CN101159888A - Method of implementing self-help service and self-help service platform - Google Patents
Method of implementing self-help service and self-help service platform Download PDFInfo
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- CN101159888A CN101159888A CNA2007100313152A CN200710031315A CN101159888A CN 101159888 A CN101159888 A CN 101159888A CN A2007100313152 A CNA2007100313152 A CN A2007100313152A CN 200710031315 A CN200710031315 A CN 200710031315A CN 101159888 A CN101159888 A CN 101159888A
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Abstract
The inventive embodiment discloses a self-service realization method, which includes: selecting needed self-service in a self-service platform, wherein, the self-service includes short message service, automatic voice service, wireless network service, network service and at least two kinds of service in USSD; the self-service platform interacts with a self-service server, in order to realize self-service, according to the selected self-service server. The inventive embodiment also discloses a self-service platform. The invention provides with a plurality of self-service modes for selection on the same self-service platform, with no need of short message code, phone number, WAP or WEB address to be remembered by users, with the advantages of simple and convenient usage, self-service utilization rate increase, manual service utilization rate decrease and operator service resources utilization efficiency improvement.
Description
Technical field
The present invention relates to field of mobile communication, relate in particular to a kind of method and self-service platform that realizes Self-Service.
Background technology
At present, for the cellphone subscriber, the various services that it obtains the mobile communications operator provides mainly contain following several mode:
1, manual service: i.e. user's service of obtaining of manual service number or transacting business of dialing mobile communication carrier and providing; 2, short message service: the user sends the short message port that the note code provides to mobile communication carrier, returns the respective service note after the server process by operator's management, thereby realizes user's service of obtaining or transacting business; 3, automatic speech service: the user dials into mobile communication carrier the automatic speech number is provided, according to automatic speech prompting service of obtaining or transacting business; 4, wireless website service: (Wireless Application Protocol is WAP) behind the website that login mobile communication carrier provides, according to the explanation that provides on website service of obtaining or transacting business by Wireless Application Protocol for the user; 5, website service: after the user steps on WEB browser by mobile phone and signs in to the fixedly website that mobile communication carrier provides, according to the explanation that provides on website service of obtaining or transacting business; 6, unstructured supplementary data traffic (UnstructuredSupplementary Services Data, USSD): after the user dials the number of operator's appointment, but server returns the actions menu that comprises service content to user mobile phone, and the user can select concrete service item on menu.
In order to improve, preferably guide the more Self-Service of using described in 2 to 6 of user to the customer service efficiency of resource.
But all there is different shortcomings in above-mentioned Self-Service, and the Self-Service that provides with China Mobile is an example, and is specifically as shown in table 1:
| Self-Service | Shortcoming | Cause consequence |
| 10086IVR | The formula of helping each other voice answer-back (Interactive Voice Response, IVR) flow nodes | Client's difficulty finds the service of wanting increasing to the pressure of artificial traffic |
| The limited record length of layout can longly have marketing function | ||
| 10086 the expansion number | Very big other expansion resource utilizations of 1008611 pressure are relatively low | 1008611 call completing rate may be along with the increase of client requests decline resource distribution imbalance |
| The note Self-Service | The too many client of code is difficult to one and goes on foot the arrival destination | The client usually can just can use the short message service Room to increase the inconvenience that the client uses short message service dialing after 10086 artificial or automatic stations are learned the note code |
| WAP、WEB | The comparatively strange use amount of client is little | The client is familiar with function needs certain hour to be not easy diffusion in the middle of the client |
Can find out that from last table for the short message service mode, because the detailed programs of service are to determine according to the note code that the user sends, and the user is difficult to remember so how different note codes, thereby has influenced the utilization rate of note Self-Service mode.The Self-Service business that dials phone number for needs is also similar, the user be difficult for each concrete number of memory with and function corresponding, also may influence the utilization rate of Self-Service.
Summary of the invention
Technical problem to be solved by this invention is, a kind of method and self-service platform that realizes Self-Service is provided.Make that the selection of Self-Service detailed programs is convenient, effectively raise the utilization rate of Self-Service.
