CN105208228B - A kind of method and device for realizing Self-Service - Google Patents
A kind of method and device for realizing Self-Service Download PDFInfo
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- CN105208228B CN105208228B CN201510546742.9A CN201510546742A CN105208228B CN 105208228 B CN105208228 B CN 105208228B CN 201510546742 A CN201510546742 A CN 201510546742A CN 105208228 B CN105208228 B CN 105208228B
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Abstract
The invention discloses a kind of method and devices for realizing Self-Service, belong to communication technique field.Method flow includes: to prompt the user to choose whether when user dials specified number and state is waited in line in entrance using self-service feedback function；If the user selects to use self-service feedback function, the current interface of the intelligent terminal is jumped into feedback interface, the problem of to prompt the user to input personal information and/or need to feed back；When the user confirms and submits the content of feedback interface typing, the content of the feedback interface typing is sent to the corresponding customer service system of the specified number.Using the present invention, the problem of being able to solve when prior art user dials service calls long queuing time, low efficiency.
Description
Technical field
The present invention relates to communication technique field more particularly to a kind of method and devices for realizing Self-Service.
Background technique
As the scale of major application of communication field, operator etc. is increasing, the problem of user is encountered it is anti-
Feedback is also increasingly valued.In the prior art, when feeding back the problem of receiving and handling user, often there are the following problems: a side
The problem of face, user feedback, is multifarious, varied, therefore the work of customer service is very many and diverse, and often task is heavy and efficiency
It is not high；On the other hand, user generally requires to select specific business after dialing service calls, if user has selected artificial clothes
Business then needs to wait in line when people to link up with customer service, and waits in line to after establishing call with customer service, usually also needs core
To some personal information, when especially queue number is more, some clients can also abandon manual service because of queuing time process.
Therefore, it is necessary to a kind of method and device for realizing Self-Service be provided, to improve efficiency and reduce user's queuing
The time of waiting.
Summary of the invention
It is a primary object of the present invention to propose a kind of method and device for realizing Self-Service, it is intended to solve the prior art
When user dials service calls the problem of queuing time length, low efficiency.
To achieve the above object, a kind of method for realizing Self-Service provided by the invention is suitable for intelligent terminal, special
Sign is, the method includes the steps:
When user dials specified number and state is waited in line in entrance, prompt the user to choose whether using self-service feedback
Function；
If the user selects to use self-service feedback function, the current interface of the intelligent terminal is jumped into feedback circle
Face, the problem of to prompt the user to input personal information and/or need to feed back；
When the user confirms and submits the content of feedback interface typing, the content of the feedback interface typing is sent
Give the specified number corresponding customer service system.
A kind of method as described above is provided, it is described to prompt the user to choose whether using self-service feedback function, comprising:
Prompt window is popped up on the intelligent terminal, is prompted the user to choose whether using self-service feedback function.
A kind of method as described above is provided, when the current interface by the intelligent terminal jumps to feedback interface,
The method also includes:
With obtaining telephone number and its type, equipment mark code, the phone number registration of the intelligent terminal, in the time
At least one of；
Judge whether the user is registration user according to the information of acquisition；
If the user is registration user, the personal information filled in when obtaining the user's registration；
The personal information of user described in Auto-writing in the feedback interface.
A kind of method as described above is provided, it is described to prompt the user to choose whether using before self-service feedback function, it is described
Method further include:
After the user dials specified number, judge whether the user has input the finger of manual service twice in succession
It enables；
If the user has input the instruction of manual service twice in succession, it is determined that the user, which enters, waits in line shape
State.
A kind of method as described above is provided, the method also includes:
The call flow of the preset specified number and the corresponding customer service system of the specified number.
In addition, to achieve the above object, the present invention also proposes a kind of device for realizing Self-Service, it is suitable for intelligence eventually
End, described device include:
Prompt unit, for when user dials specified number and state is waited in line in entrance, prompting user's selection to be
It is no to use self-service feedback function；
Information acquisition unit is used for when the user selects using self-service feedback function, by working as the intelligent terminal
Front interface jumps to feedback interface, the problem of to prompt the user to input personal information and/or need to feed back；
Transmission unit, for when the user confirms and submits the content of feedback interface typing, by the feedback interface
The content of typing is sent to the corresponding customer service system of the specified number.
A kind of device as described above is provided, the prompt unit pops up prompt window on the intelligent terminal, prompts
User chooses whether using self-service feedback function.
A kind of device as described above, the information acquisition unit are provided, comprising:
First obtains module, for obtaining the telephone number and its type, equipment mark code, phone of the intelligent terminal
Number registration, in the time at least one of；
Judging unit, the information for being obtained according to the first acquisition module judge whether the user is that registration is used
Family；
Second obtains module, for being registration user in the user, the personal letter filled in when obtaining the user's registration
Breath；
Information solicitation module, the personal information for user described in the Auto-writing in the feedback interface.
