WO2019140739A1 - 客户回访的判断方法、电子装置及计算机可读存储介质 - Google Patents

客户回访的判断方法、电子装置及计算机可读存储介质 Download PDF

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Publication number
WO2019140739A1
WO2019140739A1 PCT/CN2018/077373 CN2018077373W WO2019140739A1 WO 2019140739 A1 WO2019140739 A1 WO 2019140739A1 CN 2018077373 W CN2018077373 W CN 2018077373W WO 2019140739 A1 WO2019140739 A1 WO 2019140739A1
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customer
event information
point
generated
breakpoint
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PCT/CN2018/077373
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English (en)
French (fr)
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谢富华
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平安科技（深圳）有限公司
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    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • 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
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance

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  • the present application relates to the field of buried point technology, and relates to a method for judging customer return visit, an electronic device, and a computer readable storage medium.
  • the technical problem to be solved by the present application is to overcome the prior art when the customer encounters difficulties when operating the APP, causing the customer to lose the situation, and a method for determining the return visit of the customer, the electronic device and the computer readable storage medium are proposed. Appropriate return visit intervention to help customers solve problems in a timely manner to maximize customer retention and enhance customer experience.
  • a method for judging a customer's return visit includes the following steps:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence;
  • start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if yes, delete the corresponding start event information and complete the event information, and then end;
  • An electronic device includes a memory and a processor, wherein the memory stores a judgment system of a customer return visit that can be executed by the processor, and the judgment system of the customer return visit includes:
  • a burying point is set on the APP page, and the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the The end class burying points are set on the APP page in a one-to-one correspondence manner;
  • a recording module configured to record start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • a judging module configured to determine, in a preset time interval, whether there is completion event information generated after the end type embedding point corresponding to the triggered start type embedding point is triggered, where the completion event information includes a buried point name, a client Phone number, device number, trigger time, and customer number;
  • the breakpoint generation sending module is configured to generate a breakpoint generated when a completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is received within a preset time interval, and Sending the generated breakpoint information to the customer service system.
  • a computer readable storage medium having stored therein a customer return visit determination system, the customer return visit determination system being executable by at least one processor to cause the at least one processor to execute the following step:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence;
  • start event information generated after the start type buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number;
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if yes, delete the corresponding start event information and complete the event information, and then end;
  • the positive progress of the application is that the application buryes the points on some specific APP pages, and when the customers encounter difficulties in the operation of the APP pages, the burying points can be triggered to form a breakpoint and sent to the customer service system, so that After the customer service personnel know the information through the customer service system, they can return to the customer in time to help the customer solve the problem and improve the customer experience, so as to avoid the loss of the customer due to problems caused by the APP operation.
  • FIG. 1 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • FIG. 2 is a schematic diagram showing a program module of a first embodiment of a system for determining a customer's return visit in the electronic device of the present application;
  • FIG. 3 is a schematic diagram showing a program module of a second embodiment of a system for determining a customer's return visit in the electronic device of the present application;
  • FIG. 4 is a flowchart showing Embodiment 1 of a method for determining a return visit of a client of the present application
  • FIG. 5 is a flowchart of Embodiment 2 of a method for judging a customer return visit of the present application
  • FIG. 6 is a flowchart of Embodiment 3 of a method for determining a customer return visit of the present application
  • FIG. 7 is a flow chart showing the determination of whether a breakpoint is generated in the fourth embodiment of the method for determining the return visit of the client of the present application.
  • the present application proposes an electronic device.
  • the electronic device 2 is an apparatus capable of automatically performing numerical calculation and/or information processing in accordance with an instruction set or stored in advance.
  • the electronic device 2 can be a smartphone, a tablet, a laptop, a desktop computer, a rack server, a blade server, a tower server, or a rack server (including a stand-alone server, or a server cluster composed of multiple servers).
  • the electronic device 2 includes at least, but not limited to, a memory system 21, a processor 22, a network interface 23, and a customer return visit determination system 20 that can communicate with each other via a system bus. among them:
  • the memory 21 includes at least one type of computer readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), a random access memory (RAM), Static Random Access Memory (SRAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), Programmable Read Only Memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • the memory 21 may be an internal storage unit of the electronic device 2, such as a hard disk or a memory of the electronic device 2.
  • the memory 21 may also be an external storage device of the electronic device 2, such as a plug-in hard disk equipped on the electronic device 2, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both the internal storage unit of the electronic device 2 and its external storage device.
  • the memory 21 is generally used to store an operating system installed in the electronic device 2 and various types of application software, such as program codes of the judgment system 20 of the customer return visit. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is typically used to control the overall operation of the electronic device 2, such as performing control and processing associated with data interaction or communication with the electronic device 2.
  • the processor 22 is configured to run the program code or the processing data stored in the memory 21, for example, the judgment system 20 that runs the customer return visit.
  • the network interface 23 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the electronic device 2 and other electronic devices.
