Customer service entrance display method and device, medium and program product

Abstract

The embodiment of the invention relates to a customer service entrance display method and device, a medium and a program product, and the method comprises the steps: obtaining a plurality of real-time operation parameter values, which are in one-to-one correspondence with multiple types of preset page operation parameters, of a user on a current application page; identifying the page type of the current application page, and determining a plurality of parameter weights in one-to-one correspondence with the plurality of types of preset page operation parameters according to the page type; determining a first target customer service demand probability according to the plurality of real-time operation parameter values and the plurality of parameter weights, and identifying whether the first target customer service demand probability is greater than a first preset probability threshold; and in response to the condition that the first target customer service demand probability is greater than a first preset probability threshold, displaying a preset customer service entry on the current application page. According to the technical scheme, the demand prediction of the customer service entrance is realized, and after the customer entrance is predicted to be needed, the customer service entrance is automatically displayed and processed, so that the user experience is improved.

Description

Technical Field

[0001] The present disclosure relates to the field of computer application technologies, and in particular, to a method, device, medium, and program product for displaying a customer service entry. Background Art

[0002] With the diversification of application functions, the usage problems encountered by users when using applications are becoming more and more common. Therefore, providing a customer service entry in the application to provide users with usage assistance in the form of customer service has become a common service method.

[0003] In the related art, a customer service entry is fixedly set at a corresponding position in the application. When it is detected that a user triggers the corresponding customer service entry, a customer service interface is displayed.

[0004] However, in the above method of manually triggering the customer service entry by the user, the user needs to clearly know the location of the customer service entry. When the customer service entry is not set obviously, it may cause the user to be unable to contact the customer service in time when encountering problems, thereby affecting the user experience. Summary of the Invention

[0005] In order to solve the above technical problems or at least partially solve the above technical problems, the present disclosure provides a method, device, medium, and program product for displaying a customer service entry.

[0006] An embodiment of the present disclosure provides a method for displaying a customer service entry. The method includes: obtaining a plurality of real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters on the current application page; identifying the page type of the current application page, and determining a plurality of parameter weights corresponding one by one to the multiple types of preset page operation parameters according to the page type; determining a first target customer service demand probability according to the plurality of real-time operation parameter values and the plurality of parameter weights, and identifying whether the first target customer service demand probability is greater than a first preset probability threshold; in response to the first target customer service demand probability being greater than the first preset probability threshold, displaying a preset customer service entry on the current application page.

[0007] An embodiment of the present disclosure also provides a display device for a customer service entrance. The device includes: an acquisition module configured to acquire a plurality of real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters on the current application page; a first recognition module configured to recognize the page type of the current application page; a first determination module configured to determine a plurality of parameter weights corresponding one by one to the multiple types of preset page operation parameters according to the page type; a second determination module configured to determine a first target customer service demand probability according to the plurality of real-time operation parameter values and the plurality of parameter weights; a second recognition module configured to recognize whether the first target customer service demand probability is greater than a first preset probability threshold; and a display module configured to display a preset customer service entrance on the current application page in response to the first target customer service demand probability being greater than the first preset probability threshold.

[0008] An embodiment of the present disclosure also provides an electronic device. The electronic device includes: a processor; a memory for storing executable instructions executable by the processor; and the processor is configured to read the executable instructions from the memory and execute the instructions to implement the method for displaying a customer service entrance provided by the embodiment of the present disclosure.

[0009] An embodiment of the present disclosure also provides a computer-readable storage medium. The storage medium stores a computer program, and the computer program is used to execute the method for displaying a customer service entrance provided by the embodiment of the present disclosure.

[0010] An embodiment of the present disclosure also provides a computer program product, including a computer program, where the computer program, when executed by a processor, implements the above-mentioned method for displaying a customer service entrance.

[0011] The technical solution provided by the embodiment of the present disclosure has the following advantages compared with the prior art:

[0012] In the display solution of the customer service entrance provided by the embodiment of the present disclosure, a plurality of real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters on the current application page are acquired, the page type of the current application page is recognized, a plurality of parameter weights corresponding one by one to the multiple types of preset page operation parameters are determined according to the page type. Furthermore, a first target customer service demand probability is determined according to the plurality of real-time operation parameter values and the plurality of parameter weights, and it is recognized whether the first target customer service demand probability is greater than a first preset probability threshold. In response to the first target customer service demand probability being greater than the first preset probability threshold, a preset customer service entrance is displayed on the current application page. In this technical solution, the demand prediction for the customer service entrance is realized. After predicting the need for the customer service entrance, the customer service entrance is automatically displayed and processed, improving the user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] In combination with the accompanying drawings and with reference to the following specific embodiments, the above and other features, advantages, and aspects of the various embodiments of the present disclosure will become more apparent. Throughout the drawings, the same or similar reference numerals denote the same or similar elements. It should be understood that the drawings are schematic, and the original elements and elements are not necessarily drawn to scale.

