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WO2019024497A1 - 客户回访事件的生成方法、装置、终端设备及介质 - Google Patents

客户回访事件的生成方法、装置、终端设备及介质 Download PDF

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Publication number
WO2019024497A1
WO2019024497A1 PCT/CN2018/077686 CN2018077686W WO2019024497A1 WO 2019024497 A1 WO2019024497 A1 WO 2019024497A1 CN 2018077686 W CN2018077686 W CN 2018077686W WO 2019024497 A1 WO2019024497 A1 WO 2019024497A1
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WIPO (PCT)
Prior art keywords
user
operation sequence
sequence
return
control
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Application number
PCT/CN2018/077686
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English (en)
French (fr)
Inventor
丁明珠
郑志华
Original Assignee
平安科技（深圳）有限公司
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Publication of WO2019024497A1 publication Critical patent/WO2019024497A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/951—Indexing; Web crawling techniques
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/06—Asset management; Financial planning or analysis

Definitions

  • the present application belongs to the field of communications technologies, and in particular, to a method, an apparatus, a terminal device, and a medium for generating a customer return event.
  • the embodiment of the present application provides a method, a device, a terminal device, and a medium for generating a customer return event to solve the problem that the customer churn rate is high due to the inability to retain potential online shopping customers in time.
  • a first aspect of the embodiment of the present application provides a method for generating a customer return event, including:
  • a second aspect of the embodiments of the present application provides a device for generating a customer return event, the device for generating a return event of a client, including a unit for executing a method for generating a customer return event described in the first aspect.
  • a third aspect of the embodiments of the present application provides a device for generating a customer return event, including a memory and a processor, wherein the memory stores computer readable instructions executable on the processor, and the processor executes The computer readable instructions implement the steps of the method of generating a customer return event as described in the first aspect.
  • a fourth aspect of the embodiments of the present application provides a computer readable storage medium storing computer readable instructions, the computer readable instructions being executed by a processor to implement the first aspect as described in the first aspect The steps of the method of generating a customer return event.
  • the embedded control code preset in the page can be used to know the various controls triggered by the user in the page; since the trigger sequence of each control can reflect the operation progress of the user in the process of purchasing the financial wealth management product, By comparing the user operation sequence with the standard operation sequence, it can be known whether the user's purchase operation flow has been completed normally; if the individual controls in the standard operation sequence do not appear in the user operation sequence in sequence, it means that the user's purchase operation flow has appeared. Interrupted, therefore, by generating a customer return visit event, the user can be returned to ensure that the subsequent online shopping process can be tracked and retained in the subsequent return visit process, reducing the customer churn rate.
  • FIG. 1 is a flowchart of an implementation of a method for generating a customer return event provided by an embodiment of the present application
  • FIG. 2 is a specific implementation flowchart of a method S103 for generating a customer return event provided by an embodiment of the present application
  • FIG. 3 is a flowchart of an implementation of a method for generating a customer return event according to another embodiment of the present application
  • S109 customer return event
  • FIG. 5 is a flowchart of implementing a method for generating a customer return event according to another embodiment of the present application
  • FIG. 6 is a structural block diagram of a device for generating a customer return event provided by an embodiment of the present application
  • FIG. 7 is a schematic diagram of a terminal device according to an embodiment of the present application.
  • FIG. 1 is a flowchart showing an implementation process of a method for generating a customer return event provided by an embodiment of the present application, where the method includes steps S101 to S106.
  • the specific implementation principle of each step is as follows.
  • S101 Acquire various controls triggered by the user in the page based on a buried point code preset in the page.
  • the data is automatically sent to the background server through the pre-written buried point code, thereby realizing the collection of the control operation record.
  • the operation record of the control collected by the background server is also different.
  • the respective controls triggered by the user in the page can be determined.
  • S102 Generate a user operation sequence according to a triggering sequence of each of the controls.
  • the user's control operation record is collected within a preset time period, and the acquisition time of each control operation record is acquired when the control operation record is collected.
  • the sequence of the collection time is output as the trigger sequence of the control corresponding to each control operation record, and the multiple controls triggered by the same user are sorted according to the sequence of the trigger sequence. Generates a sequence of user actions that contain the individual controls arranged in sequence.
  • the sequence of the controls that the user operates in sequence during the entire process of page access can be known, thereby embodying a specific operation flow of the user.
  • the specific operation flow of the user may be determined as “member registration-input user name- Enter Password - Enter Verification Code - OK.
  • the standard operation sequence contains the various controls that the user should trigger in sequence during the webpage operation.
  • the standard operation sequence is used to provide a reference for the normal webpage operation process. Because the purchasing operation process of different financial management products is different, the various controls that need to be triggered in sequence are also different.
  • a plurality of standard operation sequences are preset, so that each purchase operation flow corresponds to a standard operation sequence.
  • each standard operation sequence that matches the user operation sequence from a preset plurality of standard operation sequences, the determining manner being, for example, determining that the user operation sequence is ranked first a control; the standard sequence of operations that first sorts the control is determined to be a sequence of standard operations that match the sequence of user operations.
  • the first sorted control in the standard operation sequence is generally used to trigger a new webpage operation flow.
  • the triggering of the member registration control is a primary operation step in the member registration process, and thus the first sorted control in the standard operation sequence corresponding to the member registration process is the member registration control.
  • S104 Compare the user operation sequence with a standard operation sequence to detect whether each control in the standard operation sequence appears in sequence in the user operation sequence.
