CN108076119B - A kind of pre-service processing method and system - Google Patents
A kind of pre-service processing method and system Download PDFInfo
- Publication number
- CN108076119B CN108076119B CN201611033505.3A CN201611033505A CN108076119B CN 108076119 B CN108076119 B CN 108076119B CN 201611033505 A CN201611033505 A CN 201611033505A CN 108076119 B CN108076119 B CN 108076119B
- Authority
- CN
- China
- Prior art keywords
- service
- information
- real
- sending
- balance data
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
- 238000003672 processing method Methods 0.000 title abstract description 16
- 238000000034 method Methods 0.000 claims abstract description 30
- 238000010586 diagram Methods 0.000 description 8
- 229920006395 saturated elastomer Polymers 0.000 description 4
- 238000004590 computer program Methods 0.000 description 3
- 230000003213 activating effect Effects 0.000 description 2
- 230000003287 optical effect Effects 0.000 description 2
- 238000007781 pre-processing Methods 0.000 description 2
- 238000006243 chemical reaction Methods 0.000 description 1
- 230000007547 defect Effects 0.000 description 1
- 230000006870 function Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/56—Provisioning of proxy services
- H04L67/566—Grouping or aggregating service requests, e.g. for unified processing
Landscapes
- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Computer And Data Communications (AREA)
Abstract
本发明实施例提供一种预服务处理方法及系统。所述预服务处理方法包括：接收客户终端发送的待服务用户号码；向大数据平台发送查询请求；所述查询请求携带所述待服务用户号码；接收所述大数据平台返回的所述待服务用户号码对应的服务案例信息；所述服务案例信息至少包括服务话术信息；将所述服务话术信息发送至所述客户终端。所述系统用于执行上述方法。本发明提供的方法及系统通过大数据平台获取待服务用户号码对应的服务案例信息，将所述服务案例信息中包括的服务话术信息发送至客户终端，为客户提供预服务，提高了服务效率。
Embodiments of the present invention provide a pre-service processing method and system. The pre-service processing method includes: receiving the number of the user to be served sent by the client terminal; sending a query request to a big data platform; the query request carries the number of the user to be served; receiving the to-be-served returned by the big data platform Service case information corresponding to the user number; the service case information includes at least service session information; the service session information is sent to the client terminal. The system is used to perform the above method. The method and system provided by the present invention obtain the service case information corresponding to the number of the user to be served through the big data platform, send the service term information included in the service case information to the client terminal, provide pre-service for the client, and improve the service efficiency .
Description
Technical Field
The embodiment of the invention relates to the technical field of internet, in particular to a method and a system for preprocessing services.
Background
With the rapid development of the internet and the deepening of the electronic informatization degree, the business forms of the binary structures of the voice and the flow of the customer are rapidly changed, the customer service mode is increasingly diversified, the traditional 10086 hot-line telephone customer service mode can not meet the customer requirements due to the situation of shortage of human resources, the traditional service mode is changed, the media capability innovation service through the internet is adopted, the service efficiency is improved, the service capability of a call center facing the mobile internet can be effectively improved, and the user service requirements are met.
Under the prior art, when a customer acquires service through an internet channel, the customer firstly logs in an internet service system, corresponding service request information needs to be input into the system according to the service requirement of the customer, and the internet service system acquires corresponding service words according to the service request information and then responds through an intelligent robot. The client needs to input request information every time the client needs to obtain service, the operation is inconvenient, the reaction waiting time of the robot is long, and the client cannot obtain good service experience.
Therefore, how to improve the efficiency of customer service is a problem to be solved urgently.
Disclosure of Invention
In view of the defects in the prior art, embodiments of the present invention provide a method and a system for pre-service processing.
In one aspect, an embodiment of the present invention provides a method for preprocessing services, including:
receiving a number of a user to be served, which is sent by a client terminal;
sending a query request to a big data platform; the inquiry request carries the number of the user to be served;
receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform; the service case information at least comprises service call information;
and sending the service call information to the client terminal.
In another aspect, an embodiment of the present invention provides a pre-service processing system, including: customer end, internet customer service system and big data platform, wherein:
the client terminal is used for sending the acquired user number to be served to the Internet client service system and receiving the pre-service information returned by the Internet client service system; the pre-service information at least comprises service session information;
the Internet customer service system is used for receiving the number of the user to be served, sending a query request to a big data platform, receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform, wherein the service case information at least comprises service call information, and sending the service call information to a client terminal; wherein, the inquiry request carries the number of the user to be served;
the big data platform is used for receiving the query request sent by the internet customer service system, querying the historical service case of the number of the user to be served according to the query request, acquiring service case information corresponding to the number of the user to be served according to a first preset rule, and returning the service case information to the internet customer service system; the historical service cases are pre-stored in the big data platform.
