CN101997914B - Method and system for implementing service experience - Google Patents
Method and system for implementing service experience Download PDFInfo
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- CN101997914B CN101997914B CN 201010530861 CN201010530861A CN101997914B CN 101997914 B CN101997914 B CN 101997914B CN 201010530861 CN201010530861 CN 201010530861 CN 201010530861 A CN201010530861 A CN 201010530861A CN 101997914 B CN101997914 B CN 101997914B
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Abstract
The invention discloses a method and a system for implementing service experience. The method comprises the following steps that: a management background determines an experience strategy which needs to be adopted to a user under the condition that a user experiences service through a first experience platform, wherein the experience strategy consists of at least one experience rule in turn, and the experience rule is a rule for pushing experience content; and the management background informs the first experience platform of an identifier of the experience strategy and the identifier of the experience rule which needs to be firstly executed in the experience strategy, so that the first experience platform pushes the experience content to the user according to the identifier of the experience strategy and the identifier of the experience rule which needs to be firstly executed. Through the method and the system, no matter what experience platform is used for the service experience, all the experience platforms can provide corresponding experience contents for the user according to the experience rule indicated by the management background, so that the transmission of a large amount of data in a network is avoided, the experience platform can conveniently report the rule to the management background, and the experience of the user can be controlled by the management background.
Description
Technical field
The present invention relates to the communications field, relate in particular to a kind of implementation method and system of business experience.
Background technology
At present, value-added telecom services are fast-developing, and in the face of increasing value-added service, the user wishes can experience value-added service before opening value-added service usually, and whether decision is ordered and be open-minded after process is on probation.In the face of user's demand for experience, operator can offer the multiple experience platform such as the business experience Room and experience portal website, and by experiencing the Room and experiencing portal website, the user can experience value-added service.
Fig. 1 is the system schematic in the business experience Room in the correlation technique.As shown in Figure 1, in experiencing Room system, experiencing Room management server is connected with a plurality of experience terminals, when user's experience terminal is experienced, experience Room management server just can present by experiencing terminal business tine from experience to the user, the realization user is on probation to value-added service, like this, after just can making the user personally recognize the function and concrete condition of value-added service, judge whether to open corresponding value-added service according to self wish.
Particularly, in experiencing system shown in Figure 1, predefined experience logic (namely, the experience strategy), interface and associated documents all can be kept at and experience in the server of the Room, during client's sign-in experience terminal, according to client's operation, push dynamic content to the client, for example, literal, animation, recommended information etc.Experience the equipment that terminal also comprises entity, for example, the off-hook system if the client takes certain mobile phone, then can push attraction, the adaptation service of this mobile phone, the policy etc. of purchasing on a barter basis to the client on the display screen aside.
In addition, development along with the Internet Experiential Marketing, operator has also built experience portal website, and introduction to business, animation study course and interactive operation etc. are integrated on the website, as shown in Figure 2, the user can pass through sign-in experience portal website by access terminals, transmits experience content by experiencing portal website to access terminals, reaches the purpose of business experience.
When the user experiences business based on present business experience platform, the data of experience content are directly from experiencing portal website or experiencing the terminal that Room management server is transferred to the user, and concrete each process and result who experiences is unknowable for upper layer device, also can't be controlled by upper layer device.In addition, do not realize effectively interlock between two kinds of business experience modes of above-mentioned this, for example, after general family is being experienced the Room and is being experienced, experience portal website's expectation continuation experience if log in after the user, because the system of portal website can't obtain the historical data that this client carries out business experience, so can't provide personalized recommendation for the client based on the historical results that the user experiences, for example, it is professional that the user has subscribed to mobile phone morning newspaper, perhaps the user had experienced mobile phone morning newspaper business, the mobile phone electronic newspaper is had gained some understanding, but, when the user logs in experience platform and experiences, because experience platform can't know that the user has subscribed to or experienced mobile phone morning newspaper, therefore, can't determine whether the user has gained some understanding to the various electronic newspapers on the mobile phone, but need the hypothesis user that the mobile phone electronic newspaper is not understood fully, whether prompting user needs mobile phone electronic newspaper business is introduced, and can not be on one's own initiative to the content summary of the mobile newspaper of customer presentation other types, cause experience of the process a large amount of reprocessings to occur, not only can affect the user to experience, also can reduce the efficient of experience, increase the processing load of experiencing system.
Cause the reason of the problems referred to above to be, in the present experiencing system, if wish concrete experience scene is reappeared or transmitted, whenever carry out once this operation, just need a large amount of information of transmission, and the quantity that present user carries out business experience is sizable, therefore, can't realize that for present network this mass data is mutual.
At present, in the correlation technique because the restriction that Internet Transmission exists causes that the business experience degree of intelligence is low, the place's of repetition amount reason is large, experience inefficient problem, effective solution is not yet proposed.
Summary of the invention
For the problem in the correlation technique, the present invention proposes a kind of implementation method and system of business experience, can effectively avoid in the correlation technique because the problem that different experience platform can't link, upper network layer equipment can not the control and management experience of the process, thereby improve the degree of intelligence experienced and efficient, reduction network burden.