  • the standard operation sequence is ⁇ Control 1, Control 2, Control 3, Control 4, Control 5 ⁇
  • the user operation sequence is ⁇ Control 6, Control 7, Control 1, Control 2, Control 3, Control 4, Control 5 ⁇
  • each control in the standard sequence of operations appears in sequence in the user action sequence.
  • the user operation sequence is ⁇ Control 1, Control 6, Control 7, Control 2, Control 3 ⁇
  • the control 4 and the control 5 in the standard operation sequence do not appear in the user operation sequence, the standard operation sequence can be determined. The individual controls do not appear in sequence for the user action sequence.
  • the collected control operation record also carries the login account.
  • the generated customer return event is associated with the login account of the user.
  • the customer return visit event can be represented as a pending task, and the customer return event is triggered when receiving the pending task execution instruction issued by the agent of the financial wealth management product provider.
  • a return visit to the user is interrupted.
  • the return visit methods include but are not limited to telephone return visits, SMS return visits, email return visits, web survey questionnaire visits, and WeChat return visits.
  • the user may request to obtain the user's operation interruption reason, obtain the user's financial management product purchase intention, and guide the user to perform the purchase operation online.
  • the embedded control code preset in the page can be used to know the various controls triggered by the user in the page; since the trigger sequence of each control can reflect the operation progress of the user in the process of purchasing the financial wealth management product, By comparing the user operation sequence with the standard operation sequence, it can be known whether the user's purchase operation flow has been completed normally; if the individual controls in the standard operation sequence do not appear in the user operation sequence in sequence, it means that the user's purchase operation flow has appeared. Interrupted, therefore, by generating a customer return visit event, the user can be returned to ensure that the subsequent online shopping process can be tracked and retained in the subsequent return visit process, reducing the customer churn rate.
  • the foregoing S103 specifically includes:
  • the first control is sorted as the initial control. Since there are multiple pre-stored standard operation sequences, there is one initial control in each standard operation sequence, so multiple initial controls can be acquired.
  • step S104 Determine whether each initial control exists in the user operation sequence. If an initial control exists in the user operation sequence, it indicates that the user triggers a new webpage operation flow when performing the control operation on the webpage, and the new webpage operation flow is triggered under the normal completion state, and the user sequentially triggers Each control should be the same as the controls in the standard sequence of operations to which the initial control belongs. Therefore, in order to compare the current user operation sequence with the standard operation sequence, the standard operation sequence to which the initial control belongs is determined as a standard operation sequence that matches the user operation sequence, and thereafter, step S104 is performed.
  • the embodiment of the present application is applicable to a case where a user triggers a plurality of webpage operation processes within a preset duration. For example, in the process of purchasing the wealth management product A, the user finds that the wealth management product A is not actually needed by the user, and thus interrupts the operation and restarts the purchase operation process of the wealth management product B. If the standard operation sequence is matched according to the first control in the user operation sequence, only the standard operation sequence A corresponding to the purchase operation flow of the wealth management product A is matched. Through the standard operation sequence matching manner provided by the embodiment of the present application, the standard operation sequence A corresponding to the purchase operation flow of the wealth management product A and the standard operation sequence B corresponding to the purchase operation flow of the wealth management product B are matched.
  • the return visit process of the customer return visit event is further defined. As shown in FIG. 3, after the above S105, the method further includes:
  • S106 When the customer return event is triggered, obtain a return channel corresponding to the breakpoint control according to the breakpoint control of the user operation sequence, where the breakpoint control represents the first non-standard in the standard operation sequence. Controls that appear in sequence in the user action sequence.
  • the user in addition to triggering a customer return visit event when receiving a task execution instruction issued by an agent employee, the user may also perform adjustment according to a preset trigger condition. For example, when a customer return visit event is generated, the customer return event is directly triggered.
  • the customer return event is triggered, in each standard operation sequence that matches the user operation sequence, it is detected whether the respective controls sequentially arranged appear in the user operation sequence in the same arrangement order.
  • the control is output as a breakpoint control of the user operation sequence. It can be seen that the breakpoint control represents a control that the user does not trigger when an operation interruption occurs in the purchase operation flow.
  • the breakpoint control is a control. 4.
  • the return visit channel is the way to send back visit information, including but not limited to WeChat, SMS, Weibo, webpage, email or phone.
  • S107 Acquire return visit information based on the return visit channel.
  • Each return visit channel has corresponding return visit information, that is, each return visit channel is pre-set with a fixed text, picture and/or fixed style template information. According to the return visit channel of the customer return event obtained in S601, the return visit information of the return visit channel is obtained.
  • the return visit information is “Hello customer. During the process of purchasing financial wealth management product A, there was an interruption in the input of the verification code. The purchase has not been successful. Is it necessary to help online? If the return channel is WeChat, the return visit information is the tutorial picture of the verification code input link.
  • S108 Acquire a user channel account corresponding to the login account and the return channel in the preset information database.
  • the user When registering their login account, the user has entered the contact information corresponding to each return channel.
  • the contact information corresponding to the user in each return channel is the user channel account.
  • the correspondence between the user's login account and each user channel account is stored in a preset information base.
  • the designated return visit channel is the return visit channel determined in S602.
  • the user channel account corresponding to the login account and the return channel of the user A is the WeChat account of the user A.
  • S109 Send the return visit information to the user channel account.
  • the generated return visit information is sent to the user channel account through the determined return visit channel, so that the user receives the return visit from the financial management product provider, and the user feedbacks the operation opinion according to the return visit information.
