Information interaction method and apparatus, device, storage medium, and program product

Abstract

The present application provides an information interaction method and apparatus, an electronic device, a storage medium, and a program product. The method comprises: when determining that target demand information of a current user matches a second customer service system, a first customer service system sending the target demand information to the second customer service system, so that the second customer service system allocates a second agent to the current user; and then acquiring reply information corresponding to the target demand information and sent by the second customer service system, and feeding back the reply information to the current user. In this way, a user completes cross-system customer service consultation in the first customer service system, thereby improving the efficiency of the cross-system customer service consultation of the user.

Description

Information interaction method, device, equipment, storage medium and program product

[0001] This application claims priority to the Chinese invention patent application entitled “Information interaction method, device, equipment, storage medium and program product” filed on October 30, 2023, with application number 2023114249644, the entire contents of which are incorporated by reference into this application. Technical Field

[0002] The present application relates to the field of interactive technology, and in particular to an information interaction method, apparatus, device, storage medium, and program product. Background Art

[0003] Currently, the cross-system customer service consultation process is cumbersome and often requires users to log in to multiple customer service systems continuously. This is not only inefficient, but also seriously affects the user experience when conducting customer service consultations.

[0004] Summary of the Invention

[0005] A first aspect of the present application provides an information interaction method, which is applied to a first customer service system. The method includes: in response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user; obtaining reply information corresponding to the target demand information sent by the second customer service system, and feeding back the reply information to the current user.

[0006] Based on the same inventive concept, the second aspect of this application provides another information interaction method, which is applied to a second customer service system, and includes: obtaining target demand information sent by the first customer service system; the target demand information is the demand information proposed by the current user in the first customer service system and matches the second customer service system; matching a second seat for the current user; sending reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0007] Based on the same inventive concept, the third aspect of this application provides an information interaction device, which is applied to a first customer service system, and the device includes: a first sending module, in response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user; a first acquisition module, acquiring reply information corresponding to the target demand information sent by the second customer service system, and feeding back the reply information to the current user.

[0008] Based on the same inventive concept, the fourth aspect of this application provides another information interaction device, which is applied to a second customer service system, and the device includes: a second acquisition module, which acquires target demand information sent by the first customer service system; the target demand information is the demand information proposed by the current user in the first customer service system and matched with the second customer service system; a second matching module, which matches the second seat for the current user; a second sending module, which sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0009] Based on the same inventive concept, the fifth aspect of this application also provides an electronic device, including a memory, a processor, and a computer program stored on the memory and executable by the processor. When the processor executes the program, it implements the information interaction method described in the first or second aspect above.

[0010] Based on the same inventive concept, the sixth aspect of this application also provides a non-transitory computer-readable storage medium, which stores computer instructions, and the computer instructions are used to enable a computer to execute the information interaction method described in the first or second aspect above.

[0011] Based on the same inventive concept, the seventh aspect of the present application also provides a computer program product, including computer program instructions. When the computer program instructions are run on a computer, the computer executes the information interaction method described in the first or second aspect above. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] In order to more clearly illustrate the technical solutions in this application or related technologies, the following briefly introduces the drawings required for use in the embodiments or related technical descriptions. Obviously, the drawings described below are merely embodiments of this application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0013] FIG1 is a schematic diagram of an application scenario of an embodiment of the present application;

[0014] FIG2 is a flow chart of an information interaction method according to an embodiment of the present application;

[0015] FIG3 is a schematic diagram of an effect of feeding back reply information to a user according to an embodiment of the present application;

[0016] FIG4 is a schematic diagram of another embodiment of the present application showing feedback of reply information to a user;

[0017] FIG5 is a flow chart of another information interaction method according to an embodiment of the present application;

[0018] FIG6 is a flow chart of another information interaction method according to an embodiment of the present application;

[0019] FIG7 is a schematic structural diagram of an information interaction device according to an embodiment of the present application;

[0020] FIG8 is a schematic structural diagram of another information interaction device according to an embodiment of the present application;

[0021] FIG9 is a schematic structural diagram of a specific electronic device according to an embodiment of the present application. DETAILED DESCRIPTION

[0022] In order to make the purpose, technical solutions and advantages of this specification more clear, this specification is further described in detail below in combination with specific embodiments and with reference to the accompanying drawings.

[0023] It is understandable that before using the technical solutions disclosed in the embodiments of this application, the categories, scope of use, usage scenarios, etc. of the personal information involved in this application should be informed to the user and the user's authorization should be obtained in an appropriate manner in accordance with relevant laws and regulations.

[0024] It is understandable that the data involved in this technical solution (including but not limited to the data itself, the acquisition or use of the data) must comply with the requirements of relevant laws, regulations and relevant provisions.

[0025] In order to make the purpose, technical solutions and advantages of this specification more clear, this specification is further described in detail below in combination with specific embodiments and with reference to the accompanying drawings.

