Customer-oriented service personnel management method and device, program product and equipment

Abstract

The invention relates to the technical field of computers, and provides a customer-oriented service personnel management method and device, a program product and electronic equipment. The method comprises the following steps: in response to a customer-oriented service personnel change event, recording change information, indicated by the change event, of customer-oriented service personnel, the change information of the customer-oriented service personnel comprises first customer-oriented service personnel information before change and second customer-oriented service personnel information after change; determining a target business object record associated with the first customer-oriented service personnel information according to pre-created reference configuration information of the customer-oriented service personnel information; and updating the customer-oriented service personnel information in the target business object record based on the second customer-oriented service personnel information. According to the scheme, the information change efficiency, change timeliness and change comprehensiveness of customer-oriented service personnel can be improved.

Description

TECHNICAL FIELD

[0001] The present disclosure relates to the technical field of computer, and in particular, to a customer-oriented service personnel management method, a customer-oriented service personnel management apparatus, a computer program product and an electronic device. BACKGROUND

[0002] Customer-oriented service personnel refers to the staff who directly contact and communicate with customers and provide various service support for customers, and they are the "bridge" between enterprises and customers. Customer-oriented service personnel may change at any time, such as resignation or change of contact information. If the change information of customer-oriented service personnel cannot be updated in time in the business system, it may cause problems in business operation and affect the service quality of the enterprise.

[0003] In the related art, when the information of customer-oriented service personnel changes, a manual email is sent to multiple relevant department contacts, and the department contacts coordinate the relevant system operation and maintenance personnel to manually update the customer-oriented service personnel information in the system. However, this manual updating method is inefficient, lagging and prone to missing updates.

[0004] It should be noted that the information disclosed in the above background section is only used to strengthen the understanding of the background of the present disclosure, and therefore can include information that does not constitute prior art known to those of ordinary skill in the art. SUMMARY

[0005] The purpose of the present disclosure is to provide a customer-oriented service personnel management method, a customer-oriented service personnel management apparatus, a computer program product and an electronic device, thereby at least to some extent improving the updating efficiency and updating accuracy of the related information of customer-oriented service personnel.

[0006] Other characteristics and advantages of the present disclosure will become apparent from the following detailed description, or will be learned by practice of the present disclosure.

[0007] According to a first aspect of the present disclosure, a customer-oriented service personnel management method is provided, comprising: in response to a customer-oriented service personnel change event, recording the change information of the customer-oriented service personnel indicated by the change event, the change information of the customer-oriented service personnel including first customer-oriented service personnel information before the change and second customer-oriented service personnel information after the change; determining, from each business system, a target business object record associated with the first customer-oriented service personnel information according to reference configuration information of the customer-oriented service personnel information created in advance; and updating the customer-oriented service personnel information in the target business object record based on the second customer-oriented service personnel information.

[0008] According to a second aspect of the present disclosure, a customer-facing service personnel management apparatus is provided, comprising: a change event management module configured to record change information of a customer-facing service personnel indicated by a change event of the customer-facing service personnel in response to the change event, the change information of the customer-facing service personnel comprising first customer-facing service personnel information before the change and second customer-facing service personnel information after the change; a target business object record determination module configured to determine a target business object record associated with the first customer-facing service personnel information according to reference configuration information of the customer-facing service personnel information created in advance; and a change module configured to change customer-facing service personnel information in the target business object record based on the second customer-facing service personnel information.

[0009] According to a third aspect of the present disclosure, a computer program product containing instructions which, when executed on a computer, cause the computer to perform the steps of the customer-facing service personnel management method according to the first aspect.

[0010] According to a fourth aspect of the present disclosure, a computer-readable storage medium is provided, having stored thereon a computer program which, when executed by a processor, implements the customer-facing service personnel management method according to the first aspect of the above-mentioned embodiments.

[0011] According to a fifth aspect of the present disclosure, an electronic device is provided, comprising: a processor; and a storage device for storing one or more programs, which, when executed by the one or more processors, cause the one or more processors to implement the customer-facing service personnel management method according to the first aspect of the above-mentioned embodiments.

[0012] From the above technical solutions, the customer-facing service personnel management method, the customer-facing service personnel management apparatus, and the computer program product and the electronic device for implementing the customer-facing service personnel management method according to the exemplary embodiments of the present disclosure have at least the following advantages and positive effects:

[0013] In the technical solution provided by some embodiments of the present disclosure, in response to a change event of a customer-oriented service personnel, change information of the customer-oriented service personnel indicated by the change event can be recorded, and then a target business object record associated with the change information indicated by the change event can be determined according to reference configuration information of pre-created customer-oriented service personnel information, so that the customer-oriented service personnel information in the target business object record can be automatically updated. Compared with the related art, on the one hand, the present disclosure can automatically update the customer-oriented service personnel in the related business object record in the related business system by using the pre-created reference configuration information of the customer-oriented service personnel information, thereby improving the update efficiency of the customer-oriented service personnel information and ensuring the timeliness of the update; on the other hand, compared with the manual update mode, the present disclosure can avoid the omission of the update to the greatest extent, thereby improving the update accuracy and timeliness of the customer-oriented service personnel information.

