A session processing method, device, apparatus and storage medium

Abstract

The application discloses a conversation processing method, device, equipment and storage medium. Specifically, the method comprises: receiving a first interaction message sent by a first consultation object account, the first interaction message carrying a first conversation identifier of a first conversation in which the first interaction message is located and a first customer service identifier; determining a first target reception account corresponding to the first conversation identifier from at least one first candidate reception account configured with the customer service identity of the first customer service identifier, each first candidate reception account being bound with a different conversation identifier; distributing the first interaction message to the first target reception account and storing the first interaction message to a full message storage module, so that the first target reception account replies to the first interaction message based on the first customer service identifier. The technical solution provided by the application improves the efficiency and accuracy of interaction message distribution on the basis of improving the convenience of customer service operation, and can more conveniently manage customer service conversation data.

Description

Technical Field

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

[0002] Currently, when enterprise employees provide customer service to users, they need to log in to the corresponding customer service account and conduct conversations with the user's corresponding user account through the customer service account. When enterprise employees manage different customer service accounts, they need to switch between customer service accounts, which is not only cumbersome, but also makes it difficult to manage conversation data because user-side conversation data and customer service-side conversation data are usually stored separately in the customer service conversation system. Summary of the Invention

[0003] This application provides a session processing method, apparatus, device, and storage medium, which can improve the ease of customer service operations, enhance the efficiency and accuracy of interactive message distribution, and facilitate the management of customer service session data, thereby effectively improving customer service quality. The technical solution of this application is as follows:

[0004] On the one hand, a session processing method is provided, the method comprising:

[0005] Receive a first interactive message sent by the account of the first consultation target. The first interactive message carries a first session identifier and a first customer service identifier in the first session in which the first interactive message is located. The first customer service identifier is one of a plurality of preset customer service identifiers.

[0006] From at least one first candidate reception account corresponding to the first customer service identifier, determine the first target reception account corresponding to the first session identifier; the at least one first candidate reception account is a preset reception object account among a plurality of preset reception object accounts that is configured with the customer service identity corresponding to the first customer service identifier, and each first candidate reception account is bound to a different session identifier;

[0007] The first interactive message is then stored in the full message storage module, so that the first target reception account can reply to the first interactive message based on the first customer service identifier.

[0008] The full message storage module stores all interactive messages from the customer service conversation system.

[0009] On the other hand, a session processing apparatus is provided, the apparatus comprising:

[0010] The first receiving module is used to receive a first interactive message sent by the first consultation target account. The first interactive message carries a first session identifier and a first customer service identifier of the first session in which the first interactive message is located. The first customer service identifier is a preset customer service identifier among a plurality of preset customer service identifiers.

[0011] The first reception account determination module is used to determine the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier; the at least one first candidate reception account is a preset reception object account configured with the customer service identity corresponding to the first customer service identifier from multiple preset reception object accounts, and each first candidate reception account is bound to a different session identifier.

[0012] The first distribution module is used to distribute the first interactive message to the first target reception account and store the first interactive message in the full message storage module, so that the first target reception account can reply to the first interactive message based on the first customer service identifier;

[0013] The full message storage module stores all interactive messages from the customer service conversation system.

[0014] On the other hand, a session processing apparatus is provided, the apparatus including a processor and a memory, the memory storing at least one instruction or at least one program, the at least one instruction or the at least one program being loaded and executed by the processor to implement the session processing method as described in the first aspect.

[0015] On the other hand, a computer-readable storage medium is provided, wherein at least one instruction or at least one program is stored therein, the at least one instruction or the at least one program being loaded and executed by a processor to implement the session processing method as described in the first aspect.

[0016] On the other hand, a computer program product or computer program is provided, comprising computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the session processing method as described in the first aspect.

[0017] The session processing method, apparatus, device, and storage medium provided in this application have the following technical advantages:

[0018] In customer service application scenarios, this application pre-configures at least one first candidate reception account from multiple preset reception object accounts (employee accounts) with a customer service identity corresponding to a first customer service identifier. This allows each reception object corresponding to a first candidate reception account to log in to its own preset reception object account and provide customer service to the inquiring object using the customer service identity corresponding to the first customer service identifier. Furthermore, at least one first target reception account from the first candidate reception accounts can be assigned to the first session initiated by the first inquiring object account for the first customer service identifier, and the session identifier of the first session is bound to the first target reception account. When the customer service session server receives the first interaction message sent by the first inquiring object account for the first customer service identifier, it uses the first interaction message to... A session identifier and a first customer service identifier are used to determine the first target customer service account corresponding to the first session identifier from at least one first candidate customer service account corresponding to the first customer service identifier, and to distribute the first interactive message to the first target customer service account. This can effectively improve the routing efficiency and accuracy of interactive messages. At the same time, the first interactive message is stored in the full message storage module, which stores all interactive messages in the customer service session system. After receiving the first interactive message, the first target customer service account can reply to the first inquiry target account based on the first customer service identifier. This improves the ease of customer service operations, enhances the efficiency and accuracy of interactive message distribution, and makes it easier to manage customer service session data, thereby effectively improving customer service quality. Attached Figure Description

[0019] To more clearly illustrate the technical solutions and advantages in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0020] Figure 1 This is a schematic diagram of an application environment provided in an embodiment of this application;

[0021] Figure 2 This is a schematic flowchart of a session processing method provided in an embodiment of this application;

[0022] Figure 3 This is a flowchart illustrating another session processing method provided in an embodiment of this application;

[0023] Figure 4a This is a flowchart illustrating another session processing method provided in an embodiment of this application;

[0024] Figure 4b This is a schematic diagram of a session access method provided in an embodiment of this application;

[0025] Figure 5a This is a flowchart illustrating another session processing method provided in an embodiment of this application;

[0026] Figure 5b This is a schematic diagram illustrating another session access method provided in an embodiment of this application;

[0027] Figure 6 A flowchart illustrating another session processing method provided in an embodiment of this application;

[0028] Figure 7 This is a schematic diagram illustrating a customer service conversation record storage method provided in an embodiment of this application;

[0029] Figure 8 This is a schematic diagram of another session processing flow provided in an embodiment of this application;

[0030] Figure 9 This is a schematic diagram of another session processing flow provided in an embodiment of this application;

[0031] Figure 10 This is a block diagram of a session processing device provided in an embodiment of this application;

[0032] Figure 11 This is a schematic diagram of the structure of a session processing device provided in an embodiment of this application. Detailed Implementation

[0033] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of this application.

[0034] It should be noted that the terms "comprising" and "having" and any variations thereof in the specification, claims and accompanying drawings of this application are intended to cover non-exclusive inclusion. For example, a process, method, system, product or server that includes a series of steps or units is not necessarily limited to those steps or units that are explicitly listed, but may include other steps or units that are not explicitly listed or that are inherent to such processes, methods, products or devices.

[0035] It is understood that in the specific implementation of this application, data such as user information are involved. When the following embodiments of this application are applied to specific products or technologies, user permission or consent is required, and the collection, use and processing of related data must comply with the relevant laws, regulations and standards of the relevant countries and regions.

[0036] Please see Figure 1 , Figure 1 This is a schematic diagram of an application environment provided in an embodiment of this application. The application environment may include a first client 10, a customer service session server 20, and a second client 30. The second client 30 may include multiple receiving clients 31. The first client 10, the customer service session server 20, and the second client 30 can be indirectly connected via wireless communication. A first inquiry target account (user account) sends a first interaction message to the customer service session server 20 through the first client 10. The first interaction message carries a first session identifier and a first customer service identifier for the first session in which the first interaction message is located. The first customer service identifier is one of multiple preset customer service identifiers. The customer service session server 20 determines a first target receiving account corresponding to the first session identifier from at least one first candidate receiving account corresponding to the first customer service identifier, distributes the first interaction message to the receiving client 31 corresponding to the first target receiving account, and stores the first interaction message in a full message storage module. At least one first candidate receiving account is a preset receiving target account configured with a customer service identity corresponding to the first customer service identifier from among multiple preset receiving target accounts. Each first candidate receiving account is bound to a different session identifier. The full message storage module stores all interaction messages in the customer service session system. The client 31 corresponding to the first target reception account (company employee) replies to the first interaction message based on the first customer service identifier. Finally, the customer service session server 20 returns the reply message of the first target reception account based on the first customer service identifier to the first client 10, so that the reply message of the first inquiry target account is displayed in the session content display area corresponding to the first customer service identifier. It should be noted that... Figure 1 This is just one example.

[0037] The first client can be a physical device such as a smartphone, computer (e.g., desktop computer, tablet computer, laptop computer), digital assistant, intelligent voice interaction device (e.g., smart speaker), smart wearable device, in-vehicle terminal, etc., or it can be software running on the physical device, such as a computer program. The operating system corresponding to the first client can be Android, iOS (a mobile operating system developed by Apple), Linux, Microsoft Windows, etc.

