CN101047934A

CN101047934A - Customer mobile phone terminal internet self-complaint method

Info

Publication number: CN101047934A
Application number: CNA2007100089053A
Authority: CN
Inventors: 张莉; 江帆; 魏建荣; 倪志刚
Original assignee: China Mobile Group Fujian Co Ltd
Current assignee: China Mobile Group Fujian Co Ltd
Priority date: 2007-04-27
Filing date: 2007-04-27
Publication date: 2007-10-03
Anticipated expiration: 2027-04-27
Also published as: CN101047934B

Abstract

This invention provides an on-line self-help complaint method for customer cell phone terminals including the following steps: a user sends complaint information to a complaint self-help declare module mounted on a server by logging its cell phone to the line, which converts the complaint information submitted by a user in a complaint list to a description language of a background standard via a customer complaint data conversion module to be transferred to a process system in a communication operator by an interface module.

Description

Customer mobile phone terminal internet self-complaint method

Technical field:

The present invention relates to a kind of customer mobile phone terminal internet self-complaint method.

Background technology:

The client Shen announcement method of existing communication net generally is self-service under the navigation mode of IVR or changes manual service and carry out the Shen and accuse.The influence that the more uninteresting and efficient of pattern is subjected to each side is accused in this Shen, also can be subject to the capacity of client service center's information desk seat, and take the voice channel resource of the current communication network of Shen announcement person.Along with the personalized era development of society, the development gradually of using simultaneously along with cell phone network, the function of surfing Internet with cell phone has covered nearly all current phone model, and the operability of surfing Internet with cell phone is also more and more universal.

Summary of the invention:

The present invention seeks to provide a kind of customer mobile phone terminal internet self-complaint method, and this method not only helps the communication network client through the mobile phone self-service complaint, and can reduce the taking of communication network voice channel resource, and improves customer complaint efficient.

Customer mobile phone terminal internet self-complaint method of the present invention comprises following treatment step:

The user accuses module by surfing Internet with cell phone to the self-service Shen of the complaint that is installed in server and sends calling information;

Complain self-service Shen to accuse module,, change into the descriptive language of backstage standard in complaining list the calling information that the user submits to through the customer complaint data conversion module;

The descriptive language that converts the backstage standard to is passed in the inner complaint handling of the common carrier system by interface module.

The remarkable advantage one of customer mobile phone terminal internet self-complaint method of the present invention is to complain convenient accurate efficient height; The 2nd, in the time of can eliminating customer complaint to the dependence of client service center's information desk seat capacity, thereby reduce taking to communication network voice channel resource.

Description of drawings:

Fig. 1 is the structural representation of communication network client surfing Internet with cell phone self-service complaint;

Fig. 2 is the flow chart of communication network client surfing Internet with cell phone self-service complaint processing method;

Fig. 3 is communication network client surfing Internet with cell phone self-service complaint embodiment one system construction drawing;

Fig. 4 is communication network client surfing Internet with cell phone self-service complaint embodiment two flow chart of data processing figure.

Embodiment:

As shown in Figure 1, be structural representation of the present invention, comprise surfing Internet with cell phone self-service complaint module, data conversion module and interface module.Surfing Internet with cell phone complains self-service Shen announcement module to be mainly used in provides the customer complaint interface to carry out filling in of calling information; Data conversion module is mainly used in the descriptive language that the calling information that the client is submitted to converts standard to; Interface module is mainly used in calls the corresponding complaint handling flow process of inner complaint handling system triggers.

As shown in Figure 2, for client's surfing Internet with cell phone self-service complaint process flow figure of the present invention, comprise the steps:

Step 1, client pass through mobile phone terminal internet;

Step 2, client are complaining self-service Shen to accuse the corresponding calling information of submission on the module;

Step 3, data conversion module are converted to the internal data message with the calling information that the client submits to;

Step 4, interface module are carried out the service procedure scheduling according to the internal data message, and the service of calling is handled;

As shown in Figure 1, the client uses mobile phone to pass through the radio access point access network, in the submission of complaining the enterprising line correlation calling information of self-service Shen announcement module, after data conversion module converted customer complaint information to the internal data message according to default masterplate, interface module was carried out the scheduling of service procedure according to the internal data message.

The foregoing description has realized that the client carries out the process that accuse the self-service complaint Shen by mobile phone terminal internet, can eliminate client's dependence to client service center's information desk seat capacity when accusing by the enforcement of this scheme in the Shen, minimizing takies communication network voice channel resource, improves customer complaint efficient.

As shown in Figure 3, be communication network client's surfing Internet with cell phone self-service complaint embodiment one system construction drawing of the present invention, after the self-service complaint of client's surfing Internet with cell phone, interface module is called the complaint acceptation that service procedure is carried out background application system, and calling information is passed to the customer complaint analysis and processing module automatically, through network analysis orientation problem point, load the single rule of group automatically at last, particular problem is distributed to concrete technical staff with the form of worker's list handles.

As shown in Figure 4, for communication network client's surfing Internet with cell phone self-service complaint embodiment two flow chart of data processing figure of the present invention, comprise the steps:

Step 101, client use mobile phone to pass through the radio access point access network;

Step 102, client are complaining self-service Shen to accuse the corresponding calling information of submission on the module;

Step 103, data conversion module are converted to the internal data message according to preset template with the calling information that the client submits to;

Step 104, interface module are carried out the service procedure scheduling according to the internal data message, and the complaint acceptation of background system is carried out in the service of calling;

Step 105, system inquire about this client's relevant information automatically to other related systems;

Step 106, system analyze, restrain according to this client's relevant information, are positioned to concrete problem node;

Default automatic of step 107, calling service program loading system sends single gauge then, particular problem distributed to concrete technical staff by worker's simple form formula handled;

Customer complaint information that step 108, concrete technical staff describe in single according to the worker and network analysis result carry out issue handling and feedback processing result in inner complaint handling system;

Step 109, convert technical result to the client language according to preset template;

The complaint handling situation is in time fed back to the client by different approaches by step 110, system;

It should be noted last that, above embodiment is only unrestricted in order to technical scheme of the present invention to be described, although the present invention is had been described in detail with reference to preferred embodiment, those of ordinary skill in the art is to be understood that, can make amendment or be equal to replacement technical scheme of the present invention, and not break away from the spirit and scope of technical solution of the present invention.

Claims

1. a customer mobile phone terminal internet self-complaint method is characterized in that, comprises following treatment step:

2. customer mobile phone terminal internet self-complaint method according to claim 1 is characterized in that, its concrete steps are as follows:

The complaint handling situation is in time fed back to the client by different approaches by step 110, system.