CN102082883B - Method for customer service system to provide information for customers and customer service system - Google Patents
Method for customer service system to provide information for customers and customer service system Download PDFInfo
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- CN102082883B CN102082883B CN 200910188574 CN200910188574A CN102082883B CN 102082883 B CN102082883 B CN 102082883B CN 200910188574 CN200910188574 CN 200910188574 CN 200910188574 A CN200910188574 A CN 200910188574A CN 102082883 B CN102082883 B CN 102082883B
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Abstract
The invention discloses a method for a customer service system to provide information for customers and a customer service system. The method comprises steps as follows: (A) a customer service system receives a service request from a customer; (B) the customer service system transmits data of a webpage related to the service request to the customer, so that the customer can visit the webpage and carry out operation on the webpage at a mobile communication terminal; and (C) the customer service system carries out corresponding treatment according to the result of the operation of the customer on the webpage. The invention enhances the accuracy of information provided by the customer service system for customers.
Description
Technical field
The invention belongs to communication technical field, be specifically related to a kind of customer service system method and the customer service system of information are provided to the user.
Background technology
Along with the development of telecommunication path technology, the function of user terminal from strength to strength.User terminal not only can support voice be conversed, and can also support video communication and web page browsing etc.Simultaneously, the customer service system of intelligent network realization is more and more important for operator.Along with user terminal has new function, the user is also more and more higher to the requirement of customer service system.In order to improve user's satisfaction, customer service system need to be upgraded on original traditional voice COS, adds other type of interaction.Such as video customer service system etc.
After the user accesses customer service system, usually to provide detailed information to the contact staff.Some business when realizing, iff relying on voice, will be very inconvenient when the user provides information.Such as (1) user accesses customer service system, require the inquiry public bus network, in the time of user profile starting point and terminal point, if the not obvious sign in place just usually can produce misunderstandings when the user describes to the contact staff; (2) user is in the customer service system of access bank, and the contact staff of bank usually needs the user to input account's the information such as password in reciprocal process.The mode that adopts now is that the user understands voice menu of uppick, and then the user carries out the button selection according to menu prompt.User's selection information can be delivered to customer service system by dtmf tone.The user is in button, if button unsuccessfully can't the rollback change.Can't know also in the button process that oneself is by several buttons.
Summary of the invention
The main technical problem to be solved in the present invention is, provide a kind of customer service system that method and the customer service system of information are provided to the user, improved the accuracy of the information that customer service system provides to the user.
For solving the problems of the technologies described above, the invention provides a kind of customer service system to the method that the user provides information, comprise step:
A) customer service system receives user's service request;
The data of the webpage that B) customer service system will be relevant to this service request send to the user, access this webpage and at the enterprising line operate of this webpage for the user at mobile communication terminal;
C) operating result on webpage carries out respective handling to customer service system according to the user.
In the embodiment of the present invention, described steps A) and step B) between also further comprise step:
D) database access module of customer service system generates identification code and deposits in database, and then customer service system sends to communication terminal with the network address of identification code and described webpage;
E) after the Web server of customer service system receives the request of this webpage of access of mobile communication terminal, extract the identification code in the accessed web page request;
F) whether the inquiry of the Web server of customer service system has the identification code in identification code and accessed web page request to be complementary, if having enter step B).
In the embodiment of the present invention, step C) comprise step:
C1) receive the result of user's operation and process accordingly according to operating result by the Web server of customer service system, in the database that then by described WEB server, result and the identification code of described processing is write customer service system;
C2) inquired about in described database according to described identification code by attending a banquet of customer service system, obtain the result of described Web server;
C3) according to the result of described Web server, by seat, information is offered the user.
In the embodiment of the present invention, described customer service system is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
A kind of customer service system comprises seat, and described seat comprises the seat communication module, wherein,
The seat communication module, be used between seat and mobile communication terminal communication, receive user's service request and obtain Web server to the result of user's operation and information is offered the user.
In the embodiment of the present invention, described customer service system also comprises the database be used to the result of storing described identification code and Web server, described seat also comprises database access module, after described access modules receives the service request of user's transmission for the seat communication module, generate identification code, then in write into Databasce, for the Web server access.
In the embodiment of the present invention, the communication module of described seat is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
A kind of customer service system comprises seat and the Web server of webpage is provided to the user that described seat comprises the seat communication module, wherein,
The seat communication module, be used between seat and mobile communication terminal communication, receive user's service request and obtain Web server to the result of user's operation and information is offered the user;
Web server provides the webpage relevant to this service request to process to the user and according to user's operation.
