CN108288167B - Pay a return visit method, apparatus, computer equipment and storage medium - Google Patents
Pay a return visit method, apparatus, computer equipment and storage medium Download PDFInfo
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- CN108288167B CN108288167B CN201810145747.4A CN201810145747A CN108288167B CN 108288167 B CN108288167 B CN 108288167B CN 201810145747 A CN201810145747 A CN 201810145747A CN 108288167 B CN108288167 B CN 108288167B
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- G06Q30/01—Customer relationship services
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Abstract
This application discloses a kind of return visit method, apparatus, computer equipment and storage mediums.This method comprises: the operation failure parameter that client is fed back obtains emergency value as the input of urgency computation model；If detecting in the person's of attending a banquet task pool, the emergency value of return visit task is less than or equal to urgency threshold value, obtains operation failure parameter corresponding with emergency value, will accordingly pay a return visit task and priority task pool queue is added；Using the client-side information that task of paying a return visit is added in priority task pool queue as the input of the client's water model constructed in advance, obtain the high-quality grade point of client；According to the high-quality grade point of the corresponding client of client-side information, the corresponding return visit task of client-side information is distributed to the person's of attending a banquet terminal of corresponding with service grade.This method can calculate emergency value according to the operation failure parameter that client is fed back, and follow-up is paid a return visit in the return visit task arrangement that emergency value is less than urgency threshold value, improve return visit efficiency.
Description
Technical field
This application involves call-on back by phone technical field more particularly to a kind of return visit method, apparatus, computer equipment and storage
Medium.
Background technique
Currently, generally will do it registration when user by intelligent terminal when being accessed APP and being operated, logging in, handle
The operation such as business, inquiry business.When occurring the case where user carries out aforesaid operations, there is multiple failure, user is desirable at this time
The backstage customer service return visit of APP simultaneously carries out guidance operation to it, which can be uploaded to because of the return visit demand of the generation of operation failure
The person's of attending a banquet task pool, but the return visit task in the person's of attending a banquet task pool is generally based on return visit demand and is uploaded to the person's of attending a banquet task pool
Chronological order arranges, this results in really being badly in need of paying a return visit and the user of operation guide, cannot timely be paid a return visit.
Summary of the invention
This application provides a kind of return visit method, apparatus, computer equipment and storage mediums, it is intended to solve in the prior art
Return visit task is generally based on return visit demand and is uploaded to the chronological order of the person's of attending a banquet task pool to arrange, this is resulted in really
It is badly in need of paying a return visit the user with operation guide, the problem of cannot timely be paid a return visit.
In a first aspect, this application provides a kind of return visit methods comprising:
When the operation failure parameter that acquisition client is fed back, and using operation failure parameter as the urgency constructed in advance
The input of computation model obtains emergency value corresponding with operation failure parameter；
If detecting in the person's of attending a banquet task pool, the emergency value of return visit task is less than or equal to preset urgency threshold
Value obtains operation failure parameter corresponding with the emergency value of task is paid a return visit, the pool queue of the person's of attending a banquet task is added in return visit task
In priority task pool queue；
Obtain the client-side information that task of paying a return visit is added in priority task pool queue, using client-side information as preparatory building
Client's water model input, obtain corresponding with the client-side information high-quality grade point of client；
According to the high-quality grade point of the corresponding client of client-side information, the corresponding return visit task of client-side information is distributed to right
Answer the person's of attending a banquet terminal of the grade of service.
Second aspect, this application provides a kind of playback appliances comprising:
Emergency value acquiring unit, the operation failure parameter fed back for obtaining client, and by operation failure parameter
As the input of the urgency computation model constructed in advance, emergency value corresponding with operation failure parameter is obtained；
Priority task screening unit, if for detecting that the emergency value of return visit task is less than in the person's of attending a banquet task pool
Or it is equal to preset urgency threshold value, operation failure parameter corresponding with the emergency value of task is paid a return visit is obtained, by the task of paying a return visit
The priority task pool queue in the pool queue of the person's of attending a banquet task is added；
The high-quality grade point acquiring unit of client, for obtaining the client letter that task of paying a return visit is added in priority task pool queue
Breath obtains client corresponding with client-side information using client-side information as the input of the client's water model constructed in advance
High-quality grade point；
Task allocation unit is paid a return visit, is used for according to the high-quality grade point of the corresponding client of client-side information, by client-side information
Corresponding return visit task is distributed to the person's of attending a banquet terminal of corresponding with service grade.
The third aspect, the application provide a kind of computer equipment again, including memory, processor and are stored in described deposit
On reservoir and the computer program that can run on the processor, the processor realize this when executing the computer program
The described in any item return visit methods provided are provided.
Fourth aspect, present invention also provides a kind of storage mediums, wherein the storage medium is stored with computer program,
The computer program includes program instruction, and described program instruction makes the processor execute the application when being executed by a processor
The described in any item return visit methods provided.
