CN106487641A - A kind of method and apparatus for realizing online customer service - Google Patents
A kind of method and apparatus for realizing online customer service Download PDFInfo
- Publication number
- CN106487641A CN106487641A CN201510531963.9A CN201510531963A CN106487641A CN 106487641 A CN106487641 A CN 106487641A CN 201510531963 A CN201510531963 A CN 201510531963A CN 106487641 A CN106487641 A CN 106487641A
- Authority
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- China
- Prior art keywords
- service
- contact staff
- request information
- call requests
- access
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- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/07—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail characterised by the inclusion of specific contents
- H04L51/10—Multimedia information
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/214—Monitoring or handling of messages using selective forwarding
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- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of method and apparatus for realizing online customer service, including：The service call requests or service request information sent from user are received by core net；In corresponding relation between the service Number for access for pre-setting and contact staff's number, service call requests or the corresponding contact staff's number of the service Number for access in service request information is found；Service call requests are transferred to the contact staff's number for finding by core net；Or service request information is sent to the contact staff's number for finding by core net.This invention ensures that contact staff provides the user service whenever and wherever possible, and appoint and service need not be provided the user by special contact staff, so as to improve the Experience Degree of user.
Description
Technical field
The present invention relates to the communications field, espespecially a kind of method and apparatus for realizing online customer service.
Background technology
Converged communication (RCS, Rich Communication Suite) be exactly original in mobile terminal
" call ", " message ", " contact person " these three main entrances, from the aspect of operator directly with
Mobile phone is integrated, and is changed into new call, new information, new contact.RCS is the information communication skill of Internet
Art (ICT, Information Communication Technology) converged communication business, it is different from
Interconnecting for network level, is that the application that people-oriented merges and collaboration, is higher level reason
Read the business merged with communication and information technology (IT, Information Technology) of new generation.
As RCS system itself has the feature of high bandwidth, Rich Media, RCS terminal need not be pacified again
Dress other application, you can support audio/video call, message can also support word, picture, audio frequency, video
Deng media form, it is that user's exchange provides more rich mode.
The existing method for realizing online customer service is generally comprised：
The service call requests or service request information sent by core net from user are received, is use
Contact staff is distributed at family, and service call requests are passed through interconnected fidonetFido (IP, Internet Protocol)
Network switch is to the contact staff of distribution, or service request information is sent to distribution by Internal IP Network
Contact staff.
In the existing method for realizing online customer service, need by Internal IP Network to be use due to contact staff
Family provides service, and therefore, contact staff cannot provide the user service whenever and wherever possible, and need by special
The contact staff of door provides the user service, so as to reduce the Experience Degree of user.
Content of the invention
In order to solve the above problems, the present invention proposes a kind of method and apparatus for realizing online customer service, energy
Enough ensure that contact staff provides the user service whenever and wherever possible, and by special contact staff need not be
User provides service, so as to improve the Experience Degree of user.
In order to achieve the above object, the present invention proposes a kind of method for realizing online customer service, pre-sets
Corresponding relation between service Number for access and contact staff's number, the method include：
The service call requests or service request information sent from user are received by core net；
Service call requests are found in corresponding relation or the service Number for access in service request information is corresponded to
Contact staff's number, service call requests are transferred to the contact staff's number for finding by core net；
Or service request information is sent to the contact staff's number for finding by core net.
Further, also include in the corresponding relation：Indicate whether online information and indicate whether to hurry
Commonplace state；
Described service call requests or the service Number for access in service request information is found in corresponding relation
Corresponding contact staff's number includes：
The service call requests or the clothes in the service request information are found in the corresponding relation
Business Number for access is corresponding online and indicates whether that busy state is idle contact staff's number；
Described service call requests are also wrapped after core net is transferred to the contact staff's number for finding
Include：
To indicate whether that busy state is set to busy by corresponding for the contact staff's number for finding.
Further, when judging the calling between the user and the contact staff's number for finding
During end of conversation, the method also includes：
Indicate whether that busy state is set to the free time by corresponding for the contact staff's number for finding.
Further, when searching in the corresponding relation less than the service call requests or the service
Service Number for access in request message is corresponding online and indicates whether that busy state is idle customer service people
During member's number, the method also includes：
The service call requests are transferred to any one of service call requests by the core net
In the corresponding online contact staff of service Number for access；Or the service request information is passed through the core
The corresponding online customer service people of service Number for access that heart net is sent in any one of service request information
Member.
Further, the service call requests are audio call or video call.
Further, the service request information includes any one or more following：Word, picture,
Audio frequency, video.
