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CN114020412A - A message processing method, apparatus, device and storage medium - Google Patents

A message processing method, apparatus, device and storage medium Download PDF

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Publication number
CN114020412A
CN114020412A CN202111300257.5A CN202111300257A CN114020412A CN 114020412 A CN114020412 A CN 114020412A CN 202111300257 A CN202111300257 A CN 202111300257A CN 114020412 A CN114020412 A CN 114020412A
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China
Prior art keywords
customer service
message
information
customer
client
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CN202111300257.5A
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CN114020412B (en
Inventor
刘雷雷
刘宝
程银磊
徐敏
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Shanghai Pudong Development Bank Co Ltd
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Shanghai Pudong Development Bank Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/455—Emulation; Interpretation; Software simulation, e.g. virtualisation or emulation of application or operating system execution engines
    • G06F9/45533—Hypervisors; Virtual machine monitors
    • G06F9/45558—Hypervisor-specific management and integration aspects
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/54—Interprogram communication
    • G06F9/546—Message passing systems or structures, e.g. queues
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/455—Emulation; Interpretation; Software simulation, e.g. virtualisation or emulation of application or operating system execution engines
    • G06F9/45533—Hypervisors; Virtual machine monitors
    • G06F9/45558—Hypervisor-specific management and integration aspects
    • G06F2009/4557—Distribution of virtual machine instances; Migration and load balancing

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  • Engineering & Computer Science (AREA)
  • Software Systems (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

The invention discloses a message processing method, a message processing device, message processing equipment and a storage medium. The method comprises the following steps: the method comprises the following steps that a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information; the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the customer server system acquires the second message from the distributed cluster according to second subscription information.

Description

Message processing method, device, equipment and storage medium
Technical Field
The embodiment of the invention relates to the technical field of computers, in particular to a message processing method, a message processing device, message processing equipment and a storage medium.
Background
Under the internet financial background, the remote online customer service platform can provide a one-to-many interaction mode, support and integrate contents such as intelligent service, multimedia service and the like, provide richer service channels for customers and fully meet the customer requirements. At present, most remote online customer service platforms are based on a browser/server mode and are mainly divided into four parts: the client access terminal provides an entrance for accessing a remote online platform for a client, and performs primary processing and recording on related information of the client; secondly, the customer service access end provides a customer service platform for customer service personnel, and supports the customer service personnel to process customer requirements such as character exchange, video verification and the like in real time on line; thirdly, a client scheduling and message communication part provides functions of client queuing, client service personnel allocation, message management service and the like; and fourthly, the online customer service management terminal provides functions of role and personnel management, parameter configuration, visitor record look-up after the fact and the like for the manager.
The existing realization mode of the remote online customer service platform establishes contact with a background system by adopting an interface calling mode based on an HTTP protocol in a client access part; and the customer service access part realizes the communication between the browser and the background system based on a Socket interface provided by the JavaApplet and Java. The JavaApplet is a small application program written by Java language, can be directly embedded into a browser webpage for running, and then completes communication with a server end through a Socket interface provided by Java. When the client is dispatched, the client service personnel are distributed by adopting a first-come-first-serve or longest waiting time priority mode, the session information is stored in a local memory of the server, the message management adopts JMS message management service, and JMS is a Java message service application program interface and is used for providing the functions of generating, sending and receiving messages between Java application programs.
The main advantages of the existing implementation mode of the remote online platform are that the function is simple and direct, but the limitation is large, the expandability is poor, and the requirement change of practical application is difficult to adapt. The existing remote online platform mainly has the following problems:
1. the client service access part realizes the communication between the browser and the background system based on the JavaApplet, and the JavaApplet is a technology which tends to eliminate the past service, and supports the JavaApplet to install the JVM plug-in at the browser end, thereby increasing the use cost of the system.
2. Based on a first-come-first-serve or longest-wait-time-first customer scheduling mode, only single attributes of customers are considered, targeted scheduling for customers of different levels is lacked, and differences of service efficiency of different customer service staff are not considered.
3. The client and the session information are stored in the local memory of the server and can only be used by the current server, and information sharing can not be realized among a plurality of servers, so that the usability and the expandability of the system are limited.
