CN113053040A - Semi-automatic ticketing method, system and storage medium - Google Patents
Semi-automatic ticketing method, system and storage medium Download PDFInfo
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- CN113053040A CN113053040A CN201911377761.8A CN201911377761A CN113053040A CN 113053040 A CN113053040 A CN 113053040A CN 201911377761 A CN201911377761 A CN 201911377761A CN 113053040 A CN113053040 A CN 113053040A
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- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F17/00—Coin-freed apparatus for hiring articles; Coin-freed facilities or services
- G07F17/42—Coin-freed apparatus for hiring articles; Coin-freed facilities or services for ticket printing or like apparatus, e.g. apparatus for dispensing of printed paper tickets or payment cards
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Abstract
The invention provides a semi-automatic ticketing method, a system and a storage medium, wherein the method comprises the steps of sending a ticketing operation instruction to video customer service center equipment according to a user trigger instruction; receiving ticket information input by customer service personnel according to a ticket operation instruction, and sending the ticket information to automatic ticketing equipment; the automatic ticketing equipment displays the ticket business information and assists the user in ticket business operation. The invention realizes the remote operation of customer service personnel in the semi-automatic ticketing system so as to realize the function of the semi-automatic ticketing system, can effectively enrich the application function of the semi-automatic ticketing system, improve the user experience, provide a method for canceling the semi-automatic ticketing artificial service station for an operator on the premise of not reducing the semi-automatic ticketing function, simultaneously facilitate the work service of one service personnel corresponding to a plurality of semi-automatic ticketing, coordinate and balance the workload of the service personnel, reduce the number of the service personnel at the station and save the operation cost.
Description
Technical Field
The invention relates to the technical field of rail transit, in particular to a semi-automatic ticketing method, a semi-automatic ticketing system and a storage medium.
Background
In some application scenarios, a semi-automatic ticketing system is usually configured in a ticketing hall of a railway station or a high-speed railway station to assist a user in performing ticket related operations by themselves, or the semi-automatic ticketing system is configured to assist the user in performing ticket related operations, and when the user has a need to assist ticket purchasing, related services are usually provided for passengers in a manner of setting manual face-to-face services in the station.
With the popularization of electronic information technology, more passengers tend to use more convenient ticket vending machines or electronic ticket purchasing systems on mobile phones, and the number of people using manual services is correspondingly reduced. Because the passenger flow of each station is different, the busy programs of the semi-automatic ticketing systems in each station are also different, some stations need passengers to queue for waiting treatment, and some stations are in an idle state for most of time. Because the requirement of personnel needs to be arranged when a post exists, the existing semi-automatic ticketing system cannot solve the imbalance of the workload, and the operation cost is also improved in a certain angle.
Disclosure of Invention
The present invention is directed to solving, at least to some extent, one of the technical problems in the related art.
Therefore, the invention aims to provide a semi-automatic ticketing method, a semi-automatic ticketing system and a storage medium, which realize the function of the semi-automatic ticketing system by remote operation of customer service personnel in the semi-automatic ticketing system, effectively enrich the application function of the semi-automatic ticketing system, improve the use experience of a user, provide a method for canceling a semi-automatic ticketing artificial service station for an operator on the premise of not reducing the semi-automatic ticketing function, simultaneously provide remote service for facilitating the corresponding work service of a plurality of semi-automatic ticketing service personnel, coordinate and balance the workload of the service personnel, reduce the number of station service personnel and save the operation cost.
In order to achieve the above object, a semi-automatic ticketing method provided in an embodiment of a first aspect of the present invention is applied to a semi-automatic ticketing system, where the semi-automatic ticketing system includes an automatic ticketing device and a video customer service center device, and data communication is performed between the automatic ticketing device and the video customer service center device, and the method includes: the automatic ticketing equipment sends a ticket operation instruction to the video customer service center equipment according to a user trigger instruction; the video customer service center equipment receives ticket information input by customer service personnel according to the ticket operation instruction and sends the ticket information to the automatic ticketing equipment; the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card at the same time, thereby assisting the user to perform the ticket operation.
The semi-automatic ticketing method provided by the embodiment of the first aspect of the invention is that the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to a user triggering instruction, the video customer service center equipment receives ticketing information input by customer service personnel according to the ticketing operation instruction, sends the ticketing information to the automatic ticketing equipment, displays the ticketing information and completes the read-write work of a ticket card at the same time, thereby assisting the user in performing the ticketing operation, realizing the remote operation of the customer service personnel in the semi-automatic ticketing system so as to realize the function of the semi-automatic ticketing system, effectively enriching the application functions of the semi-automatic ticketing system, improving the user experience, providing a method for canceling the semi-automatic ticketing manual service station on the premise of not reducing the semi-automatic ticketing function for an operator, and simultaneously providing the remote service for facilitating the work service personnel corresponding to a plurality of semi-automatic ticketing services, the workload of service personnel is coordinated and balanced, the number of station service personnel is reduced, and the operation cost is saved.
In order to achieve the above object, a semi-automatic ticketing system provided in an embodiment of a second aspect of the present invention includes an automatic ticketing device and a video customer service center device, where the automatic ticketing device and the video customer service center device perform data communication, and the automatic ticketing device sends a ticket operation instruction to the video customer service center device according to a user trigger instruction; the video customer service center equipment receives ticket information input by customer service personnel according to the ticket operation instruction and sends the ticket information to the automatic ticketing equipment; the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card at the same time, thereby assisting the user to perform the ticket operation.