[0026] It should be noted that, unless otherwise defined, the technical terms or scientific terms used in the embodiments of the present application should have the usual meaning understood by people with ordinary skills in the field to which this application belongs. The "first", "second" and similar words used in the embodiments of the present application do not indicate any order, quantity or importance, but are only used to distinguish different components. "Include" or "comprise" and similar words mean that the elements, objects or method steps appearing before the word include the elements, objects or method steps listed after the word and their equivalents, without excluding other elements, objects or method steps. "Connect" or "connected" and similar words are not limited to physical or mechanical connections, but can include electrical connections, whether direct or indirect. "Up", "down", "left", "right" and the like are only used to indicate relative positional relationships. When the absolute position of the described object changes, the relative positional relationship may also change accordingly. In addition, in the description of the embodiments of the present application, unless otherwise specified, the term "multiple" refers to two or more. The term "and / or" describes a relationship between associated objects, indicating that three possible relationships exist. For example, A and / or B can represent: A exists alone, A and B exist simultaneously, or B exists alone. The character " / " generally indicates that the associated objects are in an "or" relationship.

[0027] It is understandable that before using the technical solutions of each embodiment of this application, the type, scope of use, usage scenarios, etc. of the personal information involved will be informed to the user in an appropriate manner, and the user's authorization will be obtained.

[0028] For example, in response to receiving a user's active request, a prompt message is sent to the user to clearly inform the user that the operation requested will require the acquisition and use of the user's personal information. Thus, the user can independently choose whether to provide personal information to the electronic device, application, server, storage medium, or other software or hardware that performs the operation of the technical solution of this application based on the prompt message.

[0029] As an optional but non-limiting implementation, in response to a user's active request, the prompt information may be sent to the user in the form of a pop-up window, in which the prompt information may be presented in text form. Furthermore, the pop-up window may also contain a selection control for the user to select "agree" or "disagree" to provide personal information to the electronic device.

[0030] It is understandable that the above notification and user authorization process are merely illustrative and do not constitute a limitation on the implementation of this application. Other methods that comply with relevant laws and regulations may also be applied to the implementation of this application.

[0031] As described in the background technology section, with the development of various Internet platforms, users sometimes ask questions that cross multiple businesses when consulting customer service, which requires users to conduct cross-system customer service consultations. However, in the current related technologies, the process of users' cross-system customer service consultations is cumbersome. For example, a user initially consults about issues related to customer service system A in customer service system A, but after a period of time, a certain issue he consults belongs to customer service system B. At this time, the related technology generally sends a link to customer service system B to the user through customer service system A, and then the user jumps to customer service system B through the link and re-initiates the customer service process in customer service system B. That is, the user needs to re-describe the problem encountered, and the agent of customer service system B also needs to re-confirm with the user. The efficiency of communication and problem solving is low, and the overall user experience is poor.

[0032] In order to solve the above technical problems, the present application provides an information interaction method. When the first customer service system determines that the target demand information of the current user matches the second customer service system, the target demand information is sent to the second customer service system so that the second customer service system matches the second seat for the current user. Then, the reply information corresponding to the target demand information sent by the second customer service system is obtained, and the reply information is fed back to the current user. In this way, the user completes cross-system customer service consultation in the first customer service system. As a result, the efficiency of the user's cross-system customer service consultation is improved, and the user's experience of cross-system customer service consultation is improved.

[0033] After introducing the basic principles of the present application, various non-limiting implementation methods of the present application are described in detail below.

[0034] In some specific application scenarios, the information interaction method of the present application can be applied to various customer service consulting platforms or systems. For example, the customer service consulting system can be a customer service system of a running program (APP). As an example, the application scenario includes at least one server and at least one terminal. The server and the terminal can communicate through a network to achieve data transmission. Among them, the network can be a wired network or a wireless network, which is not specifically limited in this application.

[0035] The server can be a server that provides various services. Specifically, the server can be used to provide background services for applications running on the terminal. Optionally, in some implementations, the information interaction method provided in the embodiment of the present application can be executed by a server or a terminal. The server can be hardware or software. When the server is hardware, it can be implemented as a distributed server cluster consisting of multiple servers, or it can be implemented as a single server. When the server is software, it can be implemented as multiple software or software modules (for example, software or software modules for providing distributed services), or it can be implemented as a single software or software module. The embodiment of the present application does not specifically limit this.

[0036] The purpose of this application is to propose an information interaction method, device, electronic device, storage medium and program product to improve the efficiency of user cross-system customer service consultation. From the above, it can be seen that the information interaction method, device, electronic device and program product provided by this application, when it is determined that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches the second seat for the current user. Then, the reply information corresponding to the target demand information sent by the second customer service system is obtained, and the reply information is fed back to the current user. In this way, the user completes the cross-system customer service consultation in the first customer service system. As a result, the efficiency of the user's cross-system customer service consultation is improved.

[0037] With reference to Figure 1, it is a schematic diagram of an application scenario of the information interaction method provided by the exemplary embodiment of the present application. The application scenario includes a terminal device 101, a server 102, and a data storage system 103. Among them, the terminal device 101, the server 102 and the data storage system 103 can be connected through a wired or wireless communication network. The terminal device 101 includes but is not limited to a desktop computer, a mobile phone, a mobile computer, a tablet computer, a media player, a smart wearable device, a personal digital assistant (PDA) or other electronic devices capable of realizing the above functions. The server 102 and the data storage system 103 can both be independent physical servers, or a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms.

