Information processing method and device

Abstract

The invention discloses an information processing method and device, and relates to the technical field of computers. A specific embodiment of the method comprises the following steps: in response to an operation of switching a session to a target customer by a customer service, determining a next cache time according to the number of accesses to the target customer by the customer service; obtaining the current cache time set for the current customer information of the target customer, and displaying a customer information interface rendered based on the current customer information if the cached time does not reach the current cache time; and when the cached time reaches the current caching time, requesting the server to obtain the latest customer information of the target customer to update the current customer information, re-rendering and displaying the customer information interface based on the updated current customer information, and updating the current caching time as the next caching time. According to the embodiment, intelligent real-time updating and efficient data processing of customer information of the customer service workbench are realized by dynamically adjusting the cache time and an incremental updating mechanism.

Description

Technical Field

[0001] This invention relates to the field of computer technology, and in particular to an information processing method and apparatus. Background Technology

[0002] The customer service workbench is a platform designed for customer service representatives to answer customer questions. It includes a list area, a chat area, and an assistant area, with the assistant area primarily used to display customer information. Currently, existing technologies mainly use fixed-time caching mechanisms or manual refresh mechanisms to update customer information. However, when customer service representatives frequently switch between customers in a conversation, issues such as data update delays and reliance on manual operations can easily occur, reducing customer service response speed and service quality. Summary of the Invention

[0003] In view of this, embodiments of the present invention provide an information processing method and apparatus, which can at least solve the problems of untimely updates of customer information and reliance on manual refresh in the prior art when customer service workstations frequently switch sessions.

[0004] To achieve the above objectives, according to one aspect of the present invention, an information processing method is provided, comprising: In response to a customer service representative switching a session to the target customer, the next caching time is determined based on the number of times the customer service representative accesses the target customer. Get the current cache time set for the current customer information of the target customer, and in response to the fact that the cache time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information; In response to the cached time of the current customer information reaching the current cache time, the server is requested to obtain the latest customer information of the target customer to update the current customer information. Based on the updated current customer information, the customer information interface is re-rendered and displayed, and the current cache time is updated to the next cache time.

[0005] To achieve the above objectives, according to another aspect of the present invention, an information processing apparatus is provided, comprising: The determination module is used to respond to the customer service representative's operation of switching the session to the target customer, and to determine the next cache time based on the number of times the customer service representative accesses the target customer; The maintenance module is used to obtain the current cache time set for the current customer information of the target customer, and in response to the fact that the cache time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information; The update module is used to respond to the current customer information's cached time reaching the current cache time by requesting the server to obtain the latest customer information of the target customer to update the current customer information, re-rendering and displaying the customer information interface based on the updated current customer information, and updating the current cache time to the next cache time.

[0006] To achieve the above objectives, according to another aspect of the present invention, an information processing electronic device is provided.

[0007] The electronic device of this invention includes: one or more processors; and a storage device for storing one or more programs, which, when executed by the one or more processors, cause the one or more processors to implement any of the information processing methods described above.

[0008] To achieve the above objectives, according to another aspect of the present invention, a computer-readable medium is provided having a computer program stored thereon, which, when executed by a processor, implements any of the information processing methods described above.

[0009] To achieve the above objectives, according to another aspect of the present invention, a computing program product is provided. One such computing program product includes a computer program that, when executed by a processor, implements the information processing method provided in the present invention.

[0010] According to the solution provided by the present invention, one embodiment of the invention has the following advantages or beneficial effects: The next cache time is dynamically adjusted based on the number of times customer service visits the target customer, achieving intelligent adjustment of the data update frequency. Customers with high-frequency visits use shorter cache times to ensure real-time information, while customers with low-frequency visits use longer cache times to reduce server load. Simultaneously, by combining cache time judgment and incremental update mechanisms, unnecessary data requests and page re-rendering that cause lag are avoided, while ensuring timely updates of customer information, significantly improving the data processing efficiency and response speed of the customer service workbench.

[0011] The further effects of the aforementioned unconventional alternative methods will be explained below in conjunction with specific implementation methods. Attached Figure Description

[0012] The accompanying drawings are provided to better understand the invention and are not intended to unduly limit the scope of the invention. Wherein: Figure 1 This is a schematic diagram of the customer service workbench interface; Figure 2 A schematic diagram of the main flow of an initial information processing method according to an embodiment of the present invention; Figure 3This is a flowchart illustrating an information processing method according to an embodiment of the present invention; Figure 4 This is a flowchart illustrating another optional information processing method according to an embodiment of the present invention; Figure 5 This is a schematic diagram of the SSE incremental update method; Figure 6 This is a flowchart illustrating a specific information processing method according to an embodiment of the present invention; Figure 7 This is a schematic diagram of the main modules of an information processing device according to an embodiment of the present invention; Figure 8 This is an exemplary system architecture diagram in which embodiments of the present invention can be applied; Figure 9 This is a schematic diagram of the structure of a computer system suitable for implementing the embodiments of the present invention, such as a mobile device or server. Detailed Implementation

[0013] The following description, in conjunction with the accompanying drawings, illustrates exemplary embodiments of the present invention, including various details to aid understanding. These details should be considered merely exemplary. Therefore, those skilled in the art will recognize that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of the invention. Similarly, for clarity and brevity, descriptions of well-known functions and structures are omitted in the following description.

