Customer service methods, systems, equipment and media based on digital operation platform

Abstract

The present invention relates to the technical field of customer service reply, and in particular to a customer service method, system, device and medium based on a digital operation platform. The customer service method based on a digital operation platform includes the steps of: receiving customer requests from different channels, obtaining customer request data based on the customer request, and the customer request data including text data and voice data; obtaining data processing priority and processing type based on the customer request, and selecting an adapted data processor in a preset thread pool according to the data processing priority and processing type to perform data processing on the customer request data; obtaining data processing results, generating customer reply data based on the data processing results, and outputting the customer reply data to a client; recording detailed information and processing results of customer requests in real time, forming customer service log data, and storing it in a preset storage module. The present application has the effect of improving customer satisfaction.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service response, and in particular to a customer service method, system, device and medium based on a digital operation platform. Background Art

[0002] As companies' demand for customer service continues to grow, traditional customer service models can no longer meet the requirements of rapid response and efficient problem solving. With the advancement of digital transformation, companies' demand for digital operation platforms is increasing. In order to improve customer satisfaction and reduce operating costs, many companies have begun to introduce intelligent digital operation platforms, which can not only provide instant responses, but also obtain customer requests through multiple channels, and realize efficient task management and feedback mechanisms.

[0003] The customer service module in the existing digital operation platform mainly includes manual customers and simple automated tools, such as FAQ pages and online chat robots. Manual customer service mainly relies on a professional customer service team to communicate with customers through telephone, email, etc., answer customers' questions and handle customers' requests. Simple automated tools can alleviate customer service pressure to a certain extent, but they still cannot completely replace the role of manual customer service.

[0004] However, the existing manual customer service has slow response speed, low processing efficiency and high human resource costs. Simple automation tools have limited functions and can only handle some very basic problems. There is still room for improvement in terms of ensuring response speed and processing efficiency, improving customer satisfaction and reducing operating costs. Summary of the invention

[0005] In order to improve customer satisfaction and reduce operating costs while ensuring response speed and processing efficiency, the present application provides a customer service method, system, device and medium based on a digital operation platform.

[0006] The above-mentioned invention objective of the present application is achieved through the following technical solutions: A customer service method based on a digital operation platform, the customer service method based on a digital operation platform comprising the steps of: Receiving customer requests from different channels, and acquiring customer request data based on the customer requests, wherein the customer request data includes text data and voice data; Acquire a data processing priority and a processing type based on the client request, and select an adapted data processor from a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; Acquire data processing results, generate customer response data based on the data processing results, and output the customer response data to the client; The detailed information and processing results of customer requests are recorded in real time to form customer service log data, which is stored in the preset storage module.

[0007] By adopting the above technical solution, in the process of using the digital operation platform for customer service, customer requests are received through multiple communication interfaces, such as telephone, online chat, email, etc., and corresponding customer request data is obtained according to the customer request. The customer request data includes text data and voice data, ensuring that customers can quickly access the system no matter what method they use, which greatly improves the flexibility and availability of the system; after receiving the customer request data, according to the priority and processing type of the customer request, the customer request data input into the thread pool is adapted to the data processor, and the customer request data is processed by a suitable data processor, which can process a large amount of customer request data at the same time, improve processing efficiency, emergency requests will be given priority, and regular requests will be processed in sequence. This intelligent scheduling mechanism ensures that key issues can be responded to in a timely manner, thereby improving the overall service quality; the data processing results are obtained in real time, and converted into reply data that the customer can understand according to the data processing results, and the customer reply data is output to the client, providing feedback in the way that the customer is accustomed to, enhancing the user experience, and in the customer service process, the detailed information and processing results of the customer request are recorded in real time, and Xinghu Zeng customer service log data is stored, which not only helps subsequent analysis and optimization, but also can be used as a service record to enhance the transparency and responsibility of the enterprise.

[0008] In a preferred example, the present application can be further configured as follows: obtaining the data processing priority and processing type based on the client request, selecting an adapted data processor in a preset thread pool according to the data processing priority and processing type, and performing data processing on the client request data, specifically including: According to the client request, a target thread pool adapted to the client request data is constructed; Re-dividing the data processors in the target thread pool based on the data processing priority and processing type to obtain data processors adapted to the client request data, and acquiring a mapping relationship; Based on the mapping relationship, the client request data is mapped to the target thread pool for execution, and the client request data is processed using an adapted data processor.