[0038] The server 102 is used to provide information interaction services to the user of the terminal device 101. The terminal device 101 is installed with a client that communicates with the server 102, and the user can obtain data through the client. During the information interaction process, in response to determining that the target demand information of the current user matches the second customer service system, the server 102 sends the target demand information to the second customer service system so that the second customer service system matches the second seat for the current user. The reply information corresponding to the target demand information sent by the second customer service system is then obtained and the reply information is fed back to the current user. Optionally, the customer service consultation process can also be completed by the client, which is not limited to this.

[0039] Various data related to information interaction services are stored in the data storage system 103. Both the terminal device 101 and the server 102 can randomly retrieve various data from the data storage system 103.

[0040] The following describes the information interaction method according to the exemplary embodiment of the present application in conjunction with the application scenario of Figure 1. It should be noted that the above application scenario is only shown to facilitate understanding of the spirit and principles of the present application, and the embodiments of the present application are not limited in this respect. On the contrary, the embodiments of the present application can be applied to any applicable scenario.

[0041] Referring to FIG2 , an embodiment of the present application provides an information interaction method, which is applied in a first customer service system. The method includes the following steps:

[0042] S101 : In response to determining that target demand information of the current user matches a second customer service system, sending the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user.

[0043] During specific implementation, when it is determined that the target demand information of the current user matches the second customer service system, at this time, since the target demand information consulted by the user does not fall within the answer scope of the first customer service system, the first agent cannot directly answer. Moreover, the target demand information matches the second customer service system, that is, the second customer service system is required to complete the answer. In order to prevent the user from jumping to the second customer service system, the first customer service system can send the target demand information to the second customer service system at this time. The second customer service system then matches the current user with a second agent, and then the second agent replies with the answer information corresponding to the target demand information. Optionally, the user's target demand information can be a question information issued by the user, or an instruction information issued by the user, or other demand information, which is not limited to this.

[0044] In some embodiments, after a user logs into the first customer service system, they can conduct conversations, inquiries, and input demand information within the first customer service system. The first customer service system can match the user with a first agent after receiving the user's demand information, or it can preemptively determine whether the target demand information entered by the user matches that of the second customer service system. If so, the target demand information is sent to the second customer service system.

[0045] In some embodiments, after the current user logs in to the first customer service system, the first agent can be directly matched for the current user. Optionally, the matching can be performed randomly, or an accurate match can be performed based on the relevant information of the current user, and there is no limitation on this. After matching the first agent for the current user, the current user can consult on issues by communicating with the first agent. The first customer service system is the customer service system logged in by the current user. Optionally, the first customer service system can be any customer service system in the relevant technology. The first agent is an agent in the first customer service system, and the first agent is mainly used to provide users with consultation on issues related to the first customer service system. Optionally, the first agent can be a manual agent or an AI agent, and there is no limitation on this.

[0046] In some embodiments, to accurately determine whether the current user's target requirement information matches the second customer service system, the first agent's operation instruction can be used to determine whether the current user's target requirement information matches the second customer service system. If so, the first agent sends a confirmation instruction to the first customer service system.

[0047] In some embodiments, the first customer service system may determine whether the current user's target demand information matches that of the second customer service system through methods such as semantic recognition or keyword matching. If so, the first customer service system directly transmits the target demand information to the second customer service system. Optionally, the first customer service system may determine whether the current user's target demand information matches that of the second customer service system before or after matching the current user with the first agent, without limitation.

[0048] In order to accurately send the target demand information to the second customer service system, in some embodiments, sending the target demand information to the second customer service system specifically includes:

[0049] The target demand information is sent to the first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

[0050] During specific implementation, a message queue between the first customer service system and the second customer service system can be established. For the sake of distinction, the queue that sends messages to the second customer service system can be called the first message queue. After the first customer service system sends the target demand information to the first message queue, the second customer service system can obtain the target demand information by subscribing to the first message queue, so that the second customer service can obtain the target demand information from the second customer service system. Optionally, in some embodiments, message transmission between the first customer service system and the second customer service system can be established by other means, which are not limited to this. For example, a first cross-system agent can be set in the first customer service system, and a second cross-system agent can be set in the second customer service system. Then, message transmission between the two customer service systems is carried out through the first cross-system agent and the second cross-system agent.

[0051] In some embodiments, when the first customer service system sends the target demand information to the first message queue, it may also send an identification identifier corresponding to the current user along with the target demand information to the first message queue. When the first message queue includes multiple demand information, the second customer service system can accurately obtain the demand information corresponding to each consulting user through the identification identifier.

[0052] In some embodiments, the target demand information may include the demand proposed by the current user and the identification identifier corresponding to the current user.

[0053] S102: Acquire reply information corresponding to the target demand information sent by the second customer service system, and feed back the reply information to the current user.

