CN109600525A - The control method and device of call center based on virtual reality - Google Patents
The control method and device of call center based on virtual reality Download PDFInfo
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- CN109600525A CN109600525A CN201811363209.9A CN201811363209A CN109600525A CN 109600525 A CN109600525 A CN 109600525A CN 201811363209 A CN201811363209 A CN 201811363209A CN 109600525 A CN109600525 A CN 109600525A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- Telephonic Communication Services (AREA)
- User Interface Of Digital Computer (AREA)
Abstract
Embodiment of the invention discloses a kind of control method and device of call center based on virtual reality, it is related to field of communication technology, for solving in the prior art since IVR system can not provide the corresponding tool of different service types as scene information causes the information on services of IVR system to obtain the technical problem that efficiency is relatively low and conveys accuracy relatively low for user.This method comprises: receiving the service access requests for the carrying user identifier that user is sent by calling terminal, the user information of user is obtained according to the user identifier, by the corresponding business service resource of the user information of calling terminal accessing user, the user information of user is included at least: user gradation and user ascription area；Then the type of service that user prompts selection according to the selection of calling terminal is obtained, virtual service scene corresponding with the type of service is created and is shown in the human-computer interaction interface of calling terminal, to guide user to input user instruction.The present invention is provided services to the user for call center.
Description
Technical field
The embodiment of the present invention is related to field of communication technology, and in particular to a kind of control of the call center based on virtual reality
Method and device processed.
Background technique
IVR system (Interactive Voice Response, interactive voice response) is even if with phone or mobile phone
Equal calling terminals enter call center service, are obtained by the operation indicating of call center service and are believed with service needed for user
The system for ceasing or listening to cell phone entertainment product, such as user is by dialing mobile phone operators service number inquiry mobile phone telephone expenses
Or it cellular service information, is looked by dialing bank service number inquiry bank account information or dialing service for life number
Ask urban traffic information etc..Currently, IVR system, which is mainly used in common carrier and bank etc., contains a large number of users account
The call center service of the enterprise of information, it is huge so that quantity is effectively relieved while providing accurately and effectively information on services for user
User's request that class was seeked advice from or handled to big account brings the pressure of artificial customer service.
User can hear relevant voice prompting, user presses on lower keyboard according to their own needs after entering IVR system
Relevant key, the information triggering for the key that IVR system is pressed according to user play the corresponding voice letter stored in IVR system
Breath.However, when user obtains information on services by IVR system, presence service information acquisition efficiency is relatively low in actual conditions, with
And the problem of is difficult to by accurate understanding and is received for the information on services of acquisition, harm users experience；In addition, the presence of the above problem
So that user tends to seek help to artificial customer service, prevent the seat pressure of call center service is from being effectively relieved.
Summary of the invention
The embodiment of the present invention provides a kind of control method and device of call center based on virtual reality, for solving
In the prior art since IVR system can not provide the corresponding tool of different service types as scene information leads to IVR system for user
Information on services obtain efficiency and convey accuracy relatively low technical problem.
In a first aspect, providing a kind of control method of call center based on virtual reality, comprising:
The service access requests for receiving the carrying user identifier that user is sent by calling terminal, according to the user identifier
The user information for obtaining the user, the corresponding business service money of the user information that the calling terminal is accessed into the user
Source；The user information of the user includes at least: user gradation and user ascription area；
Obtain the type of service that user prompts selection according to type of service selection；
The corresponding virtual scene establishing resource of type of service is obtained, virtual service field is created according to virtual scene establishing resource
Scape；
Show virtual service scene, in the human-computer interaction interface of calling terminal in order to guide by virtual service scene
User inputs user instruction.
It can be seen that the present invention obtains the industry that user selects after calling terminal can be accessed to corresponding business service resource
Service type, and by showing that the corresponding virtual service scene of different service types guides user to input user instruction to user.By
Information on services abundant intuitively visually can be shown to user in virtual service scene, user can pass through initiative
Visual search carrys out quick search and obtains corresponding information on services, so that effectively promoting information on services obtains efficiency；Simultaneously as
Virtual service scene is the tool image field scape virtualized to actual services scene, and user is easier to join according to virtual service scene
Expect handling the actual services scene of corresponding business, therefore be also easier to accurately understand and receive acquired information on services,
To effectively promote conveying service information accuracy.
