Information diffluence method, apparatus and storage medium and electronic device

Abstract

The application discloses an information distribution method and device, a storage medium and an electronic equipment. The method comprises the following steps: obtaining target interactive information pushed by a first customer service system associated with a target service platform, wherein the target interactive information is interactive information received on the target service platform; in the case that the target interactive information belongs to a first interactive information type, performing distribution processing on the target interactive information by a second customer service system, wherein the second customer service system is different from the first customer service system; and in the case that the target interactive information belongs to a second interactive information type, returning the target interactive information to the first customer service system, so that the first customer service system performs distribution processing on the target interactive information. The application solves the technical problem of low flexibility of information distribution.

Description

Technical Field

[0001] This application relates to the field of computers, and more specifically, to an information diversion method, apparatus, storage medium, and electronic device. Background Technology

[0002] Information routing can effectively improve the user experience in scenarios such as user inquiries. However, the information routing technology used in this context is relatively simplistic and closed, typically limited to a single customer service system, resulting in low flexibility. Therefore, information routing suffers from a lack of flexibility.

[0003] There is currently no effective solution to the above problems. Summary of the Invention

[0004] This application provides an information offloading method, apparatus, storage medium, and electronic device to at least solve the technical problem of low flexibility in information offloading.

[0005] According to one aspect of the embodiments of this application, an information diversion method is provided, comprising: obtaining target interactive information pushed by a first customer service system associated with a target service platform, wherein the target interactive information is interactive information received on the target service platform; if the target interactive information belongs to a first interactive information type, diverting the target interactive information through a second customer service system, wherein the second customer service system is different from the first customer service system; if the target interactive information belongs to a second interactive information type, returning the target interactive information to the first customer service system so that the first customer service system can divert the target interactive information.

[0006] According to another aspect of the embodiments of this application, an information diversion device is also provided, comprising: a first acquisition unit, configured to acquire target interactive information pushed by a first customer service system associated with a target service platform, wherein the target interactive information is interactive information received on the target service platform; a first diversion unit, configured to divert the target interactive information through a second customer service system when the target interactive information belongs to a first interactive information type, wherein the second customer service system is different from the first customer service system; and a second diversion unit, configured to return the target interactive information to the first customer service system when the target interactive information belongs to a second interactive information type, so that the first customer service system can divert the target interactive information.

[0007] As an optional solution, the first diversion unit includes: a first acquisition module, used to acquire information identification data of the target interaction information, wherein the information identification data is the identification data of the target interaction information on the target service platform; and a first sending module, used to forward the target interaction information and the information identification data to a first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information.

[0008] As an optional solution, the above-mentioned device includes: a second acquisition module, configured to acquire original identification data carried in the target interaction information before acquiring the information identification data of the target interaction information, wherein the original identification data is the identification data associated with the target interaction information on the target service platform; the first acquisition module includes: an acquisition submodule, configured to acquire the information identification data corresponding to the original identification data.

[0009] As an optional approach, the aforementioned original identification data includes at least one of the following: identity identification data and service identification data, wherein the identity identification data is the account identification data of the target user account that initiated the target interaction information on the target service platform, and the service identification data is the identification data of the target service requested by the target interaction information from the target service platform for the target user account; when the aforementioned original identification data includes the aforementioned identity identification data, the aforementioned information identification data includes identity association data, wherein the aforementioned identity association data is the account attribute data of the target user account; when the aforementioned original identification data includes the aforementioned service identification data, the aforementioned information identification data includes service association data, wherein the aforementioned service association data is the service attribute data of the target service.

[0010] As an optional solution, the above-mentioned apparatus includes: a second sending module, configured to send the original identification data to a target database associated with the second customer service system before acquiring the information identification data corresponding to the original identification data, wherein the data stored in the target database are multiple second identification data stored according to the index relationship between them and the first identification data, the first identification data including the original identification data, and the second identification data including the information identification data; the acquisition submodule includes: an acquisition subunit, configured to acquire the information identification data indexed in the target database according to the original identification data and having the index relationship between them and the original identification data.

[0011] As an optional solution, it includes: a determining module, used to determine the first customer service account from multiple customer service accounts associated with the second customer service system based on the information identification data before forwarding the target interaction information and the information identification data to the first customer service account associated with the second customer service system so that the first customer service account can process the target interaction information, wherein the matching degree between the first customer service account and the information identification data reaches a target threshold.

[0012] As an optional solution, the above-mentioned device includes: a first determining unit, configured to determine a second customer service account from multiple customer service accounts associated with the second customer service system before returning the target interaction information to the first customer service system; the second diversion unit includes: a first returning module, configured to return the target interaction information and the account identifier of the second customer service account to the first customer service system, so that the first customer service system can call the third customer service account corresponding to the account identifier of the second customer service account to process the target interaction information.

[0013] As an optional solution, the above-mentioned device includes: a second determining unit, configured to determine the system identifier of the first customer service system based on the target interaction information before returning the target interaction information to the first customer service system; the second diversion unit includes: a second return module, configured to return the target interaction information and the system identifier to the target customer service system, so that the target customer service system calls the first customer service system corresponding to the system identifier to process the target interaction information.

[0014] As an optional solution, it includes: a second acquisition unit, used to acquire target key information in the target interaction information after acquiring the target interaction information pushed by the first customer service system associated with the target service platform; and a third determination unit, used to determine whether the target interaction information belongs to the first interaction information type or the second interaction information type after acquiring the target interaction information pushed by the first customer service system associated with the target service platform, provided that the target key information is located in the key information list.

[0015] According to another aspect of the embodiments of this application, a computer program product or computer program is provided, which includes 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 information diversion method described above.

[0016] According to another aspect of the embodiments of this application, an electronic device is also provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the above-described information diversion method through the computer program.

