CN101640736B - Method and system for realizing visual customer service - Google Patents
Method and system for realizing visual customer service Download PDFInfo
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Abstract
The invention discloses a method and a system for realizing a visual customer service. The method comprises the following steps: establishing a data channel between a customer service terminal and a service terminal; and sending visual customer service information through the data channel. The system comprises the customer service terminal and the service terminal, wherein the customer service terminal is used for providing the visual customer service information; and the service terminal establishes the data channel with the customer service terminal, and is used for receiving the visual customer service information through the data channel and displaying the visual customer service information to a user. The method and the system can provide the visual customer service to the user, increase the customer service openness, enhance user experiences and extend a customer service center to have the capacity of a marketing center.
Description
Technical field
The present invention relates to client service method and Client Service System Technology field, especially a kind of implementation method of visual customer service and system.
Background technology
The call center is also named by Customer Service Center, is a kind of usual way of user and enterprise communication.At present, the user inserts the customer service system of enterprise by dialing the customer service phone of enterprise, and the contact staff provides corresponding business according to the service that the user selects to the user.The professional main flow process of appearance clothes of being undertaken by the call center is at present: the user dials the customer service phone by subscriber phone, send call request to customer service system, enter wait state, the contact staff at one's leisure, whether the calling of wait is arranged to the customer service system inquiry by the customer service terminal, if have, then customer service system will be called out by the customer service terminal and will be transmitted to this idle contact staff, set up the conversation between user and the contact staff.The user can pass through service terminal browse service information, selects to be fit to the customer service information of needs, and the contact staff carries out corresponding speech business according to the customer service information that the user selects.
The inventor finds prior art in realizing process of the present invention there are the following problems at least: what the contact staff provided at present is speech business, and this speech business is sightless for the user, has influenced user experience and degree of recognition; Simultaneously, present customer service system merely provides information service to the user just by speech business, is not easy to provide marketing service.
Summary of the invention
The objective of the invention is the existing business system is integrated so that can be when service is provided to the user, the customer service information that the user is received is visual.
For achieving the above object, the invention provides the method that a kind of visual customer service is realized, comprising:
Set up the data channel between customer service terminal and the service terminal;
Send visual customer service information by described data channel;
Wherein, the described data channel of setting up between customer service terminal and the service terminal comprises: by video service system and message service system, set up the data channel between customer service terminal and the service terminal;
Described method also comprises:
Message service system receives the transmission message that the customer service terminal sends;
Message service system carries out authentication processing by business management system to described transmission message;
If send message by authentication, then message service system is handled described transmission message, returns corresponding result to the customer service terminal;
Message service system returns to described customer service terminal with corresponding Message Processing state after the request of the query messages treatment state that receives the transmission of customer service terminal.
The system that the present invention also provides a kind of visual customer service to realize comprises:
The customer service terminal is used to the customer service information that provides visual;
Service terminal is set up data channel with described customer service terminal, is used for receiving described visual customer service information by described data channel, and is shown to the user;
Customer service system is used to receive the calling of service terminal and gives the customer service terminal with call forward;
Business management system is used for make a call requesting users and carry out authentication processing by the contact staff that the customer service terminal is initiated query requests by service terminal, and order data is also handled in storage;
Message service system is used to receive the message relevant with visual customer service information that the customer service terminal sends, and is transmitted to service terminal;
Video service system is used to receive the visual customer service information of holding the transmission of clothes terminal and is transmitted to service terminal;
Described message service system, also be used to receive the transmission message that the customer service terminal sends, by business management system described transmission message is carried out authentication processing, if send message by authentication, then described transmission message is handled, return corresponding result to the customer service terminal, and after the request of the query messages treatment state that receives the transmission of customer service terminal, corresponding Message Processing state is returned to described customer service terminal.
As shown from the above technical solution, the present invention has following beneficial effect by visual customer service is provided to the user:
1, can make the user obtain visual customer service information, strengthen user experience, improve the degree of recognition of user customer service.
2, can charge at this visual business, for operator provides new profit model.
Below by drawings and Examples, technical scheme of the present invention is described in further detail.
Description of drawings
Fig. 1 is the schematic flow sheet of the method embodiment one of visual customer service realization of the present invention;
Fig. 2 is the schematic flow sheet of the method embodiment two of visual customer service realization of the present invention;
Fig. 3 is the schematic flow sheet of the method embodiment three of visual customer service realization of the present invention;
Fig. 4 is the schematic flow sheet of customer service call embodiment in the method for visual customer service realization of the present invention;
Fig. 5 responds the schematic flow sheet of calling out embodiment for contact staff in the method for the visual customer service realization of the present invention;
Fig. 6 sets up the schematic flow sheet of embodiment for voice channel in the method for the visual customer service realization of the present invention;
Fig. 7 sends the schematic flow sheet of message and query messages treatment state embodiment for customer service terminal in the method for the visual customer service realization of the present invention;
Fig. 8 obtains the schematic flow sheet of message and Processing Example for service terminal in the method for the visual customer service realization of the present invention;
Fig. 9 sets up the schematic flow sheet of embodiment for data channel in the method for the visual customer service realization of the present invention;
Figure 10 is the schematic flow sheet of transmission customer service video flowing embodiment in the method for the visual customer service realization of the present invention;
Figure 11 is the schematic flow sheet of video service system transfer video flowing embodiment in the method for the visual customer service realization of the present invention;
Figure 12 generates the schematic flow sheet of embodiment for order in the method for the visual customer service realization of the present invention;
Figure 13 pushes the schematic flow sheet of embodiment for order in the method for the visual customer service realization of the present invention;
Figure 14 is the schematic flow sheet of service terminal processing messages embodiment in the method for the visual customer service realization of the present invention;
Figure 15 is the structural representation of the system embodiment one of visual customer service realization of the present invention;
Figure 16 is the structural representation of the system embodiment two of visual customer service realization of the present invention;
Figure 17 is the structural representation of terminal message service processes module embodiment in the system of visual customer service realization of the present invention;
Figure 18 is the structural representation of message service system embodiment in the system of visual customer service realization of the present invention;
Embodiment
Fig. 1 is the schematic flow sheet of the implementation method embodiment one of visual customer service of the present invention, comprising:
Step 11: set up the data channel between customer service terminal and the service terminal.
The equipment of user side comprises subscriber phone and service terminal, and the equipment that holds the clothes side comprises customer service terminal and customer service phone.Service terminal is mainly used in browse service information, calls out contact staff, receiver, video customer service information and sequence information etc.The customer service terminal is mainly used in browse service information, video customer service information and sequence information etc. are called out, pushed to process user.Subscriber phone and customer service phone are used to carry out the talk business between user and the contact staff.
Step 12: send visual customer service information by described data channel.
By service supporting platform (comprising customer service system, business management system etc.), the contact staff uses equipment such as customer service terminal and customer service phone to provide service as the user, the equipment that the user uses is service terminal and subscriber phone etc., thisly is called as the customer service passage for the user provides the approach of service.
The customer service passage generally comprises data channel and voice channel.
