CN104539516A - Customer service method and customer service server - Google Patents
Customer service method and customer service server Download PDFInfo
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- CN104539516A CN104539516A CN201410797590.5A CN201410797590A CN104539516A CN 104539516 A CN104539516 A CN 104539516A CN 201410797590 A CN201410797590 A CN 201410797590A CN 104539516 A CN104539516 A CN 104539516A
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Abstract
The embodiment of the invention provides a customer service method and a customer service server. The customer service method specifically comprises the steps that prompting information for closing a work order is sent to a client side for the work order in the work order state of a handling finished state, wherein time information for closing the work order is carried in the prompting information; when the time information arrives, the work order in the handling finished state is closed if a response of the client side for the prompting information is not received. By means of the customer service method and the customer service server, under the premise that the service quality of customer services is not influenced, various service resources which are needed by the service process of the customer services and occupied continuously are released, and thus the utilization rate of the service resources can be improved.
Description
Technical field
The present invention relates to network communication technology field, particularly relate to a kind of customer service method and a kind of customer care server.
Background technology
Along with the development of network, user carries out communication by network and becomes important means, and the application of IM (instant messaging, Instant Messenger) is also more and more extensive.Current online customer service service system can answer various problem for user, and such as, a lot of WEB terminal can provide online customer service, and contact staff carries out Instant-Counseling communication with user by IM mode after logging in.
The Chinese invention patent that publication number is CN102868695A, denomination of invention is " the intelligent online client service method of dialogue-based tree and system " discloses the intelligent online customer service scheme of a kind of dialogue-based tree, and the program comprises the following steps: online client logs in client; Server end sends greeting automatically to client; Online client's input also sends language to server end; Server-side search sales knowledge storehouse, obtains and replys language and send to client; Repeatedly perform above two steps, until online client closes client.
In such scheme, online client terminates customer service flow process by closing client, but, in most of the cases, online client just goes afterwards to process other thing and forgets closedown client obtaining required answer, but, when not closing client, this client will continue the various Service Sources taken needed for customer service flow process, and as contact staff's resource is waited for, this causes the waste of Service Source undoubtedly.
Summary of the invention
In view of the above problems, the present invention is proposed to provide a kind of overcoming the problems referred to above or a kind of customer service method solved the problem at least in part and a kind of customer care server.
According to one aspect of the present invention, provide a kind of customer service method, comprising:
For the work order that work order state is the state that is disposed, send the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message;
When described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
Alternatively, described is the work order of the state that is disposed for work order state, sends the step of the prompting message of closing work order, comprising to client:
For the work order that work order state is the state that is disposed, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client.
Alternatively, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described method also comprises:
In customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
Alternatively, described method also comprises:
Utilize the scene operation in factory mode execution customer service process.
Alternatively, the described step utilizing factory mode to perform the scene operation in customer service process, comprising:
Described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence the work order got under Unclaimed state; And/or
Described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order under state in process, utilize factory mode to perform scene operation in its alignment processing process.
Alternatively, before the step of the work order under the state that is disposed described in described closedown, described method also comprises: add corresponding work order label to described work order;
Work order label in historical time section is analyzed, obtains the distributed intelligence of work order label;
According to the distributed intelligence of described work order label, dispose corresponding Service Source.
On the other hand, present invention also offers a kind of customer care server, comprising:
Closing prompting module, for for work order state being the work order of the state that is disposed, sending the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message; And
Work order closing module, for when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
Alternatively, described closedown prompting module, specifically for being the work order of the state that is disposed for work order state, if do not receive the information of client in the scheduled time, then sends the prompting message of closing work order to described client.
Alternatively, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described customer care server also comprises:
Asynchronous process module, in customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
Alternatively, described customer care server also comprises:
Scene Executive Module, for utilizing the scene operation in factory mode execution customer service process.
Alternatively, described scene Executive Module, comprising:
First scene performance element, for described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence and gets work order under Unclaimed state; And/or
Second scene performance element, for described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order in process under state, factory mode is utilized to perform scene operation in its alignment processing process.