A kind of device as described above, described device are provided further include:
Judging unit judges whether the user inputs twice in succession after dialing specified number in the user
The instruction of manual service, and when the user has input the instruction of manual service twice in succession, determine that the user enters
Wait in line state.
A kind of device as described above, described device are provided further include:
Preset unit, the call for the preset specified number and the corresponding customer service system of the specified number
Process.
A kind of method and device for realizing Self-Service proposed by the present invention can dial specified number in user and go forward side by side
It when entering to wait in line state, prompts the user to choose whether using self-service feedback function, and when user uses feedback function, obtains
The personal information of user and/or the problem of need to feed back, and the corresponding customer service system of specified number is sent it to, therefore user
Without continuing to be lined up, but the user is directly contacted when idle later by contact staff and is linked up, not only save
The waiting time of user and cost of the phone call, and the working efficiency of contact staff is improved, improve user experience.
Detailed description of the invention
The hardware structural diagram of Fig. 1 mobile terminal of each embodiment to realize the present invention；
Fig. 2 is the wireless communication system schematic diagram of mobile terminal as shown in Figure 1；
Fig. 3 is a kind of flow chart for method for realizing Self-Service that first embodiment of the invention provides；
Fig. 4 is a kind of flow chart for method for realizing Self-Service that second embodiment of the invention provides；
Fig. 5 is the schematic diagram of the prompt window popped up in method shown in Fig. 4；
Fig. 6 is the schematic diagram of feedback interface in method shown in Fig. 4；
Fig. 7 is a kind of modular structure schematic diagram for device for realizing Self-Service that second embodiment of the invention provides.
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific embodiment
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, it is not intended to limit the present invention.
The mobile terminal of each embodiment of the present invention is realized in description with reference to the drawings.In subsequent description, use
For indicate element such as " module ", " component " or " unit " suffix only for being conducive to explanation of the invention, itself
There is no specific meanings.Therefore, " module " can be used mixedly with " component ".
Mobile terminal can be implemented in a variety of manners.For example, terminal described in the present invention may include such as moving
Phone, smart phone, laptop, digit broadcasting receiver, PDA (personal digital assistant), PAD (tablet computer), PMP
The mobile terminal of (portable media player), navigation device etc. and such as number TV, desktop computer etc. are consolidated
Determine terminal.Hereinafter it is assumed that terminal is mobile terminal.However, it will be understood by those skilled in the art that in addition to being used in particular for moving
Except the element of purpose, the construction of embodiment according to the present invention can also apply to the terminal of fixed type.
Fig. 1 to realize the present invention the mobile terminal of each embodiment hardware configuration signal.
Mobile terminal 100 may include wireless communication unit 110, A/V (audio/video) input unit 120, user's input
Unit 130, sensing unit 140, output unit 150, memory 160, interface unit 170, controller 180 and power supply unit 190
Etc..Fig. 1 shows the mobile terminal with various assemblies, it should be understood that being not required for implementing all groups shown
Part.More or fewer components can alternatively be implemented.The element of mobile terminal will be discussed in more detail below.
Wireless communication unit 110 generally includes one or more components, allows mobile terminal 100 and wireless communication system
Or the radio communication between network.For example, wireless communication unit may include broadcasting reception module 111, mobile communication module
112, at least one of wireless Internet module 113, short range communication module 114 and location information module 115.
Broadcasting reception module 111 receives broadcast singal and/or broadcast from external broadcast management server via broadcast channel
Relevant information.Broadcast channel may include satellite channel and/or terrestrial channel.Broadcast management server, which can be, to be generated and sent
The broadcast singal and/or broadcast related information generated before the server or reception of broadcast singal and/or broadcast related information
And send it to the server of terminal.Broadcast singal may include TV broadcast singal, radio signals, data broadcasting
Signal etc..Moreover, broadcast singal may further include the broadcast singal combined with TV or radio signals.Broadcast phase
Closing information can also provide via mobile communications network, and in this case, broadcast related information can be by mobile communication mould
Block 112 receives.Broadcast singal can exist in a variety of manners, for example, it can be with the electronics of digital multimedia broadcasting (DMB)
Program guide (EPG), digital video broadcast-handheld (DVB-H) electronic service guidebooks (ESG) etc. form and exist.Extensively
Signal broadcast can be received by using various types of broadcast systems by broadcasting receiving module 111.Particularly, broadcasting reception module
111 can be regarded by using such as multimedia broadcasting-ground (DMB-T), digital multimedia broadcasting-satellite (DMB-S), number
Frequency Broadcasting-Handheld (DVB-H), forward link media (MediaFLO@) Radio Data System, received terrestrial digital broadcasting integrated service
(ISDB-T) etc. digit broadcasting system receives digital broadcasting.Broadcasting reception module 111, which may be constructed such that, to be adapted to provide for extensively
Broadcast the various broadcast systems and above-mentioned digit broadcasting system of signal.Via the received broadcast singal of broadcasting reception module 111 and/
Or broadcast related information can store in memory 160 (or other types of storage medium).
