Session transfer processing method and device, computer equipment and storage medium

Abstract

The invention relates to a session transfer processing method and device, computer equipment, a storage medium and a computer program product. The method comprises the following steps: in response to a session object transfer request initiated by a target object, extracting a target session identifier and an enterprise identifier for identifying a target enterprise from the session object transfer request; querying a session message set indicated by the target session identifier from an enterprise session message set indicated by the enterprise identifier, and determining a first message identifier matched with the first customer service from message identifiers of the session message set; based on the first message identifier, obtaining a plurality of first session messages generated by the session between the target object and the first customer service from a session message set; and transferring the session object of the target object from the first customer service to a second customer service of the target enterprise identified by the enterprise identifier, and providing a plurality of first session messages for the second customer service. By adopting the method, the accuracy of session transfer processing can be improved.

Description

Technical Field

[0001] This application relates to the field of computer technology, and in particular to a method, apparatus, computer device, and storage medium for session transfer processing. Background Technology

[0002] With the development of computer technology, information transmission via the internet has become increasingly common, such as through social instant messaging applications and office instant messaging applications for conversational communication. Based on this, customer service systems, as frequently used systems to serve users, handle inquiries from different users. Currently, responding to a user's inquiry may involve multiple customer service representatives. The more representatives involved, the greater the volume of message stream reading and writing required for message retrieval between them. This large volume of message stream reading and writing necessitates significant processing time, thus affecting the timeliness of session transfer processing. Therefore, improving the efficiency of session transfer processing is an urgent problem to be solved. Summary of the Invention

[0003] Therefore, it is necessary to provide a method, apparatus, computer device, and storage medium for session transfer processing that can improve the efficiency of session transfer processing, in order to address the aforementioned technical problems.

[0004] Firstly, this application provides a method for session transfer processing. The method includes:

[0005] In the case of a conversation between the target object and the first customer service of the target enterprise, in response to the conversation object transfer request initiated by the target object, the target conversation identifier and the enterprise identifier used to identify the target enterprise are extracted from the conversation object transfer request.

[0006] From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the session message set; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0007] Based on the first message identifier, multiple first conversation messages generated by the target object and the first customer service representative are obtained from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0008] The target's session object is transferred from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and multiple first session messages are provided to the second customer service representative.

[0009] Secondly, this application also provides a session transfer processing apparatus. The apparatus includes:

[0010] The target session identifier extraction module is used to extract the target session identifier and the enterprise identifier used to identify the target enterprise from the session object transfer request initiated by the target object when the target object is having a session with the first customer service of the target enterprise.

[0011] The message identifier determination module is used to query the set of session messages indicated by the target session identifier from the set of enterprise session messages indicated by the enterprise identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the set of session messages; the first message identifier is the message identifier assigned to the first session message when the first session message is generated between the target object and the first customer service representative; the first message identifier is the message identifier assigned to the first session message when the first session message is generated between the target object and the first customer service representative.

[0012] The conversation message acquisition module is used to acquire multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set based on the first message identifier; there is a mapping record between the first message identifier and the multiple first conversation messages; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0013] The session transfer module is used to transfer the session object of the target object from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and to provide the second customer service representative with multiple first session messages.

[0014] Thirdly, this application also provides a computer device. The computer device includes a memory and a processor, the memory storing a computer program, and the processor executing the computer program to perform the following steps:

[0015] In the case of a conversation between the target object and the first customer service of the target enterprise, in response to the conversation object transfer request initiated by the target object, the target conversation identifier and the enterprise identifier used to identify the target enterprise are extracted from the conversation object transfer request.

[0016] From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the session message set; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0017] Based on the first message identifier, multiple first conversation messages generated by the target object and the first customer service representative are obtained from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0018] The target's session object is transferred from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and multiple first session messages are provided to the second customer service representative.

[0019] Fourthly, this application also provides a computer-readable storage medium. The computer-readable storage medium stores a computer program thereon, which, when executed by a processor, performs the following steps:

[0020] In the case of a conversation between the target object and the first customer service of the target enterprise, in response to the conversation object transfer request initiated by the target object, the target conversation identifier and the enterprise identifier used to identify the target enterprise are extracted from the conversation object transfer request.

[0021] From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the session message set; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0022] Based on the first message identifier, multiple first conversation messages generated by the target object and the first customer service representative are obtained from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0023] The target's session object is transferred from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and multiple first session messages are provided to the second customer service representative.

[0024] Fifthly, this application also provides a computer program product. The computer program product includes a computer program that, when executed by a processor, performs the following steps:

[0025] In the case of a conversation between the target object and the first customer service of the target enterprise, in response to the conversation object transfer request initiated by the target object, the target conversation identifier and the enterprise identifier used to identify the target enterprise are extracted from the conversation object transfer request.

[0026] From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the session message set; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0027] Based on the first message identifier, multiple first conversation messages generated by the target object and the first customer service representative during a conversation are obtained from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0028] The target's session object is transferred from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and multiple first session messages are provided to the second customer service representative.

[0029] In the aforementioned method, apparatus, computer equipment, storage medium, and computer program product for session transfer processing, when a target object is having a session with a first customer service representative of a target enterprise, if the target object needs to transfer the session to a second customer service representative within the same target enterprise as the first customer service representative, the target object will initiate a session object transfer request to transfer the current session with the first customer service representative to the second customer service representative. In response to the session object transfer request initiated by the target object, a target session identifier and an enterprise identifier used to identify the target enterprise are extracted from the session object transfer request. Then, the session message set indicated by the target session identifier is queried from the enterprise session message set indicated by the enterprise identifier. The target session identifier is used to indicate the session messages generated in the session related to the target object's current session. Since it is necessary to ensure that the customer service representative receiving the session transfer can know the session messages generated between the target object and the first customer service representative when a session transfer is required, it is necessary to determine a first message identifier matching the first customer service representative from the message identifiers in the session message set. The first message identifier is the message identifier assigned to the first first session message when the first first session message is generated between the target object and the first customer service representative. That is, when the target object is having a session with the first customer service representative, the generation and allocation of message identifiers only occurs when the first first session message is generated.

[0030] Then, based on the first message identifier, multiple first-session messages generated during the conversation between the target object and the first customer service representative are retrieved from the session message set. A mapping record exists between the first message identifier and these multiple first-session messages; that is, all first-session messages generated during the conversation between the target object and the first customer service representative are only mapped by the first message identifier. This transfers the target object's session from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provides the second customer service representative with multiple first-session messages. Since the session identifier can identify all session messages related to the target object, and the message identifier can accurately locate all session messages between the target object and the customer service representative from all session messages, when transferring sessions between different customer service representatives within the same enterprise, the session identifier and message identifier can be used to selectively extract all session messages between the target object and the first customer service representative whose session is being transferred. This avoids pulling all message streams, reduces data read / write volume, and lowers message processing time, thereby improving the efficiency of session transfer processing. Attached Figure Description

[0031] Figure 1 This is an application environment diagram of a session transfer processing method in one embodiment;

[0032] Figure 2 This is a schematic diagram of the system framework of a message processing system in one embodiment;

[0033] Figure 3This is a flowchart illustrating a session transfer processing method in one embodiment;

[0034] Figure 4 This is a schematic diagram of a customer service session displayed in one embodiment.

[0035] Figure 5 This is a flowchart illustrating a session transfer processing method in another embodiment;

[0036] Figure 6 This is a schematic diagram of the interface for continuing a session in one embodiment;

[0037] Figure 7 This is a flowchart illustrating the session transfer processing method in yet another embodiment;

[0038] Figure 8 This is a flowchart illustrating the session transfer processing method in another embodiment;

[0039] Figure 9 This is a flowchart illustrating a message query method in one embodiment;

[0040] Figure 10 This is a schematic diagram of the interface for enterprise management session messages in one embodiment;

[0041] Figure 11 This is a complete flowchart of a session transfer processing method in one embodiment;

[0042] Figure 12 This is a structural block diagram of a session transfer processing device in one embodiment;

[0043] Figure 13 This is an internal structural diagram of a computer device in one embodiment. Detailed Implementation

[0044] To make the objectives, technical solutions, and advantages of this application clearer, the following detailed description is provided in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the scope of this application.