  • the network interface 23 is configured to connect the electronic device 2 to an external terminal through a network, establish a data transmission channel, a communication connection, and the like between the electronic device 2 and an external terminal.
  • the network may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, or a 5G network.
  • Wireless or wired networks such as network, Bluetooth, Wi-Fi, etc.
  • FIG. 1 only shows the electronic device 2 with the components 21-23, but it should be understood that not all illustrated components are required to be implemented, and more or fewer components may be implemented instead.
  • the customer return visit determination system 20 stored in the memory 21 may be divided into one or more program modules, the one or more program modules being stored in the memory 21, and may be one or A plurality of processors (this embodiment is processor 22) are executed to complete the application.
  • FIG. 2 is a schematic diagram of a program module of the first embodiment of the customer returning system.
  • the customer returning judgment system 20 can be divided into an APP page 201, a recording module 202, and a judgment.
  • the module 203 and the breakpoint generate the delivery module 204. The following description will specifically describe the specific functions of the program modules 201-204.
  • a burying point is set on the APP page 201, and the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence.
  • the buried point is actually data collection, mainly used for event statistics.
  • the events are custom events, such as registration failure, query failure, and the like.
  • the start class burying point is set on the registration failure page, and the corresponding end class burying point is set on the registration success page; or the start class burying point is set on the query failure page, and the Query Success page is set and The corresponding end class burying point; the correspondence between the starting class burial point and the ending class burying point is identified by the burial point name.
  • the burying point is specifically implemented by adding a statistical code to the code of the APP page, and triggering the burying point and generating corresponding event information when the statistic code is executed.
  • the recording module 202 is configured to record start event information generated after the start type of the buried point is triggered, where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number.
  • the determining module 203 is configured to determine, after a preset time interval, whether there is completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered, and the completion event information includes a buried point name. , customer's phone number, device number, trigger time, and customer number.
  • the breakpoint generation and delivery module 204 is configured to generate a breakpoint generated when a completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is received within a preset time interval. And sending the information that generates the breakpoint to the customer service system.
  • the registration failure and the registration success are buried in advance, and the registration failure is the start type burying point, and the registration success is the corresponding end class burying point.
  • the client opens the APP page to perform the operation of registering the account. After clicking the submit, the pop-up registration failure message triggers a start class burying point, and then the start event information is generated, and the start event information is recorded in the background.
  • the background continuously detects whether the completion event information generated after the end type buried point corresponding to the triggered start type buried point is triggered is triggered; specifically, the event information is completed and the event is started.
  • the comparison of the buried point name, the customer's telephone number, and the device number in the event information confirms whether the end type buried point triggered by the event information corresponds to the triggered start type buried point.
  • the completion event information generated after the corresponding end class is triggered is indicated, that is, the client may not complete the registration account, and the background is Generate a breakpoint of the generated class, and send the information of the breakpoint to the customer service system, and then hand it over to the customer service. For example, the customer service calls back to help the customer solve the registration problem.
  • the customer performs the second registration after the registration fails. Assuming that the second registration is successful, the end class burying point is triggered to generate the completion event information, and if the end class burying point is triggered, the time distance is opposite. If the corresponding start type is not triggered by the preset time interval, the customer is determined to solve the problem, and the generated breakpoint is not generated and sent to the customer service system.
  • FIG. 3 is a schematic diagram of a program module of the second embodiment of the customer returning system.
  • the customer returning judgment system 20 can also be divided into an APP page 201 and a recording module 202.
  • the modules 201-204 are the same as the foregoing first embodiment, and are not described herein again.
  • the bullet frame identification module 205 is configured to determine whether a selection bullet box is generated after the start type embedding point is triggered, and the selection bullet box is provided with a plurality of options, and the options include manual customer service, smart customer service, and unnecessary.
  • the specific options here are generally referred to, as the understanding of similar options are included in the scope of protection of this application, that is, the "manual customer service” option does not mean that the display content of the option must be these four words, as long as similar to manual customer service The meaning of the other options is the same as the "manual customer service” option.
  • the option receiving determination module 206 is configured to receive and determine an option selected by the client after generating the selection box.
  • the breakpoint generation distribution module 207 is configured to generate a generated class breakpoint according to the option selected by the client, and send the information of the generated breakpoint to the customer service system corresponding to the option.
  • the selection frame is set.
  • the background will immediately generate a generation breakpoint, and send the generated breakpoint information to the manual customer service system, without A generation breakpoint is generated only after waiting for a preset time interval. If the customer chooses not to need it, the background will not do anything, just record the start event information generated after the start class is triggered.
  • the present application proposes a method for judging a customer's return visit.
  • the method for determining the customer return visit includes the following steps:
  • S1 setting a burying point on the APP page, where the burying point records an operation behavior of the client on the APP page, where the burying point includes a starting class burying point and a ending class burying point, the starting class burying point and the ending class Buried points are set on the APP page in a one-to-one correspondence.
