CN111601003A - Session establishment method and device - Google Patents
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- CN111601003A CN111601003A CN202010411651.5A CN202010411651A CN111601003A CN 111601003 A CN111601003 A CN 111601003A CN 202010411651 A CN202010411651 A CN 202010411651A CN 111601003 A CN111601003 A CN 111601003A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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Abstract
The invention provides a session establishing method and a device, wherein the method comprises the following steps: when a session service request is received, determining a user corresponding to the session service request, and determining an idle seat set; judging whether a historical good seat corresponding to the user exists in the idle seat set; if the characteristic information does not exist, acquiring the characteristic information of the user; judging whether an alternative seat exists in the idle seat set or not; the alternative seat is a seat successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information; if the spare seats exist in the free seat set, determining the feature matching degree of the feature information and the image of each spare seat, and determining a target seat in each spare seat based on each feature matching degree; and distributing the session service request to a target agent, so that the target agent establishes a session with a terminal corresponding to the user according to the session service request. By applying the method provided by the invention, the seat which can meet the conversation service requirement can be determined for the user.
Description
Technical Field
The invention relates to the technical field of intelligent customer service distribution, in particular to a session establishment method and device.
Background
In recent years, with the increasing requirement of users on the service quality of enterprises, the seat service is becoming more and more important, the seat service is a mode that a call center system provides session service for customers, and the seat service is a process that seat personnel provide corresponding service for customers through a support system of the call center. The service problem can be solved for the customer through the seat service, thereby improving the experience of the user.
In the prior art, when a call center receives a session service request of a user, in order to avoid a problem of congestion of incoming telephone lines, an idle agent is generally randomly allocated to the user, however, by randomly allocating the idle agent, a service provided by the agent allocated to the user may not meet a requirement of the user.
Disclosure of Invention
The technical problem to be solved by the invention is to provide a session establishing method, so that the session service provided by the agents distributed for the users can meet the requirements of the users.
The invention also provides a session establishing device for ensuring the realization and the application of the method in practice.
A session establishment method, comprising:
when a session service request is received, determining a user corresponding to the session service request, and determining an idle seat set in a pre-established seat set;
judging whether a historical good comment seat corresponding to the user exists in the free seat set;
if the historical good comment seat does not exist in the idle seat set, acquiring characteristic information of the user, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user;
matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of the seat in the idle seat set to judge whether the idle seat set has an alternative seat; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
if the spare seats exist in the free seat set, determining the feature matching degree of the feature information and the portrait of each spare seat, and determining a target seat in each spare seat based on each feature matching degree;
and distributing the session service request to the target seat, so that the target seat establishes a session with the terminal corresponding to the user according to the session service request.
Optionally, the method for determining whether there is a historical good seat corresponding to the user in the idle seat set includes:
acquiring a historical session record of the user;
judging whether a historical seat corresponding to the user exists in the idle seat set or not according to the historical session record;
if yes, determining the satisfaction degree score of the historical seat;
judging whether the satisfaction degree score of the historical seat is larger than a preset score threshold value or not;
and if not, judging that no historical good-appraisal seat corresponding to the user exists in the idle seat set.
The above method, optionally, further includes:
and if the historical good-appraisal seat corresponding to the user exists in the idle seat set, distributing the session service request to the historical good-appraisal seat, so that the historical good-appraisal seat establishes a session with a terminal corresponding to the user according to the session service request.
Optionally, the determining a feature matching degree between the feature information and each candidate agent includes:
and for each portrait of the candidate seats, determining a weight score corresponding to a feature dimension of the feature information successfully matched with the portrait of the candidate seat, and determining the feature matching degree of the feature information and the portrait of the candidate seat according to each weight score.
Optionally, the determining a target agent in each of the candidate agents based on each of the feature matching degrees includes:
and determining the characteristic matching degree with the maximum value in each characteristic matching degree, and determining the alternative seat corresponding to the characteristic matching degree with the maximum value as the target seat.