In the embodiment of the present invention, described customer service system also comprises the database be used to the result of storing described identification code and Web server, described seat also comprises database access module, after described access modules receives the service request of user's transmission for the seat communication module, generate identification code, then in write into Databasce, for the Web server access;
Described Web server comprises the access authentication module, and described access authentication module is used for the WEB server and receives after the accessed web page request user's access legal authentication of carrying out whether.
In the embodiment of the present invention, the communication module of described seat is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
Compared with prior art, the embodiment of the present invention allows the user at the enterprising line operate of webpage when user and customer service system service interaction, has improved the accuracy of the information that customer service system provides to the user.
Description of drawings
Fig. 1 provides the method flow diagram of information for a kind of customer service system that the embodiment of the present invention one provides to the user;
A kind of customer service system block diagram that Fig. 2 provides for the embodiment of the present invention two;
A kind of customer service system block diagram that Fig. 3 provides for the embodiment of the present invention three.
Embodiment
By reference to the accompanying drawings the present invention is described in further detail below by embodiment.
Core concept of the present invention is: when the user accesses customer service system, allow the user at the enterprising line operate of webpage, improved the accuracy of the information that customer service system provides to the user.
Embodiment one
See also shown in Figure 1ly, a kind of customer service system that Fig. 1 provides for the embodiment of the present invention comprises the following steps to the method flow diagram that the user provides information:
Step 101: the user dials specific access code access customer service system by mobile communication terminal, and the seat of customer service system provides service to the user.
Step 102: the database access module of seat is random generates an identification code, and with in this identification code write into Databasce.
Step 103: the web page address that customer service system transmission identification code and mobile communication terminal need to be accessed is to mobile communication terminal.
Step 104: mobile communication terminal has received the web page address that mobile communication terminal that customer service system sends need to access and has pointed out whether need to access certain web page address to the user, if the user selects this web page address of grant access, mobile communication terminal starts browser access this address.
Step 105: customer service system extracts the identification code in the accessed web page request after receiving the accessed web page request of mobile communication terminal, and whether inquiry has the identification code in identification code and accessed web page request to be complementary, if having, authentication is passed through.
Step 106: if authentication is passed through, customer service system is done normal response to this accessed web page request, sends normal web data to the user; Otherwise customer service system is refused the request of this time web page access.
Step 107: user's browsing page also carries out the operation relevant with service, then operating result is sent to customer service system.
Step 108: after customer service system is received user's operating result, carry out respective handling according to user's web page operation result.
In the embodiment of the present invention, described customer service system is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
The embodiment of the present invention has improved the accuracy of the information that customer service system provides to the user when user and the customer service system service interaction.
Embodiment two
See also shown in Figure 2, a kind of customer service system block diagram that Fig. 2 provides for the embodiment of the present invention, described customer service system 21 comprises seat 210 and database 211, described seat 210 comprises seat communication module 2100 and database access module 2101.
In the embodiment of the present invention, the user dials specific access code access customer service system 21 by mobile communication terminal, and the seat of customer service system 21 210 couples of users provide service.
The database access module 2101 of seat 210 is random generates an identification code, and with in this identification code write into Databasce 211.The communication module 2100 transmission identification codes of seat 210 and the web page address that mobile communication terminal need to be accessed are to mobile communication terminal.
After mobile communication terminal received the web page address of seat 210 transmissions, whether mobile communication terminal is pointed out the user needed to access so-and-so web page address, if the user selects grant access, starts this network address of browser access.
In the present embodiment, the Web server 30 that is connected with customer service system is after receiving the web access requests of mobile communication terminal, Web server 30 access authentication modules 300 extract the identification code in the accessed web page request, access authentication module 300 accessing databases 211, therefrom whether inquiry has the identification code in identification code and access request to be complementary, if have, authentication is passed through, this record in access authentication module 300 delete database, 30 pairs of these access request of Web server are done normal response, send normal web data to mobile communication terminal.If the identification code that is not complementary, Web server 30 this time of refusal access.
The user does corresponding operation and sends user's operating result to Web server 30 webpage on browser.After Web server 30 is received user's operating result, the result of receiving is processed (such as the map location of user input etc.) or do not processed (such as the password of user's input etc.), then with in result and identification code write into Databasce 211.