  • the burying point of the webpage is actually data collection, and is mainly used for event statistics.
  • the events are custom events, such as registration failure, query failure, and the like.
  • the start class burying point is set on the registration failure page, and the corresponding end class burying point is set on the registration success page; or the start class burying point is set on the query failure page, and the Query Success page is set and The corresponding end class burying point; the correspondence between the starting class burial point and the ending class burying point is identified by the burial point name.
  • the burying point is specifically implemented by adding a statistical code to the code of the APP page, and triggering the burying point and generating corresponding event information when the statistic code is executed.
  • start event information generated after the start type buried point is triggered where the start event information includes a buried point name, a customer's phone number, a device number, a trigger time, and a customer number.
  • step S3 Determine whether the completion event information generated after the termination type burying point corresponding to the triggered start type burying point is triggered is received within a preset time interval, where the completion event information includes a burying point name, a customer's phone number The number, the device number, the trigger time, and the customer number, if not, execute step S4, and if so, delete the corresponding start event information and completion event information, and then end.
  • the generation time of the generation type breakpoint is the trigger time included in the start event information.
  • the trigger time that is, the generation time of the generated breakpoint is the time when the start type buried point is triggered.
  • the customer service system mentioned here is a general reference, which can be a manual customer service system, an intelligent customer service system, or a customer service system that may be a combination of artificial intelligence.
  • the APP developer develops the APP page, it writes some specific code.
  • the client fails to view the policy information through the APP page, the specific code will be executed, and then the start event information is sent to the background.
  • the customer views the policy information of the policy through the APP page, and the prompt for viewing the policy information fails.
  • the preset start type burying point is triggered, and then the start event information is generated, and the start time information includes the burying point.
  • the name view policy failure
  • the customer's mobile number the device number used by the customer
  • the time when the start class is triggered the customer number if there is a customer number.
  • the background receives and records the start event information, and continuously loops to detect whether the corresponding completion event information is received. If the client has not successfully viewed the policy, the corresponding time interval will not be received. The event information is completed, and the background therefore determines that the customer failed to view the policy. (Assume that the corresponding completion event information is detected in the background, the action that generates the class breakpoint is not generated, and the corresponding start event information and completion event information are deleted, which is equivalent to the occurrence of blocking breakpoint generation. event).
  • the method for determining a customer return visit includes the following steps:
  • S1-S3 is the same as the first embodiment, and details are not described herein again.
  • the background automatically releases the start event information to release the storage pressure.
  • the method for determining the customer return visit includes the following steps:
  • S1-S2 is the same as the second embodiment, and details are not described herein again.
  • step S20 Determine whether a selection bullet box is generated after the start type embedding point is triggered.
  • the selection bullet box is provided with a plurality of options, where the options include manual customer service, smart customer service, and unnecessary, if yes, step S5 is performed, otherwise Go to step S3.
  • the selection bullet box is provided with three buttons, corresponding to three options of manual customer service, intelligent customer service and no need, and the customer makes a selection by clicking a button.
  • the specific options in this application are generally referred to, as they are understood to be similar to the scope of the application, that is, the "manual customer service” option does not mean that the display content of the option must be these four words, as long as The meaning of manual customer service can be justified.
  • the protection scope of other options is the same as the "manual customer service” option.
  • S3-S4 is the same as the second embodiment, and details are not described herein again.
  • step S5 receiving and judging the option selected by the customer, if the option is smart customer service, performing step S6, if the option is manual customer service, executing step S7, if the option is not needed, directly ending;
  • the selection box is displayed, and the customer clicks the “manual customer service” button.
  • the background immediately generates a breakpoint and sends the breakpoint information to the manual customer service system, unlike the embodiment.
  • a breakpoint is generated, which is equivalent to selecting a manual customer service at the customer. Will be treated first;
  • the operation is the same as clicking the "manual customer service” button. Only the system that generates the breakpoint is different. After selecting the smart customer service, the information generating the breakpoint will be sent to the intelligent customer service. , the customer service is returned by the intelligent customer service.
  • the step S3 specifically includes the following sub-steps:
  • step S31 cyclically detecting whether the completion event information generated after the termination type buried point is triggered is received according to a preset detection time interval, if yes, step S32 is performed, otherwise step S33 is performed;
  • step S33 Determine whether the time interval from the trigger time included in the start event information to the current time is greater than the preset time interval. If yes, execute step S4, if otherwise, perform step S31.
  • the background continuously monitors whether the completion event information generated after the end type buried point is triggered is continuously cycled according to the preset detection time interval.
  • the background will not perform any operation; if it is not corresponding, and has not detected and started within the preset time interval If the event information corresponds to the completion event information, it is considered that the customer fails to view the policy information, and the background generation breakpoint is sent to the customer service system, waiting for the customer to perform the intervention processing.