4. The method between each module is called in an RMI mode, the coupling is high, and the modular upgrading and reconstruction are difficult to perform independently.
Disclosure of Invention
Embodiments of the present invention provide a message processing method, an apparatus, a device, and a storage medium, which solve the problems of high system cost, high coupling, and incapability of implementing information sharing among multiple servers, and limiting availability and extensibility of a system, and also solve the problems of lack of targeted scheduling for clients of different levels and lack of difference in service efficiency between different customer service staff due to consideration of a single attribute of a client, and can improve system performance, and availability and extensibility of a system.
In a first aspect, an embodiment of the present invention provides a message processing method, including:
the method comprises the following steps that a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information;
the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the customer server system acquires the second message from the distributed cluster according to second subscription information.
Further, before the core system receives the first message sent by the client system and the second message sent by the client system, the method further includes:
the core system acquires a client access instruction sent by at least one client system, wherein the client access instruction comprises: interface information and customer information;
the core system determines a customer grade according to the customer information;
and the core system determines target customer service according to the customer grade and the interface information.
Further, the core system determines the target customer service according to the customer level and the interface information, and includes:
the core system determines a target skill customer service group according to the interface information;
and selecting the target customer service in the target skill customer service group according to the customer grade.
Further, the core system determines a target skill customer service group according to the interface information, including:
if the interface information carries a financial identification, the core system determines the financial skill customer service group as a target skill customer service group;
and if the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as a target skill customer service group.
Further, the method also comprises the following steps:
the method comprises the following steps that a core system acquires a customer service end system and establishes at least two skill customer service groups in advance, wherein each skill customer service group comprises: and if the same skill customer service group comprises at least two customer services, determining the service priority of each customer service according to the customer service information.
Further, the method also comprises the following steps:
the core system receives a customer service state information modification instruction sent by the customer service end system, and modifies the customer service state to a target state corresponding to the customer service state information modification instruction according to the customer service state information modification instruction;
after a customer service state modification success instruction is sent to the customer service end system, the core system receives a query instruction started by the customer service end system;
the core system determines the customer service state information to be in a first state according to the query instruction;
if the first state is the same as the target state, the customer service end system determines that the customer service state is successfully modified;
and if the first state is different from the target state, sending a modification instruction to the customer service end system so that the customer service end system modifies the customer service state information into the target state.
In a second aspect, an embodiment of the present invention further provides a message processing apparatus, where the apparatus includes: a core system, the core system comprising: the device comprises a receiving module and a storage module;
the receiving module is configured to receive a first message sent by a client system and a second message sent by a client system, where the first message includes: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information;
the storage module is configured to store the first message and the second message in a distributed cluster, so that the client system obtains the first message from the distributed cluster according to first subscription information, and the client system obtains the second message from the distributed cluster according to second subscription information.
Further, the core system further includes: the device comprises an acquisition module, a first determination module and a second determination module;
the obtaining module is configured to obtain, before a core system receives a first message sent by a client system and a second message sent by a client system, at least one client access instruction sent by the client system, where the client access instruction includes: interface information and customer information;
the first determining module is used for determining the customer grade according to the customer information;
and the second determining module is used for determining the target customer service according to the customer grade and the interface information.
In a third aspect, an embodiment of the present invention further provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement the message processing method according to any one of the embodiments of the present invention.
In a fourth aspect, the embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, and the computer program, when executed by a processor, implements the message processing method according to any one of the embodiments of the present invention.
The embodiment of the invention receives a first message sent by a client system and a second message sent by a customer service system through a core system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information; the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the client system acquires the second message from the distributed cluster according to second subscription information, thereby solving the problems of high system cost, high coupling, incapability of realizing information sharing among a plurality of servers and limitation on the availability and expandability of the system, and also solving the problems of only considering single attribute of a client, lack of targeted scheduling on clients of different levels and no consideration on difference of service efficiency of different client personnel, and improving the system performance, the availability and the expandability of the system.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
Fig. 1 is a flowchart of a message processing method in an embodiment of the present invention;
FIG. 1a is a schematic diagram of the general architecture of a remote online customer service platform in an embodiment of the invention;
FIG. 1b is a diagram of the overall architecture of a message interaction system in an embodiment of the present invention;
FIG. 1c is a block diagram of a general architecture of a cache system according to an embodiment of the present invention;
FIG. 1d is a diagram of a customer scheduling algorithm in an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a message processing apparatus in an embodiment of the present invention;
fig. 3 is a schematic structural diagram of an electronic device in an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a computer-readable storage medium containing a computer program in an embodiment of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures. In addition, the embodiments and features of the embodiments in the present invention may be combined with each other without conflict.
