WO2019071883A1 - Behavior breakpoint follow-up processing method, storage medium, and server - Google Patents

Behavior breakpoint follow-up processing method, storage medium, and server Download PDF

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Publication number
WO2019071883A1
WO2019071883A1 PCT/CN2018/074866 CN2018074866W WO2019071883A1 WO 2019071883 A1 WO2019071883 A1 WO 2019071883A1 CN 2018074866 W CN2018074866 W CN 2018074866W WO 2019071883 A1 WO2019071883 A1 WO 2019071883A1
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behavior
breakpoint
progress
breakpoints
follow
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PCT/CN2018/074866
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French (fr)
Chinese (zh)
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刘开华
郑志华
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平安科技（深圳）有限公司
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Publication of WO2019071883A1 publication Critical patent/WO2019071883A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/461—Saving or restoring of program or task context
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management

Definitions

  • the present application relates to the field of sales strategies, and in particular, to a follow-up processing method for a behavior breakpoint, a storage medium, and a server.
  • a corresponding behavior breakpoint is generated. For example, when a customer registers on the website, he or she enters the registration interface, but because it is difficult to understand the registration steps and processes, the customer eventually gives up the registration. After the customer abandons registration, a corresponding behavior breakpoint is generated, and the behavior breakpoint occurs so that the subsequent registration process is not completely executed. In this case, the customer is interested in registering, but because the platform did not follow up and guide, the resulting loss of the customer.
  • the current platform does not give effective follow-up and guidance programs after the occurrence of behavior breakpoints, resulting in the loss of sales leads and greatly reducing the customer conversion rate of the platform.
  • the embodiment of the present application provides a follow-up processing method, a storage medium and a server for behavior breakpoints, which can effectively follow up the behavior breakpoints to the greatest extent, avoid the loss of sales leads, and greatly improve the customer conversion rate of the platform.
  • a follow-up processing method for behavior breakpoints including:
  • the target behavior breakpoint satisfies the preset reminding condition, sending the reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to continue from the behavior breakpoint Guidance information for the process;
  • the user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed;
  • the user completes the subsequent process on the platform within a preset time, and generating a follow-up task according to the target behavior breakpoint;
  • the generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
  • the embodiments of the present application have the following advantages:
  • an unprocessed target behavior breakpoint on the platform is acquired; if the target behavior breakpoint satisfies a preset reminding condition, sending a reminder message to the behavior user corresponding to the target behavior breakpoint And the reminding information includes guiding information for guiding the behavior user to continue the subsequent process from the behavior breakpoint; and then detecting whether the behavior user completes the subsequent process on the platform within a preset time; Detecting that the behavior user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed; if the behavior is not detected, the user is on the platform within a preset time.
  • Completing the subsequent process generating a follow-up task according to the target behavior breakpoint; after generating the follow-up task, the generated follow-up task is sent to the sales agent, so that the sales agent follows the follow-up
  • the task contacts the behavioral user and directs the behavioral user to complete the subsequent process.
  • the behavior breakpoint is generated on the platform, the behavior user corresponding to the behavior breakpoint satisfying the reminding condition can be promptly reminded to guide the behavior user to complete the subsequent process; and the follow-up task can also be generated and sent to the follow-up task.
  • Sales agents through sales agents to assist behavior users to complete the follow-up process, can maximize the follow-up of behavior breakpoints, avoid sales leads, and greatly improve the customer conversion rate of the platform.
  • FIG. 1 is a flow chart of an embodiment of a follow-up processing method for behavior breakpoints in an embodiment of the present application
  • FIG. 2 is a schematic flowchart of step 101 of a follow-up processing method for behavior breakpoints in an application scenario according to an embodiment of the present application;
  • FIG. 3 is a schematic flowchart of selecting a priority behavior breakpoint in an application scenario in a follow-up processing method of a behavior breakpoint according to an embodiment of the present application;
  • FIG. 4 is a schematic flowchart of a step 105 of a follow-up processing method for a behavior breakpoint in an application scenario according to an embodiment of the present application;
  • FIG. 5 is a structural diagram of an embodiment of a follow-up processing device for behavior breakpoints according to an embodiment of the present application
  • FIG. 6 is a schematic diagram of a server according to an embodiment of the present application.
  • an embodiment of a follow-up processing method for a behavior breakpoint in an embodiment of the present application includes:
  • the platform system or the server with the buried point on the platform will generate a behavior breakpoint accordingly.
  • the system analyzes the behavior history of a user in the background. The user clicks on the registration, but after two hours, there is still no registration success. This situation is consistent with the behavior of “registration unsuccessful-required SMS reminder” preset in the system background.
  • the generation condition of the point so that the system generates a behavior breakpoint in the background.
  • the behavior breakpoint mentioned here may specifically be a data record, generally recorded with a user account that implements the behavior (or a user ID if it is a visitor), a behavioral operation record, and a business process in which the behavior breakpoint is located. Information such as the time and location of the breakpoint.
  • the above target behavior breakpoint refers to the unprocessed behavior breakpoint on the platform. It can be understood that, for these behavior breakpoints on the platform, after the system background or the server processes the behavior breakpoints, the processing history of the behavior breakpoints is recorded, so that it can be known which behavior breakpoints have been processed in time. Which behavior breakpoints have not been processed. In this embodiment, only the behavior breakpoints that have not been processed by the follow-up processing method of the behavior breakpoint are determined as the target behavior breakpoints, and the subsequent steps are processed accordingly.
  • the foregoing step 101 may include:
  • the behavior breakpoint is not processed
  • the selected behavior breakpoint is an unprocessed state, determine that the selected behavior breakpoint is the target behavior breakpoint.
  • step 201 it should be noted that on the platform, there are generally multiple behavior breakpoints, some behavior breakpoints have been processed, and some behavior breakpoints have not been processed. Here, unprocessed behavior breaks are obtained. Point, after the processing of steps 202-205, the target behavior breakpoint required by step 101 can be determined.
  • the behavior breakpoint is not necessarily the user's most recent behavior breakpoint on the platform.
  • the user operates on the platform twice a day and generates two behavioral interruptions.
  • the two interrupts are separated for a long time. For example, 10 hours apart, the system background may generate two different behavior breakpoints, which are respectively recorded as A1 and A2, but in fact, both A1 and A2 belong to the same business process.
  • A1 may be located behind A2, that is, the progress of A1 under the business process may lag behind A2.
  • step 203 it can be understood that, in general, the behavioral breakpoint of the process progress in the behavior breakpoint and other behavior breakpoints retrieved is often the location of the business process that the user needs to remind and assist. Then, step 203 selects it and then checks whether it has been processed. If the behavior breakpoint is a processed state, the user is already reminded or assisted at the location of the business process at which the behavior breakpoint is located. The process is completed, or the user has no relevant requirements, so the behavior breakpoint can be omitted; and if the behavior breakpoint is an unprocessed state, it can be determined as the target behavior required in step 101. point.
  • step 202 since the other behavior breakpoints retrieved in step 202 are likely to be on more than two business processes with the behavior breakpoint. For example, two other behavior breakpoints are retrieved, namely A2 and A3, respectively, where A2 and A1 (the behavior breakpoints obtained in step 201) are on business process 1, and A3 and A1 are on business process 2. Therefore, if the other behavior breakpoint and the behavior breakpoint are respectively on more than two business processes, the above step 203 can be processed in the following two ways:
  • Method 1 First, select each behavior breakpoint of the process progress on the two or more business processes; and then calculate the progress percentage of each behavior breakpoint on each corresponding business process; A behavior breakpoint having the highest percentage of progress in each of the behavior breakpoints is determined as the selected behavior breakpoint. It can be understood that the first method mainly considers that the user has the highest behavioral breakpoints in the process flow in each business process, but for the user, the most urgent need for reminding and assisting should be only at all. The top position in the business process. And, considering the success rate of business transformation, it is easier to prompt users to complete the follow-up process.
  • the progress percentage can be used to consider each behavior breakpoint on the business process.
  • the progress of the situation so that the percentage of progress of each behavior breakpoint is compared, the percentage of progress of a behavior breakpoint is the largest, and the subsequent process of characterizing the breakpoint of the behavior is the shortest, so it is determined as the behavior breakpoint selected in step 203.
  • Manner 2 first select each behavior breakpoint that is at the top of the process progress on the two or more business processes; and then determine each of the behavior breakpoints as the selected behavior breakpoint. It can be understood that the second method mainly considers that the user may have the need for reminding and assisting in each business process. Therefore, the behavioral breakpoints at the top of each process flow are determined as the step 203. Behavior breakpoints.
  • the follow-up processing method of the behavior breakpoint may further include:
  • step 301 it can be understood that after calculating the progress percentage of each behavior breakpoint, if there are more than two behavior breakpoints, the progress percentage is much higher than other behavior breakpoints, but the two or more behavior breakpoints When the percentages of progress are relatively close, it is difficult to determine the location of the business process that the user most urgently needs to help based solely on the percentage of progress.