  • the present application is a computer readable storage medium in which a customer return visit judgment system 20 is stored, and the customer return visit judgment system 20 can be executed by one or more processors to implement the above-mentioned customer return visit.
  • the method of judging or the operation of the electronic device is a computer readable storage medium in which a customer return visit judgment system 20 is stored, and the customer return visit judgment system 20 can be executed by one or more processors to implement the above-mentioned customer return visit. The method of judging or the operation of the electronic device.

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Abstract

本申请公开了一种客户回访的判断方法、电子装置及计算机可读存储介质，属于埋点技术领域。一种客户回访的判断方法，包括如下步骤：S1、在 APP 页面上设置埋点，用于记录客户在 APP 页面上的操作行为；S2、记录所述开始类埋点被触发后产生的开始事件信息；S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，若没有则执行步骤 S4，若有则直接结束；S4、生成产生类断点发送至客服***。本申请通过在一些特定的 APP 页面上进行埋点，使得当客户 APP 页面操作遇到困难时客服人员能及时回访客户，帮助其解决问题，以避免客户因 APP 操作产生问题而流失的情况发生。

Description

客户回访的判断方法、电子装置及计算机可读存储介质
本申请申明享有2018年1月16日递交的申请号为201810042636.0、名称为“客户回访的判断方法、电子装置及计算机可读存储介质”的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。
技术领域
本申请涉及埋点技术领域，涉及一种客户回访的判断方法、电子装置及计算机可读存储介质。
背景技术
随着互联网的飞速发展，各种APP的使用十分广泛。
但是客户在操作APP时，经常会遇到各种各样的问题；比如：注册多次失败；查看保单多次失败；提交了订单几天都未进行付款等等。出现这样的情况，对公司来说可能丢失一部分客户，效益也可能受到影响，如果遇到这些问题时，可以尽快由坐席回访进行干预，可以最大程度地保留一部分客户。然而也有些客户在操作前端APP的时候，遇到一些问题，但并不需要或者不喜欢坐席回访服务，如果一味采用坐席回访进行干预，又会让客户感觉被骚扰，客户体验不佳。
发明内容
本申请要解决的技术问题是为了克服现有技术中当客户操作APP时遇到困难导致客户流失的情况发生时，提出了一种客户回访的判断方法、电子装置及计算机可读存储介质，通过适当的回访干预，帮助客户及时解决问题，以最大程度地保留客户，提高客户体验。
本申请是通过下述技术方案来解决上述技术问题：
一种客户回访的判断方法，包括如下步骤：
S1、在APP页面上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
S2、记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号，若没有则执行步骤S4，若有则删除对应的开始事件信息和完成事件信息后结束；
S4、生成产生类断点，并将所述产生类断点的信息发送至客服***。
一种电子装置，包括存储器和处理器，所述存储器上存储有可被所述处理器执行的客户回访的判断***，所述客户回访的判断***包括：
APP页面，所述APP页面上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
记录模块，用于记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
判断模块，用于判断在预设的时间间隔内是否有与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
断点生成下发模块，用于在预设的时间间隔内接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息时，生成产生类断点，并将所述产生类断点的信息发送至客服***。
一种计算机可读存储介质，所述计算机可读存储介质内存储有客户回访的判断***，所述客户回访的判断***可被至少一个处理器所执行，以使所述至少一个处理器执行以下步骤：
S1、在APP页面上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
S2、记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号，若没有则执行步骤S4，若有则删除对应的开始事件信息和完成事件信息后结束；