Mobile communication module 112 sends radio signals to base station (for example, access point, node B etc.), exterior terminal
And at least one of server and/or receive from it radio signal.Such radio signal may include that voice is logical
Talk about signal, video calling signal or according to text and/or Multimedia Message transmission and/or received various types of data.
The Wi-Fi (Wireless Internet Access) of the support mobile terminal of wireless Internet module 113.The module can be internally or externally
It is couple to terminal.Wi-Fi (Wireless Internet Access) technology involved in the module may include WLAN (Wireless LAN) (Wi-Fi), Wibro
(WiMAX), Wimax (worldwide interoperability for microwave accesses), HSDPA (high-speed downlink packet access) etc..
Short range communication module 114 is the module for supporting short range communication.Some examples of short-range communication technology include indigo plant
ToothTM, radio frequency identification (RFID), Infrared Data Association (IrDA), ultra wide band (UWB), purple honeybeeTMEtc..
Location information module 115 is the module for checking or obtaining the location information of mobile terminal.Location information module
Typical case be GPS (global positioning system).According to current technology, GPS module 115, which calculates, comes from three or more satellites
Range information and correct time information and the Information application triangulation for calculating, thus according to longitude, latitude
Highly accurately calculate three-dimensional current location information.Currently, it is defended for the method for calculating position and temporal information using three
Star and the error that calculated position and temporal information are corrected by using an other satellite.In addition, GPS module 115
It can be by Continuous plus current location information in real time come calculating speed information.
A/V input unit 120 is for receiving audio or video signal.A/V input unit 120 may include 121 He of camera
Microphone 1220, camera 121 is to the static map obtained in video acquisition mode or image capture mode by image capture apparatus
The image data of piece or video is handled.Treated, and picture frame may be displayed on display unit 151.At camera 121
Picture frame after reason can store in memory 160 (or other storage mediums) or carry out via wireless communication unit 110
It sends, two or more cameras 1210 can be provided according to the construction of mobile terminal.Microphone 122 can be in telephone relation mould
Sound (audio data) is received via microphone in formula, logging mode, speech recognition mode etc. operational mode, and can be incited somebody to action
Such acoustic processing is audio data.Audio that treated (voice) data can be converted in the case where telephone calling model
For the format output that can be sent to mobile communication base station via mobile communication module 112.Various types can be implemented in microphone 122
Noise eliminate (or inhibit) algorithm with eliminate noise that (or inhibition) generates during sending and receiving audio signal or
Person's interference.
The order that user input unit 130 can be inputted according to user generates key input data to control each of mobile terminal
Kind operation.User input unit 130 allows user to input various types of information, and may include keyboard, metal dome, touch
Plate (for example, the sensitive component of detection due to the variation of resistance, pressure, capacitor etc. caused by being contacted), idler wheel, rocking bar etc.
Deng.Particularly, when touch tablet is superimposed upon in the form of layer on display unit 151, touch screen can be formed.
Sensing unit 140 detects the current state of mobile terminal 100, (for example, mobile terminal 100 opens or closes shape
State), the position of mobile terminal 100, user is for the presence or absence of contact (that is, touch input) of mobile terminal 100, mobile terminal
100 orientation, the acceleration or deceleration movement of mobile terminal 100 and direction etc., and generate for controlling mobile terminal 100
The order of operation or signal.For example, sensing unit 140 can be felt when mobile terminal 100 is embodied as sliding-type mobile phone
Surveying the sliding-type phone is to open or close.In addition, sensing unit 140 is able to detect whether power supply unit 190 provides electric power
Or whether interface unit 170 couples with external device (ED).Sensing unit 140 may include that proximity sensor 1410 will be below
This is described in conjunction with touch screen.
Interface unit 170 be used as at least one external device (ED) connect with mobile terminal 100 can by interface.For example,
External device (ED) may include wired or wireless headphone port, external power supply (or battery charger) port, wired or nothing
Line data port, memory card port, the port for connecting the device with identification module, audio input/output (I/O) end
Mouth, video i/o port, ear port etc..Identification module can be storage and use each of mobile terminal 100 for verifying user
It plants information and may include subscriber identification module (UIM), client identification module (SIM), Universal Subscriber identification module (USIM)
Etc..In addition, the device (hereinafter referred to as " identification device ") with identification module can take the form of smart card, therefore, know
Other device can be connect via port or other attachment devices with mobile terminal 100.Interface unit 170, which can be used for receiving, to be come from
The input (for example, data information, electric power etc.) of external device (ED) and the input received is transferred in mobile terminal 100
One or more elements can be used for transmitting data between mobile terminal and external device (ED).