The semi-automatic ticketing system provided by the embodiment of the second aspect of the invention transmits a ticket operation instruction to the video customer service center equipment according to a user trigger instruction by the automatic ticketing equipment, receives ticket information input by a customer service staff at the video customer service center equipment according to the ticket operation instruction, transmits the ticket information to the automatic ticketing equipment, displays the ticket information by the automatic ticketing equipment, and completes the read-write work of a ticket card at the same time, thereby assisting the user in performing the ticket operation, realizing the remote operation of the customer service staff in the semi-automatic ticketing system so as to realize the function of the semi-automatic ticketing system, effectively enriching the application functions of the semi-automatic ticketing system, improving the user experience, providing a method for canceling the semi-automatic ticketing manual service station on the premise of not reducing the semi-automatic ticketing function for an operator, and simultaneously providing the remote service to facilitate the work service staff corresponding to a plurality of semi-automatic ticketing, the workload of service personnel is coordinated and balanced, the number of station service personnel is reduced, and the operation cost is saved.
To achieve the above object, a computer-readable storage medium according to a third embodiment of the present invention is a computer program stored thereon, where the computer program is executed by a processor to: the embodiment of the first aspect of the invention provides a semi-automatic ticketing method.
The computer readable storage medium provided by the third aspect of the present invention sends a ticket operation instruction to the video customer service center device according to the user trigger instruction by the automatic ticketing device, receives ticket information input by the customer service staff at the video customer service center device according to the ticket operation instruction, sends the ticket information to the automatic ticketing device, displays the ticket information by the automatic ticketing device, and completes the read-write work of the ticket card, thereby assisting the user in performing the ticket operation, and realizes the remote operation by the customer service staff in the semi-automatic ticketing system, thereby realizing the function of the semi-automatic ticketing system, effectively enriching the application function of the semi-automatic ticketing system, improving the user experience, providing a method for canceling the semi-automatic ticketing manual service station without reducing the semi-automatic ticketing function for the operator, and simultaneously providing the remote service for facilitating the work service staff corresponding to a plurality of semi-automatic ticketing, the workload of service personnel is coordinated and balanced, the number of station service personnel is reduced, and the operation cost is saved.
Additional aspects and advantages of the invention will be set forth in part in the description which follows and, in part, will be obvious from the description, or may be learned by practice of the invention.
Drawings
The foregoing and/or additional aspects and advantages of the present invention will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:
fig. 1 is a schematic flow chart of a semi-automatic ticketing method according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a semi-automatic ticketing system in an embodiment of the present invention;
fig. 3 is a schematic diagram of a software architecture of a semi-automatic ticketing system in an embodiment of the present invention;
fig. 4 is a schematic flow chart of a semi-automatic ticketing method according to another embodiment of the present invention;
FIG. 5 is a diagram illustrating an application scenario in an embodiment of the present invention;
FIG. 6 is a schematic diagram of another application scenario in an embodiment of the present invention;
FIG. 7 is a schematic diagram of another application scenario in an embodiment of the present invention;
FIG. 8 is a schematic diagram of another application scenario in an embodiment of the present invention;
FIG. 9 is a schematic diagram of another application scenario in an embodiment of the present invention;
fig. 10 is a schematic structural diagram of a semi-automatic ticketing system according to an embodiment of the present invention;
fig. 11 is a schematic structural diagram of a semi-automatic ticketing system according to another embodiment of the present invention.
Detailed Description
Reference will now be made in detail to embodiments of the present invention, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the accompanying drawings are illustrative only for the purpose of explaining the present invention, and are not to be construed as limiting the present invention. On the contrary, the embodiments of the invention include all changes, modifications and equivalents coming within the spirit and terms of the claims appended hereto.
In order to solve the technical problems of unbalanced workload and high operation cost of service personnel of a semi-automatic ticketing system in the related technology, the embodiment of the invention provides a semi-automatic ticketing method, ticket operation instructions are sent to a video customer service center device by an automatic ticketing device according to user trigger instructions, ticket information input by the service personnel is received by the video customer service center device according to the ticket operation instructions, the ticket information is sent to the automatic ticketing device, the ticket information is displayed by the automatic ticketing device, and the read-write work of a ticket card is completed at the same time, so that the ticket operation is assisted by a user, the remote operation of the service personnel in the semi-automatic ticketing system is realized, the function of the semi-automatic ticketing system is realized, the application function of the semi-automatic ticketing system can be effectively enriched, the user experience is improved, and a method for canceling a semi-automatic ticketing manual service station on the premise of not reducing the semi-automatic ticketing function is provided for an operator, meanwhile, remote service is convenient for one service person to correspond to a plurality of semi-automatic ticketing work services, the workload of the service person is coordinated and balanced, the number of station service persons is reduced, and the operation cost is saved.
Fig. 1 is a schematic flow chart of a semi-automatic ticketing method according to an embodiment of the present invention.
The semi-automatic ticketing method in the embodiment of the invention is applied to a semi-automatic ticketing system, the semi-automatic ticketing system comprises automatic ticketing equipment and video customer service center equipment, data communication is carried out between the automatic ticketing equipment and the video customer service center equipment, and the video customer service center equipment can assist customer service personnel in remote operation so as to assist the user in ticketing operation.
It should be noted that the execution main body of the embodiment of the present invention may be, for example, a Central Processing Unit (CPU) of the semi-automatic ticketing system in hardware, and may be, for example, a related background service of the semi-automatic ticketing system in software, which is not limited to this.
Referring to fig. 1, the method includes:
s101: and the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to the user triggering instruction.
The above-mentioned automatic ticketing apparatus may be a software apparatus or a hardware apparatus on the user side having a ticketing operation requirement, the hardware apparatus may be, for example, an automatic ticketing machine in the related art, and the software apparatus may be, for example, a client application installed on the hardware apparatus, and the like, which is not limited thereto.
The client application program may be, for example, application software on an automatic ticket selling device, and functions of ticket purchasing, recharging, ticket replenishment, ticket card activation, ticket card postponement, fault ticket printing, video call and the like can be provided through the application software, which is not limited herein.