Second aspect provides a kind of control device of call center based on virtual reality, comprising:
Calling receiver module, the service for receiving the carrying user identifier that user is sent by calling terminal, which accesses, asks
It asks, the user information of the user is obtained according to user identifier, the calling terminal is accessed to the user information pair of the user
The business service resource answered；The user information of the user includes at least: user gradation and user ascription area；
Data processing module, for storing user information；
Module is obtained, the type of service of selection is prompted for obtaining the selection of user's root type of service；
Scene creation module is obtained for obtaining the type of service that module obtains according to type of service from virtual resource module
The corresponding virtual scene establishing resource of type of service creates virtual service scene according to virtual scene establishing resource；
Virtual resource module, for storing the virtual scene establishing resource of creation virtual service scene；
Human-computer interaction module, for showing virtual service scene in the human-computer interaction interface of calling terminal, in order to logical
It crosses virtual service scene guidance user and inputs user instruction.
The third aspect provides a kind of control device of call center based on virtual reality, comprising: one or more processing
Device；Processor is used to execute the computer program code in memory, and computer program code includes instruction, makes based on virtual
The control device of the call center of reality executes the control method of the call center based on virtual reality of above-mentioned first aspect.
Fourth aspect provides a kind of storage medium, which is characterized in that storage medium is stored with instruction code, instruction code
For executing the control method of the call center based on virtual reality such as above-mentioned first aspect.
5th aspect, provides a kind of computer program product, which is characterized in that computer program product includes instruction generation
Code, instruction code are used to execute the control method of the call center based on virtual reality such as above-mentioned first aspect.
It is to be appreciated that above-mentioned offer by the control device of the call center of virtual reality, storage medium and based on
Calculation machine product is for executing the corresponding method of first aspect presented above, and therefore, the attainable beneficial effect of institute can join
It is admitted to the beneficial effect of corresponding scheme in the method and following detailed description of literary first aspect, details are not described herein again.
Detailed description of the invention
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
Fig. 1 shows a kind of method flow of the control method of call center based on virtual reality provided by the invention
Figure；
Fig. 2 shows the method flows of the control method of another call center based on virtual reality provided by the invention
Figure；
Fig. 3 shows a kind of functional structure frame of the control device of call center based on virtual reality provided by the invention
Figure；
Fig. 4 shows the functional structure of the control device of another call center based on virtual reality provided by the invention
Block diagram；
Fig. 5 shows the functional structure of the control device of another call center based on virtual reality provided by the invention
Block diagram.
Specific embodiment
Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete
Site preparation description, it is clear that described embodiment is some embodiments of the present application, instead of all the embodiments.Based on this Shen
Please in embodiment, every other implementation obtained by those of ordinary skill in the art without making creative efforts
Example, shall fall in the protection scope of this application.In the embodiment of the present application, " illustrative " or " such as " etc. words for indicate make
Example, illustration or explanation.Be described as in the embodiment of the present application " illustrative " or " such as " any embodiment or design
Scheme is not necessarily to be construed as than other embodiments or design scheme more preferably or more advantage.Specifically, it uses " exemplary
" or " such as " etc. words be intended to that related notion is presented in specific ways.
Before introducing the present invention, the process for providing service to current IVR system first for user is simply introduced.Mesh
Before, when IVR system provides service for user, it usually needs user passively listens to more wheel voice promptings, and according to every wheel voice
It prompts to obtain the corresponding voice messaging of information on services that IVR system plays after executing keyboard corresponding button operation, herein mistake
Cheng Zhong, user need to be performed a plurality of times button operation, and operating process is cumbersome, and listen to voice prompting and need to spend more time, lead
The acquisition efficiency of cause information on services is relatively low and user experience is poor；Meanwhile the mode of IVR system offer information on services is retouched for voice
It states, the information on services of voice description is typically more abstract for a user, and user is only difficult to association by single voice description
To the scene information of elephant is more had, so that user allows to get information on services, it is also difficult to quasi- to the information on services of acquisition
Really understand and receive, conveying service information accuracy is lower；In addition, under the influence of above-mentioned two situations, when user tend to
When artificial customer service is sought help, the seat pressure for improving service centre can be corresponded to, causes the seat pressure of call center service that cannot obtain
To being effectively relieved.
Based on above-mentioned problem, the present invention provides a kind of control method of call center based on virtual reality, such as
Shown in Fig. 1, this method comprises:
Step S110: receiving the service access requests of carrying user identifier that user is sent by calling terminal, according to
Family mark obtains the user information of user from data processing module, by the corresponding industry of the user information of calling terminal accessing user
Business Service Source.