[0014] It should be understood that the foregoing general description and the following detailed description are only exemplary and explanatory, and are not limiting to the present disclosure. BRIEF DESCRIPTION OF DRAWINGS

[0015] The accompanying drawings, which are incorporated into and form part of the specification, illustrate embodiments consistent with the present disclosure and, together with the description, serve to explain the principles of the disclosure. Obviously, the drawings in the following description are only some embodiments of the present disclosure, and other drawings can be obtained by those skilled in the art without creative labor on the basis of these drawings.

[0016] Figure 1 A schematic diagram of an exemplary system architecture to which embodiments of the present disclosure can be applied is shown;

[0017] Figure 2 A flowchart of a customer-oriented service personnel management method in an exemplary embodiment of the present disclosure is shown;

[0018] Figure 3 A flowchart of a method for determining a target business object record in an exemplary embodiment of the present disclosure is shown;

[0019] Figure 4 A flowchart of a method for querying a target business object record in an exemplary embodiment of the present disclosure is shown;

[0020] Figure 5 A flowchart of a method for updating customer-oriented service personnel information in a target business object record in an exemplary embodiment of the present disclosure is shown;

[0021] Figure 6FIG. 1 shows a schematic diagram of a client manager management system according to an example embodiment of the present disclosure;

[0022] Figure 7 FIG. 2 shows a schematic diagram of a client-oriented service staff management apparatus according to an example embodiment of the present disclosure;

[0023] Figure 8 FIG. 3 shows a schematic diagram of an electronic device according to an example embodiment of the present disclosure. DETAILED DESCRIPTION

[0024] Example implementations will now be described more fully with reference to the accompanying drawings. Example implementations can be implemented in any

[0025] In this specification, the use of the terms "an" and "the" and "said" includes the meaning of one or more than one, the use of the terms "includes" and "including" means the inclusion of but not limited to, and the use of the terms "first" and "second" and the like do not imply a limitation on the number of such things but rather the names are used to distinguish between two or more such things.

[0026] In addition, the accompanying drawings are included to provide a further understanding of the present disclosure and are incorporated in and constitute a part of this specification. The drawings illustrate exemplary embodiments of the present disclosure and, together with the description, serve to explain the principles of the present disclosure. In the drawings:

[0027] The client-oriented service staff includes staff in an enterprise that directly interfaces with clients, such as a client manager in a telecommunications business, who is responsible for maintaining a relationship with a client.

[0028] Taking the account manager in the telecommunications business as an example, account manager information is involved in many telecommunications businesses. For example, the customer object in the customer management system may involve account manager information, the business opportunity object in the business opportunity system may involve account manager information, and the contract object in the contract system may involve account manager information, etc. However, as an employee, the account manager may resign, transfer, or change contact information. If the account manager's change information cannot be updated in time in multiple telecommunications business systems, it will lead to various business operation problems. For example, no one follows up on business opportunities, and customers cannot contact account managers, etc., which seriously affects customer experience and the normal operation of the enterprise.

[0029] In related technologies, after an account manager resigns or transfers and a replacement (a new account manager) is identified, an email is sent to multiple relevant department contacts. These contacts then coordinate with relevant system operations and maintenance personnel to manually update the account manager's information in the system. However, email notifications and manual operations do not guarantee timely updates, preventing the continuity of the account manager's operational services. Furthermore, updates are prone to being missed, resulting in disruptions in the normal operation of business services.

[0030] In order to solve the above problems, the present invention provides a method and device for managing customer-oriented service personnel, which can be applied to Figure 1 In the system architecture of the exemplary application environment shown.

[0031] like Figure 1 As shown, system architecture 100 may include a terminal device 110 and a server 120. Terminal device 110 may be a smartphone, tablet computer, desktop computer, laptop computer, smart wearable device, or other terminal device. Server 120 generally refers to a backend system that provides services related to the customer-facing service personnel management method in this exemplary embodiment and may be a single server or a cluster of multiple servers. Terminal device 110 and server 120 may be connected via a wired or wireless communication link to exchange data.

[0032] In an exemplary embodiment, the aforementioned method for managing customer-facing service personnel can be executed by server 120. Accordingly, a management device for customer-facing service personnel can be provided within server 120 to implement the corresponding module functions. For example, after a user uses terminal device 110 to modify a customer-facing service personnel in the human resources system, server 120 can respond to the modification and execute the disclosed method, thereby synchronizing the modification of the customer-facing service personnel information within the target business system.

[0033] It should be understood that Figure 1The number of terminal devices and servers in the example is merely illustrative. Any number of terminal devices and servers may be provided as required. For example, server 120 may be an independent physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms.

