CN-116489153-B - Information distribution method and device, storage medium and electronic equipment

CN116489153BCN 116489153 BCN116489153 BCN 116489153BCN-116489153-B

Abstract

The application discloses an information distribution method and device, a storage medium and electronic equipment. The method comprises the steps of obtaining target interaction information pushed by a first customer service system associated with a target service platform, wherein the target interaction information is interaction information received by the target service platform, shunting the target interaction information through a second customer service system under the condition that the target interaction information belongs to a first interaction information type, wherein the second customer service system is different from the first customer service system, and returning the target interaction information to the first customer service system under the condition that the target interaction information belongs to a second interaction information type so as to shunt the target interaction information by the first customer service system. The application solves the technical problem of low flexibility of information distribution.

Inventors

ZHAN XINZHE
LI YUNCHENG
HE CHEN
WEI FENGLIAN
ZOU TAO

Assignees

腾讯科技（深圳）有限公司

Dates

Publication Date: 20260512
Application Date: 20220117

Claims (13)

1. An information distribution method, comprising: acquiring target interaction information pushed by a first customer service system of a target service platform, wherein the target interaction information is interaction information received by the target service platform, and the first customer service system is an official customer service workbench built by the target service platform; under the condition that the target interaction information belongs to a first interaction information type, carrying out shunt processing on the target interaction information through an open second customer service system, wherein the second customer service system is different from the first customer service system, the second customer service system is an open system built by an applet developer, and the first customer service system opens service capacity to the second customer service system in the form of an API; Guiding the developer to configure page source parameters simultaneously when the developer configures a service button on the page of the applet, wherein the page source parameters are custom content of the developer, and when a user clicks the service button to pull up a session, the applet pushes a pull-up event and the page source parameters together to the second service system, and the second service system pushes the pull-up event and the page source parameters together to a server of the developer through the API; After the target interaction information is shunted through the open second customer service system, the method further comprises the steps that the second customer service system adds a customer service account list bound by the small program to the developer, the customer service account list is pushed to the developer through the API, after the developer shunts the inside, a user session and the distributed customer service are transferred to the second customer service system as a group of information, and the second customer service system pushes the user session to an accessed list of the distributed customer service according to the information; and returning the target interaction information to the first client system under the condition that the target interaction information belongs to a second interaction information type, so that the first client system carries out distribution processing on the target interaction information.
2. The method of claim 1, wherein the offloading the target interaction information by the second customer service system comprises: Acquiring information identification data of the target interaction information, wherein the information identification data is identification data of the target interaction information on the target service platform; and forwarding the target interaction information and the information identification data to a first customer service account number associated with the second customer service system so that the first customer service account number processes the target interaction information.
3. The method of claim 2, wherein the step of determining the position of the substrate comprises, Before the information identification data of the target interaction information is obtained, the method comprises the steps of obtaining original identification data carried in the target interaction information, wherein the original identification data are identification data associated with the target interaction information on the target service platform; the step of obtaining the information identification data of the target interaction information comprises the step of obtaining the information identification data corresponding to the original identification data.
4. The method of claim 3, wherein the step of, The original identification data comprises at least one of identification data and service identification data, wherein the identification data is account identification data of a target user account initiating the target interaction information on the target service platform, and the service identification data is identification data of target service provided by the target service platform for the target user account and requested by the target interaction information; when the original identification data comprises the identity identification data, the information identification data comprises identity association data, wherein the identity association data is account attribute data of the target user account; in the case that the original identification data includes the service identification data, the information identification data includes service association data, wherein the service association data is service attribute data of the target service.
5. The method of claim 3, wherein the step of, Before the information identification data corresponding to the original identification data is obtained, the method comprises the steps of sending the original identification data to a target database associated with the second customer service system, wherein data stored in the target database are a plurality of second identification data stored according to an index relation with first identification data, the first identification data comprises the original identification data, and the second identification data comprises the information identification data; The obtaining the information identification data corresponding to the original identification data comprises obtaining the information identification data which is indexed in the target database according to the original identification data and has the index relation with the original identification data.
6. The method of claim 2, comprising, prior to said forwarding said targeted interaction information and said information identifying data to a first customer service account associated with said second customer service system to cause said first customer service account to process said targeted interaction information: And determining the first customer service account number from a plurality of customer service account numbers associated with the second customer service system according to the information identification data, wherein the matching degree between the first customer service account number and the information identification data reaches a target threshold.
7. The method of claim 1, wherein the step of determining the position of the substrate comprises, Before the target interaction information is returned to the first customer service system, determining a second customer service account number from a plurality of customer service account numbers associated with the second customer service system; The returning the target interaction information to the first customer service system comprises returning the target interaction information and the account identification of the second customer service account to the first customer service system, so that the first customer service system calls a third customer service account corresponding to the account identification of the second customer service account to process the target interaction information.
8. The method according to claim 1 or 7, wherein, Before the target interaction information is returned to the first client system, determining a system identifier of the first client system according to the target interaction information; The returning the target interaction information to the first customer service system comprises returning the target interaction information and the system identification to a target customer service system, so that the target customer service system calls the first customer service system corresponding to the system identification to process the target interaction information.
9. The method according to any one of claims 1 to 7, comprising, after said obtaining the target interaction information pushed by the first client system associated with the target service platform: acquiring target key information in the target interaction information; And under the condition that the target key information is positioned in the key information list, determining that the target interaction information belongs to the first interaction information type or the second interaction information type.
10. An information distribution device, comprising: the first acquisition unit is used for acquiring target interaction information pushed by a first customer service system of a target service platform, wherein the target interaction information is interaction information received by the target service platform, and the first customer service system is an official customer service workbench built by the target service platform; The first distribution unit is used for distributing the target interaction information through an open second customer service system under the condition that the target interaction information belongs to a first interaction information type, wherein the second customer service system is different from the first customer service system, the second customer service system is an open system built by an applet developer, and the first customer service system opens service capacity to the second customer service system in an API (application program interface) mode; the second shunt unit is used for returning the target interaction information to the first client system under the condition that the target interaction information belongs to a second interaction information type so as to shunt the target interaction information by the first client system; The device is further configured to, before the target interaction information is shunted by the open second customer service system, guide the developer to configure a page source parameter when the page of the applet configures a customer service button, where the page source parameter is the self-defined content of the developer, and when a user clicks the customer service button to pull up a session, push a pull-up event and the page source parameter to the second customer service system together, where the second customer service system pushes the pull-up event and the page source parameter to a server of the developer together through the API; the device is further configured to, after the target interaction information is shunted by the open second customer service system, enable the second customer service system to newly add a customer service account list bound by the applet to the developer through the API, enable the developer to shunt the user session and the allocated customer service into a group of information and forward the group of information to the second customer service system, and enable the second customer service system to push the user session into an accessed list of the allocated customer service according to the information.
11. A computer readable storage medium, characterized in that the computer readable storage medium comprises a stored program, wherein the program when run performs the method of any one of claims 1 to 9.
12. A computer program product comprising computer programs/instructions which, when executed by a processor, implement the steps of the method of any one of claims 1 to 9.
13. An electronic device comprising a memory and a processor, characterized in that the memory has stored therein a computer program, the processor being arranged to execute the method according to any of the claims 1 to 9 by means of the computer program.