[0045] With the development of computer technology, information transmission via the internet has become increasingly common, such as through social instant messaging applications and office instant messaging applications for conversational communication. Based on this, customer service systems, as frequently used systems to serve users, handle inquiries from different users. Currently, responding to a user's inquiry may involve multiple customer service representatives. The more representatives involved, the greater the volume of message stream reading and writing required for message retrieval between them. This large volume of message stream reading and writing necessitates significant processing time, thus affecting the timeliness of session transfer processing. Therefore, improving the efficiency of session transfer processing is an urgent problem to be solved.

[0046] Based on this, embodiments of this application provide a session transfer processing method that improves session transfer processing efficiency. The session transfer processing method provided in this application embodiment can be applied to, for example... Figure 1 In the application environment shown, terminal 102 communicates with server 104 via a network. A data storage system can store the data that server 104 needs to process. The data storage system can be integrated onto server 104, or it can be located in the cloud or on another server.

[0047] Specifically, taking server 104 as an example, when a target object is having a conversation with the first customer service representative of the target enterprise, server 104 responds to a conversation object transfer request initiated by the target object and extracts the target conversation identifier and the enterprise identifier used to identify the target enterprise from the conversation object transfer request. Based on this, server 104 uses the extracted target conversation identifier to query the conversation message set indicated by the enterprise identifier from the enterprise conversation message set indicated by the enterprise identifier, and determines the first message identifier that matches the first customer service representative from the message identifiers in the conversation message set. The first message identifier is the message identifier assigned to the first first conversation message when the target object and the first customer service representative generate the first first conversation message. Then, based on the first message identifier, server 104 retrieves multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages. Finally, server 104 can transfer the target object's session object from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provide the second customer service representative with multiple first session messages. Since the session identifier can identify all session messages related to the target object, and the message identifier can accurately locate all session messages between the target object and the customer service representative from all session messages, when transferring sessions between different customer service representatives, the session identifier and message identifier can be used to selectively extract all session messages between the target object and the first customer service representative whose session is being transferred. This avoids pulling all message streams, reduces data read and write volume, reduces message processing time, and thus improves the efficiency of session transfer processing.

[0048] The terminal 102 can be, but is not limited to, various desktop computers, laptops, smartphones, tablets, IoT devices, and portable wearable devices. IoT devices can include smart speakers, smart TVs, smart air conditioners, and smart in-vehicle devices. Portable wearable devices can include smartwatches, smart bracelets, and head-mounted devices. The server 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, and big data and artificial intelligence platforms. The terminal and server can be directly or indirectly connected via wired or wireless communication, which is not limited herein. The session transfer processing method provided in the application embodiments can be applied to various scenarios, including but not limited to cloud technology and artificial intelligence.

[0049] For ease of understanding, the session transfer processing in this embodiment is specifically performed within the message processing system. The message processing system in this embodiment is briefly described below. Figure 2 The diagram shows a message processing system framework. The system includes a message system 202 and a customer service system 204. Message system 202 receives and delivers messages, and it also forwards messages and requests through customer service system 204. Specifically, message system 202 receives and processes requests and conversation messages from users forwarded by customer service system 204, and similarly, it receives and processes requests and conversation messages from customer service agents forwarded by customer service system 204. Customer service system 204 maintains customer service conversations, monitors the entire process of each conversation between a customer service agent and a user, and records key conversation nodes. These key nodes include: the start of a conversation between a customer service agent and a user; the chatbot's reception of the user; the transfer of the conversation from chatbot to human customer service for the same user; successful transfer of the conversation by human customer service; and the end of the conversation between the customer service agent and the user. The session transfer processing method provided in this application is mainly used in the process of transferring chatbot customer service to human customer service for the same consulting user. However, the session transfer processing method can also be applied to the entire customer service session process between the consulting user and the agent.

[0050] Secondly, the session transfer processing in this application is mainly applied to customer service scenarios where users initiate inquiries to customer service. These customer service scenarios are mainly online interactive service scenarios, which can include online service inquiries, online shopping service consultations, online after-sales service consultations, online virtual item interaction consultations, etc. Therefore, this application does not specifically limit the specific application scenarios.

[0051] The following examples illustrate this in detail: In one example, as... Figure 3 As shown, a method for session transfer processing is provided, which is applied to... Figure 1 Taking server 104 as an example, it can be understood that this method can also be applied to terminal 102, and also to a system including terminal 102 and server 104, and is implemented through the interaction between terminal 102 and server 104. In this embodiment, the method includes the following steps:

[0052] Step 302: In the case of a conversation between the target object and the first customer service of the target enterprise, in response to the conversation object transfer request initiated by the target object, extract the target conversation identifier and the enterprise identifier used to identify the target enterprise from the conversation object transfer request.

[0053] In this context, the target object is the individual interacting with customer service; that is, the object requiring customer service assistance. For example, in an online shopping scenario, if a customer needs to inquire about a specific item, they can initiate a session creation request, making the customer who initiates the request the target object. Similarly, if an application encounters a problem (crash or error message) while using an app, it can also initiate a customer service inquiry regarding the app's functionality, thus becoming the target object. It's important to understand that the target object needs to be determined based on the specific application scenario and the specific object interacting with customer service within that scenario; no specific limitations are imposed at this stage.

[0054] Secondly, the first customer service representative belongs to the target company. Each customer service representative has a customer service type, which includes robot and human. The customer service type of a representative who automatically replies to the target is robot, while the customer service type of a representative who provides service through a human is human. Therefore, the customer service type of the first customer service representative can be robot (in which case, the first customer service representative is specifically a robot customer service representative) or human (in which case, the first customer service representative is specifically a human customer service representative). This limitation on the customer service type of the first customer service representative needs to be determined based on the actual conversation. Based on this, the enterprise identifier is used to identify the enterprise to which the customer service representative providing service to the target initiating the conversation belongs; that is, the enterprise identifier is used to identify the target company.

[0055] Based on this, the target enterprise is the company that can respond to the inquiries or services required by the target audience. An enterprise refers to various independent and for-profit organizations, and the first customer service representative is the customer service representative belonging to the target enterprise. For example, in an online shopping scenario, if a target audience is selecting sportswear, there are sportswear from brand 1, brand 2, and brand 3. Brand 1 belongs to enterprise A1, brand 2 to enterprise A2, and brand 3 to enterprise A3. If the target audience chooses to inquire about sportswear from brand 1, that is, the target audience will initiate a session creation request for sportswear from brand 1. In this case, the target enterprise is enterprise A1, to which brand 1 belongs, and the first customer service representative is the customer service representative belonging to enterprise A1 (i.e., the target enterprise).

[0056] During a conversation between a customer service representative and a target, the session can be identified by a session identifier (Session IdentityDocument, session id). A session can be defined as the interaction between a customer service representative and a target, and the end of a session typically marks the end of the service provided between the representative and the target. For example, if a customer service representative completes 10 interactions with a target before ending their service, then the process of those 10 interactions constitutes one session, identified by a unique session identifier (session id).

[0057] Secondly, a session can also involve interaction with multiple customer service representatives to address the specific needs of a target user. The session typically ends when the user confirms the end of the session or when no new session messages are sent within a preset time period. For example, after a target user interacts with customer service representative B1 to resolve an application crash, the session is transferred to customer service representative B2 to help resolve the crash. If customer service representative B2 successfully resolves the crash and the target user confirms the problem is solved, then the interaction between the target user and customer service representative B1, and the interaction between the target user and customer service representative B2, together constitute a single session, indicated by a unique session identifier.