  • different return channels are selected to send the return visit information, so that different types of interrupt operation problems in the purchase operation flow can be solved in a most suitable manner. This increases the probability of successful return visits and also reduces customer churn.
  • FIG. 4 shows a specific implementation process of a method for generating a customer return event (S109) provided by an embodiment of the present application, which is described in detail as follows:
  • the feature data corresponding to the login account is obtained according to the login account of the user.
  • the user's characteristic data includes, but is not limited to, the user's gender, age, income, work, interests, computer skills, financial management product purchase records, and financial management product consumption types.
  • S1092 Determine, by the pre-loaded gift rule model, the gift giving information that matches the feature data.
  • the user's feature data is input into the pre-built gift rule model, and after analyzing and processing the user's feature data, the gift giving information matching the feature data is output.
  • Gift giving information is used to show users the gifts they can receive when purchasing financial products.
  • the gift giving information is a fashion style golf club.
  • S1093 Send the return visit information carrying the gift giving information to the user channel account.
  • the gift giving information is added to the generated template return visit information to inform the user how to purchase the financial wealth management product and the gift that can be attached when purchasing the financial wealth management product by returning the information.
  • the gift rule model is constructed in advance, and the gift giving information is matched according to the user's feature data, thereby realizing the intelligent pushing of the gift giving information, ensuring that the gift obtained by the user can meet the individual's needs, so that the gift is provided.
  • Gifts are more useful, which increases the probability of users buying financial products.
  • Based on the gift giving information carried by the return visit information the possibility of receiving the return visit by the user is improved, and thus the success rate of the return visit is also improved.
  • the method further includes:
  • a plurality of customer return events can be generated based on a plurality of user operation sequences within a preset duration. Different return visit information can be generated when different customer return visit events are triggered. Moreover, based on a plurality of breakpoint controls of a user operation sequence, it is also possible to generate a plurality of pieces of return visit information corresponding to the plurality of return visit channels. Therefore, each time the return visit information is sent to the user channel account, it is determined whether there is a return visit information with the same return channel and the same login account within the preset time period. If the number of return visits with the same login time and the same return visit channel is greater than one, it means that for the same user, it may receive multiple return visit information under one return visit channel. Therefore, in order to avoid short time The user brings too much harassment, and deletes the return visit information of the same login account and the return visit channel, so that only one of the return visit information is retained, and for the return visit information, the above S109 is executed.
  • each user since the user may repeatedly perform page refresh and trigger the same control due to network instability during the operation of the webpage, each user is generated if multiple user operation sequences are generated within the preset duration.
  • the breakpoint controls for the sequence of operations are the same.
  • FIG. 6 is a structural block diagram of a device for generating a customer return event provided by the embodiment of the present application. For the convenience of description, only the embodiment of the present application is shown. Related parts.
  • the device includes: a first obtaining unit 601, configured to acquire, according to a buried point code preset in the page, each control triggered by the user in the page; and an operation sequence generating unit 602, configured to The triggering sequence of the control generates a user operation sequence;
  • the second obtaining unit 603 is configured to acquire a standard operation sequence that matches the user operation sequence;
  • the operation sequence comparison unit 604 is configured to use the user operation sequence and the standard operation The sequence is compared to detect whether each control in the standard operation sequence appears in sequence in the user operation sequence;
  • the return event generation unit 605 is configured to: if the respective controls in the standard operation sequence do not appear in the user sequentially
  • the operation sequence obtains the login account of the user, and generates a customer return event based on the login account to perform a return visit to the user based on the customer return event.
  • the second obtaining unit 603 includes: a first acquiring subunit, configured to respectively acquire each of the first initial controls in each of the preset standard operation sequences; and determine a subunit, if The initial control exists in the user operation sequence, and the standard operation sequence to which the initial control belongs is determined to match the user operation sequence.
  • the device further includes: a third obtaining unit, configured to acquire, according to the breakpoint control of the user operation sequence, a return visit channel corresponding to the breakpoint control, when the customer return visit event is triggered,
  • the breakpoint control represents the first control in the standard operation sequence that does not appear in the sequence of the user operation;
  • the fourth acquisition unit is configured to obtain the return visit information based on the return channel;
  • the fifth acquisition unit uses And in the preset information database, the user channel account corresponding to the login account and the return channel is obtained; and the sending unit is configured to send the return visit information to the user channel account.
  • the sending unit includes: a second obtaining subunit, configured to acquire feature data of the user; and a determining subunit, configured to determine, by using a pre-loaded gift rule model, a gift gift matching the feature data And a sending subunit, configured to send the return visit information carrying the gift giving information to the user channel account.
  • the device further includes: a deleting unit, configured to delete the M-1 returning information in the M1 returning information if the login account and the returning channel have the same M returning information within a preset duration.
  • a deleting unit configured to delete the M-1 returning information in the M1 returning information if the login account and the returning channel have the same M returning information within a preset duration.
  • M is an integer greater than one.
  • FIG. 7 is a schematic diagram of a terminal device according to an embodiment of the present application.
  • the terminal device 7 of this embodiment includes a processor 70, a memory 71, and computer readable instructions 72 stored in the memory 71 and operable on the processor 70, such as a customer return event. Build program.
  • the processor 70 executes the computer readable instructions 72 to implement the steps in the foregoing method for generating a respective customer return event, such as steps 101 to 105 shown in FIG. 1.
  • the processor 70 when executing the computer readable instructions 72, implements the functions of the various modules/units in the various apparatus embodiments described above, such as the functions of the units 61-65 shown in FIG.
