阅读说明：本技术 一种信息处理方法、装置、计算机系统及可读存储介质 (Information processing method, device, computer system and readable storage medium ) 是由 朱海全 于 2020-03-27 设计创作，主要内容包括：本发明公开了一种信息处理方法、装置、计算机系统及可读存储介质,涉及计算机技术领域,应用于客服端,包括以下：接收第一终端上的页面报错指令,获取用户行为信息；对所述用户行为信息进行分析,获得问题数据；基于所述问题数据在数据库内查询,获取所述问题数据类型；当所述问题数据类型为常规,获得第一处理信息并发送至第一终端；当所述问题数据类型为非常规,获得第二处理信息并发送至第一终端；解决了传统的处理用户问题存在流程繁琐、处理周期长等问题,提高了问题处理效率。(The invention discloses an information processing method, an information processing device, a computer system and a readable storage medium, relates to the technical field of computers, is applied to a customer service end, and comprises the following steps: receiving a page error reporting instruction on a first terminal, and acquiring user behavior information; analyzing the user behavior information to obtain problem data; inquiring in a database based on the question data to obtain the question data type; when the problem data type is conventional, obtaining first processing information and sending the first processing information to a first terminal; when the problem data type is unconventional, second processing information is obtained and sent to the first terminal; the problems of complicated flow, long processing period and the like in the traditional user processing problem are solved, and the problem processing efficiency is improved.)

1. An information processing method is characterized by being applied to a customer service end and comprising the following steps:

receiving a page error reporting instruction on a first terminal, and acquiring user behavior information;

analyzing the user behavior information to obtain problem data;

inquiring in a database based on the question data to obtain the question data type;

when the problem data type is conventional, obtaining first processing information and sending the first processing information to a first terminal;

when the problem data type is unconventional, second processing information is obtained and sent to the first terminal;

the first processing information includes the question data and processing data corresponding to the question data, and the second processing information includes the question data and result information corresponding to the question data.

2. An information processing method according to claim 1, characterized in that:

the obtaining of the first processing information includes the following:

configuring, from a database, processing data associated with the issue data based on the issue data.

3. An information processing method according to claim 1, characterized in that:

obtaining second processed information, comprising the following:

acquiring a second terminal address, sending the problem data to a second terminal and receiving feedback information;

and analyzing the feedback information, and extracting data related to the problem data as result information.

4. An information processing method according to claim 3, characterized in that:

after extracting data associated with the question data as result information, the following are included:

generating a correlation object by corresponding the problem data and the result information;

storing the associated object in a database.

5. An information processing method according to claim 1, characterized in that:

analyzing the user behavior information to obtain problem data, wherein the problem data comprises the following steps:

acquiring user track data according to the user behavior information;

searching in a preset path database according to the user track data to obtain path data with the highest similarity with the user track data;

and comparing the user trajectory data with the user trajectory data to obtain a problem position, and obtaining problem data according to the problem position.

6. An information processing method according to claim 5,

searching a preset path database according to the user track data to acquire path data with the highest similarity with the user track data, and the method comprises the following steps:

extracting characteristic information of the user track data;

searching all path data consistent with the characteristic information in the preset path database based on the characteristic information;

calculating the similarity between each path data and the user track data one by one;

and obtaining path data with the highest similarity to the user track data.

7. An information processing method according to claim 1,

based on the query of the question data in a database, acquiring the question data type, comprising the following steps:

acquiring a keyword of the question data;

searching whether problem data matched with the keywords exist in a scheme database according to the keywords;

if so, determining that the problem data type is conventional; if not, determining that the problem data type is unconventional.

8. An information processing system, comprising:

the acquisition module is used for receiving a page error reporting instruction on the first terminal and acquiring user behavior information;

the analysis module is used for analyzing the user behavior information to obtain problem data;

the judging module is used for inquiring in a database based on the question data to acquire the question data type;

the first execution module is used for obtaining first processing information and sending the first processing information to the first terminal when the problem data type is conventional;

and the second execution module is used for obtaining second processing information and sending the second processing information to the first terminal when the problem data type is unconventional.

9. A computer system comprising at least one computer device, each computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the steps of the method of any one of claims 1 to 7 are collectively implemented by the processor of the at least one computer device when the computer program is executed.

10. A computer-readable storage medium comprising a plurality of storage media, each storage medium having a computer program stored thereon, wherein the computer programs stored by the plurality of storage media, when executed by a processor, collectively implement the steps of any of claims 1 to 7.

Technical Field

The present invention relates to the field of computer technologies, and in particular, to an information processing method, an information processing apparatus, a computer system, and a readable storage medium.

Background

With the development of science and technology, a user can autonomously operate an application system through a page, such as an online mall system, a transaction query system and the like, but problems occur in the use process of the user, such as user operation errors, version adaptability problems and the like, and the problems all cause the system to send a page error reporting signal, and cause the user to be incapable of performing subsequent operations, thereby affecting the use of the user.

When a user encounters a problem, the problem can only be recorded under a general condition, the problem is fed back to customer service staff after the user exits the system, the customer service staff find technical staff to solve the problem after receiving the problem, the problem is fed back to the user after the technical staff provide a solution, the process is complex, the problem processing time is long, and the processing efficiency is low.

Disclosure of Invention

The invention aims to provide an information processing method, an information processing device, a computer system and a readable storage medium, which are used for solving the problems of complicated user problem processing flow and low efficiency in the prior art.

