Business handling method and device and electronic equipment

Abstract

The invention discloses a business handling method and device and electronic equipment. Relates to the field of financial science and technology, and comprises the following steps: receiving business handling information sent by a target user through a user side, and determining a target queue of the target user according to a business type of a to-be-handled business carried in the business handling information, the business handling information comprising the to-be-handled business of the target user and user information; calculating a target score of the target user according to the user information, and determining initial position information of the target user in a target queue according to the target score; when it is detected that the position information of the target user in the target queue is changed from the initial position information to the first position, determining a target virtual seat according to the service type; and establishing communication connection between the target virtual seat and the user side. Through the method and the device, the problem of relatively low business handling efficiency caused by relatively long business handling waiting time of two business handling parties in related technologies is solved.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of financial technology, in particular to a service processing method and device and electronic equipment. BACKGROUND

[0002] In the current service processing system of a financial institution, before processing a service that needs manual processing, a user usually needs to make an appointment at the financial institution, and after reaching the appointment time, a service personnel initiates a telephone or video connection to process the service.

[0003] However, in the case that the user or the service personnel needs to wait for a period of time before processing the service, or directly cancels the service processing, the service personnel needs to be temporarily replaced, or the service personnel needs to wait for the user to process the service, which leads to repeated contact and long waiting time between the service processing parties, consumes a large amount of human resources, affects the normal processing of the service, and reduces the service processing efficiency of the financial institution.

[0004] At present, there is no effective solution to the problem that the service processing parties need to wait for a long time to process the service, which leads to low service processing efficiency. SUMMARY

[0005] The main purpose of the present application is to provide a service processing method, device and electronic equipment to solve the problem that the service processing parties need to wait for a long time to process the service, which leads to low service processing efficiency.

[0006] In order to achieve the above purpose, according to one aspect of the present application, a service processing method is provided. The method comprises: receiving service processing information sent by a target user through a user terminal, and determining a target queue of the target user according to a service type of a to-be-processed service carried in the service processing information, wherein the service processing information comprises the to-be-processed service of the target user and user information; calculating a target score of the target user according to the user information, and determining initial position information of the target user in the target queue according to the target score; in the case that the position information of the target user in the target queue is changed from the initial position information to the first position, determining a target virtual seat according to the service type; establishing a communication connection between the target virtual seat and the user terminal, wherein the target virtual seat is used to process the to-be-processed service of the target user.

[0007] Optionally, the calculating the target score of the target user according to the user information comprises: obtaining a plurality of feature data in the user information, and obtaining an initial score and a weight of each feature data; performing weighted summation on the initial scores of the feature data to obtain a first score of the target user; determining whether the target user is located in the target queue in a target time period; in a case where the target user is located in the target queue in the target time period, obtaining a final position of the target user in the target time period, determining a second score of the target user according to position information of the final position, and updating the first score according to the second score to obtain the target score; and in a case where the target user is not located in the target queue in the target time period, determining the first score as the target score.

[0008] Optionally, the determining the initial position information of the target user in the target queue according to the target score comprises: obtaining a waiting time and an initial score of each initial user in the target queue; calculating a candidate score of each initial user according to the waiting time and the initial score to obtain M candidate scores, wherein M is a positive integer; determining position information of the target score in the M candidate scores according to a size relationship between the target score and each candidate score, and determining the position information of the target score as the initial position information.

[0009] Optionally, the determining the target virtual seat according to the business type comprises: obtaining all initial virtual seats under the business type to obtain N initial virtual seats, wherein N is a positive integer; selecting a first idle virtual seat from the N initial virtual seats, and determining state information of the first idle virtual seat; in a case where the state information of the first idle virtual seat is normal operation, determining the first idle virtual seat as the target virtual seat.

[0010] Optionally, the establishing the communication connection between the target virtual seat and the user terminal comprises: obtaining heartbeat data of the target virtual seat at a first preset frequency, and in a case where the heartbeat data of the target virtual seat is not obtained, determining a result of the communication connection as connection failure; in a case where the result of the communication connection is connection failure, changing the state information of the target virtual seat to abnormal operation, and determining whether there is a second idle virtual seat; in a case where there is the second idle virtual seat, establishing a communication connection between the user terminal and the second idle virtual seat; in a case where there is no second idle virtual seat, temporarily storing the target user in a daemon thread until any one of the target busy virtual seats completes a business processing operation, and establishing a communication connection between the target busy virtual seat and the user terminal.

[0011] Optionally, the method further comprises: obtaining heartbeat data sent by the user terminal at a second preset frequency, and in a case where the heartbeat data of the user terminal is not obtained, removing the target user from the target queue.

[0012] Optionally, after the communication connection between the target virtual agent and the user terminal is established, the method further comprises: sending the to-be-handled business and the user information to the target virtual agent; and sending attribute information of the target virtual agent to the user terminal.

[0013] To achieve the above object, according to another aspect of the present application, a business handling device is provided. The device comprises: a receiving unit configured to receive business handling information sent by a target user through a user terminal, and determine a target queue of the target user according to a business type of a to-be-handled business carried in the business handling information, wherein the business handling information comprises the to-be-handled business and user information of the target user; a first determining unit configured to calculate a target score of the target user according to the user information, and determine initial position information of the target user in the target queue according to the target score; a second determining unit configured to determine a target virtual agent according to the business type when detecting that position information of the target user in the target queue is changed from the initial position information to a first position; and an establishing unit configured to establish a communication connection between the target virtual agent and the user terminal, wherein the target virtual agent is configured to handle the to-be-handled business of the target user.

[0014] Optionally, the first determining unit comprises: a first obtaining module configured to obtain a plurality of feature data in the user information, and obtain an initial score and a weight of each feature data; a first calculating module configured to perform weighted summation on the initial scores of the feature data to obtain a first score of the target user; a first judging module configured to judge whether the target user is located in the target queue within a target time period; a second obtaining module configured to obtain a final position of the target user within the target time period when the target user is located in the target queue within the target time period, determine a second score of the target user according to position information of the final position, and update the first score according to the second score to obtain the target score; and a first determining module configured to determine the first score as the target score when the target user is not located in the target queue within the target time period.

[0015] Optionally, the first determining unit comprises: a third obtaining module configured to obtain a waiting time length and an initial score of each initial user in the target queue; a second calculating module configured to calculate a candidate score of each initial user according to the waiting time length and the initial score to obtain M candidate scores, wherein M is a positive integer; a second determining module configured to determine position information of the target score in the M candidate scores according to a size relationship between the target score and each candidate score, and determine the position information of the target score as the initial position information.

