CN102801878B - Mobile Internet customer service method and system - Google Patents
Mobile Internet customer service method and system Download PDFInfo
- Publication number
- CN102801878B CN102801878B CN201210238824.3A CN201210238824A CN102801878B CN 102801878 B CN102801878 B CN 102801878B CN 201210238824 A CN201210238824 A CN 201210238824A CN 102801878 B CN102801878 B CN 102801878B
- Authority
- CN
- China
- Prior art keywords
- customer service
- application
- knowledge
- data
- platform
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Abstract
A kind of mobile Internet customer service method and system, comprises step: (1) cell-phone customer terminal initiates request by the Internet to customer service system; (2) customer service system is according to subscriber identity information, judges whether request is legal, if legal, carries out corresponding operating, otherwise refusal request; (3) customer service system provides Differentiated Services according to user class customer service corresponding to request dispatching for it; (4) contact staff is according to the request content of user, utilizes the intelligent searching engine of customer service system search data in knowledge data base or application data base; (5) contact staff utilizes customer service system by the data-pushing that searches in step (4) to cell-phone customer terminal.The present invention can provide real-time, many means, customer service accurately for mobile Internet user, and under the help of contact staff, solve any use problem.
Description
Technical field
The present invention relates to the Internet, mobile Internet and the communication technology, specifically the system of a kind of mobile Internet customer service method and enforcement the method.Real-time, many means, customer service accurately can be provided for mobile Internet user.By this service platform, 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 application of the various needs of timely installation, and under the help of contact staff, solve any use problem.
Background technology
Mobile Internet be based on high-speed mobile communications network, smart mobile phone, new opplication, Business Management Platform and charging platform, customer service supporting platform formed the brand-new network service of one and experience.When user enjoys mobile internet service, need based on the high-speed mobile communications network such as 3G, 4G, need powerful smart mobile phone, need various application newly, and more user uses the service of mobile Internet, they through the training of specialty, also all users can not become professional person.When user is in use mobile interchange network process, need consulting, when dealing with problems, solve problems faced in time.
At present, support that user serves two platforms, a platform being conventional telecommunications and serving, it is made up of business hall and service calls.The construction cost of business hall is high, and user needs time cost and the transportation cost of at substantial, cannot meet user and solve customer service issues in time.Service calls has accomplished timely, low cost, but the means exchanged are single, and can only pass through speech exchange, client personnel the most in time all information, cannot comprise application and pass to user, helps user to deal with problems, briefly, says unclear exactly.Another service is exactly the platform of the Internet, it be to the greatest extent oneself institute's energy provide service for user.This platform two kinds of patterns, a kind of pattern set up a web site, by mode at different levels, magnanimity information is placed in website, goes access and inquiry for user, this pattern cost is low, but user must understand sorting technique, and there is patience, just can find the information required for oneself, there is no certain professional knowledge, more difficult operation.A kind of is the pattern of searching for, by a search engine, allow user with keyword search to the information required for oneself, and the answer that this search probably provides have tens even more, need user to judge the accuracy of answer, this also needs user inherently to have the quality of specialty.
Summary of the invention
The present invention be directed to the deficiency of conventional internet and telecom client service existence, make full use of smart mobile phone and development of Mobile Internet technology development, a mobile Internet customer service method and platform (system) are provided, making mobile interchange network users when using smart mobile phone to go wrong, helping it to solve various aspects problem in use quickly and easily by this management platform.
Technical scheme of the present invention is as follows: a kind of mobile Internet customer service method, is characterized in that, comprise the following steps:
(1) cell-phone customer terminal initiates request by the Internet to customer service system;
(2) customer service system is according to subscriber identity information, judges whether request is legal, if legal, carries out corresponding operating, otherwise refusal request;
(3) customer service system provides Differentiated Services according to user class customer service corresponding to request dispatching for it;
(4) contact staff is according to the request content of user, utilizes the intelligent searching engine of customer service system search data in knowledge data base or application data base;
(5) contact staff utilizes customer service system by the data-pushing that searches in step (4) to cell-phone customer terminal.
Information interaction between described customer service system and cell-phone customer terminal comprises initiatively to be initiated to push two kinds of modes with the former latter to the former by the latter.
The mode that described cell-phone customer terminal is initiatively initiated comprises the following steps: cell-phone customer terminal is installed and run; Cell-phone customer terminal initiates checking request; Customer service system accepts checking request, is proved to be successful; Cell-phone customer terminal sends service communication data; Customer service system receives service communication data; Cell-phone customer terminal does next step action.
Described propelling movement mode comprises the following steps: customer service system is initiated to push request; Cell-phone customer terminal accepts request data, agrees to push; Customer service system propelling data is to cell-phone customer terminal; Cell-phone customer terminal receives data; Customer service system does next step action.