[0058] To facilitate understanding, the session mechanism under a server is briefly described below. The server can use a hash table-like structure (or a hash table itself) to store data. When a session creation request is made for an object, the server first checks if the object's session creation request contains a session identifier. If so, meaning the session creation request includes a session identifier, it means a session has already been created for this object. The server can then retrieve the sessions created by the object based on the session identifier to extract all information about those sessions. If the server does not find a matching session based on the session identifier, it can create a new session for this request and generate a session identifier associated with this new session. This usually occurs when the server has deleted the session corresponding to the object. If not, meaning the session creation request does not include a session identifier, a new session is created for this request, and a session identifier associated with this new session is generated. Therefore, the session identifier uniquely indicates the current session an object is in.

[0059] Specifically, when a target object is in a conversation with the target company's primary customer service representative, and the target object has the option to transfer the current conversation to another customer service representative belonging to the target company, the target object can initiate a conversation transfer request. The target object can initiate this request in several ways: First, the target object can trigger the relevant controls for conversation transfer on the display interface of its terminal. For example, if the primary customer service representative is a chatbot and the target object wishes to have a live agent, it can use the "Transfer to Human Agent" or "Human Agent" controls on its terminal's display interface to initiate the request. Alternatively, while the target object is in a conversation with the primary customer service representative, the display interface of the target object's terminal can also display available customer service representatives for conversation transfer. These representatives can be available customer service representatives from the target company that are currently available, or all customer service representatives from the target company. The target object can then select the representative from which the conversation needs to be transferred, thus initiating the conversation transfer request. No specific limitations are imposed on how to initiate a conversation transfer request here; the specific method should be determined flexibly based on the actual situation and application scenario.

[0060] Furthermore, when the target object initiates a session object transfer request, the request carries a target session identifier associated with the target object's current session. This target session identifier indicates the session messages generated during interactions with all customer service representatives within the session initiated by the target object. The method for generating the session identifier has been described in the preceding embodiments and will not be repeated here.

[0061] Furthermore, the server responds to the session object transfer request initiated by the target object. As mentioned above, a session can be uniquely identified. The request initiated by the target object is a session object transfer request, which means that the target object does not end the session, but only transfers the session object with the target object from the first customer service representative to the second customer service representative. At this time, it is necessary to record the session messages corresponding to the customer service representative who accepts the session transfer, and also to provide the customer service representative who accepts the session transfer with the session messages between the target object and the first customer service representative. Therefore, it is necessary to extract the target session identifier used to identify the session from the session object transfer request.

[0062] Step 304: From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and from the message identifiers of the session message set, determine the first message identifier that matches the first customer service representative; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0063] The target session identifier identifies the session initiated by the target object, including the interaction between the target object and the first customer service representative. After initiating a session, the target object can interact with various customer service representatives; therefore, the target session identifier can also indicate the session messages generated from interactions with all customer service representatives within the session initiated by the target object. In practical applications, when a target object initiates a session, it can engage in multiple consecutive interactions with different customer service representatives, or it can interact with the same customer service representative within a preset time interval. As long as the session has not ended, it is considered a session initiated by the target object. The aforementioned preset time interval is the maximum time the server can store and retain the session identifier.

[0064] For example, taking a preset time interval of 5 minutes as an example, when the target object is interacting with customer service B1, this session is associated with session identifier C1. If the target object temporarily disconnects from customer service B1 for 3 minutes (such as exiting the program or leaving the session interface), since 3 minutes is within the preset time interval (5 minutes), when the target object re-interacts with customer service B1 after 3 minutes, it will still be in the same session as when it interacted with customer service B1 3 minutes ago. That is, as mentioned above, when the target object issues a session creation request, the session creation request will carry session identifier C1. At this time, it can be used to query whether the associated session exists based on session identifier C1. If it exists, the session interaction can continue based on the associated session. Alternatively, if the target object is interacting with customer service B1 during a session, and this session is associated with session identifier C1, and the session connection is lost for 1 hour, since 1 hour is no longer within the preset time interval (5 minutes), this exceeds the maximum time that the server can store and retain the session identifier (i.e., session identifier C1). In other words, the server will clear the session identifier or delete the session identifier using other technical means. Then, when the target object re-engages with customer service B1 after 1 hour, regardless of whether the session creation request has a session identifier, since the session identifier no longer exists in the server, a new session with customer service B1 will be recreated, and a new session identifier associated with the generated session will be reassigned, such as generating and assigning session identifier C2, so that the session between the target object and customer service B1 can be indicated through session identifier C2.

[0065] Based on this, the enterprise session message set includes session messages generated by customer service interactions within the target enterprise, and session messages generated by interactions between the target object and all customer service representatives within a session initiated by the target object. Since the target object and the first customer service representative are having a session, it can be determined that the session message set includes session messages generated during the session between the target object and the first customer service representative. Secondly, each session message can be indicated by a message identifier (seq). In this embodiment, the message identifier is specifically a sequence number (seq). In the Transmission Control Protocol, each segment has a sequence number to identify the order of the segment during transmission. Therefore, in this application, only one message identifier is needed to identify session messages generated by the same object and the same customer service representative in the same session.

[0066] Since the session message set includes the generated session messages, and session messages are indicated by message identifiers, the session message set specifically includes the message identifiers corresponding to the session messages. In this embodiment, session messages are divided according to the customer service representative who interacts with the target object. That is, when interacting with the target object, session messages generated with the same customer service representative will be indicated by the same message identifier. Specifically, the first message identifier is the message identifier assigned to the first session message when the target object and the first customer service representative generate the first session message. For example, when the target object interacts with customer service representative B1, session messages D1 to D5 are generated; when the target object interacts with customer service representative B2, session messages D6 to D15 are generated. If customer service representative B1 matches message identifier E1, and customer service representative B2 matches message identifier E2, then message identifier E1 will indicate session messages D1 to D5, and message identifier E2 will indicate session messages D6 to D15.

[0067] Specifically, after extracting the target session identifier from the session object transfer request, the server queries the session message set indicated by the target session identifier from the enterprise session message set indicated by the enterprise identifier. For example, as described in the previous example, customer service representative B1 matches message identifier E1, and customer service representative B2 matches message identifier E2. If the target object is in the same session as customer service representative B1 and customer service representative B2, and the session identifier is C1 (i.e., the target session identifier is session identifier C1), and the session message set indicated by session identifier C1 includes: message identifier E1 matching customer service representative B1, and message identifier E2 matching customer service representative B2.

[0068] Furthermore, the server determines the first message identifier that matches the first customer service representative from the message identifiers included in the session message set. For example, if the first customer service representative is customer service representative B2, and the session message set indicated by session identifier C1 includes message identifier E1 that matches customer service representative B1 and message identifier E2 that matches customer service representative B2, then the first message identifier that matches the first customer service representative (customer service representative B2) is determined to be message identifier E2.

[0069] Step 306: Based on the first message identifier, retrieve multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set; there is a mapping record between the first message identifier and the multiple first conversation messages.

[0070] In this context, there is a mapping record between the first message identifier and multiple first session messages. That is, as described in the previous embodiment, when the target object and customer service B1 have a session, session messages D1 to D5 are generated. If customer service B1 matches message identifier E1, message identifier E1 will indicate session messages D1 to D5. In other words, there is a mapping record between message identifier E1 and session messages D1 to D5.

[0071] Specifically, since conversation messages generated when engaging in a conversation with the target object and the same customer service representative are indicated by the same message identifier, based on the first message identifier, multiple first conversation messages generated when the target object engages in a conversation with the first customer service representative matched by the first message identifier can be obtained from the multiple conversation messages included in the conversation message set. For example, if the first message identifier matched with the first customer service representative (customer service representative B2) is determined to be message identifier E2, and as can be seen from the previous example, message identifier E2 can indicate conversation messages D6 to D15 generated when the target object engages in a conversation with customer service representative B2, therefore the determined multiple first conversation messages are: conversation messages D6 to conversation messages D15.

[0072] It is understandable that in practical applications, conversation messages can include conversation interaction information such as text, images, and emoticons sent by the conversation object. The conversation record based on the conversation messages can include relevant information such as the recipient of the conversation interaction information, the sender of the conversation interaction information, the sending time of the conversation interaction information, and the enterprise information of the customer service company in the conversation interaction. No specific limitations are made here.

