CN100596122C - Self-help service system and method based on instant communication device - Google Patents
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Abstract
The self-help service system includes user access layer module, service interface layer module, and data layer module. The user access layer module is in use for responding user request of instant communication device, allocating session, validating validity, and preprocessing commands. The service interface layer module is in use for implementing charging, interface of bushiness account, short message interface, and interface of value added service platform. The data layer module is in use for building data warehouse, recording relevant service data etc. comparing with service operation on network based on WEB, the system is easy of use, and intuitive effect. Telephone and short message services are lack of processing capability for relative complex service flow. The invention finds out better balancing point between simple operation and complex function. Moreover, client end has no need to additional payment, and use-cost of user is low.
Description
Technical field
The present invention relates to the customer service system in the communication system, relate in particular to a kind of self-help serving system and method based on immediate communication device.
Background technology
At present, the customer service of telecom operators taked entity business hall manual service, telephone service, short message service bar none, based on modal several means such as online service of WEB.A large amount of infrastructure need be dropped in the entity business hall, though effective relatively input cost is higher, and distributes and seems comparatively concentrated, and generality is not enough; Liaison mode mostly is interactive voice response (IVR) mode, for complicated service flow process comparatively, is unfavorable for promoting to the user; The service of short message mode, to the number of appointment and obtain responding and obtain service, relatively low by client's sending short message by mobile phone with client's interactivity; Online service based on WEB is the service form of progressively promoting in recent years, also be to adopt and the most close Internet technology of the present invention, the loaded information amount is big, abundant expression forms, but owing to be subjected to the restriction of WEB technology itself, execution speed is relatively slow, and information redundant in the Network Transmission is more, causes the load of equipment bigger.
Immediate communication device comprises MSN Messenger, QQ, POPO, Skype, Gtalk etc.Briefly introduce the operation principle of MSN Messenger below.MSN Messenger agreement is based upon on the TCP/IP.Except file transfer and voice-enabled chat are that other all situation was all undertaken by server direct " point-to-point " communicated by letter.Therefore, connecting MSN announcement server (NS) is the basis of setting up user interactive session.Client needs to keep and being connected of NS server always, and a lot of tasks will be finished in this session, comprises that the user logins, the change state, obtains user list, revises user profile, initiation chat, call accepted, mail notification, withdraws from or the like.And above-mentioned all operations are to be based upon login NS server, obtain on the basis of authentication.In the version of MSN Messenger below 6.0, system uses Hash (Hash) algorithms such as MD5 that user identity is authenticated simply.Redaction is afterwards brought into use a kind of TWN (Tweener) authentication mode, be connected to Microsoft's login authentication servers such as (Microsoft Passport) by SSL/Transport Layer Security (SSL/TLS), by means of Secure Hypertext Transfer Protocol (HTTPS) input number of the account and password, after authentication is passed through, just can obtain " admission ticket " (TICKET).
Can send ping message mutually between the server and client side, to detect the validity that connects.When message is initiated by client, service end is only simply replied, but when service end is initiated ping, can in message, send a string word string that is called 20 bit digital of Challenges, can not do simply after client is received and reply, but must be according to the series of algorithms of the Challenges that receives by similar MD5 message algorithm, obtain replying digital word string, this response message must be finished in 50 seconds after receiving ping message, and is overtime or reply that word string is incorrect all will to cause the interruption that connects.Because algorithm is relatively complicated, limited by length, just has been not described in detail herein.
There are shortcomings such as resource consumption is big, complicated operation, service logic design complexity at prior art, the present invention will be on the basis of existing immediate communication device, the specific utilization coefficient of hardware resource, the friendly and the aspects such as simplicity and service logic structural design of operation are improved, and solved technical problems such as immediate communication device login service, validity check and Interface design.
Summary of the invention
In order to solve above-mentioned technical problem, a kind of self-help serving system and method based on immediate communication device is provided, its purpose is, remedy the weak point in the customer service in the existing operation process, by the most popular interaction platform in the present whole world, improve interactivity with the client in the mode of question and answer, improve the response speed of service and the operational efficiency of unit hardware device, reduce the input of hardware cost.
The invention provides a kind of self-help service method, may further comprise the steps based on immediate communication device:
Registration step, the self-help serving system that is used for immediate communication device is accepted immediate communication device user's registration, and the self-help serving system of described immediate communication device comprises User Access Layer module, business interface layer module and data layer module;
Described immediate communication device user's request instruction treatment step, the self-help serving system that is used for described immediate communication device responds described immediate communication device user's request instruction.