  • step 302 when there is no other progress percentage within the preset amplitude range of the maximum progress percentage, it can be considered that the behavior breakpoint corresponding to the maximum progress percentage is the location of the business process that the user most urgently needs help, and thus A behavior breakpoint having the highest percentage of progress in each of the behavior breakpoints is determined as the selected behavior breakpoint.
  • the embodiment further adds the preset priority of the business process as a consideration to the consideration.
  • different business processes on the platform have different sales value and benefits.
  • the services on the platform are generally divided into a main push service and a secondary service, according to which different different business processes can be preset. priority. The higher the priority of the business process, the more the platform pays attention to the sales of the business corresponding to the business process, so the need to actively contact the user to complete the business transformation is more urgent.
  • the step 303 determines the behavioral breakpoint of the process flow with the highest priority on the business process with the highest priority. The selected behavior breakpoint.
  • step 204 if the selected behavior breakpoint is different from the unprocessed behavior breakpoint obtained in step 201, whether the selected behavior breakpoint has been processed before steps 204 and 205 are performed. The completed state needs to be judged. If the selected behavior breakpoint has been processed, step 204 is performed; otherwise, step 205 is performed. It can be seen that, in step 204, if the selected behavior breakpoint is the state that has been processed, it indicates that the behavior breakpoint has no need to be processed again, so it can be ignored.
  • step 205 it can be understood that if the selected behavior breakpoint is an unprocessed state, it can be determined that the selected behavior breakpoint is the target behavior breakpoint, and the subsequent steps are performed.
  • the target behavior breakpoint satisfies a preset reminding condition, send reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to be from the behavior breakpoint Continue to guide the follow-up process;
  • the above-mentioned reminding condition can be set in advance on a server (hereinafter referred to as a server) that performs the follow-up processing method of the behavior breakpoint, and the reminding condition can be set according to actual conditions, for example, it can be set as follows: Require target behavior breakpoints on specific business processes, behavioral users that require target behavior breakpoints belong to a specific user group, and so on.
  • the reminder information to the behavior user corresponding to the target behavior breakpoint, wherein the reminder information at least includes guiding the behavior user from the behavior breakpoint Continue to guide the follow-up process so that the behavioral user can guide the follow-up process and complete the follow-up process.
  • step 103 detecting whether the behavior user completes the subsequent process on the platform within a preset time, and if so, executing step 104, if not, executing step 105;
  • step 104 may be performed to determine that the target behavior breakpoint has been processed, and no further processing is required. If the user does not detect the behavior, the user completes the subsequent process on the platform within a preset time, then step 105 is performed to continue the follow-up process.
  • the preset time may be set to 2 hours, 10 hours, 24 hours, etc., which is not limited in this embodiment.
  • the follow-up task may be generated according to the target behavior breakpoint, so that the task is delivered to the sales agent.
  • the generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
  • the generated follow-up task may be sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the Follow-up process.
  • the foregoing step 105 may include:
  • step 401 and step 402 after the reminder information is sent to the behavior user, although the behavior is not detected, the user completes the subsequent process on the platform within a preset time, but the behavior user may have performed the subsequent process. portion. Therefore, before generating the follow-up task, preferably, the behavior progress of the behavior user on the subsequent process may be acquired, so that the sales agent can timely understand the situation and accurately guide the behavior user. After the process progress is obtained, a follow-up task can be generated based on the target behavior breakpoint and the process progress.
  • the foregoing step 106 is specifically: sending the generated follow-up task to a sales agent, so that the sales agent is based on the follow-up task and the behavior user. Contacting and instructing the behavior user to continue to complete the subsequent process from the progress of the process.
  • FIG. 5 is a structural diagram showing an embodiment of a follow-up processing device for behavior breakpoints in the embodiment of the present application.
  • a follow-up processing device for behavior breakpoints includes:
  • a target breakpoint obtaining module 501 configured to acquire an unprocessed target behavior breakpoint on the platform
  • the reminding module 502 is configured to: if the target behavior breakpoint meets the preset reminding condition, send reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user from the Guidance information for continuing the follow-up process at the behavior breakpoint;
  • the process detection module 503 is configured to detect whether the behavior user completes the subsequent process on the platform within a preset time
  • Determining the completion module 504 if the detection result of the flow detection module 503 is YES, determining that the target behavior breakpoint has been processed;
  • the task generation module 505 is configured to generate a follow-up task according to the target behavior breakpoint if the detection result of the flow detection module 503 is negative;
  • the task issuing module 506 is configured to send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the Follow-up process.
  • the target breakpoint acquisition module may include:
  • a behavior breakpoint acquisition unit for acquiring unprocessed behavior breakpoints on the platform
  • breakpoint retrieval unit configured to retrieve other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform
  • a breakpoint selection unit configured to select a behavior with the highest progress of the process from the behavior breakpoint and the other behavior breakpoints if the other behavior breakpoint is on the same business process as the behavior breakpoint Breakpoint
  • the unit is not processed, and if the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
  • the target breakpoint determining unit is configured to determine, if the selected behavior breakpoint is an unprocessed state, determine the selected behavior breakpoint as the target behavior breakpoint.
  • the follow-up processing device of the behavior breakpoint may include:
  • a first selecting sub-unit configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
  • a progress calculation sub-unit configured to calculate a progress percentage of each of the behavior breakpoints on respective corresponding business processes
  • a first breakpoint determining subunit configured to determine, as the selected behavior breakpoint, a behavior breakpoint having a maximum percentage of progress among the respective behavior breakpoints
  • a second selecting sub-unit configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
  • the second breakpoint determining subunit is configured to determine each of the behavior breakpoints as the selected behavior breakpoint.
  • follow-up processing device of the behavior breakpoint may further include:
  • a progress judging module configured to determine whether there is another progress percentage within a preset amplitude range of the maximum progress percentage
  • a triggering module configured to execute the first breakpoint determining subunit if the judgment result of the progress judging module is no
  • a priority break selection module configured to obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage if the determination result of the progress determination module is yes, and then The behavioral breakpoint with the highest progress of the process on the highest priority business process is determined as the selected behavior breakpoint.
  • the task generation module may include:
  • a process progress obtaining unit configured to obtain a process progress of the behavior user on the subsequent process
  • the task issuing module is specifically configured to: send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to The process progress begins to continue with the subsequent process.
  • FIG. 6 is a schematic diagram of a server according to an embodiment of the present application.
  • the server 6 of this embodiment includes a processor 60, a memory 61, and computer readable instructions 62 stored in the memory 61 and operable on the processor 60, for example, performing the above-described behavior.
  • the procedure for the follow-up processing method of the breakpoint The processor 60 executes the steps in the embodiment of the follow-up processing method for each of the behavior breakpoints when the computer readable instructions 62 are executed, such as steps 101 through 106 shown in FIG.
  • the processor 60 when executing the computer readable instructions 62, implements the functions of the various modules/units in the various apparatus embodiments described above, such as the functions of the modules 501 through 506 shown in FIG.
  • the computer readable instructions 62 may be partitioned into one or more modules/units that are stored in the memory 61 and executed by the processor 60, To complete this application.
  • the one or more modules/units may be a series of computer readable instruction instruction segments capable of performing a particular function, the instruction segments being used to describe the execution of the computer readable instructions 62 in the server 6.
  • the server 6 can be a computing device such as a local server or a cloud server.
  • the server may include, but is not limited to, a processor 60, a memory 61. It will be understood by those skilled in the art that FIG. 6 is merely an example of the server 6, and does not constitute a limitation to the server 6, and may include more or less components than those illustrated, or some components may be combined, or different components, such as
  • the server may also include an input and output device, a network access device, a bus, and the like.
  • the processor 60 can be a central processing unit (Central Processing Unit, CPU), can also be other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the memory 61 may be an internal storage unit of the server 6, such as a hard disk or a memory of the server 6.
  • the memory 61 may also be an external storage device of the server 6, such as a plug-in hard disk, a smart memory card (SMC), and a secure digital (SD) card provided on the server 6. Flash card (Flash Card) and so on.
  • the memory 61 may also include both an internal storage unit of the server 6 and an external storage device.
  • the memory 61 is for storing the computer readable instructions and other programs and data required by the server.
  • the memory 61 can also be used to temporarily store data that has been output or is about to be output.

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Abstract

Disclosed is a behavior breakpoint follow-up processing method, for use in resolving the existing problem that a breakpoint is not followed up effectively. The method provided by the present application comprises: obtaining an unprocessed target behavior breakpoint on a platform; if the target behavior breakpoint meets a preset prompt condition, sending prompt information to a behavior user corresponding to the target behavior breakpoint, the prompt information comprising guide information guiding the behavior user to go on with the follow-up process from the behavior breakpoint; detecting weather the behavior user completes the follow-up process on the platform within a preset period; if yes, determining that the target behavior breakpoint is processed; if not, generating a follow-up task according to the target behavior breakpoint; delivering the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the follow-up process. The present also provides a storage medium and a server.