[0017] In this embodiment, target interaction information pushed by a first customer service system associated with a target service platform is obtained, wherein the target interaction information is interaction information received on the target service platform; if the target interaction information belongs to the first interaction information type, the target interaction information is processed by a second customer service system, wherein the second customer service system is different from the first customer service system; if the target interaction information belongs to the second interaction information type, the target interaction information is returned to the first customer service system so that the first customer service system processes the target interaction information, utilizing the fact that when the first customer service system receives an interaction message sent by a user to customer service, it does not process the interaction message, but instead... The method of pushing messages to the second customer service system breaks through the closed management of the first customer service system. Furthermore, when the interactive message belongs to the first type of interactive information, the second customer service system is used to distribute the interactive message, thereby broadening the distribution scenarios of interactive messages. Similarly, when the interactive message belongs to the second type of interactive message, the interactive message is returned to the first customer service system, and then the first customer service system distributes the interactive message, thus retaining the distribution function of the original customer service system (the first customer service system). This achieves efficient utilization of existing information distribution methods, thereby achieving the goal of flexibly using multiple information distribution methods. This improves the technical effect of information distribution flexibility and solves the technical problem of low information distribution flexibility. Attached Figure Description

[0018] The accompanying drawings, which are included to provide a further understanding of this application and form part of this application, illustrate exemplary embodiments and are used to explain this application, but do not constitute an undue limitation of this application. In the drawings:

[0019] Figure 1 This is a schematic diagram of an application environment for an optional information diversion method according to an embodiment of this application;

[0020] Figure 2 This is a schematic diagram of the flow of an optional information diversion method according to an embodiment of this application;

[0021] Figure 3 This is a schematic diagram of an optional information diversion method according to an embodiment of this application;

[0022] Figure 4 This is a schematic diagram of another optional information diversion method according to an embodiment of this application;

[0023] Figure 5 This is a schematic diagram of another optional information diversion method according to an embodiment of this application;

[0024] Figure 6 This is a schematic diagram of another optional information diversion method according to an embodiment of this application;

[0025] Figure 7 This is a schematic diagram of an optional information diversion device according to an embodiment of this application;

[0026] Figure 8 This is a schematic diagram of another optional information diversion device according to an embodiment of this application;

[0027] Figure 9 This is a schematic diagram of the structure of an optional electronic device according to an embodiment of this application. Detailed Implementation

[0028] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present application, and not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative effort should fall within the scope of protection of the present application.

[0029] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of this application described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or apparatus that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or apparatus.

[0030] According to one aspect of the embodiments of this application, an information diversion method is provided. Optionally, as an optional implementation, the above-described information diversion method may be applied to, but is not limited to, [examples of other methods]. Figure 1 The environment shown may include, but is not limited to, user equipment 102, network 110, and server 112. The user equipment 102 may include, but is not limited to, a display 108, a processor 106, and a memory 104.

[0031] The specific process can be summarized in the following steps:

[0032] Step S102: User equipment 102 obtains the interactive information received on target service platform 1002;

[0033] In steps S104-S106, user equipment 102 sends the interaction information to server 112 via network 110;

[0034] In step S108, server 112 determines the interaction information type of the interaction information through database 114, and obtains the information distribution method of the interaction information according to the interaction information type through processing engine 116.

[0035] In steps S110-S112, server 112 sends the information to user equipment 102 via network 110 using the information distribution method. The processor 106 in user equipment 102 sends the interactive information to the second customer service system for distribution processing according to the above information distribution method, or sends the interactive information to the second customer service system and then the second customer service system returns the interactive information to the first customer service system for distribution processing. The distribution processing result is displayed on display 108 and stored in memory 104.

[0036] remove Figure 1 Beyond the examples shown, the above steps can be performed independently by user equipment 102, that is, user equipment 102 can perform steps such as obtaining information distribution methods, thereby reducing the processing pressure on the server. User equipment 102 includes, but is not limited to, handheld devices (such as mobile phones), laptops, desktop computers, in-vehicle devices, etc., and this application does not limit the specific implementation of user equipment 102.

[0037] Alternatively, as an alternative implementation method, such as Figure 2 As shown, information diversion methods include:

[0038] S202, Obtain the target interaction information pushed by the first customer service system associated with the target service platform, wherein the target interaction information is the interaction information received on the target service platform;

[0039] S204, when the target interactive information belongs to the first type of interactive information, the target interactive information is diverted through the second customer service system, wherein the second customer service system is different from the first customer service system;

[0040] S206, if the target interaction information belongs to the second type of interaction information, the target interaction information is returned to the first customer service system so that the first customer service system can process the target interaction information separately.

[0041] Optionally, in this embodiment, the above-described information diversion method can be applied, but is not limited to, in customer service conversation diversion scenarios. Specifically, when facing high-concurrency user inquiry information (interactive information) in a customer service conversation diversion scenario, this embodiment is not limited to using the platform's built-in system (first customer service system) triggered by the inquiry information for information diversion. Instead, the inquiry information is first sent to an open system (second customer service system), and the second customer service system determines, based on the information type of the inquiry information, whether the open system (second customer service system) should handle the information diversion, or whether the inquiry information should be returned to the first customer service system for information diversion.

[0042] Optionally, in this embodiment, information routing can be understood, but is not limited to, as the entire process from a user initiating a customer service conversation (interactive information), to the conversation being routed to one or more customer service accounts, and then to the conversation being responded to by that customer service account. For example, information routing can be supported from multiple aspects such as object information, object consultation records, object consultation intent, and customer service reception records, based on payment resources, repeat visits, frequently asked questions, and customer service weight. Specifically, payment resources (object information): if a user's accumulated payment resources in the mini-program exceed X, they are allocated to the corresponding customer service representative; repeat visits (uplink records): if an uplink occurs again within 48 hours after the conversation ends, it is allocated to the last customer service representative who handled the visit; customer service weight (reception records): the administrator sets a customer service reception limit and randomly allocates customer service representatives proportionally; frequently asked questions: the administrator configures questions and corresponding customer service representatives, and users click on text links to be assigned to the corresponding customer service representative, etc.

[0043] Optionally, in this embodiment, the first customer service system may be, but is not limited to, an official customer service workbench built for the target service platform; the second customer service system may be, but is not limited to, an open system built by the mini-program developer. The relationship between the first customer service system and the second customer service system may be understood as the first customer service system opening its service capabilities to the mini-program developer through APIs.

