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Method and system for processing user request

A technology for user request and request processing, applied in the computer field, can solve problems such as reducing the user experience effect, difficult for users to search for information, unable to ensure smooth and efficient communication with customer service personnel, etc., to improve user experience and improve response speed. Effect

Active Publication Date: 2013-02-06
BEIJING QIHOO TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

Therefore, it is difficult for users to search for the required information from past chat records, and it is difficult for customer service personnel to describe and record the content, processing process and processing results of the questions raised by users in a standardized manner
For example, the user and the customer service staff have solved a series of user problems after multiple round-trip instant message exchanges, but the description and solution of the user problem are likely to exist in multiple discontinuous instant messages, and there may even be an extreme Phenomenon: Between the raising and answering of a certain question, there are descriptions and answers of other questions. For example, after the first question is raised, the customer service staff has not yet resolved it, and the user continues to ask the second question, and the customer service staff may give priority to answering the second question. , and answer question one
It can be seen that the customer service systems in Scheme 1 and Scheme 2 cannot ensure smooth and efficient communication between customer service personnel and users, resulting in reduced user experience when users feedback customer service information
It can be seen that the existing customer service system cannot ensure smooth and efficient communication between customer service personnel and users, which affects the user experience effect of users when feedback information

Method used

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  • Method and system for processing user request
  • Method and system for processing user request
  • Method and system for processing user request

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Embodiment Construction

[0021] Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided for more thorough understanding of the present disclosure and to fully convey the scope of the present disclosure to those skilled in the art.

[0022] figure 1 A schematic diagram of a user request processing system 100 according to an embodiment of the present invention is schematically shown. Such as figure 1 As shown, the user request processing system includes: a front-end module 122 arranged in each client 12, a background module 142 arranged in each processing terminal 14, and a processing server arranged between the client 12 and the processing terminal 14 16.

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Abstract

The invention discloses a method and system for processing a user request. The method comprises the following steps of: receiving user request information sent by a user side; creating a request processing task according to the user request information, and allocating the request processing task to a processing terminal; creating a session corresponding to the request processing task; and receiving session-related information input by the user side and forwarding the session-related information to the processing terminal, receiving session-related information input by the processing terminal and forwarding the session-related information to the user side, and meanwhile, storing the session-related information. According to the method and the system, users and customer service staff can be in instant communication, so that the response rate of a customer service system is increased, and then, the user experience effect of the users during information feedback is improved.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a user request processing method and system. Background technique [0002] With the development of the Internet, merchants are more and more aware of the importance of customer service, especially in the fields of e-commerce and online games, the status and role of customer service are becoming more and more obvious, and the customer service system has also emerged as the times require. [0003] At present, a common customer service system in the industry is a form-based customer service system (FCSS, Form-based Customer Service System). Users use forms to submit customer service information, and customer service personnel use forms to answer questions. Among them, FCSS will formulate the required fields, arrange them according to certain rules, and present them to users in the form of forms through multimedia devices. The user fills in the customer service information in the ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/08H04L12/58G06Q10/06
CPCH04L67/14
Inventor 何承雄袁家美左文建刘钊
Owner BEIJING QIHOO TECH CO LTD
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