CN101582947A - Method for providing automatic car order for calling customer by using car scheduling system - Google Patents
Method for providing automatic car order for calling customer by using car scheduling system Download PDFInfo
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- CN101582947A CN101582947A CNA2008100433619A CN200810043361A CN101582947A CN 101582947 A CN101582947 A CN 101582947A CN A2008100433619 A CNA2008100433619 A CN A2008100433619A CN 200810043361 A CN200810043361 A CN 200810043361A CN 101582947 A CN101582947 A CN 101582947A
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Abstract
The invention discloses a method for providing automatic car order for a calling customer by using a car scheduling system, which comprises the following steps: the customer dials a calling telephone, a call center obtains customer information from a database server of a car scheduling service center according to a customer incoming telephone and automatically reports, an interactive voice response system of the call center plays voice by a TTS to provide the calling selection of the customer, the customer inputs corresponding options through telephone keys according to the voice prompt and determines the corresponding options, the call center informs the selection of the customer to the car scheduling server by sending a message, and the car scheduling server automatically orders a car according to the selection of the calling customer. The car is ordered by the method without an operator, therefore, the invention can shorten the car order time, reduces the input error, and improves the car scheduling efficiency.
Description
Technical field
The invention belongs to wireless communication technology field, particularly a kind of vehicle dispatch system that utilizes provides the chauffeur client to order the method for car automatically.
Background technology
Common vehicle dispatch system comprises vehicle scheduling service centre, vehicular communication equipment as shown in Figure 1, and vehicle scheduling service centre comprises call center, vehicle scheduling server, database server.The common car method of ordering is, the phone at chauffeur client place calls center, operator receives calls and basis is ordered car client's description record chauffeur client's data, as name, time of using cars, the address of getting on the bus, the address etc. of getting off, vehicle scheduling service centre is sent vehicle with information such as chauffeur customer name, the time of using cars of record, the address of getting on the bus notice, and this is ordered the car method and has following problem:
The chauffeur client connect vehicle scheduling service centre the call center order the car phone after, need operator to receive calls, input chauffeur client's data, as name, time of using cars, the address of getting on the bus, the address etc. of getting off, operator must keep the anxiety of height in the process of input, not so mistake can occur, causes sending the vehicle time of advent or place of arrival mistake, finally cause chauffeur client's complaint, influence corporate image.
2. on the other hand, owing to the influence that is subjected to reasons such as chauffeur client language description or expression, the process of once ordering car often needed more than 1 minute, cause the percent of call completed of call center of vehicle scheduling service centre low, the direct influence service efficiency of vehicle that is scheduled, if things go on like this client loses interest to the chauffeur phone of the call center that dials vehicle scheduling service centre.
At present, wireless communication technology and IVR ((Interactive Voice Response, interactive voice answering), TTS (Text To Speech, phonetic synthesis), CTI (Computer TelephonyIntegration, computer telephone integration) technology is day by day ripe, in the extensive use of the call center of vehicle scheduling service centre.
The CTI middleware of call center provides the software function of call center's indispensability, comprise that to call out routing management, ACD (Automatic Call Distribution, call distribution equipment automatically), call statistics analysis, monitoring management, the management of attending a banquet, business diagnosis platform, outer tube pulling reason, call data synchronous.
The IVR of call center can realize that the interactive voice of customization replys flow process, but specific aim is served different target clients, reduces operator's human relay working and line resource waste.Wherein TTS has brought into play important function, reduces manually recording, and information is play by computer is synthetic automatically.
Call center and vehicle scheduling server communicate by the socket agreement, have been widely used in the communications field at present, and the mutual of message can access reliable transmission.
Summary of the invention
A kind of method of utilizing vehicle dispatch system to provide the chauffeur client to order car automatically is provided the technical problem to be solved in the present invention, adopts this method operator to answer, and can shorten the car time of ordering, reduces input error, improve vehicle scheduling efficient.
