Automatic message distribution client method, device and equipment and storage medium

Abstract

The invention discloses an automatic message distribution client method, device and equipment and a storage medium, and relates to the technical field of computers, and the method comprises the steps: obtaining user information corresponding to a user account when message information sent by the user account is received; querying a customer service device of which the corresponding matching condition is matched with the user information; determining a target customer service client matched with the user information in customer service clients connected with the customer service device; and distributing the message information to a customer service client corresponding to the target customer service staff.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to a method, device, equipment and storage medium for automatically allocating messages to clients. Background Art

[0002] The customer service system includes the customer service client, user client and customer service management backend. The customer service client involves online chat customer service, work order processing customer service, inbound and outbound customer service. The message in the customer service system refers to an active message from the user when there is no customer service reception. It enters the message list and the customer service actively checks and replies when he is free. The message is either directly entered into the message list or directly connected to the customer service that received it before.

[0003] The former requires all customer service staff to filter out the messages they need to reply to from the list, or be assigned by the administrator. Although the latter can be directly replied by the customer service, it is not flexible enough, and most messages are the first time and cannot be matched with the corresponding customer service. The administrator needs to check the messages one by one before assigning the customer service, and it is easy to make mistakes in the assignment. Summary of the invention

[0004] The purpose of this application is to provide a method, device, equipment and storage medium for automatically assigning messages to clients.

[0005] To achieve the above objectives, this application provides the following solutions:

[0006] In a first aspect, the present application provides a method for automatically assigning messages to clients, comprising:

[0007] When receiving a message sent by a user account, obtaining user information corresponding to the user account;

[0008] Querying a customer service device whose corresponding matching condition matches the user information;

[0009] Determining a target customer service client that matches the user information among the customer service clients connected to the customer service device;

[0010] The message information is distributed to the customer service client corresponding to the target customer service personnel.

[0011] Optionally, when the user information includes multiple types of field information, the matching condition includes a field matching condition corresponding to each type of field information;

[0012] The step of querying a customer service device corresponding to a matching condition that matches the user information includes:

[0013] Searching for customer service devices whose matching conditions for each field are consistent with the corresponding field information;

[0014] Determining the customer service status of the customer service client to which the customer service device is connected;

[0015] A target customer service client is selected from the customer service clients according to the customer service status and the level corresponding to each customer service client.

[0016] Optionally, the step of selecting a target customer service client from the customer service clients according to the customer service status and the level corresponding to each customer service client includes:

[0017] The customer service client with the highest level among the customer service clients whose customer service status is idle and available is used as the target customer service client.

[0018] Optionally, the step of taking the customer service client with the highest level among the customer service clients whose customer service status is idle and available as the target customer service client includes:

[0019] When there is a designated customer service client in the customer service device, determining whether the customer service status of the designated customer service client is an idle and available status;

[0020] When the customer service status of the designated customer service client is an idle and available status, determining the designated customer service client as a target customer service client;

[0021] When the customer service status of the designated customer service client is not an idle and available state, the customer service client with the highest level among the customer service clients with an idle and available state is used as the target customer service client.

[0022] Optionally, the field matching condition is at least one of the following:

[0023] The field information is first field information;

[0024] The field information is not the second field information;

[0025] The field information includes third field information;

[0026] The field information does not include the fourth field information;

[0027] The field information includes any five field information;

[0028] The field information does not include any sixth field information.

[0029] Optionally, the field information includes at least one of source information, tag information, and IP address information.

[0030] Optionally, the field information further includes: custom field information, and the method further includes:

[0031] After the user account logs into the system, determine whether the user has configured custom field information;

[0032] When the user has not configured the custom field information, generating the custom field information corresponding to the user account according to the configuration information sent by the user account;

[0033] After the step of obtaining the user information corresponding to the user account, the method further includes:

[0034] The custom field information is added to the user information.

[0035] In a second aspect, the present application provides an automated message distribution client device, comprising:

[0036] An acquisition module, used to acquire user information corresponding to the user account when receiving message information sent by the user account;

[0037] A query module, used to query a customer service device whose corresponding matching condition matches the user information;

[0038] Determining a target customer service client that matches the user information among the customer service clients connected to the customer service device;

[0039] The distribution module is used to distribute the message information to the customer service client corresponding to the target customer service personnel.

