conversation message according to the consultation conversation message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; and process the consultation conversation message based on the intention validity information, so that the consultation conversation message can be processed in a targeted manner based on the intention validity information of the consultation user, thereby improving the processing efficiency of the consultation conversation message and the rationality of the processing process. BRIEF DESCRIPTION OF THE DRAWINGS

[0021] Other features, objects and advantages of the present application will become more apparent by reading the detailed description of non-limiting embodiments made with reference to the following drawings:

[0022] Figure 1 is an exemplary system architecture diagram in which an embodiment of the present application may be applied;

[0023] Figure 2 is a flowchart of an embodiment of a method for processing a session message according to the present application;

[0024] Figure 3 is a schematic diagram of an application scenario of the method for processing session messages according to this embodiment;

[0025] Figure 4 is a flowchart of another embodiment of a method for processing a session message according to the present application;

[0026] Figure 5 is a structural diagram of an embodiment of a session message processing device according to the present application;

[0027] Figure 6 It is a structural diagram of a computer system suitable for implementing the embodiments of the present application. DETAILED DESCRIPTION

[0028] The present application will be further described in detail below in conjunction with the accompanying drawings and embodiments. It is to be understood that the specific embodiments described herein are only used to explain the relevant invention, rather than to limit the invention. It should also be noted that, for ease of description, only the parts related to the relevant invention are shown in the accompanying drawings.

[0029] It should be noted that, in the absence of conflict, the embodiments and features in the embodiments of the present application can be combined with each other. The present application will be described in detail below with reference to the accompanying drawings and in combination with the embodiments.

[0030] It should be noted that the collection, collection, updating, analysis, processing, use, transmission, storage and other aspects of user personal information involved in the technical solution of this disclosure are in compliance with the provisions of relevant laws and regulations, are used for legitimate purposes, and do not violate public order and good morals. Necessary measures are taken for user personal information to prevent illegal access to user personal information data and maintain the security of user personal information, network security and national security.

[0031] Figure 1 An exemplary architecture 100 to which the method and apparatus for processing session messages of the present application can be applied is shown.

[0032] like Figure 1 As shown, the system architecture 100 may include terminal devices 101, 102, 103, a network 104 and a server 105. The communication connection between the terminal devices 101, 102, 103 constitutes a topological network, and the network 104 is used to provide a medium for the communication link between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0033] Users can use terminal devices 101, 102, 103 to interact with server 105 through network 104 to receive or send messages, etc. Terminal devices 101, 102, 103 can be hardware devices or software that support network connection for data interaction and data processing. When terminal devices 101, 102, 103 are hardware, they can be various electronic devices that support network connection, information acquisition, interaction, display, processing and other functions, including but not limited to smart phones, tablet computers, e-book readers, laptop portable computers and desktop computers, etc. When terminal devices 101, 102, 103 are software, they can be installed in the electronic devices listed above. It can be implemented as multiple software or software modules for providing distributed services, for example, or it can be implemented as a single software or software module. No specific limitation is made here.

[0034] The server 105 may be a server that provides various services, for example, a background processing server that determines the validity information of the consulting user's intention through the consulting intention validity prediction model for the consulting session message sent by the consulting user through the terminal devices 101, 102, and 103, and processes the consulting session message based on the validity information of the intention. As an example, the server 105 may be a cloud server.

[0035] It should be noted that the server can be hardware or software. When the server is hardware, it can be implemented as a distributed server cluster consisting of multiple servers, or it can be implemented as a single server. When the server is software, it can be implemented as multiple software or software modules (for example, software or software modules used to provide distributed services), or it can be implemented as a single software or software module. No specific limitation is made here.

[0036] It should also be noted that the method for processing session messages provided in the embodiments of the present application can be executed by a server, or by a terminal device, or by a server and a terminal device in cooperation with each other. Accordingly, the various parts (e.g., various units) included in the session message processing device can be all set in the server, or all set in the terminal device, or can be set in the server and the terminal device respectively.

[0037] It should be understood that Figure 1 The number of terminal devices, networks, and servers in the system is only illustrative. Any number of terminal devices, networks, and servers may be provided as required. When the electronic device on which the method for processing session messages is running does not need to perform data transmission with other electronic devices, the system architecture may only include the electronic device (e.g., server or terminal device) on which the method for processing session messages is running.

