技术领域technical field
本发明涉及移动互联网和餐饮业信息化领域，尤其涉及订单分配方法及装置。The invention relates to the field of mobile Internet and catering industry informatization, in particular to an order distribution method and device.
背景技术Background technique
基于手机、移动通信、互联网、移动定位、移动支付、云计算等先进技术，餐饮商家可以通过互联网进行营销推广、管理业务流程，使得顾客可以通过手机或其他终端远程在线点菜、订餐，商家的产能和资源得到充分利用，获得更高的经济效益。Based on advanced technologies such as mobile phones, mobile communications, the Internet, mobile positioning, mobile payment, and cloud computing, catering businesses can carry out marketing and promotion and manage business processes through the Internet, so that customers can remotely order and order food online through mobile phones or other terminals. Production capacity and resources are fully utilized to obtain higher economic benefits.
例如，商家可以在手机、电脑或其它互联网访问设备上启动点菜服务程序登录到云端的点餐应用平台，顾客可以在移动终端上启动点菜应用程序登录到云端的点餐应用平台。点餐应用平台接收顾客通过互联网提交的订单，立即通过互联网和或手机短信通知相应商家。商家门店的工作人员得到通知后，下载接收顾客订单，根据订单详情判断该订单是否可以配送，若满足配送条件则向点餐应用平台确认接单，若不满足配送条件则向点餐应用平台确认拒绝接单。对于商家来说，由于配送范围、餐品情况等原因，用户下单未必100％接单，会拒绝一部分无法配送、或者菜品已售罄的订单，而判断配送范围需要很强的专业知识，商家各门店工作人员判断是否接单的业务水平有限，无法高效接单，如果订单数量较多时，商家门店工作人员审核订单的效率很难满足供需平衡，导致顾客在网上点餐的用户体验较差。For example, a merchant can start an order service program on a mobile phone, a computer or other Internet access device to log in to the cloud-based ordering application platform, and a customer can start an ordering application program on a mobile terminal to log in to the cloud-based ordering application platform. The ordering application platform receives the orders submitted by customers through the Internet, and immediately notifies the corresponding merchants through the Internet and/or mobile phone text messages. After being notified, the staff of the merchant’s store downloads and receives the customer’s order, and judges whether the order can be delivered according to the order details. If the delivery condition is met, it will confirm the order with the ordering application platform; if it does not meet the delivery condition, it will confirm with the ordering application platform Refuse to accept the order. For merchants, due to the scope of delivery, the situation of the food, etc., users may not receive 100% of the orders placed, and some orders that cannot be delivered or the dishes are sold out will be rejected. Judging the scope of delivery requires strong professional knowledge. Merchants Store staff have a limited ability to judge whether to accept orders and cannot receive orders efficiently. If there are a large number of orders, it is difficult for store staff to review orders efficiently to meet the balance between supply and demand, resulting in poor user experience for customers ordering online.
综上，现有互联网点餐存在着商家门店工作人员审核订单的效率较低，难以满足点餐高峰期的顾客点餐需求的问题。To sum up, the existing Internet ordering has the problem that the efficiency of store staff reviewing orders is low, and it is difficult to meet the ordering needs of customers during the peak ordering period.
发明内容Contents of the invention
本发明实施例提供一种订单分配方法及装置，用以解决现有互联网点餐存在的商家门店工作人员审核订单的效率较低，难以满足点餐高峰期的顾客点餐需求的问题。The embodiment of the present invention provides an order distribution method and device, which are used to solve the problem that existing Internet ordering has low efficiency for store staff to review orders, and it is difficult to meet customer ordering needs during peak ordering periods.
本发明实施例提供一种分配订单的方法，包括：An embodiment of the present invention provides a method for allocating orders, including:
接收客服终端发送的为所述客服终端分配未审核订单的第一指令；receiving a first instruction sent by the customer service terminal to assign an unreviewed order to the customer service terminal;
根据所述第一指令，从未审核订单中确定出分配给所述客服终端的未审核订单；According to the first instruction, determine the unapproved orders assigned to the customer service terminal from the unapproved orders;
向所述客服终端发送第一指令响应消息，所述第一指令响应消息中携带有所述未审核订单的订单信息，以使登录所述客服终端的工作人员根据所述订单信息判断所述未审核订单是否满足配送条件，以及反馈所述未审核订单的审核结果。Sending a first instruction response message to the customer service terminal, the first instruction response message carrying the order information of the unapproved order, so that the staff who log in to the customer service terminal can judge the unapproved order according to the order information Review whether the order meets the delivery conditions, and feedback the review results of the unreviewed order.
本发明实施例提供一种分配订单的装置，包括：An embodiment of the present invention provides a device for allocating orders, including:
接收单元，用于接收客服终端发送的为所述客服终端分配未审核订单的第一指令；The receiving unit is used to receive the first instruction sent by the customer service terminal to assign the unreviewed order to the customer service terminal;
分配单元，用于根据所述第一指令，从未审核订单中确定出分配给所述客服终端的未审核订单；An allocating unit, configured to determine the unapproved orders allocated to the customer service terminal from the unapproved orders according to the first instruction;
发送单元，用于向所述客服终端发送第一指令响应消息，所述第一指令响应消息中携带有所述未审核订单的订单信息，以使登录所述客服终端的工作人员根据所述订单信息判断所述未审核订单是否满足配送条件，以及反馈所述未审核订单的审核结果。a sending unit, configured to send a first instruction response message to the customer service terminal, the first instruction response message carrying order information of the unapproved order, so that the staff who log in to the customer service terminal can Information to determine whether the unapproved order meets the delivery conditions, and feedback the review result of the unapproved order.