A session establishment apparatus, comprising:
the system comprises a receiving unit, a service processing unit and a service processing unit, wherein the receiving unit is used for determining a user corresponding to a session service request when the session service request is received, and determining an idle seat set in a pre-established seat set;
the judging unit is used for judging whether a historical good comment seat corresponding to the user exists in the idle seat set or not;
the obtaining unit is used for obtaining the characteristic information of the user when the historical good comment seat does not exist in the idle seat set, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user;
the matching unit is used for matching the feature value of each feature dimension of the feature information with the portrait of the seat in the idle seat set so as to judge whether the idle seat set has an alternative seat or not; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
the determining unit is used for determining the feature matching degree of the feature information and the image of each candidate seat when the candidate seats exist in the free seat set, and determining a target seat in each candidate seat based on each feature matching degree;
a first allocating unit, configured to allocate the session service request to the target agent, so that the target agent establishes a session with a terminal corresponding to the user according to the session service request.
The above apparatus, optionally, the determining unit includes:
the acquisition subunit is used for acquiring the historical session record of the user;
the first judging subunit is used for judging whether a historical seat corresponding to the user exists in the idle seat set according to the historical session record;
a first determining subunit, configured to determine a satisfaction score of a historical agent when the historical agent corresponding to the user exists in the idle agent set;
the second judgment subunit judges whether the satisfaction degree score of the historical seat is greater than a preset score threshold value;
and the judging subunit is used for judging that no history good-evaluation seat corresponding to the user exists in the idle seat set under the condition that the satisfaction degree score of the history seat is not greater than the score threshold value.
The above apparatus, optionally, further comprises: a second distributing unit;
the second allocating unit is configured to, when a history good comment seat corresponding to the user exists in the idle seat set, allocate the session service request to the history good comment seat, so that the history good comment seat establishes a session with a terminal corresponding to the user according to the session service request.
The above apparatus, optionally, the determining unit that determines the feature matching degree between the feature information and the feature of each candidate agent includes:
and the second determining subunit is used for determining a weight score corresponding to a feature dimension of each image of the candidate seat, wherein the feature dimension of each image of the candidate seat is successfully matched with the feature information, and determining the feature matching degree of the feature information and the image of the candidate seat according to the weight scores.
Optionally, the determining unit that determines the target agent in each of the candidate agents based on each of the feature matching degrees includes:
and the third determining subunit is configured to determine, from the feature matching degrees, a feature matching degree with a largest value, and determine the candidate agent corresponding to the feature matching degree with the largest value as the target agent.
Compared with the prior art, the invention has the following advantages:
the invention provides a session establishing method and a device, wherein the method comprises the following steps: when a session service request is received, determining a user corresponding to the session service request, and determining an idle seat set in a pre-established seat set; judging whether a historical good comment seat corresponding to the user exists in the free seat set; if the historical good comment seat does not exist in the idle seat set, acquiring characteristic information of the user, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user; matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of the seat in the idle seat set to judge whether the idle seat set has an alternative seat; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs; if the spare seats exist in the free seat set, determining the feature matching degree of the feature information and the portrait of each spare seat, and determining a target seat in each spare seat based on each feature matching degree; and distributing the session service request to the target seat, so that the target seat establishes a session with the terminal corresponding to the user according to the session service request. By applying the method provided by the invention, the characteristic information of the user can be matched with the portrait of the seat in the idle set, so that the target seat with characteristic matching degree with the characteristic information of the user is determined, the session service is provided for the user through the target seat, and the session service requirement of the user can be met.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a flowchart of a method of session establishment according to the present invention;
FIG. 2 is a flowchart of a process for determining whether there is a historical good seat corresponding to a user in an idle seat set according to the present invention;
FIG. 3 is an exemplary diagram of an implementation scenario provided by the present invention;
fig. 4 is a schematic structural diagram of a session establishment apparatus provided in the present invention;
fig. 5 is a schematic structural diagram of an electronic device provided in the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The invention is operational with numerous general purpose or special purpose computing device environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multi-processor apparatus, distributed computing environments that include any of the above devices or equipment, and the like.