[0014] It should be noted that the collection, gathering, updating, analysis, processing, use, transmission, and storage of user personal information involved in this disclosed technical solution all comply with relevant laws and regulations, are used for legitimate purposes, and do not violate public order and good morals. Necessary measures are taken to prevent unauthorized access to user personal information data and to safeguard user personal information security, network security, and national security.

[0015] The customer service workbench (i.e., the client application) is designed to improve the efficiency and convenience of customer service work. The customer service workbench mainly consists of three functional areas: a list area, a chat area, and an assistant area. (See also...) Figure 1 The diagram shows the customer service workbench interface for Customer Service X. The list area is usually located on the far left and displays all customers in conversation, including Customer 1, Customer 2, Customer 3... Customer n; the chat area is usually located in the middle and displays the conversation content between the customer service representative and the customer; the assistant area is usually located on the far right and provides relevant information support for the customer in the current conversation.

[0016] The assistant area displays basic information about the customer in the current conversation, such as attribute information and action buttons. The attribute information display presents key customer information, such as nickname, tags, region, positive review rate, and order details. The action buttons provide quick action options; customer service representatives can click these buttons to send various business cards to customers, such as order invitations, delayed shipping, order verification, and coupon distribution.

[0017] When customer service representatives frequently switch between customers in the list area, the assistant area needs to update the current customer information in real time to answer customer orders or other questions. However, due to factors such as the rapid switching speed of customer service representatives, poor network conditions (i.e., weak network) causing delays, or limited backend interface performance, the problem of customer information not being updated in a timely manner often occurs. That is, when switching to the next customer, the customer information in the assistant area is still stuck on the previous customer, which seriously affects the efficiency of customer service work.

[0018] To address the aforementioned issue of "customer information not being updated in real time," the industry currently primarily employs fixed-time caching mechanisms and manual refresh mechanisms. The fixed-time caching mechanism sets a fixed cache time (usually 3 minutes) after the initial loading of customer information, and then re-retrieves the customer information after the timeout. The manual refresh mechanism provides a manual refresh button, allowing customer service representatives to proactively trigger the data update operation.

[0019] However, both technical solutions have significant drawbacks: 1) Delay in critical data: If customer information changes during the caching period (such as placing an order), it cannot be detected in real time, causing a response delay of hundreds of milliseconds and affecting the quality of customer service; 2) Waste of system resources: Using a uniform caching strategy regardless of customer activity may lead to frequent fetching of unnecessary data, increasing the burden on the server; 3) Over-reliance on manual operation: Customer service representatives need to actively perform refresh operations, which can easily lead to information lag due to forgetting or delaying operations, while also increasing the complexity of customer service work. Therefore, the existing static processing strategy lacks the ability to dynamically adjust according to the actual operation behavior of customer service representatives and does not fully consider the convenience of customer service operations and the real-time nature of customer information.

[0020] See Figure 2 The diagram shows the main flowchart of an initial information processing method provided by an embodiment of the present invention, which includes the following steps: S201: In response to a customer service login operation, identify the target customer in the session list and obtain the initial customer information of the target customer from the server; wherein, identifying the target customer in the session list includes at least one of the following methods: Determine the target customer selected by the customer service representative from the chat list; Identify all customers in the session list; Determine the last chat time between the customer service representative and each customer in the chat list, and filter out customers whose last chat time is within a preset time range; S202: Cache the initial customer information as the current customer information and set the initial cache time.

[0021] This implementation describes the initial customer information retrieval mechanism and the initial cache time setting mechanism. In response to a customer service login, the customer service workbench initializes the IndexedDB database and prepares to cache customer information. In one optional implementation, different customer service representatives may be responsible for different customers; therefore, different IndexedDB databases can be set up for each representative. IndexedDB is a low-level API (Application Programming Interface) built into browsers, used to store large amounts of structured data (including files and binary data). IndexedDB supports more complex queries and transaction operations, making it suitable for storing customer information in the customer service workbench.

[0022] Each customer is associated with a unique customer identifier in the IndexedDB database, stored as an object. Target customers can be identified in two ways: based on customer service actions, they can be identified and their information retrieved; and they can be identified and their information retrieved automatically in response to customer service representatives logging into the customer service workbench.

[0023] In Example 1, after logging into the customer service workbench, the customer service representative initially selects customer 1 from the conversation list on the left side of the workbench interface. The representative then sends customer 1's customer identifier to the workbench control center. The control center generates a customer information retrieval command based on customer 1's customer identifier and transmits it to the assistant system. Based on this customer identifier, the assistant system retrieves customer information for customer 1 from the server for the first time. It then renders the customer information interface based on this information and displays it in the assistant area. Simultaneously, it caches this customer information as the current customer information in the IndexedDB database, with the default cache time being the initial cache time, such as 5 minutes. Subsequently, it sequentially responds to customer switching operations by the customer service representative, retrieving initial customer information for different customers 2, 3...n.