Description

一种行为断点的跟进处理方法、存储介质和服务器Follow-up processing method for behavior breakpoint, storage medium and server
本申请申明享有2017年10月12日递交的申请号为201710945384.8、名称为“一种行为断点的跟进处理方法、存储介质和服务器”中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。This application claims the priority of the Chinese patent application filed on October 12, 2017 with the application number of 201710945384.8, entitled "A follow-up processing method for a behavior breakpoint, storage medium and server", the overall content of the Chinese patent application It is incorporated herein by reference.
技术领域Technical field
本申请涉及销售策略领域，尤其涉及一种行为断点的跟进处理方法、存储介质和服务器。The present application relates to the field of sales strategies, and in particular, to a follow-up processing method for a behavior breakpoint, a storage medium, and a server.
背景技术Background technique
客户在网站及APP等平台上的操作行为遇到问题时，会产生相应的行为断点。比如，客户在网站上进行注册时，进入了注册界面，却因为难以弄懂注册的步骤和流程，最终导致客户放弃注册。在客户放弃注册后，即产生一个相应的行为断点，该行为断点的发生使得后续的注册流程没有完整地执行。在这种情况下，客户是有意进行注册的，但因为平台方面没做好相应的跟进和指导，最终导致该客户的流失。When a customer encounters a problem with the operation of a website or an application such as an APP, a corresponding behavior breakpoint is generated. For example, when a customer registers on the website, he or she enters the registration interface, but because it is difficult to understand the registration steps and processes, the customer eventually gives up the registration. After the customer abandons registration, a corresponding behavior breakpoint is generated, and the behavior breakpoint occurs so that the subsequent registration process is not completely executed. In this case, the customer is interested in registering, but because the platform did not follow up and guide, the resulting loss of the customer.
然而，目前平台在产生行为断点之后并没有给出有效的跟进、指导方案，导致销售线索丢失，大大降低平台的客户转化率。However, the current platform does not give effective follow-up and guidance programs after the occurrence of behavior breakpoints, resulting in the loss of sales leads and greatly reducing the customer conversion rate of the platform.
技术问题technical problem
本申请实施例提供了一种行为断点的跟进处理方法、存储介质和服务器，能够最大程度地对行为断点进行有效的跟进，避免销售线索丢失，大大提高平台的客户转化率。The embodiment of the present application provides a follow-up processing method, a storage medium and a server for behavior breakpoints, which can effectively follow up the behavior breakpoints to the greatest extent, avoid the loss of sales leads, and greatly improve the customer conversion rate of the platform.
技术解决方案Technical solution
第一方面，提供了一种行为断点的跟进处理方法，包括：In the first aspect, a follow-up processing method for behavior breakpoints is provided, including:
获取平台上未处理过的目标行为断点；Obtaining unresolved target behavior breakpoints on the platform;
若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；And if the target behavior breakpoint satisfies the preset reminding condition, sending the reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to continue from the behavior breakpoint Guidance information for the process;
检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；Detecting whether the behavior user completes the subsequent process on the platform within a preset time;
若检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则确定所述目标行为断点已处理完成；If the behavior is detected, the user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed;
若未检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则根据所述目标行为断点生成跟进任务；If the behavior is not detected, the user completes the subsequent process on the platform within a preset time, and generating a follow-up task according to the target behavior breakpoint;
将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
有益效果Beneficial effect
从以上技术方案可以看出，本申请实施例具有以下优点：As can be seen from the above technical solutions, the embodiments of the present application have the following advantages:
本申请实施例中，首先，获取平台上未处理过的目标行为断点；若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；然后，检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；若检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则确定所述目标行为断点已处理完成；若未检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则根据所述目标行为断点生成跟进任务；生成跟进任务之后，将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。这样，可以在平台产生出行为断点之后，对满足提醒条件的行为断点所对应的行为用户作出及时的提醒，引导行为用户完成后续流程；并且后续还可以生成相应的跟进任务下发给销售坐席，通过销售坐席来协助行为用户完成后续流程，可以最大程度地对行为断点进行有效的跟进，避免销售线索丢失，大大提高了平台的客户转化率。In the embodiment of the present application, first, an unprocessed target behavior breakpoint on the platform is acquired; if the target behavior breakpoint satisfies a preset reminding condition, sending a reminder message to the behavior user corresponding to the target behavior breakpoint And the reminding information includes guiding information for guiding the behavior user to continue the subsequent process from the behavior breakpoint; and then detecting whether the behavior user completes the subsequent process on the platform within a preset time; Detecting that the behavior user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed; if the behavior is not detected, the user is on the platform within a preset time. Completing the subsequent process, generating a follow-up task according to the target behavior breakpoint; after generating the follow-up task, the generated follow-up task is sent to the sales agent, so that the sales agent follows the follow-up The task contacts the behavioral user and directs the behavioral user to complete the subsequent process. In this way, after the behavior breakpoint is generated on the platform, the behavior user corresponding to the behavior breakpoint satisfying the reminding condition can be promptly reminded to guide the behavior user to complete the subsequent process; and the follow-up task can also be generated and sent to the follow-up task. Sales agents, through sales agents to assist behavior users to complete the follow-up process, can maximize the follow-up of behavior breakpoints, avoid sales leads, and greatly improve the customer conversion rate of the platform.
附图说明DRAWINGS
图1为本申请实施例中一种行为断点的跟进处理方法一个实施例流程图；1 is a flow chart of an embodiment of a follow-up processing method for behavior breakpoints in an embodiment of the present application;
图2为本申请实施例中一种行为断点的跟进处理方法步骤101在一个应用场景下的流程示意图；2 is a schematic flowchart of step 101 of a follow-up processing method for behavior breakpoints in an application scenario according to an embodiment of the present application;
图3为本申请实施例中一种行为断点的跟进处理方法在一个应用场景下选取优先行为断点的流程示意图；3 is a schematic flowchart of selecting a priority behavior breakpoint in an application scenario in a follow-up processing method of a behavior breakpoint according to an embodiment of the present application;
图4为本申请实施例中一种行为断点的跟进处理方法步骤105在一个应用场景下的流程示意图；4 is a schematic flowchart of a step 105 of a follow-up processing method for a behavior breakpoint in an application scenario according to an embodiment of the present application;
图5为本申请实施例中一种行为断点的跟进处理装置一个实施例结构图；FIG. 5 is a structural diagram of an embodiment of a follow-up processing device for behavior breakpoints according to an embodiment of the present application; FIG.
图6为本申请一实施例提供的服务器的示意图。FIG. 6 is a schematic diagram of a server according to an embodiment of the present application.
本发明的实施方式Embodiments of the invention
请参阅图1，本申请实施例中一种行为断点的跟进处理方法的一个实施例包括：Referring to FIG. 1, an embodiment of a follow-up processing method for a behavior breakpoint in an embodiment of the present application includes:
101、获取平台上未处理过的目标行为断点；101. Obtain an unprocessed target behavior breakpoint on the platform;
本实施例中，当用户在平台上操作，并在业务流程尚未完成的情况下停止后，平台***或者在平台上设有埋点的服务器会相应产生行为断点。比如，***后台分析某用户的行为操作历史，该用户点击了注册，但是过了两小时，仍然没有注册成功，这种情况符合***后台预先设置的“注册未成功-需短信提醒”的行为断点的生成条件，从而***后台生成一个行为断点。这里所说的行为断点具体可以是一种数据记录，一般记录有实施该行为的用户账户（若为游客，则可以随机分配一个用户ID）、行为操作记录、行为断点所处的业务流程、断点的时间和位置等信息。In this embodiment, when the user operates on the platform and stops after the business process has not been completed, the platform system or the server with the buried point on the platform will generate a behavior breakpoint accordingly. For example, the system analyzes the behavior history of a user in the background. The user clicks on the registration, but after two hours, there is still no registration success. This situation is consistent with the behavior of “registration unsuccessful-required SMS reminder” preset in the system background. The generation condition of the point, so that the system generates a behavior breakpoint in the background. The behavior breakpoint mentioned here may specifically be a data record, generally recorded with a user account that implements the behavior (or a user ID if it is a visitor), a behavioral operation record, and a business process in which the behavior breakpoint is located. Information such as the time and location of the breakpoint.
其中，上述的目标行为断点是指平台上未处理过的行为断点。可以理解的是，针对平台上的这些行为断点，***后台或服务器处理了这些行为断点之后，会记录有行为断点的处理历史，从而可以得知哪些行为断点已被及时处理过，哪些行为断点还未被处理。而本实施例中，仅将未被该行为断点的跟进处理方法处理过的行为断点确定为目标行为断点，以待后续步骤进行相应处理。Among them, the above target behavior breakpoint refers to the unprocessed behavior breakpoint on the platform. It can be understood that, for these behavior breakpoints on the platform, after the system background or the server processes the behavior breakpoints, the processing history of the behavior breakpoints is recorded, so that it can be known which behavior breakpoints have been processed in time. Which behavior breakpoints have not been processed. In this embodiment, only the behavior breakpoints that have not been processed by the follow-up processing method of the behavior breakpoint are determined as the target behavior breakpoints, and the subsequent steps are processed accordingly.