In addition, when mobile terminal 100 is connect with external base, interface unit 170 may be used as allowing will be electric by it
Power, which is provided from pedestal to the path or may be used as of mobile terminal 100, allows the various command signals inputted from pedestal to pass through it
It is transferred to the path of mobile terminal.The various command signals or electric power inputted from pedestal, which may be used as mobile terminal for identification, is
The no signal being accurately fitted on pedestal.Output unit 150 is configured to provide with vision, audio and/or tactile manner defeated
Signal (for example, audio signal, vision signal, alarm signal, vibration signal etc.) out.Output unit 150 may include display
Unit 151, audio output module 152, alarm unit 153 etc..
Display unit 151 may be displayed on the information handled in mobile terminal 100.For example, when mobile terminal 100 is in
When telephone calling model, display unit 151 can show and converse or other communicate (for example, text messaging, multimedia are literary
Part downloading etc.) relevant user interface (UI) or graphic user interface (GUI).When mobile terminal 100 is in video calling mould
When formula or image capture mode, display unit 151 can show captured image and/or received image, video is shown or
Image and the UI or GUI of correlation function etc..
Meanwhile when display unit 151 and touch tablet in the form of layer it is superposed on one another to form touch screen when, display unit
151 may be used as input unit and output device.Display unit 151 may include liquid crystal display (LCD), thin film transistor (TFT)
In LCD (TFT-LCD), Organic Light Emitting Diode (OLED) display, flexible display, three-dimensional (3D) display etc. at least
It is a kind of.Some in these displays may be constructed such that transparence to allow user to watch from outside, this is properly termed as transparent
Display, typical transparent display can be, for example, TOLED (transparent organic light emitting diode) display etc..According to specific
Desired embodiment, mobile terminal 100 may include two or more display units (or other display devices), for example, moving
Dynamic terminal may include outernal display unit (not shown) and inner display unit (not shown).Touch screen can be used for detecting touch
Input pressure and touch input position and touch input area.
Audio output module 152 can mobile terminal be in call signal reception pattern, call mode, logging mode,
It is when under the isotypes such as speech recognition mode, broadcast reception mode, wireless communication unit 110 is received or in memory 160
The audio data transducing audio signal of middle storage and to export be sound.Moreover, audio output module 152 can provide and movement
The relevant audio output of specific function (for example, call signal receives sound, message sink sound etc.) that terminal 100 executes.
Audio output module 152 may include loudspeaker, buzzer etc..
Alarm unit 153 can provide output notifying event to mobile terminal 100.Typical event can be with
Including calling reception, message sink, key signals input, touch input etc..Other than audio or video output, alarm unit
153 can provide output in different ways with the generation of notification event.For example, alarm unit 153 can be in the form of vibration
Output is provided, when receiving calling, message or some other entrance communications (incomingcommunication), alarm list
Member 153 can provide tactile output (that is, vibration) to notify to user.By providing such tactile output, even if
When the mobile phone of user is in the pocket of user, user also can recognize that the generation of various events.Alarm unit 153
The output of the generation of notification event can also be provided via display unit 151 or audio output module 152.
Memory 160 can store the software program etc. of the processing and control operation that are executed by controller 180, Huo Zheke
Temporarily to store the data that has exported or will export (for example, telephone directory, message, still image, video etc.).And
And memory 160 can store about the vibrations of various modes and audio signal exported when touching and being applied to touch screen
Data.
Memory 160 may include the storage medium of at least one type, and the storage medium includes flash memory, hard disk, more
Media card, card-type memory (for example, SD or DX memory etc.), random access storage device (RAM), static random-access storage
Device (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read only memory
(PROM), magnetic storage, disk, CD etc..Moreover, mobile terminal 100 can execute memory with by network connection
The network storage device of 160 store function cooperates.
The overall operation of the usually control mobile terminal of controller 180.For example, controller 180 executes and voice communication, data
Communication, video calling etc. relevant control and processing.In addition, controller 180 may include for reproducing (or playback) more matchmakers
The multi-media module 1810 of volume data, multi-media module 1810 can construct in controller 180, or can be structured as and control
Device 180 processed separates.Controller 180 can be with execution pattern identifying processing, by the handwriting input executed on the touchscreen or figure
Piece draws input and is identified as character or image.
Power supply unit 190 receives external power or internal power under the control of controller 180 and provides operation each member
Electric power appropriate needed for part and component.
Various embodiments described herein can be to use the calculating of such as computer software, hardware or any combination thereof
Machine readable medium is implemented.Hardware is implemented, embodiment described herein can be by using application-specific IC
(ASIC), digital signal processor (DSP), digital signal processing device (DSPD), programmable logic device (PLD), scene can
Programming gate array (FPGA), controller, microcontroller, microprocessor, is designed to execute function described herein processor
At least one of electronic unit is implemented, and in some cases, such embodiment can be implemented in controller 180.
