Client session distribution and reminding method and system based on enterprise WeChat session archiving

Abstract

The invention discloses a customer session distribution and reminding method and system based on enterprise WeChat session archiving, and belongs to the technical field of session distribution and reminding. Customer session messages are obtained through a background server at intervals of first preset time intervals, newly-added session detection is performed on the customer session messages, and if newly-added sessions exist, the customer session messages are sent to the background server; if yes, client session distribution information is generated according to the scheduling condition of the reception personnel and a preset distribution rule, timeout detection is carried out at the same time, a timeout detection result is obtained, the applet side distributes the newly-added session to the corresponding reception personnel according to the client session distribution information, and timeout reminding is generated if the timeout detection result is that timeout exists. By automatically synchronizing the message of the enterprise WeChat session, the intelligent distribution of the customer session is realized, the reception and processing efficiency of the customer service staff is improved, meanwhile, a reminding mechanism for overtime detection is set, the response timeliness and the customer satisfaction are improved, the system development workload is remarkably reduced, and the implementation complexity and cost are reduced.

Description

Technical Field

[0001] This invention belongs to the field of conversation allocation and reminder technology, specifically relating to a method and system for customer conversation allocation and reminder based on WeChat conversation archives. Background Technology

[0002] With the rapid development of the internet and the increasing awareness of service, online customer service has become integrated into daily life. WeChat Work, as a mainstream enterprise-level communication tool, has widely adopted its customer service functions. However, existing WeChat Work customer service is primarily based on a single-customer model. When faced with a large number of customer inquiries, especially when multiple customers come from the same organization, problems such as low efficiency in handling and processing inquiries by customer service personnel can easily arise.

[0003] Meanwhile, existing systems struggle to guarantee response time. Due to the lack of real-time alerts, customer service personnel are prone to missing new conversations or failing to respond within the timeout period, leading to prolonged periods of unresponsiveness and severely impacting customer satisfaction. Furthermore, building a complete traditional customer service system is costly, typically requiring independent development of chat systems, message synchronization, and alert functions, resulting in a complex system architecture and high development and maintenance costs.

[0004] Therefore, how to provide an effective technical solution to address the problems of low customer service reception and processing efficiency, unreliable response time, lack of reminder mechanisms, and high development and maintenance costs in existing technologies has become an urgent problem to be solved in existing technologies. Summary of the Invention

[0005] The purpose of this invention is to provide a method and system for customer session allocation and reminder based on WeChat conversation archives, in order to solve the above-mentioned problems existing in the prior art.

[0006] To achieve the above objectives, the present invention adopts the following technical solution: In a first aspect, the present invention provides a method for customer session allocation and reminders based on WeChat conversation archives, including: The backend server retrieves customer conversation messages from WeChat Work at the first preset interval, checks for new conversations in the customer conversation messages, and if a new conversation exists, it generates customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and the new conversation, and sends the customer conversation allocation information to the mini program through the Socket communication channel. The backend server checks the session timeout of the session assigned to the receptionist every second preset interval and preset reply time, obtains the timeout detection result, and sends the timeout detection result to the mini-program through the Socket communication channel; The mini-program receives customer session allocation information through the Socket communication channel and assigns the new session to the corresponding receptionist based on the customer session allocation information; The mini-program receives the timeout detection result through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder is generated.

[0007] In one possible design, the preset allocation rule includes at least one of the following: Based on the staff's schedule, the staff will be assigned to the staff currently on duty. Get the number of pending sessions for each receptionist, sort the number of pending sessions for each receptionist, and assign the session to the receptionist with the fewest pending sessions. Obtain the customer's corresponding historical conversation messages, extract the historical conversation messages to obtain the historical reception staff, and assign them to the historical reception staff currently on duty based on the historical reception staff and their schedules. The service domain of the receptionist is obtained, keyword detection is performed on the new session to obtain the detected keywords, and the session domain is obtained based on the detected keywords and the pre-built keyword domain correspondence table. The session domain is matched with the service domain of the receptionist to obtain the matching result, which includes the matching degree. The session domain is assigned to the receptionist with the highest matching degree.