Specifically, above-mentioned calling terminal can for VR (Virtual Reality, virtual reality) all-in-one machine, mobile terminal,
And the terminal devices such as PC (personal computer, personal computer) terminal.User identifier is being capable of unique identification user
Information, such as the calling terminal number of user, calling terminal ID or user's input User ID (such as user name), or
In human identification's information (finger print information or iris information of such as user) specific implementation of person user, as long as can uniquely mark
Know user, the present invention is not construed as limiting the concrete form of user identifier.
In this step, the data processing module for storing user information can be preset.When obtaining user information,
It can be inquired in data processing module according to user identifier and obtain user identifier corresponding user information (that is: the use of user
Family information).The user information of user at least may include: user gradation and user ascription area.It is, of course, understood that
In specific implementation, the user information of user can also include the other and use in addition to above-mentioned user gradation and user ascription area
The relevant information in family, such as user's history business information, customized information and the user's characteristic information (property of such as user
Not, age, service preferences, business scenario preference etc. can indicate the relevant information of user characteristics) etc..In the use for obtaining user
After the information of family, business service resource corresponding with above-mentioned user information can be determined according to preset matching relationship, and will exhale
Terminal is made to access above-mentioned business service resource.Wherein, above-mentioned matching relationship can be by those skilled in the art according to the actual situation
It is configured, this is not limited by the present invention.
Step S120: the type of service that user prompts selection according to type of service selection is obtained.
Specifically, type of service is specially the type for the transacting business that call center can provide a user, including but not
Be limited to: get tickets business, the air ticket ticket booking of banking, insurance business, cargo service, medical service business, ticket ticket booking is got tickets industry
Business, communication service, network transaction service, life information inquiry or fee payment service and meeting.
Type of service selection prompt prompting mode can there are many, such as can for user show include multiple business
The selection interface of type, user is by executing corresponding selection operation to the corresponding select button of type of service in business interface
(such as clicking operation) selects corresponding type of service；Or, or voice prompting plays voice to user to mention
Show that user executes corresponding button operation, obtains type of service corresponding with the button operation of user, etc..
In specific implementation, the present invention is not construed as limiting the prompting mode of type of service selection prompt, as long as use can be obtained
Family prompts the type of service of selection according to type of service selection.
Step S130: the corresponding virtual scene establishing resource of above-mentioned type of service is obtained, according to virtual scene establishing resource
Create virtual service scene.
Specifically, virtual scene establishing resource may include: virtual scene creation material and virtual scene creation algorithm.
Virtual scene creation material may include creation virtual service scene needed for virtual building material (such as Virtual Building image),
Virtual portrait material (such as virtual portrait image), virtual unit material (such as virtual ticket taking machine) material resource；Virtual scene wound
It builds algorithm and is specifically as follows related algorithm for supporting virtual service scene transacting business, such as collision detection algorithm, positioning
Algorithm, motion capture algorithm, Gesture Recognition Algorithm etc..It is virtual being created according to virtual scene establishing resource in specific implementation
When business scenario, can be created according to virtual scene material and virtual scene using VR engine (such as Unity3D, Unreal4 and
Cry etc.) creation algorithm creation virtual service scene.
Wherein, corresponding to the type of service in step S120, virtual service scene be can include but is not limited to: banking
Handle scene, insurance business handles scene, cargo service handles scene, the ticket booking of medical service business handling scene, ticket is got tickets
Scene, network transaction service scene, life are handled in get tickets business handling scene, the communication service of business handling scene, air ticket ticket booking
Information inquiry or fee payment service handle scene and conference scenario.
Wherein, in order to provide a user the virtual service scene of elephant of more having, virtual service scene at least may include as
Lower scene information: handle the type of service generation place, business operation need virtual unit, virtual certificate, virtual consumptive material,
And pseudo operation button, etc..In specific implementation, it is to handle ticket to get tickets for business by type of service, handles ticket and take
It at least may include: virtual station, virtual ticket ticket taking machine, virtual identity card in the virtual service scene of ticket business
Part, virtual ticket and virtual button of getting tickets.It is, of course, understood that virtual service scene may be used also in specific implementation
With comprising the relevant information of other and business scenario in addition to above- mentioned information, to help the user better understand the virtual industry
Business scene, such as weather pattern, displaying and the corresponding place in the place on target ground can be shown according to the weather condition on target ground
Feature etc., and according to can be with such as in medical service business handling scene with virtual portrait pattern corresponding in the scene
Show the virtual portraits patterns such as the relevant building of hospital and doctor, nurse.
