WO2022105136A1 - 案件分配方法、装置及介质 - Google Patents

案件分配方法、装置及介质 Download PDF

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Publication number
WO2022105136A1
WO2022105136A1 PCT/CN2021/091437 CN2021091437W WO2022105136A1 WO 2022105136 A1 WO2022105136 A1 WO 2022105136A1 CN 2021091437 W CN2021091437 W CN 2021091437W WO 2022105136 A1 WO2022105136 A1 WO 2022105136A1
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Prior art keywords
customer service
case
information
assigned
user
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PCT/CN2021/091437
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English (en)
French (fr)
Inventor
管森华
于海生
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平安普惠企业管理有限公司
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Publication of WO2022105136A1 publication Critical patent/WO2022105136A1/zh

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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
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • 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

Definitions

  • the present application relates to the technical field of data analysis, and mainly relates to a case allocation method, device and medium.
  • the customer service platform usually adopts a random allocation method for dispatching workers, resulting in uneven and long waiting time for users, resulting in poor user experience. From the perspective of customer service, random assignment may make the workload of customer service uneven and make it impossible to exert work efficiency. If a new division of labor is received before the customer service is completed, the work efficiency of the customer service will also be affected.
  • the embodiments of the present application provide a case allocation method, device and medium, which can improve the accuracy of case allocation and facilitate the improvement of service quality.
  • an embodiment of the present application provides a case allocation method, including:
  • an embodiment of the present application provides a case distribution device, including:
  • a storage unit for storing the preset database
  • a processing unit configured to determine the case type and user ID of the to-be-allocated case when the triggering condition of the to-be-allocated case is met; search a plurality of to-be-allocated customer service agents from a preset database; and obtain customer service information of each of the to-be-allocated customer service agents , obtain the user information corresponding to the user ID; obtain the reference information of the case to be assigned according to the case type; obtain the target evaluation value of each of the customer service information according to the reference information and the user information;
  • a communication unit configured to send the to-be-assigned case to the to-be-assigned customer service corresponding to the maximum value of the target evaluation values.
  • an embodiment of the present application provides another case allocating device, including a processor, a memory, a communication interface, and one or at least one program, wherein the one or at least one program is stored in the memory, and is configured by The above processor executes to implement the following methods:
  • the case to be assigned is sent to the customer service to be assigned corresponding to the maximum value between the target evaluation values.
  • an embodiment of the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, wherein the computer program causes a computer to execute to implement the following method:
  • the case to be assigned is sent to the customer service to be assigned corresponding to the maximum value between the target evaluation values.
  • the embodiment of the present application selects the customer service who will finally handle the case to be allocated from the customer service to be allocated based on the parameter information of the case type and the user information, which improves the efficiency of allocation.
  • the case to be allocated is allocated to the customer service to be allocated corresponding to the maximum target evaluation value, which improves the accuracy of case allocation and facilitates the improvement of service quality.
  • FIG. 1 is a schematic structural diagram of a network architecture provided by an embodiment of the present application.
  • FIG. 2 is a schematic flowchart of a case allocation method provided by an embodiment of the present application.
  • FIG. 3 is a schematic diagram of a logical structure of a case allocating device according to an embodiment of the present application.
  • FIG. 4 is a schematic diagram of the physical structure of a case allocating apparatus according to an embodiment of the present application.
  • the technical solution of the present application relates to the field of artificial intelligence and/or big data technology, and can be applied to financial technology scenarios, such as in object allocation and other scenarios, to improve the efficiency and accuracy of allocation, thereby promoting the construction of smart cities.
  • the data involved in this application such as information about cases to be assigned, evaluation values and/or customer service information, etc., may be stored in a database, or may be stored in a blockchain, which is not limited in this application.
  • the network architecture applied by the embodiments of this application includes a server and an electronic device.
  • the electronic device may be a personal computer (PC), a notebook computer or a smart phone, and may also be an all-in-one computer, a handheld computer, a tablet computer (pad), a smart TV playback terminal, a vehicle-mounted terminal, or a portable device.
  • Electronic equipment on the PC side such as an all-in-one computer, etc., its operating system may include but not limited to Linux system, Unix system, Windows series system (such as Windows xp, Windows 7, etc.), Mac OS X system (Apple computer operating system) and other operations system.
  • the operating system of a mobile electronic device, such as a smart phone may include, but is not limited to, an Android system, an IOS (an operating system of an Apple mobile phone), a Windows system, and other operating systems.
  • the electronic device in the embodiment of the present application may install and run an application program, and the server may be a server corresponding to the application program installed on the electronic device, and provide application services for the application program.
  • the above-mentioned application program may be an independent application, or a small program added to a third-party application, or may exist in the form of an application platform in a web page, and the application program may be a bank, insurance, e-commerce, government, etc.
  • the application types corresponding to other fields, etc. are not limited here.
  • the embodiments of the present application do not limit the number of electronic devices and servers, and the server can provide services for multiple electronic devices at the same time.
  • the server can be implemented as an independent server or a server cluster composed of multiple servers.
  • the electronic device may be a device used by a user or a device used by a customer service.
  • the electronic device used by the user is called a user terminal
  • the electronic device used by the customer service is called a customer service terminal.
  • the server is used to realize the communication between the user terminal and the customer service terminal.
  • the communication can be initiated by the user terminal to the server, and the server selects the customer service terminal for access.
  • the communication may also be implemented by the server notifying the customer service terminal to the user terminal designated in the server, which is not limited herein.
  • the user terminal 101 is a mobile phone
  • the customer service terminal 103 is a notebook computer.
  • the user terminal 101 When the user 111 clicks the customer service control on the display page of the user terminal 101, the user terminal 101 generates a customer service access request.
  • the server 102 searches for the manual customer service 113 corresponding to the customer service access request, and then establishes a connection between the customer service terminal 103 corresponding to the manual customer service 113 and the user terminal 101, thereby realizing the communication connection between the user 111 and the manual customer service 113.
  • the manual customer service 113 may be User 111 provides customer service.
  • the above customer service cases initiated by the user terminal are referred to as customer complaint cases.
  • the customer complaint case is used to request the customer service to provide help, or to make a complaint or suggestion to the application corresponding to the customer service.
  • a customer service case initiated by a customer service terminal can be understood as a case initiated by a server, that is to say, this type of case can be a server that detects a series of cases that meet the conditions, and then assigns it to the manual customer service corresponding to each customer service terminal.
  • the server can also assign the case to the robot customer service, and the robot customer service can be understood as an avatar corresponding to the computer program in the server, which is used to execute the customer service corresponding to the preset program. In this embodiment of the present application, priority is given to assigning to human customer service.
  • the above-mentioned series of cases satisfying the conditions may be satisfied by time, or may be satisfied by the conditions, or may be the case where both the conditions and the time are satisfied, etc., which are not limited here.
  • the application detects unfinished matters, it can be reported to the server, and the server will assign a human customer service to remind the service.
  • the above cases of customer service initiated by the application detecting unfinished matters are referred to as breakpoint cases. This matter can be any part of the application, including registration and usage.
  • a user After a user leaves a phone number in the promotion application of a certain product, but does not submit the purchase intention, it detects unfinished matters, and can actively communicate through customer service to determine whether the user is willing to purchase the product or register the promotion application. For another example, if the user fills in the amount in the loan application, but does not click the "OK" function component, it detects unfinished matters, and can actively communicate through customer service to determine whether the user is willing to borrow, etc.
  • the case type of the customer service case may include the promotion type corresponding to the promotion case, in addition to the breakpoint type corresponding to the breakpoint case and the customer complaint type corresponding to the customer complaint case described above.
  • the promotion case may be a case in which the customer service actively calls or sends a message to the user to promote the application or product.
  • the promotion case can be executed at intervals, and the time can be a fixed value, or it can be a value generated according to the actual situation (for example, the number of registered users, the frequency of users accessing the application, the work efficiency of customer service, etc.), etc., This is not limited.
  • the server may store the user information of each user according to the user identifier of the user.
  • the user identifier may be an account registered or assigned by the user in an application corresponding to the server, or a mobile phone number or email address filled in by the user, which is not limited herein.
  • the user information may include basic information such as the user's hometown, region, age, occupation, gender, educational background, and work experience, and may also include the user's access order record. For example, the customer service orders submitted by the user in the past, the recordings in the historical orders, the recorded feedback, complaints and other matters, the service quality score or satisfaction feedback of the user after the customer service is completed, etc., are not limited here.