[0038] The second client can be a physical device such as a smartphone, computer (e.g., desktop computer, tablet computer, laptop computer), digital assistant, smart voice interaction device (e.g., smart speaker), smart wearable device, or in-vehicle terminal, or software running on the physical device, such as a computer program. The operating system corresponding to the second client can be Android, iOS (a mobile operating system developed by Apple), Linux, Microsoft Windows, etc.

[0039] The server side can be a standalone physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server providing basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDN (Content Delivery Network), and big data and artificial intelligence platforms. The server may include network communication units, processors, and memory, etc. The server side can provide backend services to the corresponding clients.

[0040] The first client 10, the customer service session server 20, and the second client 30 mentioned above can be used to build a system for session processing, which can be a distributed system.

[0041] The following describes a specific embodiment of a session processing method provided in this application. Figure 2 This is a flowchart illustrating a session processing method provided in an embodiment of this application. This application provides the operational steps of the method described in the embodiment or flowchart, but based on conventional or non-inventive labor, more or fewer operational steps may be included. The order of steps listed in the embodiment is merely one possible execution order among many steps and does not represent the only execution order. In actual system or product execution, the method can be executed sequentially according to the embodiment or the accompanying drawings, or in parallel (e.g., in a parallel processor or multi-threaded processing environment). Specifically, as shown... Figure 2 As shown, the method may include:

[0042] S201, the first consultation target account sends a first interaction message to the customer service session server. The first interaction message carries the first session identifier and the first customer service identifier of the first session in which the first interaction message is located. The first customer service identifier is one of a plurality of preset customer service identifiers.

[0043] S202, the customer service session server determines the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier; at least one first candidate reception account is a preset reception object account configured with the customer service identity corresponding to the first customer service identifier from multiple preset reception object accounts, and each first candidate reception account is bound to a different session identifier.

[0044] S203, the customer service session server distributes the first interactive message to the first target reception account and stores the first interactive message in the full message storage module, wherein the full message storage module stores all interactive information in the customer service session system.

[0045] S204, the first target reception account replies to the first interactive message based on the first customer service identifier.

[0046] In the embodiments of this specification, the preset customer service identifier can be the job identifier corresponding to the customer service position responsible for the target business. Specifically, the target business may include multiple sub-businesses, and each preset customer service identifier may correspond to one of the multiple sub-businesses. The customer service position corresponding to each preset customer service identifier is responsible for customer service work for the corresponding sub-business. In a specific embodiment, the identifier type of the preset customer service identifier may include, but is not limited to, preset customer service name, preset customer service ID, etc.

[0047] In one optional embodiment, the target business can be divided into multiple sub-businesses belonging to different business processes based on the business process of the target business. For example, the target business can be an e-commerce business, and the multiple sub-businesses can include pre-sales service, sales service, and after-sales service. Correspondingly, the customer service positions corresponding to the multiple preset customer service identifiers can include pre-sales customer service positions, sales customer service positions, and after-sales customer service positions. Alternatively, the target business can be divided into multiple sub-businesses belonging to different business scopes based on the business scope of the target business. For example, the target business can be an electronic product business, and the multiple sub-businesses can include mobile phone business, camera business, and computer business. Correspondingly, the customer service positions corresponding to the multiple preset customer service identifiers can include mobile phone customer service positions, camera customer service positions, and computer customer service positions.

[0048] In the embodiments of this specification, the multiple preset reception object accounts can be multiple reception object accounts under the target business set in the customer service conversation system. Each reception object account corresponds to one reception object. For illustration purposes, the reception object here can refer to the staff member, and the reception object account here can refer to the employee account used by the staff member.

[0049] In the embodiments of this specification, the customer service session server can be a server used to manage customer service session data. Specifically, the customer service session server can be responsible for the distribution and storage of interactive messages in the customer service session system. Here, interactive messages can refer to session messages between different inquiries and different receptionists.

[0050] In one specific embodiment, after distributing the received interactive messages, the customer service session server may also need to store the interactive messages in the full message storage module. The full message storage module can store all interactive messages in the customer service session system. Accordingly, the full message storage module can store interactive messages from both the consulting object (consulting object account) and the receiving object (receiving object account).

[0051] In one specific embodiment, the customer service identity of each preset customer service recipient account can be configured by the customer service management terminal. Specifically, the customer service management terminal can be used to create multiple preset customer service identifiers and manage the customer service identity of each preset customer service recipient account (configure customer service identity and cancel customer service identity configuration), as well as view the session data in the customer service session system.

[0052] In one specific embodiment, the customer service management terminal can generate session access trigger information corresponding to each preset customer service identifier. The account seeking a consultation can trigger a session request for that preset customer service identifier by triggering the session access trigger information corresponding to that preset customer service identifier, thereby accessing the session corresponding to that preset customer service identifier and directly consulting the account receiving the consultation with the customer service identity configured for that preset customer service identifier. For illustration, the session access trigger information can be a QR code, and correspondingly, the triggering operation for the session access trigger information can be a QR code scanning operation.

[0053] In a specific embodiment, each preset customer service target account can be configured with at least one preset customer service identifier corresponding to its own customer service identity. That is, the staff under each preset customer service target account are responsible for the customer service work of the customer service position corresponding to the at least one preset customer service identifier. For example, preset customer service target account 1 is configured with a customer service identity corresponding to preset customer service identifier a and a customer service identity corresponding to preset customer service identifier b. Therefore, preset customer service target account 1 can receive customer service target accounts that initiate inquiries for preset customer service identifier a, and it can also receive customer service target accounts that initiate inquiries for preset customer service identifier b. Here, receiving can refer to the preset customer service target account having a conversation with the customer service target account that initiates the inquiry.

[0054] In one specific embodiment, the same preset customer service identifier can be configured for different preset customer service recipient accounts, that is, different staff members can simultaneously handle customer service work for the same customer service position online. For illustrative purposes, the preset customer service account 2 is configured with a customer service identity corresponding to preset customer service identifier b and a customer service identity corresponding to preset customer service identifier c. Therefore, preset customer service account 1 and preset customer service account 2 can simultaneously be responsible for the customer service position corresponding to preset customer service identifier b. It can be understood that, for the convenience of session management, preset customer service account 1 and preset customer service account 2 can separately serve different customer service accounts that initiate inquiries regarding preset customer service identifier b, but they will not serve the same customer service account that initiates inquiries regarding preset customer service identifier b at the same time. If customer service account A initiates an inquiry regarding preset customer service identifier b, and preset customer service account 1 accesses the session with customer service account A using the customer service identity corresponding to preset customer service identifier b, preset customer service account 2 can no longer serve customer service account A using the customer service identity corresponding to preset customer service identifier b (e.g., reply to messages, close the session, etc.). If preset customer service account 1 goes offline, preset customer service account 2 can access the session with customer service account A using the customer service identity corresponding to preset customer service identifier b and continue serving customer service account A. In an optional embodiment, the offline status of the preset customer service account 1 may include the following situations: 1) the customer service account A chooses to end the current session; 2) the preset customer service account 1 logs out of the account; 3) the preset customer service account 1 actively transfers the conversation with the customer service account A to the preset customer service account 2; 4) the preset customer service account 1 is deconfigured to have the customer service identity corresponding to the preset customer service identifier b.

[0055] In the embodiments of this specification, the first consultation object account can be the consultation object account used by the first consultation object in the customer service conversation system. Specifically, the first consultation object can be a consultation object consulting the first sub-business. For illustration purposes, a consultation object consulting the first sub-business can refer to a user consulting the first sub-business, and the consultation object account can refer to the user account used by that user.

[0056] In one specific embodiment, the first customer service identifier can be a preset customer service identifier corresponding to the first sub-business among a plurality of preset customer service identifiers. Specifically, the customer service position corresponding to the first customer service identifier is responsible for the customer service work corresponding to the first sub-business.

[0057] In a specific embodiment, the first session can be a session between the first consultation target account and the preset reception target account under the first customer service identifier responsible for receiving the first consultation target account. The first interaction message can be an interaction message sent by the first consultation target account in the first session. The first session identifier is used to identify the first session. Specifically, the identifier type of the first session identifier can include, but is not limited to, the first session name, the first session ID, etc.

[0058] In one specific embodiment, the first target reception account is used to conduct a conversation with the first inquiry target account based on the customer service identity corresponding to the first customer service identifier. Specifically, since at least one of the multiple preset reception target accounts (i.e., at least one first candidate reception account) is configured with the customer service identity corresponding to the first customer service identifier, the at least one first candidate reception account can simultaneously be responsible for the customer service position corresponding to the first customer service identifier. Since the at least one first candidate reception account will not simultaneously receive the same inquiry target account that initiates an inquiry regarding the first customer service identifier, each first candidate reception account can be bound with a unique session identifier between itself and the inquiry target account it receives. Since the session identifier bound to each first candidate reception account is different, after receiving the first interaction message sent by the first inquiry target account, the customer service session server can determine the first target reception account bound to the first session identifier from the at least one first candidate reception account based on the first session identifier carried in the first interaction message, thereby distributing the first interaction message to the first target reception account.