Before discussing exemplary embodiments in more detail, it should be noted that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although a flowchart may describe the operations (or steps) as a sequential process, many of the operations can be performed in parallel, concurrently or simultaneously. In addition, the order of the operations may be re-arranged. The process may be terminated when its operations are completed, but may have additional steps not included in the figure. The processes may correspond to methods, functions, procedures, subroutines, and the like. In addition, the embodiments and features of the embodiments in the present invention may be combined with each other without conflict.
The term "include" and variations thereof as used herein are intended to be open-ended, i.e., "including but not limited to". The term "based on" is "based, at least in part, on". The term "one embodiment" means "at least one embodiment".
It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures. Meanwhile, in the description of the present invention, the terms "first", "second", and the like are used only for distinguishing the description, and are not to be construed as indicating or implying relative importance.
Fig. 1 is a flowchart of a message processing method according to an embodiment of the present invention, where the present embodiment is applicable to a message processing situation, and the method may be executed by a message processing apparatus according to an embodiment of the present invention, where the message processing apparatus may be implemented in a software and/or hardware manner, as shown in fig. 1, the message processing method specifically includes the following steps:
s110, a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information.
For example, if the first customer identifier and the second customer identifier are for a one-pass session, the first customer identifier and the second customer identifier are the same, and the first customer identifier and the second customer identifier are the same, if the first customer identifier and the second customer identifier are for a different session, the first customer identifier and the second customer identifier are the same, or different, and the first customer identifier and the second customer identifier are the same, or different.
The first session information is the text information which is sent by the client system and is input when a client chats online and customer service, and the second session information is the text information which is sent by the customer service system and is input when the customer service answers a client question online.
Specifically, before the core system receives the first message sent by the client system and the second message sent by the client system, the method further includes: the core system acquires a client access instruction sent by at least one client system, wherein the client access instruction comprises: interface information and customer information; the core system determines a customer grade according to the customer information; and the core system determines target customer service according to the customer grade and the interface information. And the core system sends the client identification and the customer service identification corresponding to the target customer service to the client system and the customer service system. And the client system acquires the first message from the distributed cluster according to the client identifier and the client identifier corresponding to the target client service, and the client system acquires the second message from the distributed cluster according to the client identifier and the client identifier corresponding to the target client service.
S120, the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the customer server system acquires the second message from the distributed cluster according to second subscription information.
The first subscription information may be a client identifier and a customer service identifier determined by the core system according to the client access instruction. For example, the client access instruction carries a client identifier and interface information, and the client service identifier is determined according to the interface information. Or, the client access instruction carries client information and interface information, where the client information includes: and the customer identification is used for determining the customer grade according to the customer information and determining the customer service identification according to the customer grade and the interface information.
Specifically, the way for the core system to store the first message and the second message in the distributed cluster may be: and the core system stores the first message and the second message to a message queue through message queue middleware, and stores the message queue to a distributed cluster.
Specifically, the client system and the client system respectively send messages to the core system, the core system generates messages to the message queue, the client system and the client system respectively consume respective subscribed messages to perform related processing, in addition, the client system also consumes internal messages produced by the client system per se to perform state synchronization and the like, through the message queue middleware, the systems are interacted through messages, the coupling among the systems is reduced, and the client system ensures the accuracy of the seat state through a write-back mechanism of self-receiving internal messages.
Optionally, before the core system receives the first message sent by the client system and the second message sent by the client system, the method further includes:
the core system acquires a client access instruction sent by at least one client system, wherein the client access instruction comprises: interface information and customer information;
the core system determines a customer grade according to the customer information;
and the core system determines target customer service according to the customer grade and the interface information.
The manner of determining the customer grade according to the customer information by the core system may be: inquiring a database according to the customer identification to obtain a customer grade corresponding to the customer identification; the mode of the core system determining the customer grade according to the customer information can also be as follows: the database is queried according to the customer information to obtain the customer grade corresponding to the customer information, which is not limited in the embodiment of the present invention.