The method and the system provided by the embodiment of the invention can provide pre-service for the customer and improve the service efficiency by acquiring the number of the user to be served, acquiring the service case information corresponding to the number of the user to be served through the big data platform and sending the service session information included in the service case information to the customer terminal.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
FIG. 1 is a schematic flow chart of a pre-service processing method according to an embodiment of the present invention;
FIG. 2 is a flow chart illustrating a pre-service processing method according to another embodiment of the present invention;
FIG. 3 is a flowchart illustrating a pre-service processing method according to another embodiment of the present invention;
FIG. 4 is a block diagram of a pre-service processing system according to an embodiment of the present invention;
FIG. 5 is a schematic diagram of a pre-service processing system according to another embodiment of the present invention;
FIG. 6 is a diagram illustrating a pre-service processing system according to another embodiment of the present invention;
fig. 7 is a schematic structural diagram of an entity device of an electronic apparatus according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some embodiments, but not all embodiments, of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Fig. 1 is a schematic flow chart of a pre-service processing method according to an embodiment of the present invention, and as shown in fig. 1, the embodiment provides a pre-service processing method, including:
s1, receiving the number of the user to be served sent by the client terminal;
specifically, after a user logs in through an internet channel at a client terminal, the client terminal acquires a number of a user to be served of the user, and sends the number of the user to be served to an internet customer service system, and the internet customer service system receives the number of the user to be served. It can be understood that the internet channel may be an online business hall, a wechat client, a china mobile APP, or other internet channels, and is not limited herein.
S2, sending a query request to the big data platform; the inquiry request carries the number of the user to be served;
specifically, after receiving a number of a user to be served, the internet customer service system sends an inquiry request to the big data platform, where the inquiry request carries the number of the user to be served, so that the big data platform inquires, in a service case database, historical service case information corresponding to the number of the user to be served according to the number of the user to be served.
S3, receiving service case information corresponding to the user number to be served returned by the big data platform; the service case information at least comprises service call information;
specifically, after receiving an inquiry request sent by the internet customer service system, the big data platform inquires historical service case information corresponding to the number of the user to be served, acquires service case information of the number of the user to be served according to a first preset rule, and returns the service case information to the internet customer service system, and the internet customer service system receives the service case information; the service case information at least includes service session information, and may further include a service case code corresponding to the service session information, which is not specifically limited herein.
And S4, sending the service call information to the client terminal.
Specifically, the internet customer service system sends the service session information included in the received service case information to the client terminal to provide the customer with the pre-service.
For example, after a user A opens a Chinese mobile WeChat client on a mobile phone, logs in by using a mobile phone number 187 x 3355 of the user A, the mobile phone sends a user number to an Internet customer service system, the Internet customer service system receives the user number and sends a query request carrying the user number to a big data platform, the big data platform receives the query request, queries historical service case information corresponding to the 187 x 3355 in a service case database, acquires 187 x 3355 service request sent within 24 hours from the current time and service session information corresponding to the service request, returns the service session information to the Internet customer service system, the Internet customer service system sends the service session information to the client terminal, and the user A checks the service session information through the WeChat client on the mobile phone of the user A, a pre-service is obtained. It is to be understood that, the big data platform may also obtain, as the service case information, the service request and the corresponding session service information that are sent by the subscriber number of 187 x 3355 the most times in a historical time period, and may also obtain the service case information according to other preset rules, which is not limited herein.
According to the pre-service processing method provided by the embodiment of the invention, the number of the user to be served is acquired, the service case information corresponding to the number of the user to be served is acquired through the big data platform, and the service session information included in the service case information is sent to the client terminal, so that pre-service is provided for the client, and the service efficiency is improved.
On the basis of the above embodiment, further, the service case information further includes service case codes; accordingly, the method further comprises:
and if the fact that real-time balance data information needs to be acquired is judged and obtained according to the service case code, sending the query request to a CRM system, receiving the real-time balance data information returned by the CRM system, and combining the service session information and the real-time balance data information and then sending the combined information to a client terminal.
Specifically, fig. 2 is a schematic flow chart of a pre-service processing method according to another embodiment of the present invention, as shown in fig. 2, the internet customer service system receives a number of a user to be served sent by the client terminal and sends the query request carrying the number of the user to be served to a big data platform, the service case information returned by the big data platform further includes a service case code, after receiving the service case code and service session information, the internet customer service system determines whether real-time balance data information needs to be obtained according to the service case code, if so, the query request is sent to a CRM system, the query request also carries the number of the user to be served, the CRM system receives the query request and returns the real-time balance data information of the number of the user to be served to the internet customer service system, the internet customer service system receives the real-time balance data information, combining the service call information and the real-time balance data information and then sending the combined service call information and the real-time balance data information to a client terminal; and if not, the Internet customer service system directly sends the service call information to the client terminal. It is understood that the real-time balance data information may include telephone fee balance, traffic balance, and the balance of the number of minutes of the call in the package, and may also include other real-time balance data information, which is not limited herein.