[0014] Figure 1 It is a schematic flowchart of a method for displaying a customer service entrance provided by an embodiment of the present disclosure;

[0015] Figure 2 It is a schematic diagram of a display scenario of a preset customer service entrance provided by an embodiment of the present disclosure;

[0016] Figure 3 It is a schematic flowchart of another method for displaying a customer service entrance provided by an embodiment of the present disclosure;

[0017] Figure 4 It is a schematic flowchart of another method for displaying a customer service entrance provided by an embodiment of the present disclosure;

[0018] Figure 5 It is a schematic structural diagram of a device for displaying a customer service entrance provided by an embodiment of the present disclosure;

[0019] Figure 6 It is a schematic structural diagram of an electronic device provided by an embodiment of the present disclosure. Specific Embodiments

[0020] The embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although some embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. On the contrary, these embodiments are provided to more thoroughly and completely understand the present disclosure. It should be understood that the drawings and embodiments of the present disclosure are only for exemplary purposes and are not used to limit the protection scope of the present disclosure.

[0021] It should be understood that the various steps recorded in the method embodiments of the present disclosure can be executed in different orders and / or executed in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present disclosure is not limited in this regard.

[0022] The term "including" and its variants used herein are open-ended, that is, "including but not limited to". The term "based on" is "at least partially based on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". The relevant definitions of other terms will be given in the following description.

[0023] It should be noted that the concepts such as "first" and "second" mentioned in this disclosure are only used to distinguish different devices, modules or units, and are not used to limit the order of functions performed by these devices, modules or units or their interdependent relationships.

[0024] It should be noted that the modification of "one" and "multiple" mentioned in this disclosure is illustrative rather than restrictive. Those skilled in the art should understand that unless otherwise clearly specified in the context, it should be understood as "one or more".

[0025] The names of the messages or information exchanged between multiple devices in the embodiments of this disclosure are only for illustrative purposes and are not used to limit the scope of these messages or information.

[0026] To solve the above problems, the embodiments of this disclosure provide a method for displaying a customer service entry. The method will be introduced below in combination with specific embodiments.

[0027] Figure 1 FIG. is a schematic flowchart of a method for displaying a customer service entry provided by an embodiment of this disclosure. This method can be executed by a display device for the customer service entry, where the device can be implemented by software and / or hardware and is generally integrated in an electronic device. As Figure 1 shown, the method includes:

[0028] Step 101, obtain multiple real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters on the current application page of the user.

[0029] Among them, multiple types of preset page operation parameters are all related to the customer service needs of the user on the current application page. In some possible examples, multiple types of preset page operation parameters include, but are not limited to, the following: the residence duration on the current application page (considering that staying on the current application page for a long time may indicate that the user has not found the desired service and has confusion in use, and may need customer service intervention to help), the number of clicks on the current application page (considering that the user will keep clicking on the current application page if they do not obtain the feedback they want, and may need customer service intervention to help), the number of invalid search times on the current application page (mainly for the user who enters keywords but is not satisfied with the search results (for example, does not view the search results), or does not obtain the search results corresponding to the keywords, and may need customer service intervention to help), the number of input errors on the current application page (for example, the user's input keeps reporting errors, etc., and may need customer service intervention to help), the jump time interval between the current application page and the jump page (where the jump page is the next-hop page corresponding to the current application interface, and the jump time interval reflects the smoothness of the user's operation. Among them, the longer the jump time interval, the more likely it is that the user may be confused, and at this time, it is considered that the user may need customer service intervention), etc.

[0030] In one embodiment of the present disclosure, multiple real-time operation parameter values corresponding one-to-one to multiple types of preset page operation parameters are obtained on the current application page, so as to subsequently comprehensively determine whether the user needs customer service based on the multiple real-time operation parameter values.

[0031] Step 102, identify the page type of the current application page, and determine multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters according to the page type.

[0032] Among them, the page type may include: click service type (the user meets their needs by clicking), browse service type (the user meets their needs by browsing the page), input service type (the user meets their needs by inputting information), etc.

[0033] It is not difficult to understand that when judging whether customer service intervention is required for different page types, the influencing degrees of different preset page operation parameters are different. For example, for a page of the click service type, the number of clicks on the current application page is obviously more influential than the number of invalid searches on the current application page.

[0034] Therefore, in one embodiment of the present disclosure, identify the page type of the current application page. For example, the page type of the current application page can be identified through a preset page type recognition model, which is pre-learned to determine the page type according to the input page image. Thus, a screenshot of the current application page can be obtained and input into the page type recognition model to obtain the page type.

[0035] Furthermore, determine multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters according to the page type, where the higher the influencing degree of a preset page operation parameter, the higher the corresponding parameter weight.

[0036] It should be noted that in different application scenarios, the method of determining multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters according to the page type is different. Examples are as follows:

[0037] In some possible embodiments, a corresponding relationship between the page type determination and multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters is set in advance. Thus, by querying this corresponding relationship according to the page type of the current application page, multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters can be obtained.