The application provides a kind of return visit method, apparatus, computer equipment and storage medium.This method is by obtaining client
The operation failure parameter fed back, and using operation failure parameter as the input of the urgency computation model constructed in advance, it obtains
Emergency value corresponding with operation failure parameter；If detecting in the person's of attending a banquet task pool, the emergency value of return visit task is less than
Or it is equal to preset urgency threshold value, operation failure parameter corresponding with the emergency value of task is paid a return visit is obtained, by the task of paying a return visit
The priority task pool queue in the pool queue of the person's of attending a banquet task is added；Obtain the client that task of paying a return visit is added in priority task pool queue
Client information obtains corresponding with client-side information using client-side information as the input of the client's water model constructed in advance
The high-quality grade point of client；According to the high-quality grade point of the corresponding client of client-side information, by the corresponding return visit task of client-side information
It distributes to the person's of attending a banquet terminal of corresponding with service grade.This method can calculate tight according to the operation failure parameter that client is fed back
Priority task pool queue is added in the return visit task that emergency value is less than urgency threshold value by anxious angle value immediately, and the person of attending a banquet preferentially returns
Follow-up is visited, return visit efficiency is improved.
Detailed description of the invention
Technical solution in ord to more clearly illustrate embodiments of the present application, below will be to needed in embodiment description
Attached drawing is briefly described, it should be apparent that, the accompanying drawings in the following description is some embodiments of the present application, general for this field
For logical technical staff, without creative efforts, it is also possible to obtain other drawings based on these drawings.
Fig. 1 is a kind of schematic flow diagram of return visit method provided by the embodiments of the present application；
Fig. 2 is a kind of sub-process schematic diagram of return visit method provided by the embodiments of the present application；
Fig. 3 is a kind of schematic block diagram of playback appliances provided by the embodiments of the present application；
Fig. 4 is a kind of subelement schematic block diagram of playback appliances provided by the embodiments of the present application；
Fig. 5 is a kind of schematic block diagram of computer equipment provided by the embodiments of the present application.
Specific embodiment
Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete
Site preparation description, it is clear that described embodiment is some embodiments of the present application, instead of all the embodiments.Based on this Shen
Please in embodiment, every other implementation obtained by those of ordinary skill in the art without making creative efforts
Example, shall fall in the protection scope of this application.
It should be appreciated that ought use in this specification and in the appended claims, term " includes " and "comprising" instruction
Described feature, entirety, step, operation, the presence of element and/or component, but one or more of the other feature, whole is not precluded
Body, step, operation, the presence or addition of element, component and/or its set.
It is also understood that mesh of the term used in this present specification merely for the sake of description specific embodiment
And be not intended to limit the application.As present specification and it is used in the attached claims, unless on
Other situations are hereafter clearly indicated, otherwise " one " of singular, "one" and "the" are intended to include plural form.
It will be further appreciated that the term "and/or" used in present specification and the appended claims is
Refer to any combination and all possible combinations of one or more of associated item listed, and including these combinations.
Referring to Fig. 1, Fig. 1 is a kind of schematic flow diagram of return visit method provided by the embodiments of the present application.This method application
In the terminals such as desktop computer, laptop computer, tablet computer.As shown in Figure 1, the method comprising the steps of S101~S104.
S101, the operation failure parameter that client is fed back is obtained, and operation failure parameter is tight as what is constructed in advance
The input of anxious degree computation model obtains emergency value corresponding with operation failure parameter.
In the present embodiment, APP is opened and run on intelligent terminal as user, is carried out on the interface UI of APP various
When operation, cause user experience reduce be prompt failure operation, such as registration failure, login failure, replacement service fail,
Quit the subscription of service fail, consultation service unsuccessfully etc..When encounter it is above-mentioned unsuccessfully prompt when, user when problem can not be settled a dispute by the parties concerned themselves, need
What is wanted is timely customer service return visit, to help user to solve the problems, such as to encounter in APP use process.In order to accurately screen each use
To the urgency level for return visit of attending a banquet operation failure ginseng can be calculated according to operation failure parameter and urgency computation model in family
The corresponding emergency value of number, and the degree of priority of user's return visit is judged so that emergency value is foundation.
It is the operation behavior actually used according to user in APP as the operation failure parameter for calculating emergency value foundation
It generates, these data are gone to record and be uploaded without user, it is ensured that the calculating process of emergency value is a full-automatic process.
In one embodiment, the operation failure parameter includes: action type respective value, number of operations, operating time.In
During actual implementation, the operation failure parameter, the feature including multiple dimensions is not limited only to above-mentioned enumerate
Three parameters.But the technical solution of the application in order to facilitate understanding with operation failure parameter includes action type, behaviour in the application
Make number, the operating time is example to further illustrate.
As shown in Fig. 2, obtaining the operation failure parameter that client is fed back in the step S101, comprising:
S1011, table is corresponded to according to action type and preset action type value, obtain task operating type respective value；
S1012, according to the time interval of current time in system and user's first actuation time, obtain the operating time；
S1013, according to the number of clicks of specified pseudo operation button, obtaining number of operations in operation.
In the present embodiment, preset action type value correspond to recorded in table a variety of action types (action type include note
Volume account, replacement business, quits the subscription of business, consultation service etc. at logon account) and with the one-to-one action type of action type
It is worth corresponding table.Such as login account this operation corresponds to the task operating type respective value that table is inquired according to action type and is
2, it is 1 etc. that logon account this operation, which corresponds to the task operating type respective value that table is inquired according to action type,.When operation
Between be denoted as Pt, and pass through Pt=t2-t1(wherein, t2Indicate present system time, t1Indicate user's first actuation time) it calculates
Operating time.User is obtained on the interface UI of APP to the number of clicks of specified pseudo operation button, to obtain number of operations.
After being acquired action type respective value, number of operations, operating time, it can be calculated above three parameter as urgency
The input of model quickly calculates emergency value corresponding with operation failure parameter, and pacifies so that the size of emergency value is foundation
Whether row preferentially pays a return visit.