[0009] By adopting the above technical solution, after obtaining the customer request, the corresponding customer request data is obtained according to the customer request, and a target thread pool adapted to the customer request data is constructed to improve the degree of fit between the customer request data and the target thread pool, and the customer request data is analyzed to obtain the data processing priority and processing type. According to the data processing priority and processing type, the data processors are re-divided, and the customer request data with high priority is placed at the top of the processing to be processed. According to the data processing type, the data processor with the highest degree of adaptability is selected, and the customer request data is processed with the data processor with the highest degree of adaptability, thereby improving the processing efficiency of the customer request data, thereby effectively improving the response speed of customer service.

[0010] In a preferred example, the present application may be further configured as follows: re-dividing the data processors in the target thread pool based on the data processing priority and processing type specifically includes: Acquiring capacity information of data processors in the target thread pool, and rearranging the data processors based on the capacity information and data processing priorities to form a data processor queue; The data processing type is obtained based on the client request data, the data processor queue is sorted according to the data processing type, and a data processor with a suitable type is selected.

[0011] By adopting the above technical solution, in the process of processing customer request data, when the customer request data is received, the customer request data is analyzed to obtain the data processing type and processing priority information, and the current capacity information of the data processor in the target thread pool is obtained. According to the capacity information and processing priority information, the data processors that can meet the current processing volume are placed in the front and rearranged to form a data processor queue. Then, the appropriate data processor is selected according to the data processing type to complete the adaptation process of the data processor, thereby improving the processing efficiency of the customer request data.

[0012] In a preferred example, the present application may be further configured as follows: the obtaining of data processing priority and processing type based on the client request specifically includes: Acquire customer level information and customer request data according to the customer request, and generate data processing priority according to the customer level information and the amount of customer request data; The data type is obtained based on the data volume requested by the client, and the processing type is determined according to the data type.

[0013] By adopting the above technical solution, before processing the customer request data, after receiving the customer request, the platform obtains the customer level information and customer request data corresponding to the customer request, and uses the customer level information and the amount of customer request data to generate the corresponding data processing priority, that is, important customer levels are given priority in service processing, and secondly, the amount of customer request data is given second consideration. Therefore, while maintaining the response rate of important customers, it is also possible to quickly process customer request data with large data volume, thereby improving the quality and rate of the entire customer service. Then, by analyzing the customer request data, the corresponding data type is obtained, and the processing type of the customer request data is determined according to the data type, so as to select a suitable data processor for data processing.

[0014] In a preferred example, the present application may be further configured as follows: the obtaining of data processing results and the generation of customer response data based on the data processing results specifically include: Generate a customer diagnosis report based on the data processing results, and generate a detailed treatment plan according to the diagnosis report; The customer response data is generated according to the processing scheme.

[0015] By adopting the above technical solution and generating a customer diagnosis report based on the data processing results, it is possible to quickly and accurately identify the nature and cause of the customer's problem, thereby providing targeted solutions. Furthermore, generating a detailed treatment plan based on the diagnosis report can ensure that the customer obtains comprehensive and professional answers and support. Finally, generating customer response data based on the treatment plan can effectively improve customer satisfaction and problem-solving efficiency.

[0016] In a preferred example, the present application may be further configured as follows: after the detailed information and processing results of the customer request are recorded in real time to form customer service log data and stored in a preset storage module, the customer service method based on the digital operation platform also includes: Analyze customer service log data to count the frequency and types of common problems; The frequency and type of the common problems are used to predict possible problems in the future based on machine learning algorithms, and a prediction report is generated.

[0017] By adopting the above technical solutions, we can achieve a comprehensive analysis of customer service log data, count the frequency and type of common problems, use machine learning algorithms to predict possible problems in the future, and generate specific measures to optimize customer service quality. These measures help prevent potential problems in advance, reduce the probability of customers repeating consultations, and thus improve customer satisfaction and loyalty. At the same time, through in-depth analysis of customer service log data, enterprises can better understand customer needs and service shortcomings, continuously optimize service processes, and improve service quality and response speed.

