CN101076059A - Customer service system and method based on instant telecommunication - Google Patents
Customer service system and method based on instant telecommunication Download PDFInfo
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- CN101076059A CN101076059A CNA2007100888323A CN200710088832A CN101076059A CN 101076059 A CN101076059 A CN 101076059A CN A2007100888323 A CNA2007100888323 A CN A2007100888323A CN 200710088832 A CN200710088832 A CN 200710088832A CN 101076059 A CN101076059 A CN 101076059A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
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Abstract
The invention comprises: a relay server and multi customer service terminals. Wherein, the relay server is used for receiving the IM message from user and relaying the IM message to one of customer service terminal, and relaying the IM message from the customer service terminal to user; the customer service terminal is used for processing the IM message from user, and returning a reply to the IM message.
Description
Technical field
The present invention relates to customer service system and client service method technical field, particularly a kind of customer service system and a kind of client service method based on instant messaging based on instant messaging.
Background technology
Customer Service Center is also referred to as call center (Call Center), is a kind of usual way of present client and enterprise communication.Traditional Call Center mainly with phone as with the main mode of user communication, the user dials the service that a unified telephone number promptly can obtain enterprise.By with the combining of computer system, computer telecommunication integrated (Computer Telecommunication Integration, CTI) technology have appearred.The CTI technology can be combined closely phone and computer system, realizes many services, such as self-service counseling services, telephone bank, ecommerce or the like.
Fig. 1 is the configuration diagram of a kind of typical customer service system in the prior art.
In Fig. 1, PSTN (PSTN) is a kind of global voice communications circuit switching network, is the set of all circuit switching formula telephone network.PBX (PBX) is mainly used in forward call between the local line user of an enterprises, yet but allows them to enjoy the external call line resource of some.The main purpose of PBX is to save telephone line.PBX is had by enterprise rather than telephone operator and operates.PBX generally comprises: the phone basic routing line that finishes at the PBX place; Memory management and switching computer between PBX is inside and outside; The grid line of PBX inside etc.Interactive voice response (IVR) is aly to receive that voice call input or button are selected and with the suitable form of replying and the software application of user interactions.IVR embeds in the large-scale applied environment relevant with database access generally as one of assembly.Miscellaneous equipment all is common equipment, repeats no more here.
The workflow of typical customer service system is as follows as shown in Figure 1: the user dials the customer service phone of enterprise, and this phone enters the customer service system of enterprise by PSTN; The user at first obtains the service of IVR by CTI, CTI can enter corresponding flow processing according to user's input, if the user selects manual service, CTI can be transferred to a seat with the user by PBX so, by service manually is provided.
Said process is the core process of a phone customer service system, simultaneously, has developed a lot of supporting functions again on this core process, such as voice record, retrieval, quality management, workflow management, scheduling etc.These functions can cooperate the phone customer service system, in addition, can also provide Email and internet voice service services such as (VoIP) by the internet.
But this CTI customer service system is very huge, has determined that also its cost is very high simultaneously, and general company is difficult to bear so high expense.Though industry also has the simple version of system hereto, its equipment also can carry out integrated, can not be fit to most of little companies all the time and use from the cost aspect.And the phone customer service system also has the shortcoming of itself.Such as, the user need pay very high communication cost.In addition, because phone is a block type, a same time of seat can only be served a user, and this is the unavoidable efficiency bottle neck of phone customer service system.And the characteristics of this equipment of phone have determined it can only carry out interactive voice, can not carry out multimedia mutual.
Summary of the invention
In view of this, the present invention proposes a kind of customer service system, in order to reduce the cost of customer service system based on instant messaging.The invention allows for a kind of client service method based on instant messaging.
The invention provides a kind of customer service system based on instant messaging, this customer service system comprises transfer server and a plurality of customer service terminal, wherein:
Transfer server is used to receive the IM message from the user, and gives one of them customer service terminal with this IM forwards, and will give corresponding user from the IM forwards of customer service terminal;
The customer service terminal is used to handle the IM message from the user, and replys IM message.
