CN115604216A - Service mail processing method and device based on SaaS mode - Google Patents
Service mail processing method and device based on SaaS mode Download PDFInfo
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Abstract
The invention provides a service mail processing method and a device based on a software as a service (SaaS) mode, belonging to the technical field of computers, wherein the method comprises the following steps: acquiring the historical transfer success rate of the service mails of the transfer mailbox; acquiring the service mails from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; and calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value. According to the invention, by setting the transfer mailbox of the enterprise service mailbox, under the condition that the historical transfer success rate meets the requirement, the service mails are obtained through the transfer mailbox, so that the compatibility problem of receiving most mails is solved; and under the condition that the historical transfer success rate does not meet the requirement, the service mail is obtained from the enterprise service mailbox through the mail receiving script, so that the service mail can be normally received under the condition that the transfer function is unavailable at a small probability, and the mailbox receiving compatibility is improved.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a method and an apparatus for processing a service mail based on a SaaS mode, an electronic device, a storage medium, and a computer program product.
Background
SaaS is short for Software-as-a-Service (Software-as-a-Service), and an innovative Software application mode is started to rise in the 21 st century with the development of Internet technology and the maturity of application Software. The method is a mode for providing software through Internet, a manufacturer uniformly deploys application software on a server of the manufacturer, a customer can order required application software services from the manufacturer through the Internet according to actual requirements of the customer, the cost is paid to the manufacturer according to the amount and time of the ordered services, and the service provided by the manufacturer is obtained through the Internet.
Customer Relationship Management (CRM) also starts to provide services in SaaS environment, saaS manufacturers provide a set of complete cloud CRM systems for many tenants, and each tenant can access the system through a network to directly use each CRM service function.
Email is one of the important channels for businesses to provide technical support services to customers. An enterprise will typically provide an official service mailbox address at an official website, third party website, forum, or the like. The customer can realize the interaction with the enterprise through the mode of E-mail when needing technical support. A traditional locally deployed CRM system can regularly receive service mails in an enterprise service mailbox based on protocols such as IMAP (Internet access protocol), and the service mails are converted into work orders in the CRM system and are handed to customer service personnel for processing. However, for CRM systems in SaaS mode, implementation of the mode is difficult. Because of the large number of e-mail service providers, near thousands of e-mail service providers worldwide, the enterprise has a very large choice, which makes it difficult for a CRM system to interface with many e-mail service providers.
Disclosure of Invention
The invention provides a service mail processing method based on an SAAS mode, which is used for solving the problem that a CRM system in the prior art is difficult to realize the butt joint with a plurality of e-mail service providers.
In a first aspect, the present invention provides a service mail processing method based on a SaaS mode, including: acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox; acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox; calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
According to the service mail processing method based on the SaaS mode, provided by the invention, after the service mail is obtained, the method further comprises the following steps: and calling a preset mail processing function, and processing the service mail to generate a target work order.
According to the service mail processing method based on the SaaS mode, the preset mail processing function is called, and the service mail is processed to generate the target work order, and the method comprises the following steps:
performing natural language analysis on the title and the text of the service mail, and extracting key information; the key information is a preset key word;
determining the mail type of the service mail according to the key information;
and generating a matched target work order according to the mail type.
According to the service mail processing method based on the SaaS mode, before the historical transfer success rate of the service mail of the transfer mailbox of the enterprise service mailbox is obtained, the method further comprises the following steps:
and establishing communication connection between the customer relationship management system and the transfer mailbox based on an interactive mail access protocol.
According to the service mail processing method based on the SaaS mode, provided by the invention, under the condition that the historical transfer success rate is greater than the preset threshold, the method further comprises the following steps:
under the condition that the transfer mailbox is determined to fail to receive the service mail sent by the enterprise service mailbox, calling a mail receiving script to obtain the service mail from the enterprise service mailbox; and
and under the condition that the enterprise service mailbox does not have a transfer mailbox, calling a mail receiving script to obtain the service mail from the enterprise service mailbox.
According to the service mail processing method based on the SaaS mode, after the matched target work order is generated according to the mail type, the method further comprises the following steps:
and under the condition that the mail type is the complaint mail, improving the processing time limit requirement of the target work order of the complaint mail according to the receiving time information of the complaint mail.