[0024] In Example 2, in response to a customer service representative logging into the customer service workbench, the system identifies the customer identifiers of all customers in their conversation list and sends this information to the control center to generate a customer information retrieval instruction. The assistant system retrieves customer information from the server based on these customer identifiers, caches this customer information as the current customer information in the IndexedDB database, and sets the current cache time to the initial cache time, such as 5 minutes.

[0025] As one optimization method, considering the typically large number of customers in the conversation list, a customer limit (e.g., 100) can be set. Based on this limit, the customers in the conversation list can be divided into waves, and customer information can be obtained in waves to prevent page lag caused by too much customer information. Another optimization method is to calculate the last chat time between customer service and each customer in the conversation list, filtering out customers whose last chat time exceeds a preset time range (e.g., 1 year, 3 months) to avoid obtaining unnecessary information from customers with long-term inactivity.

[0026] It is understood that the specific values ​​listed in the above hypothetical description of information processing are merely illustrative examples and not restrictive. In practice, other values ​​can be set according to needs. Similarly, the specific values ​​listed in the subsequent embodiments are also just examples and are not the only limitation.

[0027] The method provided in the above embodiments, in response to customer service login operations, uses multiple methods to identify target customers and obtain initial customer information for caching, realizing intelligent preloading and on-demand retrieval of customer information. At the same time, by setting the initial caching time, it significantly improves the response speed of the customer service workbench and the overall service efficiency.

[0028] See Figure 3 The diagram shows the main flowchart of an information processing method provided by an embodiment of the present invention, which includes the following steps: S301: In response to the customer service representative switching the session to the target customer, determine the next cache time based on the number of times the customer service representative accesses the target customer; S302: Obtain the current cache time set for the current customer information of the target customer; in response to the fact that the cached time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information. S303: In response to the current cache time of the current customer information reaching the current cache time, request the server to obtain the latest customer information of the target customer to update the current customer information, re-render the customer information interface based on the updated current customer information and display it, and update the current cache time to the next cache time.

[0029] Figure 2 This describes how, after logging into the customer service workbench, customer service personnel can retrieve target customer information on demand or automatically, cache this information as the current customer information, and set an initial cache time (e.g., 5 minutes). This implementation describes the update mechanism for the current customer information and the current cache time.

[0030] For step S301, firstly, during the process of the customer service representative switching between clicking on a customer, the number of times the customer service representative visits each customer is recorded. When the customer service representative switches back to the target customer (e.g., customer 1) after switching the session again, the next customer information caching time needs to be determined based on the total number of times the customer service representative visits customer 1. Specifically, the next caching time is determined according to a preset correspondence between the number of visits and the caching time. For example, the number of visits can be set to a range: 1-5 visits correspond to a 10-minute caching time, 6-10 visits correspond to a 5-minute caching time, and 11-20 visits correspond to a 1-minute caching time.

[0031] Through this mechanism, the more times customer service representatives visit a customer, the higher the customer's activity level and the greater the likelihood of information changes (such as placing orders in real time based on customer service opinions). Therefore, a shorter cache time is set to ensure the latest customer information is obtained. For inactive customers with fewer visits, the cache time is extended to reduce unnecessary data requests, thereby intelligently adjusting the data update frequency, reducing server load, and improving the overall efficiency of the system.

[0032] For steps S302 and S303, the next cache time for the target customer's current customer information has been set in step S301 and updated in the IndexedDB database for future retrieval of customer information. After adjusting the next cache time, since it only takes effect after this page update, it is necessary to further determine: if the current cache time for the customer information has not reached the current cache time (e.g., less than 5 minutes), then the current page information remains unchanged. That is, the customer information interface continues to be rendered and displayed based on the target customer's current customer information in the IndexedDB database, and can be displayed directly if a page exists.

[0033] However, if the cached time of the current customer information reaches the current cache time limit, the assistant system needs to be triggered to retrieve the latest customer information from the server. The assistant system needs to update the current customer information based on the latest customer information, obtain the updated current customer information, and then re-render and display the customer information interface based on the updated current customer information.

[0034] This solution utilizes a conflict resolution mechanism during data acquisition to prevent updates from occurring when unnecessary. Such updates not only waste network resources but also cause repeated page rendering, leading to lag. The conflict resolution mechanism steps are as follows: 1. Each time data is updated, the server generates a new ETag (update timestamp), so the current customer information cached in the IndexedDB database also carries this ETag. The assistant system first extracts the ETag from the target customer's customer information in the IndexedDB database, and generates an information retrieval request based on the target customer's customer identifier and this ETag, and sends it to the server; 2. The server determines the ETag of the latest customer information corresponding to the customer identifier, compares the ETag transmitted by the assistant system with the ETag of the latest customer information. If they match, it returns a 304 Not Modified instruction indicating that no modification is required, and the assistant system keeps the current customer information interface unchanged. If they do not match, it returns the latest customer information to the assistant system.