  • the computer readable instructions 72 may be partitioned into one or more modules/units that are stored in the memory 71 and executed by the processor 70, To complete this application.
  • the one or more modules/units may be a series of computer readable instruction segments capable of performing a particular function for describing the execution of the computer readable instructions 72 in the terminal device 7.
  • the terminal device 7 may be a computing device such as a desktop computer, a notebook, a palmtop computer, and a cloud server.
  • the terminal device may include, but is not limited to, a processor 70 and a memory 71. It will be understood by those skilled in the art that FIG. 7 is only an example of the terminal device 7, and does not constitute a limitation of the terminal device 7, and may include more or less components than those illustrated, or combine some components or different components.
  • the terminal device may further include an input/output device, a network access device, a bus, and the like.
  • the so-called processor 70 can be a central processing unit (Central Processing Unit, CPU), can also be other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the memory 71 may be an internal storage unit of the terminal device 7, such as a hard disk or a memory of the terminal device 7.
  • the memory 71 may also be an external storage device of the terminal device 7, for example, a plug-in hard disk provided on the terminal device 7, a smart memory card (SMC), and a secure digital (SD). Card, flash card (Flash Card) and so on.
  • the memory 71 may also include both an internal storage unit of the terminal device 7 and an external storage device.
  • the memory 71 is configured to store the computer readable instructions and other programs and data required by the terminal device.
  • the memory 71 can also be used to temporarily store data that has been output or is about to be output.
  • each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of a software functional unit.
  • the integrated unit if implemented in the form of a software functional unit and sold or used as a standalone product, may be stored in a computer readable storage medium.
  • a computer readable storage medium A number of instructions are included to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present application.
  • the foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, and the like, which can store program codes. .

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Abstract

一种客户回访事件的生成方法、装置、终端设备及介质，适用于通信技术领域，该方法包括：基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件（S101）；依照各个控件的触发顺序，生成用户操作序列（S102）；获取与所述用户操作序列匹配的标准操作序列（S103）；将用户操作序列与标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于用户操作序列（S104）；若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访（S105）。本方案通过生成客户回访事件，实现了对用户的回访，保证了后续在回访过程中能够及时跟踪及挽留潜在客户，降低了客户的流失率。

Description

客户回访事件的生成方法、装置、终端设备及介质
本申请要求于2017年07月31日提交中国专利局、申请号为201710637130.X 、发明名称为“客户回访事件的生成方法及终端设备”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请属于通信技术领域，尤其涉及一种客户回访事件的生成方法、装置、终端设备及介质。
 背景技术
随着互联网技术的快速发展，金融市场也得以在互联网中逐步扩大，因此，用户也逐渐开始热衷于在互联网中购买各类金融理财产品。一般来说，金融理财产品的购买操作流程都较为复杂、繁琐，例如可能涉及用户注册、身份认证、用户登录、银行卡绑定、点击购买等多个环节。因此，用户在网页上购买金融理财产品的过程中，若出现了网络不稳定或者用户自身不熟悉操作步骤等客观问题而导致用户无法完成整个购买操作流程时，则往往会出现用户中途放弃购买产品的现象。对于金融理财产品的提供商来说，虽然其会定期对收集得到的名单上的各个客户进行回访，进而了解到客户最近是否具有金融理财产品的购买意向以及近期是否出现网购失败的问题，但此类回访方式具有不可预测性，难以快速以及准确定位出曾经放弃购买产品的客户，因而无法及时挽留潜在的网购客户，从而造成了大量的客户流失。