上述实施例中，接收客服终端发送的为客服终端分配未审核订单的第一指令；根据第一指令，从未审核订单中确定出分配给客服终端的未审核订单；向客服终端发送携带有未审核订单的订单信息的第一指令响应消息，以使登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件。通过第三方平台的搬单系统与商户的在线客服系统进行对接，由第三方平台的搬单系统执行上述方法流程，为在线客服系统分配该商户的未审核订单，客服人员通过客服账号登录该商户的在线客服系统对未审核订单进行审核，提高了订单的审核效率，第三方平台或商户的实体店铺无需配置工作人员进行订单的审核，进一步满足了顾客在互联网点餐高峰期的供需平衡，进而提高互联网点餐的用户体验的同时，为商户及第三方平台带来更多利润。In the above-described embodiment, the customer service terminal receives the first instruction of distributing unreviewed orders for the customer service terminal; according to the first instruction, the unreviewed order assigned to the customer service terminal is determined from the unreviewed orders; The first instruction response message of reviewing the order information of the order enables the staff who log in to the customer service terminal to judge whether the unreviewed order meets the delivery conditions according to the order information. The order transfer system of the third-party platform is connected with the online customer service system of the merchant, and the order transfer system of the third-party platform executes the above-mentioned process to assign the merchant's unapproved orders to the online customer service system, and the customer service personnel log in to the merchant through the customer service account The online customer service system audits unapproved orders, which improves the efficiency of order auditing. Third-party platforms or merchants’ physical stores do not need to deploy staff to audit orders, which further satisfies the supply and demand balance of customers during the peak period of Internet ordering. While improving the user experience of Internet ordering, it will bring more profits to merchants and third-party platforms.
附图说明Description of drawings
为了更清楚地说明本发明实施例中的技术方案，下面将对实施例描述中所需要使用的附图作简要介绍，显而易见地，下面描述中的附图仅仅是本发明的一些实施例，对于本领域的普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings that need to be used in the description of the embodiments will be briefly introduced below. Obviously, the drawings in the following description are only some embodiments of the present invention. For Those of ordinary skill in the art can also obtain other drawings based on these drawings without any creative effort.
图1为发明实施例提供的一种订单分配方法的流程图；Fig. 1 is a flow chart of an order allocation method provided by an embodiment of the invention;
图2为本发明实施例提供的第一种按照搬单规则进行订单分配的方法流程图；Fig. 2 is a flow chart of the first method for order allocation according to the order-moving rules provided by the embodiment of the present invention;
图3为本发明实施例提供的第二种按照搬单规则进行订单分配的方法流程图；Fig. 3 is a flow chart of the second method for order allocation according to the order transfer rules provided by the embodiment of the present invention;
图4为本发明实施例提供的一种订单分配应用实例构架的结构示意图；FIG. 4 is a schematic structural diagram of an order allocation application example framework provided by an embodiment of the present invention;
图5为本发明实施例提供的另一种订单分配应用实例构架的结构示意图；FIG. 5 is a schematic structural diagram of another order allocation application example framework provided by the embodiment of the present invention;
图6为本发明实施例提供的一种订单分配装置的结构示意图。Fig. 6 is a schematic structural diagram of an order allocation device provided by an embodiment of the present invention.
具体实施方式Detailed ways
为了使本发明的目的、技术方案和优点更加清楚，下面将结合附图对本发明作进一步地详细描述，显然，所描述的实施例仅仅是本发明一部份实施例，而不是全部的实施例。基于本发明中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其它实施例，都属于本发明保护的范围。In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, rather than all embodiments . Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.
为了解决现有互联网点餐存在的商家门店工作人员审核订单的效率较低，难以满足点餐高峰期的顾客点餐需求的问题。本发明提出一种新的分配订单的方法，将第三方平台负责订单管理的部分定义为搬单系统，主要用来分配订单和更新订单状态。通过第三方平台的搬单系统与商户的在线客服系统进行对接，以点餐应用平台为例，点餐应用平台接收顾客通过互联网提交的订单后，由点餐应用平台的搬单系统为商户的在线客服系统分配该商户的未审核订单，客服人员通过客服账号登录该商户的在线客服系统对未审核订单进行审核，即根据订单信息判断未审核订单是否满足配送条件，将满足配送条件的订单信息推送给商户实体店，同时向点餐应用平台反馈满足配送条件的订单信息和不满足配送条件的订单信息，使得点餐应用平台对对应订单的订单状态进行更新。这样，该商户独立设置一个在线客服系统与点餐应用平台的搬单系统对接，由在线客服系统对点餐应用平台分配的订单进行审核，使得点餐应用平台不需要配置工作人员对用户提交的订单进行审核，点餐应用平台只需要根据审核结果更新订单状态，并向用户端反馈订单更新消息，减轻了点餐应用平台工作人员的工作负担；商户的实体店也无需配置工作人员对用户提交的订单进行审核，只需要根据审核过的订单信息进行配餐和配送准备，减轻了商户实体店铺工作人员的工作负担。对于任一商户的在线客服系统，只需对相关客服人员进行业务培训就能够得到较高的订单审核效率。基于上述发明构思，本发明提供的分配订单的方法能够进一步满足点餐高峰期的顾客点餐需求，进而为第三方商家和商户带来更多利润。下面结合具体的实施例对本发明提供的一种订单分配方法进行详细说明。In order to solve the problem that existing Internet ordering has low efficiency for store staff to review orders, and it is difficult to meet the ordering needs of customers during the peak period of ordering. The present invention proposes a new method for allocating orders, and defines the part responsible for order management of the third-party platform as the order moving system, which is mainly used for allocating orders and updating order status. The order transfer system of the third-party platform is connected with the online customer service system of the merchant. Taking the ordering application platform as an example, after the order application platform receives the order submitted by the customer through the Internet, the order transfer system of the order application platform serves as the merchant's customer service system. The online customer service system assigns the unapproved orders of the merchant, and the customer service personnel log in to the online customer service system of the merchant through the customer service account to review the unapproved orders, that is, judge whether the unapproved orders meet the delivery conditions according to the order information, and send the order information that meets the delivery conditions Push to the merchant's physical store, and at the same time feed back the order information that meets the delivery conditions and the order information that does not meet the delivery conditions to the ordering application platform, so that the ordering application platform updates the order status of the corresponding order. In this way, the merchant independently sets up an online customer service system to connect with the order transfer system of the ordering application platform, and the online customer service system will review the orders assigned by the ordering application platform, so that the ordering application platform does not need to configure staff to check the orders submitted by users. Orders are reviewed, and the ordering application platform only needs to update the order status according to the review results, and feedback the order update information to the user terminal, which reduces the workload of the staff of the ordering application platform; the merchant's physical store does not need to configure staff to submit the order to the user. It only needs to prepare catering and delivery according to the reviewed order information, which reduces the workload of the staff in the merchant's physical store. For the online customer service system of any merchant, it only needs to conduct business training for relevant customer service personnel to obtain higher order review efficiency. Based on the above inventive concept, the method for allocating orders provided by the present invention can further meet the ordering needs of customers during the peak ordering period, thereby bringing more profits to third-party merchants and merchants. An order allocation method provided by the present invention will be described in detail below in conjunction with specific embodiments.