Technical scheme of the present invention is achieved in that
A kind of implementation method of business experience is provided according to an aspect of the present invention.
The method comprises: in the situation that the user experiences business by the first experience platform, the management backstage is determined need to be to the experience strategy of user's employing, wherein, experience strategy and be made of at least one experience regularly, experiencing rule is the rule that pushes experience content; The management backstage will be experienced the sign of strategy and experience needs the sign of the experience rule at first carried out to notify to the first experience platform in the strategy, so that the first experience platform pushes experience content according to the sign of experiencing the experience rule that tactful sign and needs at first carry out to the user.
Wherein, in user's experience strategy, just withdraw from the situation of experience during experience content corresponding to total experience rule, the method may further include: step 1, and the first experience platform notifies current sign and the tactful sign of experience of having finished the experience rule of experience of user to the management backstage; Step 2, when the user proceeds to experience by the second experience platform, the experience rule of management backstage when experiencing that strategy and user are current have been experienced the experience rule of finishing and determine that the user proceeds to experience; Step 3, the sign of the sign of the experience rule that the management backstage will be determined and experience strategy is notified to the second experience platform, so that the second experience platform pushes corresponding experience content according to the experience rule of determining to the user, wherein, the first experience platform and the second experience platform are identical or different.
And, experience rule when the management backstage determines that the user proceeds to experience further comprises: when the user proceeds to experience by the second experience platform, determine the new experience strategy that needs adopt the user according to the business operation historical record, and judge whether new experience strategy has with the user according to the former breakpoint that produces when strategy is experienced and dropped by the wayside of experiencing, if judged result is yes, then execution in step 2 and step 3; If judge that structure is no, experience when then having experienced the experience rule finished and new experience strategy and determine that the user proceeds to experience according to the user is regular, and will experience the sign of rule and the sign of new experience strategy is notified to the second experience platform, processing finishes.
In addition, the management backstage is determined and need to the experience strategy that the user adopts be comprised: strategy is determined to experience according to user's business operation historical record in the management backstage, and wherein, the business operation historical record is used for the situation that the expression user carries out business experience and service order.
Alternatively, historical record comprise following one of at least: the sign of the business that the user has experienced, the type of the business that the user has experienced, the sign of the business that the user has ordered, the type of the business that the user has ordered, the user experiences business, order business and uses the professional time.
In addition, at least one business rule is obtained according to experiencing experience stage divisions different in the tactful corresponding experience flow process in advance by the management backstage.
Alternatively, the first experience platform and the second experience platform comprise following one of at least: experience portal website, experience Room management server.
A kind of realization system of business experience is provided according to a further aspect in the invention.
Realization system according to business experience of the present invention comprises management backstage and the first experience platform, wherein, the management backstage is used in the situation that the user experiences professional by the first experience platform, determining need to be to the experience strategy of user's employing, and will experience the sign of strategy and experience and need the sign of the experience rule at first carried out to notify to the first experience platform in the strategy, wherein, experience strategy and be made of at least one experience regularly, experiencing rule is the rule that pushes experience content; The first experience platform is used for according to from the sign of the experience strategy of managing the backstage and the sign of the experience rule that needs are at first carried out the user being pushed experience content.
This system also comprises the second experience platform, wherein, the first experience platform also is used for just withdrawing from the situation of experience when the experience content of user's experience strategy total experience rule correspondence, and current sign and the tactful sign of experience of having finished the experience rule of experience of user notified to the management backstage; The management backstage also is used in the situation that the user proceeds to experience by the second experience platform, experience rule when experiencing that strategy and user are current have been experienced the experience rule of finishing and determine that the user proceeds to experience, and the sign of the experience rule that will determine and the sign of experiencing strategy are notified to the second experience platform; The second experience platform is used for when the user proceeds to experience by the second experience platform, according to the sign of the definite experience rule in management backstage and the sign of experience strategy the user is pushed corresponding experience content.
This system may further include: client relationship server, be used for preserving user's business operation historical record, and wherein, the business operation historical record is used for the situation that the expression user carries out business experience and service order; The user management backstage also is used for according to the business operation historical record experiencing strategy adjustment, and according to the user experienced the experience rule of finishing and adjust after the experience rule of experience strategy when determining that the user proceeds to experience.
In addition, above-mentioned management backstage also is used in advance dividing and obtaining at least one business rule according to experiencing the different experience stage of tactful corresponding experience flow process.
The present invention by a general experience management backstage with the corresponding experience logic of business experience process (namely, the experience strategy) is divided into a plurality of experience rules, experience rule by the management backstage unified generate and be distributed to each different experience front end system (when experiencing front end system and be exactly the user and carrying out business experience by experience platform, it can be that the experiencing machine that customizes also can be to experience portal website etc.), like this, the front end experiencing system just can represent to the client according to experiencing the suitable experience content of rule generation, no matter the user carries out business experience by what experience platform, these experience platform can both provide corresponding experience content to the user according to the experience rule of management backstage indication, because what transmit in the network only is the sign of experiencing rule, therefore can avoid mass data in network, to transmit, help simultaneously experience platform that rule is reported the management backstage, and, because experiencing strategy is determined by the management backstage, therefore, so that user's experience can access the control on management backstage, help to improve the degree of intelligence of experience, the problem of avoiding repeating to experience occurs.
