CN113449986B

CN113449986B - A service distribution method, device, server and storage medium

Info

Publication number: CN113449986B
Application number: CN202110716025.1A
Authority: CN
Inventors: 刘冬
Original assignee: Zhejiang Youzhi Cloud Information Technology Co ltd
Current assignee: Zhejiang Youzhi Cloud Information Technology Co ltd
Priority date: 2021-06-25
Filing date: 2021-06-25
Publication date: 2024-12-27
Anticipated expiration: 2041-06-25
Also published as: CN113449986A

Abstract

The embodiment of the application relates to the field of data processing and discloses a service distribution method, a device, a server and a storage medium, wherein the method comprises the steps of obtaining service demand information of a target user, wherein the service demand information comprises a target service type; the method comprises the steps of obtaining first position information of a target user, determining a candidate service personnel set of the target service according to the first position information, obtaining reference service information of each candidate service personnel, wherein the reference service information comprises a reference service type and service personnel characteristics, determining the association degree between the target user and each candidate service personnel according to the target service type and the reference service type of each candidate service personnel, determining an adjustment coefficient of each candidate service personnel according to the service personnel characteristics, and determining the target service personnel of the target user according to the association degree and the adjustment coefficient. The efficiency and the accuracy of service distribution can be effectively improved. The present application relates to blockchain technology, such as writing the above data into blockchain for service allocation.

Description

Service distribution method, device, server and storage medium

Technical Field

The present application relates to the field of computer technologies, and in particular, to a service allocation method, a device, a server, and a storage medium.

Background

In the development of related works of enterprises, for example, a large amount of loan business is generated when the loan business is processed, at present, most of distribution systems adopt a manual distribution method, namely, a large amount of loan business needs to be distributed to proper operators manually, so that the operation is quite troublesome, time and labor are wasted, errors are easy to occur during the distribution, and the work efficiency cannot be improved. Therefore, how to quickly and accurately distribute loan traffic to appropriate operators has become a current research hotspot problem.

Disclosure of Invention

The embodiment of the application provides a service distribution method, a device, a server and a storage medium, which can automatically distribute proper service personnel for users according to the service demands of the users and in combination with a plurality of characteristics of the service personnel, solve the problems of complicated and error-prone manual operation, improve the working efficiency and effectively improve the accuracy of service distribution.

In a first aspect, an embodiment of the present application discloses a service allocation method, where the method includes:

acquiring service demand information of a target user aiming at a target service, wherein the service demand information comprises a target service type;

Acquiring first position information of the target user, and determining a candidate service personnel set corresponding to the target service according to the first position information, wherein the candidate service personnel set comprises one or more candidate service personnel;

acquiring reference service information of each candidate service person, wherein the reference service information comprises a reference service type and service person characteristics;

Determining the association degree between the target user and each candidate service person according to the target service type and the reference service type of each candidate service person, and determining the adjustment coefficient of each candidate service person according to the service person characteristics;

and determining a target service personnel corresponding to the target user from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and distributing the target user to the target service personnel.

In a second aspect, an embodiment of the present application discloses a service allocation apparatus, where the apparatus includes:

The first acquisition unit is used for acquiring service demand information of a target user aiming at a target service, wherein the service demand information comprises a target service type;

the first determining unit is used for obtaining first position information of the target user, determining a candidate service personnel set corresponding to the target service according to the first position information, wherein the candidate service personnel set comprises one or more candidate service personnel;

the second acquisition unit is used for acquiring reference service information of each candidate service person, wherein the reference service information comprises a reference service type and service person characteristics;

A second determining unit, configured to determine a degree of association between the target user and each candidate service person according to the target service type and a reference service type of each candidate service person, and determine an adjustment coefficient of each candidate service person according to the service person feature;

and the third determining unit is used for determining target service personnel corresponding to the target user from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and distributing the target user to the target service personnel.

In a third aspect, an embodiment of the present application discloses a server, including a processor and a memory, where the memory is configured to store a computer program, the computer program includes program instructions, and the processor is configured to invoke the program instructions to execute the method of the first aspect.

In a fourth aspect, embodiments of the present application disclose a computer readable storage medium storing a computer program comprising program instructions which, when executed by a processor, cause the processor to perform the method of the first aspect described above.