Data channel is meant that a kind of network connects (for example, TCP connects), connects by this network, and the related person that network connects can directly carry out data communication.The related person that network connects is meant network establishment of connection person (for example, contact staff's customer service terminal) and participant's (for example, service terminal of user).
Voice channel is meant that a kind of phone connects, and the contact staff is connected direct exchange of information with the user by phone.Voice channel can be initiated by the contact staff, also can be initiated by the user.Because service terminal and telephone number binding so the contact staff can find telephone number by service terminal, also can find service terminal by telephone number.
The customer service terminal gets access to user's information (information of service terminal, with the telephone number of service terminal binding etc.) by service supporting platform.When the user used service terminal to call out the contact staff, selecting the contact staff by customer service system was that the user serves, so before concrete customer service passage was not set up, the user did not know to be oneself service by that contact staff.In view of these reasons, in an embodiment of the present invention, all be telephone number, thereby set up voice channel, and initiate the request of setting up data channel by the customer service terminal of this contact staff's correspondence with service terminal by selecteed contact staff's call business terminal binding.But this does not hinder related channel program to be realized by the Client-initiated technology.
In the practical business application deployment, because differences such as the configuration of the network equipment and the residing network environment of terminal, may (for example can set up direct data channel between customer service terminal and the service terminal, TCP connects), also may cannot, the technology that the present invention provides can be applicable to this two kinds of environment simultaneously.In force, the customer service terminal at first attempts setting up direct data channel (hereinafter to be referred as direct data channel) with service terminal, after attempting failure, attempt once more setting up indirect data channel (hereinafter to be referred as the indirect data passage) by the service supporting platform between.In the present invention, with direct data channel method and indirect data passage method operation flow and realization system are described respectively; But this does not influence the direct data channel method of attempting earlier, reattempts the realization technology of indirect data passage method after the failure; The both is regarded as embodiments of the invention.
The contact staff can directly call the subscriber phone of service terminal binding by phone, so voice channel is always direct.
In the prior art, customer service terminal and service terminal just carry out alternately according to contact staff or user and service supporting platform, and do not set up data channel.And present embodiment can be set up the data channel of customer service terminal and service terminal, and then can make customer service terminal and service terminal by the visual customer service information of this data channel transmission.
Fig. 2 is the schematic flow sheet of the method embodiment two of visual customer service realization of the present invention, and this embodiment is at the business service of direct data channel method, and wherein data channel and voice channel all are direct channels.This embodiment comprises:
Step 201: the user sends calling by service terminal to customer service system, seeks contact staff's service.Customer service system need select idle contact staff to be user's service.The user can repeating step 201, until there being the contact staff that service is provided.
Step 202: the contact staff regularly arrives customer service system inquiry service object by the customer service terminal when idle condition, and customer service system can be given idle contact staff user's call forward.When not getting access to the service object, customer service terminal free time, and regular repeated execution of steps 202 are until getting access to the service object from customer service system.
Step 203: if the customer service terminal gets access to the service object from customer service system, then attempt setting up the customer service passage with service terminal, and execution in step 204; If do not get access to the service object, then repeated execution of steps 202.The customer service passage comprises data channel and voice channel.
Step 204: the contact staff can by the data channel between customer service terminal and the service terminal, send the desktop picture of customer service terminal stream or contact staff's video flowing (following general designation customer service video flowing) to service terminal as required.The customer service terminal is by specialized apparatus collection and compression associated video; After service terminal gets access to the customer service video flowing, the decompress(ion) broadcast associated video that contracts.Step 204 is asynchronous and repeatability, and under the situation that does not have to intervene the contact staff, the processing of relevant customer service video flowing is continuous.
Step 205: the contact staff sets up voice channel by the telephone number of customer service terminal or customer service call and service terminal binding with the user.Inquire user's real needs by the voice channel contact staff.
Step 206: the user is by service terminal or subscriber phone and the concrete demand of voice channel feedback.
Step 207: the contact staff is according to the demand of user feedback, by the data channel between customer service terminal and the service terminal, for the user provides visual customer service information.In service, the contact staff can determine whether push the customer service video flowing.
Step 208: the contact staff is by the demand of voice channel in conjunction with the user, with user interactions and confirmation;
Step 209: the user confirms concrete business information by voice channel.Step 205 to step 209 is repetitions, has confirmed concrete business information, perhaps break in service until the user; After confirming concrete business information, execution in step 210;
Step 210: the concrete customer service information that the contact staff selects according to the user, handle relevant business; In processing procedure,, can push the contact staff according to the selected customer service video flowing of service needed by the data channel between customer service terminal and the service terminal.
Step 211: after Business Processing was finished, the contact staff generated service order by the customer service terminal, and gave service terminal the service order video push that generates.
Step 212: the contact staff obtains the quality of services for users feedback information by phone.
Step 213: the contact staff uploads to user's order in the business management system by the customer service terminal, is responsible for storing service order with leading subscriber by business management system.
Step 214: business management system is handled the information such as service order that the customer service terminal provides.
Step 215: the user can inquire about relevant sequence information by service terminal in business management system.
When system realized, customer service system can be as required done relevant authentication (idiographic flow can referring to the following examples) to the identity of service terminal and customer service terminal and business information etc.
In the business service process, whether the contact staff can select to push the customer service video flowing, transmit which kind of customer service video flowing and other correlation parameters etc. to service terminal according to the needs of business.
When technology realizes, can use third-party software (or equipment) to gather the desktop picture stream of customer service terminal or contact staff's video flowing, relevant video stream data amount is big, needs to be pushed to service terminal again after the compression, and concrete compression algorithm can be selected according to the needs of business.Service terminal need be supported the decompression and the broadcast of corresponding video flowing.
The relevant customer service terminal and the method for building up of the data channel between service terminal are not particularly limited in the present invention, can directly be based upon on the basis of TCP agreements such as (or UDP), also can use protocol package such as third-party SIP.
Present embodiment has provided the flow process that direct channel method visual customer service is realized.Present embodiment can be by the direct data channel between customer service terminal and the service terminal, and therefore transmission customer service video flowing can provide visual customer service.Simultaneously, the present embodiment user can call out customer service system, and when customer service terminal/contact staff being known exist the user to serve, breaking is connected with the voice of client's side; The contact staff can be in due course when idle (as the contact staff) initiatively initiate user's voice is called out, know user's demand; With audio call in the prior art is that the mode of user telephone call customer service phone is compared, and can save the cost of the phone call of user side.
Fig. 3 is the schematic flow sheet of the method embodiment three of visual customer service realization of the present invention, and this embodiment is at the business service of indirect data passage method, and wherein data channel is indirect, and voice channel is direct.
When customer service terminal and service terminal can not be set up direct data channel, need service supporting platform that service is provided, to set up the indirect data passage.Relevant service supporting platform mainly comprises: customer service system, video service system, message service system and business management system etc.
By customer service system, customer service terminal (contact staff) can get access to the service terminal (user) that needs service.
The customer service terminal is pushed to video service system to the business service video earlier, and video service system is pushed to service terminal to associated video stream more then.
By message service system, the customer service terminal can the informing business terminal be obtained the corresponding business data in systems such as the video service system of appointment or business management system.
This embodiment comprises:
Step 301: service terminal sends service call to customer service system.