 技术问题
有鉴于此，本申请实施例提供了一种客户回访事件的生成方法、装置、终端设备及介质，以解决现有技术中因无法及时挽留潜在的网购客户而导致客户流失率较高的问题。
 技术解决方案
本申请实施例的第一方面提供了一种客户回访事件的生成方法，包括：
基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；
依照各个所述控件的触发顺序，生成用户操作序列；
获取与所述用户操作序列匹配的标准操作序列；
将所述用户操作序列与标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；
若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
本申请实施例的第二方面提供了一种客户回访事件的生成装置，该客户回访事件的生成装置包括用于执行上述第一方面所述的客户回访事件的生成方法的单元。
本申请实施例的第三方面提供了一种客户回访事件的生成设备，包括存储器以及处理器，所述存储器中存储有可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如第一方面所述的客户回访事件的生成方法的步骤。
本申请实施例的第四方面提供了一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，所述计算机可读指令被处理器执行时实现如第一方面所述的客户回访事件的生成方法的步骤。
 有益效果
本申请实施例中，通过预设于页面中的埋点代码，可以获知用户在页面中所触发的各个控件；由于各个控件的触发顺序能够体现用户在购买金融理财产品过程中的操作进度，因而通过将用户操作序列与标准操作序列进行对比，可以得知用户的购买操作流程是否已正常完成；若标准操作序列中的各个控件并非依次出现于用户操作序列，则表示用户的购买操作流程出现了中断，因此，通过生成客户回访事件，可对该用户进行回访，保证了后续在回访过程中能够及时跟踪及挽留潜在的网购客户，降低客户的流失率。
 附图说明
图1是本申请实施例提供的客户回访事件的生成方法的实现流程图；
图2是本申请实施例提供的客户回访事件的生成方法S103的具体实现流程图；
图3是本申请另一实施例提供的客户回访事件的生成方法的实现流程图；
图4是本申请另一实施例提供的客户回访事件的生成方法S109的具体实现流程图；
图5是本申请又一实施例提供的客户回访事件的生成方法的实现流程图；
图6是本申请实施例提供的客户回访事件的生成装置的结构框图；
图7是本申请实施例提供的终端设备的示意图。
 本发明的实施方式
为了说明本申请所述的技术方案，下面通过具体实施例来进行说明。
图1示出了本申请实施例提供的客户回访事件的生成方法的实现流程，该方法流程包括步骤S101至S106。各步骤的具体实现原理如下。
S101：基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件。
在金融理财产品的整个购买操作流程中，通常都需要执行多个网页页面之间的跳转。在涉及购买操作关键环节的页面，根据用户所触发的各个控件，能够确定出用户的购买操作进度，因此，在发布网页页面之前，对需要采集控件操作记录的网页页面进行埋点处理。
当用户在已预先埋点的页面位置中执行控件选取操作时，将自动通过预先写好的埋点代码来发送数据到后台服务器，从而实现控件操作记录的采集。
根据埋点代码在每一网页页面中的位置不同以及控件id号的不同，后台服务器所采集得到的控件操作记录也不同。通过获取同一用户对应的各条控件操作记录，并对各条控件操作记录进行分析处理，可确定出用户在页面中所触发的各个控件。
S102：依照各个所述控件的触发顺序，生成用户操作序列。
本申请实施例中，在预设时长内采集用户的控件操作记录，并在采集控件操作记录时，获取每一控件操作记录的采集时间。将采集时间的先后顺序输出为每一控件操作记录所对应的控件的触发顺序，并依照该触发顺序的先后关系，对同一用户所触发的多个控件进行排序。生成包含依序排列的各个控件的用户操作序列。
根据用户操作序列中各个控件的排列顺序，可获知用户在页面访问的整个过程中，其所依次操作的各控件的先后顺序，由此体现了用户的一个具体操作流程。
例如，若用户操作序列中的各个控件依次为会员注册控件、用户名输入框、密码输入框、验证码输入框以及确定控件，则用户的具体操作流程可确定为“会员注册-输入用户名-输入密码-输入验证码-确定”。
S103：获取与所述用户操作序列匹配的标准操作序列。
标准操作序列包含网页操作过程中用户所应当依次触发的各个控件，标准操作序列用于提供正常网页操作流程的参考。由于不同金融理财产品的购买操作流程不同，因而其所需依次触发的各个控件也不同。
本申请实施例中，预设有多个标准操作序列，以使每一购买操作流程对应一标准操作序列。
根据当前时刻所生成的用户操作序列，从预设的多个标准操作序列中，确定出与该用户操作序列匹配的各个标准操作序列，该确定方式例如可以是：确定出用户操作序列中排列最前的一个控件；将第一排序为该控件的标准操作序列确定为与该用户操作序列匹配的标准操作序列。
本申请实施例中，标准操作序列中第一排序的控件通常用于触发一个新的网页操作流程。例如，在上述示例中，对会员注册控件的触发是会员注册流程中的一个首要操作步骤，因而会员注册流程所对应的标准操作序列中，第一排序的控件为会员注册控件。
S104：将所述用户操作序列与标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列。
将用户操作序列与标准操作序列进行对比，即判断标准操作序列中的各个控件是否存在于用户操作序列中，且各个控件在用户操作序列中所先后出现的顺序与其在标准操作序列中所先后出现的顺序是否相同。
例如，若标准操作序列为{控件1，控件2，控件3，控件4，控件5}，用户操作序列为{控件6，控件7，控件1，控件2，控件3，控件4，控件5}，则可确定标准操作序列中的各个控件均依次出现于用户操作序列中。若用户操作序列为{控件1，控件6，控件7，控件2，控件3}，则由于标准操作序列中的控件4和控件5未出现于该用户操作序列中，故可确定标准操作序列中的各个控件并未依次出现于用户操作序列。
S105：若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
若标准操作序列中的各个控件并未依次出现于用户操作序列，则确定用户在访问网页页面时，在购买流程中出现了操作中断的情况，因此，生成与该用户相关的客户回访事件。由于在购买金融理财产品的过程中，用户已在网页中登录了其个人的账号，故采集得到的控件操作记录也携带其登录账号。
本申请实施例中，生成的客户回访事件与用户的登录账号关联。客户回访事件可以表现为一项待处理任务，在接收到金融理财产品提供商的坐席员工发出的待处理任务执行指令时，触发该客户回访事件。
当客户回访事件被触发时，执行对操作中断用户的回访。回访方式包括但不限于电话回访、短信回访、电邮回访、网页调查问卷回访以及微信回访等。在回访过程中，可请求获取用户的操作中断原因、获取用户的金融理财产品购买意向以及在线指导用户执行购买操作等。
本申请实施例中，通过预设于页面中的埋点代码，可以获知用户在页面中所触发的各个控件；由于各个控件的触发顺序能够体现用户在购买金融理财产品过程中的操作进度，因而通过将用户操作序列与标准操作序列进行对比，可以得知用户的购买操作流程是否已正常完成；若标准操作序列中的各个控件并非依次出现于用户操作序列，则表示用户的购买操作流程出现了中断，因此，通过生成客户回访事件，可对该用户进行回访，保证了后续在回访过程中能够及时跟踪及挽留潜在的网购客户，降低客户的流失率。