[0016] Optionally, the second determining unit comprises: a fourth obtaining module, configured to obtain all initial virtual seats under the service type, to obtain N initial virtual seats, wherein N is a positive integer; a selecting module, configured to select the first idle virtual seat from the N initial virtual seats, and determine the state information of the first idle virtual seat; and a third determining module, configured to determine the first idle virtual seat as the target virtual seat in a case that the state information of the first idle virtual seat is normal operation.

[0017] Optionally, the establishing unit comprises: a fifth obtaining module, configured to obtain the heartbeat data of the target virtual seat according to a first preset frequency, and determine that the result of the communication connection is connection failure in a case that the heartbeat data of the target virtual seat is not obtained; a second judging module, configured to change the state information of the target virtual seat to abnormal operation in a case that the result of the communication connection is connection failure, and judge whether there is a second idle virtual seat; a first establishing module, configured to establish the communication connection between the user end and the second idle virtual seat in a case that there is the second idle virtual seat; and a second establishing module, configured to store the target user into the daemon thread until any one target busy virtual seat completes the service processing operation, and establish the communication connection between the target busy virtual seat and the user end in a case that there is no second idle virtual seat.

[0018] Optionally, the apparatus further comprises an obtaining unit, configured to obtain the heartbeat data sent by the user end according to a second preset frequency, and remove the target user from the target queue in a case that the heartbeat data of the user end is not obtained.

[0019] Optionally, after the communication connection between the target virtual seat and the user end is established, the apparatus further comprises a sending unit, configured to send the to-be-handled service and the user information to the target virtual seat, and send the attribute information of the target virtual seat to the user end.

[0020] In order to achieve the above-mentioned purpose, according to another aspect of the present application, an electronic device is provided, which comprises a memory, and a processor, wherein the memory stores an executable program, and the processor is configured to run the program, and the program performs the above-mentioned service handling method when running.

[0021] In order to achieve the above-mentioned purpose, according to another aspect of the present application, a computer program product is provided, which comprises computer instructions, and the computer instructions are executed by a processor to implement the steps of the above-mentioned service handling method.

[0022] In the embodiment of the present application, the service handling information sent by the target user through the user terminal is received, and the target queue of the target user is determined according to the service type of the to-be-handled service carried in the service handling information, wherein the service handling information includes the to-be-handled service and user information of the target user; the target score of the target user is calculated according to the user information, and the initial position information of the target user in the target queue is determined according to the target score; in the case where the position information of the target user in the target queue is changed from the initial position information to the first position, the target virtual clerk is determined according to the service type; and the communication connection between the target virtual clerk and the user terminal is established, wherein the target virtual clerk is used to process the to-be-handled service of the target user, the user is quickly positioned to the corresponding queue by receiving the service handling information sent by the user terminal and according to the service type, and the initial position of the user in the queue is dynamically determined by combining the personalized score calculated according to the user information, so as to realize accurate classification of the service and intelligent allocation of resources, and by introducing the virtual clerk, when the user rises to the first position of the queue, the virtual clerk can be matched in time for service docking, the communication connection between the user terminal and the virtual clerk is established, the service stagnation caused by personal reasons of the user or the business manager in the prior art is effectively avoided, the real-time response capability of the service is significantly improved, the waiting time of the user is reduced, and the service handling efficiency is improved, thereby solving the technical problem that the service handling efficiency is low due to that the service handling of both parties waits for a long time in the related art. BRIEF DESCRIPTION OF DRAWINGS

[0023] The accompanying drawings, which form a part of this application, are included to provide a further understanding of the application and are incorporated in and constitute a part of this application. The embodiments of this application and of the drawings illustrate the application and, together with the description, serve to explain the principles of the application. In the drawings:

[0024] Figure 1 Fig. 1 shows a hardware structure block diagram of a computer terminal for implementing a service handling method;

[0025] Figure 2 Fig. 2 is a flowchart of a service handling method according to the embodiment 1 of the present application;

[0026] Figure 3 Fig. 3 is a flowchart of an optional service handling method according to the embodiment 1 of the present application;

[0027] Figure 4 Fig. 4 is a schematic diagram of a service handling device according to the embodiment 2 of the present application;

[0028] Figure 5 Fig. 5 is a structure block diagram of an electronic device according to the embodiment of the present application. DETAILED DESCRIPTION

[0029] It should be noted that the embodiments and features of the embodiments in the present application can be combined with each other in the case of no conflict. The technical solutions in the embodiments of the present application will be described in detail below with reference to the drawings and in combination with the embodiments.

[0030] In order for those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be described clearly and completely below with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, not all. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative labor should be within the scope of protection of the present application.

[0031] It should be noted that the terms "first", "second" and the like in the specification and claims of the present application and the above-described drawings are used to distinguish similar objects, and do not necessarily indicate a specific order or a chronological sequence. It should be understood that the data thus used can be interchanged under appropriate circumstances, so that the embodiments of the present application described herein can be implemented in an order other than that illustrated or described herein. In addition, the terms "include" and "have" and any variations thereof are intended to cover non-exclusive inclusion, for example, a process, method, system, product or device including a series of steps or units does not have to be limited to those steps or units clearly listed, but can include other steps or units not clearly listed or inherent to these processes, methods, products or devices.

[0032] It should be noted that the business handling method, device and electronic equipment determined by the present disclosure can be used in the field of financial technology, and can also be used in any field other than the field of financial technology. The application field of the business handling method, device and electronic equipment determined by the present disclosure is not limited.

[0033] It should be noted that the information, user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) used in the present application are all information and data authorized by the user or authorized by all parties. The collection, storage, use, processing, transmission, provision, disclosure and application of related data comply with relevant laws, regulations and standards in relevant regions, take necessary security measures, do not violate public order and good customs, and provide corresponding operation portal for users to choose to authorize use or refuse to use. If the user chooses to refuse, the expert decision-making process is entered. For example, the system and the interface between the related users or institutions are provided. Before obtaining the related information, the interface needs to send an acquisition request to the aforementioned user or institution, and after receiving the consent information feedback from the aforementioned user or institution, the related information is acquired.

