Information interaction method and device, equipment, storage medium and program product

Abstract

The invention provides an information interaction method and device, electronic equipment, a storage medium and a program product, and the method comprises the steps that when a first customer service system determines that target demand information of a current user is matched with a second customer service system, the target demand information is sent to the second customer service system, the second customer service system matches a second seat for the current user; and then, acquiring reply information corresponding to the target demand information sent by the second customer service system, and feeding back the reply information to the current user, so that the user completes cross-system customer service consultation in the first customer service system, and the cross-system customer service consultation efficiency of the user is further improved.

Description

Technical Field

[0001] The present application relates to the field of interactive technology, and in particular to an information interaction method, device, equipment, storage medium and program product. Background Art

[0002] Currently, the process of cross-system customer service consultation is cumbersome and often requires users to log in to multiple customer service systems in succession. This is not only inefficient, but also seriously affects the user experience when conducting customer service consultation. Summary of the invention

[0003] In view of this, the purpose of this application is to propose an information interaction method, device, electronic device, storage medium and program product to improve the efficiency of user cross-system customer service consultation.

[0004] Based on the above purpose, the first aspect of the present application provides an information interaction method, which is applied in a first customer service system, and the method includes:

[0005] In response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user;

[0006] Acquire reply information corresponding to the target demand information sent by the second customer service system, and feed back the reply information to the current user.

[0007] Based on the same inventive concept, the second aspect of the present application provides another information interaction method, which is applied to a second customer service system, and the method includes:

[0008] Acquire target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system;

[0009] Matching a second seat for the current user;

[0010] Sending reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0011] Based on the same inventive concept, the third aspect of the present application provides an information interaction device, which is applied in a first customer service system, and includes:

[0012] A first sending module, in response to determining that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user;

[0013] The first acquisition module acquires reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user.

[0014] Based on the same inventive concept, the fourth aspect of the present application provides another information interaction device, which is applied to a second customer service system, and includes:

[0015] A second acquisition module acquires target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system;

[0016] A second matching module, matching a second seat for the current user;

[0017] The second sending module sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0018] Based on the same inventive concept, the fifth aspect of the present application also provides an electronic device, including a memory, a processor, and a computer program stored on the memory and executable by the processor, and when the processor executes the program, it implements the information interaction method described in the first aspect or the second aspect above.

[0019] Based on the same inventive concept, the sixth aspect of the present application also provides a non-transitory computer-readable storage medium, which stores computer instructions, and the computer instructions are used to enable a computer to execute the information interaction method described in the first aspect or the second aspect above.

[0020] Based on the same inventive concept, the seventh aspect of the present application also provides a computer program product, including computer program instructions. When the computer program instructions are executed on a computer, the computer executes the information interaction method described in the first aspect or the second aspect above.

[0021] From the above, it can be seen that the information interaction method, device, electronic device and program product provided by the present application, when it is determined that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches the second seat for the current user; then, obtains the reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user, so that the user can complete the cross-system customer service consultation in the first customer service system, further improving the efficiency of the user's cross-system customer service consultation. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] In order to more clearly illustrate the technical solutions in the present application or related technologies, the drawings required for use in the embodiments or related technical descriptions are briefly introduced below. Obviously, the drawings described below are only embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0023] Figure 1 A schematic diagram of an application scenario of an embodiment of the present application;

[0024] Figure 2 A flowchart of an information interaction method according to an embodiment of the present application;

[0025] Figure 3 This is a schematic diagram of an effect of feeding back reply information to a user in an embodiment of the present application;

[0026] Figure 4 This is another schematic diagram of the effect of feeding back reply information to the user in an embodiment of the present application;

[0027] Figure 5 A flowchart of another information interaction method according to an embodiment of the present application;

[0028] Figure 6 A flowchart of another information interaction method according to an embodiment of the present application;

[0029] Figure 7 A schematic diagram of the structure of an information interaction device according to an embodiment of the present application;

[0030] Figure 8 A schematic diagram of the structure of another information interaction device according to an embodiment of the present application;

[0031] Fig. 9 A schematic diagram of the structure of a specific electronic device according to an embodiment of the present application. DETAILED DESCRIPTION

[0032] In order to make the purpose, technical solutions and advantages of this specification more clear, this specification is further described in detail below in combination with specific embodiments and with reference to the accompanying drawings.

[0033] It is understandable that before using the technical solutions disclosed in the embodiments of this application, the categories, scope of use, usage scenarios, etc. of the personal information involved in this application should be informed to the user and the user's authorization should be obtained in an appropriate manner in accordance with relevant laws and regulations.

[0034] It is understandable that the data involved in this technical solution (including but not limited to the data itself, the acquisition or use of the data) shall comply with the requirements of relevant laws, regulations and relevant provisions.