Described registration step comprises:
Described immediate communication device user's request instruction treatment step comprises:
Step 301 responds described immediate communication device user's conversation request, and distributes a session for described immediate communication device user;
Step 302 is carried out authentication to described immediate communication device user;
Step 303 is to described immediate communication device user's request instruction preliminary treatment;
Step 304 is sent into corresponding interface with pretreated described immediate communication device user's request instruction according to classes of instructions;
Step 305 represents the result who feeds back to described immediate communication device user by session.
Described immediate communication device is MSN Messenger, POPO, QQ, Gtalk or Skype.
The invention provides a kind of self-help serving system, comprising: User Access Layer module, business interface layer module and data layer module based on immediate communication device;
Described User Access Layer module is used for described immediate communication device user conversation request responding, assign sessions, legitimate verification and instruction preliminary treatment;
Described business interface layer module is used for realizing charging, tent interface, short message interface and value-added service platform interface;
Described data layer module is used to set up data warehouse, and record and relevant business datum are for daily analysis and maintenance provide foundation.
Also comprise the Service Data Management center, be used to data analysis that the basis is provided.
Described User Access Layer module is the PC server.
The CPU of described PC server exists in the described PC server more than the 2G bit more than the 1.7G hertz.
Described business interface layer module comprises business datum interface and database server.
Described business datum interface comprises H2 interface, Short message Gateway Interface Protocol interface and Short Message Peer to Peer interface.
Described User Access Layer module comprises the date judge module, be used to judge date format whether compliant and date whether in the time period that allows inquiry.
Described data layer module comprises that unification writes submodule, is used for writing data to described Service Data Management center.
Described immediate communication device is MSN Messenger, POPO, QQ, Gtalk or Skype.
The present invention provides professional and relevant easily value-added service by self-service interactively access mode is provided for vast user, after existing entity business hall, phone business hall, SMS business hall and Enterprise Portal Website Development service, form flexible, simple another interaction platform, utilize the opening of the Internet, for operator expands the channel that contacts with the user, be useful the replenishing in the client of operator service system.The present invention adopts CLIENT, has improved the response speed of service, and has reduced the dependence to hardware device under square one, improves the operational efficiency of unit hardware device, reduces the input of hardware cost.The huge customers that immediate communication device has, the user can use the present invention on computers easily, is not subjected to the restriction in time and space.The opening of Internet and popularization to wider area extension, can cross the boundary of a country service, thereby remedy the coverage rate of entity business hall.The present invention is easy to use, effect is directly perceived, compares based on the online service of WEB simple to operately, easily grasps, the service that can remedy phone and note again is for relative deficiency than complicated service flow processing ability, found a preferable balance point between shirtsleeve operation and sophisticated functions provide.In addition, survey for client, need not any extra paying, customer using cost is also very low, is beneficial to popularization.
Description of drawings
Fig. 1 is the system construction drawing of MSN Self-Service robot;
Fig. 2 is a flow chart of opening MSN Self-Service robot;
Fig. 3 is for using the design sketch of MSN Self-Service robot.
Embodiment
Among the present invention, MSN Messenger self-help serving system is called for short MSN Self-Service robot.
MSN Self-Service robot among the present invention, constantly intercept client, it is the request of user MSNMessenger, can set up TCP when the user initiates to ask between user and robot connects, service processes receives that the user asks the back by the data that receive are resolved, judge whether input is reasonable, thereby operate accordingly.
For various information services are provided to the user, MSN Self-Service robot mutual by with business unit such as operator's data and business interface and comprehensive accounting system, value-added service platform, sms centers is to obtain corresponding service.In addition, in local system, the present invention has set up the Service Data Management center, for data analysis provides the basis.The Service Data Management center is actually the data center of whole system, and it has write down all data in the whole system running, has comprised running log, User Profile information, user's usage behavior and all service operation results.By the User Access Layer module, business interface layer module and system itself writes submodule by the data Layer unification and write related data in database, be convenient to the ruuning situation of system is monitored and followed the tracks of, and, play booster action to adjusting systemic-function and business to the analysis of user behavior.
Fig. 1 is MSN Self-Service robot system architecture figure.
