Message processing method and device, computer equipment, medium and product

Abstract

The invention discloses a message processing method and device, computer equipment, a medium and a product, and the method comprises the steps that a server receives a consultation message which is submitted by a consultation object and aims at a target service, and obtains a message distribution mode of the target service; and if the message distribution mode is a group sending mode, the server sends the consultation message to N service objects corresponding to the target business, and N is an integer greater than or equal to 2. The server receives a reply message returned by the target service object and sends the reply message to the consultation object, and the reply message is obtained by the target service object in response to the consultation message; the target service object is a service object in the N service objects. Through the method, a plurality of service objects can be distributed to the consultation object at the same time, and the customer service efficiency is effectively improved.

Description

Technical Field

[0001] This application relates to the field of computer technology, specifically to a message processing method, a message processing device, a computer device, a computer-readable storage medium, and a computer program product. Background Technology

[0002] With the rapid development of the internet and the increasing demand for customer service, customer service reception mainly involves handling customer inquiries and answering customer questions. Currently, in the customer service process, customer waiting times are often long, and it is difficult to quickly connect with a customer service representative. Especially during peak hours, when there is a large volume of customer inquiries or a shortage of customer service staff, customer waiting times are even longer, service efficiency is reduced, and customer satisfaction is low.

[0003] Therefore, improving customer service efficiency has become an urgent technical problem to be solved. Summary of the Invention

[0004] This application provides a message processing method, apparatus, computer equipment, medium, and product, which allows a single customer to be served by multiple service recipients simultaneously, effectively improving customer service efficiency.

[0005] One embodiment of this application discloses a message processing method, the method comprising:

[0006] The server receives a consultation message from the client regarding a target business and obtains the message allocation method for that target business.

[0007] If the message distribution method is a group sending method, the server will send the consultation message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2;

[0008] The server receives a response message from the target service object and sends the response message to the consulting object. The response message is obtained by the target service object in response to the consulting message. The target service object is one of the N service objects.

[0009] One embodiment of this application discloses a message processing method, the method comprising:

[0010] When the message distribution method of the target service is group sending, the first terminal device receives the consultation message for the target service sent by the server to N service objects corresponding to the target service. The consultation message is submitted to the server by the consultation object. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2.

[0011] The first terminal device outputs the inquiry message through a display interface and obtains the reply message input by the target service object in response to the inquiry message;

[0012] The first terminal device sends the reply message to the server, so that the server sends the reply message to the person seeking advice.

[0013] One embodiment of this application discloses a message processing apparatus, which includes:

[0014] The transceiver unit is used to receive consultation messages submitted by the consultation object regarding the target business, and to obtain the message allocation method of the target business;

[0015] The transceiver unit is further configured to send the consultation message to N service objects corresponding to the target service if the message distribution method is a group sending method, where N is an integer greater than or equal to 2;

[0016] The transceiver unit is further configured to receive a reply message returned by the target service object and send the reply message to the consulting object, wherein the reply message is obtained by the target service object in response to the consulting message; the target service object is a service object among the N service objects.

[0017] One embodiment of this application discloses a message processing apparatus, which includes:

[0018] The transceiver unit is used to receive consultation messages for the target service sent by the server to N service objects corresponding to the target service when the message distribution method of the target service is group sending. The consultation messages are submitted to the server by the consultation objects. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2.

[0019] The display unit is used to output the consultation message through the display interface and to obtain the reply message input by the target service object in response to the consultation message;

[0020] The transceiver unit is further configured to send the reply message to the server, so that the server sends the reply message to the inquiring party.

[0021] One aspect of this application discloses a computer device, which includes a processor adapted to implement one or more computer programs; and a computer-readable storage medium storing one or more computer programs, the one or more computer programs being adapted to be loaded by the processor and executed with the message processing method described above.

[0022] One aspect of this application discloses a computer-readable storage medium storing one or more computer programs, which are adapted to be loaded by a processor and executed by the message processing method described above.

[0023] One embodiment of this application discloses a computer program product, which includes a computer program stored in a computer-readable storage medium. A processor of a computer device reads the computer program from the computer-readable storage medium and executes the computer program, causing the computer device to perform the aforementioned message processing method.

[0024] In this embodiment, the server receives a consultation message from a client regarding a target service and obtains the message allocation method for that target service. Based on the message allocation method, the consultation message can be allocated. If the allocation method is a group message, the server sends the consultation message to N service objects corresponding to the target service, where N is an integer greater than or equal to 2. In the group message method, the consultation message is sent to multiple service objects, allowing one client to be served by multiple service objects, thus improving service efficiency. The server receives a reply message from the target service object and sends the reply message back to the client. The reply message is the response received by the target service object in response to the consultation message; the target service object is one of the N service objects. The service object that replies to the consultation message is one of the multiple service objects that received the consultation message. Compared to a fixed allocation of one service object to one client, multiple service objects serving simultaneously can improve the response speed of consultation messages, shorten customer waiting time, and improve service efficiency and customer satisfaction. Attached Figure Description

[0025] To more clearly illustrate the technical solutions in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0026] Figure 1 This is a schematic diagram of the network architecture of a message processing system disclosed in an embodiment of this application;

[0027] Figure 2 This is a flowchart illustrating a message processing method disclosed in an embodiment of this application;

[0028] Figure 3 This is a schematic diagram of a message display interface for a consultation object disclosed in an embodiment of this application;

[0029] Figure 4This is a schematic diagram of a message distribution method configuration interface disclosed in an embodiment of this application;

[0030] Figure 5 This is a schematic diagram of a session interface for a service object disclosed in an embodiment of this application;

[0031] Figure 6 This is a flowchart of a consultation message processing method disclosed in an embodiment of this application;

[0032] Figure 7 This is a schematic diagram of a prompt message disclosed in an embodiment of this application;

[0033] Figure 8 This is a flowchart of a notification message sending method disclosed in an embodiment of this application;

[0034] Figure 9 This is a schematic diagram of a service interface of a service object disclosed in an embodiment of this application;

[0035] Figure 10 This is a flowchart of a reply message processing method disclosed in an embodiment of this application;

[0036] Figure 11 This is a flowchart illustrating another message processing method disclosed in an embodiment of this application;

[0037] Figure 12 This is a schematic diagram of the structure of a message processing device disclosed in an embodiment of this application;

[0038] Figure 13 This is a schematic diagram of another message processing device disclosed in the embodiments of this application;

[0039] Figure 14 This is a schematic diagram of the structure of a computer device disclosed in an embodiment of this application. Detailed Implementation

[0040] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of this application.