For example, after receiving a query request sent by the internet customer service system, the big data platform queries 187 x 3355 corresponding historical service case information in a service case database, acquires 187 x 3355 service requests which are sent within 24 hours from the current time and do not acquire corresponding services, returns service case codes and service session information corresponding to the service requests to the internet customer service system, judges that the service requests are processed by traffic oil-in-package according to the service case codes, determines that real-time balance data information needs to be acquired, and sends service session information for processing the traffic oil-in-package and current real-time balance data information of 187 x 3355 to the client terminal; and if the internet customer service system judges that the service request is a customer service staff complaint according to the service case code, determining that real-time balance data information does not need to be acquired, and directly sending service session information corresponding to the customer service staff complaint to the client terminal by the internet customer service system.
The pre-service processing method provided by the embodiment of the invention obtains the number of the user to be served, obtains the service case coding information and the service session information corresponding to the number of the user to be served through the big data platform, obtains the real-time balance data information through the CRM system if the real-time balance data information is required to be obtained according to the service case coding judgment, and sends the service session information and the real-time balance data information to the client terminal, thereby providing pre-service for the client and improving the service efficiency.
On the basis of the above embodiment, further, the service case information further includes service case codes; accordingly, the method further comprises:
sending a query request to the CRM system while sending the query request to a big data platform;
receiving real-time balance data information returned by the CRM system, and storing the real-time balance data information;
judging whether the service call information and the real-time balance data information need to be combined or not according to the service case codes; if so, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal; and if not, sending the service session information to the client terminal and discarding the real-time balance data information.
Specifically, fig. 3 is a schematic flow chart of a pre-service processing method according to another embodiment of the present invention, and as shown in fig. 3, the internet customer service system receives a number of a user to be served, which is sent by the client terminal, and then sends the query request to the big data platform and the CRM system at the same time; the speed of returning real-time balance data information by the CRM system is 1-2s faster than the speed of returning service case information corresponding to the user number to be served by the big data platform, so that the internet customer service system firstly receives the real-time balance data information returned by the CRM system and stores the real-time balance data information; when the internet customer service system receives the service case code and the service session information returned by the big data platform, judging whether the service session information and the real-time balance data information need to be combined or not according to the service case code; if so, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal; and if not, sending the service session information to the client terminal and discarding the real-time balance data information.
For example, the internet customer service system sends a query request to the big data platform and the CRM system at the same time, receives 187 x 3355 real-time balance data information returned by the CRM system, and stores the real-time balance data information; when the service case code and the service session information returned by the big data platform are received, judging and knowing that the service request is handled by a flow oil adding pocket according to the service case code, determining that the service session information and the real-time balance data information need to be combined, and sending the service session information handled by the flow oil adding pocket and 187, 3355 current real-time balance data information to a client terminal; and if the internet customer service system judges that the service request is a customer service personnel complaint according to the service case code, determining that the service session information and the real-time balance data information do not need to be combined, directly sending the service session information corresponding to the customer service personnel complaint to the client terminal by the internet customer service system, and discarding the real-time balance data information.
The pre-service processing method provided by the embodiment of the invention comprises the steps of acquiring a number of a user to be served, sending a query request to a big data platform and a CRM system, temporarily storing real-time balance data information returned by the CRM system, judging whether the service session information and the real-time balance data information need to be combined according to service case codes after receiving service case code information and service session information corresponding to the number of the user to be served, returned by the big data platform, and combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to a client terminal; and if the combination is not needed, the service session information is sent to the client terminal and the real-time balance data information is discarded, so that the pre-service is provided for the client, the processing time of the pre-service is shortened, and the service efficiency is improved.
On the basis of the above embodiment, further, the method further includes:
and if the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is judged and known to be larger than a first preset threshold value and not larger than a second preset threshold value, sending a first instruction to the CRM system so that the CRM system activates a silent SVR service port.