In order to solve the problems of the technologies described above, on the one hand, embodiments of the invention provide a kind of method that realizes Self-Service, comprise: in self-service platform, select the Self-Service of needs, wherein, described Self-Service comprises at least two kinds of services among short message service, automatic speech service, wireless website service, website service and the USSD; Self-service platform is carried out alternately to realize Self-Service with the server that described Self-Service is provided according to the Self-Service of described selection.
On the other hand, embodiments of the invention provide a kind of self-service platform, comprise: comprise at least two kinds of modules in first module, second module, three module, four module and the 5th module, wherein, described first module is used to realize note Self-Service function; Described second module is used to realize the self-assisted voice service function; Described three module is used to realize realizing by the WAP Website login function of Self-Service; Described four module is used to realize realizing by the WEB Website login function of Self-Service; Described the 5th module is used to realize the USSD service function.
Because the selection of multiple Self-Service mode is provided in same self-service platform, simultaneously do not need the user to remember concrete note code, telephone number, WAP or WEB address etc., make the user convenient, succinct to the use of above-mentioned Self-Service, thereby the utilization rate that helps increasing Self-Service alleviates the utilization rate of manual service, improves the utilization ratio of operator's Service Source.
Description of drawings
Fig. 1 is the structural representation of a kind of specific embodiment of self-service platform among the present invention;
Fig. 2 is the structural representation of the another kind of specific embodiment of self-service platform among the present invention;
Fig. 3 is the structural representation of a kind of specific embodiment of first module among Fig. 1 or Fig. 2;
Fig. 4 is the schematic flow sheet of a kind of specific embodiment of the method for realization Self-Service among the present invention;
Fig. 5 is the schematic diagram of realizing among the present invention with a kind of specific embodiment of the process of server interaction;
Fig. 6 is the schematic diagram of a kind of specific embodiment of main Self-Service classification among the present invention.
Embodiment
Below with reference to accompanying drawing the preferred embodiments of the present invention are described.In the accompanying drawing of institute's reference, identical parts use identical drawing reference numeral to represent among the different figure.
Referring to Fig. 1, be the structural representation of a kind of specific embodiment of self-service platform among the present invention.As shown in the figure, self-service platform 1 comprises at least two kinds of modules in first module 11, second module 12, three module 13, four module 14 and the 5th module 15.Self-service platform 1 generally can be installed on the portable terminal, and portable terminal then can be finished corresponding Self-Service by this self-service platform 1.
Wherein, first module 11 is used to realize note Self-Service function.First module 11 can realize functions such as telephone expenses inquiry, service inquiry, business handling by sending the note code.The user only need select corresponding concrete function by first module 11, and first module 11 just can generate the note code and be sent to the short message server that operator manages according to this concrete function, realizes handling of Self-Service.
Three module 13 is used to realize realizing by the WAP Website login function of Self-Service.Can store operator in this module the WAP site address of Self-Service is provided, then the user need not to remember that above-mentioned address can login the WAP site of Self-Service, carries out the selection of concrete Self-Service project, realizes corresponding Self-Service.
Four module 14 is used to realize realizing by the WEB Website login function of Self-Service.With the function class of three module 13 seemingly, four module 14 can be stored the WEB station address that operator provides Self-Service, then the user need not to remember that this address can login the WEB website of Self-Service, carries out the selection of concrete Self-Service project, realizes corresponding Self-Service.
The 5th module 15 is used to realize the USSD service function.The user selects the USSD service function of the 5th module 15, the 5th module 15 is dialed corresponding telephone number to connect the USSD server, but server returns the actions menu that comprises service content to the user again, and the user does not need to remember any number and just can select concrete service item to realize concrete Self-Service according to the above-mentioned actions menu that returns like this.