[0041] With the rapid development of the internet and the increasing demand for customer service, improving the efficiency and quality of customer service has become a crucial issue for businesses. In traditional customer service processes, each inquirer is typically assigned to only one service representative. This can lead to the following problems: 1. When there are many inquiries or insufficient customer service staff, customers experience longer wait times, reduced service efficiency, and lower customer satisfaction. 2. Due to varying service capabilities and experience among staff, service quality can fluctuate significantly, impacting customer satisfaction. 3. Insufficient information sharing among staff may result in customers repeatedly contacting different agents, increasing customer dissatisfaction. 4. Since each inquirer can only communicate with one service representative, some staff may be idle while others are overworked, leading to an uneven utilization of human resources.

[0042] Therefore, to improve customer service efficiency and customer satisfaction, this application proposes a message processing method. The method includes: ① A server receives a consultation message from a client regarding a target business and obtains the message allocation method for the target business. ② If the message allocation method is a group message, the server sends the consultation message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2. ③ The server receives a reply message from the target service object and sends the reply message back to the client. The reply message is the response received by the target service object in response to the consultation message; the target service object is one of the N service objects. In implementation, the server sends the consultation message to multiple service objects, allowing multiple service objects to simultaneously serve a single client. The consultation message can be answered by one of the multiple service objects, thus improving customer service efficiency. Because multiple service objects are serving simultaneously, when encountering more complex issues, at least one of the service objects can usually resolve the problem, shortening customer waiting time and improving customer satisfaction.

[0043] In one possible implementation, the message processing method provided in this application embodiment can be implemented based on cloud technology. Specifically, in this application embodiment, it may involve one or more of cloud technologies such as cloud storage, cloud database, and big data. For example, data required to execute the message processing method (e.g., the message allocation method of the target business) can be obtained from the database; or, the data determined by executing the message processing method (e.g., the reply message returned by the target service object) can be stored in the database.

[0044] Cloud technology refers to a hosting technology that unifies hardware, software, and network resources within a wide area network (WAN) or local area network (LAN) to achieve data computation, storage, processing, and sharing. Cloud technology is a collective term for network technology, information technology, integration technology, management platform technology, and application technology applied to the cloud computing business model. It can form resource pools, providing flexible and convenient on-demand access. Cloud computing technology will become a crucial support. Backend services of technical network systems require substantial computing and storage resources, such as video websites, image websites, and many portal websites. With the rapid development and application of the internet industry, every item may have its own identification mark in the future, requiring transmission to backend systems for logical processing. Data at different levels will be processed separately, and various industry data will require robust system support, which can only be achieved through cloud computing.

[0045] Please see Figure 1 This is a schematic diagram of the network architecture of a message processing system disclosed in an embodiment of this application. The message processing system may include multiple first terminal devices 101, multiple second terminal devices 102, and a server 103. Each first terminal device 101 is a terminal device corresponding to a service object; typically, one first terminal device corresponds to one service object. The first terminal device 101 is mainly used to receive inquiry messages sent by the server 103 and display the inquiry messages on its display interface, allowing the target service object to input a reply message on the first terminal device 101's display interface. The first terminal device 101 receives the reply message input by the target service object and sends the reply message to the server 103. Each second terminal device 102 is a terminal device corresponding to an inquiry object. The second terminal device 102 is mainly used to receive inquiry messages submitted by the inquiry object and send the inquiry messages to the server 103. The server 103 is mainly used to manage the inquiry messages and reply messages, including sending inquiry messages to the corresponding first terminal devices 101 according to the message allocation method of the target service, and after receiving a reply message from the first terminal device corresponding to the target service, sending the reply message to other first terminal devices according to the message allocation method of the target service. The first terminal device 101 can establish a direct communication connection with the server 103 via wired communication or an indirect communication connection via wireless communication. The second terminal device 102 can establish a direct communication connection with the server 103 via wired communication or an indirect communication connection via wireless communication. This application embodiment does not limit this.

[0046] Optionally, the message processing system provided in this application embodiment may further include a database 104 ( Figure 1(Not shown in the image), database 104 is mainly used to store the message allocation method, inquiry messages, and reply messages for the target business. Storing inquiry messages and reply messages is for faster response to inquiries. If the same inquiry message is encountered again, the corresponding reply message can be quickly retrieved from database 104 to improve service efficiency.

[0047] In one embodiment, the first terminal device 101 and the second terminal device 102 include, but are not limited to, smartphones, tablets, smart wearable devices, smart voice interaction devices, smart home appliances, personal computers, in-vehicle terminals, smart cameras, virtual reality devices (such as AR (Augmented Reality) devices), etc., and this application does not limit them. The server 103 or the database 104 can be an independent physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server providing basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDN (Content Delivery Network), and big data and artificial intelligence platforms, etc., and this application embodiment does not limit them. Optionally, the database 104 can also be deployed in the server 103. Figure 1 This is merely an illustrative representation of the network architecture of a message processing system and is not intended to be limiting. For example, Figure 1 Server 103 can be deployed as a node in the blockchain network, or it can be connected to the blockchain network, so that server 103 can upload the message distribution method, inquiry message and reply message of the target business to the blockchain network for storage, so as to prevent internal data from being tampered with and thus ensure data security.

[0048] In one possible implementation, server 103 includes multiple functional modules, namely a service object record module, a session management module, a service object management module, and a session sending and receiving module. The functions of each module are as follows:

[0049] Service object record module: responsible for maintaining the basic information of service objects, such as the name of the service object, the avatar of the service object, and may also include the message distribution method set for each service object;

[0050] The session management module is responsible for maintaining various sessions under the target business. These sessions refer to the inquiry messages initiated by the inquiry object and the reply messages responded by the service object. The content maintained includes the session start time, the service object, and the inquiry object.

[0051] Service object management module: responsible for maintaining relevant information about service objects under the target business, such as the service object list and the service object's reception status;

[0052] The conversation sending and receiving module is responsible for receiving and sending inquiry messages and reply messages.

[0053] Optionally, the message processing system may further include a message channel for the target service, which is responsible for receiving and delivering messages. In this embodiment, message transmission between the first terminal device 101, the second terminal device 102, and the server 103 can all be achieved through this message channel.

[0054] In this embodiment of the application, combined with a message processing system, the message processing method provided in this embodiment generally includes the following steps: A second terminal device 102 receives a consultation message submitted by a client regarding a target service and sends the consultation message to a server 103; the server 103 receives the consultation message submitted by the client regarding the target service and obtains the message allocation method for the target service; if the message allocation method is a group sending method, the server 103 sends the consultation message to the first terminal devices 101 of N service objects corresponding to the target service. The target service object replies to the consultation message on its corresponding first terminal device 101. The first terminal device 101 corresponding to the target service object receives the reply message submitted by the target service object and sends the reply message to the server 103. The server 103 sends the reply message to the second terminal device corresponding to the client and displays the reply message on the display interface of the second terminal device 102, so that the client can determine whether the problem has been resolved. Furthermore, the server 103 can also send the reply message to the first terminal devices 101 corresponding to other service objects according to the message allocation method of the target service, so that other first terminal devices 101 reply to the message synchronously, avoiding duplicate replies to the consultation message.