[0035] It should be noted that if the current customer information does not need to be updated, its cached time needs to be re-determined. That is, after obtaining the instruction from the assistant system that no modification is required, confirming that the current customer information remains unchanged, updating the current cached time to the next cached time, the cached time is recalculated.

[0036] In one optional implementation, the assistant system reads the cached current customer information of the target customer from the IndexedDB database and merges the latest customer information returned by the server into this current customer information. Specifically, through field overwriting, nested object merging, and array replacement, the relevant fields of the incremental data are traversed, and the local cached data is updated one by one. The merged data is then written back to the IndexedDB database, and finally, the updated partial information page is rendered. This step is essentially an incremental update, where incremental refers to a small portion of data that has changed. The characteristic of incremental updates is that it is not necessary to update all data into the cache; only the changed data needs to be updated into the cache, thereby improving data update efficiency and reducing system resource consumption.

[0037] The method provided in the above embodiments dynamically adjusts the next cache time based on the number of times customer service visits the target customer, achieving the goal of intelligently adjusting the data update frequency. Customers with high-frequency access use shorter cache times to ensure real-time information, while customers with low-frequency access use longer cache times to reduce server load. Simultaneously, by combining cache time determination and incremental update mechanisms, it avoids unnecessary data requests and page re-rendering that cause lag, while ensuring timely updates of customer information, significantly improving the data processing efficiency and response speed of the customer service workbench.

[0038] See Figure 4 The diagram illustrates an optional information processing method according to an embodiment of the present invention, comprising the following steps: S401: Monitor the duration of customer service stay on the target customer's conversation interface, and in response to the duration of stay reaching a preset duration and maintaining the conversation interaction state within the preset duration, generate an information acquisition request based on the target customer's customer identifier and send it to the server. S402: Receive incremental customer information returned by the server to update the current customer information, re-render the customer information interface based on the updated current customer information and display it; wherein, the server monitors the customer information corresponding to the customer identifier in the business system in real time, and in response to the detection of changes in customer information, converts the incremental customer information into a preset format.

[0039] This implementation describes the SSE (Server-Sent Events) listening mechanism. SSE is a technology based on HTTP (Hypertext Transfer Protocol) that allows the server to continuously push data to the client in the form of an event stream via a persistent HTTP connection. It is suitable for application scenarios requiring real-time updates.

[0040] When a customer service representative stays on the target customer's chat interface for a preset duration (e.g., 1 minute) and remains active throughout the session, the assistant system activates the SSE (Search Engine Optimization) monitoring mechanism. In one optional implementation, in addition to the stay duration trigger condition, a more refined time control strategy can be adopted: setting a first preset duration and a second preset duration. The first preset duration is used to determine if the stay duration meets the standard, while the second preset duration is used to determine if the session activity meets the standard. Typically, the second preset duration is longer than the first preset duration. Using the current time as a baseline, counting back 10 minutes, for example, if the current time is 19:42, and the customer service representative and customer 1 maintain a continuous interactive session between 19:32 and 19:42, then the assistant system activates the SSE monitoring mechanism. This dual-time condition setting can more accurately identify active chat scenarios that truly require real-time information updates, avoiding accidental triggering of SSE monitoring due to short stays, and further optimizing the efficiency of system resource utilization.

[0041] Specifically, the assistant system generates an information retrieval request based on the target customer's customer identifier and sends it to the server. The server uses the SSE incremental update method to monitor changes in customer information corresponding to that customer identifier in business systems (such as the order system, payment system, and customer information system). When a change in information is detected (such as an update to basic customer information or order status), the server transmits the incremental customer information to the assistant system via the SSE connection to update the current customer information cached in the IndexedDB database. Based on the updated current customer information, the server then re-renders and displays the customer information interface.

[0042] For SSE incremental update methods, please refer to [link / reference]. Figure 5 As shown, the process is as follows: 1. The assistant system subscribes to the SSE connection via the EventSource API and processes incremental customer information in the callback function. When the server sends incremental customer information through the SSE connection, the assistant system automatically calls this pre-registered callback function to process the received incremental customer information, such as updating the local cache and re-rendering the interface.

[0043] 2. The server listens to the event queue corresponding to the customer identifier of the target customer in the business system. When the event is triggered (such as order creation or payment success), the changed incremental customer information is formatted into an SSE message. 3. The server pushes SSE messages to the subscribed assistant system via a persistent SSE connection. Because SSE is a persistent connection channel, data can be continuously pushed to the assistant system once a connection is established, without the need to repeatedly establish connections.

[0044] The following is an example of formatting the changed incremental customer information into an SSE message: Incremental customer information is first formatted as JSON and then converted into SSE messages. The server pushes the SSE messages to the assistant system, which then converts them back into JSON. JSON (JavaScript Object Notation) is a lightweight, cross-language data exchange format, primarily used for transmitting structured data between different systems (such as between the server and assistant systems). It is not a programming language itself, but rather a "data description format," and almost all programming languages ​​support its parsing and generation.