  • the server may pre-store the customer service information of the manual customer service according to the customer service identifier of each manual customer service.
  • the customer service identifier may be an account registered or allocated by a human customer service in an application corresponding to the server, or a mobile phone number or email address filled in, which is not limited herein.
  • the customer service information may include basic information such as the origin, region, age, occupation, gender, educational background, and work experience of the manual customer service.
  • the customer service information may also include the function information of the human customer service, for example, the service quality score of the human customer service, the customer service level, the work status, the type of cases he is good at, the number of cases currently being followed up, the number of cases to be followed up, and the number of cases that can be processed synchronously. number of cases, etc.
  • the working status of the human customer service includes an online status and an offline status.
  • the online status refers to the application where the human customer service has logged into the server, and the human customer service is processing the customer service order or can enter the working state at any time.
  • the offline state is the opposite of the online state, which means that the human customer service exits the application, or the current state of the human customer service cannot process the customer service order. For example, after the manual customer service logs in to the application of the server, if the manual customer service is not at the workstation, it can be determined that the working state of the manual customer service is an offline state.
  • This application does not limit the method of determining the online state and the offline state, and can periodically send detection information to the logged-in user terminal, and if a response to the detection information is received, it is determined that the human customer service is in the online state.
  • the detection information may be a preset static verification code or a randomly generated dynamic verification code, which is not limited here.
  • the working state of the online state includes two types: an idle state and a busy state.
  • the idle state indicates that the human customer service agent can currently receive dispatches for customer service cases.
  • the busy state indicates that the human customer service is working, for example, processing customer service orders, sorting or uploading data after the customer service order is completed.
  • the busy state can be determined according to the operation items and/or operation frequency of the application account corresponding to the human customer service.
  • the case allocation method proposed in the embodiment of the present application can be applied to scenarios such as medical informatization and electronic information file management in the field of digital medical care.
  • the method can be executed by a case allocation device, wherein the device can be implemented by software and/or hardware, and can generally be integrated in a server, which can improve the accuracy of case allocation and facilitate the improvement of service quality.
  • FIG. 2 is a schematic flowchart of a case allocation method provided by the present application. Taking the method applied to a server as an example for illustration, it includes the following steps S201-S206, wherein:
  • the case to be assigned is used to request the assignment of customer service, so as to communicate with the user.
  • the triggering condition may be receiving a customer service access request sent by the user, or the time reaching a predetermined time, or the detection of unfinished matters or other conditions in the application, which are not limited here.
  • This application does not limit the method of determining the case type of the case to be allocated. It can be understood that when the trigger condition is to receive a customer service access request sent by the user, the case type of the case to be allocated can be determined to be the customer complaint type. The user identifier corresponding to the case may be the identifier of the user who sends the customer service access request.
  • the trigger condition is to detect that there are unfinished matters in the application, it can be determined that the case type of the case to be assigned is the breakpoint type, and the user ID corresponding to the case to be assigned is the handler corresponding to the unfinished matters in the breakpoint case. It can be understood as the user logged in to the current application.
  • the trigger condition is that the time reaches the predetermined time
  • the case type of the case to be allocated is the promotion type
  • the user ID corresponding to the case to be allocated can be the user corresponding to the predetermined time, which can be any user, or it can be any user that meets certain requirements.
  • the users of the conditions for example, users who have not logged into the application for a long time, users who have not purchased products for a long time, etc., are not limited here.
  • the specific content of the user ID and user information reference may be made to the foregoing description, which will not be repeated here.
  • step S201 includes the following steps A1 and A2, wherein:
  • A1 Obtain the trigger parameters of the case to be assigned.
  • the trigger parameters include the occurrence time of the trigger condition, the type of customer service requested to be allocated, the request intent, the page elements of the front-end page, and the like. It can be understood that when requesting an application or product intended for promotion, the trigger parameter may further include attributes of the application or product, and it can be determined that the case type of the case to be assigned is the promotion type. When it can be determined through the page element that an unfinished matter is detected and the customer service access request sent by the user is not received, it can be determined that the case type of the case to be assigned is a breakpoint type.
  • A2 Determine the case type of the case to be assigned according to the trigger condition and the trigger parameter.
  • step A1 and step A2 the case type of the case to be allocated is determined according to the trigger conditions and trigger parameters of the case to be allocated, that is, the case type is identified according to the allocation reason of the case to be allocated and the characteristics of the case type itself, Improved the accuracy of case type analysis.
  • S202 Search for multiple customer service agents to be assigned from a preset database.
  • the customer service to be assigned may be a human customer service handling the case to be allocated, or may be a human customer service specialized in handling the case type of the case to be allocated, or may be a human customer service in an idle state, etc. limited.
  • S203 Acquire the customer service information of each of the to-be-allocated customer service agents, and acquire user information corresponding to the user identifier.
  • the customer service information and user information can be stored in the server in advance, so that the customer service information of the customer service to be allocated can be obtained according to the customer service identifier of the customer service to be allocated, and the user information corresponding to the case to be allocated can be obtained according to the user ID.
  • S204 Acquire reference information of the case to be assigned according to the case type.
  • the reference information may be a parameter for scoring a case to be assigned during case assignment.
  • the reference information may include breakpoint matters; when the case type is a promotion type, The reference information may include attribute information of the product; when the case to be assigned is a customer complaint type, the reference information may include page elements of the front-end page, etc., which is not limited herein.
  • the front-end page is the page currently displayed by the electronic device, and the page elements are the page name, page paragraph, functional component (eg, comment bar, selection box, upload button, OK button, etc.) in the front-end page. It can be understood that the page element on the previous page may carry the request intention of the customer complaint case.
  • Selecting the human customer service based on this page element can improve the service quality of the human customer service.
  • the breakpoint items can be determined according to the page elements of the front-end page. Specifically, image recognition can be performed on the front-end page to determine the unfinished items as the breakpoint items. Selecting manual customer service based on breakpoints can improve the accuracy of prompting by manual customer service. Selecting human customer service based on product attribute information can improve the push effect of human customer service.
  • S205 Acquire a target evaluation value of each customer service information to be assigned to the customer service according to the reference information and the user information.
  • step S205 includes the following steps B1-B3, wherein:
  • B1 Score each of the customer service information according to the reference information to obtain a plurality of first evaluation values.
  • step B1 includes the following steps B11 ⁇ B13, of which:
  • step B11 includes the following steps B111-B113, wherein:
  • B111 Obtain the working status of the customer service to be assigned.
  • the working state can be divided into two types, an online state and an offline state, as mentioned above, and the online state can be further divided into two types: a busy state and an idle state, etc., which will not be repeated here.
  • the processing efficiency of the customer service to be allocated may not be concerned.
  • the processing efficiency is affected by the work items of the customer service to be assigned, and when the customer service to be assigned is in the idle state in the online state, the processing efficiency can be understood as the work of the customer service to be assigned efficiency.
  • the work items may include customer service cases currently handled by the customer service to be assigned, customer service cases to be followed up, or other work.
  • the customer service case currently being handled includes communicating with the user, and may also include organizing the content of the communication, which is not limited here.
  • B113 Analyze the work item according to the function information, and obtain the processing efficiency of the customer service to be assigned.
  • the function information is as described above, including the service quality score of the human customer service, the customer service level, the work status, the type of cases that are good at, the number of cases currently being followed up, the number of cases to be followed up, and the number of cases that can be processed synchronously. It can be understood that, by analyzing the work items of the customer service to be assigned according to the functional information, the processing efficiency of the work items currently processed by the customer service to be allocated can be obtained.
  • steps B111 to B113 when the working status of the customer service to be allocated is the online state, the processing efficiency of the customer service to be allocated is obtained by analyzing the work items of the customer service to be allocated according to the functional information. That is to say, from the perspective of the work items of the customer service to be allocated, analyzing the processing efficiency affecting the customer service to be allocated can improve the accuracy of obtaining the processing efficiency.
  • B12 Acquire the familiarity value of the to-be-assigned customer service person with the to-be-assigned case according to the reference information and the customer service information.
  • the familiarity value is used to describe the familiarity of the customer service to be assigned with the case type.
  • the present application does not limit the method for obtaining the familiar value.