[0034] The embodiments or examples of the present disclosure are not exhaustive, but only illustrate some of the embodiments or examples, and do not specifically limit the protection scope of the present disclosure. In the case of no contradiction, each step in an embodiment or example can be implemented as an independent example, and the steps can be combined arbitrarily, for example, the scheme after removing some steps in an embodiment or example can also be implemented as an independent example, and the order of the steps in an embodiment or example can be exchanged arbitrarily, in addition, the optional ways or optional examples in an embodiment or example can be combined arbitrarily; in addition, the embodiments or examples can be combined arbitrarily, for example, the steps of different embodiments or examples can be combined arbitrarily, an embodiment or example can be combined with the optional ways or optional examples of other embodiments or examples.

[0035] Embodiment 1

[0036] According to the embodiments of the present application, an embodiment of a business handling method is also provided. It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a group of computer executable instructions, and although the logical order is shown in the flowchart, in some cases, the steps shown or described can be executed in an order different from that here.

[0037] The method embodiment provided by the embodiment of the present application can be executed in a mobile terminal, a computer terminal or a similar computing device. Figure 1 A hardware structure block diagram of a computer terminal for implementing a business handling method is shown. As shown in Figure 1 , the computer terminal 10 (or mobile device) can include one or more processors 102 (the processor 102 can include but is not limited to a processing device such as a microprocessor MCU or a programmable logic device FPGA), a memory 104 for storing data, and a transmission device 106 for communication function. In addition, it can also include a display, an input / output interface (I / O interface), a universal serial bus (USB) port (which can be included as one of the ports of the BUS bus), a network interface, a power supply and / or a camera. Those skilled in the art can understand that Figure 1 The structure shown is only schematic, which does not limit the structure of the above-mentioned electronic device. For example, the computer terminal 10 can include more or fewer components than those shown in Figure 1 , or have a different configuration from that shown in Figure 1 .

[0038] It should be noted that the one or more processors 102 and / or other data processing circuitry described above can be referred to herein generally as "data processing circuitry". The data processing circuitry can be embodied in whole or in part as software, hardware, firmware, or any combination thereof. In addition, the data processing circuitry can be a single standalone processing module, or incorporated in whole or in part within any one of the other elements of the computer terminal 10 (or mobile device). As referred to in the embodiments of the present application, the data processing circuitry functions as a processor to control, for example, the selection of the variable resistance terminal path connected to the interface.

[0039] The memory 104 can be used to store software programs of application software and modules, such as program instructions / data storage means corresponding to the service handling method in the embodiments of the present application. The processor 102 executes various functional applications and data processing by running the software programs and modules stored in the memory 104, i.e. implements the service handling method described above. The memory 104 can include a high-speed random access memory, and can further include a non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the memory 104 can further include a memory disposed remotely with respect to the processor 102, which can be connected to the computer terminal 10 through a network. Examples of the network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0040] The transmission device 106 is used to receive or send data via a network. Specific examples of the network can include a wireless network provided by a communication provider of the computer terminal 10. In one example, the transmission device 106 includes a network adapter (NIC), which can be connected to other network devices through a base station so as to communicate with the Internet. In one example, the transmission device 106 can be a radio frequency (RF) module, which is used to communicate with the Internet in a wireless manner.

[0041] The display can be, for example, a touch screen type liquid crystal display (LCD), which can enable a user to interact with the user interface of the computer terminal 10 (or mobile device).

[0042] In the above operating environment, the present application provides a service handling method as shown in Figure 2 . Figure 2 The flow chart of the service handling method according to the embodiment 1 of the present application is shown in Figure 2 , which includes the following steps.

[0043] In step S201, the service handling information sent by the target user through the user terminal is received, and the target queue of the target user is determined according to the service type of the to-be-handled service carried in the service handling information, wherein the service handling information includes the to-be-handled service and the user information of the target user.

[0044] It should be noted that the target user refers to a user who needs to handle a service. The user terminal refers to a mobile application or a web service interface used by the user. The service handling information refers to service demand data submitted by the user.

[0045] Specifically, the execution subject of the embodiment can be a service handling system. When the target user needs to handle a service, the target user first needs to send the service handling information to the service handling system through the user terminal. The system can obtain the to-be-handled service in the service handling information, and identify the service type of the to-be-handled service. For example, if the to-be-handled service is loan consultation, the service type can be consultation service.

[0046] Further, after obtaining the service type, the target queue in which the target user needs to wait in line can be determined according to the service type. The to-be-handled services of all users in the queue have the same service type.

[0047] It should be noted that the service handling information can also include user information, so that the position of the user in the target queue can be determined according to the user information in the subsequent process.

[0048] In step S202, the target score of the target user is calculated according to the user information, and the initial position information of the target user in the target queue is determined according to the target score.

[0049] Specifically, after obtaining the user information of the target user, the user score can be determined according to the user information. The score can be obtained by comprehensively calculating the user level, the user queuing time, the service urgency, and the like.

[0050] Further, after obtaining the target score, since each user in the target queue has a score, the initial position information of the target user in the target queue can be determined according to the position of the target score in the target queue.

[0051] In step S203, when it is detected that the position information of the target user in the target queue is changed from the initial position information to the first position, the target virtual agent is determined according to the service type.

[0052] It should be noted that the virtual agent is a software and information technology based remote service agent, which is usually applied in scenarios such as call center, online customer service system, remote bank service, etc. The virtual agent can be an artificial intelligence driven chat robot, a voice recognition system, or a service interface provided by a remotely operated real person agent through virtualization technology.

[0053] Specifically, when the target user enters the target queue to start queuing and waiting for business handling, as the users in the queue continuously complete the business handling operation, the position of the target user in the queue also changes. In the case that the position information of the target user in the target queue is changed from the initial position information to the first position, the system immediately triggers the agent allocation mechanism, and automatically selects a matching target virtual agent according to the business type. The target virtual agent is used to handle the business operation for the user under the business type.

[0054] It should be noted that the target user can query the position information of the user in the target queue in real time in the system,

[0055] Step S204, a communication connection between the target virtual agent and the user terminal is established, wherein the target virtual agent is used to process the target user's to-be-handled business.

[0056] Specifically, in the case that the target virtual agent is determined, a communication connection between the two can be established, thereby completing the business handling operation for the target user.