[0040] Optionally, when the user information includes multiple types of field information, the matching condition includes a field matching condition corresponding to each type of field information;

[0041] The query module is also used for:

[0042] Searching for customer service devices whose matching conditions for each field are consistent with the corresponding field information;

[0043] Determining the customer service status of the customer service client to which the customer service device is connected;

[0044] A target customer service client is selected from the customer service clients according to the customer service status and the level corresponding to each customer service client.

[0045] Optionally, the query module is further used to:

[0046] The customer service client with the highest level among the customer service clients whose customer service status is idle and available is used as the target customer service client.

[0047] Optionally, the query module is further used to:

[0048] When there is a designated customer service client in the customer service device, determining whether the customer service status of the designated customer service client is an idle and available status;

[0049] When the customer service status of the designated customer service client is an idle and available status, determining the designated customer service client as a target customer service client;

[0050] When the customer service status of the designated customer service client is not an idle and available state, the customer service client with the highest level among the customer service clients with an idle and available state is used as the target customer service client.

[0051] Optionally, the field matching condition is at least one of the following:

[0052] The field information is first field information;

[0053] The field information is not the second field information;

[0054] The field information includes third field information;

[0055] The field information does not include the fourth field information;

[0056] The field information includes any five field information;

[0057] The field information does not include any sixth field information.

[0058] Optionally, the field information includes at least one of source information, tag information, and IP address information.

[0059] Optionally, the field information further includes: custom field information, and the acquisition module is further used to:

[0060] After the user account logs into the system, determine whether the user has configured custom field information;

[0061] When the user has not configured the custom field information, generating the custom field information corresponding to the user account according to the configuration information sent by the user account;

[0062] The custom field information is added to the user information.

[0063] In a third aspect, the present application provides a computer device, comprising: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of any one of the above-mentioned methods for automatically assigning messages to clients.

[0064] In a fourth aspect, the present application provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the steps of any one of the above-mentioned methods for automatically assigning messages to clients.

[0065] In a fifth aspect, the present application provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of any one of the above-mentioned methods for automatically assigning messages to clients.

[0066] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0067] The present application provides a method, apparatus, device and storage medium for automatically allocating messages to customers. By acquiring and analyzing user information, the system can accurately match the customer service personnel who are most suitable for handling the user's message, thereby improving the accuracy and efficiency of message allocation. The automated matching and allocation mechanism greatly saves the time of customer service administrators in manually screening and allocating messages, allowing them to devote more energy to other management work, thereby improving the overall efficiency of the customer service team. Moreover, the message information is quickly and accurately allocated to the appropriate customer service personnel, which means that the user's questions can be answered in a timely and professional manner, thereby enhancing the user's satisfaction and trust. In addition, it also supports the setting of multiple matching conditions and allocation logic, so that the customer service system can adapt to the needs of different merchants and different business scenarios. BRIEF DESCRIPTION OF THE DRAWINGS

[0068] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0069] Figure 1 A flowchart of a method for automatically assigning messages to customers provided in one embodiment of the present application;

[0070] Figure 2 This is a schematic diagram of the execution flow of an automated message distribution method provided by an embodiment of the present application;

[0071] Figure 3 It is a flowchart of whether the user information in the user message path can match the predetermined condition module in the message device;

[0072] Figure 4 It is a schematic diagram of the system obtaining the user's source information and custom source information after the user comes online, and completing the source information storage;

[0073] Figure 5 After a user comes online, the system obtains the user's IP address based on the source information and completes the IP address storage diagram;

[0074] Figure 6 After the user comes online, the system obtains the incoming tag information, interacts with the CRM system, and finally combines to form the latest tag information and completes the schematic diagram of tag information storage;

[0075] Figure 7 After the user logs in, the system obtains the custom field information passed in, interacts with the CRM system, and finally combines to form the latest custom field information, and completes the schematic diagram of custom field information storage;

[0076] Figure 8 It is a schematic diagram of the information matching process after entering the message device and hitting the rule logic;

[0077] Fig. 9 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0078] Fig.10 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0079] Fig.11 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0080] Fig.12 It is a schematic diagram of the information matching process of multi-level conditions after entering the message device and hitting the rule logic;

[0081] Fig.13 It is a schematic diagram of the information matching process of the combination module after entering the message device and hitting the rule logic;

[0082] Fig.14 After entering the message device and hitting the rule logic, all the information matching when hitting the "and" and "or" conditions is done, and the flow chart of finding the corresponding allocation module is shown;