[0044] Optionally, in this embodiment, the type of interactive information can be used, but is not limited to, to distinguish whether the interactive information requires a human response. For example, if the interactive information does not require a more intelligent response processing method but can be automatically responded to by a computer, the interactive information is returned to the first customer service system for generalized automatic response processing. Conversely, if the interactive information cannot be automatically responded to by a computer and requires a more intelligent response processing method, the second customer service system, which has a higher level of professionalism and stronger personalized conversation capabilities, performs highly intelligent response processing.

[0045] Optionally, in this embodiment, the diversion of target interaction information through the second customer service system can be understood, but is not limited to, as the second customer service system being a customer service system built specifically for the target service, which can achieve a greater degree of fit with the target service and can expand more personalized response services; and then, when the target interaction information corresponding to the target service is obtained, the target interaction information is sent to the second customer service system for more efficient diversion processing.

[0046] Optionally, in this embodiment, the first customer service system's diversion processing of target interaction information can be understood as, but is not limited to, a generalized diversion processing method. Although the generalized diversion processing method is more efficient, it usually cannot meet the service needs of highly personalized users. Therefore, when it is obtained that the target interaction information belongs to the second type of interaction information, it is determined that the target interaction information does not require highly personalized service needs for the time being, and the target interaction information is returned to the first customer service system for processing to ensure diversion efficiency.

[0047] It should be noted that by utilizing the method of pushing interactive messages sent by users to customer service from the first customer service system to the second customer service system instead of processing them, the closed management of the first customer service system is broken. Furthermore, when the interactive message belongs to the first type of interactive information, the second customer service system is used to distribute the interactive message, thereby broadening the distribution scenarios of interactive messages. Similarly, when the interactive message belongs to the second type of interactive message, the interactive message is returned to the first customer service system, and then distributed by the first customer service system, thus retaining the distribution function of the original customer service system (the first customer service system) and achieving efficient utilization of existing information distribution methods.

[0048] To further illustrate, optional examples include... Figure 3 As shown, the target service platform 302 receives target interaction information 304 sent by account A (such as "What are the advantages of this product A?"). The system identifies that the target service pointed to in the target interaction information 304 is product A (or the target service can be determined from the page source from which the target interaction information 304 is received). Then, the second customer service system 308 corresponding to the target service obtains the target interaction information 304 pushed by the first customer service system 306 associated with the target service platform 302. If the target interaction information 304 belongs to the first interaction information type, the second customer service system 308 performs traffic diversion processing on the target interaction information 304. Conversely, if the target interaction information 304 belongs to the second interaction information type, the target interaction information 304 is returned to the first customer service system 306 so that the first customer service system 306 performs traffic diversion processing on the target interaction information 304.

[0049] The embodiments provided in this application obtain target interactive information pushed by a first customer service system associated with a target service platform, wherein the target interactive information is interactive information received on the target service platform; when the target interactive information belongs to the first type of interactive information, the target interactive information is processed by a second customer service system, wherein the second customer service system is different from the first customer service system; when the target interactive information belongs to the second type of interactive information, the target interactive information is returned to the first customer service system so that the first customer service system can process the target interactive information, thereby achieving the purpose of flexibly using multiple information diversion methods, and thus realizing the technical effect of improving the flexibility of information diversion.

[0050] As an optional solution, target interaction information can be triaged and processed through a second customer service system, including:

[0051] S1, Obtain the information identification data of the target interaction information, wherein the information identification data is the identification data of the target interaction information on the target service platform;

[0052] S2 forwards the target interaction information and information identification data to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information.

[0053] Optionally, in this embodiment, the information identification data may also include, but is not limited to, source data identifiers and information content identifiers for interactive information. The source data identifier may be used to indicate the source of the interactive information (such as page source, account source, service source, etc.), and the information content identifier may be used to indicate the tags associated with the interactive information (such as product tags, intention tags, account tags, etc.). Then, a more suitable customer service account can be determined based on the information identification data to improve the accuracy of information diversion.

[0054] The embodiments provided in this application obtain information identification data of target interactive information, wherein the information identification data is the identification data of target interactive information on the target service platform; the target interactive information and the information identification data are forwarded to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interactive information, thereby improving the accuracy of information diversion.

[0055] As an optional approach, before obtaining the information identification data of the target interaction information, the following steps are taken: obtaining the original identification data carried in the target interaction information, wherein the original identification data is the identification data associated with the target interaction information on the target service platform;

[0056] As an optional approach, information identification data of the target interaction information is obtained, including: obtaining information identification data corresponding to the original identification data.

[0057] Optionally, in this embodiment, the original identification data includes at least one of the following: identity identification data and service identification data, wherein the identity identification data is the account identification data of the target user account that initiates the target interaction information on the target service platform, and the service identification data is the identification data of the target service provided by the target service platform to the target user account in the target interaction information.

[0058] Optionally, in this embodiment, when the original identification data includes identity identification data, the information identification data includes identity association data, wherein the identity association data is the account attribute data of the target user account;

[0059] Optionally, in this embodiment, when the original identification data includes service identification data, the information identification data includes service association data, wherein the service association data is the service attribute data of the target service.

[0060] As an optional solution, before obtaining the information identification data corresponding to the original identification data, the following steps are taken: sending the original identification data to the target database associated with the second customer service system, wherein the data stored in the target database is a plurality of second identification data stored according to the index relationship between the first identification data and the first identification data includes the original identification data, and the second identification data includes the information identification data;

[0061] As an optional approach, obtaining the information identification data corresponding to the original identification data includes: obtaining the information identification data that is indexed in the target database according to the original identification data and has an index relationship with the original identification data.

[0062] It should be noted that the original identification data is sent to the target database associated with the second customer service system. The target database stores multiple second identification data according to the index relationship between the first identification data and the original identification data. The first identification data includes the original identification data, and the second identification data includes information identification data. The information identification data that is indexed in the target database according to the original identification data and has an index relationship with the original identification data is obtained.