For solving the problems of the technologies described above, the vehicle dispatch system that utilizes of the present invention provides the chauffeur client to order the method for car automatically, vehicle dispatch system comprises vehicle scheduling service centre, vehicular communication equipment, vehicle scheduling service centre comprises the vehicle scheduling server, database server, the call center, vehicle scheduling server energy and vehicular communication equipment, database server, call center's communication, the call center can provide voice selecting for the chauffeur client by IVR, can discern caller ID by DTMF, can support TTS, there is the chauffeur customer data at database server, the chauffeur customer data comprises name, telephone number, the information such as address of getting on the bus, order the car process and may further comprise the steps:
Step 1, chauffeur client place calls center order the car phone;
Step 2, whether connect back call center IVR voice broadcast needs to order the car selection automatically by telephone key-press; Select to order car automatically by telephone key-press as the chauffeur client, carry out step 3, otherwise carry out step 10;
Step 3, the call center sends the vehicle scheduling server to by DTMF identification chauffeur caller client number and with it;
Step 4, vehicle scheduling server are searched from database server with the corresponding customer data of this caller ID, send client's Query Information to the call center;
Step 5, the call center carries out step 10 as receiving client's Query Information of not finding customer data; The call center carries out step 6 as receiving client's Query Informations such as the address of getting on the bus;
Step 6, whether call center TTS reports the chauffeur client's who receives the address of getting on the bus, and report by the above-mentioned address of getting on the bus of phone key confirmation, selects to confirm the above-mentioned address of getting on the bus by telephone key-press as the chauffeur client, carries out step 7, otherwise carries out step 10;
Step 7, the call center IVR voice broadcast input time of using cars, the chauffeur client presses the voice prompting by the telephone key-press input time of using cars;
Step 8, the call center sends this chauffeur client's who comprises the time of using cars chauffeur order solicited message to the vehicle scheduling server;
Step 9, the vehicle scheduling server carries out vehicle sending scheduling processing according to chauffeur order solicited message, orders car automatically and finishes;
Step 10 is carried out manual service.
The vehicle dispatch system that utilizes of the present invention provides the chauffeur client to order the method for car automatically, utilize widely used IVR, TTS and CTI technology in the call center, combine closely with vehicle dispatch system, make in the database server of the vehicle scheduling service centre registered chauffeur client that customer data arranged the call center that connects vehicle scheduling service centre order the car phone after, directly according to voice suggestion, by the telephone key-press input information, need not operator answer, can shorten the car time of ordering, reduce input error, improve vehicle scheduling efficient.
Description of drawings
Fig. 1 is common vehicle dispatch system schematic diagram;
Fig. 2 is the method one execution mode flow chart that utilizes vehicle dispatch system to provide the chauffeur client to order car automatically of the present invention;
Embodiment
Below in conjunction with the drawings and the specific embodiments the present invention is described in further detail.
Method one execution mode that utilizes vehicle dispatch system to provide the chauffeur client to order car automatically of the present invention is as follows, set up a vehicle dispatch system, comprise vehicular communication equipment, vehicle scheduling service centre, vehicle scheduling service centre comprises vehicle scheduling server, database server, call center; The vehicle scheduling server can be communicated by letter with vehicular communication equipment, database server, call center, and database server has the chauffeur customer data, information such as the chauffeur customer data comprises name, telephone number, the address of getting on the bus.The call center can provide voice selecting for the chauffeur client by IVR, and by DTMF (dual-tone multifrequency) identification caller ID, the call center supports TTS; When the chauffeur client confirms to carry out deciding car automatically, the call center sends this chauffeur client's telephone number information to the vehicle scheduling server by the socket agreement, the vehicle scheduling server is searched the chauffeur customer data according to telephone number information from database server, and send client's Query Information to call center by the socket agreement, this client's Query Information comprises the information whether customer data relevant with this chauffeur telephone number is arranged in the database server, this information should comprise customer informations such as the address of getting on the bus when the customer data relevant with this chauffeur telephone number, the call center reports chauffeur client's the address of getting on the bus with TTS to the chauffeur client according to the customer information that finds when the customer data relevant with this chauffeur telephone number arranged in the database server, when the chauffeur client confirm that this finds get on the bus the address and import the time of using cars after, the call center formally sends this chauffeur client's who comprises the time of using cars chauffeur order solicited message to the vehicle scheduling server.The vehicle scheduling server according to the chauffeur order request carry out vehicle sending scheduling and handle.
