CN101588312A - The method and system that a kind of user chats and in time transfers - Google Patents
The method and system that a kind of user chats and in time transfers Download PDFInfo
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- CN101588312A CN101588312A CNA2008101119629A CN200810111962A CN101588312A CN 101588312 A CN101588312 A CN 101588312A CN A2008101119629 A CNA2008101119629 A CN A2008101119629A CN 200810111962 A CN200810111962 A CN 200810111962A CN 101588312 A CN101588312 A CN 101588312A
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Abstract
The invention provides the method that a kind of user chats and in time transfers, may further comprise the steps: customer service terminal A sends request to control module by the Internet, request this visitor of switching and conversation recording thereof; Control module is sent switching order to distribution module, and order is distributed to another online customer service personnel B with this time session content of this customer service terminal, and the visitor also connects with another online customer service personnel B; The customer service system server passes through the customer service terminal B of a normal condition of distribution module picked at random, and this user terminal and this customer service terminal are connected; Contact staff B can pass through former chat record, and fast quick-recovery chat scenario continues and the visitor links up.When the present invention need leave as the online customer service personnel, to transfer to another online customer service personnel in the session of carrying out with the visitor, conversation recording that simultaneously will this time also is transmitted to another online customer service personnel, the contact staff can pass through former chat record, fast quick-recovery chat scenario, continuation and visitor link up can not duplicate and answer or answer problems such as inconsistent, and the visitor still feels is and the chat of same online customer service.So the present invention has made things convenient for the online customer service personnel under the situation that does not influence visitor's chat.
Description
Technical field:
The present invention relates to computer software, network communication field, especially instant messaging particularly relates to the method and system that a kind of user chats and in time transfers.
Background technology:
Customer service system all is based on phone or call center, and the client is by calling the call center that is linked into enterprise, and the call center to idle customer service personnel, carries out this call forwarding phone to this user and links up, the variety of issue that answer proposes then.But this traditional customer service system need to be equipped with multi-section phone cost height, the service place is restricted, and the contact staff can only man-to-manly serve in the same time, and service content and efficiency of service are restricted.
Along with networks development, the user communicates by network becomes important means, the application of instant messaging also more and more widely, answer variety of issue by online customer service system for the user at present, a lot of WEB ends all provide online customer service, and promptly the user opens the WEB page, user and online customer service personnel carry out instant messaging, instant communication server is tabulated according to online customer service state, and with online customer service and its instant messaging of normal condition, this user seeks advice from communication in real time.
At present, online customer service personnel's main task is to answer variety of issue to the client, for the user provides better service, but under a lot of situations, as: contact staff come off duty, the contact staff is in a hurry, network interrupts or other artificial non-artificial factors when causing going offline, online customer service personnel and visitor can not continue to chat.At this moment, the problem that the visitor proposes less than answering timely, the visitor does not know that the online customer service personnel are busy with other things, does not know still how problem is answered, or the like a variety of guesses are arranged.The visitor can only wait for or withdraw from this time chat, and visitor's experience sense is poor like this, and is bad to the influence of online customer service.
Summary of the invention:
The present invention is for addressing the above problem weak point, and the system that provides a kind of user to chat and in time transfer comprises
User terminal, described user terminal simultaneously can with other user terminal instant messaging, also can with customer service terminal instant messaging;
The customer service terminal;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal, and described instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal;
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and described instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal; And
The customer service system server, be used to receive instant communication server 1 and send instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals, described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, and give one of them customer service terminal, and this user terminal and this customer service terminal are connected according to this state assignment.
Described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module.
Described customer service SOT state of termination comprises normal condition, busy condition and exit status;
The client terminal of normal condition is given in the Random assignment of described distribution module.
The method that a kind of user chats and in time transfers may further comprise the steps:
The first step, customer service terminal A sends request to control module by the Internet, request this visitor of switching and conversation recording thereof;
In second step, control module is sent switching order to distribution module, and order is distributed to another online customer service personnel B with this time session content of this customer service terminal, and the visitor also connects with another online customer service personnel B;
In the 3rd step, the customer service system server passes through the customer service terminal B of a normal condition of distribution module picked at random, and this user terminal and this customer service terminal are connected;
In the 4th step, contact staff B can pass through former chat record, and fast quick-recovery chat scenario continues and the visitor links up.