For software implementation, the embodiment of such as process or function can with allow to execute the individual of at least one functions or operations
Software module is implemented.Software code can by the software application (or program) write with any programming language appropriate Lai
Implement, software code can store in memory 160 and be executed by controller 180.
So far, mobile terminal is described according to its function.In the following, for the sake of brevity, will description such as folded form,
Slide type mobile terminal in various types of mobile terminals of board-type, oscillating-type, slide type mobile terminal etc., which is used as, to be shown
Example.Therefore, the present invention can be applied to any kind of mobile terminal, and be not limited to slide type mobile terminal.
Mobile terminal 100 as shown in Figure 1 may be constructed such that using via frame or grouping send data it is all if any
Line and wireless communication system and satellite-based communication system operate.
Referring now to Fig. 2 description communication system that wherein mobile terminal according to the present invention can operate.
Different air interface and/or physical layer can be used in such communication system.For example, used by communication system
Air interface includes such as frequency division multiple access (FDMA), time division multiple acess (TDMA), CDMA (CDMA) and universal mobile communications system
System (UMTS) (particularly, long term evolution (LTE)), global system for mobile communications (GSM) etc..As non-limiting example, under
The description in face is related to cdma communication system, but such introduction is equally applicable to other types of system.
With reference to Fig. 2, cdma wireless communication system may include multiple mobile terminals 100, multiple base stations (BS) 270, base station
Controller (BSC) 275 and mobile switching centre (MSC) 280.MSC280 is configured to and Public Switched Telephony Network (PSTN)
290 form interface.MSC280 is also structured to form interface with the BSC275 that can be couple to base station 270 via back haul link.
Back haul link can be constructed according to any in several known interfaces, and the interface includes such as E1/T1, ATM, IP,
PPP, frame relay, HDSL, ADSL or xDSL.It will be appreciated that system may include multiple BSC2750 as shown in Figure 2.
Each BS270 can service one or more subregions (or region), by multidirectional antenna or the day of direction specific direction
Each subregion of line covering is radially far from BS270.Alternatively, each subregion can be by two or more for diversity reception
Antenna covering.Each BS270, which may be constructed such that, supports multiple frequency distribution, and the distribution of each frequency has specific frequency spectrum
(for example, 1.25MHz, 5MHz etc.).
What subregion and frequency were distributed, which intersects, can be referred to as CDMA Channel.BS270 can also be referred to as base station transceiver
System (BTS) or other equivalent terms.In this case, term " base station " can be used for broadly indicating single
BSC275 and at least one BS270.Base station can also be referred to as " cellular station ".Alternatively, each subregion of specific BS270 can be claimed
For multiple cellular stations.
As shown in Figure 2, broadcast singal is sent to the mobile terminal operated in system by broadcsting transmitter (BT) 295
100.Broadcasting reception module 111 as shown in Figure 1 is arranged at mobile terminal 100 to receive the broadcast sent by BT295
Signal.In fig. 2 it is shown that several global positioning system (GPS) satellites 300.The help of satellite 300 positions multiple mobile terminals
At least one of 100.
In Fig. 2, multiple satellites 300 are depicted, it is understood that, it is useful to can use any number of satellite acquisition
Location information.GPS module 115 as shown in Figure 1 is generally configured to cooperate with satellite 300 to obtain desired positioning
Information.It substitutes GPS tracking technique or except GPS tracking technique, its that can track the position of mobile terminal can be used
Its technology.In addition, at least one 300 property of can choose of GPS satellite or extraly processing satellite dmb transmission.
As a typical operation of wireless communication system, BS270 receives the reverse link from various mobile terminals 100
Signal.Mobile terminal 100 usually participates in call, information receiving and transmitting and other types of communication.Certain base station 270 is received each anti-
It is handled in specific BS270 to link signal.The data of acquisition are forwarded to relevant BSC275.BSC provides call
The mobile management function of resource allocation and the coordination including the soft switching process between BS270.The number that BSC275 will also be received
According to MSC280 is routed to, the additional route service for forming interface with PSTN290 is provided.Similarly, PSTN290 with
MSC280 forms interface, and MSC and BSC275 form interface, and BSC275 controls BS270 correspondingly with by forward link signals
It is sent to mobile terminal 100.
Based on above-mentioned mobile terminal hardware configuration and communication system, each embodiment of the method for the present invention is proposed.
As shown in figure 3, first embodiment of the invention proposes that a kind of method for realizing Self-Service, this method are suitable for intelligence
Terminal, method flow include:
S310, when user dial specified number and enter wait in line state when, prompt the user to choose whether use from
Help feedback function；
If S320, the user select to use self-service feedback function, the current interface of the intelligent terminal is jumped into feedback
Interface, to prompt the user to input personal information and/or the problem of need to feed back；
S330, when the user confirms and submits the content of feedback interface typing, the content of the feedback interface typing is sent out
Give the corresponding customer service system of specified number.