The embodiment of the invention provides a session establishment method, which can be applied to various system platforms, wherein an execution main body of the method can be a processor of a server, and a flow chart of the method is shown in fig. 1 and specifically comprises the following steps:
s101: when a session service request is received, determining a user corresponding to the session service request, and determining an idle agent set in a pre-established agent set.
In the method provided by the embodiment of the invention, the session service request can be sent by the user through the corresponding terminal, and can also be sent by the intelligent response system under the condition that the problem knowledge base cannot solve the problem of the user.
The session service request may include an identity of a user, and the user corresponding to the session service request may be determined according to the identity, where the identity may be a phone number, an identity ID, an account number, or the like of the user.
Specifically, the seat set includes a plurality of seats, and an idle seat set can be determined by the state information of each seat, and the idle seat set includes each seat in an idle state.
S102: and judging whether the historical good seat corresponding to the user exists in the free seat set, if so, executing S103, and if not, executing S104.
In the method provided by the embodiment of the invention, whether the historical good evaluation seat of the user exists or not can be determined through the historical evaluation record of the user, and if so, whether the historical good evaluation seat is in the idle seat set or not is determined, namely, whether the historical good evaluation seat is in an idle state or not is determined.
The historical good-evaluation seat can be a historical seat which scores satisfaction to meet a preset condition, the historical seat can be a seat which provides session service for the user at present, and the satisfaction score can be the score of the user on the historical seat after the user receives the session service of the historical seat.
S103: and distributing the session service request to the historical good comment seat, so that the historical good comment seat establishes a session with the terminal corresponding to the user according to the session service request.
S104: and acquiring characteristic information of the user, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user.
In the method provided by the embodiment of the present invention, the feature information may include feature values of one or more feature dimensions of a transaction type dimension, an incoming line time period dimension, a user gender dimension, a user age dimension, a user rating dimension, a user location dimension, and the like of the user.
The feature information of the user may be obtained through the session service request, for example, the feature information of the user may be obtained in the session service request; the characteristic value of the dimension of the display time period can be determined through timestamp information contained in the session service request, the characteristic value of the dimension of the transaction type can be determined through business information contained in the session service request, and the characteristic values of various characteristic dimensions such as the user gender dimension, the user age dimension, the user grade dimension, the user location region dimension and the like of the user can be obtained in a database based on the identity in the session service request; and combining the characteristic values of various characteristic dimensions into the characteristic information of the user.
S105: matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of the seat in the idle seat set to judge whether the idle seat set has an alternative seat; if not, S106 is executed, and if yes, S107 is executed.
The candidate seats are seats successfully matched with the feature value of at least one feature dimension of the feature information through the portrait, and the portrait is used for representing the feature condition of each feature dimension of the seats to which the portrait belongs.
In the method provided by the embodiment of the invention, the portrait of each agent can be set based on the satisfaction degree scores of all historical users of the agent and the characteristic value of the characteristic dimension of each historical user.
Each characteristic dimension corresponding to the image of the seat can be the same as each characteristic dimension corresponding to the characteristic information of the user, namely, the image can represent the characteristic conditions of the transaction type dimension, the incoming line time period dimension, the user gender dimension, the user age dimension, the user grade dimension and the user region dimension of the seat; the characteristic of the user whose seat is good for service can be determined by the characteristic state of each dimension of the image of the seat.
For example, a characteristic condition of the transaction type dimension of an agent represented in the representation may indicate that the agent is adept at providing session services for a user for transaction pipelining and loan transactions; the characteristic status of the user age dimension of the agent represented in the representation may indicate that the agent is good at providing conversational services for users in the age range of 20-30 years, and so on.