In the described step, at first visitor and online customer service A set up session connection.
In described the 3rd step,, then, can not transfer when the customer service terminal that does not have normal condition.
Advantage of the present invention: the present invention has embedded contact staff's instant messaging in the online customer service system, use this immediate communication tool, need not any early investment, as long as can insert the Internet, can finish the online answer work of online customer service simultaneously, also can carry out instant messaging with other online client personnel, thereby, when the online customer service personnel need leave, to transfer to another online customer service personnel in the session of carrying out with the visitor, conversation recording that simultaneously will this time also is transmitted to another online customer service personnel, another online customer service personnel and this visitor continue session, also can understand front online customer service and visitor's detailed process and content according to the conversation recording that switching is come, can not duplicate and answer or answer problems such as inconsistent, the visitor still feels is and same online customer service chat.So the present invention has made things convenient for the online customer service personnel under the situation that does not influence visitor's chat.
Description of drawings:
Fig. 1 is the structural representation of online customer service of the present invention system;
Fig. 2 is that the present invention one implements the online contact staff visitor's session of transferring and gives another online customer service personnel's flow chart.
Embodiment:
Elaborate below in conjunction with accompanying drawing,
As shown in Figure 1, a kind of system of online customer service instant messaging comprises
User terminal is used for transferring immediate news to instant communication server 1, and receives the instant message that instant communication server 1 is replied.
The customer service terminal is used to receive the instant message that next customer service system server is sent, and replies to the customer service system server; Described client terminal simultaneously can with other client terminal instant messaging, also can with the user terminal instant messaging.
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal; Instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal.
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal.
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals.Described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, described customer service SOT state of termination comprises normal condition, busy condition and exit status, and from the customer service terminal of normal condition, the client terminal of one of them normal condition is given in Random assignment, and this user terminal and this customer service terminal are connected; Described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module; And also comprise database.
As shown in Figure 2, the method that a kind of user chats and in time transfers may further comprise the steps:
101, guest login website and online customer service terminal A set up session connection.The customer service terminal can initiatively be carried out instant messaging with the visitor who visits the WEB interface, when the user terminal login WEB page, the customer service system server is by the customer service terminal A of a normal condition of distribution module picked at random, and this user terminal and this customer service terminal connected, at this moment, this customer service terminal can send message to this user terminal.The session connection with the customer service terminal is set up in visitor's request of also can initiatively sending.
102, customer service terminal A sends request to control module by the Internet, request this visitor of switching and conversation recording thereof; The ID that comprises client terminal A, and this conversation recording.
103, control module is sent switching order to distribution module, and order is distributed to another online customer service personnel B with this time session content of this customer service terminal, and the visitor also connects with another online customer service personnel B;
104, the customer service system server passes through the customer service terminal B of a normal condition of distribution module picked at random, and this user terminal and this customer service terminal are connected, and this moment, the customer service terminal of normal condition did not comprise A; When the customer service terminal that does not have normal condition, then, can not transfer.Customer service this moment terminal A can withdraw from, and interruption and visitor's session is perhaps waited for sending transfer-request after a while again.
105, contact staff B can pass through former chat record, and fast quick-recovery chat scenario continues and the visitor links up.
Wherein, normal: under this state, the contact staff can directly link up with client and online customer service personnel. and do not have any influence.
Busy: under this state, when logining, new client just can not find this contact staff, and this contact staff can continue and still unclosed in the past client between link up. promptly, instant communication server can not be formulated to new client these online customer service personnel and its instant messaging, and other are identical with normal condition.
Withdraw from: under this state, instant communication server can not carry out instant messaging with any client and this online customer service personnel, still unclosed in the past client is transferred to other online contact staff automatically, and this online customer service personnel can not link up with other online customer service personnel simultaneously.