作为本申请的一个实施例，如图2所示，上述S103具体包括：
S301：在预设的每一标准操作序列中，分别获取排序最前的各个初始控件。
在标准操作序列中，将排序第一的控件作为初始控件。由于预存储的标准操作序列有多个，每一标准操作序列中存在有一个初始控件，因而可获取多个初始控件。
S302：若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
分别判断每一初始控件是否存在于用户操作序列中。若某一初始控件存在于用户操作序列中，则表示用户在网页中执行控件操作时，触发了一个新的网页操作流程，且该新的网页操作流程在正常完成的状态之下，用户依次触发的各个控件应当与该初始控件所属的标准操作序列中的各控件相同。因此，为了将当前的用户操作序列与该标准操作序列进行对比，将该初始控件所属的标准操作序列确定为与该用户操作序列匹配的标准操作序列，此后，执行步骤S104。
本申请实施例适用于用户在预设时长内触发了多个网页操作流程的情况之下。例如，用户在执行理财产品A的购买操作流程中，发现理财产品A并不是自己实际所需的，因而中断该操作，重新开始执行理财产品B的购买操作流程。若根据用户操作序列中的第一个控件来匹配标准操作序列，则仅会匹配得到理财产品A的购买操作流程所对应的标准操作序列A。通过本申请实施例所提供的标准操作序列匹配方式，将匹配得到理财产品A的购买操作流程所对应的标准操作序列A以及匹配得到理财产品B的购买操作流程所对应的标准操作序列B。基于多个标准操作序列，可以准确判断用户分别在各个购买操作流程中所出现的中断操作现象，避免了针对某一购买操作流程出现了客户回访事件遗漏的问题，保证了客户回访事件的准确生成。
作为本申请的一个实施例，在上述各个实施例的基础上，对客户回访事件的回访过程执行进一步地限定。如图3所示，在上述S105之后，还包括：
S106：当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件。
本申请实施例中，除了在接收到坐席员工发出的待处理任务执行指令时才触发客户回访事件之外，还可以根据预设的触发条件来自定义进行调整。例如，在生成客户回访事件的时刻，直接触发该客户回访事件。
当客户回访事件被触发时，在与用户操作序列匹配的每一标准操作序列中，检测其依序排列的各个控件是否以同样的排列顺序出现于用户操作序列中。确定出标准操作序列中第一个未依序出现于用户操作序列中的控件时，将该控件输出为用户操作序列的断点控件。可知，断点控件表示出用户在购买操作流程中出现操作中断时其所未触发的一个控件。
例如，若标准操作序列中依序排列有4个控件，分别为控件1、2、3以及4，且仅有控件1、2、3均依序出现于用户操作序列，则断点控件为控件4。
根据断点控件的不同，获取客户回访事件的不同回访渠道。回访渠道为回访信息的发送方式，包括但不限于微信、短信、微博、网页、电邮或电话等。
S107：获取基于所述回访渠道的回访信息。
每一回访渠道具有对应的回访信息，即每一回访渠道预设有一个固定文字、图片和/或固定样式的模板信息。根据S601中所获取得到的客户回访事件的回访渠道，获取该回访渠道的回访信息。
例如，若回访渠道为短信，则回访信息为“尊敬的客户您好，您在购买金融理财产品A的过程中，在验证码输入的环节出现了中断操作，尚未购买成功，请问是否需要在线帮忙”；若回访渠道为微信，则回访信息为验证码输入环节的教程图片。
S108：在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号。
用户在注册其登录账号时，已输入自己在各个回访渠道对应的联系方式，用户在每一回访渠道所对应的联系方式为用户渠道账号。用户的登录账号及其各个用户渠道账号的对应关系存储于预设的信息库中。
在信息库中，查找出与登录账号对应的多个用户渠道账号，并从中筛选出指定的一个回访渠道的用户渠道账号。该指定的回访渠道为S602中所确定出的回访渠道。
例如，若确定出的回访渠道为微信，则与用户A的登录账号以及回访渠道对应的用户渠道账号为用户A的微信账号。
S109：将所述回访信息发送至所述用户渠道账号。
通过上述确定出的回访渠道，将生成的回访信息发送至该用户渠道账号，以使用户接收到来自于金融理财产品提供商的回访，并使用户根据该回访信息，反馈自己的操作意见。
本申请实施例中，基于用户操作序列中的不同断点控件，选取不同的回访渠道来发送回访信息，使得购买操作流程中不同类型的中断操作问题能够以其最适合的一种方式来解答，因而提高了回访成功的概率，同时也降低了客户流失率。
作为本申请的一个实施例，图4示出了本申请实施例提供的客户回访事件的生成方法S109的具体实现流程，详述如下：
S1091：获取所述用户的特征数据。
本申请实施例中，根据用户的登录账号，获取与该登录账号对应的特征数据。用户的特征数据包括但不限于用户的性别、年龄、收入、工作、兴趣、计算机技能、金融理财产品购买记录以及金融理财产品消费类型等。
S1092：通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息。
将用户的特征数据输入预先构建的礼品规则模型中，以对用户的特征数据进行分析处理后，输出与特征数据匹配的礼品赠送信息。礼品赠送信息用于为用户展示其在购买金融理财产品时可被获赠的礼品。
例如，若特征数据中，用户的兴趣为高尔夫球，年龄为25岁，则输出的礼品赠送信息为时尚款式的高尔夫球棍。
S1093：将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
将礼品赠送信息添加到已生成的模板回访信息中，以通过回访信息，告知用户如何购买金融理财产品以及其购买金融理财产品时可附送的礼品。
本申请实施例中，通过预先构建礼品规则模型，并根据用户的特征数据来匹配礼品赠送信息，实现了礼品赠送信息的智能化推送，保证了用户得到的礼品能够符合个人的需求，使得赠送的礼品更加具备使用价值，由此提高了用户购买金融理财产品的概率。基于回访信息所携带的礼品赠送信息，提高了用户接收回访的可能性，因而也提高了回访成功率。
作为本申请的一个实施例，如图5所示，在上述S109之前，还包括：
S110：在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息；其中，所述M为大于1的整数。
在预设时长内，基于多个用户操作序列，能够生成多个客户回访事件。不同客户回访事件被触发时，能够生成不同的回访信息。并且，基于一个用户操作序列的多个断点控件，也能够生成分别对应多个回访渠道的多条回访信息。因此，在每次将回访信息发送至用户渠道账号之前，判断预设时长内，是否已存在回访渠道相同以及登录账号相同的回访信息。若预设时长内登录账号以及回访渠道相同的回访信息的数量大于一，则表示对于同一用户来说，其在一个回访渠道下将可能接收到多条回访信息，因此，为了避免短时间内为用户带来过多骚扰，将这些登录账号以及回访渠道相同的回访信息进行删除处理，使得仅保留其中的一条回访信息，对于该条回访信息，执行上述S109。
本申请实施例中，由于用户在网页操作的过程中，可能会因网络不稳定而重复执行页面刷新以及触发同一控件的情况，因而若预设时长内生成多个用户操作序列，则每一用户操作序列的断点控件均相同。通过删除登录账号以及回访渠道均相同的回访信息，能够避免同样的回访信息重复发送给同一客户，避免了回访信息的无效传输，降低了大量回访信息对客户造成骚扰的情况。