Specifically, one way to match the feature value of each feature dimension of the feature information with the portrait of the seat in the free seat set may be: and matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of all the agents in the idle agent set. Another way may be: and sequentially matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of the seat in the idle seat set within a preset matching duration. By setting the matching duration, the matching duration can be avoided from being too long under the condition that the number of the seats in the idle seat set is large.
S106: and randomly selecting one seat from the idle seat set, and distributing the session service request to the selected seat so that the selected seat establishes a session according to the session service request.
In the method provided by the embodiment of the present invention, when there is no alternative agent in the idle agent set, if the agents in the idle agent set are distributed in different regions, another feasible way to select the agents may be: and selecting the seat closest to the region where the user is located from the idle seat set.
S107: and determining the feature matching degree of the feature information and the image of each candidate seat, and determining a target seat in each candidate seat based on each feature matching degree.
In the method provided by the embodiment of the invention, the matching degree of the feature information and the feature of each portrait is determined according to the feature dimension successfully matched with the portrait in the feature information.
S108: and distributing the session service request to the target seat, so that the target seat establishes a session with the terminal corresponding to the user according to the session service request.
By applying the method provided by the embodiment of the invention, the characteristic information of the user can be matched with the portrait of the seats in the idle set so as to determine the alternative seats of the high-quality service provided for the user, and the target seat capable of providing the optimal session service for the user can be further determined by combining the characteristic matching degree of the characteristic information of the user and the portrait of each alternative seat, so that the high-quality session service is provided for the user by applying the target seat, the service requirement of the user can be met, and the experience of the user is improved.
In the method provided in the embodiment of the present invention, based on the implementation process, specifically, the process of determining whether there is a historical good seat corresponding to the user in the idle seat set, as shown in fig. 2, specifically includes:
s201: and acquiring the historical session record of the user.
In the method provided by the embodiment of the invention, the historical conversation record at least comprises the identifier of the historical seat which provides the conversation service for the user; the session time of each session service and the satisfaction rating of the user for the historical agent may also be included.
S202: and judging whether the historical seats corresponding to the user exist in the idle seat set or not according to the historical session records, if so, executing S203, and if not, executing S206.
In the method provided by the embodiment of the present invention, one way of determining whether the historical seat corresponding to the user exists in the idle seat set according to the historical session record may be: comparing the identifier of the historical seat in the historical session record with the target identifier of each seat in the idle seat set to judge whether the historical seat corresponding to the user exists in the idle seat set, if the seat with the target identifier consistent with the identifier of the historical seat in the historical session record exists in the idle seat set, determining that the historical seat corresponding to the user exists in the idle seat set, and if the seat with the target identifier consistent with the identifier of the historical seat in the historical session record does not exist in the idle seat set, determining that the historical seat corresponding to the user does not exist in the idle seat set.
S203: determining a satisfaction score of the historical agent.
In the method provided by the embodiment of the invention, the satisfaction degree score of the historical seat can be determined in the historical conversation record or the score record of the user, and the score record is used for recording the satisfaction degree score of the user to each historical seat.
S204: judging whether the satisfaction degree score of the historical seat is larger than a preset score threshold value or not; if so, S205 is executed, and if not, S206 is executed.
S205: and judging that the historical good-evaluation seat corresponding to the user exists in the idle seat set, and determining the historical seat with the session time closest to the current time node as the historical good-evaluation seat in each historical seat with the satisfaction degree score larger than the score threshold value.
In the method provided by the embodiment of the invention, the session time can comprise the session starting time point and the session ending time point of the user and the historical seat.
Optionally, when the satisfaction score of the historical agent is greater than a preset score threshold, for each session time, a time interval between a session start time point or a session end time point of the session time and the current time point may be determined, and the historical agent corresponding to the session time with the shortest time interval of the current time node is determined as the historical good-scoring agent, that is, the historical agent with the session time closest to the current time node is determined as the historical good-scoring agent.
