CN102801878A - Mobile internet customer service method and system - Google Patents
Mobile internet customer service method and system Download PDFInfo
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- CN102801878A CN102801878A CN2012102388243A CN201210238824A CN102801878A CN 102801878 A CN102801878 A CN 102801878A CN 2012102388243 A CN2012102388243 A CN 2012102388243A CN 201210238824 A CN201210238824 A CN 201210238824A CN 102801878 A CN102801878 A CN 102801878A
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Abstract
The invention provides a mobile internet customer service method and a mobile internet customer service system. The mobile internet customer service method comprises the following steps of: (1) sending a request to a customer service system through the internet by a cell client; (2) judging whether the request is legal or not by the customer service system according to user identity information; if the request is legal, carrying out corresponding operation; otherwise, rejecting the request; (3) distributing a corresponding customer service by the customer service system according to a user grade and the request and providing a distinguishing service; (4) utilizing an intelligent searching engine of the customer service system to search data in a knowledge database or an application database by customer service staff according to the content of the request of the user; and (5) pushing the data searched in the step (4) to a cell phone client through utilizing the customer service system by the customer service staff. The mobile internet customer service method and the mobile internet customer service system disclosed by the invention can provide real-time, multi-mean and accurate customer service for the user of the mobile internet, and can solve any use problem with the help of the customer service staff.
Description
Technical field
The present invention relates to the Internet, mobile Internet and the communication technology, specifically is a kind of mobile Internet customer service method and the system that implements this method.Can real-time, many means, customer service accurately be provided for the mobile Internet user.Through this service platform; The user can use simple mode; Understand the various aspects problem of telecommunications service, communication network, telecom charges, smart mobile phone, mobile Internet application in time; The mobile Internet of various needs in time is installed is used, and under contact staff's help, solve any use problem.
Background technology
Mobile Internet is based on a kind of brand-new network service and the experience that high-speed mobile communications network, smart mobile phone, new application, Business Management Platform and charging platform, customer service supporting platform form.When the user enjoys the mobile Internet service; Need be based on high-speed mobile communications network such as 3G, 4G; Need powerful smart mobile phone, need various new application, and more user uses the service of mobile Internet; They through the training of specialty, can not all users not become the professional person yet.When the user is using in the mobile Internet process, need consulting, when dealing with problems, solve the problem that faces in time.
At present, support that the user serves two platforms, one is the platform of conventional telecommunications service, and it is made up of business hall and customer service phone.The construction cost of business hall is high, and the user needs the time cost and the transportation cost of labor, can't satisfy the user and in time solve the customer service problem.The customer service phone has been accomplished timely, low-cost, but the means that exchange are single, can only be through speech exchange, and the client personnel can't comprise using and pass to the user the most in time all information, help the user to deal with problems, and briefly, say unclear exactly.Another service is exactly the platform of the Internet, it be to the greatest extent oneself institute ability service is provided for the user.This platform is with two kinds of patterns, and a kind of pattern that sets up a web site is through mode at different levels; Be placed on magnanimity information in the website, supply the user to go visit and inquiry, this pattern cost is low; But must the user understand sorting technique, and have patience, just can find own needed information; There is not certain professional knowledge, difficult operation.A kind of is the pattern of search; Through a search engine, let the user arrive own needed information, and the answer that this search provides probably have tens even more with keyword search; Need the user to judge the accuracy of answer, this also needs user itself just to have the quality of specialty.
Summary of the invention
The present invention be directed to the deficiency that traditional the Internet and telecom client service exist; Make full use of smart mobile phone and mobile Internet technical development; A mobile Internet customer service method and platform (system) are provided; Make the mobile Internet user when using smart mobile phone to go wrong, help it to solve the various aspects problem in the use quickly and easily through this management platform.
Technical scheme of the present invention is following: a kind of mobile Internet customer service method, it is characterized in that, and may further comprise the steps:
(1) cell-phone customer terminal passes through the Internet to the customer service system initiation request;
(2) customer service system is according to subscriber identity information, judges whether request is legal, if legal then carry out corresponding operating, otherwise the refusal request;
(3) customer service system distributes corresponding customer service for it Differentiated Services to be provided according to user class and request;
(4) contact staff utilizes intelligent searching engine search data in knowledge data base or application data base of customer service system according to user's request content;
(5) contact staff utilizes customer service system that the data that search in the step (4) are pushed to cell-phone customer terminal.
Information interaction between described customer service system and the cell-phone customer terminal comprises by the latter initiatively to be initiated to push dual mode with the former to the latter to the former.