[0054] In a specific implementation, after the first customer service system sends the target demand information to the second customer service system, the first customer service system can further wait to receive a reply corresponding to the target demand information sent by the second customer service system. The first customer service system then feeds this reply information back to the current user, allowing the user to receive replies from both the first and second agents in the first customer service system simultaneously, avoiding the complex operation of logging into the second customer service system again.

[0055] In order to accurately obtain the reply information sent by the second customer service system, in some embodiments, obtaining the reply information corresponding to the target demand information sent by the second customer service system specifically includes: subscribing to a second message queue and obtaining the reply information from the second message queue. The reply information is sent by the second customer service system to the second message queue.

[0056] In a specific implementation, for ease of distinction, the queue that sends messages to the first customer service system can be referred to as the second message queue. After the second customer service system sends a reply message to the second message queue, the first customer service system can subscribe to the second message queue to obtain the reply message from the second message queue. Optionally, the reply message can include the answer to the target requirement information and an identification corresponding to the current user, so that the first customer service system can accurately find the reply message corresponding to the current user in the second message list.

[0057] In some embodiments, the second customer service system sends the reply information to the second message queue and also sends the identification identifier corresponding to the current user to the second message queue.

[0058] In some embodiments, feeding the reply information back to the current user specifically includes: sending the reply information to the current user using the first agent's ID within the chat window between the current user and the first agent. The first agent is the agent matched to the current user by the first customer service system. Alternatively, sending the reply information to the current user using the ID of a third agent within the chat window between the current user and the first agent. The third agent is a virtual agent corresponding to the second agent.

[0059] In specific implementations, in order to further enhance the user experience, when feeding back the reply information to the current user, the reply information can be sent to the current user using the first agent's ID within the chat window between the current user and the first agent. This way, from the current user's perspective, there is no difference between the reply information obtained from the second customer service system and the reply from the first agent of the first customer service system. Referring to Figure 3, for user A, after asking two questions, the agent ID that answered was customer service X (first agent). In this way, cross-system customer service consultation is achieved without any user awareness.

[0060] In some embodiments, when the response information is fed back to the current user, the response information can also be sent to the current user within the chat window between the current user and the first agent using the ID of a third agent. This third agent is a virtual agent corresponding to the second agent. This reminds the user that the target demand information currently being asked is being answered by agents from different systems. Referring to Figure 4 , user A asks two questions, and the agent IDs answering the questions are Customer Service X and Customer Service Y, respectively. This ID allows the user to distinguish between the two agents who responded. In some embodiments, the agent IDs can also reflect the names of the different customer service systems. For example, Customer Service X for the first customer service system and Customer Service Y for the second customer service system. Optionally, the third virtual agent can be a virtual agent specifically assigned to the current user and corresponding to the second agent, or it can be a pre-set target virtual agent. When questions related to the second customer service system are asked of either user, the target virtual agent's ID can be used to answer the question.

[0061] In some embodiments, a target virtual agent may be set in the first customer service system, and the target virtual agent is used to reply to all reply information obtained from the second customer service system.

[0062] In some embodiments, after feeding back the reply information to the current user, the method further includes: stopping the first agent's consulting service for the current user. During the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user.

[0063] In specific implementations, after the response information is fed back to the current user, the user's consultation questions can be answered by the second agent of the second customer service system. To conserve resources, the first agent's consulting services for the current user can be directly stopped, that is, the first agent can be directly offline, so that the first agent can be matched with other consulting users. Optionally, while the second agent continues to provide consulting services to the current user, if the current user re-submits a request that matches the first customer service system, a new agent can be matched with the current user in the first customer service system. The newly matched agent is used to answer questions related to the first customer service system.

[0064] In some embodiments, after feeding back the reply information to the current user, the method further includes: maintaining the first agent's consulting service for the current user, and determining whether the current user has submitted demand information that matches the first customer service system within a preset time. In response to determining that the current user has not submitted demand information that matches the first customer service system within the preset time, stopping the first agent's consulting service for the current user. In response to determining that the current user has submitted demand information that matches the first customer service system within the preset time, maintaining the first agent's consulting service for the current user. Re-determining whether the current user has submitted demand information that matches the first customer service system within the preset time.

[0065] In specific implementations, consider that when users conduct customer service inquiries, their questions may frequently cross paths between the two customer service systems. In this case, if the first agent is immediately offline after the response information is fed back to the current user, a new agent will need to be frequently matched with the current user. Furthermore, each new agent will need to re-understand the user's specific inquiry situation, significantly impacting the agent's efficiency in answering questions. To avoid this issue, in this embodiment, after the response information is fed back to the current user, the first agent's service to the current user is maintained. It is then determined whether the current user has submitted a request matching the first customer service system within a preset time period. If so, the first agent's service is maintained, and the preset time period is restarted until the current user has not submitted a request matching the first customer service system within the preset time period. This allows the quality and efficiency of customer service inquiries to be further improved by maintaining two agents simultaneously serving the current user for a short period of time. Optionally, the preset time period can be set as needed and is not limited thereto. For example, the preset time period can be set to 5 minutes.