Specifically, the CRM system comprises a plurality of SVR service ports, the query requests are distributed to different SVR service ports according to the processing state of each SVR service port after the query requests are received by the CRM system, the number of the query requests is increased suddenly when the time is in a busy period at the beginning of the month or at the end of the month, and the CRM system has limited processing capacity, if the internet customer service system judges that the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is larger than a first preset threshold value and not larger than a second preset threshold value, then it is determined that the non-silent SVR service ports in the CRM system are already in service saturation, a first instruction is sent to the CRM system so that the CRM system activates the SVR service ports which are silenced in the CRM system, the number of the SVR service ports is increased, and the processing capacity of the CRM system is enhanced. It can be understood that, when the time period is in the middle of the month, the number of the query requests is kept stable basically, and if the time interval from the time when the internet customer service system sends the query request to the time when the real-time balance data information returned by the CRM system is received is not greater than the first preset threshold, the activated silent SVR service port is automatically restored to the silent state, so that resource consumption is avoided. In addition, if the time interval is greater than the second preset threshold but not greater than a third preset threshold, the query request is automatically sent to the CRM system again, and if the number of times of sending the same query request to the CRM system is judged and known to be greater than 3 times, the query request is directly discarded, so that the overall system fault is avoided.
For example, if the time interval from the query request sent by the internet customer service system to the receipt of the real-time balance data information returned by the CRM system is greater than 1 second but not greater than 2 seconds, sending a first instruction to the CRM system to enable the CRM system to activate a silent SVR service port therein; if the time interval does not exceed 1 second, automatically restoring the activated silent SVR service port to a silent state; and if the real-time balance data information returned by the CRM system is not received within 2 seconds after the query request is sent to the CRM system, automatically sending the query request to the CRM system again.
The pre-service processing method provided by the embodiment of the invention obtains the number of the user to be served, obtains the service case coding information and the service session information corresponding to the number of the user to be served through the big data platform, obtains the real-time balance data information through the CRM system, and sends the service session information and the real-time balance data information to the client terminal, thereby providing pre-service for the client, improving the service efficiency, and activating the silent service port according to the preset condition, thereby improving the processing capacity of the CRM system.
On the basis of the above embodiment, further, the method further includes:
and if the time interval from the sending of the query request to the receiving of the real-time balance data information returned by the CRM system is judged to be larger than the third preset threshold value, sending an alarm prompt signal and sending prompt information for obtaining services in other modes to the client terminal.
Specifically, after the CRM system has activated the silent SVR service port, if the internet customer service system determines that the time interval from sending the query request to receiving the real-time balance data information returned by the CRM system is still greater than the third preset threshold, it is determined that all SVR service ports of the CRM system are in a super-saturated state, and at this time, the internet customer service system cannot meet the service requirement, an alarm prompt signal is sent, and prompt information for obtaining services in other manners is sent to the client terminal.
The pre-service processing method provided by the embodiment of the invention comprises the steps of acquiring a number of a user to be served, acquiring service case coding information and service session information corresponding to the number of the user to be served through a big data platform, acquiring real-time balance data information through a CRM system, sending the service session information and the real-time balance data information to a client terminal, providing pre-service for the client, improving service efficiency, prompting the client terminal to obtain service in other modes when judging that the service capability of the internet is saturated through a preset condition, and improving service success rate.
Fig. 4 is a schematic structural diagram of a pre-service processing system according to an embodiment of the present invention, and as shown in fig. 4, the embodiment of the present invention provides a pre-service processing system, including: client terminal 401, internet customer service system 402 and big data platform 403, wherein:
the client terminal 401 is configured to send the acquired user number to be served to the internet client service system 402, and receive pre-service information returned by the internet client service system 402; the pre-service information at least comprises service session information;
the internet customer service system 402 is configured to receive the number of the user to be served, send an inquiry request to the big data platform 403, receive service case information corresponding to the number of the user to be served, which is returned by the big data platform 403, where the service case information at least includes service session information, and send the service session information to the client terminal 401; wherein, the inquiry request carries the number of the user to be served;
the big data platform 403 is configured to receive the query request sent by the internet customer service system 402, query the historical service case of the user number to be served according to the query request, obtain service case information corresponding to the user number to be served according to a first preset rule, and return the service case information to the internet customer service system 402; the historical service cases are pre-stored in the big data platform 403.
Specifically, after a user logs in through an internet channel at a client terminal 401, the client terminal 401 acquires a number of a user to be served of the user, and sends the number to be served to an internet customer service system 402, the internet customer service system 402 receives the number of the user to be served, and sends an inquiry request to a big data platform 403, the inquiry request carries the number of the user to be served, after receiving the inquiry request, the big data platform 403 inquires historical service case information corresponding to the number of the user to be served, acquires service case information of the number of the user to be served according to a first preset rule, and returns the service case information to the internet customer service system 402, the internet customer service system 402 receives the service case information, and the internet customer service system 402 sends service case information included in the received service case information to the client terminal, providing pre-services to customers.
It can be understood that the internet channel may be an online business hall, a wechat client, a china mobile APP, or other internet channels, which is not specifically limited herein; the service case information at least includes service session information, and may further include a service case code corresponding to the service session information, which is not specifically limited herein.