Whole system is divided into User Access Layer module, business interface layer module and three parts of data layer module.The User Access Layer module mainly is responsible for response, assign sessions, checking legitimacy, the instruction preliminary treatment quadrinomial job of MSN Messenger client user conversation request.The User Access Layer module comprises the date judge module, is used to judge whether compliant of date format, and whether in the time period that allows inquiry.When the user initiates session request, can initiate transmission control protocol (TCP) connection request to the User Access Layer module of MSN robot, after the User Access Layer module is received this request, distributing corresponding system resources, for this user distributes a session, and time-out time is set, for example time-out time is 50 seconds.And then client is carried out authentication, legal users permits inserting, and connects otherwise will close conversation.After above-mentioned steps is all passed through, session will be waited for user's instruction, and preliminary treatment is carried out in instruction, guarantee to be submitted to the integrality and the legitimacy of User Access Layer module data; Business interface layer module mainly is deployed in the system backstage, relates to the comprehensive tent interface of operator, short message interface and value-added service platform interface, handles the request of tent class, the service of note class and the service of increment class respectively.The User Access Layer module can be sent into corresponding interface according to classes of instructions with pretreated instruction, and feedback result is represented to the user by session again; Data layer module is mainly set up corresponding data warehouse on the oracle database, record and relevant business datum are for daily analysis and maintenance provide foundation.
The method that whole system has adopted access and service to be separated when design, i.e. user's access provides module to separate with system service, and corresponding data are obtained in providing by business interface layer module of service, a User Access Layer module user oriented aspect.Do the expansion and the deployment that help system like this, during promptly newly-increased and change traffic item,, the user is inserted transparent fully as long as configuration corresponding instruction and interface just can be finished; Not only can shorten professional on-line time, and make things convenient for business development staff development and debugging work, operational trials and reaching the standard grade need not interrupted existing service, realize seamless between each business, substitute reposefully.
MSN Self-Service robot implements to be divided into the deployment of deployment of User Access Layer module and business interface layer module.The User Access Layer module adopts the corresponding independent service processes of each account number.This process is responsible for the login of affiliated account number and is responsible for providing response to terminal use's access, can dispose according to actual conditions, general recommendations in CPU frequency at the 1.7G hertz, PC (PC) the server deploy that internal memory 2G bit is above, this server requirement is furnished with the INTERNET public network address, and is static, dynamically all can.The deployment of business interface layer module comprises business datum interface and two parts of database server, the business datum interface section comprises the realization of H2 interface and Short message Gateway Interface Protocol (SGIP) interface and Short Message Peer to Peer (SMPP) interface, the deployment of database level mainly is to dispose on the oracle database, can be in independent server deploy, also can use coexistence with other, and according to actual needs, set up data warehouse, finish related service data statistics and analysis.The SGIP agreement is the interconnected standard agreement of a kind of short messaging gateway, mandatory standard when this agreement has been stipulated GSM and CDMA mobile phone user's transmission of operator and received short message adopts this agreement when communicating by letter between short messaging gateway and service provider (SP) and between the short messaging gateway.The SMPP agreement is the message conversion agreement of an opening, the data that it has defined the protocol Data Unit (PDUs) of sequence of operations and has exchanged between outside Short Message Entity (ESMS) application system and the short message service center (SMSC) when SMPP moves.SMPP is based on the request between SMSC and the ESMS and the exchange of response protocol data cell, and each SMPP operation all is made up of a request PDU and a corresponding response pdus, and this exchange is at TCP/IP or X.25 on the network connection.The H2 interface is the interface between a kind of relevant operation system.The H2 interface is the interface of communication between the relevant operation system with other of customer service system, here other relevant operation systems general reference business systems, account system and and be linked with application system of the outside unit of business contact such as bank, post office using or the like.This interface is followed soft project and is formulated the basic thought of consensus standard, in line with easy-to-use, the easy understanding of interface, the easy principle that exchanges, for the standardization, opening, autgmentability, the professional independence that realize customer service system are given security.
C net that the operatable object merchant of MSN Self-Service robot is all and/or G network users.The user only need just can enjoy the quick service that operator provides whenever and wherever possible by MSN Messenger by simple registration.Below in conjunction with accompanying drawing, be example with registration and bill inquiry, the present invention is described in further detail.
The user on the MSN Messenger with MSN self-help machine people (as zj10010@msn.com) behind the contact person who is added to oneself on the MSN, mode by interactive dialogue, register with phone number and service password, behind the system prompt authentication success, can open and enjoy various Self-Services easily.
When non-registered users after robot sends " phone number service password ", set up link between User Access Layer module and the user, Resources allocation, described resource is meant that mainly server end sets up session for the user, distribution process, memory source and and business interface between interface channel, and from instruction, obtain phone number and service password, judge whether phone number is legal, when legal and this user MSNMessenger account number is unregistered when this phone number, phone number and service password are delivered to business interface layer module, business interface layer module analysis instruction type, discovery is a register instruction, this phone number and user MSNMessenger account number are carried out related and distribute corresponding authority for account number, business interface layer module submitted to data layer module with all log-on messages, writes database by the data layer module unification.In the above data flow, unusual or mistake take place in any one link, all can oppositely send it back feedforward information step by step by this link, and finally inform the user.