  • the number of times the customer service to be assigned has handled the breakpoint item and the customer service quality score can be obtained from the customer service information of the customer service to be assigned, and then the familiarity value of the case to be assigned by the customer service to be assigned can be obtained according to the number of times and the customer service quality score.
  • the reference information includes the attribute information of the product
  • the familiarity value of the to-be-assigned customer service to the assigned case can be obtained according to the number of times the customer-service to be assigned and the customer-service quality score, or the familiarity of the to-be-assigned customer service with the product can be obtained according to the attribute information.
  • the familiarity value of the case to be assigned by the customer service to be assigned when the reference information includes page elements on the front-end page, the attribute information of the product can be determined according to the page element, and then the familiarity value of the case to be assigned by the customer service to be assigned can be obtained according to the attribute information of the product.
  • B13 Acquire a first evaluation value of the customer service to be assigned according to the processing efficiency and the familiarity value.
  • the first evaluation value can be obtained according to the weighted average value of the processing efficiency and the familiar value, or obtained according to the maximum or minimum value between the processing efficiency and the familiar value, and can also be obtained by weighting the processing efficiency according to the familiar value, etc. .
  • steps B11 to B13 the processing efficiency of the customer service to be allocated is obtained according to the customer service information of each customer service to be allocated, and the familiarity of the customer service to be allocated is obtained according to the reference information and the customer service information of the customer service to be allocated. value, and then obtain the first evaluation value of the customer service to be assigned according to the processing efficiency and the familiar value, which can improve the accuracy of the evaluation and facilitate the accuracy of the assignment.
  • B2 Score each of the customer service information according to the user information to obtain a plurality of second evaluation values.
  • step B2 includes the following steps B21 to B24, wherein:
  • B21 Acquire, according to the user information and the customer service information, a correlation value between the user corresponding to the user information and each of the customer service to be assigned, and obtain a plurality of correlation values.
  • the correlation value is used to describe the correlation degree between the user and the customer service to be assigned.
  • This application does not limit the method for obtaining the associated value, and the associated value between the user and the customer service to be assigned can be obtained according to the contact frequency and the association relationship between the user and the customer service to be assigned.
  • the association relationship is used to describe the social relationship between the user and the customer service to be assigned, which may include family members, spouses, friends, colleagues, and so on.
  • the contact frequency is used to describe the number of communications between the user and the customer service to be assigned through the application program corresponding to the server, and the number of calls, text messages or videos between the user and the customer service to be assigned can also be obtained through records in the electronic device. This is not limited.
  • the contact frequency and relationship between the user and the customer service to be assigned the number of times of communication or social interaction between the user and the customer service to be assigned can be obtained, and the correlation value can be obtained according to the number of communication and social interaction, so that the obtained correlation value can be improved. 's accuracy.
  • B22 Acquire preference information corresponding to the user information according to the user information.
  • the preference information is used to describe the user's preference type, for example, preference for male customer service, preference for customer service with a soft voice, preference for older customer service, etc., which are not limited here. It can be understood that pushing the customer service corresponding to the preference information to the user can reduce the aversion to customer service cases, especially promotion cases, improve the accuracy of allocation, and facilitate the improvement of service quality.
  • This application does not limit the method of obtaining preference information, which can be obtained according to user information. For example, by counting the preference information corresponding to various users, and determining the preference information corresponding to users of different age groups, genders, constellations, personalities, etc., Thus, preference information of the user corresponding to the user information is determined according to the user information.
  • records with high quality scores may be selected from the records of user information as target records, and then the target records may be analyzed to obtain information about the customer service preferred by the user, which is used as the user's preference information.
  • B23 Score each of the customer service information according to the preference information to obtain multiple preference values.
  • the preference value is used to describe the user's preference for assigning customer service. For example, if the preference information is male customer service, the preference value of female customer service to be assigned is lower than the preference value of male customer service to be allocated.
  • This application does not limit the scoring method of the preference value.
  • the matching value of the customer service to be allocated that satisfies the preference information can be determined according to the customer service information of the customer service to be allocated, and then the preference value corresponding to the matching value can be obtained.
  • B24 Acquire a second evaluation value of the customer service information according to the plurality of correlation values and the plurality of preference values.
  • the second evaluation value can be obtained according to the weighted average value of the association value and preference value between each customer service to be assigned and the user, or obtained according to the maximum or minimum value between the association value and the preference value, or The preference value is weighted according to the correlation value, etc.
  • the scoring standards corresponding to different preference information are different, so the preference value of each customer service to be allocated is obtained according to the preference information of the user, and then the correlation value between each customer service to be allocated and the user is obtained.
  • the second evaluation value can improve the accuracy of evaluating the score of the customer service case of the user corresponding to the user ID to be assigned to the customer service processing user ID, so as to improve the accuracy of the assignment.
  • B3 Acquire a target evaluation value of each of the customer service information according to the plurality of first evaluation values and the plurality of second evaluation values.
  • the target evaluation value of the customer service information to be assigned to the customer service can be obtained by obtaining the weighted average of the first evaluation value and the second evaluation value of the customer service information, or obtaining the maximum or minimum value between the first evaluation value and the second evaluation value.
  • the value, etc., is not limited here.
  • step B3 includes the following steps B31-B33, wherein:
  • B31 Determine a first weight corresponding to the first evaluation value, and determine a second weight corresponding to the second evaluation value.
  • the sum between the first weight and the second weight is 1.
  • This application does not limit the method for determining the first weight and the second weight, which can be determined according to the case type. For example, when the case type is a breakpoint type, the first weight is 0.6, and the second weight is 0.4 ; When the case type is promotion type, the first weight value is 0.5, and the second weight value is 0.5; when the case type is customer complaint type, the first weight value is 0.4, and the second weight value is 0.6.
  • B32 Weight the first evaluation value and the first weight to obtain a first numerical value, and weight the second evaluation value and the second weight to obtain a second numerical value.
  • B33 Use the sum between the first numerical value and the second numerical value as the target evaluation value of each of the customer service information.
  • the first evaluation value is 0.8
  • the second evaluation value is 0.9
  • the first weight value is 0.6
  • the second weight value is 0.4
  • steps B31 to B33 the weights and weights corresponding to the first evaluation value and the second evaluation value are determined first, and then the weighted summation is performed to obtain the target evaluation value, which can improve the accuracy of obtaining the target evaluation value.
  • S206 Send the to-be-assigned case to the to-be-assigned customer service corresponding to the maximum value of the target evaluation values.
  • steps S201-S206 when an allocation request for a case to be allocated is received, the case type and user ID of the case to be allocated are determined, and then a plurality of customer service personnel to be allocated are searched from the preset database. Then obtain the customer service information of each customer service to be allocated and the user information corresponding to the user ID, obtain the parameter information of the case to be allocated according to the case type, and then obtain the target evaluation value of the customer service information of each customer service to be allocated according to the parameter information and user information.
  • the assigned case is sent to the to-be-assigned customer service corresponding to the maximum target evaluation value.
  • the customer service agent who will finally handle the case to be allocated is selected from the customer service agent to be allocated, which improves the efficiency of allocation.
  • the case to be allocated is allocated to the customer service to be allocated corresponding to the maximum target evaluation value, which improves the accuracy of case allocation and facilitates the improvement of service quality.
  • FIG. 3 is a schematic structural diagram of a case allocating device proposed by the present application. As shown in FIG. 3 , the above-mentioned case allocating device 300 includes:
  • the storage unit 303 is used to store the preset database
  • the processing unit 301 is configured to determine the case type and user ID of the to-be-allocated case when the triggering condition of the to-be-allocated case is satisfied; to search for a plurality of customer service personnel to be allocated from the preset database; the reference information of the case to be assigned; obtain the target evaluation value of each of the customer service information according to the reference information and the user information;
  • the communication unit 302 is configured to send the to-be-assigned case to the to-be-assigned customer service corresponding to the maximum value between the target evaluation values.
  • the processing unit 301 is specifically configured to score each of the customer service information according to the reference information to obtain a plurality of first evaluation values; to score each of the customer service information according to the user information , to obtain a plurality of second evaluation values; according to the plurality of first evaluation values and the plurality of second evaluation values, the target evaluation value of each of the customer service information is obtained.
  • the processing unit 301 is specifically configured to obtain, according to the customer service information, the processing efficiency of the customer service to be assigned; Allocate the familiarity value of the case; obtain the first evaluation value of the customer service to be allocated according to the processing efficiency and the familiarity value.