如图1所示的本发明实施例提供一种订单分配方法，该方法包括：The embodiment of the present invention as shown in Fig. 1 provides a kind of order assignment method, and this method comprises:
步骤101，接收客服终端发送的为客服终端分配未审核订单的第一指令；Step 101, receiving the first instruction sent by the customer service terminal to assign an unreviewed order to the customer service terminal;
步骤102，根据第一指令，从未审核订单中确定出分配给客服终端的未审核订单；Step 102, according to the first instruction, determine the unapproved orders assigned to the customer service terminal from the unapproved orders;
步骤103，向客服终端发送第一指令响应消息，第一指令响应消息中携带有未审核订单的订单信息，以使登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件，以及反馈所述未审核订单的审核结果。Step 103: Send a first instruction response message to the customer service terminal, the first instruction response message carries the order information of the unapproved order, so that the staff who log in to the customer service terminal can judge whether the unapproved order meets the delivery conditions according to the order information, and feedback The review result for the unapproved order.
本发明中，商户，用户侧设备，第三方平台管理方分别通过互联网或移动互联网与云端服务端连接。云端服务端可以连接很多个第三方平台，例如点餐应用平台。云端服务端所需的基础设施、网络服务、通信服务、系统服务、数据存储、应用服务、网页服务等公共部分部署在云端，商家不需要投巨资建设维护服务端，只需要按需租用。云端服务端主要负责平台运行维护、商家管理、顾客管理、搜索引擎、账务管理、营销推广。In the present invention, the merchant, the user-side device, and the third-party platform manager are respectively connected to the cloud server through the Internet or the mobile Internet. The cloud server can connect to many third-party platforms, such as ordering application platforms. The public parts such as infrastructure, network services, communication services, system services, data storage, application services, and web services required by the cloud server are deployed on the cloud. Merchants do not need to invest huge sums of money in building and maintaining the server, and only need to rent it on demand. The cloud server is mainly responsible for platform operation and maintenance, merchant management, customer management, search engine, account management, and marketing promotion.
客服终端所登录的某个商户的在线客服系统可以设置在其中一个实体店铺中或者每一个实体店铺中，通过互联网与云端服务端连接，该商户各实体店铺可以共用该在线客服系统。该在线客服系统也可以直接设置在云端服务端，通过互联网或者移动互联网与商户各实体店铺的服务器连接。这样就完成了第三方平台与在线客服系统的对接，以及在线客服系统与商户实体店铺的对接。The online customer service system of a certain merchant logged in by the customer service terminal can be set in one of the physical stores or in each physical store, connected to the cloud server through the Internet, and the online customer service system can be shared by the physical stores of the merchant. The online customer service system can also be directly set on the cloud server, and connected to the servers of the merchant's physical stores through the Internet or the mobile Internet. This completes the connection between the third-party platform and the online customer service system, as well as the connection between the online customer service system and the merchant's physical store.
上述方法流程主要由第三方平台的搬单系统与客服终端所登录的某个商户的在线客服系统进行对接交互。例如，点餐应用平台的搬单系统主要用来监测用户端所提交的订单信息，将订单信息添加到未审核订单中，订单信息中包括订单标识，如订单编号，然后按照搬单策略进行搬单。例如，可以将未审核订单中的订单信息推送给商户或者推送给在线客服系统。The process of the above method is mainly to connect and interact with the order transfer system of the third-party platform and the online customer service system of a merchant logged into the customer service terminal. For example, the order transfer system of the ordering application platform is mainly used to monitor the order information submitted by the client, add the order information to the unreviewed order, and the order information includes the order identifier, such as the order number, and then move the order according to the order transfer strategy. one. For example, the order information in the unapproved order can be pushed to the merchant or to the online customer service system.
在本发明中，点餐应用平台的搬单系统将订单信息添加到未审核订单中后通过搬单规则将未审核订单中的订单分配给登录在线客服系统的客服终端。In the present invention, the order transfer system of the ordering application platform adds the order information to the unreviewed order and assigns the order in the unreviewed order to the customer service terminal logged in the online customer service system through the order transfer rule.
以商户A为例商户A的商家管理员通过启动移动设备(手机、电脑或其它互联网访问设备)上安装的点餐服务程序登录到点餐应用平台，完成商户A在点餐应用平台上的创建和管理工作。商户A的商家管理员可以在点餐应用平台上的创建和管理商户A的各家实体餐厅的账户；在点餐应用平台上进行账户注册，所创建的账户经审核生效后，就可以创建和管理商户各家餐厅的菜单；Taking merchant A as an example, the merchant administrator of merchant A logs in to the ordering application platform by starting the ordering service program installed on the mobile device (mobile phone, computer or other Internet access device), and completes the creation of merchant A on the ordering application platform and management work. The merchant administrator of merchant A can create and manage the accounts of each physical restaurant of merchant A on the food ordering application platform; register the account on the food ordering application platform, and after the created account is verified and effective, you can create and manage the account. Manage the menus of each restaurant of the merchant;
商户A的商家管理员可以在点餐应用平台上创建商户各家餐厅的菜单，包括：为每个菜品登记编号、类别、品种、价格、图片、配料、工艺、味道、营养成分、搭配、适宜人群等详细信息；菜单创建完成后，可以在点餐应用平台上公布，商家管理人员也可以登录商户注册账号对创建的菜单进行管理。The merchant administrator of merchant A can create menus for each restaurant of the merchant on the ordering application platform, including: registering the number, category, variety, price, picture, ingredient, process, taste, nutritional content, collocation, and suitability for each dish Detailed information such as crowds; after the menu is created, it can be announced on the ordering application platform, and the merchant management personnel can also log in to the merchant's registered account to manage the created menu.