[0057] The service handling method provided by the embodiments of the present application receives service handling information sent by a target user through a user terminal, and determines a target queue of the target user according to a service type of a to-be-handled service carried in the service handling information, wherein the service handling information includes the to-be-handled service of the target user and user information; calculates a target score of the target user according to the user information, and determines initial position information of the target user in the target queue according to the target score; in the case that the position information of the target user in the target queue is changed from the initial position information to the first position, determines a target virtual clerk according to the service type; and establishes a communication connection between the target virtual clerk and the user terminal, wherein the target virtual clerk is used to handle the to-be-handled service of the target user, the user is quickly positioned to a corresponding queue according to the service handling information sent by the user terminal and the service type, the personalized score is calculated in combination with the user information, so that the initial position of the user in the queue is dynamically determined, the accurate classification of the service and the intelligent allocation of resources are realized, and when the user rises to the first position of the queue, the virtual clerk can be matched in real time to provide service docking, the communication connection between the user terminal and the virtual clerk is established, the service stagnation caused by personal reasons of the user or the service manager in the prior art is effectively avoided, the real-time response capability of the service is significantly improved, the waiting time of the user is reduced, and the service handling efficiency is improved, thereby solving the technical problem that the service handling efficiency is low due to that the users and the service managers on both sides wait for a long time for service handling in the related art.

[0058] In order to ensure the accuracy of the calculation of the target score, optionally, in the service handling method provided by the embodiments of the present application, the calculation of the target score of the target user according to the user information includes: obtaining a plurality of feature data in the user information, and obtaining an initial score and a weight value of each feature data; performing weighted summation on the initial scores of the feature data to obtain a first score of the target user; determining whether the target user is located in the target queue within a target time period; in the case that the target user is located in the target queue within the target time period, obtaining a final position of the target user within the target time period, determining a second score of the target user according to the position information of the final position, and updating the first score according to the second score to obtain the target score; and in the case that the target user is not located in the target queue within the target time period, determining the first score as the target score.

[0059] Specifically, the feature data can be a plurality of attribute data in the user information, such as user level, historical service handling record, etc. The system first extracts a plurality of feature data from the user information, for example, for a user who is reserving a loan consultation, the system can pay attention to the user level, the past transaction record, and the urgency of the reservation time, etc. Then, the system needs to query the initial score and the weight value corresponding to each feature data respectively. Taking the level as an example, the initial score of the level 1 is set to 50, and the weight value is 0.8.

[0060] Further, the system can multiply the initial score of each feature data by its weight value, and then sum up, to calculate the first score of the user, so as to ensure that the scoring result can comprehensively reflect the characteristics of the user, and meanwhile, the importance difference of different attributes is considered, so that the scoring is more accurate and reasonable.

[0061] Further, since some users may be removed from the target queue due to device problems or network problems during the queuing process, when these users re-queue, it is still necessary to determine whether the user is in the target queue within a target time period, wherein the target time period can be a period of time before the current time. If the target user is in the target queue within the target time period, it indicates that the user may have temporarily exited the queue due to some reason. At this time, a second score can be calculated according to the influence of the final position, and the first score is corrected according to the second score to obtain a target score, so as to reduce the influence of the user leaving the target queue on the queuing behavior of the user.

[0062] For example, in the case that the first score of the user is 60 and the second score is 0.8, the first score can be adjusted to 80 points, so as to increase the score of the user and reduce the waiting time of the user.

[0063] It should be noted that the method of adjusting the first score according to the second score is not limited, and only the first score needs to be increased.

[0064] In the case that the target user is not in the target queue within the target time period, the first score is directly taken as the final target score, so as to ensure the accurate setting of the user score and the accuracy and rationality of determining the queue position according to the score.

[0065] The embodiment calculates the score of the service priority of the user according to the static attributes and dynamic behaviors of the user, considers the basic qualifications and demand types of the user, and timely adjusts to reflect the behavior changes of the user in the waiting process, so as to realize more accurate and more personalized queuing management.

[0066] In order to accurately determine the position information of the target user, optionally, in the business handling method provided in the embodiment of the application, the method of determining the initial position information of the target user in the target queue according to the target score comprises: obtaining the waiting time and the initial score of each initial user in the target queue; calculating the candidate score of each initial user according to the waiting time and the initial score, to obtain M candidate scores, wherein M is a positive integer; determining the position information of the target score in the M candidate scores according to the size relationship between the target score and each candidate score, and determining the position information of the target score as the initial position information.

[0067] Specifically, when determining the position information of the target user in the target queue, the system first needs to traverse the target queue to collect the waiting time and initial score data of all initial users, so as to calculate the candidate score of each initial user according to the waiting time and the initial score, wherein the candidate score is a comprehensive score of the waiting time and the initial score, and is used to measure the position of the user in the queue relative to other users.

[0068] When calculating the candidate score of each initial user, a predefined algorithm can be used to combine the waiting time and the initial score of each initial user to calculate a candidate score, thereby creating a more comprehensive evaluation standard for each user.

[0069] Finally, in the case of obtaining the candidate score, the system can compare the target score with the M candidate scores in the queue to find the position where the target score should be inserted, thereby determining the initial position information of the target user in the queue.

[0070] For example, if the target user calculates a target score of 65, according to the comparison with the M candidate scores (75, 70, 55), the system will arrange it after the second initial user (candidate score 70) and before the third initial user (candidate score 55), that is, the third position in the queue, as its initial position information.

[0071] The embodiment quantifies the waiting time and the comprehensive attributes to calculate the candidate score, and then determines the initial queuing position of the newly joined user, ensuring that the service allocation is not only based on static attributes, but also fully considers dynamic waiting behavior, and realizes more fair and efficient service queuing management.

[0072] Optionally, in the business handling method provided in the embodiment of the application, the target virtual seat is determined according to the business type, which includes: obtaining all initial virtual seats under the business type to obtain N initial virtual seats, wherein N is a positive integer; selecting a first idle virtual seat from the N initial virtual seats and determining the state information of the first idle virtual seat; and in the case that the state information of the first idle virtual seat is normal operation, determining the first idle virtual seat as the target virtual seat.

[0073] Specifically, when allocating a virtual seat to a target user, all initial virtual seats under the business type corresponding to the to-be-processed business need to be queried first to ensure that there are enough resources to choose from when allocating a user to a virtual seat.

[0074] For example, the initial virtual seats of the current "loan consultation" business type have a total of 5 (N = 5), which are V1, V2, V3, V4, and V5. The system will first obtain the information of these 5 virtual seats.

[0075] Further, after the initial virtual agent is determined, any one of the N initial virtual agents in an idle state can be selected as the first idle virtual agent. At this time, it is necessary to determine whether the idle reason of the agent is in an abnormal state, and therefore the state information needs to be further verified to ensure that it can be immediately put into normal service, avoiding assigning users to virtual agents that are in maintenance, upgrading or other non-service states, and ensuring the continuity and high quality of service.