Alternatively, described customer care server also comprises:
Label adds module, before the operation for the work order under the state that is disposed described in described closedown, adds corresponding work order label to described work order;
Label analysis module, for analyzing the work order label in historical time section, obtains the distributed intelligence of work order label;
Resource deployment module, for the distributed intelligence according to described work order label, disposes corresponding Service Source.
According to a kind of customer service method and a kind of customer care server of the embodiment of the present invention, can be the work order of the state that is disposed for work order state, send the prompting message of closing work order to client, wherein, the temporal information of closing work order is carried in described prompting message, further, when described temporal information arrives and does not receive the response of this client for described prompting message, the work order under the state that is disposed described in closedown, because the work order under the state of being disposed is processed complete work order, user may without questioning closely demand to this work order, therefore the embodiment of the present invention sends the prompting message of closing work order to client for this work order, wherein, the temporal information of the closedown work order of carrying in described prompting message determines whether setting aside some time of closedown for what provide to user, if this is set aside some time when arriving and is not received the response of user for described prompting message yet, then determine user to this work order thoroughly without pursuit demand, in such cases shutoff operation is performed to this work order, can under the prerequisite not affecting customer service quality, release continues the various Service Sources taken needed for customer service flow process, thus the utilance of Service Source can be improved.
Above-mentioned explanation is only the general introduction of technical solution of the present invention, in order to technological means of the present invention can be better understood, and can be implemented according to the content of specification, and can become apparent, below especially exemplified by the specific embodiment of the present invention to allow above and other objects of the present invention, feature and advantage.
Accompanying drawing explanation
By reading the detailed description of hereafter Alternate embodiments, various other advantage and benefit will become cheer and bright for those of ordinary skill in the art.Accompanying drawing only for illustrating the object of Alternate embodiments, and does not think limitation of the present invention.And in whole accompanying drawing, represent identical parts by identical reference symbol.In the accompanying drawings:
Fig. 1 shows a kind of according to an embodiment of the invention flow chart of steps of customer service method;
Fig. 2 shows a kind of according to an embodiment of the invention flow chart of steps of customer service method;
Fig. 3 shows the flow chart of steps of a kind of customer service method according to the present invention's example;
Fig. 4 shows a kind of according to an embodiment of the invention flow chart of steps of customer service method;
Fig. 5 shows a kind of according to an embodiment of the invention flow chart of steps of customer service method;
Fig. 6 shows a kind of according to an embodiment of the invention flow chart of steps of customer service method; And
Fig. 7 shows a kind of according to an embodiment of the invention structured flowchart of customer care server.
Embodiment
Below with reference to accompanying drawings exemplary embodiment of the present disclosure is described in more detail.Although show exemplary embodiment of the present disclosure in accompanying drawing, however should be appreciated that can realize the disclosure in a variety of manners and not should limit by the embodiment set forth here.On the contrary, provide these embodiments to be in order to more thoroughly the disclosure can be understood, and complete for the scope of the present disclosure can be conveyed to those skilled in the art.
With reference to Fig. 1, show a kind of according to an embodiment of the invention flow chart of steps of customer service method, specifically can comprise the steps:
Step 101, be the work order of the state that is disposed for work order state, send the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message;
Step 103, when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
The embodiment of the present invention can be applied to the customer service flow process of the various websites such as Net silver, immediate communication tool, game or WEB service, for under the prerequisite not affecting customer service quality, release continues the various Service Sources taken needed for customer service flow process, thus can improve the utilance of Service Source.The embodiment of the present invention is mainly described for the customer service flow process of game website, and other customer service flow process is cross-referenced.
In the embodiment of the present invention, work order can be used for representing the basic processing unit in customer service flow process, it is usually corresponding with the customer service request that client produces, also be, often receive a customer service request, just can generate corresponding work order for this customer service request, work order ID (Identity) can be passed through between different work orders and distinguish.
Can with a series of problem in the customer service request that usual work order is corresponding, worksheet process mainly comprises the process of answering a question, and can think that after having answered problem worksheet is complete, now work order is in the state of being disposed.