进一步地，如图2所示，上述步骤101可以包括：Further, as shown in FIG. 2, the foregoing step 101 may include:
201、获取平台上未处理过的行为断点；201. Obtain an unprocessed behavior breakpoint on the platform;
202、检索所述行为断点所对应的用户在所述平台上的其它行为断点；202. Retrieve another behavior breakpoint of the user corresponding to the behavior breakpoint on the platform;
203、若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；203. If the other behavior breakpoint is on the same business process as the behavior breakpoint, select a behavior breakpoint with the highest process progress from the behavior breakpoint and the other behavior breakpoints;
204、若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；204. If the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
205、若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。205. If the selected behavior breakpoint is an unprocessed state, determine that the selected behavior breakpoint is the target behavior breakpoint.
对于步骤201，需要说明的是，在平台上，一般存在多个行为断点，有些行为断点已被处理过，有些行为断点则未处理过，此处获取的是未处理过的行为断点，在经过步骤202~205的处理之后，才能确定出步骤101所需的目标行为断点。For step 201, it should be noted that on the platform, there are generally multiple behavior breakpoints, some behavior breakpoints have been processed, and some behavior breakpoints have not been processed. Here, unprocessed behavior breaks are obtained. Point, after the processing of steps 202-205, the target behavior breakpoint required by step 101 can be determined.
对于步骤202，可以理解的是，针对步骤201获取的某个未处理过的行为断点，该行为断点未必就是用户在平台上最近的一个行为断点。比如，用户当天两次在平台上操作，并产生了两次行为上的中断。这两次中断间隔较久，比如相隔10个小时，那么***后台可能会产生两个不同的行为断点，分别记为A1和A2，但其实A1和A2均属于同一个业务流程上的。而步骤201获取到的其中一个行为断点A1，A1有可能位于A2的后面，也就是A1在业务流程下的进度有可能落后于A2。显然，若需要为该用户进行指导，协助用户完成后续流程，应该从A2开始协助而非从A1开始。因此，在获取到一个行为断点时，应当针对该行为断点所对应的用户，检索该用户在平台上的其它行为断点，而检索到的这些其它行为断点要求与该行为断点处于相同的业务流程上。For step 202, it can be understood that for an unprocessed behavior breakpoint obtained in step 201, the behavior breakpoint is not necessarily the user's most recent behavior breakpoint on the platform. For example, the user operates on the platform twice a day and generates two behavioral interruptions. The two interrupts are separated for a long time. For example, 10 hours apart, the system background may generate two different behavior breakpoints, which are respectively recorded as A1 and A2, but in fact, both A1 and A2 belong to the same business process. And one of the behavior breakpoints A1 obtained in step 201, A1 may be located behind A2, that is, the progress of A1 under the business process may lag behind A2. Obviously, if you need to guide the user and assist the user to complete the follow-up process, you should start with A2 instead of starting with A1. Therefore, when a behavior breakpoint is obtained, the user corresponding to the behavior breakpoint should be retrieved for other behavior breakpoints of the user on the platform, and the retrieved other behavior breakpoints are required to be at the behavior breakpoint. On the same business process.
对于步骤203，可以理解的是，一般来说，在该行为断点和检索到的其它行为断点中流程进度最靠前的行为断点往往才是用户需要提醒、协助的业务流程所在的位置，从而步骤203将其选取出来，然后查看其是否已处理完成，若这个行为断点是已处理完成的状态，则说明用户在该行为断点所处的业务流程位置上要么已经在提醒、协助下完成了该流程，要么用户已不存在相关的需求，因此可以不用处理该行为断点；而若这个行为断点是未处理的状态，则可以将其确定为步骤101所需的目标行为断点。For step 203, it can be understood that, in general, the behavioral breakpoint of the process progress in the behavior breakpoint and other behavior breakpoints retrieved is often the location of the business process that the user needs to remind and assist. Then, step 203 selects it and then checks whether it has been processed. If the behavior breakpoint is a processed state, the user is already reminded or assisted at the location of the business process at which the behavior breakpoint is located. The process is completed, or the user has no relevant requirements, so the behavior breakpoint can be omitted; and if the behavior breakpoint is an unprocessed state, it can be determined as the target behavior required in step 101. point.
更进一步地，由于步骤202检索到的其它行为断点有可能与所述行为断点处于两条以上的业务流程上。比如检索到2个其它行为断点，分别为A2和A3，其中A2与A1（步骤201获取到的行为断点）处于业务流程1上，A3与A1处于业务流程2上。因此，若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，上述步骤203可以通过以下两种方式进行处理：Further, since the other behavior breakpoints retrieved in step 202 are likely to be on more than two business processes with the behavior breakpoint. For example, two other behavior breakpoints are retrieved, namely A2 and A3, respectively, where A2 and A1 (the behavior breakpoints obtained in step 201) are on business process 1, and A3 and A1 are on business process 2. Therefore, if the other behavior breakpoint and the behavior breakpoint are respectively on more than two business processes, the above step 203 can be processed in the following two ways:
方式一：首先，分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；然后，计算所述各个行为断点分别在各自对应业务流程上的进度百分比；最后，将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点。可以理解的是，方式一主要考虑到用户虽然在各条业务流程上均存在流程进度最靠前的各个行为断点，但是对于用户来说，其最迫切需要提醒、协助的需求应当仅在所有业务流程中进度最靠前的位置上。并且，考虑到业务转化的成功率，也更容易促使用户完成后续流程。因此，方式一中在选取出各条业务流程上的流程进度最靠前的各个行为断点之后，由于不同的业务流程长度往往不一致，因此可以通过进度百分比来考量各个行为断点在业务流程上的进度情况，从而将各个行为断点的进度百分比进行对比，某个行为断点的进度百分比最大，表征该行为断点的后续流程最短，因此将其确定为步骤203选取出的行为断点。Method 1: First, select each behavior breakpoint of the process progress on the two or more business processes; and then calculate the progress percentage of each behavior breakpoint on each corresponding business process; A behavior breakpoint having the highest percentage of progress in each of the behavior breakpoints is determined as the selected behavior breakpoint. It can be understood that the first method mainly considers that the user has the highest behavioral breakpoints in the process flow in each business process, but for the user, the most urgent need for reminding and assisting should be only at all. The top position in the business process. And, considering the success rate of business transformation, it is easier to prompt users to complete the follow-up process. Therefore, in the first step, after selecting the behavior breakpoints at the top of the process flow on each business process, since the lengths of different business processes are often inconsistent, the progress percentage can be used to consider each behavior breakpoint on the business process. The progress of the situation, so that the percentage of progress of each behavior breakpoint is compared, the percentage of progress of a behavior breakpoint is the largest, and the subsequent process of characterizing the breakpoint of the behavior is the shortest, so it is determined as the behavior breakpoint selected in step 203.
方式二：先分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；然后，将所述各个行为断点均确定为所述选取出的行为断点。可以理解的是，方式二主要考虑到用户在各条业务流程上可能均存在提醒、协助的需求，因此将每条业务流程上流程进度最靠前的行为断点均确定作为步骤203选取出的行为断点。Manner 2: first select each behavior breakpoint that is at the top of the process progress on the two or more business processes; and then determine each of the behavior breakpoints as the selected behavior breakpoint. It can be understood that the second method mainly considers that the user may have the need for reminding and assisting in each business process. Therefore, the behavioral breakpoints at the top of each process flow are determined as the step 203. Behavior breakpoints.
对于上述方式一，在计算所述各个行为断点分别在各自对应业务流程上的进度百分比之后，为了更进一步地考量最大的进度百分比对应的行为断点是否为用户最迫切需求帮助的业务流程所在位置，如图3所示，该行为断点的跟进处理方法还可以包括：For the first method described above, after calculating the progress percentages of the respective behavior breakpoints on the respective corresponding business processes, in order to further consider whether the behavior breakpoint corresponding to the maximum progress percentage is the most urgent need for the user, the business process is located. The location, as shown in FIG. 3, the follow-up processing method of the behavior breakpoint may further include:
301、判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比，若否，则执行步骤302，若是，则执行步骤303；301, determining whether there is another progress percentage within the preset amplitude range of the maximum progress percentage, if not, executing step 302, and if yes, executing step 303;
302、将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；302. Determine a behavior breakpoint with the highest percentage of progress in each behavior breakpoint as the selected behavior breakpoint;
303、获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级；303. Obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentages;
304、将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。304. Determine, at the highest priority business process, the behavior breakpoint of the process progress is the selected behavior breakpoint.
