Method and apparatus for automatically allocating customer service for online customer service

The present invention relates to a method and apparatus for automatically dispensing online customer service for client, comprising: establishing a customer service queue configuration; transmitting customer consultation request to the server; the server and the client characteristic information, together with further requests for advice information sent to the server routing unit; at least one server to establish a queue composed of consultation by the client; server consulting service queues assigned to the corresponding queue according to a predetermined allocation policy, then the client queue sequentially consulting automatically assigned to a specific customer service queue after consulting services when completed; and sent by the server to the client-side IM terminal session connection request; client-side IM terminal receives and responds to the session connection request to establish a direct dialogue with the customer service of customers connected to the customer service for customer consulting services customer and the customer service is disconnected session connection, and then recalculate the customer server weights, and service queue rearrangement.