  • the customer service information includes function information
  • the processing unit 301 is specifically configured to obtain the working status of the customer service to be assigned; when the working status is an online state, obtain the information of the customer service to be assigned. Work item; analyze the work item according to the functional information to obtain the processing efficiency of the customer service to be assigned.
  • the processing unit 301 is specifically configured to obtain, according to the user information and the customer service information, an association value between the user corresponding to the user information and each of the customer service to be assigned, and obtain multiple associations obtain preference information corresponding to the user information according to the user information; score each of the customer service information according to the preference information to obtain a plurality of preference values; according to the plurality of associated values and the plurality of preferences value to obtain the second evaluation value of each of the customer service information.
  • the processing unit 301 is specifically configured to determine a first weight corresponding to the first evaluation value, and determine a second weight corresponding to the second evaluation value, the first weight and The sum between the second weights is 1; the first evaluation value and the first weight are weighted to obtain a plurality of first values, and the second evaluation value and the second The weights are weighted to obtain a plurality of second numerical values; the sum value between the first numerical value and the second numerical value is used as the target evaluation value of the customer service information.
  • the processing unit 301 is specifically configured to acquire the trigger parameter of the case to be assigned; and determine the case type of the case to be assigned according to the trigger condition and the trigger parameter.
  • FIG. 4 is a schematic structural diagram of another case allocating apparatus provided by an embodiment of the present application.
  • the case distribution apparatus 400 includes a processor 410 , a memory 420 , a communication interface 430 and one or at least one program 440 .
  • the relevant functions implemented by the communication unit 302 shown in FIG. 3 can be implemented through the communication interface 430, the relevant functions implemented by the storage unit 303 shown in FIG. 3 can be implemented through the memory 420, and the processing unit 301 shown in FIG.
  • the related functions implemented may be implemented by the processor 410 .
  • the above-mentioned one or at least one program 440 is stored in the above-mentioned memory 420 and configured to be executed by the above-mentioned processor 410, and the above-mentioned program 440 includes instructions for performing the following steps:
  • the case to be assigned is sent to the customer service to be assigned corresponding to the maximum value between the target evaluation values.
  • the program 440 is specifically configured to execute the instructions of the following steps:
  • the target evaluation value of each of the customer service information is acquired according to the plurality of first evaluation values and the plurality of second evaluation values.
  • the program 440 is specifically configured to execute the instructions of the following steps:
  • the first evaluation value of the customer service to be assigned is acquired according to the processing efficiency and the familiarity value.
  • the customer service information includes function information, and in terms of the processing efficiency of obtaining the customer service to be assigned according to the customer service information, the program 440 is specifically configured to execute the instructions of the following steps:
  • the work item is analyzed according to the functional information to obtain the processing efficiency of the customer service to be assigned.
  • the program 440 is specifically configured to execute the instructions of the following steps:
  • the second evaluation value of each of the customer service information is acquired according to the plurality of correlation values and the plurality of preference values.
  • the program 440 is specifically configured to perform the following steps command:
  • the sum between the first numerical value and the second numerical value is used as the target evaluation value of the customer service information.
  • the program 440 is specifically configured to execute the instructions of the following steps:
  • the case type of the case to be assigned is determined according to the trigger condition and the trigger parameter.
  • the embodiments of the present application further provide a computer storage medium, wherein the computer storage medium is used for storing a computer program, and the computer program causes the computer to execute part or all of the steps of any method described in the method embodiments, and the computer includes server.
  • the storage medium involved in this application may be a readable storage medium.
  • the storage medium involved in the present application such as a computer-readable storage medium, may be non-volatile or volatile.
  • Embodiments of the present application further provide a computer program product, where the computer program product includes a non-transitory computer-readable storage medium storing a computer program, and the computer program is operable to cause a computer to execute to implement any method described in the method embodiments. some or all of the steps.