The database access module 2101 of seat 210 uses identification code to inquire about in database 211, obtains the result of described Web server 30, processes accordingly according to the result of 30 pairs of user's operations of Web server.
In the embodiment of the present invention, the communication module 2100 of described seat 210 is by session initiation protocol (SIP) interface or Simple Object Access Protocol (SOAP) interface or privately owned interface and mobile communication terminal address.
The embodiment of the present invention has improved the accuracy of the information that customer service system provides to the user when user and the customer service system service interaction.
Embodiment three
See also shown in Figure 3, a kind of customer service system block diagram that Fig. 3 provides for the embodiment of the present invention, described customer service system 31 comprises seat 310, database 311 and the Web server 312 of the Web page is provided to the user, described seat 210 comprises seat communication module 3100 and database access module 3101, and described Web server 312 comprises access authentication module 3120.
In the embodiment of the present invention, the user dials specific access code access customer service system 31 by mobile communication terminal, and the seat of customer service system 31 310 couples of users provide service.
The database access module 3101 of seat 310 is random generates an identification code, and with in this identification code write into Databasce 311.The communication module 3100 transmission identification codes of seat 310 and the web page address that mobile communication terminal need to be accessed are to mobile communication terminal.
After mobile communication terminal received the web page address of seat 310 transmissions, whether mobile communication terminal is pointed out the user needed to access so-and-so web page address, if the user selects grant access, starts this network address of browser access.
The user does corresponding operation and sends user's operating result to Web server 312 webpage on browser.After Web server 312 is received user's operating result, the result of receiving is processed (such as the map location of user input etc.) or do not processed (such as the password of user's input etc.), then with in result and identification code write into Databasce 311.
The database access module 32101 of seat 310 uses identification code to inquire about in database 311, obtains the result of described Web server 312, according to Web server, the processing of user's operation is processed accordingly.
In the embodiment of the present invention, the communication module 3100 of described seat 310 is by session initiation protocol (SIP) interface or Simple Object Access Protocol (SOAP) interface or privately owned interface and mobile communication terminal address.
The embodiment of the present invention has improved the accuracy of the information that customer service system provides to the user when user and the customer service system service interaction.
Embodiment four
The below dials customer service 10000 take user 13888888888 need to search bus routes as example detailed description the specific embodiment of the present invention.
Suppose that user 13888888888 dials 10000 access customer service systems.Customer service system has found seat A to provide service to this user by queuing.In the process to user's service, customer requirements inquiry public bus network.This just requires the starting point of user's incoming line and the particular location of terminal point.The database access module of seat A is random generates one for the long identification code of authentication, is assumed to be 2442ef54522L+gR.And in the table with this identification code write into Databasce appointment.
The communication module of seat sends the Info request message of Session Initiation Protocol to the user.The Content-Type field of Info message is Content-Type:application/http-url.The field of back is: url=http: //＜the Web page address of public transportation enquiry 〉? 2442ef54522L+gR.
The communication module of communication terminal is after receiving Info message, and the Web page address that extracts public transportation enquiry in message is http: //＜the Web page address of public transportation enquiry 〉? 2442ef54522L+gR.The web page access module of communication terminal to the user point out " need accessed web page address http: //＜the Web page address of public transportation enquiry, allow? "The user selects, and the web page access module starts browser and accesses this address.
The access authentication module of Web server extracts the subsidiary identification code 2442ef54522L+gR in back, URL address in the web access requests that receives.Then the access authentication module is removed Query Database, therefrom whether inquiry has the identification code in identification code and access request to be complementary, finding has 2442ef54522L+gR in authentication code, the access authentication module is thought the authentication of this access is passed through, this in delete database record, and notify the Web server authentication to pass through, Web server is to the webpage of user's transmission with map.The user does operation to webpage on browser, identify starting point and the terminal point of public transport on map, and submits to.If the access authentication module does not find the identification code of coupling, Web server returns to the page that reports an error to the user.After the user finds, can continue to exchange by voice and seat, seat uses other modes to continue to provide service to the user.
The database access module of seat is at interval of database of access in 5 seconds.Use identification code 2442ef54522L+gR as querying condition, remove to search the record of user's result.After the database access module of seat finds the record that Web server writes.Then the circuit that seat is taken by voice informing public transport to the user proceeds following service procedure.
The embodiment of the present invention allows the user at the enterprising line operate of webpage when user and customer service system service interaction, improved the accuracy of the information that customer service system provides to the user.
