CN110636114B - Customer service access method, access system, service system and cloud platform - Google Patents
Customer service access method, access system, service system and cloud platformDownload PDFInfo
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- CN110636114B CN110636114BCN201910782702.2ACN201910782702ACN110636114BCN 110636114 BCN110636114 BCN 110636114BCN 201910782702 ACN201910782702 ACN 201910782702ACN 110636114 BCN110636114 BCN 110636114B
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- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/955—Retrieval from the web using information identifiers, e.g. uniform resource locators [URL]
- G06F16/9566—URL specific, e.g. using aliases, detecting broken or misspelled links
- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04L63/04—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks
- H04L63/0428—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks wherein the data content is protected, e.g. by encrypting or encapsulating the payload
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/146—Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
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Abstract
Description
Technical Field
The invention relates to the technical field of computer communication data processing, in particular to a customer service access method, an access system, a service system and a cloud platform.
Background
The cloud server (ECS) is a computing Service with simplicity, high efficiency, safety, reliability, and flexible processing capability. The management mode is simpler and more efficient than that of a physical server. A user can quickly create or release any plurality of cloud servers without purchasing hardware in advance, and the user can enjoy ultrahigh server processing capacity. At present, more and more online public service systems are gradually built by adopting cloud servers.
The cloud online customer service system built by the cloud server generally comprises a user side and a customer service side, wherein the user side refers to equipment used by a user for opening a chat window, the customer service side refers to an online workbench used by the customer service system, and an online chat type communication channel can be built between the user side and the customer service side through the cloud online customer service system. The user can seek help from the manual customer service through the chat window on the user side.
The visitor business card refers to a window page which is displayed on a page of the customer service end and is accessed with user information. The visitor business card can enable the manual customer service to better know the source service, the service information, the historical contact and other related information of the access user.
However, the current cloud online customer service system only allows one URL address of the guest card to be configured, that is, the existing cloud online customer service system only configures one URL support system of the guest card. No matter any user accessing a service source, the parameter analysis rule, the display style and the allowable operation mode of the visitor business card can be all in one mode, and the visitor business card is single in form and poor in applicability. Meanwhile, each access service system needs to provide a customer information query interface for the visitor business card support system, so that the visitor business card support system needs to continuously add new query interfaces to adapt to a new service system.
Therefore, in the prior art, the cloud online customer service system aims at different service systems, the visitor business card can be realized in a single form, and meanwhile, the visitor business card support system needs to be continuously modified to adapt to a new service system query interface. Therefore, the technical problems that the visitor business card supported by the existing cloud online customer service system is poor in adaptability and serious in repeated development condition are caused.
Disclosure of Invention
The application provides a customer service access method, an access system, a service system and a cloud platform, which are used for solving the problems that the cloud online customer service system in the prior art can realize a single visitor business card form aiming at different service systems, and meanwhile, a visitor business card supporting system needs to be continuously modified to adapt to a new service system query interface. Therefore, the technical problems that the visitor business card supported by the existing cloud online customer service system is poor in adaptability and serious in repeated development condition are caused.
A first aspect of the present application provides a method for processing customer service access, including:
receiving a first URL (uniform resource locator) address sent by a service system through a customer service access system, wherein the first URL address is used for calling a first visitor business card corresponding to the service system, and the first URL comprises a first user identifier;
sending an instruction signal comprising the first URL address to a preset cloud platform through a customer service access system;
generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address;
and sending the second URL address to an online workbench through the preset cloud platform, so that the online workbench can send a request to the customer service access system based on the second URL address to display a corresponding second visitor business card, wherein the second visitor business card comprises user data information which is fed back by the service system and corresponds to the first user identifier.
Optionally, the sending, by the preset cloud platform, the second URL address to an online workstation, so that the online workstation may issue a request to the customer service access system based on the second URL to display a corresponding second guest business card, includes:
after receiving a first business card request sent by the online workbench based on the second URL address, the customer service access system analyzes the first URL address in the second URL address;
the customer service access system sends a second business card request to the business system based on the first URL address, so that the business system analyzes and obtains the first user identification in the first URL after receiving the second business card request, inquires and obtains related user data information corresponding to the first user identification, and generates a first visitor business card comprising the user data information;
the customer service access system generates a second visitor business card comprising the first visitor business card after receiving the first visitor business card fed back by the service system;
and the customer service access system feeds back a second visitor business card comprising the first visitor business card information to the online workbench.
Optionally, before the receiving, by the customer service access system, the first URL address sent by the service system, the method includes:
receiving a first access request instruction sent by a user through the service system;
the business system determines a first user identification used for representing the user identity based on the first access request instruction;
and sending the first URL address comprising the first user identification to the customer service access system through the service system.