  • the computer program product may be a software installation package, and the computer includes a server.
  • the disclosed apparatus may be implemented in other manners.
  • the device embodiments described above are only illustrative, for example, the division of units is only a logical function division, and other division methods may be used in actual implementation, for example, at least one unit or component may be combined or integrated into Another system, or some features can be ignored, or not implemented.
  • the shown or discussed mutual coupling or direct coupling or communication connection may be through some interfaces, indirect coupling or communication connection of devices or units, and may be in electrical or other forms.
  • Units described as separate components may or may not be physically separated, and components shown as units may or may not be physical units, that is, may be located in one place, or may be distributed to at least one network unit. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution in this embodiment.
  • each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically alone, or two or more units may be integrated into one unit.
  • the above-mentioned integrated unit can be implemented in the form of hardware, and can also be implemented in the form of software program mode.
  • the integrated unit if implemented in a software program mode and sold or used as a stand-alone product, may be stored in a computer readable memory.
  • the technical solution of the present application can be embodied in the form of a software product in essence, or the part that contributes to the prior art, or all or part of the technical solution, and the computer software product is stored in a memory,
  • a computer device which may be a personal computer, a server, or a network device, etc.
  • the aforementioned memory includes: U disk, read-only memory (ROM), random access memory (random access memory, RAM), mobile hard disk, magnetic disk or optical disk and other media that can store program codes.

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Abstract

一种案件分配方法、装置及介质，其中方法包括：当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识（S201）；从预设数据库中查找多个待分配客服（S202）；获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息（S203）；根据所述案件类型获取所述待分配案件的参考信息（S204）；根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值（S205）；将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服（S206）。采用上述方法，可提高案件分配的准确率。

Description

案件分配方法、装置及介质
本申请要求于2020年11月23日提交中国专利局、申请号为202011326219.2，发明名称为“案件分配方法、装置及介质”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及数据分析技术领域，主要涉及了一种案件分配方法、装置及介质。
背景技术
随着互联网的飞速发展，人们服务意识的提高，网络客服已经普及到各行各业，深入到日常商业服务的各个环节。发明人意识到，目前，客服平台对于派工通常采用随机分配方式，导致用户的等待时间不均和等待过长，导致用户的体验很差。从客服的角度上看，随机分配可能使得客服的工作量不平均，无法发挥工作效率。若在未完成客户服务之前，接收到新的分工，也会影响客服的工作效率。
发明内容
本申请实施例提供了一种案件分配方法、装置及介质，能够提高案件分配的准确率，便于提高服务质量。
第一方面，本申请实施例提供一种案件分配方法，包括：
当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
从预设数据库中查找多个待分配客服；
获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
根据所述案件类型获取所述待分配案件的参考信息；
根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
将所述待分配案件发送给所述目标评价值中的最大值对应的待分配客服。
第二方面，本申请实施例提供一种案件分配装置，包括：
存储单元，用于存储预设数据库；
处理单元，用于当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；从预设数据库中查找多个待分配客服；获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；根据所述案件类型获取所述待分配案件的参考信息；根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
通信单元，用于将所述待分配案件发送给所述目标评价值中的最大值对应的待分配客服。
第三方面，本申请实施例提供另一种案件分配装置，包括处理器、存储器、通信接口以及一个或至少一个程序，其中，上述一个或至少一个程序被存储在上述存储器中，并且被配置由上述处理器执行以实现以下方法：
当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
从预设数据库中查找多个待分配客服；
获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
根据所述案件类型获取所述待分配案件的参考信息；
根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
第四方面，本申请实施例提供了一种计算机可读存储介质，其中，所述计算机可读存储介质存储计算机程序，其中，所述计算机程序使得计算机执行以实现以下方法：
当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
从预设数据库中查找多个待分配客服；
获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
根据所述案件类型获取所述待分配案件的参考信息；
根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
本申请实施例基于案件类型的参数信息和用户信息从待分配客服中选取最终处理待分配案件的客服，提高了分配的效率。且该待分配案件是分配给最大的目标评价值对应的待分配客服，提高了案件分配的准确率，便于提高服务质量。
附图说明
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
其中：
图1为本申请实施例提供的一种网络构架的结构示意图；
图2为本申请实施例提供的一种案件分配方法的流程示意图；
图3为本申请实施例提供的一种案件分配装置的逻辑结构示意图；
图4为本申请实施例提供的一种案件分配装置的实体结构示意图。
具体实施方式
为了使本技术领域的人员更好地理解本申请方案，下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本申请一部分实施例，而不是全部的实施例。根据本申请中的实施例，本领域普通技术人员在没有作出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
本申请的说明书和权利要求书及上述附图中的术语“第一”、“第二”等是用于区别不同对象，而不是用于描述特定顺序。此外，术语“包括”和“具有”以及它们任何变形，意图在于覆盖不排他的包含。例如包含了一系列步骤或单元的过程、方法、***、产品或设备没有限定于已列出的步骤或单元，而是可选地还包括没有列出的步骤或单元，或可选地还包括对于这些过程、方法、产品或设备固有的其他步骤或单元。
在本文中提及“实施例”意味着，结合实施例描述的特定特征、结构或特性可以包含在本申请的至少一个实施例中。在说明书中的各个位置出现该短语并不一定均是指相同的实施例，也不是与其它实施例互斥的独立的或备选的实施例。本领域技术人员显式地和隐式地理解的是，本文所描述的实施例可以与其它实施例相结合。
本申请的技术方案涉及人工智能和/或大数据技术领域，可应用于金融科技场景，例如应用于对象分配等场景中，以提升分配效率和准确性，从而推动智慧城市的建设。可选的，本申请涉及的数据如待分配案件的信息、评价值和/或客服信息等可存储于数据库中，或者可以存储于区块链中，本申请不做限定。
本申请实施例应用的网络架构包括服务器和电子设备。其中，电子设备可以是个人计算机(personal computer，PC)、笔记本电脑或智能手机，还可以是一体机、掌上电脑、平板电脑(pad)、智能电视播放终端、车载终端或便捷式设备等。PC端的电子设备，例如一体机等，其操作***可以包括但不限于Linux***、Unix***、Windows系列***(例如Windows xp、Windows 7等)、Mac OS X***(苹果电脑的操作***)等操作***。移动端的电子设备，例如智能手机等，其操作***可以包括但不限于安卓***、IOS(苹果手机的操作***)、Window***等操作***。
本申请实施例中的电子设备可以安装并运行应用程序，服务器可以是电子设备所安装的应用程序对应的服务器，为应用程序提供应用服务。其中，上述的应用程序可以是独立的应用，也可以是添加于第三方应用中的小程序，还可以是网页中的应用平台等形式存在， 且应用程序可以是银行、保险、电商、政府等领域对应的应用类型等，在此不做限定。本申请实施例不限定电子设备和服务器的数量，服务器可同时为多个电子设备提供服务。服务器可以用独立的服务器或者多个服务器组成的服务器集群来实现。