Step 302: the calm dress system of customer service terminal obtains the service object.
Step 303: the customer service terminal sends message to message service system, comprises the information of the service terminal that receives message, the address that service terminal obtains data, services etc. in the message; Can adopt asynchronous processing method to send message; Related news are preserved by message service system, and are transmitted to relevant service terminal.
Step 304: service terminal regularly obtains relevant message to message service system; By the forwarding of message service system, the customer service terminal can send to service terminal to related news; Can comprise the information that service terminal obtains the customer service video flowing in the message that this step is obtained.
Step 305: the customer service terminal uploads to the customer service video flowing on the video service system; This step be circulation with continuous, the customer service terminal edge is gathered and compressing video frequency flow, the limit uploads on the video service system, stops correlated process until the customer service terminal.
Step 306: according to obtain from message service system with relevant information such as video service system, service terminal obtains the associated video that the customer service terminal is uploaded from video service system, decoding is also play; By step 305 and step 306, what the customer service terminal was indirect sends the customer service video flowing to service terminal.
Step 307: the contact staff is by customer service terminal or customer service phone, by voice channel inquiry user's real needs.
Step 308: the user is by the concrete demand of voice channel feedback.
Step 309: customer service terminal processes user's related needs in processing procedure, according to the needs of business, pushes the services video stream relevant with customer service by video service system to service terminal; Step 307 to step 309 is repetitions, confirms service content or cancellation service process until the user.
Step 310: by voice channel and user interactions and affirmation business information.
Step 311: by the final professional confirmation of voice channel user feedback.
Step 312: the sequence information that the customer service terminal processes is relevant, in the processing procedure, can transmit the related service video flowing according to service needed.
Step 313: the customer service terminal stores order into business management system.
Step 314: the customer service terminal is by the message service system informing business terminal information relevant with order.
Step 315: service terminal regularly obtains related news to message server; This step is consistent with the implementation method of step 304, and what just step 304 was obtained is the message corresponding with the customer service Video stream information, is the message corresponding with sequence information and step 315 is obtained.
Step 316: service terminal obtains sequence information, and browses according to the related news that obtain on business management system.
Step 317: after service was finished, customer service terminal (contact staff) can be collected quality of service feedback information by voice channel.
From top flow process as can be seen, the customer service terminal is the related system by service supporting platform, services video flow, sequence information and other information is pushed to service terminal.
Customer service system is mainly finished the callwork of user to the contact staff.The user sends calling by service terminal to customer service system, and customer service system selects idle contact staff to be user's service.
The customer service terminal sends to message service system to message, and message service system is responsible for storage and is transmitted message.After the customer service terminal sends message, regularly check the result of message in the message service system.The message that the customer service terminal sends to message service system mainly comprises: the state of customer service video flowing and obtain the state of position, order and obtain position etc.In the message that the customer service terminal sends, comprise the recipient's of message sign, i.e. the sign of service terminal; Message service system comes the identification services terminal and transmits corresponding message according to corresponding sign.Service terminal regularly obtains the message relevant with this terminal from message service system.After obtaining message, service terminal is done corresponding processing according to the type and the content of message.
The customer service terminal the customer service pushing video streaming to video service system.Relevant video flowing is temporary and management by video service system.Service terminal is according to the corresponding message of obtaining from message service system, obtains the customer service video flowing of appointment in the video server of appointment.After service terminal was connected to video service system, video service system was transmitted to service terminal to corresponding video flowing.Video service system is given service terminal data forwarding in the services video stream that reception customer service terminal is uploaded.In related system was realized, video service system required customer service terminal upload service video flowing again when getting access to the request of data of service terminal; If service terminal is not connected to video service system, then customer service terminal needn't the upload service video flowing, and this requires video service system that the customer service terminal is had corresponding state notifying mechanism.
The main effect of business management system is that service terminal, customer service terminal and relevant support system are done authentication.In the flow process that Fig. 3 provides, do not provide corresponding authenticating step.But, when reality realizes,, then need to add these processing procedures for guaranteeing the fail safe and the manageability of system.The management professional and user also is the business management system critical function.The order that the contact staff handles generally is in charge of by business management system.
Different with embodiment two is that present embodiment has provided the flow process that indirect data passage method visual customer service is realized.Present embodiment can be by the indirect data channel between customer service terminal and the service terminal, and therefore transmission customer service video flowing can provide visual customer service.Simultaneously, the present embodiment user can call out customer service system, and when the customer service side being known exist the user to serve, breaking is connected with the voice of client's side; The customer service side can be in due course when idle (as the contact staff) initiatively initiate user's voice is called out, know user's demand; With audio call in the prior art is that the mode of user telephone call customer service phone is compared, and can save the cost of the phone call of user side.
Fig. 4 is the schematic flow sheet of customer service call embodiment in the method for visual customer service realization of the present invention, the user sends calling by the equipment such as remote controller of service terminal to customer service system, customer service system is done authentication by business management system to user and demand thereof, the calling of leading subscriber, and be transmitted to idle contact staff.User's service terminal regularly obtains the treatment state of calling, and according to service needed to user prompt.Comprise:
Step 401: the user is by service terminal browse service information, and business information can come from business management system, also can be from other information service system.
Step 402: the user according to demand, the specific function key of the remote controller by pressing service terminal requires service terminal to send calling to customer service system.
Step 403: service terminal sends calling to customer service system, obtains customer service.
Step 404: customer service system is by business management system authenticated user and user's business information.
Step 405: the result of business management system return authentication.
Step 406: customer service system is by the calling of authentication result process user; If authentication is passed through, then store and prepare forwarded call; If authentication is not passed through, then abandon calling.
Step 407: customer service system is returned the preliminary treatment result of calling to service terminal.
Step 408: after calling is sent, service terminal can be regularly on the customer service system the real processing results of query call.
Step 409: customer service system returns to service terminal to the real processing results of calling out.
Except that remote controller, can also there be other input equipment to make a call.For example, can in the business information page or leaf, comprise the function key that makes a call or hyperlink etc.In the above-mentioned flow process, step 402 to step 407 is processes that the user sends calling; Step 408 to step 409 is to call out the query script of actual treatment state.
Fig. 5 comprises for contact staff in the method for the visual customer service realization of the present invention responds the schematic flow sheet of calling out embodiment:
Step 501: when the customer service terminal was idle, the customer service terminal can be regularly obtained in the customer service system and is needed service object (user) information.
Step 502: customer service system is by business management system authenticated user (contact staff) and business information thereof.
Step 503: the result of business management system return authentication.
Step 504: the authentication result that customer service system is returned according to business management system is handled call manager work; If authentication is passed through, then selective call and be transmitted to the customer service terminal; If authentication can not be passed through, then return corresponding prompt information.
Step 505: customer service system is returned announcement information to the customer service terminal, and announcement information may be user's a call information, also may be other information.
Step 506: customer service terminal (contact staff) is handled the notification message of feedback, if step 505 is returned user's call information, then processing forwards step 507 to after calling out, otherwise, go to step 501, handle this calling again.
Step 507: the customer service terminal sends to customer service system to the result of notice, and goes to step 501, carries out new call.
