WO2022078397A1

WO2022078397A1 - Communication method and apparatus, device, and storage medium

Info

Publication number: WO2022078397A1
Application number: PCT/CN2021/123561
Authority: WO
Inventors: 付达环
Original assignee: 深圳壹账通智能科技有限公司
Priority date: 2020-10-16
Filing date: 2021-10-13
Publication date: 2022-04-21
Also published as: CN112260933B; CN112260933A

Abstract

The present application discloses a communication method and apparatus, a device, and a storage medium. In the present application, when it is determined that there is an uncompleted event for a target user, the event to be processed is analyzed, and then a customer service representative and a historical chat record which correspond to said event are determined, and according to the customer service representative and the historical chat record which correspond to said event, a push message for guiding the target user to enter a target website page is generated. By means of the technical solution of the present application, upon detection that there is an uncompleted event for a user, a historical chat record containing the event and a push message by which a corresponding customer service representative can be connected can be actively generated and sent to the user, so that upon receipt of the push message, the user can enter the previous communication webpage again by clicking the message. The present invention avoids the problem in the prior art that communication cannot be restarted once a user loses connection during a webpage communication process.

Description

Communication method, device, device and storage medium

This application claims the priority of the Chinese patent application filed on October 16, 2020 with the application number 202011112799.5 and the invention titled "Method, Device, Electronic Device and Medium for Communication", the entire contents of which are incorporated by reference in Applying.

technical field

The present application relates to the field of data communication, and relates to a communication method, apparatus, device and storage medium.

Background technique

Due to the rise of the communication age and society, network data communication has been continuously developed with the viewing of more and more users.

Further, with the increasing diversification of web page functions, especially for website development, in order to implement different services, users can usually send messages such as inquiries and questions with the platform's customer service personnel on the web page. For example, taking the H5 webpage as an example, when the user needs to communicate with the customer service staff, he can communicate with the customer service through the chat input box on the H5 webpage.

However, the inventor realizes that in the process of communication between the user and the customer service in the related art, when a network disconnection occurs due to a network failure or other reasons, the customer service cannot actively communicate with the user again. This also results in a degraded user's communication experience.

SUMMARY OF THE INVENTION

The embodiments of the present application provide a communication method, apparatus, device, and storage medium. The embodiments of the present application are used to solve the problem of inability to re-communicate once a user is disconnected during web page communication in the related art.

Wherein, according to an aspect of the embodiments of the present application, a communication method is provided, which includes:

Determining pending items for the target user, where the pending items are unprocessed items for the target user in the website webpage;

Parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

According to the customer service personnel and historical chat records corresponding to the to-be-processed item, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains the chat for the to-be-processed user item window.

A second aspect of the present application provides a computer device including a memory, a processor, and computer-readable instructions stored on the memory and executable on the processor, the processor executing the computer-readable instructions When implementing the following steps:

A third aspect of the present application provides a computer-readable storage medium, where computer instructions are stored in the computer-readable storage medium, and when the computer instructions are executed on a computer, the computer is caused to perform the following steps:

A fourth aspect of the present application provides a communication device, including:

The acquisition module is configured to determine the pending items for the target user, and the pending items are the unprocessed items for the target user in the web page of the website;

A determination module, configured to parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

The generating module is configured to generate a push message according to the customer service personnel and historical chat records corresponding to the item to be processed, the push message is used to guide the target user to enter the target website page, and the target website page contains information for the target website. Chat window for pending user matters.

In this application, when determining the pending items for the target user, the pending items are the unprocessed items on the website page, for the unprocessed items existing in the target user, analyze the pending items, and determine the customer service personnel and historical chats corresponding to the pending items Records, according to the customer service personnel and historical chat records corresponding to the pending items, generate push messages to guide the target user to enter the target website page.

By applying the technical solution of the present application, when it is detected that there is an event that has not been processed for the user, a historical chat record containing the event and a push message that can be connected to the corresponding customer service staff can be actively generated and sent to the user, so that the user can After the push message is received, the previous communication web page can be entered again by clicking on the message. Thus, the problem of inability to re-communicate once the user is disconnected during the web page communication process in the prior art is avoided.

