Customer service scheduling method and device, equipment and storage medium

Abstract

The invention relates to a customer service scheduling method and device, equipment and a storage medium. The main technical scheme comprises the following steps: acquiring customer service list information; obtaining load function information, and determining the current load amount of each customer service in the customer service list information according to the load function information; sorting the current load capacity of each customer service from low to high, and selecting the customer service with the lowest current load capacity as an initial scheduling customer service to perform initial task scheduling; obtaining callback function information, and recalculating the load capacity of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load capacity of the initial scheduling customer service; and updating the customer service list information according to the update load capacity of the initial scheduling customer service until the customer service list information is empty, and completing the customer service scheduling operation. The optimal customer service can be dynamically selected for task allocation according to the real-time load data of the customer service, so that the effect of improving the service efficiency and the user satisfaction is achieved.

Description

Technical Field

[0001] The present application relates to the technical field of intelligent scheduling, and particularly to a customer service scheduling method, device, equipment and storage medium. Background Art

[0002] With the development of the mobile Internet, online customer service systems based on web pages and APP user terminals have gradually become popular. As a bridge for instant communication between enterprise websites and users, online customer service is not only a customer service system, but also can provide functions such as visitor access track tracking, user relationship management, and intelligent reply. Generally, after a user initiates a service request, the system will flexibly arrange the allocation of customer service for the user according to needs. However, when the online customer service system faces service requests from a large number of users, users sometimes have to wait in the queue for a long time before receiving customer service, which undoubtedly reduces the user experience. In particular, high-quality users are also likely to cancel service requests due to the long waiting time, resulting in the loss of enterprise customer sources.

[0003] In traditional implementation methods, most enterprises now use scheduling algorithms to allocate customer service. Generally used scheduling algorithms include: 1) Random algorithm, which allocates customer service to users by random selection without considering the difference in the reception ability of customer service; 2) Weighted random algorithm, which introduces a weight mechanism in the allocation process, so that customer service with a higher weight has a greater probability of being selected; 3) Round-robin algorithm, which allocates users to each customer service in turn without distinguishing the reception ability of customer service; 4) Weighted round-robin algorithm, which allocates according to the weight ratio according to the reception ability of customer service.

[0004] However, each of the above algorithms has its disadvantages. For example, in the random algorithm, since it does not consider the difference in the reception ability of customer service, it may cause the service quality and user experience to be affected due to insufficient reception ability of some customer service; in the weighted random algorithm, although it can largely alleviate the deficiencies of the random algorithm, it cannot guarantee that the customer service allocated each time is the best choice; in the round-robin algorithm, the overall user experience may be affected due to insufficient ability of some customer service; in the weighted round-robin algorithm, it allocates by round-robin according to fixed weights, while the number of customers received by customer service is dynamically changing, so it cannot ensure that the customer service allocated each time is the best choice. Summary of the Invention

[0005] Based on this, the present application provides a customer service scheduling method, device, equipment and storage medium. By real-time monitoring and calculating the load conditions of each customer service in the customer service list information, the optimal customer service can be dynamically selected for task allocation according to real-time load data, so as to achieve the effect of improving service efficiency and user satisfaction; at the same time, by optimizing the allocation of customer service resources, the effect of reducing operating costs can also be achieved.

[0006] In a first aspect, a customer service scheduling method is provided, and the method includes:

[0007] Obtain customer service list information, where the customer service list information includes information of all customer services participating in this scheduling;

[0008] Obtain load function information, and determine the current load of each customer service in the customer service list information according to the load function information;

[0009] Sort the current loads of each customer service in ascending order, and select the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling;

[0010] Obtain callback function information, and recalculate the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service;

[0011] Update the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and complete this customer service scheduling operation.

[0012] According to an implementable manner in an embodiment of the present application, obtaining load function information, and determining the current load of each customer service in the customer service list information according to the load function information includes:

[0013] When the load function information only includes the number of received customers information, obtain the number of received customers of each customer service in the customer service list information;

[0014] Take the number of received customers of each customer service as the current load of the corresponding customer service.

[0015] According to an implementable manner in an embodiment of the present application, the method further includes:

[0016] When the load function information includes the number of received customers information and the maximum number of received customers information, obtain the number of received customers and the corresponding maximum number of received customers of each customer service in the customer service list information;

[0017] Determine the current load of each customer service in the customer service list information according to the number of received customers and the maximum number of received customers of each customer service.