The pre-service processing system provided by the embodiment of the invention provides pre-service for the customer by acquiring the number of the user to be served, acquiring the service case information corresponding to the number of the user to be served through the big data platform and sending the service call information included in the service case information to the customer terminal, thereby improving the service efficiency.
On the basis of the foregoing embodiment, further, the service information further includes a service case code, fig. 5 is a schematic structural diagram of a pre-service processing system according to another embodiment of the present invention, as shown in fig. 5, the system further includes a CRM system 504 on the basis of a client terminal 501, an internet customer service system 502, and a big data platform 503, and the client terminal 501 and the big data platform 503 are consistent with the client terminal 401 and the big data platform 403 in the foregoing embodiment, where:
the internet customer service system 502 is further configured to send the query request to the CRM system 504 if it is determined according to the service case code that it is necessary to obtain real-time balance data information, receive the real-time balance data information returned by the CRM system 504, combine the service session information and the real-time balance data information, and send the combined information to the client terminal 501;
the CRM system 504 is configured to receive an inquiry request sent by the internet customer service system, obtain real-time balance data information of the number of the user to be served according to the inquiry request, and return the real-time balance data information to the internet customer service system.
Specifically, the internet customer service system 502 receives a number of a user to be served sent by the client terminal 501 and sends the query request carrying the number of the user to be served to the big data platform 503, the service case information returned by the big data platform 503 further includes a service case code, and after receiving the service case code and the service session information, the internet customer service system 502 judges whether real-time balance data information needs to be acquired according to the service case code; if so, sending the query request to a CRM system 504, wherein the query request also carries the number of the user to be served, the CRM system 504 returns real-time balance data information of the number of the user to be served to an internet customer service system 502 after receiving the query request, and the internet customer service system 502 receives the real-time balance data information, combines the service session information and the real-time balance data information and sends the combined information to a client terminal 501; if not, the internet customer service system 502 directly transmits the service session information to the client terminal 501. It is understood that the real-time balance data information may include telephone fee balance, traffic balance, and the balance of the number of minutes of the call in the package, and may also include other real-time balance data information, which is not limited herein.
The pre-service processing system provided by the embodiment of the invention acquires the number of the user to be served, acquires the service case code information and the service session information corresponding to the number of the user to be served through the big data platform, acquires the real-time balance data information through the CRM system if the real-time balance data information is required to be acquired according to the service case code judgment, and transmits the service session information and the real-time balance data information to the client terminal, thereby providing pre-service for the client and improving the service efficiency.
On the basis of the foregoing embodiment, further, the service information further includes a service case code, fig. 6 is a schematic structural diagram of a pre-service processing system according to another embodiment of the present invention, as shown in fig. 6, the system further includes a CRM system 604 on the basis of a client terminal 601, an internet customer service system 602, and a big data platform 603, and the client terminal 601 and the big data platform 603 are consistent with the client terminal 401 and the big data platform 403 in the foregoing embodiment, where:
the internet customer service system 602 comprises an intelligent control module 605, which is used for sending the query request to the big data platform 603 and the CRM system 604 at the same time; receiving real-time balance data information returned by the CRM system 604, and storing the real-time balance data information; judging whether the service call information and the real-time balance data information need to be combined or not according to the service case codes; if necessary, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal 601; if not, the service session information is sent to the client terminal 601 and the real-time balance data information is discarded;
the CRM system 604 is configured to receive an inquiry request sent by the internet customer service system 602, obtain real-time balance data information of the number of the user to be served according to the inquiry request, and return the real-time balance data information to the internet customer service system 602.
Specifically, after the internet customer service system 602 receives the number of the user to be served sent by the client terminal 601, the intelligent control module 605 simultaneously sends the query request to the big data platform 603 and the CRM system 604; because the speed of returning the real-time balance data information by the CRM system 604 is 1-2s faster than the speed of the service case information corresponding to the user number to be served, which is returned by the big data platform 603, the intelligent control module 605 receives the real-time balance data information returned by the CRM system 604 first and stores the real-time balance data information; when the intelligent control module 605 receives the service case code and the service session information returned by the big data platform, whether the service session information and the real-time balance data information need to be combined is judged according to the service case code; if necessary, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal 601; if not, the service session information is sent to the client terminal 601 and the real-time balance data information is discarded.