[0063] To further illustrate, optional examples include... Figure 4As shown, the first customer service system 402 sends the original identification data 408 (such as user account identifier, message content, page source) to the second customer service system 404, and then the second customer service system 404 sends the original identification data 410 (such as user account identifier, page source) to the target database 406 associated with the second customer service system 404; the target database 406 finds the information identification data 412 based on the original identification data 410 and sends the information identification data 412 to the second customer service system 404; then, after obtaining the information identification data 412, the second customer service system 404 performs information routing based on the information identification data 412, and obtains the response information 414 based on the information routing result, and then the second customer service system 404 returns the response information 414 to the first customer service system 402.

[0064] As an optional approach, before forwarding the target interaction information and information identification data to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information, the following steps are taken:

[0065] The first customer service account is determined from multiple customer service accounts associated with the second customer service system based on the information identification data. The matching degree between the first customer service account and the information identification data reaches the target threshold.

[0066] As an optional approach, before returning the target interaction information to the first customer service system, the following steps are taken: identifying the second customer service account from among multiple customer service accounts associated with the second customer service system;

[0067] As an optional solution, the target interaction information is returned to the first customer service system, including: returning the target interaction information and the account identifier of the second customer service account to the first customer service system, so that the first customer service system can call the third customer service account corresponding to the account identifier of the second customer service account to process the target interaction information.

[0068] As an optional approach, before returning the target interaction information to the first customer service system, the following steps are taken: determining the system identifier of the first customer service system based on the target interaction information;

[0069] As an optional solution, the target interaction information is returned to the first customer service system, including: returning the target interaction information and the system identifier to the target customer service system, so that the target customer service system can call the first customer service system corresponding to the system identifier to process the target interaction information.

[0070] Optionally, in this embodiment, the system identifier may be used, but is not limited to, to identify the customer service system to be de-routed, or to identify other customer service systems besides the first customer service system to be de-routed.

[0071] To further illustrate, optional examples include... Figure 3 As shown, the target service platform 302 displays the target interaction information 304 sent by account A (such as "What are the advantages of this product A"); it identifies that the target service pointed to in the target interaction information 304 is product A (or the target service can be determined from the page source of the received target interaction information 304), and then determines the second customer service system indicated by the system identifier corresponding to service product A.

[0072] The embodiments provided in this application determine the system identifier of the first customer service system based on the target interaction information; the target interaction information and the system identifier are returned to the target customer service system so that the target customer service system can call the first customer service system corresponding to the system identifier to process the target interaction information, thereby improving the accuracy of information diversion.

[0073] As an optional solution, after obtaining the target interaction information pushed by the primary customer service system associated with the target service platform, the following steps are included:

[0074] S1, Obtain key target information from target interaction information;

[0075] S2, if the target key information is in the key information list, determine whether the target interactive information belongs to the first interactive information type or the second interactive information type.

[0076] Optionally, in this embodiment, the type of interactive information can be used, but is not limited to, to distinguish whether the interactive information requires manual response. For example, if the interactive information does not require a more intelligent response processing method but can be automatically responded to by a computer, the interactive information is returned to the first customer service system for generalized automatic response processing. Conversely, if the interactive information cannot be automatically responded to by a computer and requires a more intelligent response processing method, the second customer service system, which has a higher level of professionalism and stronger personalized conversation capabilities, performs highly intelligent response processing. The judgment method can be, but is not limited to, checking whether the interactive information contains key information.

[0077] To illustrate further, if the interactive message contains the key information "return," it means that the interactive message can be automatically responded to using the "return" dimension, without needing to go through a second customer system for information diversion to obtain a more intelligent response; conversely, if the interactive message does not contain any key information, or if the key information it contains cannot be automatically responded to, then the information can be diverted through a second customer system.

[0078] The embodiments provided in this application obtain target key information from target interactive information; if the target key information is located in the key information list, the target interactive information is determined to belong to the first interactive information type; if the target key information is not located in the key information list, the target interactive information is determined to belong to the second interactive information type, thereby achieving the effect of improving the comprehensiveness of information diversion.

[0079] As an optional solution, for ease of understanding, the above information diversion method is applied to customer service conversation scenarios. Although existing customer service systems have basic conversation diversion capabilities, they are relatively simple and closed. They do not have the ability to leverage high value at low cost by combining the existing capabilities of various server-side developers from an open perspective.

[0080] Optionally, in this embodiment, starting from the needs of developers, the requirements for basic conversation capabilities and personalized conversation capabilities are broken down into multiple categories. Developers who need basic conversation capabilities are defined as developers who can use them out of the box. Then, developers who need personalized conversation capabilities and have development capabilities (i.e., developers who access the API) are further subdivided based on their actions after receiving push notifications. They are divided into developers who receive messages on their own servers and send and receive information on third-party servers, and developers who receive messages on their own servers and then forward them to the customer service platform system.

[0081] It should be noted that due to the uniqueness of the external message channel under the underlying framework of the mini program, multiple businesses share a single message channel to push to developers. Therefore, developers who access the API will receive information from multiple businesses simultaneously within one channel. Here, there may be developers who only want to handle non-customer service information, so they forward the customer service information to the customer service platform system. Therefore, API developers are further divided into developers who send and receive information on third-party servers and developers who forward messages to the customer service platform system.

[0082] Further examples illustrate this point. For instance, this embodiment supports information routing based on multiple aspects, including object information, object consultation records, object consultation intent, and customer service reception records, using methods such as payment resources, repeat visits, frequently asked questions (FAQs), and customer service weight. Specifically, payment resources (object information): if a user's cumulative payment resources in the mini-program exceed X, the information is allocated to the corresponding customer service representative; repeat visits (upstream records): if a user makes another upstream visit within 48 hours of the end of the session, the information is allocated to the last customer service representative who handled the visit; customer service weight (reception records): the administrator sets a maximum number of customer service representatives that can be served, and randomly allocates them proportionally; frequently asked questions: the administrator configures questions and corresponding customer service representatives, and users click on text links to be assigned to the appropriate customer service representative, etc.

