CN117082144A - Service processing method based on middle-station scheduling and related device - Google Patents
Service processing method based on middle-station scheduling and related device Download PDFInfo
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Abstract
The application provides a business processing method and a related device based on the middle stage scheduling, which can be applied to the financial field or other fields, adopt business processing modes of a foreground, a middle stage and a background to split the business in the foreground and the background, respectively analyze each business request under the condition of receiving a plurality of business requests sent by the front stage of a website to obtain the type and preprocessing data of each business request, and determine the background personnel network address set corresponding to each business request according to the type of each business request and the corresponding relation between the prestored business request type and the background personnel network address set; according to the background personnel network address set corresponding to each service request, the preprocessing data of each service request are respectively sent to the corresponding background personnel, so that the background personnel process the corresponding service request, the requirements on the foreground teller are reduced, all service request types can be processed by the network point, and the customer experience is effectively improved.
Description
Technical Field
The application relates to the technical field of computers, in particular to a service processing method based on middle-stage scheduling and a related device.
Background
Currently, in order to meet the daily operation requirements, the network sites generally need to be equipped with staff such as teller, marketing staff, customer service staff and the like.
With the gradual increase of the business types of the network points, the teller needs to master the skills of processing various businesses, and has higher requirements on the teller. And certain services can only be handled at certain specific sites, which also causes inconvenience to customers.
Disclosure of Invention
In view of this, the application provides a business processing method and related device based on the middle stage scheduling, which adopts business processing modes of a front stage, a middle stage and a back stage, reduces the requirements on front stage teller, can process all customer businesses for each website, and improves customer experience.
In order to achieve the above purpose, the specific technical scheme provided by the application is as follows:
in a first aspect, an embodiment of the present application provides a service processing method based on a middle station scheduling, which is applied to a middle station, where the method includes:
under the condition that a plurality of service requests sent by a website foreground are received, respectively analyzing each service request to obtain the type and the preprocessing data of each service request, wherein the preprocessing data of the service requests are obtained by preprocessing the website foreground based on the foreground and background splitting results of the service;
determining a background personnel network address set corresponding to each service request according to the type of each service request and the corresponding relation between the pre-stored service request type and the background personnel network address set;
and respectively sending the preprocessing data of each service request to the corresponding background personnel according to the background personnel network address set corresponding to each service request, so that the background personnel process the corresponding service request.
In some embodiments, the sending the pre-processing data of each service request to the corresponding background personnel according to the corresponding background personnel network address set of each service request includes:
determining a background personnel network address corresponding to each service request according to a preset load balancing strategy and a background personnel network address set corresponding to each service request;
and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
In some embodiments, the determining the background personnel network address corresponding to each service request according to the preset load balancing policy and the background personnel network address set corresponding to each service request includes:
determining whether the network address of each background person is valid according to the service quality and/or attendance information of each background person;
and determining the background personnel network address corresponding to each service request according to a preset load balancing strategy and the effective background personnel network address in the background personnel network address set corresponding to each service request.
In some embodiments, after the preprocessing data of each service request is sent to the corresponding background person, the method further comprises:
and establishing communication connection between the network point foreground and the corresponding background personnel network address, so that the background personnel process the corresponding service request according to the communication connection, wherein the communication connection is voice connection, video connection or virtual reality connection.
In some embodiments, the method further comprises:
and periodically storing the increment data of the middle stations into a shared database, wherein each middle station in the middle station cluster has access rights to the shared database.
In some embodiments, the method further comprises:
periodically broadcasting the address of the middle station to the middle station cluster, and receiving the addresses of the middle stations broadcasted by other middle stations except the middle station in the middle station cluster;
for each middle station except the middle station in the middle station cluster, if the address of the middle station is not received in the current period, adding 1 to the interrupt count of the middle station in the current period in the shared database, and determining that the middle station fails when the interrupt count is greater than a threshold value;
and generating an effective middle station list according to whether each middle station in the middle station cluster fails or not, and storing the effective middle station list into the shared database so that a network point foreground periodically reads the effective middle station list to select an effective middle station.
In some embodiments, the method further comprises:
periodically acquiring client feedback data of a website front counter and client feedback data of a background person, wherein the website front counter is a manual counter or a virtual counter;
and evaluating the service quality of the website foreground teller according to the client feedback data of the website foreground teller, and evaluating the service quality of the background staff according to the client feedback data of the background staff.