Step 508: customer service system is handled relevant log information.
The work of customer service terminal circulates.Repeating step 501 is to step 507, and the contact staff obtains and the calling of the terminal of managing business from customer service system.The concrete processing procedure of step 506 can be referring to the following examples.
Fig. 4,5 has provided the handling process of system to call request and call.Mainly, call request or call are handled, authentication processing is carried out in call request or call by business management system by customer service system and service terminal or customer service terminal interaction.
Customer service system is as the third party software system, and it mainly acts on is to receive and the service call of leading subscriber, and to select idle contact staff be that the user serves.
Generally comprise at least two message queues in the customer service system, one is user's service call message queue, and another is idle contact staff's message queue.
Customer service system can be provided with the term of validity at user's service call.The user sends calling, if do not find idle contact staff to be its service in the time of appointment, then thinks the corresponding call failure, and to the corresponding information of user prompt.
Customer service system also can be done inspection to the validity of user's calling, and for example, the user may repeated call service, and at this moment, customer service system should be removed unnecessary call service.
Fig. 6 sets up the schematic flow sheet of embodiment for voice channel in the method for the visual customer service realization of the present invention, voice channel directly is based upon on the telephone network basis, the contact staff gets access to user's the call information from customer service system, comprises user's phone information (that is to say the information such as telephone number with the service terminal binding).The contact staff uses the customer service phone directly to dial user's phone, can set up voice channel.Program control exchange of speech platform is meant the telephone service service platform that telecom operators dispose, and by this platform, the user can pass through telephone terminal interactive voice information.Comprise:
Step 601: the subscriber phone that provides in the customer service making call call information is provided the contact staff, and relevant information sends program control exchange of speech platform to;
Step 602: corresponding subscriber phone is found and called out to program control exchange of speech platform;
Step 603: when the user connected phone, program control exchange of speech platform can obtain the connection response status of subscriber phone; When user's access failure phone, program control exchange of speech platform also can obtain corresponding state;
Step 604: the response status of program control exchange of speech platform user feeds back to the contact staff by the customer service phone.
After voice channel was set up successfully, contact staff and user can be by the business information of this passage intercorrelation.In reciprocal process,, then can rebulid corresponding passage if the voice channel accident is closed.After finishing alternately, contact staff and user's either party hangs up the telephone, and then voice channel just is closed.
With the foundation of prior art voice channel is by comparing that user side is initiated, and the voice channel among the present invention can be initiated the cost of the phone call that so just can save user side by the customer service side.
Fig. 7 sends the schematic flow sheet of message and query messages treatment state embodiment for customer service terminal in the method for the visual customer service realization of the present invention.
When customer service terminal and service terminal can not be set up direct data channel, both need notify the address that obtains of the other side's related service data by message service system as transfer, for example, and the forwarding address of customer service video flowing, the memory address of service order etc.
The customer service terminal sends message to message service system, and the method by inquiring about, and obtains the result of related news from message service system.
Service terminal obtains message from message service system.If service needed, then service terminal also can send message to message service system.Present embodiment is an example to obtain message.
This embodiment comprises:
Step 701: the customer service terminal sends message to message service system.
The scope of application by message is divided into remote message and local message to message.As not specializing, then the message among the present invention is meant remote message.
The attribute of remote message mainly comprises target, classification, rank, content, life cycle, safety of message etc.System can optionally support all or part of attribute.
The target of message is meant the recipient of message.
The classification of message is meant the type of message, and the type of message can have a variety of, for example, and general message, notification message, maintain message, emergency message and pressure message etc.The type of message that customer service terminal person sends to service terminal is a notification message.
The rank of message be meant message by the sign of priority treatment.The rank of message influences the processing promptness of message.Message can be divided rank.Message of the same type can have different ranks.The message that the customer service terminal is sent to service terminal can nongraded system, also can use the rank of same type.
The content of message is meant the specifying information of message.The specifying information of message can comprise text and binary messages such as literal, image, video, audio frequency.The content of message and organizational form thereof need be determined according to the actual demand of system.Among the present invention, message content mainly comprises video index information, order index information, contact staff's information etc.
Each message all has life cycle, is meant effective duration section of message the life cycle of message, and message is effective in this time period, and message is invalid, even deleted in section At All Other Times.Can select and realize management life cycle of message as required.
Message in transport process, customizing messages that can encrypting messages, for example, the content of message etc.The algorithm of encrypting can be selected as required.
The attribute of remote message can use the XML agreement organizations, and uses soap protocol to transmit, and also can select other processing mode.
After local message is meant that service terminal obtains remote message from message service system,, convert the message relevant to local system through handling.The operating system of service terminal provides the management interface and the method for local message.The form and the operating system of local message are closely related, and simultaneously, the attribute of local message and the attribute of remote message have close correlation.
Step 702: message service system sends the customer service terminal (contact staff) of message by the business management system authentication.
Step 703: business management system return authentication result.
Step 704: message service system, is then preserved message and is prepared and transmit if authentication is passed through according to the authentication result processing messages of business management system, otherwise, abandon message.
Step 705: message service system is to the result of customer service terminal feedback message.
Step 706: if message service system is accepted message, then customer service terminal is the real processing results of query messages regularly, otherwise, go to step 701 and send other message again.
Step 707: message service system sends to the customer service terminal to actual Message Processing state.
Message service system mainly is meant the actual treatment state of message: whether whether message sends to the recipient, message of message also effective etc.In actual implementation process, business management system can not need each message that all the customer service terminal is sent to do authentication.
Fig. 8 obtains the schematic flow sheet of message and Processing Example for service terminal in the method for the visual customer service realization of the present invention.Service terminal regularly obtains message from message service system circularly, after getting access to message, handles according to the content of message.This embodiment comprises:
Step 801: service terminal sends the request of inquiry related news to message service system.
Step 802: message service system receives the service terminal (user) of message by the business management system authentication.
Step 803: business management system is to the result of message service system return authentication.
Step 804: message service system is handled related news according to authentication result; If authentication is passed through, then organize the message relevant, and be ready for sending with service terminal; If authentification failure then returns information.
Step 805: message service system sends to service terminal to messaging list or prompting;
Step 806: service terminal is handled relevant information according to the messaging list that returns, and after finishing, goes to step 801, receives and handle other message.
Service terminal regularly obtains relevant message to message service system, when the time comes, not necessarily comprise the message relevant with the specified services terminal in the message service system, and therefore, service terminal might not get access to message.
In the practical application, business management system is not necessarily all done authentication to user and relevant information at every turn.Message service system can be done single authentication to the user, and preserves relevant authentication state, to alleviate the relevant treatment pressure of business management system.
Fig. 7,8 has provided the flow process that the message of message that sends and reception is handled.The correct processing of message that the customer service side is sent and message that user side is received can guarantee that customer service terminal and service terminal correctly set up indirect data channel.
Fig. 9 sets up the schematic flow sheet of embodiment for data channel in the method for the visual customer service realization of the present invention.
Customer service terminal and service terminal attempt setting up direct data channel earlier when setting up data channel, reattempt after getting nowhere and set up indirect data channel.