[0055] Combining the various modules included in server 103, after receiving an inquiry message, server 103 determines the message distribution method through the service object record module. If the message distribution method is group sending, the inquiry message is sent to the N service objects corresponding to the target business through the session sending and receiving module. Simultaneously, after receiving a reply message from the target service object, server 103 uses the session sending and receiving module to return the reply message to the inquiry object. Alternatively, the message distribution method can also be determined through the service object record module; if the message distribution method is group sending, the reply message is sent to other service objects using the session sending and receiving module.

[0056] It should be noted that the data collection and processing described in this application should be strictly in accordance with the requirements of relevant laws and regulations, obtaining the informed consent or separate consent of the personal information subject, and conducting subsequent data use and processing within the scope of laws and regulations and the authorization of the personal information subject.

[0057] The message processing method proposed in the embodiments of this application will be described in detail below.

[0058] Please see Figure 2 This is a flowchart illustrating a message processing method disclosed in an embodiment of this application. This message processing method can be executed by a computer device, which may be... Figure 1 The message processing method shown in server 103 may specifically include, but is not limited to, the following steps:

[0059] S201: The server receives the inquiry message submitted by the inquiring party regarding the target business and obtains the message allocation method for the target business.

[0060] In this embodiment, the consultation target is the customer, and the service target is the customer service representative. The target business refers to customer service for different products. For example, when a customer encounters a problem while using a shopping product, audio-visual product, or communication product, they need to initiate customer service. A target business includes different customer service services. For instance, in a shopping product, there might be different merchants, and each merchant could have one customer service representative. Similarly, in an office product, there could be different functions, such as leave application and attendance tracking, with different functions corresponding to different customer service representatives.

[0061] In one possible implementation, the target business typically has a robot service object. When a user inquires about the target business, the robot service object initiates the response. For details, please refer to... Figure 3 This is a schematic diagram of a message display interface for a user seeking advice, as disclosed in an embodiment of this application. For example, after a user sends an inquiry message, the robot service responds, such as replying, "Hello, please describe your problem. A clear question will help me answer it. If you have clearly described your problem but still cannot get an answer, you can transfer to human service." When the user triggers... Figure 3 After the "human service" message appears in 301, a prompt similar to 302 will pop up on the interface: "You have now entered human service and can start consulting." After the person seeking consultation enters their consultation message, the server receives the message and then obtains the message allocation method for the target business to determine which service recipient the consultation message should be sent to. These service recipients are non-robot service recipients.

[0062] In one possible implementation, the message distribution method for the target business is set by a management object on the service object side. This management object can be any service object; alternatively, the management object may not be a service object itself, but rather a parent object that manages all service objects. Regardless of the scenario, the management object has the authority to set the message distribution method. Message distribution methods include group sending and single sending. In group sending, the number of recipients can be set; it can be a portion or all of all service personnel, but the selected number must be greater than or equal to two to meet the definition of group sending. In single sending, a service object can be specified, or a service object can be selected from multiple service objects based on the number of service personnel it serves. For example, when an inquiry message requires service from a service object, the service object with the fewest current service personnel is directly selected from N service objects as the service object for that inquiry message.

[0063] Assuming the management object for configuring message allocation methods is the target service object, the process for configuring message allocation methods for the first terminal device corresponding to the target service object includes: the first terminal device displays a message allocation method configuration interface, which includes message allocation options, including group sending and single sending options; the first terminal device obtains the target service object's selection operation on the message allocation method configuration interface; the first terminal device generates the message allocation method for the target service based on the selection operation and sends the message allocation method for the target service to the server. After receiving the message allocation method for the target service, the server stores it in the database so that it can directly retrieve the message allocation method from the database when it needs to allocate consultation messages. To further improve the accuracy of the message allocation method, after retrieving the message allocation method from the database, the server can check with the terminal device corresponding to the service object to see if the message allocation method has been updated. If it has been updated, the updated message allocation method is used, and the message allocation method in the database is updated synchronously; if it has not been updated, the message allocation method stored in the database is used directly.

[0064] Please see Figure 4This is a schematic diagram of a message distribution configuration interface disclosed in an embodiment of this application. The message distribution configuration interface may include message distribution options, including group sending options and single sending options; for example, 401 is the single sending option, and 402 is the group sending option. The single sending option includes two types: one is "distribute messages to the service objects with the fewest current service personnel," and the other is "prioritize distributing messages to previously served service objects." The group sending option also includes two types: one is "distribute messages to all service objects," and the other is "distribute messages to a subset of service objects." In the message distribution configuration interface, all service objects for the current target business can be displayed, and the management object selects a subset (e.g., N) of the service objects from all service objects (this method is not specified in the provided text). Figure 4 (as shown), where N is an integer greater than or equal to 2.

[0065] Optionally, managed objects can be configured with different message distribution methods for different time periods. For example, during peak hours, a mass message distribution method can be set to improve service efficiency; during off-peak hours, a single message distribution method can be set to save resources. Peak and off-peak periods differ for different target business needs. Flexible configuration of message distribution methods facilitates the processing of inquiry messages and improves the service attitude of service recipients.

[0066] In one possible implementation, after receiving a consultation message from a client, the server can check the validity of the message. This validity check primarily includes verifying the timeliness of the message and the legitimacy of the client. Specifically, this can include the following steps: the server obtains the message's characteristic information, which includes one or both of the client's information and the consultation time information; the server determines the service mode of the message based on its characteristic information; the service mode includes a re-service mode and a continued service mode. The re-service mode requires reassigning a service object to the current client, while the continued service mode does not require reassignment and can utilize existing service objects.

[0067] The process for determining the service mode of a consultation message is as follows: 1. If the feature information includes consultation time information, the service mode of the consultation message is determined based on the consultation time information. If the consultation time information of the consultation message includes multiple time nodes, and the time interval from the end time node to the current time node is greater than a set time threshold, the service mode of the consultation message is determined to be the re-service mode. If the consultation time information of the consultation message includes multiple time nodes, but the time interval from the end time node to the current time node is less than or equal to the set time threshold, the service mode of the consultation message is determined to be the continued service mode. If the consultation time information of the consultation message has only one time node, the service mode of the consultation message is determined to be the re-service mode. 2. If the feature information includes consultation object information, the service mode of the consultation message is determined based on the consultation object information. It is determined whether the consultation object has the permission to consult the message. If so, it is determined whether the consultation object has a historical service object. If so, the service mode of the consultation message is determined to be the continued service mode; if the consultation object does not have a historical service object, the service mode of the consultation message is determined to be the re-service mode. 3. If the feature information includes both consultation object information and consultation time information, the service mode of the consultation message is determined based on both consultation object information and consultation time information. In this scenario, the process involves determining whether the consultation message is new. If so, it involves determining whether the recipient of the consultation is a new recipient, and if so, setting the service mode for the consultation message to be "re-service mode." If the consultation message is new, but the recipient is not, the process involves determining the relationship between the time interval from the end time of the consultation message to the current time and a set time threshold. If the time interval is greater than the set time threshold, the service mode for the consultation message is set to "re-service mode." If the time interval is less than or equal to the set time threshold, the service mode for the consultation message is set to "continue service mode."