In the embodiment of the application, the server can acquire the service demand information of the target user aiming at the target service, the service demand information can comprise the target service type, and the server can also acquire the first position information of the target user so as to determine the candidate service personnel set corresponding to the target service according to the first position information. Next, reference business information for each candidate business person may be obtained, which may include a reference business type and business person characteristics. And determining the association degree between the target user and each candidate business person according to the target business type and the reference business type of each candidate business person, and determining the adjustment coefficient of each candidate business person according to the business person characteristics. Further, the target service personnel corresponding to the target user can be determined from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and the target user is allocated to the target service personnel. By implementing the method, the proper business personnel can be automatically distributed to the user according to the business requirements of the user and in combination with a plurality of characteristics of the business personnel, so that the complicated and error-prone manual operation is solved, the working efficiency is improved, and the accuracy of business distribution is effectively improved.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for the description of the embodiments will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present application, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a schematic flow chart of a service allocation method according to an embodiment of the present application;

fig. 2a is an interface schematic diagram of a service processing interface according to an embodiment of the present application;

FIG. 2b is an interface diagram of another business processing interface provided by an embodiment of the present application;

fig. 3 is a flow chart of another service allocation method according to an embodiment of the present application;

fig. 4 is a schematic structural diagram of a service distribution device according to an embodiment of the present application;

fig. 5 is a schematic structural diagram of a server according to an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all embodiments of the application. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.

Referring to fig. 1, fig. 1 is a flow chart of a service allocation method according to an embodiment of the present application. The service allocation method described in the present embodiment is applied to a server, and can be executed by the server. As shown in fig. 1, the service allocation method includes the steps of:

S101, acquiring service demand information of a target user aiming at a target service, wherein the service demand information comprises a target service type.

In one implementation, a server may obtain service demand information for a target user for a target service. The target business may refer to a business in a specific business field, for example, the target business may be a business of a loan industry, and the business requirement information may include a loan intention of the target user, for example, the loan intention of the target user may be a consumer loan, an operation loan, a home loan, a tax loan, or the like. The intent to loan may be the type of business targeted, i.e., the type of loan desired by the targeted user.

In one implementation, the server may output a service processing interface for the user and display the service processing interface on the user terminal interface, and when the user needs to perform the loan service, relevant information (i.e., service requirement information) may be input on the service processing interface, so that the server may obtain the service requirement information, and allocate appropriate service personnel for the target user according to the service requirement information, so as to solve the service requirement of the target user. The service processing interface may include an operation area and a result display area, the operation area is used for a user to input information required for a service requirement, the operation area may include a requirement setting item and a confirmation control, and the result display area is used for displaying a target service person corresponding to the service requirement. And when the confirmation control is selected, the business requirement information can be generated according to the information input by the requirement setting item. For example, the business process interface may be as shown in fig. 2a, the operation area may be as shown in fig. 2a by the area marked 21, and the demand setting item may be as shown in fig. 2a by the areas marked 201, 202, 203, for example. The area marked 201 may be for a user to enter his own account number so that the account number may be subsequently authenticated. The area marked 202 may be used for the user to enter a target type of business, i.e., business the user needs to transact, e.g., if the user needs to transact a consumer credit, a consumer credit may be entered in the area, or a consumer credit may be selected from a plurality of options in the area. The area marked 203 may be used for the user to enter current location information so that the user's candidate set of business people may be subsequently determined from the location information. The validation control may be as shown in fig. 2a by the control labeled 204. The user may enter corresponding information in the areas marked 201, 202, 203 as in fig. 2a and click on the control marked 204 as in fig. 2 a. Then, after detecting that the user clicks the confirmation control, the terminal may acquire information input by the user in the requirement setting item, where the information is service requirement information, and when the terminal acquires information input by the user in the requirement setting item, the terminal may send the information input by the user in the requirement setting item to the server.

The server in the application can be an independent physical server, a server cluster or a distributed system formed by a plurality of physical servers, and a cloud server for providing cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDNs, basic cloud computing services such as big data and artificial intelligent platforms. The terminal may be a smart device such as a Mobile phone, a tablet computer, a notebook computer, a palm computer, a Mobile internet device (MID, mobile INTERNET DEVICE), etc. The terminal and the server may be directly or indirectly connected through wired or wireless communication, and the present application is not limited herein.

In one implementation, the service requirement information further includes identity information of the target user, where the identity information may be an account number input by the target user on the service processing interface, and then after the identity information of the target user is acquired, the identity information may perform identity verification on the target user. For example, whether the target user is an abnormal user may be detected according to the identity information, if the detected result is that the target user is an abnormal user, the target service of the target user is filtered, and if the detected result is that the target user is not an abnormal user, step S102 is performed. The specific implementation manner of detecting whether the target user is an abnormal user according to the identity information may be to perform real-name authentication according to the identity information, for example, an OTP (One-time Password) short message and a real-name authentication interface may be used to perform real-name authentication.

S102, obtaining first position information of a target user, and determining a candidate service personnel set corresponding to the target service according to the first position information.

In one implementation, after the service requirement information of the target user is acquired, the location information where the target user is currently located may also be acquired, for example, the location information may be GPS information, and may be referred to as first location information, where the first location information may specifically be a geographic location, so as to determine service personnel around the geographic location as candidate service personnel. Then, the business personnel close to the target user can be enabled to process the business subsequently, so that the business processing efficiency is accelerated.