When setting up the indirect data passage, need the support of message service system and data service system.
Wherein, data service system is meant the system that the data relay service is provided, and for example, video service system, business management system etc. can be as data service systems.
This embodiment comprises:
Step 901: the user sends customer service call information by service terminal to customer service system, comprises the information of service terminal, user's information, the phone information of binding etc. in the call information.
Step 902: the customer service terminal is obtained service object's information from customer service system; If get access to the service object, then go to step 903; If the failure or do not get access to the service object, then go to step 902, repeat from customer service system, to obtain the service object through a spacer segment after date.
Step 903: the customer service terminal is sent the request of setting up data channel to service terminal; Owing to reasons such as networks, the transmission of association requests may be failed, also may be successful; If direct data channel has just been set up in success between then customer service terminal and the service terminal.
Step 905: the customer service terminal sends a notification message to message service system, and the content of this notification message comprises the sign of service terminal, obtains the address designation of data message etc.;
Step 906: message service system is checked the message that the customer service terminal is uploaded, and storage also prepares to be transmitted to service terminal;
Step 907: message service system returns to the customer service terminal to the result of message; The customer service terminal also can be regularly obtained the treatment state of message in the message service system.
Step 908: the customer service terminal is set up the interim data data channel to the data service system request, and the customer service terminal will utilize this interim data passage to send business datum to service terminal; This interim data passage is the data channel between customer service terminal and the data service system.
Step 909: data service system is handled the foundation request of the interim data passage of customer service terminal, can receive, and also can refuse.
Step 910: data service system is to the situation of setting up of customer service terminal feedback interim data passage; If the interim data passage is set up successfully, then customer service terminal forwards step 915 to; If failure, then commentaries on classics is got step 908 and is applied for setting up the interim data passage again, perhaps the process of setting up of end data passage.
Step 911: service terminal regularly obtains the related notification message that the customer service terminal is uploaded from message service system.
Step 912: message service system is checked service terminal, according to the service terminal sign in the notification message etc. related notification message is fed back to the corresponding service terminal.
Step 913: after service terminal got access to notification message, the data service system of appointment sent the request of setting up the interim data passage in notification message; This interim data passage is the data channel between service terminal and the data service system.
Step 914: the data service system inspection is also set up relevant interim data passage, and related with the corresponding interim data passage of customer service terminal to apply; If success then sends data channel to service terminal and sets up successful information; If failure then sends information.
Data service system is responsible for foundation, association and the management of interim data passage.Because interim data passage between customer service terminal and the data service system and the interim data passage between service terminal and the data service system are not to set up the same time, the promoter is also different, in actual applications, wherein certain side's interim data passage is set up successfully, but an other side's interim data passage is set up unsuccessful, perhaps surpasses the scheduled time; Therefore, data service system need be done corresponding processing to this.
Step 915: if direct data channel or indirect data passage are set up successfully, then customer service terminal transmits and receive data by the corresponding data passage.
Present embodiment has provided the flow chart that data channel is set up, and by the direct or indirect data channel of setting up, realizes the transmission visualized data.
Figure 10 is the schematic flow sheet of transmission customer service video flowing embodiment in the method for the visual customer service realization of the present invention.The customer service video flowing transmits by data channel, and data channel has two kinds in direct data channel and indirect data passage.At first need to set up data channel, could send or receive the customer service video stream data then.
When using direct data channel to handle the propelling movement video flowing, the direct intercorrelation data of customer service terminal and service terminal.When using the indirect data passage to carry out the propelling movement of customer service video flowing, need the assist process of video service system, video service system receives the video flowing that the customer service terminal is uploaded, and is transmitted to service terminal.
In the present embodiment, the propelling movement of customer service video flowing is applicable to the direct data channel between customer service terminal and the data terminal, is equally applicable to the indirect data passage.
Present embodiment comprises:
Step 1001: the customer service terminal sends the detecting information of data channel validity to service terminal by data channel; If data channel is a validity, then dependence test information can be sent to service terminal, otherwise dependence test information can not be sent to service terminal.
Step 1002: the affirmation information of service terminal feedback data passage validity; If dependence test information can not be sent to service terminal, perhaps service terminal does not provide effective confirmation, and then customer service terminal can think that data channel is invalid, thereby finishes the propelling movement process of video flowing, perhaps restarts the flow process of setting up data channel; If it is effectively that data channel is identified, then go to step 1003;
Step 1003: the customer service terminal can be adjusted Video stream information according to the needs of business, for example, whether transmits video, transmits the size etc. that desktop video still is contact staff's video, video.
Step 1004: the customer service terminal sends the relevant parameter of video flowing by data channel to service terminal, and checks that service terminal is to abilities such as the decompression of video flowing and broadcasts.
Step 1005: the relevant ability of service terminal feedback; If the specifically relevant ability of service terminal, then customer service terminal goes to step 1006; If service terminal does not possess relevant ability, then customer service terminal goes to step 1003, adjusts the parameter of video flowing, and then test.
Step 1006: the customer service terminal is gathered associated video stream.
Step 1007: the video flowing that the compression of customer service terminal collects.
Step 1008: the customer service terminal is given service terminal pushing video streaming by data channel.
Step 1009: the video flowing that service terminal decompresses and receives.
Step 1010: the video flowing after the service terminal playback decompresses.
Step 1011: service terminal returns the result of video flowing to the customer service terminal by data channel; If it is normal that service terminal is handled the state of video flowing, then customer service terminal goes to step 1006 and continues to handle subsequent video, perhaps goes to the parameter of step 1003 adjustment video flowing etc.; If service terminal is handled the state failure of video flowing, then can finish the propelling movement process of video flowing.
Present embodiment has provided the propelling movement process of video flowing, no matter be direct data channel, or the indirect data passage, as long as after data channel is set up, can adopt above-mentioned flow process to carry out the propelling movement of video flowing.
Figure 11 is the schematic flow sheet of video service system transfer video flowing embodiment in the method for the visual customer service realization of the present invention.When passing through indirect data passage propelling movement Video stream information between customer service terminal and the service terminal, need video service system to do transfer.
This embodiment comprises:
Step 1101: the customer service terminal is set up the first interim data passage to the video service system application.
Step 1102: video service system is according to the service needed inspection and set up the first interim data passage.
Step 1103: video service system feeds back the situation of setting up of the first interim data passage to the customer service terminal; When the first interim data passage was created successfully, the customer service terminal went to step 1107; When central revolution was failed according to passage, the customer service terminal went to step 1101 or finishes related business process.
Step 1104: service terminal is set up the second interim data passage to the video service system application.
Step 1105: video service system is according to the service needed inspection and set up the second interim data passage, and simultaneously related with the first interim data passage.Video service system is when handling the video forwarding, and service terminal and customer service terminal can be attached the other side's identification information when setting up the interim data passage.Sign according to the other side can be related with second data channel with the first interim data passage.
Step 1106: video service system feeds back the situation that the second interim data passage is set up to service terminal, and the situation related with first gangway for transhipment; If success, then service terminal goes to step 1111 and receives and handle video flowing; If failure then goes to step 1104 or finishes related business process.
