User request processing method and system

Abstract

Disclosed are a user request processing method and system. The method comprises steps of: receiving user request information sent by a client; creating a request processing task according to the user request information, and assigning the request processing task to a processing terminal; creating a session corresponding to the request processing task; receiving information input by the client and associated with the session and forwarding the information to the processing terminal, receiving a message input by the processing terminal and associated with the session and forwarding the message to the client, and at the same time storing the information associated with the session, so that a user and a customer service staff can communicate with each other in time, thereby improving a response speed of a customer service system, and further improving the user experience when the user feeds back information.

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 ...

AI Technical Summary

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

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