According to the service mail processing method based on the SaaS mode, the method is applied to a customer relationship management system in the SaaS mode;
the client relationship management system is provided with a script operation and management module;
the script operation and management module is used for managing and operating scripts developed by enterprise tenants of the SaaS system in advance;
the pre-developed script includes at least: and the mail receiving script.
In a second aspect, the present invention further provides a service mail processing apparatus based on the SaaS mode, including:
the system comprises a first module, a second module and a third module, wherein the first module is used for acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox;
the second module is used for acquiring the service mails from the transfer mail box under the condition that the historical transfer success rate is larger than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox;
a third module, configured to invoke a mail receiving script to obtain the service mail from the enterprise service mailbox when the history transfer success rate is less than or equal to a preset threshold; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
In a third aspect, the present invention provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the SaaS-mode-based service mail processing method as described in any one of the above when executing the program.
In a fourth aspect, the present invention further provides a non-transitory computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, implements the steps of the SaaS mode-based service mail processing method as described in any of the above.
According to the SaaS mode-based service mail processing method and device, the transfer mailbox of the enterprise service mailbox is set, and under the condition that the historical transfer success rate meets the requirement, the service mail is acquired through the transfer mailbox, so that the compatibility problem of receiving most mails is solved; and under the condition that the historical transfer success rate does not meet the requirement, the service mail is obtained from the enterprise service mailbox through the mail receiving script, so that the service mail can be still normally received under the condition that the transfer function is unavailable with small probability, and the mailbox receiving compatibility is improved.
Drawings
In order to more clearly illustrate the present invention or the technical solutions in the prior art, the drawings used in the embodiments or the description of the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
Fig. 1 is one of the flow diagrams of a service mail processing method based on the SaaS mode provided by the present invention;
fig. 2 is a second schematic flow chart of the SaaS mode-based service mail processing method according to the present invention;
fig. 3 is a schematic structural diagram of a service mail processing apparatus based on SaaS mode according to the present invention;
fig. 4 is a schematic structural diagram of an electronic device provided in the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that in the description of the embodiments of the present invention, 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 a … …" does not exclude the presence of another identical element in a process, method, article, or apparatus that comprises the element. The terms "upper", "lower", and the like, indicate orientations or positional relationships based on the orientations or positional relationships shown in the drawings, and are only for convenience in describing the present invention and simplifying the description, but do not indicate or imply that the referred devices or elements must have a specific orientation, be constructed and operated in a specific orientation, and thus, should not be construed as limiting the present invention. Unless expressly stated or limited otherwise, the terms "mounted," "connected," and "coupled" are to be construed broadly and encompass, for example, both fixed and removable coupling as well as integral coupling; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meanings of the above terms in the present invention can be understood by those skilled in the art according to specific situations.
The terms "first," "second," and the like in this application are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It will be appreciated that the data so used may be interchanged under appropriate circumstances such that embodiments of the application may be practiced in sequences other than those illustrated or described herein, and that the terms "first," "second," and the like are generally used herein in a generic sense and do not limit the number of terms, e.g., the first term can be one or more than one. Further, "and/or" indicates at least one of the connected objects, the character "/", generally indicating that the former and latter related objects are in an "or" relationship.
A traditional locally deployed CRM system can regularly receive service mails in an enterprise service mailbox based on protocols such as an Internet Message Access Protocol (IMAP), and convert the service mails into work orders in the CRM system to be handled by customer service personnel. However, for the CRM system in the SaaS mode, the mode is difficult to implement. Because of the large number of email service providers, nearly thousands of worldwide, there is a great deal of room for business to choose from. This also causes the following difficulties for the CRM system to interface to the enterprise service mailbox:
(1) The authentication system of the mail service provider is complex, and the authentication scheme, the interface and the implementation process of each family are different. It is a huge task to complete the login authentication of the main stream service provider. And as vendors upgrade, continuous maintenance is also required.
(2) IMAP is a standard application layer protocol. Most mail factories support the protocol, but it is unknown whether the protocol is implemented in a standard or complete manner. This results in a very different or even completely impossible analysis of the received mail.