Optionally, the sending, by the service system, the first URL address including the first user identifier to the customer service access system includes:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system through the service system to obtain first encrypted data;
sending the first encrypted data to the customer service access system through the service system;
the receiving, by the customer service access system, the first URL address sent by the service system includes:
and analyzing the first encrypted data through the customer service access system to obtain the first URL address.
Optionally, the sending, by the customer service access system, the instruction signal including the first URL address to a preset cloud platform includes:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform through the customer service access system to obtain second encrypted data;
sending a request access instruction including the second encrypted data to the preset cloud platform through a customer service access system;
generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address, and the method comprises the following steps:
analyzing the second encrypted data through the preset cloud platform to obtain the first URL address;
and accessing the first URL address into a preset customer service access system business card URL address through the preset cloud platform to obtain the second URL address.
Optionally, after the sending, by the customer service access system, the request access instruction including the second encrypted data to the preset cloud platform, the method further includes:
generating and feeding back a third URL address to the customer service access system through the preset cloud platform;
and feeding back the third URL address input by the customer service access system to the client corresponding to the first user identifier through the service system, so that the user can call a customer service chat window based on the third URL to complete chat connection with the online workbench.
A second aspect of the present application provides a customer service access system, including:
a customer service access system, comprising:
a signal receiving end;
a signal transmitting terminal;
a processor connected to the signal receiving terminal and the signal transmitting terminal, for receiving a first URL address transmitted by a service system through the signal receiving terminal, transmitting an instruction signal including the first URL address to a preset cloud platform through the signal transmitting terminal, so that the preset cloud platform generates a second URL address for calling a second guest card corresponding to the guest service access system, and after the preset cloud platform transmits the second URL address to an online workstation, the online workstation may issue a request to the guest service access system based on the second URL to display the corresponding second guest card, wherein the first URL address is used for calling a first guest card corresponding to the service system, the first URL address includes a first user identifier, the second URL address includes the first URL address, and the second guest card includes a user identifier corresponding to the first user identifier fed back by the service system And (4) data information.
Optionally, the processor is configured to, after receiving, through the signal receiving end, a first business card request sent by the online workbench based on the second URL address, analyzing to obtain the first URL address in the second URL address, sending a second business card request to the service system through the signal sending terminal based on the first URL address, so that the business system analyzes and obtains the first user identification in the first URL address after receiving the second business card request, inquiring and obtaining relevant user data information corresponding to the first user identification, generating a first visitor business card comprising the user data information, after receiving the first visitor business card fed back by the service system through the signal receiving end, generating a second visitor business card comprising the first visitor business card, and feeding back a second visitor business card comprising the first visitor business card information to the online workbench through the signal sending end.
Optionally, the processor is configured to parse first encrypted data sent by the service system to obtain the first URL address, where the first encrypted data is obtained by encrypting, by the service system, the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system.
Optionally, the processor is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform to obtain second encrypted data, and send a request access instruction including the second encrypted data to the preset cloud platform through the signal sending end.
A third aspect of the present application provides a service system, including:
a signal receiving module;
a signal transmitting module;
and the processing module is connected with the signal receiving module and the signal sending module and used for receiving a first access request instruction sent by a user through the signal receiving module, determining a first user identifier used for representing the user identity based on the first access request instruction, and sending the first URL address comprising the first user identifier to the customer service access system through the signal sending module.
Optionally, the processing module is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system to obtain first encrypted data, and send the first encrypted data to the customer service access system through the signal sending module.
Optionally, the processing module is configured to receive, through the signal receiving module, a third URL address input by the customer service access system, and feed back the third URL address to a client where the user corresponding to the first user identifier is located through the signal sending module, so that the user can call a customer service chat window based on the third URL address to complete chat connection with the online workbench.
The present application fourth aspect provides a cloud platform, comprising:
a signal receiving device;
a signal transmitting device;
and the processing equipment is connected with the signal receiving equipment and the signal sending equipment and used for generating a second URL (uniform resource locator) address for calling a second visitor business card corresponding to the customer service access system, and the second URL address is sent to an online workbench through the signal sending equipment so that the online workbench can send a request to the customer service access system based on the second URL address to display the corresponding second visitor business card, wherein the second URL address comprises the first URL address, and the second visitor business card comprises user data information which is fed back by the service system and corresponds to the first user identifier.
Optionally, the processing device is configured to analyze second encrypted data to obtain the first URL address, access the first URL address to a preset customer service access system business card URL address, and obtain the second URL address, where the second encrypted data is obtained by encrypting the first URL address by the customer service access system according to an encryption algorithm and a message format corresponding to the preset cloud platform.
