WO2021179634A1 - Customer service dispatching method, apparatus and device, and storage medium - Google Patents

Abstract

The present application relates to the field of big data, and discloses a customer service dispatching method, apparatus and device, and a storage medium. Said method comprises: receiving a customer service request initiated by a user account, and determining a service attribute of the user account according to the customer service request; acquiring a plurality of dispatching policies, and calculating matching scores between the service attribute and the dispatching policies; ranking the dispatching policies according to the matching scores, so as to obtain a corresponding dispatching policy table; and according to the dispatching policy table, selecting a customer service agent matching the user account, and enabling access of the user account to the customer service agent. The present application also relates to the block chain technology, and the dispatching policy is stored in a block chain. The present application implements a flexible combination of dispatching policies, improves the efficiency of customer service resource allocation, and reduces the customer service operation cost.

Description

Customer service dispatch method, device, equipment and storage medium

This application claims the priority of a Chinese patent application filed with the Chinese Patent Office on September 23, 2020, the application number is 202011009772.3, and the invention title is "customer service dispatching method, device, equipment and storage medium", the entire content of which is incorporated by reference In application.

Technical field

This application relates to the field of big data, and in particular to a method, device, equipment, and storage medium for dispatching work for customer service.

Background technique

The dispatch strategy refers to the process by which the system assigns the customer to the customer service staff according to certain rules when the customer initiates a manual consultation. Generally, different customers have different business attributes, and customer service personnel also have different professional capabilities and working time requirements. Therefore, the purpose of adopting the dispatch strategy is to match the most suitable customer service personnel for customers with different business attributes. For example, for credit card business, customer service staff must be online 24 hours a day to serve customers. For loan business, working hours are generally flexible to fit the customer’s time. For some professional financial services, customer service staff need relevant expertise on the one hand, and expertise on the other. The service will only be provided under certain conditions, and there is no fixed time.

The inventor found that the existing customer service platform usually adopts a single dispatch strategy to randomly assign customers to online customer service. On the one hand, customers with different business needs may not be assigned to customer service personnel with strong corresponding business attributes; on the other hand, all Customers are all queuing in a unified manner. For some customers with low demand but high business level, the waiting time is too long and the service is delayed. The overall performance is the low efficiency of customer service resource allocation.

Summary of the invention

The main purpose of this application is to solve the technical problem of low customer service resource allocation efficiency in the existing dispatch strategy.

The first aspect of this application provides a customer service dispatch method, including:

Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

The second aspect of this application provides a customer service dispatching device, including:

The receiving module is configured to receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

The calculation module is used to obtain a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

The matching module is used to sort the various dispatching strategies according to the matching score to obtain the corresponding dispatching strategy priority table;

The access module is configured to filter a customer service agent matching the user account from the customer service agent group according to the dispatch policy priority table, and dispatch the customer service request to the customer service agent.

A third aspect of the present application provides a customer service dispatching device, including: a memory and at least one processor, the memory stores instructions; the at least one processor calls the instructions in the memory to make all The customer service dispatching equipment executes the steps of the customer service dispatching method as described below:

Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

The fourth aspect of the present application provides a computer-readable storage medium having instructions stored in the computer-readable storage medium, which when run on a computer, cause the computer to execute the steps of the customer service dispatching method as described below:

Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

In the technical solution provided by this application, when a user account initiates a customer service request, the service attribute of the user account is determined according to the customer service request; then the service attribute is matched with multiple dispatch policies to calculate the corresponding matching score; , Sort the dispatching strategies to obtain the corresponding dispatching strategy table; finally, according to the dispatching strategy table, filter a customer service agent matching the user account, and connect the user account to the customer service agent. By flexibly combining different dispatching strategies to allocate matching customer services to different user accounts, the efficiency of customer service resource allocation is improved and the customer service operating costs are reduced.

Description of the drawings

FIG. 1 is a schematic diagram of a first embodiment of a method for dispatching a worker for a customer service in an embodiment of the application;

FIG. 2 is a schematic diagram of a second embodiment of a method for dispatching a worker for a customer service in an embodiment of the application;

FIG. 3 is a schematic diagram of a third embodiment of a method for dispatching a worker for a customer service in an embodiment of the application;

Fig. 4 is a schematic diagram of a fourth embodiment of a method for dispatching a worker for a customer service in an embodiment of the application;

Fig. 5 is a schematic diagram of an embodiment of a customer service dispatching device in an embodiment of the application;

Fig. 6 is a schematic diagram of another embodiment of a customer service dispatching device in an embodiment of the application;

Fig. 7 is a schematic diagram of an embodiment of a customer service dispatching device in an embodiment of the application.