In a second aspect, an embodiment of the present application provides a service processing apparatus based on a middle station scheduling, which is applied to a middle station, and the apparatus includes:
the service request analysis unit is used for respectively analyzing each service request under the condition of receiving a plurality of service requests sent by the network point foreground, so as to obtain the type and the preprocessing data of each service request, wherein the preprocessing data of the service requests are obtained by preprocessing the service by the network point foreground based on the foreground and background splitting results of the service;
a network address set determining unit, configured to determine a background person network address set corresponding to each service request according to a type of each service request and a corresponding relation between a pre-stored service request type and the background person network address set;
and the service request scheduling unit is used for respectively transmitting the preprocessing data of each service request to the corresponding background personnel according to the background personnel network address set corresponding to each service request so as to enable the background personnel to process the corresponding service request.
In some embodiments, the service request scheduling unit is specifically configured to determine, according to a preset load balancing policy and a set of background personnel network addresses corresponding to each service request, a background personnel network address corresponding to each service request; and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
In some embodiments, the service request scheduling unit is specifically configured to determine whether the network address of each background person is valid according to the service quality and/or attendance information of each background person; determining a background personnel network address corresponding to each service request according to a preset load balancing strategy and an effective background personnel network address in a background personnel network address set corresponding to each service request; and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
In some embodiments, the apparatus further comprises:
and the communication connection establishing unit is used for establishing communication connection between the network point foreground and the corresponding background personnel network address after the preprocessing data of each service request are respectively sent to the corresponding background personnel, so that the background personnel process the corresponding service request according to the communication connection, and the communication connection is voice connection, video connection or virtual reality connection.
In some embodiments, the apparatus further comprises:
and the shared data storage unit is used for periodically storing the increment data of the middle stations into a shared database, and each middle station in the middle station cluster has access rights to the shared database.
In some embodiments, the apparatus further comprises:
the middle station address broadcasting unit is used for periodically broadcasting the middle station address to the middle station cluster and receiving the middle station addresses broadcasted by other middle stations except the middle station in the middle station cluster;
an interrupt counting unit, configured to, for each intermediate station except the present intermediate station in the intermediate station cluster, if the address of the intermediate station is not received in the current period, increment 1 in the interrupt count of the intermediate station in the current period in the common database, and determine that the intermediate station fails when the interrupt count is greater than a threshold;
and the effective middle station list generating unit is used for generating an effective middle station list according to whether each middle station in the middle station cluster fails or not, and storing the effective middle station list into the shared database so that a network point front station periodically reads the effective middle station list to select the effective middle station.
In some embodiments, the apparatus further comprises:
the service quality evaluation unit is used for periodically acquiring client feedback data of the front-end teller of the network point and client feedback data of the background staff, wherein the front-end teller of the network point is a manual teller or a virtual teller; and evaluating the service quality of the website foreground teller according to the client feedback data of the website foreground teller, and evaluating the service quality of the background staff according to the client feedback data of the background staff.
In a third aspect, an embodiment of the present application provides an electronic device, including a processor and a memory;
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute a service processing method based on the intermediate station scheduling as described in any implementation manner of the first aspect according to an instruction in the program code.
In a fourth aspect, an embodiment of the present application provides a computer readable storage medium, where a computer program is stored, where the computer program, when executed by a processor, implements a service processing method based on a middle-stage scheduling as described in any one of the implementation manners of the first aspect.
Compared with the prior art, the application has the following beneficial effects:
the application discloses a business processing method and a related device based on middle stage scheduling, which adopt business processing modes of a front stage, a middle stage and a back stage to split the business from the front stage to the back stage, and the front stage of a network point only preprocesses the business without grasping the skill of processing each business, thereby reducing the requirements on front stage teller. Each service request type corresponds to a background personnel network address set, and the background personnel corresponding to the background personnel network address set only need to process one service request type. Meanwhile, the middle station dispatches the service request sent by the front station of the network station to the corresponding background personnel, the front station teller of the network station is not required to process, the network station can process all service request types, and the client can transact service to any network station, so that the client experience is effectively improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required to be used in the embodiments or the description of the prior art will be briefly described below, and it is obvious that the drawings in the following description are only embodiments of the present application, and that other drawings can be obtained according to the provided drawings without inventive effort for a person skilled in the art.