Further, in order to promote the authenticity of virtual service scene, the corresponding scene of each type of service can be preset
Parameter and/or creation rule, then according to preset the corresponding scenario parameters of each type of service and/or creation rule and
Virtual scene establishing resource creates virtual service scene.Wherein scenario parameters may include the close degree of comb of building, building
The scene informations such as form, the scaling of model degree of building, weather pattern, Site characterization, virtual portrait pattern parameter.Wound
Real physical rules can be followed by building rule, so that virtual service scene is truer.In specific implementation, scenario parameters and wound
Building rule can be configured according to the actual situation by those skilled in the art, and this is not limited by the present invention.It is then empty in creation
When quasi- business scenario, on the basis of being based on above-mentioned virtual scene establishing resource, can according to virtual scene establishing resource and
Scenario parameters and/or creation rule create the virtual service scene of better authenticity using VR engine.
It wherein, can also be further to above-mentioned virtual service after the creation process for completing above-mentioned virtual service scene
Scene carries out special effect processing, such as VR scene details is portrayed and rendered, and user is made more to have the sense of reality.
Step S140: virtual service scene is shown, in the human-computer interaction interface of calling terminal in order to pass through virtual industry
Scene of being engaged in guidance user inputs user instruction.
Specifically, the type of user instruction can there are many, such as can be phonetic order, as user issue voice life
It enables；It may be action command, the gesture motion made such as user；Or user refers to the operation of human-computer interaction interface
It enables, such as sliding, click operation that user executes human-computer interaction interface.
It can be seen that the present invention obtains the industry that user selects after calling terminal can be accessed to corresponding business service resource
Service type, and by showing that the corresponding virtual service scene of different service types guides user to input user instruction to user.By
Information on services abundant intuitively visually can be shown to user in virtual service scene, user can pass through initiative
Visual search carrys out quick search and obtains corresponding information on services, so that effectively promoting information on services obtains efficiency；Simultaneously as
Virtual service scene is the tool image field scape virtualized to actual services scene, and user is easier to join according to virtual service scene
Expect handling the actual services scene of corresponding business, therefore be also easier to accurately understand and receive acquired information on services,
To effectively promote conveying service information accuracy.
The control method of call center the present invention also provides another kind based on virtual reality, as shown in Fig. 2, this method
Include:
Step S201: the service access requests for the carrying user identifier that user is sent by calling terminal are received.
Step S202: the user information of user is obtained according to user identifier.
Specifically, step S201 and step S202 are identical as the implementation of step S110 in above method embodiment, tool
Body may refer to the corresponding description in step S110, and details are not described herein again.
Wherein, in order to further improve the treatment process to service access requests, user's letter is being obtained according to user identifier
It, can also be according to the preset queuing processing for being lined up processing rule to service access requests processing after breath.For example, can basis
Being lined up to service access requests for the sequence of the time of service access requests is received, or can be connect according to the service of initiation
Enter the significance level of the user of request user be lined up etc..Furthermore it is also possible to be carried out to the user in queueing condition
Label, and monitor according to above-mentioned label the queueing condition of user, such as the current in the queue position of user, estimated waiting time
Deng；The variation of queueing condition is informed the user when changing in order to user's queueing condition in time；Or it is arranged in user query
The queueing condition current to user feedback user when team's state；Or client's message can also be carried out and be lined up, it may be assumed that stayed according to client
Speech distributes corresponding artificial or IVR and carries out corresponding calling terminal of active call etc..
Step S203: being authenticated according to user's information, upon successful authentication, executes step S204；Otherwise it ties
Beam this method process.
It is authenticated according to user's information, that is, judges whether user information meets preset authentication condition, if so,
Then determine to authenticate successfully, executes step S204；If it is not, then terminating this method process.
In specific implementation, preset authentication condition can be configured according to the actual situation by this field skill personnel, this hair
It is bright that this is not construed as limiting.
Step S204: it is that calling terminal distributes corresponding business service resource according to user information, calling terminal is accessed
Business service resource.
It specifically, in this step, can be that calling terminal distribution is corresponding according to user gradation and user ascription area
Business service resource, and by calling terminal access service Service Source.
It specifically, can be that the user distributes the ownership place corresponding business service resource nearby according to user ascription area,
Such as user is Beijing user, then distributes Pekinese's business service resource nearby for the user；Can be according to user gradation should
User distributes corresponding with its user gradation business service resource, for example, if user gradation includes ordinary user and advanced level user,
It is then general in the corresponding business service resource of user's distributing user ownership place when the user gradation of user is ordinary user
Logical business service resource；It is then the corresponding industry of user's distributing user ownership place when the user gradation of user is advanced level user
The higher level service Service Source, etc. being engaged in Service Source.Guarantee that user can obtain the service for being most suitable for user.