[0035] In order to make the purpose, technical solutions and advantages of this specification more clear, this specification is further described in detail below in combination with specific embodiments and with reference to the accompanying drawings.

[0036] It should be noted that, unless otherwise defined, the technical terms or scientific terms used in the embodiments of the present application should be understood by people with ordinary skills in the field to which the present application belongs. The "first", "second" and similar words used in the embodiments of the present application do not represent any order, quantity or importance, but are only used to distinguish different components. "Including" or "comprising" and similar words mean that the elements, objects or method steps appearing before the word cover the elements, objects or method steps listed after the word and their equivalents, without excluding other elements, objects or method steps. "Connect" or "connected" and similar words are not limited to physical or mechanical connections, but can include electrical connections, whether direct or indirect. "Up", "down", "left", "right" and the like are only used to indicate relative positional relationships. When the absolute position of the described object changes, the relative positional relationship may also change accordingly. In addition, in the description of the embodiments of the present application, unless otherwise specified, the term "multiple" refers to two or more. The term "and / or" describes the association relationship of associated objects, indicating that three relationships can exist. For example, A and / or B can mean: A exists alone, A and B exist at the same time, and B exists alone. The character " / " generally indicates that the associated objects are in an "or" relationship.

[0037] It is understandable that before using the technical solutions of each embodiment of the present application, the type, scope of use, usage scenarios, etc. of the personal information involved will be informed to the user in an appropriate manner, and the user's authorization will be obtained.

[0038] For example, in response to receiving an active request from a user, a prompt message is sent to the user to clearly remind the user that the operation requested to be performed will require obtaining and using the user's personal information. Thus, the user can independently choose whether to provide personal information to the electronic device, application, server, storage medium or other software or hardware that performs the operation of the technical solution of the present application according to the prompt message.

[0039] As an optional but non-limiting implementation, in response to receiving the user's active request, the prompt information may be sent to the user in the form of a pop-up window, in which the prompt information may be presented in text form. In addition, the pop-up window may also carry a selection control for the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0040] It is understandable that the above notification and the process of obtaining user authorization are merely illustrative and do not constitute a limitation on the implementation method of this application. Other methods that meet relevant laws and regulations may also be applied to the implementation method of this application.

[0041] As described in the background technology section, with the development of various Internet platforms, users sometimes consult about issues that cross multiple businesses when consulting customer service, which requires users to conduct cross-system customer service consultation. However, in the current related technologies, the process of users' cross-system customer service consultation is cumbersome. For example, a user initially consults about issues related to customer service system A in customer service system A, but after a period of time, a certain issue he consults belongs to customer service system B. At this time, the related technology generally sends a link to customer service system B to the user through customer service system A, and then the user jumps to customer service system B through the link and re-initiates the customer service process in customer service system B, that is, the user needs to re-describe the problem encountered, and the agent of customer service system B also needs to re-confirm with the user. The efficiency of communication and problem solving is low, and the overall user experience is poor.

[0042] In order to solve the above technical problems, the present application provides an information interaction method, when the first customer service system determines that the target demand information of the current user matches the second customer service system, the first customer service system sends the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user; then, the reply information corresponding to the target demand information sent by the second customer service system is obtained, and the reply information is fed back to the current user, so that the user can complete cross-system customer service consultation in the first customer service system, thereby improving the efficiency of the user's cross-system customer service consultation and improving the user's experience of cross-system customer service consultation.

[0043] After introducing the basic principles of the present application, various non-limiting implementation methods of the present application are described in detail below.

[0044] In some specific application scenarios, the information interaction method of the present application can be applied to various customer service consulting platforms or systems. For example, the customer service consulting system can be a customer service system of a running program (APP). As an example, the application scenario includes at least one server and at least one terminal. The server and the terminal can communicate through the network to achieve data transmission. Among them, the network can be a wired network or a wireless network, which is not specifically limited in this application.

[0045] The server can be a server that provides various services. Specifically, the server can be used to provide background services for applications running on the terminal. Optionally, in some implementations, the information interaction method provided in the embodiments of the present application can be executed by a server or a terminal. The server can be hardware or software. When the server is hardware, it can be implemented as a distributed server cluster consisting of multiple servers, or it can be implemented as a single server. When the server is software, it can be implemented as multiple software or software modules (for example, software or software modules used to provide distributed services), or it can be implemented as a single software or software module. The embodiments of the present application do not specifically limit this.

[0046] refer to Figure 1 , which is a schematic diagram of an application scenario of the information interaction method provided by the exemplary embodiment of the present application. The application scenario includes a terminal device 101, a server 102, and a data storage system 103. Among them, the terminal device 101, the server 102 and the data storage system 103 can be connected through a wired or wireless communication network. The terminal device 101 includes but is not limited to a desktop computer, a mobile phone, a mobile computer, a tablet computer, a media player, a smart wearable device, a personal digital assistant (PDA) or other electronic devices capable of realizing the above functions. The server 102 and the data storage system 103 can both be independent physical servers, or a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms.

