Customer service processing method and device

Abstract

The invention discloses a customer service processing method and device. The method comprises the steps of obtaining demand information of a to-be-processed service, and generating a target customer service work order containing task description according to a demand; determining target problem description information matched with the task description by using a pre-constructed customer service work order knowledge graph so as to confirm a corresponding target customer service task and a plurality of target customer service personnel associated with the target customer service task; entities in the knowledge graph comprise customer service personnel and customer service tasks, attributes of the customer service personnel comprise satisfaction scores, and the customer service tasks comprise question description information; for each target customer service staff, acquiring a satisfaction score and work order processing state information of the target customer service staff, and determining a staff state score according to the satisfaction score and the work order processing state information to reflect the urgency degree of processing the work order; and combining the satisfaction score with the personnel state score to obtain a comprehensive score, and finally distributing the work order to the customer service personnel with the highest comprehensive score. The technical problem that the user satisfaction is affected due to the fact that the current customer service work order distribution is unreasonable is solved.

Description

Technical Field

[0001] The present application relates to the technical field of customer service, and more specifically, to a customer service business processing method and device. Background Art

[0002] With the rapid development of computer technology, the Internet has penetrated into people's daily lives and become an important part of modern life. It has greatly promoted people's communication and exchange, making information transmission more efficient and convenient. In view of the society's growing demand for Internet services, operator companies are faced with the challenge of improving the efficiency of platform work order processing and customer service staff. At present, the workflow of customer service staff is mainly based on the reception and allocation of work orders. The smart customer service system receives work orders from the operator platform and processes them according to the complaint location, appointment time, priority and time limit requirements of the work order. However, there is often a lack of substantial connection between these work orders, and the expertise and characteristics of customer service staff are not fully utilized during the processing process. In addition, when new work orders are generated, there is a lack of a comprehensive and systematic plan, which may lead to the failure to handle urgent work orders in a timely manner, and also increase the time cost of customer service staff when handling work orders. This situation not only affects customer satisfaction with the service, but also may have a negative impact on the personal performance and remuneration of customer service employees. In order to solve these problems, it is necessary to explore a more efficient work order processing mechanism to optimize the work efficiency of customer service staff while ensuring the quality and efficiency of customer service.

[0003] To address the above-mentioned problems, no effective solution has been proposed yet. Summary of the invention

[0004] The embodiments of the present application provide a customer service business processing method and device to at least solve the technical problem that the current customer service business work order allocation is unreasonable and affects user satisfaction.

[0005] According to one aspect of an embodiment of the present application, a customer service business processing method is provided, comprising: obtaining demand information of a business to be processed, and generating a target customer service work order based on the demand information, wherein the target customer service work order includes at least task description information; determining target problem description information matching the task description information from a pre-built customer service work order knowledge graph, determining a target customer service task corresponding to the target problem description information, and determining multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service work order knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include a satisfaction score, and the attributes of the customer service task include problem description information; for each target customer service personnel, obtaining the satisfaction score of the target customer service personnel, and obtaining the work order processing status information of the target customer service personnel, determining the personnel status score of the target customer service personnel based on the work order processing status information, and determining the comprehensive score of the target customer service personnel based on the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order; and dispatching the target customer service work order to the target customer service personnel with the highest comprehensive score.

[0006] Optionally, the process of constructing the customer service work order knowledge graph includes: obtaining multiple historical customer service work orders; for each historical customer service work order, extracting key fields in the historical customer service work order, wherein the key fields include at least: an employee number field of the person who settled the order, a reason field for settling the order, a problem description field, and a score evaluation field; determining the customer service personnel based on the employee number field of the person who settled the order, determining the customer service task based on the reason field for settling the order, determining the problem description information based on the problem description field, and determining the user's score for the customer service personnel handling the customer service task based on the score evaluation field; counting multiple customer service personnel and multiple customer service tasks corresponding to multiple historical customer service work orders as knowledge entities in the customer service work order knowledge graph, and using each problem description information as an attribute of the corresponding customer service task; for each customer service personnel and each customer service task, determining the customer service score for the customer service personnel handling the customer service task based on the scores of multiple users for the customer service personnel handling the customer service task, and using the customer service score as the association between the customer service personnel and the customer service task; for each customer service personnel, determining the corresponding satisfaction score for the customer service personnel based on the multiple customer service scores for the customer service personnel handling multiple customer service tasks, and using the satisfaction score as an attribute of the customer service personnel.

[0007] Optionally, the key fields extracted from historical customer service tickets also include: a ticket source field and a ticket type field; the attributes of the customer service task in the constructed customer service ticket knowledge graph also include: the source of the customer service task determined based on the ticket source field, and the customer service task type determined based on the ticket type field.

[0008] Optionally, determining a customer service score for the customer service personnel handling the customer service task based on scores of multiple users on the customer service personnel handling the customer service task includes: determining an average of scores of multiple users on the customer service personnel handling the customer service task, and using the average as the customer service score for the customer service personnel handling the customer service task.

[0009] Optionally, determining a satisfaction score corresponding to the customer service personnel based on multiple customer service scores of the customer service personnel handling multiple customer service tasks includes: determining an average of multiple customer service scores of the customer service personnel handling multiple customer service tasks, and using the average as the satisfaction score corresponding to the customer service personnel.