[0066] In some embodiments, in response to determining that the target demand information of the current user matches the second customer service system, the method further includes: sending historical chat records between the current user and the first agent to the second customer service system.

[0067] During specific implementation, in order to help the second agent better understand the current user's demand information, the historical chat records between the current user and the first agent can be sent to the second customer service system. Optionally, the first customer service system can send the historical chat records to the first message queue, and then the second customer service system can obtain the historical chat records by subscribing to the first message queue.

[0068] In some embodiments, after feeding back the reply information to the current user, the method further includes: synchronizing demand information of the current user subsequent to the target demand information to the second customer service system.

[0069] In a specific implementation, to enable real-time communication between the second agent and the current user, the current user's demand information following the target demand information can be synchronized to the second customer service system. After receiving the synchronized demand information from the current user through the second customer service system, the second agent can identify issues related to the second customer service system and respond accordingly.

[0070] In the information interaction method provided by the present application, the first customer service system first matches the first agent for the current user. Then, when it is determined that the target demand information of the current user matches the second customer service system, the target demand information is sent to the second customer service system. In this way, the second customer service system matches the second agent for the current user. The reply information corresponding to the target demand information is replied through the second agent. The reply information corresponding to the target demand information sent by the second customer service system is obtained, and the reply information is fed back to the current user. As a result, the user can complete cross-system customer service consultation in the first customer service system, further improving the efficiency of the user's cross-system customer service consultation.

[0071] Based on the same inventive concept, with reference to FIG5 , this application also provides another information interaction method, which is applied to the second customer service system. The method includes the following steps:

[0072] S201: Acquire target demand information sent by the first customer service system, wherein the target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system.

[0073] In specific implementations, after a user logs in to the first customer service system, the first customer service system matches the user with a first agent. During communication between the user and the first agent, questions may arise regarding the second customer service system, meaning the user has provided target demand information that matches the second customer service system. The first customer service system then sends the target demand information to the second customer service system, which then receives the target demand information sent by the first customer service system.

[0074] In some embodiments, obtaining the target demand information sent by the first customer service system specifically includes: subscribing to a first message queue and obtaining the target demand information from the first message queue; the target demand information is sent by the first customer service system to the first message queue.

[0075] In specific implementation, in order to accurately enable the second customer service system to accurately obtain the target demand information sent by the first customer service system, the first customer service system will send the target demand information to the first message queue. After the second customer service system subscribes to the first message queue, it can obtain the target demand information from the first message queue.

[0076] S202: Match a second agent for the current user.

[0077] In specific implementations, after receiving the target demand information sent by the first customer service system, the second customer service system matches the current user with a second agent. The second agent then responds with a response message corresponding to the target demand information. Optionally, the second agent can be a human agent or an AI agent, without limitation.

[0078] In some embodiments, to better match the current user with a second agent, a virtual user corresponding to the current user can be created in the second customer service system. This virtual user can be used to represent the current user in the second customer service system. Optionally, in some embodiments, a chat window can be established between the virtual user and the second agent in the second customer service system. The virtual user's request information in this chat window can be obtained from the first customer service system. The second agent's response information can be sent to the first customer service system for feedback to the current user.

[0079] S203: Send reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0080] In specific implementations, after the second agent matched to the current user responds with a response corresponding to the target requirement, the second customer service system sends the response to the first customer service system. In this way, the first customer service system feeds the response back to the current user. This allows the current user to obtain the response information related to the second customer service system without logging into the second customer service system, further improving the user's consultation efficiency and experience.

[0081] In some embodiments, sending reply information corresponding to the target demand information to the first customer service system specifically includes: sending the reply information to a second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

[0082] In specific implementation, in order to accurately send the reply information to the first customer service system, the second customer service system sends the reply information to the second message queue. Then the first customer service system can obtain the target demand information by subscribing to the second message queue.

[0083] In some embodiments, after sending a reply message corresponding to the target demand information to the first customer service system, the method further includes: maintaining the second agent's consulting service for the current user, and determining whether the current user has submitted demand information that matches the second customer service system within a preset time. In response to determining that the current user has not submitted demand information that matches the second customer service system within the preset time, stopping the second agent's consulting service for the current user. In response to determining that the current user has submitted demand information that matches the second customer service system within the preset time, maintaining the second agent's consulting service for the current user, and re-determining whether the current user has submitted demand information that matches the second customer service system within the preset time.

[0084] During specific implementation, considering the continuity of user consultation questions, after sending a reply corresponding to the target demand information to the first customer service system, the user may continue to inquire about content related to the second customer service system. Therefore, it is necessary to maintain the second agent's consulting services for the current user. At the same time, considering the second agent's work efficiency, if the current user does not submit demand information that matches the second customer service system within a preset time, the second agent's consulting services for the current user will be terminated. If the current user submits demand information that matches the second customer service system within the preset time, the second agent's consulting services for the current user will continue, and it will be re-determined whether the current user has submitted demand information that matches the second customer service system within the preset time.

[0085] In some embodiments, the second customer service system can directly determine whether the current user has submitted demand information matching the second customer service system within a preset time by whether it has received demand information matching the second customer service system sent by the first customer service system.