Description of drawings
Fig. 1 experiences the structural representation that Room management server is connected with the experience terminal in the correlation technique;
Fig. 2 experiences the structural representation that portal website is connected with access terminals in the correlation technique;
Fig. 3 is the flow chart according to the implementation method of the business experience of the embodiment of the invention;
Fig. 4 is the structured flowchart according to the realization system of the business experience of the embodiment of the invention;
Fig. 5 is the block diagram according to the deployment examples of the realization system of the business experience of the embodiment of the invention;
Fig. 6 is according to the signaling process figure that experiences the rule issue in the implementation procedure of the business experience of the embodiment of the invention;
Fig. 7 is the signaling process figure according to the concrete processing procedure of the business experience process of the embodiment of the invention;
Fig. 8 is the unusual signaling process figure of business experience process appearance according to the embodiment of the invention;
Fig. 9 is once experiencing the signaling process figure that withdraws from experience in the uncompleted situation according to user in the business experience process of the embodiment of the invention;
Figure 10 is once experiencing the signaling process figure that again logins and continue to experience after withdrawing from experience in the uncompleted situation according to user in the business experience process of the embodiment of the invention.
Embodiment
For in the correlation technique because the limitation of Internet Transmission, so that the data of many experience platform can not intercommunication, and experience of the process can not obtain the assistance of other upper layer network element equipment, cause business experience cross-platformly to carry out, and can't after interruption, continue to carry out, and the problem that the experience of the process degree of intelligence is lower, the present invention proposes, the corresponding experience strategy of business experience process is divided into a plurality of experience rules (also can be understood as the step of experience), and by determining of management backstage decision rule and issuing of rule, like this, no matter the user carries out business experience by what experience platform, these experience platform can both provide corresponding experience content to the user according to the experience rule that the management backstage sends, thereby avoid mass data to transmit in network, and, determined by the management backstage owing to experiencing strategy, therefore, so that user's experience can access the control on management backstage, help to improve the degree of intelligence of experience, the problem of avoiding repeating to experience occurs.
According to embodiments of the invention, provide a kind of implementation method of business experience.
Before realizing the method, the issue of rule need to be experienced in the management backstage, after the experience rule is issued successfully, each experience platform is all preserved the corresponding relation of experiencing rule and respective identification, and manages the backstage and need to continue the release experience strategy, and each is experienced strategy and has equally corresponding sign, and, each experiences at least one the experience rule that comprises ordered arrangement in the strategy, and after experiencing policy issue, experience platform just can be preserved each corresponding relation of experiencing strategy and corresponding strategy sign.
As shown in Figure 3, the implementation method according to the business experience of the embodiment of the invention comprises:
Step S301, in the situation that the user passes through the first experience platform experience business, the management backstage is determined need to be to the experience strategy of user's employing, and wherein, experience is tactful to be made of at least one experience regularly, and experiencing rule is the rule that pushes experience content;
Step S303, the sign of strategy and experience will be experienced in the management backstage needs in the strategy sign of the experience rule at first carried out to notify to the first experience platform, so that the first experience platform pushes experience content (namely according to the sign of the experience rule that sign and the needs of experience strategy are at first carried out to the user, experience platform can order be carried out the experience rule of experiencing in the strategy, pushes successively corresponding experience content).
By means of above-mentioned processing, by the corresponding experience strategy of business experience process being divided into a plurality of experience rules, and experience determining of strategy and will experience that a series of experience in the strategy are regular notifies employed experience platform when experiencing to the user by the management backstage, like this, no matter the user carries out business experience by what experience platform, these experience platform can both provide corresponding experience content to the user according to the experience rule of management backstage indication, because what transmit in the network only is the sign of experiencing rule, therefore can avoid mass data in network, to transmit, and, because the sign of the experience rule of transmission is that the total experience platform all can be identified, therefore, different experience platform can be carried out data sharing at an easy rate, and help to realize the interlock between the experience platform, also help experience platform that the actual state of experiencing is offered notice to the management backstage by experiencing on the rule, and, because experiencing strategy is determined by the management backstage, therefore, so that user's experience can access the control on management backstage, help to improve the degree of intelligence of experience, the problem of avoiding repeating to experience occurs.
Wherein, for above-mentioned experience rule, can divide according to following mode: experience professional different phase according to the user, each stage is divided into one (indivisible) experiences rule, for example, professional for the mobile phone electronic newspaper, can be divided into following five tactic experience rules: (1) shows the relevant introduction of this business to the user; (2) send free electronics newspaper to the user; (3) whether the inquiry user has normally seen the electronics newspaper of order; (4) in the situation that the user can't normally see electronics newspaper Remote configuration user's terminal, make the configuration of terminal meet the requirement of browsing the electronics newspaper; (5) whether the inquiry user needs to activate the service.
For example, suppose that the management backstage sends to experience hall management server with these five experience rules, experience the hall management server and at first can send introduction to business information to the user, can send free mobile phone newspaper to the user afterwards, then whether send the information of normal browsing mobile phone newspaper to the user, then, the mode that terminal is configured can be showed and send to the user or directly send one section code is directly finished terminal by code to the user configuration; At last, can also send whether order this professional inquiry message to the user.