对于步骤301，可以理解的是，在计算得到各个行为断点的进度百分比之后，若其中存在两个以上行为断点的进度百分比远高于其他行为断点，但这两个以上行为断点的进度百分比之间较为接近时，这种情况下难以单纯根据进度百分比来判定用户最迫切需要帮助的业务流程所在位置。For step 301, it can be understood that after calculating the progress percentage of each behavior breakpoint, if there are more than two behavior breakpoints, the progress percentage is much higher than other behavior breakpoints, but the two or more behavior breakpoints When the percentages of progress are relatively close, it is difficult to determine the location of the business process that the user most urgently needs to help based solely on the percentage of progress.
对于步骤302，当在最大的进度百分比的预设幅度范围内不存在其它的进度百分比时，可以认为这个最大的进度百分比对应的行为断点就是用户最迫切需要帮助的业务流程所在位置，从而可以将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点。For step 302, when there is no other progress percentage within the preset amplitude range of the maximum progress percentage, it can be considered that the behavior breakpoint corresponding to the maximum progress percentage is the location of the business process that the user most urgently needs help, and thus A behavior breakpoint having the highest percentage of progress in each of the behavior breakpoints is determined as the selected behavior breakpoint.
对于步骤303和304，当在最大的进度百分比的预设幅度范围内存在其它的进度百分比时，则难以认为这个最大的进度百分比对应的行为断点是用户最迫切需要帮助的业务流程所在位置，因此，本实施例进一步将业务流程的预设优先级作为考虑因素加入到考量中。可以理解的是，平台上的不同业务流程具有不同的销售价值和效益，在一段时期中，平台上的业务一般区分为主推业务和次要业务，据此可以为不同的业务流程预先设置不同的优先级。业务流程的优先级越高，则代表平台越重视该业务流程对应业务的销售，因此主动联系用户完成业务转化的需求也更迫切。在步骤303获取到落入上述幅度范围内的进度百分比所对应的业务流程的预设优先级之后，则将预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。For steps 303 and 304, when there are other progress percentages in the preset amplitude range of the maximum progress percentage, it is difficult to think that the behavioral breakpoint corresponding to the maximum progress percentage is the location of the business process that the user most urgently needs help, Therefore, the embodiment further adds the preset priority of the business process as a consideration to the consideration. It can be understood that different business processes on the platform have different sales value and benefits. In a period of time, the services on the platform are generally divided into a main push service and a secondary service, according to which different different business processes can be preset. priority. The higher the priority of the business process, the more the platform pays attention to the sales of the business corresponding to the business process, so the need to actively contact the user to complete the business transformation is more urgent. After obtaining the preset priority of the business process corresponding to the progress percentage falling within the range of the above-mentioned range, the step 303 determines the behavioral breakpoint of the process flow with the highest priority on the business process with the highest priority. The selected behavior breakpoint.
可以理解的是，由于选取出的行为断点与步骤201中获取的未处理过的行为断点为不同的行为断点，因此在执行步骤204和205之前，选取出的行为断点是否已处理完成的状态需要进行判断，如果该选取出的行为断点已处理完成，则执行步骤204，反之，则执行步骤205。可知，在步骤204中，如果选取出的行为断点为已处理完成的状态，则说明该行为断点已无需再处理，因此可以不需理会。It can be understood that, since the selected behavior breakpoint is different from the unprocessed behavior breakpoint obtained in step 201, whether the selected behavior breakpoint has been processed before steps 204 and 205 are performed. The completed state needs to be judged. If the selected behavior breakpoint has been processed, step 204 is performed; otherwise, step 205 is performed. It can be seen that, in step 204, if the selected behavior breakpoint is the state that has been processed, it indicates that the behavior breakpoint has no need to be processed again, so it can be ignored.
对于步骤205，可以理解的是，如果选取出的行为断点为未处理的状态，则可以确定这个选取出的行为断点为目标行为断点，以待后续步骤进行步骤。For step 205, it can be understood that if the selected behavior breakpoint is an unprocessed state, it can be determined that the selected behavior breakpoint is the target behavior breakpoint, and the subsequent steps are performed.
102、若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；102. If the target behavior breakpoint satisfies a preset reminding condition, send reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to be from the behavior breakpoint Continue to guide the follow-up process;
可以理解的是，上述的提醒条件可以预先设置在执行该行为断点的跟进处理方法的服务器（下述简称服务器）上，该提醒条件可以具体根据实际情况进行设定，比如可以设为：要求目标行为断点在特定的业务流程上、要求目标行为断点所对应的行为用户属于特定的用户群体，等等。It can be understood that the above-mentioned reminding condition can be set in advance on a server (hereinafter referred to as a server) that performs the follow-up processing method of the behavior breakpoint, and the reminding condition can be set according to actual conditions, for example, it can be set as follows: Require target behavior breakpoints on specific business processes, behavioral users that require target behavior breakpoints belong to a specific user group, and so on.
在目标行为断点满足预设的提醒条件的情况下，向所述目标行为断点所对应的行为用户发送提醒信息，其中，该提醒信息至少包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息，以便于行为用户在指导性信息的引导下去操作和完成该后续流程。And sending, in the case that the target behavior breakpoint meets the preset reminding condition, the reminder information to the behavior user corresponding to the target behavior breakpoint, wherein the reminder information at least includes guiding the behavior user from the behavior breakpoint Continue to guide the follow-up process so that the behavioral user can guide the follow-up process and complete the follow-up process.
103、检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程，若是，则执行步骤104，若否，则执行步骤105；103, detecting whether the behavior user completes the subsequent process on the platform within a preset time, and if so, executing step 104, if not, executing step 105;
在向所述行为用户发送提醒信息之后，如果该行为用户在预设时间内在所述平台上完成所述后续流程，则可以执行步骤104，确定该目标行为断点已处理完成，无需再进行跟进处理；如果未检测到该行为用户在预设时间内在所述平台上完成所述后续流程，则执行步骤105进行继续跟进处理。After the reminder information is sent to the behavior user, if the behavior user completes the subsequent process on the platform within a preset time, step 104 may be performed to determine that the target behavior breakpoint has been processed, and no further processing is required. If the user does not detect the behavior, the user completes the subsequent process on the platform within a preset time, then step 105 is performed to continue the follow-up process.
上述的预设时间具体可以设置为2小时、10小时、24小时等，本实施例对此不作限定。The preset time may be set to 2 hours, 10 hours, 24 hours, etc., which is not limited in this embodiment.
104、确定所述目标行为断点已处理完成；104. Determine that the target behavior breakpoint has been processed;
105、根据所述目标行为断点生成跟进任务；105. Generate a follow-up task according to the target behavior breakpoint;
可以理解的是，在未检测到该行为用户在预设时间内在所述平台上完成所述后续流程的情况下，可以根据该目标行为断点生成跟进任务，以便下发任务给销售坐席进行跟进处理。It can be understood that, in the case that the user does not detect the behavior, the user performs the follow-up process on the platform within a preset time, the follow-up task may be generated according to the target behavior breakpoint, so that the task is delivered to the sales agent. Follow up processing.
106、将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。106. The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
在生成该跟进任务之后，可以将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。After the following task is generated, the generated follow-up task may be sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the Follow-up process.
进一步地，如图4所示，上述步骤105可以包括：Further, as shown in FIG. 4, the foregoing step 105 may include:
401、获取所述行为用户在所述后续流程上的流程进度；401. Obtain a process progress of the behavior user on the subsequent process.
402、根据所述目标行为断点和所述流程进度生成跟进任务。402. Generate a follow-up task according to the target behavior breakpoint and the process progress.
对于步骤401和步骤402，由于向行为用户发出提醒信息之后，虽然未检测到该行为用户在预设时间内在所述平台上完成所述后续流程，但该行为用户可能已执行了后续流程中的一部分。因此，在生成跟进任务之前，优选地，可以获取该行为用户在所述后续流程上的流程进度，以便于销售坐席及时了解情况和准确指导行为用户。在获取到流程进度之后，即可根据该目标行为断点和所述流程进度生成跟进任务。For step 401 and step 402, after the reminder information is sent to the behavior user, although the behavior is not detected, the user completes the subsequent process on the platform within a preset time, but the behavior user may have performed the subsequent process. portion. Therefore, before generating the follow-up task, preferably, the behavior progress of the behavior user on the subsequent process may be acquired, so that the sales agent can timely understand the situation and accurately guide the behavior user. After the process progress is obtained, a follow-up task can be generated based on the target behavior breakpoint and the process progress.
特别地，在上述步骤401和402的基础上，上述步骤106具体为：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。Specifically, on the basis of the foregoing steps 401 and 402, the foregoing step 106 is specifically: sending the generated follow-up task to a sales agent, so that the sales agent is based on the follow-up task and the behavior user. Contacting and instructing the behavior user to continue to complete the subsequent process from the progress of the process.
图5示出了本申请实施例中一种行为断点的跟进处理装置一个实施例结构图。FIG. 5 is a structural diagram showing an embodiment of a follow-up processing device for behavior breakpoints in the embodiment of the present application.