[0076] If the first idle virtual agent is in good condition and can operate normally, it is designated as the target virtual agent responsible for the subsequent business process with the target user.

[0077] It should be noted that if the first idle virtual agent is in an abnormal state, the first idle virtual agent needs to be reselected from other initial virtual agents to ensure that the selected first idle virtual agent can normally perform business processing operations.

[0078] The embodiment detects the state of the agent to ensure the normal operation of the selected idle virtual agent, thereby ensuring efficient and reliable matching between each pair of users and virtual agents. This not only avoids service delays or interruptions caused by misallocation of users to non-operating agents, but also optimizes the utilization of virtual agent resources, reduces unnecessary waiting time, and improves the overall business processing speed and user experience.

[0079] To ensure normal connection between the user end and the virtual agent, the communication connection between the target virtual agent and the user end can be established by acquiring heartbeat data of the target virtual agent at a first preset frequency, and determining that the communication connection fails if the heartbeat data of the target virtual agent is not acquired. If the communication connection fails, the state information of the target virtual agent is changed to abnormal operation, and it is determined whether there is a second idle virtual agent. If there is a second idle virtual agent, a communication connection is established between the user end and the second idle virtual agent. If there is no second idle virtual agent, the target user is temporarily stored in a daemon thread until any one of the target busy virtual agents completes the business processing operation, and a communication connection is established between the target busy virtual agent and the user end.

[0080] It should be noted that the first preset frequency is also the set time interval for the system to periodically check the target virtual agent heartbeat data, which is used to monitor the online state of the virtual agent in real time. The heartbeat data can be information representing the running state of the virtual agent, which is used by the system to determine whether the virtual agent is in a normal working state. The daemon thread is a background thread specially used for monitoring and managing in-transit tasks, ensuring that even in the absence of idle resources, the system can record user information and immediately reconnect when resources are restored.

[0081] Specifically, when it is determined that the target virtual agent is to handle the service for the target user, the target virtual agent needs to be associated with the user terminal and then the target virtual agent and the user terminal are connected in communication. However, in this process, the target virtual agent may appear abnormal. At this time, the heartbeat data of the target virtual agent needs to be obtained according to the first preset frequency, so as to determine whether the target virtual agent appears abnormal according to the heartbeat data.

[0082] The system can continuously monitor the heartbeat data of the target virtual agent according to the first preset frequency (such as every 60 seconds). Once the expected heartbeat signal cannot be received within the frequency, the system immediately determines that the communication connection cannot be established, and marks the connection result as "connection failure", so as to timely find the running abnormality of the virtual agent and avoid the situation that the user terminal and the target virtual agent cannot be connected for a long time, resulting in a long waiting time of the user.

[0083] Further, once the system determines that the communication connection fails, the state information of the target virtual agent will be updated to abnormal running, and at the same time, the system will automatically check whether there is another idle virtual agent available to quickly fill the service gap and avoid long waiting of the user, so as to ensure that the service can still be smooth even in the case of failure of individual virtual agents, which embodies the high availability and flexibility of the system.

[0084] When the system identifies that there is at least one second idle virtual agent, the second idle virtual agent is connected with the user terminal in communication, and then the second idle virtual agent replaces the first idle virtual agent, so as to ensure the service continuity through the second idle virtual agent, reduce the waiting time of the user, and improve the user satisfaction.

[0085] It should be noted that if the first idle virtual seat is abnormal and no idle virtual seat is found in all other virtual seats, at this time, since the target queue has considered that the user is in the process of business handling operation and has deleted the user from the target queue, in order to avoid the user re-queuing, the target user can be temporarily stored in the daemon thread to wait until the first busy target virtual seat completes its current business, and then the system establishes a communication connection between the target virtual seat and the user end, thereby ensuring that in the case of resource shortage, the user will not be permanently placed, but dynamically waits for the next available seat, maintaining the order of service and the continuity of user experience.

[0086] The embodiment ensures that even in the case of high concurrency or system exception, the user can still obtain timely and high-quality service, and significantly improves the reliability and business processing efficiency of the service of the target user.

[0087] In order to improve the effectiveness of the user in the queue, optionally, in the business handling method provided by the embodiment of the application, the method further comprises: acquiring heartbeat data sent by the user end at a second preset frequency, and moving the target user out of the target queue in the case that the heartbeat data of the user end is not acquired.

[0088] Specifically, in order to avoid the user still being in the queue after canceling the business handling, thereby affecting the business processing of other users, therefore, the system can actively request to acquire the heartbeat data of the user end at a preset frequency, to verify whether the user is still online and intends to continue waiting, thereby monitoring the state of the user end in real time, ensuring that only the user who really waits for service occupies the queue position, thereby improving the resource utilization efficiency.

[0089] If the system fails to receive the heartbeat data of the user end at the time point of the preset frequency, that is, the user end does not respond within the specified time, the system judges that the user has actively left, at this time, the system automatically removes the target user from the queue, avoids invalid queuing, releases the queue position, so that the subsequent user can obtain more timely service allocation, and enhances the adaptability and flexibility of the system.

[0090] The embodiment dynamically manages the queuing user through heartbeat data monitoring, ensuring that the system can respond to the online state change of the user in real time, preventing resource idling and waste caused by user end exception or active exit.

[0091] In order to improve the business handling efficiency, optionally, in the business handling method provided by the embodiment of the application, after establishing the communication connection between the target virtual seat and the user end, the method further comprises: sending the to-be-handled business and the user information to the target virtual seat; and sending the attribute information of the target virtual seat to the user end.

[0092] Specifically, when the system successfully establishes the communication connection between the target user and the target virtual agent, the system transmits the user's to-be-handled business (such as deposit consultation) and detailed user information to the target virtual agent as an intermediate device, thereby ensuring that the virtual agent has mastered the necessary business background and user information before starting to handle the business with the user, and can quickly enter the service state, improve the work efficiency, and shorten the user waiting time.

[0093] Similarly, the system also needs to feed back the attribute information of the target virtual agent to the user side, to inform the user of the related information of the target virtual agent, so that the user can understand and confirm whether the virtual agent meets the user's business demand before starting the business, thereby enhancing the personalization and satisfaction of the service.