[0059] As can be seen from the above embodiments, at least one first candidate reception account from a plurality of preset reception object accounts (employee accounts) is pre-configured with a customer service identity corresponding to the first customer service identifier. This allows each reception object corresponding to a first candidate reception account to log in to its own preset reception object account and provide customer service to the inquiring object using the customer service identity corresponding to the first customer service identifier. In addition, at least one first target reception account from the first candidate reception accounts can be assigned to the first session initiated by the first inquiring object account for the first customer service identifier, and the session identifier of the first session is bound to the first target reception account. When the customer service session server receives the first interaction message sent by the first inquiring object account for the first customer service identifier, it determines the first session based on the first interaction message. The system identifies a first target reception account corresponding to a first session identifier from at least one first candidate reception account corresponding to the first customer service identifier, and distributes the first interactive message to the first target reception account. This effectively improves the routing efficiency and accuracy of interactive messages. Simultaneously, the first interactive message is stored in a full message storage module, which stores all interactive messages in the customer service session system. After receiving the first interactive message, the first target reception account can reply to the first inquiry recipient account based on the first customer service identifier. This improves the ease of customer service operations, enhances the efficiency and accuracy of interactive message distribution, and facilitates the management of customer service session data, thereby effectively improving customer service quality.

[0060] In a specific embodiment, such as Figure 3 As shown, before the first contact account sends the first interactive message to the customer service session server, the above method may further include:

[0061] S301, the first customer service account initiates a session request to the customer service session server, and the session request carries the first customer service identifier.

[0062] S302, The customer service session server responds to the session request initiated by the first customer account and determines the first session identifier corresponding to the session request.

[0063] Specifically, when the first consultation target account has a consultation need for the first sub-service, the first consultation target account can initiate a session request for the first customer service identifier corresponding to the first sub-service. After receiving the session request from the first consultation target account, the customer service session server assigns a unique first session identifier to the session request.

[0064] In one specific embodiment, the client of the first customer service recipient account displays a preset session page. This page displays consultation operation information corresponding to multiple preset customer service identifiers. The first customer service recipient account initiates a session request for the first customer service identifier by triggering the consultation operation information of the multiple preset customer service identifiers and the first customer service identifier corresponding to the first sub-business. For illustrative purposes, the types of consultation operation information may include, but are not limited to, consultation operation controls, QR codes, etc.

[0065] S303, The customer service session server determines the first target reception account assigned to the first session identifier from at least one first candidate reception account.

[0066] Specifically, the customer service session server can assign a first candidate reception account as the first target reception account from at least one first candidate reception account, according to a preset reception account allocation rule. Optionally, the preset reception account allocation rule can be set according to the customer service session management needs in actual applications, and this application does not impose any special limitations on it.

[0067] S304, The customer service session server establishes the first session corresponding to the first session identifier and generates preset routing information between the first session identifier and the first target reception account. The first session is a session between the first target reception account and the first inquiry object account based on the customer service identity corresponding to the first customer service identifier.

[0068] Specifically, the preset routing information can be used to represent the binding relationship between the first session identifier and the first target reception account. In a specific embodiment, the preset routing information can be represented as a route list.

[0069] In one specific embodiment, preset routing information is generated as the first session is established, and the preset routing information corresponding to the first session identifier is deleted after the first session ends.

[0070] S305, the customer service session server sends the first session identifier back to the account of the first person being contacted.

[0071] Specifically, after establishing the first session, the customer service session server can send the request and response information corresponding to the session request to the client account of the first customer service recipient. This request and response information can carry the first session identifier assigned by the customer service session server that corresponds to the first customer service identifier.

[0072] The aforementioned customer service session server may determine the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier, including:

[0073] S2021, the customer service session server determines the first target reception account from at least one first candidate reception account based on preset routing information.

[0074] Specifically, when the customer service session server receives the first interactive message sent by the first inquiry target account, it can query the preset reception target account that received the first interactive message from the preset routing information based on the first session identifier and the first customer service identifier carried in the first interactive message.

[0075] As can be seen from the above embodiments, in application scenarios where multiple reception accounts (multiple employees) manage the same customer service identity simultaneously, establishing preset routing information between session identifiers and reception accounts can effectively improve the query efficiency of message recipients, improve the efficiency and accuracy of message routing, and thus improve the efficiency of customer service.

[0076] In one specific embodiment, after the first target reception account replies to the first interactive message based on the first customer service identifier, the above method may further include:

[0077] S205, the customer service session server receives the fourth interactive message sent by the first target reception account to the first inquiry object account, and the fourth interactive message carries the first customer service identifier.

[0078] Specifically, the fourth interactive message can be an interactive message sent by the first target reception account in the first session, and the fourth interactive message is used to reply to the first interactive message.

[0079] S206, the customer service session server distributes the fourth interactive message to the first customer account and stores the fourth interactive message in the full message storage module.

[0080] In one specific embodiment, the first interaction message may further carry a first consultation identifier of the sender's first consultation target account. Since the fourth interaction message is used to reply to the first interaction message, it may also carry the first consultation identifier of the receiver's first consultation target account, so that the customer service session server can determine the consultation target account receiving the fourth interaction message based on the first consultation identifier. Specifically, the first consultation identifier is used to identify the first consultation target account. In one specific embodiment, the fourth interaction message may further carry a first reception identifier of the sender's first target reception account. Specifically, the first reception identifier is used to identify the first target reception account.

[0081] In an optional embodiment, after receiving the first interactive message sent by the first inquiry target account, the customer service session server, while sending the first interactive message to the first target reception account, can store the message identifier of the first interactive message, the first inquiry identifier of the first inquiry target account, the first customer service identifier, and the first reception identifier of the first target reception account as a message record in the full message storage module; correspondingly, after receiving the fourth interactive message sent by the first target reception account, the customer service session server, while sending the fourth interactive message to the first inquiry target account, can store the message identifier of the fourth interactive message, the first inquiry identifier of the first inquiry target account, the first customer service identifier, and the first reception identifier of the first target reception account as a message record in the full message storage module.

[0082] S207, the fourth interactive message is displayed in the conversation content display area corresponding to the first customer service icon for the first contact account.

[0083] In one specific embodiment, the client of the first customer service representative's account displays a first preset conversation page, which may refer to the preset conversation page on the customer service representative's side. Specifically, the first preset conversation page includes: a conversation content display area corresponding to the first customer service representative's identifier, which displays a first interactive message and a fourth interactive message for replying to the first interactive message.

[0084] As can be seen from the above embodiments, after the first customer service representative account receives the first interactive message sent to the first customer service identifier, it displays the fourth interactive message in the session content display area corresponding to the first customer service identifier and replies to the message in the session content display area corresponding to the first customer service identifier, thus avoiding the occurrence of message miscommunication and effectively improving the accuracy of customer service identity management.

[0085] In one specific embodiment, a customer service identity corresponding to the same preset customer service identifier can be configured for different preset customer service recipient accounts. Specifically, the aforementioned at least one first candidate customer service account may include: multiple first candidate customer service accounts, such as... Figure 4a As shown, the above method may further include:

[0086] S401, the second customer service account sends a second interactive message to the customer service session server. The second interactive message carries the second session identifier and the first customer service identifier of the second session in which the second interactive message is located.

[0087] S402, the customer service session server determines the first target customer account corresponding to the first session identifier and the second target customer account corresponding to the second session identifier from multiple first candidate customer accounts.

[0088] S403, the customer service session server distributes the second interactive message to the second target reception account and stores the second interactive message in the full message storage module.

[0089] S404, the second target reception account responds to the second interactive message based on the first customer service identifier.

[0090] In one specific embodiment, the second consultation object account can be the consultation object account used by the second consultation object in the customer service conversation system. Specifically, the second consultation object can be another object that consults the first sub-business, other than the first consultation object.

[0091] In one specific embodiment, the second session can be a session between the second consultation target account and a preset reception target account under the first customer service identifier responsible for receiving the second consultation target account, the second interaction message can be an interaction message sent by the second consultation target account in the second session, and the second session identifier is used to identify the second session.

[0092] In one specific embodiment, before the second consultation target account sends the second interactive message to the customer service session server, the second consultation target account may send a session request carrying a first customer service identifier to the customer service session server. The customer service session server assigns a unique session identifier (i.e., the second session identifier) ​​to the session request of the second consultation target account, and assigns a first candidate reception account for the second session identifier from at least one first candidate reception account as the second target reception account, thereby distributing the interactive message in the second session based on the preset routing information between the second target reception account and the second session identifier.

[0093] In one specific embodiment, the second target reception account is used to conduct a conversation with the second inquiry target account based on the customer service identity corresponding to the first customer service identifier. Optionally, the first target reception account and the second target reception account can be the same first candidate reception account, or they can be different first candidate reception accounts.

[0094] Indicative, such as Figure 4b As shown, user account A and user account B respectively initiate session requests for customer service identifier a. Employee account A and employee account B are configured with customer service identities corresponding to customer service identifier a. The customer service session server connects employee account A to user account A's session and employee account B to user account B's session. Therefore, employee account A can have a session with user account A based on the customer service identity of customer service identifier a, and employee account B can have a session with user account B based on the customer service identity of customer service identifier a.