As shown in Figure 2, be the structural representation of the another kind of specific embodiment of self-service platform among the present invention.As shown in the figure, at least two kinds of modules of self-service platform 2 in can comprising first module 11, second module 12, three module 13, four module 14 and the 5th module 15, can also comprise update module 21.Wherein, update module 21 is used to upgrade this self-service platform.Because operator may change number, WAP or the WEB address of short message service code, self-assisted voice service, also may be that operator has increased new Self-Service project simultaneously, so just need upgrade upgrading to self-service platform 2.Usually the self-service platform 2 of upgrading is provided by operator, the user upgrades self-service platform 2 by update module 21 to the update service device request of operator, then server can return the self-service platform 2 of upgrading to the user, and the user receives back this platform of installation and operation and gets final product.
As shown in Figure 3, first module 11 also can comprise complaint service module 110.When the user need complain the service that operator provides, can comprise the note and the transmission of complaining content by complaint service module 110 editors, do not need the user to remember concrete phone call for appeal or mailbox yet.
As shown in Figure 4, be the schematic flow sheet of a kind of specific embodiment of the method that realizes Self-Service among the present invention.The method of described realization Self-Service may further comprise the steps:
Step S401, the Self-Service that selection needs in self-service platform, wherein, described Self-Service comprises at least two kinds of services among short message service, automatic speech service, wireless website service, website service and the USSD.Wherein consistent with the definition in the previous embodiment to the concrete definition of various Self-Services, this self-service platform is many to be used in portable terminal.Simultaneously, described Self-Service also comprises update service, to realize the upgrading renewal to self-service platform; Described short message service also comprises complaint service.
Step S402, self-service platform are carried out alternately to realize Self-Service with the server that described Self-Service is provided according to the Self-Service of described selection.Its reciprocal process can be with reference to figure 5, with the short message service is example, self-service platform sends the note code by wireless network to short message server, and short message server then returns short message service according to the note code of receiving to self-service platform (being actually the portable terminal that comprises this self-service platform).
Wherein, before step S401, also can comprise the step of obtaining self-service platform.When specifically obtaining, portable terminal can obtain the operation source code of this self-service platform by wireless or wired method from server or other memory devices, and installs on portable terminal and move described source code to obtain this self-service platform.
Below in conjunction with instantiation said process is described.
Step S501, with the source code of self-service platform copy or download to mobile phone memory card, and it is installed on the mobile phone.After the installation, obtain self-service platform, claim that in this example this self-service platform is mobilebaby.
Step S502, operation mobilebaby, and enter the main interface of this platform, integrated short message service, voice service (being above-mentioned self-assisted voice service), WAP serve (being wireless website service), website service and USSD on this platform.
Step S503, selection service accordingly, wherein each main Self-Service classification and its concrete service item can be with reference to figure 6.
If selected short message service, enter the short message service main menu.Can see, this short message service comprises sub-services such as data service, telephone expenses inquiry, service inquiry, mobile dream network, mobile tripod, business handling and complaint suggestion, when entering into finish node, click keys will send corresponding note to short message server, to realize functions such as service inquiry, business consultation, business handling and complaint suggestion.
If select voice service, then enter the voice service main menu.In this voice service, comprise the voice trunk that present use amount is bigger, 12580 the function that simultaneously also integrated China Mobile provides (as Chinese secretary, move 114 directory enquiries), messages in mailbox, can Yi Tong etc. service.After having selected respective service and determined, the user will dial respective number.As, when the user has selected to move 114 directory enquiries, this platform will transfer to 1258114.Can be user-friendly to the IVR service like this, also can increase by 12580 use amount simultaneously.
If select WAP or WEB service, just directly enter WAP or WEB website, the user can directly handle corresponding business after entering the website.
If selected update service, then after the user selects, be connected to the update service device or be connected to certain WAP or the Website server of WEB website.Renewal or Website server (described renewal or Website server also might be same server) judge whether the self-service platform that user side uses is up-to-date version, if not then sending latest edition to the user, user's current version has been a latest edition if then remind.This update service also can be arranged to automatic renewal process: when the user used self-service platform, the update service device judged automatically promptly whether the self-service platform that user side uses is up-to-date version, if not then sending latest edition to the user.