Specifically, after step S330, this method can also include:
Terminate this call, and closes feedback interface.
In practical application, by the content of the feedback interface typing be sent to the corresponding customer service system of specified number it
Afterwards, which can issue contact staff for the content, the electricity filled in during idle time according to the content by contact staff
Talk about number proactive contact user.If user also fills in the problem of feedback, contact staff can also understand in advance before the call
The problem of user, improves working efficiency.
It should be noted that in order to accurately judge whether user enters queuing shape after having dialed specified number
State can preset specified number, and obtain the call flow of customer service system corresponding with the specified number.Specifically
, speech recognition can be carried out, relevant information is obtained by the voice in phone, so that the call flow of customer service system is obtained,
It can also be configured in other way, for example access the related web site of customer service system or call flow is being understood by user
When manual setting etc..
In a preferred scheme, step S310 is prompted the user to choose whether using self-service feedback function, comprising:
Prompt window is popped up on the intelligent terminal, is prompted the user to choose whether using self-service feedback function.
In a preferred scheme, step S320 should when the current interface of the intelligent terminal is jumped to feedback interface
Method further include:
Obtain the telephone number and its type, equipment mark code (International Mobile of the intelligent terminal
Equipment Identity, IMEI), phone number registration, in the time at least one of；
Judge whether the user is registration user according to the information (such as telephone number, IMEI) of acquisition；
If the user is registration user, the personal information filled in when obtaining the user's registration；
The personal information of the Auto-writing user in the feedback interface.
In practical application, registration user can refer to the registration user of the intelligent terminal, for example, if this method is at some
It is realized on brand mobile phone, then registration user then refers to the registration user of the brand mobile phone.The personal information of user includes note
The information such as telephone number, name, the identity card filled in when volume.
In a preferred scheme, before executing step S310, this method further include:
After the user dials specified number, judge whether the user has input the instruction of manual service twice in succession；
If the user has input the instruction of manual service twice in succession, it is determined that the user, which enters, waits in line state.
Specifically, when having dialed operator or specified service calls with user (No. 10000 of such as China Telecom or certain
The Service Phone etc. of a product), after user has dialed service calls, the instruction for connecting manual service is inputted in any stage
When (such as pressing digital " 0 " key) enters manual service, the number of the available user's dial-out of system.If it is determined that for operator or certain
When a little specific service calls, if user continuously has input the instruction (such as 1008600) of manual service twice, it is judged as use
Family is waiting, and can pop up prompt window at this time, and user is prompted to use automatic feedback function.
It, can also be with it should be noted that the technical solution of the present embodiment can be achieved by a functional APP
The customer acceptance center module being integrated into existing mobile phone terminal is realized.
The method of the realization Self-Service of the present embodiment can dial specified number and enter and wait in line shape in user
It when state, prompts the user to choose whether using self-service feedback function, and when user uses feedback function, obtains the personal letter of user
The problem of ceasing and/or need to feeding back, and the corresponding customer service system of specified number is sent it to, therefore user is without continuing to arrange
Team, but directly contact the user when idle later by contact staff and link up, not only save the waiting of user
Time and cost of the phone call, and the working efficiency of contact staff is improved, improve user experience.
The present invention is on the basis of the above embodiments, it is further provided a method of realize Self-Service.This implementation
Example is illustrated this method, it is assumed that on the intelligent terminal for realizing Self-Service on the intelligent terminal in Nubia
Pre-set telecommunications, movement etc. operators or the customer service number often dialed of certain specific users, and obtain pair
The call flow answered.Referring to Fig. 4, method flow includes:
S410, when user makes a phone call, obtain user broadcast telephone number.
S420, judge whether the telephone number is pre-set customer service number, if so, executing step S430.
S430, judge whether user has input the instruction of manual service twice in succession, if so, executing step S440.
For example, user has dialed after the customer service number 10086 of mobile communication, switching manual service is being had input for the first time
Instruction after, another has input the instruction of switching manual service, then judges that user enters and be lined up the state that waits for.
S440, pop-up prompt window, prompt the user to choose whether to select self-service feedback function, if user has selected using certainly
Feedback function is helped, step S441 is executed, otherwise, executes step S450.
Specifically, the prompt window can be shown by the way of as shown in Figure 5.
S441, call interface is jumped into feedback interface.
The feedback interface is as shown in fig. 6, the problem of user can select feedback directly in interface type or input
Specific problem description.
S442, with obtaining the telephone number of intelligent terminal, number registration and the information such as type, equipment mark code, and will
It is filled up in feedback interface.