Detailed ways

The embodiments of this application provide a method, device, equipment, and storage medium for dispatching a customer service. The solution of this application receives a customer service request initiated by a user account, and determines the service attribute of the user account according to the customer service request; obtains multiple dispatch policies , And calculate the matching score between service attributes and each dispatch strategy; sort the dispatch strategies according to the matching score, and get the corresponding dispatch strategy table; according to the dispatch strategy table, filter a customer service agent that matches the user account , And connect the user account to the customer service agent. This application also relates to blockchain technology, and the dispatch strategy is stored in the blockchain. This application realizes a flexible combination of dispatching strategies, improves the efficiency of customer service resource allocation, and reduces customer service operating costs.

The terms "first", "second", "third", "fourth", etc. (if any) in the description and claims of this application and the above-mentioned drawings are used to distinguish similar objects, without having to use To describe a specific order or sequence. It should be understood that the data used in this way can be interchanged under appropriate circumstances so that the embodiments described herein can be implemented in a sequence other than the content illustrated or described herein. In addition, the terms "including" or "having" and any variations thereof are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or device that includes a series of steps or units is not necessarily limited to those clearly listed. Steps or units, but may include other steps or units that are not clearly listed or are inherent to these processes, methods, products, or equipment.

For ease of understanding, the following describes the specific process of the embodiment of the present application. Please refer to FIG. 1. The first embodiment of the method for dispatching a worker by a customer service in the embodiment of the present application includes:

101. Receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

It is understandable that the execution subject of this application may be a customer service dispatching device, or a terminal or a server, which is not specifically limited here. The embodiment of the present application takes the server as the execution subject as an example for description. It should be emphasized that, in order to further ensure the privacy and security of the above-mentioned dispatching strategy, the above-mentioned dispatching strategy can also be stored in a node of a blockchain.

In this embodiment, user accounts include mobile phone accounts and registered accounts for terminal applications; customer service requests include telephone customer service requests and online online customer service requests; the service attributes of user accounts include: general attributes, membership services, special services, offline services, and continuing services Among them, ordinary service means that the user account has no record in the database; while membership services, special services, offline services, and continued services are classified according to the record records of the corresponding user account in the database, and the same user account can have Multiple service attributes.

In this embodiment, after the user account initiates a customer service request, it enters the service reception stage, sends reception skills, and at the same time searches whether the user account has a record of relevant user information in the database to determine the service attribute of the user account.

102. Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

In this embodiment, the dispatching strategy includes dispatching by the minimum number of service personnel, dispatching by designated seats, dispatching by designated seats offline, dispatching dispatched workers with priority to the last service, dispatching dispatched by designated labels, etc. The dispatching strategy cannot be divided into further details. Dispatching strategy.

The calculation process of the matching score between service attributes and each dispatch strategy is as follows:

(1) Compare the service attributes and the dispatching strategies respectively, determine the matching results of the two, and obtain the matching weights of the two;

(2) Encode each of the matching results respectively, and combine the corresponding weights of each matching, and use a preset matching formula to calculate the matching scores of the service attributes and the various dispatching strategies respectively, the matching formula As follows:

S _i =M _i X _i ;

Among them, Si is the matching score between the user account and the i-th dispatch strategy, Mi is the matching weight between the user account and the i-th dispatch strategy, Xi is the code of the matching result between the user account and the i-th dispatch strategy, and i Is a positive integer.

In this embodiment, each dispatch strategy is constructed based on different service attributes. For example, "priority last service dispatch" is constructed based on "continue service". If user account A once initiated a consultation with customer service B, then customer A will initiate customer service again When requesting, priority will be given to customer service B. Specifically, the matching result between user account A and "priority last service dispatch" can be represented by 1. If user account A has not initiated a customer service request, then the matching result of user account A and "priority last service dispatch" It can be represented by 0 to realize the determination of the matching result of the two and to encode the matching result.

103. Sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

104. According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

In this embodiment, the higher the matching score, the higher the ranking of the dispatching strategy, the higher the matching degree between the user account and the dispatching strategy, and it is written as a dispatching strategy table.

In this embodiment, the first dispatch strategy in the dispatch strategy table is preferentially used, and the dispatch operation is performed on the user account according to the dispatch strategy, and the customer service agent that best matches the user account is selected.