The method for determining the target customer service by the core system according to the customer level and the interface information may be: and the core system determines a target skill customer service group according to the interface information, and selects the target customer service in the target skill customer service group according to the customer grade. The method for the core system to determine the target customer service according to the customer level and the interface information can also be as follows: the core system determines a target skill customer service group according to the interface information, and determines the target customer service according to the priority of the customer service for the skill group, the maximum number of customer service receptions in the skill group and the customer level, which is not limited in the embodiment of the invention.
Specifically, as shown in fig. 1a, the generation manner of the client access instruction may be: after the customer enters through the internet bank, generating an access instruction; the generation mode of the client access instruction can also be as follows: after a client enters through a visitor entrance, generating an access instruction; the generation mode of the client access instruction can also be as follows: after entering through a mobile phone APP, a user generates an access instruction; the generation mode of the client access instruction can also be as follows: after entering through the chat application, the user generates an access instruction; the generation mode of the client access instruction can also be as follows: and after entering through the VTM, the user generates an access instruction. The client access instruction comprises: the core system schedules clients according to the client grades and the interface information and determines client service identifications corresponding to client access instructions.
In an example, as shown in fig. 1b and fig. 1c, an embodiment of the present invention provides a cache system based on Redis and a Session sharing design scheme, where a client server system obtains a client server chat message from a Redis cluster; the core system stores the seat state information, the client information, the skill group information, the queuing information and the session information in a distributed cluster, and utilizes the characteristic of a Redis single thread to realize distributed locking by using a package Redisson frame; other systems such as a customer service system, a management system and the like use Redis to store agent login information and authentication information, cache hot spot data and reduce database access. The client system, the client server system and the management system store the Session information in the Redis, Session sharing is achieved, the browser requests any one server to acquire the Session information under a distributed environment, and the problem that the Session of a traditional web system cannot be shared is solved. All information stored in Redis is set with expiration time, so that excessive memory occupation caused by that the application cannot be deleted is prevented, and meanwhile, Redis data is persisted to a disk by using a Redis persistence mechanism, so that accidental data loss is prevented.
Optionally, the determining, by the core system, the target customer service according to the customer level and the interface information includes:
the core system determines a target skill customer service group according to the interface information;
and selecting the target customer service in the target skill customer service group according to the customer grade.
Specifically, the manner of selecting the target customer service in the target skill customer service group according to the customer level may be: if the number of the target skill customer service groups is one, directly selecting the target customer service with the highest priority in the target skill customer service groups according to the customer level; and if the number of the target skill customer service groups is two, determining the corresponding relation between the customer service and the customers according to the priority of the customer service aiming at the two target skill customer service groups and the number of the customers which can be received by the customer service in the target skill customer service group at most.
Optionally, the determining, by the core system, the target skill customer service group according to the interface information includes:
if the interface information carries a financial identification, the core system determines the financial skill customer service group as a target skill customer service group;
and if the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as a target skill customer service group.
Optionally, the method further includes:
the method comprises the following steps that a core system acquires a customer service end system and establishes at least two skill customer service groups in advance, wherein each skill customer service group comprises: and if the same skill customer service group comprises at least two customer services, determining the service priority of each customer service according to the customer service information.
Optionally, the method further includes:
the core system receives a customer service state information modification instruction sent by the customer service end system, and modifies the customer service state to a target state corresponding to the customer service state information modification instruction according to the customer service state information modification instruction;
after a customer service state modification success instruction is sent to the customer service end system, the core system receives a query instruction started by the customer service end system;
the core system determines the customer service state information to be in a first state according to the query instruction;
if the first state is the same as the target state, the customer service end system determines that the customer service state is successfully modified;
and if the first state is different from the target state, sending a modification instruction to the customer service end system so that the customer service end system modifies the customer service state information into the target state.
Specifically, a client system sends a customer service state information modification instruction to a core system, the customer service state is modified to a target state corresponding to the customer service state information modification instruction according to the customer service state information modification instruction, after the core system sends a customer service state modification success instruction to the customer service system, the core system receives an inquiry instruction started by the customer service system, if the customer service state information is the same as the target state, the customer service state modification is successful, and if the customer service state information is different from the target state, the customer service end modifies the customer service state information to the target state.