[0073] Step 308: Transfer the target object's session object from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provide the second customer service representative with multiple first session messages.

[0074] The session object is the object that engages in a conversation with the target object. This conversation can involve one or more session objects. Secondly, the second customer service representative can be a customer service representative selected by the target object from within the target company, or a randomly assigned customer service representative from the target company who can provide conversation services. The second customer service representative is typically a human representative.

[0075] Specifically, since the server can also extract the enterprise identifier used to identify the target enterprise from the session object transfer request, the server transfers the target object's session object from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provides the second customer service representative with the multiple first session messages obtained. This allows the second customer service representative to display the multiple first session messages generated during the session with the first customer service representative on the interactive interface while interacting with the target object. For ease of understanding, as follows... Figure 4 As shown, when the conversation object of the target object 402 is transferred from the first customer service 404 to the second customer service 406, multiple first conversation messages 408 between the target object 402 and the first customer service 404 can still be displayed on the conversation interface. The conversation between the target object 402 and the first customer service 404, as well as the conversation between the target object 402 and the second customer service 406, are all identified by the same conversation identifier 410.

[0076] It is understood that the corresponding examples in the embodiments of this application are used to understand this solution, but should not be construed as specific limitations on this solution.

[0077] In the above-described session transfer processing method, if the target object needs to transfer the session to a second customer service representative within the same target enterprise when it is having a session with the first customer service representative of the target enterprise, the target object will initiate a session transfer request to transfer the current session with the first customer service representative to the second customer service representative. In response to the session transfer request initiated by the target object, the target session identifier and the enterprise identifier used to identify the target enterprise are extracted from the session transfer request. Then, the session message set indicated by the target session identifier is queried from the enterprise session message set indicated by the enterprise identifier. The target session identifier is used to indicate the session messages generated in the session related to the target object's current session. Since it is necessary to ensure that the customer service representative receiving the session transfer can know the session messages generated between the target object and the first customer service representative when a session transfer is required, it is necessary to determine the first message identifier that matches the first customer service representative from the message identifiers in the session message set. The first message identifier is the message identifier assigned to the first first session message when the first first session message is generated between the target object and the first customer service representative. That is, when the target object has a session with the first customer service representative, the message identifier is generated and assigned only when the first first session message is generated.

[0078] Then, based on the first message identifier, multiple first-session messages generated during the conversation between the target object and the first customer service representative are retrieved from the session message set. A mapping record exists between the first message identifier and these multiple first-session messages; that is, all first-session messages generated during the conversation between the target object and the first customer service representative are only mapped by the first message identifier. This transfers the target object's session from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provides the second customer service representative with multiple first-session messages. Since the session identifier can identify all session messages related to the target object, and the message identifier can accurately locate all session messages between the target object and the customer service representative from all session messages, when transferring sessions between different customer service representatives within the same enterprise, the session identifier and message identifier can be used to selectively extract all session messages between the target object and the first customer service representative whose session is being transferred. This avoids pulling all message streams, reduces data read / write volume, and lowers message processing time, thereby improving the efficiency of session transfer processing.

[0079] As described above, before the target object and the first customer service representative establish a session, there must be a session creation request initiated by the target object. This session creation request is necessary to determine the session identifier between the target object and the first customer service representative. This will be explained in detail below. In one embodiment, for example… Figure 5 As shown, the methods for session transfer processing also include:

[0080] Step 502: In response to the session creation request initiated by the target object for the first customer service representative, query whether there is a session identifier representing the historical session between the target object and the first customer service representative.

[0081] The session creation request is used to create a session between the target object and the first customer service representative. This request may or may not carry a session identifier representing a historical session between the target object and the first customer service representative. The aforementioned historical sessions between the target object and the first customer service representative refer to sessions that occurred before the current session was created. Therefore, the session identifier for a historical session is the session identifier associated with that historical session. For example, during a session interaction between the target object and customer service representative B1 (the first customer service representative), this session is associated with session identifier C1. If the target object temporarily disconnects from customer service representative B1, the server can save the session identifier C1 associated with that session. Session identifier C1 is the session identifier for the historical session between the target object and customer service representative B1 (the first customer service representative).

[0082] Specifically, when a target needs to engage in a conversation with the primary customer service representative, a conversation creation request can be initiated through a conversation creation operation targeting the primary representative. For example, in an online service inquiry, when a target makes their first inquiry, they can access the customer service interface by triggering controls such as "Customer Service" or "Customer Service," thereby initiating a conversation creation request. In this case, the primary customer service representative can be any representative within the target company capable of serving the target. Alternatively, if the target temporarily leaves the customer service interface during a service inquiry and then re-enters, the target will still initiate a conversation creation request targeting the primary representative. This time, the conversation creation request can carry the conversation identifier associated with the target's previous conversations with the primary representative.

[0083] Specifically, the server queries whether a session identifier representing the historical session between the target object and the first customer service representative exists; that is, the server determines whether a session identifier representing the historical session between the target object and the first customer service representative is stored. If yes, the server has found a valid session identifier, and step 504 is executed. Otherwise, if no, the server has not found a valid session identifier, and step 506 is executed.

[0084] Step 504: If a valid session identifier is found, create a continuation session with the same session identifier as the historical session for the target object and the first customer service representative.

[0085] Specifically, the valid session identifier is the session identifier of the historical session between the target object and the first customer service representative. Secondly, a continued session is a session with the same session identifier as the historical session, and the time interval between the start timestamp of the continued session and the end timestamp of the historical session meets a preset time interval. Therefore, the valid retention time of the historical session identifier is the preset time interval; after the preset time interval is exceeded, the historical session identifier will be deleted by the server.

[0086] Specifically, if the server finds a valid session identifier stored in the database, meaning the server determines that it locally stores the session identifiers of historical sessions between the target object and the first customer service representative, and the retention period for these session identifiers has not reached the preset time interval, then a valid session identifier is determined to exist. Alternatively, the server can store the session identifiers of historical sessions between the target object and the first customer service representative in the data storage system and determine that the retention period has not reached the preset time interval, thus confirming the existence of a valid session identifier. The specific method by which the server determines the existence of a valid session identifier is not limited here.

[0087] Furthermore, since a valid session identifier exists, the server can create a continued session with the same session identifier as the historical session for both the target object and the first customer service representative. For example, taking a preset time interval of 10 minutes as an example, during a session interaction between the target object and customer service representative B1, this session is associated with session identifier C1. This allows us to determine that the session identifier of the historical session between the target object and customer service representative B1 is session identifier C1. If the target object temporarily disconnects from customer service representative B1 for 8 minutes, but then re-initiates a session creation request for customer service representative B1 after 8 minutes, carrying session identifier C1 in the session creation request, and if session identifier C1 is still stored on the server, then a continued session associated with session identifier C1 is created.

[0088] Furthermore, in practical applications, the server can display session messages corresponding to the target object's historical sessions, as well as session messages for continued sessions, on the target object's terminal display interface. For ease of understanding, as follows... Figure 6 As shown, the target object 602 and the first customer service 604 have a historical session message 606. After the first customer service 604 is accessed again, the target object 602 and the first customer service 604 have a continuation session message 608. At this time, the historical session and the continuation session have the same session identifier 610.

[0089] Step 506: If no valid session identifier is found, a new target session is created between the target object and the first customer service representative, and a session identifier representing the target session is generated.

[0090] Specifically, if the server finds a valid session identifier stored, it means the server determines that it has not stored any session identifiers for historical sessions between the target object and the first customer service representative, i.e., it determines that no valid session identifier exists. Alternatively, the server determines that the validity retention time of the stored session identifiers for historical sessions between the target object and the first customer service representative has reached a preset time interval, at which point the historical session identifiers are no longer valid, and the server performs identifier deletion. Based on this, since no valid session identifier was found, and since the target object needs to interact with the first customer service representative, the server needs to create a new target session between the target object and the first customer service representative and generate a session identifier representing the target session.