[0038] In some possible embodiments, a weight assignment model may also be pre-trained. The weight assignment model pre-learns to determine multiple parameter weights corresponding one-to-one to multiple types of preset page operation parameters according to the page type. Thus, in this example, the page type can be input into the weight assignment model to obtain the multiple parameter weights output by the weight assignment model.

[0039] Step 103: Determine a first target customer service demand probability according to multiple real-time operation parameter values and multiple parameter weights, and identify whether the first target customer service demand probability is greater than a first preset probability threshold.

[0040] In this embodiment, the first target customer service demand probability is determined according to multiple real-time operation parameter values and multiple parameter weights, where the first target customer service demand probability reflects the degree to which the user needs customer service.

[0041] In some possible embodiments, the second product value of each real-time operation parameter value and the corresponding parameter weight can be calculated to obtain multiple second product values corresponding to the multiple real-time operation parameter values, calculate the second sum value of the second product value and a preset random error value, and determine the second sum value as the first target customer service demand probability.

[0042] For example, in this embodiment, when multiple types of preset page operation parameters include the stay duration T on the current application page, the parameter weight corresponding to T is β1, the click count C on the current application page, the parameter weight corresponding to C is β2, the invalid search count S on the current application page, the parameter weight corresponding to S is β3, the input error count E on the current application page, the parameter weight corresponding to E is β4, the jump time interval Δt between the current application page and the jump page, the parameter weight corresponding to Δt is β5, and the preset random error value is ε, then Y can be used as the first target customer service demand probability, where Y = T * β1 + C * β2 + S * β3 + E * β4 + Δt * β5 + ε. In this example, in order to further improve the stability of Y, a preset constant term β0 can also be introduced. Thus, Y = β0 + T * β1 + C * β2 + S * β3 + E * β4 + Δt * β5 + ε.

[0043] In some possible embodiments, the second product value of each real-time operation parameter value and the corresponding parameter weight can also be directly calculated, and all the second product values are directly summed to obtain the corresponding first target customer service demand probability.

[0044] Furthermore, identify whether the first target customer service demand probability is greater than a first preset probability threshold, where the first preset probability threshold can be calibrated according to the scenario needs. For example, the first preset probability threshold can be 85%.

[0045] Step 104: In response to the first target customer service demand probability being greater than the first preset probability threshold, display a preset customer service entrance on the current application page.

[0046] In response to the first target customer service demand probability being greater than the first preset probability threshold, it is considered that the user needs customer service assistance at this time. Thus, a preset customer service entrance is displayed on the current application page. In some possible examples, in order to avoid disturbing the user's use of the current application page, the preset customer service entrance can be displayed in a floating form, etc. The floating style can be set according to the scenario needs. For example, as Figure 2 shown, the preset customer service entrance can be displayed in the form of a "floating ball" in the lower right corner of the current application page.

[0047] In summary, for the method of displaying the customer service entrance in the embodiments of the present disclosure, multiple real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters of the user on the current application page are obtained, the page type of the current application page is identified, multiple parameter weights corresponding one by one to multiple types of preset page operation parameters are determined according to the page type. Furthermore, the first target customer service demand probability is determined according to the multiple real-time operation parameter values and the multiple parameter weights, and it is identified whether the first target customer service demand probability is greater than the first preset probability threshold. In response to the first target customer service demand probability being greater than the first preset probability threshold, a preset customer service entrance is displayed on the current application page. In this technical solution, the prediction of the demand for the customer service entrance is realized. After predicting the need for the customer service entrance, the automatic display process of the customer service entrance is performed, without the user actively searching for the customer service entrance, improving the user experience.

[0048] In the actual execution process, if only based on the first target customer service demand probability determined according to the multiple real-time operation parameter values and the multiple parameter weights to determine whether to display the preset customer service entrance, it may cause some users to encounter service problems when they first start using the current application page. However, since the multiple real-time operation parameter values are still small, the calculated first target customer service demand probability is not greater than the first preset probability threshold. Only when the current user continues to use on the current page and further encounters service problems, the multiple real-time operation parameter values will be further improved, and the calculated first target customer service demand probability may be greater than the first preset probability threshold, and then the customer service entrance will be displayed. And many users may lose patience and exit the application before the customer service entrance is displayed.

[0049] Therefore, in order to further improve the service quality, in an embodiment of the present disclosure, when the first target customer service demand probability is not greater than the first preset probability threshold, a probability gain value for the need of customer service is further determined based on the real-time operation parameter value, and the corresponding target customer service demand probability is calculated based on the probability gain value. Then, whether to display the customer service entrance is judged again in combination with the additionally calculated target customer service demand probability. By this means, the time duration from encountering a service problem to displaying the customer service entrance can be shortened.

[0050] In an embodiment of the present disclosure, as Figure 3 shown, after identifying whether the first target customer service demand probability is greater than the first preset probability threshold, the first target customer service demand probability further includes:

[0051] Step 301: In response to the first target customer service demand probability not being greater than the first preset probability threshold, obtain the pre-calculated second target customer service demand probability corresponding to the user.