[0010] Optionally, target problem description information that matches the task description information is determined from a pre-built customer service ticket knowledge graph, including: performing word segmentation processing on the task description information to obtain a first word segmentation result; performing word segmentation processing on each problem description information in the customer service ticket knowledge graph to obtain multiple second word segmentation results; determining the similarity between the first word segmentation result and each second word segmentation result; and determining that the problem description information corresponding to the second word segmentation result that has the highest similarity to the first word segmentation result is the target problem description information that matches the task description information.

[0011] Optionally, the work order processing status information of the target customer service personnel is obtained, including: determining the first time when the target customer service personnel arrives at the task location indicated by the target customer service work order; determining the first number of the target customer service personnel's current unfinished customer service work orders; for each unfinished customer service work order, determining the work order generation time and the planned completion time of the unfinished customer service work order, determining a first time difference between the current time and the work order generation time, and determining a second time difference between the planned completion time and the first time difference as the effective time of the unfinished customer service work order, determining the second time as the sum of the effective times of all the target customer service personnel's current unfinished customer service work orders; determining the third time required for the target customer service personnel to complete all unfinished customer service work orders; and using the first time, the first number, the second time and the third time as the work order processing status information of the target customer service personnel.

[0012] Determine the personnel status score of the target customer service personnel based on the work order processing status information, including: respectively determine the first weight, second weight, third weight and fourth weight corresponding to the first time, the first quantity, the second time and the third time; perform weighted summation of the first time, the first quantity, the inverse of the second time and the third time based on the first weight, the second weight, the third weight and the fourth weight to obtain the personnel status score of the target customer service personnel.

[0013] Determine the comprehensive score of the target customer service personnel based on the satisfaction score and the personnel status score, including: respectively determine the fifth weight and the sixth weight corresponding to the satisfaction score and the personnel status score; and perform weighted difference on the satisfaction score and the personnel status score based on the fifth weight and the sixth weight to obtain the comprehensive score of the target customer service personnel.

[0014] According to another aspect of an embodiment of the present application, a customer service business processing device is also provided, including: a work order generation module, used to obtain demand information of a to-be-processed business, and generate a target customer service work order based on the demand information, wherein the target customer service work order at least includes task description information; a personnel screening module, used to determine target problem description information matching the task description information from a pre-built customer service work order knowledge graph, determine a target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service work order knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include satisfaction scores, and the attributes of the customer service tasks include problem description information; a personnel scoring module, used to obtain the satisfaction score of the target customer service personnel for each target customer service personnel, and obtain the work order processing status information of the target customer service personnel, determine the personnel status score of the target customer service personnel based on the work order processing status information, and determine the comprehensive score of the target customer service personnel based on the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order; a work order dispatching module, used to dispatch the target customer service work order to the target customer service personnel with the highest comprehensive score. According to another aspect of an embodiment of the present application, a computer program product is further provided, the computer program product comprising: a computer program, wherein when the computer program is executed by a processor, the above-mentioned customer service business processing method is implemented.

[0015] According to another aspect of an embodiment of the present application, an electronic device is further provided, which includes: a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to execute the above-mentioned customer service business processing method through the computer program.

[0016] In an embodiment of the present application, a plurality of historical customer service work orders are obtained; for each historical customer service work order, key fields in the historical customer service work order are extracted, wherein the key fields include at least: an employee number field of the person who closes the order, a reason field for closing the order, a problem description field, and a score evaluation field; the customer service personnel are determined based on the employee number field of the person who closes the order, the customer service task is determined based on the reason field for closing the order, the problem description information is determined based on the problem description field, and the user's score for the customer service personnel handling the customer service task is determined based on the score evaluation field; a plurality of customer service personnel and a plurality of customer service tasks corresponding to a plurality of historical customer service work orders are counted as knowledge entities in a customer service work order knowledge graph, and each problem description information is used as an attribute of the corresponding customer service task; for each customer service personnel and each customer service task, a customer service score for the customer service personnel handling the customer service task is determined based on a plurality of users' scores for the customer service personnel handling the customer service task, and the customer service score is used as an association between the customer service personnel and the customer service task; for each customer service personnel, a satisfaction score corresponding to the customer service personnel is determined based on a plurality of customer service scores for the customer service personnel handling a plurality of customer service tasks, and the satisfaction score is used as an attribute of the customer service personnel. Through the above method, the knowledge information of customer service work orders can be utilized to the maximum extent, and then based on the constructed customer service work order knowledge graph, combined with customer service task requirements, location coordinates in the work order and other information, new work orders can be dispatched to work order processing personnel, thereby improving the work efficiency of customer service work orders, and thus solving the current technical problem of unreasonable distribution of customer service business work orders and affecting user satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] The drawings described herein are used to provide a further understanding of the present application and constitute a part of the present application. The illustrative embodiments of the present application and their descriptions are used to explain the present application and do not constitute an improper limitation on the present application. In the drawings:

[0018] Figure 1 It is a flowchart of an optional customer service business processing method according to an embodiment of the present application;

[0019] Figure 2 It is a schematic diagram of an optional customer service work order knowledge graph according to an embodiment of the present application;

[0020] Figure 3 is a structural diagram of an optional customer service business processing device according to an embodiment of the present application;

[0021] Figure 4 It is a schematic diagram of the structure of an optional electronic device according to an embodiment of the present application. DETAILED DESCRIPTION

[0022] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present application.

