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WO2019051866A1 - 权益信息管理方法、装置、设备及计算机可读存储介质 - Google Patents

权益信息管理方法、装置、设备及计算机可读存储介质 Download PDF

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Publication number
WO2019051866A1
WO2019051866A1 PCT/CN2017/102882 CN2017102882W WO2019051866A1 WO 2019051866 A1 WO2019051866 A1 WO 2019051866A1 CN 2017102882 W CN2017102882 W CN 2017102882W WO 2019051866 A1 WO2019051866 A1 WO 2019051866A1
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WIPO (PCT)
Prior art keywords
information
equity
dimension
agent
rights
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2017/102882
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English (en)
French (fr)
Inventor
史大毛
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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Publication of WO2019051866A1 publication Critical patent/WO2019051866A1/zh
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
    • G06Q30/0211—Determining the effectiveness of discounts or incentives
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Definitions

  • the present application relates to the field of information technology, and in particular, to an equity information management method, apparatus, device, and computer readable storage medium.
  • An embodiment of the present application provides a
  • the equity information management method, device and computer readable storage medium are designed to help the agent effectively manage the customer's rights and increase the adhesion between the agent and the customer, so as to improve the user's purchasing experience.
  • an embodiment of the present application provides an equity information management method, where the equity information management method includes:
  • the dimension equity information is stored in a preset equity information template according to a preset information arrangement rule to generate an equity information table;
  • the equity information table is sent to the agent terminal.
  • the embodiment of the present application provides an equity information management apparatus, where the equity information management apparatus includes:
  • a communication establishing module configured to establish a communication connection with a service channel, wherein the service channel is a communication channel between the agent and the client;
  • a data acquisition module configured to acquire, by using the service channel, communication data between the agent and the client;
  • a synchronization analysis acquisition module configured to synchronize the communication data to a Hadoop system, and analyze the communication data by using the Hadoop system to obtain dimension equity information corresponding to the customer;
  • An arrangement storage generation module configured to store the dimension equity information in a preset equity information template according to a preset information arrangement rule to generate an equity information table
  • the information table sending module is configured to send the equity information table to the agent terminal.
  • an embodiment of the present application provides an equity information management device, where the device includes a processor, an input device, an output device, and a memory, and the processor, the input device, the output device, and the memory are connected to each other, wherein
  • the memory is for storing application code that supports the apparatus for performing the above method, the processor being configured to perform the method of the first aspect above.
  • an embodiment of the present application provides a computer readable storage medium, where the computer readable storage medium stores a computer program executed by one or more processors to implement the first aspect described above. Methods.
  • the embodiment of the present application obtains a communication connection with a service channel, and acquires communication data between the agent and the client through the service channel; and analyzes the communication data by using a Hadoop system to obtain a dimension corresponding to the client.
  • Equity information storing the dimension equity information in a preset equity information template according to a preset information arrangement rule to generate an equity information table; and transmitting the equity information table to an agent terminal for viewing by an agent, the agent may be according to the
  • the equity information table tracks the customer rights that are docked. This increases the adhesion between the agent and the customer to enhance the user's buying experience.
  • FIG. 1 is a schematic structural diagram of an equity information management system provided by the present application.
  • FIG. 2 is a schematic flow chart of an equity information management method according to an embodiment of the present application.
  • FIG. 3 is a schematic flow chart of the sub-steps of step S102 in Figure 2;
  • FIG. 4 is a schematic flowchart of a method for managing rights information according to another embodiment of the present application.
  • FIG. 5 is a schematic flowchart of a method for managing rights information according to another embodiment of the present application.
  • FIG. 6 is a schematic block diagram of an equity information management apparatus according to an embodiment of the present application.
  • FIG. 7 is a schematic block diagram of an equity information management apparatus according to another embodiment of the present application.
  • FIG. 8 is a schematic block diagram of an equity information management apparatus according to another embodiment of the present application.
  • FIG. 9 is a schematic structural diagram of an equity information management device according to an embodiment of the present application.
  • FIG. 1 is a schematic structural diagram of an equity information management system provided by the present application.
  • the equity information management system includes a terminal and a server, wherein the terminal may be an electronic device such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a personal digital assistant, and a wearable device; the server may be a stand-alone server or multiple servers.
  • the server cluster that is composed.
  • the method for managing the equity information is implemented by the interaction between the terminal and the server.
  • the method can be designed as a software platform and at least one application end according to the equity information management method.
  • the software platform runs in the server, the application end runs in the terminal, and the agent uses the terminal through the terminal.
  • the application side establishes a communication connection with the application platform in the server to interact with the application platform to implement the equity information management method.
  • the following embodiments will be described based on the equity information management system.
  • FIG. 2 is a schematic flowchart of a method for managing rights information according to an embodiment of the present application.
  • the rights information management method may be run on a server.
  • the equity information management method as shown in FIG. 2 may include steps S101 to S107.
  • S101 Establish a communication connection with a service channel, where the service channel is a communication channel between the agent and the client.
  • the service channel is a communication channel between the agent and the client, and the agent serves the client through the service channel, and the service channel includes a web channel, an app channel or a telephone channel, and may also include other types of channels, and does not do this. limited.
  • the agent specifically refers to agent sales, which provide services to customers or sell products to customers through web channels, app channels or telephone channels.
  • the server establishes a communication connection with the service channel in order to obtain the agent communication data. It should be noted that if the service channel is a telephone channel, a communication connection can be established through the recording system of the telephone channel.
  • the communication data refers to communication information generated by the agent selling communication with the customer when selling the product, such as a sales record, a chat record, or voice information.
  • the web channel and the app channel are mostly run in the terminal, and after the server establishes a communication connection with the terminal, the connection information is established by establishing a connection with the related webpage and the app.
  • the corresponding communication information needs to be obtained before the recording is performed.
  • step S102 shown in FIG. 3 includes sub-steps S102a-S102b.
  • the service channel is a telephone channel
  • enable a recording monitoring function to obtain a telephone recording of the agent and the client.
  • the server needs to select the communication data of the agent and the client through the telephone channel, so the server needs to send an opening instruction to the recording system connected to the agent phone to turn on the recording monitoring of the recording system.
  • the function further acquires a telephone recording of the agent and the client.
  • S102b Acquire, by using a voice recognition technology, text information corresponding to the telephone recording as communication data.
  • the voice recording technology is used to identify the telephone recording to convert the telephone recording into corresponding text information, which is the communication data between the agent and the customer obtained through the telephone channel.
  • the Hadoop system can be understood as a database with faster data mining analysis capabilities, which has the analysis capability of big data.
  • the communication data is analyzed and processed by the Hadoop system to obtain different equity information corresponding to different customers, that is, dimension equity information.
  • the dimension equity information includes dimension information and equity information corresponding to the dimension information, where the dimension information includes related information in a user dimension or a product dimension, because some rights are sent to the user, Some rights are allocated on the product, for example, the gift roll is distributed to the user, and the car insurance is assigned to the vehicle.
  • the corresponding rights information includes: the name of the equity, the distribution channel, the time of giving, the status of the equity, the beneficiary, the time of collection, the time of use, and the validity period.
  • the preset information arrangement rule refers to a rule for orderly arranging relevant information of the rights, and the preset information arrangement rule may specifically include: the rights name, the distribution channel, the giving time, the equity status, The order in which the beneficiaries, collection time, usage time, and expiration date are arranged.
  • the preset equity information template refers to a template including dimension information and equity information, which is used to organize multiple rights content in the equity information into a template form for the user to view. The different clients or the same customers that are docked by the agent correspond to different interests, and the Hadoop system analyzes and processes the multiple dimension equity information, and stores the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate Equity information form.
  • the equity information table can clearly show the details of the rights information owned by different users.
  • the server sends the rights information table to the agent terminal for viewing by the agent.
  • the application platform can be sent through the software platform, and the agent can log in to the application terminal to view the rights information table.
  • the agent can manage the customer's rights according to the equity information in the equity information table, so that the agent can clearly know the specific information of each customer's equity information, such as the customer has those rights, the already used rights and the fast expired rights, etc. .
  • the agent can track the customer rights of the docking party according to the equity information table. This increases the adhesion between the agent and the customer, and improves the user's buying experience, so that the agent can promote the sale of related products.
  • the dimension information in the interest information table whose validity period meets the preset condition is also acquired, that is, the equity information is determined. Whether the equity of the table is about to expire, and the validity period meets the preset conditions to judge. Specifically, it can be judged that the distance validity period is different from the preset number of days. For example, the distance validity period is 5 days. If there is a dimension equity information, the difference is 5 days from the validity period.
