CN104539516B - A kind of customer service method and a kind of customer care server - Google Patents

Abstract

An embodiment of the present invention provides a customer service method and a customer service server, wherein the method specifically includes: for a work order whose work order status is a processed state, sending a reminder message to close the work order to the client; wherein, the The reminder information carries time information for closing the work order; when the time information arrives, if no response from the client to the reminder information is received, the work order in the processed state is closed. The embodiments of the present invention can release various service resources continuously occupied by the customer service process without affecting the customer service quality, thereby improving the utilization rate of service resources.

Description

A kind of customer service method and a kind of customer service server

technical field

The invention relates to the technical field of network communication, in particular to a customer service method and a customer service server.

Background technique

With the development of the network, it becomes an important means for users to communicate through the network, and the application of IM (Instant Messenger, Instant Messenger) becomes more and more extensive. At present, the online customer service system can answer various questions for users. For example, many WEB terminals can provide online customer service. After the customer service personnel log in, they can conduct real-time consultation and communication with users through IM.

The Chinese invention patent with the publication number CN102868695A and the invention name "Intelligent Online Customer Service Method and System Based on Conversation Tree" discloses a scheme for intelligent online customer service based on conversation tree. The scheme includes the following steps: online customer login client; server The terminal automatically sends greetings to the client; the online customer inputs and sends the words to the server; the server searches the sales knowledge base, obtains the reply words and sends them to the client; repeat the above two steps until the online customer closes the client.

In the above scheme, the online customer ends the customer service process by closing the client terminal. However, in most cases, the online customer goes to deal with other things after getting the required answer and forgets to close the client terminal. In the case of a client, the client will continue to occupy various service resources required by the customer service process, such as customer service personnel waiting for resources, which undoubtedly causes a waste of service resources.

Contents of the invention

In view of the above problems, the present invention is proposed to provide a customer service method and a customer service server that overcome the above problems or at least partially solve the above problems.

According to one aspect of the present invention, a kind of customer service method is provided, comprising:

For a work order whose work order status is a processed state, send a reminder message for closing the work order to the client; wherein, the reminder message carries time information for closing the work order;

When the time information arrives, if no response from the client to the reminder message is received, the work order in the processed state is closed.

Optionally, the step of sending a reminder message of closing the work order to the client for the work order whose work order status is in the processed state includes:

For a work order whose work order status is processed, if no information from the client is received within a predetermined time, a reminder message to close the work order is sent to the client.

Optionally, the work order status further includes: one or more of initialization status, pending status, processing status and closed status;

Then described method also comprises:

In the customer service process, different queues are used to store work orders in different work order states, and different processes are used to process work orders in different states.

Optionally, the method also includes:

Use the factory pattern to perform scene operations in the customer service process.

Optionally, the step of using the factory pattern to perform scene operations in the customer service process includes:

Before the step of sending a reminder message of closing the work order to the client for the work order whose work order status is in the processed state, use the factory mode to receive the work order in the waiting to be collected state from the waiting queue corresponding to the authorized game ;and / or

After the step of sending a reminder to the client to close the work order for the work order whose work order status is in the processed state, for the work order in the processing state, use the factory mode to execute the scene operation in the corresponding processing process .

Optionally, before the step of closing the work order in the processed state, the method further includes: adding a corresponding work order tag to the work order;

Analyze the work order tags in the historical time period to obtain the distribution information of the work order tags;

Deploy corresponding service resources according to the distribution information of the work order tags.

On the other hand, the present invention also provides a kind of customer service server, comprising:

The closing reminder module is used to send the reminder information of closing the work order to the client for the work order whose work order status is the completed state; wherein, the reminder information carries the time information of closing the work order; and

A work order closing module, configured to close the work order in the processed state if no response to the reminder message is received from the client when the time information arrives.

Optionally, the closing reminder module is specifically configured to send a reminder message of closing the work order to the client if no information from the client is received within a predetermined time for a work order whose work order status is a processed state.