[0052] In this embodiment, in response to the first target customer service demand probability not being greater than the first preset probability threshold, it is not directly considered that the customer service entrance does not need to be displayed, but the pre-calculated second target customer service demand probability corresponding to the user is obtained.

[0053] Among them, the second target customer service demand probability is calculated additionally. In some possible embodiments, the calculation steps of the second target customer service demand probability may include:

[0054] S3011: Obtain the initial customer service demand probability corresponding to the user.

[0055] Among them, the initial customer service demand probability may be a default value. For example, it is 30%.

[0056] In this example, the number of successful historical customer service entrance recommendations of the user in the most recent period (that is, when the preset customer service entrance is displayed and the user clicks on the preset customer service entrance, it is considered a successful recommendation) can also be obtained, and the ratio of the number of successful recommendations to the total number of recommended customer service entrances in the most recent period is calculated. The initial customer service demand probability is determined according to this ratio. For example, the corresponding initial customer service demand probability is obtained by querying the preset corresponding relationship according to this ratio, or the ratio difference between this ratio and the preset standard ratio can be calculated, the product value of the ratio difference and the preset standard customer service demand probability corresponding to the preset standard ratio is calculated, and the sum of the product value and the preset standard customer service demand probability is calculated to obtain the initial customer service demand probability.

[0057] Of course, in the actual execution process, in addition to the above-mentioned number of successful historical customer service entrance recommendations, the initial customer service demand probability can also be calculated by combining the historical operation parameter values of a type of preset page operation parameter that has the highest relevance to the page type within the recent period. The calculation method can refer to the method of calculating the initial customer service demand probability based on the number of successful historical customer service entrance recommendations, which will not be listed one by one here.

[0058] S3012: Identify whether each real-time operation parameter value meets the corresponding preset probability gain condition.

[0059] Among them, the preset probability gain conditions corresponding to different real-time operation parameter values can be different. For example, in some possible embodiments, the preset probability gain conditions include:

[0060] The corresponding real-time operation parameter value is greater than the preset operation parameter threshold. For example, for the stay duration T on the current application page, if it is greater than the preset operation parameter threshold (such as 5 seconds), it is considered to meet the preset probability gain condition;

[0061] Among them, the preset operation parameter threshold can be 0. For example, for the number of invalid searches on the current application page, if it is greater than 0, it is considered to meet the preset probability gain condition.

[0062] S3013: When the corresponding preset probability gain condition is met, determine the probability gain value according to the corresponding real-time operation parameter value.

[0063] In this embodiment, when the corresponding preset probability gain condition is met, determine the probability gain value according to the corresponding real-time operation parameter value.

[0064] In some possible embodiments, the calculation method of the probability gain value can also be associated with the type of preset page operation parameter corresponding to the real-time operation parameter value. For example, the first product value of the corresponding real-time operation parameter value and the corresponding preset unit probability gain value can be calculated, and the first product value is determined as the probability gain value; for example, for the number of invalid searches on the current application page, based on the calculation method of this embodiment, each time an invalid search occurs, the probability gain value is increased by 20%.

[0065] Or, the difference between the corresponding real-time operation parameter value and the corresponding preset parameter threshold can be calculated, the ratio of the difference and the preset unit threshold can be calculated, and the product value of the ratio and the preset unit probability gain value can be calculated, and the product value is determined as the probability gain value; for example, for the stay duration T on the current application page, if the preset unit threshold is 5 seconds and the preset parameter threshold is 5 seconds, then calculate the difference T - 5 between T and 5, calculate the ratio of T - 5 and 5, and calculate the product value of the ratio and the preset unit probability gain value as the probability gain value.

[0066] S3014: Calculate the first sum value of the initial customer service demand probability and the probability gain value, and determine the first sum value as the second target customer service demand probability.

[0067] In this embodiment, calculate the first sum value of the initial customer service demand probability and the probability gain value, and determine the first sum value as the second target customer service demand probability. That is, in this embodiment, on the basis of the initial customer service demand probability, all probability gain values are superimposed to obtain the second target customer service demand probability.

[0068] Of course, in this embodiment, if the calculated probability gain value is a ratio, the product value of the initial customer service demand probability and the probability gain value can also be calculated, and the sum of the initial customer service demand probability and the product value can be calculated to obtain the corresponding second target customer service demand probability.

[0069] In this embodiment, no matter which method is used to calculate the second target customer service demand probability, in essence, it is to perform gain on the basis of the initial customer service demand probability based on the real-time operation parameter value.

[0070] Step 302, determine whether the second target customer service demand probability is greater than the second preset probability threshold.

[0071] Among them, the second preset probability threshold can be the same as or different from the first preset probability threshold. When the second preset probability threshold is different from the first preset probability threshold, if to avoid misjudgment, the second preset probability threshold can be set greater than the first preset probability threshold, or if to improve the display sensitivity of the customer service entry, the second preset probability threshold can be set less than the first preset probability threshold, etc.