[0068] After determining the service mode of the consultation message, in one possible implementation, if the service mode of the consultation message is a reservice mode, the server performs the step of obtaining the message allocation method of the target business, and determines which service objects to send the consultation message to based on the message allocation method.

[0069] In another possible implementation, if the service mode of the consultation message is a continuation service mode, the server determines the second service object to receive the consultation message and sends the consultation message to the second service object. The second service object is the service object that has served the consultation object corresponding to the consultation message; the second service object is also the historical service object of that consultation object. Determining the service mode of the consultation message in advance can improve the processing efficiency of consultation messages. For example, if a consultation message is a follow-up consultation message after an initial consultation, there is no need to reassign a service object to the consultation message, thus saving resources.

[0070] S202: If the message distribution method is group sending, the server will send the consultation message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2.

[0071] In one possible implementation, if the message distribution method is mass messaging, the server sends the inquiry message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2. Simply put, in mass messaging, multiple service objects receive the inquiry message simultaneously, ensuring that the inquiry is seen by multiple service objects and can be responded to promptly. Compared to one service object serving one inquiry object, service objects can respond to inquiry messages much faster, shortening the inquiry object's waiting time. Furthermore, when multiple service objects serve one inquiry object, since different service objects have different areas of expertise, regardless of the type of inquiry message submitted, there will always be a more specialized service object that can reply to the message, eliminating the need for referral from one service object to another. This improves service efficiency and thus increases inquiry object satisfaction. Simultaneously, the synchronous reply message also allows for the sharing of experience and methods in handling inquiry messages, improving overall service capabilities.

[0072] After multiple service recipients receive an inquiry message, the message will be simultaneously displayed on the display screen of each service recipient's terminal device. Similarly, the conversation with the inquiring service recipient will also be displayed simultaneously on the message receiving screen of each service recipient. For example... Figure 5 The diagram shown is a schematic representation of a session interface for a service object disclosed in an embodiment of this application. Figure 5 (A) shows the session interface of service object A. Figure 5 (B) shows the session interface of service object B. As you can see, the session interfaces of both service objects simultaneously display sessions with the same client. For example, 501 and 502 are identical; therefore, both service object A and service object B can query these two sessions at any time.

[0073] In another possible implementation, if the message distribution method is single-send, the server can send the consultation message to a service object corresponding to the target business.

[0074] Based on the above description, the processing flow of the server after receiving an inquiry message can be described by combining the various modules included in server 103. (See also...) Figure 6 This is a flowchart of a consultation message processing method disclosed in an embodiment of this application, which may include, but is not limited to, the following steps:

[0075] S61: The person seeking consultation sends a consultation message to the service recipient.

[0076] S62: The server uses the session management module to determine whether the service mode of the current inquiry message is the continue service mode. If yes, proceed to step S63; otherwise, proceed to step S64.

[0077] S63: The server sends the inquiry message to the previous service object through the service object management module.

[0078] S64: The server uses the service object record module to determine the message distribution method of the current consultation message and whether the current message distribution method is a group message. If yes, proceed to step S65; otherwise, proceed to step S66.

[0079] S65: The server delivers the consultation message to the terminal devices corresponding to N service objects through the session sending and receiving module, where N is an integer greater than or equal to 2.

[0080] S66: The server delivers the consultation message to the corresponding terminal device in single-transmission mode through the session sending and receiving module.

[0081] S67: Inquiry message delivery completed.

[0082] In one possible implementation, while sending a consultation message to a service recipient, the server can also send a prompt message to the corresponding service recipient based on the consultation type of the message. This prompt message prompts the service recipient to respond to the consultation message. Based on the prompt message, the corresponding service recipient can respond more quickly, shortening the waiting time for the consultation recipient and thus improving service efficiency. Specifically, after receiving a consultation message, the server performs semantic analysis to determine the target consultation type. For example, if the consultation message sent by the recipient is "How to access the check-in application," the server, after semantic analysis, can determine that the target consultation type is "check-in related question." The server then obtains the consultation types corresponding to each service recipient, identifies at least one first service recipient from N service recipients that matches the target consultation type, and sends a prompt message to at least one first service recipient, displaying the prompt message on the display interface of the first service recipient's terminal device.

[0083] Taking the display of prompt information on the first terminal device corresponding to the target service object as an example, the first terminal device receives prompt information sent by the server to at least one first service object. The at least one first service object is determined by the server from N service objects based on the target consultation type of the consultation message. The target service object is any one of the at least one first service object. The first terminal device displays the prompt information through a display interface. The prompt information is used to prompt the target service object to input a reply message. The display position of the prompt information can be around the consultation message, including displaying the prompt information below the consultation message or displaying it after the consultation message. Alternatively, the prompt information can be directly linked to the consultation message using methods such as bubbles, floating elements, or suffixes. In this case, the target service object is any one of the at least one first service object.

[0084] The notification information includes the type of inquiry and the notification message. For example... Figure 7 The image shows a schematic diagram of a prompt message. On the service recipient's display interface, a prompt message like 701 is shown: "For check-in related issues, please reply promptly." When service recipients see the "Please reply promptly" prompt, they can respond quickly, shortening the waiting time for those seeking assistance and thus improving service efficiency.

[0085] In another possible implementation, if no service object matching the target consultation type is found from the N service objects, no prompt message needs to be sent. Alternatively, a third service object similar to the target consultation type can be determined from the N service objects, and a prompt message can be sent to this third service object. Another option is to send a prompt message to a specified service object, which can be the service object with the fewest service consultation requests (i.e., the least busy service object), or it can be all the N service objects. Alternatively, a service object can be randomly selected from the N service objects, and the prompt message can be sent to that service object.

[0086] Based on the above explanation, the process by which the server determines the target consultation type of a consultation message and how it sends notification information can be found in [link to relevant documentation]. Figure 8 This is a flowchart of a notification message sending method disclosed in an embodiment of this application, including but not limited to the following steps:

[0087] S81: The prompt for the service recipient to respond to the inquiry message begins.

[0088] S82: The server receives the inquiry message.

[0089] S83: The server performs semantic analysis on the consultation message to obtain the target consultation type to which the consultation message belongs.

[0090] S84: The server retrieves the consultation types corresponding to N service objects.

[0091] S85: Determine if any of the N service objects matches the target consultation type. If yes, proceed to step S86; otherwise, proceed to step S87.