Because the work order under the state of being disposed is processed complete work order, user may again without the demand of questioning closely to this work order, therefore the embodiment of the present invention sends the prompting message of closing work order to client for this work order, wherein, the temporal information of the closedown work order of carrying in described prompting message determines whether setting aside some time of closedown for what provide to user, if this is set aside some time when arriving and is not received the response of user for described prompting message, then determine user to this work order thoroughly without pursuit demand, in such cases shutoff operation is performed to this work order, can under the prerequisite not affecting customer service quality, release continues the various Service Sources taken needed for customer service flow process, thus the utilance of Service Source can be improved.
Such as, in a kind of application example of the present invention, the customer service flow process that work order is corresponding is provided in session window, then described prompting message can be " this session will be closed in 30 minutes ", also be, the temporal information of the closedown work order that this prompting message carries is " 30 minutes ", like this, after 30 minutes, if do not receive the response of this client for described prompting message, then can think user to this work order thoroughly without questioning closely demand, therefore, work order under the state that is disposed described in can closing, to discharge the Service Source shared by this work order, as human resources, Session Resources, queue resource, process resource etc.Be appreciated that above-mentioned 30 minutes just exemplarily, the temporal information of the embodiment of the present invention to the closedown work order that described prompting message carries is not limited.
It should be noted that, if user had reply in 30 minutes, then can autoboot work order to process in state, after customer service processes into, work order state becomes the state of being disposed, so repeatedly.
With reference to Fig. 2, show a kind of according to an embodiment of the invention flow chart of steps of customer service method, specifically can comprise the steps:
Step 201, be the work order of the state that is disposed for work order state, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client; Wherein, the temporal information of closing work order is carried in described prompting message;
Step 203, when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
Relative to embodiment illustrated in fig. 1, embodiment adds the executive condition sending the prompting message of closing work order to described client: the work order for work order state being the state that is disposed, if do not receive the information of client in the scheduled time, the prompting message of closing work order is then sent to described client, also namely, send the prompting message of closing work order to described client to need to meet the condition that work order state is the state that is disposed and the information not receiving client in the scheduled time simultaneously; Wherein, the condition not receiving the information of client in the described scheduled time can determine user to the work order under the state of being disposed more accurately again without the demand of questioning closely, therefore, can avoid sending described prompting message when user exists question closely demand to above-mentioned work order to user, thus avoid impacting customer service quality.
In actual applications, those skilled in the art can determine the described scheduled time according to actual conditions, and such as, its length can be 1 hour, half an hour etc., and the length of the embodiment of the present invention to the concrete scheduled time is not limited.
For making those skilled in the art understand the present invention better, with reference to Fig. 3, showing the flow chart of steps of a kind of customer service method according to the present invention's example, specifically can comprise the steps:
Step 301, A customer service process work order are until work order state is the state of being disposed;
Step 303, judge user whether terminate service, if so, then perform step 305, otherwise perform step 307;
Here, user terminates service and can represent that user initiatively terminates service.
Step 305, judge whether user questions closely, if not, then terminate, if so, then perform step 313;
Step 307, judge in 1 hour, whether user replys, if not, then perform step 309, if so, then perform step 313;
Step 309, to send to user and close the prompting message of work order: point out in 30 minutes and terminate to serve;
Step 311, judge in 30 minutes, whether user replys, if so, then perform step 313, otherwise, perform step 305;
Step 313, judge that A customer service is whether online, if so, then return step 301, otherwise this work order is back to trouble ticket pool to be allocated.
With reference to Fig. 4, show a kind of according to an embodiment of the invention flow chart of steps of customer service method, specifically can comprise the steps:
Step 401, be the work order of the state that is disposed for work order state, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client; Wherein, carry in described prompting message and close the temporal information of work order, described work order state specifically can comprise: state in init state, Unclaimed state, process, the state that is disposed and one or more in closed condition;
Step 403, when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing;
Step 405, in customer service process, different queue is adopted to store work order under different work order state, and, adopt the work order under different process process different conditions.
Relative to embodiment illustrated in fig. 1, the work order state of the present embodiment, except comprising the state of being disposed, can also comprise: state and one or more in closed condition in init state, Unclaimed state, process; Further, the present embodiment also add in customer service process, the work order under adopting different queue to store different work order state, and, adopt the step of the work order under different process process different conditions; The step of above-mentioned increase can realize the asynchronous process in customer service, thus improves customer service efficiency; In addition, different queues also can ensure the decoupling zero between different process, reduces the cost replacing queue when system runs into bottleneck as much as possible.