The invention allows for a kind of device for realizing online customer service, at least includes：
Presetting module, for pre-setting the corresponding relation between service Number for access and contact staff's number；
Receiver module, for receiving the service call requests sent from user or service by core net
Request message；
Searching modul, for finding in service call requests or service request information in corresponding relation
The corresponding contact staff's number of service Number for access, sends the first notification message to switching/forwarding module；
Switching/forwarding module, for receiving the first notification message, service call requests is passed through core net
Transfer to the contact staff's number for finding；Or service request information is sent to by core net finds
Contact staff's number.
Further, the presetting module specifically for：
Service Number for access, contact staff's number is pre-set, is indicated whether online information and indicates whether
Corresponding relation between busy state；
The searching modul specifically for：
The service call requests or the clothes in the service request information are found in the corresponding relation
Business Number for access is corresponding online and indicates whether that busy state is idle contact staff's number, to described
Switching/forwarding module sends first notification message；
Switching/the forwarding module specifically for：
Receive first notification message, by the service call requests by the core net transfer to
The contact staff's number for finding, and corresponding for the contact staff's number for finding expression is
No busy state is set to busy；Or the service request information is sent to institute by the core net
State the contact staff's number for finding.
Further, the switching/forwarding module is additionally operable to：
Judge that the call conversation between the user and the contact staff's number for finding terminates, will
The contact staff's number for finding is corresponding to indicate whether that busy state is set to the free time.
Further, the switching/forwarding module is additionally operable to：
Search in the corresponding relation less than in the service call requests or the service request information
Service Number for access is corresponding online and indicates whether that busy state is idle contact staff's number, by institute
State service call requests to transfer to the service in any one of service call requests by the core net
The corresponding online contact staff of Number for access；Or the service request information is sent by the core net
To the corresponding online contact staff of service Number for access in any one of service request information.
Compared with prior art, technical scheme includes：Receive from user by core net
The service call requests of transmission or service request information；In the service Number for access for pre-setting and contact staff
In corresponding relation between number, find service call requests or the service in service request information is accessed
Number corresponding contact staff's number；Service call requests are transferred to the customer service people for finding by core net
Member's number；Or service request information is sent to the contact staff's number for finding by core net.Pass through
The solution of the present invention, pre-set service Number for access and contact staff's number between corresponding relation, with
When family is initiated service call requests or sends service request information, service call requests are turned by core net
Corresponding contact staff's number is connected to, or service request information is sent to corresponding customer service by core net
Personnel numbers, due to any user, anywhere can be connect by core net access service at any time
The number of entering, therefore ensure that contact staff provides the user service whenever and wherever possible, and any one user is
Service can be provided for other users, without providing the user service by special contact staff, from
And improve the Experience Degree of user.
Description of the drawings
Below the accompanying drawing in the embodiment of the present invention is illustrated, the accompanying drawing in embodiment be for this
Bright further understands, and is used for explaining the present invention, does not constitute and protect model to the present invention together with specification
The restriction that encloses.
The flow chart that Fig. 1 realizes the method for online customer service for the present invention；
Fig. 2 realizes the structure composition schematic diagram of the device of online customer service for the present invention.
Specific embodiment
For the ease of the understanding of those skilled in the art, below in conjunction with the accompanying drawings the present invention is further retouched
State, can not be used for limiting the scope of the invention.It should be noted that in the case of not conflicting,
The various modes in embodiment and embodiment in the application can be mutually combined.
Referring to Fig. 1, the present invention proposes a kind of method for realizing online customer service, pre-sets service and accesses
Number and the corresponding relation between contact staff's number.
Wherein, contact staff's number can be phone number of contact staff etc..
Wherein, comprising online information is indicated whether and busy shape can also be indicated whether in corresponding relation
State.
Wherein it is possible to periodically obtain the corresponding online or off-line case of contact staff's number and update right
Indicating whether in online information in should being related to.For RCS system, RCS core net can be regular
Detection message is sent to the corresponding terminal of contact staff's number, if the corresponding terminal of contact staff's number is returned
The capabilities list of itself, then it represents that the corresponding terminal of contact staff's number is online, if contact staff's number pair
The terminal that answers returns errored response, then it represents that the corresponding terminal of contact staff's number is not online.
Wherein, indicate whether under original state that busy state all could be arranged to the free time.
The method includes：
Step 100, the service call requests or service request sent from user are received by core net
Message.
In this step, user can send service call requests by modes such as QQ, wechat or microwaves
Or service request information.
In this step, service call requests can be audio call or video call.
In this step, service request information includes but is not limited to any one or more following：Word,
Picture, audio frequency, video etc..