Optionally, the work order status further includes: one or more of initialization status, pending status, processing status and closed status;

Then described customer service server also includes:

The asynchronous processing module is used to use different queues to store work orders in different work order states during the customer service process, and to use different processes to process work orders in different states.

Optionally, the customer service server also includes:

The scene execution module is used to use the factory mode to execute scene operations in the process of customer service.

Optionally, the scenario execution module includes:

The first scene execution unit is used to use the factory mode to retrieve the queue corresponding to the authorized game before the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. Pick up a work order that is in the pending pick-up state; and/or

The second scenario execution unit is used to execute the work order in the processing state by using the factory mode after the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. It corresponds to scene operations during processing.

Optionally, the customer service server also includes:

A label adding module, configured to add a corresponding work order label to the work order before the operation of closing the work order in the processed state;

The label analysis module is used to analyze the work order labels in the historical time period to obtain the distribution information of the work order labels;

A resource deployment module, configured to deploy corresponding service resources according to the distribution information of the work order tags.

According to a customer service method and a customer service server according to an embodiment of the present invention, a reminder message for closing a work order may be sent to the client for a work order whose work order status is a processed state; wherein, the reminder information carries Closing the time information of the work order; and, when the time information arrives and no response from the client to the reminder message is received, close the work order in the processed state; because the processed state The work order is a work order that has been processed, and the user may not need to follow up on the work order, so the embodiment of the present invention sends a reminder message to the client to close the work order for the work order, wherein the close The time information of the work order is the reserved time provided to the user to determine whether to close it. If the user does not receive a response to the reminder message when the reserved time arrives, it is determined that the user has no need to pursue the work order at all. In this case, the closing operation of the work order can release various service resources that are continuously occupied by the customer service process without affecting the customer service quality, thereby improving the utilization rate of service resources.

The above description is only an overview of the technical solution of the present invention. In order to better understand the technical means of the present invention, it can be implemented according to the contents of the description, and in order to make the above and other purposes, features and advantages of the present invention more obvious and understandable , the specific embodiments of the present invention are enumerated below.

Description of drawings

Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the alternative embodiments. The drawings are only for purposes of illustrating alternative embodiments and are not to be considered as limiting the invention. Also throughout the drawings, the same reference numerals are used to designate the same parts. In the attached picture:

Fig. 1 shows a flow chart of steps of a customer service method according to an embodiment of the present invention;

Fig. 2 shows a flow chart of steps of a customer service method according to an embodiment of the present invention;

Fig. 3 shows a flow chart of steps of a customer service method according to an example of the present invention;

FIG. 4 shows a flowchart of steps of a customer service method according to an embodiment of the present invention;

FIG. 5 shows a flowchart of steps of a customer service method according to an embodiment of the present invention;

Figure 6 shows a flowchart of steps of a customer service method according to an embodiment of the present invention; and

Fig. 7 shows a structural block diagram of a customer service server according to an embodiment of the present invention.

Detailed ways

Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided for more thorough understanding of the present disclosure and to fully convey the scope of the present disclosure to those skilled in the art.

Referring to Fig. 1, it shows a flow chart of the steps of a customer service method according to an embodiment of the present invention, which may specifically include the following steps:

Step 101, for a work order whose work order status is in a processed state, send a reminder message for closing the work order to the client; wherein, the reminder message carries time information for closing the work order;

Step 103. When the time information arrives, if no response from the client to the reminder message is received, close the work order in the processed state.

The embodiment of the present invention can be applied to the customer service process of various websites or WEB services such as online banking, instant messaging tools, games, etc., and is used to release various services that are continuously occupied by the customer service process without affecting the customer service quality. resources, thereby improving the utilization of service resources. The embodiment of the present invention mainly uses the customer service process of a game website as an example for illustration, and other customer service processes can be referred to each other.

In the embodiment of the present invention, the work order can be used to represent the basic processing unit in the customer service process, which usually corresponds to the customer service request generated by the client, that is, each time a customer service request is received, the customer service can be Request to generate corresponding work orders, and different work orders can be distinguished by work order ID (Identity).