[0083] Fig.15 It is a flowchart of executing allocation according to a rule after entering the message device allocation module;

[0084] Fig.16 It is a flowchart of executing allocation according to another rule after entering the message device allocation module;

[0085] Fig.17 It is a flowchart of executing allocation according to the third rule after entering the message device allocation module;

[0086] Fig.18It is a schematic diagram of the execution flow of the multi-level allocation process after entering the message device allocation module;

[0087] Fig.19 A schematic diagram of functional modules of an automatic message distribution client device provided in one embodiment of the present application;

[0088] Fig. 20 A schematic diagram of the structure of a computer device provided in one embodiment of the present application. DETAILED DESCRIPTION

[0089] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions 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 are within the scope of protection of this application.

[0090] like Figure 1 As shown, some embodiments of the present application provide an automated message distribution method for customers, which includes the following steps 101 to 104. Among them:

[0091] Step 101, when receiving a message sent by a user account, obtain user information corresponding to the user account.

[0092] In the embodiment of the present application, when a user enters the message interface through the customer service system and leaves a message, the system will immediately receive the message information, which is the starting point of the entire message distribution process.

[0093] When the system receives the message, it will also obtain the user information associated with the user account. This information may include user source information (such as desktop website, mobile website, WeChat public account, etc.), IP address information, user identity (such as tags, custom fields, etc.). This information is the basis for subsequent customer service device matching.

[0094] Step 102, querying a customer service device whose corresponding matching condition matches the user information.

[0095] In the embodiment of the present application, the system will query the preset customer service device set based on the acquired user information. These customer service devices are customized by the administrator in the customer service management background according to business needs, and each device contains a set of specific matching conditions (such as source conditions, tag conditions, IP address conditions, custom field conditions, etc.).

[0096] The system will compare the user information with the matching conditions of each customer service device one by one to find all customer service devices that match the user information.

[0097] Step 103: Determine a target customer service client that matches the user information among the customer service clients connected to the customer service device.

[0098] In the embodiment of the present application, for each customer service device that matches the user information, the system will further determine the customer service client to which the device is connected. These customer service clients are tools used by customer service personnel to receive and process user messages.

[0099] The system will determine one or more target customer service clients from the matched customer service clients based on the settings of the customer service device (such as designated customer service, designated skill group, designated person in charge, etc.). These target customer service clients are the clients of the customer service personnel who are ultimately responsible for handling the user's message.

[0100] Step 104: distribute the message information to the customer service client corresponding to the target customer service personnel.

[0101] In the embodiment of the present application, finally, the system will distribute the message information left by the user to the customer service client corresponding to the determined target customer service personnel. In this way, the customer service personnel can see and process this message information on their own client.

[0102] By acquiring and analyzing user information, the embodiment of the present application can accurately match the system with the customer service personnel who are most suitable for handling the user's message, thereby improving the accuracy and efficiency of message distribution. The automated matching and distribution mechanism greatly saves the time of customer service administrators in manually screening and distributing messages, allowing them to devote more energy to other management work, thereby improving the overall efficiency of the customer service team. Moreover, the message information is quickly and accurately distributed to the appropriate customer service personnel, which means that the user's questions can be answered in a timely and professional manner, thereby enhancing the user's satisfaction and trust. In addition, it also supports the setting of multiple matching conditions and distribution logic, so that the customer service system can adapt to the needs of different merchants and different business scenarios.

[0103] Optionally, when the user information includes multiple types of field information, the matching condition includes a field matching condition corresponding to each type of field information, and step 102 includes:

[0104] Step 1021, querying the customer service device whose each field matching condition is consistent with the corresponding field information.

[0105] In the embodiment of the present application, the system will query whether there is a customer service device that fully matches the user based on the various field information (such as source information, IP address information, user identity, etc.) obtained when the user comes in. These customer service devices are set up in advance by the merchant in the customer service system background, and each device contains a set of specific field matching conditions.

[0106] Step 1022: Determine the customer service status of the customer service client to which the customer service device is connected.

[0107] In the embodiment of the present application, after finding the qualified customer service devices, the system then needs to determine the current status of the customer service clients to which these devices are connected. The customer service status may include online, busy, offline, etc., and this information is crucial for the subsequent selection of the target customer service client. The system will obtain and update these customer service statuses in real time to ensure that the most suitable customer service personnel to handle the user's message can be selected.

[0108] Step 1023: Select a target customer service client from the customer service clients according to the customer service status and the level corresponding to each customer service client.

