Message processing method, device, non-volatile storage medium and electronic device

Abstract

The present invention discloses a message processing method, device, non-volatile storage medium and electronic device. The method comprises: receiving a message to be replied sent based on a target account; obtaining basic information of the target account in response to the message to be replied; determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of each of the multiple channels; determining the priority of the message to be replied according to the basic information of the target account and the interaction data of each of the multiple channels; and assigning the message to be replied to the target object for processing according to the priority of the message to be replied. The present invention solves the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system.

Description

Technical Field

[0001] The present invention relates to the field of information science and technology, and in particular to a message processing method, device, non-volatile storage medium and electronic device. Background Art

[0002] The current industry customer service platform relies on multiple decentralized communication channels. This fragmentation makes it difficult for customer service representatives to track and manage conversations on various channels, resulting in information loss or duplication of work. Since there is no centralized, unified view to display the customer's history and problems on different channels, customer service representatives cannot fully understand the customer's needs and history, which may lead to inaccurate or invalid answers to questions. In addition, tasks on different channels are generally handled by different teams or individuals, and there is a lack of effective collaboration and coordination mechanisms between teams, resulting in the inability of manual customer service to efficiently share information and jointly solve problems.

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

[0004] The embodiments of the present invention provide a message processing method, device, non-volatile storage medium and electronic device to at least solve the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system.

[0005] According to one aspect of an embodiment of the present invention, a message processing method is provided, including: receiving a message to be replied sent based on a target account; obtaining basic information of the target account in response to the message to be replied; determining historical message records of the target account interacting through multiple channels respectively, and obtaining interaction data of each of the multiple channels; determining the priority of the message to be replied based on the basic information of the target account and the interaction data of each of the multiple channels; and assigning the message to be replied to a target object for processing based on the priority of the message to be replied.

[0006] Optionally, the priority of the message to be replied is determined based on the basic information of the target account and the interaction data of each of the multiple channels, including: determining a first priority based on the basic information of the target account; performing semantic recognition on the interaction data of each of the multiple channels to determine the emotion category corresponding to the target account; determining a second priority corresponding to the interaction data of each of the multiple channels based on the emotion category corresponding to the target account; and determining the priority of the message to be replied by combining the first priority and the second priority.

[0007] Optionally, historical message records of the target account interacting through multiple channels are determined to obtain interaction data of each of the multiple channels, including: generating a data call request based on the target account; sending data call requests to databases corresponding to each of the multiple channels, wherein the databases corresponding to each of the multiple channels respond to the data call requests and return the interaction data of each of the multiple channels; and receiving the interaction data of each of the multiple channels returned by the databases corresponding to each of the multiple channels.

[0008] Optionally, according to the priority of the message to be replied, the message to be replied is assigned to a target object for processing, including: obtaining a plurality of accounts to be processed of assignable objects and basic information of the plurality of assignable objects; determining the priorities of the plurality of assignable objects according to the plurality of accounts to be processed of the assignable objects and the basic information of the plurality of assignable objects; determining the assignable object whose priority matches the priority of the message to be replied as the target object; and assigning the message to be replied to the target object for processing.

[0009] Optionally, the message to be replied is assigned to the target object for processing, including: generating a pending event based on the message to be replied and the interaction data of each of the multiple channels; sending the pending event to the event processor, and the event processor transfers the pending event to the target object for processing.

[0010] Optionally, the method further includes: performing semantic recognition on the message to be replied to, determining keywords included in the message to be replied to; and sending a reply related to the keywords to the target account.

[0011] According to another aspect of an embodiment of the present invention, a message processing device is provided, including: a receiving module for receiving a message to be replied sent based on a target account; an acquisition module for acquiring basic information of the target account in response to the message to be replied; a first determination module for determining historical message records of the target account interacting through multiple channels respectively, and obtaining interaction data of each of the multiple channels; a second determination module for determining the priority of the message to be replied based on the basic information of the target account and the interaction data of each of the multiple channels; and an allocation module for allocating the message to be replied to the target object for processing based on the priority of the message to be replied.

[0012] According to another aspect of an embodiment of the present invention, a non-volatile storage medium is provided. The non-volatile storage medium stores a plurality of instructions, and the instructions are suitable for being loaded by a processor and executing any one of the message processing methods.