[0018] The second object of the invention is achieved by the following technical solutions: A customer service system based on a digital operation platform, the customer service system based on the digital operation platform comprising: A customer request data acquisition module, used to receive customer requests from different channels, and acquire customer request data based on the customer requests, wherein the customer request data includes text data and voice data; A data processing module, used to obtain a data processing priority and a processing type based on the client request, and select an adapted data processor in a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; A client reply module, used to obtain data processing results, generate client reply data based on the data processing results, and output the client reply data to the client; The customer service recording module is used to record the detailed information and processing results of customer requests in real time, form customer service log data, and store it in a preset storage module.

[0019] By adopting the above technical solution, in the process of using the digital operation platform for customer service, customer requests are received through multiple communication interfaces, such as telephone, online chat, email, etc., and corresponding customer request data is obtained according to the customer request. The customer request data includes text data and voice data, ensuring that customers can quickly access the system no matter what method they use, which greatly improves the flexibility and availability of the system; after receiving the customer request data, according to the priority and processing type of the customer request, the customer request data input into the thread pool is adapted to the data processor, and the customer request data is processed by a suitable data processor, which can process a large amount of customer request data at the same time, improve processing efficiency, emergency requests will be given priority, and regular requests will be processed in sequence. This intelligent scheduling mechanism ensures that key issues can be responded to in a timely manner, thereby improving the overall service quality; the data processing results are obtained in real time, and converted into reply data that the customer can understand according to the data processing results, and the customer reply data is output to the client, providing feedback in the way that the customer is accustomed to, enhancing the user experience, and in the customer service process, the detailed information and processing results of the customer request are recorded in real time, and Xinghu Zeng customer service log data is stored, which not only helps subsequent analysis and optimization, but also can be used as a service record to enhance the transparency and responsibility of the enterprise.

[0020] The third objective of the present application is achieved through the following technical solutions: A computer device comprises a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the customer service method based on a digital operation platform when executing the computer program.

[0021] The fourth objective of the present application is achieved through the following technical solutions: A computer-readable storage medium stores a computer program, which, when executed by a processor, implements the steps of the customer service method based on a digital operation platform.

[0022] In summary, the present application includes at least one of the following beneficial technical effects: 1. In the process of using the digital operation platform for customer service, customer requests are received through multiple communication interfaces, such as telephone, online chat, email, etc., and the corresponding customer request data is obtained according to the customer request. The customer request data includes text data and voice data, ensuring that customers can quickly access the system no matter what method they use, which greatly improves the flexibility and availability of the system; after receiving the customer request data, the customer request data input into the thread pool is adapted to the data processor according to the priority and processing type of the customer request, and the customer request data is processed by a suitable data processor, which can process a large amount of customer request data at the same time and improve the processing efficiency. Emergency requests will be given priority, while regular requests will be processed in sequence. This intelligent scheduling mechanism ensures that key issues can be responded to in a timely manner, thereby improving the overall service quality; the data processing results are obtained in real time, and the data processing results are converted into reply data that the customer can understand, and the customer reply data is output to the client, providing feedback in the way that the customer is accustomed to, enhancing the user experience. In the process of customer service, the detailed information and processing results of the customer request are recorded in real time. Xinghu once stored the customer service log data, which not only helps the subsequent analysis and optimization, but also can be used as a service record to enhance the transparency and responsibility of the enterprise; 2. After obtaining the customer request, obtain the corresponding customer request data according to the customer request, and build a target thread pool that is compatible with the customer request data, improve the degree of fit between the customer request data and the target thread pool, and analyze the customer request data to obtain the data processing priority and processing type. According to the data processing priority and processing type, re-divide the data processors, put the customer request data with high priority at the top of the processing list, and select the data processor with the highest degree of adaptability according to the data processing type, and use the data processor with the highest degree of adaptability to process the customer request data, thereby improving the processing efficiency of the customer request data and effectively improving the response speed of customer service; 3. Before processing the customer request data, after receiving the customer request, the platform obtains the customer level information and customer request data corresponding to the customer request, and generates the corresponding data processing priority using the customer level information and the amount of customer request data, that is, giving priority to service processing for important customer levels, and then taking the amount of customer request data as the second consideration, thereby being able to quickly process customer request data with large data volumes while maintaining the response rate of important customers, thereby improving the quality and rate of the entire customer service, and then obtaining the corresponding data type by analyzing the customer request data, and determining the processing type of the customer request data according to the data type, so as to select a suitable data processor for data processing; 4. It can realize comprehensive analysis of customer service log data, count the frequency and type of common problems, use machine learning algorithms to predict possible problems in the future, and generate specific measures to optimize customer service quality. These measures help prevent potential problems in advance, reduce the probability of repeated customer consultations, and thus improve customer satisfaction and loyalty. At the same time, through in-depth analysis of customer service log data, enterprises can better understand customer needs and service shortcomings, continuously optimize service processes, and improve service quality and response speed. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] Figure 1 It is a flow chart of a customer service method based on a digital operation platform in one embodiment of the present application; Figure 2 It is a flowchart for implementing step S20 in the customer service method based on a digital operation platform in one embodiment of the present application; Figure 3 It is a flowchart for implementing step S22 in the customer service method based on a digital operation platform in one embodiment of the present application; Figure 4 This is another implementation flowchart of step S20 in the customer service method based on the digital operation platform in one embodiment of the present application; Figure 5 It is a flowchart for implementing step S30 in the customer service method based on a digital operation platform in one embodiment of the present application; Figure 6 is another implementation flow chart of a customer service method based on a digital operation platform in one embodiment of the present application; Figure 7 It is a principle block diagram of a customer service system based on a digital operation platform in one embodiment of the present application; Figure 8 It is a schematic diagram of a computer device in one embodiment of the present application. DETAILED DESCRIPTION