[0008] In one possible design, customer session allocation information is generated based on the reception staff's schedule, preset allocation rules, and new sessions, including: Based on the preset allocation rules and the staff schedule, a sequence of staff that can be allocated to reception is obtained; The system matches the available reception staff sequence with the new session to obtain the matching results. The reception staff with the highest matching degree is selected, and customer session allocation information is generated based on the reception staff with the highest matching degree.

[0009] In one possible design, the timeout detection result includes whether a timeout exists or not; the session timeout detection is performed on the session assigned by the receptionist every second preset interval and preset response time to obtain the timeout detection result, including: The system performs a check every second preset interval. If a session is found to be unanswered by the receptionist within the preset response time, a timeout detection result is obtained. The system performs a check every second preset interval. If it detects that there are no unanswered sessions within the preset response time, it obtains a timeout detection result indicating that there is no timeout.

[0010] In one possible design, after generating the timeout reminder, the following is also included: In response to the user's click on the timeout reminder, the mini-program calls the API interface of WeChat Work and receives the data returned by WeChat Work. The data returned by the WeChat Work client is parsed and displayed so that the mini-program client can jump to the WeChat Work client and open the corresponding customer conversation interface for replying to the timeout reminder.

[0011] In one possible design, after generating the timeout reminder, the following is also included: Obtain customer priority levels; When timeout reminders include reminders from multiple customers, the reminders from multiple customers are sorted according to their customer priority level to obtain sorted timeout reminders, so that reception staff can respond according to the sorted timeout reminders.

[0012] Secondly, this invention provides a customer conversation allocation and reminder system based on WeChat conversation archiving, including: The backend server is used to retrieve customer conversation messages from WeChat Work at the first preset interval, detect new conversations in the customer conversation messages, and if new conversations exist, generate customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and new conversations, and send the customer conversation allocation information to the mini program through the Socket communication channel. The backend server is also used to perform session timeout detection on the sessions assigned by the reception staff every second preset interval and preset reply time, obtain the timeout detection result, and send the timeout detection result to the mini program through the Socket communication channel; On the mini-program side, it is used to receive customer session allocation information through the Socket communication channel and assign new sessions to the corresponding reception staff according to the customer session allocation information; On the mini-program side, it is also used to receive timeout detection results through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder will be generated.

[0013] In one possible design, it also includes a WeChat Work client, which is used to receive a session message retrieval request sent by the backend server, generate a customer session message based on the customer session message retrieval request, and send the customer session message to the backend server.

[0014] The beneficial effects of this invention are as follows: This invention discloses a method and system for customer session allocation and reminder based on WeChat Work session archiving. The system retrieves customer session messages from WeChat Work at first preset intervals via a backend server. It checks for newly added sessions. If a new session exists, customer session allocation information is generated based on the receptionist's schedule, preset allocation rules, and the new session. Furthermore, at second preset intervals and a preset response time, session timeout checks are performed on the sessions allocated to the receptionist. The customer session allocation information and timeout results are then sent to a mini-program via a Socket communication channel. The mini-program receives the customer session allocation information and timeout results via the Socket communication channel and allocates the new session to the corresponding receptionist based on the customer session allocation information. If the timeout result indicates a timeout, a timeout reminder is generated. This invention achieves intelligent customer session allocation by automatically synchronizing messages from WeChat Work conversations and combining this with staff scheduling, preset allocation rules, and new conversations to generate customer session allocation information. This improves the efficiency of customer service staff in handling customer service requests. It also includes a timeout detection and alert mechanism; if a timeout is detected, a timeout reminder is generated, automatically monitoring and alerting for timeout behavior, thus improving response timeliness and customer satisfaction. Furthermore, this invention utilizes a lightweight architecture built on the native capabilities of WeChat Work, significantly reducing system development workload, minimizing wasted program resources, and lowering implementation and maintenance complexity and costs, making it easy to apply and promote. Attached Figure Description