Therefore, referring to fig. 2 together, the structural diagram of the above-mentioned semi-automatic ticketing system may refer to fig. 2, and fig. 2 is a schematic structural diagram of the semi-automatic ticketing system in the embodiment of the present invention, where the semi-automatic ticketing system includes an automatic ticketing device 21 and a video customer service center device 22, where the automatic ticketing device 21 may include: a bill handling module 211, a coin handling module 212, a first host 213, buttons 214, a passenger information input/output device 215, a printer 216, a card reader 217, a passenger camera 218, a passenger-side microphone, a player 219, and the like, and the video customer service center device 22 may include, for example: the second host 221, the background information input device 222, the background camera 223, the display 224 and the headset 225, the automatic ticketing device 21 and the video customer service center device 22 can respectively access the internet, so that data communication with the background server 23 and data communication between the automatic ticketing device 21 and the video customer service center device 22 are realized.
In the process of specifically implementing the architecture of the automatic ticketing equipment 21 in the embodiment of the present invention in fig. 2, the hardware configuration of the automatic ticketing machine in the related art and the hardware configuration of the semi-automatic ticketing machine may be combined, the video customer service center equipment 22 is added to the combined automatic ticketing equipment, and the adjusted automatic ticketing equipment 21 and the video customer service center equipment 22 may respectively access the internet.
When the user automatic ticketing equipment is used, if the user has the requirement of requesting the customer service staff to remotely operate so as to assist the user ticketing operation, the video recruitment function can be clicked in the application software of the automatic ticketing equipment, and when the automatic ticketing equipment identifies the user trigger instruction, a corresponding ticketing operation instruction can be generated so as to send the ticketing operation instruction to the video customer service center equipment according to the user trigger instruction, wherein the ticketing operation instruction can be used for triggering the video customer service center equipment to start a corresponding video interaction function, and is not limited.
The user trigger instruction may specifically be a video instruction triggered by the user by clicking the video call-up function, or may also be an audio instruction triggered by the user by clicking the audio call-up function, and the video instruction may trigger the video interaction between the automatic ticket selling device and the video customer service center device, and the audio instruction may trigger the audio interaction between the automatic ticket selling device and the video customer service center device, which is not limited herein.
The ticket operation instruction is specifically used for triggering the video customer service center device to start a corresponding video or audio interaction function, or when a ticket operation identifier selected by a user is carried in a user trigger instruction, the ticket operation identifier may be carried into the ticket operation instruction, so that the video customer service center device may obtain a ticket operation to be executed when receiving the ticket operation instruction, where the ticket operation may be, for example, a ticket purchase operation or an adjustment operation of ticket card information, where the adjustment operation of ticket card information includes: any one of ticket buying operation, recharging operation, ticket supplementing operation, activating operation and delaying operation, so that various ticket business operations can be completed under the assistance of the video customer service center equipment, and the ticket business processing performance of the semi-automatic ticket selling system is improved.
For example, a user starts to send a ticket operation instruction for requesting a ticket service to the video customer service center device by clicking a help button on the automatic ticket selling device, and the video customer service center device triggers data communication with the automatic ticket selling device after receiving the ticket operation instruction.
As an example, the above-mentioned automatic ticketing apparatus may include a first audio/video component and a first communication component (wherein, the audio/video component provided in the automatic ticketing apparatus may be referred to as a first audio/video component, and the communication component provided in the automatic ticketing apparatus may be referred to as a first communication component), the video customer service center apparatus includes a second audio/video component and a second communication component (wherein, the audio/video component provided in the video customer service center apparatus may be referred to as a second audio/video component, and the communication component provided in the video customer service center apparatus may be referred to as a second communication component), the first audio/video component communicates with the second audio/video component via the first communication component and the second communication component, wherein, after the automatic ticketing apparatus sends a ticket operation instruction to the video customer service center apparatus according to a user trigger instruction, the automatic ticketing equipment responds to the audio/video instruction of the user and controls the first audio/video component and the second audio/video component to be communicated according to the audio/video instruction, so that the user and the customer service personnel can carry out voice communication/video communication.
As an example, referring to fig. 2 together, the first audio/video component in the automatic ticketing apparatus may specifically include: the user side camera, the microphone and the player, and the second audio/video component in the video customer service center equipment can comprise a customer service personnel side camera, a headset, a display screen and the like.
The first audio/video component in the automatic ticketing equipment can be connected to the internet through the host, so that the host connected with the automatic ticketing equipment is in communication connection with the host of the video customer service center equipment through the background server, and after the communication connection is established, the automatic ticketing equipment is in audio/video communication with the video customer service center equipment, so that voice communication/video communication between a user and customer service personnel is supported.
As an application example of a scene, a plurality of automatic ticketing devices may be disposed in a ticketing hall, and a plurality of video customer service center devices may also be disposed, where one video customer service center device may perform data communication with the plurality of automatic ticketing devices, when a user trigger instruction is simultaneously sent to the plurality of automatic ticketing devices, the plurality of user trigger instructions may be distributed to different video customer service center devices by a background server through a certain distribution algorithm, and a plurality of customer service personnel simultaneously process a plurality of ticket operation instructions, so that a semi-automatic ticketing machine does not need to be disposed in the ticketing hall, thereby effectively reducing station operation cost, and effectively solving a technical problem of reduced ticketing efficiency caused by increased station passenger flow.
S102: the video customer service center equipment receives the ticket information input by the customer service staff according to the ticket operation instruction and sends the ticket information to the automatic ticketing equipment.
The ticket information may be, for example, ticket number, ticket selling address, driving date and time, seat number, origin, terminal, train number, ticket price, effective date, identity information of ticket buyer, ticket gate, serial number, two-dimensional code, etc.
In the specific execution process, video customer service client software can be configured in the video customer service center equipment, the video customer service client software provides a list for viewing, connecting and hanging up the current video call-up request, and provides remote operation automatic ticket selling equipment to realize the functions of ticket purchasing, recharging, ticket supplementing, ticket activation, ticket card postponing and the like.