[0038] Continue to refer Figure 2 , a process 200 of an embodiment of a method for processing a session message is shown, comprising the following steps:

[0039] Step 201: Obtain a consultation session message and preset user data of a consultation user to which the consultation session message belongs.

[0040] In this embodiment, the execution subject of the method for processing session messages (eg Figure 1 The terminal device or server in the system may obtain the consultation session message and the preset user data of the consultation user to which the consultation session message belongs remotely or locally through a wired network connection or a wireless network connection.

[0041] Customer service systems are used in various industries to varying degrees, such as education, medical care, catering, and the Internet, especially in the Internet industry. When a user has the intention to consult in pre-sales, after-sales, logistics, and other aspects, the user can serve as a consulting user and send a consulting session message to the customer service system. Consulting users can send consulting session messages to the customer service system in various forms such as text and voice.

[0042] The preset user data of the consulting user may be the user data of the consulting user associated with the consulting session message. For example, the preset user data may be relevant data of the object (for example, purchased items) associated with the consulting session message sent by the consulting user, the user's historical consulting data, and other data.

[0043] Step 202, determining the validity information of the consultation session message through the consultation intention validity prediction model according to the consultation session message and preset user data.

[0044] In this embodiment, the execution subject can determine the validity information of the consultation session message through the consultation intention validity prediction model according to the consultation session message and preset user data. The validity information is used to indicate whether the consultation user has the consultation intention.

[0045] The consultation intention validity prediction model is used to characterize the correspondence between the consultation session messages of the consultation user, the preset user data and the intention validity information. Among them, the consultation intention validity prediction model can be trained based on neural network models such as convolutional neural networks and recurrent neural networks.

[0046] As an example, the consultation intention effectiveness prediction model can be trained as follows:

[0047] First, a training sample set is obtained. Each training sample in the training sample set includes a consultation session message, preset user data of the consultation user to which the consultation session message belongs, and an intent validity label. Then, a machine learning method is used to train a consultation intent validity prediction model using the consultation session message and preset user data in the training sample as the input of the initial neural network model and the intent validity label corresponding to the input data as the expected output.

[0048] In some optional implementations of this embodiment, the preset user data includes: historical consultation data of the consulting user, real-time consultation data associated with the consultation session messages, and historical queuing data of the consulting user in previous consultation processes.

[0049] Among them, the historical consultation data of consulting users includes historical purchase records, consultation records, user account portraits and other data; the real-time consultation data associated with the consultation session messages includes the user's consultation channel, intention, order information carried in the consultation session messages, items corresponding to the order information, and chat content of the current consultation session; the historical queuing data includes the most recent queuing time, queuing number passing records, number of queuing times in the past day and other historical queuing data.

[0050] In this implementation, the execution subject may perform step 202 in the following manner: determine the intent validity information based on the consultation session messages, historical consultation data, real-time consultation data and historical queuing data through a consultation intent validity prediction model.

[0051] In this implementation, comprehensive user data such as the consulting user's historical consultation data, real-time consultation data associated with the consultation session messages, and the consulting user's historical queuing data in previous consultation processes, combined with the consulting user's consultation session messages, helps to improve the accuracy of the intention validity information determined by the consultation intention validity prediction model.

[0052] Step 203, based on the intent validity information, process the consultation session message.

[0053] In this embodiment, the above-mentioned execution entity can process the consultation session message based on the intent validity information.

[0054] As an example, the above-mentioned execution subject can be sorted based on the numerical value of the intention validity information to obtain a consultation session sequence; wherein, the larger the numerical value of the intention validity information, the clearer the intention of the consulting user. Then, according to the arrangement order of the consultation session messages in the consultation session sequence, the consultation session messages are processed one by one. In some optional examples, in order to further improve the rationality of the consultation session processing sequence, the above-mentioned execution subject can specify a time window of duration as a unit, and determine the corresponding consultation session sequence for the consultation session messages in the same time window, and wait until the consultation session messages in the consultation session sequence corresponding to the time window are all processed, and then process the consultation session messages in the next time window.

[0055] As another example, the above-mentioned execution entity can determine clear intention conversation messages and invalid conversation messages from multiple consultation conversation messages based on the intent validity information; for clear intention conversation messages, the above-mentioned execution entity gives priority to processing them through customer service personnel in the customer service personnel set; for invalid conversation messages, the virtual customer service determines from the consulting user whether he has a clear consultation intention, so that if he has a clear consultation intention, his consultation conversation messages will be processed by real customer service personnel.