[0013] According to another aspect of an embodiment of the present invention, there is provided an electronic device, comprising: one or more processors and a memory, the memory being used to store one or more programs, wherein when the one or more programs are executed by one or more processors, the one or more processors implement any one of the message processing methods.

[0014] According to yet another aspect of an embodiment of the present invention, a computer program product is provided, including a computer program, and when the computer program is executed by a processor, any one of the above message processing methods is implemented.

[0015] In an embodiment of the present invention, by receiving a message to be replied sent based on a target account; obtaining basic information of the target account in response to the message to be replied; determining historical message records of the target account interacting through multiple channels respectively, and obtaining interaction data of each of the multiple channels; determining the priority of the message to be replied based on the basic information of the target account and the interaction data of each of the multiple channels; and allocating the message to be replied to the target object for processing based on the priority of the message to be replied, the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system is solved, and the purpose of centralized management of customer needs and making customer service replies more accurate is achieved, thereby achieving the technical effect of improving the work efficiency of the customer service team and improving customer satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] The drawings described herein are used to provide a further understanding of the present invention and constitute a part of this application. The exemplary embodiments of the present invention and their descriptions are used to explain the present invention and do not constitute an improper limitation of the present invention. In the drawings:

[0017] Figure 1 is a flowchart of a message processing method provided according to an embodiment of the present invention;

[0018] Figure 2 is a schematic diagram of a message processing device provided according to an embodiment of the present invention;

[0019] Figure 3 is a schematic diagram of an electronic device provided according to an embodiment of the present invention. DETAILED DESCRIPTION

[0020] In order to enable those skilled in the art to better understand the scheme of the present invention, the technical scheme in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present invention.

[0021] It should be noted that the terms "first", "second", etc. in the specification and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0022] According to an embodiment of the present invention, a method embodiment of message processing is provided. It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a set of computer executable instructions, and although a logical order is shown in the flowchart, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0023] Figure 1 is a flowchart of a method for message processing according to an embodiment of the present invention. Figure 1 As shown, the method comprises the following steps:

[0024] Step S102, receiving a message to be replied to sent based on the target account;

[0025] In this step, the customer service system receives user requests and messages from multiple channels through the integration module. These channels may include telephone, email, social media, online chat, etc.

[0026] Step S104, in response to the message to be replied, obtaining basic information of the target account;

[0027] In this step, when the customer service system receives a message that needs to be replied to by a user through a registered target account, the system will retrieve basic information related to the target account from its database or external system. Basic information usually includes but is not limited to the user's personal information (such as name, gender, age), contact information (such as telephone number, email address), etc.

[0028] Step S106, determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of the multiple channels respectively;

[0029] In addition to determining the basic information of the user (target account), it is also necessary to determine the user's interaction data on multiple channels based on all previous historical message records of the user on different customer service channels (such as telephone, email, social media, online chat, etc.). These historical message records include but are not limited to the user's consultation content, feedback, complaints, requests, and responses from customer service representatives.

[0030] In an optional embodiment, historical message records of the target account interacting through multiple channels are determined to obtain interaction data of each of the multiple channels, including: generating a data call request based on the target account; sending data call requests to databases corresponding to each of the multiple channels, wherein the databases corresponding to each of the multiple channels respond to the data call requests and return the interaction data of each of the multiple channels; and receiving the interaction data of each of the multiple channels returned by the databases corresponding to each of the multiple channels.

[0031] Optionally, when the system receives a message to be replied from a user (target account), the integration module generates a data call request. The system sends this data call request to the databases corresponding to each channel. These databases include, but are not limited to, telephone call record databases, online chat message databases, email interaction record databases, social media activity databases, and work order system databases. After receiving the data call request, the database corresponding to each channel will query the relevant user interaction records according to the parameters in the request, and feed these records back to the customer service system. For example, the telephone call database can return the most recent call records and call duration, and the online chat database will provide data such as the first response time and customer service intervention.

[0032] Step S108, determining the priority of the message to be replied to according to the basic information of the target account and the interaction data of each of the multiple channels;

[0033] In this step, after receiving the message to be replied, the customer service system will collect the basic information of the target account (i.e., the user who sent the message) and the user's historical interaction data on different channels. Based on this basic information and historical interaction data, the customer service system will use a certain algorithm or model to calculate the priority of each message to be replied.