[0095] As can be seen from the above embodiments, customer service identities corresponding to the same preset customer service identifier can be configured for different preset customer service recipient accounts, so that different recipients only need to log in to their own preset customer service recipient accounts to manage the same customer service identity at the same time, thereby improving the quality of customer service identity management.

[0096] In one specific embodiment, each preset customer service account can be configured with at least one preset customer service identifier corresponding to its respective customer service identity, such as... Figure 5a As shown, the above method may further include:

[0097] S501, the third client account sends a third interaction message to the customer service session server. The third interaction message carries the third session identifier and the second customer service identifier of the third session in which the third interaction message is located.

[0098] S502, the customer service session server determines the third target reception account corresponding to the third session identifier from at least one second candidate reception account corresponding to the second customer service identifier; the at least one second candidate reception account is a preset reception account among multiple preset reception target accounts that is configured with the customer service identity corresponding to the second customer service identifier.

[0099] S503, if the first target reception account and the third target reception account are the same preset reception target account, the customer service session server distributes the first interaction message and the third interaction message to the first target reception account, and stores the first interaction message and the third interaction message in the full message storage module.

[0100] In one specific embodiment, the third consultation object account can be the consultation object account used by the third consultation object in the customer service conversation system. Specifically, the third consultation object can be an object of the second sub-business corresponding to the consultation second customer service identifier.

[0101] In a specific embodiment, the third session can be a session between the third consultation object account and the preset reception object account under the second customer service identifier, which is responsible for receiving the third consultation object account. The third interaction message can be an interaction message sent by the third consultation object account in the third session. The third session identifier is used to identify the third session.

[0102] In one specific embodiment, the second candidate reception account can be a preset reception target account configured with a customer service identity corresponding to the second customer service identifier. Specifically, before the third consultation target account sends the third interaction message to the customer service session server, the third consultation target account can send a session request carrying the second customer service identifier to the customer service session server. The customer service session server assigns a unique session identifier (i.e., the third session identifier) ​​to the session request of the third consultation target account, and assigns a second candidate reception account for the third session identifier from at least one second candidate reception account as the third target reception account. Based on the preset routing information between the third target reception account and the third session identifier, the interaction messages in the third session are distributed.

[0103] In one specific embodiment, the third target reception account is used to conduct a conversation with the third consultation object account based on the customer service identity corresponding to the second customer service identifier. Optionally, the first consultation object account and the third consultation object account can be the same consultation object account or different consultation object accounts; the first target reception account and the third target reception account can be the same preset reception object account or different preset reception object accounts.

[0104] S504, the first target reception account replies to the first interactive message in the session content display area corresponding to the first customer service icon, and replies to the third interactive message in the session content display area corresponding to the second customer service icon.

[0105] Specifically, when the first target reception account and the third target reception account are the same preset reception target account, the first target reception account (i.e., the third target reception account) needs to engage in a conversation with both the first and third consultation target accounts based on the customer service identity corresponding to the first customer service identifier and the customer service identity corresponding to the second customer service identifier. In a specific embodiment, the client of the first target reception account displays a second preset conversation page, which can refer to the preset conversation page on the reception target side. Specifically, the second preset conversation page may include: a first conversation content display area corresponding to the first customer service identifier and a second conversation content display area corresponding to the second customer service identifier. The first conversation content display area may include: a first conversation area with the first consultation target account, and the second conversation content display area may include: a second conversation area with the third consultation target account. The first target reception account displays a first interactive message from the first consultation target account in the first conversation area and replies to the first interactive message in the first conversation area, and displays a third interactive message from the third consultation target account in the second conversation area and replies to the third interactive message in the second conversation area.

[0106] Indicative, such as Figure 5b As shown, user account A initiates a session request for customer service identifier a, and user account B initiates a session request for customer service identifier b. Employee account A is configured with customer service identities corresponding to customer service identifier a and customer service identifier b. The customer service session server connects employee account A to the session between customer service identifier a and user account A, and also connects employee account A to the session between customer service identifier b and user account B. Employee account A will receive messages sent by user account A for customer service identifier a and messages sent by user account B for customer service identifier b. Employee account A's session list will generate two aggregated sessions: one for customer service identifier a and the other for customer service identifier b. The aggregated session for customer service identifier a contains the session records of user account A, and the aggregated session for customer service identifier b contains the session records of user account B. Based on the customer service identifier carried in the interaction messages, the interaction messages for customer service identifier a and the interaction messages for customer service identifier b are aggregated into their respective aggregated sessions. This allows employee accounts to focus on different customer service identities through aggregated sessions, improving the management efficiency of multiple customer service identities.

[0107] As can be seen from the above embodiments, each preset reception account can be configured with multiple customer service identifiers corresponding to their respective customer service identities, so that a reception subject only needs to log in to their own preset reception subject account to manage multiple customer service identities at the same time, which can effectively improve the management efficiency of multiple customer service identities and the convenience of customer service operations.

[0108] In a specific embodiment, such as Figure 6 As shown, the above method may further include:

[0109] S601, the first target reception account sends a historical message query request to the customer service session server. The historical message query request carries the first consultation identifier and the first customer service identifier corresponding to the first consultation target account.

[0110] Specifically, a historical message query request can be used to request the customer service session server to query the historical interaction messages between the first consultation identifier and the first customer service identifier.

[0111] S602, the customer service session server responds to the historical message query request by performing a message query in the full message storage module based on the first consultation identifier and the first customer service identifier, and obtains the full historical interaction messages between the first consultation identifier and the first customer service identifier. The full message storage module is used to store the interaction messages between different consultation identifiers and different customer service identifiers.

[0112] In one specific embodiment, the full message storage module can store multiple message records. The storage structure of each message record may include: a message identifier for the interaction message, a consultation identifier for the account being consulted, a customer service identifier, and a reception identifier for a pre-defined account under the customer service identifier. Specifically, the consultation identifier and the customer service identifier can be used as index fields for the message record.

[0113] In a specific embodiment, in response to a historical message query request, the aforementioned customer service session server performs a message query in the full message storage module based on the first consultation identifier and the first customer service identifier. The obtained full historical interaction messages between the first consultation identifier and the first customer service identifier may include:

[0114] S6021, In response to the historical message query request, the customer service session server performs customer service identity verification on the first target reception account based on the first customer service identifier, and obtains the first detection information.

[0115] Specifically, performing customer service identity detection on the first target reception account based on the first customer service identifier can refer to detecting whether the first target reception account is currently configured with the customer service identity corresponding to the first customer service identifier.

[0116] S6022, the customer service session server performs session status detection on the first target reception account and the first consultation object account corresponding to the first consultation identifier, and obtains the second detection information.

[0117] Specifically, performing session state detection on the first target reception account and the first consultation object account corresponding to the first consultation identifier can refer to detecting whether the first target reception account accesses the session with the first consultation object account based on the customer service identity corresponding to the first customer service identifier, that is, detecting whether the first target reception account accesses the session initiated by the first consultation object account for the first customer service identifier.

[0118] S6023, when the first and second detection information meet the preset query permission conditions, the customer service session server performs a message query in the full message storage module based on the first consultation identifier and the first customer service identifier to obtain the full set of historical interaction messages.

[0119] Specifically, the preset query permission conditions can mean that the first target reception account has the query permission for all historical interaction messages between the first consultation identifier and the first customer service identifier only when the first target reception account is configured with the customer service identity corresponding to the first customer service identifier, and the first target reception account accesses the conversation with the first consultation object account based on the customer service identity corresponding to the first customer service identifier.

[0120] In an optional embodiment, the client containing the first target reception account displays a second preset session page, which may refer to the preset session page on the reception target's side. Specifically, the second preset session page displays a session content display area corresponding to at least one target customer service identifier. This at least one target customer service identifier may be a preset customer service identifier among multiple preset customer service identifiers to which the first target reception account is configured with a corresponding customer service identity. When the first target reception account is configured with a customer service identity corresponding to the first customer service identifier, the second preset session page displays a session content display area corresponding to the first customer service identifier. When the first target reception account accesses the session with the first consultation target account based on the customer service identity corresponding to the first customer service identifier, the session content display area corresponding to the first customer service identifier may display a session area corresponding to the first consultation target account. This session area may display historical message query operation information. The first target reception account can initiate the aforementioned historical message query request by triggering this historical message query operation information. Schematic, the historical message query operation information may include: a historical message query control.

[0121] As can be seen from the above embodiments, the first target reception account has the right to query all historical interaction messages between the first consultation identifier and the first customer service identifier only when the first target reception account is configured with the customer service identity corresponding to the first customer service identifier, and the first target reception account accesses the conversation with the first consultation object account based on the customer service identity corresponding to the first customer service identifier, thereby ensuring the security of customer service interaction messages.

[0122] S603, the customer service session server extracts target historical interaction messages generated by non-first target reception accounts from the full set of historical interaction messages based on the first reception identifier corresponding to the first target reception account.