Described customer service system further comprises and is used for customer service management end that described a plurality of customer service terminals are managed.
Described customer service system further comprises database, its be used to preserve user profile and/or corresponding with it from the user IM message and from the IM message of customer service terminal, and offer described a plurality of customer service terminal.
Described transfer server further comprises the queueing logic unit, and it is used for distributing the IM message from the client between described customer service terminal.
The user that described customer service terminal is further used for asking transfer server will work as pre-treatment is given to another customer service terminal, and transfer server is then given described another customer service terminal according to described request with described user IM forwards after this.
Described transfer server is self-existent or is arranged in the IM server of IM system.
Described transfer server is further preserved the routing iinformation that the customer service terminal is added in this IM message when transmitting described IM message from the customer service terminal, determine the customer service terminal according to the routing iinformation of being preserved when transmitting described IM message from the user.
The present invention also provides a kind of client service method based on instant messaging, and this method may further comprise the steps:
Transfer server receives the IM message from the user, gives the customer service terminal with this IM forwards;
The customer service terminal processes is from user's IM message, and answer IM message, and transfer server will be given corresponding user from the IM forwards of customer service terminal.
This method further comprises: the customer service terminal with user profile and/or corresponding with it from the user IM message and/or be saved in the shared database from the IM message of customer service terminal; And/or, the customer service terminal from the database of sharing, read user profile and/or corresponding with it from the user IM message and/or from the IM message of customer service terminal.
Further comprise after transfer server receives IM message from the user: transfer server selects the customer service terminal to handle described message according to the state of customer service terminal.
This method further comprises: the user that described customer service terminal request transfer server will be worked as pre-treatment is given to another customer service terminal; Transfer server is given described another customer service terminal according to described request with described user IM forwards after this.
The customer service terminal replys IM message and transfer server comprises to the step of respective user this IM forwards: the customer service terminal is added routing iinformation in giving client's IM message, and sends to transfer server; Transfer server is preserved described routing iinformation, and sends this IM message.Transfer server will comprise for the step of customer service terminal from user's IM forwards: transfer server is determined the customer service terminal according to the routing iinformation of being preserved, and this IM message is sent to determined customer service terminal.
Described customer service terminal is added routing iinformation in giving client's IM message step comprises: the customer service terminal is added customer service system data packet head and corresponding bag tail in described IM message, and adds routing iinformation in this customer service system data packet head.The step that described transfer server sends this IM message further comprises the bag tail of peeling off described customer service system data packet head and correspondence.
Described transfer server will further comprise for the step of customer service terminal from user's IM forwards: transfer server adds customer service system data packet head and corresponding bag tail in from user's IM message.The customer service terminal is peeled off described customer service system data packet head and corresponding bag tail after receiving described IM message.
Transfer server further comprised the step that judges whether to transmit this IM message before will giving the customer service terminal from user's IM forwards; And/or transfer server further comprised the step that judges whether to transmit this IM message before will giving corresponding user from the IM forwards of customer service terminal.
From such scheme as can be seen, because the present invention is provided with transfer server in the customer service system based on instant messaging, in use, transfer server receives the IM message from the user, and give the customer service terminal with this IM forwards, and the customer service terminal processes is from user's IM message, and answer IM message, transfer server will be given corresponding user from the IM forwards of customer service terminal then, make the corresponding a plurality of customer service terminals of an IM account number dexterously, thereby be suitable for the application of customer service system.Owing to adopt above-mentioned customer service system and method based on IM, cost of the present invention is well below common phone customer service system, thereby reduced the cost that enterprise uses customer service system, not only is fit to small and medium size companies and uses, and also can use in major company.Can only to serve a user different with each same time of attending a banquet in the phone customer service system, and each same time of customer service terminal can be served a plurality of users among the present invention.And because IM can bearing multimedia message, so the present invention can provide multimedia customer service, satisfies user's needs in this respect, improved user experience.In addition, now network is very universal, and expense also is lower than phone, thereby has reduced user's cost of use.On the other hand, IM message can directly be preserved these text messages mainly based on text, perhaps is used for data analysis, and it is more convenient than phone customer service system to use.