Usually, the customer service request corresponding to the work order will contain a series of questions. The work order processing process mainly includes the process of answering the questions. After the questions are answered, the work order can be considered as completed, and the work order is in the processed state.

Since the work order in the processed state is a work order that has been processed, the user may no longer need to follow up on the work order, so the embodiment of the present invention sends a reminder message to the client to close the work order for the work order, wherein the The time information for closing the work order carried in the reminder information is the reserved time provided to the user to determine whether to close it. If the user does not receive a response to the reminder information when the reserved time arrives, it is determined that the user has closed the work order. There is no demand for the order at all. In this case, closing the work order can release various service resources that are continuously occupied by the customer service process without affecting the quality of customer service, thereby improving the utilization of service resources. Rate.

For example, in an application example of the present invention, the customer service process corresponding to the work order is provided in the session window, then the reminder information may be "this session will be closed within 30 minutes", that is, the reminder information carries The time information for closing the work order is "30 minutes". In this way, after 30 minutes, if the client does not receive a response to the reminder information, it can be considered that the user has no need to follow up on the work order. Therefore, The work order in the processed state can be closed to release service resources occupied by the work order, such as human resources, session resources, queue resources, process resources, and the like. It can be understood that the above 30 minutes is just an example, and this embodiment of the present invention does not limit the time information of closing the work order carried in the reminder information.

It should be noted that if the user has a reply within 30 minutes, the work order can be automatically restarted to the processing state, and the state of the work order will change to the processed state after the customer service is processed, and so on.

Referring to FIG. 2 , it shows a flow chart of steps of a customer service method according to an embodiment of the present invention, which may specifically include the following steps:

Step 201: For a work order whose work order status is processed, if no information from the client is received within a predetermined period of time, a reminder message to close the work order is sent to the client; wherein, the reminder message carries a closed The time information of the work order;

Step 203. When the time information arrives, if no response from the client to the reminder message is received, close the work order in the processed state.

Compared with the embodiment shown in FIG. 1 , this embodiment adds an execution condition for sending a reminder message to close a work order to the client: for a work order whose work order status is a processed state, if no customer is received within a predetermined time If the terminal information is not available, then send a reminder message to close the work order to the client, that is, to send a reminder message to close the work order to the client needs to meet the conditions that the work order status is completed and the customer has not been received within the predetermined time. The condition of the information of the terminal; wherein, the condition of not receiving the information of the client within the predetermined time can more accurately determine that the user has no need to follow up on the work order in the processed state. Send the reminder information to the user in the case of a follow-up request, so as to avoid affecting the quality of customer service.

In practical applications, those skilled in the art may determine the predetermined time according to the actual situation, for example, the length may be 1 hour, half an hour, etc., and the embodiment of the present invention does not limit the specific length of the predetermined time.

In order to enable those skilled in the art to better understand the present invention, referring to FIG. 3 , it shows a flow chart of steps of a customer service method according to an example of the present invention, which may specifically include the following steps:

Step 301, customer service A processes the work order until the state of the work order is processed;

Step 303, determine whether the user terminates the service, if so, then execute step 305, otherwise execute step 307;

Here, the user terminates the service may mean that the user actively terminates the service.

Step 305, determine whether the user is asking, if not, then end, if so, then execute step 313;

Step 307, judge whether the user replies within 1 hour, if not, then execute step 309, if yes, then execute step 313;

Step 309, sending a reminder message to the user to close the work order: prompting to end the service within 30 minutes;

Step 311, judge whether the user replies within 30 minutes, if so, then execute step 313, otherwise, execute step 305;

Step 313. Determine whether customer service A is online. If yes, return to step 301; otherwise, return the work order to the work order pool to be allocated.

Referring to FIG. 4 , it shows a flow chart of steps of a customer service method according to an embodiment of the present invention, which may specifically include the following steps:

Step 401: For a work order whose work order status is completed, if no information from the client is received within a predetermined period of time, a reminder message to close the work order is sent to the client; wherein, the reminder message carries a closed The time information of the work order, the state of the work order may specifically include: one or more of the initialization state, the waiting state, the processing state, the processing state and the closed state;

Step 403, when the time information arrives, if no response from the client to the reminder message is received, close the work order in the processed state;

Step 405 , during the customer service process, use different queues to store work orders in different work order states, and use different processes to process work orders in different states.