The mode that described cell-phone customer terminal is initiatively initiated may further comprise the steps: cell-phone customer terminal is installed and operation; Cell-phone customer terminal is initiated the checking request; Customer service system is accepted the checking request, verifies successfully; Cell-phone customer terminal sends the service communication data; Customer service system receives the service communication data; Cell-phone customer terminal is done next step action.
Described propelling movement mode may further comprise the steps: customer service system is initiated the request of pushing; The cell-phone customer terminal data that accept request are agreed to push; The customer service system propelling data is given cell-phone customer terminal; Cell-phone customer terminal receives data; Customer service system is done next step action.
A kind of system that implements described mobile Internet customer service method; It is characterized in that; Comprise: KBM platform, application library management platform, knowledge and application intelligent search engine, customer service management platform and cell-phone customer terminal; Cell-phone customer terminal establishes a communications link through communication network and customer service management platform, and the customer service management platform is connected with the application library management platform with the KBM platform through network; Knowledge and application intelligent search engine are housed in the computer of KBM platform and application library management platform.
Described KBM platform adopts the B/S framework based on database technology, and whole flat comprises some PC, a SERVER, one or several knowledge data bases; The gatering and editing personnel of knowledge base utilizes the browser on every PC, according to the editor that the standard of appointment is accomplished knowledge content, and audit and issue, the knowledge after the issue will be stored in the database according to specified rule; Knowledge data base is accomplished the storage and the management of knowledge content, so that client contact staff utilizes intelligent searching engine to find required knowledge accurately.
Described application library management platform comprises some PC, a SERVER, one or several application data bases; Use the collection personnel and utilize the browser on the PC to accomplish uploading of using, audit and issue, the application after the issue will be stored in the application data base according to specified rule, and application data base is accomplished the storage and the management of using.
Described knowledge and application intelligent search engine make up according to the classifying rules of knowledge or application, are the software systems among the PC that is embedded in described KBM platform and application library management platform; Client contact staff inquires for the knowledge that satisfies condition or when using, only needs the corresponding conditions of problems of input in search engine, intelligent searching engine will from knowledge or application data base, find a solution to the problem accurately fast or need application.
Described customer service management platform comprises user data management module and Service Data Management module, and user data management module and client communicate, functions such as completion client user's identity registration, checking; Service Data Management module and client and knowledge or application management platform communicate, and accomplish knowledge or the search of application and the propelling movement of data.
Be connected with the customer service management platform line data of going forward side by side of the mobile network of described cell-phone customer terminal through at a high speed is mutual; Comprise business datum and application data; Business datum comprises but is not limited to user name, password, individual details of terminal use etc., and application data includes but not limited to the data that the user is pushed to cell-phone customer terminal about the description and the customer service management platform of mobile phone problem.
Advantage of the present invention is: service provided by the invention is that all knowledge are carried out on the basis of combing; The support platform of a service that forms through database management technology, intelligent search technique, customer service management and dispatching patcher, AMS, smart mobile phone client; To the user real-time, many means, service accurately are provided, convenient and swift.
Description of drawings
Fig. 1 is the overall formation sketch map of mobile Internet customer service system of the present invention;
Fig. 2 is the concrete formation sketch map of mobile Internet customer service system of the present invention;
Fig. 3 is the formation sketch map of KBM platform of the present invention;
Fig. 4 is the formation sketch map of application library management platform of the present invention;
Fig. 5 is the workflow sketch map of mobile Internet customer service method of the present invention;
Fig. 6 is that cell-phone customer terminal of the present invention obtains flow chart for information about with active initiation mode from customer service system;
Fig. 7 is that customer service system of the present invention provides flow chart for information about with the propelling movement mode to cell-phone customer terminal.
Embodiment is referring to Fig. 1; The system of a kind of mobile Internet customer service of the present invention comprises five parts, is respectively: KBM platform 1, application library management platform 2, customer service management platform 3, cell-phone customer terminal 4 and knowledge and application intelligent search engine.Numerous cell-phone customer terminals 4 establishes a communications link through communication network and customer service management platform 3, and customer service management platform 3 is established business relations through network (local area network (LAN), the Internet etc.) and KBM platform 1 and application library management platform 2; Setting-in knowledge and application intelligent search engine in the computer PC of KBM platform 1 and application library management platform 2.Cell-phone customer terminal 4 is also referred to as smart mobile phone among the present invention.