[0034] Figure 2 A flow chart showing a method for managing customer-oriented service personnel in an exemplary embodiment of the present disclosure is shown. Figure 2 , the method comprising:

[0035] Step S210, responding to a customer-facing service personnel change event, recording change information of the customer-facing service personnel indicated by the change event, wherein the change information of the customer-facing service personnel includes information of the first customer-facing service personnel before the change and information of the second customer-facing service personnel after the change;

[0036] Step S220, determining a target business object record associated with the first customer-facing service personnel information from each business system based on the pre-created reference configuration information of the customer-facing service personnel information;

[0037] Step S230: updating the customer-facing service personnel information in the target business object record based on the second customer-facing service personnel information.

[0038] exist Figure 2 In the technical solution provided by the illustrated embodiment, in response to a customer-facing service personnel change event, the change information of the customer-facing service personnel indicated by the change event can be recorded, and then, based on the pre-created reference configuration information of the customer-facing service personnel information, the target business object record associated with the change information indicated by the change event is determined, thereby automatically updating the customer-facing service personnel information in the target business object record. Compared with related technologies, on the one hand, the pre-created customer-facing service personnel information reference configuration information can automatically update the customer-facing service personnel in the relevant business object records in the relevant business system, thereby improving the updating efficiency of the customer-facing service personnel information and ensuring the timeliness of the update; on the other hand, compared with the manual updating method, the method disclosed in the present invention can avoid the occurrence of missed updates to the greatest extent, thereby improving the accuracy and timeliness of the updating of the customer-facing service personnel information.

[0039] Next, the detailed description of the specific implementation of "step S210, recording the change information of the customer-oriented service personnel indicated by the change event of the customer-oriented service personnel in response to the change event" will be given first.

[0040] In an exemplary embodiment, the customer-oriented service personnel can be understood as the staff directly interfacing with the customer in the enterprise, such as the customer manager in the enterprise.

[0041] For example, the customer manager in the enterprise can include the customer manager responsible for marketing, i.e. the service personnel responsible for product introduction for the customer, and the customer manager responsible for operation and maintenance, i.e. the service personnel providing after-sales service or technical support for the customer after the customer purchases the product.

[0042] In an exemplary embodiment, the change information of the customer-oriented service personnel includes the first customer-oriented service personnel information before the change and the second customer-oriented service personnel information after the change.

[0043] The customer-oriented service personnel information can include the customer-oriented service personnel identification such as name or work number, the contact information of the customer-oriented service personnel such as contact number or email, the address of the customer-oriented service personnel, and the like.

[0044] Taking the customer manager as an example, the change information can include the change information of the customer manager, such as from customer manager A to customer manager B, and can also include the change information of the customer manager information, such as the contact number of customer manager A changing from contact number 1 to contact number 2, and the like.

[0045] In an exemplary embodiment, the customer-oriented service personnel information can be changed in the human resource system of the enterprise, such as a customer manager A leaving the job and a customer manager B taking over the job of the customer manager A, and then the relevant information of the customer manager A can be changed to the relevant information of the customer manager B in the human resource system, such as changing the identification of the customer manager A to the identification of the customer manager B, changing the contact information of the customer manager A to the contact information of the customer manager B, and the like.

[0046] For example, when a change event of a customer-oriented service personnel occurs in the human resource system, the human resource system can send a change notification message to the customer-oriented service personnel management system of the present disclosure, and the change notification message contains the information of the customer manager A before the change and the information of the customer manager B after the change. After receiving the change notification message, the customer-oriented service personnel management system of the present disclosure can record the change information in the change message, and then execute the customer-oriented service personnel management method of the present disclosure to automatically change the relevant customer manager information in all business systems of the enterprise.

[0047] Next, the specific implementation of "step S220, determining the target business object record associated with the first customer-oriented service personnel information from each business system according to the reference configuration information of the pre-created customer-oriented service personnel information" will be described in detail.

[0048] In an exemplary embodiment, the pre-created reference configuration information of the customer-oriented service personnel information includes one or more of the system identifier corresponding to the target business system, the target business object identifier corresponding to the target business object in the target business system that references the customer-oriented service personnel information, the customer-oriented service personnel information field referenced by the business object in the target business system, the business object query API of the target business system, and the business object update API of the target business system, wherein the target business system includes a business system that references the customer-oriented service personnel information.

[0049] For example, the reference configuration information of the customer manager information can be pre-created, such as pre-configuring the business system name that references the customer manager information, the business object name in the business system that references the customer manager information, the customer manager information field referenced in the business object, the business object query API (Application Programming Interface) of the business system, and the business object update API of the business system.

[0050] For example, the pre-created reference configuration information of the customer-oriented service personnel information includes: pre-determining the target business system containing the target business object from each business system, the target business object including a business object that references the customer-oriented service personnel information; and creating the reference configuration information of the customer-oriented service personnel information according to the target business system and the target business object in the target business system.