A kind of system implementing described mobile Internet customer service method, it is characterized in that, comprise: KBM platform, application library management platform, knowledge and application intelligent searching engine, customer service management platform and cell-phone customer terminal, cell-phone customer terminal is established a communications link by communication network and customer service management platform, and customer service management platform is connected with KBM platform and application library management platform by network; At the computer of KBM platform and application library management platform built with knowledge and application intelligent searching engine.
Described KBM platform is based on database technology, and adopt B/S framework, whole platform comprises some PC, a SERVER, one or several knowledge data bases; The gatering and editing personnel of knowledge base utilizes the browser on every platform PC, completes the editor of knowledge content according to the specification of specifying, examination & verification and issue, and the knowledge after issue will store in a database according to specified rule; Knowledge data base completes the store and 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; Application collection personnel utilize the browser on PC to complete uploading of application, and examination & verification and issue, the application after issue will be stored in application data base according to specified rule, and application data base completes the store and management of application.
Described knowledge and application intelligent searching engine build, for being embedded in the software systems in the PC of described KBM platform and application library management platform according to the classifying rules of knowledge or application; When client contact staff will look for the knowledge that satisfies condition or application, only need input corresponding conditions of problems in a search engine, the application that intelligent searching engine will find a solution to the problem or need fast accurate from knowledge or application data base.
Described customer service management platform comprises user data management module and Service Data Management module, and user data management module communicates with client, completes the functions such as the identity registration of client user, checking; Service Data Management module communicates with knowledge or application management platform with client, completes the search of knowledge or application and the propelling movement of data.
Described cell-phone customer terminal to be connected with customer service management platform by mobile network at a high speed and to carry out data interaction, comprise business datum and application data, business datum comprises but is not limited to the user name of terminal use, password, individual details etc., and application data includes but not limited to that user is pushed to the data of cell-phone customer terminal about the description of mobile phone problem and customer service management platform.
Advantage of the present invention is: service provided by the invention carries out on the basis of combing to all knowledge, by the support platform of serving that database management technology, intelligent search technique, customer service management and dispatching patcher, AMS, smart mobile phone client are formed, real-time, many means are provided to user, serve accurately, convenient and swift.
Accompanying drawing explanation
Fig. 1 is the overall formation schematic diagram of mobile Internet customer service system of the present invention;
Fig. 2 is the concrete formation schematic diagram of mobile Internet customer service system of the present invention;
Fig. 3 is the formation schematic diagram of KBM platform of the present invention;
Fig. 4 is the formation schematic diagram of application library management platform of the present invention;
Fig. 5 is the workflow schematic diagram of mobile Internet customer service method of the present invention;
To be cell-phone customer terminal of the present invention obtain flow chart for information about in active initiation mode from customer service system to Fig. 6;
Fig. 7 is that customer service system of the present invention provides flow chart for information about to cell-phone customer terminal in a push manner.
Embodiment is see 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 searching engine.Numerous cell-phone customer terminals 4 is established a communications link by communication network and customer service management platform 3, and customer service management platform 3 is established business relations by network (local area network (LAN), the Internet etc.) and KBM platform 1 and application library management platform 2; Setting-in knowledge and application intelligent searching engine in the computer PC of KBM platform 1 and application library management platform 2.In the present invention, cell-phone customer terminal 4 is also referred to as smart mobile phone.
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 are two independently software programs on customer service system server, complete respective business function respectively.User data management module 31 communicates with cell-phone customer terminal 4, completes the functions such as the identity registration of mobile phone client users, checking.Service Data Management module 32 communicates with application library management platform 2 with cell-phone customer terminal 4, KBM platform 1, completes the search of knowledge or application and the propelling movement of data, as shown in Figure 2.
KBM platform 1 is based on database technology, and adopt B/S framework, whole platform comprises some PC1-PCn, a hardware server SERVER, one or more (determining according to actual conditions) knowledge data base DB1-DBn.The gatering and editing personnel of knowledge base utilizes the browser on every platform PC, completes the editor of knowledge content according to the specification of specifying, and examination & verification and issue, the knowledge after issue will store in a database according to specified rule.Knowledge data base completes the store and management of knowledge content, so that client contact staff utilizes intelligent searching engine to find required knowledge accurately, the framework of KBM platform 1 as shown in Figure 3.
Application library management platform 2 comprises some PC1-PCn, a hardware server SERVER, one or more (determining according to actual conditions) application data base DB1-DBn.Application collection personnel utilize the browser on PC to complete uploading of application, and examination & verification and issue, the application after issue will be stored in application data base according to specified rule, and application data base completes the store and management of application.The framework of application library management platform 2 as shown in Figure 4.
