CN101958899A - Remote interactive business hall customer service device and operation method thereof - Google Patents
Remote interactive business hall customer service device and operation method thereof Download PDFInfo
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Abstract
The invention relates to a remote interactive business hall customer service device and an operation method thereof, which are mainly used in public business halls, such as electric power business halls, telecommunication business halls, bank business halls and the like. The remote interactive business hall customer service device is structurally characterized by consisting of a client machine, a server and a background machine, wherein the client machine is arranged in a business hall and is connected with the server through a communication private network; the server is connected with the background machine through the communication private network; the background machine is arranged in a customer service request response center office; the client machine consists of a client computer host, a display screen, a printer, image acquisition equipment, a sound box and a microphone; and the client computer host is connected with the display screen, the printer, the image acquisition equipment, identity card identification equipment, the sound box and the microphone respectively. The device and the method of the invention have the advantages of reasonable structural design, simple operation, capability of realizing remote interactive services, strong practicability and small equipment investment.
Description
Technical field
The present invention relates to a kind of remote interaction business hall customer service device and method of operation thereof, be mainly used in the public business halls such as electric power, telecommunications, bank.
Background technology
Present terminating machine in the unmanned business hall, it all is the program that configures in advance, the client is merely able to operate according to program, if encounter problems, substantially have no idea and staff's interaction, more especially 24 hours business hall, on one's own time, the staff has no idea to solve the problem that is produced, and dials 24 hours service hotline, owing to can not see the interface of operation, a lot of problems can not solve, in the strong operation of some interactivity of needs, for example scan certificate, go wrong easily especially.Remoter business hall, because the client is to being unfamiliar with of terminal computer operation, this problem is just more outstanding.And at present because problems such as staffing and cost still do not have good solution.
Summary of the invention
Technical problem to be solved by this invention provide a kind of reasonable in design, simple to operate, can realize that remote interaction service, practical, equipment drop into little remote interaction business hall customer service device.
Another technical problem to be solved by this invention provides the method for operation that a kind of method is rationally ingenious, can realize assistant service in 24 hours, interactive good, real-time processing, convenient and practical remote interaction business hall customer service device.
It is this remote interaction business hall customer service device that the present invention solves the problems of the technologies described above the technical scheme that is adopted, its design feature is: be made up of client computer, server and background computer, described client computer is arranged in the business hall, client computer with link to each other with server by the communication private network, described server links to each other with background computer by the communication private network, and background computer is arranged in the customer service demand response central office; Described client computer is made up of client's host computer, display screen, printer, image capture device, audio amplifier, microphone, and described client's host computer links to each other with display screen, printer, image capture device, identity card identification equipment, audio amplifier, microphone respectively.
Client computer of the present invention also is provided with camera.
Display screen on the client computer of the present invention is a touch-screen.
Display screen on the client computer of the present invention is the common display screen, also is provided with mouse, keyboard on the client computer.
Client computer of the present invention also is provided with host housing and auxiliaring shell, described client's host computer, display screen, audio amplifier, microphone, identity card identification equipment are arranged in the host housing, and described printer, image capture device are arranged in the auxiliaring shell.
Also be provided with on the auxiliaring shell of the present invention and collect mouth.
Image capture device of the present invention is industrial camera or scanner.