[0047] The server 102 is used to provide information interaction services to the user of the terminal device 101. The terminal device 101 is installed with a client that communicates with the server 102, and the user can obtain data through the client. During the information interaction process, in response to determining that the target demand information of the current user matches the second customer service system, the server 102 sends the target demand information to the second customer service system so that the second customer service system matches the second seat for the current user, and then obtains the reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user. Optionally, the customer service consultation process can also be completed by the client, which is not limited to this.

[0048] The data storage system 103 stores various data related to the information interaction service. Both the terminal device 101 and the server 102 can randomly retrieve various data from the data storage system 103 .

[0049] Combine the following Figure 1 The information interaction method according to the exemplary embodiment of the present application is described by using the application scenario. It should be noted that the above application scenario is only shown to facilitate understanding of the spirit and principle of the present application, and the implementation of the present application is not limited in this respect. On the contrary, the implementation of the present application can be applied to any applicable scenario.

[0050] refer to Figure 2 , an embodiment of the present application provides an information interaction method, the method is applied to a first customer service system, the method comprises the following steps:

[0051] S101, in response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system, so that the second customer service system matches a second agent for the current user.

[0052] In specific implementation, when it is determined that the target demand information of the current user matches the second customer service system, at this time, since the target demand information consulted by the user does not fall within the answer scope of the first customer service system, the first agent cannot directly answer, and the target demand information matches the second customer service system, that is, the second customer service system is required to complete the answer. In order to avoid the user jumping to the second customer service system, the first customer service system can send the target demand information to the second customer service system, and then the second customer service system matches the second agent for the current user, and then the second agent replies with the reply information corresponding to the target demand information. Optionally, the user's target demand information can be a question information issued by the user, or it can be an instruction information issued by the user, or other demand information, which is not limited to this.

[0053] In some embodiments, after the user logs in to the first customer service system, he can conduct conversations, consultations, input demand information, and other operations in the first customer service system. The first customer service system can match the first seat for the current user after receiving the user's demand information, or without matching the first seat first, the first customer service system can directly determine whether the target demand information entered by the current user matches the second customer service system, and if so, send the target demand information to the second customer service system.

[0054] In some embodiments, after the current user logs in to the first customer service system, the first seat can be directly matched for the current user. Optionally, the match can be made randomly or accurately based on the relevant information of the current user, and there is no limitation on this. After matching the first seat for the current user, the current user can consult on issues by communicating with the first seat. The first customer service system is the customer service system logged in by the current user. Optionally, the first customer service system can be any customer service system in the relevant technology. The first seat is the seat in the first customer service system, and the first seat is mainly used to provide users with consultation on issues related to the first customer service system. Optionally, the first seat can be a manual seat or an AI seat, and there is no limitation on this.

[0055] In some embodiments, in order to accurately determine whether the target demand information of the current user matches the second customer service system, the operation instructions of the first agent can be used to determine whether the target demand information of the current user matches the second customer service system. If matched, the first coordinate sends a confirmation instruction to the first customer service system.

[0056] In some embodiments, the first customer service system can determine whether the target demand information of the current user matches the second customer service system by methods such as semantic recognition or keyword matching. If so, the first customer service system directly sends the target demand information to the second customer service system. Optionally, the first customer service system determines whether the target demand information of the current user matches the second customer service system before matching the first seat for the current user or after matching the first seat for the current user, and there is no limitation on this.

[0057] In order to accurately send the target demand information to the second customer service system, in some embodiments, sending the target demand information to the second customer service system specifically includes:

[0058] The target demand information is sent to the first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

[0059] In specific implementation, a message queue between the first customer service system and the second customer service system can be established. For the sake of distinction, the queue that sends messages to the second customer service system can be called the first message queue. After the first customer service system sends the target demand information to the first message queue, the second customer service system can obtain the target demand information by subscribing to the first message queue, so that the second customer service can obtain the target demand information from the second customer service system. Optionally, in some embodiments, message transmission between the first customer service system and the second customer service system can be established by other means, which are not limited to this. For example, a first cross-system seat can be set in the first customer service system, and a second cross-system seat can be set in the second customer service system, and then the message transmission between the two customer service systems can be carried out through the first cross-system seat and the second cross-system seat.

[0060] In some embodiments, when the first customer service system sends the target demand information to the first message queue, it can simultaneously send the identification identifier corresponding to the current user to the first message queue together with the target demand information. When the first message queue includes multiple demand information, the second customer service system can accurately obtain the demand information corresponding to each consulting user through the identification identifier.

[0061] In some embodiments, the target demand information may include the demand proposed by the current user and the identification mark corresponding to the current user.