Optionally, the processing device is configured to generate and feed back a third URL address to the customer service access system through the signal sending device, where the third URL address is used to call a customer service chat window to complete chat connection with the online workbench.
A fifth aspect of the application provides a computer apparatus comprising processing means for implementing the steps of the method according to the first aspect when executing a computer program stored in a memory.
A sixth aspect of the present application provides a computer readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the method according to the first aspect.
One or more technical solutions provided in the embodiments of the present application have at least the following technical effects or advantages:
according to the technical scheme, the customer service access system is built between the service system and the cloud platform, the first URL address which is sent by the service system and comprises the user identification and used for calling the first visitor business card is received through the customer service access system, then the first URL address is forwarded to the preset cloud platform, and the second URL address which is used for calling the second visitor business card and comprises the first URL address is generated by the preset cloud platform; the online workbench may issue a request to the customer service access system to display a second guest business card based on the second URL address. And the customer service access system applies for obtaining a first visitor business card comprising user information based on a first URL address in a second URL address, and feeds back a second visitor business card comprising data information of the first visitor business card to an online workbench. Therefore, different types of visitor business cards supported by different service systems can be fed back to the online workbench, data query work of users by each service system in a customer service access processing process is achieved, the condition that a cloud platform needs to continuously develop a new information query interface to adapt to a new service system data end is avoided, and the technical effects of improving the applicability and diversity of the visitor business cards and avoiding repeated development and saving a large amount of manpower and material resources are achieved.
Drawings
Fig. 1 is a flowchart of a method for processing customer service access according to an embodiment of the present invention;
fig. 2 is a structural diagram of a customer service access system according to an embodiment of the present invention;
fig. 3 is a structural diagram of a service system according to an embodiment of the present invention;
fig. 4 is a structural diagram of a cloud platform according to an embodiment of the present invention.
Detailed Description
The application provides a customer service access method, an access system, a service system and a cloud platform, which are used for solving the problems that the cloud online customer service system in the prior art can realize a single visitor business card form aiming at different service systems, and meanwhile, a visitor business card supporting system needs to be continuously modified to adapt to a new service system query interface. Therefore, the technical problems that the visitor business card supported by the existing cloud online customer service system is poor in adaptability and serious in repeated development condition are caused.
In order to solve the technical problems, the general idea of the embodiment of the application is as follows:
according to the technical scheme, the customer service access system is built between the service system and the cloud platform, the first URL address which is sent by the service system and comprises the user identification and used for calling the first visitor business card is received through the customer service access system, then the first URL address is forwarded to the preset cloud platform, and the second URL address which is used for calling the second visitor business card and comprises the first URL address is generated by the preset cloud platform; the online workbench may issue a request to the customer service access system to display a second guest business card based on the second URL address. And the customer service access system applies for obtaining a first visitor business card comprising user information based on a first URL address in a second URL address, and feeds back a second visitor business card comprising data information of the first visitor business card to an online workbench. Therefore, different types of visitor business cards supported by different service systems can be fed back to the online workbench, data query work of users by each service system in a customer service access processing process is achieved, the condition that a cloud platform needs to continuously develop a new information query interface to adapt to a new service system data end is avoided, and the technical effects of improving the applicability and diversity of the visitor business cards and avoiding repeated development and saving a large amount of manpower and material resources are achieved.
The technical solutions of the present application are described in detail below with reference to the drawings and specific embodiments, and it should be understood that the specific features in the embodiments and examples of the present application are detailed descriptions of the technical solutions of the present application, and are not limitations of the technical solutions of the present application, and the technical features in the embodiments and examples of the present application may be combined with each other without conflict.
The term "and/or" herein is merely an association describing an associated object, meaning that three relationships may exist, e.g., a and/or B, may mean: a exists alone, A and B exist simultaneously, and B exists alone. In addition, the character "/" herein generally indicates that the former and latter related objects are in an "or" relationship.
Example one
Referring to fig. 1, fig. 2, fig. 3, and fig. 4, an embodiment of the present application provides a method for processing customer service access, including:
step 101: receiving a first URL (uniform resource locator) address sent by a service system through a customer service access system, wherein the first URL address is used for calling a first visitor business card corresponding to the service system, and the first URL comprises a first user identifier;
it should be noted that "the first URL address is used to invoke the first guest card corresponding to the business system" may refer to the following meanings: the first URL address may be supported and invoked by the service system, in other words, the service system may have its own guest card support system, the first guest card being a guest card defined and supported for display by the service system.