[0018] According to an implementable manner in an embodiment of the present application, the method further includes:

[0019] When the load function information includes the number of received customers information, the maximum number of received customers information, the preset weight information, and the favorable comment rate information, obtain the number of received customers, the corresponding maximum number of received customers, the corresponding preset weight, and the corresponding favorable comment rate of each customer service in the customer service list information;

[0020] Determine the current load of each customer service in the customer service list information according to the number of customers received by each customer service, the corresponding maximum number of customers received, the corresponding preset weight, and the corresponding favorable comment rate.

[0021] According to an implementable manner in the embodiment of the present application, obtain callback function information, and recalculate the load of the initial scheduled customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduled customer service, including:

[0022] When the callback function information only includes the number of customers received information, obtain the updated number of customers received of the initial scheduled customer service according to the number of customers received of the initial scheduled customer service;

[0023] Recalculate the load of the initial scheduled customer service according to the updated number of customers received of the initial scheduled customer service and the load function information to obtain the updated load of the initial scheduled customer service.

[0024] According to an implementable manner in the embodiment of the present application, the method further includes:

[0025] When the callback function information includes the number of customers received information and the resource consumption coefficient information, obtain the resource consumption coefficient of the current user;

[0026] Obtain the updated number of customers received of the initial scheduled customer service according to the number of customers received of the initial scheduled customer service and the resource consumption coefficient of the current user;

[0027] Recalculate the load of the initial scheduled customer service according to the updated number of customers received of the initial scheduled customer service and the load function information to obtain the updated load of the initial scheduled customer service.

[0028] According to an implementable manner in the embodiment of the present application, update the customer service list information according to the updated load of the initial scheduled customer service, including:

[0029] Compare the updated load of the initial scheduled customer service with the preset load value;

[0030] When the updated load of the initial scheduled customer service is greater than or equal to the preset load value, delete the initial scheduled customer service from the customer service list information to implement the update of the customer service list information;

[0031] When the updated load of the initial scheduled customer service is less than the preset load value, rearrange the initial scheduled customer service into the customer service list information to implement the update of the customer service list information.

[0032] In a second aspect, a customer service scheduling device is provided, and the device includes:

[0033] An information acquisition unit, configured to acquire customer service list information, where the customer service list information includes information of all customer services participating in the current scheduling;

[0034] A load calculation unit, configured to acquire load function information, and determine the current load of each customer service in the customer service list information according to the load function information;

[0035] An initial scheduling unit, configured to sort the current loads of each customer service in ascending order, and select the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling;

[0036] A load update unit, configured to acquire callback function information, and recalculate the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service;

[0037] A scheduling completion unit, configured to update the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and complete the current customer service scheduling operation.

[0038] In a third aspect, a computer device is provided, including:

[0039] At least one processor; and

[0040] A memory communicatively connected to the at least one processor; wherein,

[0041] The memory stores computer instructions executable by the at least one processor, and the computer instructions are executed by the at least one processor so that the at least one processor can execute the method involved in the first aspect above.

[0042] In a fourth aspect, a computer-readable storage medium is provided, on which computer instructions are stored, characterized in that the computer instructions are used to cause a computer to execute the method involved in the first aspect above.

[0043] According to the technical content provided by the embodiments of the present application, obtain the customer service list information, where the customer service list information includes information of all customer services participating in the current scheduling; obtain the load function information, and determine the current load of each customer service in the customer service list information according to the load function information; sort the current loads of each customer service in ascending order, and select the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling; obtain the callback function information, and recalculate the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service; update the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and complete the current customer service scheduling operation. Through the above operations, by monitoring and calculating the load of each customer service in the customer service list information in real time, the optimal customer service can be dynamically selected for task allocation according to the real-time load data, so as to improve the service efficiency and user satisfaction; at the same time, by optimizing the allocation of customer service resources, the operation cost can also be reduced. Brief Description of the Drawings

[0044] Figure 1 It is an application environment diagram of a customer service scheduling method in an embodiment;

[0045] Figure 2 It is a flowchart of a customer service scheduling method in an embodiment;

[0046] Figure 3 It is a schematic diagram of an excellent selection example of a customer service scheduling method in an embodiment;

[0047] Figure 4 It is a structural block diagram of a customer service scheduling device in an embodiment;

[0048] Figure 5 It is a schematic structural diagram of a computer device in an embodiment. Detailed Embodiments

[0049] In order to make the purpose, technical solutions and advantages of the present application clearer, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present application, and are not used to limit the present application.