商户A的商家管理员在点餐应用平台上还可以创建和管理商户客服账号和密码，并建立客服账号标识与商家A的信息的关联关系，以便点餐应用平台根据这些客服账号的客服账号标识为登录这些客服账号的客服终端分配未审核订单。该商户在线客服系统的客服人员通过这些客服账号和密码登录到商户A的在线客服系统中。The merchant administrator of merchant A can also create and manage the merchant customer service account and password on the ordering application platform, and establish the association between the customer service account identification and the information of merchant A, so that the ordering application platform can use the customer service account identification of these customer service accounts Assign unapproved orders to the customer service terminals that log in to these customer service accounts. The customer service personnel of the online customer service system of the merchant log in to the online customer service system of the merchant A through these customer service account numbers and passwords.
商户A的上述创建工作完成后，用户端就可以通过点餐应用平台进行点餐，例如，终端用户在手机上启动点菜应用程序，登录点餐应用平台，搜索该商户，进入该商户点菜服务入口，查看商户菜单信息，选中意向菜品、输入需要数量，选择完成后，确认提交订单。用户端通过互联网提交订单后，点餐应用平台的搬单系统根据搬单规则将订单信息推送给在线客服系统，这里的搬单规则包括但不限于以下两种：After the above creation of merchant A is completed, the client can order food through the ordering application platform. For example, the end user starts the ordering application on the mobile phone, logs in to the ordering application platform, searches for the merchant, and enters the merchant to order food. Service entrance, check the merchant menu information, select the desired dish, enter the required quantity, and confirm to submit the order after the selection is completed. After the client submits the order through the Internet, the order transfer system of the ordering application platform will push the order information to the online customer service system according to the order transfer rules. The order transfer rules here include but are not limited to the following two types:
第一种搬单规则包括以下步骤，如图2所示：The first type of bill-moving rule includes the following steps, as shown in Figure 2:
步骤201，监测用户端所提交的订单信息，将订单信息添加到未审核订单队列中，根据订单信息中的商户信息，确定与该商户建立关联关系的客服账号；向与该商户建立关联关系的客服账号发送存在未审核订单的第一提醒消息；第一提醒消息中包括未审核订单中至少一个未审核订单的订单标识；Step 201, monitor the order information submitted by the client, add the order information to the queue of unapproved orders, and determine the customer service account associated with the merchant according to the merchant information in the order information; The customer service account sends a first reminder message that there are unreviewed orders; the first reminder message includes the order identifier of at least one of the unreviewed orders;
其中，商户信息包括商户实体店铺的店铺名称，店铺地址，店铺电话等。第三方平台的搬单系统创建了每个商户与该商户的所有客服账号的关联关系。因此，确定的与该商户建立关联关系的客服账号可以是多个，搬单系统可以向多个客服账号发送存在未审核订单的第一提醒消息。向多个客服账号发出去的第一提醒消息中的订单标识可以相同，可以部分相同，也可以都不同。Wherein, the merchant information includes a store name, a store address, a store phone number, and the like of the merchant's physical store. The order transfer system of the third-party platform creates an association relationship between each merchant and all customer service accounts of the merchant. Therefore, there may be multiple customer service accounts determined to establish an association relationship with the merchant, and the order transfer system may send a first reminder message that there are unapproved orders to multiple customer service accounts. The order identifiers in the first reminder messages sent to multiple customer service accounts may be the same, partially the same, or all different.
例如，如果未审核订单数量较少，可以随机向不同的客服账号发送第一提醒消息，每个第一提醒消息可包括相同未审核订单对应的订单标识；如果未审核订单数量较多，可以随机向不同的客服账号发送第一提醒消息，每个第一提醒消息可以包括未审核订单中不同未审核订单对应的订单标识，使得任两个客服账号所接收到的提醒消息中的订单标识不同。For example, if the number of unapproved orders is small, first reminder messages can be randomly sent to different customer service accounts, and each first reminder message can include the order ID corresponding to the same unreviewed order; Sending first reminder messages to different customer service accounts, each first reminder message may include order identifiers corresponding to different unapproved orders in the unapproved orders, so that the order identifiers in the reminder messages received by any two customer service accounts are different.
步骤202，接收客服终端发送的为客服终端分配未审核订单的第一指令；第一指令中包括客服终端请求分配的未审核订单的订单标识；Step 202, receiving a first instruction sent by the customer service terminal to assign an unreviewed order to the customer service terminal; the first instruction includes the order identifier of the unreviewed order requested by the customer service terminal;
其中，通过客服账号登录在线客服系统的客服终端收到搬单系统发送的第一提醒消息后，管理该客服终端的客服人员查看提醒消息，可以查看到未审核订单的订单标识，如订单编号，然后点击在线客服系统的“立即抢单”按钮，在线客服系统会自动生成请求搬单系统为该客服终端分配该订单标识对应的未审核订单的第一指令。如果处于空闲状态的客服账号较多，客服账号队列中的多个客服账号先后会响应站内的通知消息，那么点餐应用平台的搬单系统先后收到客服账号队列中的多个客服账号发送的第一指令。Among them, after the customer service terminal logged into the online customer service system through the customer service account receives the first reminder message sent by the order transfer system, the customer service personnel who manage the customer service terminal check the reminder message, and can view the order identifier of the unreviewed order, such as the order number, Then click the "grab order immediately" button of the online customer service system, and the online customer service system will automatically generate a first instruction requesting the order transfer system to assign the customer service terminal an unapproved order corresponding to the order identifier. If there are many customer service accounts in the idle state, multiple customer service accounts in the customer service account queue will respond to the notification messages in the station one after another, then the order transfer system of the ordering application platform will receive the notifications sent by multiple customer service accounts in the customer service account queue. first instruction.