[0015] Figure 1 A flowchart illustrating a customer conversation allocation and reminder method based on WeChat conversation archiving provided in this embodiment of the invention; Figure 2 A block diagram of a customer conversation allocation and reminder system based on WeChat conversation archives provided in an embodiment of the present invention. Detailed Implementation

[0016] To more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the present invention will be briefly introduced below in conjunction with the accompanying drawings and descriptions of the embodiments or the prior art. Obviously, the following description of the structure of the accompanying drawings is only some embodiments of the present invention. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort. It should be noted that the description of these embodiments is for the purpose of helping to understand the present invention, but does not constitute a limitation of the present invention.

[0017] It should be understood that although the terms first, second, etc., may be used herein to describe various units, these units should not be limited by these terms. These terms are only used to distinguish one unit from another. For example, a first unit may be referred to as a second unit, and similarly, a second unit may be referred to as a first unit, without departing from the scope of the exemplary embodiments of the invention.

[0018] It should be understood that the term "and / or" that may appear in this document is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can mean: A exists alone, B exists alone, and A and B exist simultaneously. The term " / and" that may appear in this document describes another relationship between related objects, indicating that two relationships can exist. For example, A / and B can mean: A exists alone, and A and B exist alone. In addition, the character " / " that may appear in this document generally indicates that the related objects before and after it are in an "or" relationship.

[0019] Example: like Figure 1 As shown, the first aspect of this embodiment provides a method for customer session allocation and reminder based on WeChat conversation archives. This method can be executed, but is not limited to, by a computer device or virtual machine with certain computing resources, such as a personal computer or smartphone, or by a virtual machine. The customer session allocation and reminder method includes, but is not limited to, the following steps: S1. The backend server retrieves customer conversation messages from the WeChat Work client at the first preset interval, performs new conversation detection on the customer conversation messages, and if a new conversation exists, generates customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and the new conversation, and sends the customer conversation allocation information to the mini program client through the Socket communication channel. The preset allocation rule includes at least one of the following: Based on the staff's schedule, the staff will be assigned to the staff currently on duty. Get the number of pending sessions for each receptionist, sort the number of pending sessions for each receptionist, and assign the session to the receptionist with the fewest pending sessions. Obtain the customer's corresponding historical conversation messages, extract the historical conversation messages to obtain the historical reception staff, and assign them to the historical reception staff currently on duty based on the historical reception staff and their schedules. The service domain of the receptionist is obtained, keyword detection is performed on the new session to obtain the detected keywords, and the session domain is obtained based on the detected keywords and the pre-built keyword domain correspondence table. The session domain is matched with the service domain of the receptionist to obtain the matching result, which includes the matching degree. The session domain is assigned to the receptionist with the highest matching degree.

[0020] It should be noted that the staff's scheduling information is entered into the backend server in advance by the staff. Historical customer conversations are retrieved, and historical staff are extracted from these conversations to determine the historical staff. New conversations are then prioritized for assignment to the currently scheduled historical staff to improve communication efficiency and time. For example, if the application scenario in this embodiment is product sales, the service areas of the staff include pre-sales and after-sales services. After keyword detection for a new conversation, the conversation area is determined by matching the detected keywords with a pre-built keyword area correspondence table. For instance, if the keyword for a new conversation is "exchange," it is matched against the keyword area correspondence table to obtain "exchange" - "after-sales service." Therefore, the matched conversation area is after-sales service. The service areas of the staff are then matched against the matched conversation area to obtain the matching degree. The new conversation is then assigned to the staff whose service area is after-sales service and whose matching degree is the highest.