Optionally, the specific implementation manner of obtaining the first location information of the target user may be that location information sent by the terminal where the target user is located may be received, where the location information may be determined by a location function of the terminal, for example, the location function of the terminal may be obtained through a global positioning system (Global Positioning System, GPS) chip pre-installed in the terminal, may also be obtained through a Beidou satellite navigation system (BeiDou Navigation SATELLITE SYSTEM, BDS) chip pre-installed, or may also be obtained through other location systems, which are not described herein. After receiving the positioning information sent by the terminal, the first position information of the target user can be obtained. Wherein the first location information may be positioning information.

Alternatively, the specific implementation manner of obtaining the first location information of the target user may be to obtain the location input by the target user on the service processing interface, that is, the current location may be input by the target user on the service processing interface, for example, the target user may input the current location in an area denoted by 203 in fig. 2 a. And after the terminal receives the location input by the target user, the location may be sent to the server, so that the server determines the first location information of the target user according to the location.

In one implementation manner, a specific implementation manner of determining the candidate service personnel set corresponding to the target service according to the first location information may be that second location information of each reference service personnel in the reference service personnel set may be acquired, where the acquiring manner of the second location information may refer to the acquiring manner of the first location information, which is not described herein in detail. And after determining the second location information of each reference service person, determining a target distance between the target user and each reference service person according to the first location information and the second location information of each reference service person, so as to determine candidate service persons according to the target distance. For example, the reference service personnel corresponding to the target distance less than or equal to the preset distance threshold may be added to the candidate service personnel set corresponding to the target service. The preset distance threshold may be preset, for example, the preset distance threshold may be 500 meters, that is, a reference business person corresponding to a target distance less than or equal to 500 meters may be determined as a candidate business person. The preset distance threshold value can be set as small as possible, so that the candidate service personnel can reach the first position information of the target user as soon as possible, and further the service processing speed can be increased.

In one implementation, each reference service person in the reference service person set has a corresponding service range area, and then a specific implementation manner of determining the candidate service person set corresponding to the target service according to the first location information may be that second location information and service distances of each reference service person in the reference service person set may be obtained, so as to determine the service range area of each reference service person according to the second location information and the service distances. For example, the service area may be a circular area centered on the second location information of the reference service person and having a radius of the service distance. After determining the service range area of each reference service person, the reference service person corresponding to the first position information in the service range area may be added to the candidate service person set corresponding to the target service.

In one implementation manner, a specific implementation manner of determining the candidate service personnel set corresponding to the target service according to the first position information may further be that a certain area is divided into a plurality of service range areas in advance, wherein each service range area is configured with a plurality of fixed reference service personnel. Then, the service range area where the first location information corresponding to the target user is located may be determined, so that the fixed plurality of reference service personnel configured in the service range area is determined as the candidate service personnel set corresponding to the target user.

S103, acquiring reference service information of each candidate service person, wherein the reference service information comprises reference service types and service person characteristics.

The reference service type may refer to a service type that is good for the candidate service person. For example, assuming that the target business is a loan business, the types of loan business may include a plurality of, e.g., consumer loans, business loans, home-based loans, tax loans, etc., each candidate business person may have a corresponding type of business that is good at. For example, one candidate business person may be good at consuming a credit, operating a credit, and another candidate business person may be good at a home-based credit.

In one implementation, the server may also output a service handling interface for the service person, for example, for loan service, the service person may input a service type that is good for itself, that is, a reference service type, at the service handling interface, then after receiving the service type input by the service person, the terminal may send the service type input by the service person to the server, and the server may determine the reference service type of the service person. For example, as in FIG. 2b, which may be a business process interface for business personnel, the business personnel may enter account numbers in the area marked 207 and may also enter their own good deal of business types in the area marked 208. For another example, the service personnel can complete evaluation of each loan type when registering the account number at the terminal, and the server can determine the reference service type of the service personnel according to the evaluation result of the service personnel.

The service personnel characteristics may refer to the service level and the current service user number of the candidate service personnel, and may also include other characteristics related to the service personnel, which is not limited in the present application. The service level may be understood as the service quality of the candidate service personnel, and the higher the service level is, the higher the service quality is. The service level may be excellent, good, medium, poor, or A, B, C, D, or may be in other forms, which is not limited in the present application. The number of current service users, i.e. the number of users being served by the candidate service personnel, is the time corresponding to the service demand initiated by the target user.

In one implementation, the business class of the candidate business person may be derived from a historical evaluation of the candidate business person by the user. Wherein the user may enter an assessment of the business person on a business process interface for the user, the area marked 206 as shown in fig. 2a may be provided for the user to enter an assessment of the business person. Then, after the user inputs the rating for the service person, the rating may be sent to the server, which may continuously update the service level of the service person according to the rating. For example, if the target user is not satisfied with the service of the target service person or if there is a charge disorder or the like in the service process of the target service person, the service level of the target service person may be lowered according to the evaluation result of the target user. Alternatively, the area marked by 206 may be available for the user to select a rating. The evaluation level may be excellent, good, medium, or bad, or A, B, C, D, or may be any other form, and the present application is not limited thereto. Then, after receiving the rating level selected by the user in the area, the terminal may send the rating level to the server, and then the server may update the service level of the service person using the rating level. Alternatively, the area marked by 206 may be for the user to enter an evaluation statement. For example, the target user may input a service attitude to the target business person, whether to charge or not, and the like in the evaluation area. Then, after the terminal receives the evaluation statement input by the target user in the evaluation area, the evaluation statement may be sent to the server, and the server may parse the evaluation statement and obtain a parsing result, so as to update the service level of the target service personnel according to the parsing result. The analysis result may be an evaluation level.