[0024] The present application is further described in detail below in conjunction with the accompanying drawings.

[0025] In one embodiment, if Figure 1 As shown, the present application discloses a customer service method based on a digital operation platform, which specifically includes the following steps: S10: receiving customer requests from different channels, and acquiring customer request data based on the customer requests, wherein the customer request data includes text data and voice data.

[0026] Specifically, in the process of using the digital operation platform for customer service, customer requests are received through multiple communication interfaces, such as telephone, online chat, email, etc., and corresponding customer request data is obtained based on customer requests. The customer request data includes text data and voice data, ensuring that customers can quickly access the system no matter what method they use. This greatly improves the flexibility and availability of the system.

[0027] S20: Obtaining a data processing priority and a processing type based on the client request, and selecting an adaptive data processor in a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data.

[0028] Specifically, after receiving the customer request data, the data processor will be adapted in the customer request data input into the thread pool according to the priority and processing type of the customer request, and the customer request data will be processed by a suitable data processor. A large amount of customer request data can be processed at the same time to improve processing efficiency. Emergency requests will be given priority, while regular requests will be processed in sequence. This intelligent scheduling mechanism ensures that key issues can be responded to in a timely manner, thereby improving the overall service quality.

[0029] S30: Acquire data processing results, generate customer response data based on the data processing results, and output the customer response data to the client.

[0030] Specifically, data processing results are obtained in real time, converted into response data that customers can understand based on the data processing results, and the customer response data is output to the client, providing feedback in a way that customers are accustomed to, thereby enhancing the user experience.

[0031] S40: Record the detailed information and processing results of the customer request in real time to form customer service log data, and store it in a preset storage module.

[0032] Specifically, during the customer service process, the detailed information and processing results of customer requests are recorded in real time. Xinghu once stored the customer service log data, which not only helps with subsequent analysis and optimization, but also can be used as a service record.

[0033] In this embodiment, in the process of using the digital operation platform for customer service, customer requests are received through multiple communication interfaces, such as telephone, online chat, email, etc., and corresponding customer request data is obtained according to the customer request. The customer request data includes text data and voice data, ensuring that customers can quickly access the system no matter what method they use, which greatly improves the flexibility and availability of the system; after receiving the customer request data, according to the priority and processing type of the customer request, the customer request data input into the thread pool is adapted to the data processor, and the customer request data is processed by a suitable data processor, which can process a large amount of customer request data at the same time, improve processing efficiency, emergency requests will be given priority, and routine requests will be processed in sequence. This intelligent scheduling mechanism ensures that key issues can be responded to in a timely manner, thereby improving the overall service quality; the data processing results are obtained in real time, and converted into reply data that the customer can understand according to the data processing results, and the customer reply data is output to the client, providing feedback in a way that the customer is accustomed to, enhancing the user experience, and in the customer service process, the detailed information and processing results of the customer request are recorded in real time, and Xinghu Zeng customer service log data is stored, which not only helps subsequent analysis and optimization, but also can be used as a service record to enhance the transparency and responsibility of the enterprise.