Fig. 1 is a schematic flow diagram of a service processing method based on a central office schedule according to an embodiment of the present application;
fig. 2 is a schematic diagram of a service processing system based on a central processing unit schedule according to an embodiment of the present application;
FIG. 3 is a schematic diagram of another service processing system architecture based on a Central Processing Unit (CPU) schedule according to an embodiment of the present application;
fig. 4 is a schematic structural diagram of a service processing device based on a central office schedule according to an embodiment of the present application.
Detailed Description
The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.
In the architecture of the computer online application system, a front-end/back-end architecture mode is generally adopted, and the front-end and the back-end perform information uploading and returning through an interface between systems. The application adopts the business processing modes of a front stage, a middle stage and a back stage, and provides a business processing method based on middle stage scheduling, which is applied to the middle stage, wherein the middle stage can be deployed in a server, and a middle stage or a plurality of middle stages can be arranged in a system.
Referring to fig. 1, the embodiment discloses a service processing method based on a central station scheduling, which specifically includes the following steps:
s101: under the condition that a plurality of service requests sent by a network point foreground are received, respectively analyzing each service request to obtain the type and the preprocessing data of each service request;
in the embodiment, the business is split in the foreground and the background, the front office desk only needs to preprocess the business, the front office desk staff does not need to master the skills of processing various businesses, the requirement on the office desk staff is reduced, and each type of business request sent to the background by the front office desk corresponds to one atomic transaction, namely the non-split transaction. The preprocessing data of the service request is obtained by preprocessing the service by the website foreground based on the foreground and background splitting result of the service, if the service which the client wants to transact is credit card opening, the website foreground performs identity verification on the client, and the background personnel transacts the credit card opening after the client identity verification is passed, in which case, the preprocessing data is the passing data of the client identity verification.
The middle station corresponds to a plurality of network point foreground stations, and the network point foreground stations can be manual teller, virtual (Artificial Intelligence, AI) teller, namely, one network point can all use the manual teller, so that the labor cost is reduced, the network point foreground stations can also be manual teller and virtual teller, and the virtual teller can also all be used.
The network point foreground sends the service request in the form of message, the format of the message is pre-agreed by the network point foreground and the middle station, the message comprises the type and the preprocessing data of the service request, and the type and the preprocessing data of the service request can be obtained by analyzing the message according to the format of the message.
The foreground teller can provide services such as query and answer, business marketing and the like besides preprocessing the business. If the foreground teller is a virtual teller, the virtual teller can be a question-answering system trained based on a business knowledge base, or can be a Ctable GTP system trained based on business requirements, and the virtual teller interacts with clients through voice and/or words. The carrier of the virtual teller may be a robot, a computer terminal, a VR head display, etc.
S102: determining a background personnel network address set corresponding to each service request according to the type of each service request and the corresponding relation between the pre-stored service request type and the background personnel network address set;
in order to achieve higher concurrency, each service request type is processed by a plurality of background personnel, for example, 100 background personnel transact deposit, 80 background personnel transact credit card and open card, thus deposit service can achieve 100 concurrency, and credit card opening service can achieve 80 concurrency. The foreground teller cannot memorize and allocate the network addresses of the background personnel so much, and the embodiment can determine the background personnel network address set corresponding to each service request by storing the corresponding relation between the service request type and the background personnel network address set in advance by the middle platform, wherein the background personnel network address set comprises a plurality of background personnel network addresses, so that the middle platform scheduling is realized. The corresponding relation between the service request type and the background personnel network address set is configured in advance based on a configuration instruction of a user, and the configuration is stored in the middle platform after the configuration is completed.
S103: and respectively transmitting the preprocessing data of each service request to the corresponding background personnel according to the background personnel network address set corresponding to each service request, so that the background personnel process the corresponding service request.
Specifically, according to the corresponding background personnel network address set of each service request, the preprocessing data of the service request can be sent to any background personnel network address in the corresponding background personnel network address set, for example, the preprocessing data of the deposit request is sent to any background personnel network address in the background personnel network address set responsible for processing deposit, and the preprocessing data of the credit card opening request is sent to any background personnel network address in the background personnel network address set responsible for processing credit card opening.