Therefore, a software architecture between the automatic ticketing apparatus and the video customer service center apparatus in the embodiment of the present invention may be illustrated as fig. 3, where fig. 3 is a schematic diagram of a software architecture of a semi-automatic ticketing system in the embodiment of the present invention, where the schematic diagram includes: the application software 31, the video customer service client software 32 and the background service system software 33 on the automatic ticketing equipment realize data transmission between the semi-automatic ticketing system and the auxiliary ticketing system through the software architecture, the background service system software 33 can provide video call access and queuing functions and provide functions of user authority management, operation management, parameter management, data management, software version management, log management, report management and the like, and the background service system software 33 can be also arranged in the auxiliary ticketing system, or can be arranged in a background server, or can be arranged in a control center of station operation management, without limitation.
The ticket information is determined by the content of the voice communication and/or the video communication between the customer service staff and the user, for example, when the ticket operation is a ticket purchasing operation or a ticket card information adjusting operation, the ticket information may be, for example, ticket related information obtained after the ticket purchasing operation is performed or ticket related information obtained after the ticket card information adjusting operation is performed, which is not limited herein.
As an example, the user communicates with the customer service staff through audio to indicate that ticket purchasing is needed or ticket purchasing operation, recharging operation, ticket supplementing operation, activating operation, delaying operation and the like are required, so that the customer service staff understand and perform corresponding ticket operation, and for the user who cannot perform audio interaction, the communication interaction can be performed in a video mode, so that the ticket operation is more convenient and faster, and the operation efficiency of the semi-automatic ticketing system is improved.
S103: the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card, thereby assisting the user to perform the ticket operation.
In a specific implementation process, the automatic ticketing equipment receives the ticket information sent by the video customer service center equipment, and can display the ticket information in the passenger information input/output equipment.
Optionally, after the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card, the automatic ticketing equipment can respond to the confirmation of the user on the adjustment information, generate an adjustment instruction and send the adjustment instruction to the video customer service center equipment; and the video customer service center equipment performs corresponding adjustment operation on the ticket card according to the adjustment information and the ticket card information after receiving the adjustment instruction.
It can be understood that after the automatic ticketing equipment displays the ticket information and completes the read-write work of the ticket card, the ticket input by the customer service staff can be checked by the user, if the check is passed, the ticket information can be determined so as to perform the subsequent operation, and if the check is not passed, the ticket information can be correspondingly adjusted by the user, and the adjustment mode can be used for generating a corresponding adjustment instruction for the user through manual triggering in the passenger information input/output equipment, or the user can interact with the customer service staff through audio/video so as to be adjusted by the customer staff, so that the ticket operation accuracy is effectively guaranteed, and the ticket operation experience is improved.
In the embodiment, the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to a user triggering instruction, the video customer service center equipment receives ticketing information input by customer service personnel according to the ticketing operation instruction, sends the ticketing information to the automatic ticketing equipment, displays the ticketing information and completes the reading and writing work of a ticket card at the same time, so that the user is assisted in performing ticketing operation, the remote operation of the customer service personnel in the semi-automatic ticketing system is realized, the function of the semi-automatic ticketing system is realized, the application functions of the semi-automatic ticketing system can be effectively enriched, the use experience of the user is improved, a method for canceling a semi-automatic ticketing manual service station on the premise of not reducing the semi-automatic ticketing function is provided for an operator, and meanwhile, the remote service facilitates the work service of one service personnel corresponding to a plurality of semi-automatic ticketing, the workload of service personnel is coordinated and balanced, the number of station service personnel is reduced, and the operation cost is saved.
Fig. 4 is a schematic flow chart of a semi-automatic ticketing method according to another embodiment of the present invention.
The automatic ticketing equipment in the embodiment of the invention further comprises a card reader, and the embodiment of the invention is applied to reading and writing ticket information of a user when ticket operation is adjustment operation of the ticket information, wherein the adjustment operation comprises any one of the following operations: the ticket purchasing operation, the recharging operation, the ticket supplementing operation, the activating operation, the delaying operation, or any other possible adjustment operation of the ticket card information may be performed, which is not limited.
Referring to fig. 4, the method includes:
s401: and the automatic ticketing equipment sends the ticket card information acquired by the card reader to the video customer service center equipment.
The ticket information is, for example, the identity information of the user, the purchased ticket information, the recharge stored value card information, and other information.
In the specific execution process, the automatic ticketing equipment is provided with a card reader, the card reader can read ticket information on tickets such as identity cards, rechargeable value cards and the like, and after the card reader reads the ticket information, the read ticket information is sent to the video customer service center equipment through a network.
S402: and the video customer service center equipment receives the ticket card information, receives the adjustment information input by the customer service staff and sends the adjustment information to the automatic ticketing equipment.
The adjustment information is the ticket information which is adjusted by the ticket operation according to the adjustment operation of the ticket card information.
In the specific execution process, after the video customer service center equipment receives the ticket information, the customer service staff records the adjustment information into the video customer service center equipment according to an adjustment operation instruction sent by the automatic ticket selling equipment, adjusts the current ticket information, and after the adjustment is completed, the video customer service center equipment sends the adjustment information to the automatic ticket selling equipment through a network.
S403: and the automatic ticketing equipment displays the adjusting information.
In the specific execution process, the automatic ticketing equipment comprises passenger information input and output equipment, and after receiving the adjustment information sent by the video customer service center equipment, the automatic ticketing equipment inputs the adjustment information into the passenger information input and output equipment and displays the adjustment information on the passenger information input and output equipment.
As another example, the adjustment information can be displayed in a voice or video manner, so that the flexibility of information display is improved, and the user can conveniently confirm the adjustment information.