It is, of course, understood that in specific implementation according to user gradation and user ascription area and it can also be combined
Its user information (such as user's history business information, customized information, user's characteristic information etc.) is calling terminal
Corresponding business service resource is distributed, the specific method of salary distribution can be set according to the actual situation by those skilled in the art
It sets, this is not limited by the present invention.
Step S205: the type of service that user prompts selection according to the selection of calling terminal is obtained.
Step S206: the corresponding virtual scene establishing resource of type of service is obtained, is created according to virtual scene establishing resource
Virtual service scene.
Step S207: virtual service scene is shown in the human-computer interaction interface of calling terminal, passes through above-mentioned virtual service
Scene guides user to input user instruction.
Specifically, the implementation procedure of step S205- step S207 is identical as step S120- step S140, can specifically join
See the corresponding description in step S205- step S207, details are not described herein again.
Step S208: the corresponding operation flow of user instruction and Business Entity information of user's input are called, according to business
Process and Business Entity information generate Service Component.
Specifically, the type of user instruction can there are many, such as can be phonetic order, as user issue voice life
It enables；It may be action command, the gesture motion made such as user；Or user refers to the operation of human-computer interaction interface
It enables, such as sliding, click operation that user executes human-computer interaction interface；Etc..
Business Entity information is specifically as follows the information of Business Entity corresponding to the type of service handled, such as handle
Type of service is banking, then its corresponding Business Entity information may include: bank account information, check information, bank
Card information, foreground personal information etc..Operation flow calls business when being specifically as follows the business for handling corresponding type of service
The process of entity information, for example, corresponding operation flow is withdrawal process, the operation flow when handling bank debits business
It can be with are as follows: the bank card information-reading user input bank card password-displaying withdrawal amount option-reading for reading insertion is used
Withdrawal amount-confirmation of family selection is withdrawn the money.
Service Component is specially Business Entity and the correspondence component that operation flow is constituted, such as handling bank business self-help drawing money
When, the Service Component that is made of bank account information, cash, ATM machine and withdrawal process.
In this step, the corresponding operation flow of user instruction and Business Entity are called by preset handshake interface
Information, and Service Component is generated according to operation flow and Business Entity information, in order to subsequent step (corresponding step S209)
In user instruction is handled by the Service Component.
Step S209: user instruction is handled by Service Component and outgoing traffic instructs.
Specifically, when Service Component processing user instruction, corresponding Business Entity is called according to operation flow, and in business
Output includes the service order of service processing result after process is finished.
Step S210: information on services is generated according to service order, above-mentioned information on services is shown in human-computer interaction interface.
Information on services is generated according to the processing result for including in service order, above-mentioned service is shown in human-computer interaction interface
Information.Wherein, above-mentioned information on services may include: voice messaging, image information and/or video information.
For example, user is started corresponding by VR all-in-one machine for providing ticket booking service for certain VIP user
Application software, input service call number initiate service access requests；VR all-in-one machine is wherein carried in the service access requests
Terminals physical mark and application software mark.After receiving above-mentioned service access requests, obtain in the service access requests
The terminals physical of carrying identifies and application software mark, and obtains user to terminals physical mark and application software mark
Information simultaneously authenticates user information, obtains authenticating result, and authenticating result may include: that the user is legitimate user, service
Grade is VIP3 grades, non-black list user, user ascription area, customized information, user personality information etc..Work as authenticating result
When to authenticate successfully, according to the user service grade be VIP3 grades, user ascription area, customized information, user characteristics are believed
The user informations such as breath distribute the business service resource of the user, and business service resource includes that the queuing that the grade of service is VIP3 grades is excellent
First, routing, ownership place access-in resource etc., then according to the grade of service by VR all-in-one machine access service Service Source, user
Select after access system Service Source: bank service then creates corresponding banking field according to the bank service of user's selection
Scape, user input user instruction in banking scene.After receiving above-mentioned user instruction, pass through handshake interface tune
With operation flow and Business Entity, corresponding Service Component is generated, and user instruction is handled by Service Component and is tied according to processing
The instruction of fruit outgoing traffic, finally on human-computer interaction interface to user's display systems to instruction treated corresponding informance.