Detailed opens flow process as shown in Figure 2.
The user adds MSN Self-Service robot 201 on MSN Messenger, input handset number and service password 202, check form whether correct 203, if it is correct, system's background authentication phone number and service password 204, otherwise execution in step 202, whether check system background authentication phone number and service password success 205, if success, then enter normal use flow process 208, whether surpass three times 206 otherwise check and verify phone number and service password, if above three times, then freezed account one day 207, otherwise execution in step 202.
In the above-mentioned steps, in the described step 204, if the User Access Layer module judges that the user is a non-registered users, the User Access Layer module will be assembled the service password query statement and be submitted this query statement to business interface layer module; In the described step 205, judge that whether checking successfully receive by the User Access Layer module that password that the true password of system and user after returning import compares and realize.
The needed service password of user applies MSN Self-Service robot can obtain by the number of transmission note to operator's appointment.
After the user enters normal use flow process, user input instruction zd 200606 or bill 200606, after the User Access Layer module receives request, connect, from data flow, obtain the instruction and days parameter, according to instruction type, call the date judge module and judge whether compliant of date format, whether allowing in the time period of inquiring about, after preliminary treatment is finished, effective information after separating is sent to business interface layer module, business interface layer module analysis instruction type, solicited message is encapsulated by the H2 interface specification again, send to billing and accounting system and wait for and to return by the H2 interface, return to business interface layer module by the H2 interface inquire the bill information on corresponding phone number and days when billing and accounting system after, business interface layer module represents standard according to operator's bill data encapsulated again, and returns to the user.In the above data flow, unusual or mistake take place in any one link, all can oppositely send it back feedforward information step by step by this link, and finally inform the user.Behind user input instruction zd 200606 or the bill 200606, if each link does not make a mistake, system feedback is given the user bill information that its mobile phone produces in June, 2006, requirement according to operator's bill information standard, separate service is sub-category to be represented to the user, its effect is shown in Figure 3, and MSN Self-Service robot returns the basic monthly rent of this user, local call, toll message, the roaming conversation, note, value-added service, special clothes, transfer account to take, the expense that charging items such as collection charges produce, preferential expense, the expense and the total expense of user of real button, total preferential expense and the total reality usefulness of deducting fees.
The user can pass through the mode with robot interactive, easily obtains the service that robot provides.For any input of user, MSN Self-Service robot can both give to reply timely, and the operation on backstage all is transparent concerning the user, and is just as chatting the acquaintance with oneself, simple, friendly, quick, stable.
Among the present invention, can do corresponding adjustment to service content according to actual needs.Insert the design principle of separating because system adopts, only need change directive code and corresponding interface, just can finish the change of service content, shortened reaching the standard grade the cycle of new business greatly with service.
Those skilled in the art can also carry out various modifications to above content under the condition that does not break away from the definite the spirit and scope of the present invention of claims.Therefore scope of the present invention is not limited in above explanation, but determine by the scope of claims.
Claims (9)
1, a kind of self-help service method based on immediate communication device, described immediate communication device is MSNMessenger, POPO, QQ, Gtalk or Skype, it is characterized in that, may further comprise the steps:
Registration step, the self-help serving system that is used for immediate communication device is accepted immediate communication device user's registration, and the self-help serving system of described immediate communication device comprises User Access Layer module, business interface layer module and data layer module;
Described immediate communication device user's request instruction treatment step, the self-help serving system that is used for described immediate communication device responds described immediate communication device user's request instruction;
Described User Access Layer module is used for described immediate communication device user conversation request responding, assign sessions, legitimate verification and instruction preliminary treatment;
Described business interface layer module is used for realizing charging, tent interface, short message interface and value-added service platform interface;
Described data layer module is used to set up data warehouse, and the business datum that record is relevant is for daily analysis and maintenance provide foundation;
Described registration step comprises:
Step 201, described immediate communication device user adds the account number of instant messaging self-help serving system on immediate communication device;
Step 202, described immediate communication device user input handset number and service password;
Step 203 is set up link between described User Access Layer module and the described immediate communication device user, Resources allocation, and from instruction, obtain phone number and service password, judge whether phone number is legal;
Step 204, described User Access Layer module is sent to described business interface layer module with described phone number and service password, described business interface layer module analysis instruction type, discovery is a register instruction, then described phone number and described immediate communication device user's account number is carried out relatedly, and distribute corresponding authority for described immediate communication device user's account number; Described business interface layer module submitted to data layer module with all log-on messages, writes database by the data layer module unification;
Described immediate communication device user's request instruction treatment step comprises:
Step 301 responds described immediate communication device user's conversation request, and distributes a session for described immediate communication device user;
Step 302 is carried out authentication to described immediate communication device user;
Step 303 is to described immediate communication device user's request instruction preliminary treatment;
Step 304 is sent into corresponding interface with pretreated described immediate communication device user's request instruction according to classes of instructions;
Step 305 represents the result who feeds back to described immediate communication device user by session.