[0062] S102, obtaining reply information corresponding to the target demand information sent by the second customer service system, and feeding back the reply information to the current user.

[0063] In specific implementation, after the first customer service system sends the target demand information to the second customer service system, the first customer service system can further wait to obtain reply information corresponding to the target demand information sent by the second customer service system, and then feed back the reply information to the current user, so that the user can receive replies from the first agent and the second agent at the same time in the first customer service system, avoiding the complicated operation of re-logging into the second customer service system.

[0064] In order to accurately obtain the reply information sent by the second customer service system, in some embodiments, obtaining the reply information corresponding to the target demand information sent by the second customer service system specifically includes:

[0065] Subscribing to a second message queue, and obtaining the reply information from the second message queue;

[0066] The reply information is sent by the second customer service system to the second message queue.

[0067] In specific implementation, for the sake of easy distinction, the queue that sends messages to the first customer service system can be called the second message queue. When the second customer service system sends the reply information to the second message queue, the first customer service system can obtain the reply information from the second message queue by subscribing to the second message queue. Optionally, the reply information may include the answer corresponding to the target demand information and the identification corresponding to the current user, so that the first customer service system can accurately find the reply information corresponding to the current user in the second message list.

[0068] In some embodiments, the second customer service system sends the reply information to the second message queue and also sends the identification identifier corresponding to the current user to the second message queue.

[0069] In some embodiments, feeding back the reply information to the current user specifically includes:

[0070] In the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of the first agent; wherein the first agent is the agent matched by the first customer service system for the current user;

[0071] Or, in the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent.

[0072] In specific implementation, in order to further improve the user experience, when the reply information is fed back to the current user, the reply information can be sent to the current user with the ID of the first agent in the chat window between the current user and the first agent. In this way, from the perspective of the current user, there is no difference between the reply information obtained from the second customer service system and the reply of the first agent of the first customer service system. Figure 3 Among them, for user A, after asking questions twice, the agent ID that answered is customer service X (the first agent), so that cross-system customer service consultation can be achieved without any feeling on the user side.

[0073] In some embodiments, when the reply information is fed back to the current user, the reply information can also be sent to the current user in the chat window between the current user and the first agent using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent, so that the user can be reminded that the target demand information currently proposed is replied by an agent of a different system. Figure 4, wherein user A asks two questions successively, and the IDs of the agents who answer the questions are customer service X and customer service Y respectively. In this way, the user can distinguish the two different agents who reply through the ID. In some embodiments, the names of different customer service systems can also be reflected in the agent ID, for example, the first customer service system - customer service X, the second customer service system - customer service Y. Optionally, the third virtual agent can be a virtual agent corresponding to the second agent specially set for the current user, or a target virtual agent set in advance. Then, when any user is asked a question related to the second customer service system, the ID of the target virtual agent can be used to answer.

[0074] In some embodiments, a target virtual agent may be set in the first customer service system, and the target virtual agent is used to reply to all reply information obtained from the second customer service system.

[0075] In some embodiments, after feeding back the reply information to the current user, the method further includes:

[0076] Stopping the first agent's consulting service for the current user;

[0077] During the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user.

[0078] In specific implementation, after the reply information is fed back to the current user, the user's consulting questions can be answered by the second agent of the second customer service system. In order to save resources, the consulting service of the first agent to the current user can be directly stopped, that is, the first agent can be directly offline, so that the first agent can be matched with other consulting users. Optionally, during the process of the second agent continuing to provide consulting services to the current user, if the current user re-proposes demand information that matches the first customer service system, then a seat can be re-matched for the current user in the first customer service system to answer questions related to the first customer service system.

[0079] In some embodiments, after feeding back the reply information to the current user, the method further includes:

[0080] Maintaining the consulting service provided by the first agent to the current user, and determining whether the current user has submitted demand information matching the first customer service system within a preset time;

[0081] In response to determining that the current user has not put forward demand information matching the first customer service system within a preset time, stopping the first agent's consulting service for the current user;

[0082] In response to determining that the current user has submitted demand information that matches the first customer service system within a preset time, the first agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the first customer service system within the preset time.

[0083] In the specific implementation, it is considered that when the user is consulting customer service, the questions raised may frequently cross between the two customer service systems. At this time, if the first agent is immediately offline after the reply information is fed back to the current user, it is necessary to frequently match a new agent for the current user, and each time the new agent needs to understand the specific consultation situation of the user from the beginning, which seriously affects the efficiency of the agent answering questions. In order to avoid the above problems, in this embodiment, after the reply information is fed back to the current user, the first agent's consulting service for the current user is first maintained, and then it is determined whether the current user has raised demand information matching the first customer service system within the preset time. If so, the consulting service of the first agent is continued, and the preset time is calculated again until the current user has not raised demand information matching the first customer service system within the preset time. That is, the quality and efficiency of customer service consultation can be further improved by keeping two agents serving the current user at the same time in a short period of time. Optionally, the preset time can be set as needed, and there is no limitation on this. For example, the preset time can be set to 5 minutes.