Customer service management platform 3 is cores of whole invention; It mainly comprises user data management module 31 and Service Data Management module 32; User data management module 31 and Service Data Management module 32 be two independently software program, completion business functions separately respectively on the customer service system server.User data management module 31 communicates with cell-phone customer terminal 4, functions such as the identity registration of completion mobile phone client users, checking.Service Data Management module 32 communicates with cell-phone customer terminal 4, KBM platform 1 and application library management platform 2, accomplishes knowledge or the search of application and the propelling movement of data, and is as shown in Figure 2.
KBM platform 1 adopts the B/S framework based on database technology, and whole flat comprises some PC1-PCn, a hardware server SERVER, one or more (deciding according to actual conditions) knowledge data base DB1-DBn.The gatering and editing personnel of knowledge base utilizes the browser on every PC, according to the editor that the standard of appointment is accomplished knowledge content, and audit and issue, the knowledge after the issue will be stored in the database according to specified rule.Knowledge data base is accomplished the storage and the management of knowledge content, so that client contact staff utilizes intelligent searching engine to find required knowledge accurately, the framework of KBM platform 1 is as shown in Figure 3.
Application library management platform 2 comprises some PC1-PCn, a hardware server SERVER, one or more (deciding according to actual conditions) application data base DB1-DBn.Use the collection personnel and utilize the browser on the PC to accomplish uploading of using, audit and issue, the application after the issue will be stored in the application data base according to specified rule, and application data base is accomplished the storage and the management of using.The framework of application library management platform 2 is as shown in Figure 4.
Knowledge and application intelligent search engine make up according to the classifying rules of knowledge or application, are the software systems among the PC that is embedded in Fig. 3 and Fig. 4.Client contact staff inquires for the knowledge that satisfies condition or when using, only needs the corresponding conditions of problems of input in corresponding search engine, intelligent searching engine will from knowledge or application data base, find a solution to the problem accurately fast or need application.
Service system of the present invention is when work; Be connected with customer service management platform 3 line data of going forward side by side of the mobile network of cell-phone customer terminal 4 through at a high speed is mutual; Comprise business datum and application data; Business datum comprises but is not limited to user name, password, individual details of terminal use etc., and application data includes but not limited to the data that the user is pushed to cell-phone customer terminal about the description and the customer service management platform of mobile phone problem.
Shown in Fig. 5 (and referring to Fig. 2), mobile Internet customer service method of the present invention, that is the workflow of above-mentioned service system (step) comprising:
(1) cell-phone customer terminal 4 initiation request;
(2) the user data management module 31 of customer service management platform 3 judges according to subscriber identity information whether request is legal.If legal then carry out corresponding operating, otherwise refusal request;
(3) the user data management module 31 of customer service management platform 3 distributes corresponding customer service for it Differentiated Services to be provided according to user class and request;
(4) contact staff is according to the content of cell-phone customer terminal 4 request, utilizes intelligent searching engine search data in the application data base of the knowledge data base of KBM platform 1 or application library management platform 2;
(5) contact staff utilizes the Service Data Management module 32 of customer service management platform 3 that the data that search in the step (4) are pushed to cell-phone customer terminal 4.
Arrow among Fig. 5 (1) is user's initiation request.Arrow (2) utilizes relevant knowledge or the application of intelligent searching engine search in the customer service system for customer service.Arrow (3) is that data or application data base return Search Results to customer service management platform 3.Arrow (4) is pushed to cell-phone customer terminal 4 through the mobile network with request results for customer service utilizes customer service system.
Information interaction between the user data management module 31 of customer service management platform 3 and Service Data Management module 32 and the cell-phone customer terminal 4 comprises that cell-phone customer terminal initiatively initiates and push dual mode.Wherein:
1, the mode initiatively initiated of cell-phone customer terminal may further comprise the steps: cell-phone customer terminal is installed also operation; Cell-phone customer terminal is initiated the checking request; Customer service system is accepted the checking request, verifies successfully; Cell-phone customer terminal sends the service communication data; Customer service system receives the service communication data; Cell-phone customer terminal is done next step action.As shown in Figure 6.
2, propelling movement mode may further comprise the steps: customer service system is initiated the request of pushing; The cell-phone customer terminal data that accept request are agreed to push; The customer service system propelling data is given cell-phone customer terminal; Cell-phone customer terminal receives data; Customer service system is done next step action.As shown in Figure 7.