With respect to the embodiment shown in FIG. 1 , in addition to the processed state, the work order state of this embodiment may also include: one or more of the initialization state, the waiting state, the processing state and the closed state; and , this embodiment also increases the steps of using different queues to store work orders in different work order states during the customer service process, and using different processes to process work orders in different states; the above-mentioned increased steps can realize customer service. asynchronous processing, thereby improving customer service efficiency; in addition, different queues can also ensure the decoupling between different processes, and reduce the cost of replacing queues as much as possible when the system encounters a bottleneck.

In an application example of the present invention, the work order status can specifically be:

const STATE_INIT＝1;//Initialize the state, to be allocated to the queue

const STATE_ASSIGN＝2;//has been assigned to a specific queue, pending status

const STATE_ACCEPT＝3;//Processing state, customer service has received

const STATE_SLOVE＝4;//Follow-up state, the work order that the customer service cannot handle temporarily

const STATE_FINISH = 5; // closed state

const STATE_TO_FINISH＝6;//After processing, wait for the system to automatically close the order

The usual work order status flow process is:

1 = "2 = "3 = "6 = "5

Among them, states 3 and 4 correspond to the follow-up and follow-up functions, 6 is the customer service closing order, which will trigger the reminder process of the present invention, and the final closed state is 5.

In another application example of the present invention, during the customer service process, using different queues to store work orders in different work order states, and using different processes to process work orders in different states may specifically include:

Step S1, obtaining the customer service request of the user;

Taking the customer service process of a game website as an example, the browser can send a customer service request to the customer service player terminal, and the customer service player terminal sends an SDK (Software Development Kit, Software Development Kit) request to the server.

The encapsulated SDK request is a php class file, which can be called through the class name and method name, and has a layer of encapsulation for the function, so it has the advantage of being more convenient to call than HTTP requests.

Step S3, generating a corresponding work order ID in response to the user's customer service request, and the state of the work order is an initialization state at this time;

Step S5, storing the work order ID in the queue to be assigned, and the work order status is the waiting state at this time;

Step S7, the daemon process monitors the queue to be assigned, performs logical and abnormal processing on the work order ID in the queue to be assigned, and assigns the work order ID to the queue to be claimed of the corresponding game after the processing is completed;

In the embodiment of the present invention, the exception handling is mainly used to ensure the consistency and accuracy of the data by detecting some boundary conditions, and to ensure that the program can be executed normally according to the expected flow, and its processing operations may specifically include:

1) Check whether the work order ID meets the preset rules, and ignore it if the work order ID is empty;

2) Obtain the corresponding work order data from the mysql database through the work order work order, if the obtained data is empty, ignore it;

3) Detect the status of the work order, if it is not in the status of waiting to be picked up, ignore it, etc.

4) In case of abnormal situations such as database connection failure and query failure, the work order ID will be delayed and reassigned to the waiting queue for next processing;

Step S9, the customer service receives the corresponding work order from the waiting queue corresponding to the authorized game according to the authorized game list, and processes the received work order.

In a specific implementation, the customer service manager can authorize games for employees in the system, and the system saves the authorized game list corresponding to the employee's domain account, and can subsequently query the corresponding authorized game list through the domain account. The game receives the work order corresponding to the game in the waiting queue, and then interacts with the player until the work order is processed.

It should be noted that in the process of processing the work order to be received, the "server push" technology based on HTTP (Hypertext transfer protocol, Hypertext transfer protocol) long connection can be used, that is, the server can actively Push data to the client program, where the pushed data can specifically include a series of data that needs to be displayed to the player, such as chat content, time, customer service name, customer service avatar, etc., without the need for the client to send an explicit request, so it can effectively improve The overall performance of the system and the real-time nature of message arrival.