在本申请实施例中，电子设备可以是用户使用的设备，也可以是客服使用的设备。在一种可能的示例中，将用户使用的电子设备称为用户终端，将客服使用的电子设备称为客服终端。服务器用于实现用户终端和客服终端之间的通信，该通信可以由用户终端向服务器发起的，由服务器选择客服终端进行接入。该通信也可以由服务器通知客服终端向服务器中指定的用户终端实现的，在此不做限定。
由用户终端发起的客服案件的例子，如图1所示，用户终端101为手机，客服终端103为笔记本电脑。当用户111在用户终端101的显示页面上点击客服控件，则用户终端101生成客服接入请求。服务器102查找客服接入请求对应的人工客服113，再将人工客服113对应的客服终端103与用户终端101建立连接，从而实现了用户111和人工客服113之间的通信连接，人工客服113可为用户111提供客户服务。在本申请实施例中，将以上由用户终端发起的客服案件称为客诉案件。该客诉案件用于请求客服提供帮助，或者给客服对应的应用提出投诉或者建议等。
由客服终端发起的客服案件可以理解为由服务器发起的案件，也就是说，该类案件可以是服务器检测到一系列满足条件的案件，然后分配给各个客服终端对应的人工客服。需要说明的是，服务器也可将案件分配给机器人客服，机器人客服可以理解为服务器中的计算机程序对应的虚拟人物，用于执行预设程序对应的客户服务。在本申请实施例中，考虑优先分配给人工客服。
上述的一系列满足条件的案件可以是时间满足，也可以是条件满足，或者是在条件和时间均满足的情况等，在此不做限定。例如，在应用程序检测到未完成的事项时，可上报给服务器，由服务器分配人工客服进行提醒服务。在本申请实施例中，将以上由应用程序检测到未完成的事项发起的客户服务的案件称为断点案件。该事项可以是应用的任一环节，包括注册和使用。例如，用户在某一产品的推广应用中留下电话号码之后，未提交购买意向，则检测到未完成的事项，可通过客服主动沟通，以确定用户是否愿意购买该产品或者注册该推广应用。又例如，用户在借款应用中填写了金额，未点击“确定”功能组件，则检测到未完成的事项，可通过客服主动沟通，以确定用户是否愿意借款等。
在本申请实施例中，客服案件的案件类型除上面描述的断点案件对应的断点类型和客诉案件对应的客诉类型之外，还可包括推广案件对应的推广类型等。该推广案件可以是由客服主动向用户拨打电话或发送信息，从而推广应用或产品的案件。该推广案件可以是每间隔一段时间执行，该时间可以是固定的数值，或者可以是根据实际情况(例如，注册用户的数量、用户访问应用的频率、客服的工作效率等)生成的数值等，在此不做限定。
在本申请实施例中，服务器可根据各个用户的用户标识存储该用户的用户信息。用户标识可以是用户在服务器对应的应用中注册或分配的账号、或者填写的手机号码或电子邮箱等，在此不做限定。该用户信息可以包括用户的籍贯、所在地区、年龄、职业、性别、教育背景、工作经历等基本信息，也可包括用户的接入订单记录。例如，该用户历史提交的客服订单、历史订单中的录音、记录的反馈、投诉等事项、客服结束之后该用户反馈的服务质量分数或满意度等，在此也不做限定。
服务器可根据各个人工客服的客服标识预先存储该人工客服的客服信息。客服标识可以是人工客服在服务器对应的应用中注册或分配的账号、或者填写的手机号码或电子邮箱等，在此不做限定。该客服信息可以包括该人工客服的籍贯、所在地区、年龄、职业、性别、教育背景、工作经历等基本信息。该客服信息也可包括该人工客服的职能信息，例如，人工客服的服务质量评分、客服等级、工作状态、擅长的案件类型、当前跟进的案件数量、 待跟进的案件数量、能同步处理案件的数量等。
在本申请实施例中，人工客服的工作状态包括在线状态和离线状态。其中，在线状态是指人工客服登录了服务器的应用，且该人工客服正在处理客服订单或随时可进入工作状态。离线状态与在线状态相反，指人工客服退出应用，或该人工客服当前状态无法处理客服订单。例如，在人工客服登录服务器的应用之后，若该人工客服不处于工位上，可确定该人工客服的工作状态为离线状态。
本申请对于确定在线状态和离线状态的方法不做限定，可定时向登录状态的用户终端发送检测信息，若接收到该检测信息的响应，则确定人工客服为在线状态。该检测信息可以是预设的静态验证码，也可以是随机生成的动态验证码，在此也不做限定。
在线状态的工作状态又包括空闲状态和忙碌状态两种。空闲状态表示人工客服当前可以接收客服案件的派工。忙碌状态表示人工客服正在工作，例如，处理客服订单，客服订单结束之后整理或上传资料等操作。该忙碌状态可以根据人工客服对应的应用账号的操作事项和/或操作频率进行确定，该操作事项可以是客服业务，也可以是应用账号的操作，例如，发送通知、上传资料等。
本申请实施例提出的一种案件分配方法，可适用于数字医疗领域的医疗信息化、电子信息档案管理等场景。该方法可以由案件分配装置执行，其中该装置可由软件和/或硬件实现，一般可集成在服务器中，可提高案件分配的准确率，便于提高服务质量。
请参照图2，图2是本申请提供的一种案件分配方法的流程示意图。以该方法应用在服务器为例进行举例说明，包括如下步骤S201～S206，其中：
S201：当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识。
在本申请实施例中，待分配案件用于请求分配客服，以使与用户进行沟通。触发条件可以是接收到用户发送的客服接入请求，也可以时间到达预定时间，还可以是检测到应用程序中存在未完成的事项或其他条件等，在此不做限定。
本申请对于确定待分配案件的案件类型的方法不做限定，可以理解，当触发条件为接收到用户发送的客服接入请求时，可确定待分配案件的案件类型为客诉类型，该待分配案件对应的用户标识可以为发送客服接入请求的用户的标识。当触发条件是检测到应用中存在未完成的事项时，可确定待分配案件的案件类型为断点类型，该待分配案件对应的用户标识为断点案件中未完成的事项对应的处理人，可以理解为登录当前应用的用户。当触发条件是时间到达预定时间时，可确定待分配案件的案件类型为推广类型，该待分配案件对应的用户标识可以为该预定时间对应的用户，可以是任一用户，也可以是满足一定条件的用户，例如，长时间未登录应用的用户，长时间未购买产品的用户等，在此不做限定。用户标识和用户信息的具体内容可参照前述，在此不再赘述。
在一种可能的示例中，步骤S201包括以下步骤A1和步骤A2，其中：
A1：获取所述待分配案件的触发参数。
其中，触发参数包括触发条件的发生时间、请求分配的客服类型、请求意图、前端页面的页面元素等。可以理解，当请求意图为推广的应用或产品时，触发参数还可包括该应用或产品的属性，可确定待分配案件的案件类型为推广类型。当通过页面元素可确定检测到未完成的事项时，且未接收到用户发送的客服接入请求，可确定待分配案件的案件类型为断点类型。
A2：根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
可以理解，在步骤A1和步骤A2中，根据待分配案件的触发条件和触发参数确定待分配案件的案件类型，也就是说，根据待分配案件的分配案由和案件类型本身的特征识别案件类型，提高了案件类型分析的准确率。
S202：从预设数据库中查找多个待分配客服。
在本申请实施例中，待分配客服可以为处理待分配案件的人工客服，或者可以为专门处理待分配案件的案件类型的人工客服，或者可以是处于空闲状态的人工客服等，在此不做限定。
S203：获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息。
如前所述，客服信息和用户信息可预先存储于服务器中，从而可根据待分配客服的客服标识获取待分配客服的客服信息，根据用户标识获取待分配案件对应的用户信息。
S204：根据所述案件类型获取所述待分配案件的参考信息。
在本申请实施例中，参考信息可以为待分配案件进行案件分配时进行评分的参数，例如，当案件类型为断点类型时，参考信息可包括断点事项；当案件类型为推广类型时，参考信息可包括产品的属性信息；当待分配案件为客诉类型时，参考信息可包括前端页面的页面元素等，在此不做限定。其中，前端页面为电子设备当前显示的页面，页面元素为前端页面中的页面名称、页面段落、功能组件(例如，评论栏、选择框、上传按钮、确定按钮等)等。可以理解，前面页面的页面元素可能会携带客诉案件的请求意图，基于该页面元素选择人工客服，可提高人工客服的服务质量。断点事项可根据前端页面的页面元素进行确定，具体的，可对前端页面进行图像识别，以确定未完成事项为断点事项。基于断点事项选择人工客服，可提高人工客服进行提示的准确率。基于产品的属性信息选择人工客服，可提高人工客服的推送效果。
S205：根据所述参考信息和所述用户信息获取各个所述待分配客服的客服信息的目标评价值。
在本申请实施例中，目标评价值用于描述待分配客服适合处理待分配案件的分数。本申请对于获取目标评价值的方法不做限定，在一种可能的示例中，步骤S205包括以下步骤B1～B3，其中：
B1：根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值。
其中，第一评价值用于描述待分配客服处理参考信息对应的待分配案件的分数，本申请对于获取第一评价值的方法不做限定，在一种可能的示例中，步骤B1包括以下步骤B11～B13，其中：
B11：根据所述客服信息获取所述待分配客服的处理效率。
其中，处理效率用于描述待分配客服的工作效率，可根据当前处理案件的时间、复杂度进行计算，再结合待分配客服的历史工作效率得到等，本申请对于获取待分配客服的处理效率的方法不做限定。在一种可能的示例中，步骤B11包括以下步骤B111～B113，其中：
B111：获取所述待分配客服的工作状态。
其中，工作状态如前所述可分为在线状态和离线状态两种，在线状态又可分为忙碌状态和空闲状态两种等，在此不再赘述。可以理解，当待分配客服为离线状态时，该待分配客服的处理效率可以不关注。当待分配客服为在线状态中的忙碌状态时，处理效率受该待分配客服的工作事项影响，而当待分配客服为在线状态中的空闲状态时，处理效率可以理解为该待分配客服的工作效率。
B112：当所述工作状态为在线状态时，获取所述待分配客服的工作事项。
其中，工作事项可以包括待分配客服当前处理的客服案件或待跟进的客服案件或其它工作。当前处理的客服案件包括与用户进行通信，还可包括整理通信内容等，在此不做限定。
B113：根据所述职能信息对所述工作事项进行分析，得到所述待分配客服的处理效率。
其中，职能信息如前所述，包括人工客服的服务质量评分、客服等级、工作状态、擅长的案件类型、当前跟进的案件数量、待跟进的案件数量、能同步处理案件的数量等。可以理解，根据职能信息对待分配客服的工作事项进行分析，可得到待分配客服当前处理的 工作事项的处理效率。
可以理解，在步骤B111～B113中，当待分配客服的工作状态为在线状态时，根据职能信息对待分配客服的工作事项进行分析得到待分配客服的处理效率。也就是说，从该待分配客服的工作事项的角度，分析影响待分配客服的处理效率，可提高获取处理效率的准确率。
B12：根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值。
其中，熟悉值用于描述待分配客服对于案件类型的熟悉程度。本申请对于获取熟悉值的方法不做限定。
当参考信息包括断点事项时，可从待分配客服的客服信息中获取待分配客服处理断点事项的次数和客服质量分数，再根据次数和客服质量分数获取待分配客服对待分配案件的熟悉值；当参考信息包括产品的属性信息时，可根据待分配客服推广产品的次数和客服质量分数获取待分配客服对待分配案件的熟悉值，或者根据属性信息获取待分配客服对该产品的熟悉程度获取待分配客服对待分配案件的熟悉值；当参考信息包括前端页面的页面元素，可根据页面元素确定产品的属性信息，再根据产品的属性信息获取待分配客服对待分配案件的熟悉值等。
B13：根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
其中，第一评价值可以根据处理效率和熟悉值的加权平均值进行获取，或根据处理效率和熟悉值之间的最大值或最小值进行获取，还可根据熟悉值对处理效率进行加权得到等。
可以理解，在步骤B11～B13中，先根据每一待分配客服的客服信息获取该待分配客服的处理效率，根据参考信息和该待分配客服的客服信息获取该待分配客服对待分配案件的熟悉值，再根据处理效率和熟悉值获取该待分配客服的第一评价值，可提高评价的准确率，便于提高分配的准确率。
B2：根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值。
其中，第二评价值用于描述待分配客服处理用户标识对应的用户的客服案件的分数。本申请对于获取第二评价值的方法不做限定，在一种可能的示例中，步骤B2包括以下步骤B21～B24，其中：
B21：根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值。