The vehicle dispatch system that utilizes of the present invention provides method one embodiment that the chauffeur client orders car automatically as shown in Figure 2, may further comprise the steps:
The chauffeur client dial vehicle scheduling service centre the call center order the car phone;
2. behind the closing of the circuit, by the welcome words of call center IVR voice broadcast vehicle scheduling service centre, as welcome to send a telegraph * * vehicle scheduling service centre, and report and whether need to order automatically car and select, as " order car automatically please by 1, manual service is please by 2 ... " Deng;
3. after chauffeur customer selecting was ordered car automatically and pressed telephone key-press " 1 ", the call center sent the vehicle scheduling server by DTMF (dual-tone multifrequency) identification chauffeur caller client number and with chauffeur client's caller ID to by the socket agreement;
4. the vehicle scheduling server is searched from database server with the corresponding customer data of this caller ID according to this chauffeur client's caller ID, send client's Query Information to the call center by the socket agreement, if do not find the corresponding customer data of this caller ID, send and do not find the information of customer data to the call center, if find the corresponding customer data of this chauffeur client's caller ID, send client's Query Informations such as the relative name of this chauffeur client's caller ID, the address of getting on the bus to the call center;
5. the call center then changes manual service with the chauffeur caller client as receiving the information of not finding customer data; The call center is as client's Query Informations such as the corresponding name of the caller ID of receiving the chauffeur client, the addresses of getting on the bus, and call center TTS reports chauffeur client's the address of getting on the bus, and reports and whether confirm above-mentioned information, as " determining that manual service is please by 2 please by 1 ... "
6. the chauffeur client confirms to get on the bus behind the address by 1, and the call center IVR voice broadcast input time of using cars, the chauffeur client press the voice prompting and imports the time of using cars;
7. after the chauffeur client pressed the voice prompting input time of using cars, the call center formally sent this chauffeur client's who comprises the time of using cars chauffeur order solicited message to the vehicle scheduling server;
8. the vehicle scheduling server carries out vehicle sending scheduling processing according to chauffeur order solicited message, orders car automatically and finishes.
The vehicle dispatch system that utilizes of the present invention provides the chauffeur client to order the method for car automatically, utilize widely used IVR, TTS and CTI technology in the call center, combine closely with vehicle dispatch system, make in the database server of the vehicle scheduling service centre registered chauffeur client that customer data arranged the call center that connects vehicle scheduling service centre order the car phone after, directly according to voice suggestion, by the telephone key-press input information, need not operator answer, shorten the car time of ordering, reduce input error, improve vehicle scheduling efficient.
Claims (3)
1, a kind of vehicle dispatch system that utilizes provides the chauffeur client to order the method for car automatically, vehicle dispatch system comprises vehicle scheduling service centre, vehicular communication equipment, vehicle scheduling service centre comprises the vehicle scheduling server, database server, the call center, vehicle scheduling server energy and vehicular communication equipment, database server, call center's communication, the call center can provide voice selecting for the chauffeur client by IVR, can discern caller ID by DTMF, can support TTS, it is characterized in that, there is the chauffeur customer data at database server, the chauffeur customer data comprises name, telephone number, the information such as address of getting on the bus, order the car process and may further comprise the steps:
Step 1, chauffeur client place calls center order the car phone;
Step 2, whether connect back call center IVR voice broadcast needs to order the car selection automatically by telephone key-press; Select to order car automatically by telephone key-press as the chauffeur client, carry out step 3, otherwise carry out step 10;
Step 3, the call center sends the vehicle scheduling server to by DTMF identification chauffeur caller client number and with it;
Step 4, vehicle scheduling server are searched from database server with the corresponding customer data of this caller ID, send client's Query Information to the call center;
Step 5, the call center carries out step 10 as receiving client's Query Information of not finding customer data; The call center carries out step 6 as receiving client's Query Informations such as the address of getting on the bus;
Step 6, whether call center TTS reports the chauffeur client's who receives the address of getting on the bus, and report by the above-mentioned address of getting on the bus of phone key confirmation, selects to confirm the above-mentioned address of getting on the bus by telephone key-press as the chauffeur client, carries out step 7, otherwise carries out step 10;
Step 7, the call center IVR voice broadcast input time of using cars, the chauffeur client presses the voice prompting by the telephone key-press input time of using cars;
Step 8, the call center sends this chauffeur client's who comprises the time of using cars chauffeur order solicited message to the vehicle scheduling server;
Step 9, the vehicle scheduling server carries out vehicle sending scheduling processing according to chauffeur order solicited message, orders car automatically and finishes;
Step 10 is carried out manual service.