It should be noted that in practical applications, the log can be used to record the track of a work order, so as to display the core process in the work order processing process, which can specifically include time, handlers, processing items, etc.

Referring to FIG. 5 , it shows a flow chart of steps of a customer service method according to an embodiment of the present invention, which may specifically include the following steps:

Step 501: For a work order whose work order status is processed, if no information from the client is received within a predetermined time, send a reminder message to close the work order to the client; wherein, the reminder message carries a closed The time information of the work order, the state of the work order may specifically include: one or more of the initialization state, the waiting state, the processing state, the processing state and the closed state;

Step 503, when the time information arrives, if no response from the client to the reminder message is received, close the work order in the processed state;

Step 505. During the customer service process, use different queues to store work orders in different work order states, and use different processes to process work orders in different states;

Step 507, using the factory pattern to perform scene operations in the process of customer service.

Compared with the embodiment shown in FIG. 4 , this embodiment adds the steps of using the factory pattern to perform scene operations in the customer service process; wherein, the factory pattern can be specifically responsible for instantiating a large number of classes with a common interface, and it is not necessary to know in advance each The second is the mode of which class to instantiate, which defines an interface for creating objects, and which class to instantiate is determined by the subclass. This embodiment uses the factory mode to perform the steps of the scene operation in the customer service process, with code It is clear and easy to maintain, and can provide a flexible and powerful dynamic expansion mechanism for the system.

In an optional embodiment of the present invention, the step of using the factory pattern to execute the scene operation in the customer service process may specifically include:

Before the step of sending a reminder message of closing the work order to the client for the work order whose work order status is in the processed state, use the factory mode to receive the work order in the waiting state corresponding to the authorized game from the waiting queue ;and / or

After the step of sending a reminder to the client to close the work order for the work order whose work order status is in the processed state, for the work order in the processing state, use the factory mode to execute the scene operation in the corresponding processing process .

Referring to FIG. 6 , it shows a flow chart of steps of a customer service method according to an embodiment of the present invention, which may specifically include the following steps:

Step 601, for the work order whose work order status is in the processed state, send a reminder message to close the work order to the client; wherein, the reminder message carries time information for closing the work order;

Step 603, adding a corresponding work order tag to the work order;

Step 605. When the time information arrives, if no response from the client to the reminder message is received, close the work order with the work order label in the processed state;

Step 607, analyze the work order tags in the historical time period, and obtain the distribution information of the work order tags;

Step 609: Deploy corresponding service resources according to the distribution information of the work order tags.

Compared with the embodiment shown in FIG. 1 , this embodiment can also add a corresponding work order label to the work order before the step of closing the work order in the processed state; wherein, for the work order The main basis for adding the corresponding work order label may include: which type of problem in the label list is mainly solved by the work order, for example, in an application example of the present invention, four levels can be set for 248 labels Label categories, among which, the first-level label categories can specifically include server/login, etc., the second-level label categories can specifically include: server offline, server downtime, and server maintenance/update/opening and closing servers, etc. The third-level label categories can specifically include : Compensation, etc. The four-level label category can specifically include: consultation on the compensation distribution time and dissatisfaction with compensation, etc.

After analyzing the work order tags in the historical time period and obtaining the distribution information of the work order tags, you can use the distribution information of the work order tags to locate which tag category has more work orders and is the most distributed tag category The work order deploys many service resources. The service resources here may include: human resources, session resources, queue resources, process resources, and so on. It should be noted that the above historical time period may be determined by those skilled in the art according to actual conditions, for example, it may be the latest month, the latest week, etc., and the embodiment of the present invention does not limit the specific historical time period.

For the method embodiment, for the sake of simple description, it is expressed as a series of action combinations, but those skilled in the art should know that the embodiment of the present invention is not limited by the described action order, because according to the embodiment of the present invention , certain steps may be performed in other order or simultaneously. Secondly, those skilled in the art should also know that the embodiments described in the specification are all optional embodiments, and the actions involved are not necessarily required by the embodiments of the present invention.