S4、生成产生类断点，并将所述产生类断点的信息发送至客服***。
本申请的积极进步效果在于：本申请通过在一些特定的APP页面上进行埋点，当客户在这些APP页面上操作遇到困难时可以触发这些埋点以形成断点下发到客服***，使得客服人员通过客服***得知这些信息后，能及时回访客户，帮助客户解决问题，提高客户体验，以避免客户因APP操作产生问题而流失的情况发生。
附图说明
图1示出了本申请电子装置一实施例的硬件架构示意图；
图2示出了本申请电子装置中客户回访的判断***第一实施例的程序模块示意图；
图3示出了本申请电子装置中客户回访的判断***第二实施例的程序模块示意图；
图4示出了本申请客户回访的判断方法实施例一的流程图；
图5示出了本申请客户回访的判断方法实施例二的流程图；
图6示出了本申请客户回访的判断方法实施例三的流程图；
图7示出了本申请客户回访的判断方法实施例四中关于判断是否需要生成产生类断点的流程图。
具体实施方式
下面通过实施例的方式进一步说明本申请，但并不因此将本申请限制在所述的实施例范围之中。
首先，本申请提出了一种电子装置。
参阅图1所示，是本申请电子装置一实施例的硬件架构示意图。本实施例中，所述电子装置2是一种能够按照事先设定或者存储的指令，自动进行数值计算和/或信息处理的设备。例如，可以是智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。如图所示，所述电子装置2至少包括，但不限于，可通过***总线相互通信连接存储器21、处理器22、网络接口23、以及客户回访的判断***20。其中：
所述存储器21至少包括一种类型的计算机可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器21可以是所述电子装置2的内部存储单元，例如该电子装置2的硬盘或内存。在另一些实施例中，所述存储器21也可以是所述电子装置2的外部存储设备，例如该电子装置2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。当然，所述存储器21还可以既包括所述电子装置2的内部存储单元也包括其外部存储设备。本实施例中，所述存储器21通常用于存储安装于所述电子装置2的操作***和各类应用软件，例如所述客户回访的判断***20的程序代码等。此外，所述存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制所述电子装置2的总体操作，例如执行与所述电子装置2进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器22用于运行所述存储器21中存储的程序代码或者处理数据，例如运行所述的客户回访的判断***20等。
所述网络接口23可包括无线网络接口或有线网络接口，该网络接口23通常用于在所述电子装置2与其他电子装置之间建立通信连接。例如，所述网络接口23用于通过网络将所述电子装置2与外部终端相连，在所述电子装置2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯***(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
需要指出的是，图1仅示出了具有组件21-23的电子装置2，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
在本实施例中，存储于存储器21中的所述客户回访的判断***20可以被分割为一个或者多个程序模块，所述一个或者多个程序模块被存储于存储 器21中，并可由一个或多个处理器(本实施例为处理器22)所执行，以完成本申请。
例如，图2示出了所述客户回访的判断***20第一实施例的程序模块示意图，该实施例中，所述客户回访的判断***20可以被分割为APP页面201、记录模块202、判断模块203和断点生成下发模块204。以下描述将具体介绍所述程序模块201-204的具体功能。
所述APP页面201上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上。
所述埋点实际就是数据采集，主要用于事件统计，此处的事件为自定义事件，比如注册失败、查询失败等。具体地，在注册失败页面上设置开始类埋点，在注册成功页面上设置与之相对应的结束类埋点；又或者在查询失败页面上设置开始类埋点，在查询成功页面上设置与之相对应的结束类埋点；开始类埋点与结束类埋点的对应关系通过埋点名称来识别。
所述埋点具体采用在APP页面的代码中加入统计代码的方式实现，当统计代码被执行时触发所述埋点并产生的相应的事件信息。
所述记录模块202用于记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号。
所述判断模块203用于判断在预设的时间间隔内是否有与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号。
所述断点生成下发模块204用于在预设的时间间隔内接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息时，生成产生类断点，并将所述产生类断点的信息发送至客服***。
下面以客户在APP页面上注册账号发送注册失败为例做具体说明：
1、在制作APP页面时，事先针对注册失败和注册成功进行埋点，所述注册失败为开始类埋点，所述注册成功则为与之相对应的结束类埋点。
2、客户打开APP页面进行注册账号的操作，在点击提交后弹出注册失败的字样触发了一个开始类埋点，随即产生了开始事件信息，该开始事件信息会被后台记录下来。