In this step, the service call requests or service request sent from user are received by core net
Message, can add service call requests or service request information in queue queue, then to queuing team
Service call requests or service request information in row are processed one by one.
Step 101, service call requests or the service in service request information is found in corresponding relation
The corresponding contact staff's number of Number for access, service call requests are transferred to the visitor for finding by core net
Take personnel numbers；Or service request information is sent to the contact staff's number for finding by core net.
In this step, after contact staff receives service request information, it would however also be possible to employ word, picture,
A kind of multiple in audio frequency, video etc. are replied.
In this step, service call requests or the service in service request information is found in corresponding relation
The corresponding contact staff's number of Number for access includes：Service call requests or service is found in corresponding relation
Service Number for access in request message is corresponding online and indicates whether that busy state is idle customer service people
Member's number.
Wherein, service call requests are found in corresponding relation or the service in service request information is accessed
Number corresponding online and indicate whether that busy state is that idle contact staff's number includes：
Each service call requests or the service request information in queue queue is found in corresponding relation
In service Number for access corresponding online and indicate whether that busy state is idle contact staff's number.
In this step, service call requests are transferred to the contact staff's number bag for finding by core net
Include：Contact staff's number that calling finds, and user is connected with the contact staff's number for finding.
Wherein, how the contact staff's number for finding specifically to be called, and by user and the customer service for finding
Personnel numbers connect the known technology for belonging to those skilled in the art, the protection being not intended to limit the present invention
Scope, is repeated no more here.
In this step, by service call requests after core net is transferred to the contact staff's number for finding
Also include：To indicate whether that busy state is set to busy by corresponding for the contact staff's number for finding.
In this step, specifically how service request information to be sent to by core net the customer service people for finding
Member's number belongs to the known technology of those skilled in the art, the protection domain being not intended to limit the present invention,
Here repeat no more.
In this step, when judging that the call conversation between user and contact staff's number for finding terminates
When, indicate whether that busy state is set to the free time by corresponding for the contact staff's number for finding.
Wherein it is possible to by home subscriber server (HSS, Home Subscriber from timing to core net
Server) equipment sends the query messages of user's communication state, according to the user's communication that HSS equipment is returned
State is judging whether the call conversation between user and contact staff's number for finding terminates.
In this step, when searching in corresponding relation less than in service call requests or service request information
Service Number for access is corresponding online and when to indicate whether busy state be idle contact staff's number, will
Service call requests are transferred by core net and are corresponded to the service Number for access in any one service call requests
Online contact staff；Or service request information is sent to any one service request by core net
The corresponding online contact staff of service Number for access in message.
When searching in corresponding relation less than the service Number for access in service call requests or service request information
Corresponding online and when to indicate whether busy state be idle contact staff's number, it is also possible to will service
Call request or service request information continue to wait in queue queue, and waited to user's transmission
Information, such as plays one section of voice " client personnel does, and just a moment,please, thanks ".
By the solution of the present invention, the corresponding pass between service Number for access and contact staff's number is pre-set
System, when user initiates service call requests or sends service request information, service call requests is passed through
Core net is transferred to corresponding contact staff's number, or service request information is sent to by core net right
The contact staff's number that answers, due to any user, anywhere can be connect by core net at any time
Enter and Number for access is serviced, therefore ensure that contact staff provides the user service whenever and wherever possible, and any one
Individual user can provide service for other users, without being provided the user by special contact staff
Service, so as to improve the Experience Degree of user.
Referring to Fig. 2, the invention allows for a kind of device for realizing online customer service, at least includes：
Presetting module, for pre-setting the corresponding relation between service Number for access and contact staff's number；
Receiver module, for receiving the service call requests sent from user or service by core net
Request message；
Searching modul, for finding in service call requests or service request information in corresponding relation
The corresponding contact staff's number of service Number for access, sends the first notification message to switching/forwarding module；
Switching/forwarding module, for receiving the first notification message, service call requests is passed through core net
Transfer to the contact staff's number for finding；Or service request information is sent to by core net finds
Contact staff's number.
Wherein, presetting module can be realized using memory, and receiver module can be using receiver come real
Existing, the program/instruction that the function of searching modul can be stored in memory by computing device is realized,
Can also be realized by firmware/logic circuit/integrated circuit, switching/forwarding module can adopt emitter come
Realize, the program/instruction that its function can also be stored in memory by computing device is realized, and also may be used
To be realized by firmware/logic circuit/integrated circuit.