[0034] In an optional embodiment, the priority of the message to be replied is determined based on the basic information of the target account and the interaction data of each of the multiple channels, including: determining a first priority based on the basic information of the target account; performing semantic recognition on the interaction data of each of the multiple channels to determine the emotion category corresponding to the target account; determining a second priority corresponding to the interaction data of each of the multiple channels based on the emotion category corresponding to the target account; and determining the priority of the message to be replied by combining the first priority and the second priority.

[0035] Optionally, the system calculates the first priority based on the basic information of the target account. At the same time, the system conducts in-depth analysis of interaction data from multiple channels, especially semantic recognition through natural language processing technology to understand the intentions and emotions expressed by users in messages. Emotional categories can be divided into positive, neutral or negative, which can reveal the user's current psychological state and whether they are dissatisfied with the service or have urgent needs. After identifying the emotional category, the system assigns a second priority to the interaction data based on the emotional category. Negative emotional categories are usually given a higher second priority. Finally, the system combines the first priority and the second priority to calculate the final priority. The position of the user's (target account) message in the customer service queue is determined based on the final priority, and high-priority messages will be processed earlier.

[0036] Step S110: assign the message to be replied to a target object for processing according to the priority of the message to be replied to.

[0037] In this step, the system will intelligently decide whether to assign the message to the intelligent service module for automatic processing or to the manual customer service module for manual intervention based on the priority of the message. High-priority messages can be sent directly to manual customer service, while low-priority routine consultations can be handled by the intelligent service module.

[0038] In an optional embodiment, the message to be replied is assigned to a target object for processing according to the priority of the message to be replied, including: obtaining a plurality of accounts to be processed of assignable objects and basic information of the plurality of assignable objects; determining the priorities of the plurality of assignable objects according to the plurality of accounts to be processed of the assignable objects and the basic information of the plurality of assignable objects; determining the assignable object whose priority matches the priority of the message to be replied as the target object; and assigning the message to be replied to the target object for processing.

[0039] Optionally, the customer service system retrieves multiple customer service representatives (assignable objects) in the system and obtains their current pending accounts and basic information. Pending accounts refer to the list of user requests or sessions that the customer service representative is currently responsible for or waiting to process. The basic information includes the customer service representative's skill rating, work status (such as idle or busy), professional field (such as technical support, sales consultation, etc.), processing efficiency history, etc. The system calculates the priority of each customer service representative based on the number and complexity of the pending accounts of the assignable objects and their basic information. For example, if a customer service representative currently has few pending accounts, a high skill rating, and a professional field related to the user request, his / her priority will be relatively high. After obtaining the priority of the user request and the priority of the customer service representative, the system will look for a customer service representative whose priorities match the two. If the priority of the user request is high, the system will give priority to customer service representatives who have strong ability to handle urgent requests and have few pending accounts to ensure that the user's problem can be solved in a timely and effective manner.

[0040] In an optional embodiment, the message to be replied is assigned to the target object for processing, including: generating an event to be processed based on the message to be replied and the interaction data of each of the multiple channels; sending the event to be processed to the event processor, and the event processor transfers the event to be processed to the target object for processing.

[0041] Optionally, the system will integrate the received pending messages and the historical interaction data of multiple channels related to the message to generate a pending event. This event contains the details of the user's request, basic user information, and interaction records with the user through different channels such as phone, online chat, email, social media, etc. The purpose of integrating this data is to fully understand the user's needs and history so that subsequent processing objects can make more accurate and personalized responses based on this information. The generated pending events will be sent to the event processor in the customer service system. After receiving the pending events, the event processor will automatically transfer the events to the target object's pending queue for further processing based on the event's priority, content, and the target object's availability and processing capabilities.

[0042] In an optional embodiment, the method further includes: performing semantic recognition on the message to be replied to, determining keywords included in the message to be replied to; and sending a reply related to the keywords to the target account.