[0123] S604, the customer service session server sends the target's historical interaction messages back to the first target reception account.

[0124] Specifically, the customer service session server can extract target historical interaction messages generated by non-first target reception accounts from the full historical interaction messages. The first target reception account can view the historical consultation status of the first consultation target account based on the target historical interaction messages fed back by the customer service session server, so as to better respond to the first interaction message sent by the first consultation target account.

[0125] Indicative, such as Figure 7As shown, the default customer service account configured with a certain customer service identifier can change. For example, employee account A was configured with a customer service identity corresponding to customer service identifier a yesterday, meaning that employee account A served user account A based on customer service identity a yesterday. Today, employee account A's customer service identity a is canceled. Employee account B is configured with a customer service identity corresponding to customer service identifier a. If user account A initiates a conversation request again for customer service identifier a to inquire about a question, in order to better serve the customer, employee account B needs to know the conversation record between employee account A and user account A yesterday. Employee account B can trigger the historical information query entry in the conversation area with user account A to query the historical interaction information between user account A and customer service identifier a, and filter out the historical interaction information between employee account A and user account A.

[0126] As can be seen from the above embodiments, the customer service session server extracts target historical interaction messages generated by non-target reception accounts from the full historical interaction messages based on the first reception identifier corresponding to the first target reception account. This allows the first target reception account to refer to the interaction messages generated by other reception accounts when making consultation responses, effectively improving the quality of customer service responses.

[0127] In one specific embodiment, the aforementioned historical message query request also carries a first interaction message, such as... Figure 8 As shown, after the customer service session server responds to the historical message query request and performs a message query in the full message storage module based on the first consultation identifier and the first customer service identifier to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier, the above method may further include:

[0128] S605, the customer service session server extracts the target historical interaction message that has a contextual relationship with the first interaction message from the full set of historical interaction messages.

[0129] In an optional embodiment, the customer service session server can extract target historical interaction messages containing keywords from the first interaction message from the full set of historical interaction messages by keyword matching. Alternatively, it can pre-establish a semantic vector library for each historical interaction message in the full message storage module by vector retrieval, extract semantic features from the first interaction message to obtain the first semantic vector of the first interaction message, extract the semantic vectors of each of the full set of historical interaction messages from the semantic vector library, and retrieve the target historical interaction message whose corresponding semantic vector matches the first semantic vector based on the semantic vectors of each of the full set of historical interaction messages.

[0130] S606, the customer service session server sends the target's historical interaction messages back to the first target reception account.

[0131] S607, the first target reception account replies to the first interaction message based on the target's historical interaction messages.

[0132] As can be seen from the above embodiments, the customer service session server extracts target historical interaction messages that are context-related to the first interaction message from the full set of historical interaction messages based on the first reception identifier corresponding to the first target reception account. This allows the first target reception account to refer to the target historical interaction messages that are context-related to the first interaction message when making consultation responses, effectively improving the quality of customer service responses.

[0133] In a specific embodiment, the aforementioned target historical interaction message may include: a merged forwarding message, which consists of at least two forwarding interaction messages. The data structure of each forwarding interaction message includes: its own sub-message type and the serialized message content corresponding to the sub-message type. The aforementioned customer service session server may feed back the target historical interaction message to the first target reception account, including:

[0134] S1, the customer service session server sends a merged forwarding message to the first target reception account.

[0135] S2, the first target reception account performs deserialization processing on the serialized message content in each forwarding interaction message based on the sub-message type corresponding to each forwarding interaction message in the merged forwarding message, to obtain the readable interaction message corresponding to each forwarding interaction message, and displays the readable interaction messages corresponding to at least two forwarding interaction messages.

[0136] In a specific embodiment, a merged forwarding message can be an aggregated message composed of forwarding interaction messages of multiple sub-message types. Specifically, these sub-message types can include, but are not limited to, text, voice, file, image, and video message types. Illustratively, the data structure of a merged forwarding message can be defined as follows:

[0137] message ForwardMessage{

[0138] optional uint32 content_type=1;

[0139] optional bytes content = 1;

[0140] }

[0141] message ForwardMessages{

[0142] optional repeated ForwardMessage=1;

[0143] }

[0144] The `ForwardMessages` structure can contain multiple `ForwardMessage` structures. Each `ForwardMessage` structure contains a sub-message type (`content_type`) and the corresponding serialized content (`content`). This way of defining the data structure for merged forward messages allows for easy expansion with more sub-message types. The data structure for forwarded interaction messages can be defined as follows:

[0145] message TextMessage{

[0146] optional bytes text = 1;

[0147] …}

[0148] message FileMessage{

[0149] optional bytes file_name=1;

[0150] …}

[0151] message VideoMessage{

[0152] optional uint32 video_duration=1

[0153] …}

[0154] message PictureMessage

[0155] optional bytes picture_id=1;

[0156] …}

[0157] Specifically, after receiving the merged forwarding message, the first target reception account deserializes the serialized message content in each forwarding interaction message based on the sub-message type corresponding to each forwarding interaction message in the merged forwarding message, obtains the readable interaction message corresponding to each forwarding interaction message, and displays the readable interaction messages corresponding to at least two forwarding interaction messages.

[0158] As can be seen from the above embodiments, the data structure of a merged forwarding message can contain the data structures of multiple forwarding interaction messages. Each forwarding interaction message's data structure contains a sub-message type and the corresponding serialized content of that sub-message type, making it easy to extend more sub-message types into the merged forwarding message and realize nested viewing of the merged forwarding message.

[0159] In one specific embodiment, the aforementioned target historical interaction message may include: a content sharing message. The data structure of the content sharing message may include: content sharing type, message topic information of the content sharing message, and content source information of the content sharing message. The aforementioned customer service session server may feed back the target historical interaction message to the first target reception account, including:

[0160] S1, the customer service session server sends a content sharing message to the primary target reception account.

[0161] S2, the first target reception account parses and processes the message subject information and content source information based on the content sharing type to obtain message title information and source identifier information, and displays a readable shareable message containing content sharing type, message title information and source identifier information.

[0162] Specifically, content sharing types can include, but are not limited to, message types such as dynamic sharing, live streaming sharing, business card sharing, product sharing, and order sharing. The data structure of a content sharing message can include: content sharing type, message subject information, and content source information. The message subject information can be used to represent the message summary, and the content source information can be used to indicate the address of the content publisher's identifier. The source identifier information can be used to identify the content publisher. Optionally, the content source information can be used to indicate the icon address of the content publisher, and correspondingly, the source identifier information can be a thumbnail of the content publisher's icon.

[0163] As an example, the data structure for content-sharing messages can be defined as follows:

[0164] enum ChannelMessageType{

[0165] ChannelMessageType_Normal = 1; / / Dynamic sharing type

[0166] ChannelMessageType_Live = 2; / / Live streaming sharing type

[0167] ChannelMessageType_Card = 3; / / Card sharing type

[0168] ChannelMessageType_Commodity = 4; / / Product sharing type

[0169] ChannelMessageType_Order = 5; / / Order sharing type

[0170] message ChannelMessage

[0171] optional int32 type = 1;

[0172] optional bytes title=2; / / Message topic

[0173] optional bytes thumb_url = 3; / / Icon thumbnail address

[0174] }

[0175] As can be seen from the above embodiments, the data structure of a content sharing message may include: content sharing type, message subject information of the content sharing message, and content source information of the content sharing message. After receiving the content sharing message, the first target receiving account can parse and process the message subject information and content source information based on the content sharing type to obtain message title information and source identifier information, and display a readable sharing message containing the content sharing type, message title information, and source identifier information, thereby enabling the viewing of the content sharing message.

[0176] As can be seen from the technical solutions provided in the embodiments of this application above, in customer service application scenarios, at least one first candidate reception account among multiple preset reception object accounts (employee accounts) is pre-configured with a customer service identity corresponding to the first customer service identifier. This allows each reception object corresponding to a first candidate reception account to log in to its own preset reception object account and provide customer service to the inquiring object using the customer service identity corresponding to the first customer service identifier. In addition, at least one first target reception account from the first candidate reception accounts can be assigned to the first session initiated by the first inquiring object account for the first customer service identifier, and the session identifier of the first session is bound to the first target reception account. When the customer service session server receives the first interaction message sent by the first inquiring object account for the first customer service identifier, it determines the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier based on the first session identifier and the first customer service identifier carried in the first interaction message, and distributes the first interaction message to the first target reception account. The first target reception account can reply to the first inquiring object account with the first interaction message based on the first customer service identifier, which improves the convenience of customer service operations and can effectively protect the data security of customer service business.