[0094] The embodiment effectively promotes the information synchronization between the target virtual agent and the target user through the bidirectional information transmission mechanism of the target user and the target virtual agent, and ensures the efficient connection and personalized customization of the service.

[0095] Figure 3 is a flowchart of an optional business handling method provided by the embodiment 1 of the present application, as shown in Figure 3 First, the business handling information is received, and the target queue is determined according to the business type. At this time, the user can be distinguished to be arranged at the head or the tail of the queue according to whether the user is a key user. Unique heartbeat information is created for each user, and the user updates the heartbeat expiration time in the queuing waiting interface. If the user does not update the heartbeat for a long time, the user is confirmed to leave, and the user is deleted in the queue. Meanwhile, the user can also check the current queuing position in the queuing interface.

[0096] When the agent side is ready to receive the task, the agent side initiates polling and acquires the user task. The agent selects the target user at the head of the assignable list, and performs heartbeat judgment on the user. When the heartbeat exists, the user pre-assignment is completed. If the heartbeat has expired, the next user is continuously assigned.

[0097] When the user pre-assignment is completed by the agent, the agent acquires the corresponding user information. After the assignment is confirmed on the agent side, the related information is written to the user side. The user side polls to acquire the information, and the queuing and assignment of this time are completed. If the user is pre-assigned to the agent, the agent appears abnormal and does not confirm the assignment. The user is guarded by the guardian thread, and the agent is re-assigned, so as to prevent the user data from being lost due to unexpected situations on the agent side.

[0098] It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a group of computer executable instructions, and although the logical order is shown in the flowchart, in some cases, the steps shown or described herein can be executed in a different order.

[0099] Embodiment 2

[0100] The embodiment of the present application further provides a service processing device. It should be noted that the service processing device of the embodiment of the present application can be used to execute the service processing method provided by the above-mentioned embodiments. The service processing device provided by the embodiment of the present application is introduced as follows.

[0101] According to the embodiment of the present application, a device for implementing the above-mentioned service processing method is further provided, Figure 4 is a schematic diagram of the service processing device provided by the embodiment 2 of the present application. As shown in the figure, Figure 4 the device comprises:

[0102] The receiving unit 41 is configured to receive service processing information sent by a target user through a user terminal, and determine target queue of the target user according to a service type of a to-be-processed service carried in the service processing information, wherein the service processing information comprises the to-be-processed service of the target user and user information.

[0103] The first determining unit 42 is configured to calculate a target score of the target user according to the user information, and determine initial position information of the target user in the target queue according to the target score.

[0104] The second determining unit 43 is configured to determine a target virtual agent according to the service type in a case where it is detected that the position information of the target user in the target queue is changed from the initial position information to the first position.

[0105] The establishing unit 44 is configured to establish a communication connection between the target virtual agent and the user terminal, wherein the target virtual agent is configured to process the to-be-processed service of the target user.

[0106] The service handling device provided by the embodiment of the present application receives the service handling information sent by the target user through the user terminal through the receiving unit 41, and determines the target queue of the target user according to the service type of the to-be-handled service carried in the service handling information, wherein the service handling information includes the to-be-handled service and the user information of the target user; the first determining unit 42 calculates the target score of the target user according to the user information, and determines the initial position information of the target user in the target queue according to the target score; the second determining unit 43 determines the target virtual clerk according to the service type in the case that the position information of the target user in the target queue is changed from the initial position information to the first position; and the establishing unit 44 establishes the communication connection between the target virtual clerk and the user terminal, wherein the target virtual clerk is used to handle the to-be-handled service of the target user, and the service handling information sent by the user terminal is received and the user is quickly positioned to the corresponding queue according to the service type, the personalized score is calculated in combination with the user information, so that the initial position of the user in the queue is dynamically determined, the accurate classification of the service and the intelligent allocation of the resources are realized, and when the user rises to the first position of the queue, the virtual clerk can be matched in time to provide the service, the communication connection between the user terminal and the virtual clerk is established, the service stagnation caused by the personal reasons of the user or the service manager in the prior art is effectively avoided, the real-time response ability of the service is significantly improved, the waiting time of the user is reduced, the service handling efficiency is improved, and thus the technical problem that the service handling efficiency is low because the time for waiting for the service handling of the both parties is long in the related art is solved.

[0107] Optionally, in the service handling device provided by the embodiment of the present application, the first determining unit 42 includes: a first obtaining module, configured to obtain a plurality of feature data in the user information, and obtain the initial score and the weight of each feature data; a first calculating module, configured to weight and sum the initial scores of each feature data to obtain the first score of the target user; a first judging module, configured to judge whether the target user is located in the target queue within a target time period; a second obtaining module, configured to obtain the final position of the target user within the target time period in the case that the target user is located in the target queue within the target time period, determine the second score of the target user according to the position information of the final position, and update the first score according to the second score to obtain the target score; and a first determining module, configured to determine the first score as the target score in the case that the target user is not located in the target queue within the target time period.

[0108] Optionally, in the service handling device provided by the embodiment of the present application, the first determining unit 42 comprises: a third obtaining module, configured to obtain the waiting time length and the initial score of each initial user in the target queue; a second calculating module, configured to calculate the candidate score of each initial user according to the waiting time length and the initial score, and obtain M candidate scores, wherein M is a positive integer; and a second determining module, configured to determine the position information of the target score in the M candidate scores according to the size relationship between the target score and each candidate score, and determine the position information of the target score as the initial position information.

[0109] Optionally, in the service handling device provided by the embodiment of the present application, the second determining unit 43 comprises: a fourth obtaining module, configured to obtain all initial virtual seats under the service type, and obtain N initial virtual seats, wherein N is a positive integer; a selecting module, configured to select the first idle virtual seat from the N initial virtual seats, and determine the state information of the first idle virtual seat; and a third determining module, configured to determine the first idle virtual seat as the target virtual seat in the case that the state information of the first idle virtual seat is normal operation.

[0110] Optionally, in the service handling device provided by the embodiment of the present application, the establishing unit 44 comprises: a fifth obtaining module, configured to obtain the heartbeat data of the target virtual seat according to the first preset frequency, and determine that the result of the communication connection is connection failure in the case that the heartbeat data of the target virtual seat is not obtained; a second judging module, configured to change the state information of the target virtual seat to abnormal operation in the case that the result of the communication connection is connection failure, and judge whether there is a second idle virtual seat; a first establishing module, configured to establish the communication connection between the user terminal and the second idle virtual seat in the case that there is the second idle virtual seat; and a second establishing module, configured to temporarily store the target user into the daemon thread until any one target busy virtual seat completes the service processing operation, and establish the communication connection between the target busy virtual seat and the user terminal in the case that there is no second idle virtual seat.