Specifically, for example, when a member user account initiates a customer service request, it generally requires a more senior and experienced customer service staff to respond. Therefore, the matching score of the designated tag dispatching may be higher, and the designated tag dispatching strategy is used to dispatch labor. Screen the customer service staff corresponding to the seniority label, and connect the user account to the corresponding customer service agent.

In the technical solution provided by this application, when a user account initiates a customer service request, the service attribute of the user account is determined according to the customer service request; then the service attribute is matched with multiple dispatch policies to calculate the corresponding matching score; , Sort the dispatching strategies to obtain the corresponding dispatching strategy table; finally, according to the dispatching strategy table, filter a customer service agent matching the user account, and connect the user account to the customer service agent. By flexibly combining different dispatching strategies to allocate matching customer services to different user accounts, the efficiency of customer service resource allocation is improved and the customer service operating costs are reduced.

Please refer to FIG. 2, the second embodiment of the method for dispatching a worker for a customer service in the embodiment of the present application includes:

201. Receive a customer service request initiated by a user account;

202. Determine the identity information of the user account according to the customer service request;

In this embodiment, the customer service request is initiated based on the identity information of the user account, such as mobile phone number, phone number, account ID, etc., so the identity information of the user account can be identified from the customer service request.

203. According to the identification information, retrieve user information corresponding to the user account to obtain one or more corresponding user tags;

In this embodiment, if the user account has been registered, used, or consulted, its user information will be stored in the database, and the identity information of the user account will be used as an index; when it is determined that the customer service requests the identity information of the user account, Look up the user information of the user account, including the services and products you have purchased, the customer service and content you have consulted, the financial situation of the user account, whether you are a member, etc., and convert it into corresponding user tags, such as special product tags, including Securities, auto insurance, life insurance, property insurance, critical illness insurance, etc., such as membership labels, priority customer service labels for the last time dispatch, etc.

In addition, user accounts that have not been registered, used, or consulted are identified by ordinary tags.

204. Determine the service attribute of the user account based on the user tag.

In this embodiment, the user tag identifies the specific user information of the user account. If the user tag is a normal tag, the service attribute of the corresponding user account can be determined to be a common attribute; if the user tag is a special product tag, including securities, auto insurance, life insurance, property insurance, critical illness insurance, etc., the corresponding user account can be determined The service attribute is a special service attribute; if the user label is a member label, the service attribute of the corresponding user account can be determined to be a member service; if the user label is the last dispatch priority customer service label, the service attribute of the corresponding user account can be determined to continue service.

205. Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

206. Sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

207. According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

In the embodiment of this application, it is described in detail that the service attribute of a user account is determined through a customer service request. Specifically, the user identification information in the customer service request is used as an index to retrieve user information stored in the database to determine the user tag of the user account, and obtain the user The service attribute of the account, the corresponding customer service personnel can be filtered through the service attribute, which can improve the matching degree of the customer service personnel of the user account.

Please refer to Fig. 3, the third embodiment of the method for dispatching a worker for a customer service in the embodiment of the present application includes:

301. Receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

302. Acquire a plurality of preset dispatching strategies, and respectively calculate matching scores between the service attributes and the dispatching strategies.

303. Sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

304. Take a dispatch strategy with the highest priority and no dispatch operation from the dispatch strategy priority table as a candidate dispatch strategy;

In this embodiment, the higher the matching score, the more the corresponding dispatch strategy matches the service attributes of the user account; in the dispatch strategy table, if the dispatch strategy is ranked higher, the higher the match with the service attributes, the corresponding priority will be selected. The dispatching strategy for dispatching work to the user account, if the sorting order of dispatching strategy is lower, the matching degree with the service attribute is lower, and the corresponding dispatching strategy is avoided for dispatching work to the user account.

In this embodiment, each dispatch strategy points to a corresponding customer service agent group, where the customer service agent group refers to a collection of multiple customer service agents that conform to the corresponding dispatch policy; conversely, a customer service agent can belong to multiple customer service agent groups For example, customer service staff A can be responsible for life insurance customer service requests, member customer service requests, customer service requests for the last priority dispatch, ordinary customer service requests, etc., then the customer service agent corresponding to the customer service staff A can also belong to the priority last service The customer service agent group corresponding to the dispatch strategy such as dispatching, designated label dispatching, and designated agent dispatching.