Description of drawings
Fig. 1 is the configuration diagram of typical customer service system in the prior art;
Fig. 2 is based on the structural representation of the customer service system of IM in the embodiment of the invention;
Fig. 3 is the schematic flow sheet during customer service system is used in the embodiment of the invention;
Fig. 4 is the schematic diagram of queueing logic unit in the transfer server of the embodiment of the invention;
Fig. 5 A is the schematic flow sheet that the customer service terminal sends IM message in the embodiment of the invention; Fig. 5 B is the schematic flow sheet that transfer server is transmitted this IM message in the embodiment of the invention;
Fig. 6 A is that transfer server is transmitted schematic flow sheet from user's IM message in the embodiment of the invention; Fig. 6 B is that the customer service terminal receives the schematic flow sheet of handling this IM message in the embodiment of the invention;
Fig. 7 is the form of message between customer service terminal in the embodiment of the invention, transfer server and the IM server.
Embodiment
For making the purpose, technical solutions and advantages of the present invention clearer, the present invention is described in more detail by the following examples.
Instant messaging (IM) is very general application in the network, also is the most a kind of communication way.IM can not only provide multimedia modes such as text, voice, video to link up, and with low cost.The present invention is applied to IM the customer service field exactly, not only for enterprise has reduced cost, but also brings revolutionary breakthrough to user experience.
IM to be applied to customer service, customer service terminal so and user's communication way just is to use the IM instrument, compare traditional C all Center, enterprise needs a unified IM account number, rather than telephone number, user and this IM account number are linked up, and with can be routed to some customer service terminals there being connected of this account.Because network advantage in this respect, the structure of this system has been greatly simplified.
More than be general plotting of the present invention, but specific implementation also has many technological difficulties, provide a kind of exemplary embodiment below in detail, so that those skilled in the art understand the present invention.
Fig. 2 is an Organization Chart based on the customer service system of IM.
Customer service system as shown in Figure 2 comprises transfer server and a plurality of customer service terminal at least.Wherein, transfer server can be connected by the internet with the customer service terminal, also can be connected by local area network (LAN); And can be connected by the internet between each customer service terminal, also can be connected by local area network (LAN).
In Fig. 2, transfer server is mainly used in the IM message of reception from the user, and will give one of them customer service terminal from user's IM forwards, after IM message is handled and replied to the customer service terminal, transfer server will be given corresponding user from the IM forwards of customer service terminal, thereby finish the repeating process of IM message.And the customer service terminal is mainly used in the IM message of processing from the user, and replys IM message.
Fig. 3 is the workflow schematic diagram of customer service system shown in Figure 2.With reference to Fig. 3, the work of customer service system mainly may further comprise the steps:
Step 101, the user inserts the IM service by the internet, and has obtained the customer service IM account number of enterprise.The user sends IM message by the internet to customer service IM account number.This step is equivalent to that the user dials the customer service phone in the plain old telephone customer service system.The IM message here can be simple text message, also can be Multimedia Message.
Step 102, the IM server in the internet receive after the IM message from the user, according to customer service IM account number in the IM message with the transfer server of this IM forwards to customer service system.
Step 103, transfer server carries out lexical analysis according to certain logic, with the customer service terminal of this IM distribution of messages in described a plurality of customer service terminals.
As shown in Figure 4, can also comprise the queueing logic unit in the transfer server, this queueing logic unit is mainly used in distributing user between the customer service terminal, promptly distributes IM message to give the customer service terminal processes.For instance, some formations have been safeguarded in the queueing logic unit on transfer server, each customer service terminal is corresponding to a formation, when a new IM message enters system, transfer server inserts the user according to the state of each customer service terminal such as customer service terminal of selections such as number of users in busy extent and/or classification of service and/or the formation.Transfer server also can adopt alternate manner distributing user between the customer service terminal, for example adopts the method for mean allocation, method of Random assignment or the like.