S404: and the automatic ticketing equipment responds to the confirmation of the user on the adjustment information, generates an adjustment instruction and sends the adjustment instruction to the video customer service center equipment.
In the specific execution process, after the automatic ticketing equipment displays the adjustment information, the user is waited to confirm the adjustment information, and after the user clicks a confirmation key or confirms through voice/video, the automatic ticketing equipment generates an adjustment instruction and sends the adjustment instruction to the video customer service center equipment.
S405: and the video customer service center equipment performs corresponding adjustment operation on the ticket card according to the adjustment information and the ticket card information after receiving the adjustment instruction.
In a specific execution process, after receiving an adjustment instruction, the video customer service center device compares the adjustment information with current ticket card information, and does not change information when the comparison result is consistent, and adjusts the ticket card information when the comparison result is inconsistent.
In the specific execution process, a user sends an instruction for adjusting ticket information, a card reader on the automatic ticket selling equipment reads the ticket information and sends the ticket information to the video customer service center equipment, the ticket information comprises the ticket information of the user, a customer service staff on the video customer service center equipment inputs the ticket information and adjusts the ticket information according to the instruction for adjusting the ticket information sent by the user, the adjusted ticket information is sent to the automatic ticket selling equipment, whether the user agrees to adjust the ticket information or not is determined, the user determines the adjusted ticket information and confirms the ticket information on the automatic ticket selling equipment, the automatic ticket selling equipment generates an adjustment instruction after the confirmation and sends the adjustment instruction to the video customer service center equipment, the video customer service center equipment adjusts the ticket information after receiving the adjustment instruction and sends the final ticket information to the automatic ticket selling equipment, the ticket information is printed by the automatic ticketing equipment.
S406: and the automatic ticketing equipment sends a remote control request to the video customer service center equipment.
In a specific execution process, the automatic ticketing equipment needs to print tickets, or print ticket information, or collect money and change in a cashbox, and the automatic ticketing equipment sends a remote control request.
S407: and the video customer service center equipment remotely controls the ticket service function provided by the automatic ticket selling equipment according to the remote control request.
In a specific execution process, the video customer service center device receives a remote control request sent by the automatic ticketing device, generates a corresponding control instruction according to the remote control request, and sends the control instruction to the automatic ticketing device, and the automatic ticketing device performs corresponding ticket control after receiving the control instruction, for example, printing a ticket or performing change making and the like.
In the embodiment of the invention, the automatic ticketing equipment can send a remote control request to the video customer service center equipment, and the video customer service center equipment remotely controls the ticketing functions provided by the automatic ticketing equipment according to the remote control request, so that the operation of the automatic ticketing equipment can be simplified, the operation is completed under the control of the video customer service center equipment, the user operation is simplified, and the automatic ticketing efficiency is improved.
Fig. 5 is a schematic view of an application scenario in an embodiment of the present invention, where fig. 5 describes a flow of a ticket purchasing operation performed by a user using a semi-automatic ticketing system.
S01: the user presses a manual service button on the automated ticketing equipment.
After the manual service button is pressed, the automatic ticketing equipment enters a video talkback queuing sequence and waits for a customer service person to put through a video talkback request.
S02: the customer service personnel put through the video call.
After the customer service personnel put through the video call, the automatic ticketing equipment interface displays the video interface with the customer service personnel, and at the moment, the user can directly communicate with the customer service personnel.
S03: the user requests assistance in purchasing tickets.
After the user requires to assist in purchasing tickets, the customer service staff inputs ticket information to be purchased by the user on the video customer service center equipment according to the requirements described by the user.
S04: the customer service personnel inputs and modifies ticket information on the video customer service center equipment.
The ticket information comprises information of a starting station, a destination station, the number of tickets, the total amount of the tickets and the like, and the video customer service center equipment sends the ticket information to the automatic ticketing equipment.
S05: the automatic ticketing equipment displays ticket business information.
The automatic ticketing equipment displays the ticket information and waits for the confirmation of the user, wherein the user can click a confirmation button on the automatic ticketing equipment to confirm the ticket information and can also confirm the ticket information orally.
S06: the user confirms whether the ticket information is correct.
If the ticket information is correct, the payment process is entered, and the user can use various collection methods provided by the automatic ticketing equipment to pay, including but not limited to paper money, coins, two-dimensional codes, bank cards and the like. If the ticket information is not correct, the flow returns to step S04 to modify the ticket information.
S07: the user successfully pays.
S08: the automatic ticket selling equipment prints the ticket from the ticket outlet.
S09: and ending the service.
The user and the customer service personnel can hang up the service, and the ticket buying workflow is finished.
As an example, fig. 6 is a schematic diagram of another application scenario in the embodiment of the present invention. Fig. 6 describes the flow of the recharging operation of the user by adopting the semi-automatic ticketing system.
S10: the user presses a manual service button on the automated ticketing equipment.
After the manual service button is pressed, the automatic ticketing equipment enters a video talkback queuing sequence and waits for a customer service person to put through a video talkback request.
S11: the customer service personnel put through the video call.
After the customer service personnel put through the video call, the automatic ticketing equipment interface displays the video interface with the customer service personnel, and at the moment, the user can directly communicate with the customer service personnel.
S12: the user requires assistance in recharging the stored-value card.
S13: the customer service personnel prompt the user to place the stored value card on the card reader.
At the moment, the balance information in the card is displayed on the automatic ticketing equipment.
S14: the customer service personnel inputs and modifies the recharging information on the video customer service center equipment.
Customer service personnel select the recharging workflow on the video customer service center equipment according to the requirements described by the user, input the information such as the amount of money to be recharged by the user and send recharging information to be confirmed to the automatic ticketing equipment.
S15: and the automatic ticketing equipment displays the recharging information.
And the automatic ticket selling equipment displays the recharging information and waits for the confirmation of the user, wherein the user can click a confirmation button on the automatic ticket selling equipment to confirm the recharging information or can confirm the recharging information orally.