In an example, as shown in fig. 1d, if a skill set, B skill set, and C skill set are simultaneously each incoming 3 customers, skill set incoming line priority a is 2, B and C are 1, a skill set incoming line priority > B skill set incoming line priority and C skill set incoming line priority, and B skill set incoming line priority and C skill set incoming line priority are the same. 2. Agent skill set service receptivity: 1 agent of skill group A can take care of 3 customers, 1 agent of skill group B can take care of 2 customers, and 1 agent of skill group C can take care of 1 customer. So 3 customers of skill set a will be assigned a priority to the server side up, followed by B and C. If the first seat belongs to the skill group A and the skill group B, the service priority of the first seat for the skill group A is higher than that of the first seat for the skill group B, and one seat in the skill group A can receive 3 customers, the service condition of the first seat is as follows: and 3 customers of the skill group A are received, if the second seat belongs to the skill group B and the skill group C, the service priority of the second seat for the skill group B is higher than that of the second seat for the skill group C, one seat in the skill group B can receive 2 customers, one seat in the skill group C can receive 1 customer, and the service condition of the second seat is as follows: 2 customers of reception skill group B, if agent C belongs to skill group A, skill group B and skill group C, the service priority of agent C to skill group C is higher than that of agent C to skill group B, the service priority of agent C to skill group B is higher than that of agent C to skill group A, and the incoming line service condition of agent C is as follows: one customer of reception skill set C, one customer of reception skill set B.
The embodiment of the invention provides a customer scheduling algorithm based on customer service skill priority and skill service priority. The online customer service personnel can configure a plurality of skill groups, a one-to-many mode is adopted when external service is carried out, each skill group can have different skill priorities, meanwhile, different service priorities are provided for each customer service, and the service efficiency of the customer service personnel can be improved by reasonably utilizing the different priorities. The customer service skill priority refers to that when the telephone traffic is busy, the conversation of the skill group with high priority is preferentially distributed to the seats under the condition that a plurality of skill queues are queued at the same time, and the priority takes the skill group as a dimension. The skill service priority refers to that when the telephone traffic is busy and a plurality of skills are queued, the system distributes the telephone traffic to the seat end according to the priority of the skills possessed by the seat, and the priority takes customer service personnel as the dimension.
According to the technical scheme of the embodiment, a core system is used for receiving a first message sent by a client system and a second message sent by a client system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information; the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the client system acquires the second message from the distributed cluster according to second subscription information, thereby solving the problems of high system cost, high coupling, incapability of realizing information sharing among a plurality of servers and limitation on the availability and expandability of the system, and also solving the problems of only considering single attribute of a client, lack of targeted scheduling on clients of different levels and no consideration on difference of service efficiency of different client personnel, and improving the system performance, the availability and the expandability of the system.
Fig. 2 is a schematic structural diagram of a message processing apparatus according to an embodiment of the present invention. The present embodiment may be applied to the case of message processing, where the message processing apparatus may be implemented in a software and/or hardware manner, and the apparatus may be integrated in any device that provides a message processing function, as shown in fig. 2, where the message processing apparatus specifically includes: a core system, the core system comprising: a receiving module 210 and a storing module 220.
The receiving module is configured to receive a first message sent by a client system and a second message sent by a client system, where the first message includes: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information;
the storage module is configured to store the first message and the second message in a distributed cluster, so that the client system obtains the first message from the distributed cluster according to first subscription information, and the client system obtains the second message from the distributed cluster according to second subscription information.
Optionally, the core system further includes: the device comprises an acquisition module, a first determination module and a second determination module;
the obtaining module is configured to obtain, before a core system receives a first message sent by a client system and a second message sent by a client system, at least one client access instruction sent by the client system, where the client access instruction includes: interface information and customer information;
the first determining module is used for determining the customer grade according to the customer information;
and the second determining module is used for determining the target customer service according to the customer grade and the interface information.
The product can execute the method provided by any embodiment of the invention, and has corresponding functional modules and beneficial effects of the execution method.