[0050] A customer service scheduling method provided by the present application can be applied to such as Figure 1In the application environment shown. Among them, the terminal 102 communicates with the server 104 through the network. The server 104 obtains the customer service list information of the terminal 102, and the customer service list information includes the information of all customer services participating in this scheduling; the server 104 obtains the load function information of the terminal 102, and determines the current load of each customer service in the customer service list information according to the load function information; sorts the current loads of each customer service in ascending order, and selects the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling; the server 104 obtains the callback function information of the terminal 102, and recalculates the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service; updates the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and completes this customer service scheduling operation. Among them, the terminal 102 can be, but is not limited to, various personal computers, laptop computers, smart phones, tablet computers and other devices, and the server 104 can be implemented by an independent server or a server cluster composed of multiple servers.

[0051] In one embodiment, as Figure 2 shown, a customer service scheduling method is provided. Taking the server 104 in Figure 1 as an example, the method includes the following steps:

[0052] Step S201: Obtain the customer service list information.

[0053] Among them, the customer service list information includes the information of all customer services participating in this scheduling.

[0054] Here, a task scheduler can be installed in the server, and the task scheduler schedules tasks for each customer service in the customer service list information. Specifically, the task scheduler obtains the customer service list information. Among them, the customer service list information is a linked list structure and can be used to store the information of all customer services participating in this scheduling. It should be noted that the reason for adopting the form of the linked list structure here is to reduce the time complexity of re-sorting after scheduling and achieve the effect of improving scheduling efficiency.

[0055] Step S203: Obtain the load function information, and determine the current load of each customer service in the customer service list information according to the load function information.

[0056] Here, by obtaining the load function information, the current load of each customer service in the customer service list information can be calculated in real time. It should be noted that the load function information is input into the task scheduler by the staff based on different business requirements and can be adjusted adaptively after the business requirements change, with relatively high flexibility. Specifically, the load function information can include various factors, such as: the number of users currently received, the preset weight of the customer service, and the customer service praise rate, etc.

[0057] Step S205: Sort the current loads of each customer service in ascending order, and select the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling.

[0058] Here, after obtaining the current loads of each customer service, the current loads of each customer service can be sorted in ascending order, and the customer service with the lowest current load, that is, the highest priority, is selected as the initial scheduling customer service for initial task assignment, and this customer service is ranked first in the customer service list information at this time.

[0059] Step S207: Obtain the callback function information, and recalculate the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service.

[0060] Here, the callback function information can be used to process the logic after customer service scheduling, that is, it can update the factors in the load function information. For example, update the number of users currently received. By obtaining the callback function information, the load of the initial scheduling customer service can be recalculated according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service.

[0061] Step S209: Update the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and complete this customer service scheduling operation.

[0062] Here, according to the updated load of the initial scheduling customer service, the customer service list information is updated to determine whether to delete the initial scheduling customer service from the customer service list information or re-queue it into the queue of the customer service list information. It should be noted that if it is re-queued into the customer service list information, it will be queued into the appropriate position in the customer service list information in ascending order according to the updated load of the initial scheduling customer service, and then the customer service with the lowest load in the updated customer service list information will be scheduled again; this cycle continues until the customer service list information is empty, and this customer service scheduling operation is completed.

[0063] It can be seen that in the embodiment of the present application, by obtaining the customer service list information, which includes information of all customer services participating in the current scheduling; obtaining the load function information, and determining the current load of each customer service in the customer service list information according to the load function information; sorting the current loads of each customer service in ascending order, and selecting the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling; obtaining the callback function information, and recalculating the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service; updating the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and completing the current customer service scheduling operation. Through the above operations, by monitoring and calculating the load of each customer service in the customer service list information in real time, the optimal customer service can be dynamically selected for task allocation according to the real-time load data, so as to improve the service efficiency and user satisfaction; at the same time, by optimizing the allocation of customer service resources, the operation cost can also be reduced.

[0064] The following describes each step in the above method process in detail. First, in combination with the embodiment, the above step 203, that is, "obtaining the load function information, and determining the current load of each customer service in the customer service list information according to the load function information", is described in detail.

[0065] In a feasible manner, when the load function information only includes the number of received customers information, obtain the number of received customers of each customer service in the customer service list information; use the number of received customers of each customer service as the current load of the corresponding customer service.

[0066] Here, when the load function information only includes the number of received customers information, the specific expression of the load function is as follows:

[0067] f1 = a

[0068] Among them, f1 represents the current load of the customer service; a represents the number of received customers of the customer service. Obtain the number of received customers of each customer service in the customer service list information, and use the number of received customers of each customer service as the current load of the corresponding customer service.

[0069] In a feasible manner, when the load function information includes the number of received customers information and the maximum number of received customers information, obtain the number of received customers and the corresponding maximum number of received customers of each customer service in the customer service list information; determine the current load of each customer service in the customer service list information according to the number of received customers and the maximum number of received customers of each customer service.

