CN111654509A - Video customer service method and system - Google Patents
Video customer service method and system Download PDFInfo
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- CN111654509A CN111654509A CN202010589899.0A CN202010589899A CN111654509A CN 111654509 A CN111654509 A CN 111654509A CN 202010589899 A CN202010589899 A CN 202010589899A CN 111654509 A CN111654509 A CN 111654509A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L67/025—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP] for remote control or remote monitoring of applications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1083—In-session procedures
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/148—Migration or transfer of sessions
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- General Business, Economics & Management (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention provides a video customer service method and a video customer service system. The method comprises the following steps: a user side sends an access request to a customer service system through a long connection established on a cloud server; the customer service system calls a seat end to answer according to the received access request; after the seat end answers, the audio and video SDK of the seat end is accessed to the audio and video call service started on the cloud server; the user side accesses the self audio and video SDK to an audio and video call service started on the cloud server; the seat end initiates a switching request to the customer service system; and the customer service system transfers the audio and video call to the customer service seat according to the received transfer request. The video customer service method and the video customer service system provided by the invention can enable two communication parties to visually see the real-time image of the other party, thereby improving the communication efficiency.
Description
Technical Field
The invention relates to the technical field of online travel agents, in particular to a video customer service method and a video customer service system.
Background
In the online travel agency industry, a customer service system is an important ring affecting user experience. The system can establish a high-efficiency and convenient customer service system, and has important significance for improving the service quality of the industry and the integral image of the industry.
However, the existing customer service systems of online travel agents are all voice-based customer service systems. In such a customer service system, the customer and the customer representative communicate with each other only by voice without any image data. Thus, efficient communication between the two parties is not facilitated.
Disclosure of Invention
The invention aims to provide a video customer service method and a video customer service system, which can enable two communication parties to visually see real-time images of the other party and improve the communication efficiency.
In order to solve the technical problem, the invention provides a video customer service method, which comprises the following steps: a user side sends an access request to a customer service system through a long connection established on a cloud server; the customer service system calls a seat end to answer according to the received access request; after the seat end answers, the audio and video SDK of the seat end is accessed to the audio and video call service started on the cloud server; the user side accesses the self audio and video SDK to an audio and video call service started on the cloud server; the seat end initiates a switching request to the customer service system; and the customer service system transfers the audio and video call to the customer service seat according to the received transfer request.
In some embodiments, the sending, by the user side, the access request to the customer service system through the long connection established on the cloud server includes: a user side sends an access request to a background server; the background server authenticates the received access request; after the authentication is successful, the background server returns a confirmation message to the user side; and the background server forwards the received access request to the customer service system.
In some embodiments, the sending, by the user side, the access request to the customer service system through the long connection established on the cloud server further includes: a user side sends an access canceling request to a background server; and the background server forwards the received access canceling request to the customer service system.
In some embodiments, further comprising: before the user side sends an access request to the customer service system through the long connection established on the cloud server, the user side and the seat side respectively send confirmation messages of the completion of the initialization of the audio and video SDK to the background server.
In some embodiments, further comprising: before a user side sends an access request to a customer service system through a long connection established on a cloud server, after the user side and a seat side respectively send confirmation messages of the completion of the initialization of the self audio and video SDK to a background server, the user side and the seat side respectively establish long connection with the cloud server.
In some embodiments, the seat termination listening comprises: the seat end is connected with the call of the customer service system; the seat end feeds back the answering event to the customer service system; the customer service system returns the asynchronous callback message of the answering event to the background server; and the background server returns the acknowledgement message of the asynchronous callback message to the customer service system.
In some embodiments, further comprising: after the user side accesses the self audio and video SDK to the audio and video call service started on the cloud server, the seat side carries out call holding before the seat side initiates a switching request to the customer service system; the seat end feeds back the call hold message to the user end.
In some embodiments, the customer service system forwards the audio/video call to the customer service seat according to the received forwarding request, including: the customer service system requests a customer service seat to answer; the customer service agent sends the joining message to a cloud server; the cloud server sends the transfer success message to the seat end; the seat end negotiates with the customer service seat, and sends a transfer end message to the customer service seat after the negotiation is successful; and the seat end quits the audio and video call.