步骤203，根据第一指令中包括的未审核订单的订单标识，从未审核订单队列中确定出分配给客服终端的未审核订单；Step 203, according to the order identifier of the unapproved order included in the first instruction, determine the unapproved order assigned to the customer service terminal from the queue of unapproved orders;
例如，未处理订单较少的情况下，若接收到同一商户的多个客服终端发送的第一指令中的订单标识相同，则根据多个客服终端发送第一指令的时间先后，为最先发送第一指令的客服终端分配该订单标识对应的未审核订单。For example, in the case of fewer unprocessed orders, if the order identifiers in the first instructions sent by multiple customer service terminals of the same merchant are the same, the first order will be sent first according to the order in which the first instructions are sent by multiple customer service terminals. The customer service terminal of the first instruction assigns the unapproved order corresponding to the order identifier.
若接收到的同一商户的多个客服终端发送的第一指令，则根据多个客服终端发送第一指令的时间先后，依次为各客服终端分配未审核订单。If the first instructions sent by multiple customer service terminals of the same merchant are received, the customer service terminals are sequentially assigned unreviewed orders according to the time sequence of sending the first instructions by the multiple customer service terminals.
当发送第一指令的客服账号比较多时，为了防止未审核订单的重复分配，设计抢单功能，确保为登录客服账号的客服终端分配的未处理订单不会分配到其他客服终端。当一张订单出现时，会提醒所有客服终端，此时管理客服终端的客服人员如果处于空闲状态，通过点击“立即接单”来抢单，搬单系统会把分配给该客服人员的未处理订单的订单详情推送给该客服终端，该客服终端会显示该未处理订单的订单详情；同时，搬单系统会向其他客服终端发出该未处理订单已被分配给其他终端的提示。When there are many customer service accounts that send the first instruction, in order to prevent repeated allocation of unapproved orders, the order grab function is designed to ensure that unprocessed orders assigned to the customer service terminal that logs in to the customer service account will not be allocated to other customer service terminals. When an order appears, it will remind all customer service terminals. If the customer service personnel who manage the customer service terminals are idle at this time, click "Receive Order Now" to grab the order, and the order transfer system will send the unprocessed orders assigned to the customer service personnel. The order details of the order are pushed to the customer service terminal, and the customer service terminal will display the order details of the unprocessed order; at the same time, the order transfer system will send a reminder to other customer service terminals that the unprocessed order has been assigned to other terminals.
步骤204，向客服终端发送第一指令响应消息，第一指令响应消息中携带有未审核订单的订单信息；Step 204, sending a first instruction response message to the customer service terminal, where the first instruction response message carries order information of an unapproved order;
登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件，以及反馈审核结果。如果订单信息中的配送范围、餐品情况等满足配送条件，则确认接单，如果不满足，比如用户配送地址较远或配送员较忙无法配送、菜品已售罄等原因使得该订单不满足配送条件，则拒绝接单。The staff who log in to the customer service terminal judge whether the unreviewed order meets the delivery conditions according to the order information, and feedback the review result. If the delivery range and food conditions in the order information meet the delivery conditions, then confirm the order. If not, the order is not satisfied due to reasons such as the user's delivery address is far away, the delivery staff is too busy to deliver, or the dishes are sold out. If the delivery conditions are not met, the order is rejected.
步骤205，接收述客服终端反馈的审核结果，根据审核结果更新对应订单的订单状态信息。Step 205, receiving the audit result fed back by the customer service terminal, and updating the order status information of the corresponding order according to the audit result.
第二种搬单规则包括以下步骤，如图3所示：The second order-moving rule includes the following steps, as shown in Figure 3:
步骤301，监测用户端所提交的订单信息，将订单信息添加到未审核订单队列中；Step 301, monitor the order information submitted by the client, and add the order information to the queue of unapproved orders;
步骤302，接收客服终端发送的为客服终端分配未审核订单的第一指令；客服终端一空闲就会向搬单系统发送第一指令，第一指令中携带有在客服终端上登录的客服账号标识。Step 302, receiving the first instruction sent by the customer service terminal to allocate unreviewed orders for the customer service terminal; the customer service terminal will send the first instruction to the order transfer system as soon as it is idle, and the first instruction carries the customer service account number logged on the customer service terminal .
步骤303，根据第一指令的客服账号标识，查找所建立的客服账号标识与商户信息的对应关系，确定客服账号标识所对应的商户信息；根据商户信息，从未审核订单队列中确定出分配给客服账号的未审核订单。Step 303, according to the customer service account ID of the first instruction, search for the established corresponding relationship between the customer service account ID and merchant information, and determine the merchant information corresponding to the customer service account ID; Unapproved orders for customer service accounts.
因此，若接收到的同一商户的多个客服终端发送的第一指令，则根据多个客服终端发送第一指令的时间先后，依次为各客服终端分配未审核订单。Therefore, if the first instructions sent by multiple customer service terminals of the same merchant are received, the customer service terminals are sequentially assigned unreviewed orders according to the time sequence of the multiple customer service terminals sending the first instructions.
步骤304，向客服终端发送第一指令响应消息，第一指令响应消息中携带有未审核订单的订单信息；登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件，并向搬单系统反馈审核结果。Step 304: Send the first instruction response message to the customer service terminal, the first instruction response message carries the order information of the unapproved order; the staff who log in to the customer service terminal judges whether the unapproved order meets the delivery conditions according to the order information, and sends the order to the customer service terminal. The system feedbacks the audit results.
步骤305，接收述客服终端反馈的审核结果，根据审核结果更新对应订单的订单状态信息。Step 305, receiving the audit result fed back by the customer service terminal, and updating the order status information of the corresponding order according to the audit result.
上述方法流程步骤205和步骤305中，未审核订单的审核结果为确定接单消息或拒绝订单消息，根据审核结果更新对应订单的订单状态信息，包括：若审核结果为确认接单消息，则将对应订单的订单状态信息由未审核更新为已通过审核；或者，若审核结果为拒绝接单消息，则将对应订单的订单状态信息由未审核更新为未通过审核。In step 205 and step 305 of the above-mentioned method flow, the audit result of the unapproved order is a confirmation order acceptance message or an order rejection message, and the order status information of the corresponding order is updated according to the audit result, including: if the audit result is a confirmation order acceptance message, the The order status information of the corresponding order is updated from unapproved to approved; or, if the audit result is an order rejection message, the order status information of the corresponding order is updated from unapproved to unapproved.