[0111] Optionally, in the service handling device provided by the embodiment of the present application, the device further comprises: an obtaining unit, configured to obtain the heartbeat data sent by the user terminal according to the second preset frequency, and remove the target user from the target queue in the case that the heartbeat data of the user terminal is not obtained.

[0112] Optionally, in the service handling device provided by the embodiment of the present application, after the communication connection between the target virtual seat and the user terminal is established, the device further comprises: a sending unit, configured to send the to-be-handled service and the user information to the target virtual seat; and send the attribute information of the target virtual seat to the user terminal.

[0113] It should be noted that the receiving unit 41, the first determining unit 42, the second determining unit 43, and the establishing unit 44 correspond to steps S201 to S204 in Example 1. The examples and application scenarios implemented by the above modules or units are the same as those of the corresponding steps, but are not limited to the contents disclosed in the above Example 1. It should be noted that the above modules or units can be hardware components or software components stored in a memory (e.g., memory 104) and processed by one or more processors (e.g., processors 102a, 102b, ..., 102n). The above modules can also be run as part of the device in the computer terminal 10 provided in Example 1.

[0114] Example 3

[0115] An embodiment of the present application may provide an electronic device, Figure 5 This is a structural block diagram of an electronic device according to an embodiment of the present application. Figure 5 As shown, the electronic device may include: one or more ( Figure 5 Only one is shown) processor 1002, memory 1004, storage controller, and peripheral interface, wherein the peripheral interface is connected to the radio frequency module, audio module and display.

[0116] Among them, the memory can be used to store software programs and modules, such as program instructions / modules corresponding to the methods and devices in the embodiments of the present application. The processor executes various functional applications and data processing by running the software programs and modules stored in the memory, that is, implementing the above-mentioned method. The memory may include a high-speed random access memory, and may also include a non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory may further include a memory remotely arranged relative to the processor, and these remote memories may be connected to the terminal via a network. Examples of the above-mentioned network include but are not limited to the Internet, an intranet, a local area network, a mobile communication network and a combination thereof.

[0117] The processor can call the information and application stored in the memory through the transmission device to perform the following steps: receive business processing information sent by the target user through the user terminal, and determine the target queue of the target user based on the business type of the pending business carried in the business processing information, wherein the business processing information includes the pending business and user information of the target user; calculate the target score of the target user based on the user information, and determine the initial position information of the target user in the target queue based on the target score; when it is detected that the position information of the target user in the target queue changes from the initial position information to the first position, determine the target virtual agent based on the business type; establish a communication connection between the target virtual agent and the user terminal, wherein the target virtual agent is used to process the pending business of the target user.

[0118] The processor can further call information and application programs stored in the memory through the transmission device to perform the following steps: obtaining a plurality of feature data in the user information, and obtaining an initial score and a weight value of each feature data; performing weighted summation on the initial scores of each feature data to obtain a first score of the target user; determining whether the target user is located in the target queue within the target time period; in the case that the target user is located in the target queue within the target time period, obtaining a final position of the target user within the target time period, determining a second score of the target user according to the position information of the final position, and updating the first score according to the second score to obtain a target score; in the case that the target user is not located in the target queue within the target time period, determining the first score as the target score.

[0119] The processor can further call information and application programs stored in the memory through the transmission device to perform the following steps: obtaining a waiting time length and an initial score of each initial user in the target queue; calculating a candidate score of each initial user according to the waiting time length and the initial score to obtain M candidate scores, wherein M is a positive integer; determining position information of the target score in the M candidate scores according to the size relationship between the target score and each candidate score, and determining the position information of the target score as the initial position information.

[0120] The processor can further call information and application programs stored in the memory through the transmission device to perform the following steps: obtaining all initial virtual agents under the service type to obtain N initial virtual agents, wherein N is a positive integer; selecting a first idle virtual agent from the N initial virtual agents and determining state information of the first idle virtual agent; in the case that the state information of the first idle virtual agent is normal operation, determining the first idle virtual agent as the target virtual agent.

[0121] The processor can further call information and application programs stored in the memory through the transmission device to perform the following steps: obtaining heartbeat data of the target virtual agent at a first preset frequency, and in the case that the heartbeat data of the target virtual agent is not obtained, determining that the result of the communication connection is connection failure; in the case that the result of the communication connection is connection failure, changing the state information of the target virtual agent to abnormal operation, and determining whether there is a second idle virtual agent; in the case that there is a second idle virtual agent, establishing a communication connection between the user terminal and the second idle virtual agent; in the case that there is no second idle virtual agent, temporarily storing the target user in the daemon thread until any one of the target busy virtual agents completes the business processing operation, and establishing a communication connection between the target busy virtual agent and the user terminal.

[0122] The processor can also call the information and application stored in the memory through the transmission device to perform the following steps: obtain the heartbeat data sent by the user end according to the second preset frequency, and remove the target user from the target queue if the heartbeat data of the user end is not obtained.

[0123] The processor can also call the information and application stored in the memory through the transmission device to perform the following steps: sending the pending business and user information to the target virtual agent; sending the attribute information of the target virtual agent to the user terminal.

[0124] It can be understood by those skilled in the art that Figure 5 The structure shown is for illustration only, and the electronic device may also be a smart phone (such as an Android phone, an iOS phone, etc.), a tablet computer, a PDA, a mobile Internet device (MID), a PAD, or other terminal devices. Figure 5 It does not limit the structure of the above electronic device. For example, the electronic device may also include Figure 5 More or fewer components (such as network interfaces, display devices, etc.) shown in, or with Figure 5 Different configurations shown.

[0125] A person skilled in the art will understand that all or part of the steps in the various methods of the above embodiments can be completed by instructing the hardware related to the terminal device through a program, and the program can be stored in a computer-readable storage medium, which may include: a flash drive, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk, etc.

[0126] Example 4

[0127] The embodiment of the present application further provides a storage medium. Optionally, in this embodiment, the storage medium can be used to store the program code executed by the service processing method provided in the first embodiment.

[0128] Optionally, in this embodiment, the storage medium may be located in any computer terminal in a computer terminal group in a computer network, or in any mobile terminal in a mobile terminal group.