[0083] Furthermore, such as Figure 5As shown, for developers sending and receiving information via third-party servers, the platform pushes the user identifier (openid), message content, and the page source (session-from) set when configuring the customer service button. Developers then match the openid and session-from with their own ERP system to obtain user and session attributes, completing internal routing. Specifically, developers are guided to configure the page source parameter `session-from` when configuring the customer service button on the mini-program page; `session-from` is custom content defined by the developer. When a user clicks the customer service button to initiate a session, the mini-program system pushes the initiation event and `session-from` together to the customer service platform system (mini-program customer service system). The mini-program customer service system then pushes the initiation event and `session-from` together to the developer's server via API. After obtaining the page source, the developer can choose to display it on their own customer service system, allowing customer service personnel to know the page from which the user initiated the session. Simultaneously, the developer routes the user based on information such as the user's openid; the platform typically does not need to understand this routing result. Subsequently, the developer sends the customer service reply message callback to the WeChat server (mini-program customer service system), completing the entire process from session initiation to session routing to session response.

[0084] In addition, such as Figure 6 As shown, for developers forwarding messages to the customer service platform system, the platform pushes the user's openid, the page source session-from, and the list of customer service accounts (kfList) bound to the developer's MP (mini-program customer service system). After the developer's traffic is routed, the session is assigned to a kfAccount in the kfList and the platform is notified. Specifically, based on the developer's traffic routing, the mini-program customer service system adds a list of customer service accounts bound to the developer's MP and pushes it to the developer via API. After internal traffic routing, the developer forwards the user session + the assigned customer service representative as a group of information to the customer service platform system (mini-program customer service system). The mini-program customer service system directly pushes the user session to the connected list of the assigned customer service representative based on the information received. The customer service representative then replies to the user message on the customer service platform system's workbench.

[0085] Through the embodiments provided in this application, the platform traffic splitting only requires platform development, and developers do not need to develop. Moreover, the traffic splitting method for developers does not require the customer service platform to bear the development costs, but only requires developers to have extremely low development costs. In this way, the session traffic splitting needs of developers using customer service components and accessing customer service APIs are efficiently met at a low cost.

[0086] It is understood that in the specific embodiments of this application, data such as user information are involved. When the above 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.

[0087] It should be noted that, for the sake of simplicity, the foregoing method embodiments are all described as a series of actions. However, those skilled in the art should understand that this application is not limited to the described order of actions, as some steps may be performed in other orders or simultaneously according to this application. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are preferred embodiments, and the actions and modules involved are not necessarily essential to this application.

[0088] According to another aspect of the embodiments of this application, an information diversion device for implementing the above-described information diversion method is also provided. For example... Figure 7 As shown, the device includes:

[0089] The first acquisition unit 702 is used to acquire target interaction information pushed by the first customer service system associated with the target service platform, wherein the target interaction information is the interaction information received on the target service platform.

[0090] The first diversion unit 704 is used to divert the target interactive information through the second customer service system when the target interactive information belongs to the first interactive information type. The second customer service system is different from the first customer service system.

[0091] The second diversion unit 706 is used to return the target interactive information to the first customer service system when the target interactive information belongs to the second interactive information type, so that the first customer service system can perform diversion processing on the target interactive information.

[0092] Optionally, in this embodiment, the aforementioned information diversion device can be applied, but is not limited to, in customer service conversation diversion scenarios. Specifically, when facing high-concurrency user inquiry information (interactive information) in a customer service conversation diversion scenario, this embodiment is not limited to using the platform's built-in system (first customer service system) triggered by the inquiry information for information diversion. Instead, the inquiry information is first sent to an open system (second customer service system), and the second customer service system determines, based on the information type of the inquiry information, whether the open system (second customer service system) should handle the information diversion, or whether the inquiry information should be returned to the first customer service system for information diversion.

[0093] Optionally, in this embodiment, information routing can be understood, but is not limited to, as the entire process from a user initiating a customer service conversation (interactive information), to the conversation being routed to one or more customer service accounts, and then to the conversation being responded to by that customer service account. For example, information routing can be supported from multiple aspects such as object information, object consultation records, object consultation intent, and customer service reception records, based on payment resources, repeat visits, frequently asked questions, and customer service weight. Specifically, payment resources (object information): if a user's accumulated payment resources in the mini-program exceed X, they are allocated to the corresponding customer service representative; repeat visits (uplink records): if an uplink occurs again within 48 hours after the conversation ends, it is allocated to the last customer service representative who handled the visit; customer service weight (reception records): the administrator sets a customer service reception limit and randomly allocates customer service representatives proportionally; frequently asked questions: the administrator configures questions and corresponding customer service representatives, and users click on text links to be assigned to the corresponding customer service representative, etc.

[0094] Optionally, in this embodiment, the first customer service system may be, but is not limited to, an official customer service workbench built for the target service platform; the second customer service system may be, but is not limited to, an open system built by the mini-program developer. The relationship between the first customer service system and the second customer service system may be understood as the first customer service system opening its service capabilities to the mini-program developer through APIs.

[0095] Optionally, in this embodiment, the type of interactive information can be used, but is not limited to, to distinguish whether the interactive information requires a human response. For example, if the interactive information does not require a more intelligent response processing method but can be automatically responded to by a computer, the interactive information is returned to the first customer service system for generalized automatic response processing. Conversely, if the interactive information cannot be automatically responded to by a computer and requires a more intelligent response processing method, the second customer service system, which has a higher level of professionalism and stronger personalized conversation capabilities, performs highly intelligent response processing.

[0096] Optionally, in this embodiment, the diversion of target interaction information through the second customer service system can be understood, but is not limited to, as the second customer service system being a customer service system built specifically for the target service, which can achieve a greater degree of fit with the target service and can expand more personalized response services; and then, when the target interaction information corresponding to the target service is obtained, the target interaction information is sent to the second customer service system for more efficient diversion processing.

[0097] Optionally, in this embodiment, the first customer service system's diversion processing of target interaction information can be understood as, but is not limited to, a generalized diversion processing method. Although the generalized diversion processing method is more efficient, it usually cannot meet the service needs of highly personalized users. Therefore, when it is obtained that the target interaction information belongs to the second type of interaction information, it is determined that the target interaction information does not require highly personalized service needs for the time being, and the target interaction information is returned to the first customer service system for processing to ensure diversion efficiency.