其中，关联值用于描述用户和待分配客服之间的关联程度。本申请对于获取关联值的方法不做限定，可以根据用户和待分配客服之间的联系频率和关联关系获取用户和待分配客服之间的关联值等。其中，关联关系用于描述用户和待分配客服之间的社交关系，可以包括家人、配偶、朋友、同事等。联系频率用于描述用户和待分配客服之间通过服务器对应的应用程序之间通信的次数，还可以通过电子设备中的记录获取用户和待分配客服之间进行电话、短信或视频的次数等，在此不做限定。可以理解，根据用户和待分配客服之间的联系频率和关联关系，可获取用户和待分配客服之间进行通信的次数或者社交，根据通信的次数和社交获取关联值，从而可提高获取关联值的准确率。
B22：根据所述用户信息获取所述用户信息对应的偏好信息。
其中，偏好信息用于描述用户的偏好类型，例如，偏好男性客服、偏好声音温柔的客服、偏好年纪大的客服等，在此不做限定。可以理解，向用户推送偏好信息对应的客服，可减少对于客服案件，尤其是推广案件的反感性，可提高分配的准确率，便于提高服务质量。
本申请对于获取偏好信息的方法不做限定，可以根据用户信息进行获取，例如，统计各种用户对应的偏好信息，而确定不同年龄段、性别、星座、性格等类别的用户对应的偏 好信息，从而根据用户信息确定该用户信息对应的用户的偏好信息。或者，可以对用户信息的记录中选取质量分数高的记录作为目标记录，再对目标记录进行分析，得到用户偏好的客服的信息，将其作为用户的偏好信息等。
B23：根据所述偏好信息对各个所述客服信息进行评分，得到多个偏好值。
其中，偏好值用于描述用户对待分配客服的偏好程度。例如，偏好信息为男性客服，待分配客服为女性的偏好值低于待分配客服为男性的偏好值。本申请对于偏好值的评分方法不做限定，可以根据待分配客服的客服信息确定待分配客服中满足偏好信息的匹配值，再获取匹配值对应的偏好值等。
B24：根据所述多个关联值和所述多个偏好值获取所述客服信息的第二评价值。
其中，第二评价值可以根据每一待分配客服和用户之间的关联值和偏好值的加权平均值进行获取，或根据关联值和偏好值之间的最大值或最小值进行获取，还可根据关联值对偏好值进行加权得到等。
可以理解，在步骤B21～B24中，不同的偏好信息对应的评分标准不同，因此根据用户的偏好信息获取各个待分配客服的偏好值，再结合各个待分配客服和用户之间的关联值获取第二评价值，可提高评价待分配客服处理用户标识对应的用户的客服案件的分数的准确率，便于提高分配的准确率。
B3：根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
其中，待分配客服的客服信息的目标评价值可获取该客服信息的第一评价值和第二评价值的加权平均值，或获取第一评价值和第二评价值之间的最大值或最小值等，在此不做限定。
在一种可能的示例中，步骤B3包括以下步骤B31～B33，其中：
B31：确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值。
其中，第一权值和第二权值之间的和值为1。本申请对于确定第一权值和第二权值的方法不做限定，可以根据案件类型进行确定，例如，当案件类型为断点类型时，第一权值为0.6，第二权值为0.4；当案件类型为推广类型时，第一权值为0.5，第二权值为0.5；当案件类型为客诉类型时，第一权值为0.4，第二权值为0.6。
B32：对所述第一评价值和所述第一权值进行加权，得到第一数值，对所述第二评价值和所述第二权值进行加权，得到第二数值。
B33：将所述第一数值和所述第二数值之间的和值，作为各个所述客服信息的目标评价值。
举例来说，第一评价值为0.8，第二评价值为0.9，第一权值为0.6，第二权值为0.4，则第一数值为0.8*0.6＝0.54，第二数值为0.9*0.4＝0.36，目标评价值为0.54+0.36＝0.9。
可以理解，在步骤B31～B33中，先确定第一评价值和第二评价值分别对应的权值和权值，再进行加权求和得到目标评价值，可提高获取目标评价值的准确率。
S206：将所述待分配案件发送给所述目标评价值中的最大值对应的待分配客服。
可以理解，在步骤S201-S206中，当接收到待分配案件的分配请求时，确定待分配案件的案件类型和用户标识，再从预设数据库中查找多个待分配客服。然后获取各个待分配客服的客服信息以及用户标识对应的用户信息，根据案件类型获取待分配案件的参数信息，再根据参数信息和用户信息获取各个待分配客服的客服信息的目标评价值，将待分配案件发送给最大的目标评价值对应的待分配客服。也就是说，基于案件类型的参数信息和用户信息从待分配客服中选取最终处理待分配案件的客服，提高了分配的效率。且该待分配案件是分配给最大的目标评价值对应的待分配客服，提高了案件分配的准确率，便于提高服务质量。
上述详细阐述了本申请实施例的方法，下面提供了本申请实施例的装置。
与图2所示的实施例一致，请参照图3，图3是本申请提出的一种案件分配装置的结构示意图，如图3所示，上述案件分配装置300包括：
存储单元303，用于存储预设数据库；
处理单元301，用于当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；从所述预设数据库中查找多个待分配客服；根据所述案件类型获取所述待分配案件的参考信息；根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
通信单元302，用于将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
在一个可能的示例中，所述处理单元301具体用于根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值；根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值；根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
在一个可能的示例中，所述处理单元301具体用于根据所述客服信息获取所述待分配客服的处理效率；根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值；根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
在一个可能的示例中，所述客服信息包括职能信息，所述处理单元301具体用于获取所述待分配客服的工作状态；当所述工作状态为在线状态时，获取所述待分配客服的工作事项；根据所述职能信息对所述工作事项进行分析，得到所述待分配客服的处理效率。
在一个可能的示例中，所述处理单元301具体用于根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值；根据所述用户信息获取所述用户信息对应的偏好信息；根据所述偏好信息对各个所述客服信息进行评分，得到多个偏好值；根据所述多个关联值和所述多个偏好值获取各个所述客服信息的第二评价值。
在一个可能的示例中，所述处理单元301具体用于确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值，所述第一权值和所述第二权值之间的和值为1；对所述第一评价值和所述第一权值进行加权，得到多个第一数值，对所述第二评价值和所述第二权值进行加权，得到多个第二数值；将所述第一数值和所述第二数值之间的和值，作为所述客服信息的目标评价值。
在一个可能的示例中，所述处理单元301具体用于获取所述待分配案件的触发参数；根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
该案件分配装置300中各个单元执行详细过程可以参见前述方法实施例中的执行步骤，此处不在赘述。
与图2的实施例一致，请参照图4，图4是本申请实施例提供的另一种案件分配装置的结构示意图。如图4所示，该案件分配装置400包括处理器410、存储器420、通信接口430以及一个或至少一个程序440。图3所示的通信单元302所实现的相关功能可通过通信接口430来实现，图3所示的存储单元303所实现的相关功能可通过存储器420来实现，图3所示的处理单元301所实现的相关功能可通过处理器410来实现。
上述一个或至少一个程序440被存储在上述存储器420中，并且被配置由上述处理器410执行，上述程序440包括用于执行以下步骤的指令：
当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
从预设数据库中查找多个待分配客服；
获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
根据所述案件类型获取所述待分配案件的参考信息；
根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
在一个可能的示例中，在所述根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值方面，所述程序440具体用于执行以下步骤的指令：
根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值；
根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值；
根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
在一个可能的示例中，在所述根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值方面，所述程序440具体用于执行以下步骤的指令：
根据所述客服信息获取所述待分配客服的处理效率；
根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值；
根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
在一个可能的示例中，所述客服信息包括职能信息，在所述根据所述客服信息获取所述待分配客服的处理效率方面，所述程序440具体用于执行以下步骤的指令：
获取所述待分配客服的工作状态；
当所述工作状态为在线状态时，获取所述待分配客服的工作事项；
根据所述职能信息对所述工作事项进行分析，得到所述待分配客服的处理效率。
在一个可能的示例中，在所述根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值方面，所述程序440具体用于执行以下步骤的指令：
根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值；
根据所述用户信息获取所述用户信息对应的偏好信息；
根据所述偏好信息对各个所述客服信息进行评分，得多个偏好值；
根据所述多个关联值和所述多个偏好值获取各个所述客服信息的第二评价值。
在一个可能的示例中，在所述根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值方面，所述程序440具体用于执行以下步骤的指令：
确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值，所述第一权值和所述第二权值之间的和值为1；
对所述第一评价值和所述第一权值进行加权，得到第一数值，对所述第二评价值和所述第二权值进行加权，得到第二数值；
将所述第一数值和所述第二数值之间的和值，作为所述客服信息的目标评价值。
在一个可能的示例中，在所述确定所述待分配案件的案件类型方面，所述程序440具体用于执行以下步骤的指令：
获取所述待分配案件的触发参数；
根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
本申请实施例还提供一种计算机存储介质，其中，该计算机存储介质存储用于存储计算机程序，该计算机程序使得计算机执行以实现方法实施例中记载的任一方法的部分或全部步骤，计算机包括服务器。
可选的，本申请涉及的存储介质可以是可读存储介质。进一步可选的，本申请涉及的存储介质如计算机可读存储介质可以是非易失性的，也可以是易失性的。
本申请实施例还提供一种计算机程序产品，计算机程序产品包括存储了计算机程序的非瞬时性计算机可读存储介质，计算机程序可操作来使计算机执行以实现方法实施例中记载的任一方法的部分或全部步骤。该计算机程序产品可以为一个软件安装包，计算机包括 服务器。
需要说明的是，对于前述的各方法实施例，为了简单描述，故将其都表述为一系列的动作组合，但是本领域技术人员应该知悉，本申请并不受所描述的动作顺序的限制，因为依据本申请，某些步骤可以采用其他顺序或者同时进行。其次，本领域技术人员也应该知悉，说明书中所描述的实施例均属于优选实施例，所涉及的动作和模式并不一定是本申请所必须的。
在上述实施例中，对各个实施例的描述都各有侧重，某个实施例中没有详述的部分，可以参见其他实施例的相关描述。
在本申请所提供的几个实施例中，应该理解到，所揭露的装置，可通过其它的方式实现。例如，以上所描述的装置实施例仅仅是示意性的，例如单元的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如至少一个单元或组件可以结合或者可以集成到另一个***，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，装置或单元的间接耦合或通信连接，可以是电性或其它的形式。