In some embodiments, the customer service system forwards the audio/video call to the customer service seat according to the received forwarding request, further comprising: after the seat end quits the audio and video conversation, the seat end feeds back a call-back request to the user end; the seat end and the user end subscribe the audio and video data stream of the other side respectively.
In addition, the invention also provides a video customer service system, which comprises: the client is used for sending an access request to the customer service system through the long connection established on the cloud server and accessing the self audio and video SDK to the audio and video call service started on the cloud server; the customer service system is used for calling the seat end to answer according to the received access request and transferring the audio and video call to the customer service seat according to the received transfer request; and the seat end is used for accessing the self audio/video SDK to the audio/video call service started on the cloud server after answering and sending a switching request to the customer service system.
After adopting such design, the invention has at least the following advantages:
according to the invention, through interaction among the user side, the cloud server, the customer service system, the seat side and the customer service seat, the defect that the existing customer service system only communicates through voice is overcome, so that the customer can easily communicate with a customer representative on line through video images, and the communication efficiency of the two parties is improved.
Drawings
The foregoing is only an overview of the technical solutions of the present invention, and in order to make the technical solutions of the present invention more clearly understood, the present invention is further described in detail below with reference to the accompanying drawings and the detailed description.
Fig. 1 is an interaction flowchart of a video customer service method according to an embodiment of the present invention.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
Fig. 1 shows an interaction flow of a video customer service method. Referring to fig. 1, the video service method includes:
and S101, the user side and the seat side respectively send feedback information of the audio and video SDK initialization completion to the background server.
In the embodiment of the present invention, the ue is usually an applet or APP configured at the mobile terminal.
And S102, establishing long connection between the user side and the seat side and the cloud server respectively.
The reason why it is called a long connection is mainly to distinguish it from a short connection. The short link means that when both communication parties have data interaction, a connection is established, and after the data transmission is completed, the connection is disconnected, that is, only one service is transmitted in each connection. The long connection is a permanent connection, so that the real-time performance and the resource are higher.
S103, the user side sends an access request to the background server.
And S104, the background server authenticates the access request.
And S105, after the authentication is completed, the background server feeds back a confirmation message to the user side. The acknowledgement message is an ACK message.
And S106, the background server forwards the access request to the customer service system.
The access request forwarded by the background server comprises: request identification, user identification, room ID for audio video service.
And S107, the customer service system feeds back a confirmation message to the background server. The acknowledgement message is an ACK message.
S108, the ue determines whether it needs to wait.
And S109, after the timeout, the user side sends an access canceling request to the background server.
S110, the background server forwards the access canceling request to the customer service system.
And S111, the customer service system runs the service logic and distributes the access request.
And S112, the customer service system calls the seat end to answer.
And S113, answering by the seat end.
And S114, the seat end returns the answering event to the customer service system.
And S115, the customer service system returns the asynchronous callback message of the answering event to the background server.
The asynchronous callback message includes: request identification, access customer service identification and success identification.
And S116, the background server returns a confirmation message of the callback message to the customer service system.
And S117, the seat end accesses the self audio and video SDK to the audio and video call service started on the cloud server.
And S118, the seat end sends a call-back request to the cloud server.
And S119, the user side accesses the self audio and video SDK to the audio and video call service started on the cloud server.
And S120, the seat end carries out call holding.
And S121, the seat end feeds back a call holding message to the user end.
And S122, the seat end initiates a transfer request to the customer service system.
And S123, the customer service system feeds back the call holding message to the user side.
And S124, the customer service system requests the customer service seat to answer the call.
And S125, the customer service agent sends the joining message to a cloud server.
And S126, the cloud server sends the transfer success message to the seat end.
And S127, the seat end consults with the customer service seat, and sends a transfer completion message to the customer service seat after the consultation is successful.
And S128, the seat end quits the audio and video call.
And S129, after the seat end quits the audio and video call, the seat end feeds back a call back request to the user end.
And S130, the seat end and the user end subscribe audio and video data streams of the other side respectively.
The invention also provides a video customer service system. In the video customer service system, there are provided: the system comprises a user side, a background server, a cloud server, a customer service system, a seat side and a customer service seat.