According to the technical scheme of the embodiment, a core system is used for receiving a first message sent by a client system and a second message sent by a client system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information; the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the client system acquires the second message from the distributed cluster according to second subscription information, thereby solving the problems of high system cost, high coupling, incapability of realizing information sharing among a plurality of servers and limitation on the availability and expandability of the system, and also solving the problems of only considering single attribute of a client, lack of targeted scheduling on clients of different levels and no consideration on difference of service efficiency of different client personnel, and improving the system performance, the availability and the expandability of the system.
Fig. 3 is a schematic structural diagram of an electronic device according to a third embodiment of the present invention. FIG. 3 illustrates a block diagram of an electronic device 312 suitable for use in implementing embodiments of the present invention. The electronic device 312 shown in fig. 3 is only an example, and should not bring any limitation to the functions and the scope of the use of the embodiment of the present invention. Device 312 is a computing device for typical trajectory fitting functions.
As shown in fig. 3, electronic device 312 is in the form of a general purpose computing device. The components of the electronic device 312 may include, but are not limited to: one or more processors 316, a storage device 328, and a bus 318 that couples the various system components including the storage device 328 and the processors 316.
Bus 318 represents one or more of any of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, and a processor or local bus using any of a variety of bus architectures. By way of example, such architectures include, but are not limited to, an Industry Standard Architecture (ISA) bus, a Micro Channel Architecture (MCA) bus, an enhanced ISA bus, a Video Electronics Standards Association (VESA) local bus, and a Peripheral Component Interconnect (PCI) bus.
Electronic device 312 typically includes a variety of computer system readable media. Such media may be any available media that is accessible by electronic device 312 and includes both volatile and nonvolatile media, removable and non-removable media.
Storage 328 may include computer system readable media in the form of volatile Memory, such as Random Access Memory (RAM) 330 and/or cache Memory 332. The electronic device 312 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 334 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 3, and commonly referred to as a "hard drive"). Although not shown in FIG. 3, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a Compact disk-Read Only Memory (CD-ROM), a Digital Video disk (DVD-ROM), or other optical media) may be provided. In these cases, each drive may be connected to bus 318 by one or more data media interfaces. Storage 328 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the invention.
Program 336 having a set (at least one) of program modules 326 may be stored, for example, in storage 328, such program modules 326 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each of which may comprise an implementation of a network environment, or some combination thereof. Program modules 326 generally carry out the functions and/or methodologies of embodiments of the invention as described herein.
Electronic device 312 may also communicate with one or more external devices 314 (e.g., keyboard, pointing device, camera, display 324, etc.), with one or more devices that enable a user to interact with electronic device 312, and/or with any devices (e.g., network card, modem, etc.) that enable electronic device 312 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interfaces 322. Also, the electronic device 312 may communicate with one or more networks (e.g., a Local Area Network (LAN), Wide Area Network (WAN), and/or a public Network, such as the internet) via the Network adapter 320. As shown, a network adapter 320 communicates with the other modules of the electronic device 312 via the bus 318. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 312, including but not limited to: microcode, device drivers, Redundant processing units, external disk drive Arrays, disk array (RAID) systems, tape drives, and data backup storage systems, to name a few.
The processor 316 executes various functional applications and data processing by executing programs stored in the storage 328, for example, implementing the message processing method provided by the above-described embodiment of the present invention:
the method comprises the following steps that a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information;
the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the customer server system acquires the second message from the distributed cluster according to second subscription information.
Fig. 4 is a schematic structural diagram of a computer-readable storage medium containing a computer program according to an embodiment of the present invention. Embodiments of the present invention provide a computer-readable storage medium 61, on which a computer program 610 is stored, which when executed by one or more processors implements the message processing method as provided by all embodiments of the invention of the present application:
the method comprises the following steps that a core system receives a first message sent by a client system and a second message sent by a customer service system, wherein the first message comprises: a first customer identification, a first customer service identification, first session information, and state class information, the second message comprising: the second client identifier, the second customer service identifier, the second session information and the state class information;
the core system stores the first message and the second message to a distributed cluster, so that the client system acquires the first message from the distributed cluster according to first subscription information, and the customer server system acquires the second message from the distributed cluster according to second subscription information.