[0109] In an embodiment of the present application, the system selects a target customer service client based on the customer service status and the hierarchical information of the customer service client. The hierarchical information may refer to different levels or priorities in the customer service system, such as first-line customer service, second-line customer service, etc. The system will first consider the customer service status and give priority to online and idle customer service clients. If multiple customer service clients meet this condition, the system will further select based on the hierarchical information, such as giving priority to first-line customer service. Finally, the system will select one or more target customer service clients and assign the user message information to them for processing.

[0110] The embodiment of the present application can ensure that user messages are accurately and efficiently assigned to the most suitable customer service personnel for processing

[0111] Optionally, step 1023 includes: taking the customer service client with the highest level among the customer service clients whose customer service status is idle and available as the target customer service client.

[0112] In the embodiment of the present application, first, the system will screen out customer service clients whose current customer service status is "free and available" from the customer service clients connected to all qualified customer service devices. Customer service status usually includes online, busy, offline, etc., and "free and available" means that the customer service staff is currently online and not occupied by other tasks, and can immediately handle new user messages.

[0113] After filtering out the idle and available customer service clients, the system will make a judgment based on the hierarchical information of the customer service client in the customer service system. The hierarchical information usually reflects the priority or capability level of the customer service client when processing user messages, such as first-line customer service, second-line customer service, etc., among which first-line customer service may have a higher priority or more professional processing capability.

[0114] Among all available customer service clients, the system will select the customer service client with the highest level as the target customer service client. This means that if there are multiple customer service clients that meet the conditions of being available, the system will give priority to customer service clients with higher levels and higher priorities to process user messages. Finally, the system assigns the user message information to the selected target customer service client for processing.

[0115] Optionally, the step 1023 includes:

[0116] Step 10231: When there is a designated customer service client in the customer service device, determine whether the customer service status of the designated customer service client is an idle and available status.

[0117] In an embodiment of the present application, after the system matches the corresponding customer service device according to the user information, it will check whether there is a designated customer service client in the device. The "designated customer service client" here may be pre-set in the customer service device based on the user's specific attributes (such as VIP level, service requirements, etc.). If there is a designated customer service client, the system will immediately query the current status of the customer service client to determine whether it is "idle and available". This means that the customer service staff is currently online and is not processing other tasks, and can respond to user messages immediately.

[0118] Step 10232: When the customer service status of the designated customer service client is in an idle and available state, the designated customer service client is determined as a target customer service client.

[0119] In the embodiment of the present application, if the designated customer service client is in an idle and available state, the system will directly determine it as the target customer service client, which means that the user message will be assigned to this specific customer service staff for processing.

[0120] Each device supports designated customer service, designated skill groups, designated persons in charge, and supports multi-level designated logic. Designated customer service supports any customer service under the designated merchant, including online chat customer service, work order processing customer service, inbound and outbound customer service, and custom customer service types, etc.; designated skill groups support any skill groups set under the designated merchant. The skill group device configuration and the customer service process binding within the skill group must be completed in advance under the basic module; designated person in charge refers to the customer service person in charge corresponding to each user in the CRM system. The customer service person in charge must be set in advance in the CRM for individuals or batches. Multi-level designated logic refers to different designation methods in each level, and overflow or no overflow can be set. Overflow strategy device means that when certain conditions are met, the customer service, skill group or person in charge at the current level will not be assigned, and will overflow to the designated mode of the next level. Specify the customer service mode, and you can configure overflow to the next level when "customer service is not online", "customer service is busy", or "any condition is met"; specify the skill group mode, and you can configure overflow to the next level when "customer service is not online", "customer service is busy", "customer service group is not working", or "any condition is met"; specify the person in charge mode, and you can configure overflow to the next level when "no customer person in charge", "person in charge is not online", "person in charge is busy", or "any condition is met".

[0121] Step 10233: When the customer service status of the designated customer service client is not in an idle and available state, the customer service client with the highest level among the customer service clients in an idle and available state is used as the target customer service client.

[0122] In an embodiment of the present application, if the designated customer service client is not in an idle and available state (for example, it is processing other tasks or is offline), the system needs to find other suitable customer service clients to process the user message.

[0123] In this case, the system will consider all the customer service clients connected to the qualified customer service devices and select the customer service clients that are idle and available. Then, among these idle and available customer service clients, the system will select the customer service client with the highest level as the target customer service client based on the level information (such as first-line customer service, second-line customer service, etc.). This means that the system will give priority to customer service personnel with higher priority and more professional processing capabilities to handle user messages.

