CN115460165A - Multi-channel service access method, device, equipment and readable storage medium - Google Patents

Abstract

The invention discloses a multi-channel service access method, device, device and readable storage medium. The method includes: after receiving a session request sent by a user end, acquiring interface information of a user channel corresponding to the session request, and Obtain corresponding protocol information according to the interface information; obtain the session mode selected by the user; create a session connection with the client according to the protocol information and the session mode; obtain session information, and connect the session through the session connection Session information is sent to the client. The invention realizes unified management of conversations of different user channels.

Description

Multi-channel service access method, device, equipment and readable storage medium

technical field

The present invention relates to the technical field of multi-channel processing, in particular to an access method, device, equipment and readable storage medium for multi-channel services.

Background technique

The online customer service system is an online business support system that uses the Internet application client or website as the medium to provide instant messaging services for visitors from the Internet and enterprise customer service personnel.

The customers of the enterprise are scattered on various platforms. Customer service personnel need to log in to different platforms to serve customers of this channel. Customer service personnel need to actively learn and adapt to the operation methods of different platforms, which cannot effectively coordinate with the internal knowledge base. Service interaction data is scattered across various channel platforms and requires login Different channel platforms conduct conversational interactions.

Contents of the invention

The main purpose of the present invention is to provide a multi-channel service access method, device, equipment and readable storage medium, aiming at solving the problem of how to manage sessions on different channel platforms.

In order to achieve the above object, the present invention provides a multi-channel service access method, the multi-channel service access method includes the following steps:

After receiving the session request sent by the client, acquire the interface information of the user channel corresponding to the session request, and acquire the corresponding protocol information according to the interface information;

Obtain the session mode selected by the user;

Create a session connection with the client according to the protocol information and the session mode;

Obtain session information, and send the session information to the client through the session connection.

In one embodiment, after the step of acquiring session information and sending the session information to the client through the session connection, it further includes:

It is detected that the user end leaves the session connection, deletes the routing information of the session connection and the parameter information of the accessed user end, and generates an offline log of the user end.

In one embodiment, the step of obtaining session information includes:

If the conversation mode is a manual conversation, obtaining the queuing information of the user;

When the queuing information satisfies the preset queuing policy, then obtain the session information of the customer service end;

Generate session information in a preset format according to the session information of the customer service terminal.

In one embodiment, the step of obtaining session information includes:

If the conversation mode is a self-service conversation, obtain the conversation information of the robot self-reply.

In one embodiment, the step of sending the session information to the user through the session connection includes:

Determine the cluster node to which the current session is connected;

Routing the session information to the cluster node corresponding to the client through the cluster node of the customer service terminal, so that the cluster node corresponding to the client sends the session information to the corresponding client.

In one embodiment, before the step of creating a session connection according to the protocol information and the session mode, it further includes:

Judging whether the parameter information of the user terminal accessed by the user channel satisfies a preset condition, and the preset condition includes at least one of a maximum number of access restrictions, a blacklist restriction, channel switch control, and working time control;

If the parameter information of the user accessed through the user channel satisfies a preset condition, the step of creating a session connection according to the protocol information and the session mode is executed.

In one embodiment, before the step of sending the session information to the client through the session connection, it further includes:

Acquire management operations input by the management terminal, where the management operations include at least one of session monitoring, session insertion, and session interception;

The session information is managed according to the management operation of the management terminal.

In order to achieve the above purpose, the present invention also provides an access device for multi-channel services, the access device for multi-channel services includes:

The obtaining module is used to obtain the interface information of the user channel corresponding to the session request after receiving the session request sent by the client, and obtain corresponding protocol information according to the interface information;

A determination module is used to obtain the session mode selected by the user;

A creating module, configured to create a session connection with the client according to the protocol information and the session mode;

The session module is used to obtain session information, and send the session information to the client through the session connection.