[0021] Specifically, based on the reception staff's shift schedule, preset allocation rules, and new sessions, customer session allocation information is generated, including: S11. Based on the preset allocation rules and the staff schedule, obtain the sequence of allocable staff. S12. Match the available reception staff sequence with the new session to obtain the matching result, select the reception staff with the highest matching degree, and generate customer session allocation information based on the reception staff with the highest matching degree.

[0022] Specifically, matching is performed based on the available sequence of reception staff and new sessions. This matching process includes, but is not limited to, matching the degree of relevance of the session domain, thereby improving customer satisfaction and reducing the complaint rate.

[0023] S2. The backend server performs timeout checks on the reception staff every second preset interval and preset response time, obtains the timeout detection result, and sends the timeout detection result to the mini-program through the Socket communication channel; The timeout detection result includes whether a timeout occurred or not.

[0024] Specifically, in step S2, timeout checks are performed on the reception staff every second preset interval and a preset response time to obtain the timeout detection results, including: S21. Perform a check every second preset interval. If a customer conversation that has not been responded to by the receptionist within the preset response time is detected, a timeout detection result is obtained. S22. Perform a check every second preset interval. If it is detected that there are no unanswered customer conversations within the preset response time, then a timeout detection result indicating no timeout is obtained.

[0025] In this embodiment, the backend server and the mini-program communicate using a Socket communication channel. The Socket communication channel allows different devices to establish reliable connections and exchange data through this connection. It has high flexibility and reliability, high efficiency, low data loss rate, is simple to use and easy to port. In this embodiment, the mini-program is a WeChat mini-program.

[0026] S3. The mini-program receives customer session allocation information through the Socket communication channel and assigns the new session to the corresponding receptionist based on the customer session allocation information; In practice, after receiving customer session allocation information, the mini-program extracts the customer session allocation information to obtain the allocation receptionist information, and then allocates the new session to the allocation receptionist, which significantly improves allocation efficiency and reduces intermediate processing time.

[0027] S4. The mini-program receives the timeout detection result through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder is generated.

[0028] In a preferred embodiment, after generating the timeout reminder, the method further includes: In response to the user's click on the timeout reminder, the mini-program calls the API interface of WeChat Work and receives the data returned by WeChat Work. The data returned by the WeChat Work client is parsed and displayed so that the mini-program client can jump to the WeChat Work client and open the corresponding customer conversation interface for replying to the timeout reminder.

[0029] In practice, after a timeout reminder is generated, the receptionist's mini-program interface displays the timeout reminder. At this time, the jump link to the customer's conversation interface is obtained. By binding the jump link to the timeout reminder interface, the receptionist can directly jump to the customer's conversation interface to reply to the conversation by clicking the timeout reminder interface on the mini-program interface.

[0030] It should be noted that the timeout reminder interface may be presented in the form of a widget or a prompt box. The specific presentation method is to be selected by the implementer as needed, and will not be elaborated on here.

[0031] In a preferred embodiment, the method further includes receiving and displaying a notification of the session information corresponding to the newly added session on the mini-program terminal.

[0032] At this point, in response to the user's click on the new conversation, the mini-program calls the API interface of WeChat Work and receives the data returned by WeChat Work; it then parses and displays the data returned by WeChat Work so that the mini-program can jump to WeChat Work and open the customer conversation interface corresponding to the new conversation to reply.

[0033] It should be noted that the implementation principle is the same as that of the timeout reminder reply. Through the above method, you can directly jump from the mini-program to the corresponding conversation interface in WeChat Work to reply, thereby improving reply efficiency and shortening reply time.

[0034] In a preferred embodiment, after generating the timeout reminder, the method further includes: Obtain customer priority levels; When timeout reminders include reminders from multiple customers, the reminders from multiple customers are sorted according to their customer priority level to obtain sorted timeout reminders, so that reception staff can respond according to the sorted timeout reminders.