[0023] It should be noted that the terms "first", "second", etc. in the specification, claims and drawings of the present application are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable where appropriate, so that the embodiments of the present application described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device comprising a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0024] Example 1

[0025] According to an embodiment of the present application, a customer service business processing method is provided. It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a set of computer executable instructions, and although a logical order is shown in the flowchart, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0026] Figure 1 is a flowchart of a customer service business processing method provided according to an embodiment of the present application, such as Figure 1 As shown, the method comprises the following steps:

[0027] Step S102, obtaining demand information of the business to be processed, and generating a target customer service work order according to the demand information, wherein the target customer service work order at least includes task description information;

[0028] Step S104, determining target problem description information matching the task description information from the pre-built customer service ticket knowledge graph, determining a target customer service task corresponding to the target problem description information, and determining a plurality of target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service ticket knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include satisfaction scores, and the attributes of the customer service tasks include problem description information;

[0029] Step S106: for each target customer service personnel, obtain the satisfaction score of the target customer service personnel and the work order processing status information of the target customer service personnel, determine the personnel status score of the target customer service personnel according to the work order processing status information, and determine the comprehensive score of the target customer service personnel according to the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order;

[0030] Step S108, dispatching the target customer service work order to the target customer service personnel with the highest comprehensive score.

[0031] The following describes each step of the customer service business processing method in conjunction with a specific implementation process.

[0032] In order to maximize the use of customer service ticket knowledge information to improve customer service ticket work efficiency, it is necessary to first build a customer service ticket knowledge graph. The construction process of the customer service ticket knowledge graph can be carried out in the following steps:

[0033] S1, obtain multiple historical customer service tickets;

[0034] S2, extracting key fields from each historical customer service ticket, wherein the key fields include at least: a settlement employee number field, a settlement reason field, a problem description field, and a score evaluation field;

[0035] Optionally, the key fields extracted from the historical customer service tickets also include: a ticket source field and a ticket type field; the attributes of the customer service task in the constructed customer service ticket knowledge graph also include: the customer service task source determined according to the ticket source field, and the customer service task type determined according to the ticket type field. The specific customer service ticket data list can be shown in Table 1:

[0036] Table 1 Customer service work order data list

[0037]

[0038]

[0039] S3, determine the customer service staff according to the settlement staff number field, determine the customer service task according to the settlement reason field, determine the problem description information according to the problem description field, and determine the user's score for the customer service staff's handling of the customer service task according to the score evaluation field;

[0040] S4, counting multiple customer service personnel and multiple customer service tasks corresponding to multiple historical customer service tickets as knowledge entities in the customer service ticket knowledge graph, and taking each problem description information as the attribute of the corresponding customer service task;

[0041] S5, for each customer service staff and each customer service task, determining a customer service score for the customer service staff in handling the customer service task based on scores of multiple users on the customer service staff in handling the customer service task, and using the customer service score as an association relationship between the customer service staff and the customer service task;

[0042] S6: For each customer service staff, determine a satisfaction score corresponding to the customer service staff according to multiple customer service scores of the customer service staff in handling multiple customer service tasks, and use the satisfaction score as an attribute of the customer service staff.

[0043] For example, suppose there are N customer service personnel and there are M customer service tasks in total. In the historical data, the nth customer service personnel performed the mth customer service task k times and obtained k scoring evaluation values. Then the customer service score of the mth customer service task of the nth customer service staff is expressed as Defined as:

[0044]

[0045] In the formula, i represents a certain scoring evaluation value, which is between 1-k.

[0046] Further, by evaluating the scores of each type of customer service task obtained by the customer service staff, the customer service staff's satisfaction score can be calculated. kg represents the information based on the knowledge graph. Assume that the nth customer service staff has performed m n The score of each type of customer service task can be obtained by formula (1). The score of each type of customer service task of the customer service personnel is summed to obtain the corresponding satisfaction score of the customer service personnel. Defined as:

[0047]

[0048] Where N(·) represents the normalization operation, which is normalized to between 0 and 10.

[0049] Through the above steps, a customer service ticket knowledge graph is constructed, in which the knowledge entities include customer service personnel and customer service tasks. The attributes of customer service personnel include satisfaction scores, and the attributes of customer service tasks include problem description information. Figure 2 , solid lines represent associations, and dotted lines represent attributes. Figure 2 The work order task is the customer service task of the embodiment of the present application, and the work order employee number refers to the customer service personnel of the embodiment of the present application.

[0050] By constructing a knowledge graph of customer service tickets, the customer service process can be sorted out to better explore the relationship between customer service personnel. For example, if two customer service personnel are connected to multiple identical customer service tasks, it means that the two customer service personnel have similar professional skills and can replace each other in the customer service process, thereby achieving a better characterization of the characteristics of customer service personnel. Secondly, the relationship between tickets can be better explored. For example, if two customer service tasks are often handled by the same customer service personnel, it can be explained that the processing methods of these two types of customer service tasks are similar.