[0072] Step 303, in response to the second target customer service demand probability being greater than the second preset probability threshold, display a preset customer service entry on the current application page.

[0073] In this embodiment, determine whether the second target customer service demand probability is greater than the second preset probability threshold. In response to the second target customer service demand probability being greater than the second preset probability threshold, display a preset customer service entry on the current application page. Thus, it is further determined whether to display the preset customer service entry by combining the additionally calculated second target customer service demand probability, so as to ensure that the preset customer service entry is actively displayed when the user needs it, further improving the user experience.

[0074] In summary, for the method for displaying a customer service entry according to an embodiment of the present disclosure, after identifying whether the probability of the first target customer service requirement is greater than the first preset probability threshold, in response to the probability of the first target customer service requirement not being greater than the first preset probability threshold, the pre-calculated second target customer service requirement probability corresponding to the user is obtained, and it is determined whether the second target customer service requirement probability is greater than the second preset probability threshold. Furthermore, in response to the second target customer service requirement probability being greater than the second preset probability threshold, a preset customer service entry is displayed on the current application page. In this technical solution, it is also determined whether to display the preset customer service entry by combining the additionally calculated target customer service requirement probability, avoiding untimely display of the preset customer service entry and affecting the user experience.

[0075] Based on the above embodiments, in the actual application process, the behaviors of the user after multiple operations show a certain regularity. Summarizing this regularity may enable early determination of whether the user needs to display the customer service entry, that is, without calculating the above-mentioned target customer service requirement probability, it can be determined whether the user needs the customer service entry. In this embodiment, the historical operation data of the user can be combined to perform a pre-evaluation on whether to display the customer service entry.

[0076] In an embodiment of the present disclosure, as Figure 4 shown, before obtaining multiple real-time operation parameter values corresponding to multiple preset page operation parameters on the current application page by the user, it further includes:

[0077] Step 401, obtaining a first customer service requirement evaluation value of the user in the current cycle, and obtaining a second customer service requirement evaluation value of the user in the previous cycle, where the customer service requirement evaluation value includes: the sum of historical operation parameter values corresponding to the target page operation parameter within the corresponding cycle, or the total number of times of calling the customer service entry within the corresponding cycle, where the target page operation parameter belongs to multiple types of preset page operation parameters.

[0078] It should be noted that the requirement evaluation value in this embodiment includes: the sum of historical operation parameter values corresponding to the target page operation parameter within the corresponding cycle, where the target page operation parameter belongs to multiple types of preset page operation parameters. For example, the target page operation parameter belongs to a type of page operation parameter most relevant to the page type among multiple types of preset page operation parameters. For example, if the duration corresponding to the corresponding cycle is 7 days and the preset page operation parameter is the number of invalid searches, then the first customer service requirement evaluation value is the sum of the number of invalid searches in the most recent 7 days, and the second customer service requirement evaluation value is the sum of the number of invalid searches in the previous 7 days.

[0079] Alternatively, the requirement evaluation value includes: the total number of times of calling the customer service entry within the corresponding cycle, where the calling of the customer service entry can be initiated by the user actively, or the total number of times of the user clicking on the displayed customer service entry after the customer service entry is actively displayed.

[0080] Step 402: Determine the customer service demand change rate based on the first customer service demand evaluation value and the second customer service demand evaluation value.

[0081] In an embodiment of the present disclosure, the customer service demand change rate is determined based on the first customer service demand evaluation value and the second customer service demand evaluation value. Among them, if the customer service demand change rate is negative, it indicates that the trend of the customer service required by the user is decreasing. If the customer service demand change rate is positive, it indicates that the trend of the customer service required by the user is increasing.

[0082] It should be noted that in different application scenarios, the method for determining the customer service demand change rate based on the first customer service demand evaluation value and the second customer service demand evaluation value is different. The examples are as follows:

[0083] In some possible examples, calculate the difference between the first customer service demand evaluation value and the second customer service demand evaluation value, calculate the ratio of the difference and the second customer service demand evaluation value, and determine the ratio as the customer service demand change rate.

[0084] For example, if the customer service demand evaluation value corresponds to the sum of the number of invalid searches, the first customer service demand evaluation value corresponds to the sum of the number of invalid searches within the most recent 7 days, which is 57, and the second customer service demand evaluation value corresponds to the sum of the number of invalid searches within the previous 7 days, which is 100. Then the calculated customer service demand change rate is (57 - 100) / 100 = -43%.

[0085] Step 403: Determine that the customer service demand change rate is less than the first preset change rate threshold and determine that the customer service demand change rate is greater than the second preset change rate threshold.

[0086] Among them, the first preset change rate threshold is a relatively large value, and the second preset change rate threshold is a relatively small value.