[0091] For example, taking a preset time interval of 10 minutes as an example, during the interaction between the target object and customer service B1, the session is associated with session identifier C1. This can be used to determine the session identifier of the historical session between the target object and customer service B1 as session identifier C1. If the target object temporarily disconnects from the session connection with customer service B1 for 30 minutes, and then re-initiates a session creation request for customer service B1 after 30 minutes, since the effective retention time of session identifier C1 has reached the preset time interval, the server will no longer store and retain session identifier C1. Therefore, the target session between the target object and the first customer service representative is required. At this time, it is also necessary to generate a session identifier C2 to represent the target session.

[0092] It is understood that the corresponding examples in the embodiments of this application are used to understand this solution, but should not be construed as specific limitations on this solution.

[0093] In this embodiment, by responding to the session creation request initiated by the target object for the first customer service representative, the session identifier of the historical session is queried to ensure that the session between the target object and the first customer service representative will not be duplicated or overwritten. That is, it ensures that a session identifier can accurately describe the real-time session between an object and a customer service representative, ensuring the real-time performance and reliability of the session identifier, and further ensuring that the session message set indicated by the real-time and reliable session identifier is obtained, thereby improving the real-time performance and reliability of the session transfer process.

[0094] During the conversation between the target and the first customer service representative, conversation messages are inevitably generated. The following describes how to map these conversation messages to message identifiers and how to construct a method for combining these conversation messages: In one embodiment, such as... Figure 7 As shown, the methods for session transfer processing also include:

[0095] Step 702: When the target object has a conversation with the first customer service representative and the first conversation message is generated, assign a first message identifier to the first conversation message.

[0096] The first session message can be either a message sent by the target object or a message sent by the first customer service representative; there is no limitation here. Specifically, when the target object and the first customer service representative are having a session, and the first session message is generated during the session, a first message identifier is generated and assigned to the first session message. For example, if the first session message is session message D1, then a message identifier E1 can be generated and assigned to session message D1.

[0097] Step 704: During the process of the target object having a conversation with the first customer service representative and generating the first conversation message, each first conversation message is mapped and recorded with the first message identifier.

[0098] Specifically, after the target object and the first customer service representative have a conversation and generate the first conversation message, and then send multiple first conversation messages, no new message identifiers will be generated and assigned for non-first conversation messages. Instead, each first conversation message is mapped and recorded with a first message identifier, and the first customer service representative who has this conversation with the target object is matched with the first message identifier. Therefore, the first message identifier matched with the first customer service representative can identify all first conversation messages generated by the conversation between the target object and the first customer service representative.

[0099] For example, to reiterate the previous example, when the target object has a conversation with the first customer service representative, the first conversation message is conversation message D1. At this time, a message identifier E1 can be generated and assigned to conversation message D1. Based on this, during the conversation between the target object and the first customer service representative, if a new conversation message D2 is generated, conversation message D2 will be mapped and recorded with message identifier E1. Similarly, after conversation message D3 is generated, conversation message D3 will be mapped and recorded with message identifier E1. After conversation message D4 is generated, conversation message D4 will be mapped and recorded with message identifier E1. And, after conversation message D5 is generated, conversation message D5 will be mapped and recorded with message identifier E1. This also matches the first customer service representative with message identifier E1.

[0100] The following will describe in detail how to construct a session message set based on the first session message generated above: In an optional embodiment, the session transfer processing method further includes: taking each first session message that has a mapping record with the first message identifier and the first message identifier together to form a first session record between the target object and the first customer service; and storing the first session record in the session message set indicated by the target session identifier.

[0101] The first session record includes at least the first session message and the first message identifier. The first session message may include the conversation interaction information such as text, images, and emoticons sent by the target object and the first customer service representative, respectively. The first session record may include the object identifier of the target object, the customer service identifier of the first customer service representative, the sending time of each first session message, and the enterprise information of the target enterprise to which the first customer service representative belongs. The specific information included in the first session record is not limited here.

[0102] Specifically, the server will combine each first session message that has a mapping record with the first message identifier, along with the first message identifier, to form the first session record between the target object and the first customer service representative. As shown in the previous example, when the target object and the first customer service representative have a session, session messages D1 to D5 are generated, and all of session messages D1 to D5 are mapped to message identifier E1. Therefore, session messages D1 to D5, along with message identifier E1, will together form the first session record F1 between the target object and the first customer service representative.

[0103] Furthermore, the server stores the first session record as indicated by the target session identifier in the session message set. Considering that this embodiment specifically involves a session between a first customer service representative under the target enterprise and the target object, a target enterprise identifier of the target enterprise can be assigned to the session message set. Specifically, the first session record is stored in the session message set indicated by the target session identifier and matching the target enterprise identifier. That is, the session message set includes session messages between the target object and all customer service representatives under the target enterprise who are in the same session. For example, if the target object's session with customer service representative B1 is associated with session identifier C1 (i.e., the target session identifier), and customer service representative B1 belongs to enterprise A1, then the first session record F1 between the target object and customer service representative B1 can be stored in the session message set G1 indicated by session identifier C1 and matching the target enterprise identifier of enterprise A1.

[0104] Based on this, in another optional embodiment, based on the first message identifier, multiple first session messages generated by the conversation between the target object and the first customer service representative are obtained from the session message set, including: determining the first session record between the target object and the first customer service representative from the session message set; and obtaining each first session message from the first session record that has a mapping record with the first message identifier.

[0105] Specifically, the server first determines the first session record between the target object and the first customer service representative from the session message set. That is, the server can determine the first session record including the first message identifier from the session message set. Alternatively, since the first session record may also include the target object's object identifier and the first customer service representative's customer service identifier, the server can also determine the first session record using the target object's object identifier and the first customer service representative's customer service identifier. In other words, the server determines the first session record including the target object's object identifier and the first customer service representative's customer service identifier from the session message set. The method for determining the first session record is not limited here.

[0106] Furthermore, the server retrieves each first session message from the first session record that has a mapping record with the first message identifier. Since the first session record is constructed together with the first message identifier by each first session message that has a mapping record with the first message identifier, when determining the first session message, it is only necessary to retrieve each first session message that has a mapping record with the first message identifier from the first session record. For example, if session messages D1 to D5 and message identifier E1 together constitute the first session record F1 between the target object and the first customer service, then retrieving session messages D1 to D5 that have a mapping record with message identifier E1 from the first session record F1 will yield the multiple first session messages (session messages D1 to D5) generated by the session between the target object and the first customer service.

[0107] It is understood that the corresponding examples in the embodiments of this application are used to understand this solution, but should not be construed as specific limitations on this solution.

[0108] In this embodiment, the session record is constructed by the session message and the message identifier. This ensures that the session record stores key session information. Therefore, when retrieving session messages, the session record can be located first by using the message identifier, and then the required session message can be accurately retrieved from the session record. This ensures the reliability and accuracy of session message retrieval, thereby improving the reliability of session transfer processing.

[0109] Since the target object's session object is now the second customer service representative after the session transfer process is completed, the following describes how to store the corresponding session messages generated when the target object and the second customer service representative have a session: In one embodiment, such as Figure 8 As shown, the methods for session transfer processing also include:

[0110] Step 802: Use the target session identifier as the session identifier for the session between the target object and the second customer service representative.

[0111] Specifically, after the session transfer process is completed, the target object's session object is transferred to the second customer service representative. This means the session between the target object and the second customer service representative is the same as the session between the target object and the first customer service representative. Therefore, the server uses the target session identifier as the session identifier for the session between the target object and the second customer service representative. In other words, the target session identifier can identify at least the sessions between the target object and the first customer service representative, as well as the session between the target object and the second customer service representative. It is understandable that if there were prior sessions between the target object and other customer service representatives belonging to the target enterprise, the target session identifier could also identify those sessions.