[0051] After constructing the customer service work order knowledge graph, the specific process of utilizing the customer service work order knowledge graph can be carried out through the following steps: first, obtain the demand information of the business to be processed, and generate a target customer service work order based on the demand information, wherein the target customer service work order includes at least task description information; secondly, determine the target problem description information that matches the task description information from the pre-built customer service work order knowledge graph; then, determine the target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task.

[0052] As an optional implementation, the above process can be specifically implemented by taking the following steps:

[0053] First, demand information of the business to be processed is obtained, and a target customer service work order is generated according to the demand information, wherein the target customer service work order at least includes task description information.

[0054] Secondly, determine the target problem description information that matches the task description information from the pre-built customer service ticket knowledge graph. The process is as follows: perform word segmentation on the task description information to obtain the first word segmentation result, then perform word segmentation on each problem description information in the customer service ticket knowledge graph to obtain multiple second word segmentation results; determine the similarity between the first word segmentation result and each second word segmentation result; determine that the problem description information corresponding to the second word segmentation result with the highest similarity to the first word segmentation result is the target problem description information that matches the task description information.

[0055] Subsequently, a target customer service task corresponding to the target problem description information is determined, and multiple target customer service personnel associated with the target customer service task are determined. The process is as follows: For each target customer service personnel, the satisfaction score of the target customer service personnel is obtained, and the work order processing status information of the target customer service personnel is obtained. The personnel status score of the target customer service personnel is determined based on the work order processing status information. The personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order. Finally, the comprehensive score of the target customer service personnel is determined based on the satisfaction score and the personnel status score.

[0056] Among them, obtaining the work order processing status information of the target customer service personnel includes: determining the first time when the target customer service personnel arrives at the task location indicated by the target customer service work order; determining the first number of the target customer service personnel's current unfinished customer service work orders; for each unfinished customer service work order, determining the work order generation time and the planned completion time of the unfinished customer service work order, determining the first time difference between the current time and the work order generation time, and determining the second time difference between the planned completion time and the first time difference as the effective time of the unfinished customer service work order, determining the sum of the effective times of all the target customer service personnel's current unfinished customer service work orders as the second time; determining the third time required for the target customer service personnel to complete all the unfinished customer service work orders; and using the first time, the first number, the second time and the third time as the work order processing status information of the target customer service personnel.

[0057] Finally, the comprehensive score of the target customer service staff is determined based on the satisfaction score and the personnel status score: the fifth weight and the sixth weight corresponding to the satisfaction score and the personnel status score are determined respectively; the satisfaction score and the personnel status score are weighted and differed according to the fifth weight and the sixth weight to obtain the comprehensive score of the target customer service staff.

[0058] Finally, the target customer service ticket is sent to the target customer service staff with the highest comprehensive score.

[0059] For example, there are n1 people, represented by {p1, p2, ..., p n1}, the satisfaction score of each customer service staff based on the customer service ticket knowledge graph is

[0060] Locate the real-time or preset coordinates of the customer service staff, consider the distance between the target customer service work order (i.e., the new customer service work order) and the customer service staff, road conditions, weather, etc., and obtain the customer service staff {p1, p2, ..., p n The first time NT for each person to arrive at the task location indicated by the target customer service work order is normalized from 0 to 10. As of the appearance of the target customer service work order, the total number of unfinished customer service work orders for each customer service staff is counted, that is, the first number N, and normalized from 0 to 10. Assume that the longest time from order receipt to on-site customer service for each order does not exceed t time, that is, the planned completion time (for example, 2 hours). If this time is exceeded, the customer service work order is considered to have timed out and not completed, and may be complained by the customer. The effective time of the i-th customer service work order of customer service staff A is expressed as:

[0061]

[0062] In the formula, now time Indicates the current moment, represents the time when the i-th customer service ticket of the customer service staff is generated, t represents the planned completion time, and t iIndicates the validity period of the i-th customer service ticket of customer service staff A.

[0063] Then the sum of the effective time of all the unfinished customer service tickets of customer service staff A, that is, the second time, is expressed as:

[0064]

[0065] In the formula, N represents the total number of unfinished customer service tickets currently owned by customer service staff A.

[0066] The sum of events required for customer service staff A to complete all unfinished customer service tickets, that is, the third time, is NT.

[0067] Among them, the personnel status score of the target customer service personnel is determined based on the work order processing status information, and the following steps are adopted: determine the first weight, second weight, third weight and fourth weight corresponding to the first time, first quantity, second time and third time respectively; perform weighted summation of the first time, first quantity, the inverse of the second time and the third time according to the first weight, second weight, third weight and fourth weight to obtain the personnel status score of the target customer service personnel.