Because the selection of multiple Self-Service mode is provided in same self-service platform, simultaneously do not need the user to remember concrete note code, telephone number, WAP or WEB address etc., make the user convenient, succinct to the use of above-mentioned Self-Service, thereby the utilization rate that helps increasing Self-Service alleviates the utilization rate of manual service, improves the utilization ratio of operator's Service Source.
Above disclosed is preferred embodiment of the present invention only, can not limit the present invention's interest field certainly with this, and therefore the equivalent variations of doing according to claim of the present invention still belongs to the scope that the present invention is contained.
Claims (7)
1. method that realizes Self-Service comprises:
The Self-Service that selection needs in self-service platform, wherein, described Self-Service comprises at least two kinds of services among short message service, automatic speech service, wireless website service, website service and the USSD;
Self-service platform is carried out alternately to realize Self-Service with the server that described Self-Service is provided according to the Self-Service of described selection.
2. the method for claim 1 is characterized in that, also comprises before the described Self-Service step of need selecting in self-service platform:
Obtain described self-service platform.
3. method as claimed in claim 1 or 2 is characterized in that, comprises the note complaint service in the described short message service, and described note complaint service is meant by sending note and complains and/or advise to operator.
4. method as claimed in claim 1 or 2 is characterized in that described Self-Service also comprises update service, and described update service can realize the renewal to described self-service platform.
5. a self-service platform comprises at least two kinds of modules in first module, second module, three module, four module and the 5th module, wherein,
Described first module is used to realize note Self-Service function;
Described second module is used to realize the self-assisted voice service function;
Described three module is used to realize realizing by the WAP Website login function of Self-Service;
Described four module is used to realize realizing by the WEB Website login function of Self-Service;
Described the 5th module is used to realize the USSD service function.
6. self-service platform as claimed in claim 5 is characterized in that described self-service platform also comprises update module, and described update module is used to upgrade described self-service platform.
7. as claim 5 or 6 described self-service platform, it is characterized in that described first module also comprises the complaint service module, described complaint service module can be used for realizing complaining or/and the suggestion function by note.
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| Application Number | Priority Date | Filing Date | Title |
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| CN 200710031315 CN101159888B (en) | 2007-11-09 | 2007-11-09 | Method of implementing self-help service and self-help service platform |
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| CN 200710031315 CN101159888B (en) | 2007-11-09 | 2007-11-09 | Method of implementing self-help service and self-help service platform |
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| CN101159888B CN101159888B (en) | 2010-09-01 |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102082673A (en) * | 2010-06-04 | 2011-06-01 | 任明和 | Terminal service charging platform and method thereof based on Internet and telecommunication network |
| CN107067300A (en) * | 2017-03-31 | 2017-08-18 | 柳州译海网络科技有限公司 | A kind of e-sports business platform consulting system |
| CN109190763A (en) * | 2013-07-03 | 2019-01-11 | 埃森哲环球服务有限公司 | Inquiry response equipment |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1564172A (en) * | 2004-03-26 | 2005-01-12 | 广东移动通信有限责任公司 | Control method and appts. for mobile self-helping service system |
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2007
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102082673A (en) * | 2010-06-04 | 2011-06-01 | 任明和 | Terminal service charging platform and method thereof based on Internet and telecommunication network |
| CN102082673B (en) * | 2010-06-04 | 2012-09-19 | 任明和 | Terminal service charging platform and method thereof based on Internet and telecommunication network |
| CN109190763A (en) * | 2013-07-03 | 2019-01-11 | 埃森哲环球服务有限公司 | Inquiry response equipment |
| US11507581B2 (en) | 2013-07-03 | 2022-11-22 | Accenture Global Services Limited | Query response device |
| CN107067300A (en) * | 2017-03-31 | 2017-08-18 | 柳州译海网络科技有限公司 | A kind of e-sports business platform consulting system |
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| CN101159888B (en) | 2010-09-01 |
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