In addition, in addition to considering the degree of matching with service attributes, the dispatch strategy also needs to consider whether there are dispatch conditions. The specific operation steps are as follows:

(1) Determine whether the current dispatching strategy has preset dispatching conditions;

(2) If the current dispatch policy has dispatch conditions, judge whether the user account does not meet the dispatch conditions;

(3) If the user account does not meet the dispatch conditions, select the next dispatch strategy from the dispatch strategy table according to the sorting order as the current latest dispatch strategy, and jump to the judgment current Whether the retrieved dispatch strategy has the steps of preset dispatch conditions, it stops until the latest current dispatch strategy does not have dispatch conditions, or the user account meets the dispatch conditions.

In this embodiment, the dispatch conditions are set according to the service characteristics of the customer service staff. For example, for a customer service staff targeted by a dispatch policy, the working hours are only from 9:00 to 18:00 every day, or on weekends. You can set whether to give priority to the dispatch conditions for judging working hours. If it is not during working hours, the corresponding dispatching strategy is not selected for dispatching, but the next dispatching strategy is filtered in the sort order for dispatching operations.

305. Based on the candidate dispatch strategy, select a customer service agent matching the user account from the customer service agent group and perform a dispatch operation;

306. Determine whether the current dispatch operation is successful;

In this embodiment, after the customer service agent group is determined, the user account is connected to the customer service queue, waiting for the response from the customer service, and at the same time returning to the queue to wait for the conversation.

In this embodiment, if the waiting time of the current user account exceeds the preset threshold, the user experience will be affected; or if the dispatch time exceeds the working hours, the normal working hours of the customer service staff may be affected, and the dispatch may fail, so it is necessary to judge the current dispatch The labor strategy is whether the user account is successfully dispatched.

307. If the dispatch is successful, dispatch the customer service request to the customer service agent; if dispatch fails, execute 304-306 until dispatch is successful;

In this embodiment, when the user account successfully enters the customer service agent within the preset threshold of the waiting time, or during working hours, it is determined that the current dispatch policy is successful in dispatching work to the user account; otherwise, it fails.

In this embodiment, for a user account that fails to dispatch labor, a circular dispatch is performed, the dispatch strategy in the next sort order is reselected from the dispatch strategy table, and the new dispatch strategy is used to dispatch the user account. , Until the dispatch is successful.

In addition, the dispatching strategy also includes the bottom-up dispatching strategy, that is, for the failures of three or more dispatching strategies, the long-term dispatching time, etc., the bottom-up dispatching strategy is directly used for dispatching. The bottom line dispatch strategy only provides services for user accounts that have failed multiple dispatch strategies or have been dispatched for too long to ensure that users can get the corresponding customer service agent.

308. Distribute the customer service request to the customer service agent.

In the embodiment of this application, it is described in detail that multiple assignment combinations are used to perform cyclic assignments to user accounts. Assignment conditions can be set to initially and simply screen out the customer service agent groups that do not match the user account, increase matching efficiency, and then assign workers through the cycle. And the final deployment strategy to ensure that the user account can successfully access the customer service agent within the preset time, which improves the user experience.

Please refer to Fig. 4, the fourth embodiment of the method for dispatching a worker for a customer service in the embodiment of the present application includes:

401. Receive dispatch policy configuration information uploaded by the client;

In this embodiment, the dispatching strategy complies with the opening and closing principle and can be assembled. Each dispatching strategy is independent of each other and can be freely combined. For company business changes or new business lines, dispatching strategies can be added, or at the same time. The recombination method is adapted to the current company’s business scale.

In this embodiment, when the dispatching strategy configuration instruction is monitored, it is determined that a dispatching strategy needs to be added; and the dispatching strategy information records the dispatching strategy and the set of service attributes requested by the customer service to access the dispatching strategy. Customer service agent group.

402. Create a dispatch strategy according to the dispatch strategy information, and determine service attributes and customer service agent groups that match the dispatch strategy;

In this embodiment, the data connection logic is established through dispatching policy information, such as accessing a database storing user information, performing interface connections, associating service attributes, and associating customer service agent groups to create a dispatching policy.

403. Receive a customer service request initiated by the user account, and determine the service attribute of the user account according to the customer service request.

404. Acquire a plurality of preset dispatching strategies, and respectively calculate matching scores between the service attributes and the dispatching strategies.

405. Sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

406. According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.

In the embodiment of this application, the configuration process of dispatching strategy is introduced. The dispatching strategy can be added, deleted, and modified freely, and can be freely combined at the same time, which improves the flexibility of dispatching strategy and makes free combination according to different business needs of the enterprise. Improve the quality of customer service.

The above describes the customer service dispatching method in the embodiment of the application, and the following describes the customer service dispatching device in the embodiment of the application. Please refer to FIG. 5. An embodiment of the customer service dispatching device in the embodiment of the application includes:

The receiving module 501 is configured to receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

The calculation module 502 is configured to obtain a plurality of preset dispatch policies, and respectively calculate the matching scores between the service attributes and the dispatch policies;

The matching module 503 is configured to sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

The access module 504 is configured to filter a customer service agent matching the user account from the customer service agent group according to the dispatch policy priority table, and dispatch the customer service request to the customer service agent.

In the technical solution provided by this application, when a user account initiates a customer service request, the service attribute of the user account is determined according to the customer service request; then the service attribute is matched with multiple dispatch policies to calculate the corresponding matching score; , Sort the dispatching strategies to obtain the corresponding dispatching strategy table; finally, according to the dispatching strategy table, filter a customer service agent matching the user account, and connect the user account to the customer service agent. By flexibly combining different dispatching strategies to allocate matching customer services to different user accounts, the efficiency of customer service resource allocation is improved and the customer service operating costs are reduced.

Please refer to FIG. 6, another embodiment of the customer service dispatching device in the embodiment of the present application includes:

The receiving module 501 is configured to receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

The calculation module 502 is configured to obtain a plurality of preset dispatch policies, and respectively calculate the matching scores between the service attributes and the dispatch policies;

The matching module 503 is configured to sort the dispatching strategies according to the matching score to obtain a corresponding dispatching strategy priority table;

The access module 504 is configured to filter a customer service agent matching the user account from the customer service agent group according to the dispatch policy priority table, and dispatch the customer service request to the customer service agent.

Specifically, the receiving module 501 includes:

The first determining unit 5011 is configured to determine the identity information of the user account according to the customer service request;

The retrieval unit 5012 is configured to retrieve the user information corresponding to the user account according to the identity information to obtain one or more corresponding user tags;

The second determining unit 5013 is configured to determine the service attribute of the user account based on the user tag.

Specifically, the access module 504 includes:

The screening unit 5041 is configured to take a dispatch strategy with the highest priority and no dispatch operation performed from the dispatch strategy priority table as a candidate dispatch strategy;

The dispatch unit 5042 is configured to select a customer service agent matching the user account from the customer service agent group based on the candidate dispatch strategy and perform a dispatch operation;

The cyclic dispatch unit 5043 is used to determine whether the current dispatch operation is successful; if the dispatch is successful, the customer service request is dispatched to the customer service agent; if the dispatch fails, it jumps to the screening unit until dispatch The work was successful.

Specifically, after the screening unit 5041, the method further includes:

The judging unit 5044 is used to judge whether the current dispatching strategy has dispatching conditions; if the current dispatching strategy has dispatching conditions, it is judged whether the user account does not meet the dispatching conditions;

The cycle determining unit 5045 is configured to, if the user account does not meet the dispatch conditions, select the next dispatch strategy from the dispatch strategy table according to the sorting order as the current latest dispatch strategy, and jump to The step of judging whether the currently retrieved dispatch policy has preset dispatch conditions is stopped until the latest current dispatch policy does not have dispatch conditions, or the user account meets the dispatch conditions.

Specifically, the customer service dispatching device further includes a creation module 506, and the creation module 506 is configured to:

Receive the dispatch policy configuration information uploaded by the client;

According to the dispatching strategy information, a dispatching strategy is created, and the service attributes and customer service agent groups that match the dispatching strategy are determined.

Specifically, the calculation module 502 includes:

The comparing unit 5021 is configured to compare the service attributes and the dispatching strategies respectively, determine the matching results of the two, and obtain the matching weights of the two;

The calculation unit 5022 is configured to respectively encode the matching results, combine the corresponding matching weights, and use preset matching formulas to calculate the matching scores between the service attributes and the dispatch policies.

Specifically, the dispatch strategy is stored in the blockchain.