Each formation can have a maximum length, customer service can oneself be provided with the maximum length of own formation, the number of users of multipotency service just can be set, and when inserting the user and reach this maximum number of users, the transfer server new user that just do not reallocate gives this customer service terminal.
Step 104, transfer server will be given the customer service that is distributed terminal from user's IM forwards.
Above step 101 to step 104 is user's processes to customer service system transmission IM message, and following step 105 to step 107 is described customer service system sends process from IM message to the user.
Step 105, the customer service terminal is carried out respective handling to transmitting the IM message of coming, and returns an IM message to the user then, and this IM message sends to transfer server from the customer service terminal.
Step 106, transfer server is given IM server in the internet with this forwards.
Step 107, IM server are given the user according to normal IM forwards process with this IM forwards.
In said process, from user's viewpoint of measures, customer service IM and common not difference of IM.IM customer service system in the embodiment of the invention does not need user's customer service terminal is made amendment, thereby can be easy to promote.What the customer service terminal in the customer service system was used also is an IM instrument, just can use same IM account number simultaneously by a plurality of customer service terminals, and some functions relevant with customer service also are provided.Generally speaking, the customer service system of the embodiment of the invention can not brought too big variation to existing IM server and user's IM instrument, mainly is to have increased a transfer server in customer service system, and uses a plurality of customer service terminals.This transfer server is equivalent to one IM client, and it can sign in to an IM system, and still, it all has been distributed to the customer service terminal to the message of receiving, and the message that the customer service terminal is replied has returned to the user again.From the angle of IM server, transfer server is the IM account number of a common access.So this IM customer service system all is very little to the influence of customer service terminal and service end, very easily develop and field.This also is reason cheaply.
Continuation in customer service system, can further include the customer service management end with reference to Fig. 2, and this customer service management end is used for the customer service terminal of customer service system is managed, and for example manages quantity, title, time of customer service terminal or the like.
Further, between each customer service terminal of customer service system, can also carry out sharing of information.That is to say that whichever user and which customer service terminal are linked up, other customer service terminal all is to see this Message Record, and subscriber data is also shared.Each customer service terminal can directly be given other customer service terminal with the data sharing of self, but inconvenient in this manner service data.Therefore, in the customer service system of the embodiment of the invention, can further include a shared database.In store user profile in this database of sharing, corresponding with it from the user IM message and from the IM message of customer service terminal, can also preserve the subscriber data of correspondence.And each customer service terminal can be visited this database, thus shared data.
In addition, can also transfer between the customer service terminal, the user that will work as pre-treatment is given to another customer service terminal.In embodiments of the present invention, the user that customer service terminal request transfer server will be worked as pre-treatment is given to another customer service terminal, and transfer server is then given another customer service terminal according to described request with described user IM forwards after this.Specifically, in switching, customer service terminal A can inquire about the current idle customer service terminal B that can accept to transfer that whether has, if have then can transfer, otherwise can not transfer, the A of customer service terminal then sends order to transfer server, tell server that this user is given to customer service terminal B, transfer server is adjusted Subscriber Queue, this user is joined in the formation of customer service terminal B, and the transfer server IM message that this user is all is transmitted to customer service terminal B in subsequent process.
A customer service system also needs other function, such as the setting of enterprise number, setting, statistics and monitoring of customer service terminal job number or the like, also has other a lot of miscellaneous function.Because this customer service system is based on immediate communication tool fully, so that these function development and maintenance implement is all fairly simple, overall cost is very low.In addition, except transfer server is set to independent the existence, can also bring transfer server in the IM server of existing IM system into, provide the enterprise of customer service that a plurality of customer service terminals only need be set like this and just can realize cost being dropped to customer service based on IM so minimum.