[0177] The following describes another session processing method provided in the embodiments of this application, taking the customer service session server as the execution entity. Figure 9This is a flowchart illustrating another session processing method provided in an embodiment of this application. It should be noted that this specification provides the operational steps of the method as described in the embodiments or flowcharts, but based on conventional or non-inventive labor, more or fewer operational steps may be included. The order of steps listed in the embodiments is merely one possible execution order among many steps and does not represent the only execution order. In actual system or product execution, the method can be executed sequentially or in parallel (e.g., in a parallel processor or multi-threaded processing environment) as shown in the embodiments or drawings. Specifically, as... Figure 9 As shown, the above method may include:

[0178] S901, receive a first interactive message sent by the first consultation target account. The first interactive message carries a first session identifier and a first customer service identifier in the first session in which the first interactive message is located. The first customer service identifier is a preset customer service identifier among multiple preset customer service identifiers.

[0179] S902, determine the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier; at least one first candidate reception account is a preset reception object account among multiple preset reception object accounts that is configured with a customer service identity corresponding to the first customer service identifier, and each first candidate reception account is bound to a different session identifier;

[0180] S903, the first interactive message is distributed to the first target reception account and stored in the full message storage module, so that the first target reception account can reply to the first interactive message based on the first customer service identifier; wherein, the full message storage module stores the full interactive messages in the customer service conversation system.

[0181] In one specific embodiment, before receiving the first interactive message sent by the first consultation target account, the method may further include:

[0182] In response to a session request initiated by the account of the first customer service representative, the session request carries the first customer service identifier, and the first session identifier corresponding to the session request is determined.

[0183] From at least one first candidate reception account, determine the first target reception account to be assigned to the first session identifier;

[0184] Establish the first session corresponding to the first session identifier, and generate preset routing information between the first session identifier and the first target reception account. The first session is a session between the first target reception account and the first consultation object account based on the customer service identity corresponding to the first customer service identifier.

[0185] The first conversation identifier should be sent back to the account of the first person contacted.

[0186] The determination of the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier may include:

[0187] Based on preset routing information, the first target reception account is determined from at least one first candidate reception account.

[0188] In one specific embodiment, after distributing the first interactive message to the first target reception account, the method may further include:

[0189] Receive the fourth interactive message sent by the first target reception account to the first consultation target account. The fourth interactive message carries the first customer service identifier.

[0190] The fourth interactive message is distributed to the account of the first customer service representative and stored in the full message storage module so that the account of the first customer service representative can display the fourth interactive message in the session content display area corresponding to the first customer service representative identifier.

[0191] In one specific embodiment, the aforementioned at least one first candidate reception account may include: a plurality of first candidate reception accounts, and the aforementioned method may further include:

[0192] Receive a second interactive message sent by the second consultation target account. The second interactive message carries the second session identifier and the first customer service identifier of the second session in which the second interactive message is located.

[0193] From multiple candidate reception accounts, determine the first target reception account corresponding to the first session identifier and the second target reception account corresponding to the second session identifier;

[0194] A first interactive message is distributed to a first target reception account and stored in a full message storage module, so that the first target reception account can reply to the first interactive message based on a first customer service identifier. A second interactive message is distributed to a second target reception account and stored in a full message storage module, so that the second target reception account can reply to the second interactive message based on a first customer service identifier.

[0195] In one specific embodiment, each preset customer service account can be configured with at least one preset customer service identifier corresponding to its respective customer service identity. The above method may further include:

[0196] Receive third interactive messages sent by the third consultation object account. The third interactive message carries the third session identifier and the second customer service identifier of the third session in which the third interactive message is located.

[0197] From at least one second candidate reception account corresponding to the second customer service identifier, determine the third target reception account corresponding to the third session identifier; at least one second candidate reception account is a preset reception account among multiple preset reception target accounts that is configured with the customer service identity corresponding to the second customer service identifier;

[0198] When the first target reception account and the third target reception account are the same preset reception target account, the first interaction message and the third interaction message are distributed to the first target reception account, and the first interaction message and the third interaction message are stored in the full message storage module, so that the first target reception account can reply to the first interaction message in the session content display area corresponding to the first customer service identifier, and reply to the third interaction message in the session content display area corresponding to the second customer service identifier.

[0199] In one specific embodiment, the above method may further include:

[0200] In response to the historical message query request sent by the first target reception account, the historical message query request carries the first consultation identifier and the first customer service identifier corresponding to the first consultation target account. Based on the first consultation identifier and the first customer service identifier, the message query is performed in the full message storage module to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier. The full message storage module is used to store the interaction messages between different consultation identifiers and different customer service identifiers.

[0201] Based on the first reception identifier corresponding to the first target reception account, extract the target historical interaction messages generated by non-first target reception accounts from the full historical interaction messages;

[0202] Feedback on the target's historical interaction messages to the primary target's reception account.

[0203] In one specific embodiment, the above method may further include:

[0204] In response to the historical message query request, perform customer service identity verification on the first target reception account based on the first customer service identifier to obtain the first detection information;

[0205] Perform session status detection on the first target reception account and the first consultation object account corresponding to the first consultation identifier to obtain the second detection information;

[0206] If the first and second detection information meet the preset query permission conditions, the system queries the full message storage module based on the first consultation identifier and the first customer service identifier to obtain the full set of historical interaction messages.

[0207] In a specific embodiment, the historical message query request also carries a first interaction message. After performing a message query in the full message storage module based on the first consultation identifier and the first customer service identifier to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier, the above method may further include:

[0208] Extract the target historical interaction message that has a contextual relationship with the first interaction message from the full historical interaction message;

[0209] Feedback the target's historical interaction messages to the first target reception account, so that the first target reception account can reply to the first interaction message based on the target's historical interaction messages.

[0210] In one specific embodiment, the target historical interaction message may include: a merged forwarding message, which consists of at least two forwarding interaction messages. The data structure of each forwarding interaction message may include: its own sub-message type and the serialized message content corresponding to the sub-message type. The aforementioned feedback of the target historical interaction message to the first target receiving account may include:

[0211] The first target reception account is fed back a merged forwarding message so that the first target reception account can deserialize the serialized message content in each forwarding interaction message based on the sub-message type corresponding to each forwarding interaction message in the merged forwarding message, obtain the readable interaction message corresponding to each forwarding interaction message, and display the readable interaction messages corresponding to at least two forwarding interaction messages.

[0212] In one specific embodiment, the target historical interaction message may include: a content sharing message. The data structure of the content sharing message may include: content sharing type, message topic information of the content sharing message, and content source information of the content sharing message. The aforementioned feedback of the target historical interaction message to the first target reception account may include:

[0213] The system sends a content sharing message to the primary target reception account, enabling the account to parse and process the message subject and source information based on the content sharing type, obtain the message title and source identifier, and display a readable sharing message containing the content sharing type, message title, and source identifier.

[0214] The detailed steps of the above embodiment of the session processing method written from the customer service session server side can be found in the above embodiment of the interaction-side session processing method, and will not be repeated here.

[0215] As can be seen from the technical solutions provided in the above embodiments of this application, in customer service application scenarios, at least one first candidate reception account among multiple preset reception object accounts (employee accounts) is pre-configured with a customer service identity corresponding to a first customer service identifier, so that each reception object corresponding to a first candidate reception account can log in to its own preset reception object account and provide customer service to the inquiring object with the customer service identity corresponding to the first customer service identifier. In addition, at least one first target reception account among the first candidate reception accounts can be assigned to the first session initiated by the first inquiring object account for the first customer service identifier, and the session identifier of the first session is bound to the first target reception account. When the customer service session server receives the first interaction message sent by the first inquiring object account for the first customer service identifier, based on the first... The interaction message carries a first session identifier and a first customer service identifier. From at least one first candidate reception account corresponding to the first customer service identifier, the first target reception account corresponding to the first session identifier is determined, and the first interaction message is distributed to the first target reception account. This can effectively improve the routing efficiency and accuracy of the interaction message. At the same time, the first interaction message is stored in the full message storage module, which stores all interaction messages in the customer service session system. After receiving the first interaction message, the first target reception account can reply to the first inquiry target account based on the first customer service identifier. This improves the ease of customer service operations, enhances the efficiency and accuracy of interaction message distribution, and makes it easier to manage customer service session data, thereby effectively improving customer service quality.

[0216] This application also provides a session processing apparatus, such as... Figure 10 As shown, the session processing device may include:

[0217] The first receiving module 1010 is used to receive a first interactive message sent by the first consultation object account. The first interactive message carries a first session identifier and a first customer service identifier of the first session in which the first interactive message is located. The first customer service identifier is a preset customer service identifier among a plurality of preset customer service identifiers.

[0218] The first reception account determination module 1020 is used to determine the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier; the at least one first candidate reception account is a preset reception object account configured with the customer service identity corresponding to the first customer service identifier from multiple preset reception object accounts, and each first candidate reception account is bound to a different session identifier.

[0219] The first distribution module 1030 is used to distribute the first interactive message to the first target reception account and store the first interactive message in the full message storage module so that the first target reception account can reply to the first interactive message based on the first customer service identifier;

[0220] The full message storage module stores all interactive messages from the customer service conversation system.

[0221] In one specific embodiment, the above-described apparatus may further include:

[0222] The first session identifier determination module is used to respond to a session request initiated by the first customer service account. The session request carries a first customer service identifier, and the module determines the first session identifier corresponding to the session request.