[0070] Here, when the load function information includes the number of received customers information and the maximum number of received customers information, the specific expression of the load function can be expressed as follows:

[0071] f2 = a / b

[0072] Among them, f2 represents the current workload of the customer service; a represents the number of customers already received by the customer service; b represents the maximum number of customers that the customer service can receive. Obtain the number of customers already received and the corresponding maximum number of customers for each customer service in the customer service list information; through the above workload function f2, the current workload of each customer service in the customer service list information can be calculated.

[0073] In a feasible manner, when the workload function information includes the information of the number of customers already received, the maximum number of customers, the preset weight information, and the favorable comment rate information, obtain the number of customers already received, the corresponding maximum number of customers, the corresponding preset weight, and the corresponding favorable comment rate for each customer service in the customer service list information; determine the current workload of each customer service in the customer service list information according to the number of customers already received, the corresponding maximum number of customers, the corresponding preset weight, and the corresponding favorable comment rate of each customer service.

[0074] Here, when the workload function information includes the information of the number of customers already received, the maximum number of customers, the preset weight information, and the favorable comment rate information, the expression of the specific workload function can be expressed as follows:

[0075] f3 = (a / b) * (1 / c) * (1 / d)

[0076] Among them, f3 represents the current workload of the customer service; a represents the number of customers already received by the customer service; b represents the maximum number of customers that the customer service can receive; c represents the preset weight; d represents the favorable comment rate. It should be noted that the preset weight is set in advance by the staff according to factors such as the experience and skills of the corresponding customer service, and the larger the value, the higher the weight; the favorable comment rate is directly obtained based on the user's evaluation and can reflect the service quality of the customer service, and the higher the value, the better the service quality. Determine the current workload of each customer service in the customer service list information according to the number of customers already received, the corresponding maximum number of customers, the corresponding preset weight, and the corresponding favorable comment rate of each customer service.

[0077] Here, the initial scheduling work is described by way of example. Suppose that in the current user list information, there are 3 customer services, namely customer service A, customer service B, and customer service C, and the specific information of the 3 customer services is shown in the following table:

[0078] Customer service Number of customers received Maximum number of customers that can be received Preset weight Positive feedback rate Customer service A 30 100 1.2 90％ Customer service B 50 100 1.0 85％ Customer service C 20 100 1.5 95％

[0079] When the expression of the load function is f1, the number of customers already received by Customer Service A, Customer Service B, and Customer Service C at this time is the current load. At this time, the current load of Customer Service A is 30, the current load of Customer Service B is 50, and the current load of Customer Service C is 20. Sort the current loads of each customer service in ascending order, then the scheduling order is Customer Service C, Customer Service A, and Customer Service B. Select the customer service with the lowest current load, that is, Customer Service C, as the initial scheduling customer service for initial task scheduling.

[0080] When the expression of the load function is f2, the current loads of Customer Service A, Customer Service B, and Customer Service C at this time are determined by the ratio of the number of customers already received to the maximum number of customers that can be received. At this time, the current load of Customer Service A is 30 / 100 = 0.3, the current load of Customer Service B is 50 / 100 = 0.5, and the current load of Customer Service C is 20 / 100 = 0.2. Sort the current loads of each customer service in ascending order, then the scheduling order is Customer Service C, Customer Service A, and Customer Service B. Select the customer service with the lowest current load, that is, Customer Service C, as the initial scheduling customer service for initial task scheduling.

[0081] When the expression of the load function is f3, the current loads of Customer Service A, Customer Service B, and Customer Service C at this time are determined by multiple factors including the number of customers already received, the corresponding maximum number of customers that can be received, the corresponding preset weight, and the corresponding praise rate. Then the current loads of Customer Service A, Customer Service B, and Customer Service C are respectively:

[0082] f 3A =(30 / 100)*(1 / 1.2)*(1 / 0.9)≈0.278

[0083] f 3B =(50 / 100)*(1 / 1.0)*(1 / 0.85)≈0.588

[0084] f 3C =(20 / 100)*(1 / 1.5)*(1 / 0.95)≈0.140

[0085] Sort the current loads of each customer service in ascending order, then the scheduling order is Customer Service C, Customer Service A, and Customer Service B. Select the customer service with the lowest current load, that is, Customer Service C, as the initial scheduling customer service for initial task scheduling.