3、从开始类埋点被触发之时起，后台不断检测是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息；具体通过完成事件信息和开始事件信息中的埋点名称、客户的电话号码、设备号等比较确认所触发的结束类埋点是否与所触发的开始类埋点相对应。
4、当自开始类埋点被触发之时起经过预设的时间间隔仍然没有接受到相对应的结束类埋点被触发后产生的完成事件信息，即表示可客户没有完成注册账户，后台就生成产生类断点，并将该断点的信息下发到客服***中，交由客服处理，比如客服通过电话回访帮客户解决注册问题。
当然，也有可能客户在注册失败后进行了第二次注册，假设第二次注册成功了，就会触发结束类埋点进而产生完成事件信息，如果结束类埋点被触发的时间距离与之相对应的开始类埋点被触发的时间不超过预设的时间间隔，则判断客户自己解决了问题，进而不会生成产生类断点下发到客服***中。
又例如，图3示出了所述客户回访的判断***20第二实施例的程序模块示意图，该实施例中，所述客户回访的判断***20还可以被分割为APP页面201、记录模块202、判断模块203、断点生成下发模块204、弹框识别模块205、选项接收判断模块206和断点生成分发模块207。
其中，模块201-204同前述第一实施例，此处不再赘述。
所述弹框识别模块205用于判断所述开始类埋点被触发后是否产生选择弹框，所述选择弹框上设有若干选项，所述选项包括人工客服、智能客服和 不需要。这里的具体选项内容为泛指，因理解为类似的选项都包括在本申请的保护范围之内，即“人工客服”选项并不是指选项的显示内容一定是这四个字，只要类似人工客服的意思即可，其他选项的保护范围同“人工客服”选项。
所述选项接收判断模块206用于在产生选择弹框后，接收并判断客户选择的选项。
所述断点生成分发模块207用于根据客户选择的选项生成产生类断点，并将所述产生类断点的信息发送至与所述选项相对应的客服***。
由于有些客户在发生问题觉得自己能够解决，无需客服帮助，也有些客户在发生问题后想立即寻求客服帮助，因而在某些开始类埋点被触发后设置了选择弹框。
接上例，假设客户在注册失败后出现了选择弹框，而客户选择了人工服务，则后台会立即生成产生类断点，并将所述产生类断点的信息发送至人工客服***，无需继续等待预设的时间间隔后才生成产生类断点。而如果客户选择了不需要，则后台不会进行任何操作，仅仅只是记录下开始类埋点被触发后生成的开始事件信息。
其次，本申请提出一种客户回访的判断方法。
在实施例一中，如图4所示，所述的客户回访的判断方法包括如下步骤：
S1、在APP页面上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上。
所述网页埋点实际就是数据采集，主要用于事件统计，此处的事件为自定义事件，比如注册失败、查询失败等。具体地，在注册失败页面上设置开始类埋点，在注册成功页面上设置与之相对应的结束类埋点；又或者在查询失败页面上设置开始类埋点，在查询成功页面上设置与之相对应的结束类埋 点；开始类埋点与结束类埋点的对应关系通过埋点名称来识别。
所述埋点具体采用在APP页面的代码中加入统计代码的方式实现，当统计代码被执行时触发所述埋点并产生的相应的事件信息。
S2、记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号。
S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号，若没有则执行步骤S4，若有则删除对应的开始事件信息和完成事件信息后结束。
S4、生成产生类断点，并将所述产生类断点的信息发送至客服***。
具体地，所述产生类断点的生成时间为所述开始事件信息中包含的所述触发时间。换言之，虽然产生类断点的实际生成时间在所述开始事件信息生成之后，具体为预设的时间间隔经过之后，但最终需要将产生类断点的生成时间修正为所述开始事件信息中包括的所述触发时间，即产生类断点的生成时间为开始类埋点被触发的时间。
这里所述客服***为泛指，可以是人工客服***、智能客服***，还有可能是人工智能相结合的客服***。
下面以客户查看保单信息失败为例具体说明此方法：
1、APP开发人员在开发APP页面时，写入某些特定的代码，当客户通过APP页面查看保单信息失败后，这些特定的代码就会被执行，进而向后台发送开始事件信息。
2、客户通过APP页面查看自己的保单信息，出现了保单信息查看失败的提示，此时便触发了预设的开始类埋点，进而生成了开始事件信息，该开始时间信息中包含有埋点名称(查看保单失败)、客户的手机号码、客户使用的设备号、开始类埋点被触发的时间，如果有客户号，则也会包含有客户号。
3、后台接收并记录所述开始事件信息，并不断循环检测是否有接收到相对应的完成事件信息，若客户查看保单一直没有成功，则在预设的时间间隔内不会接收到相对应的完成事件信息，后台因此判断该客户查看保单失败。(假设后台检测到了相对应的完成事件信息，则不会生成产生类断点并下发的动作，同时将相对应的开始事件信息和完成事件信息均删除，相当于出现了阻止断点生成的事件)。
4、后台生成产生类断点发送给客服***，交由客服进行回访处理。
通过设置此类埋点，可以及时知道客户遇到的问题，并适时地做出介入，以通过及时为客户排除问题赢得客户的好感，进而尽可能挽回客户。
在实施例二中，基于实施例一的基础上，如图5所示，所述的客户回访的判断方法包括如下步骤：
S1-S3同实施例一，此处不再赘述。
S4、生成产生类断点，将所述产生类断点的信息发送至客服***，并在产生类断点生成后，删除记录的所述开始事件信息。
由于后台的存储空间有限，因而在产生类断点生成并下发至客服***后，后台通过自动删除开始事件信息以释放存储压力。
在实施例三中，基于实施例二的基础上，如图6所示，所述的客户回访的判断方法包括如下步骤：
S1-S2同实施例二，此处不再赘述。