S16: the user confirms whether the recharge information is correct.
If the recharging information is correct, the customer service staff prompts the user to put the initial card on the card reader and enter a payment process, and the user can pay by using various money receiving modes provided by the automatic ticketing equipment, including but not limited to paper money, coins, two-dimensional codes, bank cards and the like; if the information is not correct, the procedure returns to step S14 to modify the recharge information.
S17: the user successfully pays.
S18: and the customer service personnel operate the card writer on the video customer service center equipment to carry out recharging and card writing operations.
If change is required, the automatic ticketing equipment gives change from a paper money or coin outlet.
S19: change is made by the automatic ticket selling equipment.
S20: and the automatic ticketing equipment prints a recharging voucher.
S21: and ending the service.
The user and the customer service personnel can hang up the service, and the recharging work flow is finished.
As an example, fig. 7 is a schematic diagram of another application scenario in the embodiment of the present invention. Fig. 7 describes the flow of the ticket supplementing operation of the user by adopting the semi-automatic ticketing system.
S22: the user presses a manual service button on the automated ticketing equipment.
After the manual service button is pressed, the automatic ticketing equipment enters a video talkback queuing sequence and waits for a customer service person to put through a video talkback request.
S23: the customer service personnel put through the video call.
After the customer service personnel put through the video call, the automatic ticketing equipment interface displays the video interface with the customer service personnel, and at the moment, the user can directly communicate with the customer service personnel.
S24: the user requests assistance in ticket replenishment.
After the user requires assistance for ticket replenishment, the customer service staff inputs ticket information to be replenished on the video customer service center equipment according to the requirements described by the user.
S25: the customer service personnel prompt the user to place the stored value card on the card reader.
S26: the automatic ticketing apparatus displays information of the last problematic entrance/exit.
S27: and the customer service personnel performs ticket supplementing operation.
The customer service personnel additionally records the information of the problematic entrance/exit on the ticket card according to the last entrance/exit information described by the user, synchronously displays the additionally recorded information on the automatic ticketing equipment, and prompts the user to complete ticket supplementing after the information is successful.
S28: and ending the service.
The user and the customer service personnel can hang up the service, and the recharging work flow is finished.
As an example, fig. 8 is a schematic diagram of another application scenario in the embodiment of the present invention. Fig. 8 describes the flow of the operation of activating the ticket card by the user using the semi-automatic ticketing system.
The user presses a manual service button on the automated ticketing equipment S29.
After the manual service button is pressed, the automatic ticketing equipment enters a video talkback queuing sequence and waits for a customer service person to put through a video talkback request.
And S30, the customer service personnel put through the video call.
After the customer service personnel put through the video call, the automatic ticketing equipment interface displays the video interface with the customer service personnel, and at the moment, the user can directly communicate with the customer service personnel.
The user requests assistance to activate the ticket S31.
S32, the customer service personnel prompt the user to place the stored-value card on the card reader.
And S33, displaying the ticket activation state information by the automatic ticketing equipment.
And S34, the customer service personnel activates the ticket card on the video customer service center equipment.
The customer service personnel activate the ticket card on the video customer service center equipment and synchronously display the activation result on the automatic ticket selling equipment.
And S35, ending the service.
The user and the customer service personnel can hang up the service, and the recharging work flow is finished.
As an example, fig. 9 is a schematic diagram of another application scenario in the embodiment of the present invention. Fig. 9 depicts the flow of the user's deferred ticket operation using the semi-automatic ticketing system.
S36: the user presses a manual service button on the automated ticketing equipment.
After the manual service button is pressed, the automatic ticketing equipment enters a video talkback queuing sequence and waits for a customer service person to put through a video talkback request.
S37: the customer service personnel put through the video call.
After the customer service personnel put through the video call, the automatic ticketing equipment interface displays the video interface with the customer service personnel, and at the moment, the user can directly communicate with the customer service personnel.
S38: the user requests assistance with the deferred ticket.
S39: the customer service personnel prompt the user to place the stored value card on the card reader.
S40: the automatic ticket selling equipment displays the information of the validity period of the current ticket card.
And the customer service staff judges whether the delay is reasonable or not according to the requirements of the user, and modifies the validity period of the ticket card when the delay is reasonable.
S41: the customer service personnel modify the validity period of the ticket card.
After the service personnel modify the valid period of the ticket card, the new valid period information is synchronously displayed on the automatic ticket selling equipment, and after the ticket card is successfully modified, the service personnel prompts the user to finish delay.
S42: and ending the service.
The user and the customer service personnel can hang up the service, and the recharging work flow is finished.
In the embodiment, the ticket information acquired by the card reader is sent to the video customer service center device by the automatic ticket selling device, the ticket information input by the customer service staff is received by the video customer service center device, the ticket information and the adjustment information input by the customer service staff are received, the adjustment information is sent to the automatic ticket selling device, the automatic ticket selling device displays the adjustment information, generates an adjustment instruction in response to the confirmation of the user on the adjustment information, and sends the adjustment instruction to the video customer service center device, and the video customer service center device performs corresponding adjustment operation on the ticket according to the adjustment information and the ticket information after receiving the adjustment instruction, so that the ticket information can be adjusted, the complexity of the adjustment operation is simplified, and the user is helped to complete the adjustment of the ticket information more quickly and conveniently. The automatic ticket selling equipment sends the remote control request to the video customer service center equipment, and the video customer service center equipment remotely controls the ticket service function provided by the automatic ticket selling equipment according to the remote control request, so that the operation of the automatic ticket selling equipment can be simplified, the operation is finished under the control of the video customer service center equipment, the operation of a user is simplified, and the automatic ticket selling efficiency is improved.
Fig. 10 is a schematic structural diagram of a semi-automatic ticketing system according to an embodiment of the present invention.