S206: and judging that no historical good comment seat corresponding to the user exists in the idle seat set.
In the method provided in the embodiment of the present invention, based on the implementation process, specifically, determining the feature matching degree between the feature information and each of the candidate agents includes:
and for each portrait of the candidate seats, determining a weight score corresponding to a feature dimension of the feature information successfully matched with the portrait of the candidate seat, and determining the feature matching degree of the feature information and the portrait of the candidate seat according to each weight score.
In the method provided by the embodiment of the invention, the weight score is set for each characteristic dimension in advance, and the weight scores of the characteristic dimensions can be the same or different.
Optionally, the scoring weight corresponding to the transaction type dimension may be set to 10, the scoring weight corresponding to the incoming line time period dimension may be set to 2, the scoring weight corresponding to the customer gender dimension may be set to 2, the scoring weight corresponding to the customer age may be set to 8, the scoring weight corresponding to the customer grade may be set to 10, and the scoring weight corresponding to the customer location area dimension may be set to 4. It should be understood that the weight score corresponding to each feature dimension may be a score set to any size, and may be specifically set according to actual requirements.
Wherein, the feature matching degree of the feature information and the portrait can be obtained by calculating the weight score corresponding to the feature dimension of the feature information and the portrait which are successfully matched.
Specifically, a way to calculate the weight score may be: and adding the weight scores corresponding to the feature dimensions successfully matched with the portrait to obtain the feature matching degree of the feature information and the portrait.
For example, if the feature dimensions successfully matched with the portrait include a transaction type dimension, a customer age dimension, and a customer level dimension, the weight score corresponding to the transaction type dimension, the weight score corresponding to the customer age dimension, and the weight score corresponding to the customer level dimension are added to obtain a feature matching degree, that is, the feature matching degree is 10+8+10 — 28.
In the method provided in the embodiment of the present invention, based on the foregoing implementation process, specifically, the determining a target agent in each of the candidate agents based on each of the feature matching degrees includes:
and determining the characteristic matching degree with the maximum value in each characteristic matching degree, and determining the alternative seat corresponding to the characteristic matching degree with the maximum value as the target seat.
In the method provided by the embodiment of the invention, the candidate seat corresponding to the feature matching degree with the largest value can be determined as the target seat by comparing the feature matching degrees.
For example, the degree of matching between the feature information of the user and the image of the candidate agent a is 20, the degree of matching between the feature information of the user and the image of the candidate agent B is 22, the degree of matching between the feature information of the user and the image of the candidate agent C is 28, and the value of the degree of matching between the features corresponding to the candidate agent C is the largest, so that the candidate agent C can be specified as the target agent.
Referring to fig. 3, which is an exemplary diagram of an implementation scenario provided by the present invention, the implementation scenario provided by the embodiment of the present invention includes a server 301, a terminal 302, and an idle agent set 303, where the idle agent set includes a plurality of agents in an idle state.
In practice, each agent in the terminal 302 and the set of free agents 303 shown in fig. 3 may be an electronic device such as a cell phone, a tablet, a personal computer, etc. The server 301 may be one server, a server cluster composed of a plurality of servers, or a cloud computing service center.
In case that the user needs a session service provided by an agent, the user may send a session service request, which may contain feature information of the user, to the server 301 through the terminal 302. The dimension value of each characteristic dimension of the characteristic information is used for characterizing the characteristics of the user, for example, the dimension value of the transaction type dimension in the characteristic information can characterize the business which the user needs to handle currently, such as bank card balance inquiry business, account opening bank inquiry business, loan transaction or financial transaction, etc., the dimension of the time period dimension of incoming lines in the feature information may represent that the current session service request time of the user is 45 minutes at 9 am, the dimension of the gender dimension of the user in the feature information may represent that the gender of the user is male or female, the dimension of the age dimension of the user in the feature information may represent that the age of the user is 30 years old, the dimension of the user grade dimension in the feature information may represent that the user is a normal user or a high-grade user, and the dimension of the region where the user is located in the feature information may represent that the user is currently in a province.