[0056] Continue to see Figure 3, Figure 3 FIG. 3 is a schematic diagram 300 of an application scenario of the method for processing session messages according to this embodiment. Figure 3 In the application scenario, multiple consulting users 301 send consulting session messages to the server 303 deploying the customer service system through their corresponding terminal devices 302. While obtaining the consulting session messages, the server 303 collects the preset user data of the consulting user to which the consulting session messages belong; then, through the consulting intention validity prediction model 304, according to the consulting session messages and the preset user data, the intention validity information of the consulting session messages is determined, wherein the intention validity information is used to characterize whether the consulting user has the consulting intention; finally, based on the intention validity information, the consulting session messages of multiple consulting users 301 are processed.

[0057] The method provided by the above-mentioned embodiment of the present application obtains the consultation session message and the preset user data of the consultation user to which the consultation session message belongs; determines the intention validity information of the consultation session message according to the consultation session message and the preset user data through the consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has the consultation intention; processes the consultation session message based on the intention validity information, so that the consultation session message can be processed in a targeted manner based on the intention validity information of the consultation user, thereby improving the processing efficiency of the consultation session message and the rationality of the processing process.

[0058] In some optional implementations of this embodiment, the above-mentioned execution entity can perform the above-mentioned step 203 in the following manner: in response to determining that the intention validity information meets the preset judgment conditions and there are idle customer service personnel in the customer service personnel set, the consultation session message is sent to the idle customer service personnel to process the consultation session message.

[0059] The preset determination condition can be specifically set according to actual needs. As an example, the preset determination condition is that the value corresponding to the intention validity information is greater than a preset threshold and the level corresponding to the intention validity information is a preset level.

[0060] When the intent validity information of the consultation session message meets the preset judgment conditions, it can be determined that the consultation user corresponding to the consultation session message has a clear consultation intention. For such consultation session messages, once there are idle customer service personnel in the customer service personnel set, they can be processed preferentially by the idle customer service personnel.

[0061] In this implementation, consultation session messages whose intent validity information meets preset judgment conditions are processed preferentially, so that consultation session messages with clear consultation intentions can be processed in a timely manner, further improving the rationality of the consultation session processing process.

[0062] In some optional implementations of this embodiment, the execution subject may perform step 203 in the following manner:

[0063] First, in response to determining that the intent validity information does not meet the preset judgment conditions, and / or there are no idle customer service personnel in the customer service personnel set, determine whether there are any historical consultation session messages of the consulting user within a preset time period until the consulting user sends a consultation session message.

[0064] The preset duration may be set according to actual conditions, for example, the preset duration is 24 hours.

[0065] Second, in response to determining that there is a historical consultation session message, the consultation session message is added to a first queuing queue.

[0066] When it is determined that there are historical consultation session messages of the consultation user within the preset time until the consultation user sends the consultation session message, there is a high possibility that the consultation matter represented by the current consultation session message of the consultation user is the same as or related to the consultation matter represented by the historical consultation session message, and it can be added to the first queuing queue for targeted processing.

[0067] Third, for the consultation session messages in the first queuing queue, determine a target customer service staff member in the customer service staff set who processes the historical consultation session messages.

[0068] Fourth, the consultation session message is processed by the target customer service personnel in accordance with the processing order determined based on the intent validity information.

[0069] In this implementation, multiple consultation sessions initiated by the same consulting user in a short period of time may have a large correlation. Assigning them to the same customer service staff can improve the processing efficiency of consultation session messages and the experience of the consulting user.

[0070] In some optional implementations of this embodiment, the above-mentioned execution entity may also perform the following operations: in response to determining that there is no historical consultation session message, add the consultation session message to the second queuing queue; and process the consultation session message in accordance with the processing order determined based on the intent validity information.

[0071] The consulting users corresponding to the consulting session messages in the second queue are all users who are consulting for the first time within a short period of time (preset duration). Based on the processing order determined by the intent validity information, the consulting session messages in the second queue can be processed sequentially according to the processing order.

[0072] In some optional implementations of this embodiment, the execution subject may execute the process of processing the consultation session message in the processing order determined based on the intent validity information in the following manner:

[0073] First, during the waiting process of the consultation session message based on the processing order, a consultation intention confirmation message is sent to the consultation user, wherein the consultation intention confirmation message is used to determine whether the consultation user still has the consultation intention; secondly, in response to determining that the consultation user confirms the consultation intention confirmation message, the consultation session message is processed by the customer service personnel in the customer service personnel set.