[0086] In some embodiments, the first customer service system may also send a stop instruction message to the second customer service system if the current user does not submit a demand information that matches the second customer service system within a preset time. The second customer service system may use the stop instruction message to determine whether the current user has submitted a demand information that matches the second customer service system within the preset time.

[0087] The information interaction method provided in this application obtains target demand information sent by the first customer service system. The target demand information is the demand information proposed by the current user in the first customer service system and matched with the second customer service system. A second agent is matched for the current user, and the reply information corresponding to the target demand information is replied through the second agent. Reply information corresponding to the target demand information is sent to the first customer service system, so that the first customer service system feeds back the reply information to the current user. In this way, the current user can obtain reply information related to the second customer service system without logging into the second customer service system, further improving the user's consultation efficiency and experience.

[0088] In some embodiments, refer to Figure 6, which is a flow chart illustrating an information interaction method according to an embodiment of the present application. In the first customer service system, consulting user 01 first consults with first agent 02. When consulting user 01 submits target demand information related to the second customer service system, the first customer service system sends this target demand information to the second customer service system via the first message queue. The second customer service system matches consulting user 01 with second agent 05 and creates a virtual user 04 corresponding to consulting user 01 in the second customer service system. When second agent 05 provides a response corresponding to the target demand information, the second customer service system sends this response information to the first customer service system via the second message queue, which then feeds this response information back to consulting user 01. Optionally, the first customer service system can feed the response information back to consulting user 01 via a created virtual agent 03. Alternatively, virtual agent 03 can be a pre-created virtual agent or a newly created virtual agent corresponding to the second agent, without limitation. As shown in Figure 6, consulting user 01 simply needs to log in to the first customer service system to receive responses to their inquiries from both the first and second customer service systems. In this way, the efficiency of consultation is further improved, and users do not need to log in back and forth between two customer service systems. As a result, the user experience is further improved.

[0089] It should be noted that the method of the embodiment of the present application can be performed by a single device, such as a computer or server. The method of the embodiment of the present application can also be applied in a distributed scenario and completed by multiple devices working together. In the case of such a distributed scenario, one of the multiple devices may only perform one or more steps of the method of the embodiment of the present application, and the multiple devices will interact with each other to complete the method described.

[0090] It should be noted that the above description is of specific embodiments of the present application. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recited in the claims can be performed in an order different from that described in the above embodiments and still achieve the desired results. In addition, the processes depicted in the accompanying drawings do not necessarily require the specific order shown or the sequential order to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0091] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present application further provides an information interaction device. The device is applied to a first customer service system. Referring to FIG7 , the information interaction device includes: a first sending module 301, which, in response to determining that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user; a first obtaining module 302, which obtains reply information corresponding to the target demand information sent by the second customer service system, and feeds the reply information back to the current user.

[0092] In some embodiments, the first sending module 301 is specifically configured to send the target demand information to a first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

[0093] In some embodiments, the first acquisition module 302 is specifically used to subscribe to a second message queue and obtain the reply information from the second message queue; wherein the reply information is sent to the second message queue by the second customer service system.

[0094] In some embodiments, the first acquisition module 302 is specifically configured to send the reply information to the current user using the ID of the first agent within the chat window between the current user and the first agent; wherein the first agent is the agent matched to the current user by the first customer service system; or, within the chat window between the current user and the first agent, send the reply information to the current user using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent.

[0095] In some embodiments, the device further includes a first stop module for stopping the consulting service provided by the first agent to the current user; wherein, during the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user. In some embodiments, the device further includes a first maintain module for maintaining the consulting service provided by the first agent to the current user, and determining whether the current user has submitted demand information that matches the first customer service system within a preset time; in response to determining that the current user has not submitted demand information that matches the first customer service system within the preset time, stopping the consulting service provided by the first agent to the current user; in response to determining that the current user has submitted demand information that matches the first customer service system within the preset time, maintaining the consulting service provided by the first agent to the current user, and re-determining whether the current user has submitted demand information that matches the first customer service system within the preset time.

[0096] In some embodiments, the device further includes a recording module configured to send historical chat records between the current user and the first agent to the second customer service system.

[0097] In some embodiments, the device further includes a synchronization module for synchronizing demand information of the current user subsequent to the target demand information to the second customer service system.

[0098] The information interaction device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding data query method embodiment, which will not be repeated here.

[0099] Based on the same inventive concept, corresponding to any of the above-mentioned embodiments and methods, the present application also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and runnable on the processor, wherein when the processor executes the program, the information interaction method described in any of the above embodiments is implemented.

[0100] Based on the same inventive concept, corresponding to any of the above-mentioned embodiment methods, the present application also provides another information interaction device. The device is applied to the second customer service system. Referring to Figure 8, the information interaction device includes: a second acquisition module 401, which obtains the target demand information sent by the first customer service system. The target demand information is the demand information proposed by the current user in the first customer service system and matched with the second customer service system. The second matching module 402 matches the second seat for the current user. The second sending module 403 sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

[0101] In some embodiments, the second sending module 403 is specifically configured to send the reply information to a second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

[0102] In some embodiments, the second acquisition module 401 is specifically used to subscribe to the first message queue and obtain the target demand information from the first message queue; wherein the target demand information is sent to the first message queue by the first customer service system.