The present invention solves the problems of the technologies described above the method for operation that the technical scheme that is adopted still is a kind of remote interaction business hall customer service device, and is specific as follows:
A, user operate with client computer in the business hall, the user has three kinds of selections, one is subscription services, two are Self-Service, three is manual service, and when the customer selecting subscription services, the client fills in client-related information and carries out preregistration on client computer, the staff can arrange specific attendant to make house calls after background computer is accepted this business;
B, when the customer selecting Self-Service, the client is the self-service work of finishing the IMAQ of filling in service handling information, certificate, printing list, deliver list on client computer; Service unit, regularly the arrangement personnel fetch list, the integrality and the accuracy of audit list and certificate image;
C, when the client when selecting Self-Service to encounter problems, selection switches to manual service, link up alternately by the mode of voice, video, remote desktop and the staff on the background computer, perhaps after consulting finishes, switch back Self-Service, perhaps assist the client to finish related service and handle by the staff;
D, when the customer selecting manual service, the client is linking up alternately by the mode of voice, video, remote desktop and the staff on the background computer on the client computer, by client oral account, assists the client to finish related service by the staff and handles;
E, staff tackle client's operational circumstances in real time on background computer, by background computer, handle subscription services, assist the client to finish Self-Service and manual service by the mode of voice, video, remote desktop.
The present invention compares with prior art and has the following advantages and effect:
1, provides artificial online service in 24 hours, when the client encounters problems, can ask manual service at any time in the process of transacting business.But contact staff's direct viewing is carried out voice, video interactive to the desktop of client's transacting business according to problem that occurs in client's transacting business process and client, and the time that the minimizing problem solves is for the client provides better service.The more hommization of existing relatively technology.
2, original technology is man-machine interaction's pattern, and present invention can be realized people-machine-people's interactive mode by terminal.
3, improved operating efficiency,, better serve for the client.
4, reduced the frequency of misoperation, brought convenience to the client conscientiously.
Description of drawings
Fig. 1 is an overall structure schematic diagram of the present invention;
Fig. 2 is the structural representation of client computer;
Fig. 3 is the side structure schematic diagram of auxiliaring shell, printer, industrial camera.
Embodiment
The present invention is described in further detail below in conjunction with embodiment, and following examples are explanation of the invention and the present invention is not limited to following examples.
Embodiment 1:
As shown in Figure 1, present embodiment is made up of client computer 1, server 2, background computer 4, communication private network 5, client computer 1 is many, can be arranged in the different business halls, especially the 24 HOUR ACCESS Room, client computer 1 is connected with server 2 by communication private network 5, after the data of client computer 1 are handled through server 2, in the database of server 2, back up, server 2 links to each other with background computer 4 by communication private network 5, data are through passing to background computer 4 again after the DB Backup, are handled by the staff of background computer 4, and realize alternately by communication private network 5 and client computer.
Shown in Fig. 2,3, client computer 1 is made up of client's computer 11, host housing 12, display screen 13, mouse/keyboard 14, printer 15, industrial camera 16, auxiliaring shell 17, camera 18, audio amplifier 19, microphone 20, identity card identification equipment 24, client's computer 11, display screen 13, mouse/keyboard 14, camera 18, audio amplifier 19, microphone 20, identity card identification equipment 24 are arranged in the host housing 12, and printer 15, industrial camera 16 are arranged in the auxiliaring shell 17.Auxiliaring shell 17 is provided with collection mouth 21, prints outlet 22, scans mouth 23.It is corresponding with printer 15, industrial camera 16 respectively to print outlet 22, scanning mouthfuls 23.
During use, the user can carry out business handling by the client computer in 24 hours intelligent business halls 1.The user can select Self-Service, subscription services or professional handling carried out in the service of seeking help, when the customer selecting subscription services, the client fills in client-related information and carries out preregistration on client computer 1, the staff can arrange specific attendant to make house calls after background computer 4 is accepted this business; When the customer selecting Self-Service, the client is self-service on client computer 1 to finish the service handling information of filling in, and can utilize industrial camera 16 scanning certificates, print documents, deliver lists collecting mouthfuls 21 with printer 15, and service unit regularly the arrangement personnel fetch list, the integrality and the accuracy of audit list and certificate image.The user wants help when Self-Service and can seek help by " service of seeking help " button.This moment, client computer 1 and background computer 4 were realized client and staff's mutual communication by the mode of voice, video, remote desktop, can be after consulting, Self-Service is returned in selection, finishes related service and handles, and also can finish related service by staff's remote assistance client and handle.When the customer selecting manual service, the client is linking up alternately by the mode of voice, video, remote desktop and the staff on the background computer 4 on the client computer 1, assists the client to finish related service by the staff and handles; Under the situation of Self-Service and the service of seeking help, if the client need carry out certificate scanning, only need the file of needs scanning is placed on the industrial camera 16, cover the lid of industrial camera 16 again, can scan by the scan button on the client software interface.Also can get in touch by voice and the staff of client service center, work such as the staff can be scanned by network remote, printing, auxiliary operation, and directly with document storage on background computer 4.The client threw in the collecting box of appointment after the signatures on documents that prints is confirmed after print job was finished, and was regularly collected by the staff.
