CN116939105A - Traffic service method, device, computer equipment and storage medium - Google Patents

Traffic service method, device, computer equipment and storage medium Download PDF

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Publication number
CN116939105A
CN116939105A CN202310878589.4A CN202310878589A CN116939105A CN 116939105 A CN116939105 A CN 116939105A CN 202310878589 A CN202310878589 A CN 202310878589A CN 116939105 A CN116939105 A CN 116939105A
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China
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service
target user
target
current
information
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张利平
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China Telecom Technology Innovation Center
China Telecom Corp Ltd
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China Telecom Technology Innovation Center
China Telecom Corp Ltd
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Priority to CN202310878589.4A priority Critical patent/CN116939105A/en
Publication of CN116939105A publication Critical patent/CN116939105A/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The application relates to a telephone traffic service method, a telephone traffic service device, computer equipment and a storage medium. Belonging to the technical field of artificial intelligence, the method comprises the following steps: in response to an incoming call request sent by a target user through a user terminal, the demand service type of the target user is predicted according to the current interaction information and/or the historical service information of the target user, a target service channel is determined from candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and a target service seat is selected from the target service channels.

Description

Traffic service method, device, computer equipment and storage medium
Technical Field
The present application relates to the field of artificial intelligence technologies, and in particular, to a traffic service method, apparatus, computer device, and storage medium.
Background
Customer service is the most direct channel for each industry to contact users, and along with the continuous development of the mobile internet age, the channel of telephone traffic service gradually develops into a plurality of service channels such as a voice call service channel, an application program (client APP (Application Program, application program)) service channel, a video call service channel and the like from a single voice call service channel, and the service channels are more diversified.
Although the current service channels are more various, most users still select the same service channel (such as a voice call service channel) because of the habit of the users, and staff of the service channel has poor response speed of telephone traffic service because of backlog of workload, and can influence user experience because of long queuing time. Although other service channels are specially provided with service personnel, the workload is less, and resource waste is also caused.
Disclosure of Invention
In view of the foregoing, it is desirable to provide a traffic service method, apparatus, computer device, and storage medium that can improve the response speed of traffic services.
In a first aspect, the present application provides a traffic service method. The method comprises the following steps:
Responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In one embodiment, determining a target service channel from the candidate service channels according to the current service status of the candidate service channel and the demand service type of the target user comprises:
according to the current service state of the candidate service channels, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels;
and determining a target service channel from the primary service channels according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channels.
In one embodiment, selecting a primary selected service channel from the candidate service channels that does not reach a service saturation state according to a current service state of the candidate service channel includes:
And selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
In one embodiment, predicting the demand service type of the target user according to the current interaction information and the history service information of the target user includes:
judging whether the current interaction information of the target user is invalid interaction information or not;
if not, predicting the demand service type of the target user according to the history service information;
if the service type is effective, the demand service type of the target user is predicted according to the current interaction information or according to the current interaction information and the historical service information.
In one embodiment, the current interaction information includes current voice interaction information and current touch interaction information, and predicting the type of the required service of the target user according to the current interaction information and the historical service information includes:
predicting a first service type of the target user according to the current voice interaction information of the target user;
predicting a second service type of the target user according to the current touch interaction information of the target user;
Predicting a third service type of the target user according to the historical service information of the target user;
and determining the required service type of the target user according to the first service type, the second service type and the third service type.
In one embodiment, the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users.
In one embodiment, providing a traffic service to a target user through a target service agent includes:
outputting service channel confirmation information according to the target service channel;
if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, telephone traffic service is provided for the target user through the target service seat.
In a second aspect, the application also provides a traffic service device. The device comprises:
the prediction module is used for responding to an incoming call request sent by the target user through the user terminal and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
the determining module is used for determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
And the service module is used for providing telephone traffic service for the target user through the target service agent.