本实施例中，一种行为断点的跟进处理装置包括：In this embodiment, a follow-up processing device for behavior breakpoints includes:
目标断点获取模块501，用于获取平台上未处理过的目标行为断点；a target breakpoint obtaining module 501, configured to acquire an unprocessed target behavior breakpoint on the platform;
提醒模块502，用于若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；The reminding module 502 is configured to: if the target behavior breakpoint meets the preset reminding condition, send reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user from the Guidance information for continuing the follow-up process at the behavior breakpoint;
流程检测模块503，用于检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；The process detection module 503 is configured to detect whether the behavior user completes the subsequent process on the platform within a preset time;
确定完成模块504，用于若所述流程检测模块503的检测结果为是，则确定所述目标行为断点已处理完成；Determining the completion module 504, if the detection result of the flow detection module 503 is YES, determining that the target behavior breakpoint has been processed;
任务生成模块505，用于若所述流程检测模块503的检测结果为否，则根据所述目标行为断点生成跟进任务；The task generation module 505 is configured to generate a follow-up task according to the target behavior breakpoint if the detection result of the flow detection module 503 is negative;
任务下发模块506，用于将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。The task issuing module 506 is configured to send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the Follow-up process.
进一步地，所述目标断点获取模块可以包括：Further, the target breakpoint acquisition module may include:
行为断点获取单元，用于获取平台上未处理过的行为断点；a behavior breakpoint acquisition unit for acquiring unprocessed behavior breakpoints on the platform;
其他断点检索单元，用于检索所述行为断点所对应的用户在所述平台上的其它行为断点；And another breakpoint retrieval unit, configured to retrieve other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform;
断点选取单元，用于若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；a breakpoint selection unit, configured to select a behavior with the highest progress of the process from the behavior breakpoint and the other behavior breakpoints if the other behavior breakpoint is on the same business process as the behavior breakpoint Breakpoint
不处理单元，用于若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；The unit is not processed, and if the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
目标断点确定单元，用于若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。The target breakpoint determining unit is configured to determine, if the selected behavior breakpoint is an unprocessed state, determine the selected behavior breakpoint as the target behavior breakpoint.
进一步地，所述行为断点的跟进处理装置可以包括：Further, the follow-up processing device of the behavior breakpoint may include:
第一选取子单元，用于若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；a first selecting sub-unit, configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
进度计算子单元，用于计算所述各个行为断点分别在各自对应业务流程上的进度百分比；a progress calculation sub-unit, configured to calculate a progress percentage of each of the behavior breakpoints on respective corresponding business processes;
第一断点确定子单元，用于将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；或a first breakpoint determining subunit, configured to determine, as the selected behavior breakpoint, a behavior breakpoint having a maximum percentage of progress among the respective behavior breakpoints; or
第二选取子单元，用于若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；a second selecting sub-unit, configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
第二断点确定子单元，用于将所述各个行为断点均确定为所述选取出的行为断点。The second breakpoint determining subunit is configured to determine each of the behavior breakpoints as the selected behavior breakpoint.
进一步地，所述行为断点的跟进处理装置还可以包括：Further, the follow-up processing device of the behavior breakpoint may further include:
进度判断模块，用于判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比；a progress judging module, configured to determine whether there is another progress percentage within a preset amplitude range of the maximum progress percentage;
触发模块，用于若所述进度判断模块的判断结果为否，则执行所述第一断点确定子单元；a triggering module, configured to execute the first breakpoint determining subunit if the judgment result of the progress judging module is no;
优先断点选取模块，用于若所述进度判断模块的判断结果为是，则获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级，然后将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。a priority break selection module, configured to obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage if the determination result of the progress determination module is yes, and then The behavioral breakpoint with the highest progress of the process on the highest priority business process is determined as the selected behavior breakpoint.
进一步地，所述任务生成模块可以包括：Further, the task generation module may include:
流程进度获取单元，用于获取所述行为用户在所述后续流程上的流程进度；a process progress obtaining unit, configured to obtain a process progress of the behavior user on the subsequent process;
生成任务单元，用于根据所述目标行为断点和所述流程进度生成跟进任务；Generating a task unit for generating a follow-up task according to the target behavior breakpoint and the process progress;
所述任务下发模块具体用于：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。The task issuing module is specifically configured to: send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to The process progress begins to continue with the subsequent process.
图6是本申请一实施例提供的服务器的示意图。如图6所示，该实施例的服务器6包括：处理器60、存储器61以及存储在所述存储器61中并可在所述处理器60上运行的计算机可读指令62，例如执行上述的行为断点的跟进处理方法的程序。所述处理器60执行所述计算机可读指令62时实现上述各个行为断点的跟进处理方法实施例中的步骤，例如图1所示的步骤101至106。或者，所述处理器60执行所述计算机可读指令62时实现上述各装置实施例中各模块/单元的功能，例如图5所示模块501至506的功能。FIG. 6 is a schematic diagram of a server according to an embodiment of the present application. As shown in FIG. 6, the server 6 of this embodiment includes a processor 60, a memory 61, and computer readable instructions 62 stored in the memory 61 and operable on the processor 60, for example, performing the above-described behavior. The procedure for the follow-up processing method of the breakpoint. The processor 60 executes the steps in the embodiment of the follow-up processing method for each of the behavior breakpoints when the computer readable instructions 62 are executed, such as steps 101 through 106 shown in FIG. Alternatively, the processor 60, when executing the computer readable instructions 62, implements the functions of the various modules/units in the various apparatus embodiments described above, such as the functions of the modules 501 through 506 shown in FIG.
示例性的，所述计算机可读指令62可以被分割成一个或多个模块/单元，所述一个或者多个模块/单元被存储在所述存储器61中，并由所述处理器60执行，以完成本申请。所述一个或多个模块/单元可以是能够完成特定功能的一系列计算机可读指令指令段，该指令段用于描述所述计算机可读指令62在所述服务器6中的执行过程。Illustratively, the computer readable instructions 62 may be partitioned into one or more modules/units that are stored in the memory 61 and executed by the processor 60, To complete this application. The one or more modules/units may be a series of computer readable instruction instruction segments capable of performing a particular function, the instruction segments being used to describe the execution of the computer readable instructions 62 in the server 6.
所述服务器6可以是本地服务器、云端服务器等计算设备。所述服务器可包括，但不仅限于，处理器60、存储器61。本领域技术人员可以理解，图6仅仅是服务器6的示例，并不构成对服务器6的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件，例如所述服务器还可以包括输入输出设备、网络接入设备、总线等。The server 6 can be a computing device such as a local server or a cloud server. The server may include, but is not limited to, a processor 60, a memory 61. It will be understood by those skilled in the art that FIG. 6 is merely an example of the server 6, and does not constitute a limitation to the server 6, and may include more or less components than those illustrated, or some components may be combined, or different components, such as The server may also include an input and output device, a network access device, a bus, and the like.
所述处理器60可以是中央处理单元(Central Processing Unit，CPU)，还可以是其他通用处理器、数字信号处理器 (Digital Signal Processor，DSP)、专用集成电路 (Application Specific Integrated Circuit，ASIC)、现成可编程门阵列 (Field-Programmable Gate Array，FPGA) 或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。The processor 60 can be a central processing unit (Central Processing Unit, CPU), can also be other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc. The general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
所述存储器61可以是所述服务器6的内部存储单元，例如服务器6的硬盘或内存。所述存储器61也可以是所述服务器6的外部存储设备，例如所述服务器6上配备的插接式硬盘，智能存储卡（Smart Media Card, SMC），安全数字（Secure Digital, SD）卡，闪存卡（Flash Card）等。进一步地，所述存储器61还可以既包括所述服务器6的内部存储单元也包括外部存储设备。所述存储器61用于存储所述计算机可读指令以及所述服务器所需的其他程序和数据。所述存储器61还可以用于暂时地存储已经输出或者将要输出的数据。The memory 61 may be an internal storage unit of the server 6, such as a hard disk or a memory of the server 6. The memory 61 may also be an external storage device of the server 6, such as a plug-in hard disk, a smart memory card (SMC), and a secure digital (SD) card provided on the server 6. Flash card (Flash Card) and so on. Further, the memory 61 may also include both an internal storage unit of the server 6 and an external storage device. The memory 61 is for storing the computer readable instructions and other programs and data required by the server. The memory 61 can also be used to temporarily store data that has been output or is about to be output.