[0112] For ease of understanding, the above example will be used as an example. The target object has a conversation with customer service B1 to resolve the application crash problem. At this time, the target conversation identifier between the target object and customer service B1 is conversation identifier C1. If the conversation is transferred to customer service B2 to help the target object resolve the application crash problem, then the conversation identifier C1 will be determined as the conversation identifier between the target object and customer service B2.

[0113] Step 804: The second conversation message generated by the conversation between the target object and the second customer service representative, together with the message identifier assigned to the second customer service representative, constitutes the second conversation record between the target object and the second customer service representative.

[0114] Specifically, the message identifier assigned to the second customer service representative is generated and assigned to the first second session message when the target object and the second customer service representative are in a conversation and the first second session message is generated. For instance, when the target object and the second customer service representative are in a conversation, and the first second session message is generated during the conversation, the second message identifier is generated and assigned to that first second session message. For example, if the first second session message is session message D6, then message identifier E2 can be generated and assigned to session message D6.

[0115] Furthermore, during the process of generating the first second session message after the target object and the second customer service representative have a conversation, and then generating multiple second session messages, no new message identifiers will be generated and assigned for second session messages that are not the first. Instead, each second session message is mapped and recorded with a second message identifier, and the second customer service representative who has this conversation with the target object is matched with the second message identifier. Therefore, the second message identifier matched with the second customer service representative can identify all second session messages generated by the conversation between the target object and the second customer service representative.

[0116] For example, to reiterate the previous example, when the target object is having a conversation with the second customer service representative, the first second conversation message is conversation message D6. At this time, a message identifier E2 can be generated and assigned to conversation message D6. Based on this, during the conversation between the target object and the second customer service representative, if a new conversation message D7 is generated, conversation message D7 will be mapped and recorded with message identifier E2. Similarly, after conversation message D8 is generated, conversation message D8 will be mapped and recorded with message identifier E2. This continues until conversation message D15 is generated, at which point conversation message D15 will be mapped and recorded with message identifier E2. This also matches the second customer service representative with message identifier E2.

[0117] Based on this, the server will combine each second session message that has a mapping record with the second message identifier, along with the second message identifier, to form the second session record between the target object and the second customer service representative. As shown in the previous example, when the target object and the second customer service representative have a session, session messages D6 to D15 are generated, and all of them are mapped to message identifier E2. Therefore, session messages D6 to D15, along with message identifier E2, together constitute the second session record F2 between the target object and the second customer service representative. The method of constructing the second session record is similar to that of constructing the first session record, and will not be repeated here.

[0118] Step 806: Update the set of session messages indicated by the target session identifier through the second session record.

[0119] Specifically, the second session record updates the session message set indicated by the target session identifier. That is, the server adds the second session record to the session message set indicated by the target session identifier. Considering that this embodiment specifically involves a session between a second customer service representative under the target enterprise and the target object, a target enterprise identifier can be assigned to the session message set. Specifically, the second session record is stored in the session message set indicated by the target session identifier and matching the target enterprise identifier. Therefore, the updated session message set includes at least multiple first session messages between the target object and the first customer service representative, and multiple second session messages between the target object and the second customer service representative.

[0120] Secondly, as described above, in this embodiment, the message identifier is specifically a sequence number (seq). There is a transmission order between the first message identifier and the second message identifier. Therefore, the storage order of each session message in the session message set is determined by the transmission order of the matched message identifiers. Furthermore, in this embodiment, the transmission order among multiple session messages identified by a message identifier is determined based on the sending time of the first session message among the multiple session messages identified by the message identifier; that is, the earlier the sending time, the earlier the transmission order identified by the message identifier. As shown in the previous example, the transmission order of the session message identified by message identifier E1 precedes the transmission order of the session message identified by message identifier E2. Therefore,

[0121] It is understood that the corresponding examples in the embodiments of this application are used to understand this solution, but should not be construed as specific limitations on this solution.

[0122] In this embodiment, after the session transfer is completed, the target session identifier is used as the session identifier for the session between the target object and the second customer service representative. This ensures that the session messages generated between the target object and the second customer service representative are accurately stored in the session message set indicated by the target session identifier. This avoids storing session messages generated within the same session for the target object separately, thereby ensuring the reliability of subsequent session message retrieval. Based on this, when retrieving session messages, the session record can be located first using the message identifier, and then the required session messages can be accurately retrieved from the session record. This ensures the reliability and accuracy of session message retrieval, thereby improving the reliability of session transfer processing.

[0123] In scenarios where it is necessary to understand and query customer processing status under a target company, it is also possible to query the chat message records of customer service under the target company. This will be described below: In one embodiment, such as Figure 9 As shown, the methods for session transfer processing also include:

[0124] Step 902: In response to the message query request, extract the object identifier and the enterprise identifier from the message query request.

[0125] The message query request carries an object identifier and an enterprise identifier. The object identifier identifies the object that initiated the session, i.e., the target object. The enterprise identifier identifies the enterprise to which the customer service representative providing services to the object that initiated the session belongs, i.e., the target enterprise. Specifically, when an enterprise administrator or an administrator needs to query the customer service session messages of a target enterprise, they will initiate a message query request that includes both the object identifier and the enterprise identifier. In other words, the message query request instructs the server to query the session messages of customer service representatives of the enterprise under the target enterprise identified by the enterprise identifier that have had conversations with the target object identified by the object identifier. Based on this, the server can extract the object identifier and the enterprise identifier from the message query request.

[0126] Understandably, in practical applications, it's also possible to query customer service messages within a specific time period. Therefore, the message query request can only include the company identifier and time identifier. In this case, the query request instructs the user to search for customer service messages from the company identified by the company identifier, within the time period specified by the time identifier. That is, the query is not targeted at a specific object, but rather based on time. Alternatively, the query can be targeted at a specific customer service representative. The message query request can then include only the customer service representative identifier and the company identifier. In this case, the query request instructs the user to search for all conversation messages between the target company identified by the company identifier and the target customer service representative identified by the customer service representative identifier. No specific limitations are placed on the messages requested in the message query request.

[0127] Step 904: Query the enterprise customer service that has had a conversation with the target object identified by the object identifier, under the target enterprise identified by the enterprise identifier.

[0128] Specifically, since the object identifier is used to identify the target object and the enterprise identifier is used to identify the target enterprise, the server can query all enterprise customer service representatives belonging to the target enterprise who have had conversations with the target object. As can be seen from the foregoing embodiments, the session record may include the object identifier of the object, the customer service identifier of the customer service representative, the sending time of each session message, and the enterprise information of the target enterprise to which the customer service representative belongs, etc. This enterprise information is the enterprise identifier. Therefore, the server first selects a first candidate session record including the enterprise identifier from all stored session records, and then selects a second candidate session record including the object identifier used to identify the target object from the first candidate session record. Then, it extracts and processes the customer service identifier of the customer service representative included in the second candidate session record, and determines the customer service representative indicated by the customer service identifier in the second candidate session record as an enterprise customer service representative belonging to the target enterprise who has had a conversation with the target object.

[0129] Step 906: Query the message identifier that matches each enterprise customer service representative, and obtain multiple conversation messages generated by the target object and each enterprise customer service representative through the message identifier.

[0130] Specifically, the server queries the message identifier that matches each enterprise customer service representative, and obtains multiple conversation messages generated between the target object and each enterprise customer service representative through the message identifier. That is, as described in the previous embodiments, the conversation record is constructed at least by combining each conversation message with a mapping record that corresponds to the message identifier, along with the message identifier itself. Since each enterprise customer service representative's conversation record contains a matching message identifier, the multiple conversation messages generated between the target object and each enterprise customer service representative can be obtained through the message identifier. The specific method is similar to the method of determining conversation messages in the previous embodiments, and will not be repeated here.