[0074] As an example, after sending the consultation intention confirmation information to the consultation user, in response to the consultation user performing a confirmation operation within the specified time, it is determined that the consultation user still has the consultation intention. For example, within the specified time (2 minutes), a reminder message is sent to the consultation user every 1 minute to remind the consultation user to confirm the consultation intention confirmation information.

[0075] In some optional implementations of the present embodiment, the above-mentioned execution entity may execute the process of processing the consultation session message in the processing order determined based on the intention validity information in the following manner: in response to determining that the consulting user has not confirmed the consultation intention confirmation information, sending the consultation intention confirmation information to the consulting user again through the virtual customer service personnel in the virtual customer service personnel set; in response to determining that the consulting user confirms the consultation intention confirmation information, processing the consultation session message through the customer service personnel in the customer service personnel set.

[0076] In response to the consulting user not confirming the consulting intention confirmation information within the specified time period, it is considered that the consulting user does not have a consulting opinion, and the consulting user is eliminated, and the consulting session message of the consulting user is no longer processed.

[0077] In this implementation, by combining the consultation intention confirmation information and the virtual customer service set, consulting users with no consultation intention can be effectively filtered out, so that users with clear intentions can be received and processed with high priority, ensuring the efficiency of customer service reception, reducing invalid conversations in customer service reception, and greatly saving customer service resources.

[0078] Continue to refer Figure 4 , shows a schematic process 400 of an embodiment of a method for processing a session message according to the present application, comprising the following steps:

[0079] Step 401 , obtaining consultation session messages, historical consultation data of the consultation user to which the consultation session messages belong, real-time consultation data associated with the consultation session messages, and historical queuing data of the consultation user in previous consultation processes.

[0080] Step 402, determine the intention validity information through the consultation intention validity prediction model according to the consultation session message, historical consultation data, real-time consultation data and historical queuing data.

[0081] Step 403, in response to determining that the intent validity information meets the preset determination condition and there are idle customer service personnel in the customer service personnel set, the consultation session message is sent to the idle customer service personnel to process the consultation session message.

[0082] Step 404, in response to determining that the intent validity information does not meet the preset judgment conditions, and / or there are no idle customer service personnel in the customer service personnel set, determine whether there are any historical consultation session messages of the consulting user within a preset time period until the consulting user sends a consultation session message.

[0083] Step 405: In response to determining that there is a historical consultation session message, add the consultation session message to a first queuing queue.

[0084] Step 406: for the consultation session messages in the first queuing queue, determine a target customer service staff member in the customer service staff set who processes the historical consultation session messages.

[0085] Step 407: In response to determining that there is no historical consultation session message, add the consultation session message to a second queuing queue.

[0086] Step 408: During the waiting process of the consultation session message based on the processing order, a consultation intention confirmation message is sent to the consultation user.

[0087] Among them, the consultation intention confirmation information is used to determine whether the consulting user still has the consultation intention.

[0088] Step 409 , in response to determining that the consulting user confirms the consulting intention confirmation information, the consulting session message is processed by a customer service staff in the customer service staff set.

[0089] Step 410, in response to determining that the consulting user has not confirmed the consulting intention confirmation information, the consulting intention confirmation information is sent to the consulting user again through the virtual customer service personnel in the virtual customer service personnel set.

[0090] Step 411 , in response to determining that the consulting user confirms the consulting intention confirmation information, the consulting session message is processed by a customer service staff in the customer service staff set.

[0091] It can be seen from this embodiment that Figure 2 Compared with the corresponding embodiments, the process 400 of the method for processing conversation messages in this embodiment specifically illustrates the process of determining the intent validity information and the process of processing the consultation conversation messages, further improving the processing efficiency of the consultation conversation messages and the rationality of the processing process.

[0092] Continue to refer Figure 5 As an implementation of the methods shown in the above figures, the present application provides an embodiment of a session message processing device, and the device embodiment is similar to Figure 2Corresponding to the method embodiment shown, the device can be specifically applied to various electronic devices.

[0093] like Figure 5 As shown, the processing device for conversation messages includes: an acquisition unit 501, configured to acquire the consultation conversation message and the preset user data of the consultation user to which the consultation conversation message belongs; a determination unit 502, configured to determine the intention validity information of the consultation conversation message according to the consultation conversation message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; and a processing unit 503, configured to process the consultation conversation message based on the intention validity information.