In a kind of application example of the present invention, work order state specifically can:
Const STATE_INIT=1; // init state, to be allocated to queue
Const STATE_ASSIGN=2; // be assigned to concrete queue, Unclaimed state
Const STATE_ACCEPT=3; State in // process, customer service is got
Const STATE_SLOVE=4; // succeeding state, the work order that customer service does not temporarily process
Const STATE_FINISH=5; // closed condition
Const STATE_TO_FINISH=6; // being disposed, waiting system closes list automatically
Common work order state flow turns over journey:
1＝》2＝》3＝》6＝》5
Wherein, state 3,4 corresponding follow-up and catch up function, 6 is customer service pass list, and can trigger prompting flow process of the present invention, the state of final plant closure is 5.
In another kind of application example of the present invention, in customer service process, the work order under adopting different queue to store different work order state, and, adopt the step of the work order under different process process different conditions, specifically can comprise:
The customer service request of step S1, acquisition user;
For the customer service flow process of game website, browser can send customer service request to customer service player end, and customer service player end sends SDK (SDK, Software Development Kit) request to server.
The SDK request of encapsulation is a php class file, and it can accept call by class name method name, and has done one deck encapsulation to function, and therefore HTTP request has and calls advantage more easily relatively.
Step S3, customer service request for user, generate corresponding work order ID, now work order state is init state;
Step S5, this work order ID is stored to queue to be allocated, now work order state is Unclaimed state;
The described queue to be allocated of step S7, finger daemon monitoring, carries out logic and abnormality processing to work order ID in described queue to be allocated, and after processing is completed described work order ID is assigned to the Unclaimed queue of corresponding game;
In the embodiment of the present invention, abnormality processing is mainly used in the consistency and the accuracy that ensure data by detecting some boundary conditions, and guarantee program normally can perform according to the flow process of expection, and its process operation specifically can comprise:
1), detect work order ID and whether meet presetting rule, if work order ID is that sky is then ignored;
2), by work order work order from mysql database, obtain corresponding work order data, the data as obtained are that sky is then ignored;
3), work order state is detected, if not being that Unclaimed state is then ignored etc.
4), in DataBase combining failure, inquire about unsuccessfully etc. abnormal conditions time, work order ID can be waited for next process by Delay distribution again to queue to be allocated;
Step S9, customer service are got corresponding work order according to authorizing list of games, and are processed got work order from the Unclaimed queue of authorized game correspondence.
In specific implementation, customer service manager can in systems in which for employee authorizes game, the mandate list of games that systematic conservation employee territory account is corresponding, the follow-up mandate list of games inquiring correspondence by territory account, customer service is got in Unclaimed queue the work order that should play by authorized game in the page, then interaction is carried out with player, until worksheet completes.
It should be noted that, in the process that Unclaimed work order is processed, can adopt based on HTTP (HTTP, Hypertext transfer protocol) long " server push " technology connected, also be, server can initiatively in an asynchronous manner to client-side program propelling data, wherein, the data pushed specifically can comprise chat content, time, customer service title, a series of data being shown to player that need such as customer service head portrait, and the request that sends not needing client explicit, therefore can the effective real-time that arrives of the overall performance of elevator system and message.
It should be noted that, in actual applications, the gesture function of a log recording work order can be adopted, thus the core process in worksheet process can be shown, specifically can comprise time, handler, process item etc.
With reference to Fig. 5, show a kind of according to an embodiment of the invention flow chart of steps of customer service method, specifically can comprise the steps:
Step 501, be the work order of the state that is disposed for work order state, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client; Wherein, carry in described prompting message and close the temporal information of work order, described work order state specifically can comprise: state in init state, Unclaimed state, process, the state that is disposed and one or more in closed condition;
Step 503, when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing;
Step 505, in customer service process, different queue is adopted to store work order under different work order state, and, adopt the work order under different process process different conditions;
Step 507, the scene operation utilized in factory mode execution customer service process.