That is to say, the management backstage of the embodiment of the invention is a management system of striding experience platform, be connected with the experience platform of each channel, be divided into a plurality of experience rules owing in the application's embodiment, will experience strategy, therefore, the stages of management backstage in just can experience of the process all reasonably controlled and made a strategic decision, and it is regular to send the experience that each experience platform all can identify.
In addition, in correlation technique, experience portal website is not identical with the resource that experience Room server is grasped separately, also there is difference in the experience content of showing to the user when the user experiences, therefore, can transmit mutually experience content even experience portal website with experience Room management server, can not identify the experience content that the other side sends over, but, these experience platform are the experience rules that can send according to the management backstage, therefore, also just the experience content that needs separately to send can be sent to user terminal, realize professional experience.
And in the process of experiencing, processing of the present invention can also may further comprise the steps:
Step 1, just withdraw from the situation of experience during experience content corresponding to total experience rule in user's experience strategy, the first experience platform can be notified the sign of the current experience rule of having finished experience of user and the sign of experiencing strategy to the management backstage; Step 2, when the user proceeds to experience by the second experience platform, the experience rule of management backstage when experiencing that strategy and user are current have been experienced the experience rule of finishing and determine that the user proceeds to experience; Step 3, the experience rule of determining and the sign of experiencing strategy are notified to the second experience platform, so that the second experience platform pushes corresponding experience content according to the experience rule of determining and experience strategy to the user, wherein, the first experience platform and the second experience platform are identical or different.
Take above-mentioned scene as example, suppose that the user has experienced first in the experience Room and experienced rule, but drop by the wayside experience, experience first experience that the user can have been experienced in the Room this moment regular (namely, the user had browsed introduction to business) notify to the management backstage, and log in when proceeding to experience in portal website as the user, the management backstage can be determined according to first experience rule of experiencing strategy and experienced, the user should experience rule from second and continue to experience, and then experience regular sign with second and notify to experiencing portal website, according to second experience rule, experience the portal standing-meeting and send free mobile phone newspaper to the user.
That is to say, no matter the user carries out professional experience in what experience platform login, perhaps drop by the wayside experience when, because the current experience state of user can be stored (namely in the management backstage, the experience rule that current experience is finished), just can when the follow-up login preparation of user continues to finish experience, this state be notified to experience platform by experiencing rule, thereby realization continues to experience, and avoids carrying out the experience step of repetition.
In addition, during the experience strategy determining on the management backstage to adopt the user, can determine to experience strategy according to user's business operation historical record, wherein, the business operation historical record is used for the situation that the expression user carries out business experience and service order, this operation historical record can comprise the sign of the business that the user has experienced, the type of the business that the user has experienced, the sign of the business that the user has ordered, and one or its combination in the type of the business ordered of user, can further include the user orders, the time of experiencing and using, particularly, carry out the historical record of service order/experience based on the user, the management backstage can be determined user's service order relation and use active degree, and then can select suitable experience strategy (experiencing the combination of rule) and automatic distributing, namely, the experience platform that each channel is not controlled on the management backstage represents any experience content to the user, just determine the experience strategy that control law forms, under the rule control of background system, each experience platform recycles on it available resources according to experiencing regular experience content (namely, come adaptive correspondence from the experience content of testing rule of the rear stage body of management by each experience platform), the mode that different experience platform is carried out service display is not necessarily identical.
Alternatively, the management backstage can arrange a plurality of number ranges of liveness, each number range arranges the experience strategy of a correspondence, business operation historical record according to the user, the management backstage can obtain user's service order relation and liveness, and user's liveness quantized, determine the corresponding strategy of experiencing according to number range and the service order relation at the liveness place after quantizing.
In addition, the management backstage can be added up the professional and experience of user's order or experience and the time of ordering voluntarily or by other modes, determines user's preference, thereby carries out Extraordinary experience recommendation, the degree of intelligence that the Effective Raise user experiences.
And, when the experience when the management backstage determines that the user proceeds to experience when again logining is regular, can be according to the business operation historical record to experiencing strategy adjustment, and according to the user experienced the experience rule of finishing and adjust after the experience rule of experience strategy when determining that the user proceeds to experience.
For example, experience the scene of rule as example take above-mentioned five of enumerating, suppose that the user has finished second and experienced regular experience (namely, the user has received the mobile phone newspaper of free dispach (FD)), withdraw from afterwards experience, after the follow-up login of user, the management backstage can judge at first whether the user finishes experience, and should determine that the user is to the Order Status of mobile newspaper service, ordered the mobile newspaper service of experiencing before if find the user, then manage the backstage and just should not continue to send the experience rule whether the inquiry user subscribes to this business, thereby further improve the degree of intelligence of experiencing.