Claims (6)
1. the system that the user chats and in time transfers comprises
User terminal, described user terminal simultaneously can with user's client terminal instant messaging, also can with customer service terminal instant messaging;
The customer service terminal;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal, and described instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal;
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and described instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal; And
The customer service system server, be used to receive instant communication server 1 and send instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals, described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, and give one of them customer service terminal, and this user terminal and this customer service terminal are connected according to this state assignment; And also comprise database,
It is characterized in that: described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module.
2. system according to claim 1 is characterized in that: described customer service SOT state of termination comprises normal condition, busy condition and exit status;
3. system according to claim 1 is characterized in that: the client terminal of normal condition is given in the Random assignment of described distribution module.
4. the user method of switching in time of chatting may further comprise the steps:
The first step, customer service terminal A sends request to control module by the Internet, request this visitor of switching and conversation recording thereof;
In second step, control module is sent switching order to distribution module, and order is distributed to another online customer service personnel B with this time session content of this customer service terminal, and the visitor also connects with another online customer service personnel B;
In the 3rd step, the customer service system server passes through the customer service terminal B of a normal condition of distribution module picked at random, and this user terminal and this customer service terminal are connected;
In the 4th step, contact staff B can pass through former chat record, and fast quick-recovery chat scenario continues and the visitor links up.
5. method according to claim 4 is characterized in that: in the described step, at first visitor and online customer service A set up session connection.
6. method according to claim 4 is characterized in that: in described the 3rd step, when the customer service terminal that does not have normal condition, then, can not transfer.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008101119629A CN101588312A (en) | 2008-05-19 | 2008-05-19 | The method and system that a kind of user chats and in time transfers |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008101119629A CN101588312A (en) | 2008-05-19 | 2008-05-19 | The method and system that a kind of user chats and in time transfers |
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| CN101588312A true CN101588312A (en) | 2009-11-25 |
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Cited By (15)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102457498A (en) * | 2010-10-27 | 2012-05-16 | 深圳市视高科技发展有限公司 | Method and device for switching instant messaging session |
| CN102811181A (en) * | 2012-08-03 | 2012-12-05 | 上海量明科技发展有限公司 | Method, client side and system for randomly generating interaction objects in instant messaging |
| CN102917075A (en) * | 2012-11-09 | 2013-02-06 | 北京奇虎科技有限公司 | Method and system for processing user request |
| CN103428381A (en) * | 2012-05-22 | 2013-12-04 | 中兴通讯股份有限公司 | Agent redistribution method and device |
| CN103731337A (en) * | 2012-10-12 | 2014-04-16 | 中兴通讯股份有限公司 | Transfer method, system and device for text chat and conversation and agent client terminal |
| CN106485520A (en) * | 2015-08-25 | 2017-03-08 | 平安科技（深圳）有限公司 | Across channel communicating control method and server |
| CN107547356A (en) * | 2017-06-06 | 2018-01-05 | 招商银行股份有限公司 | Method for building up, equipment and the storage medium of instant telecommunication session group |
| CN109660679A (en) * | 2018-09-27 | 2019-04-19 | 深圳壹账通智能科技有限公司 | Collection is attended a banquet monitoring method, device, equipment and the storage medium at end |