It should be noted that IMAP is a mail acquisition protocol developed in 1986. Its main function is that the mail client can obtain the information of mail from mail server by means of said protocol, and can download mail. The current authority definition is RFC3501. The IMAP protocol runs on top of the TCP/IP protocol, using a port 143. The main difference between the POP3 protocol and the server is that a user can directly operate the mails on the server through a client without downloading all mails.
The prior art has interfaced with mail systems based more on customer needs. The development period of the method is long and the cost is high. Especially on SaaS systems, since all tenants share the same set of code implementation, this results in that these developments can only be implemented by hard-coded form tenant customization, which in turn can affect product quality.
The invention mainly solves the problem that the CRM system is connected with a plurality of e-mail service providers according to the needs of enterprise customers in the SaaS mode.
Specifically, the CRM system of the present invention provides a script call entry, and can call a pre-configured Application Program Interface (API) to implement processing of a service mail.
A method and an apparatus for processing a service mail based on a SaaS mode according to an embodiment of the present invention are described below with reference to fig. 1 to 4.
Fig. 1 is a schematic flow diagram of a SaaS mode-based service mail processing method provided by the present invention, as shown in fig. 1, including but not limited to the following steps:
step 101: and acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox.
That is, different mail systems, especially across countries and regions, may have a problem of transfer failure such as lost mail when transferring mail.
The historical transfer success rate is the success rate of forwarding the service mails in the enterprise service to the transfer mailbox and successfully receiving the service mails by the transfer mailbox. For example, the enterprise mailbox forwards 10 service mails sent by the product user to the transit mailbox. If the transfer mailbox successfully receives 8 service mails and the other 2 service mails fail to receive, the historical transfer success rate is the ratio of the number of the service mails which are successfully transferred to the total number of the mails.
Optionally, in order to improve the success rate of mail forwarding, the present invention may employ a forwarding mailbox in the same area and/or the same type as the enterprise service mailbox.
Step 102: and acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value.
Wherein the service mails in the transit mailbox are forwarded by the enterprise service mailbox; mail relay is a standard function of most email service providers. The invention can apply for a transfer mailbox for enterprise tenants, and transfer the service mails in the enterprise service mailbox to the transfer mailbox by using the mail transfer function.
Wherein the preset threshold may be set to 80%. And under the condition that the historical transfer success rate is greater than a preset threshold value, the CRM system can acquire the service mail from the transfer mailbox.
Optionally, a communication connection between a customer relationship management system (CRM) and the transit mailbox is established based on an interactive mail access protocol.
The transfer mailbox can be provided by a CRM system manufacturer, and the configuration work of mailbox addresses, account passwords and the like can be completed on the transfer mailbox. Meanwhile, the service mailbox transfer function of the enterprise is started, and the transfer to the above-mentioned transfer mailbox is set.
Further, the invention can realize the integration of a CRM system and a transit mailbox based on an IMAP protocol and solve the problems of login authentication and protocol compatibility mentioned above.
Step 103: and calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value.
The mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
The CRM system can call the mail receiving script through the script call inlet and realize the acquisition of the service mailbox through calling the mail receiving script.
Optionally, the customer relationship management system (CRM system) is provided with a script running and management module; the script operation and management module is used for managing and operating scripts developed by enterprise tenants of the SaaS system in advance; the pre-developed script includes at least: and the mail receiving script.
Each enterprise tenant can develop a matched and compatible mail receiving script based on the enterprise service mailbox of the enterprise tenant; and the calling operation and management of the mail receiving script are realized through a script operation and management module of the CRM system.
By setting the script operation and management module, the invention enables the enterprise tenant in the SaaS mode to independently customize the mail receiving script (not limited to the mail receiving script) compatible with the enterprise service mailbox, thereby improving the compatibility of the CRM system and the independence of the enterprise. Optionally, the enterprise service mailbox and the transit mailbox provided by the CRM system relate to cross-region, or the success rate of transit in history is less than or equal to a preset threshold. The invention provides the open capability, and developers of enterprises can develop the mail receiving script compatible with the service mailbox according to actual needs, and realize the receiving of the service mails through the mail receiving script.
According to the invention, by setting the transfer mailbox of the enterprise service mailbox, under the condition that the historical transfer success rate meets the requirement, the service mails are obtained through the transfer mailbox, so that the compatibility problem of receiving most mails is solved; and under the condition that the historical transfer success rate does not meet the requirement, the service mail is obtained from the enterprise service mailbox through the mail receiving script, so that the service mail can be still normally received under the condition that the transfer function is unavailable with small probability, and the mailbox receiving compatibility is improved.