Knowledge and application intelligent searching engine build, for being embedded in the software systems in the PC of Fig. 3 and Fig. 4 according to the classifying rules of knowledge or application.When client contact staff will look for the knowledge that satisfies condition or application, only need input corresponding conditions of problems in corresponding search engine, the application that intelligent searching engine will find a solution to the problem or need fast accurate from knowledge or application data base.
Service system of the present invention operationally, cell-phone customer terminal 4 is connected with customer service management platform 3 by mobile network at a high speed and is carried out data interaction, comprise business datum and application data, business datum comprises but is not limited to the user name of terminal use, password, individual details etc., and application data includes but not limited to that user is pushed to the data of cell-phone customer terminal about the description of mobile phone problem and customer service management platform.
As shown in Fig. 5 (and see 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 initiates request;
(2) the user data management module 31 of customer service management platform 3 is according to subscriber identity information, judges whether request is legal.If legal, carry out corresponding operating, otherwise refusal request;
(3) the user data management module 31 of customer service management platform 3 provides Differentiated Services according to user class customer service corresponding to request dispatching for it;
(4) contact staff's content of asking according to cell-phone customer terminal 4, utilizes intelligent searching engine search data in the knowledge data base of KBM platform 1 or the application data base of application library management platform 2;
(5) contact staff utilizes the Service Data Management module 32 of customer service management platform 3 by the data-pushing that searches in step (4) to cell-phone customer terminal 4.
In Fig. 5 arrow (1) for user initiate request.Arrow (2) utilizes the intelligent searching engine in customer service system to search for relevant knowledge or application for customer service.Arrow (3) returns Search Results to customer service management platform 3 for data or application data base.Arrow (4) utilizes customer service system, by mobile network, request results is pushed to cell-phone customer terminal 4 for customer service.
The user data management module 31 of customer service management platform 3 and the information interaction between Service Data Management module 32 and cell-phone customer terminal 4 comprise cell-phone customer terminal and initiatively initiate and push two kinds of modes.Wherein:
1, the mode that cell-phone customer terminal is initiatively initiated comprises the following steps: cell-phone customer terminal is installed and run; Cell-phone customer terminal initiates checking request; Customer service system accepts checking request, is proved to be successful; Cell-phone customer terminal sends service communication data; Customer service system receives service communication data; Cell-phone customer terminal does next step action.As shown in Figure 6.
2, propelling movement mode comprises the following steps: customer service system is initiated to push request; Cell-phone customer terminal accepts request data, agrees to push; Customer service system propelling data is to cell-phone customer terminal; Cell-phone customer terminal receives data; Customer service system does next step action.As shown in Figure 7.
As long as user opens smart mobile phone regarding interface, just can send by word, voice the problem oneself needing to solve to contact staff.Contact staff, after the problem receiving user, by knowledge and application intelligent searching engine, finds the answer solving relevant issues in a database, selects optimal solution, feed back to user with word after judging.For the problem needing progressively to solve, by the mode of picture, settlement steps to deal can be issued user.The application that user needs, contact staff can pass through pc client, and directly link is applied and is pushed in the smart mobile phone client of user, just can directly be installed in mobile phone as long as user clicks to download.
The management platform 1 of knowledge base of the present invention, various communication network, telecommunication technology, telecom charges, smart mobile phone are arranged, installation that the using skill of the parameter of smart mobile phone and general knowledge, smart mobile phone, mobile phone are applied, mobile phone apply use general knowledge, various mobile phone apply and use in produced problem, the safe gas defence of smart mobile phone, mobile phone apply and use in the relevant knowledge such as Resolving probiems, after carrying out normalized arrangement, Classification Management is carried out to these knowledge, forms the knowledge base being easy to inquire about.The form that knowledge point in knowledge base presents is made up of word and picture, and picture and word also occur with mixing form.
Customer service management platform 3 of the present invention, can rank to user, automatically distribute, and user can be submitted to expert's seat by contact staff, and user can select contact staff.This management system also can carry out the evaluation of work quantitative statistics, attitude for contact staff.