It can be understood that the foreground teller cannot know the busy degree of each background person, if the A net point appears, the No. 10 background person is found to transact the service, the B net point also finds the No. 10 background person to transact the service at the moment, the service is blocked, and the two net points are directly synchronous with each other and the workload of coordination is too great. According to the embodiment, the background personnel network address corresponding to each service request is determined through the middle platform according to the preset load balancing strategy and the background personnel network address set corresponding to each service request, and then the preprocessing data of each service request are respectively sent to the corresponding background personnel based on the background personnel network address corresponding to each service request, so that the service load balancing of the background personnel is realized, and the service processing efficiency of the background personnel is improved.
The load balancing policy may be set according to an actual application scenario, such as a polling method, a random method, a minimum connection method, and the like. The polling method is to alternately distribute the service requests to the background personal network addresses in the background personal network address set, which is just like the number of the background personal network addresses in turn. The random method is to randomly distribute the service request to the background personnel network address in the background personnel network address set, so as to ensure that the dispersibility of the service request is balanced. The minimum connection method is to distribute the service request to the background personnel with the minimum connection number at the moment, wherein the connection number is increased by 1 after one background personnel receives the service request, and when the background personnel leaves the post, the weight of the background personnel is set to be 0, and the service request is not distributed to the background personnel.
It should be further noted that, in order to avoid distributing the service request to the leave-in person or distributing the service request to the poor-service leave-in person, when the leave-in person may leave the leave-in person or receive the customer complaint, optionally, determining, according to the preset load balancing policy and the leave-in person network address set corresponding to each service request, a leave-in person network address corresponding to each service request includes: and determining whether each background person network address is valid according to the service quality and/or attendance information of each background person, wherein the background person network address with the attendance information requesting false needs to be determined as an invalid background person network address, and when the average business volume of the background person is lower than a business volume threshold value, determining the background person network address with the service quality score smaller than a scoring threshold value as the invalid background person network address for improving the service quality, wherein the business volume threshold value and the scoring threshold value are set according to actual application scenes. And then determining the background personnel network address corresponding to each service request according to a preset load balancing strategy and the effective background personnel network address in the background personnel network address set corresponding to each service request.
In order to meet the requirement of the customer, after the preprocessing data of each service request is respectively sent to the corresponding background personnel, a communication connection between the foreground of the website and the network address of the corresponding background personnel is established, so that the background personnel processes the corresponding service request according to the communication connection, and the communication connection is a voice connection, a video connection or a Virtual Reality (VR) connection.
When the communication connection is voice connection, the client interacts with the background personnel in a voice call mode to realize business processing, when the communication connection is video connection, the client interacts with the background personnel in a video call mode to realize business processing, and when the communication connection is virtual reality connection, the client needs to wear virtual reality equipment, such as VR head displays, VR glasses and the like, to interact with the background personnel in a virtual reality scene to realize business processing. In the business processing process, a customer can use the counter terminal equipment to perform signing, password inputting and other operations.
It should be further noted that, there may be a middle station in the system, as shown in fig. 2, which is based on a service processing system architecture diagram of the middle station scheduling, and the middle station interacts with all front stations of the network points and all background personnel, and different network address clusters of the background personnel process different types of service requests.
In order to realize high availability of the intermediate stations, the system can also have a plurality of intermediate stations, the plurality of intermediate stations form an intermediate station cluster, as shown in fig. 3, the service processing system architecture diagram based on intermediate station scheduling is divided into different intermediate stations, and the background personnel network address cluster is also divided into different intermediate stations. It should be noted that, in order to ensure that each middle station corresponds to a full amount of background personnel, in this case, each type of service request corresponds to a plurality of background personnel network address clusters, an alternative implementation manner is as follows: the number of the background personnel network address clusters corresponding to the service request type is consistent with the number of the middle stations in the middle station clusters. Each middle station in the middle station cluster has access authority to the shared database, incremental data of the middle stations are periodically stored in the shared database, and even if one middle station in the middle station cluster fails, other middle stations can take over the dispatching work of the failed middle station by reading the data of the failed middle station in the shared database.