The machine communication mode of client computer 1 of the present invention and background computer 4 no longer is direct-connected, but by server 2, is convenient to the transmission and the storage of data, and has improved the stability and the fail safe of applying to install the machine system.
In addition, need to prove, the specific embodiment described in this specification, its zero, the shape of parts, institute's title of being named etc. can be different.Allly conceive equivalence or the simple change that described structure, feature and principle are done, be included in the protection range of patent of the present invention according to patent of the present invention.The technical staff of the technical field of the invention can make various modifications or replenishes or adopt similar mode to substitute described specific embodiment; only otherwise depart from structure of the present invention or surmount the defined scope of these claims, all should belong to protection scope of the present invention.
Claims (8)
1. remote interaction business hall customer service device, it is characterized in that: form by client computer, server and background computer, described client computer is arranged in the business hall, client computer with link to each other with server by the communication private network, described server links to each other with background computer by the communication private network, and background computer is arranged in the customer service demand response central office; Described client computer is made up of client's host computer, display screen, printer, image capture device, audio amplifier, microphone, identity card identification equipment, and described client's host computer links to each other with display screen, printer, image capture device, audio amplifier, microphone respectively.
2. remote interaction according to claim 1 business hall customer service device, it is characterized in that: described client computer also is provided with camera.
3. remote interaction according to claim 1 business hall customer service device is characterized in that: the display screen on the described client computer is a touch-screen.
4. remote interaction according to claim 1 business hall customer service device is characterized in that: the display screen on the described client computer is the common display screen, also is provided with mouse, keyboard on the client computer.
5. remote interaction according to claim 1 business hall customer service device, it is characterized in that: described client computer also is provided with host housing and auxiliaring shell, described client's host computer, display screen, audio amplifier, microphone, identity card identification equipment are arranged in the host housing, and described printer, image capture device are arranged in the auxiliaring shell.
6. remote interaction according to claim 5 business hall customer service device is characterized in that: also be provided with on the described auxiliaring shell and collect mouth.
7. according to the described remote interaction of claim 1 to 6 business hall customer service device, it is characterized in that: described image capture device is industrial camera or scanner.
8. the method for operation of a remote interaction as claimed in claim 1 business hall customer service device, specific as follows:
A, user operate with client computer in the business hall, the user has three kinds of selections, one is subscription services, two are Self-Service, three is manual service, and when the customer selecting subscription services, the client fills in client-related information and carries out preregistration on client computer, the staff can arrange specific attendant to make house calls after background computer is accepted this business;
B, when the customer selecting Self-Service, the client is the self-service work of finishing the IMAQ of filling in service handling information, certificate, printing list, deliver list on client computer; Service unit, regularly the arrangement personnel fetch list, the integrality and the accuracy of audit list and certificate image;
C, when the client when selecting Self-Service to encounter problems, selection switches to manual service, link up alternately by the mode of voice, video, remote desktop and the staff on the background computer, perhaps after consulting finishes, switch back Self-Service, perhaps assist the client to finish related service and handle by the staff;
D, when the customer selecting manual service, the client is linking up alternately by the mode of voice, video, remote desktop and the staff on the background computer on the client computer, by client oral account, assists the client to finish related service by the staff and handles;
E, staff tackle client's operational circumstances in real time on background computer, by background computer, handle subscription services, assist the client to finish Self-Service and manual service by the mode of voice, video, remote desktop.