Any combination of one or more computer-readable media may be employed. The computer readable medium may be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
In some embodiments, the clients, servers may communicate using any currently known or future developed network Protocol, such as HTTP (Hyper Text Transfer Protocol), and may interconnect with any form or medium of digital data communication (e.g., a communications network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), the Internet (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future developed network.
The computer readable medium may be embodied in the electronic device; or may exist separately without being assembled into the electronic device.
Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, or the like, as well as conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units described in the embodiments of the present disclosure may be implemented by software or hardware. Where the name of an element does not in some cases constitute a limitation on the element itself.
The functions described herein above may be performed, at least in part, by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), Application Specific Standard Products (ASSPs), systems on a chip (SOCs), Complex Programmable Logic Devices (CPLDs), and the like.
In the context of this disclosure, a machine-readable medium may be a tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.

Claims (10)

1.一种消息处理方法，其特征在于，包括：1. a message processing method, is characterized in that, comprises: 核心系统接收客户端系统发送的第一消息和客服端系统发送的第二消息，其中，所述第一消息包括：第一客户标识、第一客服标识、第一会话信息和状态类信息，所述第二消息包括：第二客户标识、第二客服标识、第二会话信息和状态类信息；The core system receives the first message sent by the client system and the second message sent by the client system, wherein the first message includes: the first client identifier, the first client identifier, the first session information, and the status information. The second message includes: a second customer ID, a second customer service ID, a second session information and status information; 所述核心系统将所述第一消息和所述第二消息存储至分布式集群，以使所述客户端系统根据第一订阅信息从所述分布式集群中获取所述第一消息，所述客服端系统根据第二订阅信息从所述分布式集群中获取所述第二消息。The core system stores the first message and the second message in the distributed cluster, so that the client system obtains the first message from the distributed cluster according to the first subscription information, and the The client system acquires the second message from the distributed cluster according to the second subscription information. 2.根据权利要求1所述的方法，其特征在于，在核心系统接收客户端系统发送的第一消息和客服端系统发送的第二消息之前，还包括：2. The method according to claim 1, wherein before the core system receives the first message sent by the client system and the second message sent by the client system, the method further comprises: 所述核心系统获取至少一个所述客户端系统发送的客户接入指令，其中，所述客户接入指令包括：接口信息和客户信息；The core system acquires at least one client access instruction sent by the client system, wherein the client access instruction includes: interface information and client information; 所述核心系统根据所述客户信息确定客户等级；The core system determines the customer level according to the customer information; 所述核心系统根据所述客户等级和所述接口信息确定目标客服。The core system determines the target customer service according to the customer level and the interface information. 3.根据权利要求2所述的方法，其特征在于，所述核心系统根据所述客户等级和所述接口信息确定目标客服，包括：3. The method according to claim 2, wherein the core system determines the target customer service according to the customer level and the interface information, comprising: 所述核心系统根据所述接口信息确定目标技能客服组；The core system determines a target skill customer service group according to the interface information; 所述核心系统根据所述客户等级选取所述目标技能客服组中的目标客服。The core system selects the target customer service in the target skill customer service group according to the customer level. 4.根据权利要求3所述的方法，其特征在于，所述核心系统根据所述接口信息确定目标技能客服组，包括：4. The method according to claim 3, wherein the core system determines a target skill customer service group according to the interface information, comprising: 若所述接口信息携带理财标识，则所述核心系统将所述理财技能客服组确定为目标技能客服组；If the interface information carries the financial management identifier, the core system determines the financial management skill customer service group as the target skill customer service group; 若所述接口信息携带企业标识，则所述核心系统将所述企业技能客服组确定为目标技能客服组。If the interface information carries an enterprise identifier, the core system determines the enterprise skill customer service group as the target skill customer service group. 5.根据权利要求4所述的方法，其特征在于，还包括：5. The method of claim 4, further comprising: 核心系统获取客服端系统预先建立至少两个技能客服组，其中，每个技能客服组包括：至少一个客服，若同一技能客服组包括至少两个客服，则根据客服信息确定每个客服的服务优先级。