Step 1107: the customer service terminal is regularly inquired about the foundation and the related situation of the second interim data passage to video service system.
Step 1108: video service system feeds back the foundation and the related situation of the second interim data passage to the customer service terminal; If related channel program is set up and is successfully associated, then customer service terminal goes to step 1109; If do not set up successfully, then customer service terminal goes to step 1107 and continues inquiry, perhaps finishes related business process when overtime.
Step 1109: the customer service terminal is gathered and compressed video data, and by the first interim data passage related data is sent to video service system.
Step 1110: the relevant data of video service system management, give service terminal the associated video data forwarding, the feedback of service terminal is transmitted to the customer service terminal.
Step 1111: service terminal obtains the video data that the customer service terminal pushes by the second interim data passage from video service system, and does corresponding processing, as showing to the user etc.
Present embodiment has provided employing indirect data channel mode, carries out the flow process of data forwarding by video service system.
Figure 12 generates the schematic flow sheet of embodiment for order in the method for the visual customer service realization of the present invention.This embodiment comprises:
Step 1201: the customer service terminal generates sequence information, and sends business management system to;
Step 1202: the relevant order of business management system management;
Step 1203: business management system is returned the processing orders result and is given the customer service terminal; If business management system is handled the order failure, then go to step 1201, the customer service terminal regenerates order, perhaps finishes order processing.
After contact staff's assisting users is finished related service, generally the business service object information can be generated, especially,, then sequence information can be produced if the service terminal representative of consumer is finished certain order service.Relevant order is managed by business management system.After finishing order, the contact staff is by the user-dependent order result of Advise By Wire, and simultaneously, the contact staff generates relevant sequence information by the customer service terminal, and this sequence information is pushed to user's service terminal.
The generation and the managerial demand of order are finished by business management system.The contact staff can be pushed to service terminal to relevant desktop video stream when generating order.The order that generates is in charge of by business management system, and after order generated, the customer service terminal can the informing business terminal be obtained relevant order in business management system.
Figure 13 pushes the schematic flow sheet of embodiment for order in the method for the visual customer service realization of the present invention.Order data transmits by data channel.Data channel has two kinds in direct data channel and indirect data passage.At first need to set up data channel, could send or receive order data then.
In this flow process, suppose that the related data passage set up success, and effectively.
This embodiment comprises:
Step 1301: the customer service terminal generates order data, and sends business management system to.
Step 1302: the customer service terminal sends sequence information by the data channel of having set up to service terminal.The sequence information that the customer service terminal is pushed to service terminal comprises the information such as memory address of order, and service terminal obtains actual order data in business management system after getting access to corresponding information.
Step 1303: the service terminal feedback message obtains the result.
Step 1304: service terminal obtains relevant order data from business management system.
Step 1305: business management system sends to service terminal to the associated order forms data; Business management system can be done authentication to user's information before sending order data.
Step 1306: after user's service terminal gets access to order data, be shown to the user and browse.
Present embodiment has provided the propelling movement flow process of order data.By present embodiment, the user can obtain visual order data, makes order more transparent for the user, strengthens user experience.
Other data message can the reference video flow data or the method for pushing of order data.
Figure 14 is the schematic flow sheet of service terminal processing messages embodiment in the method for the visual customer service realization of the present invention.User's service terminal need with the system interaction information such as business management system, video service system and message service system in the service supporting platform.When user's service terminal starts, can start the terminal message service processes module in the service terminal, terminal message service processes module operates on the terminal operating system module, by the third party's terminal message treatment progress module communication in local message management strategy and terminal operating system or the service terminal.
Terminal message service processes module is obtained related news from message service system, and convert local message to, then the local message after the conversion is sent to the terminal operating system module, give terminal message treatment progress module by the terminal operating system module forwards then; Perhaps, terminal message service processes module is directly transmitted local message and is given terminal message treatment progress module.Terminal message treatment progress resume module is responsible for handling and response message.
Present embodiment comprises:
Step 1401: after service terminal starts, start terminal message service processes module, the self check of terminal message service processes module.
Step 1402: terminal message service processes module is regularly obtained remote message to message service system.
Step 1403: the message that terminal message service processes module analysis gets access to, and remote message converted to local message.
Step 1404: terminal message service processes module sends to the terminal operating system module to the message after changing, and goes to step 1402 then, regularly repeats to obtain message and processing from message service system.
Step 1405: terminal message treatment progress module also starts when service terminal starts voluntarily.
Step 1406: terminal message treatment progress module is regularly obtained related news in the terminal operating system module.
Step 1407: the message that terminal message treatment progress resume module is obtained, as broadcast, demonstration etc.; After Message Processing is finished, forward step 1406 to, regularly repeat to obtain and handle local message.
When system realized, terminal message service processes module can directly be transmitted to terminal message treatment progress module to the local message after the conversion.
In user's the service terminal, polytype terminal message treatment progress module can be arranged.The local message of every type terminal message treatment progress resume module specified type.
One of ordinary skill in the art will appreciate that: all or part of step that realizes said method embodiment can be finished by the relevant hardware of program command, aforesaid program can be stored in the computer read/write memory medium, this program is carried out the step that comprises said method embodiment when carrying out; And aforesaid storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CD.
Figure 15 comprises customer service terminal 1501, service terminal 1502 for the structural representation of the system embodiment one of visual customer service realization of the present invention.Customer service terminal 1501 is used to the customer service information that provides visual; Service terminal 1502 is set up data channel with described customer service terminal, is used for receiving described visual customer service information by described data channel, and is shown to the user.Therefore can provide visual customer service to the user by the data channel between customer service terminal and the service terminal.
In order to integrate with prior art, present embodiment can also comprise customer service system 1503 and business management system 1504.Customer service system 1503 is used to receive the calling of user side and handles to the customer service side call forward; Business management system 1504 is used for user side and customer service side are carried out authentication processing, and storage is also handled order data.
Present embodiment can be set up the direct data channel between customer service terminal and the service terminal, by this direct-connected data channel and customer service system and business management system, can provide visual business datum to the user.
Figure 16 is the structural representation of the system embodiment two of visual customer service realization of the present invention.Different with embodiment one is that present embodiment is to set up indirect data channel.Present embodiment comprises customer service terminal 1601, service terminal 1602, customer service system 1603, business management system 1604, message service system 1605 and video service system 1606.
Wherein, customer service terminal 1601, service terminal 1602, customer service system 1603, business management system 1604 also need and can carry out alternately with message service system 1605 and video service system 1606 except having embodiment one described function.Message service system 1605 is used to receive the message relevant with visual customer service information that customer service terminal 1601 sends, and is transmitted to service terminal 1602; Video service system 1606 is used to receive the visual customer service information of customer service terminal 1601 transmissions and be transmitted to service terminal 1602.Therefore, customer service terminal can be notified to message service system with the information relevant with visual customer information (as the memory address of visual customer information); Service terminal obtains this relevant information to message server, obtains the content of concrete visual customer information again according to this relevant information, is shown to the user.