[0086] The above operations can adapt to different business requirements and scheduling strategies by customizing and passing in different load function information, achieving the effect of improving the flexibility and customizability of calculating the customer service load. At the same time, by calculating the current load of each customer service in the customer service list information in real time and dynamically selecting the optimal customer service for task allocation according to the load data, the effect of improving service efficiency and user satisfaction is achieved.

[0087] The following describes in detail the above step S207, that is, "obtain callback function information, and recalculate the load of the initial scheduled customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduled customer service".

[0088] In a feasible manner, when the callback function information only includes the number of customers received, obtain the updated number of customers received by the initial scheduled customer service according to the number of customers received by the initial scheduled customer service; according to the updated number of customers received by the initial scheduled customer service and the load function information, recalculate the load of the initial scheduled customer service to obtain the updated load of the initial scheduled customer service.

[0089] When the callback function information only includes the number of customers received, the expression of the specific callback function can be represented as follows:

[0090] y 1a = a + 1

[0091] where y 1a represents the updated number of customers received by the initial scheduled customer service; a represents the number of customers received by the customer service before the initial scheduling. After the initial scheduling is completed, the updated number of customers received by the initial scheduled customer service is increased by 1 on the basis of the original number. Still taking the above table as an example, assume that the number of customers received by customer service A, customer service B, and customer service C before the initial scheduling is 30, 50, and 20 respectively. According to the above example, the initial scheduled customer service is customer service C. Then the updated number of customers received by customer service C at this time is 20 + 1 = 21; assume that the load function at this time is f1. Then the updated load of customer service C at this time is f 1C = 21; if the load function at this time is f2, then the updated load of customer service C at this time is f 2C = 21 / 100 = 0.21. If the load function at this time is f3, then the updated load of customer service C at this time is f 3C = (21 / 100)*(1 / 1.5)*(1 / 0.95)≈0.146.

[0092] In another feasible manner, when the callback function information includes the number of customers received and the resource consumption coefficient information, obtain the resource consumption coefficient of the current user; according to the number of customers received by the initial scheduled customer service and the resource consumption coefficient of the current user, obtain the updated number of customers received by the initial scheduled customer service; according to the updated number of customers received by the initial scheduled customer service and the load function information, recalculate the load of the initial scheduled customer service to obtain the updated load of the initial scheduled customer service.

[0093] Here, when the callback function information only includes the number of customers received and the resource consumption coefficient information, the expression of the specific callback function can be represented as follows:

[0094] y 2a = a + e

[0095] where y 2a represents the updated number of received customers by the initial scheduling customer service; a represents the number of received customers by this customer service before the initial scheduling. After the initial scheduling is completed, the updated number of received customers by the initial scheduling customer service is the original number plus the user resource consumption coefficient. Still taking the above table as an example, assume that at this time, the number of received customers by customer service A, customer service B, and customer service C before the initial scheduling are 30, 50, and 20 respectively, and the resource consumption coefficients of user 1, user 2, and user 3 are as follows in the table:

[0096] User Customer resource consumption coefficient User 1 1.2 User 2 1.5 User 3 1.0

[0097] According to the above example, the initial scheduling customer service is customer service C, and customer service C receives user 1. Then, the updated number of received customers by customer service C at this time is 20 + 1.2 = 21.2; if customer service C receives user 2, then the updated number of received customers by customer service C at this time is 20 + 1.5 = 21.5; if customer service C receives user 3, then the updated number of received customers by customer service C at this time is 20 + 1.0 = 21.0. Assume that customer service C receives user 1 and the load function is f1. Then, the updated load of customer service C at this time is f 1C = 21.2; if the load function is f2 at this time, then the updated load of customer service C at this time is f 2C = 21.2 / 100 = 0.212; if the load function is f3 at this time, then the updated load of customer service C at this time is f 3C = (21.2 / 100) * (1 / 1.5) * (1 / 0.95) ≈ 0.147.

[0098] Through the above operations, by customizing and passing in different callback function information, the number of received customers after the initial scheduling is updated, thereby realizing the update of the factors included in the load function. Combining with the specific load function information, the dynamic update and accurate calculation of the load of the initial scheduling customer service are realized, so that the later scheduling is more reasonable and the resource allocation is more efficient.

[0099] Finally, in combination with the embodiments, the "updating the customer service list information according to the updated load of the initial scheduling customer service" in the above step S209 is described in detail.

[0100] Compare the updated load of the initial scheduling customer service with the preset load value; when the updated load of the initial scheduling customer service is greater than or equal to the preset load value, delete the initial scheduling customer service from the customer service list information to update the customer service list information; when the updated load of the initial scheduling customer service is less than the preset load value, re-arrange the initial scheduling customer service into the customer service list information to update the customer service list information.