S20、判断所述开始类埋点被触发后是否产生选择弹框，所述选择弹框上设有若干选项，所述选项包括人工客服、智能客服和不需要，若是则执行步骤S5，若否则执行步骤S3。
由于有些客户不喜欢被回访，因此在开始类埋点被触发后出现一个选择弹框，以让客户自主选择是否需要客服的回访介入，由于有些客户虽然需要 客服回访，但是不喜欢智能客服的方式，而偏好人工客服，因而，这里把客服由细分为人工客服和智能客服。
所述选择弹框上设有三个按钮，分别对应三个选项人工客服、智能客服和不需要，客户通过单击按钮做出选择。本申请中的具体选项内容为泛指，因理解为类似的选项都包括在本申请的保护范围之内，即“人工客服”选项并不是指选项的显示内容一定是这四个字，只要类似人工客服的意思即可，其他选项的保护范围同“人工客服”选项。
S3-S4同实施例二，此处不再赘述。
S5、接收并判断客户选择的选项，若选项为智能客服则执行步骤S6，若选项为人工客服则执行步骤S7，若选项为不需要则直接结束；
S6、生成产生类断点，将所述产生类断点的信息发送至智能客服***，并在产生类断点生成后，删除记录的所述开始事件信息；
S7、生成产生类断点，将所述产生类断点的信息发送至人工客服***，并在产生类断点生成后，删除记录的所述开始事件信息。
接上例，对本实施例三做进一步说明：
假设客户查看保单信息失败后，显示了选择弹框，客户点击了“人工客服”按钮，此时后台即刻生成产生类断点并将该断点的信息发送至人工客服***，而不像实施例二中所述的那样，需要经过预设的时间间隔并在该预设的时间间隔内没有检测到相对应的完成事件信息时，才生成产生类断点，也相当于在客户选择了人工客服之后会被优先处理；
客户点击“智能客服”按钮后的操作同点击“人工客服”按钮后操作，仅是产生类断点下发的***不同，选择智能客服后，产生类断点的信息将被发送至智能客服中，由智能客服对客户进行回访。
当然，这里不排除智能客服和人工客服在后期回访过程中，客户可以选择进一步切换的可能。
而如果客户点击“不需要”按钮，则后台不会进行任何操作，仅是记录 下产生的开始事件信息。
本领域技术人员也应当知道，这里所述的人工客服、智能客服和不需要是泛指，也可以用其他表述相同或相近意思的词语或词组代替，以上情况都在本申请的保护范围之内。
在实施例四中，基于实施例三的基础上，如图7所示，所述步骤S3具体包括以下分步骤：
S31、按预设的检测时间间隔循环检测是否接收到所述结束类埋点被触发后产生的完成事件信息，若是则执行步骤S32，若否则执行步骤S33；
S32、根据完成事件信息中包含的埋点名称和设备号，判断所述完成事件信息是否与记录的所述开始事件信息相对应，若是则直接结束，若否则执行S33；
S33、判断自所述开始事件信息中包含的触发时间起至当前时间的时间间隔是否大于所述预设的时间间隔，若是则执行步骤S4，若否则执行步骤S31。
接上例，在开始类埋点被触发后，不产生选择弹框的情况下，后台会按预设的检测时间间隔持续循环监测是否收到结束类埋点被触发后产生的完成事件信息。
假设监测到某个完成事件信息，则通过完成事件信息和开始事件信息中包含的埋点名称、设备号等，判断被触发的开始类埋点和结束类埋点是否是相对应的，即判断客户查看保单信息失败后的一段预设的时间段内是否通过自己将问题解决，最终成功地查看到保单信息了。若是相对应的，则认为客户以成功查看到了保单信息，无需客服的介入了，后台将不进行任何操作；而如果是不相对应的，且在预设的时间间隔内一直未检测到与开始事件信息相对应的完成事件信息，则认为客户查看保单信息失败，后台生成产生类断点下发到客服***中，等待客户做介入处理。
此外，本申请一种计算机可读存储介质，该计算机可读存储介质内存储有客户回访的判断***20，该客户回访的判断***20可被一个或多个处理器执行时，实现上述客户回访的判断方法或电子装置的操作。
虽然以上描述了本申请的具体实施方式，但是本领域的技术人员应当理解，这仅是举例说明，本申请的保护范围是由所附权利要求书限定的。本领域的技术人员在不背离本申请的原理和实质的前提下，可以对这些实施方式做出多种变更或修改，但这些变更和修改均落入本申请的保护范围。

Claims (16)

  1. 一种客户回访的判断方法，其特征在于，包括如下步骤：
    S1、在APP页面上设置埋点，所述页面埋点记录客户在APP页面上的操作行为，所述页面埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
    S2、记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
    S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号，若没有则执行步骤S4，若有则删除对应的开始事件信息和完成事件信息后结束；
    S4、生成产生类断点，并将所述产生类断点的信息发送至客服***。
  2. 根据权利要求1所述的客户回访的判断方法，其特征在于，所述客服***为人工客服***或者智能客服***。
  3. 根据权利要求1所述的客户回访的判断方法，其特征在于，
    S2之后还包括：
    S20、判断所述开始类埋点被触发后是否产生选择弹框，所述选择弹框上设有若干选项，所述选项包括人工客服、智能客服和不需要，若是则执行步骤S5，若否则执行步骤S3；
    S5、接收并判断客户选择的选项，若选项为智能客服则执行步骤S6，若选项为人工客服则执行步骤S7，若选项为不需要则直接结束；
    S6、生成产生类断点，并将所述产生类断点的信息发送至智能客服***；
    S7、生成产生类断点，并将所述产生类断点的信息发送至人工客服***。
  4. 根据权利要求1或3所述的客户回访的判断方法，其特征在于，S3具体包括以下分步骤：