Referring to fig. 10, the system 100 includes:
the automatic ticketing apparatus 1001 and the video customer service center apparatus 1002, and the automatic ticketing apparatus 1001 and the video customer service center apparatus 1002 perform data communication, wherein,
the automatic ticketing equipment 1001 sends a ticket operation instruction to the video customer service center equipment 1002 according to a user trigger instruction;
the video customer service center equipment 1002 receives the ticket information input by the customer service staff according to the ticket operation instruction, and sends the ticket information to the automatic ticketing equipment 1001;
the automatic ticketing apparatus 1001 displays ticket information to assist a user in performing a ticket operation.
Optionally, in some embodiments, referring to fig. 11, the automatic ticketing apparatus 1001 includes a first audio/video component 10011 and a first communication component 10012, the video customer service center apparatus 1002 includes a second audio/video component 10021 and a second communication component 10022, the first audio/video component 10011 communicates with the second audio/video component 10021 via the first communication component 10012 and the second communication component 10022, wherein,
after the automatic ticketing device 1001 sends a ticketing operation instruction to the video customer service center device 1002 according to a user trigger instruction, the automatic ticketing device 1001 responds to an audio/video instruction of a user and controls the first audio/video component 10011 and the second audio/video component 10021 to communicate according to the audio/video instruction, so that the user and the customer service staff perform voice communication/video communication.
Alternatively, in some embodiments, referring to fig. 11, when the ticketing operation is a ticketing purchase operation, the video customer service center device 1002 receives ticketing information entered by a customer service person; the ticketing information is determined by the content of the customer service person via voice communication and/or video communication with the user.
Alternatively, in some embodiments, referring to fig. 11, the automatic ticketing apparatus 1001 includes a card reader 10013, which is configured to read and write ticket information of a user when a ticket operation is an adjustment operation of the ticket information.
Alternatively, in some embodiments, see fig. 11, wherein,
the automatic ticketing equipment 1001 sends the ticket information acquired by the card reader 10013 to the video customer service center equipment 1002;
the video customer service center equipment 1002 is used for receiving ticket card information, receiving adjustment information input by customer service personnel and sending the adjustment information to the automatic ticketing equipment 1001;
the automatic ticketing apparatus 1001 displays adjustment information.
Alternatively, in some embodiments, see fig. 11, wherein,
an automatic ticketing apparatus 1001 that generates an adjustment instruction in response to confirmation of adjustment information by a user, and transmits the adjustment instruction to a video customer service center apparatus 1002;
and after receiving the adjustment instruction, the video customer service center device 1002 performs corresponding adjustment operation on the ticket according to the adjustment information and the ticket information.
Alternatively, in some embodiments, see fig. 11, wherein,
the automatic ticketing equipment 1001 sends a remote control request to the video customer service center equipment 1002;
the video customer service center device 1002 remotely controls the ticket service function provided by the automatic ticket selling device 1001 according to the remote control request.
Optionally, in some embodiments, referring to fig. 11, the adjusting operation comprises any one of:
ticket buying operation, recharging operation, ticket supplementing operation, activating operation and delaying operation.
It should be noted that the explanations of the semi-automatic ticketing method embodiments in fig. 1 to fig. 9 also apply to the semi-automatic ticketing system 100 provided in this embodiment, and the implementation principles thereof are similar and are not described herein again.
In the embodiment, the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to a user triggering instruction, the video customer service center equipment receives ticketing information input by customer service personnel according to the ticketing operation instruction, sends the ticketing information to the automatic ticketing equipment, displays the ticketing information and completes the reading and writing work of a ticket card at the same time, so that the user is assisted in performing ticketing operation, the remote operation of the customer service personnel in the semi-automatic ticketing system is realized, the function of the semi-automatic ticketing system is realized, the application functions of the semi-automatic ticketing system can be effectively enriched, the use experience of the user is improved, a method for canceling a semi-automatic ticketing manual service station on the premise of not reducing the semi-automatic ticketing function is provided for an operator, and meanwhile, the remote service facilitates the work service of one service personnel corresponding to a plurality of semi-automatic ticketing, the workload of service personnel is coordinated and balanced, the number of station service personnel is reduced, and the operation cost is saved.
The present embodiment also provides a computer-readable storage medium having stored thereon a computer program, characterized in that the program, when executed by a processor, implements a semi-automatic ticketing method as above.
It should be noted that the terms "first," "second," and the like in the description of the present invention are used for descriptive purposes only and are not to be construed as indicating or implying relative importance. In addition, in the description of the present invention, "a plurality" means two or more unless otherwise specified.
Any process or method descriptions in flow charts or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process, and alternate implementations are included within the scope of the preferred embodiment of the present invention in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present invention.
It should be understood that portions of the present invention may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. For example, if implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.
It will be understood by those skilled in the art that all or part of the steps carried by the method for implementing the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer readable storage medium, and when the program is executed, the program includes one or a combination of the steps of the method embodiments.
In addition, functional units in the embodiments of the present invention may be integrated into one processing module, or each unit may exist alone physically, or two or more units are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. The integrated module, if implemented in the form of a software functional module and sold or used as a stand-alone product, may also be stored in a computer readable storage medium.
The storage medium mentioned above may be a read-only memory, a magnetic or optical disk, etc.
In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the invention. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples.
Although embodiments of the present invention have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present invention, and that variations, modifications, substitutions and alterations can be made to the above embodiments by those of ordinary skill in the art within the scope of the present invention.
Claims (17)
1. A semi-automatic ticketing method is applied to a semi-automatic ticketing system, the semi-automatic ticketing system comprises automatic ticketing equipment and video customer service center equipment, and data communication is carried out between the automatic ticketing equipment and the video customer service center equipment, and the method comprises the following steps:
the automatic ticketing equipment sends a ticket operation instruction to the video customer service center equipment according to a user trigger instruction;
the video customer service center equipment receives ticket information input by customer service personnel according to the ticket operation instruction and sends the ticket information to the automatic ticketing equipment;
the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card at the same time, thereby assisting the user to perform the ticket operation.