[0101] Among them, the preset load value can generally be set to 1.

[0102] Here, compare the updated load of the initial scheduling customer service with the preset load value; when the updated load of the initial scheduling customer service is greater than or equal to the preset load value, that is, when f >= 1, it means that the load of the initial scheduling customer service is full, then delete the initial scheduling customer service from the customer service list information, that is, do not re-add it to the queue of the customer service list information. When the updated load of the initial scheduling customer service is less than the preset load value, that is, when f < 1, it means that the load of the initial scheduling customer service is not full, then re-arrange the initial scheduling customer service into the customer service list information.

[0103] The above operations determine whether to re-add it to the customer service list information based on the updated load of the initial scheduling customer service to update the customer service list information, and then complete the scheduling of all customer services in the customer service list information.

[0104] Combined with the implementation method in the above embodiments, and combined with Figure 3 Describe an excellent election example process provided by an embodiment of the present application. As Figure 3As shown, assume that the current customer service information list obtained contains customer service a, customer service b, customer service c, customer service d, and customer service e. Through the load function information, the current load of each customer service in the customer service list information can be obtained. The current loads of each customer service are sorted in ascending order, and the customer service with the lowest current load is selected, assumed to be customer service a, as the initial scheduling customer service for initial task scheduling. After the initial scheduling, by calling the function information and combining the load function information, the load of the initial scheduling customer service is recalculated to obtain the updated load of the initial scheduling customer service. Compare the updated load of the initial scheduling customer service with 1. Assume that the updated load of the initial scheduling customer service is less than 1, then the initial scheduling customer service a is rescheduled into the customer service list information. After obtaining the updated customer service list information, perform another scheduling. Select the customer service with the lowest current load, assumed to be customer service b, as the re-scheduling customer service for re-task scheduling. After the re-scheduling, by calling the function information and combining the load function information, the load of the re-scheduling customer service is recalculated to obtain the updated load of the re-scheduling customer service. Compare the updated load of the re-scheduling customer service with 1. Assume that the updated load of the re-scheduling customer service is greater than or equal to 1, then discard the re-scheduling customer service b. Perform such cyclic scheduling operations until the customer service list information is empty, and complete this customer service scheduling operation.

[0105] It should be understood that although Figure 2 the steps in the flowchart of Figure 2 are shown in sequence according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless there is a clear description in this application, the execution of these steps has no strict order limit, and these steps can be executed in other orders. Moreover,

[0106] Figure 4 is a schematic structural diagram of a customer service scheduling device provided by an embodiment of the present application. This device can be set in Figure 1 the server 104 in the application environment shown in Figure 2 to execute the method flow shown in Figure 4 As shown in

[0107] An information acquisition unit 401, configured to acquire customer service list information, where the customer service list information includes information of all customer services participating in the current scheduling;

[0108] A load calculation unit 403, configured to acquire load function information, and determine the current load of each customer service in the customer service list information according to the load function information;

[0109] An initial scheduling unit 405, configured to sort the current loads of each customer service in ascending order, and select the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling;

[0110] A load update unit 407, configured to acquire callback function information, and recalculate the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service;

[0111] A scheduling completion unit 409, configured to update the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and complete the current customer service scheduling operation.

[0112] In one embodiment, the load calculation unit 403 is further configured to:

[0113] When the load function information only includes the number of received customers information, acquire the number of received customers of each customer service in the customer service list information;

[0114] Use the number of received customers of each customer service as the current load of the corresponding customer service.

[0115] In one embodiment, the load calculation unit 403 is further configured to:

[0116] When the load function information includes the number of received customers information and the maximum number of received customers information, acquire the number of received customers and the corresponding maximum number of received customers of each customer service in the customer service list information;

[0117] Determine the current load of each customer service in the customer service list information according to the number of received customers and the maximum number of received customers of each customer service

[0118] In one embodiment, the load calculation unit 403 is further configured to:

[0119] When the load function information includes the number of received customers information, the maximum number of received customers information, the preset weight information, and the favorable comment rate information, acquire the number of received customers, the corresponding maximum number of received customers, the corresponding preset weight, and the corresponding favorable comment rate of each customer service in the customer service list information;

[0120] Determine the current load of each customer service in the customer service list information according to the number of customers received by each customer service, the corresponding maximum number of customers received, the corresponding preset weight, and the corresponding favorable comment rate.

[0121] In one embodiment, the load update unit 407 is further configured to:

[0122] When the callback function information only includes the information of the number of customers received, obtain the updated number of customers received by the initially scheduled customer service according to the number of customers received by the initially scheduled customer service.