[0068] For example, design the status score of customer service staff based on the above data t means real-time. The lower the score, the less urgent the customer service staff's current work order is, and the more urgent the work order can be assigned. Therefore, the status score of the nth customer service staff based on real-time information is The definition is as follows:

[0069]

[0070] The specific f(·) function can have many forms. The embodiment of the present application is expressed in the form of linear regression as follows:

[0071]

[0072] Among them, a1, a2, a3 and a4 are the importance ratios of the four factors, which can be learned or set by business experts based on experience. The smaller the value of is, the more qualified the customer service staff is to assign new work orders. Finally, by integrating the satisfaction score based on the knowledge graph and the staff status score based on real-time information, the customer service staff's new work order score s can be obtained. n :

[0073]

[0074] Among them, w1 and w2 represent the importance of knowledge graph and real-time factors respectively, which can be determined by business experts and ultimately used by customer service personnel. The scores are sorted, and the one with the highest score will be the first to be assigned the new work order.

[0075] In an embodiment of the present application, a plurality of historical customer service work orders are obtained; for each historical customer service work order, key fields in the historical customer service work order are extracted, wherein the key fields include at least: an employee number field of the person who closes the order, a reason field for closing the order, a problem description field, and a score evaluation field; the customer service personnel are determined based on the employee number field of the person who closes the order, the customer service task is determined based on the reason field for closing the order, the problem description information is determined based on the problem description field, and the user's score for the customer service personnel handling the customer service task is determined based on the score evaluation field; a plurality of customer service personnel and a plurality of customer service tasks corresponding to a plurality of historical customer service work orders are counted as knowledge entities in a customer service work order knowledge graph, and each problem description information is used as an attribute of the corresponding customer service task; for each customer service personnel and each customer service task, a customer service score for the customer service personnel handling the customer service task is determined based on a plurality of users' scores for the customer service personnel handling the customer service task, and the customer service score is used as an association between the customer service personnel and the customer service task; for each customer service personnel, a satisfaction score corresponding to the customer service personnel is determined based on a plurality of customer service scores for the customer service personnel handling a plurality of customer service tasks, and the satisfaction score is used as an attribute of the customer service personnel. Through the above method, the knowledge information of customer service work orders can be utilized to the maximum extent, and then based on the constructed customer service work order knowledge graph, combined with customer service task requirements, location coordinates in the work order and other information, new work orders can be dispatched to work order processing personnel, thereby improving the work efficiency of customer service work orders, and thus solving the current technical problem of unreasonable distribution of customer service business work orders and affecting user satisfaction.

[0076] Example 2

[0077] According to an embodiment of the present application, a customer service service processing device for implementing the customer service service processing method in embodiment 1 is also provided. Figure 3 As shown, the customer service business processing device at least includes: a work order generation module 31, a personnel screening module 32, a personnel scoring module 33 and a work order dispatching module 34, wherein:

[0078] The work order generation module 31 is used to obtain the demand information of the business to be processed, and generate a target customer service work order according to the demand information, wherein the target customer service work order at least includes task description information;

[0079] A personnel screening module 32 is used to determine target problem description information matching the task description information from a pre-built customer service ticket knowledge graph, determine a target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service ticket knowledge graph include: customer service personnel and customer service tasks, the attributes of customer service personnel include satisfaction scores, and the attributes of customer service tasks include problem description information;

[0080] The personnel scoring module 33 is used to obtain the satisfaction score of each target customer service personnel and the work order processing status information of the target customer service personnel, determine the personnel status score of the target customer service personnel according to the work order processing status information, and determine the comprehensive score of the target customer service personnel according to the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order;

[0081] The work order dispatching module 34 is used to dispatch the target customer service work order to the target customer service personnel with the highest comprehensive score.

[0082] The functions of each module of the customer service business processing device are described below in conjunction with a specific implementation process.

[0083] In order to maximize the use of customer service ticket knowledge information to improve customer service ticket work efficiency, it is necessary to first build a customer service ticket knowledge graph. The construction process of the customer service ticket knowledge graph can be carried out in the following steps:

[0084] S1, obtain multiple historical customer service tickets;

[0085] S2, extracting key fields from each historical customer service ticket, wherein the key fields include at least: a settlement employee number field, a settlement reason field, a problem description field, and a score evaluation field;

[0086] Optionally, the key fields extracted from the historical customer service work orders also include: a work order source field and a work order type field; the attributes of the customer service task in the constructed customer service work order knowledge graph also include: the source of the customer service task determined according to the work order source field, and the type of the customer service task determined according to the work order type field. The above customer service work order data list is shown in Table 1:

[0087] Table 1 Customer service work order data list

[0088]

[0089] S3, determine the customer service staff according to the settlement staff number field, determine the customer service task according to the settlement reason field, determine the problem description information according to the problem description field, and determine the user's score for the customer service staff's handling of the customer service task according to the score evaluation field;

[0090] S4, counting multiple customer service personnel and multiple customer service tasks corresponding to multiple historical customer service tickets as knowledge entities in the customer service ticket knowledge graph, and taking each problem description information as the attribute of the corresponding customer service task;

[0091] S5, for each customer service staff and each customer service task, determining a customer service score for the customer service staff in handling the customer service task based on scores of multiple users on the customer service staff in handling the customer service task, and using the customer service score as an association relationship between the customer service staff and the customer service task;

[0092] S6: For each customer service staff, determine a satisfaction score corresponding to the customer service staff according to multiple customer service scores of the customer service staff in handling multiple customer service tasks, and use the satisfaction score as an attribute of the customer service staff.