  • the server processes the equity information that is about to expire as the dimension information to be prompted, and the agent needs to notify the client to follow up as soon as possible.
  • the to-be-prompted dimension equity information is sent to the agent terminal to prompt the agent to notify the corresponding customer, so as to avoid the situation that the customer's rights have expired and not used, thereby facilitating the agent's equity information.
  • Reasonable management is used.
  • the rights information management method in the above embodiment obtains the communication connection with the service channel through the communication channel, and acquires the communication data of the agent and the client through the service channel; the communication data is analyzed and processed by the Hadoop system to obtain the information
  • the dimension equity information corresponding to the customer storing the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate the equity information table; and sending the equity information table to the agent terminal for the agent to view,
  • the agent can track the customer rights of the docking party according to the equity information table. This increases the adhesion between the agent and the customer to enhance the user's buying experience.
  • FIG. 4 is a schematic flowchart of a method for managing rights information according to another embodiment of the present application.
  • the rights information management method may be run on a server, where the rights information is specifically used to help agents manage customer rights.
  • the equity information management method may include steps S201 to S208.
  • the service channel is a communication channel between the agent and the client, and the agent serves the client through the service channel, wherein the service channel includes a web channel, an app channel, or a phone channel.
  • the server establishes a communication connection with the web channel, the app channel or the telephone channel in order to obtain the agent communication data.
  • the communication data refers to communication information generated by the agent selling communication with the customer when selling the product, such as a sales record, a chat record, or voice information.
  • S203 Synchronize the communication data to a Hadoop system, and perform analysis processing on the communication data by using the Hadoop system to obtain dimension equity information corresponding to the client.
  • the dimension equity information includes dimension information and rights information corresponding to the dimension information, where the dimension information includes user identification information and product identification information, and the user identification information includes a mobile phone number or identity of the user.
  • the association relationship between the user identification information and the product identification information is analyzed by means of the big data analysis capability of the Hadoop system, and the association relationship refers to the association between the user identification information and the product identification information, such as the user identification information.
  • the product identification information is the license plate number, because the mobile phone number and the license plate number will belong to the same user name, for example, one mobile phone number "131xxxxxxxx” and the license plate number "Yue B: xxxxx” belong to Zhang San, Hadoop system
  • the big data analysis can also confirm whether Zhang San, which corresponds to the mobile phone number "131xxxxxxxx", and Zhang San, corresponding to "Yue B:xxxxx", are the same person according to the ID number. If it is the same person, the mobile phone number "131xxxxxxxx" and the license plate are considered. No. "Yue B: xxxxx" has an associated relationship.
  • the equity information corresponding to the user identification information and the product identification information is integrated according to the association relationship to generate user rights information, and different rights can be integrated, and all rights and interests under the same customer name can be identified, thereby facilitating the agent. Manage.
  • the user identification information in the dimension information is selected, for example, selecting a phone number in the dimension information, and using the phone number to distinguish different users. Selecting the user identification information in the dimension information, further comprising: selecting product identification information in the dimension information and user identification information having an association relationship with the product identification information; and using the user identification information having the association relationship
  • the purpose is to merge different dimensional information, thereby facilitating the management of the agent.
  • the preset information arrangement rule refers to a rule for orderly arranging relevant information of the rights
  • the preset information arrangement rule may specifically include: the rights name, the distribution channel, the giving time, the equity status, The order in which the beneficiaries, collection time, usage time, and expiration date are arranged.
  • the user identification information and the user interest information corresponding thereto are stored in the preset equity information template according to the preset information arrangement rule to generate an equity information table.
  • the equity information table can clearly show the details of the equity information owned by different users (mobile numbers).
  • the server sends the rights information table to the agent terminal for viewing by the agent.
  • the application platform can be sent through the software platform, and the agent can log in to the application terminal to view the rights information table.
  • the agent can manage the customer's rights according to the equity information in the equity information table.
  • the rights information management method in the above embodiment obtains the communication connection with the service channel through the communication channel, and acquires the communication data of the agent and the client through the service channel; the communication data is analyzed and processed by the Hadoop system to obtain the information Describe the dimension equity information corresponding to the customer, and integrate the different interests of the same user by means of the analysis and processing capability of Hadoop; store the equity information in the preset equity information template according to the preset information arrangement rule to generate the equity information table; The equity information table is sent to the agent terminal for viewing by the agent, and the agent can track the customer rights that are docked according to the rights information table. This increases the adhesion between the agent and the customer to enhance the user's buying experience.
  • FIG. 5 is a schematic flowchart of a method for managing rights information according to another embodiment of the present application.
  • the rights information management method may be run on a server, where the rights information is specifically used to help agents manage customer rights.
  • the equity information management method as shown in FIG. 5 may include steps S301 to S309.
  • the steps S301 to S305 are the same as the steps S101 to S105 in the above embodiment. For the sake of brevity, the details are not described herein.
  • S301 Establish a communication connection with a service channel, where the service channel is a communication channel between the agent and the client.
  • the server obtains the equity that has been used by the customer in the equity information table and the corresponding equity name. For example, if a customer has used a movie ticket or a Youku membership card, the equity name of the rights is obtained.
  • S307. Determine the customer's interest preference information according to the equity name.
  • the equity name is the equity name corresponding to the equity that has been used by the client in step S306, and thus the customer's interest preference information can be analyzed according to the user usage habit.
  • determining the customer's interest preference information according to the equity name includes: determining category information corresponding to the equity that the customer has used according to the equity name; and determining the customer's equity preference information according to the category information.
  • the category information of the movie ticket or the Youku membership card is a movie category, thereby determining that the user prefers to watch the movie, thereby determining the user's interest preference information. For the rights of the film category.
  • the server sends the interest preference information to the agent terminal for the agent to know the customer's preference for the rights.
  • the rights preference information may be recorded in the rights information table and sent to the agent terminal.
  • Equity preferences facilitate the agent to give back different benefits to different customers, thereby increasing the customer's buying experience.
  • the method further includes: determining whether to receive the confirmation viewing information fed back by the agent terminal within a preset time; and receiving the confirmation viewing information of the agent sales feedback. And hiding the dimension equity information corresponding to the confirmation viewing information. By hiding the dimensional interest information that the user has already viewed, it is convenient for the agent to effectively manage the customer's rights and interests in the case that the equity information table includes more dimensional interest information, thereby preventing omission or failure to process a customer's rights in time. information.
  • FIG. 6 is a schematic block diagram of an equity information management apparatus according to an embodiment of the present application.
  • the rights information management apparatus 400 includes: a communication establishment module 401, a data acquisition module 402, a synchronization analysis acquisition module 403, an arrangement storage generation module 404, an information table transmission module 405, an acquisition prompt module 406, and a transmission prompt module. 407.
  • the communication establishing module 401 is configured to establish a communication connection with a service channel, where the service channel is a communication channel between the agent and the client.
  • the service channel is a communication channel between the agent and the client, and the agent serves the client through the service channel.
  • the service channel includes a web channel, an app channel or a telephone channel, and may also include other types of channels, and is not limited herein.
  • the agent specifically refers to the agent sales, and the agent sales connects with the customer through the web channel, the app channel or the telephone channel to serve or sell the product to the customer.
  • the server establishes a communication connection with the service channel in order to obtain the agent communication data. It should be noted that if the service channel is a telephone channel, a communication connection can be established through the recording system of the telephone channel.
  • the data obtaining module 402 is configured to acquire communication data of the agent and the client through the service channel.
  • the communication data refers to communication information generated by the agent sales and communication with the customer when selling the product, such as sales records, chat records or voice information.
  • the web channel and the app channel are mostly run in the terminal, and after the server establishes a communication connection with the terminal, the connection information is established by establishing a connection with the related webpage and the app. However, for the telephone channel, the corresponding communication information needs to be obtained before the recording is performed.
  • the data obtaining module 402 includes: an open acquisition sub-module 4021 and an identification acquisition sub-module 4022.
  • the obtaining sub-module 4021 is configured to enable the recording monitoring function to obtain a telephone recording of the agent and the client if the service channel is a telephone channel.
  • the identification acquisition sub-module 4022 is configured to acquire, by using a voice recognition technology, text information corresponding to the telephone recording as communication data.
  • the voice recording technology is used to identify the telephone recording to convert the telephone recording into corresponding text information, which is the communication data between the agent and the customer obtained through the telephone channel.
  • the synchronization analysis obtaining module 403 is configured to synchronize the communication data to the Hadoop system, and analyze and process the communication data by using the Hadoop system to obtain dimension equity information corresponding to the client.
  • the Hadoop system can be understood as a database with faster data mining analysis capabilities, which has the ability to analyze big data.