In assembly of the invention, presetting module specifically for：
Service Number for access, contact staff's number is pre-set, is indicated whether online information and indicates whether
Corresponding relation between busy state；
Searching modul specifically for：
Service call requests are found in corresponding relation or the service Number for access in service request information is corresponded to
Online and indicate whether that busy state is idle contact staff's number, to the transmission of switching/forwarding module
First notification message；
Switching/forwarding module specifically for：
The first notification message is received, service call requests are transferred to finding by the core net
Contact staff's number, and indicate whether that busy state is arranged by corresponding for the contact staff's number for finding
For busy；Or service request information is sent to the contact staff's number for finding by core net.
In assembly of the invention, switching/forwarding module is additionally operable to：
Judge that the call conversation between user and contact staff's number for finding terminates, by found
Contact staff's number is corresponding to indicate whether that busy state is set to the free time.
In assembly of the invention, switching/forwarding module is additionally operable to：
Search in corresponding relation less than the service Number for access pair in service call requests or service request information
Answer online and indicate whether that busy state is idle contact staff's number, service call requests are led to
Cross core net to transfer online customer service people corresponding to the service Number for access in any one service call requests
Member；Or the service for being sent in any one service request information service request information by core net is connect
The corresponding online contact staff of the number of entering.
It should be noted that embodiment described above is for only for ease of those skilled in the art's understanding
, protection scope of the present invention is not limited to, in the premise of the inventive concept without departing from the present invention
Under, those skilled in the art the present invention is made any obvious replacement and improve etc. all
Within the protection domain of invention.
Claims (10)
1. a kind of method for realizing online customer service, it is characterised in that pre-set service Number for access and customer service
Corresponding relation between personnel numbers, the method include：
The service call requests or service request information sent from user are received by core net；
Service call requests are found in corresponding relation or the service Number for access in service request information is corresponded to
Contact staff's number, service call requests are transferred to the contact staff's number for finding by core net；
Or service request information is sent to the contact staff's number for finding by core net.
2. method according to claim 1, it is characterised in that also include in the corresponding relation：
Indicate whether online information and indicate whether busy state；
Described service call requests or the service Number for access in service request information is found in corresponding relation
Corresponding contact staff's number includes：
The service call requests or the clothes in the service request information are found in the corresponding relation
Business Number for access is corresponding online and indicates whether that busy state is idle contact staff's number；
Described service call requests are also wrapped after core net is transferred to the contact staff's number for finding
Include：
To indicate whether that busy state is set to busy by corresponding for the contact staff's number for finding.
3. method according to claim 2, it is characterised in that when judging the user and described
At the end of call conversation between the contact staff's number for finding, the method also includes：
Indicate whether that busy state is set to the free time by corresponding for the contact staff's number for finding.
4. method according to claim 2, it is characterised in that when searching in the corresponding relation
Online and table corresponding less than the service Number for access in the service call requests or the service request information
When showing that whether busy state is idle contact staff's number, the method also includes：
The service call requests are transferred to any one of service call requests by the core net
In the corresponding online contact staff of service Number for access；Or the service request information is passed through the core
The corresponding online customer service people of service Number for access that heart net is sent in any one of service request information
Member.
5. the method according to claim 1 or 2 or 3 or 4, it is characterised in that the service is exhaled
Request is cried for audio call or video call.
6. the method according to claim 1 or 2 or 3 or 4, it is characterised in that the service please
Message is asked to include any one or more following：Word, picture, audio frequency, video.
7. a kind of device for realizing online customer service, it is characterised in that at least include：
Presetting module, for pre-setting the corresponding relation between service Number for access and contact staff's number；
Receiver module, for receiving the service call requests sent from user or service by core net
Request message；
Searching modul, for finding in service call requests or service request information in corresponding relation
The corresponding contact staff's number of service Number for access, sends the first notification message to switching/forwarding module；
Switching/forwarding module, for receiving the first notification message, service call requests is passed through core net
Transfer to the contact staff's number for finding；Or service request information is sent to by core net finds
Contact staff's number.
8. device according to claim 7, it is characterised in that the presetting module specifically for：
Service Number for access, contact staff's number is pre-set, is indicated whether online information and indicates whether
Corresponding relation between busy state；
The searching modul specifically for：
The service call requests or the clothes in the service request information are found in the corresponding relation
Business Number for access is corresponding online and indicates whether that busy state is idle contact staff's number, to described
Switching/forwarding module sends first notification message；
Switching/the forwarding module specifically for：
Receive first notification message, by the service call requests by the core net transfer to
The contact staff's number for finding, and corresponding for the contact staff's number for finding expression is
No busy state is set to busy；Or the service request information is sent to institute by the core net
State the contact staff's number for finding.
