Cross-Platform Customer Service Information Aggregation and Forwarding
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Solution Overview
Problem
Current customer service systems face challenges in supporting large numbers of users on mobile terminals, as they struggle to process messages in real-time, especially when customer service staff are offline, limiting the flexibility and scalability of mobile terminals in managing customer service information.
Innovation Solution
A customer service information forwarding method and apparatus that receives and aggregates customer service information on a first communication platform, checks the login status of a second target account on a second communication platform, and sends aggregated information to a forwarding account when the second target account is offline, enabling efficient cross-platform communication between PC and mobile terminals.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If customer service information is forwarded in real-time to mobile terminals, then message handling timeliness is improved, but system complexity and server load increase significantly
Solution Approach 1:
The system performs preliminary actions by checking the login status of the second target account before forwarding customer service information. This prevents unnecessary real-time forwarding operations, reducing system complexity while maintaining timeliness for urgent messages. The login status check is performed in advance to determine the appropriate forwarding strategy.
Solution Approach 2:
The system applies partial forwarding action by selectively forwarding only those messages that require immediate attention based on account status, rather than forwarding all messages in real-time. This reduces server load and system complexity while maintaining adequate response timeliness for critical communications.
2Productivity
If customer service staff use PC terminals, then capacity to handle large numbers of users is improved, but flexibility and mobility are reduced
Solution Approach 1:
The system implements multi-functionality by enabling customer service staff to access and handle customer service information on both PC terminals and mobile terminals. The forwarding mechanism allows the same account to receive messages on different device types, providing flexibility in location while maintaining the capacity to handle large numbers of users through the established forwarding account system.
3Power
If messages are aggregated and forwarded periodically, then server load is reduced, but message response delay increases
Solution Approach 1:
The system applies dynamic forwarding by adjusting the forwarding behavior based on the login status of the second target account. When the account is logged in, real-time forwarding is enabled for immediate response. When logged out, aggregation and periodic forwarding are used to reduce server load. This dynamic adaptation resolves the contradiction between server load and response delay.
Data Source
AI summary
A customer service information forwarding method is provided. The method includes receiving customer service information sent by a client end terminal from a first communication platform to a first target account and, according to the first target account of the customer service information, obtaining a login status of a second target account on the second communication platform. The second target account is bound in advance to the first target account. The method also includes, when the second target account does not log in the second communication platform, obtaining a pre-established forwarding account bound to the second target account and setting the state of the customer service information as not-forwarded, and aggregating not-forwarded customer service information within a preset time period into a final aggregated customer service information and sending the final aggregated customer service information to the forwarding account through the first communication platform.