[0087] It is easy to understand that if the customer service demand change rate is greater than the first preset change rate threshold, it indicates that the trend of the user's need for customer service is increasing. Therefore, the preset customer service entrance can be directly displayed. If the customer service demand change rate is less than or equal to the second preset change rate threshold, it indicates that the trend of the user's need for customer service is decreasing. Therefore, it is determined that the user does not need to display the preset customer service entrance, and the subsequent steps of determining whether to display the preset customer service entrance are not performed.

[0088] Therefore, in an embodiment of the present disclosure, before determining the customer service demand change rate based on the first customer service demand evaluation value and the second customer service demand evaluation value, it is necessary to determine that the customer service demand change rate is less than the first preset change rate threshold and determine that the customer service demand change rate is greater than the second preset change rate threshold.

[0089] In summary, for the method of displaying a customer service entry according to an embodiment of the present disclosure, before obtaining multiple real-time operation parameter values corresponding to multiple types of preset page operation parameters on the current application page, it is pre-judged whether it is necessary to calculate the target customer service demand probability, which facilitates meeting the user's needs in advance and avoiding unnecessary calculation amounts.

[0090] To implement the above embodiment, the present disclosure also proposes a device for displaying a customer service entry.

[0091] Figure 5 As shown in the structure diagram of a device for displaying a customer service entry provided by an embodiment of the present disclosure, the device can be implemented by software and / or hardware and is generally integrated in an electronic device. Figure 5 As shown, the device includes: an acquisition module 510, a first recognition module 520, a first determination module 530, a second determination module 540, a second recognition module 550, and a display module 560, where

[0092] The acquisition module 510 is configured to acquire multiple real-time operation parameter values corresponding to multiple types of preset page operation parameters on the current application page;

[0093] The first recognition module 520 is configured to recognize the page type of the current application page;

[0094] The first determination module 530 is configured to determine multiple parameter weights corresponding to multiple types of preset page operation parameters according to the page type;

[0095] The second determination module 540 is configured to determine a first target customer service demand probability according to the multiple real-time operation parameter values and the multiple parameter weights;

[0096] The second recognition module 550 is configured to recognize whether the first target customer service demand probability is greater than a first preset probability threshold;

[0097] The display module 560 is configured to display a preset customer service entry on the current application page in response to the first target customer service demand probability being greater than the first preset probability threshold.

[0098] In an embodiment of the present disclosure, it further includes:

[0099] The first acquisition module is configured to acquire a second target customer service demand probability corresponding to the user calculated in advance in response to the first target customer service demand probability not being greater than the first preset probability threshold;

[0100] The third determination module is configured to determine whether the second target customer service demand probability is greater than a second preset probability threshold;

[0101] A display module 560, configured to display a preset customer service entry on the current application page in response to the second target customer service demand probability being greater than the second preset probability threshold.

[0102] In an embodiment of the present disclosure, an acquisition module is configured to:

[0103] Acquire an initial customer service demand probability corresponding to a user; identify whether each real-time operation parameter value meets a corresponding preset probability gain condition;

[0104] When the corresponding preset probability gain condition is met, determine a probability gain value according to the corresponding real-time operation parameter value;

[0105] Calculate a first sum value of the initial customer service demand probability and the probability gain value, and determine the first sum value as the second target customer service demand probability.

[0106] In an embodiment of the present disclosure, the preset probability gain condition includes:

[0107] The corresponding real-time operation parameter value is greater than a preset operation parameter threshold; or,

[0108] The corresponding real-time operation parameter value is greater than 0.

[0109] In an embodiment of the present disclosure, it further includes:

[0110] A second acquisition module, configured to acquire a first customer service demand evaluation value of the user in the current period and acquire a second customer service demand evaluation value of the user in the previous period, where

[0111] The customer service demand evaluation value includes: the sum of historical operation parameter values corresponding to target page operation parameters in the corresponding period, or the total number of times of calling the customer service entry in the corresponding period, where the target page operation parameters belong to multiple types of preset page operation parameters;

[0112] A change rate determination module, configured to determine a customer service demand change rate according to the first customer service demand evaluation value and the second customer service demand evaluation value;

[0113] A fourth determination module, configured to determine that the customer service demand change rate is less than a first preset change rate threshold and determine that the customer service demand change rate is greater than a second preset change rate threshold.

[0114] In an embodiment of the present disclosure, the change rate determination module is configured to:

[0115] Calculate a difference value between the first customer service demand evaluation value and the second customer service demand evaluation value;

[0116] Calculate a ratio of the difference value to the second customer service demand evaluation value, and determine the ratio as the customer service demand change rate.

[0117] In one embodiment of the present disclosure, the second determination module 540 is specifically configured to:

[0118] Calculate a second product value of each real-time operation parameter value and the corresponding parameter weight to obtain a plurality of second product values corresponding to the plurality of real-time operation parameter values;

[0119] Calculate a second sum value of the second product value and a preset random error value, and determine the second sum value as the first target customer service demand probability.

[0120] The display device of the customer service entry provided by the embodiments of the present disclosure can execute the display method of the customer service entry provided by any embodiment of the present disclosure, and has corresponding functional modules and beneficial effects for executing the method.