Specifically, in this step, when a user needs to connect to an online customer service workbench through a certain service system, an access request may be sent to the service system, and the service system determines the identity of the user when receiving the access request, and sends a user identifier representing the identity of the user and a URL head address of a guest business card provided by the service system to the customer service access system in the embodiment of the present application. Specifically, the user identifier may be represented by various data IDs, and the data ID may be directly spliced to the URL address, or may be added to the URL address of the service system by using a preset insertion method, thereby forming the first URL address.
For example, in the process of using a certain e-commerce APP to perform online shopping, a user a needs to connect and communicate with an online customer service workbench, the user a may first send a customer service connection request to a service system a supporting the e-commerce APP through a relevant page or key of the e-commerce APP, and the service system a may determine a user identifier representing the user according to a customized rule when receiving the connection request: ID23, and then may generate a guest name URL first address corresponding to the own guest business card support system: com/v, then concatenates the user identification on the first address, constituting the first URL address: http:// XXXXX. com/v/ID23, and then sends the first URL address to the customer service access system. According to the URL forming format, when an instruction for calling the first URL address is initiated from any terminal, an application instruction for calling a visitor business card supported by the service system a can be initiated to the service system a, and the visitor business card corresponds to the user A.
As can be seen from the current intelligent data processing level, as long as the first URL address includes a first URL address corresponding to a guest name card support system capable of identifying the business system and a field of the user identifier, the first URL address may be: com/v/23, which can be set according to different judgment rules in actual operation, and is not exemplified here for the simplicity of the description.
Step 102: sending an instruction signal comprising the first URL address to a preset cloud platform through a customer service access system;
step 103: generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address;
likewise, "a second URL address for calling a second guest card corresponding to the customer service access system" may mean the following: the second URL address may be supported and invoked by the customer service access system. In other words, the customer service access system may have its own guest business card support system, the second guest business card being the guest business card defined and supported for display by the customer service access system. The second guest business card may have a different construction and operation form from the first guest business card.
In the execution process of this step, the second URL address may be data pre-stored in the preset cloud platform. That is to say, in the technical scheme of this application embodiment, a plurality of different service systems can pass through customer service access system with preset cloud platform (for example, this preset cloud platform can be for arrhizus) connects, preset cloud platform can prestore this customer service access system's visitor's business card address, after receiving this customer service access system sends the first URL address, preset cloud platform can with first URL address inserts in customer service access system's visitor's business card address, thereby obtains the second URL address.
The following example is carried out: the customer service access system may associate the first URL address: http:// XXXXX. com/v/ID23 is forwarded to the Alice cloud platform, and the Alice cloud platform can store the address of the visitor business card of the customer service access system: and http:// YYYYY.com/v is spliced with the first URL address to form a second URL address: http:// YYYYY.com/vparam ═ http:// XXXXX.com/v/ID 23. Of course, it is also possible to only concatenate the key segments that characterize the first URL address, for example, the second URL address may also be: http:// yyyy.com/v/xxxxxx.com/v/ID 23, the second URL address may be used as long as it contains a field that can identify the specific first URL address and the visitor card address of the customer service access system.
Step 104: and sending the second URL address to an online workbench through the preset cloud platform, so that the online workbench can send a request to the customer service access system based on the second URL to display a corresponding second visitor business card, wherein the second visitor business card comprises user data information which is fed back by the service system and corresponds to the first user identifier.
Because the second URL address generated instep 103 includes the visitor's business card address supported by the customer service access system, the on-line workbench used by the back-end artificial customer service can access the visitor's business card support system of the customer service access system by calling the second URL address, and when the customer service access system receives the visitor's business card calling application initiated by the second URL address, the customer service access system can determine that the visitor's business card that the application needs to call needs to include the visitor's business card information called by the first URL address through the key byte section of the first URL address carried by the customer service access system. Therefore, the customer service access system can further access the visitor business card support system of the service system through the first URL address. And further, the visitor business card supporting system of the service system can obtain relevant information of a corresponding user through a query port of the user based on the user identification in the first URL address, and then fill and render the relevant information of the user into the visitor business card of the user, so that the user visitor business card of the service system is formed, and the visitor business card of the user is fed back. And the customer service access system fills and renders the received user visitor business card of the service system into the visitor business card of the customer service access system to form the user visitor business card of the customer service access system.
It should be noted that, the customer service access system fills and renders the received user visitor business card of the service system into the visitor business card of the customer service access system, may refer to filling various user information data in the user visitor business card of the service system into the visitor business card of the customer service access system, and may also directly display the user visitor business card interface of the service system in the visitor business card page of the customer service access system, and the specific rendering mode and the data filling mode may be set by themselves as required, and the technical scheme of the application is not further limited.