When the server 301 receives the session service request, determining a user corresponding to the session service request and an idle agent set 303; judging whether a historical good comment seat corresponding to the user exists in an idle seat set 303; if no historical good comment seat exists in the free seat set, acquiring the characteristic information of the user; matching the feature value of each feature dimension of the feature information with the portrait of the seat in the idle seat set 303 to judge whether an alternative seat exists in the idle seat set 303; if the spare seats exist in the free seat set 303, determining the feature matching degree of the feature information and the image of each spare seat, and determining a target seat in each spare seat based on each feature matching degree; and distributing the session service request to a target agent, so that the target agent establishes a session with the terminal 302 corresponding to the user according to the session service request.
Embodiments of the present invention relate to networks that are media providing communication links and may include various types of connections, such as wired and/or wireless communication links, and the like.
Corresponding to the method described in fig. 1, an embodiment of the present invention further provides a session establishment apparatus, which is used for specifically implementing the method in fig. 1, where the session establishment apparatus provided in the embodiment of the present invention may be applied to a server, and a schematic structural diagram of the session establishment apparatus is shown in fig. 4, and specifically includes:
a receiving unit 401, configured to determine, when a session service request is received, a user corresponding to the session service request, and determine an idle agent set from pre-established agent sets;
a determining unit 402, configured to determine whether a historical good seat corresponding to the user exists in the idle seat set;
an obtaining unit 403, configured to obtain feature information of the user when the historical good opinion seat does not exist in the idle seat set, where the feature information includes a feature value of each feature dimension of the user;
a matching unit 404, configured to match a feature value of each feature dimension of the feature information with an image of an agent in the idle agent set, so as to determine whether an alternative agent exists in the idle agent set; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
a determining unit 405, configured to determine, when the candidate seats exist in the free seat set, a feature matching degree between the feature information and an image of each candidate seat, and determine a target seat in each candidate seat based on each feature matching degree;
a first allocating unit 406, configured to allocate the session service request to the target agent, so that the target agent establishes a session with a terminal corresponding to the user according to the session service request.
By applying the session establishing device provided by the embodiment of the invention, the characteristic information of the user can be matched with the portrait of the seats in the idle set so as to determine the alternative seats of the high-quality service provided for the user, and the characteristic matching degree of the characteristic information of the user and the portrait of each alternative seat is combined, so that the target seat capable of providing the optimal session service for the user can be further determined, the session service is provided for the user by applying the target seat, the service requirement of the user can be met, and the experience of the user is improved.
In an embodiment of the present invention, based on the above scheme, specifically, the determining unit 402 includes:
the acquisition subunit is used for acquiring the historical session record of the user;
the first judging subunit is used for judging whether a historical seat corresponding to the user exists in the idle seat set according to the historical session record;
a first determining subunit, configured to determine a satisfaction score of a historical agent when the historical agent corresponding to the user exists in the idle agent set;
the second judgment subunit judges whether the satisfaction degree score of the historical seat is greater than a preset score threshold value;
and the judging subunit is used for judging that no history good-evaluation seat corresponding to the user exists in the idle seat set under the condition that the satisfaction degree score of the history seat is not greater than the score threshold value.
In another embodiment provided by the present invention, based on the above scheme, specifically, the session establishing apparatus further includes: a second distributing unit;
the second allocating unit is configured to, when a history good comment seat corresponding to the user exists in the idle seat set, allocate the session service request to the history good comment seat, so that the history good comment seat establishes a session with a terminal corresponding to the user according to the session service request.
In another embodiment provided by the present invention, based on the above scheme, specifically, the determining unit 405 for determining the feature matching degree between the feature information and each candidate agent includes:
and the second determining subunit is used for determining a weight score corresponding to a feature dimension of each image of the candidate seat, wherein the feature dimension of each image of the candidate seat is successfully matched with the feature information, and determining the feature matching degree of the feature information and the image of the candidate seat according to the weight scores.