[0103] In some embodiments, the device also includes a second maintenance module, which is used to maintain the second agent's consulting service to the current user, and determine whether the current user has submitted demand information that matches the second customer service system within a preset time; in response to determining that the current user has not submitted demand information that matches the second customer service system within the preset time, stop the second agent's consulting service to the current user; in response to determining that the current user has submitted demand information that matches the second customer service system within the preset time, maintain the second agent's consulting service to the current user, and re-determine whether the current user has submitted demand information that matches the second customer service system within the preset time.

[0104] The information interaction device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding data query method embodiment, which will not be repeated here.

[0105] Based on the same inventive concept, corresponding to any of the above-described embodiments and methods, the present application further provides an electronic device. The electronic device includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor, when executing the program, implements the information interaction method described in any of the above-described embodiments.

[0106] FIG9 shows a more specific schematic diagram of the hardware structure of an electronic device provided in this embodiment. The device may include: a processor 1010, a memory 1020, an input / output interface 1030, a communication interface 1040, and a bus 1050. The processor 1010, the memory 1020, the input / output interface 1030, and the communication interface 1040 are communicatively connected to each other within the device via the bus 1050.

[0107] The processor 1010 can be implemented using a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of this specification.

[0108] The memory 1020 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage devices, dynamic storage devices, etc. The memory 1020 can store an operating system and other application programs. When the technical solutions provided in the embodiments of this specification are implemented through software or firmware, the relevant program code is stored in the memory 1020 and is called and executed by the processor 1010.

[0109] The input / output interface 1030 is used to connect input / output modules to implement information input and output. The input / output modules can be configured as components within the device (not shown in the figure) or can be externally connected to the device to provide corresponding functions. Input devices may include a keyboard, mouse, touch screen, microphone, various sensors, etc., and output devices may include a display, speaker, vibrator, indicator light, etc.

[0110] The communication interface 1040 is used to connect to a communication module (not shown) to enable communication between the device and other devices. The communication module can communicate via a wired method (such as USB, network cable, etc.) or a wireless method (such as mobile network, WiFi, Bluetooth, etc.).

[0111] The bus 1050 comprises a path for transmitting information between the various components of the device (eg, the processor 1010 , the memory 1020 , the input / output interface 1030 , and the communication interface 1040 ).

[0112] It should be noted that although the above device only shows the processor 1010, the memory 1020, the input / output interface 1030, the communication interface 1040, and the bus 1050, in a specific implementation, the device may also include other components necessary for normal operation. In addition, it will be understood by those skilled in the art that the above device may only include the components necessary to implement the embodiments of this specification, and does not necessarily include all the components shown in the figure.

[0113] The electronic device of the above embodiment is used to implement the corresponding information interaction method in any of the above embodiments, and has the beneficial effects of the corresponding method embodiment, which will not be repeated here.

[0114] Based on the same inventive concept, corresponding to any of the above-mentioned embodiment methods, the present application also provides a non-transitory computer-readable storage medium, wherein the non-transitory computer-readable storage medium stores computer instructions, and the computer instructions are used to enable the computer to execute the information interaction method described in any of the above embodiments.

[0115] The computer-readable media of this embodiment include permanent and non-permanent, removable and non-removable media that can be used to store information by any method or technology. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, read-only compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, tape disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device.

[0116] The computer instructions stored in the storage medium of the above embodiment are used to enable the computer to execute the information interaction method described in any of the above embodiments, and have the beneficial effects of the corresponding method embodiments, which will not be repeated here.

[0117] Based on the same inventive concept, corresponding to any of the above-described embodiments and methods, the present disclosure further provides a computer program product comprising a computer program. In some embodiments, the computer program is executed by one or more processors to cause the processors to perform the information interaction methods described in the above-described embodiments, and has the beneficial effects of the corresponding method embodiments, which are not further described here.

[0118] Those skilled in the art should understand that the discussion of any of the above embodiments is merely illustrative and is not intended to imply that the scope of the present application (including the claims) is limited to these examples. Within the scope of the present application, the technical features in the above embodiments or different embodiments may be combined, the steps may be implemented in any order, and there are many other variations of the different aspects of the embodiments of the present application as described above, which are not provided in detail for the sake of simplicity.

[0119] In addition, for simplicity of description and discussion, and in order not to make the embodiment of the application difficult to understand, the known power supply / ground connection with integrated circuit (IC) chip and other components may or may not be shown in the accompanying drawings provided. In addition, the device can be shown in the form of a block diagram to avoid making the embodiment of the application difficult to understand, and this also takes into account the following fact, that is, the details of the embodiment of these block diagram devices are highly dependent on the platform to be implemented in the embodiment of the application (that is, these details should be fully within the scope of understanding of those skilled in the art). When specific details (for example, circuit) are set forth to describe exemplary embodiments of the application, it will be apparent to those skilled in the art that the embodiment of the application can be implemented without these specific details or when these specific details are changed. Therefore, these descriptions should be considered to be illustrative rather than restrictive.