[0123] Recalculate the load of the initially scheduled customer service according to the updated number of customers received by the initially scheduled customer service and the load function information, and obtain the updated load of the initially scheduled customer service.

[0124] In one embodiment, the load update unit 407 is further configured to:

[0125] When the callback function information includes the information of the number of customers received and the resource consumption coefficient information, obtain the resource consumption coefficient of the current user.

[0126] Obtain the updated number of customers received by the initially scheduled customer service according to the number of customers received by the initially scheduled customer service and the resource consumption coefficient of the current user.

[0127] Recalculate the load of the initially scheduled customer service according to the updated number of customers received by the initially scheduled customer service and the load function information, and obtain the updated load of the initially scheduled customer service.

[0128] In one embodiment, the scheduling completion unit 409 is further configured to:

[0129] Compare the updated load of the initially scheduled customer service with the preset load value;

[0130] When the updated load of the initially scheduled customer service is greater than or equal to the preset load value, delete the initially scheduled customer service from the customer service list information to update the customer service list information.

[0131] When the updated load of the initially scheduled customer service is less than the preset load value, reschedule the initially scheduled customer service into the customer service list information to update the customer service list information.

[0132] For the same and similar parts among the above embodiments, reference can be made to each other. Each embodiment focuses on the differences from other embodiments. In particular, for the device embodiments, since they are basically similar to the method embodiments, the description is relatively simple, and the relevant parts can refer to the description of the method embodiments.

[0133] It should be noted that the embodiments of the present application may involve the use of user data. In actual applications, user-specific personal data can be used in the solutions described herein within the scope permitted by applicable laws and regulations of the country where the user is located (such as when the user clearly consents, is effectively notified, and clearly authorizes).

[0134] According to an embodiment of the present application, the present application also provides a computer device and a computer-readable storage medium.

[0135] As Figure 5 shown, it is a block diagram of a computer device according to an embodiment of the present application. The computer device is intended to represent various forms of digital computers or mobile devices. Among them, the digital computer may include a desktop computer, a portable computer, a workbench, a personal digital assistant, a server, a mainframe computer, and other suitable computers. The mobile device may include a tablet computer, a smart phone, a wearable device, etc.

[0136] As Figure 5 shown, the device 500 includes a computing unit 501, a ROM 502, a RAM 503, a bus 504, and an input / output (I / O) interface 505. The computing unit 501, the ROM 502, and the RAM 503 are connected to each other through the bus 504. The input / output (I / O) interface 505 is also connected to the bus 504.

[0137] The computing unit 501 can execute various processes in the method embodiments of the present application according to the computer instructions stored in the read-only memory (ROM) 502 or the computer instructions loaded from the storage unit 508 into the random access memory (RAM) 503. The computing unit 501 can be various general-purpose and / or special-purpose processing components with processing and computing capabilities. The computing unit 501 may include, but is not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various dedicated artificial intelligence (AI) computing chips, various computing units running machine learning model algorithms, a digital signal processor (DSP), and any suitable processor, controller, microcontroller, etc. In some embodiments, the method provided by the embodiments of the present application can be implemented as a computer software program, which is tangibly contained in a computer-readable storage medium, such as the storage unit 508.

[0138] The RAM 503 can also store various programs and data required for the operation of the device 500. Part or all of the computer programs can be loaded and / or installed onto the device 500 via the ROM 502 and / or the communication unit 509.

[0139] In device 500, input unit 506, output unit 507, storage unit 508, and communication unit 509 can be connected to I / O interface 505. Among them, input unit 506 can be, for example, a keyboard, a mouse, a touch screen, a microphone, etc.; output unit 507 can be, for example, a display, a speaker, an indicator light, etc. Device 500 can exchange information, data, etc. with other devices through communication unit 509.

[0140] It should be noted that the device may also include other components necessary for normal operation. It may also only include the components necessary to implement the solution of this application, and does not necessarily include all the components shown in the figure.

[0141] Various embodiments of the systems and techniques described herein can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on a chip (SOCs), complex programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof.

[0142] The computer instructions for implementing the methods of this application can be written in any combination of one or more programming languages. These computer instructions can be provided to computing unit 501, such that when the computer instructions are executed by a computing unit 501 such as a processor, the steps involved in the method embodiments of this application are executed.

[0143] The computer-readable storage medium provided by this application can be a tangible medium that can contain or store computer instructions for executing the steps involved in the method embodiments of this application. The computer-readable storage medium can include, but is not limited to, storage media in the forms of electronic, magnetic, optical, electromagnetic, etc.