[0094] In some optional implementations of this embodiment, the preset user data includes: historical consultation data of the consulting user, real-time consultation data associated with the consultation session messages, and historical queuing data of the consulting user in previous consultation processes; and the above-mentioned determination unit 502 is further configured to: determine the intention validity information based on the consultation session messages, historical consultation data, real-time consultation data and historical queuing data through the consultation intention validity prediction model.

[0095] In some optional implementations of this embodiment, the above-mentioned processing unit 503 is further configured to: in response to determining that the intention validity information meets the preset judgment conditions and there are idle customer service personnel in the customer service personnel set, send the consultation session message to the idle customer service personnel to process the consultation session message.

[0096] In some optional implementations of the present embodiment, the processing unit 503 is further configured to: in response to determining that the intent validity information does not meet the preset judgment conditions, and / or there are no idle customer service personnel in the customer service personnel set, determine whether there are historical consultation session messages of the consulting user within a preset time period until the consulting user sends a consultation session message; in response to determining that there are historical consultation session messages, add the consultation session messages to the first queue; for the consultation session messages in the first queue, determine the target customer service personnel in the customer service personnel set who processes the historical consultation session messages; and process the consultation session messages through the target customer service personnel in the processing order determined based on the intent validity information.

[0097] In some optional implementations of this embodiment, the processing unit 503 is further configured to: in response to determining that there is no historical consultation session message, add the consultation session message to the second queue; and process the consultation session message in a processing order determined based on the intent validity information.

[0098] In some optional implementations of the present embodiment, the processing unit 503 is further configured to: send consultation intention confirmation information to the consultation user during the waiting processing of the consultation session message based on the processing order, wherein the consultation intention confirmation information is used to determine whether the consultation user still has the consultation intention; in response to determining that the consultation user confirms the consultation intention confirmation information, process the consultation session message through the customer service personnel in the customer service personnel set.

[0099] In some optional implementations of the present embodiment, the above-mentioned processing unit 503 is further configured to: in response to determining that the consulting user has not confirmed the consulting intention confirmation information, send the consulting intention confirmation information to the consulting user again through the virtual customer service personnel in the virtual customer service personnel set; in response to determining that the consulting user confirms the consulting intention confirmation information, process the consultation session message through the customer service personnel in the customer service personnel set.

[0100] In this embodiment, the acquisition unit in the session message processing device acquires the consultation session message and the preset user data of the consultation user to which the consultation session message belongs; the determination unit determines the intention validity information of the consultation session message according to the consultation session message and the preset user data through the consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has the consultation intention; the processing unit processes the consultation session message based on the intention validity information, thereby being able to process the consultation session message in a targeted manner based on the intention validity information of the consultation user, thereby improving the processing efficiency of the consultation session message and the rationality of the processing process.

[0101] Reference below Figure 6 , which shows a device suitable for implementing the embodiments of the present application (eg Figure 1 Schematic diagram of the structure of a computer system 600 of the devices 101, 102, 103, 105 shown. Figure 6 The device shown is merely an example and should not bring any limitation to the functions and scope of use of the embodiments of the present application.

[0102] like Figure 6 As shown, the computer system 600 includes a processor (e.g., CPU, central processing unit) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage part 608 into a random access memory (RAM) 603. Various programs and data required for the operation of the system 600 are also stored in the RAM 603. The processor 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0103] The following components are connected to the I / O interface 605: an input section 606 including a keyboard, a mouse, etc.; an output section 607 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 608 including a hard disk, etc.; and a communication section 609 including a network interface card such as a LAN card, a modem, etc. The communication section 609 performs communication processing via a network such as the Internet. A drive 610 is also connected to the I / O interface 605 as needed. A removable medium 611, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 610 as needed, so that a computer program read therefrom is installed into the storage section 608 as needed.

[0104] In particular, according to an embodiment of the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present application includes a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication part 609, and / or installed from a removable medium 611. When the computer program is executed by the processor 601, the above-mentioned functions defined in the method of the present application are executed.

[0105] It should be noted that the computer-readable medium of the present application may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present application, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In the present application, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. Computer-readable signal media may also be any computer-readable medium other than computer-readable storage media, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0106] Computer program code for performing the operations of the present application may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the client computer, partially on the client computer, as a separate software package, partially on the client computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the client computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0107] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the device, method and computer program product according to various embodiments of the present application. In this regard, each box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0108] The units involved in the embodiments described in the present application may be implemented by software or by hardware. The described units may also be provided in a processor, for example, may be described as: a processor comprising an acquisition unit, a determination unit and a processing unit. Among them, the names of these units do not constitute a limitation on the unit itself in certain cases. For example, the determination unit may also be described as "a unit that determines the intent validity information of the consultation session message according to the consultation session message and preset user data through a consultation intention validity prediction model".