To achieve the above object, the present invention also provides an access device for multi-channel services, the access device for multi-channel services includes a memory, a processor, and a multi-channel program stored in the memory and executable on the processor. A channel service access program, when the multi-channel service access program is executed by the processor, each step of the above-mentioned multi-channel service access method is implemented.

In order to achieve the above object, the present invention also provides a computer-readable storage medium, the computer-readable storage medium stores the access program of the multi-channel service, and when the access program of the multi-channel service is executed by the processor, the above Various steps of the multi-channel service access method.

The access method, device, equipment and readable storage medium of a multi-channel service provided by the present invention, after receiving the session request sent by the user terminal, obtain the interface information of the user channel corresponding to the session request, and obtain the corresponding interface information according to the interface information Protocol information; obtain the session mode selected by the user; create a session connection with the client according to the protocol information and session mode; obtain session information, and send the session information to the client through the session connection. By creating session connections with different user channels, session interaction with different user channels is realized, avoiding the need to operate on the platform corresponding to the user channel, realizing unified management of session sessions of different user channels, and improving Conversational interaction efficiency.

Description of drawings

FIG. 1 is a schematic diagram of a hardware structure of an access device for a multi-channel service according to an embodiment of the present invention;

FIG. 2 is a schematic flowchart of a first embodiment of a method for accessing a multi-channel service according to the present invention;

FIG. 3 is a schematic flowchart of a second embodiment of the method for accessing multi-channel services in the present invention;

FIG. 4 is a schematic flowchart of a third embodiment of a method for accessing a multi-channel service according to the present invention;

FIG. 5 is a schematic diagram of a logical structure of an access device for a multi-channel service according to the present invention.

The realization of the purpose of the present invention, functional characteristics and advantages will be further described in conjunction with the embodiments and with reference to the accompanying drawings.

detailed description

It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

The main solution of the embodiment of the present invention is: after receiving the session request sent by the client, obtain the interface information of the user channel corresponding to the session request, and obtain the corresponding protocol information according to the interface information; obtain the session mode selected by the user; And the session mode creates a session connection with the client; obtains the session information, and sends the session information to the client through the session connection.

By creating session connections with different user channels, session interaction with different user channels is realized, avoiding the need to operate on the platform corresponding to the user channel, realizing unified management of session sessions of different user channels, and improving Conversational interaction efficiency.

As an implementation solution, an access device for a multi-channel service may be as shown in FIG. 1 .

The solution of the embodiment of the present invention relates to an access device for a multi-channel service, and the access device for a multi-channel service includes: a processor 101 , such as a CPU, a memory 102 , and a communication bus 103 . Wherein, the communication bus 103 is used to realize connection and communication between these components.

The memory 102 can be a high-speed RAM memory, or a stable memory (non-volatile memory), such as a magnetic disk memory. As shown in FIG. 1, the memory 102, which is a computer-readable storage medium, may include an access program of the multi-channel service; and the processor 101 may be used to call the access program of the multi-channel service stored in the memory 102, and Do the following:

After receiving the session request sent by the client, acquire the interface information of the user channel corresponding to the session request, and acquire the corresponding protocol information according to the interface information;

Obtain the session mode selected by the user;

Create a session connection with the client according to the protocol information and the session mode;

Obtain session information, and send the session information to the client through the session connection.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

It is detected that the user end leaves the session connection, deletes the routing information of the session connection and the parameter information of the accessed user end, and generates an offline log of the user end.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

If the conversation mode is a manual conversation, obtaining the queuing information of the user;

When the queuing information satisfies the preset queuing policy, then obtain the session information of the customer service end;

Generate session information in a preset format according to the session information of the customer service terminal.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

If the conversation mode is a self-service conversation, obtain the conversation information of the robot self-reply.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

Determine the cluster node to which the current session is connected;

Routing the session information to the cluster node corresponding to the client through the cluster node of the customer service terminal, so that the cluster node corresponding to the client sends the session information to the corresponding client.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

Judging whether the parameter information of the user terminal accessed by the user channel satisfies a preset condition, and the preset condition includes at least one of a maximum number of access restrictions, a blacklist restriction, channel switch control, and working time control;

If the parameter information of the user accessed through the user channel satisfies a preset condition, the step of creating a session connection according to the protocol information and the session mode is executed.