[0051] For example, the person in charge of each business system can check whether there is a business object referencing the information of the account manager in the business system under his charge, and if there is, he can create the reference configuration information of the customer-oriented service personnel information corresponding to the business system.

[0052] For example, the person in charge of each business system can check whether there is a customer manager information field in the data table of his business system, and if there is, he can determine that the business system is a target business system referencing the customer manager information, and the data table is a target business object referencing the customer manager information. Then, the person in charge of each business system can fill in the business system identifier, the target business object identifier in the target business object in the business system, the customer manager information field referenced by the target business object, the business object query API of the business system, and the business object update API of the business system in the reference configuration information table of the customer-oriented service personnel in advance, thereby creating the reference configuration information of the customer-oriented service personnel in advance.

[0053] Of course, the uniform standard name of the customer manager information field can also be predefined in each business system in advance, and then the table containing the uniform standard name is directly searched from each business system to automatically extract the target business system and the target business object in the target business system. The person in charge of each business system only needs to verify the automatic extraction result and supplement the business object update API and the business object query API of each business system.

[0054] For example, Figure 3 A flowchart of a method for determining a target business object record in an example embodiment of the present disclosure is shown. Referring to Figure 3 The method can include steps S310 to S330, wherein:

[0055] In step S310, based on the reference configuration information of the customer-oriented service personnel information created in advance, the business object records in the target business objects in each of the target business systems are queried.

[0056] For example, Figure 4 A flowchart of a method for querying a target business object record in an example embodiment of the present disclosure is shown. Referring to Figure 4 The method can include steps S410 to S420. Wherein:

[0057] In step S410, based on the reference configuration information of the customer-oriented service personnel information created in advance, the business object query API of each of the target business systems is determined.

[0058] For example, as described above, the pre-configured reference configuration information of the customer-oriented service personnel information is pre-configured with the business object query API of each target business system, and the target business object in each target business system can be accessed through the business object query API.

[0059] In step S420, the business object query API of each target business system is invoked to query the business object record in the target business object in each target business system.

[0060] For example, the business object query API of the target business system can be invoked to access the target business object in each target business system to query the business object record included in each target business object. For example, taking the customer object in the customer management system as an example, the customer information table in the customer management system references the customer-oriented service personnel information, and the business object query API of the customer management system can be invoked to query each data record in the customer information table in the customer management system.

[0061] Based on the pre-configured reference configuration information of the customer-oriented service personnel information, each business object record in the target business object that references the customer-oriented service personnel information can be automatically and quickly queried in each business system.

[0062] In step S320, the first customer-oriented service personnel information and the customer-oriented service personnel information in the queried business object record are matched.

[0063] In step S330, the target business object record associated with the first customer-oriented service personnel information is determined according to the matched business object record.

[0064] For example, the first customer-oriented service personnel information before the change and the customer-oriented service personnel information included in the queried business object record can be matched, and if the matching is successful, the business object record can be determined as the target business object record.

[0065] Through the above steps S310 to S330, the target business object associated with the first customer-oriented service personnel information before the change in the change information can be automatically determined from each business system based on the pre-configured reference configuration information of the customer-oriented service personnel information.

[0066] Next, the specific implementation of "step S230, updating the customer-oriented service personnel information in the target business object record based on the second customer-oriented service personnel information" will be described in detail.

[0067] For example, Figure 5Fig. 1 shows a flowchart of a method for updating customer-oriented service personnel information in target business object records according to an example embodiment of the present disclosure. The method can include steps S510-S520. In step S510, a business object update API of a target business system in which each target business object record is located is determined based on reference configuration information of pre-created customer-oriented service personnel information. Figure 5 The method can include steps S510-S520. In step S510, a business object update API of a target business system in which each target business object record is located is determined based on reference configuration information of pre-created customer-oriented service personnel information.

[0068] In step S510, a business object update API of a target business system in which each target business object record is located is determined based on reference configuration information of pre-created customer-oriented service personnel information.

[0069] For example, as described above, the reference configuration information of pre-created customer-oriented service personnel information is pre-configured with a business object update API of each target business system, through which data records in a target business object in each target business system can be modified.

[0070] In step S520, a business object update API of a target business system in which each target business object record is located is called, and customer-oriented service personnel information in the target business object record is updated based on the second customer-oriented service personnel information.

[0071] For example, a business object update API corresponding to a target business system can be called to update a value of a target field of customer-oriented service personnel information referenced in a target business object record in the target business system to a value of the target field in the second customer-oriented service personnel information.

[0072] For example, if a customer manager A is changed to a customer manager B, the customer manager change information includes an identification of the customer manager A, a contact phone number of the customer manager A, an identification of the customer manager B after the change, and a contact phone number of the customer manager B, a business object update API of a target business system can be called to replace customer manager information in a target business object with the customer manager B and the contact phone number of the customer manager B. Alternatively, if a contact phone number of the customer manager A is changed from a contact phone number 1 to a contact phone number 2, a business object update API in the target business system can be called to change the contact phone number of the customer manager A in the target business object from the contact phone number 1 to the contact phone number 2.