[0109] As another aspect, the present application also provides a computer-readable medium, which may be included in the device described in the above embodiment; or it may exist independently without being assembled into the device. The above computer-readable medium carries one or more programs, and when the above one or more programs are executed by the device, the computer device: obtains the consultation session message and the preset user data of the consultation user to which the consultation session message belongs; determines the intention validity information of the consultation session message according to the consultation session message and the preset user data through the consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has the consultation intention; and processes the consultation session message based on the intention validity information.

[0110] The above description is only a preferred embodiment of the present application and an explanation of the technical principles used. Those skilled in the art should understand that the scope of the invention involved in the present application is not limited to the technical solution formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above invention concept. For example, the above features are replaced with the technical features with similar functions disclosed in this application (but not limited to) by each other to form a technical solution.

Claims

1. A method for processing a session message, comprising: Acquire a consultation session message and preset user data of a consultation user to which the consultation session message belongs; Determine the intention validity information of the consultation session message according to the consultation session message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; Based on the intent validity information, the consultation session message is processed.

2. The method according to claim 1, wherein: The preset user data includes: historical consultation data of the consulting user, real-time consultation data associated with the consultation session message, and historical queuing data of the consulting user in previous consultation processes; and The method of determining the validity information of the consultation session message through the consultation intention validity prediction model according to the consultation session message and the preset user data includes: The consultation intention validity prediction model is used to determine the intention validity information based on the consultation session message, the historical consultation data, the real-time consultation data and the historical queuing data.

3. The method according to claim 1, wherein: The processing of the consultation session message based on the intent validity information includes: In response to determining that the intent validity information satisfies a preset determination condition and there is an idle customer service staff in the customer service staff set, the consultation session message is sent to the idle customer service staff to process the consultation session message.

4. The method according to claim 1, wherein: The processing of the consultation session message based on the intent validity information includes: In response to determining that the intent validity information does not satisfy a preset determination condition, and / or that there is no idle customer service personnel in the customer service personnel set, determining whether there is a historical consultation session message of the consultation user within a preset time period until the consultation user sends the consultation session message; In response to determining that the historical consultation session message exists, adding the consultation session message to a first queuing queue; For the consultation session messages in the first queuing queue, determining a target customer service staff member in the customer service staff set to process the historical consultation session messages; The consultation session message is processed by the target customer service personnel in accordance with a processing order determined based on the intent validity information.

5. The method according to claim 4, wherein: The processing of the consultation session message based on the intent validity information further includes: In response to determining that the historical consultation session message does not exist, adding the consultation session message to a second queuing queue; The consultation session messages are processed in a processing order determined based on the intent validity information.

6. The method according to claim 4 or 5, wherein: The processing of the consultation session message according to the processing order determined based on the intent validity information includes: During the waiting process of the consultation session message based on the processing order, sending consultation intention confirmation information to the consultation user, wherein the consultation intention confirmation information is used to determine whether the consultation user still has the consultation intention; In response to determining that the consulting user confirms the consulting intention confirmation information, the consulting session message is processed by a customer service staff in the customer service staff set.

7. The method according to claim 6, wherein: The step of processing the consultation session message in a processing order determined based on the intent validity information further includes: In response to determining that the consulting user has not confirmed the consulting intention confirmation information, sending the consulting intention confirmation information to the consulting user again through a virtual customer service staff in the virtual customer service staff set; In response to determining that the consulting user confirms the consulting intention confirmation information, the consulting session message is processed by a customer service staff in the customer service staff set.

8. A session message processing device, comprising: an acquisition unit configured to acquire a consultation session message and preset user data of a consultation user to which the consultation session message belongs; A determination unit is configured to determine the intention validity information of the consultation session message according to the consultation session message and the preset user data through a consultation intention validity prediction model, wherein the intention validity information is used to characterize whether the consultation user has a consultation intention; A processing unit is configured to process the consultation session message based on the intent validity information.

9. A computer readable medium having a computer program stored thereon, wherein: When the program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

10. An electronic device comprising: one or more processors; a storage device having one or more programs stored thereon, When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1 to 7.

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