Multi-game instant messaging customer service reply system and method, medium and equipment

Abstract

The invention provides a multi-game instant messaging customer service reply system and method, a medium and equipment, and the system comprises an instant messaging unit which is deployed in game clients of different games, can respond to a feedback request of a user to determine a feedback message, and sends the feedback message to a session management server. The session management server determines a target customer service terminal matched with the feedback message and sends the feedback message to the target customer service terminal, the customer service terminal can receive and display the feedback message to the second user and return a reply message determined by the second user, and then the session management server forwards the reply message to the instant messaging unit and sends the reply message to the instant messaging unit. The instant messaging unit can display the reply message to the first user, that is, the instant messaging unit sends the feedback messages of the first user in different games to the customer service terminal through the unified session management server, so that the second user does not need to switch service pages of different games in a multi-game operation environment, and the processing efficiency is improved.

Description

Technical Field

[0001] This specification relates to the field of instant messaging, and particularly to a multi-game instant messaging customer service reply system, method, medium, and device. Background Art

[0002] In order to meet the feedback needs of users, it is necessary to embed a customer service system in the game to immediately solve the problems encountered by users in the game and improve the user experience.

[0003] Currently, traditional customer service systems are usually designed for a single game. In a multi-game operation environment, customer service staff often need to frequently switch between the customer service systems of different games, which not only has high operation complexity but also affects the processing efficiency of customer service staff.

[0004] Based on this, this specification provides a multi-game instant messaging customer service reply system, method, medium, and device. Summary of the Invention

[0005] This specification provides a multi-game instant messaging customer service reply system to partially solve the above problems existing in the prior art.

[0006] This specification adopts the following technical solutions:

[0007] This specification provides a multi-game instant messaging customer service reply system, which includes an instant messaging unit, a session management server, and a customer service terminal deployed in game clients of different games, where:

[0008] The instant messaging unit is configured to, in response to a feedback request from a first user, determine a feedback message based at least on the feedback content carried in the feedback request and the game identifier of the currently deployed game client; send the feedback message to the session management server; receive the reply message forwarded by the session management server and display it to the first user;

[0009] The session management server is configured to receive the feedback message sent by the instant messaging unit; determine, from a cluster of customer service terminals, a customer service terminal that matches the feedback message as the target customer service terminal; forward the feedback message to the target customer service terminal; in response to the reply message sent by the target customer service terminal, forward the reply message to the instant messaging unit according to the game identifier in the feedback message;

[0010] The customer service terminal is configured to receive the feedback message forwarded by the session management server and display it to a second user; send the reply message determined by the second user based on the feedback message to the session management server.

[0011] Optionally, the session management server is further configured to monitor the connection status between the first user and the game; when the connection status changes from the online state to the offline state, store the reply message in the unread message queue; when the connection status changes from the offline state to the online state, forward the reply message in the unread message queue to the instant messaging unit.

[0012] Optionally, the session management server is further configured to call the matching records of the game identifier and the customer service terminal in history; determine, from the customer service terminal cluster, the customer service terminal that matches the game identifier in the feedback message according to the matching records as the target customer service terminal.

[0013] Optionally, the session management server is further configured to call the response template of the game corresponding to the game identifier according to the game identifier in the feedback message; forward the response template to the target customer service terminal;

[0014] The customer service terminal is further configured to receive the response template and display it to the second user; obtain a reply message in response to the application operation and editing operation of the second user on the response template.

[0015] Optionally, the session management server is further configured to, after receiving the reply message sent by the target customer service terminal, detect whether there are response sensitive words and / or response flag words corresponding to other game identifiers in the reply message; if so, determine a warning message according to the existing response sensitive words and / or misapplied response flag words, and send the warning message to the target customer service terminal; if not, forward the reply message to the instant messaging unit according to the game identifier in the feedback message;

[0016] The customer service terminal is further configured to receive the warning message and display it to the second user; re-send the edited reply message to the session management server in response to the editing operation of the second user on the reply message based on the warning message.

[0017] Optionally, when there are multiple feedback messages, the session management server is further configured to determine an emotion label for each feedback message; determine the reply priority of the feedback message according to the matching result of the feedback message and each keyword in the preset ranking table, the emotion label of the feedback message, and the sending timestamp of the feedback message; sequentially determine the customer service terminal that matches each feedback message as the target customer service terminal according to the sequence of the reply priorities of each feedback message; forward each feedback message to each target customer service terminal according to the sequence.

[0018] This specification provides a multi-game instant messaging customer service reply method, which is applied to the session management server in the system, where:

[0019] Receive the feedback message sent by the instant messaging unit deployed in the game client;

[0020] Determine, from the customer service terminal cluster, the customer service terminal that matches the feedback message as the target customer service terminal;

[0021] Forward the feedback message to the target customer service terminal;

[0022] In response to the reply message sent by the target customer service terminal, forward the reply message to the instant messaging unit according to the game identifier in the feedback message.

[0023] This specification provides a multi-game instant messaging customer service reply device, including:

[0024] A receiving module, configured to receive the feedback message sent by the instant messaging unit deployed in the game client;

[0025] A customer service matching module, configured to determine, from the customer service terminal cluster, the customer service terminal that matches the feedback message as the target customer service terminal;

[0026] A first forwarding module, configured to forward the feedback message to the target customer service terminal;

[0027] A second forwarding module, configured to, in response to the reply message sent by the target customer service terminal, forward the reply message to the instant messaging unit according to the game identifier in the feedback message.