In the system, a user side is used for sending an access request to a customer service system through a long connection established on a cloud server and accessing an audio and video SDK of the user side to an audio and video call service started on the cloud server.
The customer service system is used for calling the seat end to answer according to the received access request and transferring the audio and video call to the customer service seat according to the received transfer request.
And the seat end is used for accessing the self audio/video SDK to the audio/video call service started on the cloud server after answering and sending a switching request to the customer service system.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the present invention in any way, and it will be apparent to those skilled in the art that the above description of the present invention can be applied to various modifications, equivalent variations or modifications without departing from the spirit and scope of the present invention.
Claims (10)
1. A video customer service method, comprising:
a user side sends an access request to a customer service system through a long connection established on a cloud server;
the customer service system calls a seat end to answer according to the received access request;
after the seat end answers, the audio and video SDK of the seat end is accessed to the audio and video call service started on the cloud server;
the user side accesses the self audio and video SDK to an audio and video call service started on the cloud server;
the seat end initiates a switching request to the customer service system;
and the customer service system transfers the audio and video call to the customer service seat according to the received transfer request.
2. The video customer service method of claim 1, wherein the client sends the access request to the customer service system through the long connection established on the cloud server, comprising:
a user side sends an access request to a background server;
the background server authenticates the received access request;
after the authentication is successful, the background server returns a confirmation message to the user side;
and the background server forwards the received access request to the customer service system.
3. The video customer service method according to claim 2, wherein the user side sends the access request to the customer service system through the long connection established on the cloud server, further comprising:
a user side sends an access canceling request to a background server;
and the background server forwards the received access canceling request to the customer service system.
4. The video customer service method of claim 2, further comprising:
before the user side sends an access request to the customer service system through the long connection established on the cloud server, the user side and the seat side respectively send confirmation messages of the completion of the initialization of the audio and video SDK to the background server.
5. The video customer service method of claim 4, further comprising:
before a user side sends an access request to a customer service system through a long connection established on a cloud server, after the user side and a seat side respectively send confirmation messages of the completion of the initialization of the self audio and video SDK to a background server, the user side and the seat side respectively establish long connection with the cloud server.
6. The video customer service method of claim 1, wherein the agent end listening comprises:
the seat end is connected with the call of the customer service system;
the seat end feeds back the answering event to the customer service system;
the customer service system returns the asynchronous callback message of the answering event to the background server;
and the background server returns the acknowledgement message of the asynchronous callback message to the customer service system.
7. The video customer service method of claim 1, further comprising:
after the user side accesses the self audio and video SDK to the audio and video call service started on the cloud server, the seat side carries out call holding before the seat side initiates a switching request to the customer service system;
the seat end feeds back the call hold message to the user end.
8. The video customer service method according to claim 1, wherein the customer service system transfers the audio and video call to the customer service agent according to the received transfer request, comprising:
the customer service system requests a customer service seat to answer;
the customer service agent sends the joining message to a cloud server;
the cloud server sends the transfer success message to the seat end;
the seat end negotiates with the customer service seat, and sends a transfer end message to the customer service seat after the negotiation is successful;
and the seat end quits the audio and video call.
9. The video customer service method according to claim 1, wherein the customer service system transfers the audio/video call to the customer service agent according to the received transfer request, further comprising:
after the seat end quits the audio and video conversation, the seat end feeds back a call-back request to the user end;
the seat end and the user end subscribe the audio and video data stream of the other side respectively.
10. A video client system, comprising:
the client is used for sending an access request to the customer service system through the long connection established on the cloud server and accessing the self audio and video SDK to the audio and video call service started on the cloud server;
the customer service system is used for calling the seat end to answer according to the received access request and transferring the audio and video call to the customer service seat according to the received transfer request;
and the seat end is used for accessing the self audio/video SDK to the audio/video call service started on the cloud server after answering and sending a switching request to the customer service system.
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| CN202010589899.0A CN111654509B (en) | 2020-06-24 | 2020-06-24 | Video customer service method and system |
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| CN202010589899.0A CN111654509B (en) | 2020-06-24 | 2020-06-24 | Video customer service method and system |
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| CN111654509B CN111654509B (en) | 2023-03-24 |
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| CN111654509B (en) | 2023-03-24 |
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