In one embodiment, the urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates to sit
The scheduling granularity of seat server, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting
Coefficient, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.By the urgency computation model, can count
Calculation obtains a reasonable emergency value, can be further used as paying a return visit the foundation of priority with the emergency value.
In the present embodiment, if the operation failure parameter is in addition to including action type respective value, number of operations, operation
Between these three features, when further including the feature of more various dimensions, by the feature of other multiple dimensions included by operation failure parameter point
P is not denoted as it1、P2、……、Pn, with P1Corresponding first adjustment factor is denoted as k11With P2Corresponding second adjustment factor is denoted as
k12... with PNCorresponding N adjustment factor is denoted as k1N, then according to Tp=INT [(k1Ptt+k2Pn+k3Pt+k11P1+k12P2
+……+k1NPN) * Ip] the corresponding emergency value of each operation failure parameter is calculated, wherein Ip indicates to attend a banquet the scheduling of server
Granularity, Tp indicate that emergency value corresponding with operation failure parameter, INT [] indicate bracket function.
If S102, detecting that the emergency value of return visit task is urgent less than or equal to preset in the person's of attending a banquet task pool
Threshold value is spent, operation failure parameter corresponding with the emergency value of task is paid a return visit is obtained, the person's of attending a banquet task pool is added in return visit task
Priority task pool queue in queue.
In one embodiment, the person's of attending a banquet task pool queue includes common task pool queue and priority task pool queue；
Return visit task in the common task pool queue carries out ascending order arrangement by emergency value；Returning in the priority task pool queue
Visit task carries out ascending order arrangement by emergency value.
In the present embodiment, the value of emergency value corresponding with operation failure parameter is smaller, then it represents that the event is tighter
It is anxious, it needs the person of attending a banquet to be paid a return visit immediately, leads to customer churn to avoid because paying a return visit not in time.It is distinguished back in order to clearer
Emergency value can be less than or equal to pay a return visit corresponding to the emergency value of preset urgency threshold value and appoint by the degree of priority of visit task
Priority task pond team is added in business, and emergency value is greater than return visit task corresponding to the emergency value of preset urgency threshold value and is added
Common task pool queue.Wherein, return when return visit task being added in the priority task pool queue in the pool queue of the person's of attending a banquet task
(Customer ID is the end of feedback operation failure parameter to parameter of the multiplexed transport into priority task pool queue at least packet Customer ID
Hold corresponding User ID), pay a return visit the corresponding emergency value of task, the corresponding contact details of Customer ID (as corresponding to client
Telephone number).
Paying a return visit task in common task pool queue can be (if any multiple return visit task according to the ascending sort of emergency value
Corresponding urgency is identical, then according to the sequencing of included operating time in the corresponding operation failure parameter of the return visit task
It successively sorts).Task is paid a return visit in priority task pool queue according to the ascending sort of emergency value, and appoint for each pay a return visit
Business will also calculate the high-quality grade point of a client, and according to the high-quality grade point arrangement of client, accordingly the person of attending a banquet is paid a return visit, it is therefore intended that
It is not only to pay a return visit in time, and is targetedly to be paid a return visit by the service experience person of attending a banquet abundant.
In one embodiment, the client-side information includes: terminal models respective value, geographical location information pair locating for user
It should be worth, terminal usage time interval.During actual implementation, the client-side information, the feature including multiple dimensions, not
It is limited only to above-mentioned three enumerated parameter.But the technical solution of the application in order to facilitate understanding, with client in the application
It is that example is come into one that information, which includes: terminal models respective value, geographical location information respective value, terminal usage time interval locating for user,
Walk explanation.
Wherein, preset terminal models correspond to record multiple terminal type (such as iPhone X, 8 iPhone, Huawei in table
P10, Huawei P10, millet 5X etc.) and with the one-to-one terminal models respective value of terminal models.Such as this end of iPhone X
The corresponding terminal models respective value of terminal type is 2, and the corresponding terminal models respective value of this terminal models of millet 5X is 1 etc..With
Geographical location information respective value locating for family corresponds to table according to default city to obtain, and corresponds in city and records multiple city names in table
It is corresponding when claiming, and being located in Beijing with geographical location information respective value locating for the one-to-one user of city name, such as user
User locating for geographical location information respective value be 2, such as user is located in when Dongguan geographical location locating for corresponding user and believes
Ceasing respective value is 1.
S103, obtain the client-side information that task of paying a return visit is added in priority task pool queue, using client-side information as pre-
The input of the client's water model first constructed obtains the high-quality grade point of client corresponding with client-side information.
In one embodiment, client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3It indicates eventually
Hold usage time interval, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates client
High-quality grade point.
In the present embodiment, if the client-side information is in addition to including geographical location locating for terminal models respective value, user
Information respective value, terminal usage time interval these three features will be included by client-side informations when further including the feature of more various dimensions
The feature of other multiple dimensions is denoted as PP respectively1、PP2、……、PPn, with PP1Corresponding first adjustment factor is denoted as k21With PP2
Corresponding second adjustment factor is denoted as k22... with PPNCorresponding N adjustment factor is denoted as k2N, then basis Calculate client-side information pair
The high-quality grade point of the client answered.
S104, according to the high-quality grade point of the corresponding client of client-side information, by the corresponding return visit task point of client-side information
It is assigned to the person's of attending a banquet terminal of corresponding with service grade.