[0045] 1. JSON formatting, taking order information as an example. Each order has its own order number. For example, when the server detects a status change for order number 12345678 for customer webchatTest_120, it needs to push the order status to the assistant system. The push protocol is as follows: { "orderId": "12345678", / / Customer's order number; "waiterId": "test1", / / The name of the customer service representative; "userId": "webchatTest_120", / / Customer's name; "status": "Paid", / / The status of the customer's order after payment; "createTime": "202511241023", / / The customer paid at 10:23 AM on November 24, 2025. } 2. SSE messages event: order.paid, / / Custom event type (indicates "order has been paid", the assistant system can filter messages by this type); id: 1732400600000-7a2f9d, / / Unique message identifier (composed of "timestamp + random string", used to recover messages when reconnecting after disconnection); data: {"orderId":"12345678","waiterId":"test1","userId":"webchatTest_120","status":"Paid","createTime":"202511241023"} / / The serialized standard JSON string; retry: 3000 / / Automatic reconnection interval after server and assistant system disconnection (3 seconds, adjustable adaptively).

[0046] 3. The server pushes the above SSE message to the assistant system. The push method is as follows: The server pushes the SSE message to the assistant system through the sse.pushToAllClients method. The assistant system receives the message by listening to order.paid through the sse.addEventListener method in the EventSource API to update the order status.

[0047] After receiving incremental customer information from the server, the assistant system merges this information into the target customer's current customer information in the IndexedDB database. Specifically, it iterates through the relevant fields of the incremental data using methods such as field overwriting, nested object merging, and array replacement, updating the local cached data one by one. The updated current customer information is then written back to the local cache, and finally, the updated partial information page is rendered. Because SSE is a one-way streaming push method, the server can continuously send data through the SSE connection after detecting changes in business system data, while the customer service workbench keeps the connection open at all times. This avoids the customer service workbench frequently initiating requests, reduces network overhead and server load, and achieves efficient and real-time data synchronization.

[0048] The method provided in the above embodiments intelligently triggers the SSE listening mechanism by monitoring the duration of customer service representatives' stay on the target customer's conversation interface and the state of the conversation interaction. This achieves an adaptive data push strategy based on conversation activity, which can provide real-time information updates when customer service representatives are in conversation with customers for a long time, while avoiding unnecessary connection overhead. At the same time, the use of incremental update and preset format conversion mechanism significantly reduces network transmission load and server pressure, and improves the response speed and data synchronization efficiency of the customer service workbench.

[0049] The foregoing Figure 4 , Figure 5 The SSE long-connection mechanism is described. In one optional implementation, the server will proactively close the SSE long-connection to release resources when it determines that the customer service workbench does not need it, such as when the customer service workbench logs out or disconnects from the network and fails to reconnect. Specifically, the server periodically queries the assistant system for the usage status of the customer service workbench through a heartbeat mechanism. The assistant system provides feedback on the usage status based on the actual situation: if the feedback indicates that a customer service representative is using the customer service workbench, the server continues to maintain the SSE long-connection; if the feedback indicates that the customer service representative has logged out of the customer service workbench, the server disconnects the SSE long-connection; when the customer service workbench disconnects from the network and fails to connect, causing the assistant system to be unable to respond to multiple queries from the server, the server will also proactively disconnect the SSE long-connection to prevent resource waste.

[0050] Additionally, if a customer service representative logs out of the customer service workbench, all cached customer information in the IndexedDB database is cleared to prevent excessive cached data from causing memory overflow and system lag. When the customer service representative logs back into the workbench, the cache calculation and SSE connection establishment are re-performed from the initial steps.

[0051] In another optional implementation, during customer service interactions with target customers, encountering a weak network environment (i.e., unstable network) may lead to SSE connection interruptions and data push delays. To address this issue and ensure system availability and customer service experience, this solution designs a weak network degradation update strategy: 1. The customer service workbench uses the browser's navigator.onLine API (online status monitoring) to detect network connection status and listen for online and offline events to detect network changes in real time; 2. When a weak network environment is detected, a downgrade mode is activated: the customer information interface is rendered only based on the current customer information cached in the IndexedDB database. Real-time updates are disabled, and SSE connections and active data fetching operations are paused to prevent page lag due to network issues. Simultaneously, a network instability warning is displayed on the page to inform customer service that the system is in downgrade mode, allowing them to check and repair the network.

[0052] 3. After the network is restored, the assistant system will automatically reconnect to SSE and can actively obtain server data.