Particularly, when the user proceeds to experience by the second experience platform, can judge at first whether the user has uncompleted experience strategy (namely, having judged whether to experience rule is lifted), if the judgment is Yes, then determine the new experience strategy that needs adopt the user according to the current business operation historical record of user, and judge whether new experience strategy has with the user according to the former breakpoint that produces when strategy is experienced and dropped by the wayside of experiencing, if judged result is yes, then carry out upper step 2 and step 3; If judge that structure is no, represent that then the user is before proceeding experience, carried out the operation of relevant this business, cause original experience strategy inapplicable, at this moment, experience when the management backstage can have been experienced the experience rule finished and new experience strategy and determines that the user proceeds to experience according to the user is regular, and will experience the sign of rule and the sign of new experience strategy is notified to the second experience platform, continue to carry out successively the experience rule by the second experience platform, rather than continue to experience according to original experience rule.
A kind of realization system of business experience is provided according to another embodiment of the present invention.
As shown in Figure 4, comprise management backstage 41 and at least one experience platform according to the system of the embodiment of the invention, for sake of clarity, describe with the first experience platform 42 and the second experience platform 43.
Wherein, management backstage 41 is used in the situation that the user experiences professional by the first experience platform 42, determining need to be to the experience strategy of user's employing, and will experience the sign of strategy and experience and need the sign of the experience rule at first carried out to notify to the first experience platform 42 in the strategy, wherein, experience strategy and be made of at least one experience regularly, experiencing rule is the rule that pushes experience content;
The first experience platform 42 is used for according to from the sign of the experience strategy of managing backstage 41 and the sign of the experience rule that needs are at first carried out the user being pushed experience content.
And, the first experience platform 42 also is used for just withdrawing from the situation of experience when the experience content of user's experience strategy total experience rule correspondence, and current sign and the tactful sign of experience of having finished the experience rule of experience of user notified to management backstage 41; And management backstage 41 also is used in the situation that the user proceeds to experience by the second experience platform 43, experience rule when experiencing that strategy and user are current have been experienced the experience rule of finishing and determine that the user proceeds to experience, and the sign of the experience rule that will determine and the sign of experiencing strategy are notified to the second experience platform 43; The second experience platform 43 is used for when the user proceeds to experience by the second experience platform 43, according to the sign of managing the experience rule of determining on backstage 41 and the tactful sign of experience the user is pushed corresponding experience content.
In order further to improve the degree of intelligence of business experience, said system can further include:
Client relationship server (not shown among Fig. 4) is connected with the management backstage, is used for preserving user's business operation historical record, and wherein, the business operation historical record is used for the situation that the expression user carries out business experience and service order; Based on this, the user management backstage can also be used for according to the business operation historical record experiencing strategy adjustment, and according to the user experienced the experience rule of finishing and adjust after the experience rule of experience strategy when determining that the user proceeds to experience; Particularly, again login when experiencing the user, adaptive experience strategy can be selected according to user current order relations and active degree this moment in the management backstage, if at this moment the adaptive experience strategy of client is inconsistent (namely with the breakpoint of preserving, the user has carried out the operations such as new service order and experience, the experience strategy that causes originally determining for this user has not been suitable for this user at present), then need the experience of determining to experience tactful completing user according to new.
Mention before, in order to improve the degree of intelligence of business experience, the management backstage can be by the assistance of other network elements, for example, can will be connected with data analysis system, business platform etc., like this, the management backstage just can obtain the user from data analysis system and order and experience professional statistics, can know professional many detailed introduction and the information such as renewal of business function by business platform.
In addition, in actual applications, each client's that the management backstage can the synchronous recording multiple support channels experience information, and by real-time data exchange process, the realization client is in the experience continuity of multiple support channels.
It should be noted that, be described with the first and second experience platform only is for purpose clearly before, in the practical application, the quantity of experience platform can be for more than two, and each experience platform can have the breakpoint of experiencing strategy when dropping by the wayside when the user experienced and notifies and realize the function that continues to experience to the management backstage and according to the user that the experience rule that experience strategy and the needs of backstage notice are carried out is designated again login.
Fig. 5 is the block diagram of concrete structure example of realization system of the business experience of the example according to the present invention.
As shown in Figure 5, the management backstage is connected with data analysis system, client relationship server, business platform and experience platform, wherein, the management backstage can comprise experience management server, experience data server and experience interface server, particularly, experience platform can comprise experience Room management server and portal website's interface server.
Can carry out according to one or more users that the management backstage is added up the historical record of the business operation such as business experience with the data analysis system that is connected of management backstage or summarize and add up further combined with the user data of business platform, obtain statistics.According to the data that data analysis system provides, the management backstage can make a strategic decision how to carry out the recommendation of business experience more targetedly.Preserved the historical record that the user carries out the business operations such as business experience, service order in the client relationship server, according to the historical record of preserving in the client relationship server, not only can realize the user drop by the wayside experience after, when again logining, continue to finish experience in the experience rule of not finishing from withdrawing from before, and manage the backstage and can also dynamically adjust user's experience strategy according to the historical record in the client relationship server, further improve the degree of intelligence of system; Business platform is the network element of commencing business, and wherein can constantly update to obtain new business and the business after the upgrading, and the management backstage can obtain new introduction to business according to the renewal situation of business, and regular by revising business experience.Like this, not only can realize that the business experience that carries out on the dissimilar experience platform is managed concentratedly and made a strategic decision, and can provide more intelligent and Extraordinary is experienced for experiencing Room terminal use and the user of portal website.