应理解，上述实施例中各步骤的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本申请实施例的实施过程构成任何
对应于上文实施例所述的客户回访事件的生成方法，图6示出了本申请实施例提供的客户回访事件的生成装置的结构框图，为了便于说明，仅示出了与本申请实施例相关的部分。
参照图6，该装置包括：第一获取单元601，用于基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；操作序列生成单元602，用于依照各个所述控件的触发顺序，生成用户操作序列；第二获取单元603，用于获取与所述用户操作序列匹配的标准操作序列；操作序列对比单元604，用于将所述用户操作序列与标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；回访事件生成单元605，用于若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成基于所述登录账号的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
可选地，所述第二获取单元603包括：第一获取子单元，用于在预设的每一标准操作序列中，分别获取排序最前的各个初始控件；确定子单元，用于若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
可选地，该装置还包括：第三获取单元，用于当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件；第四获取单元，用于获取基于所述回访渠道的回访信息；第五获取单元，用于在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号；发送单元，用于将所述回访信息发送至所述用户渠道账号。
可选地，所述发送单元包括：第二获取子单元，用于获取所述用户的特征数据；确定子单元，用于通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息；发送子单元，用于将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
可选地，该装置还包括：删除单元，用于在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息。其中，所述M为大于1的整数。
图7是本申请一实施例提供的终端设备的示意图。如图7所示，该实施例的终端设备7包括：处理器70、存储器71以及存储在所述存储器71中并可在所述处理器70上运行的计算机可读指令72，例如客户回访事件的生成程序。所述处理器70执行所述计算机可读指令72时实现上述各个客户回访事件的生成方法实施例中的步骤，例如图1所示的步骤101至105。或者，所述处理器70执行所述计算机可读指令72时实现上述各装置实施例中各模块/单元的功能，例如图6所示单元61至65的功能。
示例性的，所述计算机可读指令72可以被分割成一个或多个模块/单元，所述一个或者多个模块/单元被存储在所述存储器71中，并由所述处理器70执行，以完成本申请。所述一个或多个模块/单元可以是能够完成特定功能的一系列计算机可读指令段，该指令段用于描述所述计算机可读指令72在所述终端设备7中的执行过程。
所述终端设备7可以是桌上型计算机、笔记本、掌上电脑及云端服务器等计算设备。所述终端设备可包括，但不仅限于，处理器70、存储器71。本领域技术人员可以理解，图7仅仅是终端设备7的示例，并不构成对终端设备7的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件，例如所述终端设备还可以包括输入输出设备、网络接入设备、总线等。
所称处理器70可以是中央处理单元(Central Processing Unit，CPU)，还可以是其他通用处理器、数字信号处理器 (Digital Signal Processor，DSP)、专用集成电路 (Application Specific Integrated Circuit，ASIC)、现成可编程门阵列 (Field-Programmable Gate Array，FPGA) 或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。
所述存储器71可以是所述终端设备7的内部存储单元，例如终端设备7的硬盘或内存。所述存储器71也可以是所述终端设备7的外部存储设备，例如所述终端设备7上配备的插接式硬盘，智能存储卡（Smart Media Card, SMC），安全数字（Secure Digital, SD）卡，闪存卡（Flash Card）等。进一步地，所述存储器71还可以既包括所述终端设备7的内部存储单元也包括外部存储设备。所述存储器71用于存储所述计算机可读指令以及所述终端设备所需的其他程序和数据。所述存储器71还可以用于暂时地存储已经输出或者将要输出的数据。
另外，在本申请各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件功能单元的形式实现。
所述集成的单元如果以软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备（可以是个人计算机，服务器，或者网络设备等）执行本申请各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器（Read-Only Memory，ROM）、随机存取存储器（Random Access Memory，RAM）、磁碟或者光盘等各种可以存储程序代码的介质。
以上所述，以上实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围。

Claims (20)

  1. 一种客户回访事件的生成方法，其特征在于，包括：
    基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；
    依照各个所述控件的触发顺序，生成用户操作序列；
    获取与所述用户操作序列匹配的标准操作序列；
    将所述用户操作序列与所述标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；
    若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
  2. 如权利要求1所述的客户回访事件的生成方法，其特征在于，所述获取与所述用户操作序列匹配的标准操作序列，包括：
    在预设的每一标准操作序列中，分别获取排序最前的各个初始控件；
    若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
  3. 如权利要求1所述的客户回访事件的生成方法，其特征在于，还包括：
    当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件；
    获取基于所述回访渠道的回访信息；
    在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号；
    将所述回访信息发送至所述用户渠道账号。
  4. 如权利要求3所述的客户回访事件的生成方法，其特征在于，所述将所述回访信息发送至所述用户渠道账号，包括：
    获取所述用户的特征数据；
    通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息；
    将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