Based on the content of the foregoing embodiment, as an optional embodiment, the method for processing a service email based on a SaaS mode provided by the present invention further includes, after acquiring the service email:
and calling a preset mail processing function, and processing the service mail to generate a target work order.
It should be noted that the service mail obtained in this embodiment may be obtained by the CRM system through the transit mailbox, or obtained by the CRM system from the enterprise service mailbox by invoking the mail receiving script.
Optionally, invoking a preset mail processing function, and processing the service mail to generate a target work order, includes: performing natural language analysis on the title and the text of the service mail, and extracting key information; the key information is a preset key word; determining the mail type of the service mail according to the key information; and generating a matched target work order according to the mail type.
The preset mail processing function is an application program interface function.
Optionally, the mail processing function is developed by a developer to be opened into a standard open API, so that the CRM system can be conveniently called.
Further, calling a preset mail processing function, processing the service mail to generate a target work order, including: performing natural language analysis on the title and the text of the service mail, and extracting key information; the key information is a preset key word; determining the mail type of the service mail according to the key information; and generating a matched target work order according to the mail type.
It should be noted that the mail processing function may perform natural language analysis on the title, the text, and even the attachment of the service mail by using the natural language processing capability of the cloud computing manufacturer on the SaaS system, so as to extract the preset keyword.
The part of speech of the preset keyword can be a verb or a noun, and can embody the overall characteristics of the content of the service mail.
The type of the service mail can be judged by analyzing the key information of the service mail. For example, extracting that the title in the service mail has a preset keyword: the service mail can be marked as a complaint mail in the mail type of the CRM system when the complaint exists and preset keywords such as damage, to-be-solved and the like exist in the text.
Further, matching target work orders may be generated based on different mail types. For example, an urgent handling order may be generated for a complaint mail; for the raise mails, a raise work order can be generated; for service mail involving a handler, a designated work order for a designated handler may be generated.
Further, after generating the matched target work order according to the mail type, the method further comprises the following steps: and under the condition that the mail type is a complaint mail, improving the processing time limit requirement of the target work order of the complaint mail according to the receiving time information of the complaint mail.
The invention can generate corresponding target work orders of different types aiming at different mail types. For most of the target work orders, their processing time limits may be set. Aiming at the complaint mails, a shorter processing time limit relative to the target work order time of other types of service mails can be set according to the receiving time of the complaint mails.
Based on the content of the foregoing embodiment, as an optional embodiment, the present invention further provides a service email processing method based on the SaaS mode, including:
under the condition that the transfer mailbox is determined to fail to receive the service mail sent by the enterprise service mailbox, calling a mail receiving script to obtain the service mail from the enterprise service mailbox; and under the condition that the enterprise service mailbox is determined not to have a transfer mailbox, calling a mail receiving script to obtain the service mail from the enterprise service mailbox.
In order to further explain the technical solution provided by the present invention, a service mail processing method based on SaaS mode provided by the present invention is explained below based on a functional module mode.
Fig. 2 is a second schematic flow chart of the SaaS mode-based service mail processing method provided by the present invention, and as shown in fig. 2, the solution provided by the present invention mainly involves the following parts:
(1) Transfer mailbox configuration
For the administrator of the enterprise, the graphical transit mailbox configuration function can significantly reduce the use threshold.
The enterprise administrator should first apply for a dedicated forwarding mailbox to the CRM system manufacturer. And then, the configuration work of the mailbox address, the account password and the like is completed on a configuration module of the transfer mailbox. Meanwhile, the mailbox transfer function of the enterprise service mailbox of the user is started, and the user can set the transfer mailbox to be transferred to the transfer mailbox mentioned above.
(2) Mail receiving module
The mail receiving module is mainly responsible for receiving mails from the transfer mailbox and delivering the mails to the mail processing module for processing.
Because the transfer mailbox is provided by the CRM manufacturer, the CRM manufacturer can easily preset a matched mail receiving module, and the module can regularly receive the mails from the transfer mailbox and send the mails to the mail processing module for processing.
(3) Mail processing module and corresponding API
The service mail generally needs to be converted into a corresponding work order according to the mail content and distributed to a specific engineer.