[0043] Optionally, when the system receives a message to be replied, the natural language processing technology in the intelligent service module in the customer service system is used to semantically identify and analyze the message content. Semantic recognition is not limited to surface text matching, but also includes understanding the meaning, emotion and context of the message to obtain a more accurate intention. Through this process, the system is able to determine the key information or keywords contained in the message, such as product name, service problem, technical support needs, etc. Once the keywords are determined, the system will query its knowledge base or other preset reply rules to find reply templates or solutions associated with these keywords. For example, if the keyword is "return", the system will automatically call the explanation of the return process and generate a reply message containing the return conditions, process and contact information. The generated reply message will then be sent to the target account, that is, the sender of the message.

[0044] By the above-mentioned receiving the message to be replied sent based on the target account; obtaining the basic information of the target account in response to the message to be replied; determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of each of the multiple channels; determining the priority of the message to be replied according to the basic information of the target account and the interaction data of each of the multiple channels; and allocating the message to be replied to the target object for processing according to the priority of the message to be replied, the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system is solved, and the purpose of centralized management of customer needs is achieved, making statistical data more accurate, early warning more precise, and reducing message loss and duplication of work, thereby achieving the technical effect of improving the work efficiency of the customer service team and improving customer satisfaction.

[0045] Based on the above embodiments and optional embodiments, the present invention proposes an optional implementation manner.

[0046] Step S1, receiving a message to be replied to sent based on a target account.

[0047] Optionally, the customer service system receives user requests and messages from multiple channels through an integration module, and these channels may include telephone, email, social media, online chat, etc.

[0048] Step S2, in response to the message to be replied, obtain basic information of the target account.

[0049] Optionally, when the customer service system receives a message from a user (target account) that requires a reply, the system retrieves basic information related to the target account from its database or external system. Basic information usually includes but is not limited to the user's personal information (such as name, gender, age), contact information (such as telephone number, email address), etc.

[0050] Step S3, determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of each of the multiple channels, including: generating a data call request based on the target account; sending the data call request to the databases corresponding to the multiple channels respectively, wherein the databases corresponding to the multiple channels respectively respond to the data call request and return the interaction data of the multiple channels respectively; receiving the interaction data of the multiple channels respectively returned by the databases corresponding to the multiple channels respectively.

[0051] Optionally, when the system receives a message to be replied from a user (target account), the integration module generates a data call request. The system sends this data call request to the databases corresponding to each channel. These databases include, but are not limited to, telephone call record databases, online chat message databases, email interaction record databases, social media activity databases, and work order system databases. After receiving the data call request, the database corresponding to each channel will query the relevant user interaction records according to the parameters in the request, and feed these records back to the customer service system. For example, the telephone call database can return the most recent call records and call duration, and the online chat database will provide data such as the first response time and customer service intervention.

[0052] Step S4, determining the priority of the message to be replied based on the basic information of the target account and the interaction data of each of the multiple channels, including: determining the first priority based on the basic information of the target account; performing semantic recognition on the interaction data of each of the multiple channels to determine the emotion category corresponding to the target account; determining the second priority corresponding to the interaction data of each of the multiple channels based on the emotion category corresponding to the target account; and determining the priority of the message to be replied by combining the first priority and the second priority.

[0053] Optionally, the system calculates the first priority based on the basic information of the target account. At the same time, the system conducts in-depth analysis of interaction data from multiple channels, especially semantic recognition through natural language processing technology to understand the intentions and emotions expressed by users in messages. Emotional categories can be divided into positive, neutral or negative, which can reveal the user's current psychological state and whether they are dissatisfied with the service or have urgent needs. After identifying the emotional category, the system assigns a second priority to the interaction data based on the emotional category. Negative emotional categories are usually given a higher second priority. Finally, the system combines the first priority and the second priority to calculate the final priority. The position of the user's (target account) message in the customer service queue is determined based on the final priority, and high-priority messages will be processed earlier.

[0054] Step S5, according to the priority of the message to be replied, assigning the message to be replied to a target object for processing, including: obtaining a plurality of accounts to be processed of assignable objects and basic information of the plurality of assignable objects; determining the priorities of the plurality of assignable objects according to the accounts to be processed of the plurality of assignable objects and the basic information of the plurality of assignable objects; determining the assignable object whose priority matches the priority of the message to be replied as the target object; and assigning the message to be replied to the target object for processing.