One way to determine if a middle station is malfunctioning is: periodically broadcasting the address of the middle station to the middle station cluster, and receiving the addresses of the middle stations broadcasted by other middle stations except the middle station in the middle station cluster; for each middle station except the middle station in the middle station cluster, if the address of the middle station is not received in the current period, adding 1 to the interrupt count of the middle station in the current period in a common database, wherein the interrupt count is larger than a threshold value X, X is a positive integer, setting according to actual application scenes, for example, 1/2 of the number of the middle stations in the middle station cluster, namely, the addresses of which all X middle stations cannot receive the broadcast of the middle station, and determining that the middle station fails. And in the subsequent period, if the middle station is recovered to be normal, continuing to broadcast the middle station addresses to other middle stations, and if the other middle stations receive the middle station addresses broadcast by the middle station, adding 1 to the interrupt count of the middle station in the current period in a shared database, and after the period is finished, determining that the interrupt count of the middle station is smaller than a threshold value, wherein the interrupt count of the middle station is recovered to be normal.
It can be understood that the valid intermediate station list is generated according to whether each intermediate station in the intermediate station cluster fails or not in each period, and the valid intermediate station list is stored in the shared database, so that the valid intermediate station list is periodically read by the front station of the network point to select the valid intermediate station. The network point foreground is divided into specific middle stations in advance, namely, priority middle stations, but in order to ensure that the service of the network point foreground can be processed normally when the middle stations are in fault, the network point foreground is provided with one priority middle station and one standby middle station. The website foreground periodically accesses the shared database and reads the effective middle platform list. If the priority middle station is an effective middle station in the effective middle station list, the network point front station sends the service request to the priority middle station; if the priority intermediate station is not the fault intermediate station in the effective intermediate station list, the network point front station sends the service request to the standby intermediate station. In addition, if the network point foreground receives no response after sending the service request to the priority center, and receives no response after retransmitting, and the default priority center fails, the network point foreground automatically sends the service request to the standby center. High availability of service processing is ensured.
Optionally, the middle station can also detect the attendance situation of the counter at the front station of the network station and the service volume of the network station, such as employee leave, customer volume surge and the like, dynamically allocate the counter at the front station of the network station, and ensure that all network stations are at the maximum working efficiency as much as possible.
The business hours and the non-business hours are preconfigured, and the counter can not detect the attendance condition of the counter in front of the network point and the service volume of the network point in the non-business hours. During business hours, the middle station determines the attendance of the front station teller of the website by combining staff card punching information through physical devices of the website, such as cameras, human body sensors, door and window sensors and the like. For the virtual teller, determining the attendance condition of the front counter teller of the network point according to whether the virtual teller carrier normally operates. The middle station is also responsible for carrying out system monitoring on the virtual teller, the virtual staff cannot leave, if software and hardware damage occurs, the system monitoring discovery can be used for reminding the local network to manually repair or directly notifying the similar maintenance center to carry out upper door maintenance.
When detecting that a certain network point has a large number of worker teller leave, virtual teller faults or rapid increase of clients and the like, the middle station dynamically informs the network point in a preset area of the network point of supporting idle staff. The virtual teller may also be configured to travel to the site to be supported if mobile, such as a wheeled robot, and not be configured if not mobile, such as a computer terminal.
Furthermore, the middle platform can evaluate the service quality of the front counter personnel and the back counter personnel of the network point, for example, periodically acquiring the client feedback data of the front counter personnel of the network point and the client feedback data of the back counter personnel, wherein the front counter personnel of the network point is a manual counter personnel or a virtual counter personnel; and evaluating the service quality of the website foreground teller according to the client feedback data of the website foreground teller, and evaluating the service quality of the background staff according to the client feedback data of the background staff. The customer feedback data can be scoring data of the service quality of the customer after the service processing, can also be questionnaire data of the customer, and can also be used for analyzing the satisfaction degree of the customer on the service quality based on the micro expression of the customer and the emotion type in the voice in the service processing process, and the satisfaction degree is used as the customer feedback data.
Specifically, the service quality evaluation modes can be various, and for manual teller and background personnel, the service quality can be checked through customer feedback and complaint; judging the business marketing level by monitoring the subsequent business transaction of the client, such as increasing deposit or greatly reducing deposit; the accuracy of the customer identity verification is judged through the in-service and post-service wind control, and the manual teller and the background staff are checked.
And after the simple questions presented by the clients are answered by the virtual teller, evaluating the service quality of the virtual teller according to the satisfaction degree of the clients, and continuously optimizing the system performance and the network condition through system monitoring to improve the service quality of the virtual teller.