[0053] See Figure 6 The diagram illustrates a specific information processing method according to an embodiment of the present invention, including the following steps: 1. Customer service representatives log in to the customer service workbench and initialize the IndexedDB database corresponding to that customer service representative; 2. When a customer service representative selects any customer in the chat list on the customer service workbench, such as customer 1, the selected action (such as customer 1's customer identifier) ​​will notify the control center of the customer service workbench. The control center will then issue a command based on customer 1's customer identifier and pass it to the assistant system. The assistant system will retrieve the initial customer information from the server based on customer 1's customer identifier, cache the initial customer information as the current customer information in the IndexedDB database, and set the current cache time to the initial cache time, such as 5 minutes. 3. Each time a customer service representative visits a customer, the number of visits to that customer is recorded. 4. When the customer service representative switches back to customer 1, the next cache time is determined based on the number of times the customer service representative accesses customer 1, and the next cache time is updated in the IndexedDB database. 5. If the cached time of Customer 1's current customer information has not reached 5 minutes, continue to display the customer information interface rendered based on Customer 1's current customer information; 6. When the cached time of Customer 1's current customer information reaches 5 minutes, under the conflict resolution mechanism, the server is requested to obtain the latest customer information of Customer 1 through the double cache time adjustment method; 7. Merge the latest customer information into the current customer information, determine the incremental customer information, and render only a portion of the customer information interface based on the incremental customer information; 8. Monitor the duration of customer service stay on Customer 1's conversation interface. If the duration of stay does not reach the preset duration, continue to display the customer information interface rendered based on Customer 1's current customer information. 9. When the dwell time reaches the preset time and the session interaction state is maintained within the preset time, generate an information acquisition request based on the customer identifier of customer 1 and send it to the server. Receive incremental customer information returned by the server to update the current customer information, and then re-render the customer information interface based on the updated current customer information.

[0054] This invention solves the problem of untimely customer information updates in existing customer service workstations by improving data real-time performance, optimizing resource utilization, and enhancing system stability. It is characterized by high efficiency and stability, making it suitable for business scenarios with high concurrency and real-time requirements. Specifically, it includes the following aspects: 1. Improve data real-time performance: By combining with the SSE real-time push mechanism, ensure that key business events (such as order creation, payment success, and customer name change) can be updated to the customer service workbench in a timely manner, avoiding the problem of data update lag.

[0055] 2. Optimize resource utilization: Introduce a dual caching mechanism (local cache + incremental cache) and a dynamic cache time adjustment algorithm to automatically merge local and incremental caches, thereby increasing the data retrieval frequency of high-frequency customers and decreasing the data retrieval frequency of low-frequency customers, realizing real-time data updates and efficient merging, and reducing server load and network overhead.

[0056] 3. Enhance system stability: Through conflict resolution mechanism (ETag comparison) and weak network degradation strategy, ensure that the system can still run normally and provide reliable data services in weak network environment or high concurrency scenario, and will not cause page lag due to repeated rendering.

[0057] See Figure 7 The diagram shows a schematic representation of the main modules of an information processing device 700 provided in an embodiment of the present invention, including: Module 701 is used to respond to the customer service's operation of switching the session to the target customer and to determine the next cache time based on the number of times the customer service visits the target customer. The maintenance module 702 is used to obtain the current cache time set for the current customer information of the target customer, and in response to the fact that the cache time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information; The update module 703 is used to respond to the current cache time of the current customer information reaching the current cache time, request the server to obtain the latest customer information of the target customer to update the current customer information, re-render the customer information interface based on the updated current customer information and display it, and update the current cache time to the next cache time.

[0058] The apparatus for implementing the present invention further includes an initial processing module, used for: In response to customer service login, identify the target customer in the conversation list and retrieve the target customer's initial customer information from the server. The initial customer information is cached as the current customer information, and an initial cache time is set. In response to customer service logout, cached customer information is cleared.

[0059] In the apparatus of this invention, the determination of the target customer in the session list in the initial processing module includes one of the following methods: Determine the target customer selected by the customer service representative from the chat list; Identify all customers in the session list; Determine the last chat time between the customer service representative and each customer in the chat list, and filter out customers whose last chat time falls within a preset time range.

[0060] In the apparatus of this invention, the determining module 701 is used for: Determine the access frequency range that the access count hits, and determine the next cache time based on the preset correspondence between the access frequency range and the cache time.

[0061] In the apparatus of this invention, the updating module 703 is used for: Extract the update timestamp from the current customer information; wherein the update timestamp is set by the server when updating the customer information; Based on the target customer's customer identifier and the update timestamp, an information retrieval request is generated and sent to the server; The server receives either a no-modification instruction or the latest customer information returned by the server. The server determines the latest customer information corresponding to the customer identifier and compares the update timestamp with the latest update timestamp of the latest customer information. If they match, the server returns a no-modification instruction; otherwise, it returns the latest customer information.

[0062] The apparatus of this invention further includes a monitoring module, used for: Monitor the duration of customer service stay on the target customer's conversation interface, and in response to the duration of stay reaching a preset duration and maintaining the conversation interaction state within the preset duration, generate an information acquisition request based on the target customer's customer identifier and send it to the server. The system receives incremental customer information returned by the server to update the current customer information, and re-renders and displays the customer information interface based on the updated current customer information. The server monitors the customer information corresponding to the customer identifier in the business system in real time, and converts the incremental customer information into a preset format in response to the detection of changes in customer information.

[0063] In the apparatus of this invention, the monitoring module is used for: In response to the dwell time reaching the first preset duration, a second preset duration time window is calculated based on the current time. In response to the customer service representative and the target customer maintaining a continuous conversational interaction within the time window, an information retrieval request is generated based on the target customer's customer identifier and sent to the server; wherein, the first preset duration is less than the second preset duration.