In a third aspect, the present application also provides a computer device. The computer device comprises a memory storing a computer program and a processor which when executing the computer program performs the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In a fourth aspect, the present application also provides a computer-readable storage medium. A computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
Determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In a fifth aspect, the present application also provides a computer program product. Computer program product comprising a computer program which, when executed by a processor, realizes the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
The telephone traffic service method, the telephone traffic service device, the computer equipment and the storage medium receive an incoming call request sent by a target user through a user terminal, predict the demand service type of the target user according to the current interaction information and/or the history service information of the target user, determine a target service channel from candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and select a target service seat from the target service channel; according to the application, the demand type of the target user is predicted according to the current interaction information and/or the historical service information of the target user, the target service channel is determined from the candidate service channels according to the current service state combined with the candidate service channel, and the target service agent is selected from the candidate service channels, so that the response speed of the telephone traffic service is greatly improved, and the telephone traffic service efficiency is effectively improved.
Drawings
Fig. 1 is an application environment diagram of a traffic service method provided in this embodiment;
fig. 2 is a flow chart of a first traffic service method according to the present embodiment;
FIG. 3 is a schematic flow chart of determining a target service channel from the primary service channels according to the embodiment;
fig. 4 is a schematic flow chart of a first method for determining a type of a demand service of a target user according to the present embodiment;
fig. 5 is a flow chart of a second method for determining a type of a demand service of a target user according to the present embodiment;
fig. 6 is a schematic flow chart of providing a traffic service for a target user according to the present embodiment;
fig. 7 is a flow chart of a second traffic service method according to the present embodiment;
fig. 8 is a block diagram of a first traffic service apparatus according to the present embodiment;
fig. 9 is an internal structural diagram of the computer device provided in the present embodiment.
Detailed Description
The present application will be described in further detail with reference to the drawings and examples, in order to make the objects, technical solutions and advantages of the present application more apparent. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the application.
The telephone traffic service method provided by the embodiment of the application can be applied to the application environment shown in the figure 1. The target user sends an incoming call request to the server 104 through the user terminal 102, the server 104 predicts a demand service type of the target user according to current interaction information and/or history service information of the target user, the server 104 determines a target service channel from the candidate service channels according to a current service state of the candidate service channel and the demand service type of the target user, selects a target service agent from the target service channel, and provides telephone traffic service for the target user through the user terminal 102 by the target service agent.
The user terminal may be, but not limited to, an intelligent terminal such as a user mobile phone, a computer, and the like. The server may be, but is not limited to, a background service device such as a server.
In one embodiment, a traffic service method is provided, and the method is applied to the client in fig. 1, as shown in fig. 2, and includes the following steps:
s201, responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the history service information of the target user.
The target user is a user with a service requirement and sends an incoming call request to the service end through the user end. The user side refers to equipment utilized when a user requests a service, such as a mobile phone, a computer or intelligent wearable equipment. The incoming call request refers to a request instruction sent to the service end through the user end when the service requirement exists. The current interaction information refers to interaction information between the user side and the server side after the incoming call request is sent. The history service information refers to the history service condition of the service end to the target user, the history service information includes, but is not limited to, a history service work order of the target user, history voice information and the like, the history service work order is a work order to be handled, in transit or already handled in a preset time period of the target user, and when the history service work order is acquired, the history service work order of nearly 30 days can be acquired. The demand service type refers to a type of service that is predicted to be possibly demanded by the user for the incoming call, such as broadband consultation, package consultation, traffic consultation, guarantee, complaint, and the like.
An alternative implementation manner of this embodiment is as follows: and responding to an incoming call request sent by the target user through the user terminal, and predicting the demand service type of the target user according to the current interaction information of the target user. Specifically, in response to an incoming call request sent by a target user through a user terminal, a demand service type of the target user is predicted according to an operation log in current interaction information of the target user. The operation log refers to an operation instruction input by the target user through the user side, for example, a key clicked by the target user through a voice prompt (for example, package query request 1, broadband transaction request 2, etc.) based on feedback of the server side by the user side.
Another alternative implementation of this embodiment is: responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the historical service information of the target user. Specifically, in response to an incoming call request sent by a target user through a user terminal, historical service information of the target user is input into a trained neural network model, and a demand service type of the target user is predicted by the neural network model.
Yet another alternative implementation of this embodiment is: responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and the historical service information of the target user. Optionally, in this embodiment, in response to an incoming call request sent by the target user through the user end, current interaction information and historical service information of the target user may be input into a trained neural network model, and the neural network model predicts a type of required service of the target user.
S202, determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service agent from the target service channel.