[0129] An embodiment of the present application also provides a computer program product, which, when executed on a data processing device, is suitable for executing the steps of the business handling method.

[0130] The embodiments of the present application further provide a computer readable storage medium comprising a stored executable program, wherein the executable program controls a device where the computer readable storage medium is located to perform the business handling method when the executable program is executed.

[0131] The above-mentioned serial numbers of the embodiments of the present application are only for description, and do not represent the advantages or disadvantages of the embodiments.

[0132] In the above-mentioned embodiments of the present application, the description of each embodiment has its own focus, and the parts not described in detail in a certain embodiment can be referred to the relevant description of other embodiments.

[0133] In the several embodiments provided by the present application, it should be understood that the disclosed technology can be implemented in other ways. Of course, the embodiments described above are only schematic. For example, the division of units is only a logical function division, and there can be another division manner in actual implementation. For example, a plurality of units or components can be combined or integrated into another system, or some features can be ignored or not executed. In addition, the coupling or direct coupling or communication connection between the units shown or discussed can be indirect coupling or communication connection through some interface, and can be electrical or other forms.

[0134] The units described as separate components may or may not be physically separate, and the components shown as units may or may not be physical units, that is, they can be located in one place, or distributed on a plurality of network units. According to actual needs, part or all of the units can be selected to achieve the purpose of the present embodiment.

[0135] In addition, each functional unit in each embodiment of the present application can be integrated in one processing unit, or each unit can be physically present separately, or two or more units can be integrated in one unit. The above integrated unit can be realized in the form of hardware or in the form of a software functional unit.

[0136] The integrated unit, if implemented in the form of a software function unit and sold or used as an independent product, can be stored in a computer readable storage medium. Based on such understanding, the technical solutions of the present application essentially or say the part that contributes to the prior art or the whole or part of the technical solutions can be embodied in the form of a software product. The computer software product is stored in a storage medium and includes a plurality of instructions for causing a computer device (which can be a personal computer, a server or a network device, etc.) to execute all or part of the steps of the method described in the various embodiments of the present application. The aforementioned storage medium includes: a U disk, a read-only memory (ROM, Read-Only Memory), a random access memory (RAM, Random Access Memory), a mobile hard disk, a magnetic disk or an optical disk, and various media that can store program codes.

[0137] The above is only the preferred embodiment of the present application, and it should be pointed out that for those skilled in the art, without departing from the principles of the present application, a number of improvements and refinements can be made, which should be considered as the protection scope of the present application.

Claims

1. A business handling method, characterized in that: include: receiving service processing information sent by a target user through a user terminal, and determining a target queue for the target user according to a service type of the pending service carried in the service processing information, wherein the service processing information includes the pending service and user information of the target user; Calculating a target score for the target user according to the user information, and determining initial position information of the target user in the target queue according to the target score; When it is detected that the position information of the target user in the target queue is changed from the initial position information to the first position, determining a target virtual agent according to the service type; A communication connection is established between the target virtual agent and the user terminal, wherein the target virtual agent is used to process pending business of the target user.

2. The method according to claim 1, characterized in that Calculating the target score of the target user according to the user information includes: Obtaining multiple feature data in the user information, and obtaining an initial score and weight of each feature data; Performing a weighted summation on the initial scores of the respective feature data to obtain a first score of the target user; Determining whether the target user is in the target queue within a target time period; When the target user is in the target queue within the target time period, obtaining a final location of the target user within the target time period, determining a second score of the target user based on location information of the final location, and updating the first score based on the second score to obtain the target score; If the target user is not in the target queue within the target time period, the first score is determined as the target score.

3. The method according to claim 1, characterized in that Determining the initial position information of the target user in the target queue according to the target score includes: Obtaining the waiting time and initial score of each initial user in the target queue; Calculating a candidate score for each initial user based on the waiting time and the initial score to obtain M candidate scores, where M is a positive integer; According to the size relationship between the target score and each candidate score, the position information of the target score among the M candidate scores is determined, and the position information of the target score is determined as the initial position information.

4. The method according to claim 1, wherein Determining the target virtual agent according to the business type includes: Obtain all initial virtual seats under the business type to obtain N initial virtual seats, where: N is a positive integer; Selecting a first idle virtual seat from the N initial virtual seats, and determining status information of the first idle virtual seat; When the status information of the first idle virtual seat indicates normal operation, the first idle virtual seat is determined as the target virtual seat.

5. The method according to claim 1, wherein Establishing a communication connection between the target virtual agent and the user terminal includes: acquiring heartbeat data of the target virtual agent at a first preset frequency, and determining that a result of the communication connection is a connection failure if the heartbeat data of the target virtual agent is not acquired; If the result of the communication connection is a connection failure, changing the state information of the target virtual agent to abnormal operation, and determining whether there is a second idle virtual agent; In the case where the second idle virtual seat exists, establishing a communication connection between the user terminal and the second idle virtual seat; In the absence of the second idle virtual agent, the target user is temporarily stored in the daemon thread until any target busy virtual agent completes the service processing operation and establishes a communication connection between the target busy virtual agent and the user terminal.

6. The method according to claim 1, characterized in that The method further comprises: The heartbeat data sent by the user terminal is obtained according to a second preset frequency, and if the heartbeat data of the user terminal is not obtained, the target user is removed from the target queue.

7. The method according to claim 1, characterized in that After establishing a communication connection between the target virtual agent and the user terminal, the method further includes: Sending the pending business and the user information to the target virtual agent; The attribute information of the target virtual agent is sent to the user terminal.

8. A business processing device, characterized in that: include: a receiving unit, configured to receive service processing information sent by a target user through a user terminal, and determine a target queue for the target user according to a service type of the pending service carried in the service processing information, wherein the service processing information includes the pending service and user information of the target user; a first determining unit, configured to calculate a target score of the target user according to the user information, and determine initial position information of the target user in the target queue according to the target score; a second determining unit, configured to determine a target virtual agent according to the service type when detecting that the position information of the target user in the target queue is changed from the initial position information to the first position; An establishing unit is configured to establish a communication connection between the target virtual agent and the user terminal, wherein the target virtual agent is configured to process pending services of the target user.

9. A computer program product comprising computer instructions, characterized in that When the computer instructions are executed by the processor, the steps of the business processing method described in any one of claims 1 to 7 are implemented.

10. An electronic device, characterized in that: include: a memory storing an executable program; A processor is used to run the program, wherein the program executes the business processing method described in any one of claims 1 to 7 when running.

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