Based on the foregoing embodiment, the embodiment correspondingly discloses a service processing device based on the intermediate station scheduling, applied to the intermediate station, please refer to fig. 4, and the device includes:
a service request analysis unit 401, configured to, when receiving a plurality of service requests sent by a website foreground, analyze each service request to obtain a type and preprocessing data of each service request, where the preprocessing data of the service request is obtained by preprocessing a service by the website foreground based on a foreground and background splitting result of the service;
a network address set determining unit 402, configured to determine a background person network address set corresponding to each service request according to a type of each service request and a corresponding relation between a pre-stored service request type and the background person network address set;
and the service request scheduling unit 403 is configured to send the pre-processing data of each service request to a corresponding background person according to the corresponding background person network address set of each service request, so that the background person processes the corresponding service request.
In some embodiments, the service request scheduling unit 403 is specifically configured to determine, according to a preset load balancing policy and a set of background personnel network addresses corresponding to each service request, a background personnel network address corresponding to each service request; and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
In some embodiments, the service request scheduling unit 403 is specifically configured to determine whether the network address of each background person is valid according to the service quality and/or attendance information of each background person; determining a background personnel network address corresponding to each service request according to a preset load balancing strategy and an effective background personnel network address in a background personnel network address set corresponding to each service request; and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
In some embodiments, the apparatus further comprises:
and the communication connection establishing unit is used for establishing communication connection between the network point foreground and the corresponding background personnel network address after the preprocessing data of each service request are respectively sent to the corresponding background personnel, so that the background personnel process the corresponding service request according to the communication connection, and the communication connection is voice connection, video connection or virtual reality connection.
In some embodiments, the apparatus further comprises:
and the shared data storage unit is used for periodically storing the increment data of the middle stations into a shared database, and each middle station in the middle station cluster has access rights to the shared database.
In some embodiments, the apparatus further comprises:
the middle station address broadcasting unit is used for periodically broadcasting the middle station address to the middle station cluster and receiving the middle station addresses broadcasted by other middle stations except the middle station in the middle station cluster;
an interrupt counting unit, configured to, for each intermediate station except the present intermediate station in the intermediate station cluster, if the address of the intermediate station is not received in the current period, increment 1 in the interrupt count of the intermediate station in the current period in the common database, and determine that the intermediate station fails when the interrupt count is greater than a threshold;
and the effective middle station list generating unit is used for generating an effective middle station list according to whether each middle station in the middle station cluster fails or not, and storing the effective middle station list into the shared database so that a network point front station periodically reads the effective middle station list to select the effective middle station.
In some embodiments, the apparatus further comprises:
the service quality evaluation unit is used for periodically acquiring client feedback data of the front-end teller of the network point and client feedback data of the background staff, wherein the front-end teller of the network point is a manual teller or a virtual teller; and evaluating the service quality of the website foreground teller according to the client feedback data of the website foreground teller, and evaluating the service quality of the background staff according to the client feedback data of the background staff.
According to the business processing device based on the middle stage scheduling, business processing modes of the foreground, the middle stage and the background are adopted to split the business from the foreground to the background, the front stage of the network point only needs to preprocess the business, skills for processing each business are not required to be mastered, and requirements on front stage teller are reduced. Each service request type corresponds to a background personnel network address set, and the background personnel corresponding to the background personnel network address set only need to process one service request type. Meanwhile, the middle station dispatches the service request sent by the front station of the network station to the corresponding background personnel, the front station teller of the network station is not required to process, the network station can process all service request types, and the client can transact service to any network station, so that the client experience is effectively improved.
The embodiment of the application also provides electronic equipment, which comprises a processor and a memory;
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute, according to instructions in the program code, a service processing method based on the intermediate station scheduling as described in any one of the implementation manners of the foregoing embodiments.
The embodiment of the application also provides a computer readable storage medium, and a computer program is stored on the computer readable storage medium, and when the computer program is executed by a processor, the method for processing the service based on the middle-stage scheduling is realized.
It should be noted that the business processing method and the related device based on the middle-stage scheduling provided by the application can be applied to the financial field or other fields, for example, can be applied to banking business processing application scenes in the financial field. Other fields are any field other than the financial field, for example, the business processing field of electricity customers. The foregoing is merely exemplary, and the application fields of the service processing method and the related device based on the intermediate station scheduling provided by the present application are not limited.
In the present specification, each embodiment is described in a progressive manner, and each embodiment is mainly described in a different point from other embodiments, and identical and similar parts between the embodiments are all enough to refer to each other. For the device disclosed in the embodiment, since it corresponds to the method disclosed in the embodiment, the description is relatively simple, and the relevant points refer to the description of the method section.