Relative to embodiment illustrated in fig. 4, embodiment adds the step utilizing factory mode to perform the scene operation in customer service process; Wherein, factory mode can be responsible for specially will have the class instantiation of common interface in a large number, and need not know it is the pattern wanting which class of instantiation in advance at every turn, its definition one is for creating the interface of object, determine which class of instantiation by subclass, the present embodiment utilizes factory mode to perform the step of the scene operation in customer service process, has code clear, the advantage maintained easily, and dynamic expansion mechanism powerful flexibly can be provided for system.
In a kind of embodiment of the present invention, the described step utilizing factory mode to perform the scene operation in customer service process, specifically can comprise:
Described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence the work order got under Unclaimed state; And/or
Described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order under state in process, utilize factory mode to perform scene operation in its alignment processing process.
With reference to Fig. 6, show a kind of according to an embodiment of the invention flow chart of steps of customer service method, specifically can comprise the steps:
Step 601, be the work order of the state that is disposed for work order state, send the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message;
Step 603, the work order label corresponding to described work order interpolation;
Step 605, when described temporal information arrives, if do not receive the response of this client for described prompting message, then with the work order of work order label under the state that is disposed described in closing;
Step 607, the work order label in historical time section to be analyzed, obtain the distributed intelligence of work order label;
Step 609, distributed intelligence according to described work order label, dispose corresponding Service Source.
Relative to embodiment illustrated in fig. 1, the present embodiment before the step of work order under the state that is disposed described in described closedown, can also add corresponding work order label to described work order, wherein, the Main Basis described work order being added to corresponding work order label can comprise: described work order mainly solves the problem of which kind of type corresponding in list of labels, such as, in a kind of application example of the present invention, level Four label classification can be set for 248 labels, wherein, one-level label classification specifically can comprise server/login etc., secondary label classification specifically can comprise: server goes offline, server is delayed machine and server maintenance/renewal/folding clothes etc., three grades of label classifications specifically can comprise: compensate, level Four label classification specifically can comprise: consulting compensates Time Of Release and is discontented with compensation.
Analyzing the work order label in historical time section, after obtaining the distributed intelligence of work order label, can by the distributed intelligence of work order label, locate other work order of which kind of labels class more, and be that more other work order of labels class of distribution disposes more Service Source, Service Source here specifically can comprise: as human resources, Session Resources, queue resource, process resource etc.It should be noted that, above-mentioned historical time section can be determined according to actual conditions by those skilled in the art, and as it can be nearest one month, nearest one week etc., the embodiment of the present invention is not limited concrete historical time section.
For embodiment of the method, in order to simple description, therefore it is all expressed as a series of combination of actions, but those skilled in the art should know, the embodiment of the present invention is not by the restriction of described sequence of movement, because according to the embodiment of the present invention, some step can adopt other orders or carry out simultaneously.Secondly, those skilled in the art also should know, the embodiment described in specification all belongs to embodiment, and involved action might not be that the embodiment of the present invention is necessary.
With reference to Fig. 7, show a kind of according to an embodiment of the invention structured flowchart of customer care server, specifically can comprise as lower module:
Closing prompting module 701, for for work order state being the work order of the state that is disposed, sending the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message; And
Work order closing module 703, for when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
In a kind of embodiment of the present invention, described closedown prompting module 601, specifically for the work order for work order state being the state that is disposed, if do not receive the information of client in the scheduled time, then can send the prompting message of closing work order to described client.
In another kind of embodiment of the present invention, described work order state can also comprise: state and one or more in closed condition in init state, Unclaimed state, process;
Then described customer care server can also comprise:
Asynchronous process module, in customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
In another embodiment of the present invention, described customer care server can also comprise:
Scene Executive Module, for utilizing the scene operation in factory mode execution customer service process.
In another embodiment of the present invention, described scene Executive Module, specifically can comprise:
First scene performance element, for described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence and gets work order under Unclaimed state; And/or
Second scene performance element, for described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order in process under state, factory mode is utilized to perform scene operation in its alignment processing process.