In the present embodiment, the client that need to be paid a return visit is divided according to client-side information, is in order to will be potential
Top-tier customer distributes to the stronger person of attending a banquet of professional ability and carries out return visit tracking, to facilitate potential customers' development for actual use
The client of APP.
As it can be seen that this method can calculate emergency value according to the operation failure parameter that client is fed back, by emergency value
Priority task pool queue is added in return visit task less than urgency threshold value immediately, and the person of attending a banquet preferentially pays a return visit follow-up, improves return visit
Efficiency.
The embodiment of the present application also provides a kind of playback appliances, and the playback appliances are for executing any one of aforementioned return visit method.
Specifically, referring to Fig. 3, Fig. 3 is a kind of schematic block diagram of playback appliances provided by the embodiments of the present application.Playback appliances 100
Can be installed on desktop computer, tablet computer, laptop computer, etc. in terminals.
As shown in figure 3, playback appliances 100 include emergency value acquiring unit 101, priority task screening unit 102, client
High-quality grade point acquiring unit 103 pays a return visit task allocation unit 104.
Emergency value acquiring unit 101, the operation failure parameter fed back for obtaining client, and operation failure is joined
Input of the number as the urgency computation model constructed in advance, obtains emergency value corresponding with operation failure parameter.
In the present embodiment, APP is opened and run on intelligent terminal as user, is carried out on the interface UI of APP various
When operation, cause user experience reduce be prompt failure operation, such as registration failure, login failure, replacement service fail,
Quit the subscription of service fail, consultation service unsuccessfully etc..When encounter it is above-mentioned unsuccessfully prompt when, user when problem can not be settled a dispute by the parties concerned themselves, need
What is wanted is timely customer service return visit, to help user to solve the problems, such as to encounter in APP use process.In order to accurately screen each use
To the urgency level for return visit of attending a banquet operation failure ginseng can be calculated according to operation failure parameter and urgency computation model in family
The corresponding emergency value of number, and the degree of priority of user's return visit is judged so that emergency value is foundation.
It is the operation behavior actually used according to user in APP as the operation failure parameter for calculating emergency value foundation
It generates, these data are gone to record and be uploaded without user, it is ensured that the calculating process of emergency value is a full-automatic process.
In one embodiment, the operation failure parameter includes: action type respective value, number of operations, operating time.In
During actual implementation, the operation failure parameter, the feature including multiple dimensions is not limited only to above-mentioned enumerate
Three parameters.But the technical solution of the application in order to facilitate understanding with operation failure parameter includes action type, behaviour in the application
Make number, the operating time is example to further illustrate.
As shown in figure 4, the emergency value acquiring unit 101 includes following subelement:
First acquisition unit 1011 obtains task behaviour for corresponding to table according to action type and preset action type value
Make type respective value；
Second acquisition unit 1012 is obtained for the time interval according to current time in system and user's first actuation time
The extract operation time；
Third acquiring unit 1013, for obtaining according to the interior number of clicks to specified pseudo operation button in operation
Extract operation number.
In the present embodiment, preset action type value correspond to recorded in table a variety of action types (action type include note
Volume account, replacement business, quits the subscription of business, consultation service etc. at logon account) and with the one-to-one action type of action type
It is worth corresponding table.Such as login account this operation corresponds to the task operating type respective value that table is inquired according to action type and is
2, it is 1 etc. that logon account this operation, which corresponds to the task operating type respective value that table is inquired according to action type,.When operation
Between be denoted as Pt, and pass through Pt=t2-t1(wherein, t2Indicate present system time, t1Indicate user's first actuation time) it calculates
Operating time.User is obtained on the interface UI of APP to the number of clicks of specified pseudo operation button, to obtain number of operations.
After being acquired action type respective value, number of operations, operating time, it can be calculated above three parameter as urgency
The input of model quickly calculates emergency value corresponding with operation failure parameter, and pacifies so that the size of emergency value is foundation
Whether row preferentially pays a return visit.
In one embodiment, the urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates to sit
The scheduling granularity of seat server, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting
Coefficient, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.By the urgency computation model, can count
Calculation obtains a reasonable emergency value, can be further used as paying a return visit the foundation of priority with the emergency value.
In the present embodiment, if the operation failure parameter is in addition to including action type respective value, number of operations, operation
Between these three features, when further including the feature of more various dimensions, by the feature of other multiple dimensions included by operation failure parameter point
P is not denoted as it1、P2、……、Pn, with P1Corresponding first adjustment factor is denoted as k11With P2Corresponding second adjustment factor is denoted as
k12... with PNCorresponding N adjustment factor is denoted as k1N, then according to Tp=INT [(k1Ptt+k2Pn+k3Pt+k11P1+k12P2
+……+k1NPN) * Ip] the corresponding emergency value of each operation failure parameter is calculated, wherein Ip indicates to attend a banquet the scheduling of server
Granularity, Tp indicate that emergency value corresponding with operation failure parameter, INT [] indicate bracket function.
Priority task screening unit 102, if for detecting the emergency value of return visit task in the person's of attending a banquet task pool
Less than or equal to preset urgency threshold value, operation failure parameter corresponding with the emergency value of task is paid a return visit is obtained, will be paid a return visit
The priority task pool queue in the pool queue of the person's of attending a banquet task is added in task.
In one embodiment, the person's of attending a banquet task pool queue includes common task pool queue and priority task pool queue；
Return visit task in the common task pool queue carries out ascending order arrangement by emergency value；Returning in the priority task pool queue
Visit task carries out ascending order arrangement by emergency value.
In the present embodiment, the value of emergency value corresponding with operation failure parameter is smaller, then it represents that the event is tighter
It is anxious, it needs the person of attending a banquet to be paid a return visit immediately, leads to customer churn to avoid because paying a return visit not in time.It is distinguished back in order to clearer
Emergency value can be less than or equal to pay a return visit corresponding to the emergency value of preset urgency threshold value and appoint by the degree of priority of visit task
Priority task pond team is added in business, and emergency value is greater than return visit task corresponding to the emergency value of preset urgency threshold value and is added
Common task pool queue.Wherein, return when return visit task being added in the priority task pool queue in the pool queue of the person's of attending a banquet task
(Customer ID is the end of feedback operation failure parameter to parameter of the multiplexed transport into priority task pool queue at least packet Customer ID
Hold corresponding User ID), pay a return visit the corresponding emergency value of task, the corresponding contact details of Customer ID (as corresponding to client
Telephone number).
Paying a return visit task in common task pool queue can be (if any multiple return visit task according to the ascending sort of emergency value
Corresponding urgency is identical, then according to the sequencing of included operating time in the corresponding operation failure parameter of the return visit task
It successively sorts).Task is paid a return visit in priority task pool queue according to the ascending sort of emergency value, and appoint for each pay a return visit
Business will also calculate the high-quality grade point of a client, and according to the high-quality grade point arrangement of client, accordingly the person of attending a banquet is paid a return visit, it is therefore intended that
It is not only to pay a return visit in time, and is targetedly to be paid a return visit by the service experience person of attending a banquet abundant.
In one embodiment, the client-side information includes: terminal models respective value, geographical location information pair locating for user
It should be worth, terminal usage time interval.During actual implementation, the client-side information, the feature including multiple dimensions, not
It is limited only to above-mentioned three enumerated parameter.But the technical solution of the application in order to facilitate understanding, with client in the application
It is that example is come into one that information, which includes: terminal models respective value, geographical location information respective value, terminal usage time interval locating for user,
Walk explanation.
Wherein, preset terminal models correspond to record multiple terminal type (such as iPhone X, 8 iPhone, Huawei in table
P10, Huawei P10, millet 5X etc.) and with the one-to-one terminal models respective value of terminal models.Such as this end of iPhone X
The corresponding terminal models respective value of terminal type is 2, and the corresponding terminal models respective value of this terminal models of millet 5X is 1 etc..With
Geographical location information respective value locating for family corresponds to table according to default city to obtain, and corresponds in city and records multiple city names in table
It is corresponding when claiming, and being located in Beijing with geographical location information respective value locating for the one-to-one user of city name, such as user
User locating for geographical location information respective value be 2, such as user is located in when Dongguan geographical location locating for corresponding user and believes
Ceasing respective value is 1.
The high-quality grade point acquiring unit 103 of client, for obtaining the client that task of paying a return visit is added in priority task pool queue
Client information obtains corresponding with client-side information using client-side information as the input of the client's water model constructed in advance
The high-quality grade point of client.
In one embodiment, client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3It indicates eventually
Hold usage time interval, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates client
High-quality grade point.
In the present embodiment, if the client-side information is in addition to including geographical location locating for terminal models respective value, user
Information respective value, terminal usage time interval these three features will be included by client-side informations when further including the feature of more various dimensions
The feature of other multiple dimensions is denoted as PP respectively1、PP2、……、PPn, with PP1Corresponding first adjustment factor is denoted as k21With PP2
Corresponding second adjustment factor is denoted as k22... with PPNCorresponding N adjustment factor is denoted as k2N, then basis Calculate client-side information pair
The high-quality grade point of the client answered.
Task allocation unit 104 is paid a return visit, for according to the high-quality grade point of the corresponding client of client-side information, client to be believed
Corresponding return visit task is ceased to distribute to the person's of attending a banquet terminal of corresponding with service grade
In the present embodiment, the client that need to be paid a return visit is divided according to client-side information, is in order to will be potential
Top-tier customer distributes to the stronger person of attending a banquet of professional ability and carries out return visit tracking, to facilitate potential customers' development for actual use
The client of APP.
As it can be seen that the device can calculate emergency value according to the operation failure parameter that client is fed back, by emergency value
Priority task pool queue is added in return visit task less than urgency threshold value immediately, and the person of attending a banquet preferentially pays a return visit follow-up, improves return visit
Efficiency.
Above-mentioned playback appliances can be implemented as a kind of form of computer program, which can be in such as Fig. 5 institute
It is run in the computer equipment shown.
Referring to Fig. 5, Fig. 5 is a kind of schematic block diagram of computer equipment provided by the embodiments of the present application.The computer
500 equipment of equipment can be terminal.The terminal can be tablet computer, laptop, desktop computer, personal digital assistant etc.
Electronic equipment.
Refering to Fig. 5, which includes processor 502, memory and the net connected by system bus 501
Network interface 505, wherein memory may include non-volatile memory medium 503 and built-in storage 504.
The non-volatile memory medium 503 can storage program area 5031 and computer program 5032.The computer program
5032 include program instruction, which is performed, and processor 502 may make to execute a kind of return visit method.
The processor 502 supports the operation of entire computer equipment 500 for providing calculating and control ability.
The built-in storage 504 provides environment for the operation of the computer program 5032 in non-volatile memory medium 503, should
When computer program 5032 is executed by processor 502, processor 502 may make to execute a kind of return visit method.
The network interface 505 such as sends the task dispatching of distribution for carrying out network communication.Those skilled in the art can manage
It solves, structure shown in Fig. 5, only the block diagram of part-structure relevant to application scheme, is not constituted to the application side
The restriction for the computer equipment 500 that case is applied thereon, specific computer equipment 500 may include more than as shown in the figure
Or less component, perhaps combine certain components or with different component layouts.
Wherein, the processor 502 is for running computer program 5032 stored in memory, to realize following function
Can: the operation failure parameter that client is fed back is obtained, and calculates mould for operation failure parameter as the urgency constructed in advance
The input of type obtains emergency value corresponding with operation failure parameter；If having detected return visit task in the person's of attending a banquet task pool
Emergency value be less than or equal to preset urgency threshold value, obtain and pay a return visit the emergency value of task corresponding operation failure ginseng
The priority task pool queue in the pool queue of the person's of attending a banquet task is added in return visit task by number；It obtains and is added in priority task pool queue
The client-side information of return visit task obtains and visitor using client-side information as the input of the client's water model constructed in advance
The high-quality grade point of the corresponding client of family client information；According to the high-quality grade point of the corresponding client of client-side information, by client-side information
Corresponding return visit task is distributed to the person's of attending a banquet terminal of corresponding with service grade.
In one embodiment, the operation failure parameter includes: action type respective value, number of operations, operating time；
The urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates to sit
The scheduling granularity of seat server, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting
Coefficient, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.
In one embodiment, the client-side information includes: terminal models respective value, geographical location information pair locating for user
It should be worth, terminal usage time interval；
Client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3It indicates eventually
Hold usage time interval, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates client
High-quality grade point.
In one embodiment, processor 502 also performs the following operations: according to action type and preset action type value
Corresponding table, obtains task operating type respective value；According to the time interval of current time in system and user's first actuation time, obtain
The extract operation time；According to the interior number of clicks to specified pseudo operation button in operation, number of operations is obtained.
In one embodiment, processor 502 also performs the following operations: the person's of attending a banquet task pool queue includes common task
Pool queue and priority task pool queue；Return visit task in the common task pool queue carries out ascending order arrangement by emergency value；
Return visit task in the priority task pool queue carries out ascending order arrangement by emergency value.
It will be understood by those skilled in the art that the embodiment of computer equipment shown in Fig. 5 is not constituted to computer
The restriction of equipment specific composition, in other embodiments, computer equipment may include components more more or fewer than diagram, or
Person combines certain components or different component layouts.For example, in some embodiments, computer equipment can only include depositing
Reservoir and processor, in such embodiments, the structure and function of memory and processor are consistent with embodiment illustrated in fig. 5,
Details are not described herein.
It should be appreciated that in the embodiment of the present application, processor 502 can be central processing unit (Central
Processing Unit, CPU), which can also be other general processors, digital signal processor (Digital
Signal Processor, DSP), specific integrated circuit (Application Specific Integrated Circuit,
ASIC), ready-made programmable gate array (Field-Programmable GateArray, FPGA) or other programmable logic devices
Part, discrete gate or transistor logic, discrete hardware components etc..Wherein, general processor can be microprocessor or
The processor is also possible to any conventional processor etc..
A kind of storage medium is provided in another embodiment of the application.The storage medium can be storage medium.This is deposited
Storage media is stored with computer program, and wherein computer program includes program instruction.It is real when the program instruction is executed by processor
It is existing: to obtain the operation failure parameter that client is fed back, and calculate mould for operation failure parameter as the urgency constructed in advance
The input of type obtains emergency value corresponding with operation failure parameter；If having detected return visit task in the person's of attending a banquet task pool
Emergency value be less than or equal to preset urgency threshold value, obtain and pay a return visit the emergency value of task corresponding operation failure ginseng
The priority task pool queue in the pool queue of the person's of attending a banquet task is added in return visit task by number；It obtains and is added in priority task pool queue
The client-side information of return visit task obtains and visitor using client-side information as the input of the client's water model constructed in advance
The high-quality grade point of the corresponding client of family client information；According to the high-quality grade point of the corresponding client of client-side information, by client-side information
Corresponding return visit task is distributed to the person's of attending a banquet terminal of corresponding with service grade.
In one embodiment, the operation failure parameter includes: action type respective value, number of operations, operating time；
The urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates to sit
The scheduling granularity of seat server, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting
Coefficient, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.
In one embodiment, the client-side information includes: terminal models respective value, geographical location information pair locating for user
It should be worth, terminal usage time interval；
Client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3It indicates eventually
Hold usage time interval, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates client
High-quality grade point.
In one embodiment, realization when which is executed by processor: according to action type and preset operation class
Offset corresponds to table, obtains task operating type respective value；According between current time in system and the time of user's first actuation time
Every the acquisition operating time；According to the interior number of clicks to specified pseudo operation button in operation, number of operations is obtained.
In one embodiment, realization when which is executed by processor: the person's of attending a banquet task pool queue includes general
Logical task pool queue and priority task pool queue；Return visit task in the common task pool queue is risen by emergency value
Sequence arrangement；Return visit task in the priority task pool queue carries out ascending order arrangement by emergency value.
The storage medium can be the internal storage unit of aforementioned device, such as the hard disk or memory of equipment.It is described to deposit
Storage media is also possible to the plug-in type hard disk being equipped on the External memory equipment of the equipment, such as the equipment, intelligent storage
Block (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, flash card (Flash Card) etc..
Further, the storage medium can also both including the equipment internal storage unit and also including External memory equipment.
It is apparent to those skilled in the art that for convenience of description and succinctly, foregoing description is set
The specific work process of standby, device and unit, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
Those of ordinary skill in the art may be aware that unit described in conjunction with the examples disclosed in the embodiments of the present disclosure and algorithm
Step can be realized with electronic hardware, computer software, or a combination of the two, in order to clearly demonstrate hardware and software
Interchangeability generally describes each exemplary composition and step according to function in the above description.These functions are studied carefully
Unexpectedly the specific application and design constraint depending on technical solution are implemented in hardware or software.Professional technician
Each specific application can be used different methods to achieve the described function, but this realization is it is not considered that exceed
The scope of the present invention.
In several embodiments provided herein, it should be understood that disclosed unit and method, it can be with
It realizes by another way.For example, the apparatus embodiments described above are merely exemplary, for example, the unit
It divides, only a kind of logical function partition, there may be another division manner in actual implementation, can also will have identical function
The unit set of energy can be combined or can be integrated into another system at a unit, such as multiple units or components, or
Some features can be ignored or not executed.In addition, shown or discussed mutual coupling or direct-coupling or communication link
Connect can be through some interfaces, the indirect coupling or communication connection of device or unit, be also possible to electricity, it is mechanical or other
Form connection.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.Some or all of unit therein can be selected to realize the embodiment of the present invention according to the actual needs
Purpose.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into one processing unit
It is that each unit physically exists alone, is also possible to two or more units and is integrated in one unit.It is above-mentioned integrated
Unit both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated unit is realized in the form of SFU software functional unit and sells or use as independent product
When, it can store in one storage medium.Based on this understanding, technical solution of the present invention is substantially in other words to existing
The all or part of part or the technical solution that technology contributes can be embodied in the form of software products, should
Computer software product is stored in a storage medium, including some instructions are used so that a computer equipment (can be
Personal computer, server or network equipment etc.) execute all or part of step of each embodiment the method for the present invention
Suddenly.And storage medium above-mentioned include: USB flash disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), magnetic disk or
The various media that can store program code such as person's CD.
The above description is merely a specific embodiment, but scope of protection of the present invention is not limited thereto, any
Those familiar with the art in the technical scope disclosed by the present invention, can readily occur in various equivalent modifications or replace
It changes, these modifications or substitutions should be covered by the protection scope of the present invention.Therefore, protection scope of the present invention should be with right
It is required that protection scope subject to.
Claims (9)
1. a kind of return visit method characterized by comprising
The operation failure parameter that client is fed back is obtained, and calculates mould for operation failure parameter as the urgency constructed in advance
The input of type obtains emergency value corresponding with operation failure parameter；
If detecting in the person's of attending a banquet task pool, the emergency value of return visit task is less than or equal to preset urgency threshold value, obtains
Operation failure parameter corresponding with the emergency value of task is paid a return visit is taken, return visit task is added excellent in the pool queue of the person's of attending a banquet task
First task pool queue；
Obtain the client-side information that task of paying a return visit is added in priority task pool queue, using client-side information as the visitor constructed in advance
The input of family water model obtains the high-quality grade point of client corresponding with client-side information；
According to the high-quality grade point of the corresponding client of client-side information, the corresponding return visit task of client-side information is distributed to corresponding and is taken
The person's of the attending a banquet terminal for grade of being engaged in；
Wherein, the person's of attending a banquet task pool queue includes common task pool queue and priority task pool queue；The common task
Return visit task in pool queue carries out ascending order arrangement by emergency value；Return visit task in the priority task pool queue is by urgent
Angle value carries out ascending order arrangement；
When return visit task is added in the priority task pool queue in the pool queue of the person's of attending a banquet task, pays a return visit multiplexed transport and appoint to preferential
The parameter being engaged in pool queue includes at least Customer ID, pays a return visit the corresponding emergency value of task, the corresponding contact details of Customer ID.
2. return visit method according to claim 1, which is characterized in that the operation failure parameter includes: action type pair
It should be worth, number of operations, operating time；
The urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates clothes of attending a banquet
The scheduling granularity of business device, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting system
Number, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.
3. return visit method according to claim 1, which is characterized in that the client-side information includes: that terminal models are corresponding
Geographical location information respective value, terminal usage time interval locating for value, user；
Client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3Indicate that terminal makes
With period, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates that client is high-quality
Grade point.
4. return visit method according to claim 2, which is characterized in that the operation failure ginseng for obtaining client and being fed back
Number, comprising:
Table is corresponded to according to action type and preset action type value, obtains task operating type respective value；
According to the time interval of current time in system and user's first actuation time, the operating time is obtained；
According to the interior number of clicks to specified pseudo operation button in operation, number of operations is obtained.