[0092] S86: The server sends a notification message to the service recipient that matches the target consultation type.

[0093] S87: The server sends a notification message to the default service object. The default service object can be all service objects out of N service objects; it can be a third service object (a third service object similar to the target consultation type determined from N service objects); or it can be any service object from N randomly assigned service objects.

[0094] S88: The service recipient is prompted that the inquiry message has ended.

[0095] S203: The server receives the reply message returned by the target service object and sends the reply message to the consulting object. The reply message is the response message received by the target service object in response to the consulting message; the target service object is a service object among N service objects.

[0096] In one possible implementation, after a consultation message is sent to a service object, the service object returns a reply message to the server. The service object that replies to the consultation message is designated as the target service object, which is one of N service objects. If a first service object is determined based on the target consultation type of the consultation message, then the target service object is any one of the first service objects. The target service object inputs the reply message through a terminal device, which then sends the reply message to the server. After receiving the reply message, the server sends it back to the consultation object, allowing the consultation object to determine whether its question has been answered. If not, a new consultation message is initiated, directly sent to the previously served service object.

[0097] In one possible implementation, after the target service object returns a reply message to the inquiring object, it can also send the reply message to other service objects. Specifically, it sends the reply message to all service objects other than the target service object out of N service objects. This reply message triggers the terminal devices corresponding to the other service objects to display the reply message on their display interfaces. In this way, the target service object's reply message can be synchronously displayed on the display interfaces of other service objects. These other service objects can see the reply message in real time, eliminating the need to reply to the inquiring object again. This avoids the problem of multiple service objects replying simultaneously, prevents mutual interference, and improves service efficiency.

[0098] The same reply message will be displayed in the service interfaces of all service objects. If service object A sends a reply message, the same reply message will also be displayed in the display interface of service object B. For example... Figure 9 The diagram shown is a service interface diagram of a service object disclosed in an embodiment of this application. It can be seen that... Figure 9 (A) is the service interface of service object A. Figure 9 (B) is the service interface of service object B, but in terms of display, both show the same message. That is, when service object A replies, it will be synchronously displayed in the service interface of service object B. For example, 901 is the reply from service object A, but 903 is displayed in the service interface of service object B, and the content of 903 is the same as that of 901. Similarly, 904 is the reply from service object B, but 902 is displayed in the service interface of service object A, and the content of 902 is the same as that of 904. This avoids duplicate replies. Optionally, the service interface of the service object can also include a close option. If, after sending a reply message, the service object does not receive a new inquiry message from the inquiry object within a preset time interval, the service object can close the session with the inquiry object through the close option.

[0099] Based on the above description, the processing flow of the server after receiving a reply message can be described by combining the various modules included in server 103. (See also...) Figure 10 This is a flowchart of a reply message processing method disclosed in an embodiment of this application, including but not limited to the following steps:

[0100] S110: Start sending reply messages to the person being consulted.

[0101] S120: The server sends a reply message to the person seeking advice through the session sending and receiving module.

[0102] S130: The server determines whether the message distribution method is a mass sending method through the service object management module. If yes, proceed to step S140; otherwise, proceed to step S150.

[0103] S140: The server sends the reply message to the other service objects among the N service objects, excluding the target service object, through the session sending and receiving module.

[0104] S150: Reply message delivery completed.

[0105] In one possible implementation, the reply message carries identification information, including the object identifier of the target service object and a customer service message identifier. When the server receives a reply message from the target service object, it identifies the sender as a service object and records the object identifier of that target service object. The object identifier of the target service object is used to instruct the terminal devices corresponding to other service objects to display the target service object that sent the reply message. Additionally, when the server receives the reply message, it generates a customer service message identifier. This identifier instructs the terminal device of the inquiring user to display the reply message as a customer service message, helping the inquiring user distinguish between customer service messages and one-on-one conversation messages. Based on the customer service message identifier, the inquiring user can also quickly find the corresponding customer service message.

[0106] This embodiment describes how the server processes inquiry messages and reply messages. Based on the message distribution method, the server can send inquiry messages to multiple service objects to achieve many-to-one service, improving service efficiency and customer satisfaction. Furthermore, the server can also synchronize reply messages to other service objects according to the message distribution method, avoiding duplicate replies from service objects in many-to-one service scenarios and further improving service efficiency.

[0107] To better understand the execution flow of the message processing method, the following explanation illustrates the method through the interaction between a first terminal device, a second terminal device, and a server. The first terminal device is the device corresponding to the target service object, and the second terminal device is the device corresponding to the inquiry object. Please refer to [link to relevant documentation]. Figure 11 This is a flowchart illustrating another message processing method disclosed in an embodiment of this application, including but not limited to the following steps:

[0108] S1101: The second terminal device sends a consultation message for the target service to the server.

[0109] Inquiry messages are entered by the inquiring party through the display interface of a second terminal device. At the same time, multiple second terminal devices may simultaneously send inquiry messages to the server; one inquiry message corresponds to one session. For example... Figure 5 As shown in 501, "Afcfdf" and "IVDC" are two consultation objects, and therefore, they are two corresponding sessions.

[0110] S1102: The server determines the service object based on the message distribution method.

[0111] The target service differs depending on the message distribution method. If the message distribution method is group sending, the server sends the inquiry message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2. If the message distribution method is single sending, the server sends the inquiry message to only one service object corresponding to the target business. Regardless of the method, the inquiry message will be sent to the target service object. If the message distribution method is group sending, the target service object is one of the N service objects; if the message distribution method is single sending, the target service object is the one determined according to rules, such as the least busy service object.

[0112] S1103: The server sends the consultation message to the first terminal device corresponding to the target service object. If the message distribution method is group sending, in addition to the first terminal device corresponding to the target service object receiving the consultation message, the terminal devices of the other service objects among the N service objects, excluding the target service object, will also receive the consultation message.

[0113] S1104: The first terminal device returns a reply message to the server. The reply message is entered by the target service recipient in response to the inquiry message on the display interface of the second terminal device.

[0114] S1105: The server sends a reply message to the second terminal device.

[0115] S1106: If the message distribution method is group sending, the server will send the reply message to the terminal devices corresponding to the other service objects among the N service objects, excluding the target service object.

[0116] In this embodiment, the message processing flow can be more clearly understood through the interaction between the first terminal device, the second terminal device, and the server. This method offers the following advantages:

[0117] 1. Improve service efficiency: In the mass mailing mode, multiple service recipients can be served simultaneously, which can effectively handle more inquiry messages, shorten the waiting time of the inquiries, and improve service efficiency.

[0118] 2. Improve service quality: Each service recipient has their own expertise and area of ​​strength. When multiple service recipients are served at the same time, the service recipient with expertise in that type of inquiry can respond and handle the inquiry, thereby improving service quality.