Further take the example above: the Ali cloud platform can send the second URL address to an online workbench used by manual customer service, and a manual customer service operation window page calls a website: http:// YYYYY.com/v/XXXXX.com/v/ID23, whereby an invocation application may be initiated to the guest business card support system of the customer service access system. After the customer service access system receives the website information, the customer service access system transmits the website information to the customer service access system through a key field: com/v/ID23, automatic call to website: the method comprises the steps that http:// XXXXX. com/v/ID23, a calling application can be further initiated to a visitor business card support system of the service system, after the service system receives the website information, the user identity is determined through a user identification field ID23, relevant user information corresponding to a user is obtained through a data query port of the service system through query, and then the relevant user information is filled and rendered in a visitor business card of the service system to form a first visitor business card. And after the customer service access system receives the first visitor business card, filling and rendering user data information in the first visitor business card into the visitor business card of the customer service access system to form a second visitor business card. Furthermore, the customer service access system feeds the second visitor business card back to the online workbench, and the manual customer service can know the user related information applying for the online service by checking the second visitor business card, help the manual customer service to quickly understand the appeal of the user, and efficiently complete related business processing.
Therefore, according to the technical scheme in the embodiment of the application, a customer service access system is built between a service system and a cloud platform, the customer service access system receives a first URL address which is sent by the service system and comprises a user identifier and used for calling a first visitor business card, the first URL address is forwarded to a preset cloud platform, and the preset cloud platform generates a second URL address which is used for calling a second visitor business card and comprises the first URL address; the online workbench may issue a request to the customer service access system to display a second guest business card based on the second URL address. And the customer service access system applies for obtaining a first visitor business card comprising user information based on a first URL address in a second URL address, and feeds back a second visitor business card comprising data information of the first visitor business card to an online workbench. Therefore, different types of visitor business cards supported by different service systems can be fed back to the online workbench, data query work of users by each service system in a customer service access processing process is achieved, the condition that a cloud platform needs to continuously develop a new information query interface to adapt to a new service system data end is avoided, and the technical effects of improving the applicability and diversity of the visitor business cards and avoiding repeated development and saving a large amount of manpower and material resources are achieved.
Specifically, in an implementation process of the technical solution of the embodiment of the present application, the sending, by the preset cloud platform, the second URL address to an online workbench, so that the online workbench can send a request to the customer service access system based on the second URL to display a corresponding second guest business card includes:
after receiving a first business card request sent by the online workbench based on the second URL address, the customer service access system analyzes the first URL address in the second URL address;
the customer service access system sends a second business card request to the business system based on the first URL address, so that the business system analyzes and obtains the first user identification in the first URL after receiving the second business card request, inquires and obtains related user data information corresponding to the first user identification, and generates a first visitor business card comprising the user data information;
the customer service access system generates a second visitor business card comprising the first visitor business card after receiving the first visitor business card fed back by the service system;
and the customer service access system feeds back a second visitor business card comprising the first visitor business card information to the online workbench.
That is to say, in the technical scheme of this application embodiment, can be for direct display in the page of second visitor's business card first visitor's business card interface, can further guarantee the integrality of the relevant data that each service system provided with the original flavor show of visitor's business card that each service system supported before artifical customer service, guarantee to present with different service systems to the key user data that is suitable for.
Further, before the receiving, by the customer service access system, the first URL address sent by the service system, the method includes:
receiving a first access request instruction sent by a user through the service system;
the business system determines a first user identification used for representing the user identity based on the first access request instruction;
and sending the first URL address comprising the first user identification to the customer service access system through the service system.
Still further, the sending, by the business system, the first URL address including the first subscriber identity to the customer service access system includes:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system through the service system to obtain first encrypted data;
sending the first encrypted data to the customer service access system through the service system;
the receiving, by the customer service access system, the first URL address sent by the service system includes:
and analyzing the first encrypted data through the customer service access system to obtain the first URL address.
Meanwhile, the sending the instruction signal including the first URL address to a preset cloud platform through a customer service access system includes:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform through the customer service access system to obtain second encrypted data;
sending a request access instruction including the second encrypted data to the preset cloud platform through a customer service access system;
generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address, and the method comprises the following steps:
analyzing the second encrypted data through the preset cloud platform to obtain the first URL address;
and accessing the first URL address into a preset customer service access system business card URL address through the preset cloud platform to obtain the second URL address.
As can be seen from the above processing flow, in the data transceiving process between the service system and the customer service access system and between the customer service access system and the preset cloud platform, the technical solution in this embodiment of the application needs to perform data format conversion and data encryption processing on the relevant data corresponding to the receiving device or system. Therefore, the data applicability between different devices or systems can be ensured, and the data compatibility of different terminals in the data processing process can be improved.