In a kind of embodiment of the present invention, described customer care server can also comprise:
Label adds module, before the operation for the work order under the state that is disposed described in described closedown, adds corresponding work order label to described work order;
Label analysis module, for analyzing the work order label in historical time section, obtains the distributed intelligence of work order label;
Resource deployment module, for the distributed intelligence according to described work order label, disposes corresponding Service Source.
For device embodiment, due to itself and embodiment of the method basic simlarity, so description is fairly simple, relevant part illustrates see the part of embodiment of the method.
Intrinsic not relevant to any certain computer, virtual system or miscellaneous equipment with display at this algorithm provided.Various general-purpose system also can with use based on together with this teaching.According to description above, the structure constructed required by this type systematic is apparent.In addition, the present invention is not also for any certain programmed language.It should be understood that and various programming language can be utilized to realize content of the present invention described here, and the description done language-specific is above to disclose preferred forms of the present invention.
In specification provided herein, describe a large amount of detail.But can understand, embodiments of the invention can be put into practice when not having these details.In some instances, be not shown specifically known method, structure and technology, so that not fuzzy understanding of this description.
Similarly, be to be understood that, in order to simplify the disclosure and to help to understand in each inventive aspect one or more, in the description above to exemplary embodiment of the present invention, each feature of the present invention is grouped together in single embodiment, figure or the description to it sometimes.But, the method for the disclosure should be construed to the following intention of reflection: namely the present invention for required protection requires feature more more than the feature clearly recorded in each claim.Or rather, as claims below reflect, all features of disclosed single embodiment before inventive aspect is to be less than.Therefore, the claims following embodiment are incorporated to this embodiment thus clearly, and wherein each claim itself is as independent embodiment of the present invention.
Those skilled in the art are appreciated that and adaptively can change the module in the equipment in embodiment and they are arranged in one or more equipment different from this embodiment.Module in embodiment or unit or assembly can be combined into a module or unit or assembly, and multiple submodule or subelement or sub-component can be put them in addition.Except at least some in such feature and/or process or unit be mutually repel except, any combination can be adopted to combine all processes of all features disclosed in this specification (comprising adjoint claim, summary and accompanying drawing) and so disclosed any method or equipment or unit.Unless expressly stated otherwise, each feature disclosed in this specification (comprising adjoint claim, summary and accompanying drawing) can by providing identical, alternative features that is equivalent or similar object replaces.
In addition, those skilled in the art can understand, although embodiments more described herein to comprise in other embodiment some included feature instead of further feature, the combination of the feature of different embodiment means and to be within scope of the present invention and to form different embodiments.Such as, in the following claims, the one of any of embodiment required for protection can use with arbitrary compound mode.
All parts embodiment of the present invention with hardware implementing, or can realize with the software module run on one or more processor, or realizes with their combination.It will be understood by those of skill in the art that the some or all functions that microprocessor or digital signal processor (DSP) can be used in practice to realize according to the some or all parts in the customer service method of the embodiment of the present invention and a kind of customer care server.The present invention can also be embodied as part or all equipment for performing method as described herein or device program (such as, computer program and computer program).Realizing program of the present invention and can store on a computer-readable medium like this, or the form of one or more signal can be had.Such signal can be downloaded from Internet platform and obtain, or provides on carrier signal, or provides with any other form.
The present invention will be described instead of limit the invention to it should be noted above-described embodiment, and those skilled in the art can design alternative embodiment when not departing from the scope of claims.In the claims, any reference symbol between bracket should be configured to limitations on claims.Word " comprises " not to be got rid of existence and does not arrange element in the claims or step.Word "a" or "an" before being positioned at element is not got rid of and be there is multiple such element.The present invention can by means of including the hardware of some different elements and realizing by means of the computer of suitably programming.In the unit claim listing some devices, several in these devices can be carry out imbody by same hardware branch.Word first, second and third-class use do not represent any order.Can be title by these word explanations.
The invention discloses A1, a kind of customer service method, comprising:
For the work order that work order state is the state that is disposed, send the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message;
When described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
A2, method as described in A1, described is the work order of the state that is disposed for work order state, sends the step of the prompting message of closing work order, comprising to client:
For the work order that work order state is the state that is disposed, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client.
A3, method as described in A1, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described method also comprises:
In customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
A4, method as described in A3, described method also comprises:
Utilize the scene operation in factory mode execution customer service process.