[0093] Through the above steps, a customer service work order knowledge graph is constructed, in which the knowledge entities include customer service personnel and customer service tasks. The attributes of customer service personnel include satisfaction scores, and the attributes of customer service tasks include problem description information.

[0094] By constructing a knowledge graph of customer service tickets, the customer service process can be sorted out to better explore the relationship between customer service personnel. For example, if two customer service personnel are connected to multiple identical customer service tasks, it means that the two customer service personnel have similar professional skills and can replace each other in the customer service process, thereby achieving a better characterization of the characteristics of customer service personnel. Secondly, the relationship between tickets can be better explored. For example, if two customer service tasks are often handled by the same customer service personnel, it can be explained that the processing methods of these two types of customer service tasks are similar.

[0095] After constructing the customer service work order knowledge graph, the specific process of utilizing the customer service work order knowledge graph can be carried out through the following steps: first, obtain the demand information of the business to be processed, and generate a target customer service work order based on the demand information, wherein the target customer service work order includes at least task description information; secondly, determine the target problem description information that matches the task description information from the pre-built customer service work order knowledge graph; then, determine the target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task.

[0096] As an optional implementation, the above process can be specifically implemented by taking the following steps:

[0097] First, the acquisition module acquires demand information of the business to be processed, and generates a target customer service work order based on the demand information, wherein the target customer service work order at least includes task description information.

[0098] Secondly, the personnel screening module determines the target problem description information that matches the task description information from the pre-built customer service ticket knowledge graph. The process is as follows: perform word segmentation on the task description information to obtain the first word segmentation result, and then perform word segmentation on each problem description information in the customer service ticket knowledge graph to obtain multiple second word segmentation results; determine the similarity between the first word segmentation result and each second word segmentation result; determine that the problem description information corresponding to the second word segmentation result with the highest similarity to the first word segmentation result is the target problem description information that matches the task description information.

[0099] Subsequently, the target customer service task corresponding to the target problem description information is determined, and multiple target customer service personnel associated with the target customer service task are determined. The process is as follows: For each target customer service personnel, the personnel scoring module obtains the satisfaction score of the target customer service personnel and the work order processing status information of the target customer service personnel, and determines the personnel status score of the target customer service personnel based on the work order processing status information. The personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order. Finally, the comprehensive score of the target customer service personnel is determined based on the satisfaction score and the personnel status score.

[0100] Among them, obtaining the work order processing status information of the target customer service personnel includes: determining the first time when the target customer service personnel arrives at the task location indicated by the target customer service work order; determining the first number of the target customer service personnel's current unfinished customer service work orders; for each unfinished customer service work order, determining the work order generation time and the planned completion time of the unfinished customer service work order, determining the first time difference between the current time and the work order generation time, and determining the second time difference between the planned completion time and the first time difference as the effective time of the unfinished customer service work order, determining the sum of the effective times of all the target customer service personnel's current unfinished customer service work orders as the second time; determining the third time required for the target customer service personnel to complete all the unfinished customer service work orders; and using the first time, the first number, the second time and the third time as the work order processing status information of the target customer service personnel.

[0101] Among them, the personnel status score of the target customer service personnel is determined based on the work order processing status information, and the following steps are adopted: determine the first weight, second weight, third weight and fourth weight corresponding to the first time, first quantity, second time and third time respectively; perform weighted summation of the first time, first quantity, the inverse of the second time and the third time according to the first weight, second weight, third weight and fourth weight to obtain the personnel status score of the target customer service personnel.

[0102] Finally, the comprehensive score of the target customer service staff is determined based on the satisfaction score and the personnel status score: the fifth weight and the sixth weight corresponding to the satisfaction score and the personnel status score are determined respectively; the satisfaction score and the personnel status score are weighted and differed according to the fifth weight and the sixth weight to obtain the comprehensive score of the target customer service staff.

[0103] Finally, the work order dispatching module dispatches the target customer service work order to the target customer service personnel with the highest comprehensive score.

[0104] It should be noted that each module in the customer service business processing device in the embodiment of the present application corresponds one by one to each implementation step of the customer service business processing method in Example 1. Since a detailed description has been given in Example 1, some details not reflected in this embodiment can be referred to Example 1 and will not be repeated here.

[0105] Example 3

[0106] According to an embodiment of the present application, a computer program product is also provided. The computer program product includes a computer program, wherein when the computer program is executed by a processor, the customer service business processing method in Example 1 is implemented.

[0107] According to an embodiment of the present application, a non-volatile storage medium is also provided, which includes a stored computer program, wherein the device where the non-volatile storage medium is located executes the customer service business processing method in Example 1 by running the computer program.

[0108] According to an embodiment of the present application, a processor is also provided, which is used to run a computer program, wherein the customer service business processing method in Example 1 is executed when the computer program is running.

[0109] According to an embodiment of the present application, an electronic device is also provided, which includes: a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to execute the customer service business processing method in Example 1 through the computer program.