[0223] The reception account allocation module is used to determine the first target reception account to be allocated to the first session identifier from at least one first candidate reception account;

[0224] The session establishment module is used to establish the first session corresponding to the first session identifier and generate preset routing information between the first session identifier and the first target reception account. The first session is a session between the first target reception account and the first consultation object account based on the customer service identity corresponding to the first customer service identifier.

[0225] The session identifier feedback module is used to provide the first session identifier to the account of the first person being consulted.

[0226] The aforementioned first reception account determination module 1020 may include:

[0227] The routing query unit is used to determine the first target reception account from at least one first candidate reception account based on preset routing information.

[0228] In one specific embodiment, the above-described apparatus may further include:

[0229] The second receiving module is used to receive the fourth interactive message sent by the first target reception account to the first consultation object account. The fourth interactive message carries the first customer service identifier.

[0230] The second distribution module is used to distribute the fourth interactive message to the first customer service recipient account and store the fourth interactive message in the full message storage module so that the first customer service recipient account can display the fourth interactive message in the session content display area corresponding to the first customer service identifier.

[0231] In one specific embodiment, the at least one first candidate reception account may include: a plurality of first candidate reception accounts, and the device may further include:

[0232] The third receiving module is used to receive the second interactive message sent by the second consultation object account. The second interactive message carries the second session identifier and the first customer service identifier of the second session in which the second interactive message is located.

[0233] The second reception account determination module is used to determine the first target reception account corresponding to the first session identifier and the second target reception account corresponding to the second session identifier from multiple first candidate reception accounts;

[0234] The third distribution module is used to distribute a first interactive message to a first target reception account and store the first interactive message in a full message storage module so that the first target reception account can reply to the first interactive message based on the first customer service identifier; and to distribute a second interactive message to a second target reception account and store the second interactive message in a full message storage module so that the second target reception account can reply to the second interactive message based on the first customer service identifier.

[0235] In one specific embodiment, each preset customer service account can be configured with at least one preset customer service identifier corresponding to its respective customer service identity, and the above-mentioned device may further include:

[0236] The fourth receiving module is used to receive the third interactive message sent by the third consultation object account. The third interactive message carries the third session identifier and the second customer service identifier of the third session in which the third interactive message is located.

[0237] The third reception account determination module is used to determine the third target reception account corresponding to the third session identifier from at least one second candidate reception account corresponding to the second customer service identifier; at least one second candidate reception account is a preset reception object account configured with the customer service identity corresponding to the second customer service identifier from multiple preset reception object accounts;

[0238] The fourth distribution module is used to distribute the first interactive message and the third interactive message to the first target reception account when the first target reception account and the third target reception account are the same preset reception target account, and to store the first interactive message and the third interactive message to the full message storage module, so that the first target reception account can reply to the first interactive message in the session content display area corresponding to the first customer service identifier, and reply to the third interactive message in the session content display area corresponding to the second customer service identifier.

[0239] In one specific embodiment, the above-described apparatus may further include:

[0240] The historical message query module is used to respond to the historical message query request sent by the first target reception account. The historical message query request carries the first consultation identifier and the first customer service identifier corresponding to the first consultation target account. Based on the first consultation identifier and the first customer service identifier, the message query is performed in the full message storage module to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier. The full message storage module is used to store the interaction messages between different consultation identifiers and different customer service identifiers.

[0241] The first historical message extraction module is used to extract target historical interaction messages generated by non-first target reception accounts from the full set of historical interaction messages based on the first reception identifier corresponding to the first target reception account.

[0242] The first historical message feedback module is used to provide feedback on the target's historical interaction messages to the first target reception account.

[0243] In one specific embodiment, the above-mentioned historical message query module may include:

[0244] The customer service identity detection unit is used to respond to historical message query requests by performing customer service identity detection on the first target reception account based on the first customer service identifier, and obtaining the first detection information;

[0245] The session state detection unit is used to perform session state detection on the first target reception account and the first consultation object account corresponding to the first consultation identifier, and obtain second detection information.

[0246] The message query unit is used to perform message query in the full message storage module based on the first consultation identifier and the first customer service identifier, when the first detection information and the second detection information meet the preset query permission conditions, so as to obtain the full set of historical interaction messages.

[0247] In one specific embodiment, the historical message query request further carries a first interaction message, and the above-mentioned device may further include:

[0248] The second historical message extraction module is used to extract target historical interaction messages that have a contextual relationship with the first interaction message from the full set of historical interaction messages;

[0249] The second historical message feedback module is used to provide feedback on the target historical interaction messages to the first target reception account, so that the first target reception account can reply to the first interaction message based on the target historical interaction messages.

[0250] In one specific embodiment, the target historical interaction message may include: a merged forwarding message, which consists of at least two forwarding interaction messages. The data structure of each forwarding interaction message may include: its own sub-message type and the serialized message content corresponding to the sub-message type. The aforementioned first historical message feedback module may include:

[0251] The merged forwarding message feedback unit is used to send merged forwarding messages back to the first target reception account, so that the first target reception account can deserialize the serialized message content in each forwarding interaction message based on the sub-message type corresponding to each forwarding interaction message in the merged forwarding message, obtain the readable interaction message corresponding to each forwarding interaction message, and display the readable interaction messages corresponding to at least two forwarding interaction messages.

[0252] In one specific embodiment, the target historical interaction message may include: a content sharing message, the data structure of which may include: content sharing type, message topic information of the content sharing message, and content source information of the content sharing message; the aforementioned first historical message feedback module may include:

[0253] The content sharing message feedback unit is used to send content sharing messages back to the first target reception account, so that the first target reception account can parse and process the message subject information and content source information based on the content sharing type, obtain message title information and source identification information, and display a readable sharing message containing content sharing type, message title information and source identification information.

[0254] It should be noted that the apparatus and method embodiments described above are based on the same inventive concept.

[0255] This application provides a session processing device, which includes a processor and a memory. The memory stores at least one instruction or at least one program segment, which is loaded and executed by the processor to implement the session processing method provided in the above method embodiments.

[0256] Furthermore, Figure 11 A schematic diagram of the hardware structure of a session processing device for implementing the session processing method provided in the embodiments of this application is shown. The session processing device may participate in or include the session processing apparatus provided in the embodiments of this application. Figure 11 As shown, the session processing device 110 may include one or more processors 1102 (shown as 1102a, 1102b, ..., 1102n in the figure) (processor 1102 may include, but is not limited to, a microprocessor MCU or a programmable logic device FPGA, etc.), a memory 1104 for storing data, and a transmission device 1106 for communication functions. In addition, it may also include: a display, an input / output interface (I / O interface), a universal serial bus (USB) port (which may be included as one of the ports of the I / O interface), a network interface, a power supply, and / or a camera. Those skilled in the art will understand that... Figure 11 The structure shown is for illustrative purposes only and does not limit the structure of the aforementioned electronic device. For example, the session processing device 110 may also include... Figure 11 The more or fewer components shown, or having the same Figure 11 The different configurations shown.

[0257] It should be noted that the aforementioned one or more processors 1102 and / or other data processing circuitry are generally referred to herein as "data processing circuitry". This data processing circuitry may be embodied, in whole or in part, in software, hardware, firmware, or any other combination thereof. Furthermore, the data processing circuitry may be a single, independent processing module, or may be integrated, in whole or in part, into any other element within the session processing device 110 (or mobile device). As involved in the embodiments of this application, the data processing circuitry serves as a processor control mechanism (e.g., selection of a variable resistor termination path connected to an interface).

[0258] The memory 1104 can be used to store software programs and modules of application software, such as the program instructions / data storage device corresponding to the session processing method described in the embodiments of this application. The processor 1102 executes various functional applications and data processing by running the software programs and modules stored in the memory 1104, thereby implementing the aforementioned session processing method. The memory 1104 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory 1104 may further include memory remotely located relative to the processor 1102, and these remote memories can be connected to the session processing device 110 via a network. Examples of such networks include, but are not limited to, the Internet, corporate intranets, local area networks, mobile communication networks, and combinations thereof.

[0259] The transmission device 1106 is used to receive or send data via a network. Specific examples of the network described above may include a wireless network provided by the communication provider of the session processing device 110. In one example, the transmission device 1106 includes a network interface controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In one embodiment, the transmission device 1106 may be a radio frequency (RF) module for wireless communication with the Internet.

[0260] The display may be, for example, a touchscreen liquid crystal display (LCD) that allows the user to interact with the user interface of the session processing device 110 (or mobile device).

[0261] Embodiments of this application also provide a computer-readable storage medium, which can be disposed in a session processing device to store at least one instruction or at least one program related to implementing the session processing method in the method embodiment. The at least one instruction or the at least one program is loaded and executed by the processor to implement the session processing method provided in the above method embodiment.

[0262] Optionally, in this embodiment, the storage medium may be located in at least one of the multiple network servers in a computer network. Optionally, in this embodiment, the storage medium may include, but is not limited to, various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0263] Embodiments of this application also provide a computer program product or computer program including computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the session processing method as provided in the method embodiments.

