CN-116320163-B - Seat service method, seat service device, computer equipment and storage medium

CN116320163BCN 116320163 BCN116320163 BCN 116320163BCN-116320163-B

Abstract

The embodiment of the application discloses an agent service method, an agent service device, computer equipment and a storage medium, which are used for receiving a service request initiated by a client terminal; the method comprises the steps of responding to a service request, obtaining priorities and group service states of a plurality of customer service skill groups, selecting target customer service skill groups from the customer service skill groups according to the priorities and the group service states, obtaining online agents in the target customer service skill groups, detecting service states of different types of services of the online agents to obtain agent service states of the online agents, selecting target agents for providing services for a client terminal from the target customer service skill groups according to the agent service states, and establishing communication connection between the target agents and the client terminal based on a communication mode of the client terminal initiating the service request. According to the scheme, the agent can support multiple services corresponding to different communication modes, and the target agent capable of providing the services is determined according to the service states of the multiple services, so that the agent resource waste and the client waiting time can be reduced.

Inventors

FU XINHUA

Assignees

平安银行股份有限公司

Dates

Publication Date: 20260512
Application Date: 20220908

Claims (9)

1. A seat service method, comprising: Receiving a service request initiated by a client terminal; acquiring priorities and group service states of a plurality of customer service skill groups in response to the service request, and selecting a target customer service skill group from the plurality of customer service skill groups according to the priorities and the group service states; Acquiring an online agent in the target customer service skill set, and detecting service states of different types of services of the online agent to obtain an agent service state of the online agent, wherein the online agent is a logged-in agent, and the agent service state is determined according to the service state of the online agent in each type of service; Selecting a target agent for providing service for the client terminal from the target customer service skill group according to the agent service state; based on the communication mode of the client terminal initiating the service request, establishing communication connection between the target seat and the client terminal; The selecting a target customer service skill set from the plurality of customer service skill sets according to the priority and the group service status, comprising: sequentially detecting group service states of the customer service skill groups according to the priorities of the customer service skill groups; If the group service state of the customer service skill group is an idle state, selecting the target customer service skill group from the customer service skill groups with the idle state according to the priority, wherein the group service state of the customer service skill group is the idle state, which indicates that the agents in the customer service skill group are in the idle state.
2. The method of claim 1, wherein selecting a target agent from the target customer service skill set to serve the client terminal based on the agent service status comprises: screening candidate agents with the agent service states meeting the conditions from the online agents of the target customer service skill group; And selecting the target agent from the candidate agents according to the service recommendation degree of the candidate agents.
3. The method of claim 1, wherein the different types of services correspond to different communication modes, and wherein after the establishing of the communication connection between the target agent and the client terminal based on the communication mode in which the client terminal initiated the service request, the method further comprises: setting the service state of the service corresponding to the communication mode of the target agent as a busy state; And after the communication connection between the target agent and the client terminal is disconnected, setting the service state of the service corresponding to the communication mode of the target agent as an idle state.
4. The method of claim 1, wherein after sequentially detecting the group service status of the customer service skill group according to the priority of the customer service skill group, the method further comprises: if the group service state of each customer service skill group is in a busy state, acquiring the request quantity in a request queue; and if the number of the requests is smaller than a preset threshold, adding the service requests into the request queue for waiting for response, and pushing a queuing message to the terminal.
5. The method of claim 4, wherein after obtaining the number of requests in the request queue if the group service status of each customer service skill group is busy, the method further comprises: If the request quantity is larger than or equal to the preset threshold value, rejecting communication connection with the client terminal; and sending a connection failure message to the client terminal.
6. A method according to any one of claims 1-3, wherein the service request carries a customer level, wherein the obtaining of a priority and a group service status of a plurality of customer service skill sets in response to the service request, and selecting a target customer service skill set from the plurality of customer service skill sets based on the priority and the group service status, comprises: acquiring priorities of a plurality of customer service skill groups in response to the service request; detecting a group service state of a customer service skill group with priority matched with the customer grade; And selecting the target customer service skill group from the customer service skill groups with the priority matched with the customer grade according to the group service state.
7. An agent service device, comprising: the receiving unit is used for receiving the service request initiated by the client terminal; A first selection unit, configured to obtain priorities and group service states of a plurality of customer service skill groups in response to the service request, and select a target customer service skill group from the plurality of customer service skill groups according to the priorities and the group service states; the online agent service state is determined according to the service state of the online agent in each type of service, and when the service states of all types of services of the online agent are idle states, the service state of the online agent is the idle state, otherwise, the service state of the online agent is the busy state; The second selection unit is used for selecting a target agent for providing service for the client terminal from the target customer service skill group according to the agent service state; The establishing unit is used for establishing communication connection between the target seat and the client terminal based on the communication mode of the client terminal initiating the service request; The selecting a target customer service skill set from the plurality of customer service skill sets according to the priority and the group service status, comprising: sequentially detecting group service states of the customer service skill groups according to the priorities of the customer service skill groups; If the group service state of the customer service skill group is an idle state, selecting the target customer service skill group from the customer service skill groups with the idle state according to the priority, wherein the group service state of the customer service skill group is the idle state, which indicates that the agents in the customer service skill group are in the idle state.
8. A computer device comprising a memory storing a computer program and a processor for running the computer program in the memory to perform the agent service method of any one of claims 1 to 6.
9. A computer readable storage medium for storing a computer program, the computer program being loaded by a processor to perform the agent service method of any one of claims 1 to 6.