In the embodiment of this application, it is described in detail that the service attribute of a user account is determined through a customer service request. Specifically, the user identification information in the customer service request is used as an index to retrieve user information stored in the database to determine the user tag of the user account, and obtain the user The service attribute of the account, the corresponding customer service personnel can be filtered by the service attribute, which can improve the matching degree of the customer service personnel of the user account; then it introduces the use of multiple assignment combinations to assign tasks to the user account in a cycle, and the assignment conditions can be set for preliminary simple screening The customer service agent group that does not match the user account increases the matching efficiency, and then through the cycle dispatch and the final dispatch strategy to ensure that the user account can successfully access the customer service agent within the preset time, which improves the user experience; finally introduced During the configuration process of labor strategy, labor dispatch strategy can be freely added, deleted, modified, and combined freely at the same time, which enhances the flexibility of dispatch strategy, freely combines different business needs of the enterprise, and improves the quality of customer service.

Figures 5 and 6 above describe the customer service dispatching device in the embodiment of the present application in detail from the perspective of modular functional entities, and the following describes the customer service dispatching device in the embodiment of the present application in detail from the perspective of hardware processing.

FIG. 7 is a schematic structural diagram of a customer service dispatching device provided by an embodiment of the present application. The customer service dispatching device 700 may have relatively large differences due to different configurations or performance, and may include one or more processors (central processing units). , A CPU 710 (for example, one or more processors) and a memory 720, and one or more storage media 730 (for example, one or more storage devices) storing application programs 733 or data 732. Among them, the memory 720 and the storage medium 730 may be short-term storage or persistent storage. The program stored in the storage medium 730 may include one or more modules (not shown in the figure), and each module may include a series of instruction operations on the customer service dispatching device 700. Further, the processor 710 may be configured to communicate with the storage medium 730, and execute a series of instruction operations in the storage medium 730 on the customer service dispatching device 700.

The customer service dispatching equipment 700 may also include one or more power supplies 740, one or more wired or wireless network interfaces 750, one or more input and output interfaces 760, and/or one or more operating systems 731, such as Windows Serve , Mac OS X, Unix, Linux, FreeBSD, etc. Those skilled in the art can understand that the structure of the customer service dispatching equipment shown in FIG. 7 does not constitute a limitation on the customer service dispatching equipment, and may include more or fewer parts than shown, or a combination of certain parts, or different Component arrangement.

The present application also provides a customer service dispatching device. The customer service dispatching device includes a memory and a processor. The memory stores computer-readable instructions. When the computer-readable instructions are executed by the processor, the processor executes the foregoing embodiments. The steps of the customer service dispatching method in.

This application also provides a computer-readable storage medium. The computer-readable storage medium may be a non-volatile computer-readable storage medium, and the computer-readable storage medium may also be a volatile computer-readable storage medium. The computer-readable storage medium stores instructions, and when the instructions run on a computer, the computer executes the steps of the customer service dispatching method.

Those skilled in the art can clearly understand that, for the convenience and conciseness of the description, the specific working process of the above-described system, device, and unit can refer to the corresponding process in the foregoing method embodiment, which will not be repeated here.

If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer readable storage medium. Based on this understanding, the technical solution of the present application essentially or the part that contributes to the existing technology or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium , Including several instructions to make a computer device (which may be a personal computer, a server, or a network device, etc.) execute all or part of the steps of the methods described in the various embodiments of the present application. The aforementioned storage media include: U disk, mobile hard disk, read-only memory (read-only memory, ROM), random access memory (random access memory, RAM), magnetic disks or optical disks and other media that can store program codes. .

As mentioned above, the above embodiments are only used to illustrate the technical solutions of the present application, but not to limit them; although the present application has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: The technical solutions recorded in the embodiments are modified, or some of the technical features are equivalently replaced; and these modifications or replacements do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims (20)

1. A method for dispatching workers to a customer service, wherein the method for dispatching workers to a customer service includes:

   Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

   Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

   According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

   According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.
2. The method for dispatching work for a customer service according to claim 1, wherein the determining the service attribute of the user account according to the customer service request comprises:

   Determine the identity information of the user account according to the customer service request;

   According to the identification information, retrieve the user information corresponding to the user account to obtain one or more corresponding user tags;

   Based on the user tag, the service attribute of the user account is determined.
3. The method for dispatching a customer service according to claim 2, wherein, according to the dispatch policy priority table, a customer service agent matching the user account is selected from a group of customer service agents, and the customer service request Distributed to the customer service agent includes:

   S1. Take a dispatch strategy with the highest priority and no dispatch operation from the dispatch strategy priority table as a candidate dispatch strategy;