[0121] To implement the above embodiments, the present disclosure also proposes a computer program product, including a computer program / instructions, which when executed by a processor, implement the display method of the customer service entry in the above embodiments.

[0122] The embodiments of the present disclosure provide an electronic device, which includes: a storage device on which a computer program is stored; a processing device for executing the computer program in the storage device to implement the steps of any one of the methods in the present disclosure.

[0123] Figure 6 It is a schematic structural diagram of an electronic device provided by an embodiment of the present disclosure.

[0124] Specifically refer to Figure 6 , which shows a schematic structural diagram of an electronic device 600 suitable for implementing the embodiments of the present disclosure. The electronic device 600 in the embodiments of the present disclosure may include, but is not limited to, mobile terminals such as mobile phones, laptop computers, digital broadcast receivers, PDAs (Personal Digital Assistants), PADs (Tablet Computers), PMPs (Portable Multimedia Players), in-vehicle terminals (such as in-vehicle navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Figure 6 The electronic device shown is only an example and should not impose any limitation on the functions and usage scope of the embodiments of the present disclosure.

[0125] As Figure 6As shown, the electronic device 600 may include a processor (such as a central processing unit, a graphics processing unit, etc.) 601, which may perform various appropriate actions and processes according to a program stored in the read-only memory (ROM) 602 or a program loaded from the memory 608 into the random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the electronic device 600 are also stored. The processor 601, the ROM 602, and the RAM 603 are connected to each other through a bus 604. The input / output (I / O) interface 605 is also connected to the bus 604.

[0126] Generally, the following devices may be connected to the I / O interface 605: an input device 606 including, for example, a touch screen, a touchpad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; an output device 607 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; a memory 608 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 609. The communication device 609 may allow the electronic device 600 to communicate with other devices wirelessly or wiredly to exchange data. Although Figure 6 the electronic device 600 with various devices is shown, it should be understood that it is not required to implement or have all the shown devices. Instead, more or fewer devices may be implemented or had.

[0127] Specifically, according to an embodiment of the present disclosure, the process described above with reference to the flowchart may be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a non-transitory computer-readable medium, and the computer program includes program codes for performing the method shown in the flowchart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication device 609, or installed from the memory 608, or installed from the ROM 602. When the computer program is executed by the processor 601, the above functions defined in the display method of the customer service entrance of the embodiment of the present disclosure are executed.

[0128] In addition to the above methods and devices, embodiments of the present disclosure may also be computer program products, which include computer program instructions that, when run by a processor, cause the processor to execute the methods provided by the embodiments of the present disclosure. The computer program products can be written in any combination of one or more programming languages for programming code to perform the operations of the embodiments of the present disclosure. The programming languages include object-oriented programming languages such as Java, C++, etc., and also include conventional procedural programming languages such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computing device, partially on the user's device, executed as an independent software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server.

[0129] In addition, embodiments of the present disclosure may also be computer-readable storage media, on which computer program instructions are stored, and when the computer program instructions are run by a processor, the processor is caused to execute the methods provided by the embodiments of the present disclosure. The computer-readable storage media may employ any combination of one or more readable media. The readable media may be a readable signal medium or a readable storage medium. The readable storage medium may, for example, include but is not limited to an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the above. More specific examples (non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above.

[0130] The above computer-readable medium may be included in the above electronic device; or may exist separately without being assembled into the electronic device.

[0131] The above computer-readable medium carries one or more programs, and when the one or more programs are executed by the electronic device, the electronic device is caused to:

[0132] Obtain multiple real-time operation parameter values corresponding one by one to multiple types of preset page operation parameters for the user on the current application page, identify the page type of the current application page, determine multiple parameter weights corresponding one by one to the multiple types of preset page operation parameters according to the page type. Furthermore, determine the first target customer service demand probability based on the multiple real-time operation parameter values and the multiple parameter weights, and identify whether the first target customer service demand probability is greater than the first preset probability threshold. In response to the first target customer service demand probability being greater than the first preset probability threshold, display a preset customer service entrance on the current application page. In this technical solution, the demand prediction for the customer service entrance is realized. After predicting the need for the customer service entrance, the customer service entrance is automatically displayed, eliminating the need for the user to actively search for the customer service entrance and improving the user experience.

[0133] It can be understood that before using the technical solutions disclosed in the embodiments of the present disclosure, the types, usage scopes, usage scenarios, etc. of the personal information involved in the present disclosure 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.

[0134] For example, when responding to receiving the user's active request, send a prompt message to the user to clearly prompt the user that the operation requested by the user will require obtaining and using the user's personal information. Thus, the user can autonomously choose whether to provide personal information to software or hardware such as an electronic device, an application program, a server, or a storage medium that performs the operations of the technical solutions of the present disclosure according to the prompt message.