[0131] For ease of understanding, let's take the following example: conversation messages D1 to D5, along with message identifier E1, together constitute the first conversation record F1 between the target object and customer service representative B1; and conversation messages D6 to D15, along with message identifier E2, together constitute the second conversation record F2 between the target object and customer service representative B2. This means that the customer service representatives with conversations with the target object under the target enterprise are customer service representatives B1 and B2. For customer service representatives B1 and B2, the target object has its own first conversation record F1 and first conversation record F2, respectively. In the first conversation record F1, message identifier E1 matches customer service representative B1, and the conversation messages with mapping records are conversation messages D1 to D5. Similarly, in the first conversation record F2, message identifier E2 matches customer service representative B2, and the conversation messages with mapping records are conversation messages D6 to D15. Therefore, the resulting multiple conversation messages are: conversation messages D1 to D15.

[0132] The aforementioned embodiments all describe viewing conversation messages between a target object and customer service representatives of each enterprise belonging to that target enterprise, based on an enterprise-level perspective. However, in practical applications, such as... Figure 10 As shown, enterprise administrators can query all conversation messages under a target enterprise, and support various filtering query conditions for conversation message queries. This means they can query conversation messages for each customer service representative within a specific time period under the target enterprise. Secondly, when customer service is provided by a human agent, the actual human agent may change; therefore, the corresponding human agent can be stored in the conversation record. In practical applications, considering the potential differences in the quality of each customer service conversation, the service recipient can also provide a satisfaction assessment, allowing for corresponding service adjustments based on the queried satisfaction levels. Since conversation transfers involve a process of one customer service representative transferring a conversation to another, the service process can also be recorded. For example, if no conversation transfer occurs, it can be recorded as "human only" or "bot only," and if a conversation transfer occurs, it can be recorded as "bot to human." The aforementioned conversation message query method is similar to that described in the previous embodiments, both based on segmented extraction using conversation identifiers and message identifiers; further examples are not provided here.

[0133] It is understood that the corresponding examples in the embodiments of this application are used to understand this solution, but should not be construed as specific limitations on this solution.

[0134] In this embodiment, by querying the conversation messages performed by each customer service representative under the enterprise, it is possible to analyze the needs of the customer and the quality of service, rationally allocate customer service resources, and ensure the quality of customer service, thereby improving the reliability of customer service conversation processing.

[0135] Based on the detailed description of the foregoing embodiments, the complete flow of the session transfer processing method in the embodiments of this application will be described below. In one embodiment, such as Figure 11 As shown, a method for session transfer processing is provided, which is applied to... Figure 1 Taking server 104 as an example, it can be understood that this method can also be applied to terminal 102, and also to a system including terminal 102 and server 104, and is implemented through the interaction between terminal 102 and server 104. In this embodiment, the method includes the following steps:

[0136] Step 1101: In response to the session creation request initiated by the target object for the first customer service representative, query whether there is a session identifier representing the historical session between the target object and the first customer service representative.

[0137] Step 1102: If a valid session identifier is found, create a continuation session with the same session identifier as the historical session for the target object and the first customer service representative.

[0138] Step 1103: If no valid session identifier is found, a new target session is created between the target object and the first customer service representative, and a session identifier representing the target session is generated.

[0139] Step 1104: When the target object has a conversation with the first customer service representative and the first conversation message is generated, assign a first message identifier to the first conversation message.

[0140] Step 1105: During the process of the target object having a conversation with the first customer service representative and generating the first conversation message, each first conversation message is mapped and recorded with the first message identifier.

[0141] Step 1106: Each first session message that has a mapping record with the first message identifier, together with the first message identifier, constitutes the first session record between the target object and the first customer service representative.

[0142] Step 1107: Store the first session record in the session message set indicated by the target session identifier.

[0143] Step 1108: In response to the session object transfer request initiated by the target object, extract the target session identifier from the session object transfer request.

[0144] Step 1109: From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and from the message identifiers of the session message set, determine the first message identifier that matches the first customer service representative; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message.

[0145] Step 1110: Determine the first conversation record between the target object and the first customer service representative from the conversation message set.

[0146] Step 1111: Obtain from the first session record each first session message that has a mapping record with the first message identifier.

[0147] Step 1112: Transfer the target object's session object from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and provide the second customer service representative with multiple first session messages.

[0148] Step 1113: Use the target session identifier as the session identifier for the session between the target object and the second customer service representative.

[0149] Step 1114: The second conversation message generated by the conversation between the target object and the second customer service representative, together with the message identifier assigned to the second customer service representative, constitutes the second conversation record between the target object and the second customer service representative.

[0150] Step 1115: Update the set of session messages indicated by the target session identifier through the second session record.

[0151] Step 1116: In response to the message query request, extract the object identifier and the enterprise identifier from the message query request.

[0152] Step 1117: Query the enterprise customer service that has had conversations with the target object identified by the object identifier under the target enterprise identified by the enterprise identifier.

[0153] Step 1118: Query the message identifier that matches each enterprise customer service representative, and obtain multiple conversation messages generated by the target object and each enterprise customer service representative through the message identifier.

[0154] It should be understood that the specific implementation methods of steps 1101 to 1118 are similar to those of the aforementioned embodiments, and will not be repeated here.

[0155] It should be understood that although the steps in the flowcharts of the embodiments described above are shown sequentially according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless explicitly stated herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least some steps in the flowcharts of the embodiments described above may include multiple steps or multiple stages. These steps or stages are not necessarily completed at the same time, but can be executed at different times. The execution order of these steps or stages is not necessarily sequential, but can be performed alternately or in turn with other steps or at least some of the steps or stages in other steps.

[0156] Based on the same inventive concept, this application also provides a session transfer processing apparatus for implementing the session transfer processing method described above. The solution provided by this apparatus is similar to the implementation described in the above method; therefore, the specific limitations in one or more session transfer processing apparatus embodiments provided below can be found in the limitations of the session transfer processing method described above, and will not be repeated here.

[0157] In one embodiment, such as Figure 12 As shown, a session transfer processing apparatus is provided, including: a target session identifier extraction module 1202, a message identifier determination module 1204, a session message acquisition module 1206, and a session transfer module 1208, wherein:

[0158] The target session identifier extraction module 1202 is used to extract the target session identifier and the enterprise identifier used to identify the target enterprise from the session object transfer request in response to the session object transfer request initiated by the target object when the target object is having a session with the first customer service of the target enterprise.

[0159] The message identifier determination module 1204 is used to query the set of session messages indicated by the target session identifier from the set of enterprise session messages indicated by the enterprise identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the set of session messages; the first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service representative generate the first first session message;

[0160] The conversation message acquisition module 1206 is used to acquire multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set based on the first message identifier; there is a mapping record between the first message identifier and the multiple first conversation messages;

[0161] The session transfer module 1208 is used to transfer the session object of the target object from the first customer service to the second customer service of the target enterprise identified by the enterprise identifier, and to provide the second customer service with multiple first session messages.

[0162] In one embodiment, the session transfer processing apparatus further includes: a session creation request response module and a session identifier determination module;

[0163] The session creation request and response module is used to respond to the session creation request initiated by the target object for the first customer service representative and to query whether there is a session identifier that represents the historical session between the target object and the first customer service representative.

[0164] The session identifier determination module is used to create a continuation session with the same session identifier as the historical session for the target object and the first customer service representative if a valid session identifier is found.

[0165] The session identifier determination module is also used to create a new target session between the target object and the first customer service representative if no valid session identifier is found, and to generate a session identifier that represents the target session.

[0166] In one embodiment, the session transfer processing apparatus further includes: a message identifier allocation module and a mapping record module;

[0167] The message identifier allocation module is used to assign a first message identifier to the first first session message when the target object has a conversation with the first customer service representative and the first first session message is generated.

[0168] The mapping and recording module is used to map and record each first session message and the first message identifier during the process of the target object having a conversation with the first customer service representative and generating the first session message.

[0169] In one embodiment, the session transfer processing apparatus further includes: a session record construction module and a session message set acquisition module;

[0170] The session record construction module is used to combine each first session message that has a mapping record with the first message identifier with the first message identifier to form the first session record between the target object and the first customer service representative.

[0171] The session message set acquisition module is used to store the first session record into the session message set indicated by the target session identifier.