Still further, after the sending, by the customer service access system, the request access instruction including the second encrypted data to the preset cloud platform, the method further includes:
generating and feeding back a third URL address to the customer service access system through the preset cloud platform;
and feeding back the third URL address input by the customer service access system to the client corresponding to the first user identifier through the service system, so that the user can call a customer service chat window based on the third URL to complete chat connection with the online workbench.
That is to say, in the implementation process of the technical solution in the embodiment of the present application, data transfer between the user side and the preset cloud platform may also be implemented by the customer service access system. After the user side receives the URL address of the customer service chat window sent by the preset cloud platform, namely the third URL address, the online chat network connection between the client side and the online workbench can be realized by calling the URL address, the real-time online communication between the user and the manual customer service is facilitated, and the related functions of online customer service access processing services are further improved.
Example two
Referring to fig. 2, a second embodiment of the present application provides a customer service access system, including:
asignal receiving end 201;
asignal transmitting terminal 202;
aprocessor 203 connected to the signal receiving terminal and the signal transmitting terminal, for receiving a first URL address transmitted by a service system through the signal receiving terminal, transmitting an instruction signal including the first URL address to a preset cloud platform through the signal transmitting terminal, so that the preset cloud platform generates a second URL address for calling a second guest card corresponding to the guest service access system, and after the preset cloud platform transmits the second URL address to an online workstation, the online workstation may issue a request to the guest service access system based on the second URL to display the corresponding second guest card, wherein the first URL address is used for calling a first guest card corresponding to the service system, the first URL address includes a first user identifier, the second URL address includes the first URL address, and the second guest card includes a second user identifier corresponding to the first user identifier fed back by the service system User data information.
Specifically, theprocessor 203 may be a general-purpose Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits for controlling program execution.
Further, the customer service access system may further include a storage device, and the number of the storage devices may be one or more. The storage device may include a Read Only Memory (ROM), a Random Access Memory (RAM), and a disk Memory.
Optionally, theprocessor 203 is configured to obtain the first URL address in the second URL address by parsing after the signal receiving end receives the first business card request sent by the online workbench based on the second URL address, based on that the first URL address passes through the signal sending end sends the second business card request to the service system, so that the service system obtains the first user identifier in the first URL address by parsing after receiving the second business card request, and queries and obtains the relevant user data information corresponding to the first user identifier, generates the first visitor business card including the user data information, generates the second business card including the first visitor business card after the signal receiving end receives the first visitor business card fed back by the service system, and feeds back the second visitor business card including the visitor business card information to the online workbench through the signal sending end.
Optionally, theprocessor 203 is configured to parse first encrypted data sent by the service system to obtain the first URL address, where the first encrypted data is obtained by encrypting, by the service system, the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system.
Optionally, theprocessor 203 is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform to obtain second encrypted data, and send a request access instruction including the second encrypted data to the preset cloud platform through the signal sending end.
Various changes and specific examples of the customer service access processing method in the foregoing embodiment in fig. 1 are also applicable to the customer service access system in this embodiment, and through the foregoing detailed description of the customer service access processing method, those skilled in the art can clearly know the implementation method of the customer service access system in this embodiment, so for brevity of the description, detailed description is not provided here.
EXAMPLE III
Referring to fig. 3, a third embodiment of the present application provides a service system, including:
asignal receiving module 301;
asignal transmission module 302;
theprocessing module 303 is connected to the signal receiving module and the signal sending module, and is configured to receive a first access request instruction sent by a user through the signal receiving module, determine a first user identifier used for representing an identity of the user based on the first access request instruction, and send the first URL address including the first user identifier to the customer service access system through the signal sending module.
Similarly, theprocessing module 303 may be a general-purpose Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits for controlling program execution.
Further, the business system may further include a storage device, and the number of the storage devices may be one or more. The storage device may include a Read Only Memory (ROM), a Random Access Memory (RAM), and a disk Memory.
Optionally, theprocessing module 303 is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system to obtain first encrypted data, and send the first encrypted data to the customer service access system through the signal sending module.
Optionally, theprocessing module 303 is configured to receive, by the signal receiving module, a third URL address input by the customer service access system, and feed back the third URL address to a client where the user corresponding to the first user identifier is located through the signal sending module, so that the user can call a customer service chat window based on the third URL address to complete chat connection with the online workbench.
Various changes and specific examples of the customer service access processing method in the foregoing embodiment in fig. 1 are also applicable to the service system in this embodiment, and through the foregoing detailed description of the customer service access processing method, those skilled in the art can clearly know the implementation method of the service system in this embodiment, so for the brevity of the description, detailed descriptions are not provided here.