In an embodiment, the processor 101 may be configured to call the access program of the multi-channel service stored in the memory 102, and perform the following operations:

Acquire management operations input by the management terminal, where the management operations include at least one of session monitoring, session insertion, and session interception;

The session information is managed according to the management operation of the management terminal.

Based on the above hardware architecture of the access device for multi-channel service, an embodiment of the method for accessing multi-channel service of the present invention is proposed.

Referring to FIG. 2 , FIG. 2 is a first embodiment of a method for accessing multi-channel services of the present invention, and the method for accessing multi-channel services includes the following steps:

Step S10, after receiving the session request sent by the client, acquire the interface information of the user channel corresponding to the session request, and acquire the corresponding protocol information according to the interface information.

Specifically, after receiving the session request sent by the client, the interface information of the user channel corresponding to the session request is obtained, wherein the user channel includes channels such as WeChat, Weibo, and email; the interface information of the user channel can be HTTP interface, MQ Message Interface information such as an interface or a Web service interface, and obtain corresponding communication protocol information according to the interface information.

Step S20, acquiring the conversation mode selected by the user.

Specifically, the conversation mode that the user can choose to switch freely includes a self-service mode and a manual mode. In the self-service mode, the dialogue interaction is performed by invoking the HTTP interface of the intelligent robot, so that the intelligent robot can perform multiple rounds of dialogue interaction with the client. In the manual mode, you need to apply for manual customer service from the integrated routing. The integrated routing allocates the most suitable customer service terminal according to the queuing policy and routing policy, and the allocated client is used to serve the user who initiates the session request.

Step S30, creating a session connection with the client according to the protocol information and the session mode.

Specifically, a session connection with the client is created according to the protocol information of the interface and the session mode. Exemplarily, in the manual mode, the session connection is used to connect the client and the client.

Step S40, acquiring session information, and sending the session information to the client through the session connection.

Specifically, if the session mode is a manual session, the user's queuing information is obtained; when the queuing information meets the preset queuing policy, the session information of the customer service terminal is obtained; the queuing policy can be based on the minimum workload priority, the least number of responses priority and the longest Waiting time priority and other strategies are used to allocate customer service terminals, and customer service terminals can also be allocated according to actual business scenarios. For example, customer service terminals are allocated according to pre-sales, sales, and after-sales. Generate session information in a preset format according to the session information of the customer service terminal. Among them, the session information in the preset format is to extract the commonality of the channels. The message interaction types supported by different channels will be adapted to the channel, and the session messages will be packaged into a unified message type. The session information in the preset format can be text messages, emoticon messages, and picture messages. , file messages and other message types. The session information in the preset format allows the session information to flow globally in the entire system, and can analyze and display the session information according to uniform rules. The session information is sent to the client through the session connection, and the cluster node connected to the current session can be determined; the session information is routed to the corresponding cluster node of the client through the cluster node of the client, so that the cluster node sends the session information to the corresponding client .

If the conversation mode is a self-service conversation, call the intelligent robot HTTP interface for interaction, and obtain the conversation information replied by the intelligent robot.

It detects that the user end leaves the session connection, deletes the routing information of the session connection and the parameter information of the connected user end, and generates an offline log of the user end. Wherein, the offline log can be a message log that asynchronously records the bidirectional messages sent by the customer service terminal and the user terminal through the data bus, or can be a message log that asynchronously records the bidirectional messages sent by the intelligent robot and the user terminal via the data bus.