[0124] Optionally, the field matching condition is at least one of the following:

[0125] The field information is first field information.

[0126] The field information is not the second field information.

[0127] The field information includes third field information.

[0128] The field information does not include the fourth field information.

[0129] The field information includes any five field information.

[0130] The field information does not include any sixth field information.

[0131] Optionally, the field information includes at least one of source information, tag information, and IP address information.

[0132] In the embodiment of the present application, different conditions can be set for sources, labels, IP addresses, and custom fields. Source conditions support the selection of matching relationships such as "yes" and "no", specifying a certain source, multiple sources, or all sources; label conditions support the selection of matching relationships such as "yes", "no", "include", "do not include", "include any", "do not include all", specifying a certain label, multiple labels, or all labels under the same or different classification labels; IP address conditions support the selection of matching relationships such as "yes" and "no", and the address options are composed of country + region, and the domestic address level is province + city. Support the selection of all regions of a certain country, all cities of a certain province in the country, and specify to a certain country + region or province + city; custom field conditions require merchants to configure the required fields in advance. Support the selection of matching relationships such as "yes", "no", "include", "do not include", "include any", "do not include all", and support custom fields in single-select, multiple-select, drop-down, cascade and other formats.

[0133] Optionally, the field information further includes: custom field information, and the method further includes:

[0134] Step 201, after the user account logs into the system, determine whether the user has configured custom field information.

[0135] In an embodiment of the present application, after a user successfully logs into the customer service system using an account and password (or other authentication method), the system begins to record the user's login status and prepares to provide corresponding services to the user.

[0136] Step 202: When the user has not configured custom field information, generate custom field information corresponding to the user account according to the configuration information sent by the user account.

[0137] In the embodiment of the present application, the customer service system usually allows users to configure some custom fields according to their needs, so as to better manage user information and provide more personalized services. After the user logs in, the system will first check whether the user has configured these custom field information. This check can be completed by querying the user configuration record in the database or cache. If the system finds that the user has already configured the custom field information, it will directly use the configured information.

[0138] If the system finds that the user has not configured the custom field information, it will proceed to the next step, that is, to generate the corresponding custom field information based on the configuration information sent by the user account. The "configuration information sent by the user account" mentioned here may refer to the custom field configuration request submitted by the user in some way (such as filling out a form, selecting an option, etc.) after logging in.

[0139] After receiving the custom field configuration requests submitted by the user, the system will generate the corresponding custom field information based on these requests. This information may include the name, type, value, etc. of the field, depending on the configuration content submitted by the user.

[0140] Step 203: Add the custom field information to the user information.

[0141] In the embodiment of the present application, after the custom field information is generated, the system will add this information to the user's personal information. In this way, when the user interacts with the system again, the system can provide more personalized services or processing procedures based on the custom field information.

[0142] Figure 2 This is a schematic diagram of the execution flow of an automated message distribution method provided by an embodiment of the present application;

[0143] Among them, user messages will be assigned to one or more of online customer service, work order customer service and call customer service for processing through the message distribution device provided in this application based on different user information and customer service status.

[0144] Figure 3 It is a flowchart of whether the user information in the user message path can match the predetermined condition module in the message device;

[0145] Among them, the system obtains the user attribute information of the user from whom the user message comes, and then verifies the legality of the user attribute information. After confirming that the user attribute information is legal, it determines whether the user information meets the predetermined conditions of the customer service status. If it meets the predetermined conditions of a certain customer service device, the message information will be allocated to the customer service client connected to the client device according to the allocation module rules of the customer service device. If there is no customer service device that meets the predetermined conditions, the message information will be allocated according to the default allocation rules.

[0146] Figure 4 It is a schematic diagram of the system obtaining the user's source information and custom source information after the user comes online, and completing the source information storage;

[0147] Among them, after the user enters the message information into the system through the client, the system will obtain the user's source information, which refers to the type of client, such as web page, APP, etc., and then identify and store the user's source information based on the source information and the word source to which the source belongs.

[0148] Figure 5 After a user comes online, the system obtains the user's IP address based on the source information and completes the IP address storage diagram;

[0149] Among them, after the user enters the message information into the system through the client, the system will determine whether the IP address information of the device logged in by the user can be obtained. If it can be obtained, the user's IP address information will be obtained and stored.