[0034] In one embodiment, if Figure 2 As shown, in step S20, the data processing priority and processing type are obtained based on the client request, and according to the data processing priority and processing type, an adapted data processor is selected in a preset thread pool to perform data processing on the client request data, specifically including: S21: According to the client request, a target thread pool adapted to the client request data is constructed.

[0035] S22: Re-dividing the data processors in the target thread pool based on the data processing priority and processing type to obtain data processors that are compatible with the client request data, and acquiring a mapping relationship.

[0036] S23: Based on the mapping relationship, the client request data is mapped to the target thread pool for execution, and the client request data is processed using an adapted data processor.

[0037] Specifically, after obtaining the customer request, the corresponding customer request data is obtained according to the customer request, and a target thread pool adapted to the customer request data is constructed to improve the fit between the customer request data and the target thread pool, and the customer request data is analyzed to obtain the data processing priority and processing type. According to the data processing priority and processing type, the data processors are re-divided, and high-priority customer request data is placed at the top of the processing list. According to the data processing type, the data processor with the highest degree of adaptability is selected, and the customer request data is processed with the data processor with the highest degree of adaptability, thereby improving the processing efficiency of the customer request data, thereby effectively improving the response speed of customer service.

[0038] In one embodiment, if Figure 3 As shown, in step S22, the data processors in the target thread pool are re-divided based on the data processing priority and processing type, specifically including: S221: Acquire capacity information of data processors in the target thread pool, and rearrange the data processors based on the capacity information and data processing priorities to form a data processor queue.

[0039] S222: Obtain a data processing type based on the client request data, sort the data processor queue according to the data processing type, and select a data processor with a suitable type.

[0040] Specifically, in the process of processing customer request data, when the customer request data is received, the customer request data is analyzed to obtain the data processing type and processing priority information, and the current capacity information of the data processor in the target thread pool is obtained. According to the capacity information and processing priority information, the data processors that can meet the current processing volume are placed in the front and rearranged to form a data processor queue. Then, the data processing type is used to select the appropriate data processor to complete the adaptation process of the data processor, thereby improving the processing efficiency of the customer request data.

[0041] In one embodiment, if Figure 4 As shown, in step S20, the data processing priority and processing type are obtained based on the client request, specifically including: S24: Acquire customer level information and customer request data according to the customer request, and generate data processing priority according to the customer level information and the amount of customer request data.

[0042] S25: Obtaining a data type based on the amount of data requested by the client, and determining a processing type according to the data type.

[0043] Specifically, before processing customer request data, after receiving the customer request, the platform obtains the customer level information and customer request data corresponding to the customer request, and uses the customer level information and the amount of customer request data to generate the corresponding data processing priority, that is, giving priority to service processing for important customer levels, and secondly, the amount of customer request data is given second consideration. Therefore, while maintaining the response rate of important customers, it is also possible to quickly process customer request data with large data volumes, thereby improving the quality and rate of the entire customer service. Then, by analyzing the customer request data, the corresponding data type is obtained, and the processing type of the customer request data is determined according to the data type, so as to select a suitable data processor for data processing.

[0044] In one embodiment, if Figure 5 As shown, in step S30, the data processing result is obtained, and the customer response data is generated based on the data processing result, which specifically includes: S31: Generate a customer diagnosis report based on the data processing results, and generate a detailed treatment plan according to the diagnosis report.

[0045] S32: Generate customer response data according to the processing solution.

[0046] Specifically, generating a customer diagnosis report based on the data processing results can quickly and accurately identify the nature and cause of customer problems, thereby providing targeted solutions. Furthermore, generating a detailed treatment plan based on the diagnosis report can ensure that customers receive comprehensive and professional answers and support. Finally, generating customer response data based on the treatment plan can effectively improve customer satisfaction and problem-solving efficiency.