Referring to FIG. 7 , it shows a structural block diagram of a customer service server according to an embodiment of the present invention, which may specifically include the following modules:

The close reminder module 701 is configured to send a reminder message for closing the work order to the client for the work order whose work order status is the completed state; wherein, the reminder information carries time information for closing the work order; and

The work order closing module 703 is configured to close the work order in the processed state if no response to the reminder message is received from the client when the time information arrives.

In an optional embodiment of the present invention, the closing reminder module 601 can be specifically used to send a message to the The client sends a reminder to close the ticket.

In another optional embodiment of the present invention, the work order status may also include: one or more of initialization status, waiting status, processing status and closed status;

Then the customer service server may also include:

The asynchronous processing module is used to use different queues to store work orders in different work order states during the customer service process, and to use different processes to process work orders in different states.

In yet another optional embodiment of the present invention, the customer service server may also include:

The scene execution module is used to use the factory mode to execute scene operations in the process of customer service.

In yet another optional embodiment of the present invention, the scenario execution module may specifically include:

The first scene execution unit is used to use the factory mode to retrieve the queue corresponding to the authorized game before the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. Pick up a ticket that is in the pending pick-up state; and/or

The second scenario execution unit is used to execute the work order in the processing state by using the factory mode after the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. It corresponds to scene operations during processing.

In an optional embodiment of the present invention, the customer service server may also include:

A label adding module, configured to add a corresponding work order label to the work order before the operation of closing the work order in the processed state;

The label analysis module is used to analyze the work order labels in the historical time period to obtain the distribution information of the work order labels;

A resource deployment module, configured to deploy corresponding service resources according to the distribution information of the work order tags.

As for the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and for related parts, please refer to the part of the description of the method embodiment.

The algorithms and displays presented herein are not inherently related to any particular computer, virtual system, or other device. Various generic systems can also be used with the teachings based on this. The structure required to construct such a system is apparent from the above description. Furthermore, the present invention is not specific to any particular programming language. It should be understood that various programming languages can be used to implement the content of the present invention described herein, and the above description of specific languages is for disclosing the best mode of the present invention.

In the description provided herein, numerous specific details are set forth. However, it is understood that embodiments of the invention may be practiced without these specific details. In some instances, well-known methods, structures and techniques have not been shown in detail in order not to obscure the understanding of this description.

Similarly, it should be appreciated that in the foregoing description of exemplary embodiments of the invention, in order to streamline this disclosure and to facilitate an understanding of one or more of the various inventive aspects, various features of the invention are sometimes grouped together in a single embodiment, figure, or its description. This method of disclosure, however, is not to be interpreted as reflecting an intention that the claimed invention requires more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive aspects lie in less than all features of a single foregoing disclosed embodiment. Thus, the claims following the Detailed Description are hereby expressly incorporated into this Detailed Description, with each claim standing on its own as a separate embodiment of this invention.

Those skilled in the art can understand that the modules in the device in the embodiment can be adaptively changed and arranged in one or more devices different from the embodiment. Modules or units or components in the embodiments may be combined into one module or unit or component, and furthermore may be divided into a plurality of sub-modules or sub-units or sub-assemblies. All features disclosed in this specification (including accompanying claims, abstract and drawings) and any method or method so disclosed may be used in any combination, except that at least some of such features and/or processes or units are mutually exclusive. All processes or units of equipment are combined. Each feature disclosed in this specification (including accompanying claims, abstract and drawings) may be replaced by alternative features serving the same, equivalent or similar purpose, unless expressly stated otherwise.

Furthermore, those skilled in the art will understand that although some embodiments described herein include some features included in other embodiments but not others, combinations of features from different embodiments are meant to be within the scope of the invention. and form different embodiments. For example, in the following claims, any of the claimed embodiments may be used in any combination.