In this system in the present invention, can with different experience rules according to introduction to business, using method, master-hand's rare book, entertaining experience, the classification such as professional on probation, client downloads, service order, belong to and number, each is experienced rule and treats as an indivisible atomic operation, and sets up classification code and the numbering that adheres to separately separately respectively.Wherein, experience rule and can be for according to Business Name, client's order relations, three latitudes of client's liveness represent how to push the rule of experience content, for example, for Ring Back Tone service, add a user and this business and have order relations, but this user's liveness is lower, at this moment, when needs carry out Ring Back Tone service experience to this user, can push a first specific free CRBT downloads, at this moment, provide free CRBT to download to the user and just consisted of an experience rule, and provide how to show the interface when downloading, how to finish interaction so that the music that allows the user selection expectation download be that certain particular experience platform carries out the adaptive experience content that obtains according to experiencing rule, and this tinkle of bells can belong to professional classification on probation and possess corresponding numbering with the user.When the user carries out business experience, experience platform can be according to the client's service order relation that obtains from crm system, (each active state has the different definition of oneself to the client's active state that obtains from analytical system, for example, if the user changed the CRBT song or had ordered simultaneously music box in one month professional, can think that then the liveness of this user aspect Ring Back Tone service is higher) and the experience rule of distribution in advance, so just can automatically generate an experience content for the client, each experience content has a corresponding rule of experiencing, according to the priority orders of experiencing strategy, according to the different experience content that generates, carry out the Extraordinary business experience.Thereby effectively avoided experience content at every turn all from the distribution of unified backstage, caused volume of transmitted data large, and be difficult to carry out the problem that breakpoint is preserved.
In said system, each experiences rule corresponding experience content or step is to develop on the backstage, and unification is distributed to each experience platform, and (mode of distribution can be FTP or other modes, this paper enumerates no longer one by one), by concrete interface and mode experience content is showed the user according to experiencing rule by these experience platform.
In the embodiment of the invention, the experience management backstage is connected with Data Analysis Platform, client relationship server and business platform, and at work, management backstage and these platforms carry out exchanges data in real time, process corresponding data service.In order to ensure the client in the consistency of the experience of different channels, at the unified experience strategy of management backstage configuration, then be published to the management Control Server of each experience platform, the management Control Server of each platform is responsible for experiencing the execution of rule.As shown in Figure 6, concrete implementation procedure is as follows:
Step 601, rule is experienced in the configuration of management backstage, the experience rule that the experience management server on management backstage obtains configuring among Fig. 5;
Step 602, the experience management server carries out collision detection to the experience rule of configuration;
Step 603, experience management server will be experienced the separate server (for example, experiencing Room management server and portal website's interface server) that rule is published to each experience platform;
The experience rule is preserved and loaded to step 604, experience platform server separately.Particularly, the interface server of each experience platform can be loaded into this experience rule after receiving each experience rule and experience in the logic engine, so that follow-up execution.
Fig. 7 is the signaling process figure according to the detailed processing procedure of the business experience of the embodiment of the invention.As shown in Figure 7, the process of identity discriminating is as follows:
Step 701 is experienced terminal and is sent the request of propelling movement to experience platform;
Step 702, experience platform sends to the management backstage with the inquiring user status request;
Step 703, the management backstage sends user identity to client relationship server and differentiates request;
Step 704 if the identity identification result is that the user is legal, is then managed the backstage in data analysis system or this user's of its local search behavioural information;
Step 705, point of interruption state information (that is, inquire about this user whether uncompleted experience is arranged) and the historical experience information that the present imperfect of this user is tested inquired about on the management backstage;
Step 706 is managed the backstage and is returned the experience rule sign (numbering) of not finishing (slinging) in the experience strategy to experience platform, and afterwards, user's experience state information can be upgraded in the management backstage, is updated to continuing again in every family to begin experience;
Step 707, experience platform generates experience content;
Step 708, experience platform generate experiences the interface;
Step 709, experience platform will be experienced the interface and be pushed to the experience terminal.
If after this user asks to begin certain concrete business experience process, experience platform need to send to the management backstage with the request of experiencing; The management backstage need to be adaptive according to user's information searching rule numbers, and return to experience platform, and new experience state information more; Afterwards, experience platform generates experience content and interface for the experience rule of this management platform issue, and pushes the interface to experiencing terminal.
In processing procedure shown in Figure 7, client identity differentiates it is to differentiate this client whether legal experience user and the service order relation of determining the existence that this user is present, the behavioural information that has simultaneously the business of order relations from analytical system inquiry client, and this information is converted to active state, thereby determine the experience rule that the client is adaptive, and corresponding adaptive rule numbers sent to experience platform, experience rule by experience platform according to these and generate experience content.In addition, if find this user the experience rule of slinging is arranged, then send first the experience rule of having fallen, finish uncompleted experience.In addition, by inquiry customer experience state information, can inquire about the client just experiences under which channel server admin at present, if experience in the process of experiencing under the environment at certain the inquiry client, then send error message, prevent that same user from repeating to experience and order business simultaneously.