[0047] Furthermore, when the digital operation platform cannot solve customer problems, it can quickly call on external expert resources, initiate external expert assistance requests, obtain expert advice, and integrate expert advice into the solution. Finally, the integrated solution is sent to the customer to ensure that the customer obtains a professional and comprehensive solution, which improves the efficiency and quality of problem solving.

[0048] In one embodiment, if Figure 6 As shown, after step S40, that is, after recording the detailed information and processing results of the customer request in real time, forming customer service log data, and storing it in a preset storage module, the customer service method based on the digital operation platform also includes: S50: Analyze customer service log data and count the frequency and types of common problems.

[0049] S60: Predicting possible problems in the future based on the frequency and type of the common problems based on a machine learning algorithm, and generating a prediction report.

[0050] Specifically, it can achieve a comprehensive analysis of customer service log data, count the frequency and type of common problems, use machine learning algorithms to predict possible problems in the future, and generate specific measures to optimize customer service quality. These measures help prevent potential problems in advance, reduce the probability of customers repeating consultations, and thus improve customer satisfaction and loyalty. At the same time, through in-depth analysis of customer service log data, companies can better understand customer needs and service shortcomings, continuously optimize service processes, and improve service quality and response speed.

[0051] It should be understood that the size of the serial numbers of the steps in the above embodiments does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

[0052] In one embodiment, a customer service system based on a digital operation platform is provided, and the customer service system based on the digital operation platform corresponds one-to-one to the customer service method based on the digital operation platform in the above embodiment. Figure 7 As shown, the customer service system based on the digital operation platform includes a customer request data acquisition module, a data processing module, a customer response module and a customer service record module. The detailed description of each functional module is as follows: A customer request data acquisition module, used to receive customer requests from different channels, and acquire customer request data based on the customer requests, wherein the customer request data includes text data and voice data; A data processing module, used to obtain a data processing priority and a processing type based on the client request, and select an adapted data processor in a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; A client reply module, used to obtain data processing results, generate client reply data based on the data processing results, and output the client reply data to the client; The customer service recording module is used to record the detailed information and processing results of customer requests in real time, form customer service log data, and store it in a preset storage module.

[0053] Optionally, the data processing module includes: A thread pool construction submodule, used to construct a target thread pool adapted to the client request data according to the client request; A data processor division submodule, used to re-divide the data processors in the target thread pool based on the data processing priority and processing type, obtain data processors adapted to the client request data, and obtain a mapping relationship; The data processor adapter module is used to map the client request data to the target thread pool for execution based on the mapping relationship, and use the adapted data processor to perform data processing on the client request data.

[0054] For the specific limitations of the customer service system based on the digital operation platform, please refer to the limitations of the customer service method based on the digital operation platform above, which will not be repeated here. Each module in the above-mentioned customer service system based on the digital operation platform can be implemented in whole or in part through software, hardware and a combination thereof. The above-mentioned modules can be embedded in or independent of the processor in the computer device in the form of hardware, or can be stored in the memory of the computer device in the form of software, so that the processor can call and execute the operations corresponding to the above modules.

[0055] In one embodiment, a computer device is provided. The computer device may be a server, and its internal structure diagram may be as follows: Figure 8 As shown. The computer device includes a processor, a memory, a network interface and a database connected through a system bus. Among them, 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 customer service data. The network 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 customer service method based on a digital operation platform is implemented.

[0056] In one embodiment, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the following steps when executing the computer program: Receiving customer requests from different channels, and acquiring customer request data based on the customer requests, wherein the customer request data includes text data and voice data; Acquire a data processing priority and a processing type based on the client request, and select an adapted data processor from a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; Acquire data processing results, generate customer response data based on the data processing results, and output the customer response data to the client; The detailed information and processing results of customer requests are recorded in real time to form customer service log data, which is stored in the preset storage module.

[0057] In one embodiment, a computer readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the following steps are implemented: Receiving customer requests from different channels, and acquiring customer request data based on the customer requests, wherein the customer request data includes text data and voice data; Acquire a data processing priority and a processing type based on the client request, and select an adapted data processor from a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; Acquire data processing results, generate customer response data based on the data processing results, and output the customer response data to the client; The detailed information and processing results of customer requests are recorded in real time to form customer service log data, which is stored in the preset storage module.