The mail processing module introduces the natural language processing capability of cloud computing manufacturers, can analyze the mail title and the mail text, and extracts preset keywords. Then converted into different types of work orders and distributed. In order to provide the open capability, the mail processing module also needs to open a standard open API for the enterprise developer to call.
(4) Script management and execution module
If the mailbox of the user and the transfer mailbox provided by the CRM manufacturer relate to cross-region, or the failure rate of the transfer function is higher. It is desirable to provide open capability so that developers of the enterprise can develop mail receiving scripts that are compatible with the service mailbox, as needed. After the script finishes mail receiving, an API for mail processing is called to finish subsequent operations. The module is responsible for the management and operation of the script and can provide an entrance for uploading the script and corresponding mechanisms of operation, monitoring, log management and the like.
In summary, the service email processing method based on the SaaS mode provided by the present invention has the following beneficial effects: based on the mailbox transfer function generally provided by mailbox manufacturers, the problem of receiving and compatibility of most service mails is solved; based on the NLP capability of a cloud computing manufacturer, automation of mail analysis and work order conversion is realized; and the script calling capability and the API for mail processing are provided, so that under the condition that the transfer function is unavailable with small probability, an enterprise (SaaS tenant) can independently open a mail receiving script according to the requirement.
Fig. 3 is a schematic structural diagram of a service mail processing apparatus based on SaaS mode provided in the present invention; as shown in fig. 3, the apparatus includes: a first module 301, a second module 302, a third module 303.
The first module 301 is configured to obtain a historical forwarding success rate of a service mail of a forwarding mailbox of an enterprise service mailbox;
a second module 302, configured to obtain the service email from the transit mailbox when the historical transit success rate is greater than a preset threshold; the service mails in the transit mailbox are forwarded by the enterprise service mailbox;
a third module 303, configured to, when the history relay success rate is less than or equal to a preset threshold, invoke a mail receiving script to obtain the service mail from the enterprise service mailbox; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
According to the invention, by setting the transfer mailbox of the enterprise service mailbox, under the condition that the historical transfer success rate meets the requirement, the service mails are obtained through the transfer mailbox, so that the compatibility problem of receiving most mails is solved; and under the condition that the historical transfer success rate does not meet the requirement, the service mail is obtained from the enterprise service mailbox through the mail receiving script, so that the service mail can be still normally received under the condition that the transfer function is unavailable with small probability, and the mailbox receiving compatibility is improved.
It should be noted that, in a specific operation, the service mail processing apparatus based on the SaaS mode provided in the embodiment of the present invention may execute the service mail processing method based on the SaaS mode in any embodiment, and details of this embodiment are not described herein.
Fig. 4 is a schematic structural diagram of an electronic device provided in the present invention, and as shown in fig. 4, the electronic device may include: a processor (processor) 410, a communication Interface 420, a memory (memory) 430 and a communication bus 440, wherein the processor 410, the communication Interface 420 and the memory 430 are communicated with each other via the communication bus 440. The processor 410 may call logic instructions in the memory 430 to execute a SaaS mode-based service mail processing method, which includes: acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox; acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox; calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
In addition, the logic instructions in the memory 430 may be implemented in the form of software functional units and stored in a computer readable storage medium when the software functional units are sold or used as independent products. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
In another aspect, the present invention also provides a computer program product including a computer program stored on a non-transitory computer-readable storage medium, the computer program including program instructions, when the program instructions are executed by a computer, the computer being capable of executing the SaaS mode-based service mail processing method provided by the above embodiments, the method including: acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox; acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox; calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
In still another aspect, the present invention further provides a non-transitory computer-readable storage medium, on which a computer program is stored, the computer program being implemented by a processor to execute the SaaS mode-based service mail processing method provided in the foregoing embodiments, the method including: acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox; acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox; calling a mail receiving script to acquire the service mail from the enterprise service mailbox under the condition that the conversion success rate in the history is less than or equal to a preset threshold value; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
The above-described embodiments of the apparatus are merely 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 may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A service mail processing method based on SaaS mode is characterized by comprising the following steps:
acquiring the historical transfer success rate of the service mails of the transfer mailbox of the enterprise service mailbox;
acquiring the service mail from the transfer mailbox under the condition that the historical transfer success rate is greater than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox;
under the condition that the history transfer success rate is less than or equal to a preset threshold value, calling a mail receiving script to obtain the service mail from the enterprise service mailbox; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
2. The SaaS mode-based service mail processing method according to claim 1, further comprising, after acquiring the service mail:
and calling a preset mail processing function, and processing the service mail to generate a target work order.