S443, judge whether the user of the intelligent terminal has registered according to the telephone number or equipment mark code of acquisition and exert ratio
Sub- account, if so, executing step S444.
S444, the personal information filled in when obtaining the user's registration, and the personal information that will acquire is filled up to feedback interface
In.
It should be noted that if the unregistered Nubia account of user, needs to fill in personal information manually, in Fig. 6
The information for needing to fill in is name and identity card.
S445, when the user clicks after " confirmation is submitted " key, the information of feedback interface is sent to the phone of dial-out
The corresponding customer service system of number.
When the customer service system receives the information of self-service feedback of user, which can be submitted to the terminal of contact staff
Equipment is handled during idle time by contact staff, i.e., contacts user according to the telephone number of user.
Contact staff no longer needs to inquire and input by the way of traditional user information (such as confirmation name, mobile phone, identity
4 etc. after card), it is only necessary to user's confirmation message, the time of inquiry, record, confirmation can be greatlyd save, while mobile phone is certainly
The dynamic content obtained is also centainly avoided that mistake.
On the other hand, the problem of user, can be shown in face of customer service at the very start, and customer service can be dialed in connection user
Simple once-over when phone, in this way can be more efficient than understanding again before it's totally ringing.
S446, pop-up Toast message notifying frame, prompt " consumers' opinions has fed back to customer service ", and dropped calls, jump back to
Desktop.
S450, prompt window is closed, and keeps conversing.
The method of the realization Self-Service of the present embodiment, when user waits customer service to respond, can automatically record the information of user
And customer service system is fed back to, to allow contact staff to check information during idle time and exchange with user, therefore user is without continuing
Be lined up, but directly contact the user when idle later by contact staff and link up, not only save user etc.
To time and cost of the phone call, and the working efficiency of contact staff is improved, improves user experience.
The embodiment of the present invention three further provides for a kind of device for realizing Self-Service, which is suitable for intelligent terminal.
Referring to Fig. 7, the device includes:
Prompt unit 710 prompts user to select for dialing specified number in user and into when waiting in line state
Whether self-service feedback function is used；
Information acquisition unit 720 is used for when the user selects using self-service feedback function, by the current of the intelligent terminal
Interface jumps to feedback interface, to prompt the user to input personal information and/or the problem of need to feed back；
Transmission unit 730, for when the user confirms and submits the content of feedback interface typing, which to be recorded
The content entered is sent to the corresponding customer service system of specified number.
In a preferred scheme, which pops up prompt window on the intelligent terminal, prompts user
It chooses whether using self-service feedback function.
In a preferred scheme, the information acquisition unit 720, comprising:
First obtains module, for obtaining the telephone number and its type, equipment mark code, phone number of the intelligent terminal
Code registered place, in the time at least one of；
Judgment module, the information for being obtained according to the first acquisition module 721 judge whether the user is registration user；
Second obtains module, for being registration user, the personal information filled in when obtaining the user's registration in the user；
Information solicitation module, the personal information for the Auto-writing user in the feedback interface.
In a preferred scheme, the device further include:
Judging unit 740 judges whether the user has input twice in succession after dialing specified number in the user
The instruction of manual service, and when the user has input the instruction of manual service twice in succession, determine that the user enters queuing
Wait state.
In practical application, which is additionally provided with acquisition module, the telephone number dialed for obtaining user, with
Just judge whether the telephone number is specified number.
In a preferred scheme, the device further include:
Preset unit 750, the call for the preset specified number and the corresponding customer service system of specified number
Process.
Specifically, preset unit 750 can carry out speech recognition, obtain relevant information by the voice in phone, thus
The call flow for obtaining customer service system, can also be configured in other way, such as the associated nets of access customer service system
Stand or by user when understanding call flow manual setting etc..
The device of the realization Self-Service of the present embodiment can dial specified number and enter and wait in line shape in user
It when state, prompts the user to choose whether using self-service feedback function, and when user uses feedback function, obtains the personal letter of user
The problem of ceasing and/or need to feeding back, and the corresponding customer service system of specified number is sent it to, therefore user is without continuing to arrange
Team, but directly contact the user when idle later by contact staff and link up, not only save the waiting of user
Time and cost of the phone call, and the working efficiency of contact staff is improved, improve user experience.
It should be noted that, in this document, the terms "include", "comprise" or its any other variant are intended to non-row
His property includes, so that the process, method, article or the device that include a series of elements not only include those elements, and
And further include other elements that are not explicitly listed, or further include for this process, method, article or device institute it is intrinsic
Element.In the absence of more restrictions, the element limited by sentence " including one ... ", it is not excluded that including
There is also other identical elements in the process, method of the element, article or device.
The serial number of the above embodiments of the invention is only for description, does not represent the advantages or disadvantages of the embodiments.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can be realized by means of software and necessary general hardware platform, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on this understanding, technical solution of the present invention substantially in other words does the prior art
The part contributed out can be embodied in the form of software products, which is stored in a storage medium
In (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that a terminal device (can be mobile phone, computer, clothes
Business device, air conditioner or the network equipment etc.) execute method described in each embodiment of the present invention.