Example four
Referring to fig. 4, a cloud platform according to a fourth embodiment of the present application includes:
asignal receiving device 401;
asignal transmitting device 402;
and theprocessing device 403 is connected with the signal receiving device and the signal sending device, and is used for generating a second URL address for calling a second visitor business card corresponding to the customer service access system, and sending the second URL address to an online workbench through the signal sending device, so that the online workbench can send a request to the customer service access system based on the second URL address to display the corresponding second visitor business card, wherein the second URL address comprises the first URL address, and the second visitor business card comprises user data information corresponding to the first user identifier fed back by the service system.
Similarly, theprocessor 403 may be a general-purpose Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits for controlling program execution.
Further, the cloud platform may further include a storage device, and the number of the storage devices may be one or more. The storage device may include a Read Only Memory (ROM), a Random Access Memory (RAM), and a disk Memory.
Optionally, the processing device is configured to analyze second encrypted data to obtain the first URL address, access the first URL address to a preset customer service access system business card URL address, and obtain the second URL address, where the second encrypted data is obtained by encrypting the first URL address by the customer service access system according to an encryption algorithm and a message format corresponding to the preset cloud platform.
Optionally, the processing device is configured to generate and feed back a third URL address to the customer service access system through the signal sending device, where the third URL address is used to call a customer service chat window to complete chat connection with the online workbench.
Various changes and specific examples of the customer service access processing method in the foregoing embodiment in fig. 1 are also applicable to the cloud platform in this embodiment, and through the foregoing detailed description of the customer service access processing method, those skilled in the art can clearly know the implementation method of the cloud platform in this embodiment, so for the brevity of the description, detailed descriptions are not provided here.
An embodiment of the application further provides a computer apparatus comprising processing means for implementing the steps of the method as claimed in any one of the first claims when executing a computer program stored in a memory.
An embodiment of the present application further provides a computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, performs the steps of the method according to an embodiment.
While the preferred embodiments of the present application have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all alterations and modifications as fall within the scope of the application.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Further, the steps of the methods in the technical solutions of the present application may be reversed, and the sequence may be changed while still falling within the scope of the invention covered by the present application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.
Claims (18)
1. A customer service access processing method is characterized by comprising the following steps:
receiving a first URL (uniform resource locator) address sent by a service system through a customer service access system, wherein the first URL address is used for calling a first visitor business card corresponding to the service system, and the first URL comprises a first user identifier;
sending an instruction signal comprising the first URL address to a preset cloud platform through a customer service access system;
generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address;
and sending the second URL address to an online workbench through the preset cloud platform, so that the online workbench can send a request to the customer service access system based on the second URL address to display a corresponding second visitor business card, wherein the second visitor business card comprises user data information which is fed back by the service system and corresponds to the first user identifier.
2. The method of claim 1, wherein said sending, by the preset cloud platform, the second URL address to an online workstation such that the online workstation can issue a request to the customer service access system based on the second URL to display a corresponding second guest business card comprises:
after receiving a first business card request sent by the online workbench based on the second URL address, the customer service access system analyzes the first URL address in the second URL address;
the customer service access system sends a second business card request to the business system based on the first URL address, so that the business system analyzes and obtains the first user identification in the first URL after receiving the second business card request, inquires and obtains related user data information corresponding to the first user identification, and generates a first visitor business card comprising the user data information;
the customer service access system generates a second visitor business card comprising the first visitor business card after receiving the first visitor business card fed back by the service system;
and the customer service access system feeds back a second visitor business card comprising the first visitor business card information to the online workbench.
3. The method of claim 1, wherein prior to said receiving, by the customer service access system, the first URL address sent by the business system, the method comprises:
receiving a first access request instruction sent by a user through the service system;
the business system determines a first user identification used for representing the user identity based on the first access request instruction;
and sending the first URL address comprising the first user identification to the customer service access system through the service system.
4. The method of claim 3, wherein said sending said first URL address including said first subscriber identity to said customer service access system through said business system comprises:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system through the service system to obtain first encrypted data;
sending the first encrypted data to the customer service access system through the service system;
the receiving, by the customer service access system, the first URL address sent by the service system includes:
and analyzing the first encrypted data through the customer service access system to obtain the first URL address.
5. The method of claim 4, wherein sending, by the customer service access system, the instruction signal including the first URL address to a preset cloud platform comprises:
encrypting the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform through the customer service access system to obtain second encrypted data;
sending a request access instruction including the second encrypted data to the preset cloud platform through a customer service access system;
generating a second URL address used for calling a second visitor business card corresponding to the customer service access system through the preset cloud platform, wherein the second URL address comprises the first URL address, and the method comprises the following steps:
analyzing the second encrypted data through the preset cloud platform to obtain the first URL address;
and accessing the first URL address into a preset customer service access system business card URL address through the preset cloud platform to obtain the second URL address.