[0110] Specifically, when the computer program is running, the following steps are executed: obtaining demand information of the business to be processed, and generating a target customer service work order based on the demand information, wherein the target customer service work order includes at least task description information; determining target problem description information that matches the task description information from a pre-built customer service work order knowledge graph, determining a target customer service task corresponding to the target problem description information, and determining multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service work order knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include satisfaction scores, and the attributes of the customer service tasks include problem description information; for each target customer service personnel, obtaining the satisfaction score of the target customer service personnel, and obtaining the work order processing status information of the target customer service personnel, determining the personnel status score of the target customer service personnel based on the work order processing status information, and determining the comprehensive score of the target customer service personnel based on the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order; dispatching the target customer service work order to the target customer service personnel with the highest comprehensive score.

[0111] As an optional implementation, the electronic device may be in the form of a mobile terminal, a computer terminal or a similar computing device. Figure 4 The hardware structure block diagram of an electronic device for implementing a customer service business processing method is shown. Figure 4As shown, the electronic device 40 may include one or more (402a, 402b, ..., 402n are used to illustrate) processors 402 (the processor 402 may include but is not limited to a processing device such as a microprocessor MCU or a programmable logic device FPGA), a memory 404 for storing data, and a transmission device 406 for communication functions. In addition, it may also include: a display, an input / output interface (I / O interface), a universal serial bus (USB) port (which may be included as one of the ports of the BUS bus), a network interface, a power supply and / or a camera. It can be understood by those skilled in the art that Figure 4 The structure shown is only for illustration and does not limit the structure of the above electronic device. Figure 4 More or fewer components as shown, or with Figure 4 Different configurations are shown.

[0112] It should be noted that the one or more processors 402 and / or other data processing circuits described above may generally be referred to herein as "data processing circuits". The data processing circuits may be embodied in whole or in part as software, hardware, firmware, or any other combination thereof. In addition, the data processing circuit may be a single independent processing module, or may be incorporated in whole or in part into any of the other components in the electronic device 40. As described in the embodiments of the present application, the data processing circuit acts as a processor control (e.g., selection of a variable resistor terminal path connected to an interface).

[0113] The memory 404 can be used to store software programs and modules of application software, such as the program instructions / data storage device corresponding to the customer service business processing method in the embodiment of the present application. The processor 402 executes various functional applications and data processing by running the software programs and modules stored in the memory 404, that is, realizing the vulnerability detection method of the above-mentioned application. The memory 404 may include a high-speed random access memory, and may also include a non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory 404 may further include a memory remotely arranged relative to the processor 402, and these remote memories may be connected to the electronic device 40 via a network. Examples of the above-mentioned network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0114] The transmission device 406 is used to receive or send data via a network. The specific example of the above network may include a wireless network provided by a communication provider of the electronic device 40. In one example, the transmission device 406 includes a network adapter (Network Interface Controller, NIC), which can be connected to other network devices through a base station so as to communicate with the Internet. In one example, the transmission device 406 can be a radio frequency (RF) module, which is used to communicate with the Internet wirelessly.

[0115] The display may be, for example, a touch screen liquid crystal display (LCD) that enables a user to interact with a user interface of the electronic device 40 .

[0116] The serial numbers of the above embodiments are only for description and do not represent the advantages or disadvantages of the embodiments.

[0117] In the above embodiments of the present application, the description of each embodiment has its own emphasis. For parts that are not described in detail in a certain embodiment, please refer to the relevant description of other embodiments.

[0118] In the several embodiments provided in this application, it should be understood that the disclosed technical content can be implemented in other ways. Among them, the device embodiments described above are only schematic. For example, the division of units can be a logical function division. There may be other division methods in actual implementation. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of units or modules, which can be electrical or other forms.

[0119] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed over multiple units. Some or all of the units may be selected according to actual needs to achieve the purpose of the present embodiment.

[0120] In addition, each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware or in the form of software functional units.

[0121] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present application, or the part that contributes to the prior art or all or part of the technical solution, can be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for a computer device (which can be a personal computer, server or network device, etc.) to perform all or part of the steps of each embodiment method of the present application. The aforementioned storage medium includes: U disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), mobile hard disk, disk or optical disk, etc. Various media that can store program codes.

[0122] The above are only preferred implementations of the present application. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principles of the present application. These improvements and modifications should also be regarded as the scope of protection of the present application.

Claims

1. A customer service business processing method, characterized in that: include: Obtaining demand information of the business to be processed, and generating a target customer service work order based on the demand information, wherein the target customer service work order at least includes task description information; Determine the target problem description information matching the task description information from the pre-built customer service work order knowledge graph, determine the target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service work order knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include satisfaction scores, and the attributes of the customer service tasks include problem description information; For each of the target customer service personnel, obtain the satisfaction score of the target customer service personnel and the work order processing status information of the target customer service personnel, determine the personnel status score of the target customer service personnel according to the work order processing status information, and determine the comprehensive score of the target customer service personnel according to the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order; The target customer service work order is dispatched to the target customer service personnel with the highest comprehensive score.