[0144] The above specific embodiments do not constitute a limitation on the protection scope of this application. Those skilled in the art should understand that various modifications, combinations, sub-combinations, and substitutions can be made according to design requirements and other factors. Any modifications, equivalent substitutions, and improvements made within the spirit and principles of this application shall be included within the protection scope of this application.

Claims

1. A customer service scheduling method, characterized in that, The method includes: Obtaining customer service list information, where the customer service list information contains information of all customer services participating in this scheduling; Obtaining load function information, and determining the current load of each customer service in the customer service list information according to the load function information; Sorting the current loads of each customer service in ascending order, and selecting the customer service with the lowest current load as the initial scheduling customer service for initial task scheduling; Obtaining callback function information, and recalculating the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service; Updating the customer service list information according to the updated load of the initial scheduling customer service until the customer service list information is empty, and completing this customer service scheduling operation.

2. The method according to claim 1, wherein The obtaining of the load function information, and determining the current load of each customer service in the customer service list information according to the load function information includes: When the load function information only includes the number of received customers information, obtaining the number of received customers of each customer service in the customer service list information; Taking the number of received customers of each customer service as the current load of the corresponding customer service.

3. The method according to claim 2, wherein The method further includes: When the load function information includes the number of received customers information and the maximum number of received customers information, obtaining the number of received customers and the corresponding maximum number of received customers of each customer service in the customer service list information; Determining the current load of each customer service in the customer service list information according to the number of received customers and the maximum number of received customers of each customer service.

4. The method according to claim 2, wherein The method further includes: When the load function information includes the number of received customers information, the maximum number of received customers information, preset weight information, and praise rate information, obtaining the number of received customers, the corresponding maximum number of received customers, the corresponding preset weight, and the corresponding praise rate of each customer service in the customer service list information; Determining the current load of each customer service in the customer service list information according to the number of received customers, the corresponding maximum number of received customers, the corresponding preset weight, and the corresponding praise rate of each customer service.

5. The method according to any one of claims 2-4, characterized in that, The obtaining of the callback function information, and recalculating the load of the initial scheduling customer service according to the load function information and the callback function information to obtain the updated load of the initial scheduling customer service includes: When the callback function information only includes the number of received customers information, obtaining the updated number of received customers of the initial scheduling customer service according to the number of received customers of the initial scheduling customer service; Recalculating the load of the initial scheduling customer service according to the updated number of received customers of the initial scheduling customer service and the load function information to obtain the updated load of the initial scheduling customer service.

6. The method according to claim 5, wherein The method further includes: When the callback function information includes the number of received customers information and the resource consumption coefficient information, obtaining the resource consumption coefficient of the current user; Obtaining the updated number of received customers of the initial scheduling customer service according to the number of received customers of the initial scheduling customer service and the resource consumption coefficient of the current user; Recalculate the load of the initial scheduled customer service according to the updated number of received customers of the initial scheduled customer service and the load function information, to obtain the updated load of the initial scheduled customer service.

7. The method according to claim 1, wherein Updating the customer service list information according to the updated load of the initial scheduled customer service includes: Comparing the updated load of the initial scheduled customer service with a preset load value; When the updated load of the initial scheduled customer service is greater than or equal to the preset load value, delete the initial scheduled customer service from the customer service list information to update the customer service list information; When the updated load of the initial scheduled customer service is less than the preset load value, re-arrange the initial scheduled customer service into the customer service list information to update the customer service list information.

8. A customer service scheduling device, characterized in that, The device includes: An information acquisition unit, configured to acquire customer service list information, where the customer service list information includes information of all customer services participating in this scheduling; A load calculation unit, configured to acquire load function information, and determine the current load of each customer service in the customer service list information according to the load function information; An initial scheduling unit, configured to sort the current loads of the customer services in ascending order, and select the customer service with the lowest current load as the initial scheduled customer service for initial task scheduling; A load update unit, configured to acquire callback function information, and recalculate the load of the initial scheduled customer service according to the load function information and the callback function information, to obtain the updated load of the initial scheduled customer service; A scheduling completion unit, configured to update the customer service list information according to the updated load of the initial scheduled customer service until the customer service list information is empty, and complete this customer service scheduling operation.

9. A computer device, including: At least one processor; And A memory communicatively connected to the at least one processor; wherein, The memory stores computer instructions executable by the at least one processor, and the computer instructions are executed by the at least one processor, so that the at least one processor can execute the method according to any one of claims 1-7.

10. A computer-readable storage medium having computer instructions stored thereon, characterized in that, The computer instructions are used to cause the computer to execute the method according to any one of claims 1 to 7.

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