The pre-service processing system provided by the embodiment of the invention acquires a number of a user to be served, simultaneously sends a query request to a big data platform and a CRM system, temporarily stores real-time balance data information returned by the CRM system, and after receiving service case coding information and service session information corresponding to the number of the user to be served, returned by the big data platform, if the service session information and the real-time balance data information need to be combined according to the service case coding judgment, combines the service session information and the real-time balance data information and sends the combined service session information and the real-time balance data information to the client terminal; and if the combination is not needed, the service session information is sent to the client terminal and the real-time balance data information is discarded, so that the pre-service is provided for the client, the processing time of the pre-service is shortened, and the service efficiency is improved.
In the above embodiment, the internet customer service system is further configured to:
and if the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is judged and known to be larger than a first preset threshold value and not larger than a second preset threshold value, sending a first instruction to the CRM system so that the CRM system activates a silent SVR service port.
Specifically, the CRM system comprises a plurality of SVR service ports, the query requests are distributed to different SVR service ports according to the processing state of each SVR service port after the query requests are received by the CRM system, the number of the query requests is increased suddenly when the time is in a busy period at the beginning of the month or at the end of the month, and the CRM system has limited processing capacity, if the internet customer service system judges that the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is larger than a first preset threshold value and not larger than a second preset threshold value, then it is determined that the non-silent SVR service ports in the CRM system are already in service saturation, a first instruction is sent to the CRM system so that the CRM system activates the SVR service ports which are silenced in the CRM system, the number of the SVR service ports is increased, and the processing capacity of the CRM system is enhanced. It can be understood that, when the time period is in the middle of the month, the number of the query requests is kept stable basically, and if the time interval from the time when the internet customer service system sends the query request to the time when the real-time balance data information returned by the CRM system is received is not greater than the first preset threshold, the activated silent SVR service port is automatically restored to the silent state, so that resource consumption is avoided. In addition, if the time interval is judged to be larger than the second threshold but not larger than a third threshold, the query request is automatically sent to the CRM system again, and if the number of times of sending the same query request to the CRM system is larger than 3 times, the query request is directly discarded, so that the overall system fault is avoided.
The pre-service processing system provided by the embodiment of the invention acquires the number of the user to be served, acquires the service case coding information and the service session information corresponding to the number of the user to be served through the big data platform, acquires the real-time balance data information through the CRM system, and sends the service session information and the real-time balance data information to the client terminal, thereby providing pre-service for the client, improving the service efficiency, and activating the silent service port according to the preset condition, thereby improving the processing capacity of the CRM system.
In the above embodiment, the internet customer service system is further configured to:
and if the time interval from the sending of the query request to the receiving of the real-time balance data information returned by the CRM system is larger than a second preset threshold value, sending an alarm prompt signal and sending prompt information for obtaining services in other modes to the client terminal.
Specifically, after the CRM system has activated the silent SVR service port, the internet customer service system determines that a time interval from sending the query request to the CRM system to receiving the real-time balance data information returned by the CRM system is greater than the third preset threshold, determines that all SVR service ports of the CRM system are in a super-saturated state, and sends an alarm prompt signal and sends prompt information for obtaining services in other manners to the client terminal when the internet customer service system cannot meet the service requirement.
The pre-service processing system provided by the embodiment of the invention acquires the number of the user to be served, acquires the service case coding information and the service session information corresponding to the number of the user to be served through the big data platform, acquires the real-time balance data information through the CRM system, and sends the service session information and the real-time balance data information to the client terminal, thereby providing pre-service for the client, improving the service efficiency, and prompting the client terminal to obtain service through other modes when judging that the service capability of the internet is saturated through the preset condition, thereby improving the service success rate.
The embodiment of the pre-service processing system provided by the present invention may be specifically configured to execute the processing flows of the above method embodiments, and the functions of the embodiment are not described herein again, and refer to the detailed description of the above method embodiments.
Fig. 7 is a schematic physical structure diagram of a server according to an embodiment of the present invention, and as shown in fig. 7, the server may include: a processor (processor)701, a memory (memory)702, and a bus 703, wherein the processor 701 and the memory 702 communicate with each other via the bus 703. The processor 701 may call logic instructions in the memory 702 to perform the following method: receiving a number of a user to be served, which is sent by a client terminal; sending a query request to a big data platform; the inquiry request carries the number of the user to be served; receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform; the service case information at least comprises service call information; and sending the service call information to the client terminal.
An embodiment of the present invention discloses a computer program product, which includes a computer program stored on a non-transitory computer readable storage medium, the computer program including program instructions, when the program instructions are executed by a computer, the computer can execute the methods provided by the above method embodiments, for example, the method includes: receiving a number of a user to be served, which is sent by a client terminal; sending a query request to a big data platform; the inquiry request carries the number of the user to be served; receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform; the service case information at least comprises service call information; and sending the service call information to the client terminal.