Wherein the candidate service channel is a service channel which can be selected by a target user; among them, the service channels include, but are not limited to, a voice call service channel, an application (client APP) service channel, a video call service channel, and the like. The current service state refers to the workload of each candidate service channel; the workload may be the number of people in the queue, the saturation state of the service, or the like. The target service channel is a satisfactory service channel selected from the candidate service channels. The target service agent refers to a service agent which is finally determined by the service end and serves for the target user.
An alternative implementation manner of this embodiment is as follows: firstly, according to the demand service type of a target user, a primary selection service channel capable of providing the demand service type is selected from candidate service channels, and then according to the current service state of each primary selection service channel, a primary selection service channel with the work load capacity not exceeding a load capacity threshold is selected from each primary selection service channel to serve as the target service channel.
Another alternative implementation of this embodiment is: according to the current service state of the candidate service channels, the primary selection service channels with the working load capacity not exceeding the load capacity threshold value are selected from the candidate service channels, and then according to the demand service types of target users, the primary selection service channels capable of providing the demand service types are selected from the primary selection service channels to serve as target service channels.
The optional implementation manner of selecting the target service agent from the target service channel in this embodiment is: and selecting the candidate service agents with the least queuing number from the candidate service agents according to the queuing conditions of the candidate service agents in the target service channel, and taking the candidate service agents as target service agents.
S203, the telephone traffic service is provided for the target user through the target service agent.
Optionally, in this embodiment, after determining the target service agent, the target service agent is fed back to the client, and after the target user agrees with the client, the target user provides the traffic service for the target user through the target service agent.
In this embodiment, when receiving an incoming call request sent by a target user through a user terminal, the demand service type of the target user is predicted according to current interaction information and/or history service information of the target user, a target service channel is determined from candidate service channels according to a current service state of the candidate service channel and the demand service type of the target user, and a target service seat is selected from the target service channel; according to the application, the demand type of the target user is predicted according to the current interaction information and/or the historical service information of the target user, the target service channel is determined from the candidate service channels according to the current service state combined with the candidate service channel, and the target service agent is selected from the candidate service channels, so that the service response speed is greatly improved, and the telephone traffic service efficiency is effectively improved.
In one embodiment, in order to determine the target service channel more accurately, as shown in fig. 3, S202 is an alternative implementation, including:
s301, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to the current service state of the candidate service channels.
The service saturation state refers to a state that the current overall access quantity of the service channel reaches an access quantity threshold value and reaches service saturation.
An alternative implementation manner of this embodiment is as follows: and screening out the candidate service channels which reach the saturation state in the candidate service channels according to the current service state of the candidate service channels, and taking the remaining candidate service channels which do not reach the service saturation state as primary selection service channels.
Another alternative implementation of this embodiment is: and selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
Optionally, in this embodiment, according to the receiving time of the incoming call request and the current service state of the candidate service channels, a primary selected service channel that does not reach the service saturation state is selected from the candidate service channels. For example, if the receiving time of the current incoming call request is the working time of the artificial seat, the service channels requiring the artificial seat are screened out, and then the primary selected service channel which does not reach the service saturation state is selected from the candidate service channels according to the current service state of the candidate service channels.
Optionally, in this embodiment, according to the network performance parameter of the user side and the current service state of the candidate service channels, a primary selected service channel that does not reach the service saturation state is selected from the candidate service channels. For example, if the current network performance parameter of the user side is poor (for example, the signal strength is lower than the set threshold), candidate service channels (for example, video call service channels) with high requirements on the network performance parameter are screened out, and then a primary selected service channel which does not reach the service saturation state is selected from the candidate service channels according to the current service state of the candidate service channels.
Optionally, in this embodiment, according to the historical service information of the target user and the current service state of the candidate service channels, a primary selected service channel that does not reach the service saturation state is selected from the candidate service channels. Illustratively, the preference information of the target user is obtained according to the history service information of the target user, the preference service channel is determined from the candidate service channels according to the preference information of the target user, and the primary selected service channel which does not reach the service saturation state is selected from the preference service channels according to the current service state of the preference service channels (the number of the preference service channels is more than 1).
S302, determining a target service channel from the primary service channels according to queuing conditions of candidate service agents corresponding to the required service types in the primary service channels.
The candidate service agents refer to optional agents capable of providing the required service types.