Description of drawings

FIG. 1 is a schematic diagram of a system architecture of a communication method proposed by this application;

2 is a schematic diagram of a communication method proposed by the application;

Fig. 3 is the flow chart of a kind of communication proposed by this application;

4 is a schematic structural diagram of a device for communicating in the present application;

FIG. 5 is a schematic structural diagram of a computer device in the application.

Detailed ways

Various exemplary embodiments of the present application will now be described in detail with reference to the accompanying drawings. It should be noted that the relative arrangement of the components and steps, the numerical expressions and numerical values set forth in these embodiments do not limit the scope of the present application unless specifically stated otherwise.

Meanwhile, it should be understood that, for the convenience of description, the dimensions of various parts shown in the accompanying drawings are not drawn in an actual proportional relationship.

The following description of at least one exemplary embodiment is merely illustrative in nature and is not intended to limit the application or its application or uses in any way.

Techniques, methods, and apparatus known to those of ordinary skill in the relevant art may not be discussed in detail, but where appropriate, such techniques, methods, and apparatus should be considered part of the specification.

It should be noted that like numerals and letters refer to like items in the following figures, so once an item is defined in one figure, it does not require further discussion in subsequent figures.

In addition, the technical solutions between the various embodiments of the present application can be combined with each other, but must be based on the realization by those of ordinary skill in the art. When the combination of technical solutions is contradictory or cannot be realized, it should be considered that the combination of technical solutions does not exist and is not within the scope of protection claimed in this application.

It should be noted that all directional indications (such as up, down, left, right, front, back...) in the embodiments of the present application are only used to explain the relationship between the various components under a certain posture (as shown in the drawings). If the specific posture changes, the directional indication also changes accordingly.

A method for communication according to an exemplary embodiment of the present application will be described below with reference to FIG. 1 to FIG. 3 . It should be noted that the following application scenarios are only shown to facilitate understanding of the spirit and principles of the present application, and the embodiments of the present application are not limited in this respect. Rather, the embodiments of the present application can be applied to any scenario where applicable.

FIG. 1 shows a schematic diagram of an exemplary system architecture 100 to which the communication method or the communication apparatus according to the embodiments of the present application can be applied.

As shown in FIG. 1 , the system architecture 100 may include one or more of

terminal devices

101 , 102 , and 103 , a network 104 and a server 105 . The network 104 is a medium used to provide a communication link between the

terminal devices

101 , 102 , 103 and the server 105 . The network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, among others.

It should be understood that the numbers of terminal devices, networks and servers in FIG. 1 are merely illustrative. There can be any number of terminal devices, networks and servers according to implementation needs. For example, the server 105 may be a server cluster composed of multiple servers, or the like.

The user can use the

terminal devices

101, 102, 103 to interact with the server 105 through the network 104 to receive or send messages and the like. The

terminal devices

101, 102, 103 may be various electronic devices with display screens, including but not limited to smart phones, tablet computers, portable computers, desktop computers, and the like.

The

terminal devices

101, 102, and 103 in this application may be terminal devices that provide various services. For example, the user determines the pending items for the target user through the terminal device 103 (it may also be the terminal device 101 or 102). Determine the customer service personnel and historical chat records corresponding to the pending items; generate push messages based on the customer service personnel and historical chat records corresponding to the pending items. The push messages are used to guide the target user to enter the target website page. The target website page contains information for the pending user. Matters chat window.

It should be noted here that the communication methods provided by the embodiments of the present application may be executed by one or more of the

terminal devices

101, 102, and 103, and/or the server 105. Correspondingly, the embodiments of the present application provide The communication device is generally set in the corresponding terminal device, and/or in the server 105, but the present application is not limited to this.

The present application also provides a communication method, apparatus, device and storage medium.

FIG. 2 schematically shows a schematic flowchart of a communication method according to an embodiment of the present application. As shown in Figure 2, the method includes:

S101 , determining a to-be-processed item for the target user, where the to-be-processed item is an unprocessed item for the target user in the website webpage.