[0098] It should be noted that by utilizing the method of pushing interactive messages sent by users to customer service from the first customer service system to the second customer service system instead of processing them, the closed management of the first customer service system is broken. Furthermore, when the interactive message belongs to the first type of interactive information, the second customer service system is used to distribute the interactive message, thereby broadening the distribution scenarios of interactive messages. Similarly, when the interactive message belongs to the second type of interactive message, the interactive message is returned to the first customer service system, and then distributed by the first customer service system, thus retaining the distribution function of the original customer service system (the first customer service system) and achieving efficient utilization of existing information distribution methods.

[0099] It should be noted that by utilizing the method of pushing interactive messages sent by users to customer service from the first customer service system to the second customer service system instead of processing them, the closed management of the first customer service system is broken. Furthermore, when the interactive message belongs to the first type of interactive information, the second customer service system is used to distribute the interactive message, thereby broadening the distribution scenarios of interactive messages. Similarly, when the interactive message belongs to the second type of interactive message, the interactive message is returned to the first customer service system, and then distributed by the first customer service system, thus retaining the distribution function of the original customer service system (the first customer service system) and achieving efficient utilization of existing information distribution methods.

[0100] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0101] The embodiments provided in this application obtain target interactive information pushed by a first customer service system associated with a target service platform, wherein the target interactive information is interactive information received on the target service platform; when the target interactive information belongs to the first type of interactive information, the target interactive information is processed by a second customer service system, wherein the second customer service system is different from the first customer service system; when the target interactive information belongs to the second type of interactive information, the target interactive information is returned to the first customer service system so that the first customer service system can process the target interactive information, thereby achieving the purpose of flexibly using multiple information diversion methods, and thus realizing the technical effect of improving the flexibility of information diversion.

[0102] As an alternative solution, such as Figure 8 As shown, the first shunt unit 704 includes:

[0103] The first acquisition module 802 is used to acquire information identification data of the target interaction information, wherein the information identification data is the identification data of the target interaction information on the target service platform;

[0104] The first sending module 804 is used to forward the target interaction information and information identification data to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information.

[0105] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0106] As an optional solution, the device includes: a second acquisition module, used to acquire original identification data carried in the target interaction information before acquiring the information identification data of the target interaction information, wherein the original identification data is the identification data associated with the target interaction information on the target service platform;

[0107] The first acquisition module includes: an acquisition submodule, used to acquire information identification data corresponding to the original identification data.

[0108] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0109] As an optional solution, the original identification data includes at least one of the following: identity identification data and service identification data, wherein the identity identification data is the account identification data of the target user account that initiates the target interaction information on the target service platform, and the service identification data is the identification data of the target service provided by the target service platform to the target user account in the target interaction information.

[0110] When the original identification data includes identity identification data, the information identification data includes identity-related data, where the identity-related data is the account attribute data of the target user account;

[0111] When the original identification data includes service identification data, the information identification data includes service association data, where the service association data is the service attribute data of the target service.

[0112] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0113] As an optional solution, the device includes: a second sending module, used to send the original identification data to a target database associated with the second customer service system before obtaining the information identification data corresponding to the original identification data, wherein the data stored in the target database is a plurality of second identification data stored according to the index relationship between the first identification data and the first identification data includes the original identification data, and the second identification data includes the information identification data;

[0114] The acquisition submodule includes: an acquisition subunit, used to acquire information identification data that is indexed in the target database according to the original identification data and has an index relationship with the original identification data.

[0115] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0116] As an optional solution, a determination module is used to determine the first customer service account from multiple customer service accounts associated with the second customer service system based on the information identification data before forwarding the target interaction information and information identification data to the first customer service account associated with the second customer service system, so that the first customer service account processes the target interaction information. The matching degree between the first customer service account and the information identification data reaches a target threshold.

[0117] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0118] As an optional solution, the device includes: a first determining unit, configured to determine a second customer service account from multiple customer service accounts associated with the second customer service system before returning the target interaction information to the first customer service system;

[0119] The second diversion unit 706 includes: a first return module, used to return the target interaction information and the account identifier of the second customer service account to the first customer service system, so that the first customer service system can call the third customer service account corresponding to the account identifier of the second customer service account to process the target interaction information.

[0120] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0121] As an optional solution, the device includes: a second determining unit, used to determine the system identifier of the first customer service system based on the target interaction information before returning the target interaction information to the first customer service system;

[0122] The second diversion unit 706 includes: a second return module, used to return the target interaction information and system identifier to the target customer service system, so that the target customer service system can call the first customer service system corresponding to the system identifier to process the target interaction information.

[0123] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0124] As an optional solution, it includes:

[0125] The second acquisition unit is used to acquire target key information from the target interaction information after acquiring the target interaction information pushed by the first customer service system associated with the target service platform.

[0126] The third determining unit is used to determine whether the target interactive information belongs to the first interactive information type or the second interactive information type after obtaining the target interactive information pushed by the first customer service system associated with the target service platform, provided that the target key information is in the key information list.

[0127] For specific implementation examples, please refer to the examples shown in the above information diversion method; these examples will not be repeated here.

[0128] According to another aspect of the embodiments of this application, an electronic device for implementing the above-described information diversion method is also provided, such as... Figure 9 As shown, the electronic device includes a memory 902 and a processor 904. The memory 902 stores a computer program, and the processor 904 is configured to execute the steps of any of the above method embodiments through the computer program.

[0129] Optionally, in this embodiment, the aforementioned electronic device may be located in at least one of a plurality of network devices in a computer network.

[0130] Optionally, in this embodiment, the processor can be configured to perform the following steps via a computer program:

[0131] S1, obtain the target interaction information pushed by the first customer service system associated with the target service platform, wherein the target interaction information is the interaction information received on the target service platform;

[0132] S2, when the target interactive information belongs to the first type of interactive information, the target interactive information is diverted through the second customer service system, wherein the second customer service system is different from the first customer service system;

[0133] S3, if the target interaction information belongs to the second type of interaction information, the target interaction information is returned to the first customer service system so that the first customer service system can process the target interaction information accordingly.