Optionally, in this embodiment, a primary selected service channel with the least queuing may be selected from candidate service agents corresponding to the required service types in the primary selected service channels, and the selected service channel is used as the target service channel.
In this embodiment, according to the current service state of the candidate service channels, a primary service channel which does not reach the service saturation state is selected from the candidate service channels, and according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channel, a target service channel is rapidly and accurately determined from the primary service channels.
In one embodiment, in order to determine an accurate predicted demand service type of the target user, as shown in fig. 4, in S201, the predicted demand service type of the target user according to the current interaction information and the historical service information of the target user includes:
s401, start.
S402, judging whether the current interaction information of the target user is invalid interaction information. If not, S403 is performed. If so, S404 is performed.
Optionally, in this embodiment, whether the required service type can be determined according to the current interaction information of the target user is determined, and if the required service type can be determined, the current interaction information is determined to be valid; if the type of the required service cannot be determined, determining that the current service information is invalid.
S403, predicting the demand service type of the target user according to the history service information.
An alternative implementation manner of this embodiment is as follows: the historical service information can be input into a trained neural network model, and the neural network model predicts the demand service type of the target user.
Another alternative implementation of this embodiment is: according to the historical service information, acquiring historical service worksheets, acquiring service types of each historical service worksheet, classifying the historical service worksheets according to the service types, and taking the service type with the largest number of the historical worksheets as the required service type of a target user.
S404, predicting the demand service type of the target user according to the current interaction information or according to the current interaction information and the historical service information.
An alternative implementation manner of this embodiment is as follows: the type of the demand service of the target user can be predicted according to the current interaction information.
It should be noted that, according to the current interaction information, a specific scheme for predicting the type of the service required by the target user is described in the above embodiment, and is not described herein again.
Another alternative implementation of this embodiment is: and predicting the demand service type of the target user according to the current interaction information and the historical service information.
It should be noted that, according to the current interaction information and the historical service information, a specific scheme for predicting the demand service type of the target user is described in the above embodiment, and is not described herein again.
In the embodiment, whether the current interaction information of the target user is invalid interaction information is judged, and if the current interaction information is invalid, the demand service type of the target user is predicted according to the historical service information; if the service type is effective, the service type of the demand of the target user can be conveniently and rapidly predicted according to the current interaction information or according to the current interaction information and the historical service information.
In one embodiment, the current interaction information includes current voice interaction information and current touch interaction information, and in order to determine the required service type of the target user more accurately, as shown in fig. 5, an alternative implementation manner of predicting the required service type of the target user according to the current interaction information and the historical service information in this embodiment includes:
S501, predicting a first service type of the target user according to the current voice interaction information of the target user.
The current voice interaction information refers to the collected IVR (Interactive Voice Response ) interaction data after the target user sends an incoming call request through the user side. The first service type is the service type of the target user, which is predicted based on the current voice interaction information of the target user.
Optionally, a language recognition technology is adopted to recognize the current voice interaction information of the target user, and a voice interaction result obtained through recognition is input into the neural network model to obtain the first service type of the target user. Among them, language recognition techniques include, but are not limited to, ASR (Automated Speech Recognition, automatic language recognition), NLP (Natural Language Processing, natural speech processing), etc.
S502, predicting a second service type of the target user according to the current touch interaction information of the target user.
The current touch interaction information refers to an operation log generated by the interaction of a target user through touch (for example, clicking a button of a user terminal) according to a voice prompt returned by a server after the target user sends an incoming call request to the server through the user terminal. The second service type refers to the service type of the target user, which is predicted based on the current touch interaction information of the target user.
Optionally, in this embodiment, the current touch interaction information of the target user may be input to the neural network model, and the neural network model predicts the second service type of the target user.
S503, predicting the third service type of the target user according to the historical service information of the target user.
The third service type refers to predicting the third service type of the target user based on the historical service information.
Optionally, in this embodiment, according to the history service information of the target user, a history service work order of the target user in a preset history period (for example, about 30 days) is acquired, the content of the history service work order of the target user in the preset history period is input to the neural network model, and the third service type of the target user is predicted by the neural network model.
S504, determining the demand service type of the target user according to the first service type, the second service type and the third service type.
Optionally, the first service type in this embodiment includes a first service type, a second service type, and a third service type each including a plurality of candidate service types, where each candidate service type has a corresponding service probability.