[0172] In one embodiment, the session message acquisition module 1206 is specifically used to determine the first session record between the target object and the first customer service representative from the session message set; and to acquire each first session message from the first session record that has a mapping record with the first message identifier.

[0173] In one embodiment, the session identifier determination module is further configured to use the target session identifier as the session identifier of the session between the target object and the second customer service representative;

[0174] The conversation record construction module is also used to combine the second conversation messages generated by the conversation between the target object and the second customer service representative, and the message identifier assigned to the second customer service representative, to form the second conversation record between the target object and the second customer service representative.

[0175] The session message set acquisition module is also used to update the session message set indicated by the target session identifier through the second session record.

[0176] In one embodiment, the session transfer processing apparatus further includes: an identifier query module and a customer service confirmation module;

[0177] The identifier query module is used to extract the object identifier and enterprise identifier from the message query request in response to the message query request;

[0178] The customer service identification module is used to query the customer service representatives of the target enterprise identified by the enterprise identifier who have had conversations with the target object identified by the object identifier.

[0179] The conversation message acquisition module is also used to query the message identifier that matches each enterprise customer service representative, and to obtain multiple conversation messages generated by the target object in conversation with each enterprise customer service representative through the message identifier.

[0180] In one embodiment, a computer device is provided, which can be a server or a terminal. This embodiment uses a server as an example for description, and its internal structure diagram is as follows: Figure 13 As shown, the computer device includes a processor, memory, input / output (I / O) interfaces, and a communication interface. The processor, memory, and I / O interfaces are connected via a system bus, and the communication interface is also connected to the system bus via the I / O interfaces. The processor provides computing and control capabilities. The memory includes a non-volatile storage medium and internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs stored in the non-volatile storage medium. The database stores session message sets and data related to the embodiments of this application, such as first session messages. The I / O interfaces are used for exchanging information between the processor and external devices. The communication interface is used for communicating with external terminals via a network connection. When the computer program is executed by the processor, it implements a session transfer processing method.

[0181] Those skilled in the art will understand that Figure 13 The structure shown is merely a block diagram of a portion of the structure related to the present application and does not constitute a limitation on the computer device to which the present application is applied. Specific computer devices may include more or fewer components than those shown in the figure, or combine certain components, or have different component arrangements.

[0182] In one embodiment, a computer device is also provided, including a memory and a processor, wherein the memory stores a computer program, and the processor executes the computer program to implement the steps in the above method embodiments.

[0183] In one embodiment, a computer-readable storage medium is provided having a computer program stored thereon that, when executed by a processor, implements the steps in the above method embodiments.

[0184] In one embodiment, a computer program product is provided, including a computer program that, when executed by a processor, implements the steps in the above method embodiments.

[0185] It should be noted that the object information (including but not limited to object device information, object personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the object or fully authorized by all parties, and the collection, use and processing of related data must comply with the relevant laws, regulations and standards of the relevant countries and regions.

[0186] Those skilled in the art will understand that all or part of the processes in the above embodiments can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium. When executed, the computer program can include the processes of the embodiments described above. Any references to memory, databases, or other media used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM). The databases involved in the embodiments provided in this application may include at least one type of relational database and non-relational database. Non-relational databases may include, but are not limited to, blockchain-based distributed databases. The processors involved in the embodiments provided in this application may be general-purpose processors, central processing units, graphics processing units, digital signal processors, programmable logic devices, quantum computing-based data processing logic devices, etc., and are not limited to these.

[0187] The technical features in the above embodiments can be combined in any way. For the sake of brevity, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0188] The embodiments described above are merely illustrative of several implementation methods of this application, and while the descriptions are specific and detailed, they should not be construed as limiting the scope of this patent application. It should be noted that those skilled in the art can make various modifications and improvements without departing from the concept of this application, and these all fall within the protection scope of this application. Therefore, the protection scope of this application should be determined by the appended claims.

Claims

1. A method for session transfer processing, characterized in that, include: In the event that the target object is having a conversation with the first customer service representative of the target enterprise, in response to the conversation object transfer request initiated by the target object, the target conversation identifier and the enterprise identifier used to identify the target enterprise are extracted from the conversation object transfer request; From the enterprise session message set indicated by the enterprise identifier, query the session message set indicated by the target session identifier, and from the message identifiers of the session message set, determine the first message identifier that matches the first customer service representative; The first message identifier is the message identifier assigned to the first first session message when the target object and the first customer service generate the first first session message; Based on the first message identifier, multiple first conversation messages generated by the conversation between the target object and the first customer service representative are obtained from the conversation message set; There is a mapping record between the first message identifier and the plurality of first session messages; The session object of the target object is transferred from the first customer service representative to the second customer service representative of the target enterprise identified by the enterprise identifier, and the multiple first session messages are provided to the second customer service representative.

2. The method according to claim 1, characterized in that, The method further includes: In response to the session creation request initiated by the target object for the first customer service representative, query whether there is a session identifier representing a historical session between the target object and the first customer service representative; If the valid session identifier is found, a continuation session with the same session identifier as the historical session is created for the target object and the first customer service representative. If no valid session identifier is found, a new target session is created between the target object and the first customer service representative, and a session identifier representing the target session is generated.

3. The method according to claim 1, characterized in that, The method further includes: When the target object engages in a conversation with the first customer service representative and generates the first first conversation message, a first message identifier is assigned to the first first conversation message; During the process of the target object having a conversation with the first customer service representative and generating the first conversation message, each of the first conversation messages is mapped and recorded with the first message identifier.

4. The method according to claim 3, characterized in that, The method further includes: Each of the first session messages that has a mapping record with the first message identifier, together with the first message identifier, constitutes the first session record between the target object and the first customer service representative; The first session record is stored in the session message set indicated by the target session identifier.

5. The method according to claim 4, characterized in that, The step of retrieving multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set based on the first message identifier includes: From the set of conversation messages, determine the first conversation record between the target object and the first customer service representative; Retrieve each of the first session messages from the first session record that have the mapping record with the first message identifier.

6. The method according to claim 1, characterized in that, The method further includes: The target session identifier is used as the session identifier for the session between the target object and the second customer service representative. The second conversation message generated by the conversation between the target object and the second customer service representative, together with the message identifier assigned to the second customer service representative, constitutes the second conversation record between the target object and the second customer service representative; The second session record updates the set of session messages indicated by the target session identifier.

7. The method according to claim 1, characterized in that, The method further includes: In response to a message query request, extract the object identifier and the enterprise identifier from the message query request; Find the enterprise customer service representatives who have had conversations with the target object identified by the object identifier, under the target enterprise identified by the enterprise identifier; Query the message identifier that matches each of the enterprise customer service representatives, and obtain multiple conversation messages generated by the conversation between the target object and each of the enterprise customer service representatives through the message identifier.

8. A session transfer processing apparatus, characterized in that, The device includes: The target session identifier extraction module is used to extract the target session identifier and the enterprise identifier used to identify the target enterprise from the session object transfer request initiated by the target object when the target object is having a session with the first customer service of the target enterprise. The message identifier determination module is used to query the set of session messages indicated by the target session identifier from the set of enterprise session messages indicated by the enterprise identifier, and determine the first message identifier that matches the first customer service representative from the message identifiers in the set of session messages; the first message identifier is the message identifier assigned to the first session message when the target object and the first customer service representative generate the first session message; The conversation message acquisition module is used to acquire multiple first conversation messages generated by the conversation between the target object and the first customer service representative from the conversation message set based on the first message identifier; there is a mapping record between the first message identifier and the multiple first conversation messages; The session transfer module is used to transfer the session object of the target object from the first customer service to the second customer service of the target enterprise identified by the enterprise identifier, and to provide the multiple first session messages to the second customer service.

9. A computer device comprising a memory and a processor, wherein the memory stores a computer program, characterized in that, When the processor executes the computer program, it implements the steps of the method according to any one of claims 1 to 7.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the steps of the method according to any one of claims 1 to 7.

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

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