In the technical solution of this embodiment, after receiving the session request sent by the client, the interface information of the user channel corresponding to the session request is obtained, and the corresponding protocol information is obtained according to the interface information; the session mode selected by the user is obtained; according to the protocol information and Session mode creates a session connection with the client; obtains session information and sends the session information to the client through the session connection. By creating session connections with different user channels, session interaction with different user channels is realized, avoiding the need to operate on the platform corresponding to the user channel, realizing unified management of session sessions of different user channels, and improving Conversational interaction efficiency.

Referring to Fig. 3, Fig. 3 is the second embodiment of the access method of the multi-channel service of the present invention, based on the first embodiment, before the step S30, it also includes:

Step S40, judging whether the parameter information of the user terminal accessed by the user channel satisfies a preset condition, and the preset condition includes at least one of the maximum number of access restrictions, blacklist restrictions, channel switch control, and working time control;

Step S50, if the parameter information of the user accessed through the user channel satisfies a preset condition, execute the step of creating a session connection according to the protocol information and the session mode.

Specifically, determine the parameter information of the user terminal accessed through the user channel, where the parameter information includes the unique identifier of the user, the identifier of the operation channel, and the message type.

Judging whether the parameter information of the client terminal accessed by the user channel satisfies the preset condition, first of all, it is judged whether the number of client terminals currently accessed by the server reaches the maximum access limit, and if it is greater than the maximum access limit, the user terminal is not allowed to connect input, and the output prompts "there are too many users currently connected, please try again later!". When the number of connected clients is less than the maximum access limit, it is judged whether the client to be connected is restricted by the blacklist. Please contact the administrator!". When the user terminal to be accessed is a normal user, judge whether the user channel corresponding to the current user terminal is set to be closed in the channel switch control, if the user channel corresponding to the current user terminal is closed, remind the current customer that "the manual customer service of the current channel is temporarily closed , please try to solve the problem through self-service, if you need manual customer service, please contact through other channels!". If the user channel corresponding to the current client is not closed, then judge whether the current time is a working time in the working time control, and if it is not a working time, remind the current customer "Currently non-working time, please try again later!" Such as the current time If it is working time, create a session connection according to the protocol information and session mode.

Judging whether the parameter information of the user terminal accessed through the user channel satisfies the preset conditions, or according to the maximum number of access restrictions, blacklist restrictions, channel switch control, and working time control, etc. Information is screened, and a session connection is created according to the protocol information and session mode after meeting the conditions of the maximum access limit, blacklist limit, channel switch control, and working time control. The server supports intelligent detection of the content of messages sent in both directions between the client and the customer service.

In the technical solution of this embodiment, it is judged whether the parameter information of the user terminal accessed by the user channel satisfies the preset condition, and if the parameter information of the user accessed by the user channel satisfies the preset condition, a session connection is created according to the protocol information and the session mode . The session connection is created after the parameter information of the user end satisfies the preset condition, which avoids the situation that the user end does not meet the session condition and still creates the session connection, and improves the session creation efficiency.

Referring to FIG. 4, FIG. 4 is a third embodiment of the multi-channel service access method of the present invention. Based on the first or second embodiment, before the step S40, it also includes:

Step S60, acquiring management operations input by the management terminal, where the management operations include at least one of session monitoring, session insertion and session interception;

Step S70, managing session information according to the management operation of the management terminal.

Specifically, the management terminal supports operations such as session monitoring, session insertion, and session interception, so that the administrator of the management terminal can intervene in the current session in real time. Under the session monitoring operation, all messages sent by the user end will be routed to the administrator side and displayed at the same time, and all messages sent by the customer service end will also be routed to the administrator side and displayed at the same time, but the administrator cannot send messages, only receive, View messages. Under the session insertion operation, all messages sent by the user end will be routed to the administrator side and displayed at the same time, and all messages sent by the customer service end will also be routed to the administrator side and displayed at the same time. The administrator also supports sending messages. Messages are routed and displayed to both customers and agents. Under the session interception operation, all messages sent by the user end will be routed to the administrator side and displayed at the same time. The customer service end can only accept messages and display them, but cannot send messages. The administrator supports accepting messages sent by the user end, and also supports sending messages to the user end. Send a message, and the message sent by the administrator will be routed to the customer service terminal and displayed at the same time.