Description

Seat service method, seat service device, computer equipment and storage medium Technical Field The application relates to the technical field of communication, in particular to an agent service method, an agent service device, computer equipment and a storage medium, wherein the storage medium is a computer readable storage medium. Background In the conventional agent service process, corresponding agents are set for service requests initiated by different communication modes, and with the development of instant messaging technology, the difference of the working intensity of agents for service in different communication modes is large, for example, the number of people requesting to connect services by dialing customer service calls through calls is smaller than the number of people initiating network calls through application programs, which results in the problem that the workload of agents responsible for service of network calls is caused, the agents responsible for service of customer service calls cannot assist in providing services, the problem that the agent resources are wasted, the time for customers to wait for services is too long, and the like. Disclosure of Invention The embodiment of the application provides an agent service method, an agent service device, computer equipment and a storage medium, which can reduce agent resource waste and customer waiting time. The seat service method provided by the embodiment of the application comprises the following steps: Receiving a service request initiated by a client terminal; acquiring priorities and group service states of a plurality of customer service skill groups in response to the service request, and selecting a target customer service skill group from the plurality of customer service skill groups according to the priorities and the group service states; acquiring an online agent in the target customer service skill group, and detecting service states of different types of services of the online agent to obtain an agent service state of the online agent; Selecting a target agent for providing service for the client terminal from the target customer service skill group according to the agent service state; And establishing communication connection between the target seat and the client terminal based on the communication mode of the client terminal initiating the service request. Correspondingly, the embodiment of the application also provides an agent service device, which comprises: the receiving unit is used for receiving the service request initiated by the client terminal; A first selection unit, configured to obtain priorities and group service states of a plurality of customer service skill groups in response to the service request, and select a target customer service skill group from the plurality of customer service skill groups according to the priorities and the group service states; the detection unit is used for acquiring the online agents in the target customer service skill group, and detecting service states of different types of services of the online agents to obtain the agent service states of the online agents; The second selection unit is used for selecting a target agent for providing service for the client terminal from the target customer service skill group according to the agent service state; the establishing unit is used for establishing communication connection between the target seat and the client terminal based on the communication mode of the client terminal initiating the service request. In an embodiment, the second selecting unit includes: A screening subunit, configured to screen, from online agents of the target customer service skill group, candidate agents whose agent service status satisfies a condition; and the agent selecting subunit is used for selecting the target agent from the candidate agents according to the service recommendation degree of the candidate agents. In an embodiment, the different types of services correspond to different communication modes, and the agent service device further includes: A first state setting unit, configured to set a service state of a service corresponding to the communication mode and the target agent to a busy state; And the second state setting unit is used for setting the service state of the service corresponding to the communication mode of the target agent to be an idle state after the communication connection between the target agent and the client terminal is disconnected. In an embodiment, the first selecting unit includes: The first state detection subunit is used for sequentially detecting the group service states of the customer service skill groups according to the priorities of the customer service skill groups; And the first selecting subunit is used for selecting the target customer service skill group from the customer service skill groups with the group service states in the idle state according to the priority if the group service states w