[0035] In practice, customer priority levels are determined based on customer star rating or urgency level. Overdue reminders for different customers are then sorted according to their priority levels, with the highest priority customers' overdue reminders listed first and the lowest priority customers' overdue reminders listed last. Reception staff can also manually adjust the sorting, such as sorting by time or by the urgency of the customer's response.

[0036] In this embodiment, the first preset interval time and the second preset interval time are set by the staff, and the settable time unit is minutes, hours or days, which will not be described in detail here.

[0037] In this embodiment, when multiple customers come from the same client organization, a dedicated customer group is created for all customers of the same organization. All customers' posts are visible to each other, thus avoiding duplicate inquiries due to customers being unaware of each other's questions. This embodiment also allows multiple organizations to join the same dedicated group, facilitating information sharing and communication between organizations. By establishing dedicated customer groups, the problems of multiple customers simultaneously inquiring about the same issue without each other's knowledge and different customer service personnel needing to repeatedly answer the same questions from different customers are resolved.

[0038] Based on the above-disclosed content, this embodiment provides a customer conversation allocation and reminder method. It synchronizes customer conversation messages in WeChat Work at preset intervals and captures newly added conversations within these messages. Customer conversation allocation information is generated based on the staff's schedule and preset allocation rules. The mini-program then allocates customer conversations to the corresponding staff based on this information. Simultaneously, it detects timeout responses from staff. If a timeout occurs, a corresponding timeout reminder is generated to prompt the staff to respond to the customer conversation promptly. This achieves automatic detection and alerting for timeout responses, improving response efficiency and customer satisfaction. It also allows staff to jump directly to the customer conversation interface with one click, enhancing response convenience. Furthermore, it utilizes WeChat Work's conversation archiving capabilities to reduce resource waste and development workload in intermediate processes, ensuring high system reliability and lowering operation and maintenance costs.

[0039] like Figure 2 As shown, the second aspect of this embodiment provides a customer conversation allocation and reminder system based on WeChat conversation archives, including: The backend server is used to retrieve customer conversation messages from WeChat Work at the first preset interval, detect new conversations in the customer conversation messages, and if new conversations exist, generate customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and new conversations, and send the customer conversation allocation information to the mini program through the Socket communication channel. The backend server is also used to perform session timeout detection on the sessions assigned by the reception staff every second preset interval and preset reply time, obtain the timeout detection result, and send the timeout detection result to the mini program through the Socket communication channel; On the mini-program side, it is used to receive customer session allocation information through the Socket communication channel and assign new sessions to the corresponding reception staff according to the customer session allocation information; On the mini-program side, it is also used to receive timeout detection results through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder will be generated.

[0040] In a preferred embodiment, the system also includes a WeChat Work client, which is used to receive a session message retrieval request sent by the backend server, generate a customer session message based on the customer session message retrieval request, and send the customer session message to the backend server.

[0041] In practice, the WeChat Work client and the backend server are synchronized, enabling the backend server to directly obtain customer conversation messages from the WeChat Work client, reuse WeChat Work's conversation archiving capabilities, significantly reduce system development workload, and improve system reliability.

[0042] The working process, working details and technical effects of the customer conversation allocation and reminder system based on WeChat conversation archives provided in the second aspect of this embodiment can be found in the customer conversation allocation and reminder method based on WeChat conversation archives described in the first aspect, and will not be repeated here.

[0043] Finally, it should be noted that the above description is merely a preferred embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of the present invention should be included within the scope of protection of the present invention.

Claims

1. A method for customer conversation allocation and reminders based on WeChat conversation archives, characterized in that, include: The backend server retrieves customer conversation messages from WeChat Work at the first preset interval, checks for new conversations in the customer conversation messages, and if a new conversation exists, it generates customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and the new conversation, and sends the customer conversation allocation information to the mini program through the Socket communication channel. The backend server checks the session timeout of the session assigned to the receptionist every second preset interval and preset reply time, obtains the timeout detection result, and sends the timeout detection result to the mini-program through the Socket communication channel; The mini-program receives customer session allocation information through the Socket communication channel and assigns the new session to the corresponding receptionist based on the customer session allocation information; The mini-program receives the timeout detection result through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder is generated.