First of all, it should be noted that this application does not specifically limit the device for determining the item to be processed, for example, it may be a smart device or a server. Among them, the smart device can be a PC (Personal Computer, personal computer), or a smart phone, a tablet computer, an e-book reader, an MP3 (Moving Picture Experts Group AudioLayer III, a moving image expert compression standard audio level 3) player, MP4 (Moving Picture ExpertsGroup Audio Layer IV, moving picture expert compression standard audio layer 4) player, portable computer and other portable terminal equipment with display function, etc.

Further, with the development of mobile Internet and the popularization of intelligent terminals, customers can access the customer service center through websites and H5 pages. Since the website and H5 page are one-way, there is a problem that when the user and the customer service are disconnected during the communication period, the customer service staff cannot communicate with the customer again due to the inability to actively connect with the customer.

In view of the above-mentioned existing situation, in the embodiment of the present application, it may be firstly detected whether there is an unprocessed matter for the target user on the website webpage for the target user. If yes, it means that the target user may have unfinished consultation or unfinished processing within the historical time period. Therefore, the user can communicate with the customer service staff again in a targeted manner.

In one way, the present application does not specifically limit the number of items to be processed, for example, it may be one or multiple.

In another way, this application does not specifically limit the matters to be handled, for example, it can be business consultation matters between users and customer service personnel, or business handling matters between users and customer service personnel, and so on.

In another way, the present application may also choose to determine whether there is a pending item for the target user within a preset historical time period. Wherein, the present application does not specifically limit the historical time period, for example, it may be one week, or one month, and so on. It is understandable that the to-be-processed items of the user may become invalid or cannot be processed due to a long period of time. Therefore, choosing to determine whether there are pending items for the user in a recent period of time can effectively avoid the disadvantage of degrading the user experience caused by frequently disturbing the user for useless items.

S102, parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item.

Further, after determining the to-be-processed item for the target user, the present application can further analyze the item, and then determine its corresponding customer service personnel and historical chat records. Among them, this application does not specifically limit the way of parsing matters, for example, according to the obtained communication text between the user and the customer service staff, use natural language processing technology to identify the text, and then determine the corresponding customer service staff and historical chat records, etc. .

S103: Generate a push message according to the customer service personnel and historical chat records corresponding to the item to be processed. The push message is used to guide the target user to enter the target website page, and the target website page includes a chat window for the user's item to be processed.

Further, in order to avoid what appears in the prior art, since the website or H5 page is one-way information, there is a problem caused by the inability of the customer service staff to actively connect with the customer when the user and the customer service are disconnected during the communication period. The problem of not being able to communicate again. In this embodiment of the present application, a push message for guiding the target user to enter the page of the target website may be generated. Wherein, after receiving the push message, the user can click on the message to enter the website corresponding to the message, so as to achieve the purpose of continuing to complete unfinished matters with the customer service staff.

In one way, the embodiment of the present application does not specifically limit the push message, for example, the push message may be a short message containing a web page link address, or a web chat application program containing a web page link address, or the like.

For example, as shown in Figure 3, users can consult or handle problems through website page channels. Due to reasons such as non-working hours or dropped calls, there is a situation that the user cannot be handled in time. Therefore, when the system finds this situation, it can intelligently generate different levels of task assignment corresponding seats according to the specific information of the to-be-processed item, and the customer service sends a push message offline to realize the purpose of the user and the customer service continuing to deal with the unfinished items. Among them, the system can push the template through the official account of application A or send a short message containing a short link to the user. The user clicks the official account template message of the application or the short link in the short message to open the corresponding website page, that is, you can view the user Contextual information with customer service and enable direct chat with corresponding customer service.

Optionally, in a possible implementation manner of the present application, in S101 (determining the to-be-processed item for the target user), it can be implemented in any one of the following two ways:

The first way:

Detect whether there is currently an item initiated by the target user on the website page during the historical non-working time period.

Among them, in the embodiment of the present application, in the process of determining whether there are currently unprocessed items for the target user on the website page for the target user, it is possible to first detect whether there is a user in the non-working time period. Initiated matters. If there is, then the matter must be a pending matter for the target user due to the absence of the customer service staff.