In one implementation, the current service user number may be the user number recorded by the server, for example, the server may update the user number served by each service person after allocating a corresponding service person to each user and after the service person completes the service requirement for the target user. Or the user numbers served by the service personnel can be updated in real time on the service processing interface aiming at the service personnel. The terminal can acquire the number of users served and input by the service personnel on the service processing interface, and send the number of users served to the server.

S104, determining the association degree between the target user and each candidate business person according to the target business type and the reference business type of each candidate business person, and determining the adjustment coefficient of each candidate business person according to the business person characteristics.

In one implementation, the number of reference traffic types for any one candidate traffic person may be one or more. In the following, taking any candidate service person in the candidate service person set as an example, a similarity algorithm may be used to determine the similarity between the target service type and each reference service type in one or more reference service types of the candidate service person, where the similarity algorithm may be a Term Frequency-inverse document Frequency (Term Frequency-Inverse Document Frequency, TF-IDF) algorithm, or a similarity algorithm that calculates cosine similarity by using a Term vector (Word 2 vec) model. Other similarity algorithms are also possible, and are not limiting in this disclosure. After determining the similarity, the degree of association between the target user and the candidate service personnel may be determined according to the similarity between the target service type and each of the one or more reference service types.

In one implementation, when determining the association between the target user and the candidate service personnel according to the target service type and the reference service type of the candidate service personnel, the association may also be determined by using a matching result of matching the target service type and the reference service type of the candidate service personnel. For example, if the matching result is that the target service type can be matched to any one of the reference service types, the association degree between the target user and the candidate service person may be determined to be 1. If the matching result is that the target service type does not match any of the reference service types, the association degree between the target user and the candidate service personnel can be determined to be 0.

In one implementation, after determining the degree of association between the target user and each candidate business person, further filtering of candidate business persons by using information of other dimensions may also be considered to match more suitable business persons for the target user. Optionally, taking any candidate service person in the candidate service person set as an example for explanation, the first adjustment coefficient of the candidate service person may be determined according to the service level and a mapping relationship between a preset service level and the first adjustment coefficient, or the second adjustment coefficient of the candidate service person may be determined according to the current service user number and a preset mapping relationship between the current service user number and the second adjustment coefficient. After the first adjustment coefficient and the second adjustment coefficient are determined, the adjustment coefficient of the candidate business person can be determined according to the first adjustment coefficient and the second adjustment coefficient.

S105, determining target service personnel corresponding to the target user from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and distributing the target user to the target service personnel.

In one implementation, the allocation score for each candidate business person may be determined based on a degree of association between the target user and each candidate business person and an adjustment coefficient for each candidate business person. After determining the distribution score of each candidate service person, the maximum distribution score, that is, the maximum value of the distribution scores of each candidate service person, can be determined from the distribution scores of each candidate service person, and then the candidate service person corresponding to the maximum distribution score can be determined as the target service person corresponding to the target user, and the target user is distributed to the target service person, so that the target service person executes the target service of the target user.

In one implementation, after determining the target business person corresponding to the target user, basic information of the target business person may be displayed on a business processing interface for the user, for example, the basic information may be a name, a contact, and the like. And basic information of the target user can be displayed on a business processing interface aiming at business personnel. So that the subsequent target service personnel and the target user can be mutually contacted, and further the target service personnel can execute the target service of the target user. For example, basic information of the target business person may be displayed in the area marked 205 as in fig. 2a, and basic information of the target user may be displayed in the area marked 209 as in fig. 2 b.

In one implementation, after the target service personnel performs the target service of the target user, the target user may input an evaluation of the target service personnel on the service processing interface, and after the terminal receives the evaluation input by the target user on the service processing interface, the evaluation may be sent to the server, so that the server updates the service level of the target service personnel according to the evaluation. For example, an evaluation of the targeted business person may be entered in the area marked 206 as shown in FIG. 2 a. For example, if the target user is not satisfied with the service of the target business person or if there is a charge disorder or the like in the service process of the target business person, the business level of the target business person may be lowered according to the evaluation of the target user.