3. The SaaS-mode-based service mail processing method according to claim 2, wherein calling a preset mail processing function to process the service mail to generate a target work order comprises:
performing natural language analysis on the title and the text of the service mail, and extracting key information; the key information is a preset key word;
determining the mail type of the service mail according to the key information;
and generating a matched target work order according to the mail type.
4. The SaaS mode-based service mail processing method according to claim 1, wherein before obtaining the historical relay success rate of the service mail of the relay mailbox of the enterprise service mailbox, the method further comprises:
and establishing communication connection between the customer relationship management system and the transfer mailbox based on an interactive mail access protocol.
5. The SaaS mode-based service mail processing method according to claim 1, wherein in the case that the historical transfer success rate is greater than a preset threshold, the method further comprises:
under the condition that the transfer mailbox is determined to fail to receive the service mail sent by the enterprise service mailbox, calling a mail receiving script to obtain the service mail from the enterprise service mailbox; and
and under the condition that the enterprise service mailbox does not have the transfer mailbox, calling a mail receiving script to acquire the service mail from the enterprise service mailbox.
6. The SaaS-mode-based service mail processing method according to claim 3, further comprising, after generating a matched target work order according to the mail type:
and under the condition that the mail type is a complaint mail, improving the processing time limit requirement of the target work order of the complaint mail according to the receiving time information of the complaint mail.
7. The SaaS-mode-based service mail processing method according to claim 1, wherein the service mail processing method is applied to a customer relationship management system in a SaaS mode;
the client relationship management system is provided with a script operation and management module;
the script operation and management module is used for managing and operating scripts developed by enterprise tenants of the SaaS system in advance;
the pre-developed script includes at least: and the mail receiving script.
8. A service mail processing device based on SaaS mode is characterized by comprising:
the system comprises a first module, a second module and a third module, wherein the first module is used for acquiring the historical transfer success rate of a service mail of a transfer mailbox of an enterprise service mailbox;
the second module is used for acquiring the service mails from the transfer mail box under the condition that the historical transfer success rate is larger than a preset threshold value; the service mails in the transit mailbox are forwarded by the enterprise service mailbox;
a third module, configured to invoke a mail receiving script to obtain the service mail from the enterprise service mailbox when the history transfer success rate is less than or equal to a preset threshold; the mail receiving script is a pre-developed script compatible with the enterprise service mailbox.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the steps of the SaaS mode-based service mail processing method according to any one of claims 1 to 7 when executing the computer program.
10. A non-transitory computer readable storage medium, on which a computer program is stored, wherein the computer program, when being executed by a processor, implements the steps of the SaaS mode-based service mail processing method according to any one of claims 1 to 7.
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| CN103124231A (en) * | 2013-02-18 | 2013-05-29 | 深圳市九洲电器有限公司 | Method for forwarding mail and transit server |
| CN109257270A (en) * | 2018-10-24 | 2019-01-22 | 广州市创乐信息技术有限公司 | A kind of processing method, system, server and the storage medium of work order mail |
| WO2020253366A1 (en) * | 2019-06-17 | 2020-12-24 | 深圳壹账通智能科技有限公司 | Webpage mailbox data crawling method and apparatus, terminal, and storage medium |
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| KR20030028682A (en) * | 2001-09-25 | 2003-04-10 | 최병진 | Customer relationship management system using e-mail header information and method thereof |
| CN103124231A (en) * | 2013-02-18 | 2013-05-29 | 深圳市九洲电器有限公司 | Method for forwarding mail and transit server |
| CN109257270A (en) * | 2018-10-24 | 2019-01-22 | 广州市创乐信息技术有限公司 | A kind of processing method, system, server and the storage medium of work order mail |
| WO2020253366A1 (en) * | 2019-06-17 | 2020-12-24 | 深圳壹账通智能科技有限公司 | Webpage mailbox data crawling method and apparatus, terminal, and storage medium |
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