Priority Applications (1)
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| CN 201010296805 CN101958899A (en) | 2010-09-29 | 2010-09-29 | Remote interactive business hall customer service device and operation method thereof |
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| CN 201010296805 CN101958899A (en) | 2010-09-29 | 2010-09-29 | Remote interactive business hall customer service device and operation method thereof |
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Cited By (19)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102324147A (en) * | 2011-05-14 | 2012-01-18 | 南京华设科技有限公司 | IN service is applied to install machine certificate acquisition principle |
| CN102394915A (en) * | 2011-09-23 | 2012-03-28 | 中国工商银行股份有限公司 | System and method for providing guide service of self-service terminal |
| CN102496106A (en) * | 2011-11-22 | 2012-06-13 | 倪既民 | Two-screen, dual-control and self-validating application registration recording storage system |
| CN102521927A (en) * | 2011-12-09 | 2012-06-27 | 华为技术有限公司 | Self-service terminal, system and transaction servicing method |
| CN102521932A (en) * | 2011-12-07 | 2012-06-27 | 公安部交通管理科学研究所 | Self-help system of public security traffic management services |
| CN102663862A (en) * | 2012-04-24 | 2012-09-12 | 交通银行股份有限公司 | Method, self-service device and system for assisting banking businesses |
| CN102855710A (en) * | 2012-09-14 | 2013-01-02 | 交通银行股份有限公司 | Method and system for remotely authenticating customer identity information |
| CN103325191A (en) * | 2012-03-21 | 2013-09-25 | 正信智云（北京）科技发展有限公司 | Complete-interactive customer service terminal operation prompting system based on cloud computing and method thereof |
| CN103905555A (en) * | 2014-04-09 | 2014-07-02 | 中国工商银行股份有限公司 | Self-service terminal remote assistance method and system |
| CN104464116A (en) * | 2014-12-26 | 2015-03-25 | 国网浙江慈溪市供电公司 | Self-service equipment for service expansion and data processing method |
| CN104932623A (en) * | 2015-07-07 | 2015-09-23 | 丰媒（北京）科技开发有限公司 | Computer installing frame |
| CN105373942A (en) * | 2015-12-02 | 2016-03-02 | 无锡意邦文化传媒有限公司 | Visual interaction remote business consultation system and implement method thereof |
| CN105450764A (en) * | 2015-12-05 | 2016-03-30 | 内蒙古电力勘测设计院有限责任公司 | New energy power station interactive design system |
| CN106584481A (en) * | 2017-01-20 | 2017-04-26 | 南京邮电大学 | Service robot applied to China Mobile business hall and operation method of robot |
| CN107833301A (en) * | 2017-11-09 | 2018-03-23 | 王式瑞 | A kind of Power supply business chamber system |
| CN108596752A (en) * | 2018-03-14 | 2018-09-28 | 深圳怡化电脑股份有限公司 | Password remapping method, system, self-aided terminal and computer readable storage medium |
| CN110072074A (en) * | 2019-06-05 | 2019-07-30 | 黑龙江航天信息有限公司 | An a kind of key calls the system and method for counseling services and remote assistance |
| CN111915820A (en) * | 2020-09-03 | 2020-11-10 | 安徽上尚电子科技股份有限公司 | Self-service business terminal guide service providing system |
| CN111951492A (en) * | 2020-08-28 | 2020-11-17 | 中国建设银行股份有限公司 | Data receiving and sending method and device |
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| CN101334910A (en) * | 2007-06-28 | 2008-12-31 | 龚华 | Community service department business hall working method |
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Cited By (25)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102324147A (en) * | 2011-05-14 | 2012-01-18 | 南京华设科技有限公司 | IN service is applied to install machine certificate acquisition principle |