In the technical solution of this embodiment, the management operation input by the management terminal is acquired; and the session information is managed according to the management operation of the management terminal. Through the session management operation of the management terminal, the session is monitored or corrected, the service level for the user terminal is improved, and the session experience of the user terminal is guaranteed.

Referring to FIG. 5, the present invention also provides an access device for multi-channel services, the access device for multi-channel services includes:

The obtaining module 100 is configured to obtain the interface information of the user channel corresponding to the session request after receiving the session request sent by the client, and obtain corresponding protocol information according to the interface information;

A determination module 200, configured to obtain the conversation mode selected by the user;

A creating module 300, configured to create a session connection with the client according to the protocol information and the session mode;

The session module 400 is configured to acquire session information, and send the session information to the client through the session connection.

In an embodiment, in obtaining session information and sending the session information to the client through the session connection, the session module 400 is specifically used for:

It is detected that the user end leaves the session connection, deletes the routing information of the session connection and the parameter information of the accessed user end, and generates an offline log of the user end.

In an embodiment, in terms of obtaining session information, the session module 400 is specifically used for:

If the conversation mode is a manual conversation, obtaining the queuing information of the user;

When the queuing information satisfies the preset queuing policy, then obtain the session information of the customer service end;

Generate session information in a preset format according to the session information of the customer service terminal.

In an embodiment, in terms of obtaining session information, the session module 400 is specifically used for:

If the conversation mode is a self-service conversation, obtain the conversation information of the robot self-reply.

In an embodiment, in terms of sending the session information to the user through the session connection, the session module 400 is specifically configured to:

Determine the cluster node to which the current session is connected;

Routing the session information to the cluster node corresponding to the client through the cluster node of the customer service terminal, so that the cluster node corresponding to the client sends the session information to the corresponding client.

In an embodiment, in terms of creating a session connection according to the protocol information and the session mode, the creation module 300 is specifically configured to:

Judging whether the parameter information of the user terminal accessed by the user channel satisfies a preset condition, and the preset condition includes at least one of a maximum number of access restrictions, a blacklist restriction, channel switch control, and working time control;

If the parameter information of the user accessed through the user channel satisfies a preset condition, the step of creating a session connection according to the protocol information and the session mode is executed.

In an embodiment, in terms of sending the session information to the client through the session connection, the session module 400 is specifically configured to:

Acquire management operations input by the management terminal, where the management operations include at least one of session monitoring, session insertion, and session interception;

The session information is managed according to the management operation of the management terminal.

The present invention also provides an access device for multi-channel services. The access device for multi-channel services includes a memory, a processor, and a multi-channel service access device stored in the memory and executable on the processor. When the multi-channel service access program is executed by the processor, each step of the multi-channel service access method described in the above embodiment is implemented.

The present invention also provides a computer-readable storage medium, where the computer-readable storage medium stores an access program for multi-channel services, and when the access program for multi-channel services is executed by a processor, the above-mentioned embodiment Each step of the access method of the multi-channel service.

The serial numbers of the above embodiments of the present invention are for description only, and do not represent the advantages and disadvantages of the embodiments.

It should be noted that, as used herein, the term "comprises", "comprises" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, system, article or device comprising a set of elements includes not only those elements, It also includes other elements not expressly listed, or elements inherent in such a process, system, article, or device. Without further limitations, an element defined by the phrase "comprising a ..." does not preclude the presence of additional identical elements in the process, system, article or device comprising the element.