Wherein, service terminal obtains remote message from message server, is converted to local message.According to the flow process of Message Processing, service terminal can comprise terminal message service processes module, terminal operating system module and terminal message treatment progress module.Terminal message service processes module is used for obtaining remote message to message service system, and described remote message is converted to local message.Terminal message treatment progress module is used to receive described local message, and handles described local message; Terminal message treatment progress module can be player, browser etc.Wherein, terminal message service processes module can directly send to local message terminal message treatment progress module; Perhaps, terminal message service processes module sends to the terminal operating system module with local message, and terminal message treatment progress module is regularly obtained local message to the terminal operating system module.
Concrete, referring to Figure 17, the terminal message service processes module in the service terminal can comprise that service management module 1701, remote message receive modular converter 1702, local message administration module 1703 and local message and transmit module 1704.
Wherein, service management module 1701 is used to obtain the message parameter of message service system.Concrete, be mainly used in the related system that from business management system, obtains message service system, and item such as log management.
Remote message receives modular converter 1702 and is used to receive the remote message that message service system sends, and according to described message parameter described remote message is converted to local message, is stored in the local message queue.Concrete, be mainly used in analysis, local message conversion and the generation etc. of the inquiry of remote message and reception, message; The local message that generates sends the local message queue management to.
Local message administration module 1703 is used to manage described local message queue.Concrete, being mainly used in by the mode of formation and managing local message, relevant management work comprises message priority management, management life cycle, safety management etc.
Local message transmits module 1704 and is used for obtaining local message in described local message queue, and transmits described local message.Concrete, being mainly used in and from local message queue, obtaining local message, the configuration according to process sends to message recipient to local message then; Message recipient can be an operating system, also can be specific message sink process.
Above-mentioned module can specifically be applied in the terminal message service processes in the service terminal in this enforcement, and the terminal message service processes generally adopts first-in first-out management local message; Support the priority attribute of message, with the priority treatment of the message that guarantees high priority; Need in the management of message queue, support the processing of life cycle.
Referring to Figure 18, message service system 18 can comprise message sink module 1801, message queue administration module 1802, message transmission module 1803 and authentication management module 1804.
The affiliated party of message service system mainly contains three: message publisher (for example, the customer service terminal), message recipient (for example, user's service terminal) and business management system, wherein, message service system is supported eurypalynous message publisher and a large amount of message recipients.
Message publisher is by specific platform, connects the interface and the method for confession according to message service system, sends message to message service system.
Message recipient is by specific platform, and according to interface and the method that message service system provides, regular sends the request of obtaining message to message service system.The message service system handle sends to message recipient with the corresponding message of message recipient.
Interface and method that message service system provides according to business management system, identity by business management system checking message publisher or message recipient and professional ability etc.
Message service system starts the message that thread (or subprocess) receives and the processing messages publisher provides, and simultaneously, starts thread (or subprocess) reception and the processing messages recipient request to message.
Message queue administration module 1802 is used to manage described message queue.Concrete, manage local message by the mode of formation, relevant management work comprises message priority management, management life cycle, safety management etc.
Message service system need be supported the processing of life cycle in the management of message queue.Messenger service process in the service terminal need be supported the processing of life cycle in the management of message queue.
In order to protect message, can in the transport process of message, can encrypt message body.The messenger service process of message service system, service terminal and the associated process support of message issue terminal are to the encryption and decryption of message body.
Business management system is one of core system of service supporting platform, and this system provides the authentication service of user, contact staff and related service ability.Business management system provides api interface to make things convenient for other system call.
Present embodiment can be set up the indirect data channel between customer service terminal and the service terminal, by this data channel and customer service system and business management system that connects indirectly, can provide visual business datum to the user.
Business management system of the present invention also provides professional information service simultaneously.When system realized, some function may be put in other systems and be realized.
In actual applications, function corresponding is divided may have difference with the concrete grammar of embodiment, but if realize that principle is identical with the present invention, then is in the scope of the invention equally.
The foregoing description can provide visual data to the user by setting up the data channel of customer service terminal and service terminal, increases the transparency of customer service, strengthens user experience.Simultaneously, can integrate existing customer service system, message service system, video service system etc., make full use of operator's existing service system, by visual means, make that the attendant of client service center can guide, the consumption of participation and assisting users, client service center is become marketing center, thereby realize new profit model, and increase new profit growth point.
It should be noted that at last: above embodiment is only in order to technical scheme of the present invention to be described but not limit it, although the present invention is had been described in detail with reference to preferred embodiment, those of ordinary skill in the art is to be understood that: it still can make amendment or be equal to replacement technical scheme of the present invention, and these modifications or be equal to replacement and also can not make amended technical scheme break away from the spirit and scope of technical solution of the present invention.
Claims (18)
1. the method that visual customer service is realized is characterized in that, comprising:
Set up the data channel between customer service terminal and the service terminal;
Send visual customer service information by described data channel;
Wherein, the described data channel of setting up between customer service terminal and the service terminal comprises: by video service system and message service system, set up the data channel between customer service terminal and the service terminal;
Described method also comprises:
Message service system receives the transmission message that the customer service terminal sends;
Message service system carries out authentication processing by business management system to described transmission message;
If send message by authentication, then message service system is handled described transmission message, returns corresponding result to the customer service terminal;
Message service system returns to described customer service terminal with corresponding Message Processing state after the request of the query messages treatment state that receives the transmission of customer service terminal.
2. method according to claim 1 is characterized in that, also comprises:
The customer service system call request that terminal sends of managing business, and be stored in the call information formation;
Customer service system is handled the query requests that the customer service terminal sends, and is stored in the customer service message queue;
Customer service system is transmitted to the customer service terminal according to described call information formation and customer service message queue with call request.
3. method according to claim 2 is characterized in that, the call request that terminal sends of managing business of described customer service system comprises:
Customer service system receives the call request that the user sends by service terminal;
Customer service system authenticates described user by business management system according to described call request;
Customer service system is handled calling out by the Client-initiated of authentication;
Customer service system is returned corresponding result to service terminal, and after the request of the query call treatment state that receives service terminal, returns the corresponding call treatment state.
4. method according to claim 2 is characterized in that, the query requests that described customer service system is handled the transmission of customer service terminal comprises:
Customer service system receives the query requests that the contact staff sends by the customer service terminal;
Customer service system authenticates described contact staff by business management system according to described query requests;
If the contact staff is by authentication, then customer service system is transmitted to the customer service terminal with the call request in the call information formation;
Customer service system receives the result to call request that the customer service terminal sends;
Carry out log processing according to described result.
5. method according to claim 1 is characterized in that, also comprises:
After the customer service terminal received the call request of service terminal, the customer service phone initiatively initiated to set up the voice channel with subscriber phone.
6. method according to claim 5 is characterized in that, the customer service phone is set up and the voice channel of subscriber phone comprises:
Program control exchange of speech platform receives calling party's phone request that the customer service phone sends, and carries subscriber phone information in the request of described calling party's phone, and described subscriber phone information is obtained from the call request that service terminal sends;
Program control exchange of speech platform is transmitted the request of described calling party's phone and is given corresponding subscriber phone;
Program control exchange of speech platform is transmitted response status and is given the customer service phone, and described response status is the subscriber phone respective response that request is carried out according to described calling party's phone.