上述方法流程还包括：在根据审核结果更新对应订单的订单状态信息之后，向订单对应的用户端发送订单状态更新消息。The process of the above method further includes: after updating the order status information of the corresponding order according to the review result, sending an order status update message to the client corresponding to the order.
上述方法流程还包括：接收客服终端反馈的携带订单标识的无效订单消息；更新订单标识对应订单的订单状态信息，例如，将订单标识对应订单的订单状态信息由未审核更新为无效订单；并向订单标识对应订单的用户端的发送订单无效通知消息，订单无效通知消息中可以包含订单失效的原因，也可包括建议用户重新下单或者去其他实体店铺下单。The process of the above method also includes: receiving an invalid order message carrying an order identifier fed back by the customer service terminal; updating the order status information of the order corresponding to the order identifier, for example, updating the order status information of the order corresponding to the order identifier from unapproved to an invalid order; The order identifier corresponds to the order invalidation notification message sent by the user end of the order. The order invalidation notification message may include the reason for the invalidation of the order, and may also include suggesting that the user place an order again or place an order at another physical store.
其中，客服终端在以下情况下反馈无效订单消息，其一是用户向客服人员电话撤单，根据通话内容获得订单标号，从未审核订单列表中查找订单编号对应的订单，将该订单标记为失效订单，并向搬单系统反馈无效订单消息。其二是第一种搬单规则中会出现客服终端的未审核订单列表中的订单量较多的情况，在这种情况下，为了不让用户等待订单审核的时间过长而影响用户体验，为客服终端审核订单的任务表设置一个定时器，例如定时器的时间长度是15分钟，轮询客服终端上的未审核订单中的订单，发现存在超过15分钟还未被审核的订单，就将该订单自动标记为无效订单，并向搬单系统反馈无效订单消息。Among them, the customer service terminal feeds back an invalid order message under the following circumstances. First, the user calls the customer service personnel to cancel the order, obtains the order number according to the call content, searches for the order corresponding to the order number in the unreviewed order list, and marks the order as invalid order, and feed back an invalid order message to the order-moving system. The second is that in the first order transfer rule, there will be a large number of orders in the unapproved order list of the customer service terminal. In this case, in order to prevent users from waiting too long for order review and affecting user experience, Set a timer for the task table of the customer service terminal to review orders. For example, the time length of the timer is 15 minutes. When polling the orders in the unreviewed orders on the customer service terminal, if there are orders that have not been reviewed for more than 15 minutes, the The order is automatically marked as an invalid order, and an invalid order message is fed back to the moving order system.
上述方法流程步骤203和步骤303之后，还包括：将已经分配给客服账号的未审核订单未审核订单队列中移除，并刷新未审核订单队列，例如每5秒刷新一次。After step 203 and step 303 of the above-mentioned method flow, it also includes: removing the unapproved order that has been assigned to the customer service account from the unapproved order queue, and refreshing the unapproved order queue, for example, refreshing once every 5 seconds.
上述方法流程中，在线客服系统可以是多个实体店铺共用的设置在其中一个店铺内的客服系统，如图4所示的一种订单分配应用实例构架，以一个商户为例，用户侧设备403通过互联网或移动互联网与点餐应用平台402建立连接，点餐应用平台与云端服务器401连接，该商户的在线客服系统405通过互联网与点餐应用平台402连接，在线客服系统405与该商户的实体餐厅404连接，在线客服系统405用来为实体餐厅404审核订单，将审核通过的订单分发到实体餐厅404，实体餐厅404可以为多个。In the process of the above method, the online customer service system may be a customer service system shared by multiple physical stores and set up in one of the stores, as shown in FIG. Establish a connection with the ordering application platform 402 through the Internet or mobile Internet, the ordering application platform is connected with the cloud server 401, the online customer service system 405 of the merchant is connected with the ordering application platform 402 through the Internet, and the online customer service system 405 is connected with the entity of the merchant The restaurant 404 is connected, and the online customer service system 405 is used to review orders for the physical restaurant 404, and distribute the approved orders to the physical restaurant 404. There may be multiple physical restaurants 404.
在线客服系统也可以作为云端的一个独立服务模块，专门用来为实体店铺审核订单然后将通过审核的订单推送给商家实体商店，以一个商户为例，如图5所示的一种订单分配应用实例构架，用户侧设备503通过互联网或移动互联网与点餐应用平台502建立连接，点餐应用平台与云端服务器501连接，该商户的在线客服系统505通过云端服务器501与点餐应用平台502连接，在线客服系统505通过互联网或移动互联网与该商户的实体餐厅504连接，在线客服系统505用来为实体餐厅504审核订单，将审核通过的订单分发到实体餐厅504，实体餐厅504可以为多个。The online customer service system can also be used as an independent service module in the cloud, which is specially used to review orders for physical stores and then push the approved orders to merchant physical stores. Taking a merchant as an example, an order distribution application as shown in Figure 5 In the example structure, the user-side device 503 establishes a connection with the ordering application platform 502 through the Internet or the mobile Internet, the ordering application platform is connected with the cloud server 501, and the online customer service system 505 of the merchant is connected with the ordering application platform 502 through the cloud server 501, The online customer service system 505 is connected to the entity restaurant 504 of the merchant through the Internet or mobile internet. The online customer service system 505 is used to review orders for the entity restaurant 504, and distribute the approved orders to the entity restaurant 504. There may be multiple entity restaurants 504.