2, a kind of self-help serving system of carrying out the self-help service method based on immediate communication device as claimed in claim 1 based on immediate communication device, described immediate communication device is MSN Messenger, POPO, QQ, Gtalk or Skype, it is characterized in that, comprising: User Access Layer module, business interface layer module and data layer module;
Described User Access Layer module is used for described immediate communication device user conversation request responding, assign sessions, legitimate verification and instruction preliminary treatment;
Described business interface layer module is used for realizing charging, tent interface, short message interface and value-added service platform interface;
Described data layer module is used to set up data warehouse, and the business datum that record is relevant is for daily analysis and maintenance provide foundation.
3, the self-help serving system based on immediate communication device as claimed in claim 2 is characterized in that, also comprises the Service Data Management center, is used to data analysis that the basis is provided.
4, the self-help serving system based on immediate communication device as claimed in claim 2 is characterized in that, described User Access Layer module is the PC server.
5, the self-help serving system based on immediate communication device as claimed in claim 4 is characterized in that, the CPU of described PC server exists in the described PC server more than the 2G bit more than the 1.7G hertz.
6, the self-help serving system based on immediate communication device as claimed in claim 2 is characterized in that, described business interface layer module comprises business datum interface and database server.
7, the self-help serving system based on immediate communication device as claimed in claim 6 is characterized in that, described business datum interface comprises H2 interface, Short message Gateway Interface Protocol interface and Short Message Peer to Peer interface.
8, the self-help serving system based on immediate communication device as claimed in claim 2 is characterized in that, described User Access Layer module comprises the date judge module, be used to judge date format whether compliant and date whether in the time period that allows inquiry.
9, the self-help serving system based on immediate communication device as claimed in claim 3 is characterized in that, described data layer module comprises that unification writes submodule, is used for writing data to described Service Data Management center.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101227652B (en) * | 2008-02-04 | 2011-08-03 | 中国移动通信集团公司 | Instant communicating method, device and system |
| CN101610179B (en) * | 2008-06-20 | 2013-06-05 | 杭州世导科技有限公司 | Escrow center for real-time action management system and real-time action management system |
| CN101741759B (en) * | 2008-11-24 | 2012-07-11 | 中国电信股份有限公司 | Instant communication-based intelligent interactive system and interactive method |
| CN101815135B (en) * | 2009-10-27 | 2013-01-09 | 号百信息服务有限公司 | Implementation method for building service platform between telephone line and service system |
| WO2012155298A1 (en) * | 2011-05-18 | 2012-11-22 | Chen Shanzhen | System and method for automatically switching based on cellular mobile communication network and internet protocol (ip) network |
| CN103297402A (en) * | 2012-03-01 | 2013-09-11 | 腾讯科技（深圳）有限公司 | Method and system for controlling account registration |
| EP2821943A1 (en) * | 2013-07-03 | 2015-01-07 | Accenture Global Services Limited | Query response device |
| CN103763102B (en) * | 2013-12-31 | 2018-09-28 | 上海斐讯数据通信技术有限公司 | A kind of wifi safety management systems and management method based on message push |
| CN105634767A (en) * | 2014-10-29 | 2016-06-01 | 中兴通讯股份有限公司 | Northbound interface distributed management method and device |
| CN106230787B (en) * | 2016-07-21 | 2019-08-16 | 福建星网信通软件有限公司 | A kind of authentication method of membership information system for unified management |
| CN107995091B (en) * | 2016-10-27 | 2020-09-25 | 腾讯科技（深圳）有限公司 | Self-service method and device based on enterprise instant messaging application |
| CN107786558A (en) * | 2017-10-26 | 2018-03-09 | 四川云玦科技有限公司 | APP access methods are acted on behalf of in a kind of telecommunication service |
| CN107729738A (en) * | 2017-10-26 | 2018-02-23 | 四川云玦科技有限公司 | A kind of telecommunication service acts on behalf of APP and accesses system |
| CN115484225B (en) * | 2022-08-16 | 2024-01-26 | 北京比特易湃信息技术有限公司 | Self-service system for accessing and sending short message function of enterprise application system |
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