An alternative implementation manner of this embodiment is as follows: and selecting the candidate service type with the highest service probability from all the candidate service types of the first service type, the second service type and the third service type as the required service type of the target user.
Another alternative implementation of this embodiment is: and sequencing all the candidate service types of the first service type, the second service type and the third service type according to the service probability, summing the service probabilities of the candidate service types with the same type if the candidate service probabilities with the same type exist, sequencing the service probabilities, and taking the candidate service type with the highest sequence position as the required service type of the target user.
In this embodiment, the first service type of the target user is predicted according to the current voice interaction information of the target user, the second service type of the target user is predicted according to the current touch interaction information of the target user, the third service type of the target user is predicted according to the historical service information, and the required service type of the target user can be determined more accurately according to the first service type, the second service type and the third service type.
In one embodiment, after determining the target service agent, in order to consider the personal intent of the target user, as shown in fig. 6, providing an alternative implementation of the traffic service for the target user through the target service agent includes:
s601, outputting service channel confirmation information according to the target service channel.
The service channel confirmation information is information which needs to be sent to a user side of the target user so that the target user can confirm the target service channel.
Optionally, in this embodiment, according to the target service channel, the voice information of the service channel confirmation information is output to the user side of the target user, so that the target user can confirm through the voice of the user side or confirm through the key.
S602, if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, a telephone traffic service is provided for the target user through the target service agent.
In this embodiment, the service channel confirmation information is output according to the target service channel, if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, the target user is provided with the telephone traffic service through the target service agent, the personal wish of the target user is considered, only after the target user is confirmed, the target user is provided with the telephone traffic service through the target service agent, and the service experience of the target user is improved.
In one embodiment, as shown in fig. 7, an alternative implementation of a traffic service method includes:
s701, receiving an incoming call request sent by a target user through a user side.
S702, judging whether the current interaction information of the target user is invalid interaction information. If not, executing S703; if so, S704 is performed. The current interaction information comprises current voice interaction information and current touch interaction information.
S703, predicting the demand service type of the target user according to the history service information. Wherein the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users. And S708 is performed.
S704, predicting a first service type of the target user according to the current voice interaction information of the target user;
s705, predicting the second service type of the target user according to the current touch interaction information of the target user.
S706, predicting the third service type of the target user according to the historical service information.
S707, determining the demand service type of the target user according to the first service type, the second service type and the third service type. And S708 is performed.
S708, selecting a primary selected service channel which does not reach a service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the history service information of the target user and the current service state of the candidate service channel.
S709, determining a target service channel from the primary selected service channel according to the queuing situation of the candidate service agents corresponding to the required service types in the primary selected service channel, and selecting the target service agents from the target service channel.
S7010, a target user is provided with a traffic service by a target service agent.
In the embodiment, an incoming call request sent by a target user through a user terminal is received, a demand service type of the target user is predicted according to current interaction information and/or history service information of the target user, a target service channel is determined from candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and a target service seat is selected from the target service channel; according to the application, the demand type of the target user is predicted according to the current interaction information and/or the historical service information of the target user, the target service channel is determined from the candidate service channels according to the current service state combined with the candidate service channel, and the target service agent is selected from the candidate service channels, so that the service response speed is greatly improved, and the telephone traffic service efficiency is effectively improved.
It should be understood that, although the steps in the flowcharts related to the above embodiments are sequentially shown as indicated by arrows, these steps are not necessarily sequentially performed in the order indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least some of the steps in the flowcharts described in the above embodiments may include a plurality of steps or a plurality of stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of the steps or stages is not necessarily performed sequentially, but may be performed alternately or alternately with at least some of the other steps or stages.
Based on the same inventive concept, the embodiment of the application also provides a traffic service device for realizing the traffic service method. The implementation of the solution provided by the device is similar to the implementation described in the above method, so the specific limitation in one or more embodiments of the traffic service device provided below may refer to the limitation of the traffic service method hereinabove, and will not be repeated here.
In one embodiment, as shown in fig. 8, there is provided a traffic service apparatus 1, including: prediction module 10, determination module 20, and service module 30, wherein:
and the prediction module 10 is configured to predict a required service type of the target user according to current interaction information and/or historical service information of the target user in response to an incoming call request sent by the target user through the user side. Wherein the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users.