Above content is in conjunction with concrete execution mode further description made for the present invention, can not assert that concrete enforcement of the present invention is confined to these explanations.For the general technical staff of the technical field of the invention, without departing from the inventive concept of the premise, can also make some simple deduction or replace, all should be considered as belonging to protection scope of the present invention.
Claims (8)
1. a customer service system provides the method for information to the user, it is characterized in that, comprises step:
A) customer service system receives user's service request;
D) database access module of customer service system generates identification code and deposits in database, and then customer service system sends to communication terminal with the network address of identification code and described webpage;
E) after the Web server of customer service system receives the request of this webpage of access of mobile communication terminal, extract the identification code in the accessed web page request;
F) whether there is the identification code in identification code and accessed web page request to be complementary in the described database of the Web server of customer service system inquiry, if having enter step B);
The data of the webpage that B) customer service system will be relevant to this service request send to the user, access this webpage and at the enterprising line operate of this webpage for the user at mobile communication terminal;
C) operating result on webpage carries out respective handling to customer service system according to the user.
2. method according to claim 1, is characterized in that, step C) comprise step:
C1) Web server by customer service system receives the result of user's operation and processes accordingly according to operating result, then by described WEB server, described result and identification code is write in the database of customer service system;
C2) inquired about in described database according to described identification code by attending a banquet of customer service system, obtain the result of described Web server;
C3) according to the result of described Web server, by seat, information is offered the user.
3. according to claim 1-2 described methods of any one, is characterized in that, described customer service system is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
4. a customer service system, is characterized in that, comprises seat, and described seat comprises the seat communication module, wherein,
The seat communication module, be used between seat and mobile communication terminal communication, receive user's service request and obtain Web server to the result of user's operation and information is offered the user;
Also comprise database access module, described access modules generates identification code after receiving the service request of user's transmission for the seat communication module, then in write into Databasce, for the Web server access;
Database, described database is for the result of storing described identification code and Web server.
5. customer service system according to claim 4, is characterized in that, the communication module of described seat is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
6. a customer service system, is characterized in that, comprises seat and the Web server of webpage is provided to the user, and described seat comprises seat communication module, database access module, database, wherein,
The seat communication module, be used between seat and mobile communication terminal communication, receive user's service request and obtain Web server to the result of user's operation and information is offered the user;
Database access module receive the service request of user's transmission for the seat communication module after, generates identification code, then in write into Databasce, for the Web server access;
Database is used for the result of storing described identification code and Web server;
Web server provides the webpage relevant to this service request to process to the user and according to user's operation.
7. customer service system according to claim 6, is characterized in that, described Web server also comprises the access authentication module, and described access authentication module is used for the WEB server and receives after the accessed web page request user's access legal authentication of carrying out whether.
8. according to claim 6-7 described customer service systems of any one, is characterized in that, the communication module of described seat is by session initiation protocol SIP interface or simple object access protocol interface or privately owned interface and mobile communication terminal address.
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Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102984117B (en) * | 2011-09-07 | 2016-06-22 | 中国移动通信集团公司 | The method for authenticating of a kind of web pages component, authentication server and right discriminating system |
| CN106790004B (en) * | 2016-12-12 | 2021-02-02 | 北京易掌云峰科技有限公司 | Customer service auxiliary real-time prompt system based on artificial intelligence |
| CN111311286B (en) * | 2020-02-27 | 2023-04-07 | 腾讯科技（深圳）有限公司 | Intelligent customer service data processing method and device, computing equipment and storage medium |
| CN115242474A (en) * | 2022-07-14 | 2022-10-25 | 观澜网络(杭州)有限公司 | Real-time communication system, method, terminal equipment and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN1398370A (en) * | 2000-02-08 | 2003-02-19 | 赫尔普梅金有限公司 | Information service for providing help contents |
| CN101355610A (en) * | 2008-09-10 | 2009-01-28 | 魏中华 | Method for providing client service information, self-help client service module and system |
| CN101364995A (en) * | 2007-08-10 | 2009-02-11 | 富士胶片株式会社 | Web server system |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1398370A (en) * | 2000-02-08 | 2003-02-19 | 赫尔普梅金有限公司 | Information service for providing help contents |
| CN101364995A (en) * | 2007-08-10 | 2009-02-11 | 富士胶片株式会社 | Web server system |
| CN101355610A (en) * | 2008-09-10 | 2009-01-28 | 魏中华 | Method for providing client service information, self-help client service module and system |
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