| CN110049124A (en) * | 2019-04-17 | 2019-07-23 | 威比网络科技(上海)有限公司 | Online education resource automatic switching method, device, electronic equipment, storage medium |
| WO2019228229A1 (en) * | 2018-05-31 | 2019-12-05 | 阿里巴巴集团控股有限公司 | Online customer service system, user end, server, customer service end and method |
| TWI679594B (en) * | 2018-07-12 | 2019-12-11 | 萊思特科技股份有限公司 | Method for setting instant messaging agent, instant messaging device and instant messaging server |
| CN110648159A (en) * | 2018-06-26 | 2020-01-03 | 乐建中 | Real-time customer service system and method thereof |
| CN112422414A (en) * | 2020-11-17 | 2021-02-26 | 贝壳技术有限公司 | Session message processing method, device and computer readable storage medium |
| CN112804405A (en) * | 2019-11-14 | 2021-05-14 | 腾讯科技（深圳）有限公司 | Customer service distribution and management method and device |
| WO2022078397A1 (en) * | 2020-10-16 | 2022-04-21 | 深圳壹账通智能科技有限公司 | Communication method and apparatus, device, and storage medium |
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2008
- 2008-05-19 CN CNA2008101119629A patent/CN101588312A/en active Pending
Cited By (22)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102457498A (en) * | 2010-10-27 | 2012-05-16 | 深圳市视高科技发展有限公司 | Method and device for switching instant messaging session |
| CN103428381B (en) * | 2012-05-22 | 2018-12-04 | 南京中兴新软件有限责任公司 | The redistribution method and device attended a banquet |
| CN103428381A (en) * | 2012-05-22 | 2013-12-04 | 中兴通讯股份有限公司 | Agent redistribution method and device |
| CN102811181A (en) * | 2012-08-03 | 2012-12-05 | 上海量明科技发展有限公司 | Method, client side and system for randomly generating interaction objects in instant messaging |
| WO2014056387A1 (en) * | 2012-10-12 | 2014-04-17 | 中兴通讯股份有限公司 | Method, system and device for transferring text chat session, and agent client |
| CN103731337B (en) * | 2012-10-12 | 2018-12-04 | 中兴通讯股份有限公司 | Transfer method, system and the device and agent client of text chat session |
| CN103731337A (en) * | 2012-10-12 | 2014-04-16 | 中兴通讯股份有限公司 | Transfer method, system and device for text chat and conversation and agent client terminal |
| CN102917075B (en) * | 2012-11-09 | 2015-09-23 | 北京奇虎科技有限公司 | User's request processing method and system |
| CN102917075A (en) * | 2012-11-09 | 2013-02-06 | 北京奇虎科技有限公司 | Method and system for processing user request |
| CN106485520B (en) * | 2015-08-25 | 2020-02-18 | 平安科技（深圳）有限公司 | Cross-channel communication control method and server |
| CN106485520A (en) * | 2015-08-25 | 2017-03-08 | 平安科技（深圳）有限公司 | Across channel communicating control method and server |
| CN107547356A (en) * | 2017-06-06 | 2018-01-05 | 招商银行股份有限公司 | Method for building up, equipment and the storage medium of instant telecommunication session group |
| WO2019228229A1 (en) * | 2018-05-31 | 2019-12-05 | 阿里巴巴集团控股有限公司 | Online customer service system, user end, server, customer service end and method |
| CN110648159A (en) * | 2018-06-26 | 2020-01-03 | 乐建中 | Real-time customer service system and method thereof |
| TWI679594B (en) * | 2018-07-12 | 2019-12-11 | 萊思特科技股份有限公司 | Method for setting instant messaging agent, instant messaging device and instant messaging server |
| US20200021547A1 (en) * | 2018-07-12 | 2020-01-16 | Letstalk Technology Limited | Method of setting a designee in instant messaging |
| CN109660679A (en) * | 2018-09-27 | 2019-04-19 | 深圳壹账通智能科技有限公司 | Collection is attended a banquet monitoring method, device, equipment and the storage medium at end |
| CN110049124A (en) * | 2019-04-17 | 2019-07-23 | 威比网络科技(上海)有限公司 | Online education resource automatic switching method, device, electronic equipment, storage medium |
| CN112804405A (en) * | 2019-11-14 | 2021-05-14 | 腾讯科技（深圳）有限公司 | Customer service distribution and management method and device |
| CN112804405B (en) * | 2019-11-14 | 2022-07-01 | 腾讯科技（深圳）有限公司 | Customer service distribution and management method and device |
| WO2022078397A1 (en) * | 2020-10-16 | 2022-04-21 | 深圳壹账通智能科技有限公司 | Communication method and apparatus, device, and storage medium |
| CN112422414A (en) * | 2020-11-17 | 2021-02-26 | 贝壳技术有限公司 | Session message processing method, device and computer readable storage medium |
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Open date: 20091125 |