[0058] Those of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be implemented 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 memory, storage, database or other media used in the embodiments provided in this application may include non-volatile and / or volatile memory. Non-volatile memory may include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory may include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0059] Those skilled in the art can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example. In actual applications, the above-mentioned functions can be distributed and completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above.

[0060] The embodiments described above are only used to illustrate the technical solutions of the present application, rather than to limit them. Although the present application has been described in detail with reference to the aforementioned embodiments, a person skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present application, and should all be included in the protection scope of the present application.

Claims

1. A customer service method based on a digital operation platform, characterized in that: The customer service method based on the digital operation platform comprises the following steps: Receiving customer requests from different channels, and acquiring customer request data based on the customer requests, wherein the customer request data includes text data and voice data; Acquire a data processing priority and a processing type based on the client request, and select an adapted data processor from a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; Acquire data processing results, generate customer response data based on the data processing results, and output the customer response data to the client; The detailed information and processing results of customer requests are recorded in real time to form customer service log data, which is stored in the preset storage module.

2. The customer service method based on the digital operation platform according to claim 1 is characterized in that: The obtaining of a data processing priority and a processing type based on the client request, and selecting an adapted data processor in a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data, specifically includes: According to the client request, a target thread pool adapted to the client request data is constructed; Re-dividing the data processors in the target thread pool based on the data processing priority and processing type to obtain data processors adapted to the client request data, and acquiring a mapping relationship; Based on the mapping relationship, the client request data is mapped to the target thread pool for execution, and the client request data is processed using an adapted data processor.

3. The customer service method based on the digital operation platform according to claim 2 is characterized in that: The re-dividing the data processors in the target thread pool based on the data processing priority and the processing type specifically includes: Acquiring capacity information of data processors in the target thread pool, and rearranging the data processors based on the capacity information and data processing priorities to form a data processor queue; The data processing type is obtained based on the client request data, the data processor queue is sorted according to the data processing type, and a data processor with a suitable type is selected.

4. The customer service method based on a digital operation platform according to claim 1, characterized in that: The obtaining of the data processing priority and processing type based on the client request specifically includes: Acquire customer level information and customer request data according to the customer request, and generate data processing priority according to the customer level information and the amount of customer request data; The data type is obtained based on the amount of data requested by the client, and the processing type is determined according to the data type.

5. The customer service method based on a digital operation platform according to claim 1, characterized in that: The obtaining of data processing results and generating customer response data based on the data processing results specifically includes: Generate a customer diagnosis report based on the data processing results, and generate a detailed treatment plan according to the diagnosis report; The customer response data is generated according to the processing scheme.

6. The customer service method based on a digital operation platform according to claim 1, characterized in that: After the detailed information and processing results of the customer request are recorded in real time to form customer service log data and stored in a preset storage module, the customer service method based on the digital operation platform further includes: Analyze customer service log data to count the frequency and types of common problems; The frequency and type of the common problems are used to predict possible problems in the future based on machine learning algorithms, and a prediction report is generated.

7. A customer service system based on a digital operation platform, characterized in that: The customer service system based on the digital operation platform includes: A customer request data acquisition module, used to receive customer requests from different channels, and acquire customer request data based on the customer requests, wherein the customer request data includes text data and voice data; A data processing module, used to obtain a data processing priority and a processing type based on the client request, and select an adapted data processor in a preset thread pool according to the data processing priority and the processing type to perform data processing on the client request data; A client reply module, used to obtain data processing results, generate client reply data based on the data processing results, and output the client reply data to the client; The customer service recording module is used to record the detailed information and processing results of customer requests in real time, form customer service log data, and store it in a preset storage module.

8. The customer service system based on the digital operation platform according to claim 7 is characterized in that: The data processing module comprises: A thread pool construction submodule, used to construct a target thread pool adapted to the client request data according to the client request; A data processor division submodule, used to re-divide the data processors in the target thread pool based on the data processing priority and processing type, obtain data processors adapted to the client request data, and obtain a mapping relationship; The data processor adapter module is used to map the client request data to the target thread pool for execution based on the mapping relationship, and use the adapted data processor to perform data processing on the client request data.

9. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the steps of a customer service method based on a digital operation platform as described in any one of claims 1 to 6 are implemented.

10. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the steps of a customer service method based on a digital operation platform as described in any one of claims 1 to 6 are implemented.

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