It can be seen that the present invention obtains the industry that user selects after calling terminal can be accessed to corresponding business service resource
Service type, and by showing that the corresponding virtual service scene of different service types guides user to input user instruction to user.Cause
This present invention can provide for user with specific aim and individual character for the type of service that user selects and in conjunction with user information
The virtual service scene of change, to preferably meet customer service demand；Simultaneously as virtual service scene can be visually
Information on services abundant intuitively is shown to user, and user can be by the visual search of initiative come quick search and acquisition pair
The information on services answered, so that effectively promoting information on services obtains efficiency；Simultaneously as virtual service scene is to actual services field
The tool image field scape that scape is virtualized, user no longer need to the voice provided according to IVR system and describe to listen attentively to IVR with third party's identity
The information on services of system plays, but virtual service scene can be goed deep into the visual angle of leading role and be interacted with it, user is not
It is one-side " recipient " again, but " participant ", this makes user be based on the more easily association of above-mentioned virtual service scene
To handling the actual services scene of corresponding business, therefore it is also easier to accurately understand and receive acquired information on services, from
And effectively promote conveying service information accuracy.
Fig. 3 shows a kind of control device of call center based on virtual reality provided by the invention, comprising:
Calling receiver module 31, the service for receiving the carrying user identifier that user is sent by calling terminal, which accesses, asks
It asks, calling terminal is accessed by corresponding business service resource according to user identifier.
Module 32 is obtained, the type of service of selection is prompted according to type of service selection for obtaining user.
Scene creation module 33, for being obtained from virtual resource module 34 according to the type of service for obtaining the acquisition of module 32
The corresponding virtual scene establishing resource of type of service creates virtual service scene according to virtual scene establishing resource.
Virtual resource module 34, for storing the virtual scene establishing resource of creation virtual service scene；
Human-computer interaction module 35, for showing virtual service scene in the human-computer interaction interface of calling terminal, in order to
User is guided to input user instruction by virtual service scene.
Data processing module 36, for storing user information.
All related contents for each step that above method embodiment is related to can quote the function of corresponding function module
It can describe, details are not described herein for effect.
Fig. 4 shows the control device of another call center based on virtual reality provided by the invention, comprising:
Calling receiver module 41, the service for receiving the carrying user identifier that user is sent by calling terminal, which accesses, asks
It asks, calling terminal is accessed by corresponding business service resource according to user identifier.
Optionally, calling receiver module 41 is specifically used for:
User is authenticated according to user identifier, upon successful authentication, user information is obtained according to user identifier；User
Information includes at least: user gradation and user ascription area；
It is that calling terminal distributes corresponding business service resource according to user information, calling terminal access service service is provided
Source.
Module 42 is obtained, the type of service of selection is prompted according to type of service selection for obtaining user.
Scene creation module 43, for obtaining business from virtual resource module according to the type of service for obtaining the acquisition of module 42
The corresponding virtual scene establishing resource of type creates virtual service scene according to virtual scene establishing resource.
Virtual resource module 44, for storing the virtual scene establishing resource of creation virtual service scene；
Human-computer interaction module 45, for showing virtual service scene in the human-computer interaction interface of calling terminal, in order to
User is guided to input user instruction by virtual service scene.
Message control module 46, the corresponding operation flow of user instruction and Business Entity letter for calling user to input
Breath generates Service Component according to operation flow and Business Entity information；User instruction is handled by Service Component and exports packet
Service order containing service processing result.
Then human-computer interaction module 45 is specifically used for: generating information on services according to service order, opens up in human-computer interaction interface
Show information on services.
Data processing module 47, for storing user information.
All related contents for each step that above method embodiment is related to can quote the function of corresponding function module
It can describe, details are not described herein for effect.
Using integrated module, the control device of the call center based on virtual reality includes: that storage is single
Member, processing unit and interface unit.Processing unit is used for the movement to the control device of the call center based on virtual reality
Carry out control management, for example, processing unit for support the control device of the call center based on virtual reality execute Fig. 1 and
Each step in Fig. 2.Interaction of the interface unit for the control device and other devices of the call center based on virtual reality；It deposits
Storage unit, for storing the control device code and data of the call center based on virtual reality.
Wherein, using processing unit as processor, storage unit is memory, and interface unit is for communication interface.Wherein,
The control device of call center based on virtual reality referring to fig. 5, including communication interface 501, processor 502, storage
Device 503 and bus 504, communication interface 501, processor 502 are connected by bus 504 with memory 503.