It should be noted that this application does not specifically limit the non-working time period, for example, it may be a time period during holidays, or a time period from 9:00 am to 9:00 pm, and so on.

In one way, the present application may also choose to detect whether there is an event initiated on a website page during a non-working time period within a preset historical time period. Likewise, this application does not specifically limit the historical time period, for example, it may be one week, or one month, and so on. It is understandable that the to-be-processed items of the user may become invalid or cannot be processed due to a long period of time. Therefore, choosing to determine whether there are pending items for the user in the non-working time period in the recent period of time can effectively avoid the disadvantage of degrading the user experience caused by frequently disturbing the user for useless items.

The second way:

Detect whether there are currently unfinished matters initiated by the target user in the historical working time period of the website page.

Further, the embodiment of the present application can also detect whether there are currently unprocessed matters for the target user in the website webpage in the historical working time period for the target user. If yes, it means that the target user may have unfinished consultation or unfinished processing within the historical time period. Therefore, the user can communicate with the customer service staff again in a targeted manner.

Optionally, in a possible implementation manner of the present application, in S102 (analyzing the to-be-processed item, and determining the customer service personnel corresponding to the to-be-processed item), the following steps can be used to implement:

Obtain the historical communication data of the target user, and determine the communication location parameters corresponding to the target user;

Based on the communication location parameters of the target user, the customer service personnel whose communication location parameters correspond to the geographic location are selected.

Understandably, due to the different geographical locations of the target users, there will be a problem, that is, when the location of the customer service personnel is too far away from the location of the target user, it may lead to poor communication between the two, thereby affecting the user's communication experience. The problem. Therefore, in the embodiment of the present application, the corresponding communication location of the user may be determined based on the communication address or historical communication data of the user, so that the customer service personnel matching the communication location can be subsequently determined.

For example, the present application may first obtain the communication address of the target user, and based on the address, determine that the target user is a user in China. Further, the customer service personnel located in the China region can be selected from the system and provided to the user. Alternatively, the present application may first acquire historical communication data of the target user, and based on the communication data, determine that the target user is all users who communicated in cities in southern China in the historical time period. Further, the customer service personnel located in the southern region of China can be selected from the system and provided to the user.

It can be understood that the embodiment of the present application specifically limits the selection of customer service personnel, and selects the customer service personnel in the same geographical location for the user through the information of the user's geographic location, which can improve the user's communication experience and avoid the need for There are problems such as delay and disconnection.

It should be noted that this application does not specifically limit the number of customer service personnel corresponding to the items to be processed for the target user, for example, there may be one or multiple.

Optionally, in a possible implementation manner of the present application, in S102 (generating a push message according to the customer service personnel and historical chat records corresponding to the items to be processed), the following three methods can be used:

The first way:

Determine the time stamp of the pending user matter, and the time stamp is the processing time of the pending user matter;

Generate push messages according to the customer service personnel and historical chat records corresponding to the pending items;

Send a push message to the target user within the time node corresponding to the time stamp.

Further, in the present application, in order to avoid the problem that the user cannot receive the push message in time due to the busyness, poor network and other reasons when sending the push message to the user, and thus the customer service cannot continue to communicate with the user. In the present application, after the push message is generated, the push message is selected to be sent to the user at a targeted time node.

Wherein, the present application does not specifically limit the way of determining the time identifier of the user item to be processed, for example, it may be a time node that itself is located in the idle period and is set by prompting the user in advance. It is also possible to first obtain the communication text between the user and the customer service staff, and use the natural language processing technology to identify the text, and then determine the time node at which the corresponding user is convenient to receive the message.

For example, the present application may first detect whether the pending item contains a corresponding time stamp when determining a pending item for the target user, and when it is determined that a time stamp exists and the identification corresponds to 9:00 p.m. on a working day, that is, Push messages can be further generated according to the customer service personnel and historical chat records corresponding to the to-be-processed items. And send the push message to the target user at 9:00 pm on the nearest working day.