| CN102394915A (en) * | 2011-09-23 | 2012-03-28 | 中国工商银行股份有限公司 | System and method for providing guide service of self-service terminal |
| CN102394915B (en) * | 2011-09-23 | 2013-10-16 | 中国工商银行股份有限公司 | System and method for providing guide service of self-service terminal |
| CN102496106A (en) * | 2011-11-22 | 2012-06-13 | 倪既民 | Two-screen, dual-control and self-validating application registration recording storage system |
| CN102521932A (en) * | 2011-12-07 | 2012-06-27 | 公安部交通管理科学研究所 | Self-help system of public security traffic management services |
| CN102521927A (en) * | 2011-12-09 | 2012-06-27 | 华为技术有限公司 | Self-service terminal, system and transaction servicing method |
| CN102521927B (en) * | 2011-12-09 | 2015-11-25 | 华为技术有限公司 | Self-aided terminal, system and transaction service method |
| CN103325191B (en) * | 2012-03-21 | 2016-12-14 | 正信智云（北京）科技发展有限公司 | A kind of complete mutual customer service terminal operation prompt system based on cloud computing and method thereof |
| CN103325191A (en) * | 2012-03-21 | 2013-09-25 | 正信智云（北京）科技发展有限公司 | Complete-interactive customer service terminal operation prompting system based on cloud computing and method thereof |
| CN102663862A (en) * | 2012-04-24 | 2012-09-12 | 交通银行股份有限公司 | Method, self-service device and system for assisting banking businesses |
| CN102663862B (en) * | 2012-04-24 | 2014-12-10 | 交通银行股份有限公司 | Method, self-service device for assisting banking businesses |
| CN102855710A (en) * | 2012-09-14 | 2013-01-02 | 交通银行股份有限公司 | Method and system for remotely authenticating customer identity information |
| CN103905555A (en) * | 2014-04-09 | 2014-07-02 | 中国工商银行股份有限公司 | Self-service terminal remote assistance method and system |
| CN104464116A (en) * | 2014-12-26 | 2015-03-25 | 国网浙江慈溪市供电公司 | Self-service equipment for service expansion and data processing method |
| CN104932623A (en) * | 2015-07-07 | 2015-09-23 | 丰媒（北京）科技开发有限公司 | Computer installing frame |
| CN104932623B (en) * | 2015-07-07 | 2018-11-16 | 丰田互联（北京）科技开发有限公司 | A kind of computer installation frame |
| CN105373942A (en) * | 2015-12-02 | 2016-03-02 | 无锡意邦文化传媒有限公司 | Visual interaction remote business consultation system and implement method thereof |
| CN105450764A (en) * | 2015-12-05 | 2016-03-30 | 内蒙古电力勘测设计院有限责任公司 | New energy power station interactive design system |
| CN105450764B (en) * | 2015-12-05 | 2018-12-07 | 内蒙古电力勘测设计院有限责任公司 | New energy power station interactive design system (IDS) |
| CN106584481A (en) * | 2017-01-20 | 2017-04-26 | 南京邮电大学 | Service robot applied to China Mobile business hall and operation method of robot |
| CN107833301A (en) * | 2017-11-09 | 2018-03-23 | 王式瑞 | A kind of Power supply business chamber system |
| CN108596752A (en) * | 2018-03-14 | 2018-09-28 | 深圳怡化电脑股份有限公司 | Password remapping method, system, self-aided terminal and computer readable storage medium |
| CN110072074A (en) * | 2019-06-05 | 2019-07-30 | 黑龙江航天信息有限公司 | An a kind of key calls the system and method for counseling services and remote assistance |
| CN111951492A (en) * | 2020-08-28 | 2020-11-17 | 中国建设银行股份有限公司 | Data receiving and sending method and device |
| CN111915820A (en) * | 2020-09-03 | 2020-11-10 | 安徽上尚电子科技股份有限公司 | Self-service business terminal guide service providing system |
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Application publication date: 20110126 |