  • the communication data is analyzed and processed by the Hadoop system to obtain different equity information corresponding to different customers, that is, dimension equity information.
  • the dimension equity information includes dimension information and equity information corresponding to the dimension information, where the dimension information includes related information in a user dimension or a product dimension, because some rights are sent to the user, Some rights are allocated on the product, for example, the gift roll is distributed to the user, and the car insurance is assigned to the vehicle.
  • the corresponding rights information includes: the name of the equity, the distribution channel, the time of giving, the status of the equity, the beneficiary, the time of collection, the time of use, and the validity period.
  • the arrangement storage generation module 404 is configured to store the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate an equity information table.
  • the preset information arrangement rule refers to a rule for orderly arranging related information of the rights, and the preset information arrangement rule may specifically include: the name of the rights, the distribution channel, the giving time, the status of the rights, the beneficiary object, and the receiving The order in which the time, usage time, and expiration date are arranged.
  • the preset equity information template refers to a template including dimension information and equity information, which is used to organize multiple rights content in the equity information into a template form for the user to view.
  • the different clients or the same customers that are docked by the agent correspond to different interests, and the Hadoop system analyzes and processes the multiple dimension equity information, and stores the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate Equity information form.
  • the equity information table can clearly show the details of the rights information owned by different users.
  • the information table sending module 405 is configured to send the rights information table to the agent terminal.
  • the server sends the rights information table to the agent terminal for viewing by the agent.
  • the application platform can be sent through the software platform, and the agent can log in to the application terminal to view the equity information table.
  • the agent can manage the customer's rights according to the equity information in the equity information table, so that the agent can clearly know the specific information of each customer's equity information, such as the customer has those rights, the already used rights and the fast expired rights, etc. .
  • the agent can track the customer rights of the docking party according to the equity information table. This increases the adhesion between the agent and the customer, and improves the user's buying experience, so that the agent can promote the sale of related products.
  • the obtaining prompting module 406 is configured to obtain the dimension equity information in the equity information table whose validity period meets the preset condition as the dimension equity information to be prompted.
  • the dimension equity information in the interest information table whose validity period satisfies the preset condition, that is, whether the equity of the equity information table is about to expire, and the validity period is satisfied.
  • the distance valid period is determined by the preset number of days. For example, the distance validity period is 5 days. If there is a dimension equity information that is 5 days away from the validity period, it is determined that the dimension equity information meets the preset.
  • the condition, that is, the interest information that is about to expire the server treats the interest information that is about to expire as the dimension information to be prompted, and needs to notify the client to follow up as soon as possible.
  • the sending prompting module 407 is configured to send the to-be-prompted dimension equity information to the agent terminal to prompt the agent to notify the corresponding client.
  • the information about the dimension to be prompted is sent to the agent terminal to prompt the agent to notify the corresponding customer, so as to avoid the situation that the customer's rights have expired and not used, thereby facilitating the reasonable management of the agent's rights and interests.
  • the rights information management device in the above embodiment obtains the communication connection with the service channel through the communication channel, and acquires the communication data between the agent and the client through the service channel; the communication data is analyzed and processed by the Hadoop system to obtain the information
  • the dimension equity information corresponding to the customer storing the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate the equity information table; and sending the equity information table to the agent terminal for the agent to view,
  • the agent can track the customer rights of the docking party according to the equity information table. This increases the adhesion between the agent and the customer to enhance the user's buying experience.
  • FIG. 7 is a schematic block diagram of an equity information management apparatus according to another embodiment of the present application.
  • the rights information management apparatus 500 includes: a communication establishment module 501, a data acquisition module 502, a synchronization analysis acquisition module 503, an association analysis module 504, an integration generation module 505, an identifier selection module 506, and an arrangement storage generation module 507. And information table sending module 508.
  • the communication establishing module 501 is configured to establish a communication connection with a service channel, where the service channel is a communication channel between the agent and the client.
  • the service channel is a communication channel between the agent and the customer, and the agent serves the customer through the service channel, wherein the service channel includes a web channel, an app channel or a telephone channel.
  • the server establishes a communication connection with the web channel, the app channel or the telephone channel in order to obtain the agent communication data.
  • the data obtaining module 502 is configured to acquire communication data of the agent and the client through the service channel.
  • the communication data refers to communication information generated by the agent sales and communication with the customer when selling the product, such as sales records, chat records or voice information.
  • the synchronization analysis obtaining module 503 is configured to synchronize the communication data to the Hadoop system, and analyze and process the communication data by using the Hadoop system to obtain dimension equity information corresponding to the client.
  • the dimension rights information includes dimension information and rights information corresponding to the dimension information, where the dimension information includes user identification information and product identification information, and the user identification information includes a mobile phone number or an ID number of the user.
  • the product identification information includes the identification number of the user product, such as the license plate number, etc.;
  • the equity information includes the name of the equity, the distribution channel, the giving time, the status of the equity, the beneficiary object, the time of collection, the time of use, and the expiration date.
  • the association analysis module 504 is configured to analyze the association relationship between the user identification information and the product identification information by using the Hadoop system.
  • the association relationship between the user identification information and the product identification information is analyzed by means of the big data analysis capability of the Hadoop system, and the association relationship refers to the association between the user identification information and the product identification information, for example, the user identification information is a mobile phone number.
  • the product identification information is the license plate number, because the mobile phone number and the license plate number will belong to the same user name.
  • one mobile phone number “131xxxxxxxx” and the license plate number “Yue B: xxxxx” belong to Zhang San
  • the big data analysis of Hadoop system can According to the ID number, it can be confirmed whether Zhang San, which corresponds to the mobile phone number "131xxxxxxxx”, and Zhang San, which corresponds to "Yue B:xxxxx", are the same person. If it is the same person, the mobile phone number "131xxxxxxxx" and the license plate number "Yue B" are considered. :xxxxx” has an association.
  • the integration generation module 505 is configured to integrate the equity information corresponding to the user identification information and the product identification information according to the association relationship to generate user equity information.
  • the equity information corresponding to the user identification information and the product identification information is integrated according to the association relationship to generate user rights information, and different rights can be integrated, and all rights and interests under the same customer name can be identified, thereby facilitating the agent. Manage.
  • the identifier selection module 506 is configured to select user identification information in the dimension information.
  • the user identification information in the dimension information is selected, for example, selecting a phone number in the dimension information, and using the phone number to distinguish different users. Selecting the user identification information in the dimension information, further comprising: selecting product identification information in the dimension information and user identification information having an association relationship with the product identification information; and using the user identification information having the association relationship Instead of the product identification information, the purpose is to merge different dimensional information, thereby facilitating the management of the agent.
  • the arrangement storage generation module 507 is configured to store the user identification information and user interest information corresponding thereto in the preset equity information template according to a preset information arrangement rule to generate an equity information table.
  • the preset information arrangement rule refers to a rule for orderly arranging related information of the rights, and the preset information arrangement rule may specifically include: the name of the rights, the distribution channel, the giving time, the status of the rights, the beneficiary object, and the receiving The order in which the time, usage time, and expiration date are arranged.
  • the user identification information and the user interest information corresponding thereto are stored in the preset equity information template according to the preset information arrangement rule to generate an equity information table.
  • the equity information table can clearly show the details of the equity information owned by different users (mobile numbers).
  • the information table sending module 508 is configured to send the equity information table to the agent terminal.
  • the server sends the rights information table to the agent terminal for viewing by the agent.
  • the application platform can be sent through the software platform, and the agent can log in to the application terminal to view the equity information table.
  • the agent can manage the customer's rights according to the equity information in the equity information table.
  • the rights information management device in the above embodiment obtains the communication connection with the service channel through the communication channel, and acquires the communication data between the agent and the client through the service channel; the communication data is analyzed and processed by the Hadoop system to obtain the information Describe the dimension equity information corresponding to the customer, and integrate the different interests of the same user by means of the analysis and processing capability of Hadoop; store the equity information in the preset equity information template according to the preset information arrangement rule to generate the equity information table; The equity information table is sent to the agent terminal for viewing by the agent, and the agent can track the customer rights that are docked according to the rights information table. This increases the adhesion between the agent and the customer to enhance the user's buying experience.
  • FIG. 8 is a schematic block diagram of an equity information management apparatus according to another embodiment of the present application.
  • the rights information management apparatus 600 includes: a communication establishment module 601, a data acquisition module 602, a synchronization analysis acquisition module 603, an arrangement storage generation module 604, an information table transmission module 605, an equity name acquisition module 606, and preference information.
  • the communication establishing module 601 is configured to establish a communication connection with a service channel, where the service channel is a communication channel between the agent and the client.
  • the data obtaining module 602 is configured to obtain communication data between the agent and the client through the service channel.