5. a kind of playback appliances characterized by comprising
Emergency value acquiring unit, the operation failure parameter fed back for obtaining client, and using operation failure parameter as
The input of the urgency computation model constructed in advance obtains emergency value corresponding with operation failure parameter；
Priority task screening unit, if for detecting that the emergency value of return visit task is less than or waits in the person's of attending a banquet task pool
In preset urgency threshold value, operation failure parameter corresponding with the emergency value of task is paid a return visit is obtained, the task of return visit is added
Priority task pool queue in the person's of attending a banquet task pool queue；
The high-quality grade point acquiring unit of client, for obtaining the client-side information that task of paying a return visit is added in priority task pool queue,
Using client-side information as the input of the client's water model constructed in advance, it is high-quality to obtain client corresponding with client-side information
Grade point；
Task allocation unit is paid a return visit, for according to the high-quality grade point of the corresponding client of client-side information, client-side information to be corresponded to
Return visit task distribute to the person's of attending a banquet terminal of corresponding with service grade；
Wherein, the person's of attending a banquet task pool queue includes common task pool queue and priority task pool queue；The common task
Return visit task in pool queue carries out ascending order arrangement by emergency value；Return visit task in the priority task pool queue is by urgent
Angle value carries out ascending order arrangement；
When return visit task is added in the priority task pool queue in the pool queue of the person's of attending a banquet task, pays a return visit multiplexed transport and appoint to preferential
The parameter being engaged in pool queue includes at least Customer ID, pays a return visit the corresponding emergency value of task, the corresponding contact details of Customer ID.
6. playback appliances according to claim 5, which is characterized in that the operation failure parameter includes: action type pair
It should be worth, number of operations, operating time；
The urgency computation model are as follows:
Tp=INT [(k1Ptt+k2Pn+k3Pt)*Ip]；
Wherein, Ptt indicates task operating type respective value, and Pn indicates that number of operations, Pt indicate the operating time, and Ip indicates clothes of attending a banquet
The scheduling granularity of business device, Tp indicate emergency value corresponding with operation failure parameter, k1、k2、k3Respectively indicate the first adjusting system
Number, the second adjustment factor, third adjustment factor, INT [] indicate bracket function.
7. playback appliances according to claim 5, which is characterized in that the client-side information includes: that terminal models are corresponding
Geographical location information respective value, terminal usage time interval locating for value, user；
Client's water model are as follows:
Wherein, P1Indicate terminal models respective value note, P2Indicate geographical location information respective value, P locating for user3Indicate that terminal makes
With period, k4、k5、k6The 4th adjustment factor, the 5th adjustment factor, the 6th adjustment factor are respectively indicated, QL indicates that client is high-quality
Grade point.
8. a kind of computer equipment, including memory, processor and it is stored on the memory and can be on the processor
The computer program of operation, which is characterized in that the processor is realized when executing the computer program as in claim 1-4
Described in any item return visit methods.
9. a kind of storage medium, which is characterized in that the storage medium is stored with computer program, and the computer program includes
Program instruction, described program instruction execute the processor as described in claim any one of 1-4
Return visit method.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810145747.4A CN108288167B (en) | 2018-02-12 | 2018-02-12 | Pay a return visit method, apparatus, computer equipment and storage medium |
| PCT/CN2018/085269 WO2019153545A1 (en) | 2018-02-12 | 2018-05-02 | Return visit method and apparatus, and computer device and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810145747.4A CN108288167B (en) | 2018-02-12 | 2018-02-12 | Pay a return visit method, apparatus, computer equipment and storage medium |
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| CN108288167A CN108288167A (en) | 2018-07-17 |
| CN108288167B true CN108288167B (en) | 2019-11-08 |
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| CN201810145747.4A Active CN108288167B (en) | 2018-02-12 | 2018-02-12 | Pay a return visit method, apparatus, computer equipment and storage medium |
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| CN110648060A (en) * | 2019-09-19 | 2020-01-03 | 达疆网络科技(上海)有限公司 | Method for automatically allocating tasks to customer service |
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| DE102012015893B4 (en) * | 2012-08-10 | 2023-08-03 | BSH Hausgeräte GmbH | Transmission of information relating to a household appliance |
| CN105228139B (en) * | 2014-06-05 | 2018-11-13 | 阿里巴巴集团控股有限公司 | A kind of call processing method, device and equipment based on smart machine |
| CN104731649A (en) * | 2015-04-21 | 2015-06-24 | 中国建设银行股份有限公司 | Multi-task processing method and multi-task processing device |
| CN106200451A (en) * | 2015-05-27 | 2016-12-07 | 宁波吉德家电科技有限公司 | A kind of household electrical appliances fault collection processing system |
| CN105719010A (en) * | 2015-07-24 | 2016-06-29 | 北京小度信息科技有限公司 | Method and device for processing distribution tasks |
| CN106330570B (en) * | 2016-09-27 | 2019-09-20 | 三星电子（中国）研发中心 | Device clients, mobile client and Fault Diagnosis of Mechanical Equipment |
| CN107274471B (en) * | 2017-06-15 | 2020-10-09 | 深圳市彬讯科技有限公司 | Multi-priority queue scheduling system based on real-time offline rendering parallelism |
| CN107360336A (en) * | 2017-06-28 | 2017-11-17 | 上海航动科技有限公司 | A kind of intelligent distribute leaflets system and method based on voice service |
| CN107665401B (en) * | 2017-09-15 | 2020-06-26 | 平安科技（深圳）有限公司 | Task allocation method, terminal and computer readable storage medium |
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- 2018-02-12 CN CN201810145747.4A patent/CN108288167B/en active Active
- 2018-05-02 WO PCT/CN2018/085269 patent/WO2019153545A1/en active Application Filing
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| WO2019153545A1 (en) | 2019-08-15 |
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