Particularly, when the user causes the experience appearance unusual by the same experience of the process of experiencing the strategy correspondence of two or more different experience platform realizations simultaneously, can carry out processing shown in Figure 8, detailed process is as follows:
Step 801 is experienced terminal and is sent the request of propelling movement to experience platform;
Step 802, experience platform sends to the management backstage with the inquiring user status request;
Step 803, the management backstage sends user identity to client relationship server and differentiates request;
Step 804 if the identity identification result is that the user is legal, is then managed the backstage and is inquired about the experience rule that this user is come into force;
Step 805, state information and behavioural information that this user is inquired about on the management backstage;
Step 806, management backstage inquire this user and realize same experience of the process corresponding to strategy of experiencing by two or more different experience platform simultaneously, then return duplicate message (expression user experience of the process occurs unusual) to experience platform;
Step 807, experience platform generate the prompting interface;
Step 808, experience platform will point out the interface to be pushed to the experience terminal.
Fig. 9 is that experience platform detects the processing signaling flow chart of collecting the state information of the current experience of user in the situation that the user drops by the wayside experience.As shown in Figure 9, concrete processing procedure is as follows:
Step 901, experience platform detects user's operation;
Step 902, experience platform detects whether the user withdraws from experience in the implementation of experiencing, in the present embodiment, when the user did not carry out any operation at two minutes in (or other times section), perhaps the user clicks at the experience interface and leaves button, judge that then the user has dropped by the wayside experience, this moment need to be to management background transfer data; Should be noted that and judge that here the mode whether user drops by the wayside only is a concrete example, be not intended to limit the present invention;
Step 903, in the situation that determine that the user drops by the wayside, experience platform is just collected the current experience information of client, particularly, the numbered sequence table that can extract the current experience rule numbers of user and be used for generating experience content;
Step 904, experience platform sends the information synchronization request to the management backstage;
Step 905, management backstage are returned and are agreed the synchronous indication of log-on message;
Step 906, this user's that experience platform will record experience information send to the management backstage;
Then, the experience information that experience platform sends is preserved on the management backstage; Afterwards, the management backstage can with analytical system finish this user's experience historical information and state information synchronously, the experience state that changes this user is the state that imperfect is tested;
If experience platform judges that the user does not withdraw from experience in the step 902, then according to continuing to generate the experience interface and experience the interface to the propelling movement of experience terminal from the experience of managing the backstage reception being regular.
Figure 10 logins the process chart that continues to experience after the user drops by the wayside experience again.
As shown in figure 10, detailed process is as follows:
Step 1001, experience platform detects user's operation;
Step 1002 asks to experience such as the user, and then experience platform is pushed to the management backstage with user's request;
Step 1003, management backstage judge whether this user has the experience rule of the suspension of not rolling off the production line (that is, judging whether this user has finished experience of the process before); If the judgment is Yes, then execution in step 1004 and step 1005;
Step 1004, the management backstage sends to experience platform with experience information, wherein comprises the experience rule that the user need to continue to experience;
Step 1005, according to the experience state information on management backstage, experience platform finds concrete experience sequence of rules and generates experiences the interface, will experience afterwards the interface and be pushed to terminal, thereby make the user finish before uncompleted experience;
If the judgement structure of step 1003 is no, then manage the service order relation of backstage inquiring user, execution in step 1007 afterwards;
Step 1007, record is used to the business of analytical system inquiring user in the management backstage;
Step 1008, the business that analytical system is returned the user to the management backstage is used information;
Step 1009, the management backstage is converted to liveness information and interim the preservation with user's business use information;
If the user begins to experience new business, experience platform the user can be wished the operation code of experiencing notify to the management backstage; The management backstage can generate adaptive experience rule encoding sequence (experiencing strategy), and sends to experience platform; Experience platform can generate corresponding experience content, and generates new experience interface, afterwards this interface is sent to the experience terminal.
By means of technique scheme of the present invention, by a general experience management backstage the corresponding experience logic of business experience process (experiencing strategy) is divided into a plurality of experience rules, experience rule by the management backstage unified generate and be distributed to each different experience front end system (when experiencing front end system and be exactly the user and carrying out business experience by experience platform, it can be that the experiencing machine that customizes also can be to experience portal website etc.), like this, the front end experiencing system just can represent to the client according to experiencing the suitable experience content of rule generation.Experiencing strategy is comprised of a series of such experience rules, and by the management backstage according to generate different experience strategy in the Operator Specific Service system with recording with the client, to experience strategy by the management backstage and notify employed experience platform when experiencing to the user, like this, no matter the user carries out business experience by what experience platform, these experience platform can both provide corresponding experience content to the user according to the experience rule of management backstage indication, because what transmit in the network only is the sign of experiencing rule, therefore can avoid mass data in network, to transmit, help simultaneously experience platform that rule is reported the management backstage, and, because experiencing strategy is determined by the management backstage, therefore, so that user's experience can access the control on management backstage, help to improve the degree of intelligence of experience, the problem of avoiding repeating to experience occurs.