Processor 502 can be a general central processor (Central Processing Unit, CPU), micro process
Device, application-specific integrated circuit (Application-Specific Integrated Circuit, ASIC) or one or more
A integrated circuit executed for controlling application scheme program.
Memory 503 can be read-only memory (Read-Only Memory, ROM) or can store static information and instruction
Other kinds of static storage device, random access memory (Random Access Memory, RAM) or letter can be stored
The other kinds of dynamic memory of breath and instruction, is also possible to Electrically Erasable Programmable Read-Only Memory (Electrically
Erasable Programmable Read-only Memory, EEPROM), CD-ROM (Compact Disc Read-
Only Memory, CD-ROM) or other optical disc storages, optical disc storage (including compression optical disc, laser disc, optical disc, digital universal
Optical disc, Blu-ray Disc etc.), magnetic disk storage medium or other magnetic storage apparatus or can be used in carrying or store to have referring to
Enable or data structure form desired program code and can by any other medium of computer access, but not limited to this.
Memory, which can be, to be individually present, and is connected by bus with processor.Memory can also be integrated with processor.
Wherein, memory 503 is used to store the application code for executing application scheme, and is controlled by processor 502
System executes.Communication interface 501 is used to support the interaction of the control device and other devices of the call center based on virtual reality.Place
Reason device 502 is for executing the application code stored in memory 503, to realize the method in the embodiment of the present invention.
The step of method in conjunction with described in the disclosure of invention or algorithm can realize in a manner of hardware, can also
It is realized in a manner of being to execute software instruction by processor.The embodiment of the present invention also provides a kind of storage medium, which is situated between
Matter may include memory, refer to for being stored as computer software used in the control device of the call center based on virtual reality
It enables, it includes program codes designed by the control method for executing the call center based on virtual reality.Specifically, software instruction
It can be made of corresponding software module, software module can be stored on random access memory
It is (Random Access Memory, RAM), flash memory, read-only memory (Read Only Memory, ROM), erasable
Except programmable read only memory (Erasable Programmable ROM, EPROM), Electrically Erasable Programmable Read-Only Memory
(Electrically EPROM, EEPROM), register, hard disk, mobile hard disk, CD-ROM (CD-ROM) or this field are ripe
In the storage medium for any other form known.A kind of illustrative storage medium is coupled to processor, to enable processor
Enough from the read information, and information can be written to the storage medium.Certainly, storage medium is also possible to processor
Component part.
The embodiment of the present invention also provides a kind of computer program, which can be loaded directly into memory, and
Containing software code, which is loaded into via computer and can be realized above-mentioned exhaling based on virtual reality after executing
It is the control method at center.
Those skilled in the art are it will be appreciated that in said one or multiple examples, function described in the invention
It can be realized with hardware, software, firmware or their any combination.It when implemented in software, can be by these functions
Storage in computer-readable medium or as on computer-readable medium one or more instructions or code transmitted.
Computer-readable medium includes computer storage media and communication media, and wherein communication media includes convenient for from a place to another
Any medium of one place transmission computer program.Storage medium can be general or specialized computer can access it is any
Usable medium.
More than, only a specific embodiment of the invention, but scope of protection of the present invention is not limited thereto, and it is any to be familiar with
In the technical scope disclosed by the present invention, any changes or substitutions that can be easily thought of by those skilled in the art, should all cover
Within protection scope of the present invention.Therefore, protection scope of the present invention should be subject to the protection scope in claims.
Claims (13)
1. a kind of control method of the call center based on virtual reality characterized by comprising
The service access requests for receiving the carrying user identifier that user is sent by calling terminal are obtained according to the user identifier
The user information of the user, the corresponding business service resource of the user information that the calling terminal is accessed into the user；Institute
The user information for stating user includes at least: user gradation and user ascription area；
Obtain the type of service that user prompts selection according to type of service selection；
The corresponding virtual scene establishing resource of the type of service is obtained, virtual industry is created according to the virtual scene establishing resource
Business scene；
The virtual service scene is shown in the human-computer interaction interface of the calling terminal, is drawn by the virtual service scene
It leads user and inputs user instruction.
2. the control method of the call center according to claim 1 based on virtual reality, which is characterized in that exhaled described
It cries and shows the virtual service scene in the human-computer interaction interface of terminal, guide user to input by the virtual service scene and use
After the instruction of family, the method also includes:
The corresponding operation flow of user instruction and Business Entity information for calling user's input, according to the operation flow and industry
Entity information generates Service Component；
The user instruction is handled by the Service Component and exports the service order comprising service processing result；
Information on services is generated according to the service order, the information on services is shown in the human-computer interaction interface.