Embodiments of the present invention provide a non-transitory computer-readable storage medium, which stores computer instructions, where the computer instructions cause the computer to perform the methods provided by the above method embodiments, for example, the methods include: receiving a number of a user to be served, which is sent by a client terminal; sending a query request to a big data platform; the inquiry request carries the number of the user to be served; receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform; the service case information at least comprises service call information; and sending the service call information to the client terminal.
In addition, the logic instructions in the memory 703 can be implemented in the form of software functional units and stored in a computer readable storage medium when the software functional units are sold or used as independent products. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above-described embodiments of the pre-service processing system are merely illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A method for pre-service processing, comprising
Receiving a number of a user to be served, which is sent by a client terminal; the number of the user to be served is the number of the user to be served of the client, which is acquired by the client terminal after the user logs in the client terminal through an internet channel;
sending a query request to a big data platform; the inquiry request carries the number of the user to be served;
receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform; the service case information at least comprises service call information; the service session information is service session information corresponding to a service request which is sent by the client terminal within a preset time length from the current time and does not obtain corresponding services;
and sending the service call information to the client terminal.
2. The method of claim 1, wherein the service-case information further comprises a service-case code; accordingly, the method further comprises:
and if the fact that real-time balance data information needs to be acquired is judged and obtained according to the service case code, sending the query request to a CRM system, receiving the real-time balance data information returned by the CRM system, and combining the service session information and the real-time balance data information and then sending the combined information to a client terminal.
3. The method of claim 1, wherein the service-case information further comprises a service-case code; accordingly, the method further comprises:
sending a query request to a CRM system while sending the query request to a big data platform;
receiving real-time balance data information returned by the CRM system, and storing the real-time balance data information;
judging whether the service call information and the real-time balance data information need to be combined or not according to the service case codes; if so, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal; and if not, sending the service session information to the client terminal and discarding the real-time balance data information.
4. A method according to claim 2 or 3, characterized in that the method further comprises:
and if the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is judged and known to be larger than a first preset threshold value and not larger than a second preset threshold value, sending a first instruction to the CRM system so that the CRM system activates a silent SVR service port.
5. A method according to claim 2 or 3, characterized in that the method further comprises:
and if the time interval from the sending of the query request to the receiving of the real-time balance data information returned by the CRM system is judged to be larger than a third preset threshold value, sending an alarm prompt signal and sending prompt information for obtaining services in other modes to the client terminal.
6. A pre-service processing system is characterized by comprising a client terminal, an Internet customer service system and a big data platform, wherein:
the client terminal is used for sending the acquired user number to be served to the Internet client service system and receiving the pre-service information returned by the Internet client service system; the pre-service information at least comprises service session information; the number of the user to be served is the number of the user to be served of the client, which is acquired by the client terminal after the user logs in the client terminal through an internet channel; the service call information is the service call information corresponding to the service request which is sent by the client terminal within a preset time length from the current time and does not obtain the corresponding service;
the Internet customer service system is used for receiving the number of the user to be served, sending a query request to a big data platform, receiving service case information corresponding to the number of the user to be served, which is returned by the big data platform, wherein the service case information at least comprises service call information, and sending the service call information to a client terminal; wherein, the inquiry request carries the number of the user to be served;
the big data platform is used for receiving the query request sent by the internet customer service system, querying the historical service case of the number of the user to be served according to the query request, acquiring service case information corresponding to the number of the user to be served according to a first preset rule, and returning the service case information to the internet customer service system; the historical service cases are pre-stored in the big data platform.
7. The system of claim 6, wherein the service information further comprises a service case code, the system further comprising a CRM system, wherein:
the Internet customer service system is also used for sending the query request to a CRM system if real-time balance data information needing to be acquired is judged and obtained according to the service case code, receiving the real-time balance data information returned by the CRM system, and combining the service session information and the real-time balance data information and then sending the combined information to a client terminal;
the CRM system is used for receiving an inquiry request sent by the Internet customer service system, acquiring real-time balance data information of the number of the user to be served according to the inquiry request, and returning the real-time balance data information to the Internet customer service system.
8. The system of claim 6, wherein the service information further comprises a service case code, the system further comprising a CRM system, wherein:
the Internet customer service system comprises an intelligent control module, a query request sending module and a CRM system, wherein the intelligent control module is used for sending the query request to the big data platform and the CRM system at the same time; receiving real-time balance data information returned by the CRM system, and storing the real-time balance data information; judging whether the service call information and the real-time balance data information need to be combined or not according to the service case codes; if so, combining the service session information and the real-time balance data information and then sending the combined service session information and the real-time balance data information to the client terminal; if not, sending the service session information to the client terminal and discarding the real-time balance data information;
the CRM system is used for receiving a query request generated by the Internet customer system, acquiring real-time balance data information of the number of the user to be served according to the query request, and returning the real-time balance data information to the Internet customer service system.