In one implementation manner, the specific implementation manner of determining the allocation score of each candidate business person according to the association degree and the adjustment coefficient may be determined according to a preset rule. For example, by describing any candidate business person in the candidate business person set, the association degree between the target user and the candidate business person and the adjustment coefficient of the candidate business person can be according to a preset rule, so as to obtain the distribution score of the candidate business person. For example, the preset rule may be that the association degree and the adjustment coefficient are subjected to product processing, and then the product result is the distribution score of the candidate service personnel. Assuming that the association degree is a and the adjustment coefficient is P, the allocation score may be a×p. For another example, the preset rule may also be that, before the product processing, the correlation degree and the adjustment coefficient are squared respectively, and then the product processing is performed on the squared result of the correlation degree and the squared result of the adjustment coefficient, where the product result is the distribution score of the candidate service personnel. For another example, the preset rule may be that before the product processing, the association degree and the adjustment coefficient are weighted respectively, and then the product processing is performed on the weighted result of the association degree and the weighted result of the adjustment coefficient, so that the product result is the distribution score of the candidate service personnel. The sum of the weighting coefficient of the association degree and the weighting coefficient of the adjustment coefficient may be 1 according to a preset value, and the magnitude of the weighting coefficient of the association degree and the magnitude of the adjustment weighting coefficient may be set according to requirements. It should be noted that the preset rule may be other rules, which are not limited in the present application.

In the embodiment of the application, the server can automatically allocate the proper business personnel for the user according to the business requirements of the user and in combination with a plurality of characteristics of the business personnel, thereby solving the problems of complicated and error-prone manual operation, improving the working efficiency and effectively improving the accuracy of business allocation. For example, if the service allocation method is applied to a loan service scene, the loan service can be intelligently allocated according to a plurality of dimensions such as the loan requirement of the user, the position information of service personnel, the characteristics of the service personnel and the like, and suitable service personnel are matched for the user, so that the processing efficiency and the passing rate of the loan service can be improved. The problems of lack of user sources, high cost for obtaining the user sources, low efficiency for obtaining the user sources and the like of service personnel in a loan service scene can be solved, and meanwhile, the problems of lack of loan channels, difficult loans and the like of loan users can be solved, so that the user is effectively helped to solve the loan problem.

Referring to fig. 3, fig. 3 is a flow chart of another service allocation method according to an embodiment of the present application. The service allocation method described in the present embodiment is applied to a server, and can be executed by the server. As shown in fig. 3, the service allocation method includes the steps of:

S301, obtaining service demand information of a target user aiming at a target service.

S302, obtaining first position information of a target user, and determining a candidate service personnel set corresponding to a target service according to the first position information.

S303, acquiring the reference service information of each candidate service person.

S304, determining the similarity between the target service type and each reference service type in one or more reference service types of the candidate service personnel by utilizing a similarity algorithm aiming at any candidate service personnel in the candidate service personnel set.

In one implementation, the number of reference traffic types for any one candidate traffic person may be one or more. In the following, taking any candidate service person in the candidate service person set as an example, a similarity algorithm may be used to determine a similarity between the target service type and each of one or more reference service types of the candidate service person. After the similarity is determined, the degree of association between the target user and the candidate service personnel can be determined by the similarity.

In one implementation, the similarity algorithm may be a Term Frequency-inverse Frequency (Term Frequency-Inverse Document Frequency, TF-IDF) algorithm, or a similarity algorithm that calculates cosine similarity using a Word vector (Word 2 vec) model. Other similarity algorithms are also possible, and are not limiting in this disclosure. For example, assume that the similarity algorithm calculates cosine similarity for a Word vector (Word 2 vec) model. For any one of the reference service types, word2vec models can be utilized to determine Word vectors of the reference service type and Word vectors of the target service type, and after the Word vectors are determined, the obtained value is the similarity between the target service type and the reference service type according to cosine distances between the Word vectors of the target service type and the Word vectors of the reference service type.

And S305, determining the association degree between the target user and the candidate service personnel according to the similarity between the target service type and each reference service type in the one or more reference service types.

In one implementation, the degree of association between the target user and the candidate service personnel may be determined according to the degree of similarity between the target service type and each of the one or more reference service types and a preset association rule. Wherein, the preset association rule can be preset.

Optionally, the preset association rule may perform a summation process on the similarity between the target service type and each reference service type, and the summation result is the association between the target user and the candidate service personnel. For example, assuming that the number of reference service types is 2, there may be 2 similarities, and the 2 similarities are A1 and A2, respectively, and the degree of association between the target user and the candidate service person is a1+a2.

Optionally, the preset association rule may further perform a weighting process on each similarity before the above-described summation process, and then perform a summation process on a weighting process result of each similarity, where the summation result is an association degree between the target user and the candidate service personnel. The weighting coefficients of the similarities can be preset, the sum of the weighting coefficients of the similarities is 1, and the size of the weighting coefficients can be set according to the requirements, so that the application is not limited. For example, when a candidate service person inputs a plurality of reference service types on the service processing interface, the candidate service person can select the input sequence of the plurality of reference service types on the service processing interface, wherein the input sequence of the reference service types determines the weighting coefficient of each reference service type, that is, the weighting coefficient of each similarity required subsequently. Assuming that the number of reference traffic types is 2, the first reference traffic type may be 0.7 for a weighting coefficient and the second reference traffic type may be 0.3 for a weighting coefficient.