[0119] 3. Enhance information sharing: When multiple service recipients are served simultaneously, the response messages of the target service recipient are displayed synchronously on the interfaces of other service recipients, avoiding duplicate answers. It also allows for the sharing of experience and methods for handling inquiry messages, thereby improving overall service capabilities.

[0120] 4. Improve customer satisfaction: Customers can get answers to their questions faster, which improves their service experience and thus increases customer satisfaction.

[0121] 5. Reduce workload: Serving multiple clients together can share workload, improve work efficiency, and also help improve the work status and service attitude of the clients.

[0122] Based on the above method embodiments, this application also provides a schematic diagram of the structure of a message processing device. See also... Figure 12 This is a schematic diagram of the structure of a message processing device provided in an embodiment of this application.

[0123] Figure 12 The message processing device 1200 shown can operate the following units:

[0124] The transceiver unit 1201 is used to receive consultation messages submitted by the consultation object for the target business, and to obtain the message allocation method of the target business;

[0125] The transceiver unit 1201 is further configured to send the consultation message to N service objects corresponding to the target service if the message distribution method is a group sending method, where N is an integer greater than or equal to 2;

[0126] The transceiver unit 1201 is further configured to receive a reply message returned by the target service object and send the reply message to the consulting object, wherein the reply message is obtained by the target service object in response to the consulting message; the target service object is a service object among the N service objects.

[0127] In one possible implementation, the transceiver unit 1201 is further configured to perform the following steps:

[0128] The reply message is sent to the other service objects among the N service objects besides the target service object, and the reply message is used to trigger the terminal devices corresponding to the other service objects to display the reply message through the display interface.

[0129] In one possible implementation, the processing unit 1202 is used to perform semantic analysis on the consultation message to obtain the target consultation type to which the consultation message belongs;

[0130] The determining unit 1203 is used to determine at least one first service object corresponding to the target consultation type from the N service objects, and send a prompt message to the at least one first service object. The prompt message is used to prompt the at least one first service object to reply to the consultation message. The target service object is any one of the at least one first service object.

[0131] In one possible implementation, the acquisition unit 1204 is used to acquire the feature information of the consultation message, the feature information including one or both of consultation object information and consultation time information;

[0132] The determining unit 1203 is further configured to determine the service mode of the consultation message based on the feature information of the consultation message;

[0133] The processing unit 1202 is further configured to execute the step of obtaining the message allocation method of the target service if the service mode of the consultation message is a re-service mode.

[0134] In one possible implementation, the determining unit 1203 is further configured to, if the service mode of the consultation message is a continue service mode, determine the second service object receiving the consultation message and send the consultation message to the second service object, wherein the second service object is a service object that has served the consultation object corresponding to the consultation message.

[0135] In one possible implementation, the reply message carries identification information, which includes an object identifier of the target service object and a customer service message identifier. The object identifier of the target service object is used to instruct the terminal device corresponding to the other service object to display the target service object that sent the reply message. The customer service message identifier is used to instruct the terminal device of the inquiring object to display the message type of the reply message as a customer service message.

[0136] It is understood that the functions of each functional unit of the message processing device provided in the embodiments of this application can be specifically implemented according to the methods in the above method embodiments, and the specific implementation process can be referred to the relevant descriptions in the above method embodiments, which will not be repeated here.

[0137] In feasible embodiments, the message processing device provided in this application can be implemented in software. The message processing device can be stored in a memory and can be software in the form of programs and plug-ins. It includes a series of units, including a sending and receiving unit, a processing unit, a determining unit, and an acquiring unit. The sending and receiving unit, the processing unit, the determining unit, and the acquiring unit are used to implement the message processing method provided in this application.

[0138] In other feasible embodiments, the message processing device provided in this application embodiment can also be implemented in a combination of hardware and software. As an example, the message processing device provided in this application embodiment can be a processor in the form of a hardware decoding processor, which is programmed to implement the message processing method provided in this application embodiment. For example, the processor in the form of a hardware decoding processor can be one or more application specific integrated circuits (ASICs), DSPs, programmable logic devices (PLDs), complex programmable logic devices (CPLDs), field-programmable gate arrays (FPGAs), or other electronic components.

[0139] In this embodiment of the application, combined with a message processing device, the method includes: a transceiver unit receiving a consultation message submitted by a consultation object regarding a target service, and obtaining the message allocation method of the target service; if the message allocation method is a group sending method, the transceiver unit sends the consultation message to N service objects corresponding to the target service, where N is an integer greater than or equal to 2; the transceiver unit receives a reply message returned by the target service object, and sends the reply message to the consultation object, wherein the reply message is obtained by the target service object in response to the consultation message; the target service object is one of the N service objects. The service object replying to the consultation message is one of the multiple service objects that received the consultation message. Compared to one service object serving one consultation object, multiple objects serving simultaneously can improve the response speed of consultation messages, increase service efficiency, and improve customer satisfaction.

[0140] Based on the description of the above method embodiments, this application also proposes a message processing apparatus. Please refer to [link to relevant documentation]. Figure 13 This is a schematic diagram of another message processing device provided in an embodiment of this application. Figure 13 The message processing device 1300 shown can operate the following units:

[0141] The transceiver unit 1301 is used to receive consultation messages for the target service sent by the server to N service objects corresponding to the target service when the message distribution method of the target service is group sending mode. The consultation messages are submitted to the server by the consultation objects. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2.

[0142] Display unit 1302 is used to output the consultation message through a display interface and to obtain the reply message input by the target service object in response to the consultation message;

[0143] The transceiver unit 1301 is further configured to send the reply message to the server, so that the server sends the reply message to the inquiring party.

[0144] In one possible implementation, the transceiver unit 1301 is further configured to receive a prompt message sent by the server to at least one first service object, wherein the at least one first service object is determined by the server from the N service objects according to the target consultation type to which the consultation message belongs, and the target service object is any one of the at least one first service object;

[0145] The display unit 1302 is also used to display prompt information through the display interface; the prompt information is used to prompt the target service object to input the reply message.

[0146] In one possible implementation, the display unit 1302 is further configured to display a message allocation method configuration interface through the display interface, the message allocation method configuration interface including message allocation options, the message allocation options including a group sending method option and a single sending method option;

[0147] Acquisition unit 1303 is used to acquire the selection operation of the target service object for the message allocation method configuration interface;

[0148] The transceiver unit 1301 is further configured to generate a message allocation method for the target service based on the selection operation, and send the message allocation method for the target service to the server.

[0149] It is understood that the functions of each functional unit of the message processing device provided in the embodiments of this application can be specifically implemented according to the methods in the above method embodiments, and the specific implementation process can be referred to the relevant descriptions in the above method embodiments, which will not be repeated here.