2, the vehicle dispatch system that utilizes according to claim 1 provides the chauffeur client to order the method for car automatically, it is characterized in that the call center is with communicating by the socket agreement between the vehicle scheduling server.
3, the vehicle dispatch system that utilizes according to claim 1 provides the chauffeur client to order the method for car automatically, it is characterized in that whether report behind the welcome words of call center IVR voice broadcast vehicle scheduling service centre after connecting in the step 2 needs to order the car selection automatically by telephone key-press again.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008100433619A CN101582947A (en) | 2008-05-13 | 2008-05-13 | Method for providing automatic car order for calling customer by using car scheduling system |
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| Application Number | Priority Date | Filing Date | Title |
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| CNA2008100433619A CN101582947A (en) | 2008-05-13 | 2008-05-13 | Method for providing automatic car order for calling customer by using car scheduling system |
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| CN101582947A true CN101582947A (en) | 2009-11-18 |
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| CNA2008100433619A Pending CN101582947A (en) | 2008-05-13 | 2008-05-13 | Method for providing automatic car order for calling customer by using car scheduling system |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102394006A (en) * | 2011-07-13 | 2012-03-28 | 南京通用电器有限公司 | Intelligent management system of official vehicles |
| CN102665017A (en) * | 2012-05-08 | 2012-09-12 | 王炜建 | Taxi hiring method and system |
| CN102708682A (en) * | 2012-06-20 | 2012-10-03 | 深圳市京泰基科技有限公司 | Riding direction and driving direction matched taxi allocation system and method |
| CN103164950A (en) * | 2011-12-12 | 2013-06-19 | 国民技术股份有限公司 | Intelligent vehicle management system and method |
| CN103187062A (en) * | 2011-12-28 | 2013-07-03 | 上海博泰悦臻电子设备制造有限公司 | Vehicle-mounted data processing device and preservation service data processing system |
| CN104933571A (en) * | 2015-05-13 | 2015-09-23 | 北京嘀嘀无限科技发展有限公司 | Taxi-taking method and system |
| CN106487917A (en) * | 2016-11-03 | 2017-03-08 | 深圳市金立通信设备有限公司 | A kind of management method ordering car information and terminal |
| CN106982305A (en) * | 2017-03-23 | 2017-07-25 | 青岛融贯汇众软件有限公司 | A kind of method of calling based on Call Center Platform |
-
2008
- 2008-05-13 CN CNA2008100433619A patent/CN101582947A/en active Pending
Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102394006A (en) * | 2011-07-13 | 2012-03-28 | 南京通用电器有限公司 | Intelligent management system of official vehicles |
| CN103164950A (en) * | 2011-12-12 | 2013-06-19 | 国民技术股份有限公司 | Intelligent vehicle management system and method |
| CN103187062A (en) * | 2011-12-28 | 2013-07-03 | 上海博泰悦臻电子设备制造有限公司 | Vehicle-mounted data processing device and preservation service data processing system |
| CN102665017A (en) * | 2012-05-08 | 2012-09-12 | 王炜建 | Taxi hiring method and system |
| CN102708682A (en) * | 2012-06-20 | 2012-10-03 | 深圳市京泰基科技有限公司 | Riding direction and driving direction matched taxi allocation system and method |
| CN102708682B (en) * | 2012-06-20 | 2014-07-02 | 深圳市京泰基科技有限公司 | Riding direction and driving direction matched taxi allocation system and method |
| CN104933571A (en) * | 2015-05-13 | 2015-09-23 | 北京嘀嘀无限科技发展有限公司 | Taxi-taking method and system |
| CN104933571B (en) * | 2015-05-13 | 2019-06-28 | 北京嘀嘀无限科技发展有限公司 | The method and system called a taxi |
| CN106487917A (en) * | 2016-11-03 | 2017-03-08 | 深圳市金立通信设备有限公司 | A kind of management method ordering car information and terminal |
| CN106982305A (en) * | 2017-03-23 | 2017-07-25 | 青岛融贯汇众软件有限公司 | A kind of method of calling based on Call Center Platform |
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Application publication date: 20091118 |