In another embodiment provided by the present invention, based on the above scheme, specifically, the determining unit 405 for determining the target agent in each of the candidate agents based on each of the feature matching degrees includes:
and the third determining subunit is configured to determine, from the feature matching degrees, a feature matching degree with a largest value, and determine the candidate agent corresponding to the feature matching degree with the largest value as the target agent.
The specific principle and the implementation process of each unit and module in the session establishment apparatus disclosed in the above embodiment of the present invention are the same as those of the session establishment method disclosed in the above embodiment of the present invention, and reference may be made to corresponding parts in the session establishment method provided in the above embodiment of the present invention, which are not described herein again.
The embodiment of the invention also provides a storage medium, which comprises a stored instruction, wherein when the instruction runs, the device where the storage medium is located is controlled to execute the session establishment method.
An electronic device is provided in an embodiment of the present invention, and the structural diagram of the electronic device is shown in fig. 5, which specifically includes a memory 501 and one or more instructions 502, where the one or more instructions 502 are stored in the memory 501, and are configured to be executed by one or more processors 503 to perform the following operations according to the one or more instructions 502:
when a session service request is received, determining a user corresponding to the session service request, and determining an idle seat set in a pre-established seat set;
judging whether a historical good comment seat corresponding to the user exists in the free seat set;
if the historical good comment seat does not exist in the idle seat set, acquiring characteristic information of the user, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user;
matching the feature value of each feature dimension of the feature information with the portrait of each seat in the idle seat set to judge whether an alternative seat exists in the idle seat set; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
if the spare seats exist in the free seat set, determining the feature matching degree of the feature information and the portrait of each spare seat, and determining a target seat in each spare seat based on each feature matching degree;
and distributing the session service request to the target seat, so that the target seat establishes a session with the terminal corresponding to the user according to the session service request.
It should be noted that, in the present specification, the embodiments are all described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments may be referred to each other. For the device-like embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
For convenience of description, the above devices are described as being divided into various units by function, and are described separately. Of course, the functions of the units may be implemented in the same software and/or hardware or in a plurality of software and/or hardware when implementing the invention.
From the above description of the embodiments, it is clear to those skilled in the art that the present invention can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which may be stored in a storage medium, such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the method according to the embodiments or some parts of the embodiments.
The above detailed description is provided for a session establishment method provided by the present invention, and the principle and the implementation of the present invention are explained by applying specific examples, and the description of the above examples is only used to help understanding the method and the core idea of the present invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
Claims (10)
1. A session establishment method, comprising:
when a session service request is received, determining a user corresponding to the session service request, and determining an idle seat set in a pre-established seat set;
judging whether a historical good comment seat corresponding to the user exists in the free seat set;
if the historical good comment seat does not exist in the idle seat set, acquiring characteristic information of the user, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user;
matching the characteristic value of each characteristic dimension of the characteristic information with the portrait of the seat in the idle seat set to judge whether the idle seat set has an alternative seat; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
if the spare seats exist in the free seat set, determining the feature matching degree of the feature information and the portrait of each spare seat, and determining a target seat in each spare seat based on each feature matching degree;
and distributing the session service request to the target seat, so that the target seat establishes a session with the terminal corresponding to the user according to the session service request.
2. The method of claim 1, wherein determining whether the historical good opinion seat corresponding to the user exists in the free seat set comprises:
acquiring a historical session record of the user;
judging whether a historical seat corresponding to the user exists in the idle seat set or not according to the historical session record;
if yes, determining the satisfaction degree score of the historical seat;
judging whether the satisfaction degree score of the historical seat is larger than a preset score threshold value or not;
and if not, judging that no historical good-appraisal seat corresponding to the user exists in the idle seat set.