[0150] Figure 6 After the user comes online, the system obtains the incoming tag information, interacts with the CRM system, and finally combines to form the latest tag information and completes the schematic diagram of tag information storage;

[0151] Among them, after the user enters the message information through the client, it will be determined whether the user has uploaded the tag information. If the tag information has been uploaded, the user's tag information will be obtained, and then it will be verified whether the user's tag information exists in the CRM system. If so, the tag information and the CRM's own tag information will be combined and stored. If the user's tag information does not exist in the CRM system, the user's tag information will be stored.

[0152] Figure 7 After the user logs in, the system obtains the custom field information passed in, interacts with the CRM system, and finally combines to form the latest custom field information, and completes the schematic diagram of custom field information storage;

[0153] Among them, after the user enters the message information into the system through the client, it will determine whether the user has uploaded the custom field details. If the user has uploaded the custom field details, the user's custom field details will be obtained, and then it will be verified whether the user's custom field details exist in the CRM system. If so, the custom field details and the custom field details of the CRM itself will be combined and stored. If the user's custom field details do not exist in the CRM system, the user's custom field details will be stored.

[0154] Figure 8 It is a schematic diagram of the information matching process after entering the message device and hitting the rule logic;

[0155] After the user enters the message information, the system matches the obtained user source information with the condition module in the matching message device. If a match is found, the user's message information is assigned to the matched device. If not, the system matches with the condition module of the next message device.

[0156] Fig. 9 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0157] Among them, after the user enters the message information, the system matches the obtained user IP address information with the condition module in the matching message device. If a match is found, the user's message information is assigned to the matched device. If no match is found, the system matches with the condition module of the next message device.

[0158] Fig.10 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0159] After the user enters the message information, the system matches the acquired user tag information with the condition module in the matching message device. If a match is found, the user's message information is assigned to the matched device. If not, the system matches with the condition module of the next message device.

[0160] Fig.11 It is a schematic diagram of one of the information matching processes after entering the message device and hitting the rule logic;

[0161] After the user enters the message information, the system matches the obtained user-defined field information with the condition module in the matching message device. If a match is found, the user's message information is assigned to the matched device. If no match is found, the system matches the condition module of the next message device.

[0162] Fig.12 It is a schematic diagram of the information matching process of multi-level conditions after entering the message device and hitting the rule logic;

[0163] Among them, after the user enters the message information, the system matches the other attribute information of the user obtained by using the condition module in the matching message device. If a match is found, the user's message information is assigned to the matched device. If no match is found, it is matched with the condition module of the next message device.

[0164] Fig.13 It is a schematic diagram of the information matching process of the combination module after entering the message device and hitting the rule logic;

[0165] Among them, after the combination module successfully matches the condition matching module, the or condition module in the combination module will be matched. Then, if the user information matches any condition in the or condition group, the message information will be assigned to the matched or condition module. If the user information does not match any condition, it will be matched with the next message device.

[0166] Fig.14 After entering the message device and hitting the rule logic, all the information matching when hitting the "and" and "or" conditions is done, and the flow chart of finding the corresponding allocation module is shown;

[0167] If the user information successfully matches all the AND conditions in the combination module and any of the AND or OR conditions successfully matches, the message device that meets the preset conditions will be confirmed, and then the corresponding message distribution module will be found from the message device to distribute the message information.

[0168] Fig.15 It is a flowchart of executing allocation according to a rule after entering the message device allocation module;

[0169] Among them, after confirming the message allocation module in the message device, if the message device is set with designated customer service conditions, it will query the customer service status and reception situation of the designated customer service in the message device. If the designated customer service status is online and idle, the message information will be allocated to the designated customer service. If the customer service status is not online or not idle, it will be deemed to meet the subsequent conditions and overflow to the customer service selection rules of the next level.

[0170] Fig.16 It is a flowchart of executing allocation according to another rule after entering the message device allocation module;

[0171] Among them, after confirming the message allocation module in the message device, if the message device is set with the customer service conditions of the specified skill group, the customer service status and reception situation of the customer service of the specified skill group in the message device will be queried. If the customer service status of the specified skill group is online and idle, the message information will be allocated to the customer service of the specified skill group. If the customer service status is not online or not idle, it will be deemed to meet the subsequent conditions and overflow to the customer service selection rules of the next level.