[0064] In the apparatus of this invention, the client receives the incremental client information returned by the server through a preset long connection. The apparatus further includes a long connection module for: The system receives client usage status query commands periodically sent by the server, returns the client usage status to the server, and enables the server to maintain or disconnect the preset long connection based on the usage status. Specifically, the server maintains the preset long connection when the usage status is "in use"; and disconnects the preset long connection when the usage status is "logout" or "disconnection from the network".

[0065] The apparatus of this invention further includes a weak network processing module, used for: Real-time monitoring of network connection status; In response to the network connection status being offline, the preset long connection and customer information acquisition operations are paused, and a prompt message is displayed; In response to the network connection status being restored from offline to online, a preset long connection is re-established and the customer information acquisition operation is resumed.

[0066] Furthermore, the specific implementation details of the device described in the embodiments of the present invention have been described in detail in the above-described method, so the details will not be repeated here.

[0067] Figure 8 An exemplary system architecture 800 to which embodiments of the present invention can be applied is shown, including terminal devices 801, 802, 803, network 804, and server 805 (only an example).

[0068] Terminal devices 801, 802, and 803 can be various electronic devices with displays and web browsing capabilities, and can be equipped with various communication client applications. Users can use terminal devices 801, 802, and 803 to interact with server 805 via network 804 to receive or send messages, etc.

[0069] Network 804 is a medium used to provide a communication link between terminal devices 801, 802, 803 and server 805. Network 804 can include various connection types, such as wired or wireless communication links or fiber optic cables, etc.

[0070] Server 805 can be a server providing various services, such as a backend management server supporting shopping websites browsed by users using terminal devices 801, 802, and 803 (this is just an example). The backend management server can analyze and process data such as received product information query requests, and feed back the processing results (such as target push information and product information—this is just an example) to the terminal devices. It should be noted that the method provided in this embodiment of the invention is generally executed by server 805, and correspondingly, the apparatus is generally set in server 805.

[0071] It should be understood that Figure 8The number of terminal devices, networks, and servers shown is merely illustrative. Depending on implementation needs, any number of terminal devices, networks, and servers can be included.

[0072] The following is for reference. Figure 9 It shows a schematic diagram of the structure of a computer system 900 suitable for implementing a terminal device of the present invention. Figure 9 The terminal device shown is merely an example and should not impose any limitations on the functionality and scope of use of the embodiments of the present invention.

[0073] like Figure 9 As shown, the computer system 900 includes a central processing unit (CPU) 901, which can perform various appropriate actions and processes based on programs stored in read-only memory (ROM) 902 or programs loaded from storage section 908 into random access memory (RAM) 903. The RAM 903 also stores various programs and data required for the operation of the system 900. The CPU 901, ROM 902, and RAM 903 are interconnected via a bus 904. An input / output (I / O) interface 905 is also connected to the bus 904.

[0074] The following components are connected to I / O interface 905: an input section 906 including a keyboard, mouse, etc.; an output section 907 including a cathode ray tube (CRT), liquid crystal display (LCD), etc., and speakers, etc.; a storage section 908 including a hard disk, etc.; and a communication section 909 including a network interface card such as a LAN card, modem, etc. The communication section 909 performs communication processing via a network such as the Internet. A drive 910 is also connected to I / O interface 905 as needed. A removable medium 911, such as a disk, optical disk, magneto-optical disk, semiconductor memory, etc., is installed on drive 910 as needed so that computer programs read from it can be installed into storage section 908 as needed.

[0075] In particular, according to the embodiments disclosed in this invention, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, embodiments disclosed in this invention include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via communication section 909, and / or installed from removable medium 911. When the computer program is executed by central processing unit (CPU) 901, it performs the functions defined above in the system of this invention.

[0076] It should be noted that the computer-readable medium shown in this invention can be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium can be, for example,—but not limited to—an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination thereof. In this invention, a computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In this invention, a computer-readable signal medium can include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. Computer-readable signal media can also be any computer-readable medium other than computer-readable storage media, which can send, propagate, or transmit a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wireless, wire, optical fiber, RF, etc., or any suitable combination thereof.

[0077] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of the present invention. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in a block diagram or flowchart, and combinations of blocks in a block diagram or flowchart, may be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0078] The modules described in the embodiments of the present invention can be implemented in software or hardware. The described modules can also be housed in a processor; for example, a processor can be described as including a determining module, a maintaining module, and an updating module. The names of these modules do not necessarily limit the module itself; for example, a maintaining module can also be described as a "keeping module".

[0079] In another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiments; or it may exist independently and not assembled into the device. The computer-readable medium carries one or more programs that, when executed by the device, cause the device to perform any of the information processing methods described above.

[0080] The computer program product of the present invention includes a computer program that, when executed by a processor, implements the information processing method in the embodiments of the present invention.