The above only is preferred embodiment of the present invention, and is in order to limit the present invention, within the spirit and principles in the present invention not all, any modification of doing, is equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (11)
1. the implementation method of a business experience is characterized in that, described method comprises:
In the situation that the user experiences business by the first experience platform, the management backstage is determined need to be to the experience strategy of described user's employing, wherein, described experience strategy is made of at least one experience regularly, and described experience rule is the rule that pushes experience content;
Described management backstage notifies the sign of the experience rule that needs in the described sign of experiencing strategy and the described experience strategy at first to carry out to described the first experience platform, so that described the first experience platform is experienced the sign of strategy and the sign of the experience rule that described needs are at first carried out pushes described experience content to described user according to described.
2. implementation method according to claim 1 is characterized in that, does not just withdraw from the situation of experience when described user has experienced the experience content of total experience rule correspondence in the described experience strategy, further comprises:
Step 1, described the first experience platform notifies the sign of the current experience rule of having finished experience of described user and the sign of described experience strategy to described management backstage;
Step 2, when described user proceeded to experience by the second experience platform, described management backstage was according to described experience rule when experiencing that strategy and described user are current have been experienced the experience rule of finishing and determine that described user proceeds to experience;
Step 3, the sign of the described experience rule that described management backstage will be determined and the sign of described experience strategy are notified to described the second experience platform, so that described the second experience platform pushes corresponding experience content according to the described experience rule of determining to described user, wherein, described the first experience platform and described the second experience platform are identical or different.
3. implementation method according to claim 2 is characterized in that, the experience rule when determining that on described management backstage described user proceeds to experience further comprises:
When described user proceeds to experience by the second experience platform, determine the new experience strategy that needs adopt described user according to the business operation historical record, and judge whether described new experience strategy has with the user according to the former breakpoint that produces when strategy is experienced and dropped by the wayside of experiencing, if judged result is yes, then carry out described step 2 and described step 3; If the determination result is NO, experience when then having experienced the experience rule finished and described new experience strategy and determine that described user proceeds to experience according to described user is regular, and will experience the sign of rule and the sign of described new experience strategy is notified to described the second experience platform, processing finishes.
4. according to claim 2 or 3 described implementation methods, it is characterized in that, described management backstage is determined and need to the experience strategy that the user adopts be comprised:
Described experience strategy is determined according to described user's business operation historical record in described management backstage, and wherein, described business operation historical record is used for representing that described user carries out the situation of business experience and service order.
5. implementation method according to claim 4 is characterized in that, described business operation historical record comprise following one of at least:
The sign of the business that described user has experienced, the type of the business that described user has experienced, the sign of the business that described user has ordered, the type of the business that described user has ordered, described user experiences business, order business and uses the professional time.
6. each described implementation method in 3 according to claim 1 is characterized in that, at least one business rule is divided and obtained according to experiencing the experience stages different in the tactful corresponding experience flow process in advance by described management backstage.
7. implementation method according to claim 2 is characterized in that, described the first experience platform and described the second experience platform comprise following one of at least: experience portal website, experience Room management server.
8. the realization system of a business experience is characterized in that, described system comprises management backstage and the first experience platform, wherein,
Described management backstage is used in the situation that the user experiences professional by described the first experience platform, determining need to be to the experience strategy of described user's employing, and the sign of the experience rule that needs in the described sign of experiencing strategy and the described experience strategy at first to carry out notified to described the first experience platform, wherein, described experience strategy is made of at least one experience regularly, and described experience rule is the rule that pushes experience content;
Described the first experience platform is used for basis and from the sign of the described experience strategy on described management backstage and the sign of the experience rule that described needs are at first carried out described user is pushed described experience content.
9. realization according to claim 8 system is characterized in that, also comprises the second experience platform,
Wherein, described the first experience platform also is used for just not withdrawing from the situation of experience when described user has experienced experience content corresponding to described experience strategy total experience rule, and the sign of the current experience rule of having finished experience of described user and the sign of described experience strategy are notified to described management backstage;
Described management backstage also is used in the situation that described user proceeds to experience by described the second experience platform, according to described experience rule when experiencing that strategy and described user are current have been experienced the experience rule of finishing and determine that described user proceeds to experience, and will determine describedly experience the sign of rule and the sign of described experience strategy is notified to described the second experience platform;
Described the second experience platform is used for when described user proceeds to experience by the second experience platform, according to the sign of the definite described experience rule in described management backstage and the sign of described experience strategy described user is pushed corresponding experience content.
10. realization according to claim 9 system is characterized in that, further comprises:
Client relationship server is used for preserving described user's business operation historical record, and wherein, described business operation historical record is used for representing that described user carries out the situation of business experience and service order;
Described management backstage also is used for according to the business operation historical record described experience strategy being adjusted, and according to described user experienced the experience rule of finishing and adjust after described experience rule when experiencing strategy and determining that described user proceeds to experience.
11. each described realization system in 10 is characterized in that according to claim 8, described management backstage also is used in advance dividing and obtaining at least one business rule according to experiencing the different experience stage of tactful corresponding experience flow process.
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| CN101652001A (en) * | 2009-09-16 | 2010-02-17 | 中兴通讯股份有限公司 | Value-added service processing method, device, system and terminal |
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| CN101652001A (en) * | 2009-09-16 | 2010-02-17 | 中兴通讯股份有限公司 | Value-added service processing method, device, system and terminal |
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