6. The method of claim 5, wherein after the sending, by the customer service access system, the request access instruction including the second encrypted data to the provisioning cloud platform, the method further comprises:
generating and feeding back a third URL address to the customer service access system through the preset cloud platform;
and feeding back the third URL address input by the customer service access system to the client corresponding to the first user identifier through the service system, so that the user can call a customer service chat window based on the third URL address to complete chat connection with the online workbench.
7. A customer service access system, comprising:
a signal receiving end;
a signal transmitting terminal;
a processor connected to the signal receiving terminal and the signal transmitting terminal, for receiving a first URL address transmitted by a service system through the signal receiving terminal, transmitting an instruction signal including the first URL address to a preset cloud platform through the signal transmitting terminal, so that the preset cloud platform generates a second URL address for calling a second guest card corresponding to the guest service access system, and after the preset cloud platform transmits the second URL address to an online workstation, the online workstation may issue a request to the guest service access system based on the second URL to display the corresponding second guest card, wherein the first URL address is used for calling a first guest card corresponding to the service system, the first URL address includes a first user identifier, the second URL address includes the first URL address, and the second guest card includes a user identifier corresponding to the first user identifier fed back by the service system And (4) data information.
8. The customer service access system of claim 7, wherein the processor is configured to parse a first URL address in the second URL address after receiving a first business card request sent by the online workbench based on the second URL address through the signal receiving terminal, send a second business card request to the business system through the signal sending terminal based on the first URL address, so that the business system parses the first user ID in the first URL address after receiving the second business card request, queries relevant user data information corresponding to the first user ID, generates a first visitor business card including the user data information, and generates a second visitor business card including the first visitor business card after receiving the first visitor business card fed back by the business system through the signal receiving terminal, and feeding back a second visitor business card comprising the first visitor business card information to the online workbench through the signal sending end.
9. The customer service access system according to claim 8, wherein the processor is configured to parse first encrypted data sent by the service system to obtain the first URL address, where the first encrypted data is obtained by the service system encrypting the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system.
10. The customer service access system according to claim 9, wherein the processor is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the preset cloud platform to obtain second encrypted data, and send a request access instruction including the second encrypted data to the preset cloud platform through the signal sending end.
11. A business system, comprising:
a signal receiving module;
a signal transmitting module;
a processing module, connected to the signal receiving module and the signal sending module, for receiving a first access request command sent by a user through the signal receiving module, determining a first user identifier used for characterizing the user identity based on the first access request command, and sending the first URL address including the first user identifier to the customer service access system according to claim 7 through the signal sending module.
12. The service system according to claim 11, wherein the processing module is configured to encrypt the first URL address according to an encryption algorithm and a message format corresponding to the customer service access system to obtain first encrypted data, and send the first encrypted data to the customer service access system through the signal sending module.
13. The business system of claim 12, wherein the processing module is configured to receive a third URL address input by the customer service access system through the signal receiving module, and feed back the third URL address to the client corresponding to the first user identifier through the signal sending module, so that the user can invoke a customer service chat window to complete chat connection with the online workbench based on the third URL address.
14. A cloud platform, comprising:
a signal receiving device;
a signal transmitting device;
a processing device connected to the signal receiving device and the signal sending device, for generating a second URL address for calling a second guest card corresponding to the customer service access system as claimed in claim 7, and sending the second URL address to an online workbench through the signal sending device, so that the online workbench can issue a request to the customer service access system based on the second URL address to display the corresponding second guest card, wherein the second URL address includes the first URL address, and the second guest card includes user data information corresponding to the first user identifier fed back by the service system as claimed in claim 11.
15. The cloud platform of claim 14, wherein the processing device is configured to parse second encrypted data to obtain the first URL address, access the first URL address to a preset customer service access system business card URL address, and obtain the second URL address, and the second encrypted data is obtained by encrypting the first URL address by the customer service access system according to a corresponding encryption algorithm and a message format preset in the cloud platform.
16. The cloud platform of claim 15, wherein said processing device is configured to generate and send a third URL address back to said customer service access system via said signaling device, wherein said third URL address is configured to invoke a customer service chat window to complete a chat session with said online workstation.
17. A computer arrangement, characterized in that the arrangement comprises processing means for implementing the steps of the method according to any of claims 1-5 when executing a computer program stored in a memory.
18. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 5.
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