As long as the user opens the relevant interface of smart mobile phone, just can send the problem that oneself needs solution to the contact staff through literal, voice.The contact staff through knowledge and application intelligent search engine, finds the answer that solves relevant issues in database after receiving user's problem, after judging, select optimal solution, feeds back to the user with literal.For the problem that needs progressively solve, can use the mode of picture, issue the user to settlement steps to deal.The application that the user needs, the contact staff can pass through pc client, and directly link is used and is pushed on user's the smart mobile phone client, and the user just can directly be installed in the mobile phone as long as click to download.
Knowledge-base management platform 1 of the present invention; Relevant knowledge such as problem solution during problem, the safe gas defence of smart mobile phone, the mobile phone application of using general knowledge, various mobile phone application to occur in using for the parameter of various communication networks, telecommunication technology, telecom charges, smart mobile phone setting, smart mobile phone and using skill, the installation of mobile phone application, the mobile phone application of general knowledge, smart mobile phone used; After carrying out normalized arrangement; These knowledge are carried out Classification Management, form the knowledge base that is easy to inquire about.The form that knowledge point in the knowledge base appears is made up of literal and picture, and picture and literal also occur with the mixing form.
Customer service management platform 3 of the present invention can rank to the user, distribute automatically, and the contact staff can submit to expert's seat with the user, and the user can select the contact staff.This management system also can be carried out the evaluation of work quantitative statistics, attitude for the contact staff.
Claims (10)
1. a mobile Internet customer service method is characterized in that, may further comprise the steps:
(1) cell-phone customer terminal passes through the Internet to the customer service system initiation request;
(2) customer service system is according to subscriber identity information, judges whether request is legal, if legal then carry out corresponding operating, otherwise the refusal request;
(3) customer service system distributes corresponding customer service for it Differentiated Services to be provided according to user class and request;
(4) contact staff utilizes intelligent searching engine search data in knowledge data base or application data base of customer service system according to user's request content;
(5) contact staff utilizes customer service system that the data that search in the step (4) are pushed to cell-phone customer terminal.
2. mobile Internet customer service method according to claim 1 is characterized in that, the information interaction between described customer service system and the cell-phone customer terminal comprise by the latter to the former initiatively initiation request push dual mode with the former to the latter.
3. mobile Internet customer service method according to claim 2 is characterized in that the mode that described cell-phone customer terminal is initiatively initiated may further comprise the steps: cell-phone customer terminal is installed and operation; Cell-phone customer terminal is initiated the checking request; Customer service system is accepted the checking request, verifies successfully; Cell-phone customer terminal sends the service communication data; Customer service system receives the service communication data; Cell-phone customer terminal is done next step action.
4. mobile Internet customer service method according to claim 2 is characterized in that, described propelling movement mode may further comprise the steps: customer service system is initiated the request of pushing; The cell-phone customer terminal data that accept request are agreed to push; The customer service system propelling data is given cell-phone customer terminal; Cell-phone customer terminal receives data; Customer service system is done next step action.
5. system that implements the described mobile Internet customer service of claim 1 method; It is characterized in that; Comprise: KBM platform, application library management platform, knowledge and application intelligent search engine, customer service management platform and cell-phone customer terminal; Cell-phone customer terminal establishes a communications link through communication network and customer service management platform, and the customer service management platform is connected with the application library management platform with the KBM platform through network; Knowledge and application intelligent search engine are housed in the computer of KBM platform and application library management platform.
6. mobile Internet customer service system according to claim 5 is characterized in that, described KBM platform adopts the B/S framework based on database technology, and whole flat comprises some PC, a SERVER, one or several knowledge data bases; The gatering and editing personnel of knowledge base utilizes the browser on every PC, according to the editor that the standard of appointment is accomplished knowledge content, and audit and issue, the knowledge after the issue will be stored in the knowledge data base according to specified rule; Knowledge data base is accomplished the storage and the management of knowledge content, so that client contact staff utilizes intelligent searching engine to find required knowledge accurately.
7. mobile Internet customer service system according to claim 5 is characterized in that, described application library management platform comprises some PC, a SERVER, one or several application data bases; Use the collection personnel and utilize the browser on the PC to accomplish uploading of using, audit and issue, the application after the issue will be stored in the application data base according to specified rule, and application data base is accomplished the storage and the management of using.
8. according to claim 6 or 7 described mobile Internet customer service systems; It is characterized in that; Described knowledge and application intelligent search engine make up according to the classifying rules of knowledge or application, are the software systems among the PC that is embedded in described KBM platform and application library management platform; Client contact staff inquires for the knowledge that satisfies condition or when using, only needs the corresponding conditions of problems of input in search engine, intelligent searching engine will from knowledge or application data base, find a solution to the problem accurately fast or need application.