[0172] Fig.17 It is a flowchart of executing allocation according to the third rule after entering the message device allocation module;

[0173] Among them, after confirming the message allocation module in the message device, if the message device is set with a designated responsible person condition, the customer service status and reception situation of the designated responsible person in the message device will be queried. If the designated responsible person is online and idle, the message information will be allocated to the designated responsible person. If the customer service status is not online or not idle, it will be deemed to meet the subsequent conditions and overflow to the customer service selection rules of the next level.

[0174] Fig.18 It is a schematic diagram of the execution flow of the multi-level allocation process after entering the message device allocation module;

[0175] Among them, after confirming the message allocation module in the message device, it will then be matched with the first-level allocation process set in the verification device. If the user information does not conform to the first-level allocation process, it will overflow to match the second-level allocation process. If it still does not conform, it will overflow to the third-level allocation process for matching, and so on until the last level is reached. If any level matches successfully, the message information will be allocated to the corresponding customer service. If no level matches successfully, the customer service will be allocated through the last-level allocation process.

[0176] Based on the same inventive concept, the embodiment of the present application also provides an automated message distribution client device for implementing the automated message distribution client method involved above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme recorded in the above method, so the specific limitations in one or more automated message distribution client device embodiments provided below can refer to the limitations of the automated message distribution client method above, and will not be repeated here.

[0177] In an exemplary embodiment, Fig.19 As shown, an automated message distribution client device 30 is provided, comprising:

[0178] The acquisition module 301 is used to acquire user information corresponding to the user account when receiving the message information sent by the user account;

[0179] A query module 302, used to query a customer service device whose corresponding matching condition matches the user information;

[0180] Determining a target customer service client that matches the user information among the customer service clients connected to the customer service device;

[0181] The distribution module 303 is used to distribute the message information to the customer service client corresponding to the target customer service personnel.

[0182] Optionally, when the user information includes multiple types of field information, the matching condition includes a field matching condition corresponding to each type of field information;

[0183] The query module 302 is further used for:

[0184] Searching for customer service devices whose matching conditions for each field are consistent with the corresponding field information;

[0185] Determining the customer service status of the customer service client to which the customer service device is connected;

[0186] A target customer service client is selected from the customer service clients according to the customer service status and the level corresponding to each customer service client.

[0187] Optionally, the query module 302 is further configured to:

[0188] The customer service client with the highest level among the customer service clients whose customer service status is idle and available is used as the target customer service client.

[0189] Optionally, the query module 302 is further configured to:

[0190] When there is a designated customer service client in the customer service device, determining whether the customer service status of the designated customer service client is an idle and available status;

[0191] When the customer service status of the designated customer service client is an idle and available status, determining the designated customer service client as a target customer service client;

[0192] When the customer service status of the designated customer service client is not an idle and available state, the customer service client with the highest level among the customer service clients with an idle and available state is used as the target customer service client.

[0193] Optionally, the field matching condition is at least one of the following:

[0194] The field information is first field information;

[0195] The field information is not the second field information;

[0196] The field information includes third field information;

[0197] The field information does not include the fourth field information;

[0198] The field information includes any five field information;

[0199] The field information does not include any sixth field information.

[0200] Optionally, the field information includes at least one of source information, tag information, and IP address information.

[0201] Optionally, the field information further includes: custom field information, and the acquisition module 301 is further used to:

[0202] After the user account logs into the system, determine whether the user has configured custom field information;

[0203] When the user has not configured the custom field information, generating the custom field information corresponding to the user account according to the configuration information sent by the user account;

[0204] The custom field information is added to the user information.

[0205] By acquiring and analyzing user information, the embodiment of the present application can accurately match the system with the customer service personnel who are most suitable for handling the user's message, thereby improving the accuracy and efficiency of message distribution. The automated matching and distribution mechanism greatly saves the time of customer service administrators in manually screening and distributing messages, allowing them to devote more energy to other management work, thereby improving the overall efficiency of the customer service team. Moreover, the message information is quickly and accurately distributed to the appropriate customer service personnel, which means that the user's questions can be answered in a timely and professional manner, thereby enhancing the user's satisfaction and trust. In addition, it also supports the setting of multiple matching conditions and distribution logic, so that the customer service system can adapt to the needs of different merchants and different business scenarios.