7. method according to claim 1 is characterized in that, also comprises:
Message service system receives the request of the inquiry related news of service terminal transmission;
Message service system carries out authentication processing by business management system to described request;
Message service system returns corresponding authentication processing result to service terminal;
Message service system receives the Message Processing result that business management system sends, and described Message Processing result is what obtain according to described authentication processing result;
Message service system returns to the customer service terminal with described Message Processing result;
The customer service terminal is handled message according to this Message Processing result.
8. method according to claim 1 is characterized in that, the described data channel of setting up comprises:
After the customer service terminal received the call request of service terminal, direct and service terminal was set up data channel;
If described data channel is set up successfully, then described data channel is the direct data channel between customer service terminal and the service terminal;
If described data channel is set up unsuccessful, then customer service terminal sends to message service system with customer service data message and corresponding service end message;
Interim data passage between foundation of customer service terminal and the data service system is by the data between described interim data channel transfer customer service terminal and the data service system;
Service terminal obtains the customer service data message corresponding with described service terminal on message server;
Service terminal is according to described customer service data message, set up and data service system between the interim data passage;
By the data between described customer service terminal of described data service system transfer and the service terminal.
9. method according to claim 1 is characterized in that, the visual customer service information of described transmission comprises:
The customer service terminal is adjusted Video stream information;
The customer service terminal sends the relevant parameter of video flowing to service terminal, checks decompression and the ability to play of service terminal to video flowing;
If service terminal has relevant ability, then customer service terminal is gathered and compression associated video stream;
The customer service terminal is given service terminal by data channel with pushing video streaming;
Service terminal decompresses and playback video stream;
Service terminal returns corresponding result by data channel.
10. method according to claim 1 is characterized in that, also comprises:
Set up the first interim data passage between customer service terminal and the video service system;
Set up the second interim data passage between service terminal and the video service system, and related with the described first interim data passage according to the customer service terminal iidentification with the service terminal sign;
The customer service terminal is passed through the first interim data passage to video service system uploaded videos data;
Video service system is transmitted described video data by the second interim data passage and is given service terminal.
11. method according to claim 1 is characterized in that, also comprises:
Business management system receives the submission order generation information that the customer service terminal sends;
Business management system generates order according to described order generation information;
Business management system sends to the customer service terminal with the order that generates.
12. method according to claim 11 is characterized in that, also comprises:
Service terminal receives the Order Address information that the customer service terminal sends;
Service terminal obtains order according to described Order Address information to business management system;
Service terminal is shown to the user with the order that obtains.
13. method according to claim 1 is characterized in that, also comprises:
Terminal message service processes module is obtained remote message to message service system;
Terminal message service processes module is converted to local message with described remote message;
Terminal message service processes module sends to described local message on the terminal operating system module, and terminal message treatment progress module is obtained described local message to described terminal operating system module; Perhaps terminal message service processes module directly sends to described terminal message treatment progress module with described local message;
The described local message of terminal message treatment progress resume module.
14. the system that visual customer service is realized is characterized in that, comprising:
The customer service terminal is used to the customer service information that provides visual;
Service terminal is set up data channel with described customer service terminal, is used for receiving described visual customer service information by described data channel, and is shown to the user;
Customer service system is used to receive the calling of service terminal and gives the customer service terminal with call forward;
Business management system is used for make a call requesting users and carry out authentication processing by the contact staff that the customer service terminal is initiated query requests by service terminal, and order data is also handled in storage;
Message service system is used to receive the message relevant with visual customer service information that the customer service terminal sends, and is transmitted to service terminal;
Video service system is used to receive the visual customer service information of customer service terminal transmission and be transmitted to service terminal;
Described message service system, also be used to receive the transmission message that the customer service terminal sends, by business management system described transmission message is carried out authentication processing, if send message by authentication, then described transmission message is handled, return corresponding result to the customer service terminal, and after the request of the query messages treatment state that receives the transmission of customer service terminal, corresponding Message Processing state is returned to described customer service terminal.
15. system according to claim 14 is characterized in that, described service terminal comprises:
Terminal message service processes module is used for obtaining remote message to message service system, and described remote message is converted to local message;
Terminal message treatment progress module is used to receive described local message, and handles described local message.
16. system according to claim 15 is characterized in that, described service terminal also comprises:
The terminal operating system module is used to receive the local message that described terminal message service processes module sends;
Described terminal message treatment progress module is regularly obtained described local message to described terminal operating system module.
17., it is characterized in that described terminal message service processes module comprises according to claim 15 or 16 described systems:
Service management module is used to obtain the message parameter of message service system;
Remote message receives modular converter, is used to receive the remote message that message service system sends, and according to described message parameter described remote message is converted to local message, is stored in the local message queue;
The local message administration module is used to manage described local message queue;
Local message transmits module, is used for obtaining local message in described local message queue, and transmits described local message.
18. system according to claim 14 is characterized in that, described message service system comprises:
The message sink module is used for receiving the message of message publisher transmission and being stored in message queue;
The message queue administration module is used to manage described message queue;
Message transmission module is used for obtaining message at described message queue and sends to message recipient;
The authentication management module is used for described message publisher and message recipient are carried out authentication processing.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2008101174664A CN101640736B (en) | 2008-07-30 | 2008-07-30 | Method and system for realizing visual customer service |
Applications Claiming Priority (1)
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| DE102010031283A1 (en) * | 2010-07-13 | 2012-01-19 | BSH Bosch und Siemens Hausgeräte GmbH | A method of assisting a home appliance operator in contacting a customer service representative, portable communication device, and home appliance |
| CN103841197B (en) * | 2014-03-07 | 2017-02-08 | 中国移动通信集团湖北有限公司 | Video cloud service system for constructing video seat supporting far-end service through cloud video |
| WO2016054977A1 (en) | 2014-10-09 | 2016-04-14 | 腾讯科技（深圳）有限公司 | Method and apparatus for interactive response |
| CN105681723B (en) * | 2014-11-18 | 2020-09-11 | 深圳市腾讯计算机系统有限公司 | Audio and video call method and device |
| CN106034184A (en) * | 2015-03-16 | 2016-10-19 | 中兴通讯股份有限公司 | Method and device for selecting service provider service |
| CN105847275A (en) * | 2016-04-29 | 2016-08-10 | 掌赢信息科技（上海）有限公司 | Data transmission channel creating method, system and server |
| CN109409818A (en) * | 2018-09-07 | 2019-03-01 | 安徽恒科信息技术有限公司 | The small micro- set-off guarantor of one kind opens up management system |
| CN110633816A (en) * | 2019-08-15 | 2019-12-31 | 咪咕文化科技有限公司 | Method for reserving service resources, terminal, server and storage medium |
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| CN101079845A (en) * | 2007-05-15 | 2007-11-28 | 腾讯科技（深圳）有限公司 | A customer service system and method based on instant communication tool |
| CN101227532A (en) * | 2008-01-31 | 2008-07-23 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
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| CN101079845A (en) * | 2007-05-15 | 2007-11-28 | 腾讯科技（深圳）有限公司 | A customer service system and method based on instant communication tool |
| CN101227532A (en) * | 2008-01-31 | 2008-07-23 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
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