作为分离部件说明的单元可以是或者也可以不是物理上分开的，作为单元显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到至少一个网络单元上。可以根据实际的需要选择其中的部分或者全部单元来实现本实施例方案的目的。
另外，在本申请各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件程序模式的形式实现。
集成的单元如果以软件程序模式的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储器中。根据这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储器中，包括若干指令用以使得一台计算机设备(可为个人计算机、服务器或者网络设备等)执行本申请各个实施例方法的全部或部分步骤。而前述的存储器包括：U盘、只读存储器(read-only memory，ROM)、随机存取存储器(random access memory，RAM)、移动硬盘、磁碟或者光盘等各种可以存储程序代码的介质。
本领域普通技术人员可以理解上述实施例的各种方法中的全部或部分步骤是可以通过程序来指令相关的硬件来完成，该程序可以存储于一计算机可读存储器中，存储器可以包括：闪存盘、ROM、RAM、磁盘或光盘等。
以上对本申请实施例进行了详细介绍，本文中应用了具体个例对本申请的原理及实施方式进行了阐述，以上实施例的说明只是用于帮助理解本申请的方法及其核心思想；同时，对于本领域的一般技术人员，依据本申请的思想，在具体实施方式及应用范围上均会有改变之处，综上，本说明书内容不应理解为对本申请的限制。

Claims (20)

  1. 一种案件分配方法，包括：
    当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
    从预设数据库中查找多个待分配客服；
    获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
    根据所述案件类型获取所述待分配案件的参考信息；
    根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
    将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
  2. 根据权利要求1所述的案件分配方法，其中，所述根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值，包括：
    根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值；
    根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值；
    根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
  3. 根据权利要求2所述的案件分配方法，其中，所述根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值，包括：
    根据所述客服信息获取所述待分配客服的处理效率；
    根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值；
    根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
  4. 根据权利要求3所述的案件分配方法，其中，所述客服信息包括职能信息，所述根据所述客服信息获取所述待分配客服的处理效率，包括：
    获取所述待分配客服的工作状态；
    当所述工作状态为在线状态时，获取所述待分配客服的工作事项；
    根据所述职能信息对所述工作事项进行分析，得到所述待分配客服的处理效率。
  5. 根据权利要求2所述的案件分配方法，其中，所述根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值，包括：
    根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值；
    根据所述用户信息获取所述用户信息对应的偏好信息；
    根据所述偏好信息对各个所述客服信息进行评分，得到多个偏好值；
    根据所述多个关联值和所述多个偏好值获取各个所述客服信息的第二评价值。
  6. 根据权利要求2所述的案件分配方法，其中，所述根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值，包括：
    确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值，所述第一权值和所述第二权值之间的和值为1；
    对所述第一评价值和所述第一权值进行加权，得到多个第一数值，对所述第二评价值和所述第二权值进行加权，得到多个第二数值；
    将所述第一数值和所述第二数值之间的和值，作为所述客服信息的目标评价值。
  7. 根据权利要求1-6中任一项所述的案件分配方法，其中，所述确定所述待分配案件的案件类型，包括：
    获取所述待分配案件的触发参数；
    根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
  8. 一种案件分配装置，包括：
    存储单元，用于存储预设数据库；
    处理单元，用于当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和 用户标识；从所述预设数据库中查找多个待分配客服；获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；根据所述案件类型获取所述待分配案件的参考信息；根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
    通信单元，用于将所述待分配案件发送给所述目标评价值中的最大值对应的待分配客服。
  9. 一种案件分配装置，包括处理器、存储器、通信接口以及一个或至少一个程序，其中，所述一个或至少一个程序被存储在所述存储器中，并且被配置由所述处理器执行以实现以下方法：
    当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
    从预设数据库中查找多个待分配客服；
    获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
    根据所述案件类型获取所述待分配案件的参考信息；
    根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
    将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
  10. 根据权利要求9所述的案件分配装置，其中，执行所述根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值，包括：
    根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值；
    根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值；
    根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
  11. 根据权利要求10所述的案件分配装置，其中，执行所述根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值，包括：
    根据所述客服信息获取所述待分配客服的处理效率；
    根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值；
    根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
  12. 根据权利要求10所述的案件分配装置，其中，执行所述根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值，包括：
    根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值；
    根据所述用户信息获取所述用户信息对应的偏好信息；
    根据所述偏好信息对各个所述客服信息进行评分，得到多个偏好值；
    根据所述多个关联值和所述多个偏好值获取各个所述客服信息的第二评价值。
  13. 根据权利要求10所述的案件分配装置，其中，执行所述根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值，包括：
    确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值，所述第一权值和所述第二权值之间的和值为1；
    对所述第一评价值和所述第一权值进行加权，得到多个第一数值，对所述第二评价值和所述第二权值进行加权，得到多个第二数值；
    将所述第一数值和所述第二数值之间的和值，作为所述客服信息的目标评价值。
  14. 根据权利要求9-13中任一项所述的案件分配装置，其中，执行所述确定所述待分配案件的案件类型，包括：
    获取所述待分配案件的触发参数；
    根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
  15. 一种计算机可读存储介质，其中，所述计算机可读存储介质存储计算机程序，所述计算机程序使得计算机执行以实现以下方法：
    当满足待分配案件的触发条件时，确定所述待分配案件的案件类型和用户标识；
    从预设数据库中查找多个待分配客服；
    获取各个所述待分配客服的客服信息，获取所述用户标识对应的用户信息；
    根据所述案件类型获取所述待分配案件的参考信息；
    根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值；
    将所述待分配案件发送给所述目标评价值之间的最大值对应的待分配客服。
  16. 根据权利要求15所述的计算机可读存储介质，其中，执行所述根据所述参考信息和所述用户信息获取各个所述客服信息的目标评价值，包括：
    根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值；
    根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值；
    根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值。
  17. 根据权利要求16所述的计算机可读存储介质，其中，执行所述根据所述参考信息对各个所述客服信息进行评分，得到多个第一评价值，包括：
    根据所述客服信息获取所述待分配客服的处理效率；
    根据所述参考信息和所述客服信息获取所述待分配客服对所述待分配案件的熟悉值；
    根据所述处理效率和所述熟悉值获取所述待分配客服的第一评价值。
  18. 根据权利要求16所述的计算机可读存储介质，其中，执行所述根据所述用户信息对各个所述客服信息进行评分，得到多个第二评价值，包括：
    根据所述用户信息和所述客服信息获取所述用户信息对应的用户和各个所述待分配客服之间的关联值，得到多个关联值；
    根据所述用户信息获取所述用户信息对应的偏好信息；
    根据所述偏好信息对各个所述客服信息进行评分，得到多个偏好值；
    根据所述多个关联值和所述多个偏好值获取各个所述客服信息的第二评价值。
  19. 根据权利要求16所述的计算机可读存储介质，其中，执行所述根据所述多个第一评价值和所述多个第二评价值获取各个所述客服信息的目标评价值，包括：
    确定所述第一评价值对应的第一权值，确定所述第二评价值对应的第二权值，所述第一权值和所述第二权值之间的和值为1；
    对所述第一评价值和所述第一权值进行加权，得到多个第一数值，对所述第二评价值和所述第二权值进行加权，得到多个第二数值；
    将所述第一数值和所述第二数值之间的和值，作为所述客服信息的目标评价值。
  20. 根据权利要求15-19中任一项所述的计算机可读存储介质，其中，执行所述确定所述待分配案件的案件类型，包括：
    获取所述待分配案件的触发参数；
    根据所述触发条件和所述触发参数确定所述待分配案件的案件类型。
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