The above is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (6)
1. a kind of method for realizing Self-Service is suitable for intelligent terminal, which is characterized in that the method includes the steps:
The call flow of preset specified number and the corresponding customer service system of the specified number；
When user dials the specified number and state is waited in line in entrance, reminding window is popped up on the intelligent terminal
Mouthful, it prompts the user to choose whether using self-service feedback function；
If the user selects to use self-service feedback function, the current interface of the intelligent terminal is jumped into feedback interface,
The problem of to prompt the user to input personal information and/or need to feed back；
When the user confirms and submits the content of feedback interface typing, the content of the feedback interface typing is sent to institute
State the corresponding customer service system of specified number.
2. the method according to claim 1, wherein the current interface by the intelligent terminal jumps to instead
When presenting interface, the method also includes:
With obtaining telephone number and its type, equipment mark code, the phone number registration of the intelligent terminal, in the time extremely
One item missing；
Judge whether the user is registration user according to the information of acquisition；
If the user is registration user, the personal information filled in when obtaining the user's registration；
The personal information of user described in Auto-writing in the feedback interface.
3. method according to claim 1 or 2, which is characterized in that described to prompt the user to choose whether using self-service feedback
Before function, the method also includes:
After the user dials specified number, judge whether the user has input the instruction of manual service twice in succession；
If the user has input the instruction of manual service twice in succession, it is determined that the user, which enters, waits in line state.
4. a kind of device for realizing Self-Service, it is suitable for intelligent terminal, which is characterized in that described device includes:
Preset unit, for preset specified number and the call flow of the corresponding customer service system of the specified number；
Prompt unit, for user dial the specified number and enter wait in line state when, in the intelligent terminal
Upper pop-up prompt window, prompts the user to choose whether using self-service feedback function；
Information acquisition unit, for when the user selects using self-service feedback function, the intelligent terminal to be worked as prezone
Face jumps to feedback interface, the problem of to prompt the user to input personal information and/or need to feed back；
Transmission unit, for when the user confirms and submits the content of feedback interface typing, by the feedback interface typing
Content be sent to the corresponding customer service system of the specified number.
5. device according to claim 4, which is characterized in that the information acquisition unit, comprising:
First obtains module, for obtaining the telephone number and its type, equipment mark code, telephone number of the intelligent terminal
Registered place, in the time at least one of；
Judging unit, the information for being obtained according to the first acquisition module judge whether the user is registration user；
Second obtains module, for being registration user, the personal information filled in when obtaining the user's registration in the user；
Information solicitation module, the personal information for user described in the Auto-writing in the feedback interface.
6. device according to claim 4 or 5, which is characterized in that described device further include:
Judging unit judges whether the user has input people twice in succession after dialing specified number in the user
The instruction of work clothes business, and when the user has input the instruction of manual service twice in succession, determine that the user enters row
Team's wait state.
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| CN107071193B (en) * | 2016-11-28 | 2020-05-29 | 阿里巴巴集团控股有限公司 | Method and device for accessing interactive response system to user |
| CN107277285A (en) * | 2017-08-03 | 2017-10-20 | 武汉远众科技有限公司 | A kind of automatic case report method based on phone |
| US20210250438A1 (en) * | 2018-06-29 | 2021-08-12 | Google Llc | Graphical User Interface for a Voice Response System |
| CN109361824A (en) * | 2018-10-26 | 2019-02-19 | 温州博盈科技有限公司 | A kind of digitization customer service system |
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| CN103428377A (en) * | 2013-08-08 | 2013-12-04 | 郑圣培 | Visible IVR (Interactive Voice Response) implementation method and system |
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| US7027572B2 (en) * | 2001-08-30 | 2006-04-11 | Aspect Software, Inc. | System and method for associating interactive voice response unit data to a telephone call using automatic number identifiers |
| CN101170727A (en) * | 2007-11-20 | 2008-04-30 | ***通信集团广东有限公司 | A method and system for interactive voice response and text synchronized push |
| CN103957332A (en) * | 2014-05-19 | 2014-07-30 | 上海尚景信息技术有限公司 | Call queuing timeout waiting method |
| CN104320550B (en) * | 2014-11-21 | 2017-09-22 | 陈宗兵 | A kind of intelligent terminal calls the method and system of aid prompting interface response |
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| CN101686285A (en) * | 2008-09-25 | 2010-03-31 | 中兴通讯股份有限公司 | Method for user to leave message when customer service system agents are all busy |
| CN103428377A (en) * | 2013-08-08 | 2013-12-04 | 郑圣培 | Visible IVR (Interactive Voice Response) implementation method and system |
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