[0120] Although the present invention has been described in conjunction with specific embodiments thereof, many alternatives, modifications, and variations of these embodiments will be apparent to those skilled in the art based on the foregoing description. For example, other memory architectures (e.g., dynamic RAM (DRAM)) may utilize the embodiments discussed.

[0121] The embodiments of the present application are intended to cover all such substitutions, modifications, and variations that fall within the broad scope of the appended claims. Therefore, any omissions, modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the embodiments of the present application should be included in the scope of protection of this application.

Claims

1. An information interaction method, the method being applied in a first customer service system, the method comprising: In response to determining that the target demand information of the current user matches the second customer service system, sending the target demand information to the second customer service system so that the second customer service system matches a second agent for the current user; Acquire reply information corresponding to the target demand information sent by the second customer service system, and feed back the reply information to the current user.

2. The method according to claim 1, wherein sending the target demand information to the second customer service system specifically comprises: The target demand information is sent to the first message queue, so that the second customer service system obtains the target demand information by subscribing to the first message queue.

3. The method according to claim 1, wherein obtaining the reply information corresponding to the target demand information sent by the second customer service system specifically comprises: Subscribing to a second message queue, and obtaining the reply information from the second message queue; The reply information is sent by the second customer service system to the second message queue.

4. The method according to claim 1, wherein feeding back the reply information to the current user specifically comprises: In the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of the first agent; wherein the first agent is the agent matched by the first customer service system for the current user; Or, in the chat window between the current user and the first agent, the reply information is sent to the current user using the ID of a third agent; wherein the third agent is a virtual agent corresponding to the second agent.

5. The method according to claim 4, wherein after feeding back the reply information to the current user, the method further comprises: Stopping the first agent's consulting service for the current user; During the period when the first agent stops providing consulting services, the second agent can continue to provide consulting services to the current user.

6. The method according to claim 4, wherein after feeding back the reply information to the current user, the method further comprises: Maintaining the consulting service provided by the first agent to the current user, and determining whether the current user has submitted demand information matching the first customer service system within a preset time; In response to determining that the current user has not put forward demand information matching the first customer service system within a preset time, stopping the first agent's consulting service for the current user; In response to determining that the current user has submitted demand information that matches the first customer service system within a preset time, the first agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the first customer service system within the preset time.

7. The method according to claim 4, wherein in response to determining that the target demand information of the current user matches the second customer service system, the method further comprises: Send the historical chat record between the current user and the first agent to the second customer service system.

8. The method according to claim 1, wherein after feeding back the reply information to the current user, the method further comprises: Synchronize the demand information of the current user after the target demand information to the second customer service system.

9. An information interaction method, the method being applied in a second customer service system, the method comprising: Obtaining target demand information sent by the first customer service system; The target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system; Matching a second seat for the current user; Sending reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

10. The method according to claim 9, wherein sending reply information corresponding to the target demand information to the first customer service system specifically comprises: The reply information is sent to the second message queue, so that the first customer service system obtains the target demand information by subscribing to the second message queue.

11. The method according to claim 9, wherein obtaining the target demand information sent by the first customer service system specifically comprises: Subscribing to a first message queue, and obtaining the target demand information from the first message queue; The target demand information is sent by the first customer service system to the first message queue.

12. The method according to claim 9, wherein after sending the reply information to the first customer service system, the method further comprises: Maintaining the consulting service of the second agent to the current user, and determining whether the current user has put forward demand information matching the second customer service system within a preset time; In response to determining that the current user has not put forward demand information matching the second customer service system within a preset time, stopping the second agent's consulting service for the current user; In response to determining that the current user has submitted demand information that matches the second customer service system within a preset time, the second agent maintains consulting services for the current user, and re-determines whether the current user has submitted demand information that matches the second customer service system within the preset time.

13. An information interaction device, the device being applied in a first customer service system, the device comprising: A first sending module, in response to determining that the target demand information of the current user matches the second customer service system, sends the target demand information to the second customer service system, so that the second customer service system matches a second seat for the current user; The first acquisition module acquires reply information corresponding to the target demand information sent by the second customer service system, and feeds back the reply information to the current user.

14. An information interaction device, the device being applied in a second customer service system, the device comprising: A second acquisition module acquires target demand information sent by the first customer service system; The target demand information is demand information proposed by the current user in the first customer service system and matched with the second customer service system; A second matching module, matching a second seat for the current user; The second sending module sends reply information corresponding to the target demand information to the first customer service system, so that the first customer service system feeds back the reply information to the current user.

15. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable by the processor, wherein the processor implements the method according to any one of claims 1 to 8 or 9 to 12 when executing the program. 16 . A non-transitory computer-readable storage medium storing computer instructions for causing a computer to execute the method according to any one of claims 1 to 8 or 9 to 12.

17. A computer program product, comprising computer program instructions, which, when executed on a computer, cause the computer to execute the method according to any one of claims 1 to 8 or 9 to 12.

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