[0055] Optionally, the customer service system retrieves multiple customer service representatives (assignable objects) in the system and obtains their current pending accounts and basic information. Pending accounts refer to the list of user requests or sessions that the customer service representative is currently responsible for or waiting to process. The basic information includes the customer service representative's skill rating, work status (such as idle or busy), professional field (such as technical support, sales consultation, etc.), processing efficiency history, etc. The system calculates the priority of each customer service representative based on the number and complexity of the pending accounts of the assignable objects and their basic information. For example, if a customer service representative currently has few pending accounts, a high skill rating, and a professional field related to the user request, his / her priority will be relatively high. After obtaining the priority of the user request and the priority of the customer service representative, the system will look for a customer service representative whose priorities match the two. If the priority of the user request is high, the system will give priority to customer service representatives who have strong ability to handle urgent requests and have few pending accounts to ensure that the user's problem can be solved in a timely and effective manner.

[0056] Step S51, assigning the message to be replied to to the target object for processing, including: generating an event to be processed according to the message to be replied and the interaction data of each of the multiple channels; sending the event to be processed to the event processor, and the event processor transfers the event to be processed to the target object for processing.

[0057] Optionally, the system will integrate the received pending messages and the historical interaction data of multiple channels related to the message to generate a pending event. This event contains the details of the user's request, basic user information, and interaction records with the user through different channels such as phone, online chat, email, social media, etc. The purpose of integrating this data is to fully understand the user's needs and history so that subsequent processing objects can make more accurate and personalized responses based on this information. The generated pending events will be sent to the event processor in the customer service system. After receiving the pending events, the event processor will automatically transfer the events to the target object's pending queue for further processing based on the event's priority, content, and the target object's availability and processing capabilities.

[0058] Step S52 also includes: performing semantic recognition on the message to be replied to, determining keywords included in the message to be replied to; and sending a reply related to the keywords to the target account.

[0059] Optionally, when the system receives a message to be replied, the natural language processing technology in the intelligent service module in the customer service system is used to semantically identify and analyze the message content. Semantic recognition is not limited to surface text matching, but also includes understanding the meaning, emotion and context of the message to obtain a more accurate intention. Through this process, the system is able to determine the key information or keywords contained in the message, such as product name, service problem, technical support needs, etc. Once the keywords are determined, the system will query its knowledge base or other preset reply rules to find reply templates or solutions associated with these keywords. For example, if the keyword is "return", the system will automatically call the explanation of the return process and generate a reply message containing the return conditions, process and contact information. The generated reply message will then be sent to the target account, that is, the sender of the message.

[0060] By the above-mentioned receiving the message to be replied sent based on the target account; obtaining the basic information of the target account in response to the message to be replied; determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of each of the multiple channels; determining the priority of the message to be replied according to the basic information of the target account and the interaction data of each of the multiple channels; and allocating the message to be replied to the target object for processing according to the priority of the message to be replied, the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system is solved, and the purpose of centralized management of customer needs is achieved, making statistical data more accurate, early warning more precise, and reducing message loss and duplication of work, thereby achieving the technical effect of improving the work efficiency of the customer service team and improving customer satisfaction.

[0061] The above optional implementation method achieves at least the following effects: First, omni-channel customer interaction management and early warning are realized. By integrating customer interactions of various channels, customer consultations, complaints, requests, etc. are centrally managed, making statistical data more accurate, abnormal early warnings more precise, and reducing message loss and duplication of work. In addition, a unified view can display the customer's history and problems on different channels, so that customer service representatives can fully understand the customer's needs and history, and answer and solve customer problems more accurately. Second, a unified transfer to manual routing is set. The use of omni-channel transfer to manual routing promotes collaboration and communication between different departments, so that various departments can share customer information and provide consistent services. It helps to break information islands, improve internal coordination efficiency, achieve better teamwork, and greatly improve team work efficiency. Third, a more intelligent transfer to manual queue is set. According to the actual needs of the user and the urgency of the problem, the score is calculated, and the order of the customer in the manual queue is determined according to the score, so that the manual customer service can give priority to urgent and intelligent service-unresolved problems, give users faster responses, reduce resource waste, and improve customer satisfaction and service efficiency.