Between IM server, transfer server and customer service terminal, can adopt several different methods to transmit IM message.Fig. 5 A is the schematic flow sheet that the customer service terminal sends IM message in the embodiment of the invention; Fig. 5 B is the schematic flow sheet that transfer server is transmitted this IM message in the embodiment of the invention; Fig. 6 A is that transfer server is transmitted schematic flow sheet from user's IM message in the embodiment of the invention; Fig. 6 B is that the customer service terminal receives the schematic flow sheet of handling this IM message in the embodiment of the invention; Fig. 7 represents the form of message between customer service terminal in the embodiment of the invention, transfer server and the IM server.
Referring to Fig. 5 A and Fig. 5 B, the IM message transmitting process from the customer service terminal to the user is as follows:
Step 201, the IM message that will send a former IM compatible protocol in the customer service terminal are in the IM system time, and at first customer service terminal generates a former IM system data inclusion by former IM system protocol, i.e. the data inclusion of first row among Fig. 7.
Step 202 adds data packet head 2 and corresponding packet tail to step 203 with former IM system protocol form.At this moment packet generally can directly be understood by former IM system.But, this bag can't directly be issued transfer server, because transfer server not only needs some information of the former IM system in this data packet head, also need the more distinctive information of customer service system, for example routing iinformation, signaling number, with sequential of transfer server, internal agreement number or the like.So, a further customer service system data packet head and the corresponding packet tail of adding of customer service terminal, the i.e. data packet head 1 of first row and corresponding packet tail among Fig. 7.
Step 204, the customer service terminal is issued transfer server with above-mentioned packet.
Step 205 is to step 206, and transfer server at first carries out the ground floor analysis to packet after receiving the packet that the customer service terminal is sent, and promptly obtains customer service information, signaling number etc. from the customer service system data packet head, number judges whether to continue to transmit by signaling.Transmit if desired and just carry out second layer analysis, analyze former IM system protocol packet header.
Step 208 is to step 209, after the target of determining to transmit, transfer server will be peeled off the data packet head and the bag tail of customer service system, just only remaining former IM system protocol data of packet like this, and transfer server is made modification in a small amount to adapt to the requirement of former IM system to this data packet head possibly.At last, the IM message after the transfer server transmission is handled is to the IM server.
To step 209, the IM protocol data bag of a compatibility just can be sent in the IM system smoothly, and is read by correct separating by above step 201.Concerning the IM system, receive like this data of sending from customer service system and the data of sending from the IM internal system without any difference, also can make correct processing certainly.Reply data if necessary to customer service system, the user can directly reply this IM message.
Referring to Fig. 6 A and Fig. 6 B, the process that receives IM message from the IM server is as follows:
Step 301 is to step 302, and transfer server is received the packet that sends from the IM system, i.e. IM system protocol packet.Transfer server is at first analyzed the IM data packet head, and determines whether to be forwarded to in the customer service terminal.
Step 303 is to step 304, if transmit, then transfer server is further determined the target customer service terminal that will transmit by the routing iinformation that carries in the routing iinformation noted and the IM message.
Step 305 is to step 306, and transfer server is once packed packet, adds customer service system data packet head and corresponding packet tail, is transmitted to the customer service terminal most.
Step 307 is to step 309, after the customer service terminal is received the transfer server packet, at first determine whether IM packet, if the IM packet into transmitting by analyzing packet header, then peel off customer service system data packet head and corresponding packet tail, obtain the packet of IM system protocol.
By above-mentioned data organization, specific implementation the data forwarding of customer service system inside, and need not have influence on existing IM server and user's terminal.
The above only is preferred embodiment of the present invention, and is in order to restriction the present invention, within the spirit and principles in the present invention not all, any modification of being done, is equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (15)
1, a kind of customer service system based on instant messaging IM is characterized in that, this customer service system comprises transfer server and a plurality of customer service terminal, wherein:
Transfer server is used to receive the IM message from the user, and gives one of them customer service terminal with this IM forwards, and will give corresponding user from the IM forwards of customer service terminal;
The customer service terminal is used to handle the IM message from the user, and replys IM message.
2, customer service system according to claim 1 is characterized in that, described customer service system further comprises and is used for customer service management end that described a plurality of customer service terminals are managed.