  5. 如权利要求3所述的客户回访事件的生成方法，其特征在于，在所述将所述回访信息发送至所述用户渠道账号之前，还包括：
    在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息；
    其中，所述M为大于1的整数。
  6. 一种客户回访事件的生成装置，其特征在于，包括：
    第一获取单元，用于基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；
    操作序列生成单元，用于依照各个所述控件的触发顺序，生成用户操作序列；
    第二获取单元，用于获取与所述用户操作序列匹配的标准操作序列；
    操作序列对比单元，用于将所述用户操作序列与标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；
    回访事件生成单元，用于若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成基于所述登录账号的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
  7. 根据权利要求6所述的客户回访事件的生成装置，其特征在于，所述第二获取单元包括：
    第一获取子单元，用于在预设的每一标准操作序列中，分别获取排序最前的各个初始控件；
    确定子单元，用于若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
  8. 根据权利要求6所述的客户回访事件的生成装置，其特征在于，还包括：
    第三获取单元，用于当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件；
    第四获取单元，用于获取基于所述回访渠道的回访信息；
    第五获取单元，用于在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号；
    发送单元，用于将所述回访信息发送至所述用户渠道账号。
  9. 根据权利要求8所述的客户回访事件的生成装置，其特征在于，所述发送单元包括：
    第二获取子单元，用于获取所述用户的特征数据；
    确定子单元，用于通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息；
    发送子单元，用于将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
  10. 根据权利要求8所述的客户回访事件的生成装置，其特征在于，还包括：
    删除单元，用于在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息；
    其中，所述M为大于1的整数。
  11. 一种终端设备，其特征在于，包括存储器以及处理器，所述存储器中存储有可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：
    基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；
    依照各个所述控件的触发顺序，生成用户操作序列；
    获取与所述用户操作序列匹配的标准操作序列；
    将所述用户操作序列与所述标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；
    若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
  12. 根据权利要求11所述的终端设备，其特征在于，所述获取与所述用户操作序列匹配的标准操作序列，包括：
    在预设的每一标准操作序列中，分别获取排序最前的各个初始控件；
    若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
  13. 根据权利要求11所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件；
    获取基于所述回访渠道的回访信息；
    在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号；
    将所述回访信息发送至所述用户渠道账号。
  14. 根据权利要求13所述的终端设备，其特征在于，所述将所述回访信息发送至所述用户渠道账号，包括：
    获取所述用户的特征数据；
    通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息；
    将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
  15. 根据权利要求13所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息；
    其中，所述M为大于1的整数。
  16. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，其特征在于，所述计算机可读指令被至少一个处理器执行时实现如下步骤：
    基于预设于页面中的埋点代码，获取用户在所述页面中所触发的各个控件；
    依照各个所述控件的触发顺序，生成用户操作序列；
    获取与所述用户操作序列匹配的标准操作序列；
    将所述用户操作序列与所述标准操作序列进行对比，以检测所述标准操作序列中的各个控件是否依次出现于所述用户操作序列；
    若所述标准操作序列中的各个控件并非依次出现于所述用户操作序列，则获取所述用户的登录账号，并生成与所述登录账号关联的客户回访事件，以基于所述客户回访事件对所述用户进行回访。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述获取与所述用户操作序列匹配的标准操作序列，包括：
    在预设的每一标准操作序列中，分别获取排序最前的各个初始控件；
    若所述用户操作序列中存在所述初始控件，则将该初始控件所属的标准操作序列确定为与所述用户操作序列匹配。
  18. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述计算机可读指令被至少一个处理器执行时，还实现如下步骤：
    当所述客户回访事件被触发时，根据所述用户操作序列的断点控件，获取与所述断点控件对应的回访渠道，所述断点控件表示所述标准操作序列中首个非依序出现于所述用户操作序列中的控件；
    获取基于所述回访渠道的回访信息；
    在预设的信息库中，获取与所述登录账号以及与所述回访渠道对应的用户渠道账号；
    将所述回访信息发送至所述用户渠道账号。
  19. 根据权利要求18所述的计算机可读存储介质，其特征在于，所述将所述回访信息发送至所述用户渠道账号，包括：
    获取所述用户的特征数据；
    通过预先加载的礼品规则模型，确定与所述特征数据匹配的礼品赠送信息；
    将携带所述礼品赠送信息的所述回访信息发送至所述用户渠道账号。
  20. 根据权利要求18所述的计算机可读存储介质，其特征在于，所述计算机可读指令被至少一个处理器执行时，还实现如下步骤：
    在预设时长内，若存在所述登录账号以及所述回访渠道相同的M条回访信息，则删除其中的M-1条回访信息；
    其中，所述M为大于1的整数。
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