It can be understood that the embodiment of the present application specifically limits the push message, and the push message is sent to the user within a targeted time period through the time stamp determined by the user's advance marking or text recognition, which can improve customer service personnel. Efficient communication with users to avoid the problem of users being busy and unable to receive push messages.

The second way:

Obtain the historical chat data text of the target user, and determine the first urgency index corresponding to the item to be processed based on the matching result between the preset keyword field and the historical chat data text, and the keyword field is a field used to characterize the degree of urgency;

Determine the corresponding response time and response level according to the first eagerness index;

Based on the response time and response level, push messages are generated.

Further, the present application aims to avoid the problem of poor user experience caused by the time when the push message is sent to the user later than the time period in which the user needs to respond. The present application can further determine the urgency index of the to-be-processed item in the process of generating the push message, and determine the response time and response level generated for the target user according to the urgency index. It can be understood that, the higher the response level, the higher the urgency of the to-be-processed item, and thus the time to respond to the item should be shortened.

Wherein, in the process of determining the first urgency index corresponding to the item to be processed, the present application may determine it based on the matching result between the preset keyword field and the historical chat data text. For example, when fields representing urgency, such as "processing immediately", "processing immediately", "response within a limited time", etc. appear multiple times in the chat text, the present application can determine that the first urgency index corresponding to the pending item is relatively high , which in turn will determine a shorter response time and a higher response level.

It can be understood that the embodiments of the present application specifically limit the generation of push messages, and determine whether the user is in an urgent state by acquiring chat text generated by the user and determining whether the user is in an urgent state according to a preset keyword field, thereby determining different response times and levels. In this way, the user's communication experience can be improved, and the problem of delaying the user's handling of matters can be avoided.

The third way:

Obtain the identity of the target user, and determine the second urgency index corresponding to the item to be processed;

Determine the corresponding response time and response level according to the second urgency index;

Based on the response time and response level, push messages are generated.

Optionally, in the process of obtaining the identity identifier of the target user and determining the second urgency index corresponding to the item to be processed, the present application can obtain it through the following steps:

Determine the service level of the target user in the target scenario based on the identity of the target user, and determine the second urgency index corresponding to the item to be processed based on the service level of the target user;

or,

Based on the identity of the target user, determine the number of times the target user generates pending user items in the historical time period, and determine the second urgency index corresponding to the pending item based on the number of times the target user generates pending user items.

Further, the present application aims to avoid the problem of poor user experience caused by the time when the push message is sent to the user later than the time period in which the user needs to respond. The present application may further determine the second urgency index of the to-be-processed item in the process of generating the push message, and determine the response time and response level generated for the target user according to the second urgency index.

Wherein, in the process of determining the second urgency index corresponding to the item to be processed, the present application may determine it based on the user's identity identifier. For example, when the identity of the user corresponds to a higher service level in the target scenario, it may be determined that the second urgency index corresponding to the to-be-processed item is higher. Or, when the identity of the user corresponds to a relatively high number of times that the target user generates the pending user item in the historical time period, it can also be determined that the second urgency index corresponding to the pending item is higher, and thus A shorter response time and higher response level are determined for the user.

It can be understood that the embodiments of the present application also specifically limit the generation of push messages, and the urgency corresponding to the matter is determined by acquiring the user-generated identity, thereby determining different response times and levels. In this way, the user's communication experience can be improved, and the problem of delaying the user's handling of matters can be avoided.

As shown in FIG. 4 , the present application further provides a communication device. It includes an acquisition module 301, a determination module 302, and a generation module 303, wherein,

The acquiring module 301 is configured to determine pending items for the target user, where the pending items are unprocessed items for the target user in the website webpage;

The determining module 302 is configured to parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

The generating module 303 is configured to generate a push message according to the customer service personnel and historical chat records corresponding to the item to be processed, and the push message is used to guide the target user to enter the target website page, and the target website page contains information about the target website page. A chat window describing pending user matters.