2. The method according to claim 1, characterized in that The construction process of the customer service work order knowledge graph includes: Get multiple historical customer service tickets; For each of the historical customer service tickets, extract key fields in the historical customer service tickets, wherein the key fields include at least: a settlement employee number field, a settlement reason field, a problem description field, and a score evaluation field; determine the customer service staff according to the settlement employee number field, determine the customer service task according to the settlement reason field, determine the problem description information according to the problem description field, and determine the user's score for the customer service staff handling the customer service task according to the score evaluation field; Counting multiple customer service personnel and multiple customer service tasks corresponding to multiple historical customer service tickets as knowledge entities in the customer service ticket knowledge graph, and using each of the problem description information as an attribute of the corresponding customer service task; For each customer service staff and each customer service task, determine the customer service score of the customer service staff for handling the customer service task according to the scores of multiple users on the customer service staff for handling the customer service task, and use the customer service score as the association relationship between the customer service staff and the customer service task; For each customer service staff, a satisfaction score corresponding to the customer service staff is determined according to a plurality of customer service scores of the customer service staff in handling a plurality of customer service tasks, and the satisfaction score is used as an attribute of the customer service staff.

3. The method according to claim 2, characterized in that The key fields extracted from the historical customer service tickets also include: a ticket source field and a ticket type field; The attributes of the customer service task in the constructed customer service work order knowledge graph also include: the source of the customer service task determined based on the work order source field, and the type of customer service task determined based on the work order type field.

4. The method according to claim 2, characterized in that: Determining a customer service score for the customer service personnel in handling the customer service task according to scores of multiple users on the customer service personnel in handling the customer service task includes: An average value of scores of multiple users on the customer service personnel handling the customer service task is determined, and the average value is used as the customer service score of the customer service personnel handling the customer service task.

5. The method according to claim 2, characterized in that: Determining a satisfaction score corresponding to the customer service personnel according to the multiple customer service scores of the customer service personnel handling the multiple customer service tasks includes: An average value of a plurality of the customer service scores for the customer service personnel handling a plurality of customer service tasks is determined, and the average value is used as the satisfaction score corresponding to the customer service personnel.

6. The method according to claim 1, characterized in that Determine the target problem description information that matches the task description information from the pre-built customer service ticket knowledge graph, including: Performing word segmentation processing on the task description information to obtain a first word segmentation result; Perform word segmentation processing on each problem description information in the customer service work order knowledge graph to obtain multiple second word segmentation results; Determine the similarity between the first word segmentation result and each of the second word segmentation results; The problem description information corresponding to the second word segmentation result having the highest similarity to the first word segmentation result is determined as the target problem description information matching the task description information.

7. The method according to claim 1, characterized in that Obtain the work order processing status information of the target customer service personnel, including: Determine the first time that the target customer service personnel arrives at the task location indicated by the target customer service work order; Determine a first number of customer service work orders that are currently not completed by the target customer service personnel; For each of the unfinished customer service work orders, determine the work order generation time and the planned completion time of the unfinished customer service work order, determine a first time difference between the current time and the work order generation time, and determine a second time difference between the planned completion time and the first time difference as the effective time of the unfinished customer service work order, and determine the sum of the effective times of all the current unfinished customer service work orders of the target customer service personnel as the second time; Determine a third time required for the target customer service personnel to complete all the unfinished customer service work orders; The first time, the first quantity, the second time, and the third time are used as the work order processing status information of the target customer service staff.

8. The method according to claim 7, characterized in that Determining the personnel status score of the target customer service personnel according to the work order processing status information includes: respectively determine a first weight, a second weight, a third weight, and a fourth weight corresponding to the first time, the first quantity, the second time, and the third time; The first time, the first quantity, the inverse of the second time and the third time are weightedly summed according to the first weight, the second weight, the third weight and the fourth weight to obtain the personnel status score of the target customer service personnel.

9. The method according to claim 1, characterized in that: Determining the comprehensive score of the target customer service staff according to the satisfaction score and the staff status score includes: Determine a fifth weight and a sixth weight corresponding to the satisfaction score and the personnel status score respectively; The satisfaction score and the personnel status score are weighted and subtracted according to the fifth weight and the sixth weight to obtain the comprehensive score of the target customer service personnel.

10. A customer service business processing device, characterized in that: include: A work order generation module, used to obtain demand information of the business to be processed, and generate a target customer service work order according to the demand information, wherein the target customer service work order at least includes task description information; A personnel screening module is used to determine target problem description information matching the task description information from a pre-built customer service work order knowledge graph, determine a target customer service task corresponding to the target problem description information, and determine multiple target customer service personnel associated with the target customer service task, wherein the knowledge entities in the customer service work order knowledge graph include: customer service personnel and customer service tasks, the attributes of the customer service personnel include satisfaction scores, and the attributes of the customer service tasks include problem description information; A personnel scoring module is used to obtain, for each of the target customer service personnel, a satisfaction score of the target customer service personnel and work order processing status information of the target customer service personnel, determine the personnel status score of the target customer service personnel according to the work order processing status information, and determine the comprehensive score of the target customer service personnel according to the satisfaction score and the personnel status score, wherein the personnel status score is used to reflect the urgency of the target customer service personnel in processing the work order; The work order dispatching module is used to dispatch the target customer service work order to the target customer service personnel with the highest comprehensive score.

11. A computer program product, characterized in that include: A computer program, wherein when the computer program is executed by a processor, the customer service business processing method described in any one of claims 1 to 9 is implemented.

12. An electronic device, characterized in that: include: A memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the customer service business processing method according to any one of claims 1 to 9 through the computer program.

Images