  • the synchronization analysis obtaining module 603 is configured to synchronize the communication data to the Hadoop system, and analyze the communication data by the Hadoop system to obtain dimension equity information corresponding to the client.
  • the arrangement storage generation module 604 is configured to store the dimension equity information in the preset equity information template according to the preset information arrangement rule to generate an equity information table.
  • the information table sending module 605 is configured to send the rights information table to the agent terminal.
  • the equity name obtaining module 606 is configured to obtain the equity status in the equity information table as the used corresponding equity name.
  • the server obtains the equity that has been used by the customer in the equity information table and the corresponding equity name. For example, if a customer has used a movie ticket or a Youku membership card, the equity name of the rights is obtained.
  • the preference information determining module 607 is configured to determine the equity preference information of the customer according to the equity name.
  • the equity name is an equity name corresponding to the equity that has been used by the customer, and thus the customer's interest preference information can be analyzed according to the user's usage habits.
  • determining the customer's interest preference information according to the equity name includes: determining category information corresponding to the equity that the customer has used according to the equity name; and determining the customer's equity preference information according to the category information.
  • the category information of the movie ticket or the Youku membership card is a movie category, thereby determining that the user prefers to watch the movie, thereby determining the user's interest preference information. For the rights of the film category.
  • the preference information sending module 608 is configured to send the equity preference information to the agent terminal.
  • the server sends the interest preference information to the agent terminal for the agent to know the customer's preference for the rights.
  • the rights preference information may be recorded in the rights information table and sent to the agent terminal.
  • Equity preferences facilitate the agent to give back different benefits to different customers, thereby increasing the customer's buying experience.
  • the rights information management apparatus further includes: a receiving determining module, configured to determine whether to receive the confirmation viewing information fed back by the agent terminal within a preset time; and an equity hiding module, configured to receive the confirmation of the agent sales feedback Viewing information, hiding the dimension equity information corresponding to the confirmation viewing information.
  • rights information management apparatus in the above embodiment may be implemented in the form of a computer program that can be run on the equity information management device as shown in FIG. 9.
  • FIG. 9 is a schematic structural diagram of an equity information management device according to an embodiment of the present application.
  • the apparatus 800 in this embodiment as shown in FIG. 9 may include one or more processors 801; one or more input devices 802, one or more output devices 803, and a memory 804.
  • the processor 801, the input device 802, the output device 803, and the memory 804 are connected via a bus 805.
  • the memory 802 is used to store instructions, and the processor 801 Instructions for executing memory 802 storage.
  • the processor 801 is configured to perform the following steps:
  • the dimension equity information includes dimension information and equity information corresponding to the dimension information, wherein the dimension information includes user identification information and product identification information.
  • the processor 801 also specifically performs the following steps:
  • the method further includes: analyzing, by the Hadoop system, the user identification information and the product identification information. And associating the equity information corresponding to the user identification information and the product identification information according to the association relationship to generate user equity information;
  • the storing the dimension equity information in the preset equity information template to generate the equity information table according to the preset information arrangement rule includes: selecting user identification information in the dimension information; and arranging rules according to the preset information
  • the user identification information and the user rights information corresponding thereto are stored in the preset equity information template to generate an equity information table.
  • the processor 801 is further configured to: if the service channel is a telephone channel, enable a recording monitoring function to obtain a phone recording of the agent and the client; and acquire a text corresponding to the phone recording by using a voice recognition technology Information as communication data.
  • the processor 801 after executing the sending the rights information table to the agent terminal, the processor 801 is further configured to perform the following steps:
  • the processor 801 after executing the sending the rights information table to the agent terminal, the processor 801 is further configured to perform the following steps:
  • the processor 801 after executing the sending the rights information table to the agent terminal, the processor 801 is further configured to perform the following steps:
  • the so-called processor 801 may be a central processing unit (Central Processing Unit, CPU), the processor can also be other general purpose processors, digital signal processors (DSPs), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), off-the-shelf programmable gate array (Field-Programmable) Gate Array, FPGA) Or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components, and the like.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the input device 802 may include a touch panel or the like, and the output device 803 may include a display (LCD or the like), a speaker, or the like.
  • the memory 804 can include read only memory and provide instructions and data to processor 801. A portion of memory 804 may also include non-volatile random access memory. For example, memory The 804 can also store information about the type of device.
  • the equity information management device 800 in this embodiment includes other processors, such as sensors and the like, in addition to the processor 801, the input device 802, the output device 803, and the memory 804.
  • a computer readable storage medium is stored, the computer readable storage medium storing a computer program that is implemented by a processor to:
  • a communication connection with a service channel where the service channel is a communication channel between the agent and the client; obtaining communication data between the agent and the client through the service channel; synchronizing the communication data to the Hadoop system, through the Hadoop
  • the system performs an analysis process on the communication data to obtain dimension equity information corresponding to the customer; and stores the dimension equity information in a preset equity information template according to a preset information arrangement rule to generate an equity information table;
  • the statement of interest information is sent to the agent terminal.
  • the association relationship between the user identification information and the product identification information is analyzed by the Hadoop system; and the equity information corresponding to the user identification information and the product identification information is integrated according to the association relationship to generate user equity information; User identification information in the dimension information; and storing the user identification information and user interest information corresponding thereto in the preset equity information template according to the preset information arrangement rule to generate an equity information table.
  • the recording monitoring function is enabled to obtain a telephone recording of the agent and the customer; and the text information corresponding to the telephone recording is obtained as communication data by using a voice recognition technology.
  • the computer program is embodied by a processor when implemented:
  • the computer program is embodied by a processor when implemented:
  • the computer program is embodied by a processor when implemented:
  • the computer readable storage medium may be an internal storage unit of the apparatus described in the above embodiments, such as a hard disk or a memory of a device or a terminal.
  • the computer readable storage medium may also be an external storage device of the device, such as a plug-in hard disk equipped on the device, a smart memory card (Smart Media Card, SMC), Secure Digital (SD) card, flash card (Flash) Card) and so on.
  • the computer readable storage medium is for storing the computer program and other programs and data required by the terminal.
  • the computer readable storage medium can also be used to temporarily store data that has been output or is about to be output.
  • each functional module in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more modules may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of a software functional unit.
  • the integrated unit if implemented in the form of a software functional module and sold or used as a standalone product, may be stored in a computer readable storage medium.
  • the technical solution of the present application may be in essence or part of the contribution to the prior art, or all or part of the technical solution may be embodied in the form of a software product stored in a storage medium.
  • Including several instructions to make a computer device may be a personal computer, server, or network device, etc.
  • the aforementioned readable storage medium includes: a USB flash drive, a mobile hard disk, and a read only memory. (ROM, Read-Only Memory), disk or optical disc, etc.

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Abstract

本申请公开了一种权益信息管理方法、装置、设备及计算机可读存储介质，方法包括：通过服务渠道获取坐席与客户的通信数据；将通信数据同步至Hadoop系统，对通信数据进行分析处理以获取维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将权益信息表发送至坐席终端。

Description

权益信息管理方法、装置、设备及计算机可读存储介质
本申请要求于2017年09月15日提交中国专利局、申请号为2017108352214、发明名称为“权益信息管理方法、装置、设备及计算机可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及信息技术领域，尤其涉及一种权益信息管理方法、装置、设备及计算机可读存储介质。
背景技术
目前，在销售过程中存在各种各样的营销及客户回馈活动，比如，产险电销销售过程中有赠送给客户礼品卷、会员卡、优惠券或彩金卡等各种权益，客户在购买的过程中可以获得上述各种权益，但是很多客户并不会当时就使用这些权益，同时后期坐席销售对客户权益的跟踪不足，也无法有效的帮客户管理该权益，比如查看权益的权益名称、使用情况、使用时间、有效期限和领取数量等信息。因此不能更好地服务客户，影响用户的购买体验，进而失去一部分客户。
发明内容
本申请实施例提供一种 权益信息管理方法、装置及计算机可读存储介质，旨在帮助坐席有效地管理客户权益，增加坐席与客户间的黏着性，以提高用户的购买体验。
第一方面，本申请实施例提供了一种权益信息管理方法，该权益信息管理方法包括：
建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
通过所述服务渠道获取所述坐席与客户的通信数据；
将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
将所述权益信息表发送至坐席终端。
第二方面，本申请实施例提供了一种权益信息管理装置，该权益信息管理装置包括：
通讯建立模块，用于建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
数据获取模块，用于通过所述服务渠道获取所述坐席与客户的通信数据；
同步分析获取模块，用于将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
排列储存生成模块，用于根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
信息表发送模块，用于将所述权益信息表发送至坐席终端。
第三方面，本申请实施例提供了一种权益信息管理设备，所述设备包括处理器、输入装置、输出装置和存储器，所述处理器、输入装置、输出装置和存储器相互连接，其中，所述存储器用于存储支持装置执行上述方法的应用程序代码，所述处理器被配置用于执行上述第一方面的方法。
第四方面，本申请实施例提供了一种计算机可读存储介质，所述计算机可读存储介质存储有计算机程序，所述计算机程序被一个或一个以上的处理器执行，以实现上述第一方面的方法。
本申请实施例通过建立与服务渠道的通讯连接，以及通过所述服务渠道获取所述坐席与客户的通信数据；借助于Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端以供坐席查看，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，以提高用户的购买体验。
附图说明
为了更清楚地说明本申请实施例技术方案，下面将对实施例描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图 1是本申请提供的权益信息管理系统的结构组成示意图；
图 2是本申请一实施例提供的一种权益信息管理方法的示意流程图；
图 3是图2中步骤S102的子步骤示意流程图；
图 4是本申请另一实施例提供的一种权益信息管理方法的示意流程图；
图 5是本申请又一实施例提供的一种权益信息管理方法的示意流程图；
图 6是本申请一实施例提供的一种权益信息管理装置的示意性框图；
图 7是本申请另一实施例提供的一种权益信息管理装置的示意性框图；
图 8是本申请又一实施例提供的一种权益信息管理装置的示意性框图；
图 9是本申请实施例提供的一种权益信息管理设备的结构组成示意图。
具体实施方式
下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
应当理解，当在本说明书和所附权利要求书中使用时，术语“包括”和 “包含”指示所描述特征、整体、步骤、操作、元素和/或组件的存在，但并不排除一个或多个其它特征、整体、步骤、操作、元素、组件和/或其集合的存在或添加。
参阅图1，图1本申请提供的权益信息管理系统的结构组成示意图。该权益信息管理系统包括终端和服务器，其中终端可以是智能手机、平板电脑、笔记本电脑、台式电脑、个人数字助理和穿戴式设备等电子设备；服务器可以是独立的服务器，也可以是多个服务器组成的服务器集群。通过终端和服务器的交互以实现权益信息管理方法，具体可以根据该权益信息管理方法设计成软件平台和至少一个应用端，软件平台运行在服务器中，应用端运行在终端中，坐席通过终端使用该应用端，通过该应用端与服务器中的应用平台建立通信连接进行交互以实现该权益信息管理方法。以下实施例将基于该权益信息管理系统进行介绍。
参阅图2，图2是本申请一实施例提供一种权益信息管理方法的示意流程图，该权益信息管理方法可以运行在服务器。如图2所示该权益信息管理方法可包括步骤S101至S107。
S101、建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
在本实施例中，服务渠道为坐席与客户的通讯渠道，坐席通过该服务渠道服务于客户，该服务渠道包括网页渠道、App渠道或电话渠道，也可包括其他类型的渠道，在此不做限定。该坐席具体是指坐席销售，该坐席销售通过网页渠道、App渠道或电话渠道与客户对接提供服务或向客户销售产品等。服务器建立与服务渠道的通讯连接是为了获取坐席通讯数据。需要说明的是，如果服务渠道是电话渠道，可以通过与该电话渠道的录音系统建立通讯连接。
S102、通过所述服务渠道获取所述坐席与客户的通信数据。
在本实施例中，该通信数据是指坐席销售在销售产品时与客户进行沟通交流而产生的通信信息，比如销售记录、聊天记录或语音信息等。其中网页渠道和App渠道多是运行在终端中，服务器与该终端建立通信连接后，在与相关的网页和App建立连接即可获取相关的通信信息。但是对于电话渠道，需要先进行录音之后才能获取到相应的通信信息，基于此，如图3所示步骤S102包括子步骤S102a~S102b。
S102a、若所述服务渠道为电话渠道，开启录音监控功能以获取所述坐席与所述客户的电话录音。具体地，坐席通过电话渠道与客户对接时，则需要选择通过电话渠道获取所述坐席与客户的通信数据，因此服务器需要向与坐席电话连接的录音系统发送开启指令，以开启录音系统的录音监控功能进而获取所述坐席与所述客户的电话录音。
S102b、通过语音识别技术获取所述电话录音对应的文字信息作为通信数据。其中，通过语音识别技术对所述电话录音进行识别，以将所述电话录音转换成相对应的文字信息，该文字信息即为通过所述电话渠道获取到的所述坐席与客户的通信数据。
S103、将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
在本实施例中，该Hadoop系统可以理解为具有较快的数据挖掘分析能力的数据库，其具有大数据的分析能力。通过所述Hadoop系统对所述通信数据进行分析处理以获取不同客户对应的不同的权益信息，即维度权益信息。具体地，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中维度信息包括以用户为维度或以产品为维度的相关信息，因为有的权益是发送给用户的，有的权益是配置在产品上，比如，礼品卷分配给用户、车险是分配给车辆等。相应的所述权益信息包括：权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期等。
由于每个坐席均会对接不同的客户，因此会赠送不同的权益；即使相同的客户也会得到不同的权益；此外相同的客户以不同身份获取不同的权益，比如用电话号码表示用户或以车牌号表示车辆。这些维度信息及其对应的权益信息均可通过Hadoop的大数据分析能力进行分析处理。
S104、根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。
在本实施例中，该预设信息排列规则是指将权益的相关信息进行有序排列的规则，该预设信息排列规则具体可包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。该预设权益信息模板是指包括维度信息和权益信息的模板，用于将权益信息中多个权益内容整理成模板形式以方便用户查看。将该坐席对接的不同客户或者同一客户对应不同的权益，通过Hadoop系统分析处理后得到多个维度权益信息，根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。该权益信息表可以清晰地显示出不同的用户拥有的权益信息的详细内容。
S105、将所述权益信息表发送至坐席终端。
在本实施例中，服务器将所述权益信息表发送至坐席终端以供所述坐席查看，具体可以通过软件平台发送各个应用端，坐席登录该应用端即可查看到权益信息表。该坐席可以按照该权益信息表中的权益信息对客户权益进行管理，由此坐席可以清晰地知道各个客户的权益信息的具体情况，比如客户具有那些权益，已经使用了权益以及快过期的权益等。
因此，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，提高了用户的购买体验，以便坐席推广销售相关的产品。
S106、获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息。
在本实施例中，为了帮助坐席更加自能地管理客户的权益，因此在步骤S105之后，还需获取所述权益信息表中有效期满足预设条件的维度权益信息，即是判断所述权益信息表的权益是否快要过期，通过有效期满足预设条件进行判断，具体可以判断距离有效期还差预设天数，比如距离有效期还差5天时间，如果有一条维度权益信息距离有效期还差5天时间，即判定为该维度权益信息满足预设条件，即为快要过期的权益信息，服务器将快要到期的权益信息作为待提示维度权益信息进行处理，需要坐席尽快通知到客户进行跟进处理。
S107、将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
在本实施例中，将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户，以避免客户的权益出现过期还没有使用的情况，由此方便了坐席的权益信息的合理管理。
上述实施例中的权益信息管理方法通过建立与服务渠道的通讯连接，以及通过所述服务渠道获取所述坐席与客户的通信数据；借助于Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端以供坐席查看，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，以提高用户的购买体验。
参阅图4，图4是本申请另一实施例提供一种权益信息管理方法的示意流程图，该权益信息管理方法可以运行在服务器，该权益信息具体用于帮助坐席管理客户权益。如图4所示，该权益信息管理方法可包括步骤S201至S208。
S201、建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
在本实施例中，服务渠道为坐席与客户的通讯渠道，该坐席通过该服务渠道服务于客户，其中该服务渠道包括网页渠道、App渠道或电话渠道。服务器建立与网页渠道、App渠道或电话渠道的通讯连接是为了获取坐席通讯数据。
S202、通过所述服务渠道获取所述坐席与客户的通信数据。
在本实施例中，该通信数据是指坐席销售在销售产品时与客户进行沟通交流而产生的通信信息，比如销售记录、聊天记录或语音信息等。
S203、将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
在本实施例中，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中所述维度信息包括用户标识信息和产品标识信息，用户标识信息包括用户的手机号或身份证号等，产品标识信息包括用户产品的标识号等，比如车牌号等；所述权益信息包括权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期等。
S204、通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系。
在本实施例中，借助于Hadoop系统的大数据分析能力，以分析出用户标识信息和产品标识信息的关联关系，该关联关系是指用户标识信息和产品标识信息的关联性，比如用户标识信息为手机号，产品标识信息为车牌号，因为手机号和车牌号会同属于同一用户的名下，比如其中一个手机号“131xxxxxxxx”和车牌号“粤B：xxxxx”都属于张三，Hadoop系统的大数据分析能还可根据身份证号确认手机号“131xxxxxxxx”对应的张三与“粤B：xxxxx”对应的张三是否是否同一个人，如果是同一个人，则认为手机号“131xxxxxxxx”和车牌号“粤B：xxxxx”具有关联关系。
S205、根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息。
在本实施例中，由于权益的种类不同，有的权益是分配给用户的，比如电影券等，有的权益是给用户产品的，比如车险类优惠券等，因此所述用户标识信息和产品标识信息均会对应不同的权益，但这些权益有可能是属于同一客户的。因此，根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息，可以将不同的权益进行整合，可以识别出同一客户名下的全部权益，进而方便坐席进行管理。
S206、选择所述维度信息中的用户标识信息。
在本实施例中，选择所述维度信息中的用户标识信息，比如选择维度信息中的电话号，用该电话号区分不同的用户。选择所述维度信息中的用户标识信息，还包括，选择所述维度信息中的产品标识信息及与所述产品标识信息具有关联关系的用户标识信息；以及用所述具有关联关系的用户标识信息代替所述产品标识信息，目的是为了合并不同的维度信息，进而便于坐席的管理。
S207、根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
在本实施例中，该预设信息排列规则是指将权益的相关信息进行有序排列的规则，该预设信息排列规则具体可包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。根据预设信息排列规则将用户标识信息和与其对应的用户权益信息存储在预设权益信息模板中以生成权益信息表。该权益信息表可以清晰地显示出不同的用户（手机号）拥有的权益信息的详细内容。
S208、将所述权益信息表发送至坐席终端。
在本实施例中，服务器将所述权益信息表发送至坐席终端以供所述坐席查看，具体可以通过软件平台发送各个应用端，坐席登录该应用端即可查看到权益信息表。该坐席可以按照该权益信息表中的权益信息对客户权益进行管理。
上述实施例中的权益信息管理方法通过建立与服务渠道的通讯连接，以及通过所述服务渠道获取所述坐席与客户的通信数据；借助于Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息，同时借助Hadoop的分析处理能力整合出同一用户下不同权益；根据预设信息排列规则将所述这些权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端以供坐席查看，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，以提高用户的购买体验。
参阅图5，图5是本申请又一实施例提供一种权益信息管理方法的示意流程图，该权益信息管理方法可以运行在服务器，该权益信息具体用于帮助坐席管理客户权益。如图5所示该权益信息管理方法可包括步骤S301至S309。其中步骤S301~S305与上述实施例中的步骤S101~S105完全相同，为了说明的简洁性，在此不做赘述。
S301、建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
S302、通过所述服务渠道获取所述坐席与客户的通信数据。
S303、将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
S304、根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。
S305、将所述权益信息表发送至坐席终端。
S306、获取所述权益信息表中的权益状态为已使用对应的权益名称。
在本实施例中，服务器获取所述权益信息表中已被客户使用过的权益及其对应的权益名称，比如某客户已经使用过电影票或优酷会员卡等，则获取这些权益的权益名称。
S307、根据所述权益名称确定客户的权益喜好信息。
在本实施例中，根据所述权益名称，该权益名称为步骤S306中已经被客户使用过的权益对应的权益名称，由此根据用户使用习惯可以分析得出该客户的权益喜好信息。
具体地，根据所述权益名称确定客户的权益喜好信息，包括：根据所述权益名称确定所述客户已使用的权益对应的类别信息；根据所述类别信息确定所述客户的权益喜好信息。
譬如，比如某客户已经使用过电影票或优酷会员卡，可以确定电影票或优酷会员卡的类别信息为电影类别，由此可以确定用户比较喜欢看电影，由此可以确定该用户的权益喜好信息为电影类的权益。
S308、将所述权益喜好信息发送至所述坐席终端。
在本实施例中，服务器将所述权益喜好信息发送至所述坐席终端以供该坐席了解客户对权益的喜好，具体也可以将该权益喜好信息记录在权益信息表发送至坐席终端。权益喜好信息方便坐席针对不同的客户回馈不同的权益，由此增加了客户的购买体验。
此外，在所述将所述权益信息表发送至坐席终端之后，还包括：判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。通过隐藏用户已经查看过的所述维度权益信息，可以方便坐席在权益信息表包括较多的维度权益信息情况下，对客户的权益进行有效地管理，防止遗漏或不能及时处理某个客户的权益信息。
参阅图6，图6是本申请一实施例提供的一种权益信息管理装置的示意框图。如图6所示，该权益信息管理装置400包括：通讯建立模块401、数据获取模块402、同步分析获取模块403、排列储存生成模块404、信息表发送模块405、获取提示模块406和发送提示模块407。
通讯建立模块401，用于建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
其中，服务渠道为坐席与客户的通讯渠道，坐席通过该服务渠道服务于客户，该服务渠道包括网页渠道、App渠道或电话渠道，也可包括其他类型的渠道，在此不做限定。该坐席具体是指坐席销售，该坐席销售通过网页渠道、App渠道或电话渠道与客户对接以服务或向客户销售产品等。服务器建立与服务渠道的通讯连接是为了获取坐席通讯数据。需要说明的是，如果服务渠道是电话渠道，可以通过与该电话渠道的录音系统建立通讯连接。
数据获取模块402，用于通过所述服务渠道获取所述坐席与客户的通信数据。
其中，该通信数据是指坐席销售在销售产品时与客户进行沟通交流而产生的通信信息，比如销售记录、聊天记录或语音信息等。其中网页渠道和App渠道多是运行在终端中，服务器与该终端建立通信连接后，在与相关的网页和App建立连接即可获取相关的通信信息。但是对于电话渠道，需要先进行录音之后才能获取到相应的通信信息，基于此，数据获取模块402包括：开启获取子模块4021和识别获取子模块4022。
开启获取子模块4021，用于若所述服务渠道为电话渠道，开启录音监控功能以获取所述坐席与所述客户的电话录音。识别获取子模块4022，用于通过语音识别技术获取所述电话录音对应的文字信息作为通信数据。其中，通过语音识别技术对所述电话录音进行识别，以将所述电话录音转换成相对应的文字信息，该文字信息即为通过所述电话渠道获取到的所述坐席与客户的通信数据。
同步分析获取模块403，用于将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
其中，该Hadoop系统可以理解为具有较快的数据挖掘分析能力的数据库，其具有大数据的分析能力。通过所述Hadoop系统对所述通信数据进行分析处理以获取不同客户对应的不同的权益信息，即维度权益信息。具体地，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中维度信息包括以用户为维度或以产品为维度的相关信息，因为有的权益是发送给用户的，有的权益是配置在产品上，比如，礼品卷分配给用户、车险是分配给车辆等。相应的所述权益信息包括：权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期等。
由于每个坐席均会对接不同的客户，因此会赠送不同的权益；即使相同的客户也会得到不同的权益；此外相同的客户以不同身份获取不同的权益，比如用电话号码表示用户或以车牌号表示车辆。这些维度信息及其对应的权益信息均可通过Hadoop的大数据分析能力进行分析处理。
排列储存生成模块404，用于根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。
其中，该预设信息排列规则是指将权益的相关信息进行有序排列的规则，该预设信息排列规则具体可包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。该预设权益信息模板是指包括维度信息和权益信息的模板，用于将权益信息中多个权益内容整理成模板形式以方便用户查看。将该坐席对接的不同客户或者同一客户对应不同的权益，通过Hadoop系统分析处理后得到多个维度权益信息，根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。该权益信息表可以清晰地显示出不同的用户拥有的权益信息的详细内容。
信息表发送模块405，用于将所述权益信息表发送至坐席终端。
其中，服务器将所述权益信息表发送至坐席终端以供所述坐席查看，具体可以通过软件平台发送各个应用端，坐席登录该应用端即可查看到权益信息表。该坐席可以按照该权益信息表中的权益信息对客户权益进行管理，由此坐席可以清晰地知道各个客户的权益信息的具体情况，比如客户具有那些权益，已经使用了权益以及快过期的权益等。
因此，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，提高了用户的购买体验，以便坐席推广销售相关的产品。
获取提示模块406，用于获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息。
其中，为了帮助坐席更加自能地管理客户的权益，还需获取所述权益信息表中有效期满足预设条件的维度权益信息，即是判断所述权益信息表的权益是否快要过期，通过有效期满足预设条件进行判断，具体可以判断距离有效期还差预设天数，比如距离有效期还差5天时间，如果有一条维度权益信息距离有效期还差5天时间，即判定为该维度权益信息满足预设条件，即为快要过期的权益信息，服务器将快要到期的权益信息作为待提示维度权益信息进行处理，需要坐席尽快通知到客户进行跟进处理。
发送提示模块407，用于将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
其中，将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户，以避免客户的权益出现过期还没有使用的情况，由此方便了坐席的权益信息的合理管理。
上述实施例中的权益信息管理装置通过建立与服务渠道的通讯连接，以及通过所述服务渠道获取所述坐席与客户的通信数据；借助于Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端以供坐席查看，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，以提高用户的购买体验。
参阅图7，图7是本申请另一实施例提供的一种权益信息管理装置的示意框图。如图7所示，该权益信息管理装置500包括：通讯建立模块501、数据获取模块502、同步分析获取模块503、关联分析模块504、整合生成模块505、标识选择模块506、排列储存生成模块507和信息表发送模块508。
通讯建立模块501，用于建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
其中，服务渠道为坐席与客户的通讯渠道，该坐席通过该服务渠道服务于客户，其中该服务渠道包括网页渠道、App渠道或电话渠道。服务器建立与网页渠道、App渠道或电话渠道的通讯连接是为了获取坐席通讯数据。
数据获取模块502，用于通过所述服务渠道获取所述坐席与客户的通信数据。
其中，该通信数据是指坐席销售在销售产品时与客户进行沟通交流而产生的通信信息，比如销售记录、聊天记录或语音信息等。
同步分析获取模块503，用于将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
其中，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中所述维度信息包括用户标识信息和产品标识信息，用户标识信息包括用户的手机号或身份证号等，产品标识信息包括用户产品的标识号等，比如车牌号等；所述权益信息包括权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期等。
关联分析模块504，用于通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系。
其中，借助于Hadoop系统的大数据分析能力，以分析出用户标识信息和产品标识信息的关联关系，该关联关系是指用户标识信息和产品标识信息的关联性，比如用户标识信息为手机号，产品标识信息为车牌号，因为手机号和车牌号会同属于同一用户的名下，比如其中一个手机号“131xxxxxxxx”和车牌号“粤B：xxxxx”都属于张三，Hadoop系统的大数据分析能还可根据身份证号确认手机号“131xxxxxxxx”对应的张三与“粤B：xxxxx”对应的张三是否是否同一个人，如果是同一个人，则认为手机号“131xxxxxxxx”和车牌号“粤B：xxxxx”具有关联关系。
整合生成模块505，用于根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息。
其中，由于权益的种类不同，有的权益是分配给用户的，比如电影券等，有的权益是给用户产品的，比如车险类优惠券等，因此所述用户标识信息和产品标识信息均会对应不同的权益，但这些权益有可能是属于同一客户的。因此，根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息，可以将不同的权益进行整合，可以识别出同一客户名下的全部权益，进而方便坐席进行管理。
标识选择模块506，用于选择所述维度信息中的用户标识信息。
其中，选择所述维度信息中的用户标识信息，比如选择维度信息中的电话号，用该电话号区分不同的用户。选择所述维度信息中的用户标识信息，还包括，选择所述维度信息中的产品标识信息及与所述产品标识信息具有关联关系的用户标识信息；以及用所述具有关联关系的用户标识信息代替所述产品标识信息，目的是为了合并不同的维度信息，进而便于坐席的管理。
排列储存生成模块507，用于根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
其中，该预设信息排列规则是指将权益的相关信息进行有序排列的规则，该预设信息排列规则具体可包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。根据预设信息排列规则将用户标识信息和与其对应的用户权益信息存储在预设权益信息模板中以生成权益信息表。该权益信息表可以清晰地显示出不同的用户（手机号）拥有的权益信息的详细内容。
信息表发送模块508，用于将所述权益信息表发送至坐席终端。
其中，服务器将所述权益信息表发送至坐席终端以供所述坐席查看，具体可以通过软件平台发送各个应用端，坐席登录该应用端即可查看到权益信息表。该坐席可以按照该权益信息表中的权益信息对客户权益进行管理。
上述实施例中的权益信息管理装置通过建立与服务渠道的通讯连接，以及通过所述服务渠道获取所述坐席与客户的通信数据；借助于Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息，同时借助Hadoop的分析处理能力整合出同一用户下不同权益；根据预设信息排列规则将所述这些权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端以供坐席查看，该坐席可以根据该权益信息表对自己对接的客户权益进行跟踪处理。由此增加坐席与客户间的黏着性，以提高用户的购买体验。
参阅图8，图8是本申请又一实施例提供的一种权益信息管理装置的示意框图。如图8所示，该权益信息管理装置600包括：通讯建立模块601、数据获取模块602、同步分析获取模块603、排列储存生成模块604、信息表发送模块605、权益名称获取模块606、喜好信息确定模块607和喜好信息发送模块608。
通讯建立模块601，用于建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道。
数据获取模块602，用于通过所述服务渠道获取所述坐席与客户的通信数据。
同步分析获取模块603，用于将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息。
排列储存生成模块604，用于根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表。
信息表发送模块605，用于将所述权益信息表发送至坐席终端。
权益名称获取模块606，用于获取所述权益信息表中的权益状态为已使用对应的权益名称。
其中，服务器获取所述权益信息表中已被客户使用过的权益及其对应的权益名称，比如某客户已经使用过电影票或优酷会员卡等，则获取这些权益的权益名称。
喜好信息确定模块607，用于根据所述权益名称确定客户的权益喜好信息。
其中，根据所述权益名称，该权益名称为已经被客户使用过的权益对应的权益名称，由此根据用户使用习惯可以分析得出该客户的权益喜好信息。
具体地，根据所述权益名称确定客户的权益喜好信息，包括：根据所述权益名称确定所述客户已使用的权益对应的类别信息；根据所述类别信息确定所述客户的权益喜好信息。
譬如，比如某客户已经使用过电影票或优酷会员卡，可以确定电影票或优酷会员卡的类别信息为电影类别，由此可以确定用户比较喜欢看电影，由此可以确定该用户的权益喜好信息为电影类的权益。
喜好信息发送模块608，用于将所述权益喜好信息发送至所述坐席终端。
其中，服务器将所述权益喜好信息发送至所述坐席终端以供该坐席了解客户对权益的喜好，具体也可以将该权益喜好信息记录在权益信息表发送至坐席终端。权益喜好信息方便坐席针对不同的客户回馈不同的权益，由此增加了客户的购买体验。
此外，该权益信息管理装置还包括：接收判断模块，用于判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；权益隐藏模块，用于若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。通过隐藏用户已经查看过的所述维度权益信息，可以方便坐席在权益信息表包括较多的维度权益信息情况下，对客户的权益进行有效地管理，防止遗漏或不能及时处理某个客户的权益信息。
需要说明的是，上述实施例中的权益信息管理装置，可以实现为一种计算机程序的形式，计算机程序可在如图9所示的权益信息管理设备上运行。
参阅图9，图9是本申请一实施例提供的一种权益信息管理设备的结构组成示意图。如图9所示的本实施例中的装置800可以包括：一个或多个处理器801；一个或多个输入装置802，一个或多个输出装置803和存储器804。上述处理器801、输入装置802、输出装置803和存储器804通过总线805连接。存储器802用于存储指令，处理器801 用于执行存储器802存储的指令。其中，处理器801用于执行以下步骤：
建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
通过所述服务渠道获取所述坐席与客户的通信数据；将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端。
在一实施例中，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中所述维度信息包括用户标识信息和产品标识信息。该处理器801还具体执行以下步骤：
在执行所述通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息之后，还包括：通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；以及根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；
所述根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表，包括：选择所述维度信息中的用户标识信息；以及根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
具体地，处理器801还用于具体执行：若所述服务渠道为电话渠道，开启录音监控功能以获取所述坐席与所述客户的电话录音；通过语音识别技术获取所述电话录音对应的文字信息作为通信数据。
在某些实施例中，处理器801在执行完所述将所述权益信息表发送至坐席终端之后，还具体用于执行以下步骤：
获取所述权益信息表中的权益状态为已使用对应的权益名称；根据所述权益名称确定客户的权益喜好信息；将所述权益喜好信息发送至所述坐席终端。
在某些实施例中，处理器801在执行完所述将所述权益信息表发送至坐席终端之后，还具体用于执行以下步骤：
获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
在某些实施例中，处理器801在执行完所述将所述权益信息表发送至坐席终端之后，还具体用于执行以下步骤：
判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
应当理解，在本申请实施例中，所称处理器801可以是中央处理单元 (Central Processing Unit，CPU)，该处理器还可以是其他通用处理器、数字信号处理器 (Digital Signal Processor，DSP)、专用集成电路 (Application Specific Integrated Circuit，ASIC)、现成可编程门阵列 (Field-Programmable Gate Array，FPGA) 或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。
输入装置802可以包括触控板等，输出装置803可以包括显示器（LCD等）、扬声器等。该存储器 804可以包括只读存储器，并向处理器 801 提供指令和数据。存储器 804的一部分还可以包括非易失性随机存取存储器。例如，存储器 804还可以存储设备类型的信息。
可以理解的是，本实施例中的权益信息管理设备800，除了包括处理器801、输入装置802、输出装置803和存储器804，还可包括其他，比如传感器等。
在本申请的另一实施例中提供一种计算机可读存储介质，所述计算机可读存储介质存储有计算机程序，所述计算机程序被处理器执行时实现：
建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；通过所述服务渠道获取所述坐席与客户的通信数据；将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及将所述权益信息表发送至坐席终端。
其中，所述计算机程序被处理器执行时具体实现：
通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；以及根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；选择所述维度信息中的用户标识信息；以及根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
其中，所述计算机程序被处理器执行时具体实现：
若所述服务渠道为电话渠道，开启录音监控功能以获取所述坐席与所述客户的电话录音；通过语音识别技术获取所述电话录音对应的文字信息作为通信数据。
在某些实施例中，所述计算机程序被处理器执行时具体实现：
获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
在某些实施例中，所述计算机程序被处理器执行时具体实现：
获取所述权益信息表中的权益状态为已使用对应的权益名称；根据所述权益名称确定客户的权益喜好信息；以及将所述权益喜好信息发送至所述坐席终端。
在某些实施例中，所述计算机程序被处理器执行时具体实现：
判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
所述计算机可读存储介质可以是上述实施例所述的装置的内部存储单元，例如设备或终端的硬盘或内存。所述计算机可读存储介质也可以是所述装置的外部存储设备，例如所述装置上配备的插接式硬盘，智能存储卡（Smart Media Card, SMC），安全数字（Secure Digital, SD）卡，闪存卡（Flash Card）等。进一步地，所述计算机可读存储介质用于存储所述计算机程序以及所述终端所需的其他程序和数据。所述计算机可读存储介质还可以用于暂时地存储已经输出或者将要输出的数据。
所属领域的技术人员可以清楚地了解到，为了描述的方便和简洁，上述描述装置和模块的具体工作过程，可以参考前述方法实施例中的对应过程，在此不再赘述。
另外，在本申请各个实施例中的各功能模块可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以是两个或两个以上模块集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件功能单元的形式实现。
所述集成的单元如果以软件功能模块的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分，或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备 ( 可以是个人计算机，服务器，或者网络设备等 ) 执行本申请各个实施例所述方法的全部或部分步骤。而前述的可读存储介质包括 ：U 盘、移动硬盘、只读存储器 (ROM，Read-Only Memory)、磁碟或者光盘等各种可以存储程序代码的介质。
以上所述，仅为本申请的具体实施方式，但本申请的保护范围并不局限于此，任何熟悉本技术领域的技术人员在本申请揭露的技术范围内，可轻易想到各种等效的修改或替换，这些修改或替换都应涵盖在本申请的保护范围之内。因此，本申请的保护范围应以权利要求的保护范围为准。

Claims (18)

  1. 一种权益信息管理方法，包括：
    建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
    通过所述服务渠道获取所述坐席与客户的通信数据；
    将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
    根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
    将所述权益信息表发送至坐席终端。
  2. 根据权利要求1所述的权益信息管理方法，其中，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，其中所述维度信息包括用户标识信息和产品标识信息；
    所述通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息之后，还包括：
    通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；以及
    根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；
    所述根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表，包括：
    选择所述维度信息中的用户标识信息；以及
    根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
  3. 根据权利要求2所述的权益信息管理方法，其中，所述权益信息包括：权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期；所述预设信息排列规则包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。
  4. 根据权利要求1所述的权益信息管理方法，其中，所述将所述权益信息表发送至坐席终端之后，还包括：
    获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；
    将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
  5. 根据权利要求1所述的权益信息管理方法，其中，所述将所述权益信息表发送至坐席终端之后，还包括：
    判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；
    若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
  6. 一种权益信息管理装置，包括：
    通讯建立模块，用于建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
    数据获取模块，用于通过所述服务渠道获取所述坐席与客户的通信数据；
    同步分析获取模块，用于将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
    排列储存生成模块，用于根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
    信息表发送模块，用于将所述权益信息表发送至坐席终端。
  7. 根据权利要求6所述的权益信息管理装置，其中，所述维度权益信息包括维度信息和与所述维度信息相对应的权益信息，所述维度信息包括用户标识信息和产品标识信息；
    所述权益信息管理装置，还包括：
    关联分析模块，用于通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；
    整合生成模块，用于根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；
    标识选择模块，用于选择所述维度信息中的用户标识信息；
    排列储存生成模块，用于根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
  8. 根据权利要求7所述的权益信息管理装置，其中，所述权益信息包括：权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期；所述预设信息排列规则包括按所述权益名称、发放渠道、赠送时间、权益状态、受益对象、领取时间、使用时间和有效期进行排列的排列顺序。
  9. 根据权利要求6所述的权益信息管理装置，其中，所述权益信息管理装置还包括：
    获取提示模块，用于获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；
    发送提示模块，用于将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
  10. 根据权利要求6所述的权益信息管理装置，其中，所述将所述权益信息表发送至坐席终端之后，还包括：
    接收判断模块，用于判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；
    权益隐藏模块，用于若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
  11. 一种权益信息管理设备，包括处理器、输入装置、输出装置和存储器，所述处理器、输入装置、输出装置和存储器相互连接，其中，所述存储器用于存储应用程序代码，所述处理器被配置用于调用所述程序代码，执行：
    建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
    通过所述服务渠道获取所述坐席与客户的通信数据；
    将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
    根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
    将所述权益信息表发送至坐席终端。
  12. 根据权利要求11所述的权益信息管理设备，其中，所述处理器被配置用于调用所述程序代码，在执行所述通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息之后，还执行：
    通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；以及
    根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；
    在执行所述根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表，具体执行：
    选择所述维度信息中的用户标识信息；以及
    根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
  13. 根据权利要求11所述的权益信息管理设备，其中，所述处理器被配置用于调用所述程序代码，在执行所述将所述权益信息表发送至坐席终端之后，还执行：
    获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；
    将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
  14. 根据权利要求11所述的权益信息管理设备，其中，所述处理器被配置用于调用所述程序代码，在执行所述将所述权益信息表发送至坐席终端之后，还执行：
    判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；
    若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
  15. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机程序，所述计算机程序被一个或一个以上的处理器执行，以实现：
    建立与服务渠道的通讯连接，其中所述服务渠道为坐席与客户的通讯渠道；
    通过所述服务渠道获取所述坐席与客户的通信数据；
    将所述通信数据同步至Hadoop系统，通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息；
    根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表；以及
    将所述权益信息表发送至坐席终端。
  16. 根据所述权利要求15所述的计算机可读存储介质，其中，所述计算机程序被一个或一个以上的处理器执行，在实现所述通过所述Hadoop系统对所述通信数据进行分析处理以获取与所述客户对应的维度权益信息之后，还实现：
    通过所述Hadoop系统分析出所述用户标识信息和产品标识信息的关联关系；以及
    根据所述关联关系整合与所述用户标识信息和产品标识信息对应的权益信息以生成用户权益信息；
    在实现所述根据预设信息排列规则将所述维度权益信息存储在预设权益信息模板中以生成权益信息表，具体用于实现：
    选择所述维度信息中的用户标识信息；以及
    根据预设信息排列规则将所述用户标识信息和与其对应的用户权益信息存储在所述预设权益信息模板中以生成权益信息表。
  17. 根据所述权利要求15所述的计算机可读存储介质，其中，所述计算机程序被一个或一个以上的处理器执行，在实现所述将所述权益信息表发送至坐席终端之后，还用于实现：
    获取所述权益信息表中有效期满足预设条件的维度权益信息作为待提示维度权益信息；
    将所述待提示维度权益信息发送至所述坐席终端以提示所述坐席通知相应客户。
  18. 根据所述权利要求15所述的计算机可读存储介质，其中，所述计算机程序被一个或一个以上的处理器执行，在实现所述将所述权益信息表发送至坐席终端之后，还用于实现：
    判断在预设时间内是否接收所述坐席终端反馈的确认查看信息；
    若接收到所述坐席销售反馈的确认查看信息，隐藏与所述确认查看信息对应的所述维度权益信息。
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CN112801641B (zh) * 2021-02-05 2023-09-19 广州聚汇信息技术有限公司 支付网关限购控制方法及其装置、设备与介质

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