9. The system of claim 7 or 8, wherein the internet customer service system is further configured to:
and if the time interval from the query request sent to the CRM system to the real-time balance data information returned by the CRM system is judged and known to be larger than a first preset threshold value and not larger than a second preset threshold value, sending a first instruction to the CRM system so that the CRM system activates a silent SVR service port.
10. The system of claim 7 or 8, wherein the networked customer service system is further configured to:
and if the time interval from the sending of the query request to the receiving of the real-time balance data information returned by the CRM system is judged to be larger than a third preset threshold value, sending an alarm prompt signal and sending prompt information for obtaining services in other modes to the client terminal.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611033505.3A CN108076119B (en) | 2016-11-14 | 2016-11-14 | A kind of pre-service processing method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611033505.3A CN108076119B (en) | 2016-11-14 | 2016-11-14 | A kind of pre-service processing method and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN108076119A CN108076119A (en) | 2018-05-25 |
| CN108076119B true CN108076119B (en) | 2021-04-02 |
Family
ID=62161294
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201611033505.3A Active CN108076119B (en) | 2016-11-14 | 2016-11-14 | A kind of pre-service processing method and system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN108076119B (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110138980B (en) * | 2019-04-15 | 2021-11-26 | 平安普惠企业管理有限公司 | Intelligent outbound method, device, storage medium and server |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103377432A (en) * | 2012-04-16 | 2013-10-30 | 殷程 | Intelligent customer service marketing analysis system |
| CN105512901A (en) * | 2015-12-24 | 2016-04-20 | 上海携程商务有限公司 | Customer service automatic providing system and method |
| CN106027598A (en) * | 2016-04-28 | 2016-10-12 | 北京奇虎科技有限公司 | Service information display processing method and system, and server |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6983044B2 (en) * | 2001-06-27 | 2006-01-03 | Tenant Tracker, Inc. | Relationship building method for automated services |
| CN105512153A (en) * | 2014-10-20 | 2016-04-20 | 中国电信股份有限公司 | Method and device for service provision of online customer service system, and system |
-
2016
- 2016-11-14 CN CN201611033505.3A patent/CN108076119B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103377432A (en) * | 2012-04-16 | 2013-10-30 | 殷程 | Intelligent customer service marketing analysis system |
| CN105512901A (en) * | 2015-12-24 | 2016-04-20 | 上海携程商务有限公司 | Customer service automatic providing system and method |
| CN106027598A (en) * | 2016-04-28 | 2016-10-12 | 北京奇虎科技有限公司 | Service information display processing method and system, and server |
Also Published As
| Publication number | Publication date |
|---|---|
| CN108076119A (en) | 2018-05-25 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN109152095B (en) | Wireless network connection method for terminal | |
| US10542480B2 (en) | Pausing functions of an assistant device during an active telephone call | |
| CN111147677B (en) | Call center system | |
| CN111010527B (en) | Method and related device for establishing video call through short message link | |
| CN109152094B (en) | Wireless network connection method for terminal | |
| CN109246741B (en) | Wireless network connection method for terminal | |
| US9900837B2 (en) | Multi-channel communications for sending push notifications to mobile devices | |
| US11272325B2 (en) | System and method for communicating through multiple endpoints | |
| US8559616B2 (en) | Method and system for controlling establishment of communication channels in a contact center | |
| KR102638566B1 (en) | Control of incoming calls based on call settings | |
| CN111200606A (en) | Deep learning model task processing method, system, server and storage medium | |
| WO2019227623A1 (en) | Method and apparatus for processing data of call platforms, device, and storage medium | |
| CN103327199A (en) | Method, device and system for achieving out calling | |
| US20150067066A1 (en) | Provisioning Communication Services using Proxy Server in a Cloud | |
| US20090010419A1 (en) | System, Method, And Logic For Determining Presence Status According To The Location Of Endpoints | |
| WO2014208617A1 (en) | Push-type information transmission device, push-type information transmission method, and program | |
| CN108076119B (en) | A kind of pre-service processing method and system | |
| CN110138984B (en) | Outbound method and device, electronic equipment and computer readable medium | |
| CN111625375A (en) | Account reservation method and device, storage medium and electronic equipment | |
| WO2017186271A1 (en) | Method and managing module for managing voice data generated by a call managing system | |
| CN116347422A (en) | Target customer determination method, device and storage medium | |
| CN115460165A (en) | Multi-channel service access method, device, equipment and readable storage medium | |
| CN110830662B (en) | Outbound telephone data generation method and device | |
| CN113194026A (en) | Message processing method and device | |
| TW201608510A (en) | Web server and network connection method thereof |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |