CN113327129A - Customer service task processing method and device - Google Patents
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Abstract
One or more embodiments of the present specification provide a method and an apparatus for processing a customer service task, where the method includes: receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel; responding to the triggering operation of a customer service person for a search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page; responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the response reference information to the server, so that the server returns the response reference information to a user client corresponding to the user, and the user client further displays the response reference information to the user.
Description
Technical Field
One or more embodiments of the present disclosure relate to the field of instant messaging technologies, and in particular, to a method and an apparatus for processing a customer service task, an electronic device, and a machine-readable storage medium.
Background
With the increasing number of customer service tasks faced by enterprises and the increasing requirements of users on the processing level of the customer service tasks, the customer service center of the enterprise can not meet the requirements of the users by providing customer service only through answering the phone.
In order to improve the customer service task processing capacity of the customer service center, customer service personnel can receive a customer service task initiated by a user through the customer service workbench and communicate with the user in real time based on the instant communication function of the customer service workbench.
Disclosure of Invention
According to a first aspect of one or more embodiments of the present specification, there is provided a customer service task processing method, the method including:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
responding to the triggering operation of the customer service personnel for the search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page;
responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the response reference information to the server, so that the server returns the response reference information to a user client corresponding to the user, and the user client further displays the response reference information to the user.
Optionally, the server interfaces with a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the displaying of the customer service consultation information in the session page comprises the following steps:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
Optionally, the receiving customer service consultation information corresponding to a customer service task initiated by a user and issued by a server, and displaying the customer service consultation information in a session page includes:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
Optionally, the method further includes:
and responding to the triggering operation of the customer service staff for the access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the user, and performing associated display with the user head portrait of the user in the session page.
Optionally, the method further includes:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
Optionally, the quick access option corresponding to the customer service task initiated by the other user includes: the user avatars of the other users.
Optionally, the method further includes:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
Optionally, the method further includes:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting duration of the other user, and performing associated display with the quick access option in the session page.
Optionally, the determining, in response to the triggering operation of the customer service staff for the search function option, response reference information matched with the customer service consultation information, and displaying the response reference information in the session page includes:
responding to the triggering operation of the customer service personnel for the search function option, and outputting a popup interface corresponding to the search function in the conversation page;
and determining response reference information matched with the customer service consultation information, and displaying the response reference information in the popup interface.
Optionally, the determining response reference information matched with the customer service consultation information includes:
extracting a plurality of candidate keywords from the customer service consultation information, and displaying the candidate keywords in the popup interface;
and acquiring a target keyword selected by the customer service staff from the candidate keywords, inquiring response reference information matched with the target keyword in a database by taking the target keyword as an inquiry index, and determining the response reference information matched with the customer service consultation information.
Optionally, the session page further includes a customer service task forwarding option corresponding to a customer service task initiated by the user;
the method further comprises the following steps:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
Optionally, the session page further includes a quick response option corresponding to a customer service task initiated by the user;
the method further comprises the following steps:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
Optionally, the plurality of utterance phrases displayed in the utterance recommendation interface include utterance phrases pre-configured by the customer service personnel.
According to a second aspect of one or more embodiments of the present specification, there is provided another customer service task processing method, including:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
responding to the triggering operation of the customer service staff for the service guide function option, determining service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page;
and responding to response operation of the customer service staff in the session page for the customer service consultation information, returning the service guide information to the service end so that the service end returns the service guide information to a user client corresponding to the user, and further displaying the service guide information to the user by the user client.
Optionally, the determining, in response to the triggering operation of the customer service staff for the service guide function option, service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page includes:
responding to the triggering operation of the customer service personnel for the service guide function option, and outputting a popup interface corresponding to the service guide function in the conversation page;
and determining service guide information matched with the customer service task associated with the customer service consultation information, and displaying the service guide information in the popup interface.
Optionally, the popup interface includes details of the customer service tasks corresponding to different types of customer service tasks;
before determining service guidance information matching the service task associated with the service advisory information, the method further comprises:
and responding to the positioning operation of the customer service personnel for the customer service task details, and determining the customer service task associated with the customer service consultation information.
Optionally, the determining, in response to the location operation of the customer service staff for the customer service task details, a customer service task associated with the customer service consultation information includes:
acquiring a customer service task type which is input by the customer service staff in the popup interface and corresponds to the customer service task initiated by the user, and displaying a customer service task flow corresponding to the customer service task type in the popup interface;
and responding to the positioning operation of the customer service staff aiming at the customer service task flow, and determining the customer service task associated with the customer service consultation information.
Optionally, the popup interface further includes a screen pushing option;
the method further comprises the following steps:
responding to the triggering operation of customer service personnel for the screen pushing option, sending a screen pushing request corresponding to the screen pushing option to the server, so that the server sends an acquisition request for user information of the user to a user client of the user, and the user client acquires the user information input by the user and returns the user information to the server;
and acquiring the desensitized user information returned by the server, and displaying the desensitized user information in the popup interface.
Optionally, the server interfaces with a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the displaying of the customer service consultation information in the session page comprises the following steps:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
Optionally, the receiving customer service consultation information corresponding to a customer service task initiated by a user and issued by a server, and displaying the customer service consultation information in a session page includes:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
Optionally, the method further includes:
and responding to the triggering operation of the customer service staff for the access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the user, and performing associated display with the user head portrait of the user in the session page.
Optionally, the method further includes:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
Optionally, the quick access option corresponding to the customer service task initiated by the other user includes: the user avatars of the other users.
Optionally, the method further includes:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
Optionally, the method further includes:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting duration of the other user, and performing associated display with the quick access option in the session page.
Optionally, the session page further includes a customer service task forwarding option corresponding to a customer service task initiated by the user;
the method further comprises the following steps:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
Optionally, the session page further includes a quick response option corresponding to a customer service task initiated by the user; the method further comprises the following steps:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
Optionally, the plurality of utterance phrases displayed in the utterance recommendation interface include utterance phrases pre-configured by the customer service personnel.
According to a third aspect of one or more embodiments of the present specification, there is provided a customer service task processing apparatus including:
the system comprises a session display unit, a service processing unit and a service processing unit, wherein the session display unit is used for receiving customer service consultation information which is issued by a service end and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
the query unit is used for responding to the triggering operation of the customer service staff for the search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page;
and the response unit is used for responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the response reference information to the server so that the server returns the response reference information to the user client corresponding to the user, and the user client further displays the response reference information to the user.
According to a fourth aspect of one or more embodiments of the present specification, there is provided another customer service task processing apparatus, the apparatus including:
the system comprises a session display unit, a service processing unit and a service processing unit, wherein the session display unit is used for receiving customer service consultation information which is issued by a service end and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
the query unit is used for responding to the triggering operation of the customer service staff for the service guide function option, determining service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page;
and the response unit is used for responding to response operation of the customer service staff in the session page for the customer service consultation information, returning the service guide information to the server so that the server returns the service guide information to a user client corresponding to the user, and the user client further displays the service guide information to the user.
According to a fifth aspect of one or more embodiments of the present specification, there is provided an electronic device, including a communication interface, a processor, a memory, and a bus, the communication interface, the processor, and the memory being connected to each other by the bus;
the memory stores machine readable instructions, and the processor executes the customer service task processing method by calling the machine readable instructions.
According to a sixth aspect of one or more embodiments of the present specification, there is provided a machine-readable storage medium storing machine-readable instructions which, when invoked and executed by a processor, implement the above-described customer service task processing method.
Through the embodiment, when receiving customer service consultation information which is sent by a service end and corresponds to a customer service task initiated by a user, the mobile client corresponding to the customer service staff responds to the triggering operation of the customer service staff aiming at the search function option (or the service guide function option) in the session page, so that response reference information matched with the customer service consultation information (or service guide information matched with the customer service task associated with the customer service consultation information) can be determined, and the matched response reference information (or service guide information) is displayed in the session page; further, the customer service staff can perform response operation on the received customer service consultation information in the session page and return the matched response reference information (or service guide information) to the server, so that the server returns the response reference information (or service guide information) to the user client corresponding to the user, and therefore the customer service staff can quickly call the search function (or service guide function) provided by the customer service workbench through the function options in the session page without quitting the session page, and the customer service task initiated by the user is processed based on the mobile client.
Drawings
FIG. 1 is an architectural diagram illustrating an customer service task processing system in accordance with an exemplary embodiment;
FIG. 2 is a flow diagram illustrating a method for customer service task processing in accordance with an illustrative embodiment;
FIG. 3 is a schematic diagram illustrating an authentication interface in accordance with an illustrative embodiment;
FIG. 4 is a schematic diagram of a customer service workbench page in accordance with an illustrative embodiment;
FIG. 5 is a diagram illustrating a dialog configuration page in accordance with an exemplary embodiment;
FIG. 6 is a diagram illustrating a conversation page in accordance with an illustrative embodiment;
FIG. 7 is a diagram illustrating an access option in an exemplary embodiment;
FIG. 8 is a diagram illustrating one type of shortcut access option in accordance with an exemplary embodiment;
FIG. 9 is a diagram illustrating a search function option in accordance with an exemplary embodiment;
FIG. 10 is a diagram illustrating a quick response option in accordance with an exemplary embodiment;
FIG. 11 is a schematic diagram illustrating an customer service task diversion option in accordance with an illustrative embodiment;
FIG. 12 is a flow diagram illustrating another method of customer service task processing in accordance with an illustrative embodiment;
FIG. 13 is a diagram illustrating a service bootstrapping function option in accordance with an illustrative embodiment;
FIG. 14 is a diagram illustrating a push screen option in accordance with an exemplary embodiment;
FIG. 15 is a hardware block diagram of an electronic device in which a service task processing device is located in an exemplary embodiment;
FIG. 16 is a block diagram of an customer service task processing device, shown in an exemplary embodiment;
FIG. 17 is a block diagram of another customer service task processing device, shown in an exemplary embodiment.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with one or more embodiments of the present specification. Rather, they are merely examples of apparatus and methods consistent with certain aspects of one or more embodiments of the specification, as detailed in the claims which follow.
It should be noted that: in other embodiments, the steps of the corresponding methods are not necessarily performed in the order shown and described herein. In some other embodiments, the method may include more or fewer steps than those described herein. Moreover, a single step described in this specification may be broken down into multiple steps for description in other embodiments; multiple steps described in this specification may be combined into a single step in other embodiments.
In practical application, a customer service staff can receive a customer service task initiated by a user through a customer service workbench, and the customer service workbench at least can provide an instant messaging function for the customer service staff, so that the customer service staff can process the customer service task initiated by the user based on a mode of instant messaging with the user.
The customer service workbench can be generally applied to a PC client corresponding to a customer service worker. For example, the service workbench may include an application program corresponding to the service workbench installed on the PC client, or may include a web page corresponding to the service workbench accessed through the PC client.
Therefore, although the customer service staff can usually process the customer service tasks initiated by the user at the seats of the customer service center, that is, at a relatively fixed office location, based on the customer service workbench applied to the PC client, when the number of the customer service tasks initiated by the user is increased due to an emergency, the customer service staff who are not currently at the seats cannot rapidly process the customer service tasks initiated by the user by using the customer service workbench of the PC client.
For example, factors such as weather conditions and personal health conditions cause that a customer service worker needs to work at home and cannot go to a customer service center to work, and the customer service task initiated by a user cannot be processed through a customer service workbench installed at a PC (personal computer) end of the customer service center; for another example, social public opinion suddenly appears a hot event, which results in a rapid increase in the number of customer service tasks initiated by users, so that the customer service personnel in the current seat cannot meet the requirement of timely processing the customer service tasks, and other customer service personnel need to be called quickly to process the customer service tasks.
In view of this, the present specification aims to provide a technical solution that a customer service staff can receive and process a customer service task initiated by a user based on a mobile client.
When the method is realized, the mobile client corresponding to the customer service staff can receive customer service consultation information which is issued by the server and corresponds to a customer service task initiated by a user, and display the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
further, in response to the triggering operation of the customer service staff for the search function option, response reference information matched with the customer service consultation information can be determined, and the response reference information is displayed in the session page;
further, in response to a response operation of the service person to the service consultation information in the session page, the mobile client may return the response reference information to the server, so that the server returns the response reference information to a user client corresponding to the user, and the user client further displays the response reference information to the user.
Therefore, in the technical solution in this specification, when receiving service consultation information corresponding to a service task initiated by a user and sent by a service end, a mobile client corresponding to a customer service staff can determine response reference information matched with the service consultation information (or service guidance information matched with the service task associated with the service consultation information) by responding to a trigger operation of the customer service staff for a search function option (or service guidance function option) in a session page, and display the matched response reference information (or service guidance information) in the session page; further, the customer service staff can perform response operation on the received customer service consultation information in the session page and return the matched response reference information (or service guide information) to the server, so that the server returns the response reference information (or service guide information) to the user client corresponding to the user, and therefore the customer service staff can quickly call the search function (or service guide function) provided by the customer service workbench through the function options in the session page without quitting the session page, and the customer service task initiated by the user is processed based on the mobile client.
Compared with a customer service workbench applied to a PC (personal computer) end, customer service personnel can receive and process a customer service task initiated by a user through the customer service workbench applied to a mobile client, and can process the customer service task initiated by the user at any time and any place, so that the satisfaction degree of the user on the customer service of an enterprise can be improved, and the service requirement of a customer service center on emergency can be met.
The present application is described below with reference to specific embodiments and specific application scenarios.
Referring to fig. 1, fig. 1 is a schematic diagram illustrating an architecture of a customer service task processing system according to an exemplary embodiment.
In this description, the system architecture may include a user client 110, a server 120, and a mobile client 130.
The user client 110 corresponds to a user, and the user client 110 may send service consultation information corresponding to a service task initiated by the user to the server 120, so that the server 120 issues the received service consultation information to the mobile client 130; after receiving the customer service consultation information sent by the service end 120, the mobile client 130 may return customer service response information corresponding to the customer service consultation information to the service end 120 in response to a response operation of a customer service worker for the customer service consultation information, so that the service end 120 returns the received customer service response information to the user client 110; after receiving the customer service response message returned by the server 120, the user client 110 may further present the customer service response message to the user.
In practical applications, the user client 110 may be a terminal device supporting network functions, including but not limited to a smart phone, a tablet computer, a desktop computer, and the like.
In one embodiment shown, the user client 110 may be loaded with one or more software corresponding to different session channels; when the service is implemented, the customer service consultation information sent by the user client 110 to the server 120 may include customer service consultation information corresponding to customer service tasks initiated by the user through different session channels; that is, the user can initiate the customer service task through the session channels corresponding to different software.
For example, a user can input customer service consultation information corresponding to a customer service task through function options such as 'my customer service', 'online consultation' and the like in APPs supporting an instant messaging function, such as a nail, a payment treasure and the like, and then initiate the customer service task through a session channel corresponding to the APPs such as the nail, the payment treasure and the like; for example, the user may initiate a customer service task through a session channel corresponding to a portal site or customer service software by using the portal site of an enterprise or the customer service software developed by the enterprise.
In practical applications, the server 120 may include a server with forwarding function, or a server cluster composed of multiple servers.
In one embodiment shown, the server may include one server or a server cluster composed of a plurality of servers corresponding to software with an instant messaging function loaded on a user client, or may include one server or a server cluster composed of a plurality of servers corresponding to a web portal of an enterprise or client service software; when the method is implemented, the server 121 corresponding to the software with the instant messaging function loaded on the user client 110 may directly issue the customer service consultation information from the corresponding session channel to the mobile client 130 corresponding to the customer service staff.
For example, the server 121 may include a server corresponding to the payment APP hosted on the user client 110; after receiving the customer service consultation information corresponding to the customer service task initiated by the user through the pay bank APP, the server 121 may directly issue the received customer service consultation information to the mobile client 130 corresponding to the customer service staff.
In another embodiment shown, the server may further include a proxy server; when the implementation is performed, the server cluster 122 formed by the servers corresponding to the different software with the instant messaging function loaded on the user client may send the received customer service consultation information to the proxy server 123, and then the proxy server 123 issues the customer service consultation information from different session channels to the mobile client 130 corresponding to the customer service staff.
For example, the server cluster 122 may include a server cluster formed by servers corresponding to different APPs such as a pay pal, a pin, and the like loaded on the user client 110, and the agent server 123 may include a server corresponding to a customer service workbench; after the server cluster 122 receives the customer service consultation information corresponding to the customer service task initiated by different APPs such as pay pal and nail, the customer service consultation information from different session channels can be forwarded to the proxy server 123, and then the proxy server 123 issues the customer service consultation information from different session channels to the mobile client 130 corresponding to the customer service staff.
Correspondingly, when the service end may further include a proxy server, the service end 120 may return the customer service response information corresponding to the customer service consultation information returned by the mobile client 130 to the user client 110 through a session channel through which the user initiates a customer service task; the specific implementation process of returning the customer service response information is similar to the reverse process of issuing the customer service consultation information in the above embodiment, and is not described herein again.
In practical applications, the mobile client may be a mobile terminal device supporting network functions, including but not limited to a smart phone, a tablet computer, and the like.
It should be noted that, in the schematic architecture diagram of the customer service task processing system shown in fig. 1, the user client 110 and the mobile client 130 respectively show only one terminal device by way of example, and do not limit the present specification; in practical applications, the user client 110 may include a plurality of terminal devices corresponding to different users, and the mobile client 130 may include a plurality of mobile terminal devices corresponding to different customer service personnel.
In addition, it should be noted that, in the schematic architecture diagram of the customer service task processing system shown in fig. 1, the servers included in the server 120 are only described by way of example, and do not limit the present specification; in practical applications, the server 120 may include one or more servers, and data interaction between the user client 110 and the mobile client 130 may be implemented through the server 120.
Referring to fig. 2, fig. 2 is a flowchart illustrating a method for processing a customer service task according to an exemplary embodiment, where the method performs the following steps:
step 202: receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
step 204: responding to the triggering operation of the customer service personnel for the search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page;
step 206: and responding to the response operation of the customer service staff in the session page aiming at the customer service consultation information, and returning the response reference information to the server.
In this specification, the customer service task processing method may be applied to a mobile client corresponding to a customer service staff.
For example, a customer service staff can process a customer service task through a function entrance corresponding to a customer service workbench in an APP supporting an instant messaging function, such as a payment bank, based on a mobile terminal, such as a smart phone; for another example, the customer service staff may process the customer service task in an APP corresponding to a "customer service office" based on a mobile terminal such as a smartphone.
In this specification, the mobile client may perform authentication on the customer service staff.
For example, referring to fig. 3, fig. 3 is a schematic diagram illustrating an authentication interface according to an exemplary embodiment. As shown in fig. 3, when a customer service person logs in a customer service workbench through a mobile client, the mobile client may perform identity authentication through a "face-brushing authentication" function, collect face information of the login person, and match the face information with face information corresponding to a pre-collected customer service person account; and only after the login user passes the face brushing verification, the login user is allowed to enter a page of the customer service workbench and is granted the processing authority of the customer service tasks such as viewing, accessing, transferring and the like.
For another example, each time the mobile client requests to acquire data information related to a user, the identity of the customer service staff needs to be checked first to determine whether the customer service staff has an acquisition right of the related data information.
It should be noted that, in the above illustrated embodiment, by enhancing the identity authentication of the customer service staff, it can be avoided that other staff obtain a customer service task initiated by a user or other user information by using a mobile client of the customer service staff, which causes privacy information leakage of the user or an enterprise, so as to improve the security of the customer service staff in processing the customer service task based on the mobile client.
In this specification, after a customer service person logs in a work account through the mobile client, the mobile client may display a customer service workbench page to the customer service person. Referring to FIG. 4, FIG. 4 is a schematic diagram of a customer service workbench page in accordance with an exemplary embodiment.
In practical applications, the customer service workbench page may include a dialog configuration option. When the method is implemented, the mobile client responds to the triggering operation of the customer service staff in the customer service workbench page aiming at the speech technology configuration option, and can jump to the speech technology configuration page, so that the customer service staff can perform configuration operation on the speech technology configuration page.
For example, referring to fig. 5, fig. 5 is a schematic diagram of a dialog configuration page in accordance with an exemplary embodiment. As shown in fig. 4 and 5, in response to a click operation of a customer service person in a customer service workbench page for a "tactical configuration" button, the mobile client may jump from the customer service workbench page to the tactical configuration page; in the speech configuration page, the customer service personnel can edit speech phrases that apply to different scenarios, which can include, but are not limited to, "do you, i am customer service waiter, ask what question you have? "," please just, etc., is querying for you, "" congratulating you life, and then! "and the like; further, the mobile client can use the edited speech phrase as a speech phrase pre-configured by the customer service staff, so that the customer service staff can directly use the pre-configured speech phrase to realize quick response subsequently.
In practical application, the service workbench page may further display identity information of the service personnel, such as user head portrait, user nickname, user ID, login status, belonging skill group, and the like of the service personnel.
In addition, in practical application, the customer service workbench page may further include an option of applying for vacation, an option of applying for offline, and the like. For example, in response to a triggering operation of a customer service staff on a "apply for a rest" button in a customer service workbench page as shown in fig. 4, the mobile client may display a selectable rest time period corresponding to the customer service staff in the customer service workbench page, and further may initiate a corresponding rest request to an administrator of the customer service workbench based on the rest time period selected by the customer service staff. For another example, in response to the triggering operation of the customer service staff on the "apply for offline" button in the customer service workbench page shown in fig. 4, the mobile client may exit the customer service workbench page and notify the server to stop issuing the customer service task for the mobile client corresponding to the customer service staff.
It should be noted that, in practical application, according to the actual needs of the customer service staff, the customer service workbench page may further include function options corresponding to other functions, which is not limited in this specification. In the drawings of the specification of the present specification, specific styles of the pages displayed to the customer service staff by the mobile client are merely exemplary, and the present specification is not particularly limited.
In this specification, the mobile client may receive the service consultation information corresponding to the service task initiated by the user and issued by the server, and display the received service consultation information in the session page.
The customer service consultation information can comprise session information input by a user at a corresponding user client; it should be noted that, when the user sends the customer service consultation information to the service end, so that the customer service staff performs response operation on the customer service consultation information, it can be considered that the user initiates a customer service task.
When the method is implemented, the server may receive customer service consultation information sent by the user client and corresponding to a customer service task initiated by a user, further, the server may automatically determine, according to a preset customer service task assignment policy, a customer service person who processes the customer service task, or a manager of a customer service center manually selects a customer service person who processes the customer service task, and sends the customer service task to a mobile client corresponding to the customer service person, and further, the mobile client displays the customer service consultation information in the session page.
For example, referring to fig. 6, fig. 6 is a diagram illustrating a session page in accordance with an exemplary embodiment. As shown in fig. 6, the service consultation information corresponding to the service task initiated by the user a is "how do i want to know how to query the account balance? ", the service end can issue the customer service consultation information to the mobile client corresponding to the customer service staff B, so that the customer service staff B can process the customer service task initiated by the user A; after receiving the customer service consultation information, the mobile client corresponding to the customer service staff B can display the customer service consultation information to the customer service staff B in a session page.
In practical application, because the service end can be connected with one or more session channels, the customer service consultation information issued by the service end can comprise customer service consultation information corresponding to customer service tasks initiated by users through different session channels; in an embodiment shown, when the mobile client displays the customer service consultation information corresponding to the customer service task initiated by the user in the session page, the mobile client may display the customer service consultation information in association with the session channel of the customer service consultation information.
For example, as shown in fig. 6, a user a may initiate a customer service task by nailing an APP on a user client, and customer service consultation information corresponding to the customer service task initiated by the user a is "how do i want to know how to query account balance? "; the service end can issue the customer service consultation information corresponding to the customer service task initiated by the user A to the mobile client corresponding to the customer service staff B, and after receiving the customer service consultation information, the mobile client corresponding to the customer service staff B can display the customer service consultation information and the corresponding session channel in a session page in a correlated manner to the customer service staff B, for example, "how do you want to know how to query account balance? -from staples ".
Specifically, the process of receiving, by the mobile client, service consultation information corresponding to a service task initiated by a user and issued by the server, and displaying the received service consultation information in a session page may include: the mobile client receives customer service consultation information which is issued by the server and corresponds to a customer service task initiated by a user, and outputs an access option corresponding to the customer service task in a customer service workbench page; responding to the triggering operation of the customer service personnel for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
For example, referring to fig. 7, fig. 7 is a diagram illustrating an access option according to an exemplary embodiment. As shown in fig. 7, when receiving the customer service consultation information corresponding to the customer service task initiated by the user a, the mobile client corresponding to the customer service staff B may first output an access option corresponding to the customer service task initiated by the user a in the customer service workbench page; responding to the triggering operation of the customer service staff B aiming at the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
In one embodiment, the mobile client may display the session duration between the customer service person and the user in the session page. The session duration may include a duration from when the customer service staff performs a trigger operation on the access option corresponding to the customer service task initiated by the user to when the customer service staff performs a trigger operation on the hang-up option corresponding to the customer service task initiated by the user.
When the method is implemented, the mobile client responds to the triggering operation of the customer service staff for the access option, and besides the mobile client can jump to a session page corresponding to a customer service task and display the customer service consultation information in the session page, a preset timer can be started for timing, and the timing result is used as the session duration of the customer service staff and the user and is displayed to the customer service staff in the session page. Specifically, the mobile client may display the session duration between the customer service person and the user in the session page in a correlated manner with the user avatar of the user.
For example, as shown in fig. 7, in response to the triggering operation of the customer service person B for the access option in the customer service workbench page, the mobile client may start a preset timer to time, and use a time counting result as a session duration of the customer service person B and the user a, and may display the session duration obtained by the time counting in association with the user avatar of the user a in the session page.
It should be noted that, in the above illustrated embodiment, the session duration and the user avatar of the user are displayed in association in the session page, which is only an exemplary description and is not limited in this specification; in practical application, a person skilled in the art can flexibly select a specific implementation manner for displaying the session duration between the customer service person and the user in the session page according to requirements, such as: and carrying out correlated display on the session duration and other user information such as the user nickname, the user ID and the like of the user.
In another embodiment shown, based on the mobile client, the customer service staff can simultaneously process one or more customer service tasks initiated by different users; when the method is implemented, in the process that the customer service staff processes the customer service task in the session page, the mobile client can receive customer service consultation information which is sent by the server and corresponds to the customer service task initiated by other users, and output a quick access option which corresponds to the customer service task initiated by other users in the session page.
The quick access option corresponding to the customer service task initiated by the other user may include a user avatar of the other user.
For example, referring to fig. 8, fig. 8 is a diagram illustrating a shortcut access option in accordance with an exemplary embodiment. As shown in fig. 8, in the process that the customer service staff B processes the customer service task in the session page corresponding to the customer service task initiated by the user a, if the mobile client corresponding to the customer service staff B receives the customer service consultation information sent by the server and corresponding to the customer service task initiated by the user C, the mobile client may output the quick access option corresponding to the customer service task initiated by the user C in the session page corresponding to the customer service task initiated by the user a; further, in response to the triggering operation of the B customer service staff for the shortcut access option, the session page corresponding to the customer service task initiated by the user a may jump to the session page corresponding to the customer service task initiated by the user C, and in the session page corresponding to the customer service task initiated by the user C, customer service consultation information "how is an error is prompted when i refund? ".
It should be noted that, in the above illustrated embodiment, the mobile client outputs the quick access option corresponding to the customer service task initiated by another user in the session page corresponding to the customer service task initiated by the current user, instead of outputting the access option corresponding to the customer service task initiated by another user in the customer service workbench page, so that the customer service staff can see the quick access option corresponding to another user to be accessed in time without leaving the current session page; in addition, it should be noted that when the quick access option is a user avatar of another user, the output style of the quick access option can be better fused with the session page, so as to avoid interference on the current ongoing session between the customer service staff and the user.
In addition, it should be noted that, in the above illustrated embodiment, the quick access option may include user avatars of other users, which is merely an exemplary description and does not limit the present specification; in practical application, a person skilled in the art can flexibly set an output style of the shortcut access option according to a requirement, for example, a popup interface corresponding to another shortcut access user can be output in a session page corresponding to a customer service task initiated by the user, and user information of the other shortcut access user can be displayed in the popup interface.
In one embodiment, the mobile client may show the session duration of the customer service personnel and other users in the session page; when the method is implemented, the mobile client responds to the triggering operation of the customer service staff for the quick access option, and besides the mobile client can jump to a session page corresponding to a customer service task initiated by other users and display the customer service consultation information in the session page, a preset timer can be started for timing, and the timing result is used as the session duration of the customer service staff and the other users and is displayed to the customer service staff in the session page. Specifically, the mobile client may display the session duration of the customer service staff and the session duration of the other user in the session page in a correlated manner with the user avatar of the other user.
For example, as shown in fig. 8, in response to the triggering operation of the shortcut access option corresponding to the customer service task initiated by the user C in the session page corresponding to the customer service task initiated by the user a, the mobile client may jump to the session page corresponding to the customer service task initiated by the user C, start a preset timer to time, and use a timing result as a session duration between the customer service person B and the user C; further, the session duration of the user C and the user avatar of the user C may be displayed in association in the session page corresponding to the customer service task initiated by the user C.
In another embodiment shown, the mobile client may also show the access waiting duration of other users in the session page. The access waiting time duration may include a time duration from the mobile client outputting a shortcut access option corresponding to the customer service task initiated by the other user to the customer service staff performing a trigger operation for the shortcut access option.
When the method is implemented, after the mobile client outputs the quick access option corresponding to the customer service task initiated by the other user in the session page corresponding to the customer service task initiated by the user, a preset timer can be started to time, the time counting result is used as the access waiting time of the other user, and the quick access option is displayed in the session page in a correlation mode.
For example, as shown in fig. 8, when the mobile client outputs the shortcut access option corresponding to the customer service task initiated by the user C in the session page corresponding to the customer service task initiated by the user a, a preset timer may be started to time, and the time counting result is used as the access waiting duration of the user C; further, the access waiting time of the user C and the quick access option can be displayed in a related manner in the session page corresponding to the customer service task initiated by the user a.
In this specification, the above-mentioned session page may include a search function option. When the search function option is realized, after the mobile client receives the customer service consultation information issued by the server and displays the customer service consultation information in the session page, the mobile client can call the search function of the customer service workbench in response to the triggering operation of the customer service staff aiming at the search function option in the session page.
Specifically, in response to the triggering operation of the customer service staff for the search function option, the mobile client may determine response reference information matched with the customer service consultation information, and present the response reference information in the session page; the response reference information may include experience base documents corresponding to different customer service tasks.
For example, referring to fig. 9, fig. 9 is a diagram illustrating a search function option according to an exemplary embodiment. As shown in fig. 9, the search function option may include a "search" button corresponding to a search function; the mobile client corresponding to the customer service staff can display the customer service consultation information corresponding to the customer service task initiated by the user A in the session page, and if the customer service staff needs to call the response reference information (namely experience library document) preset by the customer service workbench to assist in processing the customer service task, a 'search' button can be clicked in the session page; in response to the click operation of the customer service personnel on the search button, the mobile client can query the corresponding database for experience base documents matched with the customer service consultation information, and display the queried experience base documents in a session page in a list form.
It should be noted that, in the embodiment shown in fig. 9, the search function option is presented to the customer service staff in the form of a button at the bottom of the session page, which is only an exemplary embodiment and is not limited to the present specification. In practical application, a person skilled in the art can flexibly set the display style of the search function option in the session page according to requirements; for example, the search function option may be continuously displayed in a floating manner in the session page as a "search" button; for another example, the search function option may be included in a hidden function menu in the session page, and the customer service person may call the hidden function menu through a "+" button at the bottom of the session page.
In practical applications, the determining, by the mobile client, response to a triggering operation of a customer service person for the search function option, response reference information matched with the customer service consultation information, and displaying the response reference information in the session page may specifically include: and the mobile client responds to the triggering operation of the customer service staff for the search function option, outputs a popup interface corresponding to the search function in the session page, further determines response reference information matched with the customer service consultation information, and displays the response reference information in the popup interface.
For example, as shown in fig. 9, in response to a click operation of a customer service person on a "search" button in a session page, a mobile client corresponding to the customer service person may output a popup interface corresponding to a search function in a current session page; further, the mobile client may query the experience base document matched with the customer service consultation information in the corresponding database, and display the queried experience base document in the popup interface.
It should be noted that, in the above illustrated embodiment, the mobile client outputs a popup interface corresponding to the search function in the session page, and it can be understood that a customer service person can call the search function of the customer service workbench by triggering a search function option in the session page without leaving the current session page; and, through outputting the popup interface corresponding to the above-mentioned search function in the above-mentioned conversation page, in the course of invoking the search function of the customer service workbench, have not left the present conversation page either.
In an embodiment shown, the mobile client may determine response reference information matching the customer service consultation information according to a keyword extracted from the customer service consultation information; when the search is implemented, a plurality of candidate keywords can be extracted from the customer service consultation information, the extracted candidate keywords are displayed in a popup interface corresponding to the search function, further, target keywords selected by customer service personnel from the candidate keywords can be obtained, the target keywords serve as query indexes, response reference information matched with the target keywords is queried in a database, and the response reference information is used as response reference information matched with the customer service consultation information.
For example, as shown in fig. 9, the service consultation information corresponding to the service task initiated by the user a presented in the session page is "how do i want to know how to query the account balance? "the mobile client corresponding to the customer service staff can extract a plurality of candidate keywords from the customer service consultation information, which are respectively 'inquiry', 'account balance'; further, when the customer service staff selects a target keyword as "account balance" from the extracted candidate keywords, the mobile client may query an experience base document matching the target keyword "account balance" in the database, and use the queried experience base document matching the target keyword "account balance" as an experience base document matching the customer service consultation information.
It should be noted that, the mobile client may extract the candidate keywords from the customer service consultation information by performing semantic understanding on the customer service consultation information, and for a specific implementation, reference is made to related technologies, which are not described herein again. In the embodiment shown above, the mobile client automatically extracts the candidate keywords from the customer service consultation information, so that the customer service staff does not need to manually input the keywords for searching and answering the reference information after reading and understanding the customer service consultation information, and the efficiency of processing the customer service task by the customer service staff can be improved; in addition, in practical application, the customer service staff may select the target keyword from the extracted candidate keywords, and may also input the target keyword by himself, which is not limited in this specification.
In this specification, the customer service staff may further perform a response operation on the customer service consultation information in the session page according to the queried response reference information matched with the customer service consultation information, so as to process a customer service task initiated by the user. In this case, the mobile client may specifically respond to a response operation of the customer service staff on the service consultation information in the session page, and return the response reference information to the server, so that the server returns the response reference information to the user client corresponding to the user, and the user client further displays the response reference information to the user.
The response operation of the customer service staff for the customer service consultation information can comprise an operation that the customer service staff inputs customer service response information corresponding to the customer service consultation information in a session page; the customer service response information may include a session message input by a customer service person in a session page; the step of returning the response reference information to the service end can be understood as that the customer service response information may include part or all of the response reference information matched with the customer service consultation information, so that when the mobile client returns the customer service response information input by the customer service staff to the service end, the service end can acquire the response reference information carried in the customer service response information.
For example, the customer service staff may refer to the content information of the queried experience base document corresponding to the customer service consultation information, manually input the customer service response information related to the experience base document in a text input box at the bottom of the session page, or directly perform a copy operation on the content information of the experience base document, use the copied content information as the customer service response information, and then return the customer service response information to the server, so that the server returns the customer service response information including the response reference information to the user client, and the user client further displays the customer service response information including the response reference information to the user.
For another example, the customer service person may refer to the content information of the matched experience library document, or may input the customer service response information through voice, the mobile client may convert the voice input by the customer service person into text, and return the customer service response information obtained through conversion to the user client, and the user client further displays the customer service response information including the response reference information to the user. When the customer service personnel carry out response operation in a voice recognition mode, the character input can be reduced, and therefore the efficiency of processing the customer service task is improved.
In an embodiment shown, the session page may further include a quick response option corresponding to a customer service task initiated by the user. By triggering the quick response option, the customer service personnel can utilize the pre-configured word phrase to carry out quick response operation on the received customer service consultation information.
When the method is implemented, the mobile client can respond to the triggering operation of customer service personnel for the quick response option, output a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and display a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface; further, a target speech phrase selected by the customer service person from the speech phrases may be obtained, and in response to a response operation of the customer service person to the customer service consultation information in the session page, the target speech phrase is returned to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user. The pre-configured utterance phrases displayed in the utterance recommendation interface may include utterance phrases pre-configured by customer service personnel in an utterance configuration page, and may also include utterance phrases pre-configured by a customer service workbench.
For example, referring to fig. 10, fig. 10 is a diagram illustrating a quick response option in accordance with an exemplary embodiment. As shown in fig. 10, the quick response option may include a "talk" button corresponding to a quick response function; if the customer service personnel need to call a pre-configured jargon phrase to assist in processing the customer service task, the customer service personnel can click a 'jargon' button in a conversation page; responding to the click operation of customer service personnel on a 'speech technology' button, the mobile client can output a corresponding speech technology recommendation interface in a conversation page, and display a plurality of speech technology phrases configured in advance in the speech technology recommendation interface; further, the mobile client can obtain a target speech phrase selected by the customer service staff, respond to a response operation of the customer service staff for the customer service consultation information in the session page, and return the target speech phrase to the server, so that the server returns the target speech phrase to the user client, and the user client further displays the target speech phrase to the user.
In another embodiment shown, the session page further includes a service task forwarding option corresponding to a service task initiated by the user; the customer service staff can enable the service end to re-issue the customer service task initiated by the user to other customer service staff for processing by triggering the customer service task switching option.
When the method is realized, in response to the triggering operation of a customer service person for the customer service task switching option, the mobile client can output a customer service task switching interface corresponding to the customer service task switching option in the conversation page; further, a switching request may be sent to the server in response to a switching operation of the customer service staff in the customer service task switching interface, so that the server issues the customer consultation information to the mobile clients corresponding to other customer service staff, and the customer service task initiated by the user is further processed by the other customer service staff.
In practical application, the customer service staff performs the switching operation in the customer service task switching interface, and the information may include customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, where the customer service staff information may include information such as a nickname, an ID, and a skill group to which the customer service staff belongs; the mobile client can obtain the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sends a corresponding switching request to the server, so that the server determines other customer service staff for processing the customer service task according to the customer service staff information of the other customer service staff carried in the switching request, and sends the customer consultation information to the mobile client corresponding to the other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
For example, referring to FIG. 11, FIG. 11 is a diagram illustrating an exemplary embodiment of a service task forwarding option. As shown in fig. 11, the service task switching option may include a "switch" button corresponding to the service task switching function; if the customer service personnel B needs to transfer the accessed customer service task to other customer service personnel for processing, the user can click a 'transfer' button in a conversation page; responding to the click operation of the customer service staff B on the 'switching' button, the mobile client can output a corresponding customer service task switching interface in the conversation page; further, in response to the customer service staff B inputting the customer service staff information of the customer service staff D in the customer service task switching interface and aiming at the click operation of the "ok" button, the mobile client of the customer service staff B may obtain the customer service staff information of the customer service staff D input by the customer service staff B, and send a switching request carrying the customer service staff information of the customer service staff D to the server, so that the server issues the customer consultation information to the mobile client corresponding to the customer service staff D, and the customer service staff D further processes the customer service task initiated by the user.
According to the technical scheme, when the mobile client corresponding to the customer service staff receives customer service consultation information which is sent by the server and corresponds to a customer service task initiated by a user, response to the triggering operation of the customer service staff for a search function option in a session page can be determined, and the matched response reference information can be displayed in the session page; further, the customer service staff can perform response operation on the received customer service consultation information in the session page and return the matched response reference information to the server side so that the server side returns the response reference information to the user client side corresponding to the user, and therefore the customer service staff can quickly call the search function provided by the customer service workbench through the function options in the session page without quitting the session page, and the customer service task initiated by the user is processed based on the mobile client side.
Referring to fig. 12, fig. 12 is a flow chart illustrating another method for processing a customer service task according to an exemplary embodiment, where the method performs the following steps:
step 1202: receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
step 1204: responding to the triggering operation of the customer service staff for the service guide function option, determining service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page;
step 1206: and responding to the response operation of the customer service staff in the session page aiming at the customer service consultation information, and returning the service guide information to the service end.
In this specification, the customer service task processing method may be applied to a mobile client corresponding to a customer service staff.
In this specification, the mobile client may receive the service consultation information corresponding to the service task initiated by the user and issued by the server, and display the received service consultation information in the session page.
For example, referring to fig. 13, fig. 13 is a diagram illustrating a service bootstrapping feature option according to an exemplary embodiment. In the session page shown in fig. 13, the customer service consultation information corresponding to the customer service task initiated by the user C is "how do the prompting error is when i refund? ", the service end can issue the customer service consultation information to the mobile client corresponding to the customer service staff B, so that the customer service staff B can process the customer service task initiated by the user C; after receiving the customer service consultation information, the mobile client corresponding to the customer service staff B can display the customer service consultation information to the customer service staff B in a session page.
In this specification, the specific implementation manners of the step 1202 and the step 1206 are similar to the specific implementation manners of the step 202 and the step 206, please refer to the embodiments of the step 202 and the step 206 in this specification, and are not described herein again.
In this specification, the session page may include a service guide function option. When the service guide function option is realized, after the mobile client receives the customer service consultation information issued by the service end and displays the customer service consultation information in the session page, the mobile client can call the service guide function of the customer service workbench in response to the triggering operation of customer service personnel aiming at the service guide function option in the session page.
Specifically, in response to the triggering operation of the service staff for the service guidance function option, the mobile client may determine service guidance information matched with a service task associated with the service consultation information, and display the service guidance information in the session page; the service guide information may include experience base documents corresponding to different customer service tasks.
For example, as shown in fig. 13, the service guide function option may include a "service guide" button corresponding to the service guide function; the mobile client corresponding to the customer service staff can display the customer service consultation information corresponding to the customer service task initiated by the user in the session page, and if the customer service staff needs to call the service guide information (namely experience library document) preset by the customer service workbench to assist in processing the customer service task, the mobile client can click a 'service guide' button in the session page; in response to the click operation of the customer service staff on the service guide button, the mobile client can query service guide information matched with the customer service task associated with the customer service consultation information in the corresponding database, and display the queried service guide information in a session page, namely 'suggesting to enable a merchant to contact the platform and verify the reason of being incapable of refunding'.
It should be noted that, in the embodiment shown in fig. 13, the service guide function option is used as a "service guide" button, and is continuously suspended in the session page and presented to the customer service staff, which is merely an exemplary embodiment and is not limited to this description. In practical application, a person skilled in the art can flexibly set the display style of the search function option in the session page according to requirements; for example, the service guide function option may be presented in the form of a button at the bottom of the session page; for another example, the service guide function option may be included in a hidden function menu in the session page, and the customer service person may call the hidden function menu through a "+" button at the bottom of the session page.
In addition, in the present specification, the mobile client specifies response reference information matching the service inquiry information by the search function and service guidance information matching the service task associated with the service inquiry information by the service guidance function, and is distinguished in that: the former can directly determine corresponding response reference information through a search function according to semantic understanding of customer service consultation information; the latter needs to determine the customer service task initiated by the user through the service guide function, and then determine the service guide information corresponding to the customer service task initiated by the user.
In practical applications, the determining, by the mobile client, service guidance information matched with a service task associated with the service consultation information in response to a triggering operation of a service person for the service guidance function option, and displaying the service guidance information in the session page may specifically include: and the mobile client responds to the triggering operation of the customer service staff for the service guide function option, outputs a popup interface corresponding to the service guide function in the session page, further determines service guide information matched with a customer service task associated with the customer service consultation information, and displays the service guide information in the popup interface.
For example, as shown in fig. 13, in response to a click operation of a customer service person on a "service guidance" button in a session page, a mobile client corresponding to the customer service person may output a popup interface corresponding to a service guidance function in a current session page; further, the mobile client may query, in the corresponding database, an experience base document matched with the customer service task associated with the customer service consultation information, and display content information of the queried experience base document in the popup interface, that is, "suggest to let the merchant contact the platform to verify the reason why the refund cannot be made".
It should be noted that, in the above illustrated embodiment, the mobile client outputs a popup interface corresponding to the service guidance function in the session page, and it can be understood that, by triggering a service guidance function option in the session page, a service person can call a service guidance function of a service workbench without leaving the current session page; and, through outputting the popup interface corresponding to the service guide function in the above-mentioned conversation page, in the course of invoking the service guide function of the customer service workbench, do not leave the present conversation page either.
In one embodiment shown, the popup interface corresponding to the service guide function may include customer service task details corresponding to different types of customer service tasks; the customer service task details may include a plurality of customer service subtasks corresponding to the customer service tasks.
In implementation, before determining the service guidance information matched with the customer service task associated with the customer service consultation information, the mobile client may first determine the customer service task associated with the customer service consultation information in response to the positioning operation of the customer service staff for the details of the customer service task.
For example, as shown in fig. 13, the popup interface corresponding to the service guidance function may include customer service task types such as "hot scene", "account management", and "double eleven activities", and the customer service task details corresponding to the customer service task type "account management" may include "password", "transaction record", "mailbox management", and the like; the mobile client determines the customer service consultation information' how do the error to be prompted when i refund? Before the matched service guide information, the customer service staff can determine that the customer service task detail corresponding to the customer service consultation information is the transaction record, and the mobile client can determine that the customer service task associated with the customer service consultation information is the seller refund prompt system abnormity in response to the positioning operation of the customer service staff for the customer service task detail of the transaction record.
In practical applications, when determining the service task associated with the service inquiry information in response to the positioning operation of the service person for the details of the service task, the mobile client may specifically obtain a service task type corresponding to the service task initiated by the user and input by the service person in the popup interface, and display a service task flow corresponding to the service task type in the popup interface.
For example, the type of the customer service task corresponding to the customer service task initiated by the user, which is selected by the customer service staff in the popup interface corresponding to the service guide function, is "account management", and the details of the customer service task are selected as "transaction record"; the mobile client can acquire information input by a customer service staff in the popup interface, and a customer service task flow corresponding to the account management-transaction record is displayed in the popup interface, namely the first service step of the customer service task flow is '1 client appeal confirmation', and in response to the positioning operation of the customer service staff for '1 client appeal confirmation', the next service step corresponding to 'refund' can be further displayed in the popup interface until the customer service task related to the customer service consultation information is positioned and is a seller refund, and system abnormity is prompted.
In an embodiment shown, a popup interface corresponding to the service guide function may further include a push screen option. When the method is implemented, the mobile client, in response to a triggering operation of a customer service person for the screen pushing option, may send a screen pushing request corresponding to the screen pushing option to the server, so that the server sends an obtaining request for user information of the user to a user client of the user, and the user client obtains the user information input by the user and returns the user information to the server.
For example, referring to FIG. 14, FIG. 14 is a diagram illustrating a push screen option in accordance with an exemplary embodiment. As shown in fig. 13, when performing a positioning operation on a customer service task flow in a pop-up window interface corresponding to a service guiding function, if a corresponding transaction order needs to be queried according to user information, a service person may perform a triggering operation on the screen push option, and in response to a click operation of the customer service person on a "screen push" button, a mobile client may send an acquisition request for a transaction order number of the user to a user client; further, the user client can display the information acquisition interface to the user, acquire user information such as an account number and a password input by the user in the information acquisition interface, and return the user information to the server; further, the server side can return the desensitized user information to the mobile client side; in response to the click operation of the customer service staff on the button of 'inquiring order number' in the popup interface, the mobile client can inquire the transaction order information corresponding to the user information from the server so as to facilitate the follow-up continuous processing of the customer service task.
It should be noted that, in the above illustrated embodiment, in the process of processing the customer service task initiated by the user by the customer service staff, if user information with privacy property of the user needs to be acquired, the desensitized user information may be acquired by triggering the screen pushing option, instead of directly displaying the user information such as the account number and the password to the customer service staff through the session page by the user, so that the privacy information of the user is prevented from being revealed, and the satisfaction of the user in processing the customer service task is improved.
In this specification, the customer service staff may further perform a response operation on the customer service consultation information in the session page according to the service guidance information matched with the customer service task associated with the customer service consultation information, so as to process the customer service task initiated by the user. In this case, the mobile client may specifically respond to a response operation of the customer service staff to the customer service consultation information in the session page, and return the service guidance information to the server, so that the server returns the service guidance information to the user client corresponding to the user, and the user client further displays the service guidance information to the user.
The service guide information is returned to the service end, and it can be understood that the customer service response information may include part or all of the information in the service guide information, so that when the mobile client returns the customer service response information input by the customer service staff to the service end, the service end may obtain the service guide information carried therein.
For example, the customer service staff may refer to the service guide information matched with the customer service task associated with the customer service consultation information, manually input the customer service response information related to the service guide information in a text input box at the bottom of the session page, or directly perform a copy operation on the service guide information, use the copied content information as the customer service response information, and then return the customer service response information to the service end, so that the service end returns the customer service response information including the service guide information to the user client, and the user client further displays the customer service response information including the service guide information to the user.
According to the technical scheme, when the mobile client corresponding to the customer service staff receives customer service consultation information which is issued by the server and corresponds to a customer service task initiated by a user, service guide information matched with the customer service task related to the customer service consultation information can be determined by responding to the triggering operation of the customer service staff for the service guide function option in the session page, and the matched service guide information is displayed in the session page; further, the customer service staff can perform response operation on the received customer service consultation information in the session page and return the matched service guide information to the server side so that the server side returns the service guide information to the user client side corresponding to the user, and therefore the customer service staff can quickly call the service guide function provided by the customer service workbench through the function options in the session page without quitting the session page, and the customer service task initiated by the user is processed based on the mobile client side.
Corresponding to the embodiment of the customer service task processing method, the specification also provides an embodiment of a customer service task processing device.
Referring to fig. 15, fig. 15 is a hardware structure diagram of an electronic device in which a service task processing device is located according to an exemplary embodiment. At the hardware level, the device includes a processor 1502, an internal bus 1504, a network interface 1506, a memory 1508, and non-volatile storage 1510, although other hardware required for the service may also be included. One or more embodiments of the present description can be implemented in software, such as by the processor 1502 reading corresponding computer programs from the non-volatile storage 1510 into the memory 1508 and then executing. Of course, besides software implementation, the one or more embodiments in this specification do not exclude other implementations, such as logic devices or combinations of software and hardware, and so on, that is, the execution subject of the following processing flow is not limited to each logic unit, and may also be hardware or logic devices.
Referring to fig. 16, fig. 16 is a block diagram of an example embodiment of a customer service task processing device. The customer service task processing device can be applied to the electronic equipment shown in fig. 15 to realize the technical scheme of the specification. Wherein, the customer service task processing device may include:
a session display unit 1602, configured to receive customer service consultation information corresponding to a customer service task initiated by a user and sent by a server, and display the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
an inquiring unit 1604, configured to determine response reference information matching the customer service consultation information in response to a triggering operation of the customer service staff for the search function option, and display the response reference information in the session page;
a response unit 1606, configured to, in response to a response operation of the customer service staff on the session page for the customer service consultation information, return the response reference information to the server, so that the server returns the response reference information to a user client corresponding to the user, and the user client further displays the response reference information to the user.
In this embodiment, the server is interfaced with a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the session display unit 1602 is specifically configured to:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
In this embodiment, the session display unit 1602 is specifically configured to:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
In this embodiment, the apparatus further includes a timing unit, configured to:
and responding to the triggering operation of the customer service personnel for the access option, starting a preset timer to time, taking a timing result as the conversation time length of the customer service personnel and the user, and performing associated display with the user head portrait of the user in the conversation page.
In this embodiment, the session presenting unit 1602 is further configured to:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by the other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
In this embodiment, the shortcut access option corresponding to the customer service task initiated by the other user includes: the user avatars of the other users mentioned above.
In this embodiment, the timing unit is further configured to:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
In this embodiment, the timing unit is further configured to:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting time of the other user, and performing associated display with the quick access option in the session page.
In this embodiment, the query unit 1604 is specifically configured to:
responding to the triggering operation of the customer service personnel for the search function option, and outputting a popup interface corresponding to the search function in the conversation page;
and determining response reference information matched with the customer service consultation information, and displaying the response reference information in the popup interface.
In this embodiment, the query unit 1604 is specifically configured to:
extracting a plurality of candidate keywords from the customer service consultation information, and displaying the candidate keywords in the popup interface;
and acquiring a target keyword selected by the customer service staff from the candidate keywords, using the target keyword as a query index, querying response reference information matched with the target keyword in a database, and determining the response reference information matched with the customer service consultation information.
In this embodiment, the session page further includes a service task forwarding option corresponding to a service task initiated by the user; the above apparatus further comprises a switching unit for:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of the other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to the other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
In this embodiment, the session page further includes a quick response option corresponding to a customer service task initiated by the user; the apparatus further comprises a shortcut answering unit 1606 for:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to a response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
In this embodiment, the plurality of utterance phrases displayed in the utterance recommendation interface include utterance phrases pre-configured by the customer service personnel.
Referring to fig. 17, fig. 17 is a block diagram of another customer service task processing device according to an exemplary embodiment. The customer service task processing device can be applied to the electronic equipment shown in fig. 15 to realize the technical scheme of the specification. Wherein, the customer service task processing device may include:
a session display unit 1702, configured to receive customer service consultation information corresponding to a customer service task initiated by a user and sent by a server, and display the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
a query unit 1704, configured to determine, in response to a trigger operation of the customer service staff for the service guidance function option, service guidance information matched with a customer service task associated with the customer service consultation information, and display the service guidance information in the session page;
a response unit 1706, configured to respond to a response operation of the customer service staff on the session page for the customer service consultation information, and return the service guidance information to the server, so that the server returns the service guidance information to a user client corresponding to the user, and the user client further displays the service guidance information to the user.
In this embodiment, the query unit 1704 is specifically configured to:
responding to the triggering operation of the customer service personnel for the service guide function option, and outputting a popup interface corresponding to the service guide function in the conversation page;
and determining service guide information matched with the customer service task associated with the customer service consultation information, and displaying the service guide information in the popup interface.
In this embodiment, the popup interface includes details of the customer service tasks corresponding to different types of customer service tasks; the query unit 1704 is further specifically configured to:
and responding to the positioning operation of the customer service personnel for the customer service task details, and determining the customer service task associated with the customer service consultation information.
In this embodiment, the query unit 1704 is specifically configured to:
acquiring a customer service task type which is input by the customer service staff in the popup interface and corresponds to the customer service task initiated by the user, and displaying a customer service task flow corresponding to the customer service task type in the popup interface;
and responding to the positioning operation of the customer service staff aiming at the customer service task flow, and determining the customer service task associated with the customer service consultation information.
In this embodiment, the popup interface further includes a screen push option; the device further comprises a screen pushing unit used for:
responding to the triggering operation of customer service personnel for the screen pushing option, sending a screen pushing request corresponding to the screen pushing option to the server, so that the server sends an acquisition request for user information of the user to a user client of the user, and the user client acquires the user information input by the user and returns the user information to the server;
and acquiring the desensitized user information returned by the server, and displaying the desensitized user information in the popup interface.
In this embodiment, the server is interfaced with a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the session displaying unit 1702 is specifically configured to:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
In this embodiment, the session display unit 1702 is specifically configured to:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
In this embodiment, the apparatus further includes a timing unit, configured to:
and responding to the triggering operation of the customer service personnel for the access option, starting a preset timer to time, taking a timing result as the conversation time length of the customer service personnel and the user, and performing associated display with the user head portrait of the user in the conversation page.
In this embodiment, the session showing unit 1702 is further configured to:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by the other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
In this embodiment, the shortcut access option corresponding to the customer service task initiated by the other user includes: the user avatars of the other users mentioned above.
In this embodiment, the timing unit is further configured to:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
In this embodiment, the timing unit is further configured to:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting time of the other user, and performing associated display with the quick access option in the session page.
In this embodiment, the session page further includes a service task forwarding option corresponding to a service task initiated by the user; the above apparatus further comprises a switching unit for:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of the other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to the other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
In this embodiment, the session page further includes a quick response option corresponding to a customer service task initiated by the user; the apparatus further includes a shortcut response unit 1706, configured to:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to a response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
In this embodiment, the plurality of utterance phrases displayed in the utterance recommendation interface include utterance phrases pre-configured by the customer service personnel.
The implementation process of the functions and actions of each unit in the above device is specifically described in the implementation process of the corresponding step in the above method, and is not described herein again.
For the device embodiments, since they substantially correspond to the method embodiments, reference may be made to the partial description of the method embodiments for relevant points. The above-described embodiments of the apparatus are only illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules can be selected according to actual needs to achieve the purpose of the solution in the specification. One of ordinary skill in the art can understand and implement it without inventive effort.
The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. A typical implementation device is a computer, which may take the form of a personal computer, laptop computer, cellular telephone, camera phone, smart phone, personal digital assistant, media player, navigation device, email messaging device, game console, tablet computer, wearable device, or a combination of any of these devices.
In a typical configuration, a computer includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic disk storage, quantum memory, graphene-based storage media or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that 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 like elements in a process, method, article, or apparatus that comprises the element.
The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.
The terminology used in the description of the one or more embodiments is for the purpose of describing the particular embodiments only and is not intended to be limiting of the description of the one or more embodiments. As used in one or more embodiments of the present specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used herein refers to and encompasses any and all possible combinations of one or more of the associated listed items.
It should be understood that although the terms first, second, third, etc. may be used in one or more embodiments of the present description to describe various information, such information should not be limited to these terms. These terms are only used to distinguish one type of information from another. For example, first information may also be referred to as second information, and similarly, second information may also be referred to as first information, without departing from the scope of one or more embodiments herein. The word "if" as used herein may be interpreted as "at … …" or "when … …" or "in response to a determination", depending on the context.
The above description is only for the purpose of illustrating the preferred embodiments of the one or more embodiments of the present disclosure, and is not intended to limit the scope of the one or more embodiments of the present disclosure, and any modifications, equivalent substitutions, improvements, etc. made within the spirit and principle of the one or more embodiments of the present disclosure should be included in the scope of the one or more embodiments of the present disclosure.
Claims (32)
1. A method of customer service task processing, the method comprising:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
responding to the triggering operation of the customer service personnel for the search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page;
responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the response reference information to the server, so that the server returns the response reference information to a user client corresponding to the user, and the user client further displays the response reference information to the user.
2. The method of claim 1, the server interfacing a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the displaying of the customer service consultation information in the session page comprises the following steps:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
3. The method of claim 1, wherein the receiving service consultation information corresponding to a service task initiated by a user and issued by a server, and displaying the service consultation information in a session page comprises:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
4. The method of claim 3, further comprising:
and responding to the triggering operation of the customer service staff for the access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the user, and performing associated display with the user head portrait of the user in the session page.
5. The method of claim 3, further comprising:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
6. The method of claim 5, the quick access option corresponding to the customer service task initiated by the other user comprising: the user avatars of the other users.
7. The method of claim 5, further comprising:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
8. The method of claim 5, further comprising:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting duration of the other user, and performing associated display with the quick access option in the session page.
9. The method of claim 1, wherein the determining response reference information matching the customer service consultation information in response to the customer service personnel triggering the search function option and presenting the response reference information in the session page comprises:
responding to the triggering operation of the customer service personnel for the search function option, and outputting a popup interface corresponding to the search function in the conversation page;
and determining response reference information matched with the customer service consultation information, and displaying the response reference information in the popup interface.
10. The method of claim 9, said determining response reference information that matches said customer service advisory information comprising:
extracting a plurality of candidate keywords from the customer service consultation information, and displaying the candidate keywords in the popup interface;
and acquiring a target keyword selected by the customer service staff from the candidate keywords, inquiring response reference information matched with the target keyword in a database by taking the target keyword as an inquiry index, and determining the response reference information matched with the customer service consultation information.
11. The method of claim 1, wherein the session page further comprises a service task forwarding option corresponding to a service task initiated by a user;
the method further comprises the following steps:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
12. The method of claim 1, the session page further comprising a quick response option corresponding to a customer service task initiated by a user;
the method further comprises the following steps:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
13. The method of claim 12, wherein the plurality of verbal phrases presented in the verbal recommendation interface includes verbal phrases pre-configured by the customer service personnel.
14. A customer service task processing method based on a mobile terminal comprises the following steps:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
responding to the triggering operation of the customer service staff for the service guide function option, determining service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page;
and responding to response operation of the customer service staff in the session page for the customer service consultation information, returning the service guide information to the service end so that the service end returns the service guide information to a user client corresponding to the user, and further displaying the service guide information to the user by the user client.
15. The method of claim 14, wherein the determining service guide information matching a service task associated with the service advisory information and presenting the service guide information in the session page in response to the customer service personnel triggering the service guide function option comprises:
responding to the triggering operation of the customer service personnel for the service guide function option, and outputting a popup interface corresponding to the service guide function in the conversation page;
and determining service guide information matched with the customer service task associated with the customer service consultation information, and displaying the service guide information in the popup interface.
16. The method of claim 15, wherein the popup interface includes customer service task details corresponding to different types of customer service tasks;
before determining service guidance information matching the service task associated with the service advisory information, the method further comprises:
and responding to the positioning operation of the customer service personnel for the customer service task details, and determining the customer service task associated with the customer service consultation information.
17. The method of claim 16, said determining a customer service task associated with the customer service advisory information in response to the customer service personnel locating the customer service task details comprises:
acquiring a customer service task type which is input by the customer service staff in the popup interface and corresponds to the customer service task initiated by the user, and displaying a customer service task flow corresponding to the customer service task type in the popup interface;
and responding to the positioning operation of the customer service staff aiming at the customer service task flow, and determining the customer service task associated with the customer service consultation information.
18. The method of claim 16, further comprising a push screen option in the pop-up interface;
the method further comprises the following steps:
responding to the triggering operation of customer service personnel for the screen pushing option, sending a screen pushing request corresponding to the screen pushing option to the server, so that the server sends an acquisition request for user information of the user to a user client of the user, and the user client acquires the user information input by the user and returns the user information to the server;
and acquiring the desensitized user information returned by the server, and displaying the desensitized user information in the popup interface.
19. The method of claim 14, the server interfacing a plurality of session channels; the customer service consultation information issued by the server comprises customer service consultation information corresponding to customer service tasks initiated by users through different session channels;
the displaying of the customer service consultation information in the session page comprises the following steps:
and displaying the customer service consultation information and a session channel of the customer service consultation information in a related manner in the session page.
20. The method of claim 14, wherein the receiving service consultation information corresponding to a service task initiated by a user and delivered by a service end and displaying the service consultation information in a session page comprises:
receiving customer service consultation information which is issued by a server and corresponds to a customer service task initiated by a user, and outputting an access option corresponding to the customer service task in a customer service workbench page;
responding to the triggering operation of the customer service staff for the access option, jumping to a session page corresponding to the customer service task, and displaying the customer service consultation information in the session page.
21. The method of claim 20, further comprising:
and responding to the triggering operation of the customer service staff for the access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the user, and performing associated display with the user head portrait of the user in the session page.
22. The method of claim 20, further comprising:
the service staff receives service consultation information which is issued by the server and corresponds to the service tasks initiated by other users in the process of processing the service tasks in the session page, and outputs a quick access option which corresponds to the service tasks initiated by other users in the session page;
responding to the triggering operation of the customer service staff for the quick access option, jumping to a session page corresponding to the customer service task initiated by the other user, and displaying customer service consultation information corresponding to the customer service task initiated by the other user in the session page.
23. The method of claim 22, the quick access option corresponding to the customer service task initiated by the other user comprising: the user avatars of the other users.
24. The method of claim 22, further comprising:
and responding to the triggering operation of the customer service staff for the quick access option, starting a preset timer for timing, taking a timing result as the session duration of the customer service staff and the other users, and performing associated display with the user avatars of the other users in the session page.
25. The method of claim 22, further comprising:
and after the quick access option corresponding to the customer service task initiated by the other user is output in the session page, starting a preset timer for timing, taking a timing result as the access waiting duration of the other user, and performing associated display with the quick access option in the session page.
26. The method of claim 14, the session page further comprising a service task forwarding option corresponding to a user-initiated service task;
the method further comprises the following steps:
responding to the triggering operation of the customer service personnel for the customer service task switching option, and outputting a customer service task switching interface corresponding to the customer service task switching option in the conversation page;
and acquiring the customer service staff information of other customer service staff input by the customer service staff in the customer service task switching interface, and sending a switching request carrying the customer service staff information of other customer service staff to the server, so that the server issues the customer consultation information to the mobile client corresponding to other customer service staff, and the other customer service staff further processes the customer service task initiated by the user.
27. The method of claim 14, the session page further comprising a quick response option corresponding to a user initiated customer service task;
the method further comprises the following steps:
responding to the triggering operation of the customer service staff for the quick response option, outputting a speaking and operation recommendation interface corresponding to the quick response option in the conversation page, and displaying a plurality of pre-configured speaking and operation phrases in the speaking and operation recommendation interface;
acquiring a target speech phrase selected by the customer service staff from the plurality of speech phrases;
and responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the target speech phrase to the server, so that the server returns the target speech phrase to a user client corresponding to the user, and the user client further displays the target speech phrase to the user.
28. The method of claim 27, wherein the plurality of verbal phrases presented in the verbal recommendation interface includes verbal phrases pre-configured by the customer service personnel.
29. A customer service task processing device is applied to a mobile client corresponding to a customer service staff, and the device comprises:
the system comprises a session display unit, a service processing unit and a service processing unit, wherein the session display unit is used for receiving customer service consultation information which is issued by a service end and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the conversation page comprises a search function option, and the search function option is triggered by customer service personnel;
the query unit is used for responding to the triggering operation of the customer service staff for the search function option, determining response reference information matched with the customer service consultation information, and displaying the response reference information in the session page;
and the response unit is used for responding to response operation of the customer service staff for the customer service consultation information in the session page, returning the response reference information to the server so that the server returns the response reference information to the user client corresponding to the user, and the user client further displays the response reference information to the user.
30. A customer service task processing device is applied to a mobile client corresponding to a customer service staff, and the device comprises:
the system comprises a session display unit, a service processing unit and a service processing unit, wherein the session display unit is used for receiving customer service consultation information which is issued by a service end and corresponds to a customer service task initiated by a user, and displaying the customer service consultation information in a session page; the session page comprises a service guide function option, and the service guide function option is triggered by customer service personnel;
the query unit is used for responding to the triggering operation of the customer service staff for the service guide function option, determining service guide information matched with a customer service task associated with the customer service consultation information, and displaying the service guide information in the session page;
and the response unit is used for responding to response operation of the customer service staff in the session page for the customer service consultation information, returning the service guide information to the server so that the server returns the service guide information to a user client corresponding to the user, and the user client further displays the service guide information to the user.
31. An electronic device comprises a communication interface, a processor, a memory and a bus, wherein the communication interface, the processor and the memory are connected with each other through the bus;
the memory has stored therein machine-readable instructions, which the processor executes by calling to perform the method of any of claims 1-13 or 14-28.
32. A machine-readable storage medium storing machine-readable instructions which, when invoked and executed by a processor, implement the method of any of claims 1-13 or 14-28.
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