[0134] Alternatively, as those skilled in the art will understand, Figure 9 The structure shown is for illustrative purposes only. Electronic devices can also be smartphones (such as Android phones, iOS phones, etc.), tablets, PDAs, mobile internet devices (MIDs), PADs, and other terminal devices. Figure 9 This does not limit the structure of the aforementioned electronic devices. For example, the electronic device may also include components that are more... Figure 9 The more or fewer components shown (such as network interfaces, etc.), or having the same Figure 9 The different configurations shown.

[0135] The memory 902 can be used to store software programs and modules, such as the program instructions / modules corresponding to the information splitting method and apparatus in this embodiment. The processor 904 executes various functional applications and data processing by running the software programs and modules stored in the memory 902, thereby realizing the aforementioned information splitting method. The memory 902 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 902 may further include memory remotely located relative to the processor 904, and these remote memories can be connected to the terminal 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. Specifically, the memory 902 may be used, but is not limited to, to store target interaction information, a first interaction information type, and a second interaction information type. As an example, such as... Figure 9 As shown, the memory 902 may include, but is not limited to, the first acquisition unit 702, the first distribution unit 704, and the second distribution unit 706 in the information distribution device. Furthermore, it may include, but is not limited to, other module units in the information distribution device, which will not be elaborated upon in this example.

[0136] Optionally, the transmission device 906 described above is used to receive or send data via a network. Specific examples of the network described above may include wired networks and wireless networks. In one example, the transmission device 906 includes a Network Interface Controller (NIC), which can be connected to other network devices and routers via a network cable to communicate with the Internet or a local area network. In another example, the transmission device 906 is a Radio Frequency (RF) module, used for wireless communication with the Internet.

[0137] In addition, the aforementioned electronic device also includes: a display 908 for displaying the target interactive information, the first interactive information type, and the second interactive information type, etc.; and a connection bus 910 for connecting the various module components in the aforementioned electronic device.

[0138] In other embodiments, the aforementioned terminal device or server can be a node in a distributed system, wherein the distributed system can be a blockchain system, which is a distributed system formed by connecting multiple nodes through network communication. The nodes can form a peer-to-peer (P2P) network, and any form of computing device, such as a server, terminal, or other electronic device, can become a node in the blockchain system by joining this peer-to-peer network.

[0139] According to one aspect of this application, a computer program product is provided, comprising a computer program / instructions containing program code for performing the methods shown in the flowchart. In such embodiments, the computer program can be downloaded and installed from a network via a communication component, and / or installed from a removable medium. When the computer program is executed by a central processing unit, it performs various functions provided in embodiments of this application.

[0140] The sequence numbers of the embodiments in this application are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0141] It should be noted that the computer system of the electronic device is merely an example and should not impose any limitations on the functionality and scope of use of the embodiments of this application.

[0142] A computer system includes a Central Processing Unit (CPU), which performs various appropriate actions and processes based on programs stored in Read-Only Memory (ROM) or loaded from RAM. ROM also stores various programs and data required for system operation. The CPU, ROM, and RAM are interconnected via a bus. Input / output interfaces (I / O interfaces) are also connected to the bus.

[0143] The following components are connected to the input / output interface: input sections including keyboards, mice, etc.; output sections including cathode ray tubes (CRTs), liquid crystal displays (LCDs), and speakers; storage sections including hard drives; and communication sections including network interface cards such as LAN cards and modems. The communication section performs communication processing via a network such as the Internet. Drives are also connected to the input / output interface as needed. Removable media, such as disks, optical discs, magneto-optical discs, semiconductor memories, etc., are installed on the drive as needed so that computer programs read from them can be installed into the storage section as required.

[0144] Specifically, according to embodiments of this application, the processes described in the various method flowcharts can be implemented as computer software programs. For example, embodiments of this application include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via a communication component, and / or installed from a removable medium. When the computer program is executed by a central processing unit, it performs various functions defined in the system of this application.

[0145] According to one aspect of this application, a computer-readable storage medium is provided, wherein a processor of a computer device reads computer instructions from the computer-readable storage medium, and executes the computer instructions to cause the computer device to perform the methods provided in the various alternative implementations described above.

[0146] Optionally, in this embodiment, the computer-readable storage medium described above may be configured to store a computer program for performing the following steps:

[0147] S1, obtain the target interaction information pushed by the first customer service system associated with the target service platform, wherein the target interaction information is the interaction information received on the target service platform;

[0148] S2, when the target interactive information belongs to the first type of interactive information, the target interactive information is diverted through the second customer service system, wherein the second customer service system is different from the first customer service system;

[0149] S3, if the target interaction information belongs to the second type of interaction information, the target interaction information is returned to the first customer service system so that the first customer service system can process the target interaction information accordingly.

[0150] Optionally, in this embodiment, those skilled in the art will understand that all or part of the steps in the various methods of the above embodiments can be implemented by a program instructing the hardware related to the terminal device. The program can be stored in a computer-readable storage medium, which may include: flash drive, read-only memory (ROM), random access memory (RAM), disk or optical disk, etc.

[0151] The sequence numbers of the embodiments in this application are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0152] If the integrated units in the above embodiments are implemented as software functional units and sold or used as independent products, they can be stored in the aforementioned computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause one or more computer devices (which may be personal computers, servers, or network devices, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application.

[0153] In the above embodiments of this application, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions of other embodiments.

[0154] In the several embodiments provided in this application, it should be understood that the disclosed client can be implemented in other ways. The device embodiments described above are merely illustrative; for example, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces, indirect coupling or communication connection between units or modules, and may be electrical or other forms.

[0155] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0156] Furthermore, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit. The integrated unit can be implemented in hardware or as a software functional unit.

[0157] The above description is only a preferred embodiment of this application. It should be noted that for those skilled in the art, several improvements and modifications can be made without departing from the principle of this application, and these improvements and modifications should also be considered within the scope of protection of this application.