S306, determining a first adjustment coefficient of the candidate business personnel according to the business grade and the mapping relation between the preset business grade and the first adjustment coefficient aiming at any candidate business personnel in the candidate business personnel set.

S307, determining a second adjustment coefficient of the candidate service personnel according to the current service user number and the preset mapping relation between the current service user number and the second adjustment coefficient.

In step S306 and step S307, after determining the association degree between the target user and each candidate service person, further screening of the candidate service person by using information of other dimensions may be considered, so as to match a more suitable service person for the target user. For example, other dimensions of information may refer to the business person features described above, which may include business level and current number of service users. Optionally, taking any candidate service person in the candidate service person set as an example for explanation, the first adjustment coefficient of the candidate service person may be determined according to the service level and a mapping relationship between a preset service level and the first adjustment coefficient, or the second adjustment coefficient of the candidate service person may be determined according to the current service user number and a preset mapping relationship between the current service user number and the second adjustment coefficient. For example, table 1 shows the mapping relationship between the service levels and the first adjustment coefficients, and it can be seen that each service level corresponds to one first adjustment coefficient, and then, according to the mapping relationship shown in table 1, the first adjustment coefficient corresponding to the service level of the candidate service person can be determined. As another example, table 2 shows a mapping relationship between the number of current service users and the second adjustment coefficient. It can be seen that, if each current service user number corresponds to a second adjustment coefficient, then, according to the mapping relationship shown in table 2, the second adjustment coefficient corresponding to the current service user number of the candidate service personnel can be determined.

Table 1:

Service class	First adjustment coefficient
		A	0.9
B	0.7
		C	0.5
D	0.3

Table 2:

Current number of service users	Second adjustment coefficient
		0-2	0.9
2-4	0.7
		4-6	0.5
More than 6	0.3

And S308, determining the adjustment coefficient of the candidate business personnel according to the first adjustment coefficient and the second adjustment coefficient.

In one implementation, after determining the first adjustment coefficient and the second adjustment coefficient, the adjustment coefficient of the candidate business person may be determined according to the first adjustment coefficient and the second adjustment coefficient. For example, the adjustment coefficients of the candidate business people may be determined according to a preset coefficient rule, where the preset coefficient rule may be preset. For example, the preset coefficient rule is to perform product processing on each adjustment coefficient (the first adjustment coefficient and the second adjustment coefficient), and then the product result is the adjustment coefficient of the candidate business person. Assuming that the first adjustment coefficient and the second adjustment coefficient are A1 and A2, respectively, the adjustment coefficient may be a1×a2. For another example, the preset coefficient rule is to sum the adjustment coefficients (the first adjustment coefficient and the second adjustment coefficient), and then the sum result is the adjustment coefficient of the candidate service personnel. Assuming that the first adjustment coefficient and the second adjustment coefficient are A1, A2, respectively, the adjustment coefficient may be a1+a2. The preset coefficient rule may be other rules, which are not limited in the present application.

S309, determining target service personnel corresponding to the target user from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and distributing the target user to the target service personnel.

The specific implementation of steps S301 to S303 and S309 may be referred to the specific description of steps S101 to S103 and S105 in the above embodiment, and will not be repeated here.

Referring to fig. 4, fig. 4 is a schematic structural diagram of a service distribution device according to an embodiment of the present application, where the service distribution device includes:

A first obtaining unit 401, configured to obtain service requirement information of a target user for a target service, where the service requirement information includes a target service type;

A first determining unit 402, configured to obtain first location information of the target user, determine a candidate service personnel set corresponding to the target service according to the first location information, where the candidate service personnel set includes one or more candidate service personnel;

A second obtaining unit 403, configured to obtain reference service information of each candidate service person, where the reference service information includes a reference service type and a service person feature;

a second determining unit 404, configured to determine a degree of association between the target user and each candidate service person according to the target service type and a reference service type of each candidate service person, and determine an adjustment coefficient of each candidate service person according to the service person feature;

And a third determining unit 405, configured to determine, from the candidate service personnel set, a target service personnel corresponding to the target user according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and allocate the target user to the target service personnel.

In one implementation, the first determining unit 402 is specifically configured to:

acquiring second position information of each reference service person in the reference service person set;

Determining a target distance between the target user and each reference service person according to the first position information and the second position information of each reference service person;

and adding the reference business personnel with the target distance smaller than or equal to a preset distance threshold value into a candidate business personnel set corresponding to the target business.

Acquiring second position information and service distance of each reference service person in the reference service person set;

Determining service range areas of all reference service personnel according to the second position information and the service distance;

and adding the reference service personnel corresponding to the first position information in the service range area into a candidate service personnel set corresponding to the target service.