[0073] In an example embodiment, the customer-oriented service personnel management method in the present disclosure can further include determining a customer object record from the target business object record, determining a customer in the customer object record as a target customer, and pushing change information of the customer-oriented service personnel to a terminal in which the target customer is located.

[0074] For example, the target business object can include a customer object in a customer system, an order object in an order system, a contract object in a contract system, etc., so that a customer object record can be determined from the target business object record, and then a customer in the determined customer object record is determined as a target customer, and the change information of the customer-oriented service personnel can be automatically pushed to the terminal of the target customer.

[0075] In another exemplary embodiment, the customer-oriented service personnel management method in the present disclosure can further include: in the case that the second customer-oriented service personnel information includes a customer-oriented service personnel to be replaced, the identification of the target business object in the target business object record can be sent to the customer-oriented service personnel to be replaced, so as to facilitate the second customer-oriented service personnel in the second customer-oriented service personnel information to quickly understand the object to be taken over.

[0076] For example, the customer-oriented service personnel is a customer manager in a telecommunication company, Figure 6 The composition schematic diagram of a customer manager management system in an exemplary embodiment of the present disclosure is shown, referring to Figure 6 The system can include a customer manager information reference configuration module 61, a customer manager change event management module 62, a customer manager information real-time update control module 63, a business object query module 64, a business object update module 65, and a customer manager information update notification module 66.

[0077] In an exemplary embodiment, the customer manager information reference configuration module 61 is configured to pre-create configuration information of the customer manager information reference of the relevant business system of the headquarter and the provincial branch of the telecommunication company, and provide a configuration information query service; the customer manager change event management module 62 is configured to receive the customer manager change notification of the human resource system, record the original customer manager information and the information of the replacement customer manager, and initiate a change request to the customer manager real-time update control module 63; the customer manager real-time update control module 63 is configured to obtain the pre-configured customer manager information reference configuration information from the customer manager information reference configuration module 61, then call the business object query module 64 to obtain the business object record information related to the original customer manager, simultaneously call the business object update module 65 to update the customer manager information in the business object record related to the original customer manager to the information of the replacement customer manager, and then call the customer manager update notification module 66 to send the customer manager change notification to the customers associated with the original customer manager; the business object query module 64 is configured to execute the call of the relevant business object query API of the business system referencing the customer manager information, so as to obtain the business object record information involving the original customer manager, and feed back to the customer manager real-time update control module 63; the business object update module 65 is configured to execute the call of the relevant business object update API of the business system referencing the customer manager information, and update the customer manager information in the business object record involving the original customer manager to the information of the replacement customer manager; the customer manager update notification module 66 is configured to be responsible for sending the customer manager change notification to the customers associated with the original customer manager in the form of email or short message, etc.

[0078] For example, the business system responsible person of each province and headquarters can configure the reference configuration information of the customer manager information of each business system in advance through the customer manager information reference configuration module. In the actual scene, when the customer manager change event occurs in the human resource system, the human resource system can send a customer manager change notification to the customer manager change event management module in the customer manager management system. After receiving the customer manager change notification, the customer manager change event management module can initiate a customer manager update request to the customer manager real-time update control module, and the request contains the original customer manager information and the new customer manager information replacing the original customer manager. After receiving the update request, the customer manager real-time update control module can obtain the pre-configured customer manager information reference configuration information from the customer manager information reference configuration module, obtain the business object query API and the business object update API of each target business system from the reference configuration information, and then call the query API through the business object query module to obtain the business object record information related to the original customer manager, such as the customer record associated with the original customer manager in the customer management system and the order record associated with the original customer manager in the order system. Then, the customer manager real-time update control module calls the business object update API obtained through the business object update module, updates the customer manager information in the business object record related to the original customer manager to the information of the new customer manager replacing the original customer manager, and after the update is completed, calls the customer manager update notification module to send a customer manager change notification to the target customer through an email or a short message according to the contact information of the target customer in the customer object record associated with the original customer manager.

[0079] Through the embodiments in the present disclosure, the change of the customer-oriented service personnel information in the whole network can be automatically and batch completed, the whole process does not need manual intervention, avoids the omission of information by manual update, improves the update efficiency and update accuracy, guarantees the comprehensiveness and timeliness of the update, guarantees the continuity of the customer-oriented service personnel related operation service, and assists in improving the service quality of the enterprise.

[0080] In addition, it should be noted that the above figures are only schematic illustrations of the processes included in the method according to the exemplary embodiments of the present application, and are not for limiting purposes. It is easy to understand that the processes shown in the above figures do not indicate or limit the time sequence of these processes. In addition, it is also easy to understand that these processes can be executed synchronously or asynchronously, for example, in multiple modules.