The determining module 20 is configured to determine a target service channel from the candidate service channels according to the current service status of the candidate service channels and the required service type of the target user, and select a target service agent from the target service channel.
The service module 30 is configured to provide a traffic service for a target user through a target service agent.
In one embodiment, the determining module 20 in fig. 8 above, further includes:
and the selection unit is used for selecting the primary selected service channel which does not reach the service saturation state from the candidate service channels according to the current service state of the candidate service channels.
The first determining unit is used for determining a target service channel from the primary selection service channels according to queuing conditions of candidate service agents corresponding to the required service types in the primary selection service channels.
In one embodiment, the selecting unit is further specifically configured to: and selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
In one embodiment, the prediction module 10 in fig. 8 above further includes:
and the judging unit is used for judging whether the current interaction information of the target user is invalid interaction information.
And the first prediction unit is used for predicting the demand service type of the target user according to the historical service information if the target user is invalid.
And the second prediction unit is used for predicting the demand service type of the target user according to the current interaction information or according to the current interaction information and the historical service information if the demand service type is effective.
On the basis of the above embodiment, the current interaction information includes current voice interaction information and current touch interaction information, and on the basis, the second prediction unit is further specifically configured to: predicting a first service type of the target user according to the current voice interaction information of the target user; predicting a second service type of the target user according to the current touch interaction information of the target user; predicting a third service type of the target user according to the historical service information of the target user; and determining the required service type of the target user according to the first service type, the second service type and the third service type.
In one embodiment, the service module 30 in fig. 8 above, further comprises:
and the output unit is used for outputting the service channel confirmation information according to the target service channel.
And the service unit is used for providing telephone traffic service for the target user through the target service seat if receiving a confirmation instruction fed back by the user side based on the service channel confirmation information.
The various modules in the traffic service apparatus described above may be implemented in whole or in part by software, hardware, and combinations thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.
In one embodiment, a computer device is provided, which may be a server, and the internal structure of which may be as shown in fig. 9. The computer device includes a processor, a memory, an Input/Output interface (I/O) and a communication interface. The processor, the memory and the input/output interface are connected through a system bus, and the communication interface is connected to the system bus through the input/output interface. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer device is used to store traffic service information. The input/output interface of the computer device is used to exchange information between the processor and the external device. The communication interface of the computer device is used for communicating with an external terminal through a network connection. The computer program when executed by a processor implements a traffic service method.
It will be appreciated by persons skilled in the art that the architecture shown in fig. 9 is merely a block diagram of some of the architecture relevant to the present inventive arrangements and is not limiting as to the computer device to which the present inventive arrangements are applicable, and that a particular computer device may include more or fewer components than shown, or may combine some of the components, or have a different arrangement of components.
In one embodiment, a computer device is provided comprising a memory and a processor, the memory having stored therein a computer program, the processor when executing the computer program performing the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In one embodiment, the processor when executing the computer program further performs the steps of: determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, comprising:
According to the current service state of the candidate service channels, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels;
and determining a target service channel from the primary service channels according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channels.
In one embodiment, the processor when executing the computer program further performs the steps of: according to the current service state of the candidate service channels, selecting the initially selected service channel which does not reach the service saturation state from the candidate service channels, wherein the method comprises the following steps:
and selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
In one embodiment, the processor when executing the computer program further performs the steps of: predicting the demand service type of the target user according to the current interaction information and the historical service information of the target user, wherein the method comprises the following steps:
judging whether the current interaction information of the target user is invalid interaction information or not;
if not, predicting the demand service type of the target user according to the history service information;
If the service type is effective, the demand service type of the target user is predicted according to the current interaction information or according to the current interaction information and the historical service information.
In one embodiment, the processor when executing the computer program further performs the steps of: the current interaction information comprises current voice interaction information and current touch interaction information, and the method for predicting the demand service type of the target user according to the current interaction information and the historical service information comprises the following steps:
predicting a first service type of the target user according to the current voice interaction information of the target user;
predicting a second service type of the target user according to the current touch interaction information of the target user;
predicting a third service type of the target user according to the historical service information of the target user;
and determining the required service type of the target user according to the first service type, the second service type and the third service type.
In one embodiment, the processor when executing the computer program further performs the steps of: the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users.