In order to achieve the above object, the present invention provides an information processing method applied to a customer service end, including the following steps:

receiving a page error reporting instruction on a first terminal, and acquiring user behavior information;

analyzing the user behavior information to obtain problem data;

inquiring in a database based on the question data to obtain the question data type;

when the problem data type is conventional, obtaining first processing information and sending the first processing information to a first terminal;

when the problem data type is unconventional, second processing information is obtained and sent to the first terminal;

the first processing information includes the question data and processing data corresponding to the question data, and the second processing information includes the question data and result information corresponding to the question data.

Further, the obtaining the first processing information includes:

configuring, from a database, processing data associated with the issue data based on the issue data.

Further, obtaining second processing information includes:

acquiring a second terminal address, sending the problem data to a second terminal and receiving feedback information;

and analyzing the feedback information, and extracting data related to the problem data as result information.

Further, after extracting data associated with the question data as result information, the following is included:

generating a correlation object by corresponding the problem data and the result information;

storing the associated object in a database.

Further, analyzing the user behavior information to obtain question data, including the following:

acquiring user track data according to the user behavior information;

searching in a preset path database according to the user track data to obtain path data with the highest similarity with the user track data;

and comparing the user trajectory data with the user trajectory data to obtain a problem position, and obtaining problem data according to the problem position.

Further, searching a preset path database according to the user track data to acquire path data with the highest similarity to the user track data, and the method comprises the following steps:

extracting characteristic information of the user track data;

searching all path data consistent with the characteristic information in the preset path database based on the characteristic information;

calculating the similarity between each path data and the user track data one by one;

and obtaining path data with the highest similarity to the user track data.

Further, the step of obtaining the question data type based on the question data query in the database comprises the following steps:

acquiring a keyword of the question data;

searching whether problem data matched with the keywords exist in a scheme database according to the keywords;

if so, determining that the problem data type is conventional; if not, determining that the problem data type is unconventional.

To achieve the above object, the present invention also provides an information processing system comprising:

the acquisition module is used for receiving a page error reporting instruction on the first terminal and acquiring user behavior information;

the analysis module is used for analyzing the user behavior information to obtain problem data;

the judging module is used for inquiring in a database based on the question data to acquire the question data type;

and the execution module executes a matching scheme associated with the problem data type based on the problem data type, acquires result information corresponding to the problem data, and sends the problem data and the result information to the first terminal.

To achieve the above object, the present invention also provides a computer system comprising at least one computer device, each computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor of the at least one computer device jointly implementing the steps of the above method when executing the computer program.

To achieve the above object, the present invention further provides a computer-readable storage medium comprising a plurality of storage media, each storage medium having stored thereon a computer program, the computer programs stored in the storage media, when executed by a processor, collectively implementing the steps of the above method.

According to the information processing method, the device, the computer system and the readable storage medium, the problem data are obtained by obtaining the user behavior information, positioning the problem immediately after the page error report instruction is received, the corresponding processing data or result information is obtained based on the problem data, namely the corresponding processing data can be sent to the user before the user feeds back the problem to the customer service side, the user can conveniently and directly execute subsequent operation based on the processing data, the situations of complicated processes and long-time waiting for the user to send an inquiry request to the customer service side again are reduced, the problems of complicated processes, long processing period and the like existing in the traditional user problem processing are solved, and the problem processing efficiency is improved.

Drawings

FIG. 1 is a flowchart of a first embodiment of an information processing method according to the present invention;

fig. 2 is a flowchart of obtaining user path data according to the user behavior information in a first embodiment of an information processing method according to the present invention;

fig. 3 is a flowchart of acquiring path data with the highest similarity to the user trajectory data in the first embodiment of the information processing method according to the present invention;

FIG. 4 is a flowchart of an information processing method according to an embodiment of the present invention, wherein the type of the question data is obtained based on a query of the question data in a database;

FIG. 5 is a flowchart of obtaining second processing information according to a first embodiment of an information processing method of the present invention;

FIG. 6 is a block diagram of program modules of a second embodiment of an information handling system according to the present invention;

FIG. 7 is a block diagram of an analysis module according to a second embodiment of the present invention;

FIG. 8 is a block diagram illustrating second program modules of a second exemplary embodiment of an information handling system;

fig. 9 is a schematic diagram of a hardware structure of a computer device in the third embodiment of the computer system according to the present invention.

Reference numerals:

71. acquisition module 72, analysis module 73, and judgment module

74. A first execution module 75, a second execution module 76, a storage module

721. Matching module 722, positioning module 751 and connecting module

752. Analysis module 81, memory 82, processor

Detailed Description

In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

The invention provides an information processing method, an information processing device, a computer system and a readable storage medium method based on an acquisition module, an analysis module, a judgment module, a first execution module and a second execution module, which are applicable to the technical field of computers. The invention acquires user behavior information and stores the user behavior information in a cloud server, when a user uses the system to generate an error, the system sends a page error reporting instruction to a customer service end, the customer service end acquires the user behavior information through an acquisition module and analyzes the user behavior information through an analysis module to locate problems and acquire problem data, the analysis module searches a database based on the problem data, when processing data corresponding to the problem data is searched, the processing data is fed back to a user end through a first execution module, when the processing data corresponding to the problem data cannot be searched, the problem data is sent to a technician through a second execution module, corresponding processing data is extracted through an analysis module after the feedback information is acquired and is sent to a client, the problem is located immediately after the customer service end receives a page error reporting signal, and a solution is acquired, problem data and processing data are sent to a user side before a user sends a problem query request, the problems that the traditional user processing method is complex in process, long in processing period and the like are solved, and problem processing efficiency is improved.