以上所述，以上实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围。The above embodiments are only used to explain the technical solutions of the present application, and are not limited thereto; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that they can still The technical solutions described in the embodiments are modified, or the equivalents of the technical features are replaced by the equivalents. The modifications and substitutions of the embodiments do not depart from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims (20)

  1. 一种行为断点的跟进处理方法，其特征在于，包括：A follow-up processing method for behavior breakpoints, characterized in that it comprises:
    获取平台上未处理过的目标行为断点；Obtaining unresolved target behavior breakpoints on the platform;
    若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；And if the target behavior breakpoint satisfies the preset reminding condition, sending the reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to continue from the behavior breakpoint Guidance information for the process;
    检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；Detecting whether the behavior user completes the subsequent process on the platform within a preset time;
    若检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则确定所述目标行为断点已处理完成；If the behavior is detected, the user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed;
    若未检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则根据所述目标行为断点生成跟进任务；If the behavior is not detected, the user completes the subsequent process on the platform within a preset time, and generating a follow-up task according to the target behavior breakpoint;
    将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
  2. 根据权利要求1所述的行为断点的跟进处理方法，其特征在于，所述获取平台上未处理过的目标行为断点包括：The method for processing a behavior breakpoint according to claim 1, wherein the unresolved target behavior breakpoint on the acquisition platform comprises:
    获取平台上未处理过的行为断点；Get unprocessed behavior breakpoints on the platform;
    检索所述行为断点所对应的用户在所述平台上的其它行为断点；Retrieving other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform;
    若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；If the other behavior breakpoint is on the same business process as the behavior breakpoint, selecting a behavior breakpoint with the highest process progress from the behavior breakpoint and the other behavior breakpoint;
    若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；If the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
    若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。If the selected behavior breakpoint is an unprocessed state, it is determined that the selected behavior breakpoint is the target behavior breakpoint.
  3. 根据权利要求2所述的行为断点的跟进处理方法，其特征在于，所述行为断点的跟进处理方法还包括：The method for processing a behavior breakpoint according to claim 2, wherein the follow-up processing method of the behavior breakpoint further comprises:
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    计算所述各个行为断点分别在各自对应业务流程上的进度百分比；Calculating a percentage of progress of each of the behavior breakpoints on respective business processes;
    将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；Determining, as the selected behavior breakpoint, the behavior breakpoint with the highest percentage of progress in each of the behavior breakpoints;
    或or
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    将所述各个行为断点均确定为所述选取出的行为断点。Each of the behavior breakpoints is determined as the selected behavior breakpoint.
  4. 根据权利要求3所述的行为断点的跟进处理方法，其特征在于，在计算所述各个行为断点分别在各自对应业务流程上的进度百分比之后，还包括：The method for processing a behavior breakpoint according to claim 3, wherein after calculating the progress percentage of each of the behavior breakpoints on the respective service flows, the method further comprises:
    判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比；Determine if there are other progress percentages within the preset range of the maximum progress percentage;
    若不存在，则执行所述将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点的步骤；If not, performing the step of determining, as the selected behavior breakpoint, the behavior breakpoint that maximizes the percentage of progress in the respective behavior breakpoints;
    若存在，则获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级，然后将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。If yes, obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage, and then perform a behavior breakpoint with the highest process progress on the business process with the highest preset priority Determined to be the selected behavior breakpoint.
  5. 根据权利要求1至4中任一项所述的行为断点的跟进处理方法，其特征在于，所述根据所述目标行为断点生成跟进任务包括：The method for processing a behavior breakpoint according to any one of claims 1 to 4, wherein the generating a follow-up task according to the target behavior breakpoint comprises:
    获取所述行为用户在所述后续流程上的流程进度；Obtaining the progress of the behavior of the behavior user on the subsequent process;
    根据所述目标行为断点和所述流程进度生成跟进任务；Generating a follow-up task according to the target behavior breakpoint and the process progress;
    所述将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程具体为：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。And sending the generated follow-up task to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guiding the behavior user to complete the subsequent process, specifically: The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to continue to complete the subsequent process from the process progress. .
  6. 一种行为断点的跟进处理装置，其特征在于，包括：A follow-up processing device for behavior breakpoints, comprising:
    目标断点获取模块，用于获取平台上未处理过的目标行为断点；a target breakpoint acquisition module for acquiring an unprocessed target behavior breakpoint on the platform;
    提醒模块，用于若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；a reminding module, configured to send reminder information to a behavior user corresponding to the target behavior breakpoint if the target behavior breakpoint satisfies a preset reminding condition, where the reminding information includes guiding the behavior user from the behavior Guidance information for continuing the follow-up process at the breakpoint;
    流程检测模块，用于检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；a process detection module, configured to detect whether the behavior user completes the subsequent process on the platform within a preset time;
    确定完成模块，用于若所述流程检测模块503的检测结果为是，则确定所述目标行为断点已处理完成；Determining a completion module, if the detection result of the process detection module 503 is YES, determining that the target behavior breakpoint has been processed;
    任务生成模块，用于若所述流程检测模块503的检测结果为否，则根据所述目标行为断点生成跟进任务；a task generating module, configured to generate a follow-up task according to the target behavior breakpoint if the detection result of the flow detection module 503 is negative;
    任务下发模块，用于将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。a task issuing module, configured to send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the follow-up Process.
  7. 根据权利要求6所述的跟进处理装置，其特征在于，所述目标断点获取模块，包括：The follow-up processing device according to claim 6, wherein the target breakpoint acquisition module comprises:
    行为断点获取单元，用于获取平台上未处理过的行为断点；a behavior breakpoint acquisition unit for acquiring unprocessed behavior breakpoints on the platform;
    其他断点检索单元，用于检索所述行为断点所对应的用户在所述平台上的其它行为断点；And another breakpoint retrieval unit, configured to retrieve other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform;
    断点选取单元，用于若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；a breakpoint selection unit, configured to select a behavior with the highest progress of the process from the behavior breakpoint and the other behavior breakpoints if the other behavior breakpoint is on the same business process as the behavior breakpoint Breakpoint
    不处理单元，用于若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；The unit is not processed, and if the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
    目标断点确定单元，用于若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。The target breakpoint determining unit is configured to determine, if the selected behavior breakpoint is an unprocessed state, determine the selected behavior breakpoint as the target behavior breakpoint.
  8. 根据权利要求7所述的跟进处理装置，其特征在于，所述行为断点的跟进处理装置还包括：The following processing device according to claim 7, wherein the follow-up processing device of the behavior breakpoint further comprises:
    第一选取子单元，用于若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；a first selecting sub-unit, configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
    进度计算子单元，用于计算所述各个行为断点分别在各自对应业务流程上的进度百分比；a progress calculation sub-unit, configured to calculate a progress percentage of each of the behavior breakpoints on respective corresponding business processes;
    第一断点确定子单元，用于将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；a first breakpoint determining subunit, configured to determine, as the selected behavior breakpoint, a behavior breakpoint having a maximum percentage of progress among the respective behavior breakpoints;
    或or
    第二选取子单元，用于若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；a second selecting sub-unit, configured to select, when the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively selecting the process progress on the two or more business processes Various behavior breakpoints;
    第二断点确定子单元，用于将所述各个行为断点均确定为所述选取出的行为断点。The second breakpoint determining subunit is configured to determine each of the behavior breakpoints as the selected behavior breakpoint.
  9. 根据权利要求8所述的跟进处理装置，其特征在于，所述行为断点的跟进处理装置还包括：The following processing device according to claim 8, wherein the follow-up processing device of the behavior breakpoint further comprises:
    进度判断模块，用于判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比；a progress judging module, configured to determine whether there is another progress percentage within a preset amplitude range of the maximum progress percentage;
    触发模块，用于若所述进度判断模块的判断结果为否，则执行所述第一断点确定子单元；a triggering module, configured to execute the first breakpoint determining subunit if the judgment result of the progress judging module is no;
    优先断点选取模块，用于若所述进度判断模块的判断结果为是，则获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级，然后将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。a priority break selection module, configured to obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage if the determination result of the progress determination module is yes, and then The behavioral breakpoint with the highest progress of the process on the highest priority business process is determined as the selected behavior breakpoint.
  10. 根据权利要求6至9中任一项所述的跟进处理装置，其特征在于，所述任务生成模块，包括：The follow-up processing device according to any one of claims 6 to 9, wherein the task generating module comprises:
    流程进度获取单元，用于获取所述行为用户在所述后续流程上的流程进度；a process progress obtaining unit, configured to obtain a process progress of the behavior user on the subsequent process;
    生成任务单元，用于根据所述目标行为断点和所述流程进度生成跟进任务；Generating a task unit for generating a follow-up task according to the target behavior breakpoint and the process progress;
    所述任务下发模块具体用于：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。The task issuing module is specifically configured to: send the generated follow-up task to a sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to The process progress begins to continue with the subsequent process.