[0081] Further, the exemplary embodiments of the present disclosure also provide a customer-oriented service personnel management device. Referring to Figure 7As shown, the management apparatus of the customer-facing service personnel includes the following program modules: a change event management module 710 configured to record change information of the customer-facing service personnel indicated by a change event of the customer-facing service personnel in response to the change event, the change information of the customer-facing service personnel including first customer-facing service personnel information before the change and second customer-facing service personnel information after the change; a target business object record determination module 720 configured to determine target business object records associated with the first customer-facing service personnel information according to pre-created reference configuration information of the customer-facing service personnel information; and a change module 730 configured to change the customer-facing service personnel information in the target business object records based on the second customer-facing service personnel information.

[0082] In an exemplary embodiment, the pre-created reference configuration information of the customer-facing service personnel information includes one or more of a system identifier corresponding to a target business system, a target business object identifier corresponding to a target business object in the target business system referencing the customer-facing service personnel information, a field of the customer-facing service personnel information referenced by a business object in the target business system, a business object query API of the target business system, and a business object update API of the target business system, wherein the target business system includes a business system referencing the customer-facing service personnel information.

[0083] In an exemplary embodiment, the target business object record determination module 720 can be specifically configured to: query business object records in target business objects in each of the target business systems based on the pre-created reference configuration information of the customer-facing service personnel information; match the first customer-facing service personnel information with customer-facing service personnel information in the queried business object records; and determine target business object records associated with the first customer-facing service personnel information according to business object records with a successful match.

[0084] In an exemplary embodiment, the target business object record determination module 720 can be specifically configured to: query business object records in target business objects in each of the target business systems based on the pre-created reference configuration information of the customer-facing service personnel information; match the first customer-facing service personnel information with customer-facing service personnel information in the queried business object records; and determine target business object records associated with the first customer-facing service personnel information according to business object records with a successful match.

[0085] In an exemplary embodiment, the changing module 730 can be specifically configured to determine the business object updating API of the target business system where the target business object record is located based on the reference configuration information of the pre-created customer-oriented service personnel information, and invoke the business object updating API of the target business system where the target business object record is located to update the customer-oriented service personnel information in the target business object record based on the second customer-oriented service personnel information.

[0086] In an exemplary embodiment, the apparatus further comprises a customer notification module which can be configured to determine the customer object record from the target business object record, determine the customer in the customer object record as a target customer, and push the changing information of the customer-oriented service personnel to the terminal where the target customer is located.

[0087] In an exemplary embodiment, the way of pre-creating the reference configuration information of the customer-oriented service personnel information comprises: pre-determining the target business system containing the target business object from each business system, the target business object comprising the business object referencing the customer-oriented service personnel information; and creating the reference configuration information of the customer-oriented service personnel information according to the target business system and the target business object in the target business system.

[0088] The specific details of each part of the apparatus described above have been described in detail in the method part embodiment, and the undisclosed details can be referred to the embodiment content of the method part, thus no further description is given.

[0089] It should be noted that although several modules or units of the device for action execution are mentioned in the above detailed description, such division is not mandatory. In fact, according to the exemplary embodiments of the present disclosure, the features and functions of two or more modules or units described above can be embodied in one module or unit. Conversely, the features and functions of one module or unit described above can be further divided into multiple modules or units.

[0090] In addition, although the steps of the method in the present disclosure are described in a specific order in the accompanying drawings, this does not require or imply that the steps must be performed in this specific order, or that all the steps shown must be performed to achieve the desired result. Additionally or alternatively, some steps can be omitted, multiple steps can be combined into one step, one step can be divided into multiple steps, etc.

[0091] The exemplary embodiments of the present disclosure also provide a computer program product. The computer program product includes a computer program which, when executed by a processor, implements the above-mentioned method for managing customer-oriented service personnel.

[0092] In an embodiment, the computer program product can be a tangible product containing the computer program, such as a computer-readable storage medium storing the computer program. The readable storage medium can be a storage medium based on electrical, magnetic, optical, electromagnetic, infrared, etc. signals, including but not limited to: random access memory (RAM), read-only memory (ROM), magnetic tape, floppy disk, flash memory (Flash), mechanical hard disk (HDD), solid state disk (SSD), etc. For example, the computer program product can be implemented as a non-volatile storage medium storing the computer program, such as a read-only memory, a Nand flash memory, etc.

[0093] In an embodiment, the computer program product can be an intangible product containing the computer program. For example, the computer program product can be implemented as a virtual digital product, such as an executable file, an installation package, etc. digital file storing the computer program.

[0094] The code of the computer program can be written in one or more programming languages. Programming languages such as C, Java, C++, Python, etc. The program code can be executed entirely on a user computing device, or partially on a user computing device, or as a separate software package, or partially on a user computing device and partially on a remote computing device, or entirely on a remote computing device or server. In the case of a remote computing device, the remote computing device can be connected to the user computing device through any kind of network, such as a local area network (LAN), a wide area network (WAN), etc., or can be connected to an external computing device (for example, through an Internet connection provided by an operator).