Through the description of the above embodiments, those skilled in the art can clearly understand that the system of the above embodiments can be implemented by means of software plus a necessary general-purpose hardware platform, of course, it can also be realized by hardware, but in many cases the former is better implementation. Based on this understanding, the essence of the technical solution of the present invention or the part that contributes to the prior art can be embodied in the form of a software product, and the computer software product is stored in a computer-readable storage medium as described above (such as ROM/RAM, magnetic disk, optical disk), including several instructions to make a terminal device (which can be a mobile phone, a computer, a parking management device, an air conditioner, or a network device, etc.) execute the system described in each embodiment of the present invention .

The above are only preferred embodiments of the present invention, and are not intended to limit the patent scope of the present invention. Any equivalent structure or equivalent process conversion made by using the description of the present invention and the contents of the accompanying drawings, or directly or indirectly used in other related technical fields , are all included in the scope of patent protection of the present invention in the same way.

Claims (10)

1. An access method for a multi-channel service, the access method for the multi-channel service comprising:

after receiving a session request sent by a user side, acquiring interface information of a user channel corresponding to the session request, and acquiring corresponding protocol information according to the interface information;

acquiring a session mode selected by a user;

establishing a session connection with the user side according to the protocol information and the session mode;

and acquiring session information, and sending the session information to a user side through the session connection.

2. The method for accessing multi-channel service according to claim 1, wherein after the step of obtaining the session information and sending the session information to the user terminal through the session connection, further comprising:

and detecting that the user side leaves the session connection, deleting the routing information of the session connection and the parameter information of the accessed user side, and generating an offline log of the user side.

3. The method for accessing a multi-channel service of claim 1, wherein the step of acquiring session information comprises:

if the session mode is a manual session, acquiring queuing information of a user;

when the queuing information meets a preset queuing strategy, acquiring session information of a customer service end;

and generating session information in a preset format according to the session information of the customer service terminal.

4. The method for accessing the multi-channel service of claim 1, wherein the step of acquiring the session information comprises:

and if the session mode is self-service session, acquiring session information replied by the robot in a self-service mode.

5. The method of accessing a multi-channel service of claim 3, wherein the step of sending the session information to the user through the session connection comprises:

determining cluster nodes connected with the current session;

and routing the session information to the cluster node corresponding to the user side through the cluster node of the customer service side, so that the cluster node corresponding to the user side sends the session information to the corresponding user side.

6. The method of accessing a multi-channel service of claim 1, wherein the step of creating a session connection according to the protocol information and the session mode is preceded by the step of:

judging whether the parameter information of the user side accessed by the user channel meets a preset condition, wherein the preset condition comprises at least one of maximum access number limitation, blacklist limitation, channel switch control and working time control;

and if the parameter information of the user accessed by the user channel meets the preset condition, executing the step of establishing the session connection according to the protocol information and the session mode.

7. The method for accessing multi-channel service according to claim 1, wherein the step of sending the session information to the user terminal through the session connection is preceded by:

acquiring management operation input by a management end, wherein the management operation comprises at least one of session monitoring, session insertion and session interception;

and managing the session information according to the management operation of the management terminal.

8. An access device for a multi-channel service, the access device comprising:

the acquisition module is used for acquiring interface information of a user channel corresponding to a session request after receiving the session request sent by a user side, and acquiring corresponding protocol information according to the interface information;

the determining module is used for acquiring a session mode selected by a user;

the creating module is used for creating session connection with the user side according to the protocol information and the session mode;

and the session module is used for acquiring session information and sending the session information to the user side through the session connection.

9. An access device for a multi-channel service, comprising a memory, a processor and an access program for a multi-channel service stored in the memory and executable on the processor, wherein the access program for a multi-channel service, when executed by the processor, implements the steps of the access method for a multi-channel service according to any one of claims 1-7.

10. A computer readable storage medium, wherein the computer readable storage medium stores an access program of a multi-channel service, which when executed by a processor implements the steps of the access method of the multi-channel service of any one of claims 1-7.

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