[0028] This specification provides a computer-readable storage medium, where the storage medium stores a computer program, and when the computer program is executed by a processor, it implements a multi-game instant messaging customer service reply method.

[0029] This specification provides an electronic device, where the electronic device includes a memory, a processor, and a computer program stored on the memory and executable on the processor, and when the processor executes the program, it implements a multi-game instant messaging customer service reply method.

[0030] The above at least one technical solution adopted in this specification can achieve the following beneficial effects: In a multi-game instant messaging customer service reply system provided in this specification, it includes an instant messaging unit deployed in game clients of different games, a session management server, and a customer service terminal. The instant messaging unit responds to a user's feedback request, determines a feedback message at least based on the feedback content carried in the feedback request and the game identifier of the currently deployed game client, and sends the feedback message to the session management server. The session management server determines a customer service terminal that matches the feedback message from a cluster of customer service terminals as the target customer service terminal, and then sends the feedback message to the target customer service terminal. The customer service terminal can receive and display the feedback message to a second user, obtain a reply message determined by the second user, send the reply message to the session management server, and the session management server forwards the reply message to the corresponding instant messaging unit, and the instant messaging unit displays the reply message to a first user.

[0031] As can be seen from the above system, through the instant messaging unit embedded in the game clients of different games, the user's feedback message is sent to the customer service terminal through a unified session management server, so that in a multi-game operation environment, the second user does not need to switch the service pages of different games, that is, the operation complexity is reduced, and thus the processing efficiency of the feedback message can be improved. Brief Description of the Drawings

[0032] The drawings described herein are used to provide a further understanding of this specification, and constitute a part of this specification. The schematic embodiments of this specification and their descriptions are used to explain this specification and do not constitute an improper limitation to this specification. In the drawings:

[0033] Figure 1 It is a schematic structural diagram of a multi-game instant messaging customer service reply system provided in this specification;

[0034] Figure 2 It is a schematic diagram of the session management server storing and re-sending reply messages provided in this specification;

[0035] Figure 3 It is a schematic flowchart of a multi-game instant messaging customer service reply method provided in this specification;

[0036] Figure 4 It is a schematic flowchart of a multi-game instant messaging customer service reply method provided in this specification;

[0037] Figure 5 It is a schematic flowchart of a multi-game instant messaging customer service reply method provided in this specification;

[0038] Figure 6Schematic diagram of a multi-game instant messaging customer service reply device provided in this specification;

[0039] Figure 7 Schematic diagram of a multi-game instant messaging customer service reply device provided in this specification;

[0040] Figure 8 Schematic diagram of a multi-game instant messaging customer service reply device provided in this specification;

[0041] Figure 9 Schematic diagram of the electronic device structure corresponding to a multi-game instant messaging customer service reply method provided in this specification. Detailed implementation manners

[0042] To make the objectives, technical solutions, and advantages of this specification clearer, the technical solutions of this specification will be clearly and completely described below in conjunction with the specific embodiments of this specification and the corresponding drawings. Obviously, the described embodiments are only a part of the embodiments of this specification, rather than all of the embodiments. Based on the embodiments in this specification, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of this specification.

[0043] A multi-game instant messaging customer service reply system is provided in this specification. The system consists of an instant messaging unit deployed in the game clients of different games, a session management server, and a customer service terminal. In a multi-game operation environment, an instant messaging unit is deployed in the game clients of each game. Therefore, the session management server needs to analyze and process the feedback messages of multiple games. Of course, this specification does not limit which device implements a multi-game instant messaging customer service reply system.

[0044] The following will detail the technical solutions provided by each embodiment of this specification in conjunction with the drawings.

[0045] Figure 1This is a schematic structural diagram of a multi-game instant messaging customer service reply system provided in this specification. The system consists of an instant messaging unit deployed in game clients of different games, a session management server, and a customer service terminal cluster. Among them, the instant messaging unit is used to interact with users, that is, in response to a feedback request from a user, at least based on the feedback content carried in the feedback request and the game identifier of the game client where the instant messaging unit is currently deployed, determine a feedback message, and send the feedback message to the session management server, and then receive the reply message returned by the session management server and display it to the first user. The session management server is used to receive the feedback message sent by the instant messaging unit, and determine, from the customer service terminal cluster, the customer service terminal that matches the feedback message as the target customer service terminal, and then send the feedback message to the target customer service terminal. In response to the reply message sent by the target customer service terminal, according to the game identifier in the feedback message, return the reply message to the instant messaging unit. The customer service terminal is used to receive the feedback message forwarded by the session management server and display it to the second user. Based on the feedback message, the second user determines a reply message, so that the customer service terminal can send the determined reply message to the session management server.

[0046] In one or more embodiments of this specification, in order to implement, in a multi-game operation environment, through the instant messaging unit embedded in the game clients of each game, send the feedback message of the first user to the session management server, and the session management server uniformly manages the feedback messages of the first users corresponding to different games, so that the second user (customer service staff) of the customer service terminal does not need to frequently switch the service pages of different games to reply to the feedback messages in multiple games, reducing the time cost and improving the user experience.