   S2, based on the candidate dispatch strategy, select a customer service agent matching the user account from the customer service agent group and perform a dispatch operation;

   S3. Determine whether the current dispatch operation is successful;

   S4. If the dispatch is successful, dispatch the customer service request to the customer service agent;

   S5. If the assignment fails, S1-S3 will be executed until the assignment is successful.
4. The customer service dispatching method according to claim 3, wherein after the dispatching strategy with the highest priority and no dispatching operation is taken out from the dispatching strategy priority table as a candidate dispatching strategy, include:

   Judge whether the current dispatching strategy has preset dispatching conditions;

   If the current dispatch policy has dispatch conditions, determine whether the user account does not meet the dispatch conditions;

   If the user account does not meet the dispatch conditions, the next dispatch strategy is selected from the dispatch strategy table in the sort order as the current dispatch strategy, and jumps to the dispatch currently taken out of the judgment. Whether there is a step of preset dispatching conditions in the labor strategy, until the latest current dispatching strategy does not have the dispatching conditions, or the user account meets the dispatching conditions.
5. The method for dispatching work for customer service according to any one of claims 1-4, wherein the method for dispatching work for customer service further comprises:

   Receive the dispatch policy configuration information uploaded by the client;

   According to the dispatching strategy information, a dispatching strategy is created, and the service attributes and customer service agent groups that match the dispatching strategy are determined.
6. The method for dispatching workers to a customer service according to claim 1, wherein the calculating the matching scores of the service attributes and the dispatching strategies respectively comprises:

   Respectively comparing the service attributes with the dispatching strategies, determining the matching results of the two, and obtaining the matching weights of the two;

   Each of the matching results is coded separately, and combined with the corresponding matching weights, a preset matching formula is used to calculate the matching scores of the service attributes and the respective dispatching strategies.
7. The method for dispatching workers to a customer service according to claim 1, wherein the dispatching strategy is stored in a blockchain.
8. A customer service dispatching device, wherein the customer service dispatching device includes:

   The receiving module is configured to receive a customer service request initiated by a user account, and determine the service attribute of the user account according to the customer service request;

   The calculation module is used to obtain a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

   The matching module is used for sorting the dispatching strategies according to the matching score to obtain the corresponding dispatching strategy priority table;

   The access module is configured to filter a customer service agent matching the user account from the customer service agent group according to the dispatch policy priority table, and dispatch the customer service request to the customer service agent.
9. A customer service dispatching device, wherein the customer service dispatching device includes a memory and at least one processor, and instructions are stored in the memory;

   The at least one processor invokes the instructions in the memory, so that the customer service dispatching device executes the steps of the customer service dispatching method as described below:

   Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

   Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

   According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

   According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.
10. The customer service dispatching device according to claim 9, wherein when the customer service dispatching device is executed by the processor, the determining the service attribute of the user account according to the customer service request includes the following steps:

    Determine the identity information of the user account according to the customer service request;

    According to the identification information, retrieve the user information corresponding to the user account to obtain one or more corresponding user tags;

    Based on the user tag, the service attribute of the user account is determined.
11. The customer service dispatching device according to claim 10, wherein the customer service dispatching device is executed by the processor according to the dispatching policy priority table to filter a customer service agent group with the user account When a matching customer service agent is dispatched to the customer service agent, the following steps are included:

    S1. Take a dispatch strategy with the highest priority and no dispatch operation from the dispatch strategy priority table as a candidate dispatch strategy;

    S2, based on the candidate dispatch strategy, select a customer service agent matching the user account from the customer service agent group and perform a dispatch operation;

    S3. Determine whether the current dispatch operation is successful;

    S4. If the dispatch is successful, dispatch the customer service request to the customer service agent;

    S5. If the assignment fails, S1-S3 will be executed until the assignment is successful.
12. The customer service dispatching device according to claim 11, wherein the customer service dispatching device is executed by the processor to remove the highest priority from the dispatching strategy priority table and the dispatching operation is not performed After a dispatch strategy is used as a candidate dispatch strategy, it also includes the following steps:

    Judge whether the current dispatching strategy has preset dispatching conditions;

    If the current dispatch policy has dispatch conditions, determine whether the user account does not meet the dispatch conditions;