In one embodiment, the processor when executing the computer program further performs the steps of: providing a traffic service to a target user through a target service agent, comprising:
Outputting service channel confirmation information according to the target service channel;
if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, telephone traffic service is provided for the target user through the target service seat.
In one embodiment, a computer readable storage medium is provided having a computer program stored thereon, which when executed by a processor, performs the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In one embodiment, the computer program when executed by the processor further performs the steps of: determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, comprising:
according to the current service state of the candidate service channels, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels;
And determining a target service channel from the primary service channels according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channels.
In one embodiment, the computer program when executed by the processor further performs the steps of: according to the current service state of the candidate service channels, selecting the initially selected service channel which does not reach the service saturation state from the candidate service channels, wherein the method comprises the following steps:
and selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
In one embodiment, the computer program when executed by the processor further performs the steps of: predicting the demand service type of the target user according to the current interaction information and the historical service information of the target user, wherein the method comprises the following steps:
judging whether the current interaction information of the target user is invalid interaction information or not;
if not, predicting the demand service type of the target user according to the history service information;
if the service type is effective, the demand service type of the target user is predicted according to the current interaction information or according to the current interaction information and the historical service information.
In one embodiment, the computer program when executed by the processor further performs the steps of: the current interaction information comprises current voice interaction information and current touch interaction information, and the method for predicting the demand service type of the target user according to the current interaction information and the historical service information comprises the following steps:
predicting a first service type of the target user according to the current voice interaction information of the target user;
predicting a second service type of the target user according to the current touch interaction information of the target user;
predicting a third service type of the target user according to the historical service information of the target user;
and determining the required service type of the target user according to the first service type, the second service type and the third service type.
In one embodiment, the computer program when executed by the processor further performs the steps of: the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users.
In one embodiment, the computer program when executed by the processor further performs the steps of: providing a traffic service to a target user through a target service agent, comprising:
Outputting service channel confirmation information according to the target service channel;
if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, telephone traffic service is provided for the target user through the target service seat.
In one embodiment, a computer program product is provided comprising a computer program which, when executed by a processor, performs the steps of:
responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
and providing telephone traffic service for the target user through the target service agent.
In one embodiment, the computer program when executed by the processor further performs the steps of: determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, comprising:
according to the current service state of the candidate service channels, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels;
And determining a target service channel from the primary service channels according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channels.
In one embodiment, the computer program when executed by the processor further performs the steps of: according to the current service state of the candidate service channels, selecting the initially selected service channel which does not reach the service saturation state from the candidate service channels, wherein the method comprises the following steps:
and selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
In one embodiment, the computer program when executed by the processor further performs the steps of: predicting the demand service type of the target user according to the current interaction information and the historical service information of the target user, wherein the method comprises the following steps:
judging whether the current interaction information of the target user is invalid interaction information or not;
if not, predicting the demand service type of the target user according to the history service information;
if the service type is effective, the demand service type of the target user is predicted according to the current interaction information or according to the current interaction information and the historical service information.
In one embodiment, the computer program when executed by the processor further performs the steps of: the current interaction information comprises current voice interaction information and current touch interaction information, and the method for predicting the demand service type of the target user according to the current interaction information and the historical service information comprises the following steps:
predicting a first service type of the target user according to the current voice interaction information of the target user;
predicting a second service type of the target user according to the current touch interaction information of the target user;
predicting a third service type of the target user according to the historical service information of the target user;
and determining the required service type of the target user according to the first service type, the second service type and the third service type.
In one embodiment, the computer program when executed by the processor further performs the steps of: the history service information includes: the historical service work orders of the target users are work orders to be handled, in transit or already in check in a preset time period of the target users.
In one embodiment, the computer program when executed by the processor further performs the steps of: providing a traffic service to a target user through a target service agent, comprising:
Outputting service channel confirmation information according to the target service channel;
if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, telephone traffic service is provided for the target user through the target service seat.