第三方平台的搬单系统接收客服终端发送的为客服终端分配未审核订单的第一指令；根据第一指令，从未审核订单中确定出分配给客服终端的未审核订单；向客服终端发送携带有未审核订单的订单信息的第一指令响应消息，以使登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件。通过第三方平台的搬单系统与商户的在线客服系统进行对接，由第三方平台的搬单系统为在线客服系统分配该商户的未审核订单，客服人员通过客服账号登录该商户的在线客服系统对未审核订单进行审核，提高了订单的审核效率，第三方平台或商户的实体店铺无需配置工作人员进行订单的审核，进一步满足了顾客在互联网点餐高峰期的供需平衡，进而提高互联网点餐的用户体验的同时，为商户及第三方平台带来更多利润。The order transfer system of the third-party platform receives the first instruction sent by the customer service terminal to assign the unreviewed order to the customer service terminal; according to the first instruction, it determines the unreviewed order assigned to the customer service terminal from the unreviewed orders; sends the carrying order to the customer service terminal There is a first instruction response message with order information of an unapproved order, so that the staff who log in to the customer service terminal can judge whether the unapproved order meets the delivery conditions according to the order information. The order transfer system of the third-party platform is connected with the online customer service system of the merchant, and the order transfer system of the third-party platform assigns the unapproved orders of the merchant to the online customer service system, and the customer service personnel log in to the online customer service system of the merchant through the customer service account. Reviewing unreviewed orders improves the efficiency of order review. Third-party platforms or merchants’ physical stores do not need to deploy staff to review orders, which further satisfies the balance of supply and demand of customers during the peak period of Internet ordering, thereby increasing the efficiency of Internet ordering. While improving user experience, it brings more profits to merchants and third-party platforms.
针对上述方法流程，本发明实施例还提供一种搬单装置，这些装置的具体内容可以参照上述方法实施，在此不再赘述。In view of the above-mentioned method flow, the embodiment of the present invention also provides an order transfer device. The specific content of these devices can be implemented with reference to the above-mentioned method, and will not be repeated here.
如图6所示的本发明实施例还提供一种订单分配装置，包括：The embodiment of the present invention as shown in FIG. 6 also provides an order allocation device, including:
接收单元601，用于接收客服终端发送的为客服终端分配未审核订单的第一指令；The receiving unit 601 is configured to receive the first instruction sent by the customer service terminal to assign an unreviewed order to the customer service terminal;
分配单元602，用于根据第一指令，从未审核订单中确定出分配给客服终端的未审核订单；An allocating unit 602, configured to determine the unapproved orders allocated to the customer service terminal from the unapproved orders according to the first instruction;
发送单元603，用于向客服终端发送第一指令响应消息，第一指令响应消息中携带有未审核订单的订单信息，以使登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件，以及反馈所述未审核订单的审核结果。The sending unit 603 is configured to send the first instruction response message to the customer service terminal, the first instruction response message carries the order information of the unapproved order, so that the staff who log in to the customer service terminal can judge whether the unapproved order meets the delivery conditions according to the order information , and feedback the review result of the unreviewed order.
进一步地，还包括获取单元和确定单元；Further, an acquisition unit and a determination unit are also included;
获取单元用于：监测用户端提交的订单信息，将订单信息添加到未审核订单中；The acquisition unit is used to: monitor the order information submitted by the client, and add the order information to the unreviewed order;
确定单元用于：根据订单信息中的商户信息，确定与该商户建立关联关系的客服账号；The determination unit is used to: determine the customer service account associated with the merchant according to the merchant information in the order information;
发送单元603还用于：向与该商户建立关联关系的客服账号发送存在未审核订单的第一提醒消息。The sending unit 603 is further configured to: send a first reminder message that there are unapproved orders to the customer service account associated with the merchant.
进一步地，第一指令中携带有在客服终端上登录的客服账号标识；Further, the first instruction carries the customer service account ID logged on the customer service terminal;
分配单元602具体用于：The allocation unit 602 is specifically used for:
根据建立的客服账号标识与商户信息的对应关系，确定客服账号标识所对应的商户信息；Determine the merchant information corresponding to the customer service account identifier according to the established correspondence between the customer service account identifier and the merchant information;
根据商户信息，从未审核订单中确定出分配给客服账号的未审核订单。According to the merchant information, the unapproved orders assigned to the customer service account are determined from the unapproved orders.
进一步地，第一提醒消息中包括未审核订单中至少一个未审核订单的订单标识；第一指令中包括客服终端请求分配的未审核订单的订单标识；Further, the first reminder message includes the order identifier of at least one unapproved order among the unapproved orders; the first instruction includes the order identifier of the unapproved order requested by the customer service terminal;
分配单元602具体用于：根据第一指令中包括的未审核订单的订单标识，确定出分配给客服终端的未审核订单。The assigning unit 602 is specifically configured to: determine the unapproved order assigned to the customer service terminal according to the order identifier of the unapproved order included in the first instruction.
进一步地，分配单元602具体用于：Further, the allocation unit 602 is specifically used for:
若接收到同一商户的多个客服终端发送的第一指令中的订单标识相同，则根据多个客服终端发送第一指令的时间先后，为最先发送第一指令的客服终端分配该订单标识对应的未审核订单。If the order identifiers in the first instructions sent by multiple customer service terminals of the same merchant are the same, then according to the order in which the first instructions were sent by multiple customer service terminals, the customer service terminal that first sent the first instruction is assigned the corresponding order identifier. of pending orders.
进一步地，分配单元602具体用于：Further, the allocation unit 602 is specifically used for:
若接收到的同一商户的多个客服终端发送的第一指令，则根据多个客服终端发送第一指令的时间先后，依次为各客服终端分配未审核订单。If the first instructions sent by multiple customer service terminals of the same merchant are received, the customer service terminals are sequentially assigned unreviewed orders according to the time sequence of sending the first instructions by the multiple customer service terminals.
进一步地，还包括更新单元；Further, an update unit is also included;
所述接收单元601还用于：接收所述客服终端反馈的所述未审核订单的审核结果，所述未审核订单的审核结果为确定接单消息或拒绝订单消息；The receiving unit 601 is further configured to: receive an audit result of the unapproved order fed back by the customer service terminal, where the audit result of the unapproved order is an order acceptance message or an order rejection message;
所述更新单元用于：若所述审核结果为确认接单消息，则将对应订单的订单状态信息由未审核更新为已通过审核；或者，若所述审核结果为拒绝接单消息，则将对应订单的订单状态信息由未审核更新为未通过审核；The updating unit is used for: if the review result is a confirmation order receiving message, update the order status information of the corresponding order from unapproved to passed review; or, if the review result is a reject order receiving message, update the order status information of the corresponding order to The order status information of the corresponding order is updated from Unapproved to Unapproved;
所述发送单元603还用于：向所述订单对应的用户端发送订单状态更新消息。进一步地，接收单元601还用于：接收客服终端反馈的携带订单标识的无效订单消息；The sending unit 603 is further configured to: send an order status update message to the client corresponding to the order. Further, the receiving unit 601 is further configured to: receive an invalid order message carrying an order identifier fed back by the customer service terminal;
更新单元还用于：更新订单标识对应订单的订单状态信息；The update unit is also used to: update the order status information of the order corresponding to the order identifier;
发送单元603还用于：向订单标识对应订单的用户端的发送订单无效通知消息。The sending unit 603 is further configured to: send an order invalidation notification message to the user end of the order corresponding to the order identifier.