[0084] In some embodiments, in response to determining that the target demand information of the current user matches the second customer service system, the method further includes:

[0085] Send the historical chat record between the current user and the first agent to the second customer service system.

[0086] In specific implementation, in order to help the second agent better understand the current user's demand information, the historical chat records between the current user and the first agent can be sent to the second customer service system. Optionally, the first customer service system can send the historical chat records to the first message queue, and then the second customer service system can obtain the historical chat records by subscribing to the first message queue.

[0087] In some embodiments, after feeding back the reply information to the current user, the method further includes:

[0088] Synchronize the demand information of the current user after the target demand information to the second customer service system.

[0089] During specific implementation, in order to realize real-time communication between the second agent and the current user, the demand information of the current user after the target demand information can be synchronized to the second customer service system. Then, after the second agent receives the synchronized demand information of the current user through the second customer service system, it can determine the issues related to the second customer service system and reply in turn.

[0090] The information interaction method provided by the present application is that the first customer service system first matches the first seat for the current user; then when it is determined that the target demand information of the current user matches the second customer service system, the target demand information is sent to the second customer service system, so that the second customer service system matches the second seat for the current user, and the reply information corresponding to the target demand information is replied by the second seat; finally, the reply information corresponding to the target demand information sent by the second customer service system is obtained, and the reply information is fed back to the current user, so that the user can complete the cross-system customer service consultation in the first customer service system, further improving the efficiency of the user's cross-system customer service consultation.

[0091] Based on the same inventive concept, Figure 5 The present application also provides another information interaction method, which is applied in a second customer service system and includes the following steps:

[0092] S201, obtaining target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system.

[0093] During specific implementation, after the current user logs in to the first customer service system, the first customer service system will match the first agent for the current user. During the communication process between the current user and the first agent, issues of the second customer service system may be involved. That is, the current user has proposed target demand information that matches the second customer service system. At this time, the first customer service system will send the target demand information to the second customer service system, and the second customer service system can obtain the target demand information sent by the first customer service system.

[0094] In some embodiments, obtaining the target demand information sent by the first customer service system specifically includes:

[0095] Subscribing to a first message queue, and obtaining the target demand information from the first message queue;

[0096] The target demand information is sent by the first customer service system to the first message queue.

[0097] During specific implementation, in order to enable the second customer service system to accurately obtain the target demand information sent by the first customer service system, the first customer service system will send the target demand information to the first message queue, and then the second customer service system will subscribe to the first message queue, and then it can obtain the target demand information from the first message queue.

[0098] S202: Match a second seat for the current user.

[0099] In specific implementation, after the second customer service system obtains the target demand information sent by the first customer service system, the second customer service system matches the second agent for the current user, and then the second agent replies with the reply information corresponding to the target demand information. Optionally, the second agent can be a manual agent or an AI agent, which is not limited.

[0100] In some embodiments, in order to better match the current user with the second agent, a virtual user corresponding to the current user can be created in the second customer service system, and the virtual user can be used to represent the current user in the second customer service system. Optionally, in some embodiments, a chat window between the virtual user and the second agent can be established in the second customer service system. The demand information of the virtual user in the chat window can be obtained from the first customer service system, and the reply information of the second agent can be sent to the first customer service system for feedback to the current user.

[0101] S203: Send reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0102] In specific implementation, after the second agent is matched for the current user and replies with reply information corresponding to the target demand information, the second customer service system sends the reply information to the first customer service system, so that the first customer service system feeds back the reply information to the current user, thereby enabling the current user to obtain reply information related to the second customer service system without logging into the second customer service system, further improving the user's consultation efficiency and experience.

[0103] In some embodiments, sending reply information corresponding to the target demand information to the first customer service system specifically includes:

[0104] The reply information is sent to the second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

[0105] In specific implementation, in order to accurately send the reply information to the first customer service system, the second customer service system sends the reply information to the second message queue, and then the first customer service system can obtain the target demand information by subscribing to the second message queue.

[0106] In some embodiments, after sending reply information corresponding to the target demand information to the first customer service system, the method further includes:

[0107] Maintaining the consulting service of the second agent to the current user, and determining whether the current user has put forward demand information matching the second customer service system within a preset time;

[0108] In response to determining that the current user has not put forward demand information matching the second customer service system within a preset time, stopping the second agent's consulting service for the current user;

[0109] In response to determining that the current user has submitted demand information that matches the second customer service system within a preset time, the second agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the second customer service system within the preset time.