2. The method for customer session allocation and reminder based on WeChat conversation archiving according to claim 1, characterized in that, The preset allocation rule includes at least one of the following: Based on the staff's schedule, the staff will be assigned to the staff currently on duty. Get the number of pending sessions for each receptionist, sort the number of pending sessions for each receptionist, and assign the session to the receptionist with the fewest pending sessions. Obtain the customer's corresponding historical conversation messages, extract the historical conversation messages to obtain the historical reception staff, and assign them to the historical reception staff currently on duty based on the historical reception staff and their schedules.

3. The method for customer session allocation and reminder based on WeChat conversation archiving according to claim 1, characterized in that, Based on the reception staff's schedule, preset allocation rules, and new sessions, generate customer session allocation information, including: Based on the preset allocation rules and the staff schedule, a sequence of staff that can be allocated to reception is obtained; The system matches the available reception staff sequence with the new session to obtain the matching results. The reception staff with the highest matching degree is selected, and customer session allocation information is generated based on the reception staff with the highest matching degree.

4. The method for customer session allocation and reminder based on WeChat conversation archiving according to claim 1, characterized in that, The timeout detection result includes whether a timeout exists or not; The session timeout detection is performed on the sessions assigned to the receptionist every second preset interval and preset response time, and the timeout detection results are obtained, including: The system performs a check every second preset interval. If a session is found to be unanswered by the receptionist within the preset response time, a timeout detection result is obtained. The system performs a check every second preset interval. If it detects that there are no unanswered sessions within the preset response time, it obtains a timeout detection result indicating that there is no timeout.

5. A method for customer session allocation and reminder based on WeChat conversation archiving according to claim 1, characterized in that, After generating the timeout reminder, it also includes: In response to the user's click on the timeout reminder, the mini-program calls the API interface of WeChat Work and receives the data returned by WeChat Work. The data returned by the WeChat Work client is parsed and displayed so that the mini-program client can jump to the WeChat Work client and open the corresponding customer conversation interface for replying to the timeout reminder.

6. A method for customer session allocation and reminder based on WeChat conversation archiving according to claim 1, characterized in that, After generating the timeout reminder, it also includes: Obtain customer priority levels; When timeout reminders include reminders from multiple customers, the reminders from multiple customers are sorted according to their customer priority level to obtain sorted timeout reminders, so that reception staff can respond according to the sorted timeout reminders.

7. A customer conversation allocation and reminder system based on WeChat conversation archiving, used to implement the method according to any one of claims 1 to 6, characterized in that, include: The backend server is used to retrieve customer conversation messages from WeChat Work at the first preset interval, detect new conversations in the customer conversation messages, and if new conversations exist, generate customer conversation allocation information based on the reception staff's shift schedule, preset allocation rules, and new conversations, and send the customer conversation allocation information to the mini program through the Socket communication channel. The backend server is also used to perform session timeout detection on the sessions assigned by the reception staff every second preset interval and preset reply time, obtain the timeout detection result, and send the timeout detection result to the mini program through the Socket communication channel; On the mini-program side, it is used to receive customer session allocation information through the Socket communication channel and assign new sessions to the corresponding reception staff according to the customer session allocation information; On the mini-program side, it is also used to receive timeout detection results through the Socket communication channel. If the timeout detection result indicates that a timeout has occurred, a timeout reminder will be generated.

8. A customer conversation allocation and reminder system based on WeChat conversation archiving as described in claim 7, characterized in that, It also includes the WeChat Work client, which is used to receive the session message retrieval request sent by the backend server, generate the customer session message based on the customer session message retrieval request, and send the customer session message to the backend server.

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