上述实施例中，第三方平台的搬单系统接收客服终端发送的为客服终端分配未审核订单的第一指令；根据第一指令，从未审核订单中确定出分配给客服终端的未审核订单；向客服终端发送携带有未审核订单的订单信息的第一指令响应消息，以使登录客服终端的工作人员根据订单信息判断未审核订单是否满足配送条件。通过第三方平台的搬单系统与商户的在线客服系统进行对接，由第三方平台的搬单系统为在线客服系统分配该商户的未审核订单，客服人员通过客服账号登录该商户的在线客服系统对未审核订单进行审核，提高了订单的审核效率，第三方平台或商户的实体店铺无需配置工作人员进行订单的审核，进一步满足了顾客在互联网点餐高峰期的供需平衡，进而提高互联网点餐的用户体验的同时，为商户及第三方平台带来更多利润。In the above-mentioned embodiment, the order transfer system of the third-party platform receives the first instruction sent by the customer service terminal to assign an unreviewed order to the customer service terminal; according to the first instruction, the unreviewed order assigned to the customer service terminal is determined from the unreviewed orders; Sending the first instruction response message carrying the order information of the unapproved order to the customer service terminal, so that the staff who log in to the customer service terminal can judge whether the unapproved order meets the delivery condition according to the order information. The order transfer system of the third-party platform is connected with the online customer service system of the merchant, and the order transfer system of the third-party platform assigns the unapproved orders of the merchant to the online customer service system, and the customer service personnel log in to the online customer service system of the merchant through the customer service account. Reviewing unreviewed orders improves the efficiency of order review. Third-party platforms or merchants’ physical stores do not need to deploy staff to review orders, which further satisfies the balance of supply and demand of customers during the peak period of Internet ordering, thereby increasing the efficiency of Internet ordering. While improving user experience, it brings more profits to merchants and third-party platforms.
本发明是参照根据本发明实施例的方法、设备(系统)、和计算机程序产品的流程图和/或方框图来描述的。应理解可由计算机程序指令实现流程图和/或方框图中的每一流程和/或方框、以及流程图和/或方框图中的流程和/或方框的结合。可提供这些计算机程序指令到通用计算机、专用计算机、嵌入式处理机或其他可编程数据处理设备的处理器以产生一个机器，使得通过计算机或其他可编程数据处理设备的处理器执行的指令产生用于实现在流程图一个流程或多个流程和/或方框图一个方框或多个方框中指定的功能的装置。The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It should be understood that each procedure and/or block in the flowchart and/or block diagram, and a combination of procedures and/or blocks in the flowchart and/or block diagram can be realized by computer program instructions. These computer program instructions may be provided to a general purpose computer, special purpose computer, embedded processor, or processor of other programmable data processing equipment to produce a machine such that the instructions executed by the processor of the computer or other programmable data processing equipment produce a An apparatus for realizing the functions specified in one or more procedures of the flowchart and/or one or more blocks of the block diagram.
这些计算机程序指令也可存储在能引导计算机或其他可编程数据处理设备以特定方式工作的计算机可读存储器中，使得存储在该计算机可读存储器中的指令产生包括指令装置的制造品，该指令装置实现在流程图一个流程或多个流程和/或方框图一个方框或多个方框中指定的功能。These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing apparatus to operate in a specific manner, such that the instructions stored in the computer-readable memory produce an article of manufacture comprising instruction means, the instructions The device realizes the function specified in one or more procedures of the flowchart and/or one or more blocks of the block diagram.
这些计算机程序指令也可装载到计算机或其他可编程数据处理设备上，使得在计算机或其他可编程设备上执行一系列操作步骤以产生计算机实现的处理，从而在计算机或其他可编程设备上执行的指令提供用于实现在流程图一个流程或多个流程和/或方框图一个方框或多个方框中指定的功能的步骤。These computer program instructions can also be loaded onto a computer or other programmable data processing device, causing a series of operational steps to be performed on the computer or other programmable device to produce a computer-implemented process, thereby The instructions provide steps for implementing the functions specified in the flow chart or blocks of the flowchart and/or the block or blocks of the block diagrams.
尽管已描述了本发明的优选实施例，但本领域内的技术人员一旦得知了基本创造性概念，则可对这些实施例作出另外的变更和修改。所以，所附权利要求意欲解释为包括优选实施例以及落入本发明范围的所有变更和修改。While preferred embodiments of the invention have been described, additional changes and modifications to these embodiments can be made by those skilled in the art once the basic inventive concept is appreciated. Therefore, it is intended that the appended claims be construed to cover the preferred embodiment as well as all changes and modifications which fall within the scope of the invention.
显然，本领域的技术人员可以对本发明进行各种改动和变型而不脱离本发明的精神和范围。这样，倘若本发明的这些修改和变型属于本发明权利要求及其等同技术的范围之内，则本发明也意图包含这些改动和变型在内。Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalent technologies, the present invention also intends to include these modifications and variations.
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510570782.7ACN105095977B (en) | 2015-09-09 | 2015-09-09 | An order distribution method and device |
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510570782.7ACN105095977B (en) | 2015-09-09 | 2015-09-09 | An order distribution method and device |
| Publication Number | Publication Date |
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| CN105095977Atrue CN105095977A (en) | 2015-11-25 |
| CN105095977B CN105095977B (en) | 2022-07-08 |
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510570782.7AActiveCN105095977B (en) | 2015-09-09 | 2015-09-09 | An order distribution method and device |
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