In one implementation, the number of the reference service types is one or more, and the second determining unit 404 is specifically configured to:

For any candidate service personnel in a candidate service personnel set, determining the similarity between the target service type and each reference service type in one or more reference service types of the candidate service personnel by using a similarity algorithm;

And determining the association degree between the target user and the candidate service personnel according to the similarity between the target service type and each reference service type in one or more reference service types.

In one implementation, the service personnel characteristics include a service level and a current service user number, and the second determining unit 404 is specifically configured to:

determining a first adjustment coefficient of a candidate business person according to the business grade and a mapping relation between a preset business grade and the first adjustment coefficient aiming at any candidate business person in a candidate business person set;

determining a second adjustment coefficient of the candidate service personnel according to the current service user number and a mapping relation between the preset current service user number and the second adjustment coefficient;

and determining the adjustment coefficient of the candidate business personnel according to the first adjustment coefficient and the second adjustment coefficient.

In one implementation manner, the third determining unit 405 is specifically configured to:

Determining the distribution score of each candidate business person according to the association degree between the target user and each candidate business person and the adjustment coefficient of each candidate business person;

determining a maximum allocation score from the allocation scores of the candidate service personnel;

and determining the candidate business personnel corresponding to the maximum distribution score as the target business personnel corresponding to the target user.

In one implementation, the service requirement information further includes identity information of the target user, and the first obtaining unit 401 is further configured to:

detecting whether the target user is an abnormal user or not according to the identity information;

if the detection result is that the target user is an abnormal user, filtering target service of the target user;

And if the detection result is that the target user is not an abnormal user, executing the step of acquiring the first position information of the target user and determining a candidate service personnel set corresponding to the target service according to the first position information.

It may be understood that the functions of each functional unit of the service allocation apparatus described in the embodiments of the present application may be specifically implemented according to the method in the method embodiment described in fig. 1 or fig. 3, and the specific implementation process may refer to the relevant description of the method embodiment in fig. 1 or fig. 3, which is not repeated herein.

In the embodiment of the application, a first acquisition unit 401 acquires service requirement information of a target user for a target service, wherein the service requirement information comprises a target service type, a first determination unit 402 acquires first position information of the target user, determines a candidate service personnel set corresponding to the target service according to the first position information, wherein one or more candidate service personnel are included in the candidate service personnel set, a second acquisition unit 403 acquires reference service information of each candidate service personnel, the reference service information comprises a reference service type and service personnel characteristics, a second determination unit 404 determines the association degree between the target user and each candidate service personnel according to the target service type and the reference service type of each candidate service personnel, and determines an adjustment coefficient of each candidate service personnel according to the service personnel characteristics, and a third determination unit 405 determines a target service personnel corresponding to the target user from the candidate service personnel set according to the association degree between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel and distributes the target user to the target service personnel. The efficiency and the accuracy of service distribution can be effectively improved.

Referring to fig. 5, fig. 5 is a schematic structural diagram of a server according to an embodiment of the present application. The server comprises a processor 501, a memory 502 and a network interface 503. Data may be interacted between the processor 501, the memory 502, and the network interface 503.

The Processor 501 may be a central processing unit (Central Processing Unit, CPU), which may also be other general purpose processors, digital signal processors (DIGITAL SIGNAL Processor, DSP), application SPECIFIC INTEGRATED Circuit (ASIC), off-the-shelf Programmable gate array (Field-Programmable GATE ARRAY, FPGA) or other Programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.

The memory 502 may include read only memory and random access memory and provides program instructions and data to the processor 501. A portion of memory 502 may also include random access memory. Wherein the processor 501, when calling the program instructions, is configured to execute:

In one implementation, the processor 501 is specifically configured to:

In one implementation, the number of the reference service types is one or more, and the processor 501 is specifically configured to:

In one implementation, the service personnel characteristics include a service level and a current service user number, and the processor 501 is specifically configured to:

In one implementation, the processor 501 is specifically configured to:

In one implementation, the service requirement information further includes identity information of the target user, and the processor 501 is further configured to:

In a specific implementation, the processor 501 and the memory 502 described in the embodiment of the present application may perform the implementation described in the service allocation method provided in fig. 1 or fig. 3, or may perform the implementation of the service allocation apparatus described in fig. 4, which is not described herein.

In the embodiment of the application, the processor 501 may acquire service requirement information of a target user for a target service, where the service requirement information includes a target service type, acquire first location information of the target user, determine a candidate service personnel set corresponding to the target service according to the first location information, where the candidate service personnel set includes one or more candidate service personnel, acquire reference service information of each candidate service personnel, where the reference service information includes a reference service type and a service personnel feature, determine a degree of association between the target user and each candidate service personnel according to the target service type and the reference service type of each candidate service personnel, and determine an adjustment coefficient of each candidate service personnel according to the service personnel feature, determine a target service personnel corresponding to the target user from the candidate service personnel set according to the degree of association between the target user and each candidate service personnel and the adjustment coefficient of each candidate service personnel, and allocate the target user to the target service personnel. The efficiency and the accuracy of service distribution can be effectively improved.