[0206] In an exemplary embodiment, a computer device is provided. The computer device may be a server or a terminal. The internal structure diagram thereof may be as follows: Fig. 20 As shown. The computer device includes a processor, a memory, an input / output interface (Input / Output, referred to as I / O) and a communication interface. The processor, the memory and the input / output interface are connected through a system bus, and the communication interface is connected to the system bus through the input / output interface. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database of the computer device is used to store automated message distribution customer data. The input / output interface of the computer device is used to exchange information between the processor and an external device. The communication interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a method for automated message distribution customers is implemented.

[0207] Those skilled in the art will understand that Fig. 20The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0208] In an exemplary embodiment, a computer device is further provided, including a memory and a processor, wherein a computer program is stored in the memory, and the processor implements the steps in the above-mentioned method embodiments when executing the computer program.

[0209] In an exemplary embodiment, a computer-readable storage medium is provided, storing a computer program, and when the computer program is executed by a processor, the steps in the above method embodiments are implemented.

[0210] In an exemplary embodiment, a computer program product is provided, including a computer program, and when the computer program is executed by a processor, the steps in the above method embodiments are implemented.

[0211] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant regulations.

[0212] Those of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM may be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM).

[0213] The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. The non-relational database may include a distributed database based on blockchain, etc., but is not limited thereto. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., but is not limited thereto.

[0214] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0215] This article uses specific examples to illustrate the principles and implementation methods of this application. The description of the above embodiments is only used to help understand the method and core ideas of this application. At the same time, for those skilled in the art, according to the ideas of this application, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as limiting this application.

Claims

1. A method for automatically assigning messages to customer service, characterized in that: The automated message distribution client method comprises: When receiving a message sent by a user account, obtaining user information corresponding to the user account; Querying a customer service device whose corresponding matching condition matches the user information; Determining a target customer service client that matches the user information among the customer service clients connected to the customer service device; The message information is distributed to the customer service client corresponding to the target customer service personnel.

2. The method for automatically assigning messages to customer service according to claim 1, characterized in that: When the user information includes multiple types of field information, the matching condition includes a field matching condition corresponding to each type of field information; The step of querying a customer service device corresponding to a matching condition that matches the user information includes: Searching for customer service devices whose matching conditions for each field are consistent with the corresponding field information; Determining the customer service status of the customer service client to which the customer service device is connected; A target customer service client is selected from the customer service clients according to the customer service status and the level corresponding to each customer service client.

3. The method for automatically assigning messages to customer service according to claim 2, characterized in that: The step of selecting a target customer service client from the customer service clients according to the customer service status and the level corresponding to each customer service client includes: The customer service client with the highest level among the customer service clients whose customer service status is idle and available is used as the target customer service client.

4. The method for automatically assigning messages to customer service according to claim 3, characterized in that: The step of using the highest-level customer service client among the customer service clients whose customer service status is idle and available as the target customer service client includes: When there is a designated customer service client in the customer service device, determining whether the customer service status of the designated customer service client is an idle and available status; When the customer service status of the designated customer service client is an idle and available status, determining the designated customer service client as a target customer service client; When the customer service status of the designated customer service client is not an idle and available state, the customer service client with the highest level among the customer service clients with an idle and available state is used as the target customer service client.

5. The method for automatically assigning messages to customer service according to claim 2, characterized in that: The field matching condition is at least one of the following: The field information is first field information; The field information is not the second field information; The field information includes third field information; The field information does not include the fourth field information; The field information includes any five field information; The field information does not include any sixth field information.

6. The method for automatically assigning messages to customer service according to claim 2, characterized in that: The field information includes: at least one of source information, tag information, and IP address information.

7. The method for automatically assigning messages to customers according to claim 6, characterized in that: The field information further includes: custom field information, and the method further includes: After the user account logs into the system, determine whether the user has configured custom field information; When the user has not configured the custom field information, generating the custom field information corresponding to the user account according to the configuration information sent by the user account; After the step of obtaining the user information corresponding to the user account, the method further includes: The custom field information is added to the user information.

8. An automatic message distribution client device, characterized in that: The automated message distribution client device comprises: An acquisition module, used to acquire user information corresponding to the user account when receiving message information sent by the user account; A query module, used to query a customer service device whose corresponding matching condition matches the user information; Determining a target customer service client that matches the user information among the customer service clients connected to the customer service device; The distribution module is used to distribute the message information to the customer service client corresponding to the target customer service personnel.

9. A computer device comprising: A memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the method for automatically assigning messages to clients according to any one of claims 1 to 7.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method for automatically assigning messages to clients according to any one of claims 1 to 7 are implemented.

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