    If the user account does not meet the dispatch conditions, the next dispatch strategy is selected from the dispatch strategy table in the sort order as the current dispatch strategy, and jumps to the dispatch currently taken out of the judgment. Whether there is a step of preset dispatching conditions in the labor strategy, until the latest current dispatching strategy does not have the dispatching conditions, or the user account meets the dispatching conditions.
13. The customer service dispatching device according to any one of claims 9-12, wherein the customer service dispatching device is executed by the processor, and the customer service dispatching method further comprises the following steps:

    Receive the dispatch policy configuration information uploaded by the client;

    According to the dispatching strategy information, a dispatching strategy is created, and the service attributes and customer service agent groups that match the dispatching strategy are determined.
14. The customer service dispatching device according to claim 9, wherein when the customer service dispatching device is executed by the processor to calculate the matching scores between the service attributes and the dispatching policies, the following steps are included:

    Compare the service attributes and the dispatching strategies respectively, determine the matching results of the two, and obtain the matching weights of the two;

    Each of the matching results is coded separately, and combined with the corresponding matching weights, a preset matching formula is used to calculate the matching scores of the service attributes and the respective dispatching strategies.
15. A computer-readable storage medium having instructions stored on the computer-readable storage medium, wherein, when the instructions are executed by a processor, the customer service dispatching method according to any one of claims 1-7 is implemented.

    Receiving a customer service request initiated by a user account, and determining the service attribute of the user account according to the customer service request;

    Acquire a plurality of preset dispatching strategies, and respectively calculate the matching scores of the service attributes and the dispatching strategies;

    According to the matching score, sort the dispatching strategies to obtain the corresponding dispatching strategy priority table;

    According to the dispatch policy priority table, filter a customer service agent matching the user account from the customer service agent group, and dispatch the customer service request to the customer service agent.
16. 15. The computer-readable storage medium according to claim 15, wherein the execution of the customer service dispatching instruction by the processor when determining the service attribute of the user account according to the customer service request comprises the following steps:

    Determine the identity information of the user account according to the customer service request;

    According to the identification information, retrieve the user information corresponding to the user account to obtain one or more corresponding user tags;

    Based on the user tag, the service attribute of the user account is determined.
17. The customer service dispatching device according to claim 16, wherein the instructions for dispatching workers to the customer service are executed by the processor, and according to the dispatching strategy priority table, one is selected from the group of customer service agents that is related to the user When a customer service agent with a matching account and dispatching the customer service request to the customer service agent, the following steps are included:

    S1. Take a dispatch strategy with the highest priority and no dispatch operation from the dispatch strategy priority table as a candidate dispatch strategy;

    S2, based on the candidate dispatch strategy, select a customer service agent matching the user account from the customer service agent group and perform a dispatch operation;

    S3. Determine whether the current dispatch operation is successful;

    S4. If the dispatch is successful, dispatch the customer service request to the customer service agent;

    S5. If the assignment fails, S1-S3 will be executed until the assignment is successful.
18. The computer-readable storage medium according to claim 17, wherein the instructions for dispatching labor by the customer service are executed by the processor, and the dispatching strategy has the highest priority and the dispatching is not executed from the dispatch strategy priority table. After operating a dispatching strategy as a candidate dispatching strategy, it also includes the following steps:

    Judge whether the current dispatching strategy has preset dispatching conditions;

    If the current dispatch policy has dispatch conditions, determine whether the user account does not meet the dispatch conditions;

    If the user account does not meet the dispatch conditions, select the next dispatch strategy from the dispatch strategy table in the sort order as the current latest dispatch strategy, and jump to the dispatch currently taken out of the judgment. Whether there is a step of preset dispatching conditions in the labor strategy, it stops until the latest current dispatching strategy does not exist the dispatching conditions, or the user account meets the dispatching conditions.
19. 18. The computer-readable storage medium according to any one of claims 15-18, wherein the customer service dispatching instructions are executed by the processor, and the customer service dispatching method further comprises the following steps:

    Receive the dispatch policy configuration information uploaded by the client;

    According to the information of the dispatching strategy, a dispatching strategy is created, and the service attribute and the customer service agent group that match the dispatching strategy are determined.
20. The computer-readable storage medium according to claim 15, wherein when the instructions for dispatching workers by the customer service are executed by the processor, the calculation of the matching scores between the service attributes and the dispatching strategies respectively includes the following: step:

    Compare the service attributes and the dispatching strategies respectively, determine the matching results of the two, and obtain the matching weights of the two;

    Each of the matching results is coded separately, combined with the corresponding matching weights, and a preset matching formula is used to calculate the matching scores of the service attributes and the respective dispatching strategies.

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