[0150] In feasible embodiments, the message processing device provided in this application can be implemented in software. The message processing device can be stored in a memory and can be software in the form of programs and plug-ins. It includes a series of units, including a sending and receiving unit, a display unit, and an acquisition unit. The sending and receiving unit, the display unit, and the acquisition unit are used to implement the message processing method provided in this application.

[0151] In other feasible embodiments, the message processing device provided in this application embodiment can also be implemented in a combination of hardware and software. As an example, the message processing device provided in this application embodiment can be a processor in the form of a hardware decoding processor, which is programmed to implement the message processing method provided in this application embodiment. For example, the processor in the form of a hardware decoding processor can be one or more application specific integrated circuits (ASICs), DSPs, programmable logic devices (PLDs), complex programmable logic devices (CPLDs), field-programmable gate arrays (FPGAs), or other electronic components.

[0152] In this embodiment of the application, combined with a message processing device, the method includes: a receiving unit receiving a consultation message sent by a server to N service objects corresponding to the target service when the message distribution method of the target service is a group sending method; the consultation message is submitted to the server by the consultation object; and the first terminal device is the terminal device corresponding to the target service object among the N service objects; a display unit outputting the consultation message through a display interface and obtaining a reply message input by the target service object in response to the consultation message; and a sending and receiving unit sending the reply message to the server so that the server sends the reply message to the consultation object. Through this method, multiple service objects can serve one consultation object simultaneously, and the consultation message can be answered by one of the multiple service objects, thereby improving customer service efficiency. Since multiple service objects serve simultaneously, when encountering some more technical questions, there is always one service object among the multiple service objects that can solve the problem, shortening the customer's waiting time and thus improving customer satisfaction.

[0153] Based on the descriptions of the method and apparatus embodiments above, this application also provides a computer device; this computer device may be the terminal device mentioned above, or it may be the server mentioned above. Please refer to... Figure 14 The computer device may include at least a processor 1401, an input interface 1402, an output interface 1403, and a computer-readable storage medium 1404; wherein the processor 1401, the input interface 1402, the output interface 1403, and the computer-readable storage medium 1404 may be connected by a bus or other connection methods.

[0154] The computer-readable storage medium 1404 can be stored in the memory of a computer device. The computer-readable storage medium 1404 is used to store computer programs, including computer instructions. The processor 1401 is used to execute the program instructions stored in the computer-readable storage medium 1404. The processor 1401 (or CPU (Central Processing Unit)) is the computing and control core of the computer device, suitable for implementing one or more computer instructions, specifically suitable for loading and executing one or more computer instructions to achieve corresponding method flows or corresponding functions.

[0155] This application also provides a computer-readable storage medium (Memory), which is a memory device in a computer device used to store programs and data. It is understood that the computer-readable storage medium here can include both built-in storage media in the computer device and extended storage media supported by the computer device. The computer-readable storage medium provides storage space that stores the operating system of the computer device. Furthermore, this storage space also stores one or more computer programs (including program code) suitable for loading and execution by a processor. It should be noted that the computer-readable storage medium here can be high-speed RAM or non-volatile memory, such as at least one disk storage device; optionally, it can also be at least one computer-readable storage medium located remotely from the aforementioned processor.

[0156] In some embodiments, when the computer device is a server, the processor 1401 may load and execute one or more computer instructions stored in the computer-readable storage medium 1404 to implement the corresponding steps of the above-described message processing method. Specifically, the computer program in the computer-readable storage medium 1404 is loaded by the processor 1401 and executed as follows:

[0157] Receive consultation messages from the consultation recipient regarding the target business, and obtain the message allocation method for the target business;

[0158] If the message distribution method is a group sending method, then the consultation message will be sent to N service objects corresponding to the target business, where N is an integer greater than or equal to 2;

[0159] Receive a response message from the target service object and send the response message to the consulting object. The response message is obtained by the target service object in response to the consulting message. The target service object is one of the N service objects.

[0160] In one possible implementation, the computer program in the computer-readable storage medium 1404 is further loaded by the processor 1401 and executed in the following steps:

[0161] The reply message is sent to the other service objects among the N service objects besides the target service object, and the reply message is used to trigger the terminal devices corresponding to the other service objects to display the reply message through the display interface.

[0162] In one possible implementation, the computer program in the computer-readable storage medium 1404 is loaded by the processor 1401 and executed as follows:

[0163] The consultation message is subjected to semantic analysis to obtain the target consultation type to which the consultation message belongs;

[0164] From the N service objects, at least one first service object corresponding to the target consultation type is determined, and a prompt message is sent to the at least one first service object to prompt the at least one first service object to reply to the consultation message. The target service object is any one of the at least one first service object.

[0165] In one possible implementation, the computer program in the computer-readable storage medium 1404 is further loaded by the processor 1401 and executed in the following steps:

[0166] Obtain the feature information of the consultation message, wherein the feature information includes one or both of the consultation object information and consultation time information;

[0167] The service mode of the consultation message is determined based on its characteristic information.

[0168] If the service mode of the consultation message is a reservice mode, then the step of obtaining the message allocation method of the target service is executed.

[0169] In one possible implementation, the computer program in the computer-readable storage medium 1404 is further loaded by the processor 1401 and executed in the following steps:

[0170] If the service mode of the consultation message is the continued service mode, then the second service object to receive the consultation message is determined, and the consultation message is sent to the second service object, which is the service object that has served the consultation object corresponding to the consultation message.

[0171] In one possible implementation, the reply message carries identification information, which includes an object identifier of the target service object and a customer service message identifier. The object identifier of the target service object is used to instruct the terminal device corresponding to the other service object to display the target service object that sent the reply message. The customer service message identifier is used to instruct the terminal device of the inquiring object to display the message type of the reply message as a customer service message.

[0172] In some embodiments, when the computer device is a first terminal device, the processor 1401 may load and execute one or more computer programs stored in the computer-readable storage medium 1404 to implement the corresponding steps of the above-described message processing method. Specifically, the computer program in the computer-readable storage medium 1404 is loaded and executed by the processor 1401 in the following steps:

[0173] When the message distribution method of the target service is group sending, the receiving server sends consultation messages for the target service to N service objects corresponding to the target service. The consultation messages are submitted to the server by the consultation objects. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2.

[0174] The consultation message is displayed on the interface, and the response message from the target service recipient in response to the consultation message is obtained.

[0175] The reply message is sent to the server, so that the server sends the reply message to the person seeking advice.

[0176] In one possible implementation, the computer program in the computer-readable storage medium 1404 is further loaded by the processor 1401 and executed in the following steps:

[0177] The server receives a prompt message sent to at least one first service object, wherein the at least one first service object is determined by the server from the N service objects according to the target consultation type to which the consultation message belongs, and the target service object is any one of the at least one first service object;

[0178] The display interface shows a prompt message; the prompt message is used to prompt the target service recipient to input the reply message.