[0135] As an optional but non-limiting implementation manner, the manner of sending a prompt message to the user in response to receiving the user's active request can be, for example, in the form of a pop-up window. The prompt message can be presented in text in the pop-up window. In addition, the pop-up window can also carry a selection control for the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0136] It can be understood that the above process of notifying and obtaining the user's authorization is only illustrative and does not constitute a limitation on the implementation manner of the present disclosure. Other ways that meet relevant laws and regulations can also be applied to the implementation manner of the present disclosure.

[0137] It should be noted that, in this document, relational terms such as "first" and "second" are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the terms "comprising", "including" or any other variation thereof are intended to cover non-exclusive inclusion, such that a process, method, article or device comprising a series of elements not only includes those elements but also includes 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 an..." does not exclude the presence of additional identical elements in the process, method, article or device comprising the element.

[0138] The above are only specific embodiments of the present disclosure, enabling those skilled in the art to understand or implement the present disclosure. Various modifications to these embodiments will be obvious to those skilled in the art, and the general principles defined herein can be implemented in other embodiments without departing from the spirit or scope of the present disclosure. Therefore, the present disclosure will not be limited to these embodiments herein, but rather to the broadest scope consistent with the principles and novel features disclosed herein.

Claims

1. A method for displaying a customer service entry, characterized in that, Including the following steps: Obtain multiple real-time operation parameter values corresponding to multiple types of preset page operation parameters on the current application page of the user; Identify the page type of the current application page, and determine multiple parameter weights corresponding to the multiple types of preset page operation parameters according to the page type; Determine a first target customer service demand probability according to the multiple real-time operation parameter values and the multiple parameter weights, and identify whether the first target customer service demand probability is greater than a first preset probability threshold; In response to the first target customer service demand probability being greater than the first preset probability threshold, display a preset customer service entrance on the current application page.

2. The method according to claim 1, wherein, After identifying whether the first target customer service demand probability is greater than the first preset probability threshold, it further includes: In response to the first target customer service demand probability not being greater than the first preset probability threshold, obtain a second target customer service demand probability calculated in advance corresponding to the user; Determine whether the second target customer service demand probability is greater than a second preset probability threshold; In response to the second target customer service demand probability being greater than the second preset probability threshold, display the preset customer service entrance on the current application page.

3. The method according to claim 2, wherein The obtaining the second target customer service demand probability calculated in advance corresponding to the user includes: Obtain an initial customer service demand probability corresponding to the user; Identify whether each of the real-time operation parameter values meets a corresponding preset probability gain condition; When meeting the corresponding preset probability gain condition, determine a probability gain value according to the corresponding real-time operation parameter value; Calculate a first sum value of the initial customer service demand probability and the probability gain value, and determine the first sum value as the second target customer service demand probability.

4. The method according to claim 3, wherein The preset probability gain condition includes: The corresponding real-time operation parameter value is greater than a preset operation parameter threshold.

5. The method according to claim 3, wherein The determining the probability gain value according to the corresponding real-time operation parameter value includes: Calculate a first product value of the corresponding real-time operation parameter value and a corresponding preset unit probability gain value, and determine the first product value as the probability gain value.

6. The method according to any one of claims 1-5, characterized in that, The obtaining the multiple real-time operation parameter values corresponding to the multiple types of preset page operation parameters on the current application page of the user includes: Obtain a first customer service demand evaluation value of the user in the current period, and obtain a second customer service demand evaluation value of the user in the previous period, where The customer service demand evaluation value includes: the sum of historical operation parameter values corresponding to target page operation parameters within the corresponding period, or, the total number of times the customer service entrance is called within the corresponding period, where the target page operation parameters belong to the multiple types of preset page operation parameters; Determine a customer service demand change rate according to the first customer service demand evaluation value and the second customer service demand evaluation value; When determining that the customer service demand change rate is less than a first preset change rate threshold and the customer service demand change rate is greater than a second preset change rate threshold, obtain multiple real-time operation parameter values corresponding to the multiple types of preset page operation parameters on the current application page of the user.

7. The method according to claim 6, wherein The determining the customer service demand change rate according to the first customer service demand evaluation value and the second customer service demand evaluation value includes: Calculate the difference between the first customer service demand evaluation value and the second customer service demand evaluation value; Calculate the ratio of the difference and the second customer service demand evaluation value, and determine the ratio as the customer service demand change rate.

8. The method according to any one of claims 1-5, characterized in that, The determining the first target customer service demand probability according to the multiple real-time operation parameter values and the multiple parameter weights includes: Calculate a second product value of each of the real-time operation parameter values and the corresponding parameter weight to obtain a plurality of the second product values corresponding to the multiple real-time operation parameter values; Calculate a second sum value of the second product value and a preset random error value, and determine the second sum value as the first target customer service demand probability.

9. An electronic device, characterized in that, The electronic device includes: A processor; A memory for storing executable instructions executable by the processor; The processor is configured to read the executable instructions from the memory and execute the executable instructions to implement the method for displaying a customer service entry according to any one of claims 1-8 above.

10. A computer program product, characterized in that, A computer program which, when executed by a processor, implements the method for displaying a customer service entry according to any one of claims 1-8 above.

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