  11. 一种终端设备，其特征在于，所述终端设备包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：A terminal device, comprising: a memory, a processor, and computer readable instructions stored in the memory and executable on the processor, the processor executing the computer readable The following steps are implemented when the instruction is executed:
    获取平台上未处理过的目标行为断点；Obtaining unresolved target behavior breakpoints on the platform;
    若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；And if the target behavior breakpoint satisfies the preset reminding condition, sending the reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to continue from the behavior breakpoint Guidance information for the process;
    检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；Detecting whether the behavior user completes the subsequent process on the platform within a preset time;
    若检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则确定所述目标行为断点已处理完成；If the behavior is detected, the user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed;
    若未检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则根据所述目标行为断点生成跟进任务；If the behavior is not detected, the user completes the subsequent process on the platform within a preset time, and generating a follow-up task according to the target behavior breakpoint;
    将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
  12. 根据权利要求11所述的终端设备，其特征在于，其特征在于，所述获取平台上未处理过的目标行为断点包括：The terminal device according to claim 11, wherein the target behavior breakpoints that are not processed on the acquisition platform include:
    获取平台上未处理过的行为断点；Get unprocessed behavior breakpoints on the platform;
    检索所述行为断点所对应的用户在所述平台上的其它行为断点；Retrieving other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform;
    若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；If the other behavior breakpoint is on the same business process as the behavior breakpoint, selecting a behavior breakpoint with the highest process progress from the behavior breakpoint and the other behavior breakpoint;
    若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；If the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
    若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。If the selected behavior breakpoint is an unprocessed state, it is determined that the selected behavior breakpoint is the target behavior breakpoint.
  13. 根据权利要求12所述的终端设备，其特征在于，其特征在于，所述处理器执行所述计算机可读指令时还实现如下步骤：The terminal device according to claim 12, wherein the processor further implements the following steps when the computer readable instructions are executed:
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    计算所述各个行为断点分别在各自对应业务流程上的进度百分比；Calculating a percentage of progress of each of the behavior breakpoints on respective business processes;
    将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；Determining, as the selected behavior breakpoint, the behavior breakpoint with the highest percentage of progress in each of the behavior breakpoints;
    或or
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    将所述各个行为断点均确定为所述选取出的行为断点。Each of the behavior breakpoints is determined as the selected behavior breakpoint.
  14. 根据权利要求13所述的终端设备，其特征在于，在计算所述各个行为断点分别在各自对应业务流程上的进度百分比之后，还包括：The terminal device according to claim 13, wherein after calculating the progress percentages of the respective behavior breakpoints on the respective corresponding business processes, the method further comprises:
    判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比；Determine if there are other progress percentages within the preset range of the maximum progress percentage;
    若不存在，则执行所述将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点的步骤；If not, performing the step of determining, as the selected behavior breakpoint, the behavior breakpoint that maximizes the percentage of progress in the respective behavior breakpoints;
    若存在，则获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级，然后将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。If yes, obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage, and then perform a behavior breakpoint with the highest process progress on the business process with the highest preset priority Determined to be the selected behavior breakpoint.
  15. 根据权利要求11-14任一项所述的终端设备，其特征在于，所述根据所述目标行为断点生成跟进任务包括：The terminal device according to any one of claims 11 to 14, wherein the generating a follow-up task according to the target behavior breakpoint comprises:
    获取所述行为用户在所述后续流程上的流程进度；Obtaining the progress of the behavior of the behavior user on the subsequent process;
    根据所述目标行为断点和所述流程进度生成跟进任务；Generating a follow-up task according to the target behavior breakpoint and the process progress;
    所述将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程具体为：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。And sending the generated follow-up task to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guiding the behavior user to complete the subsequent process, specifically: The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to continue to complete the subsequent process from the process progress. .
  16. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，其特征在于，所述计算机可读指令被处理器执行时实现如下步骤：A computer readable storage medium storing computer readable instructions, wherein the computer readable instructions, when executed by a processor, implement the following steps:
    获取平台上未处理过的目标行为断点；Obtaining unresolved target behavior breakpoints on the platform;
    若所述目标行为断点满足预设的提醒条件，则向所述目标行为断点所对应的行为用户发送提醒信息，所述提醒信息包括引导所述行为用户从所述行为断点处继续后续流程的指导性信息；And if the target behavior breakpoint satisfies the preset reminding condition, sending the reminding information to the behavior user corresponding to the target behavior breakpoint, where the reminding information includes guiding the behavior user to continue from the behavior breakpoint Guidance information for the process;
    检测所述行为用户是否在预设时间内在所述平台上完成所述后续流程；Detecting whether the behavior user completes the subsequent process on the platform within a preset time;
    若检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则确定所述目标行为断点已处理完成；If the behavior is detected, the user completes the subsequent process on the platform within a preset time, determining that the target behavior breakpoint has been processed;
    若未检测到所述行为用户在预设时间内在所述平台上完成所述后续流程，则根据所述目标行为断点生成跟进任务；If the behavior is not detected, the user completes the subsequent process on the platform within a preset time, and generating a follow-up task according to the target behavior breakpoint;
    将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程。The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to complete the subsequent process.
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述获取平台上未处理过的目标行为断点包括：The computer readable storage medium of claim 16, wherein the unresolved target behavior breakpoints on the acquisition platform comprise:
    获取平台上未处理过的行为断点；Get unprocessed behavior breakpoints on the platform;
    检索所述行为断点所对应的用户在所述平台上的其它行为断点；Retrieving other behavior breakpoints of the user corresponding to the behavior breakpoint on the platform;
    若所述其它行为断点与所述行为断点处于相同的业务流程上，则从所述行为断点和所述其它行为断点中选取流程进度最靠前的行为断点；If the other behavior breakpoint is on the same business process as the behavior breakpoint, selecting a behavior breakpoint with the highest process progress from the behavior breakpoint and the other behavior breakpoint;
    若选取出的行为断点为已处理完成的状态，则不处理所述行为断点；If the selected behavior breakpoint is a state that has been processed, the behavior breakpoint is not processed;
    若选取出的行为断点为未处理的状态，则确定选取出的行为断点为所述目标行为断点。If the selected behavior breakpoint is an unprocessed state, it is determined that the selected behavior breakpoint is the target behavior breakpoint.
  18. 根据权利要求17所述的计算机可读存储介质，其特征在于，所述计算机可读指令被处理器执行时还实现如下步骤：The computer readable storage medium of claim 17, wherein the computer readable instructions are further executed by the processor to:
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    计算所述各个行为断点分别在各自对应业务流程上的进度百分比；Calculating a percentage of progress of each of the behavior breakpoints on respective business processes;
    将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点；Determining, as the selected behavior breakpoint, the behavior breakpoint with the highest percentage of progress in each of the behavior breakpoints;
    或or
    若所述其它行为断点与所述行为断点分别处于两条以上的业务流程上，则分别选取在所述两条以上的业务流程上流程进度最靠前的各个行为断点；If the other behavior breakpoints and the behavior breakpoints are respectively on more than two business processes, respectively, selecting each behavior breakpoint that is at the top of the process progress on the two or more business processes;
    将所述各个行为断点均确定为所述选取出的行为断点。Each of the behavior breakpoints is determined as the selected behavior breakpoint.
  19. 根据权利要求18所述的计算机可读存储介质，其特征在于，在计算所述各个行为断点分别在各自对应业务流程上的进度百分比之后，还包括：The computer readable storage medium according to claim 18, further comprising: after calculating the progress percentages of the respective behavior breakpoints on respective corresponding business processes, further comprising:
    判断在最大的进度百分比的预设幅度范围内是否存在其它的进度百分比；Determine if there are other progress percentages within the preset range of the maximum progress percentage;
    若不存在，则执行所述将所述各个行为断点中进度百分比最大的行为断点确定为所述选取出的行为断点的步骤；If not, performing the step of determining, as the selected behavior breakpoint, the behavior breakpoint that maximizes the percentage of progress in the respective behavior breakpoints;
    若存在，则获取所述最大的进度百分比和所述其它的进度百分比所对应的业务流程的预设优先级，然后将在预设优先级最高的业务流程上流程进度最靠前的行为断点确定为所述选取出的行为断点。If yes, obtain a preset priority of the business process corresponding to the maximum progress percentage and the other progress percentage, and then perform a behavior breakpoint with the highest process progress on the business process with the highest preset priority Determined to be the selected behavior breakpoint.
  20. 根据权利要求16-19任一项所述的计算机可读存储介质，其特征在于，所述根据所述目标行为断点生成跟进任务包括：The computer readable storage medium according to any one of claims 16 to 19, wherein the generating a follow-up task according to the target behavior breakpoint comprises:
    获取所述行为用户在所述后续流程上的流程进度；Obtaining the progress of the behavior of the behavior user on the subsequent process;
    根据所述目标行为断点和所述流程进度生成跟进任务；Generating a follow-up task according to the target behavior breakpoint and the process progress;
    所述将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户完成所述后续流程具体为：将生成的所述跟进任务下发给销售坐席，以使所述销售坐席根据所述跟进任务与所述行为用户联系，并指导所述行为用户从所述流程进度开始继续完成所述后续流程。And sending the generated follow-up task to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guiding the behavior user to complete the subsequent process, specifically: The generated follow-up task is sent to the sales agent, so that the sales agent contacts the behavior user according to the follow-up task, and guides the behavior user to continue to complete the subsequent process from the process progress. .
PCT/CN2018/074866 2017-10-12 2018-01-31 Behavior breakpoint follow-up processing method, storage medium, and server WO2019071883A1 (en)

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