[0110] During specific implementation, taking into account the continuity of user consultation issues, generally after sending reply information corresponding to the target demand information to the first customer service system, the user may continue to consult content related to the second customer service system, so it is necessary to maintain the second agent's consulting service to the current user. At the same time, considering the work efficiency of the second agent, if the current user does not submit demand information that matches the second customer service system within a preset time, the second agent's consulting service to the current user will be stopped. If the current user submits demand information that matches the second customer service system within the preset time, the second agent's consulting service to the current user will continue, and it will be re-determined whether the current user submits demand information that matches the second customer service system within the preset time.

[0111] In some embodiments, the second customer service system may directly determine whether the current user has submitted demand information matching the second customer service system within a preset time by whether it has received demand information matching the second customer service system sent by the first customer service system.

[0112] In some embodiments, the first customer service system may also send a stop instruction message to the second customer service system when the current user does not submit demand information that matches the second customer service system within a preset time. The second customer service system may determine whether the current user submits demand information that matches the second customer service system within the preset time through the stop instruction message.

[0113] The information interaction method provided in the present application obtains target demand information sent by a first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system; a second agent is matched for the current user, and reply information corresponding to the target demand information is replied by the second agent; reply information corresponding to the target demand information is sent to the first customer service system, so that the first customer service system feeds back the reply information to the current user, so that the current user obtains reply information related to the second customer service system without logging into the second customer service system, thereby further improving the user's consultation efficiency and experience.

[0114] In some embodiments, reference Figure 6 , is a flow chart of an information interaction method of an embodiment of the present application, wherein, in the first customer service system, the consulting user 01 first consults and communicates with the first seat 02, and then when the consulting user 01 proposes target demand information related to the second customer service system, the first customer service system sends the target demand information to the second customer service system through the first message queue, and the second customer service system matches the second seat 05 for the consulting user 01, and creates a virtual user 04 corresponding to the consulting user 01 in the second customer service system. When the second seat 05 provides reply information corresponding to the target demand information, the second customer service system sends the reply information to the first customer service system through the second message queue, and the first customer service system feeds back the reply information to the consulting user 01. Optionally, the first customer service system can feed back the reply information to the consulting user 01 through the created virtual seat 03. Optionally, the virtual seat 03 can be a pre-created virtual seat or a newly created virtual seat corresponding to the second seat, and there is no limitation on this. Figure 6 It can be seen that consulting user 01 only needs to log in to the first customer service system to obtain consulting replies from both the first customer service system and the second customer service system, which further improves the efficiency of consulting and does not require the user to log in back and forth between the two customer service systems, further improving the user experience.

[0115] It should be noted that the method of the embodiment of the present application can be performed by a single device, such as a computer or server. The method of the embodiment of the present application can also be applied to a distributed scenario and completed by multiple devices cooperating with each other. In the case of such a distributed scenario, one of the multiple devices can only perform one or more steps in the method of the embodiment of the present application, and the multiple devices will interact with each other to complete the described method.

[0116] It should be noted that the above describes specific embodiments of the present application. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recorded in the claims can be performed in an order different from that in the above embodiments and still achieve the desired results. In addition, the processes depicted in the accompanying drawings do not necessarily require the specific order or continuous order shown to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0117] Based on the same inventive concept, corresponding to any of the above embodiments, refer to Figure 7 The present application also provides an information interaction device, which is applied in a first customer service system. The information interaction device includes:

[0118] A first sending module 301, in response to determining that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user;

[0119] The first acquisition module 302 acquires reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user.

[0120] In some embodiments, the first sending module 301 is specifically used to:

[0121] The target demand information is sent to the first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

[0122] In some embodiments, the first acquisition module 302 is specifically configured to:

[0123] Subscribing to a second message queue, and obtaining the reply information from the second message queue;

[0124] The reply information is sent by the second customer service system to the second message queue.

[0125] In some embodiments, the first acquisition module 302 is specifically configured to:

[0126] In the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of the first agent; wherein the first agent is the agent matched by the first customer service system for the current user;

[0127] Or, in the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent.

[0128] In some embodiments, the apparatus further comprises a first stopping module, configured to:

[0129] Stopping the first agent's consulting service for the current user;

[0130] During the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user.

[0131] In some embodiments, the device further comprises a first holding module, configured to:

[0132] Maintaining the consulting service provided by the first agent to the current user, and determining whether the current user has submitted demand information matching the first customer service system within a preset time;

[0133] In response to determining that the current user has not put forward demand information matching the first customer service system within a preset time, stopping the first agent's consulting service for the current user;

[0134] In response to determining that the current user has submitted demand information that matches the first customer service system within a preset time, the first agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the first customer service system within the preset time.

[0135] In some embodiments, the apparatus further comprises a recording module, configured to:

[0136] Send the historical chat record between the current user and the first agent to the second customer service system.

[0137] In some embodiments, the apparatus further comprises a synchronization module, configured to:

[0138] Synchronize the demand information of the current user after the target demand information to the second customer service system.

[0139] The information interaction device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding data query method embodiment, which will not be repeated here.

[0140] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present application also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, the information interaction method described in any of the above embodiments is implemented.

[0141] Based on the same inventive concept, corresponding to any of the above embodiments, refer to Figure 8 The present application also provides another information interaction device, which is applied to a second customer service system. The information interaction device includes:

[0142] The second acquisition module 401 acquires target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system;

[0143] A second matching module 402 matches a second seat for the current user;

[0144] The second sending module 403 sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0145] In some embodiments, the second sending module 403 is specifically used to:

[0146] The reply information is sent to the second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

[0147] In some embodiments, the second acquisition module 401 is specifically used to:

[0148] Subscribing to a first message queue, and obtaining the target demand information from the first message queue;

[0149] The target demand information is sent by the first customer service system to the first message queue.

[0150] In some embodiments, the device further comprises a second holding module, configured to:

[0151] Maintaining the consulting service of the second agent to the current user, and determining whether the current user has put forward demand information matching the second customer service system within a preset time;

[0152] In response to determining that the current user has not put forward demand information matching the second customer service system within a preset time, stopping the second agent's consulting service for the current user;

[0153] In response to determining that the current user has submitted demand information that matches the second customer service system within a preset time, the second agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the second customer service system within the preset time.

[0154] The information interaction device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding data query method embodiment, which will not be repeated here.

[0155] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present application also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, the information interaction method described in any of the above embodiments is implemented.

[0156] Fig. 9 A more specific schematic diagram of the hardware structure of an electronic device provided in this embodiment is shown, and the device may include: a processor 1010, a memory 1020, an input / output interface 1030, a communication interface 1040, and a bus 1050. The processor 1010, the memory 1020, the input / output interface 1030, and the communication interface 1040 are connected to each other through the bus 1050 in the device.

[0157] The processor 1010 can be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of this specification.

[0158] The memory 1020 may be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 1020 may store an operating system and other application programs. When the technical solutions provided in the embodiments of this specification are implemented by software or firmware, the relevant program codes are stored in the memory 1020 and are called and executed by the processor 1010.

[0159] The input / output interface 1030 is used to connect the input / output module to realize information input and output. The input / output module can be configured in the device as a component (not shown in the figure), or it can be externally connected to the device to provide corresponding functions. The input device may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output device may include a display, a speaker, a vibrator, an indicator light, etc.

[0160] The communication interface 1040 is used to connect a communication module (not shown) to realize communication interaction between the device and other devices. The communication module can realize communication through a wired mode (such as USB, network cable, etc.) or a wireless mode (such as mobile network, WIFI, Bluetooth, etc.).

[0161] The bus 1050 includes a path that transmits information between the various components of the device (eg, the processor 1010, the memory 1020, the input / output interface 1030, and the communication interface 1040).

[0162] It should be noted that, although the above device only shows the processor 1010, the memory 1020, the input / output interface 1030, the communication interface 1040 and the bus 1050, in the specific implementation process, the device may also include other components necessary for normal operation. In addition, it can be understood by those skilled in the art that the above device may also only include the components necessary for implementing the embodiments of the present specification, and does not necessarily include all the components shown in the figure.

[0163] The electronic device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding method embodiment, which will not be repeated here.

[0164] Based on the same inventive concept, corresponding to any of the above-mentioned embodiment methods, the present application also provides a non-transitory computer-readable storage medium, wherein the non-transitory computer-readable storage medium stores computer instructions, and the computer instructions are used to enable the computer to execute the information interaction method described in any of the above embodiments.

[0165] The computer-readable medium of this embodiment includes permanent and non-permanent, removable and non-removable media, and information storage can be implemented by any method or technology. Information can be computer-readable instructions, data structures, modules of programs, 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, read-only compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, 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.

[0166] The computer instructions stored in the storage medium of the above embodiments are used to enable the computer to execute the information interaction method described in any of the above embodiments, and have the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0167] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present disclosure further provides a computer program product, which includes a computer program. In some embodiments, the computer program is executed by one or more processors so that the processors execute the information interaction method described in the above-mentioned embodiments, and has the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0168] Those skilled in the art should understand that the discussion of any of the above embodiments is merely illustrative and is not intended to imply that the scope of the present application (including the claims) is limited to these examples; based on the concept of the present application, the technical features in the above embodiments or different embodiments may be combined, the steps may be implemented in any order, and there are many other variations of the different aspects of the embodiments of the present application as described above, which are not provided in detail for the sake of simplicity.

[0169] In addition, to simplify the description and discussion, and in order not to make the embodiments of the present application difficult to understand, the known power supply / ground connection with the integrated circuit (IC) chip and other components may or may not be shown in the provided drawings. In addition, the device can be shown in the form of a block diagram to avoid making the embodiments of the present application difficult to understand, and this also takes into account the fact that the details of the implementation of these block diagram devices are highly dependent on the platform to be implemented in the embodiments of the present application (that is, these details should be fully within the scope of understanding of those skilled in the art). In the case of elaborating specific details (e.g., circuits) to describe exemplary embodiments of the present application, it is obvious to those skilled in the art that the embodiments of the present application can be implemented without these specific details or when these specific details are changed. Therefore, these descriptions should be considered to be illustrative rather than restrictive.

[0170] Although the present application has been described in conjunction with specific embodiments of the present application, many replacements, modifications and variations of these embodiments will be apparent to those skilled in the art from the foregoing description. For example, other memory architectures (e.g., dynamic RAM (DRAM)) may use the embodiments discussed.

[0171] The embodiments of the present application are intended to cover all such substitutions, modifications and variations that fall within the broad scope of the appended claims. Therefore, any omissions, modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the embodiments of the present application should be included in the scope of protection of the present application.

Claims

1. An information interaction method, characterized in that: The method is applied to a first customer service system, and the method includes: In response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user; Acquire reply information corresponding to the target demand information sent by the second customer service system, and feed back the reply information to the current user.

2. The method according to claim 1, characterized in that Sending the target demand information to the second customer service system specifically includes: The target demand information is sent to the first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

3. The method according to claim 1, characterized in that Acquiring reply information corresponding to the target demand information sent by the second customer service system, specifically including: Subscribing to a second message queue, and obtaining the reply information from the second message queue; The reply information is sent by the second customer service system to the second message queue.

4. The method according to claim 1, characterized in that: Feeding back the reply information to the current user specifically includes: In the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of the first agent; wherein the first agent is the agent matched by the first customer service system for the current user; Or, in the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent.

5. The method according to claim 4, characterized in that After feeding back the reply information to the current user, the method further includes: Stopping the first agent's consulting service for the current user; During the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user.

6. The method according to claim 4, characterized in that After feeding back the reply information to the current user, the method further includes: Maintaining the consulting service provided by the first agent to the current user, and determining whether the current user has submitted demand information matching the first customer service system within a preset time; In response to determining that the current user has not put forward demand information matching the first customer service system within a preset time, stopping the first agent's consulting service for the current user; In response to determining that the current user has submitted demand information that matches the first customer service system within a preset time, the first agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the first customer service system within the preset time.

7. The method according to claim 4, characterized in that In response to determining that the target demand information of the current user matches the second customer service system, the method further includes: Send the historical chat record between the current user and the first agent to the second customer service system.

8. The method according to claim 1, characterized in that After feeding back the reply information to the current user, the method further includes: Synchronize the demand information of the current user after the target demand information to the second customer service system.

9. An information interaction method, characterized in that: The method is applied to a second customer service system, and the method includes: Acquire target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system; Matching a second seat for the current user; Sending reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

10. The method according to claim 9, characterized in that Sending reply information corresponding to the target demand information to the first customer service system specifically includes: The reply information is sent to the second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

11. The method according to claim 9, characterized in that Obtain the target demand information sent by the first customer service system, including: Subscribing to a first message queue, and obtaining the target demand information from the first message queue; The target demand information is sent by the first customer service system to the first message queue.

12. The method according to claim 9, characterized in that Sending the reply information to the first customer service system After sending the reply information corresponding to the target demand information to the first customer service system, the method further includes: Maintaining the consulting service of the second agent to the current user, and determining whether the current user has put forward demand information matching the second customer service system within a preset time; In response to determining that the current user has not put forward demand information matching the second customer service system within a preset time, stopping the second agent's consulting service for the current user; In response to determining that the current user has submitted demand information that matches the second customer service system within a preset time, the second agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the second customer service system within the preset time.

13. An information interaction device, characterized in that: The device is applied to a first customer service system, and the device includes: A first sending module, in response to determining that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user; The first acquisition module acquires reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user.

14. An information interaction device, characterized in that: The device is applied to a second customer service system, and the device includes: A second acquisition module acquires target demand information sent by the first customer service system; the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system; A second matching module, matching a second seat for the current user; The second sending module sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

15. An electronic device, characterized in that: The method comprises a memory, a processor and a computer program stored in the memory and executable by the processor, wherein when the processor executes the program, the method according to any one of claims 1 to 8 or 9 to 12 is implemented.

16. A non-transitory computer-readable storage medium, characterized in that: The non-transitory computer-readable storage medium stores computer instructions for causing a computer to execute the method according to any one of claims 1 to 8 or 9 to 12.

17. A computer program product, characterized in that The method comprises computer program instructions, which, when executed on a computer, cause the computer to execute the method according to any one of claims 1 to 8 or 9 to 12.

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