The various component embodiments of the present invention may be implemented in hardware, or in software modules running on one or more processors, or in a combination thereof. Those skilled in the art should understand that a microprocessor or a digital signal processor (DSP) can be used in practice to implement some or all of some or all of the customer service method and a customer service server according to the embodiment of the present invention Function. The present invention can also be implemented as an apparatus or an apparatus program (for example, a computer program and a computer program product) for performing a part or all of the methods described herein. Such a program for realizing the present invention may be stored on a computer-readable medium, or may be in the form of one or more signals. Such a signal may be downloaded from an Internet platform, or provided on a carrier signal, or provided in any other form.

It should be noted that the above-mentioned embodiments illustrate rather than limit the invention, and that those skilled in the art will be able to design alternative embodiments without departing from the scope of the appended claims. In the claims, any reference signs placed between parentheses shall not be construed as limiting the claim. The word "comprising" does not exclude the presence of elements or steps not listed in a claim. The word "a" or "an" preceding an element does not exclude the presence of a plurality of such elements. The invention can be implemented by means of hardware comprising several distinct elements, and by means of a suitably programmed computer. In a unit claim enumerating several means, several of these means can be embodied by one and the same item of hardware. The use of the words first, second, and third, etc. does not indicate any order. These words can be interpreted as names.

The invention discloses A1, a customer service method, comprising:

For a work order whose work order status is a processed state, send a reminder message for closing the work order to the client; wherein, the reminder message carries time information for closing the work order;

When the time information arrives, if no response from the client to the reminder message is received, the work order in the processed state is closed.

A2, the method as described in A1, the step of sending a reminder message of closing the work order to the client for the work order whose work order status is the completed state includes:

For a work order whose work order status is processed, if no information from the client is received within a predetermined time, a reminder message to close the work order is sent to the client.

A3. The method as described in A1, the state of the work order further includes: one or more of the initialization state, the waiting state, the processing state and the closed state;

Then described method also comprises:

In the customer service process, different queues are used to store work orders in different work order states, and different processes are used to process work orders in different states.

A4, the method as described in A3, described method also comprises:

Use the factory pattern to perform scene operations in the customer service process.

A5, the method as described in A4, the step of using the factory mode to perform the scene operation in the customer service process, including:

Before the step of sending a reminder message of closing the work order to the client for the work order whose work order status is in the processed state, use the factory mode to receive the work order in the waiting to be collected state from the waiting queue corresponding to the authorized game ;and / or

After the step of sending a reminder to the client to close the work order for the work order whose work order status is in the processed state, for the work order in the processing state, use the factory mode to execute the scene operation in the corresponding processing process .

A6. The method as described in A1, before the step of closing the work order in the processed state, the method further includes: adding a corresponding work order label to the work order;

Analyze the work order tags in the historical time period to obtain the distribution information of the work order tags;

Deploy corresponding service resources according to the distribution information of the work order tags.

B7, a kind of customer service server, comprising:

The closing reminder module is used to send the reminder information of closing the work order to the client for the work order whose work order status is the completed state; wherein, the reminder information carries the time information of closing the work order; and

A work order closing module, configured to close the work order in the processed state if no response to the reminder message is received from the client when the time information arrives.

B8, the customer service server as described in B7, the closing reminder module is specifically used for the work order that the work order status is a processed state, if the information of the client is not received within a predetermined time, then the closing is sent to the client Reminder information for the ticket.

B9, the customer service server as described in B7, the work order status also includes: one or more of initialization status, pending status, processing status and closed status;

Then described customer service server also includes:

The asynchronous processing module is used to use different queues to store work orders in different work order states during the customer service process, and to use different processes to process work orders in different states.

B10, the customer service server as described in B9, the customer service server also includes:

The scene execution module is used to use the factory mode to execute scene operations in the process of customer service.

11. The customer service server as described in B10, the scene execution module includes:

The first scene execution unit is used to use the factory mode to retrieve the queue corresponding to the authorized game before the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. Pick up a ticket that is in the pending pick-up state; and/or

The second scenario execution unit is used to execute the work order in the processing state by using the factory mode after the step of sending the reminder information of closing the work order to the client for the work order whose work order status is in the processed state. It corresponds to scene operations during processing.

