CN110087232B - Call processing method and device based on intelligent equipment and server - Google Patents
Call processing method and device based on intelligent equipment and server Download PDFInfo
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Abstract
The application provides a call processing method, a call processing device and a call processing server based on intelligent equipment, wherein the method comprises the following steps: responding to a request for calling a customer service telephone corresponding to a current application program APP triggered by a user, and monitoring the conversation state of intelligent equipment integrated with the APP; judging whether the call state indicates that the current calling of the customer service telephone fails, if so, determining the APP problem related to the current calling according to the behavior log of the current APP operated by the user; and sending the APP problem to the server side of the APP. In the embodiment of the application, the call state of the intelligent device is monitored, so that the customer service system of the APP can still obtain the relevant operation information of the APP used by the user under the condition that the user dials different customer service telephones, and the use experience of the APP installed in the intelligent device used by the user can also be improved.
Description
The application is a divisional application of an invention patent application with the application number of 2014102469343, the application date of 2014, 06 and 05, and the invention name of 'a call processing method, a device and equipment based on intelligent equipment'.
Technical Field
The present application relates to the field of communications technologies, and in particular, to a call processing method and apparatus based on an intelligent device, and a server.
Background
With the rapid development of communication technology, more and more users use smart devices. The intelligent device is a general name of a device which has an independent operating system and an independent running space like a personal computer, can be used by a user to install an APP (application program) provided by a third-party service provider such as software, games or navigation and the like, and can realize wireless network access through a mobile communication network. Such as a smart phone, or a communicable tablet computer, etc.
In the prior art, after downloading and installing an APP provided by a third-party server, if a problem occurs in the APP using process and the third-party server needs to be contacted, a customer service call is often called for consultation. However, during hot-line hours, the user needs to wait in line for the connection of the telephone due to busy dialing lines, and even more, the situation that a large number of users cannot dial the customer service telephone at all may occur.
The inventor finds that the prior art has the following problems in the research process: because the user often cannot dial the customer service telephone at the hot line peak, the customer service system of the APP cannot obtain direct contact with the user and cannot obtain the relevant operation information of the user using the APP; furthermore, the mass users can make calls but also cause excessive waste of communication resources due to repeated dialing; furthermore, the problem that the user uses the APP cannot be solved because the user service feedback cannot be obtained, and much inconvenience is brought to the user.
Disclosure of Invention
The technical problem to be solved by the application is to provide a call processing method based on intelligent equipment, which is used for solving the problem that a customer service system of an APP in the prior art cannot acquire the relevant operation information of using the APP by a user, further solving the problem that the communication resources are too much wasted due to repeated dialing or dialing failure of too many users, and further improving the use experience of the APP installed in the intelligent equipment by the user.
The application also provides a call processing device and equipment based on the intelligent equipment, which are used for ensuring the realization and the application of the method in practice.
In order to solve the above problem, the present application discloses a call processing method based on an intelligent device, including:
responding to a request for calling a customer service telephone corresponding to a current application program APP triggered by a user, and monitoring the conversation state of intelligent equipment integrated with the APP;
judging whether the call state indicates that the current calling of the customer service telephone fails, if so, determining the APP problem related to the current calling according to the behavior log of the current APP operated by the user;
and sending the APP problem to the server side of the APP.
Optionally, the determining whether the call state indicates that the current call to the customer service telephone fails includes:
and judging whether the recorded call time between the user and the customer service telephone is zero or not when the call state changes from idle to busy to idle.
Optionally, the monitoring a call state of the smart device integrated by the APP includes:
and starting an independent monitoring thread for monitoring the conversation state of the intelligent equipment integrated with the current APP.
Optionally, the sending the APP problem to the server side of the current APP includes:
acquiring a current code corresponding to the APP problem from a preset database, wherein different corresponding relations between the APP problem and the code are stored in the database;
and sending the corresponding current code to a server side of the current APP.
Optionally, the determining, according to the behavior log of the current APP operated by the user, the APP problem related to the current call includes:
determining that the current user behavior is abnormal by analyzing the behavior log of the current APP;
and determining the APP problem corresponding to the current user behavior abnormity.
Optionally, the method further includes:
under the condition that a plurality of APP problems exist, sequencing the plurality of APP problems according to the problem grades corresponding to the plurality of APP problems;
then correspondingly, the sending of the APP problem to the server side of the APP is: and sequentially sending the plurality of APP problems to the server side of the APP.
The application discloses call processing apparatus based on smart machine includes:
the monitoring module is used for responding to a request, triggered by a user, for calling a customer service telephone corresponding to a current application program APP and monitoring the conversation state of intelligent equipment integrated with the APP;
the judging module is used for judging whether the call state indicates that the current call to the customer service telephone fails;
the determining module is used for determining the APP problem related to the current call according to the behavior log of the current APP operated by the user under the condition that the result of the judging module is yes;
and the sending module is used for sending the APP problem to the server side of the APP.
Optionally, the determining module includes:
the determining submodule is used for determining that the call state changes from idle to busy and then to idle;
and the judging submodule is used for judging whether the recorded call time of the current calling customer service telephone is zero or not.
Optionally, the monitoring module specifically includes:
the starting submodule is used for starting an independent monitoring thread;
and the monitoring thread is used for monitoring the conversation state of the intelligent equipment integrated by the APP.
Optionally, the sending module includes:
the obtaining submodule is used for obtaining a current code corresponding to the current APP problem from a preset database, and the database stores the corresponding relation between the APP problem and the code;
and the sending submodule is used for sending the corresponding current code to a server side of the APP.
Optionally, the determining module includes:
the abnormity determining submodule is used for determining that the current user behavior is abnormal by analyzing the behavior log of the current APP;
and the problem determining submodule is used for determining the APP problem corresponding to the current user behavior abnormity.
Optionally, the method further includes:
the sequencing module is used for sequencing the plurality of APP problems according to the problem grades corresponding to the plurality of APP problems under the condition that the plurality of APP problems exist;
the corresponding sending module is specifically configured to: and sequentially sending the plurality of APP problems to the server side of the APP.
The application discloses call processing equipment based on smart machine includes:
any of the foregoing call processing devices.
Compared with the prior art, the method has the following advantages:
in the embodiment of the application, the call state of the intelligent device is monitored, so that the customer service system of the APP can still obtain the relevant operation information of the APP used by the user under the condition that the user dials different customer service telephones, further, the problem of too much waste of communication resources caused by repeated dialing or dialing failure of too many users can be avoided, and further, the use experience of the APP installed in the intelligent device used by the user can be improved.
Of course, it is not necessary for any product to achieve all of the above-described advantages at the same time for the practice of the present application.
Drawings
In order to more clearly illustrate the embodiments of the present specification or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present specification, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.
FIG. 1 is a flowchart of an embodiment of a call processing method based on an intelligent device according to the present application;
fig. 2 is a signaling diagram of an embodiment of a call processing method based on an intelligent device according to the present application;
fig. 3 is a block diagram of an embodiment of a call processing apparatus based on an intelligent device according to the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The application is operational with numerous general purpose or special purpose computing device environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multi-processor apparatus, distributed computing environments that include any of the above devices or equipment, and the like.
The application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.
Referring to fig. 1, a flowchart of an embodiment of a call processing method based on an intelligent device according to the present application is shown, where the embodiment may be applied to each host in a cloud computing system, and the embodiment may include the following steps:
step 101: and monitoring the conversation state of the intelligent equipment integrated with the APP in response to a request of calling a customer service telephone corresponding to the current APP triggered by a user.
In the embodiment of the application, when a user uses an APP installed on an intelligent device, some problems may be encountered, for example, when payment is made by using mobile phone software, a password is checked for many times, or in a game playing process, a device is called for many times and fails, and the like, so that the user can dial a customer service phone of a current APP for consultation by triggering a shortcut link of the customer service phone provided by the current APP in a display interface on a mobile phone. If a user triggers a shortcut link of a customer service telephone, the embodiment of the application needs to start monitoring the call state (for example, connection or non-connection) of the APP integrated intelligent device.
Specifically, when monitoring the conversation state of the intelligent device integrated with the APP, the conversation state can be monitored by starting an independent monitoring thread for monitoring the conversation state of the intelligent device integrated with the APP. An operating system of the intelligent device is generally provided with a telephone monitoring state interface, an independent monitoring thread is newly established in the APP to call the telephone monitoring state interface to form a readable new object, and then the monitoring thread reads the state of the object to obtain the call state of the intelligent device.
Step 102: and judging whether the call state indicates that the current call to the customer service telephone fails, and if so, entering the step 103.
In the process of monitoring the call state, the monitoring thread can judge whether the call state monitored currently indicates that the current call of the customer service telephone fails or not in real time. Specifically, when the call state changes from idle to busy to idle, whether the recorded call time of the current call service telephone is zero or not can be judged. For example, the CALL STATE monitored by the thread changes from IDLE (CALL _ STATE _ IDLE) to being dialed (CALL _ STATE _ OFFHOOK) and to IDLE, and if so, the last CALL time record is read, if the CALL time is greater than zero, the CALL is turned on, and if the CALL time is equal to zero, the CALL is not turned on, that is, the current CALL is failed.
It should be noted that, in this step, if it is not determined that the current call service telephone fails, the subsequent process is not executed.
Step 103: and determining the APP problem corresponding to the current call according to the behavior log of the current APP operated by the user.
If the monitoring thread judges that the user calls the unavailable customer service telephone, the user can be informed of the unavailable customer service telephone, and the APP can determine the APP problem corresponding to the current customer service telephone call of the user according to the behavior log of the APP operated by the user in a period of time. The APP can save the behavior log of a user within a period of time, different time periods can be set according to the actual application scene requirements of the APP, and for example, the behavior log within 1-3 days can be saved in a payment wallet.
It can be understood that this step can be implemented by the APP directly storing the user behavior log locally. Of course, the APP may also synchronize the user behavior log to the server side, and then the server side may also perform problem location according to the APP synchronized behavior log. However, the user behavior log has a large data volume, and synchronizing the user behavior log to the server consumes much traffic and communication resources, so the APP can generally determine the user behavior log according to the locally stored user behavior log.
When the step is specifically realized, the following mode can be adopted: and determining the current user behavior abnormity by analyzing the behavior log of the current APP, and then determining the APP problem corresponding to the current user behavior abnormity. For example, for a payment wallet APP, if a user may input a correct payment password on a checkout counter page for multiple times within 2 days, the user may be determined to be in an abnormal behavior, and the APP problem corresponding to the abnormal behavior of the user is a problem that the payment password verification fails.
In practical application, the abnormal behavior that may occur to the user and the APP problem determined by the abnormal behavior may be stored in a specific database in advance, and the matching may be performed in the database after the step 103 is executed subsequently.
Step 104: and sending the APP problem to the server side of the APP.
The located APP problem is sent to a server side of the APP through a connection channel (usually, https protocol connection and tcp protocol connection are provided, various protocol connection modes are not limited in the scheme, and communication connection is established on the basis) established between the APP and a client service system of the APP, for example, the APP can be sent to a client service system (a client service workbench provided by a third-party enterprise for a client service personnel service user), answers corresponding to various APP problems are saved at the server side, and then the answer corresponding to the problem of the current APP can be retrieved. After seeing the answer, the subsequent customer service personnel can actively inform the answer to the user through other modes such as short message, telephone or mail.
Specifically, when the APP sends the APP problem to the customer service system of the APP, the APP can be realized through the following modes:
step A1: acquiring a current code corresponding to the current APP problem from a preset database, wherein the database stores the corresponding relation between the APP problem and the code;
since the data size may be large due to too many Chinese characters when describing the APP problem with Chinese characters, the APP may set codes for various APP problems in advance, for example, P0 indicates a problem of a payment password error of a security class, P1 indicates a problem of an information query failure of a query class, and so on. Then, first, the APP may obtain the current code corresponding to the current APP question from a database that stores the correspondence between the APP question and the code.
Step A2: and sending the corresponding current code to a server side of the APP.
And then the current code is sent to the customer service system of the APP, and the flow is saved more than the flow of Chinese character transmission because the code is transmitted in the process.
It is understood that, in various embodiments, step 104 may be preceded by:
step 100: and under the condition that a plurality of APP problems exist, sequencing the plurality of APP problems according to the problem grades corresponding to the plurality of APP problems.
If there are multiple current APP questions that are finally determined, for example, the user payment password is incorrectly input, and the query interface is abnormally displayed, the multiple APP questions may be ranked according to the question ranks previously classified for the APP questions. For example, a security class problem may be defined as a highest level, including a payment password related problem, and a query class problem may be defined as a lowest level, for example, a query interface may not be properly displayed. Then, if a plurality of APP problems have security problems and query problems, the security problems are correspondingly arranged before the query problems to be sent.
The APP questions are sent in sequence, so that important questions can be sent to a customer service system preferentially, more important answer to the questions can be provided for a user preferentially on the premise of saving transmission resources and flow, and the user can obtain better use experience.
Fig. 2 is a signaling diagram of a specific example of the practical application of the embodiment of the method of the present application. Each step is described in fig. 1, and is not described herein again.
Therefore, in the embodiment of the application, the call state of the intelligent device is monitored, so that the customer service system of the APP can still acquire the relevant operation information of the APP used by the user under the condition that the user dials different customer service telephones, further, the problem of too much waste of communication resources caused by repeated dialing or dialing failure of too many users can be avoided, and further, the use experience of the APP installed in the intelligent device used by the user can be improved.
For simplicity of explanation, the foregoing method embodiments are described as a series of acts or combinations, but those skilled in the art will appreciate that the present application is not limited by the order of acts, as some steps may occur in other orders or concurrently with other steps based on the disclosure herein. Further, those skilled in the art should also appreciate that the embodiments described in the specification are preferred embodiments and that the acts and modules referred to are not necessarily required in this application.
Corresponding to the method provided by the foregoing embodiment of the call processing method based on an intelligent device in the present application, referring to fig. 3, the present application further provides an embodiment of a call processing apparatus based on an intelligent device, and in this embodiment, the apparatus may include:
the monitoring module 301 is configured to monitor a call state of the intelligent device integrated with the APP in response to a request, triggered by a user, for calling a customer service telephone corresponding to the current APP.
In different embodiments, the monitoring module 301 may specifically include:
the starting submodule is used for starting an independent monitoring thread; and the monitoring thread is used for monitoring the conversation state of the intelligent equipment integrated by the APP.
The determining module 302 is configured to determine whether the call state indicates that the current call to the customer service telephone fails.
In different embodiments, the determining module 302 may specifically include:
the determining submodule is used for determining that the call state changes from idle to busy and then to idle; and the judging submodule is used for judging whether the recorded call time of the current calling customer service telephone is zero or not.
A determining module 303, configured to determine, according to the behavior log of the current APP operated by the user, an APP problem related to the current call if the result of the determining module is yes.
The determining module may specifically include, in different embodiments:
the abnormity determining submodule is used for determining that the current user behavior is abnormal by analyzing the behavior log of the current APP; and the problem determining submodule is used for determining the APP problem corresponding to the current user behavior abnormity.
A sending module 304, configured to send the APP question to the server side of the APP.
In different embodiments, the sending module 304 may specifically include:
the obtaining submodule is used for obtaining a current code corresponding to the current APP problem from a preset database, and the database stores the corresponding relation between the APP problem and the code; and the sending submodule is used for sending the corresponding current code to the server side of the APP.
Wherein, in different embodiments, the apparatus may further include:
the sequencing module is used for sequencing the plurality of APP problems according to the problem grades corresponding to the plurality of APP problems under the condition that the plurality of APP problems exist; the corresponding sending module 304 may specifically be configured to: and sequentially sending the plurality of APP problems to a server side of the APP according to the sequence.
The application also provides a call processing device based on the intelligent device, which can be, for example, an intelligent device, and the aforementioned call processing device based on the intelligent device is integrated on a CPU of the device.
It should be noted that, in the present specification, the embodiments are all described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments may be referred to each other. For the device-like embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The call processing method, the call processing device and the call processing server based on the intelligent device provided by the application are introduced in detail, a specific example is applied in the text to explain the principle and the implementation mode of the application, and the description of the above embodiment is only used for helping to understand the method and the core idea of the application; meanwhile, for a person skilled in the art, according to the idea of the present application, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present application.
Claims (11)
1. A call processing method based on intelligent equipment comprises the following steps:
responding to a request, triggered by a user, for calling a customer service telephone corresponding to a current application program APP, and monitoring a conversation state of intelligent equipment integrated with the APP, wherein the triggered request for calling the customer service telephone corresponding to the current application program APP comprises the following steps: the method comprises the steps that a customer service telephone of a current APP is dialed by triggering a quick link of the customer service telephone provided by the current APP in a display interface on a mobile phone;
judging whether the call state indicates that the current calling of the customer service telephone fails, if so, determining the APP problem related to the current calling according to the behavior log of the current APP operated by the user;
and sending the APP problem to the server side of the APP.
2. A call processing method based on intelligent equipment comprises the following steps:
responding to a request for calling a customer service telephone corresponding to a current application program APP triggered by a user, and monitoring the conversation state of intelligent equipment integrated with the APP;
judging whether the call state indicates that the current call to the customer service telephone fails, if so, confirming an APP problem, wherein the confirmed APP problem comprises the following steps: the server determines the APP problem related to the current call according to the behavior log of the current APP operated by the user;
and sending the APP problem to a customer service system of the APP.
3. A call processing method based on intelligent equipment comprises the following steps:
the method comprises the steps that a server receives APP problems sent by intelligent equipment, wherein the APP problems comprise; the intelligent device monitors the conversation state of the intelligent device integrated with the APP in response to a request of calling a customer service telephone corresponding to a current application program APP triggered by a user, judges whether the conversation state represents that the current calling of the customer service telephone fails, and determines the APP problem related to the current calling according to a behavior log of the current APP operated by the user when the judgment result is yes;
retrieving answers corresponding to the problems of the current APP;
the retrieved answer is displayed.
4. The method of claim 3, further comprising:
and informing the user of the answer according to a preset mode.
5. The method of claim 4, wherein the predetermined manner comprises at least one of SMS, phone call, and email.
6. A call processing method based on intelligent equipment comprises the following steps:
responding to a request for calling a customer service telephone corresponding to a current application program APP triggered by a user, and monitoring the conversation state of intelligent equipment integrated with the APP;
judging whether the call state indicates that the current calling of the customer service telephone fails, if so, determining the APP problem related to the current calling according to the behavior log of the current APP operated by the user;
under the condition that a plurality of APP problems exist, sequencing the plurality of APP problems according to the problem grades corresponding to the plurality of APP problems;
and sending the APP problem to the server side of the APP, wherein the APP problem with the highest problem grade is preferentially sent to the server side.
7. A call processing apparatus based on a smart device, the apparatus comprising:
the monitoring module is used for responding to a request, triggered by a user, for calling a customer service telephone corresponding to a current application program APP, and monitoring the conversation state of the intelligent device integrated with the APP, wherein the triggered request for calling the customer service telephone corresponding to the current application program APP comprises: the method comprises the steps that a customer service telephone of a current APP is dialed by triggering a quick link of the customer service telephone provided by the current APP in a display interface on a mobile phone;
the judging module is used for judging whether the call state indicates that the current call to the customer service telephone fails;
the determining module is used for determining the APP problem related to the current call according to the behavior log of the current APP operated by the user under the condition that the result of the judging module is yes;
and the sending module is used for sending the APP problem to the server side of the APP.
8. A call processing apparatus based on a smart device, the apparatus comprising:
the monitoring module is used for responding to a request of calling a customer service telephone corresponding to the current application program APP triggered by a user, monitoring the conversation state of the intelligent equipment integrated by the APP,
the judging module is used for judging whether the call state indicates that the current call to the customer service telephone fails;
a determining module, configured to confirm an APP problem if a result of the determining module is yes, where the confirmed APP problem includes: the server determines the APP problem related to the current call according to the behavior log of the current APP operated by the user;
and the sending module is used for sending the APP problem to the customer service system of the APP.
9. A server comprising computer-executable instructions that are executed by a computer, the computer-executable instructions, when executed, implementing a method comprising:
receiving APP problems sent by intelligent equipment, wherein the APP problems comprise; the intelligent device monitors the conversation state of the intelligent device integrated with the APP in response to a request of calling a customer service telephone corresponding to a current application program APP triggered by a user, judges whether the conversation state represents that the current calling of the customer service telephone fails, and determines the APP problem related to the current calling according to a behavior log of the current APP operated by the user when the judgment result is yes;
searching answers corresponding to the problems of the current APP;
the retrieved answer is displayed.
10. The server of claim 9, the computer-executable instructions when executed further implementing:
and sending the answer to the user according to a preset mode.
11. The server according to claim 9, wherein the APP problem related to the current call, which is determined according to the behavior log of the current APP operated by the user, includes any one of the following:
the intelligent equipment determines the APP problem related to the current call according to the locally stored user behavior log;
and the server locates the problem according to the synchronous behavior log of the APP and determines the APP problem related to the current call.
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|---|---|---|---|
| CN201811525189.0A CN110087232B (en) | 2014-06-05 | 2014-06-05 | Call processing method and device based on intelligent equipment and server |
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| CN201410246934.3A CN105228139B (en) | 2014-06-05 | 2014-06-05 | A kind of call processing method, device and equipment based on smart machine |
| CN201811525189.0A CN110087232B (en) | 2014-06-05 | 2014-06-05 | Call processing method and device based on intelligent equipment and server |
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| CN201811525189.0A Active CN110087232B (en) | 2014-06-05 | 2014-06-05 | Call processing method and device based on intelligent equipment and server |
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| WO2017128225A1 (en) * | 2016-01-28 | 2017-08-03 | 陈学良 | Method and mobile terminal for sending technical data of invocation of application |
| CN108288167B (en) * | 2018-02-12 | 2019-11-08 | 平安科技（深圳）有限公司 | Pay a return visit method, apparatus, computer equipment and storage medium |
| CN113132541B (en) * | 2019-12-31 | 2022-08-05 | 重庆小雨点小额贷款有限公司 | Call processing method and related equipment |
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Also Published As
| Publication number | Publication date |
|---|---|
| CN110087232A (en) | 2019-08-02 |
| HK1215775A1 (en) | 2016-09-09 |
| CN105228139B (en) | 2018-11-13 |
| CN105228139A (en) | 2016-01-06 |
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