2. Semi-automatic ticketing method according to claim 1, characterized in that the automatic ticketing apparatus comprises a first audio/video component and a first communication component, in that the video customer service center apparatus comprises a second audio/video component and a second communication component, in that the first audio/video component communicates with the second audio/video component via the first communication component and the second communication component, wherein,
after the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to a user triggering instruction, the automatic ticketing equipment responds to an audio/video instruction of the user and controls the first audio/video component and the second audio/video component to be communicated according to the audio/video instruction, so that the user and the customer service staff carry out voice communication/video communication.
3. A semi-automatic ticketing method as claimed in claim 2, wherein when said ticketing operation is a ticket purchasing operation, said video customer service center device receives ticket information entered by said customer service personnel; the ticketing information is determined by the content of the customer service person via voice communication and/or video communication with the user.
4. A semi-automatic ticketing method as recited in claim 2, wherein the automatic ticketing equipment comprises a card reader for reading and writing user ticket information when the ticket operation is a ticket information adjusting operation.
5. A semi-automatic ticketing method as claimed in claim 4, wherein,
the automatic ticketing equipment sends the ticket card information acquired by the card reader to the video customer service center equipment;
the video customer service center equipment receives the ticket card information, receives the adjustment information input by the customer service staff and sends the adjustment information to the automatic ticketing equipment;
and the automatic ticketing equipment displays the adjustment information.
6. A semi-automatic ticketing method as claimed in claim 5, wherein,
the automatic ticketing equipment responds to the confirmation of the user on the adjustment information, generates an adjustment instruction and sends the adjustment instruction to the video customer service center equipment;
and the video customer service center equipment performs corresponding adjustment operation on the ticket card according to the adjustment information and the ticket card information after receiving the adjustment instruction.
7. Semi-automatic ticketing method as claimed in claim 1, wherein,
the automatic ticketing equipment sends a remote control request to the video customer service center equipment;
and the video customer service center equipment remotely controls the ticket service function provided by the automatic ticket selling equipment according to the remote control request.
8. A semi-automatic ticketing method as claimed in any one of claims 4 to 6, characterized in that said adjustment operation comprises any one of:
ticket buying operation, recharging operation, ticket supplementing operation, activating operation and delaying operation.
9. A semi-automatic ticketing system is characterized by comprising automatic ticketing equipment and video customer service center equipment, wherein the automatic ticketing equipment and the video customer service center equipment are in data communication, wherein,
the automatic ticketing equipment sends a ticket operation instruction to the video customer service center equipment according to a user trigger instruction;
the video customer service center equipment receives ticket information input by customer service personnel according to the ticket operation instruction and sends the ticket information to the automatic ticketing equipment;
the automatic ticketing equipment displays the ticket information and completes the reading and writing work of the ticket card at the same time, thereby assisting the user to perform the ticket operation.
10. Semi-automatic ticketing system as claimed in claim 9, characterized in that the automatic ticketing apparatus comprises a first audio/video component and a first communication component, the video customer service center device comprises a second audio/video component and a second communication component, the first audio/video component being in communication with the second audio/video component via the first communication component and the second communication component, wherein,
after the automatic ticketing equipment sends a ticketing operation instruction to the video customer service center equipment according to a user triggering instruction, the automatic ticketing equipment responds to an audio/video instruction of the user and controls the first audio/video component and the second audio/video component to be communicated according to the audio/video instruction, so that the user and the customer service staff carry out voice communication/video communication.
11. A semi-automatic ticketing system as recited in claim 10, wherein when said ticketing operation is a ticket purchase operation, said video customer service center device receives ticket information entered by said customer service personnel; the ticketing information is determined by the content of the customer service person via voice communication and/or video communication with the user.
12. A semi-automatic ticketing system as recited in claim 10, wherein the automatic ticketing equipment comprises a card reader for reading and writing user's ticket card information when the ticketing operation is a ticket card information adjusting operation.
13. A semi-automatic ticketing system as recited in claim 12, wherein,
the automatic ticketing equipment sends the ticket card information acquired by the card reader to the video customer service center equipment;
the video customer service center equipment receives the ticket card information, receives the adjustment information input by the customer service staff and sends the adjustment information to the automatic ticketing equipment;
and the automatic ticketing equipment displays the adjustment information and completes the read-write work of the ticket card at the same time.
14. A semi-automatic ticketing system as recited in claim 13, wherein,
the automatic ticketing equipment responds to the confirmation of the user on the adjustment information, generates an adjustment instruction and sends the adjustment instruction to the video customer service center equipment;
and the video customer service center equipment performs corresponding adjustment operation on the ticket card according to the adjustment information and the ticket card information after receiving the adjustment instruction.
15. A semi-automatic ticketing system as recited in claim 9, wherein,
the automatic ticketing equipment sends a remote control request to the video customer service center equipment;
and the video customer service center equipment remotely controls the ticket service function provided by the automatic ticket selling equipment according to the remote control request.
16. A semi-automatic ticketing system as claimed in any one of claims 12 to 14, wherein said adjustment operation comprises any one of:
ticket buying operation, recharging operation, ticket supplementing operation, activating operation and delaying operation.
17. A computer-readable storage medium, on which a computer program is stored, characterized in that the program is executed by a processor for implementing a semi-automatic ticketing method as claimed in any one of claims 1 to 8.
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| CN201911377761.8A CN113053040A (en) | 2019-12-27 | 2019-12-27 | Semi-automatic ticketing method, system and storage medium |
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| CN201911377761.8A CN113053040A (en) | 2019-12-27 | 2019-12-27 | Semi-automatic ticketing method, system and storage medium |
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Application publication date: 20210629 |