It is further noted that relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Moreover, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. The software modules may be disposed in Random Access Memory (RAM), memory, read Only Memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.
The above embodiments may be combined in any manner, and features described in the embodiments in the present specification may be replaced or combined with each other in the above description of the disclosed embodiments, so as to enable those skilled in the art to make or use the present application.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A method for processing a service based on a middle station schedule, which is applied to a middle station, the method comprising:
under the condition that a plurality of service requests sent by a website foreground are received, respectively analyzing each service request to obtain the type and the preprocessing data of each service request, wherein the preprocessing data of the service requests are obtained by preprocessing the website foreground based on the foreground and background splitting results of the service;
determining a background personnel network address set corresponding to each service request according to the type of each service request and the corresponding relation between the pre-stored service request type and the background personnel network address set;
and respectively sending the preprocessing data of each service request to the corresponding background personnel according to the background personnel network address set corresponding to each service request, so that the background personnel process the corresponding service request.
2. The method according to claim 1, wherein the sending the pre-processed data of each service request to the corresponding background person according to the corresponding background person network address set of each service request includes:
determining a background personnel network address corresponding to each service request according to a preset load balancing strategy and a background personnel network address set corresponding to each service request;
and respectively sending the preprocessing data of each service request to the corresponding background personnel based on the corresponding background personnel network address of each service request.
3. The method according to claim 2, wherein determining the background person network address corresponding to each service request according to the preset load balancing policy and the background person network address set corresponding to each service request comprises:
determining whether the network address of each background person is valid according to the service quality and/or attendance information of each background person;
and determining the background personnel network address corresponding to each service request according to a preset load balancing strategy and the effective background personnel network address in the background personnel network address set corresponding to each service request.
4. The method of claim 1, wherein after sending the pre-processed data for each of the service requests to the corresponding background personnel, respectively, the method further comprises:
and establishing communication connection between the network point foreground and the corresponding background personnel network address, so that the background personnel process the corresponding service request according to the communication connection, wherein the communication connection is voice connection, video connection or virtual reality connection.
5. The method according to claim 1, wherein the method further comprises:
and periodically storing the increment data of the middle stations into a shared database, wherein each middle station in the middle station cluster has access rights to the shared database.
6. The method of claim 5, wherein the method further comprises:
periodically broadcasting the address of the middle station to the middle station cluster, and receiving the addresses of the middle stations broadcasted by other middle stations except the middle station in the middle station cluster;
for each middle station except the middle station in the middle station cluster, if the address of the middle station is not received in the current period, adding 1 to the interrupt count of the middle station in the current period in the shared database, and determining that the middle station fails when the interrupt count is greater than a threshold value;
and generating an effective middle station list according to whether each middle station in the middle station cluster fails or not, and storing the effective middle station list into the shared database so that a network point foreground periodically reads the effective middle station list to select an effective middle station.
7. The method according to claim 1, wherein the method further comprises:
periodically acquiring client feedback data of a website front counter and client feedback data of a background person, wherein the website front counter is a manual counter or a virtual counter;
and evaluating the service quality of the website foreground teller according to the client feedback data of the website foreground teller, and evaluating the service quality of the background staff according to the client feedback data of the background staff.
8. A service processing apparatus based on a medium station schedule, applied to a medium station, the apparatus comprising:
the service request analysis unit is used for respectively analyzing each service request under the condition of receiving a plurality of service requests sent by the network point foreground, so as to obtain the type and the preprocessing data of each service request, wherein the preprocessing data of the service requests are obtained by preprocessing the service by the network point foreground based on the foreground and background splitting results of the service;
a network address set determining unit, configured to determine a background person network address set corresponding to each service request according to a type of each service request and a corresponding relation between a pre-stored service request type and the background person network address set;
and the service request scheduling unit is used for respectively transmitting the preprocessing data of each service request to the corresponding background personnel according to the background personnel network address set corresponding to each service request so as to enable the background personnel to process the corresponding service request.
9. An electronic device comprising a processor and a memory;
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute a method for processing services based on a central office schedule according to instructions in the program code according to any one of claims 1-7.
10. A computer readable storage medium, wherein a computer program is stored on the computer readable storage medium, and when executed by a processor, the computer program implements a method for processing services based on a central office schedule according to any one of claims 1-7.
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