[0264] In this application embodiment, the terms "module" or "unit" refer to a computer program or part of a computer program that has a predetermined function and works with other related parts to achieve a predetermined goal, and can be implemented wholly or partially using software, hardware (such as processing circuitry or memory), or a combination thereof. Similarly, a processor (or multiple processors or memory) can be used to implement one or more modules or units. Furthermore, each module or unit can be part of an overall module or unit that includes the functionality of that module or unit.

[0265] It should be noted that the order of the embodiments described above is merely for descriptive purposes and does not represent the superiority or inferiority of the embodiments. Furthermore, the above description focuses on specific embodiments of this application. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps described in the claims can be performed in a different order than that shown in the embodiments and still achieve the desired results. Additionally, the processes depicted in the drawings do not necessarily require a specific or sequential order to achieve the desired results. In some implementations, multitasking and parallel processing are also possible or may be advantageous.

[0266] The various embodiments in this application are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the device and apparatus embodiments are basically similar to the method embodiments, so the descriptions are relatively simple; relevant parts can be referred to the descriptions of the method embodiments.

[0267] Those skilled in the art will understand that all or part of the steps of the above embodiments can be implemented by hardware or by a program instructing related hardware. The program can be stored in a computer-readable storage medium, such as a read-only memory, a disk, or an optical disk.

[0268] The above description is only a preferred embodiment of this application and is not intended to limit this application. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A session processing method, characterized in that, The method includes: Receive a first interactive message sent by the account of the first consultation target. The first interactive message carries a first session identifier and a first customer service identifier in the first session in which the first interactive message is located. The first customer service identifier is one of a plurality of preset customer service identifiers. From at least one first candidate reception account corresponding to the first customer service identifier, determine the first target reception account corresponding to the first session identifier; the at least one first candidate reception account is a preset reception object account among a plurality of preset reception object accounts that is configured with the customer service identity corresponding to the first customer service identifier, and each first candidate reception account is bound to a different session identifier; The first interactive message is distributed to the first target reception account, and the first interactive message is stored in the full message storage module so that the first target reception account can reply to the first interactive message based on the first customer service identifier; The full message storage module stores all interactive messages from the customer service conversation system.

2. The method according to claim 1, characterized in that, The method further includes: In response to the historical message query request sent by the first target reception account, the historical message query request carries the first consultation identifier and the first customer service identifier corresponding to the first consultation object account. Based on the first consultation identifier and the first customer service identifier, the message query is performed in the full message storage module to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier. The full message storage module is used to store the interaction messages between different consultation identifiers and different customer service identifiers. Based on the first reception identifier corresponding to the first target reception account, extract target historical interaction messages that are not generated by the first target reception account from the full historical interaction messages; The target's historical interaction messages are fed back to the first target reception account.

3. The method according to claim 2, characterized in that, The historical message query request also carries the first interaction message. After performing a message query in the full message storage module based on the first consultation identifier and the first customer service identifier to obtain the full historical interaction messages between the first consultation identifier and the first customer service identifier, the method further includes: Extract the target historical interaction message that has a contextual association with the first interaction message from the full set of historical interaction messages; The target historical interaction message is fed back to the first target reception account, so that the first target reception account can reply to the first interaction message based on the target historical interaction message.

4. The method according to claim 2, characterized in that, The method further includes: In response to the historical message query request, the customer service identity of the first target reception account is checked against the first customer service identifier to obtain the first detection information; Perform session state detection on the first target reception account and the first consultation object account corresponding to the first consultation identifier to obtain second detection information; If the first detection information and the second detection information meet the preset query permission conditions, the full historical interaction messages are obtained by querying the full message storage module based on the first consultation identifier and the first customer service identifier.

5. The method according to claim 1, characterized in that, Each preset customer service account can be configured with at least one preset customer service identifier corresponding to its respective customer service identity. The method further includes: Receive a third interactive message sent by a third consultation object account, wherein the third interactive message carries a third session identifier and a second customer service identifier of the third session in which the third interactive message is located. From at least one second candidate reception account corresponding to the second customer service identifier, a third target reception account corresponding to the third session identifier is determined; the at least one second candidate reception account is a preset reception object account among the plurality of preset reception object accounts that is configured with a customer service identity corresponding to the second customer service identifier; When the first target reception account and the third target reception account are the same preset reception target account, the first interaction message and the third interaction message are distributed to the first target reception account, and the first interaction message and the third interaction message are stored in the full message storage module, so that the first target reception account can reply to the first interaction message in the conversation content display area corresponding to the first customer service identifier, and reply to the third interaction message in the conversation content display area corresponding to the second customer service identifier.

6. The method according to claim 1, characterized in that, The at least one first candidate reception account includes: a plurality of first candidate reception accounts, and the method further includes: Receive a second interactive message sent by the second consultation target account. The second interactive message carries the second session identifier of the second session in which the second interactive message is located and the first customer service identifier. From the plurality of first candidate reception accounts, determine the first target reception account corresponding to the first session identifier and the second target reception account corresponding to the second session identifier; The system distributes the first interactive message to the first target reception account and stores the first interactive message in the full message storage module, so that the first target reception account can reply to the first interactive message based on the first customer service identifier. The system also distributes the second interactive message to the second target reception account and stores the second interactive message in the full message storage module, so that the second target reception account can reply to the second interactive message based on the first customer service identifier.

7. The method according to claim 1, characterized in that, After distributing the first interactive message to the first target reception account, the method further includes: Receive a fourth interactive message sent by the first target reception account to the first consultation object account, wherein the fourth interactive message carries the first customer service identifier; The fourth interactive message is distributed to the first customer service recipient account and stored in the full message storage module so that the first customer service recipient account displays the fourth interactive message in the conversation content display area corresponding to the first customer service identifier.

8. The method according to any one of claims 1 to 7, characterized in that, Before receiving the first interactive message sent by the first consultation recipient account, the method further includes: In response to a session request initiated by the first customer service representative's account, the session request carries the first customer service identifier, and the first session identifier corresponding to the session request is determined. From the at least one first candidate reception account, determine the first target reception account assigned to the first session identifier; Establish a first session corresponding to the first session identifier, and generate preset routing information between the first session identifier and the first target reception account. The first session is a session between the first target reception account and the first inquiry object account based on the customer service identity corresponding to the first customer service identifier. The first session identifier is sent back to the account of the first person being consulted; The step of determining the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier includes: Based on the preset routing information, the first target reception account is determined from the at least one first candidate reception account.

9. The method according to claim 2, characterized in that, The target historical interaction message includes: a merged forwarding message, which consists of at least two forwarding interaction messages. The data structure of each forwarding interaction message includes: its own sub-message type and the serialized message content corresponding to the sub-message type. The step of feeding back the target historical interaction message to the first target reception account includes: The merged forwarding message is fed back to the first target reception account, so that the first target reception account can deserialize the serialized message content in each forwarding interaction message based on the sub-message type corresponding to each forwarding interaction message in the merged forwarding message, to obtain the readable interaction message corresponding to each forwarding interaction message, and display the readable interaction messages corresponding to at least two forwarding interaction messages.

10. The method according to claim 2, characterized in that, The target historical interaction messages include: content sharing messages, the data structure of which includes: content sharing type, message topic information of the content sharing message, and content source information of the content sharing message; the step of feeding back the target historical interaction messages to the first target reception account includes: The content sharing message is fed back to the first target reception account, so that the first target reception account can parse and process the message topic information and the content source information based on the content sharing type to obtain message title information and source identifier information, and display a readable shareable message containing the content sharing type, the message title information and the source identifier information.

11. A session processing apparatus, characterized in that, The device includes: The first receiving module is used to receive a first interactive message sent by the first consultation target account. The first interactive message carries a first session identifier and a first customer service identifier of the first session in which the first interactive message is located. The first customer service identifier is a preset customer service identifier among a plurality of preset customer service identifiers. The first reception account determination module is used to determine the first target reception account corresponding to the first session identifier from at least one first candidate reception account corresponding to the first customer service identifier; the at least one first candidate reception account is a preset reception object account configured with the customer service identity corresponding to the first customer service identifier from multiple preset reception object accounts, and each first candidate reception account is bound to a different session identifier. The first distribution module is used to distribute the first interactive message to the first target reception account and store the first interactive message in the full message storage module, so that the first target reception account can reply to the first interactive message based on the first customer service identifier; The full message storage module stores all interactive messages from the customer service conversation system.

12. A session processing device, characterized in that, The device includes a processor and a memory, the memory storing at least one instruction or at least one program, the at least one instruction or the at least one program being loaded and executed by the processor to implement the session processing method as described in any one of claims 1 to 10.

13. A computer-readable storage medium, characterized in that, The storage medium stores at least one instruction or at least one program segment, which is loaded and executed by a processor to implement the session processing method as described in any one of claims 1 to 10.

14. A computer program product, characterized in that, The computer program product includes at least one instruction or at least one program segment, which is loaded and executed by a processor to implement the session processing method as described in any one of claims 1 to 10.

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