The core system obtains the customer service system and establishes at least two skill customer service groups in advance, wherein each skill customer service group includes: at least one customer service, if the same skill customer service group includes at least two customer service, the service priority of each customer service is determined according to the customer service information class. 6.根据权利要求1所述的方法，其特征在于，还包括：6. The method of claim 1, further comprising: 所述核心系统接收到所述客服端系统发送的客服状态信息修改指令，则根据所述客服状态信息修改指令将所述客服状态修改至所述客服状态信息修改指令对应的目标状态；The core system receives the customer service status information modification instruction sent by the customer service terminal system, and modifies the customer service status to the target state corresponding to the customer service status information modification instruction according to the customer service status information modification instruction; 在向所述客服端系统发送客服状态修改成功指令后，所述核心系统接收所述客服端系统发动的查询指令；After sending the customer service status modification success instruction to the customer service terminal system, the core system receives the query instruction initiated by the customer service terminal system; 所述核心系统根据所述查询指令确定所述客服状态信息为第一状态；The core system determines that the customer service state information is the first state according to the query instruction; 若所述第一状态和所述目标状态相同，则所述客服端系统确定客服状态修改成功；If the first state and the target state are the same, the customer service terminal system determines that the modification of the customer service state is successful; 若所述第一状态和所述目标状态不同，则向所述客服端系统发送修改指令，以使所述客服端系统将所述客服状态信息修改为目标状态。If the first state and the target state are different, a modification instruction is sent to the customer service end system, so that the customer service end system modifies the customer service state information to the target state. 7.一种消息处理装置，其特征在于，包括：核心系统，所述核心系统包括：接收模块和存储模块；7. A message processing device, comprising: a core system, the core system comprising: a receiving module and a storage module; 所述接收模块，用于接收客户端系统发送的第一消息和客服端系统发送的第二消息，其中，所述第一消息包括：第一客户标识、第一客服标识、第一会话信息和状态类信息，所述第二消息包括：第二客户标识、第二客服标识、第二会话信息和状态类信息；The receiving module is configured to receive the first message sent by the client system and the second message sent by the customer service end system, wherein the first message includes: a first customer identifier, a first customer service identifier, first session information and Status information, the second message includes: a second customer ID, a second customer service ID, second session information, and status information; 所述存储模块，用于将所述第一消息和所述第二消息存储至分布式集群，以使所述客户端系统根据第一订阅信息从所述分布式集群中获取所述第一消息，所述客服端系统根据第二订阅信息从所述分布式集群中获取所述第二消息。the storage module, configured to store the first message and the second message in a distributed cluster, so that the client system obtains the first message from the distributed cluster according to the first subscription information , the client system obtains the second message from the distributed cluster according to the second subscription information. 8.根据权利要求7所述的装置，其特征在于，所述核心系统还包括：获取模块、第一确定模块和第二确定模块；8. The apparatus according to claim 7, wherein the core system further comprises: an acquisition module, a first determination module and a second determination module; 所述获取模块，用于在核心系统接收客户端系统发送的第一消息和客服端系统发送的第二消息之前，获取至少一个所述客户端系统发送的客户接入指令，其中，所述客户接入指令包括：接口信息和客户信息；The obtaining module is configured to obtain at least one client access instruction sent by the client system before the core system receives the first message sent by the client system and the second message sent by the client system, wherein the client The access instruction includes: interface information and customer information; 所述第一确定模块，用于根据所述客户信息确定客户等级；the first determining module, configured to determine the customer level according to the customer information; 所述第二确定模块，用于根据所述客户等级和所述接口信息确定目标客服。The second determining module is configured to determine the target customer service according to the customer level and the interface information. 9.一种电子设备，其特征在于，包括：9. An electronic device, characterized in that, comprising: 一个或多个处理器；one or more processors; 存储器，用于存储一个或多个程序；memory for storing one or more programs; 当所述一个或多个程序被所述一个或多个处理器执行时，使得所述处理器实现如权利要求1-6中任一所述的方法。The one or more programs, when executed by the one or more processors, cause the processors to implement the method of any of claims 1-6. 10.一种包含计算机程序的计算机可读存储介质，其上存储有计算机程序，其特征在于，该程序被一个或多个处理器执行时实现如权利要求1-6中任一所述的方法。10. A computer-readable storage medium comprising a computer program, on which the computer program is stored, characterized in that, when the program is executed by one or more processors, the method as claimed in any one of claims 1-6 is implemented .
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