[0047] First, in one or more embodiments of this specification, the instant messaging unit deployed in the game clients of different games can respond to the feedback request of the first user, and at least based on the feedback content carried in the feedback request and the game identifier of the currently deployed game client, determine a feedback message, and send the feedback message to the session management server.

[0048] Specifically, the instant messaging unit is used to respond to the feedback request of the user, and at least based on the feedback content carried in the feedback request and the game identifier of the currently deployed game client, determine a feedback message, and send the feedback message to the session management server.

[0049] It should be noted that in a multi-game operation environment, the feedback message should at least include the feedback content and the game identifier of the currently deployed game client, so that the second user of the customer service terminal can accurately reply to the feedback message in subsequent steps. Of course, the specific content of the feedback message is not limited in this specification. Information such as the unique identifier of the first user and the timestamp of the feedback request can be set according to actual needs. At the same time, the specific method for the instant messaging unit to send the feedback message to the session management server is not limited in this specification. For example, an instant session channel can be established between the instant messaging unit and the session management server, and the feedback message can be sent to the session management server through this instant session channel.

[0050] Secondly, in one or more embodiments of this specification, the session management server can receive the feedback message sent by the instant messaging unit, and determine a customer service terminal that matches the feedback message from the customer service terminal cluster as the target customer service terminal, and then forward the feedback message to the target customer service terminal.

[0051] Specifically, the session management server can receive the feedback message sent by the instant messaging unit, and determine a customer service terminal that matches the feedback message from the customer service terminal cluster as the target customer service terminal, so that the feedback message can be forwarded to the target customer service terminal.

[0052] It should be noted that the specific method for determining the target customer service terminal that matches the feedback message is not limited in this specification and can be set according to actual needs. For example, a customer service terminal with an idle working state can be randomly selected from the customer service terminal cluster as the target customer service terminal.

[0053] Finally, in one or more embodiments of this specification, the customer service terminal can receive the feedback message forwarded by the session management server and display it to the second user, so that the second user can determine a reply message based on the feedback message. After obtaining the reply message, the customer service terminal can send the reply message to the session management server. After receiving the reply message, the session management server can forward the reply message to the instant messaging unit according to the game identifier in the feedback message. The instant messaging unit can receive the reply message and display it to the first user.

[0054] Specifically, the customer service terminal is used to receive the feedback message forwarded by the session manager and display it to the second user, and then send the reply message determined by the second user based on the feedback message to the session management server. The session management server can respond to the reply message sent by the target customer service terminal and forward the reply message to the instant messaging unit according to the game identifier in the feedback message. Then, after receiving the reply message forwarded by the session management server, the instant messaging unit can display it to the first user.

[0055] It should be noted that in this specification, there is no limitation on the specific manner in which the session management server sends feedback messages to the instant messaging unit. For example, an instant session channel can be established between the instant messaging unit and the session management server, which will not be elaborated here.

[0056] In the above system, the session management server can uniformly manage the feedback messages of users of multiple games, enabling customer service staff in a multi-game operation environment to avoid switching service pages of different games, reducing operation complexity, and thus improving processing efficiency. Since multiple games use a unified session management module, the maintenance cost is reduced. Especially for the operators of multiple co-operated games, constructing a unified session management server can effectively save management costs.

[0057] It should be noted that since the instant messaging units are deployed in the game clients of different games, the instant messaging units of different games may use different programming languages and technical frameworks, resulting in inconsistent formats for determining feedback messages in response to the feedback requests of the first user. Therefore, the session management server can also be used to parse the feedback message according to the game identifier in the feedback message, reorganize it according to a preset standard format, and then forward each feedback message in the standardized format to the customer service terminal. That is, the feedback messages sent from different instant messaging units are organized into a unified format, realizing cross-game processing of feedback messages by the second user (customer service staff) in a multi-game operation environment.

[0058] In addition, to avoid message loss, the session management server needs to monitor the connection status between the first user and the game, and store and retransmit the reply message according to the change of the connection status, so as to avoid message loss and ensure the timely delivery of the reply message, as follows:

[0059] In one or more embodiments of this specification, the session management server can monitor the connection status between the first user and the game, and store or retransmit the unread reply message according to the change of the connection status.

[0060] Specifically, the session management server is also used to monitor the connection status between the first user and the game. When the connection status changes from the online state to the offline state, the reply message is stored in the unread message queue. When the connection status changes from the offline state to the online state, the reply message in the unread message queue is forwarded to the instant messaging unit.

[0061] It should be noted that in this specification, the specific method of monitoring the connection status of the first user to the game is not limited and can be set according to actual needs. For example, heartbeat detection. The instant messaging unit deployed on the game client periodically sends heartbeat packets to the session management server. The heartbeat packet at least includes the unique identifier of the user and the timestamp. Thus, the session management server can identify the change in the connection status of the first user to the game by monitoring the reception of the heartbeat packets. For example, if no next heartbeat packet is received within a preset time after the timestamp of the previous heartbeat packet is received, the connection status of the user changes from the online state to the offline state. When a heartbeat packet is received again, the connection status of the user changes from the offline state to the online state.

[0062] As Figure 2 shown, it is a schematic flowchart of monitoring the connection status of the first user to the game provided in this specification, and storing or retransmitting based on the change in this connection status.

[0063] In the above, by monitoring the connection status of the first user to the game, reply messages are stored when the connection status is the offline state to avoid message loss, and unread reply messages are retransmitted when the connection status is the online state to ensure the timely delivery of messages.

[0064] In addition, in this specification, the process of the session management server calling the matching records of game identifiers and customer service terminals in history, and determining, from the customer service terminal cluster, the customer service terminal that matches the game identifier in the feedback message as the target customer service terminal is as follows:

[0065] In one or more embodiments of this specification, the session management server is further configured to call the matching records of game identifiers and customer service terminals in history, and determine, from the customer service terminal cluster, the customer service terminal that matches the game identifier in the feedback message as the target customer service terminal.

[0066] It should be noted that in this specification, the matching record can be the working log of the session management server forwarding each feedback message. That is, when the session management server forwards the feedback message to the customer service terminal, it can record the corresponding relationship between the game identifier in the feedback message and the unique identifier of the customer service terminal, and generate a working log. When the session management server subsequently determines the target customer service terminal that the feedback message matches, it can call the matching record of the game identifier and the customer service terminal, and based on this matching record, determine the customer service terminal that matches the game identifier in the feedback message as the target customer service terminal. In this specification, there is no limitation on the specific method of determining the target customer service terminal based on the matching record. For example, from the matching record, determine the customer service terminal that matches the game identifier in the feedback message as the matching customer service terminal of the feedback message, and select the target customer service terminal of the feedback message from the matching customer service terminals. In this specification, there is no limitation on the specific method of selecting the target customer service terminal from the matching customer service terminals, which can be set according to actual needs, such as randomly selecting, or based on the matching record, determining the matching frequency of the customer service terminal and the game identifier in the feedback message within a preset time period, and selecting the customer service terminal with the highest matching frequency or the customer service terminal with the highest matching frequency and the working status being idle as the target customer service terminal according to the order of the matching frequencies.

[0067] Furthermore, this specification provides a method for selecting a target customer service terminal that matches the feedback message from a cluster of customer service terminals based on the working status of the customer service terminal, the matching frequency of the customer service terminal and the game identifier in the feedback message in a preset time period, and the workload of the customer service terminal in the preset time period, as follows:

[0068] Specifically, the session management server can call the matching record of the game identifier and the customer service terminal in a preset time period, and count the workload of each customer service terminal in the cluster of customer service terminals; then, for each customer service terminal, the session management server can determine the workload value of the customer service terminal according to the workload of the customer service terminal and the current working status of the customer service terminal; determine the matching frequency of the customer service terminal and the game identifier in the feedback message in the preset time period, and select the target customer service terminal that matches the feedback message according to the workload value and the matching frequency of the customer service terminal. Among them, the preset time period can be set according to actual needs.

[0069] It should be noted that in this specification, the working state of the customer service terminal being idle can be denoted as 1, and the working state being busy or offline can be denoted as 0. Thus, according to the workload of the customer service terminal and its current working state, through weighted summation, the working load value of the customer service terminal is determined. Herein, the working load value represents the busy degree of the customer service terminal, and the greater the working load value, the higher the busy degree. The weights of the workload and the working state can be set according to actual needs. This specification does not limit the specific manner of selecting the target customer service terminal that matches the feedback message based on the working load value of the customer service terminal and the matching frequency. For example, from the customer service terminal cluster, the customer service terminals with working load values lower than the first threshold are screened out, and according to the order of the matching frequencies from large to small, the target customer service terminal that matches the feedback message is selected from the screened customer service terminals. Or from the customer service terminal cluster, the customer service terminals with matching frequencies higher than the second threshold are screened out, and according to the order of the working load values from large to small, the target customer service terminal that matches the feedback message is selected from the screened customer service terminals. Or, after normalizing the working load values and matching frequencies of each customer service terminal in the customer service terminal cluster and then performing weighted summation, the target customer service terminal that matches the feedback message is selected, where the weighting coefficient can be set according to actual needs.

[0070] In the above, the idle state represents the real-time working condition of the customer service terminal; the matching frequency between the customer service terminal and the game identifier in the feedback message in the matching records within the preset time period reflects the familiarity of the second user of the customer service terminal in handling the game feedback corresponding to the "game identifier in the feedback message" within the preset time period; the workload of the customer service terminal within the preset time period reflects the working intensity of the second user of the customer service terminal. Therefore, based on the above three factors, the target customer service terminal that matches the feedback message is accurately selected, thereby optimizing the service efficiency and resource allocation of the customer service system and improving the user experience of game users and the service efficiency of the customer service reply system.

[0071] In addition, in a multi-game running environment, since different games have different response templates, in one or more embodiments of this specification, the session management server is further configured to call the response template corresponding to the game based on the game identifier in the feedback message and forward the response template to the target customer service terminal; the customer service terminal is further configured to receive the response template and display it to the second user, and in response to the application operation and editing operation of the second user on the response template, a reply message is obtained. Herein, the response template can be forwarded together with the feedback message to reduce the workload of multiple transmissions.

[0072] In addition, to ensure the compliance of the reply message and avoid the incorrect use of the response flag words by the second user under the inertial reply when dealing with multiple game feedback messages, this specification provides a detection and warning for the response sensitive words and / or the response flag words corresponding to other game identifiers in the reply message, as follows:

[0073] In one or more embodiments of this specification, the session management server is further configured to, after receiving the reply message sent by the target customer service terminal, detect whether there are response sensitive words and / or response flag words corresponding to other game identifiers in the reply message. If so, determine a warning message according to the existing response sensitive words and / or incorrectly applied response flag words, and send the warning message to the target customer service terminal; if not, forward the reply message to the instant messaging unit according to the game identifier in the feedback message. After receiving the warning message, the customer service terminal needs to display the warning message to the second user, so that the second user can perform an editing operation on the reply message based on the warning message, and then the customer service terminal can re-send the edited reply message to the session management server.

[0074] It should be noted that the specific contents of the response sensitive words and the application flag words in different games are not limited in this specification and can be set according to actual needs. The response flag word refers to the text with a specific meaning or use. For example, the address of the first user (the address of the game player), the currency name, the name of the in-game item, the name of the event, the specific opening words, etc., are the texts associated with the game identifier. Because the terms for the same thing are different in different games, in order to avoid the incorrect use of the response flag words by the second user under the inertial reply in the multi-game operation environment, it is necessary to detect the response flag words in the reply message to ensure the reliability of the reply message.

[0075] In addition, to ensure the reliability of message transmission, improve the stability of the system and the user experience. The instant messaging unit is further configured to, after receiving the reply message, determine a confirmation message and return it to the session management server. The session management server can wait for the confirmation message of the reply message, and when the waiting duration is greater than the preset first duration, re-send the reply message.

[0076] In one or more embodiments of this specification, the session management server is further configured to wait for receiving the confirmation message corresponding to the reply message after sending the reply message of the feedback message to the instant messaging unit. The instant messaging unit is further configured to, when receiving the reply message corresponding to the feedback message, determine a confirmation message and return it to the session management server. The session management server is further configured to wait for receiving the confirmation message, and when the waiting duration is greater than the preset first duration, re-send the reply message.

[0077] In the above, through the confirmation and retransmission mechanism, the reliability of message transmission can be improved. Especially in the case of unstable network, it can ensure that the message can finally be displayed to the user, avoiding the situation of message loss or long waiting time, which may lead to poor user experience.

[0078] In addition, the session management server is also used to, when there are multiple feedback messages, for each feedback message, determine the reply priority of the feedback message, and based on the reply priorities of each feedback message, send each feedback message to the customer service terminal, so as to effectively manage multiple feedback messages and ensure that important and urgent feedback is processed first, as follows:

[0079] In one or more embodiments of this specification, the session management server is also used to, when there are multiple feedback messages, for each feedback message, match the feedback message with each keyword in the preset rank table, and according to the matching result, determine the reply priority of the feedback message, and then in the order of the reply priorities of each feedback message, sequentially determine the customer service terminal that matches each feedback message as the target customer service terminal, and in accordance with the said order, forward each feedback message to the corresponding target customer service terminal.

[0080] It should be noted that in this specification, the specific content of the preset rank table is not limited and can be set according to actual needs. For example, for the highest priority (emergency situation), the keywords may include immediately, right away, stuck, payment failed; for the higher priority (payment problem), the keywords may include recharge, payment, refund, virtual currency; for the medium-high priority (account problem), the keywords may include account, password, binding, stolen, blocked, unblocked; for the second-highest priority (technical problem), the keywords may include bug, error, crash, slow loading, network latency; for the medium priority (game experience), the keywords may include unfair, cheat, report, match, balance; for the medium-low priority (customer service), the keywords may include customer service, help, support, complaint, suggestion; for the lowest priority (general feedback), the keywords may include optimization, suggestion, feedback, experience.

[0081] Furthermore, the session management server can also determine the emotion label of the feedback message, and then based on the matching result of the feedback message and each keyword in the preset rank table, the emotion label of the feedback message and the sending timestamp of the feedback message, determine the reply priority of the feedback message, and send each feedback message to the customer service terminal according to the reply priority, as follows:

[0082] In one or more embodiments of the present specification, the session management server is further configured to, when there are multiple feedback messages, determine an emotion label for each feedback message; determine a reply priority for the feedback message according to a matching result between the feedback message and each keyword in a preset rank table, the emotion label of the feedback message, and a sending timestamp of the feedback message; sequentially determine a customer service terminal matching each feedback message as a target customer service terminal according to the sequence of the reply priorities of each feedback message, and forward each feedback message to each target customer service terminal according to the sequence.

[0083] It should be noted that, in the present specification, there is no limitation on the specific manner of determining the emotion label of the feedback message, such as sentiment analysis matching based on rules and vocabulary. At the same time, in the present specification, there is no limitation on the specific manner of determining the reply priority of the feedback message according to the matching result between the feedback message and each keyword in the preset rank table, the emotion label of the feedback message, and the sending timestamp of the feedback message. In one or more embodiments of the present specification, the session management server is further configured to determine a first order of the feedback message according to the matching result between the feedback message and each keyword in the preset rank table, determine a second order of the feedback message according to the emotion label of the feedback message, determine a third order of the feedback message according to the sending timestamp of the feedback message, and then determine the reply priority of the feedback message through weighted summation according to the first order, the second order, and the third order, where the weighting coefficients can be set according to actual requirements.

[0084] Figure 3 The figure is a schematic flowchart of a multi-game instant messaging customer service reply method provided in the present specification. The method is applied to an instant messaging unit in a multi-game instant messaging customer service reply system, and the instant messaging unit is deployed in game clients of different games, including the following steps:

[0085] S300: In response to a feedback request of a first user, determine a feedback message based at least on feedback content carried in the feedback request and a game identifier of the currently deployed game client.

[0086] S302: Send the feedback message to the session management server.

[0087] S304: Receive a reply message of the feedback message forwarded by the session management server and display it to the first user.

[0088] For the specific details of steps S300 to S304 in the above method, refer to the description of the previous system and will not be described in detail here.

[0089] Based on Figure 3A multi-game instant messaging customer service reply method provided in this specification. This method applies to the instant messaging unit in a multi-game instant messaging customer service reply system. The instant messaging unit is deployed in the game clients of different games and is used to respond to the feedback request of the first user, determine the feedback message according to the feedback content carried in the feedback request and the game identifier of the currently deployed game client, then send the feedback message to the session management server, and display the reply message to the first user after receiving the returned reply message.

[0090] Figure 4 It is a schematic flowchart of a multi-game instant messaging customer service reply method provided in this specification. This method applies to the session management server in a multi-game instant messaging customer service reply system and includes the following steps:

[0091] S400: Receive the feedback message sent by the instant messaging unit deployed in the game client.

[0092] S402: Determine, from the customer service terminal cluster, the customer service terminal that matches the feedback message as the target customer service terminal.

[0093] S404: Forward the feedback message to the target customer service terminal;

[0094] S406: In response to the reply message sent by the target customer service terminal, forward the reply message to the instant messaging unit according to the game identifier in the feedback message.

[0095] Similarly, for the specific details of steps S400 to S406 in the above method, refer to the description of the previous system and will not be described in detail here.

[0096] Based on Figure 4 A multi-game instant messaging customer service reply method provided in this specification. This method applies to the session management server in a multi-game instant messaging customer service reply system. By responding to the feedback messages sent by the instant messaging units embedded in each game client, determining the target customer service terminal that matches the feedback message, then forwarding the feedback message to the target customer service terminal, and after receiving the reply message returned by the target customer service terminal, forwarding the reply message to the instant messaging unit, that is, through the session management server, the management of feedback messages in a multi-game operation environment and the effective utilization of customer service terminal resources are realized, and the processing efficiency is improved.

[0097] Figure 5 It is a schematic flowchart of a multi-game instant messaging customer service reply method provided in this specification. This method applies to the customer service terminal in a multi-game instant messaging customer service reply system and includes the following steps:

[0098] S500: Receive the feedback message forwarded by the session management server and display it to the second user.

[0099] S502: Send the reply message determined by the second user according to the feedback message to the session management server.

[0100] Similarly, for the specific details of steps S500 - S502 in the above method, refer to the description of the previous system and will not be elaborated here.

[0101] Based on Figure 5 a multi - game instant messaging customer service reply method provided in this specification, this method is applied to a customer service terminal in a multi - game instant messaging customer service reply system. The customer service terminal can obtain the reply message determined by the second user by receiving and displaying the feedback message, and send this reply message to the session management server.

[0102] The above is a multi - game instant messaging customer service reply method provided in one or more embodiments of this specification. Based on the same idea, this specification also provides a corresponding multi - game instant messaging customer service reply device, as shown in Figure 6 、 Figure 7 and Figure 8 shown.

[0103] Figure 6 It is a schematic diagram of a multi - game instant messaging customer service reply device provided in this specification. The device is applied to execute the method corresponding to the instant messaging unit in the multi - game instant messaging customer service reply system, and includes:

[0104] A response module 600, in response to a feedback request from a first user, determines a feedback message at least according to the feedback content carried in the feedback request and the game identifier of the currently deployed game client;

[0105] A first sending module 601, sends the feedback message to the session management server;

[0106] A first display module 602, receives the reply message of the feedback message forwarded by the session management server and displays it to the first user.

[0107] Figure 7 It is a schematic diagram of a multi - game instant messaging customer service reply device provided in this specification. The device is applied to execute the method corresponding to the session management server in the multi - game instant messaging customer service reply system, and includes:

[0108] A receiving module 700, receives the feedback message sent by the instant messaging unit deployed in the game client;

[0109] The customer service matching module 701 determines, from the customer service terminal cluster, the customer service terminal that matches the feedback message as the target customer service terminal;

[0110] The first forwarding module 702 forwards the feedback message to the target customer service terminal;

[0111] The second forwarding module 703, in response to the reply message sent by the target customer service terminal, forwards the reply message to the instant messaging unit according to the game identifier in the feedback message.

[0112] Figure 8 The figure is a schematic diagram of a multi-game instant messaging customer service reply device provided in this specification. The device is applied to execute the method corresponding to the customer service terminal in the multi-game instant messaging customer service reply system, and includes:

[0113] The second display module 800 receives the feedback message forwarded by the session management server and displays it to the second user;

[0114] The second sending module 801 sends the reply message determined by the second user according to the feedback message to the session management server.

[0115] This specification also provides a computer-readable storage medium. The storage medium stores a computer program, and the computer program can be used to execute the above Figure 3 、 Figure 4 or Figure 5 a multi-game instant messaging customer service reply method provided.

[0116] This specification also provides Figure 9 the schematic structural diagram of the electronic device shown. As Figure 9 described, at the hardware level, the device includes a processor, an internal bus, a network interface, a memory, and a non-volatile memory. Of course, it may also include other hardware required for other services. The processor reads the corresponding computer program from the non-volatile memory into the memory and then runs it to implement the above Figure 3 、 4 or the multi-game instant messaging customer service reply method described in item 5. Of course, in addition to the software implementation method, this specification does not exclude other implementation methods, such as logic devices or a combination of software and hardware. That is to say, the execution subject of the following processing flow is not limited to each logic unit, and can also be hardware or logic devices.

[0117] In the 1990s, improvements to a technology could be clearly distinguished as either hardware improvements (e.g., improvements to circuit structures such as diodes, transistors, switches, etc.) or software improvements (improvements to method flows). However, with the development of technology, many method flow improvements today can be regarded as direct improvements to hardware circuit structures. Almost all designers obtain the corresponding hardware circuit structure by programming the improved method flow into the hardware circuit. Therefore, it cannot be said that an improvement to a method flow cannot be implemented using a hardware entity module. For example, a Programmable Logic Device (PLD) (such as a Field Programmable Gate Array (FPGA)) is such an integrated circuit whose logical function is determined by the user programming the device. Designers can program themselves to "integrate" a digital system onto a single PLD without having to ask a chip manufacturer to design and fabricate a dedicated integrated circuit chip. Moreover, nowadays, instead of manually fabricating integrated circuit chips, this programming is mostly implemented using "logic compiler" software, which is similar to the software compiler used in program development and writing. The original code before compilation also has to be written in a specific programming language, which is called a Hardware Description Language (HDL), and there is not just one type of HDL, but many, such as ABEL (Advanced Boolean Expression Language), AHDL (Altera Hardware Description Language), Confluence, CUPL (Cornell University Programming Language), HDCal, JHDL (Java Hardware Description Language), Lava, Lola, MyHDL, PALASM, RHDL (Ruby Hardware Description Language), etc. The most commonly used ones currently are VHDL (Very-High-Speed Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art should also be aware that by simply performing a little logical programming on the method flow using the above-mentioned several hardware description languages and programming it into the integrated circuit, it is easy to obtain the hardware circuit that implements the logical method flow.

[0118] The controller can be implemented in any suitable manner. For example, the controller can take the form of, for example, a microprocessor or a processor and a computer-readable medium storing computer-readable program code (such as software or firmware) executable by the (micro)processor, logic gates, switches, an application specific integrated circuit (ASIC), a programmable logic controller, and an embedded microcontroller. Examples of the controller include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320. The memory controller can also be implemented as part of the control logic of the memory. Those skilled in the art also know that in addition to implementing the controller in the form of pure computer-readable program code, it is entirely possible to make the controller implement the same function in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, and embedded microcontrollers by logically programming the method steps. Therefore, such a controller can be considered a hardware component, and the devices included therein for implementing various functions can also be regarded as the structures within the hardware component. Or even, the devices for implementing various functions can be regarded as either software modules for implementing the method or the structures within the hardware component.

[0119] The systems, devices, modules, or units illustrated in the above embodiments can be specifically implemented by computer chips or entities, or by products with certain functions. A typical implementation device is a computer. Specifically, the computer can be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or any combination of these devices.

[0120] For the convenience of description, the above devices are described by dividing them into various units according to their functions. Of course, when implementing this specification, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0121] Those skilled in the art should understand that the embodiments of the present application can be provided as a method, a system, or a computer program product. Therefore, the present application can take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware aspects. Moreover, the present application can take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk memories, CD-ROMs, optical memories, etc.) containing computer-usable program code.

[0122] This application is described with reference to the flowcharts and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It should be understood that each flow and / or block in the flowchart and / or block diagram, and combinations of flows 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 the processors of general purpose computers, special purpose computers, embedded processors, or other programmable data processing devices to produce a machine, such that the instructions executed by the processors of the computer or other programmable data processing devices produce means for implementing the functions specified in one or more of the flows Figure 1 one or more of the flows and / or blocks Figure 1 or means for implementing the functions specified in one or more of the blocks.

[0123] These computer program instructions can also be stored in a computer-readable memory that can direct a computer or other programmable data processing device to operate in a particular manner, such that the instructions stored in the computer-readable memory produce a manufacture including instruction means that implement the functions specified in one or more of the flows Figure 1 one or more of the flows and / or blocks Figure 1 or means for implementing the functions specified in one or more of the blocks.

[0124] These computer program instructions can also be loaded onto a computer or other programmable data processing device, such that a series of operational steps are performed on the computer or other programmable device to produce a computer-implemented process, and thus the instructions executed on the computer or other programmable device provide steps for implementing the functions specified in one or more of the flows Figure 1 one or more of the flows and / or blocks Figure 1 or means for implementing the functions specified in one or more of the blocks.

[0125] In a typical configuration, a computing device includes one or more processors (CPUs), an input / output interface, a network interface, and memory.

[0126] The memory may include non-permanent memory in the form of computer-readable media, random access memory (RAM), and / or non-volatile memory, such as read-only memory (ROM) or flash memory (flash RAM). The memory is an example of computer-readable media.

[0127] A computer-readable medium includes both permanent and non-permanent, removable and non-removable media and can implement information storage by any method or technology. The 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 technologies, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transitory medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer-readable medium does not include transitory computer-readable media, such as modulated data signals and carrier waves.

[0128] It should also be noted that the term "comprising", "including" or any other variant thereof is intended to cover non-exclusive inclusion, such that a process, method, article or device comprising a series of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such process, method, article or device. Without further limitation, an element defined by the phrase "comprising a..." does not exclude the presence of additional identical elements in the process, method, article or device comprising said element.

[0129] This specification can be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform specific tasks or implement specific abstract data types. This specification can also be practiced in a distributed computing environment where tasks are performed by remote processing devices connected through a communication network. In a distributed computing environment, program modules can be located in local and remote computer storage media including storage devices.

[0130] Each embodiment in this specification is described in a progressive manner. For the same or similar parts among the embodiments, reference can be made to each other. Each embodiment focuses on the differences from other embodiments. In particular, for system embodiments, since they are basically similar to method embodiments, the description is relatively simple, and the relevant parts can refer to the description of the method embodiments.

[0131] The above are only examples of this specification and are not intended to limit this specification. For those skilled in the art, various changes and modifications can be made to this specification. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of this specification shall be included within the scope of the claims of this specification.

Claims

1. A multi-game instant messaging customer service response system, characterized in that: The system includes an instant messaging unit, a session management server, and a customer service terminal deployed in game clients of different games, wherein: The instant messaging unit is configured to respond to a feedback request from a first user, determine a feedback message based at least on the feedback content carried in the feedback request and the game identifier of a currently deployed game client; send the feedback message to the session management server; receive a reply message forwarded by the session management server, and display the reply message to the first user; The session management server is configured to receive a feedback message sent by the instant messaging unit; determine a customer service terminal matching the feedback message from a customer service terminal cluster as a target customer service terminal; forward the feedback message to the target customer service terminal; and in response to a reply message sent by the target customer service terminal, forward the reply message to the instant messaging unit according to a game identifier in the feedback message; The customer service terminal is used to receive the feedback message forwarded by the session management server and display it to the second user; and send the reply message determined by the second user according to the feedback message to the session management server.

2. The system according to claim 1, characterized in that: The session management server is further configured to monitor the connection status between the first user and the game; when the connection status changes from an online state to an offline state, store the reply message in an unread message queue; When the connection state changes from an offline state to an online state, the reply message in the unread message queue is forwarded to the instant messaging unit.

3. The system according to claim 1, characterized in that: The session management server is further used to call the matching record between the game identifier and the customer service terminal in history; and determine, from the customer service terminal cluster, according to the matching record, the customer service terminal that matches the game identifier in the feedback message as the target customer service terminal.

4. The system according to claim 1, characterized in that: The session management server is further configured to call a response template of a game corresponding to the game identifier according to the game identifier in the feedback message; and forward the response template to the target customer service terminal; The customer service terminal is further used to receive the response template and display it to the second user; and obtain a reply message in response to the second user's application operation and editing operation on the response template.

5. The system according to claim 1, characterized in that: The session management server is further configured to detect whether there are response sensitive words and / or response marker words corresponding to other game identifiers in the response message after receiving the response message sent by the target customer service terminal; If yes, determine a warning message based on the existing response sensitive words and / or incorrectly applied response marker words, and send the warning message to the target customer service terminal; if no, forward the reply message to the instant messaging unit based on the game identifier in the feedback message; The customer service terminal is also used to receive the warning message and display it to the second user; in response to the second user's editing operation on the reply message based on the warning message, the edited reply message is resent to the session management server.

6. The system according to claim 1, characterized in that: The session management server is further configured to, when there are multiple feedback messages, determine the emotion tag of each feedback message; and determine the reply priority of the feedback message according to the matching result between the feedback message and each keyword in the preset level table, the emotion tag of the feedback message, and the sending timestamp of the feedback message; According to the order of reply priorities of the feedback messages, customer service terminals matching the feedback messages are determined in sequence as target customer service terminals; according to the order, the feedback messages are forwarded to the target customer service terminals.

7. A multi-game instant messaging customer service reply method, characterized in that: The method is applied to a session management server in a system, wherein: Receive feedback messages sent by the instant messaging unit deployed in the game client; Determine, from the customer service terminal cluster, a customer service terminal that matches the feedback message as a target customer service terminal; Forwarding the feedback message to the target customer service terminal; In response to the reply message sent by the target customer service terminal, the reply message is forwarded to the instant messaging unit according to the game identifier in the feedback message.

8. A multi-game instant messaging customer service reply device, characterized in that: include: A receiving module, used to receive feedback messages sent by an instant messaging unit deployed in a game client; A customer service matching module, used to determine a customer service terminal matching the feedback message from a customer service terminal cluster as a target customer service terminal; A first forwarding module, configured to forward the feedback message to the target customer service terminal; The second forwarding module is used to respond to the reply message sent by the target customer service terminal and forward the reply message to the instant messaging unit according to the game identifier in the feedback message.

9. A computer-readable storage medium, characterized in that: The storage medium stores a computer program, and when the computer program is executed by a processor, the method according to any one of the above claims 7 is implemented.

10. An electronic device, characterized in that: The method comprises a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the method according to any one of claim 7 is implemented when the processor executes the program.

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