3, customer service system according to claim 1, it is characterized in that, described customer service system further comprises database, its be used to preserve user profile and/or corresponding with it from the user IM message and from the IM message of customer service terminal, and offer described a plurality of customer service terminal.
4, customer service system according to claim 1 is characterized in that, described transfer server further comprises the queueing logic unit, and it is used for distributing the IM message from the client between described customer service terminal.
5, customer service system according to claim 1, it is characterized in that, the user that described customer service terminal is further used for asking transfer server will work as pre-treatment is given to another customer service terminal, and transfer server is then given described another customer service terminal according to described request with described user IM forwards after this.
6, customer service system according to claim 1 is characterized in that, described transfer server is self-existent or is arranged in the IM server of IM system.
7, customer service system according to claim 1, it is characterized in that, described transfer server is further preserved the routing iinformation that the customer service terminal is added in this IM message when transmitting described IM message from the customer service terminal, determine the customer service terminal according to the routing iinformation of being preserved when transmitting described IM message from the user.
8, a kind of client service method based on IM is characterized in that, this method may further comprise the steps:
Transfer server receives the IM message from the user, gives the customer service terminal with this IM forwards;
The customer service terminal processes is from user's IM message, and answer IM message, and transfer server will be given corresponding user from the IM forwards of customer service terminal.
9, method according to claim 8 is characterized in that, this method further comprises:
The customer service terminal with user profile and/or corresponding with it from the user IM message and/or be saved in the shared database from the IM message of customer service terminal; And/or
The customer service terminal from the database of sharing, read user profile and/or corresponding with it from the user IM message and/or from the IM message of customer service terminal.
10, method according to claim 8 is characterized in that, further comprises after transfer server receives IM message from the user: transfer server selects the customer service terminal to handle described message according to the state of customer service terminal.
11, method according to claim 8 is characterized in that, this method further comprises:
The user that described customer service terminal request transfer server will be worked as pre-treatment is given to another customer service terminal;
Transfer server is given described another customer service terminal according to described request with described user IM forwards after this.
12, method according to claim 8 is characterized in that,
The customer service terminal replys IM message and transfer server comprises to the step of respective user this IM forwards: the customer service terminal is added routing iinformation in giving client's IM message, and sends to transfer server; Transfer server is preserved described routing iinformation, and sends this IM message;
Transfer server will comprise for the step of customer service terminal from user's IM forwards: transfer server is determined the customer service terminal according to the routing iinformation of being preserved, and this IM message is sent to determined customer service terminal.
13, method according to claim 12, it is characterized in that, described customer service terminal is added routing iinformation in giving client's IM message step comprises: the customer service terminal is added customer service system data packet head and corresponding bag tail in described IM message, and adds routing iinformation in this customer service system data packet head;
The step that described transfer server sends this IM message further comprises the bag tail of peeling off described customer service system data packet head and correspondence.
14, according to claim 12 or 13 described methods, it is characterized in that described transfer server will further comprise for the step of customer service terminal from user's IM forwards: transfer server adds customer service system data packet head and corresponding bag tail in from user's IM message;
The customer service terminal is peeled off described customer service system data packet head and corresponding bag tail after receiving described IM message.
15, method according to claim 8 is characterized in that, transfer server further comprised the step that judges whether to transmit this IM message before will giving the customer service terminal from user's IM forwards; And/or,
Transfer server further comprised the step that judges whether to transmit this IM message before will giving corresponding user from the IM forwards of customer service terminal.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200710088832A CN101076059B (en) | 2007-03-28 | 2007-03-28 | Customer service system and method based on instant telecommunication |
| PCT/CN2008/070597 WO2008116421A1 (en) | 2007-03-28 | 2008-03-27 | Customer service system, customer service method and transfer server based on instant communication |
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| CN200710088832A CN101076059B (en) | 2007-03-28 | 2007-03-28 | Customer service system and method based on instant telecommunication |
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| CN101076059B CN101076059B (en) | 2012-09-05 |
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| CN101076059B (en) | 2012-09-05 |
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