Those skilled in the art will appreciate that implementing all or part of the above-described methods in accordance with the embodiments may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed may comprise the steps of the embodiments of the methods described above. Any reference to memory, database, or other medium used in embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical Memory, high density embedded nonvolatile Memory, resistive random access Memory (ReRAM), magnetic random access Memory (Magnetoresistive Random Access Memory, MRAM), ferroelectric Memory (Ferroelectric Random Access Memory, FRAM), phase change Memory (Phase Change Memory, PCM), graphene Memory, and the like. Volatile memory can include random access memory (Random Access Memory, RAM) or external cache memory, and the like. By way of illustration, and not limitation, RAM can be in the form of a variety of forms, such as static random access memory (Static Random Access Memory, SRAM) or dynamic random access memory (Dynamic Random Access Memory, DRAM), and the like. The databases referred to in the embodiments provided herein may include at least one of a relational database and a non-relational database. The non-relational database may include, but is not limited to, a blockchain-based distributed database, and the like. The processor referred to in the embodiments provided in the present application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic unit, a data processing logic unit based on quantum computing, or the like, but is not limited thereto.
The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.
The foregoing examples illustrate only a few embodiments of the application, which are described in detail and are not to be construed as limiting the scope of the application. It should be noted that it will be apparent to those skilled in the art that several variations and modifications can be made without departing from the spirit of the application, which are all within the scope of the application. Accordingly, the scope of the application should be assessed as that of the appended claims.

Claims (11)

1. A method of traffic service, the method comprising
Responding to an incoming call request sent by a target user through a user terminal, and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
determining a target service channel from candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
And providing telephone traffic service for the target user through the target service agent.
2. The method of claim 1, wherein the determining a target service channel from the candidate service channels based on the current service status of the candidate service channel and the type of the desired service of the target user comprises:
according to the current service state of the candidate service channels, selecting a primary selected service channel which does not reach the service saturation state from the candidate service channels;
and determining a target service channel from the primary service channels according to the queuing situation of the candidate service agents corresponding to the required service types in the primary service channels.
3. The method of claim 1, wherein selecting a preliminary service channel from the candidate service channels that does not reach a service saturation state based on a current service state of the candidate service channel comprises:
and selecting a primary selected service channel which does not reach a service saturation state from the candidate service channels according to at least one of the receiving time of the incoming call request, the network performance parameter of the user side and the historical service information of the target user and the current service state of the candidate service channel.
4. The method of claim 1, wherein predicting the type of the desired service of the target user based on the current interaction information and the history service information of the target user comprises:
judging whether the current interaction information of the target user is invalid interaction information or not;
if not, predicting the demand service type of the target user according to the history service information;
if the service type is effective, the demand service type of the target user is predicted according to the current interaction information or according to the current interaction information and the historical service information.
5. The method of claim 4, wherein the current interaction information includes current voice interaction information and current touch interaction information, and predicting the type of the desired service of the target user based on the current interaction information and the history service information comprises:
predicting a first service type of the target user according to the current voice interaction information of the target user;
predicting a second service type of the target user according to the current touch interaction information of the target user;
predicting a third service type of the target user according to the historical service information of the target user;
And determining the required service type of the target user according to the first service type, the second service type and the third service type.
6. The method of any of claims 1-5, wherein the historical service information comprises: and the historical service work orders of the target user are work orders to be handled, in-transit or already in-transit within a preset time period of the target user.
7. The method of any of claims 1-5, wherein said providing traffic services to said target user through said target service agent comprises:
outputting service channel confirmation information according to the target service channel;
and if a confirmation instruction fed back by the user side based on the service channel confirmation information is received, providing telephone traffic service for the target user through the target service seat.
8. A traffic service apparatus, comprising:
the prediction module is used for responding to an incoming call request sent by the target user through the user terminal and predicting the demand service type of the target user according to the current interaction information and/or the historical service information of the target user;
the determining module is used for determining a target service channel from the candidate service channels according to the current service state of the candidate service channel and the demand service type of the target user, and selecting a target service seat from the target service channel;
And the service module is used for providing telephone traffic service for the target user through the target service agent.
9. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor implements the steps of the traffic service method of any of claims 1 to 7 when the computer program is executed.
10. A computer readable storage medium having stored thereon a computer program, which when executed by a processor implements the steps of the traffic service method of any of claims 1 to 7.
11. A computer program product comprising a computer program, characterized in that the computer program, when executed by a processor, implements the steps of the traffic service method of any of claims 1 to 7.
CN202310878589.4A 2023-07-17 2023-07-17 Traffic service method, device, computer equipment and storage medium Pending CN116939105A (en)

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