[0062] It should be noted that the steps shown in the flowcharts of the accompanying drawings can be executed in a computer system such as a set of computer executable instructions, and that, although a logical order is shown in the flowcharts, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0063] In this embodiment, a message processing device is also provided, which is used to implement the above-mentioned embodiments and preferred implementation modes, and the descriptions that have been made will not be repeated. As used below, the terms "module" and "device" can implement a combination of software and / or hardware of a predetermined function. Although the devices described in the following embodiments are preferably implemented in software, the implementation of hardware, or a combination of software and hardware, is also possible and conceivable.

[0064] According to an embodiment of the present invention, a device embodiment for implementing the message processing method is also provided. Figure 2 is a schematic diagram of a message processing device according to an embodiment of the present invention. Figure 2 As shown, the message processing device includes a receiving module 21, an acquiring module 22, a first determining module 23, a second determining module 24, and an allocating module 25. The device is described below.

[0065] The receiving module 21 is used to receive a message to be replied to based on the target account;

[0066] The acquisition module 22 is connected to the receiving module 21 and is used to obtain basic information of the target account in response to the message to be replied;

[0067] The first determination module 23 is connected to the acquisition module 22 and is used to determine the historical message records of the target account interacting through multiple channels respectively, and obtain the interaction data of the multiple channels respectively;

[0068] The second determination module 24 is connected to the first determination module 23 and is used to determine the priority of the message to be replied according to the basic information of the target account and the interaction data of each of the multiple channels;

[0069] The allocation module 25 is connected to the second determination module 24 and is used to allocate the messages to be replied to to the target objects for processing according to the priorities of the messages to be replied to.

[0070] In a message processing device provided by an embodiment of the present invention, a receiving module is set up to receive messages to be replied sent based on a target account; an acquisition module is used to obtain basic information of the target account in response to the messages to be replied; a first determination module is used to determine the historical message records of the target account interacting through multiple channels respectively, and obtain the interaction data of each of the multiple channels; a second determination module is used to determine the priority of the message to be replied based on the basic information of the target account and the interaction data of each of the multiple channels; an allocation module is used to allocate the message to be replied to the target object for processing according to the priority of the message to be replied, thereby solving the technical problem of insufficient multi-channel information integration in the existing enterprise customer service system, achieving the purpose of centralized management of customer needs and making customer service replies more accurate, thereby achieving the technical effect of improving the work efficiency of the customer service team and improving customer satisfaction.

[0071] It should be noted that the above modules can be implemented by software or hardware. For example, for the latter, it can be implemented in the following ways: the above modules can be located in the same processor; or the above modules can be located in different processors in any combination.

[0072] It should be noted that the receiving module 21, the acquiring module 22, the first determining module 23, the second determining module 24, and the allocating module 25 correspond to steps S102 to S110 in the embodiment, and the examples and application scenarios implemented by the modules and the corresponding steps are the same, but are not limited to the contents disclosed in the above embodiment. It should be noted that the modules as part of the device can be run in a computer terminal.

[0073] It should be noted that the optional or preferred implementation of this embodiment can refer to the relevant description in the embodiment, which will not be repeated here.

[0074] The above-mentioned message processing device may also include a processor and a memory. The receiving module 21, the acquisition module 22, the first determination module 23, the second determination module 24, the allocation module 25, etc. are all stored in the memory as program units, and the processor executes the above-mentioned program units stored in the memory to realize the corresponding functions.

[0075] The processor includes a kernel, which retrieves the corresponding program unit from the memory. There can be one or more kernels. The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM, and the memory includes at least one storage chip.

[0076] An embodiment of the present invention provides a non-volatile storage medium on which a program is stored. When the program is executed by a processor, a message processing method is implemented.

[0077] like Figure 3 As shown, an embodiment of the present invention provides an electronic device, the electronic device 10 includes a processor, a memory, and a program stored in the memory and executable on the processor. When the processor executes the program, the following steps are implemented: the memory is used to store a computer program, wherein when the computer program is executed by the processor, the processor implements the above-mentioned message processing method. The device in this article may be a server, a PC, etc.

[0078] The present invention also provides a computer program product, which, when executed on a data processing device, is suitable for executing a program that is initialized with the following method steps: computer instructions are executed by a processor to perform the above-mentioned message processing method.