    S31、按预设的检测时间间隔循环检测是否接收到所述结束类埋点被触发后产生的完成事件信息，若是则执行步骤S32，若否则执行步骤S33；
    S32、根据完成事件信息中包含的埋点名称和设备号，判断所述完成事件信息是否与记录的所述开始事件信息相对应，若是则直接结束，若否则执行S33；
    S33、判断自所述开始事件信息中包含的触发时间起至当前时间的时间间隔是否大于所述预设的时间间隔，若是则执行步骤S4，若否则执行步骤S31。
  5. 根据权利要求1或3所述的客户回访的判断方法，其特征在于，所述产生类断点的生成时间为所述开始事件信息中包含的所述触发时间。
  6. 根据权利要求1或3所述的客户回访的判断方法，其特征在于，在产生类断点生成后，删除记录的所述开始事件信息。
  7. 根据权利要求1或3所述的客户回访的判断方法，其特征在于，所述埋点采用在APP页面的代码中加入统计代码的方式实现，当统计代码被执行时触发所述埋点并产生的相应的事件信息。
  8. 一种电子装置，包括存储器和处理器，其特征在于，所述存储器上存储有可被所述处理器执行的客户回访的判断***，所述客户回访的判断***包括：
    APP页面，所述APP页面上设置埋点，所述埋点记录客户在APP页面上的操作行为，所述埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
    记录模块，用于记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
    判断模块，用于判断在预设的时间间隔内是否有与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括 埋点名称、客户的电话号码、设备号、触发时间和客户号；
    断点生成下发模块，用于在预设的时间间隔内接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息时，生成产生类断点，并将所述产生类断点的信息发送至客服***。
  9. 根据权利要求8所述的电子装置，其特征在于，所述客户回访的判断***还包括：
    弹框识别模块，用于判断所述开始类埋点被触发后是否产生选择弹框，所述选择弹框上设有若干选项，所述选项包括人工客服、智能客服和不需要；
    选项接收判断模块，用于在产生选择弹框后，接收并判断客户选择的选项；
    断点生成分发模块，用于根据客户选择的选项生成产生类断点，并将所述产生类断点的信息发送至与所述选项相对应的客服***。
  10. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有客户回访的判断***，所述客户回访的判断***可被至少一个处理器所执行，以使所述至少一个处理器执行以下步骤：
    S1、在APP页面上设置埋点，所述页面埋点记录客户在APP页面上的操作行为，所述页面埋点包括开始类埋点和结束类埋点，所述开始类埋点和所述结束类埋点以一一对应的方式设置在APP页面上；
    S2、记录所述开始类埋点被触发后产生的开始事件信息，所述开始事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号；
    S3、判断在预设的时间间隔内是否接收到与所触发的开始类埋点相对应的结束类埋点被触发后产生的完成事件信息，所述完成事件信息包括埋点名称、客户的电话号码、设备号、触发时间和客户号，若没有则执行步骤S4，若有则删除对应的开始事件信息和完成事件信息后结束；
    S4、生成产生类断点，并将所述产生类断点的信息发送至客服***。
  11. 根据权利要求10所述的计算机可读存储介质，其特征在于，所述 客服***为人工客服***或者智能客服***。
  12. 根据权利要求10所述的计算机可读存储介质，其特征在于，S2之后还包括：
    S20、判断所述开始类埋点被触发后是否产生选择弹框，所述选择弹框上设有若干选项，所述选项包括人工客服、智能客服和不需要，若是则执行步骤S5，若否则执行步骤S3；
    S5、接收并判断客户选择的选项，若选项为智能客服则执行步骤S6，若选项为人工客服则执行步骤S7，若选项为不需要则直接结束；
    S6、生成产生类断点，并将所述产生类断点的信息发送至智能客服***；
    S7、生成产生类断点，并将所述产生类断点的信息发送至人工客服***。
  13. 根据权利要求10或12所述的计算机可读存储介质，其特征在于，S3具体包括以下分步骤：
    S31、按预设的检测时间间隔循环检测是否接收到所述结束类埋点被触发后产生的完成事件信息，若是则执行步骤S32，若否则执行步骤S33；
    S32、根据完成事件信息中包含的埋点名称和设备号，判断所述完成事件信息是否与记录的所述开始事件信息相对应，若是则直接结束，若否则执行S33；
    S33、判断自所述开始事件信息中包含的触发时间起至当前时间的时间间隔是否大于所述预设的时间间隔，若是则执行步骤S4，若否则执行步骤S31。
  14. 根据权利要求10或12所述的计算机可读存储介质，其特征在于，所述产生类断点的生成时间为所述开始事件信息中包含的所述触发时间。
  15. 根据权利要求10或12所述的计算机可读存储介质，其特征在于，在产生类断点生成后，删除记录的所述开始事件信息。
  16. 根据权利要求10或12所述的计算机可读存储介质，其特征在于，所述埋点采用在APP页面的代码中加入统计代码的方式实现，当统计代码 被执行时触发所述埋点并产生的相应的事件信息。
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