3. The method of claim 1, further comprising:
and if the historical good-appraisal seat corresponding to the user exists in the idle seat set, distributing the session service request to the historical good-appraisal seat, so that the historical good-appraisal seat establishes a session with a terminal corresponding to the user according to the session service request.
4. The method of claim 1, wherein determining the feature matching degree of the feature information and each candidate agent comprises:
and for each portrait of the candidate seats, determining a weight score corresponding to a feature dimension of the feature information successfully matched with the portrait of the candidate seat, and determining the feature matching degree of the feature information and the portrait of the candidate seat according to each weight score.
5. The method of claim 1, wherein determining a target agent among the candidate agents based on the feature matching degrees comprises:
and determining the characteristic matching degree with the maximum value in each characteristic matching degree, and determining the alternative seat corresponding to the characteristic matching degree with the maximum value as the target seat.
6. A session establishment apparatus, comprising:
the system comprises a receiving unit, a service processing unit and a service processing unit, wherein the receiving unit is used for determining a user corresponding to a session service request when the session service request is received, and determining an idle seat set in a pre-established seat set;
the judging unit is used for judging whether a historical good comment seat corresponding to the user exists in the idle seat set or not;
the obtaining unit is used for obtaining the characteristic information of the user when the historical good comment seat does not exist in the idle seat set, wherein the characteristic information comprises a characteristic value of each characteristic dimension of the user;
the matching unit is used for matching the feature value of each feature dimension of the feature information with the portrait of the seat in the idle seat set so as to judge whether the idle seat set has an alternative seat or not; the alternative seats are seats successfully matched with the characteristic value of at least one characteristic dimension of the portrait and the characteristic information, and the portrait is used for representing the characteristic condition of each characteristic dimension of the seats to which the portrait belongs;
the determining unit is used for determining the feature matching degree of the feature information and the image of each candidate seat when the candidate seats exist in the free seat set, and determining a target seat in each candidate seat based on each feature matching degree;
a first allocating unit, configured to allocate the session service request to the target agent, so that the target agent establishes a session with a terminal corresponding to the user according to the session service request.
7. The apparatus according to claim 6, wherein the judging unit includes:
the acquisition subunit is used for acquiring the historical session record of the user;
the first judging subunit is used for judging whether a historical seat corresponding to the user exists in the idle seat set according to the historical session record;
a first determining subunit, configured to determine a satisfaction score of a historical agent when the historical agent corresponding to the user exists in the idle agent set;
the second judgment subunit judges whether the satisfaction degree score of the historical seat is greater than a preset score threshold value;
and the judging subunit is used for judging that no history good-evaluation seat corresponding to the user exists in the idle seat set under the condition that the satisfaction degree score of the history seat is not greater than the score threshold value.
8. The apparatus of claim 6, further comprising: a second distributing unit;
the second allocating unit is configured to, when a history good comment seat corresponding to the user exists in the idle seat set, allocate the session service request to the history good comment seat, so that the history good comment seat establishes a session with a terminal corresponding to the user according to the session service request.
9. The apparatus according to claim 6, wherein the determining unit that determines the feature matching degree between the feature information and the feature of each candidate agent comprises:
and the second determining subunit is used for determining a weight score corresponding to a feature dimension of each image of the candidate seat, wherein the feature dimension of each image of the candidate seat is successfully matched with the feature information, and determining the feature matching degree of the feature information and the image of the candidate seat according to the weight scores.
10. The apparatus according to claim 6, wherein the determining unit for determining a target agent among the candidate agents based on the feature matching degrees comprises:
and the third determining subunit is configured to determine, from the feature matching degrees, a feature matching degree with a largest value, and determine the candidate agent corresponding to the feature matching degree with the largest value as the target agent.
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| CN202010411651.5A CN111601003A (en) | 2020-05-15 | 2020-05-15 | Session establishment method and device |
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| CN202010411651.5A CN111601003A (en) | 2020-05-15 | 2020-05-15 | Session establishment method and device |
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Application publication date: 20200828 |