[0095] The computer program can be carried or transmitted by an electric, magnetic, optical, electromagnetic, infrared, or the like signal. The electronic device can convert the signal carrying the computer program into a digital signal, and then run the computer program. When the computer program is run on the electronic device, its code is used to make the electronic device execute (more specifically, can make the processor of the electronic device execute) the method steps of various exemplary embodiments of the present disclosure, such as the management method of the customer-oriented service personnel described above, which includes the following steps: in response to a customer-oriented service personnel change event, recording the change information of the customer-oriented service personnel indicated by the change event, the change information of the customer-oriented service personnel including first customer-oriented service personnel information before the change and second customer-oriented service personnel information after the change; determining the target business object record associated with the first customer-oriented service personnel information from each business system according to the reference configuration information of the customer-oriented service personnel information created in advance; and updating the customer-oriented service personnel information in the target business object record based on the second customer-oriented service personnel information.

[0096] By executing the above method steps by the computer program, on the one hand, through the reference configuration information of the customer-oriented service personnel information created in advance, the customer-oriented service personnel in the related business object record in the related business system can be automatically updated, the updating efficiency of the customer-oriented service personnel information is improved, and the timeliness of the update is ensured; on the other hand, compared with the manual updating method, the situation of missing update can be avoided to the greatest extent, and the updating accuracy and timeliness of the customer-oriented service personnel information are improved.

[0097] The exemplary embodiments of the present disclosure also provide an electronic device, which can be the terminal device 110 or the server 120 described above. The electronic device can include a processor and a memory. The memory stores executable instructions of the processor, which can be a computer program. The processor executes the method steps of various exemplary embodiments of the present disclosure by executing the executable instructions. In addition, the electronic device can also include a display for displaying a graphical user interface.

[0098] The electronic device is exemplarily illustrated in the form of a general computing device. It should be understood that, Figure 8 the electronic device is not limited to the illustrated electronic device 800, and the function and use range of the embodiments of the present disclosure should not be limited. Figure 8 The electronic device 800 shown is only an example, and should not limit the function and use range of the embodiments of the present disclosure.

[0099] As Figure 8 shown, the electronic device 800 can include a processor 810, a memory 820, a bus 830, an I / O (input / output) interface 840, a network adapter 850, and a display 860.

[0100] The memory 820 can include volatile memory, such as RAM 821, cache unit 822, and can also include non-volatile memory, such as ROM 823. The memory 820 can also include one or more program modules 824, which include, but are not limited to: an operating system, one or more application programs, other program modules, and program data, each of which or a combination of which can include implementation of a network environment. For example, the program modules 824 can include the modules in the above-described apparatus.

[0101] The processor 810 can include one or more processing units, such as: the processor 810 can include an application processor (AP), a modem processor, a graphics processing unit (GPU), an image signal processor (ISP), a controller, an encoder, a decoder, a digital signal processor (DSP), a baseband processor, and / or a neural-network processing unit (NPU), etc.

[0102] The processor 810 can be used to execute executable instructions stored in the memory 820, such as the above-described customer-oriented service personnel management method, which includes the following steps: in response to a customer-oriented service personnel change event, recording the change information of the customer-oriented service personnel indicated by the change event, the change information of the customer-oriented service personnel including first customer-oriented service personnel information before the change and second customer-oriented service personnel information after the change; determining the target business object records associated with the first customer-oriented service personnel information from each business system according to the reference configuration information of the customer-oriented service personnel information created in advance; and updating the customer-oriented service personnel information in the target business object records based on the second customer-oriented service personnel information.

[0103] By implementing the above method through a computer program, on the one hand, through the reference configuration information of the customer-oriented service personnel information created in advance, the customer-oriented service personnel in the related business object records in the related business systems can be automatically updated, improving the update efficiency of the customer-oriented service personnel information and ensuring the timeliness of the update; on the other hand, compared with the manual update method, the situation of missing update can be avoided to the greatest extent, improving the update accuracy and timeliness of the customer-oriented service personnel information.

[0104] Bus 830 is used to enable the connection between the various components of electronic device 800, and can include a data bus, an address bus, and a control bus.

[0105] Electronic device 800 can communicate with one or more external devices 900 (e.g., a keyboard, a mouse, a printer, etc.) via I / O interface 840.

[0106] Electronic device 800 can communicate with one or more networks via network adapter 850, for example, a network adapter 850 can provide mobile communication solutions such as 3G / 4G / 5G, or provide wireless communication solutions such as wireless local area network, Bluetooth, near field communication, etc. Network adapter 850 can communicate with other modules of electronic device 800 via bus 830.

[0107] Electronic device 800 can display a graphical user interface via display 860, such as displaying an update result interface for a customer-facing service personnel, etc.