In another implementation manner of the present application, the obtaining module 301 further includes:

an acquisition module 301, configured to detect whether there is currently an item initiated by the target user on the website page in a historical non-working time period;

Or, the obtaining module 301 is configured to detect whether there is currently an unprocessed matter initiated by the target user in the historical working time period of the website page.

The obtaining module 301 is configured to obtain the historical communication data of the target user, and determine the communication location parameter corresponding to the target user;

The obtaining module 301 is configured to, based on the communication location parameter of the target user, select the customer service personnel of the geographic location corresponding to the communication location parameter.

an obtaining module 301, configured to determine a time identifier of the user item to be processed, where the time identifier is the processing time of the user item to be processed;

The acquiring module 301 is configured to generate the push message according to the customer service personnel and historical chat records corresponding to the items to be processed;

The obtaining module 301 is configured to send the push message to the target user within a time node corresponding to the time identifier.

In another embodiment of the present application, the determining module 302 further includes:

The determining module 302 is configured to obtain the historical chat data text of the target user, and based on the matching result between the preset keyword field and the historical chat data text, determine the first eagerness index corresponding to the item to be processed, The keyword field is a field used to characterize urgency;

The determining module 302 is configured to determine the corresponding response time and response level according to the first eagerness index;

The determining module 302 is configured to generate the push message based on the response time and the response level.

A determination module 302, configured to acquire the identity of the target user, and determine the second urgency index corresponding to the item to be processed;

The determining module 302 is configured to determine the corresponding response time and response level according to the second eagerness index;

The determining module 302 is configured to determine, based on the identity of the target user, the service level to which the target user belongs in the target scenario, and, based on the service level to which the target user belongs, to determine the corresponding item to be processed. the second eagerness index;

or,

The determining module 302 is configured to, based on the identity of the target user, determine the number of times that the target user has generated the user item to be processed in a historical time period, and generate the number of user items to be processed based on the target user. number of times to determine the second urgency index corresponding to the to-be-processed item.

In an exemplary embodiment, there is also provided a non-transitory computer-readable storage medium including instructions, such as a memory including instructions, which are executable by a processor of an electronic device (eg, a computer device) to accomplish the above method of communicating, The method includes: determining to-be-processed items for a target user, where the to-be-processed items are unprocessed items that exist for the target user in a website page; analysing the to-be-processed items to determine the customer service personnel and historical chat records corresponding to the to-be-processed items ; According to the customer service personnel and historical chat records corresponding to the pending items, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains a chat window for the pending user matters. Optionally, the above-mentioned instructions may also be executed by the processor of the electronic device to complete other steps involved in the above-mentioned exemplary embodiments. For example, the non-transitory computer-readable storage medium may be ROM, random access memory (RAM), CD-ROM, magnetic tape, floppy disk, optical data storage device, and the like.

In an exemplary embodiment, there is also provided an application/computer program product comprising one or more instructions executable by a processor of an electronic device (eg, a computer device) to accomplish the above-described communications The method includes: determining the pending items for the target user, and the pending items are the unprocessed items that exist for the target user in the website page; analyzing the pending items, determining the customer service personnel corresponding to the pending items, and Historical chat records; according to the customer service personnel and historical chat records corresponding to the pending items, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains a chat window for the pending user items. Optionally, the above-mentioned instructions may also be executed by the processor of the electronic device to complete other steps involved in the above-mentioned exemplary embodiments.

FIG. 5 is an example diagram of computer device 40 . Those skilled in the art can understand that the schematic diagram 5 is only an example of the computer device 40, and does not constitute a limitation on the computer device 40, and may include more or less components than the one shown, or combine some components, or different For example, the computer device 40 may also include input and output devices, network access devices, buses, and the like.

The so-called processor 402 may be a central processing unit (Central Processing Unit, CPU), or other general-purpose processors, digital signal processors (Digital Signal Processors, DSP), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor can be a microprocessor or the processor 402 can also be any conventional processor, etc. The processor 402 is the control center of the computer device 40 and uses various interfaces and lines to connect the entire computer device 40 various parts.