9. device according to claim 8, it is characterised in that the switching/forwarding module is also used
In：
Judge that the call conversation between the user and the contact staff's number for finding terminates, will
The contact staff's number for finding is corresponding to indicate whether that busy state is set to the free time.
10. device according to claim 8, it is characterised in that the switching/forwarding module is also used
In：
Search in the corresponding relation less than in the service call requests or the service request information
Service Number for access is corresponding online and indicates whether that busy state is idle contact staff's number, by institute
State service call requests to transfer to the service in any one of service call requests by the core net
The corresponding online contact staff of Number for access；Or the service request information is sent by the core net
To the corresponding online contact staff of service Number for access in any one of service request information.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510531963.9A CN106487641A (en) | 2015-08-26 | 2015-08-26 | A kind of method and apparatus for realizing online customer service |
| PCT/CN2016/078853 WO2016180121A1 (en) | 2015-08-26 | 2016-04-08 | Method and device realizing online customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510531963.9A CN106487641A (en) | 2015-08-26 | 2015-08-26 | A kind of method and apparatus for realizing online customer service |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106487641A true CN106487641A (en) | 2017-03-08 |
Family
ID=57248712
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510531963.9A Pending CN106487641A (en) | 2015-08-26 | 2015-08-26 | A kind of method and apparatus for realizing online customer service |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN106487641A (en) |
| WO (1) | WO2016180121A1 (en) |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109769006A (en) * | 2017-11-09 | 2019-05-17 | 百度在线网络技术（北京）有限公司 | Trusteeship service method, platform, equipment and the readable medium of online customer service |
| CN109788147A (en) * | 2017-11-15 | 2019-05-21 | 华创车电技术中心股份有限公司 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
| CN110033234A (en) * | 2019-04-02 | 2019-07-19 | 广州中天云科技有限公司 | A kind of real-time educational communication management method and system based on cloud service |
| CN111831921A (en) * | 2019-04-16 | 2020-10-27 | 阿里巴巴集团控股有限公司 | Information cooperative processing method, device and system |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111695021A (en) * | 2020-06-28 | 2020-09-22 | 中国银行股份有限公司 | Customer service knowledge query method and system based on mobile calling |
| CN112291497B (en) * | 2020-10-28 | 2023-04-07 | 上海赛连信息科技有限公司 | Intelligent video customer service access method and device |
| CN112751977A (en) * | 2020-12-17 | 2021-05-04 | 青岛地铁集团有限公司运营分公司 | Call processing method, device, system and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7844500B2 (en) * | 2005-11-18 | 2010-11-30 | Manhattan Bridge Capital, Inc. | Method for matching vendors with consumers |
| CN100562045C (en) * | 2007-06-26 | 2009-11-18 | 中兴通讯股份有限公司 | Virtual call center system and virtual call method |
| CN103024217B (en) * | 2011-09-23 | 2016-04-13 | 中兴通讯股份有限公司 | A kind of method and customer service system realizing customer service |
| CN103067620B (en) * | 2011-10-21 | 2018-05-04 | 中兴通讯股份有限公司 | The implementation method and device of customer service |
| CN104243730A (en) * | 2013-06-24 | 2014-12-24 | 中兴通讯股份有限公司 | Telephone call access processing method and device and call center |
| CN103813036B (en) * | 2014-02-21 | 2015-01-14 | 广东绿瘦健康信息咨询有限公司 | Communication connection allocation method and system thereof |
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2015
- 2015-08-26 CN CN201510531963.9A patent/CN106487641A/en active Pending
-
2016
- 2016-04-08 WO PCT/CN2016/078853 patent/WO2016180121A1/en active Application Filing
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109769006A (en) * | 2017-11-09 | 2019-05-17 | 百度在线网络技术（北京）有限公司 | Trusteeship service method, platform, equipment and the readable medium of online customer service |
| CN109788147A (en) * | 2017-11-15 | 2019-05-21 | 华创车电技术中心股份有限公司 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
| CN110033234A (en) * | 2019-04-02 | 2019-07-19 | 广州中天云科技有限公司 | A kind of real-time educational communication management method and system based on cloud service |
| CN111831921A (en) * | 2019-04-16 | 2020-10-27 | 阿里巴巴集团控股有限公司 | Information cooperative processing method, device and system |
| CN111831921B (en) * | 2019-04-16 | 2024-04-12 | 阿里巴巴集团控股有限公司 | Information collaborative processing method, device and system |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2016180121A1 (en) | 2016-11-17 |
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Application publication date: 20170308 |