A5, method as described in A4, the described step utilizing factory mode to perform the scene operation in customer service process, comprising:
Described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence the work order got under Unclaimed state; And/or
Described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order under state in process, utilize factory mode to perform scene operation in its alignment processing process.
A6, method as described in A1, before the step of the work order under the state that is disposed described in described closedown, described method also comprises: add corresponding work order label to described work order;
Work order label in historical time section is analyzed, obtains the distributed intelligence of work order label;
According to the distributed intelligence of described work order label, dispose corresponding Service Source.
B7, a kind of customer care server, comprising:
Closing prompting module, for for work order state being the work order of the state that is disposed, sending the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message; And
Work order closing module, for when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
B8, customer care server as described in B7, described closedown prompting module, specifically for being the work order of the state that is disposed for work order state, if do not receive the information of client in the scheduled time, then sends the prompting message of closing work order to described client.
B9, customer care server as described in B7, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described customer care server also comprises:
Asynchronous process module, in customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
B10, customer care server as described in B9, described customer care server also comprises:
Scene Executive Module, for utilizing the scene operation in factory mode execution customer service process.
11, the customer care server as described in B10, described scene Executive Module, comprising:
First scene performance element, for described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence and gets work order under Unclaimed state; And/or
Second scene performance element, for described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order in process under state, factory mode is utilized to perform scene operation in its alignment processing process.
B12, customer care server as described in B7, described customer care server also comprises:
Label adds module, before the operation for the work order under the state that is disposed described in described closedown, adds corresponding work order label to described work order;
Label analysis module, for analyzing the work order label in historical time section, obtains the distributed intelligence of work order label;
Resource deployment module, for the distributed intelligence according to described work order label, disposes corresponding Service Source.
Claims (10)
1. a customer service method, comprising:
For the work order that work order state is the state that is disposed, send the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message;
When described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
2. the method for claim 1, is characterized in that, described is the work order of the state that is disposed for work order state, sends the step of the prompting message of closing work order, comprising to client:
For the work order that work order state is the state that is disposed, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client.
3. the method for claim 1, is characterized in that, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described method also comprises:
In customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
4. method as claimed in claim 3, it is characterized in that, described method also comprises:
Utilize the scene operation in factory mode execution customer service process.
5. method as claimed in claim 4, is characterized in that, the described step utilizing factory mode to perform the scene operation in customer service process, comprising:
Described be the work order of the state that is disposed for work order state, send the step of the prompting message of closing work order to client before, utilize factory mode from authorizes the Unclaimed queue of game correspondence the work order got under Unclaimed state; And/or
Described be the work order of the state that is disposed for work order state, after client sends the step of the prompting message of closing work order, for the work order under state in process, utilize factory mode to perform scene operation in its alignment processing process.
6. the method for claim 1, is characterized in that, before the step of the work order under the state that is disposed described in described closedown, described method also comprises: add corresponding work order label to described work order;
Work order label in historical time section is analyzed, obtains the distributed intelligence of work order label;
According to the distributed intelligence of described work order label, dispose corresponding Service Source.
7. a customer care server, comprising:
Closing prompting module, for for work order state being the work order of the state that is disposed, sending the prompting message of closing work order to client; Wherein, the temporal information of closing work order is carried in described prompting message; And
Work order closing module, for when described temporal information arrives, if do not receive the response of this client for described prompting message, then the work order under the state that is disposed described in closing.
8. customer care server as claimed in claim 7, it is characterized in that, described closedown prompting module, specifically for for work order state being the work order of the state that is disposed, if do not receive the information of client in the scheduled time, then send the prompting message of closing work order to described client.
9. customer care server as claimed in claim 7, it is characterized in that, described work order state also comprises: state and one or more in closed condition in init state, Unclaimed state, process;
Then described customer care server also comprises:
Asynchronous process module, in customer service process, the work order under adopting different queue to store different work order state, and, adopt the work order under different process process different conditions.
10. customer care server as claimed in claim 9, it is characterized in that, described customer care server also comprises:
Scene Executive Module, for utilizing the scene operation in factory mode execution customer service process.
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