[0108] Although Figure 8 Other hardware and / or software modules can also be provided in electronic device 800, including but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, etc., which are not shown in FIG. 8.

[0109] In addition, the above-described figures are only schematic illustrations of the processes included in the method according to the exemplary embodiments of the present disclosure, and are not for limiting purposes. It is easy to understand that the processes shown in the above-described figures do not indicate or limit the time sequence of these processes. In addition, it is also easy to understand that these processes can be executed synchronously or asynchronously, for example, in multiple modules.

[0110] As can be seen from the above, the technical solutions of the present disclosure can be implemented as a method, an apparatus, a system, a computer program product, a storage medium, an electronic device, etc. Those skilled in the art can understand that each aspect of the present disclosure can be implemented in the following forms: a complete hardware implementation, a complete software implementation (including firmware, microcode, etc.), or a combination of hardware and software aspects, such as can be referred to as "circuitry", "module" or "system".

[0111] It should be understood that the present disclosure is not limited to particular methods, steps, or structures described herein and in the drawings, as such methods, steps, and structures can vary. Other embodiments within the scope of the present disclosure will be recognized by those of ordinary skill in the art based on the following description. It is intended to cover any and all variations of the present disclosure with the scope of the claims depending from a true spirit and scope of the present disclosure, including all equivalents thereof and modifications made to the disclosure as permitted by the appended claims.

Claims

1. A method for managing customer-oriented service personnel, characterized in that: include: In response to a customer-facing service personnel change event, recording change information of the customer-facing service personnel indicated by the change event, the change information of the customer-facing service personnel including information of the first customer-facing service personnel before the change and information of the second customer-facing service personnel after the change; Determining, from each business system, target business object records associated with the first customer-facing service personnel information based on pre-created reference configuration information of the customer-facing service personnel information; The customer-facing service personnel information in the target business object record is updated based on the second customer-facing service personnel information.

2. The method according to claim 1, characterized in that The pre-created reference configuration information of the customer-oriented service personnel information includes one or more of a system identifier corresponding to the target business system, a target business object identifier corresponding to the target business object that references the customer-oriented service personnel information in the target business system, a customer-oriented service personnel information field referenced by the business object in the target business system, a business object query API of the target business system, and a business object update API of the target business system, wherein the target business system includes a business system that references the customer-oriented service personnel information.

3. The method according to claim 2, characterized in that The step of determining, from each business system according to the pre-created reference configuration information of the customer-facing service personnel information, a target business object record associated with the first customer-facing service personnel information comprises: Based on the pre-created reference configuration information of the customer-oriented service personnel information, query the business object records in the target business objects in each of the target business systems; matching the first customer-facing service personnel information with the customer-facing service personnel information in the retrieved business object record; According to the successfully matched business object records, a target business object record associated with the first customer-oriented service personnel information is determined.

4. The method according to claim 3, characterized in that The reference configuration information based on the pre-created customer-oriented service personnel information is used to obtain the business object records in the target business objects in each of the target business systems; Determining a business object query API for each target business system based on pre-created reference configuration information of customer-oriented service personnel information; The business object query API of each target business system is called to query the business object records in the target business object in each target business system.

5. The method according to claim 2, characterized in that The updating of the customer-facing service personnel information in the target business object record based on the second customer-facing service personnel information includes: Determining a business object update API of a target business system where each target business object record is located based on pre-created reference configuration information of customer-oriented service personnel information; The business object update API of the target business system where each target business object record is located is called to update the customer-facing service personnel information in the target business object record based on the second customer-facing service personnel information.

6. The method according to any one of claims 1 to 5, characterized in that The method further comprises: Determine a customer object record from the target business object record; determine the customer in the customer object record as a target customer, and push the change information of the customer-oriented service personnel to the terminal where the target customer is located.

7. The method according to claim 1, characterized in that Ways to pre-create reference configuration information for customer-facing agent information include: Pre-determining a target business system containing a target business object from among various business systems, wherein the target business object includes a business object referencing customer-facing service personnel information; The reference configuration information of the customer-oriented service personnel information is created according to the target business system and the target business object in the target business system.

8. A management device for customer-oriented service personnel, characterized in that: include: a change event management module configured to respond to a customer-facing service personnel change event and record change information of the customer-facing service personnel indicated by the change event, wherein the change information of the customer-facing service personnel includes information of the first customer-facing service personnel before the change and information of the second customer-facing service personnel after the change; a target business object record determining module configured to determine a target business object record associated with the first customer-facing service personnel information based on pre-created reference configuration information of the customer-facing service personnel information; The changing module is configured to change the customer-facing service personnel information in the target business object record based on the second customer-facing service personnel information.

9. A computer program product comprising a computer program, characterized in that When the computer program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

10. An electronic device, characterized in that: include: one or more processors; A storage device for storing one or more programs, which, when executed by the one or more processors, causes the one or more processors to implement the method according to any one of claims 1 to 7.

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