3. the control method of the call center according to claim 1 based on virtual reality, which is characterized in that described by institute
It states calling terminal and accesses the corresponding business service resource of the user information, further includes:
The user is authenticated according to the user information of the user；
It upon successful authentication, is that the calling terminal distributes corresponding business service resource according to the user information of the user,
The calling terminal is accessed into the business service resource.
4. the control method of the call center according to claim 1 to 3 based on virtual reality, which is characterized in that institute
Stating type of service includes at least one of the following:
Get tickets business, the air ticket ticket booking of banking, insurance business, cargo service, medical service business, ticket ticket booking is got tickets industry
Business, communication service, network transaction service, life information inquiry or fee payment service and meeting；
Then the virtual service scene includes at least one of the following:
Banking handles scene, insurance business handles scene, cargo service handles scene, medical service business handling scene,
Scene, network trading industry are handled in ticket ticket booking get tickets business handling scene, communication service of business handling scene, air ticket ticket booking of getting tickets
Business scene, life information inquiry or fee payment service handle scene and conference scenario.
5. the control method of the call center according to claim 4 based on virtual reality, which is characterized in that the user
The type of instruction includes: phonetic order, action command and the operational order to the human-computer interaction interface.
6. a kind of control device of the call center based on virtual reality characterized by comprising
Calling receiver module, for receiving the service access requests for the carrying user identifier that user is sent by calling terminal, root
The calling terminal is accessed the use by the user information for obtaining the user from data processing module according to the user identifier
The corresponding business service resource of the user information at family；The user information of the user includes at least: user gradation and user return
Possession；
The data processing module, for storing user information；
Module is obtained, the type of service of selection is prompted according to type of service selection for obtaining user；
Scene creation module, the type of service for being obtained according to the acquisition module obtain the business from virtual resource module
The corresponding virtual scene establishing resource of type creates virtual service scene according to the virtual scene establishing resource；
The virtual resource module, for storing virtual scene establishing resource；
Human-computer interaction module, for showing the scene creation module creation in the human-computer interaction interface of the calling terminal
Virtual service scene, in order to guide user to input user instruction by the virtual service scene.
7. the control device of the call center according to claim 6 based on virtual reality, which is characterized in that described device
Further include: message control module is used for:
The corresponding operation flow of user instruction and Business Entity information that user inputs in the human-computer interaction module are called, according to
The operation flow and Business Entity information generate Service Component；
The user instruction is handled by the Service Component and exports the service order comprising service processing result；
Then the human-computer interaction module is specifically used for:
Information on services is generated according to the service order, the information on services is shown in the human-computer interaction interface.
8. the control device of the call center according to claim 6 based on virtual reality, which is characterized in that the calling
Receiving module is also used to:
The user is authenticated according to the user information of the user；
It upon successful authentication, is that the calling terminal distributes corresponding business service resource according to the user information of the user,
The calling terminal is accessed into the business service resource.
9. according to the control device of the call center as claimed in claim 6 to 8 based on virtual reality, which is characterized in that institute
Stating type of service includes at least one of the following:
Get tickets business, the air ticket ticket booking of banking, insurance business, cargo service, medical service business, ticket ticket booking is got tickets industry
Business, communication service, network transaction service, life information inquiry or fee payment service and meeting；
Then the virtual service scene includes at least one of the following:
Banking handles scene, insurance business handles scene, cargo service handles scene, medical service business handling scene,
Scene, network trading industry are handled in ticket ticket booking get tickets business handling scene, communication service of business handling scene, air ticket ticket booking of getting tickets
Business scene, life information inquiry or fee payment service handle scene and conference scenario.
10. the control device of the call center according to claim 9 based on virtual reality, which is characterized in that the use
The type of family instruction includes: phonetic order, action command and the operational order to the human-computer interaction interface.
11. a kind of control device of the call center based on virtual reality characterized by comprising one or more processors；
The processor is used to execute the computer program code in memory, and computer program code includes instruction, makes based on void
The control device for intending the call center of reality executes the call center as described in any one in claim 1-5 based on virtual reality
Control method.
12. a kind of storage medium, which is characterized in that the storage medium is stored with instruction code, and described instruction code is for holding
The control method of the row call center as described in any one in claim 1-5 based on virtual reality.
13. a kind of computer program product, which is characterized in that the computer program product includes instruction code, described instruction
Code is used to execute the control method of the call center as described in any one in claim 1-5 based on virtual reality.
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