B12, the customer service server as described in B7, the customer service server also includes:

A label adding module, configured to add a corresponding work order label to the work order before the operation of closing the work order in the processed state;

The label analysis module is used to analyze the work order labels in the historical time period to obtain the distribution information of the work order labels;

A resource deployment module, configured to deploy corresponding service resources according to the distribution information of the work order tags.

Claims (12)

1. a kind of customer service method, including：

For the work order that work order state is the state of being disposed, the prompting message for closing work order is sent to client；Wherein, it is described The temporal information for closing work order is carried in prompting message；

When the temporal information reaches, if not receiving the response that the client is directed to the prompting message, described in closing Work order under the state that is disposed.

2. the method as described in claim 1, which is characterized in that it is described to be directed to the work order that work order state is the state of being disposed, The step of prompting message for closing work order being sent to client, including：

For the work order that work order state is the state of being disposed, if not receiving the information of client in the predetermined time, to institute It states client and sends the prompting message for closing work order.

3. the method as described in claim 1, which is characterized in that the work order state further includes：Init state, Unclaimed shape It is one or more in state and closed state in state, processing；

Then the method further includes：

During customer service, using different queue store work order under different work order states and, at different processes Manage the work order under different conditions.

4. method as claimed in claim 3, which is characterized in that the method further includes：

The scene operation during customer service is performed using factory mode.

5. method as claimed in claim 4, which is characterized in that the field performed using factory mode during customer service The step of scape operates, including：

Described for the work order that work order state is the state of being disposed, the step for the prompting message for closing work order is sent to client Before rapid, using factory mode from authorizing the work order got in the corresponding Unclaimed queue of game under Unclaimed state；And/or

Described for the work order that work order state is the state of being disposed, the step for the prompting message for closing work order is sent to client After rapid, for the work order under state in processing, the scene operation during its alignment processing is performed using factory mode.

6. the method as described in claim 1, which is characterized in that in the step for the work order being disposed under state described in the closing Before rapid, the method further includes：Corresponding work order label is added to the work order；

Work order label in historical time section is analyzed, obtains the distributed intelligence of work order label；

According to the distributed intelligence of the work order label, corresponding Service Source is disposed.

7. a kind of customer care server, including：

Reminding module is closed, for being directed to the work order that work order state is the state of being disposed, is sent to client and closes work order Prompting message；Wherein, the temporal information for closing work order is carried in the prompting message；And

Work order closedown module, for when the temporal information reaches, if not receiving the client for the prompting message Response, then close described in the work order that is disposed under state.

8. customer care server as claimed in claim 7, which is characterized in that the closing reminding module, specifically for being directed to work Single state is the work order for the state of being disposed, if not receiving the information of client in the predetermined time, is sent out to the client Send the prompting message for closing work order.

9. customer care server as claimed in claim 7, which is characterized in that the work order state further includes：Init state is treated It gets one or more in state and closed state in state, processing；

Then the customer care server further includes：

Asynchronous process module, for during customer service, the work order under different work order states to be stored using different queue, with And handle the work order under different conditions using different processes.

10. customer care server as claimed in claim 9, which is characterized in that the customer care server further includes：

Scene execution module, for performing the scene operation during customer service using factory mode.

11. customer care server as claimed in claim 10, which is characterized in that the scene execution module, including：

First scene execution unit, for, for the work order that work order state is the state of being disposed, being sent described to client Before the step of closing the prompting message of work order, treated using factory mode from authorizing to get in the corresponding Unclaimed queue of playing Get the work order under state；And/or

Second scene execution unit, for, for the work order that work order state is the state of being disposed, being sent described to client After the step of closing the prompting message of work order, for the work order under state in processing, its corresponding position is performed using factory mode Scene operation during reason.

12. customer care server as claimed in claim 7, which is characterized in that the customer care server further includes：

Label add module, for before the operation of the work order under state that is disposed described in the closing, to the work order Add corresponding work order label；

Label analysis module for analyzing the work order label in historical time section, obtains the distributed intelligence of work order label；

Resource deployment module for the distributed intelligence according to the work order label, disposes corresponding Service Source.