9. mobile Internet customer service system according to claim 5; It is characterized in that; Described customer service management platform comprises user data management module and Service Data Management module; User data management module and client communicate, functions such as completion client user's identity registration, checking; Service Data Management module and client and knowledge or application management platform communicate, and accomplish knowledge or the search of application and the propelling movement of data.
10. mobile Internet customer service system according to claim 9; It is characterized in that; Be connected with the customer service management platform line data of going forward side by side of the mobile network of described cell-phone customer terminal through at a high speed is mutual; Comprise business datum and application data, business datum comprises but is not limited to user name, password, individual details of terminal use etc., and application data includes but not limited to the data that the user is pushed to cell-phone customer terminal about the description and the customer service management platform of mobile phone problem.
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| CN103607474A (en) * | 2013-12-04 | 2014-02-26 | 贲旭东 | Information service platform based on local area network |
| CN103970753A (en) * | 2013-01-28 | 2014-08-06 | 北大方正集团有限公司 | Pushing method and pushing device for related knowledge |
| CN105100145A (en) * | 2014-05-05 | 2015-11-25 | 阿里巴巴集团控股有限公司 | Method and device for interacting user information and method and device for acquiring user information |
| CN105450457A (en) * | 2015-12-14 | 2016-03-30 | 四川长虹电器股份有限公司 | Management method for applications in open platform |
| CN105608557A (en) * | 2015-12-21 | 2016-05-25 | 首汇焦点（北京）科技有限公司 | Integrated management later period manufacture method and system |
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| CN107067355A (en) * | 2017-03-30 | 2017-08-18 | 重庆指讯科技有限公司 | A kind of government affairs service system based on internet |
| CN107508782A (en) * | 2016-06-14 | 2017-12-22 | 阿里巴巴集团控股有限公司 | The method and device of certification user identity in voice customer service |
| CN107862534A (en) * | 2016-12-15 | 2018-03-30 | 平安科技（深圳）有限公司 | The information processing method and device of potential customers |
| CN109067896A (en) * | 2018-08-23 | 2018-12-21 | 腾讯科技（深圳）有限公司 | Exchange method, interactive device, computer equipment and storage medium |
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| CN103970753A (en) * | 2013-01-28 | 2014-08-06 | 北大方正集团有限公司 | Pushing method and pushing device for related knowledge |
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| WO2017067394A1 (en) * | 2015-10-19 | 2017-04-27 | 阿里巴巴集团控股有限公司 | Method and system for distributing customer service modes |
| CN106776651A (en) * | 2015-11-24 | 2017-05-31 | 阿里巴巴集团控股有限公司 | The processing method and processing device of business dispute |
| CN105450457B (en) * | 2015-12-14 | 2018-12-07 | 四川长虹电器股份有限公司 | Application management method in open platform |
| CN105450457A (en) * | 2015-12-14 | 2016-03-30 | 四川长虹电器股份有限公司 | Management method for applications in open platform |
| CN105608557A (en) * | 2015-12-21 | 2016-05-25 | 首汇焦点（北京）科技有限公司 | Integrated management later period manufacture method and system |
| CN107508782A (en) * | 2016-06-14 | 2017-12-22 | 阿里巴巴集团控股有限公司 | The method and device of certification user identity in voice customer service |
| CN106776685A (en) * | 2016-11-09 | 2017-05-31 | 深圳市独尊科技开发有限公司 | A kind of information collecting method and system |
| CN107862534A (en) * | 2016-12-15 | 2018-03-30 | 平安科技（深圳）有限公司 | The information processing method and device of potential customers |
| CN107067355A (en) * | 2017-03-30 | 2017-08-18 | 重庆指讯科技有限公司 | A kind of government affairs service system based on internet |
| CN109067896A (en) * | 2018-08-23 | 2018-12-21 | 腾讯科技（深圳）有限公司 | Exchange method, interactive device, computer equipment and storage medium |
| CN109214666A (en) * | 2018-08-23 | 2019-01-15 | 合肥好多帮信息科技有限公司 | A kind of intelligence customer service management regulation system |
| CN109067896B (en) * | 2018-08-23 | 2020-10-13 | 腾讯科技（深圳）有限公司 | Interaction method, interaction device, computer equipment and storage medium |
| CN110356007A (en) * | 2019-05-29 | 2019-10-22 | 北京工业大学 | A kind of extensive 3D printing model slice cloud platform based on IPv6 network |
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