Claims

1. An information diversion method, characterized in that, include: Obtain target interaction information pushed by the first customer service system built into the target service platform, wherein the target interaction information is the interaction information received on the target service platform, and the first customer service system is the official customer service workbench built by the target service platform; When the target interactive information belongs to the first interactive information type, the target interactive information is diverted through an open second customer service system. The second customer service system is different from the first customer service system. The second customer service system is an open system built by the mini program developer. The first customer service system opens its service capabilities to the second customer service system in the form of API. Before the target interactive information is diverted and processed through the open second customer service system, the method further includes: guiding the developer to configure a page source parameter when configuring a customer service button on the page of the mini program. The page source parameter is custom content defined by the developer. When the user clicks the customer service button to launch a session, the mini program pushes the launch event and the page source parameter together to the second customer service system. The second customer service system then pushes the launch event and the page source parameter together to the developer's server through the API. After the target interactive information is processed by the open second customer service system, the method further includes: the second customer service system adds a list of customer service accounts bound to the developer in the mini program and pushes it to the developer through the API; after internal splitting, the developer forwards the user session and the assigned customer service as a group of information to the second customer service system; the second customer service system pushes the user session to the access list of the assigned customer service according to the information received. If the target interaction information belongs to the second type of interaction information, the target interaction information is returned to the first customer service system so that the first customer service system can perform diversion processing on the target interaction information.

2. The method according to claim 1, characterized in that, The process of routing the target interactive information through the second customer service system includes: Obtain information identification data of the target interaction information, wherein the information identification data is the identification data of the target interaction information on the target service platform; The target interaction information and the information identification data are forwarded to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information.

3. The method according to claim 2, characterized in that, Before obtaining the information identification data of the target interaction information, the method includes: obtaining the original identification data carried in the target interaction information, wherein the original identification data is the identification data associated with the target interaction information on the target service platform; The step of obtaining the information identification data of the target interaction information includes: obtaining the information identification data corresponding to the original identification data.

4. The method according to claim 3, characterized in that, The original identification data includes at least one of the following: identity identification data and service identification data, wherein the identity identification data is the account identification data of the target user account that initiated the target interaction information on the target service platform, and the service identification data is the identification data of the target service requested by the target interaction information from the target service platform for the target user account; When the original identification data includes the identity identification data, the information identification data includes identity association data, wherein the identity association data is the account attribute data of the target user account; When the original identification data includes the service identification data, the information identification data includes service association data, wherein the service association data is the service attribute data of the target service.

5. The method according to claim 3, characterized in that, Before obtaining the information identification data corresponding to the original identification data, the method includes: sending the original identification data to a target database associated with the second customer service system, wherein the data stored in the target database are multiple second identification data stored according to the index relationship between them and the first identification data, the first identification data includes the original identification data, and the second identification data includes the information identification data; The step of obtaining the information identification data corresponding to the original identification data includes: obtaining the information identification data that is indexed in the target database according to the original identification data and has the index relationship with the original identification data.

6. The method according to claim 2, characterized in that, Before forwarding the target interaction information and the information identification data to the first customer service account associated with the second customer service system, so that the first customer service account can process the target interaction information, the process includes: The first customer service account is determined from multiple customer service accounts associated with the second customer service system based on the information identification data, wherein the matching degree between the first customer service account and the information identification data reaches a target threshold.

7. The method according to claim 1, characterized in that, Before returning the target interaction information to the first customer service system, the process includes: determining a second customer service account from among multiple customer service accounts associated with the second customer service system; Returning the target interaction information to the first customer service system includes: returning the target interaction information and the account identifier of the second customer service account to the first customer service system, so that the first customer service system can call the third customer service account corresponding to the account identifier of the second customer service account to process the target interaction information.

8. The method according to claim 1 or 7, characterized in that, Before returning the target interaction information to the first customer service system, the procedure includes: determining the system identifier of the first customer service system based on the target interaction information; Returning the target interaction information to the first customer service system includes: returning the target interaction information and the system identifier to the target customer service system, so that the target customer service system can call the first customer service system corresponding to the system identifier to process the target interaction information.

9. The method according to any one of claims 1 to 7, characterized in that, After obtaining the target interaction information pushed by the first customer service system associated with the target service platform, the process includes: Obtain key target information from the target interaction information; If the target key information is located in the key information list, the target interactive information is determined to belong to either the first interactive information type or the second interactive information type.

10. An information diversion device, characterized in that, include: The first acquisition unit is used to acquire target interactive information pushed by the first customer service system built into the target service platform, wherein the target interactive information is interactive information received on the target service platform, and the first customer service system is the official customer service workbench built by the target service platform. The first diversion unit is used to divert the target interactive information through an open second customer service system when the target interactive information belongs to the first interactive information type. The second customer service system is different from the first customer service system. The second customer service system is an open system built by the mini program developer. The first customer service system opens its service capabilities to the second customer service system in the form of API. The second diversion unit is used to return the target interaction information to the first customer service system when the target interaction information belongs to the second interaction information type, so that the first customer service system can perform diversion processing on the target interaction information. The device is further configured to, before the target interactive information is diverted through the open second customer service system, guide the developer to configure a page source parameter when configuring a customer service button on the page of the mini-program. The page source parameter is custom content defined by the developer. When a user clicks the customer service button to launch a session, the mini-program pushes the launch event and the page source parameter together to the second customer service system. The second customer service system then pushes the launch event and the page source parameter together to the developer's server through the API. The device is further configured to, after the target interactive information is processed by the open second customer service system, add a list of customer service accounts bound to the mini-program by the developer to the second customer service system via the API, and after internal splitting, forward the user session and the assigned customer service as a group of information to the second customer service system. The second customer service system then pushes the user session to the access list of the assigned customer service based on the information received.

11. A computer-readable storage medium, characterized in that, The computer-readable storage medium includes a stored program, wherein the program, when executed, performs the method according to any one of claims 1 to 9.

12. A computer program product comprising a computer program / instructions, characterized in that, When the computer program / instructions are executed by the processor, they implement the steps of the method described in any one of claims 1 to 9.

13. An electronic device comprising a memory and a processor, characterized in that, The memory stores a computer program, and the processor is configured to execute the method described in any one of claims 1 to 9 through the computer program.

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