[0179] In one possible implementation, the computer program in the computer-readable storage medium 1404 is further loaded by the processor 1401 and executed in the following steps:

[0180] The message distribution method configuration interface is displayed through the display interface. The message distribution method configuration interface includes message distribution options, including group sending options and single sending options.

[0181] Obtain the selection operation of the target service object in the message distribution method configuration interface;

[0182] The message allocation method for the target service is generated based on the selection operation, and the message allocation method for the target service is sent to the server.

[0183] According to one aspect of this application, a computer program product is provided, comprising a computer program stored in a computer-readable storage medium. A processor of a computer device reads the computer program from the computer-readable storage medium and executes the computer program, causing the computer device to perform the message processing methods provided in the various alternative embodiments described above.

[0184] It should be noted that, for the sake of simplicity, the foregoing method embodiments are all described as a series of actions. However, those skilled in the art should understand that this application is not limited to the described order of actions, as some steps may be performed in other orders or simultaneously according to this application. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are preferred embodiments, and the actions and modules involved are not necessarily essential to this application.

[0185] In the several embodiments provided in this application, it should be understood that the disclosed apparatus can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative, and the division of modules described above is only a logical functional division. In actual implementation, there may be other division methods. For example, multiple modules or components may be combined or integrated into another system, or some features may be ignored or not executed.

[0186] In the embodiments of this application, the terms "module" or "unit" refer to a computer program or part of a computer program that has a predetermined function and works with other related parts to achieve a predetermined goal, and can be implemented wholly or partially using software, hardware (such as processing circuitry or memory), or a combination thereof. Similarly, a processor (or multiple processors or memory) can be used to implement one or more modules or units. Furthermore, each module or unit can be part of an overall module or unit that includes the functionality of that module or unit.

[0187] The above description is merely a specific embodiment of this application, but the scope of protection of this application is not limited thereto. Any variations or substitutions that can be easily conceived by those skilled in the art within the technical scope disclosed in this application should be included within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. A message processing method, characterized in that, The method includes: The server receives a consultation message from the client regarding a target business and obtains the message allocation method for that target business. If the message distribution method is a group sending method, the server will send the consultation message to N service objects corresponding to the target business, where N is an integer greater than or equal to 2; The server receives a response message from the target service object and sends the response message to the consulting object. The response message is obtained by the target service object in response to the consulting message. The target service object is one of the N service objects.

2. The method according to claim 1, characterized in that, The method further includes: The server sends the reply message to the other service objects among the N service objects besides the target service object. The reply message is used to trigger the terminal devices corresponding to the other service objects to display the reply message through the display interface.

3. The method according to claim 1 or 2, characterized in that, The method further includes: The server performs semantic analysis on the consultation message to obtain the target consultation type to which the consultation message belongs; The server determines at least one first service object corresponding to the target consultation type from the N service objects, and sends a prompt message to the at least one first service object. The prompt message is used to prompt the at least one first service object to reply to the consultation message. The target service object is any one of the at least one first service object.

4. The method according to claim 1 or 2, characterized in that, The method further includes: The server obtains the feature information of the consultation message, and the feature information includes one or both of the consultation object information and consultation time information; The server determines the service mode of the consultation message based on the feature information of the consultation message; If the service mode of the consultation message is a reservice mode, then the server executes the step of obtaining the message allocation method of the target service.

5. The method according to claim 4, characterized in that, The method further includes: If the service mode of the consultation message is the continued service mode, the server determines the second service object to receive the consultation message and sends the consultation message to the second service object, which is the service object that has served the consultation object corresponding to the consultation message.

6. The method according to claim 2, characterized in that, The reply message carries identification information, which includes an object identifier of the target service object and a customer service message identifier. The object identifier of the target service object is used to instruct the terminal device corresponding to the other service object to display the target service object that sent the reply message. The customer service message identifier is used to instruct the terminal device of the inquiring object to display the message type of the reply message as a customer service message.

7. A message processing method, characterized in that, The method includes: When the message distribution method of the target service is group sending, the first terminal device receives the consultation message for the target service sent by the server to N service objects corresponding to the target service. The consultation message is submitted to the server by the consultation object. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2. The first terminal device outputs the inquiry message through a display interface and obtains the reply message input by the target service object in response to the inquiry message; The first terminal device sends the reply message to the server, so that the server sends the reply message to the person seeking advice.

8. The method according to claim 7, characterized in that, The method further includes: The first terminal device receives a prompt message sent by the server to at least one first service object. The at least one first service object is determined by the server from the N service objects according to the target consultation type to which the consultation message belongs. The target service object is any one of the at least one first service object. The first terminal device displays a prompt message through the display interface; the prompt message is used to prompt the target service object to input the reply message.

9. The method according to claim 7 or 8, characterized in that, The method further includes: The first terminal device displays a message allocation method configuration interface through the display interface. The message allocation method configuration interface includes message allocation options, which include a group sending option and a single sending option. The first terminal device obtains the selection operation of the target service object for the message distribution method configuration interface; The first terminal device generates the message allocation method for the target service according to the selection operation, and sends the message allocation method for the target service to the server.

10. A message processing device, characterized in that, The device includes: The transceiver unit is used to receive consultation messages submitted by the consultation object regarding the target business, and to obtain the message allocation method of the target business; The transceiver unit is further configured to send the consultation message to N service objects corresponding to the target service if the message distribution method is a group sending method, where N is an integer greater than or equal to 2; The transceiver unit is further configured to receive a reply message returned by the target service object and send the reply message to the consulting object, wherein the reply message is obtained by the target service object in response to the consulting message; the target service object is a service object among the N service objects.

11. A message processing device, characterized in that, The device includes: The transceiver unit is used to receive consultation messages for the target service sent by the server to N service objects corresponding to the target service when the message distribution method of the target service is group sending. The consultation messages are submitted to the server by the consultation objects. The first terminal device is the terminal device corresponding to the target service object among the N service objects, and N is an integer greater than or equal to 2. The display unit is used to output the consultation message through the display interface and to obtain the reply message input by the target service object in response to the consultation message; The transceiver unit is further configured to send the reply message to the server, so that the server sends the reply message to the inquiring party.

12. A computer device, characterized in that, The computer device includes: A processor, suitable for implementing one or more computer programs; and, A computer-readable storage medium storing one or more computer programs adapted to be loaded by the processor and executed as described in any one of claims 1-6 or 7-9.

13. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores one or more computer programs, which are adapted to be loaded by a processor and executed by the message processing method as described in any one of claims 1-6 or 7-9.

14. A computer program product, characterized in that, The computer program product includes a computer program stored in a computer-readable storage medium, a processor of a computer device reading the computer program from the computer-readable storage medium, and the processor executing the computer program to cause the computer device to perform the message processing method as described in any one of claims 1-6 or 7-9.

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