The memory 401 can be used to store the computer-readable instructions 403, and the processor 402 implements by running or executing the computer-readable instructions or modules stored in the memory 401 and calling the data stored in the memory 401. Various functions of the computer device 40 . The memory 401 may mainly include a stored program area and a stored data area, wherein the stored program area may store an operating system, an application program required for at least one function (such as a sound playback function, an image playback function, etc.), etc.; the storage data area may Data and the like created according to the use of the computer device 40 are stored. In addition, the memory 401 may include a hard disk, a memory, a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) card, a Flash Card (Flash Card), at least one disk storage device, a flash memory devices, Read-Only Memory (ROM), Random Access Memory (RAM), or other non-volatile/volatile storage devices.

If the modules integrated in the computer device 40 are implemented in the form of software function modules and sold or used as independent products, they may be stored in a computer-readable storage medium. Based on this understanding, the present invention can implement all or part of the processes in the methods of the above embodiments, and can also be completed by instructing relevant hardware through computer-readable instructions, and the computer-readable instructions can be stored in a computer-readable storage medium. The computer-readable instructions, when executed by the processor, can implement the steps of the above-mentioned method embodiments.

Other embodiments of the present application will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses or adaptations of this application that follow the general principles of this application and include common knowledge or conventional techniques in the technical field not disclosed in this application . The specification and examples are to be regarded as exemplary only, with the true scope and spirit of the application being indicated by the following claims.

It is to be understood that the present application is not limited to the precise structures described above and illustrated in the accompanying drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the application is limited only by the appended claims.

Claims

A method of communication, comprising:

Determining pending items for the target user, where the pending items are unprocessed items for the target user in the website webpage;

Parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

According to the customer service personnel and historical chat records corresponding to the to-be-processed item, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains the chat for the to-be-processed user item window.
The method of claim 1, wherein the determining the to-do items for the target user comprises:

Detecting whether there is currently an item initiated by the target user on the website page during the historical non-working time period;

Or, it is detected whether there are currently unprocessed matters initiated by the target user in the historical working time period of the website page.
The method of claim 1, wherein the analyzing the to-be-processed item to determine the customer service personnel corresponding to the to-be-processed item comprises:

Obtain the historical communication data of the target user, and determine the communication location parameters of the target user;

Based on the communication location parameter of the target user, the customer service personnel in the geographic location corresponding to the communication location parameter is selected.
The method of claim 1, wherein the generating a push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records, comprises:

determining the time identifier of the to-be-processed item, where the time identifier is the processing time of the to-be-processed user item;

generating the push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records;

The push message is sent to the target user within a time node corresponding to the time identifier.
The method according to claim 1 or 4, wherein the generating a push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records, comprising:

Acquire the historical chat data text of the target user, and determine the first urgency index corresponding to the item to be processed based on the matching result between the preset keyword field and the historical chat data text, and the keyword field is used. for fields that characterize urgency;

Determine the corresponding response time and response level according to the first eagerness index;

The push message is generated based on the response time and response level.
The method according to claim 1 or 4, wherein the generating a push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records, comprising:

obtaining the identity of the target user, and determining the second urgency index corresponding to the item to be processed;

determining the corresponding response time and response level according to the second eagerness index;

The push message is generated based on the response time and response level.
The method according to claim 6, wherein the acquiring the identity identifier of the target user and determining the second urgency index corresponding to the to-be-processed item comprises:

determining the service level of the target user in the target scenario based on the identity of the target user, and determining the second urgency index corresponding to the item to be processed based on the service level of the target user;

or,

Determine the number of times the target user generates the pending user item in a historical time period based on the identity of the target user, and determine the pending user item based on the number of times the target user generates the pending user item The second urgency index corresponding to the event.
A computer device, comprising a memory, a processor, and computer-readable instructions stored on the memory and executable on the processor, the processor implementing the following steps when executing the computer-readable instructions:

Determining pending items for the target user, where the pending items are unprocessed items for the target user in the website webpage;

Parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

According to the customer service personnel and historical chat records corresponding to the to-be-processed item, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains the chat for the to-be-processed user item window.
The computer device according to claim 8, wherein the processor further implements the following steps when executing the computer program:

Detecting whether there is currently an item initiated by the target user on the website page during the historical non-working time period;

Or, it is detected whether there are currently unprocessed matters initiated by the target user in the historical working time period of the website page.
The computer device according to claim 8, wherein the processor further implements the following steps when executing the computer program:

Obtain the historical communication data of the target user, and determine the communication location parameters of the target user;

Based on the communication location parameter of the target user, the customer service personnel in the geographic location corresponding to the communication location parameter is selected.
The computer device according to claim 8, wherein the processor further implements the following steps when executing the computer program:

determining the time identifier of the to-be-processed item, where the time identifier is the processing time of the to-be-processed user item;

generating the push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records;

The push message is sent to the target user within a time node corresponding to the time identifier.
The computer device according to claim 8 or 11, wherein the processor further implements the following steps when executing the computer program:

Acquire the historical chat data text of the target user, and determine the first urgency index corresponding to the item to be processed based on the matching result between the preset keyword field and the historical chat data text, and the keyword field is used. for fields that characterize urgency;

Determine the corresponding response time and response level according to the first eagerness index;

The push message is generated based on the response time and response level.
The computer device according to claim 8 or 11, wherein the processor further implements the following steps when executing the computer program:

obtaining the identity of the target user, and determining the second urgency index corresponding to the item to be processed;

determining the corresponding response time and response level according to the second eagerness index;

The push message is generated based on the response time and response level.
The computer device according to claim 13, wherein the processor further implements the following steps when executing the computer program:

determining the service level of the target user in the target scenario based on the identity of the target user, and determining the second urgency index corresponding to the item to be processed based on the service level of the target user;

or,

Determine the number of times the target user generates the pending user item in a historical time period based on the identity of the target user, and determine the pending user item based on the number of times the target user generates the pending user item The second urgency index corresponding to the event.
A computer-readable storage medium, storing computer instructions in the computer-readable storage medium, when the computer instructions are executed on a computer, the computer is made to perform the following steps:

Determine the pending items for the target user, and the pending items are unprocessed items for the target user in the website webpage;

Parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

According to the customer service personnel and historical chat records corresponding to the to-be-processed item, a push message is generated, and the push message is used to guide the target user to enter the target website page, and the target website page contains the chat for the to-be-processed user item window.
The computer-readable storage medium of claim 15, wherein the processor further implements the following steps when executing the computer program:

Detecting whether there is currently an item initiated by the target user on the website page during the historical non-working time period;

Or, it is detected whether there are currently unprocessed matters initiated by the target user in the historical working time period of the website page.
The computer-readable storage medium of claim 15, wherein the processor further implements the following steps when executing the computer program:

Obtain the historical communication data of the target user, and determine the communication location parameters of the target user;

Based on the communication location parameter of the target user, the customer service personnel in the geographic location corresponding to the communication location parameter is selected.
The computer-readable storage medium of claim 15, wherein the processor further implements the following steps when executing the computer program:

determining the time identifier of the to-be-processed item, where the time identifier is the processing time of the to-be-processed user item;

generating the push message according to the customer service personnel corresponding to the to-be-processed item and historical chat records;

The push message is sent to the target user within a time node corresponding to the time identifier.
According to the computer-readable storage medium of claim 15 or 18, the processor further implements the following steps when executing the computer program:

Acquire the historical chat data text of the target user, and determine the first urgency index corresponding to the item to be processed based on the matching result between the preset keyword field and the historical chat data text, and the keyword field is used. for fields that characterize urgency;

Determine the corresponding response time and response level according to the first eagerness index;

The push message is generated based on the response time and response level.
A communication device, comprising:

an acquisition module, configured to determine pending items for the target user, where the pending items are unprocessed items for the target user in the web page of the website;

A determination module, configured to parse the to-be-processed item, and determine the customer service personnel and historical chat records corresponding to the to-be-processed item;

The generating module is configured to generate a push message according to the customer service personnel and historical chat records corresponding to the item to be processed, the push message is used to guide the target user to enter the target website page, and the target website page contains information for the target website. Chat window for pending user matters.