The embodiment of the application also provides a computer readable storage medium, wherein the computer readable storage medium stores program instructions, and the program can include part or all of the steps of the service allocation method in the corresponding embodiment of fig. 1 or fig. 3 when being executed.

It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of action combinations, but it should be understood by those skilled in the art that the present application is not limited by the order of action described, as some steps may be performed in other order or simultaneously according to the present application. Further, those skilled in the art will also appreciate that the embodiments described in the specification are all preferred embodiments, and that the acts and modules referred to are not necessarily required for the present application.

Those of ordinary skill in the art will appreciate that all or part of the steps in the various methods of the above embodiments may be implemented by a program for instructing related hardware, and the program may be stored in a computer readable storage medium, where the storage medium may include a flash disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a magnetic disk, an optical disk, or the like.

It is emphasized that to further guarantee the privacy and security of the data, the data may also be stored in a blockchain node. The blockchain is a novel application mode of computer technologies such as distributed data storage, point-to-point transmission, consensus mechanism, encryption algorithm and the like. The blockchain (Blockchain), essentially a de-centralized database, is a string of data blocks that are generated in association using cryptographic methods, each of which contains information from a batch of network transactions for verifying the validity (anti-counterfeit) of its information and generating the next block. The blockchain may include a blockchain underlying platform, a platform product services layer, an application services layer, and the like.

The foregoing describes in detail a service allocation method, apparatus, server and storage medium provided in the embodiments of the present application, and specific examples are set forth herein to illustrate the principles and embodiments of the present application, and the above description of the embodiments is only for aiding in understanding the method and core concept of the present application, and meanwhile, to those skilled in the art, according to the concept of the present application, there are variations in the specific embodiments and application ranges, so that the disclosure should not be construed as limiting the present application.

Claims

1. The service distribution method is characterized by comprising the steps of obtaining service demand information of a target user aiming at target service, wherein the service demand information comprises a target service type;

Determining a target service person corresponding to the target user from the candidate service person set according to the association degree between the target user and each candidate service person and the adjustment coefficient of each candidate service person, and distributing the target user to the target service person;

The business personnel characteristics comprise business grades and current service user numbers, and the determining the adjustment coefficients of the candidate business personnel according to the business personnel characteristics comprises the following steps:

Determining the adjustment coefficient of the candidate business personnel according to the first adjustment coefficient and the second adjustment coefficient;

after determining a target service person corresponding to a target user, displaying basic information of the target service person on a service processing interface aiming at the user, displaying basic information of the target user on the service processing interface aiming at the service person, and executing target service of the target user by the target service person;

After the target business personnel execute the target business of the target user, the target user inputs the evaluation of the target business personnel on the business processing interface, and after the terminal receives the evaluation input by the target user on the business processing interface, the evaluation is sent to the server for updating the business grade of the target business personnel according to the evaluation;

the method for determining the association degree between the target user and each candidate service person according to the target service type and the reference service type of each candidate service person comprises the following steps:

Determining the association degree between the target user and the candidate service personnel according to the similarity between the target service type and each reference service type in one or more reference service types;

The determining the target business personnel corresponding to the target user from the candidate business personnel set according to the association degree between the target user and each candidate business personnel and the adjustment coefficient of each candidate business personnel comprises the following steps:

Determining candidate service personnel corresponding to the maximum allocation score as target service personnel corresponding to the target user;

The method comprises the steps of determining the association degree between a target user and each candidate business person according to the target business type and the reference business type of each candidate business person, determining the association degree by utilizing a matching result of matching between the target business type and the reference business type of the candidate business person, determining the association degree between the target user and the candidate business person as 1 when the matching result is the target business type and is matched with any one of the reference business types, and determining the association degree between the target user and the candidate business person as 0 when the matching result is the target business type and is not matched with any one of the reference business types.

2. The method of claim 1, wherein the determining the candidate service personnel set corresponding to the target service according to the first location information comprises:

3. The method of claim 1, wherein the determining the candidate service personnel set corresponding to the target service according to the first location information comprises:

4. A method according to any of claims 1-3, wherein the service requirement information further comprises identity information of the target user, the method further comprising:

5. A service distribution device, comprising:

a third determining unit, configured to determine, from the candidate service personnel set, a target service personnel corresponding to the target user according to a degree of association between the target user and each candidate service personnel and an adjustment coefficient of each candidate service personnel, and allocate the target user to the target service personnel;

6. A server comprising a processor, a memory, wherein the memory is for storing a computer program, the computer program comprising program instructions, the processor being configured to invoke the program instructions to perform the method of any of claims 1-4.

7. A computer readable storage medium, characterized in that the computer readable storage medium stores a computer program comprising program instructions which, when executed by a processor, cause the processor to perform the method of any of claims 1-4.