| 摘要 |
Disclosed is an information processing apparatus for service handling. The apparatus comprises: a first determining module, used for receiving a service handling request of a user, the request comprising an identifier of a channel through which the user handles a service; a processing module, used for providing a user interface corresponding to the channel identifier to a user terminal, and prompting the user to submit service handling information through the user interface; an update module, used for receiving the submitted service handling information, and updating service handling state information; a second determining module, used for receiving a customer service request, and determining the identifier, corresponding to the request, of the channel through which the user handles the service; and an invoking module, used for invoking the user interface corresponding to the channel identifier and returning the service handling state information to a customer service terminal. Also disclosed is an information processing method for service handling. The present invention has the advantages that service information generated when a service is handled through multiple channels can be shared, the service handling efficiency can be improved, and the user experience in self service handling can be improved. |