Description

Information distribution method and device, storage medium and electronic equipment Technical Field The present application relates to the field of computers, and in particular, to an information distribution method, an information distribution device, a storage medium, and an electronic device. Background The information distribution can effectively improve user session experience under the scenes of user consultation and the like, but the information distribution of the related technology is single and closed and is generally limited to a single customer service system, so that the problem of low flexibility of the information distribution is caused. Therefore, there is a problem in that the flexibility of information distribution is low. In view of the above problems, no effective solution has been proposed at present. Disclosure of Invention The embodiment of the application provides an information distribution method, an information distribution device, a storage medium and electronic equipment, which are used for at least solving the technical problem of low flexibility of information distribution. According to one aspect of the embodiment of the application, an information distribution method is provided, which comprises the steps of obtaining target interaction information pushed by a first customer service system associated with a target service platform, wherein the target interaction information is interaction information received on the target service platform, distributing the target interaction information through a second customer service system under the condition that the target interaction information belongs to a first interaction information type, wherein the second customer service system is different from the first customer service system, and returning the target interaction information to the first customer service system under the condition that the target interaction information belongs to a second interaction information type, so that the first customer service system distributes the target interaction information. According to another aspect of the embodiment of the application, an information distribution device is provided, which comprises a first acquisition unit, a first distribution unit and a second distribution unit, wherein the first acquisition unit is used for acquiring target interaction information pushed by a first customer service system associated with a target service platform, the target interaction information is interaction information received on the target service platform, the first distribution unit is used for distributing the target interaction information through a second customer service system under the condition that the target interaction information belongs to a first interaction information type, the second customer service system is different from the first customer service system, and the second distribution unit is used for returning the target interaction information to the first customer service system under the condition that the target interaction information belongs to a second interaction information type, so that the first customer service system distributes the target interaction information. The first distribution unit comprises a first acquisition module and a first sending module, wherein the first acquisition module is used for acquiring information identification data of the target interaction information, the information identification data is identification data of the target interaction information on the target service platform, and the first sending module is used for forwarding the target interaction information and the information identification data to a first customer service account number associated with the second customer service system so that the first customer service account number can process the target interaction information. As an alternative scheme, the device comprises a second acquisition module and a first acquisition module, wherein the second acquisition module is used for acquiring original identification data carried in the target interaction information before the acquisition of the information identification data of the target interaction information, the original identification data is identification data associated with the target interaction information on the target service platform, and the first acquisition module comprises an acquisition sub-module used for acquiring the information identification data corresponding to the original identification data. As an alternative scheme, the original identification data comprises at least one of identification data and service identification data, wherein the identification data is account identification data of a target user account initiating the target interaction information on the target service platform, the service identification data is identification data of a target service provided by the target service platform for the target user account and