[0081] The specific embodiments described above do not constitute a limitation on the scope of protection of this invention. Those skilled in the art should understand that various modifications, combinations, sub-combinations, and substitutions can occur depending on design requirements and other factors. Any modifications, equivalent substitutions, and improvements made within the spirit and principles of this invention should be included within the scope of protection of this invention.

Claims

1. An information processing method, characterized in that, Applied to a customer service client, the method includes: In response to a customer service representative switching a session to the target customer, the next caching time is determined based on the number of times the customer service representative accesses the target customer. Get the current cache time set for the current customer information of the target customer, and in response to the fact that the cache time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information; In response to the cached time of the current customer information reaching the current cache time, the server is requested to obtain the latest customer information of the target customer to update the current customer information. Based on the updated current customer information, the customer information interface is re-rendered and displayed, and the current cache time is updated to the next cache time.

2. The method according to claim 1, characterized in that, Prior to the action of switching the session to the target customer in response to the customer service representative's action, the method further includes: In response to customer service login, identify the target customer in the conversation list and retrieve the target customer's initial customer information from the server. The initial customer information is cached as the current customer information, and an initial cache time is set. In response to customer service logout, cached customer information is cleared.

3. The method according to claim 2, characterized in that, The determination of target customers in the session list includes one of the following methods: Determine the target customer selected by the customer service representative from the chat list; Identify all customers in the session list; Determine the last chat time between the customer service representative and each customer in the chat list, and filter out customers whose last chat time falls within a preset time range.

4. The method according to claim 1, characterized in that, The method of determining the next caching time based on the number of times customer service visits the target customer includes: Determine the access frequency range that the access count hits, and determine the next cache time based on the preset correspondence between the access frequency range and the cache time.

5. The method according to claim 1, characterized in that, The request to the server to obtain the latest customer information of the target customer includes: Extract the update timestamp from the current customer information; wherein the update timestamp is set by the server when updating the customer information; Based on the target customer's customer identifier and the update timestamp, an information retrieval request is generated and sent to the server; The server receives either a no-modification instruction or the latest customer information returned by the server. The server determines the latest customer information corresponding to the customer identifier and compares the update timestamp with the latest update timestamp of the latest customer information. If they match, the server returns a no-modification instruction; otherwise, it returns the latest customer information.

6. The method according to claim 1, characterized in that, The method further includes: Monitor the duration of customer service stay on the target customer's conversation interface, and in response to the duration of stay reaching a preset duration and maintaining the conversation interaction state within the preset duration, generate an information acquisition request based on the target customer's customer identifier and send it to the server. The system receives incremental customer information returned by the server to update the current customer information, and re-renders and displays the customer information interface based on the updated current customer information. The server monitors the customer information corresponding to the customer identifier in the business system in real time, and converts the incremental customer information into a preset format in response to the detection of changes in customer information.

7. The method according to claim 6, characterized in that, The response to the dwell time reaching a preset duration and maintaining the session interaction state within the preset duration includes generating an information retrieval request based on the target customer's customer identifier and sending it to the server, including: In response to the dwell time reaching the first preset duration, a second preset duration time window is calculated based on the current time. In response to the customer service representative and the target customer maintaining a continuous conversational interaction within the time window, an information retrieval request is generated based on the target customer's customer identifier and sent to the server; wherein, the first preset duration is less than the second preset duration.

8. The method according to claim 6, characterized in that, The method further includes: the client receiving the incremental customer information returned by the server through a preset long connection; The system receives client usage status query commands periodically sent by the server, returns the client usage status to the server, and enables the server to maintain or disconnect the preset long connection based on the usage status. Specifically, the server maintains the preset long connection when the usage status is "in use"; and disconnects the preset long connection when the usage status is "logout" or "disconnection from the network".

9. The method according to claim 6, characterized in that, The method further includes: Real-time monitoring of network connection status; In response to the network connection status being offline, the preset long connection and customer information acquisition operations are paused, and a prompt message is displayed; In response to the network connection status being restored from offline to online, a preset long connection is re-established and the customer information acquisition operation is resumed.

10. An information processing device, characterized in that, The device, used in customer service clients, includes: The determination module is used to respond to the customer service representative's operation of switching the session to the target customer, and to determine the next cache time based on the number of times the customer service representative accesses the target customer; The maintenance module is used to obtain the current cache time set for the current customer information of the target customer, and in response to the fact that the cache time of the current customer information has not reached the current cache time, display the customer information interface rendered based on the current customer information; The update module is used to respond to the current customer information's cached time reaching the current cache time by requesting the server to obtain the latest customer information of the target customer to update the current customer information, re-rendering and displaying the customer information interface based on the updated current customer information, and updating the current cache time to the next cache time.

11. An electronic device, characterized in that, include: One or more processors; Storage device for storing one or more programs. When the one or more programs are executed by the one or more processors, the one or more processors implement the method as described in any one of claims 1-9.

12. A computer-readable medium having a computer program stored thereon, characterized in that, When the program is executed by the processor, it implements the method as described in any one of claims 1-9.

13. A computer program product, comprising a computer program, characterized in that, When the computer program is executed by a processor, it implements the method as described in any one of claims 1-9.

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