[0079] Those skilled in the art will appreciate that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0080] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0081] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0082] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0083] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0084] The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. The memory is an example of a computer-readable medium.

[0085] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. Information can be computer readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0086] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, commodity or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, commodity or device. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, commodity or device including the elements.

[0087] It will be appreciated by those skilled in the art that embodiments of the present invention may be provided as methods, systems or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment or an embodiment combining software and hardware. Moreover, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program codes.

[0088] The above are only embodiments of the present invention and are not intended to limit the present invention. For those skilled in the art, the present invention may have various modifications and variations. Any modification, equivalent substitution, improvement, etc. made within the spirit and principle of the present invention should be included in the scope of the claims of the present invention.

Claims

1. A message processing method, characterized in that: include: Receive messages to be replied to based on the target account; In response to the message to be replied, obtaining basic information of the target account; Determine historical message records of the target account interacting through multiple channels respectively, and obtain interaction data of each of the multiple channels; Determining the priority of the message to be replied to according to the basic information of the target account and the interaction data of each of the multiple channels; According to the priority of the message to be replied, the message to be replied is allocated to the target object for processing.

2. The method according to claim 1, characterized in that The determining the priority of the message to be replied to according to the basic information of the target account and the interaction data of each of the multiple channels includes: Determine a first priority based on the basic information of the target account; Performing semantic recognition on the interaction data of each of the multiple channels to determine the sentiment category corresponding to the target account; Determining, according to the emotion category corresponding to the target account, a second priority corresponding to the interaction data of each of the multiple channels; The priority of the message to be replied is determined by combining the first priority and the second priority.

3. The method according to claim 1, characterized in that The determining the historical message records of the target account interacting through multiple channels respectively, and obtaining the interaction data of each of the multiple channels, includes: Generate a data call request based on the target account; Sending the data call request to the databases corresponding to the multiple channels respectively, wherein the databases corresponding to the multiple channels respectively respond to the data call request and return the interaction data of the multiple channels respectively; Receive the interaction data of each of the multiple channels returned by the databases corresponding to each of the multiple channels.

4. The method according to claim 1, characterized in that: The step of allocating the message to be replied to a target object for processing according to the priority of the message to be replied to includes: Acquire multiple accounts to be processed of distributable objects and basic information of the multiple distributable objects; Determining priorities of the multiple allocatable objects according to the pending accounts of the multiple allocatable objects and basic information of the multiple allocatable objects; Determine an assignable object whose priority matches the priority of the message to be replied to as the target object; The message to be replied is distributed to the target object for processing.

5. The method according to claim 4, characterized in that The allocating the message to be replied to to the target object for processing includes: Generate an event to be processed according to the message to be replied and the interaction data of each of the multiple channels; The event to be processed is sent to the event processor, and the event processor transfers the event to be processed to the target object to wait for processing.

6. The method according to any one of claims 1 to 5, characterized in that Also includes: Performing semantic recognition on the message to be replied to, and determining keywords included in the message to be replied to; A reply related to the keyword is sent to the target account.

7. A message processing device, characterized in that: include: A receiving module, used for receiving a message to be replied to based on a target account; An acquisition module, configured to acquire basic information of the target account in response to the message to be replied; A first determination module is used to determine the historical message records of the target account interacting through multiple channels respectively, and obtain the interaction data of each of the multiple channels; A second determination module, configured to determine the priority of the message to be replied to according to the basic information of the target account and the interaction data of each of the multiple channels; The allocation module is used to allocate the message to be replied to to a target object for processing according to the priority of the message to be replied.

8. A non-volatile storage medium, characterized in that: The non-volatile storage medium includes a stored program, wherein when the program is running, the device where the non-volatile storage medium is located is controlled to execute the message processing method according to any one of claims 1 to 6.

9. A computer device, characterized in that: include: Memory and processor, The memory stores a computer program; The processor is used to execute the computer program stored in the memory, and when the computer program is running, the processor executes the message processing method according to any one of claims 1 to 6.

10. A computer program product comprising computer instructions, characterized in that: The computer instructions are executed by a processor to implement the message processing method described in any one of claims 1 to 6.

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