Claims (4)
1. implement the system of mobile Internet customer service method for one kind, it is characterized in that, comprise: KBM platform, application library management platform, knowledge and application intelligent searching engine, customer service management platform and cell-phone customer terminal, cell-phone customer terminal is established a communications link by communication network and customer service management platform, and customer service management platform is connected with KBM platform and application library management platform by network; At the computer of KBM platform and application library management platform built with knowledge and application intelligent searching engine; Described KBM platform is based on database technology, and adopt B/S framework, whole platform comprises some PC, a SERVER, one or several knowledge data bases; The gatering and editing personnel of knowledge base utilizes the browser on every platform PC, completes the editor of knowledge content according to the specification of specifying, examination & verification and issue, and the knowledge after issue will be stored in knowledge data base according to specified rule; Knowledge data base completes the store and 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; Application collection personnel utilize the browser on PC to complete uploading of application, examination & verification and issue, and the application after issue will be stored in application data base according to specified rule, and application data base completes the store and management of application;
Described mobile Internet customer service method, comprises the following steps:
(1) cell-phone customer terminal initiates request by the Internet to customer service system;
(2) customer service system is according to subscriber identity information, judges whether request is legal, if legal, carries out corresponding operating, otherwise refusal request;
(3) customer service system provides Differentiated Services according to user class customer service corresponding to request dispatching for it;
(4) contact staff is according to the request content of user, utilizes the intelligent searching engine of customer service system search data in knowledge data base or application data base;
(5) contact staff utilizes customer service system by the data-pushing that searches in step (4) to cell-phone customer terminal.
2. the system of enforcement mobile Internet customer service method according to claim 1, it is characterized in that, described knowledge and application intelligent searching engine build, for being embedded in the software systems in the PC of described KBM platform and application library management platform according to the classifying rules of knowledge or application; When client contact staff will look for the knowledge that satisfies condition or application, only need input corresponding conditions of problems in a search engine, the application that intelligent searching engine will find a solution to the problem or need fast accurate from knowledge or application data base.
3. the system of enforcement mobile Internet customer service method according to claim 1, it is characterized in that, described customer service management platform comprises user data management module and Service Data Management module, user data management module communicates with client, completes the identity registration of client user, authentication function; Service Data Management module communicates with knowledge or application management platform with client, completes the search of knowledge or application and the propelling movement of data.
4. the system of enforcement mobile Internet customer service method according to claim 3, it is characterized in that, described cell-phone customer terminal to be connected with customer service management platform by mobile network at a high speed and to carry out data interaction, comprise business datum and application data, business datum comprises but is not limited to the user name of terminal use, password, individual details, and application data includes but not limited to that user is pushed to the data of cell-phone customer terminal about the description of mobile phone problem and customer service management platform.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210238824.3A CN102801878B (en) | 2012-07-11 | 2012-07-11 | Mobile Internet customer service method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210238824.3A CN102801878B (en) | 2012-07-11 | 2012-07-11 | Mobile Internet customer service method and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN102801878A CN102801878A (en) | 2012-11-28 |
| CN102801878B true CN102801878B (en) | 2015-08-05 |
Family
ID=47200835
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201210238824.3A Active CN102801878B (en) | 2012-07-11 | 2012-07-11 | Mobile Internet customer service method and system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102801878B (en) |
Families Citing this family (14)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103970753B (en) * | 2013-01-28 | 2017-06-20 | 北大方正集团有限公司 | The method for pushing and device of association knowledge |
| CN103607474B (en) * | 2013-12-04 | 2016-08-31 | 贲旭东 | Information service platform based on LAN |
| CN109922122B (en) * | 2014-05-05 | 2022-03-01 | 创新先进技术有限公司 | Method and device for interacting and acquiring user information |
| CN106603262A (en) * | 2015-10-19 | 2017-04-26 | 阿里巴巴集团控股有限公司 | Method and system of distribution of 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 |
| 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 |
| CN107508782B (en) * | 2016-06-14 | 2021-11-23 | 阿里巴巴集团控股有限公司 | Method and device for authenticating 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 |
| 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 |
| 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 |
| 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 |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101079928A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Customer call center system |
| US8842812B2 (en) * | 2009-03-03 | 2014-09-23 | Cisco Technology, Inc. | Method and apparatus for providing improved support to users on interactive voice response breakout session |
| CN101827351B (en) * | 2010-03-25 | 2012-10-10 | 黄卫 | Method and system for carrying out remote service on mobile terminal based on Internet |
-
2012
- 2012-07-11 CN CN201210238824.3A patent/CN102801878B/en active Active
Also Published As
| Publication number | Publication date |
|---|---|
| CN102801878A (en) | 2012-11-28 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102801878B (en) | Mobile Internet customer service method and system | |
| CN104581630B (en) | A kind of self-service anti-method of registering of practising fraud based on location-based service and planar bar code technology | |
| CN103686723A (en) | System and method for processing complex SMS (short message service) message of mobile customer hotline SMS messaging service hall | |
| US20030144895A1 (en) | Prepaid personal advisory service for cellular networks | |
| CN102800008B (en) | The system and method that a kind of accumulated point exchanging and integration are given | |
| CN102137155B (en) | Method for handling communication network quality complaints based on customer perception | |
| US20080040417A1 (en) | System and method for allocating workflow operations to a computing device | |
| CN101902503B (en) | Terminal location-based information inquiry platform and charging method thereof | |
| KR101975320B1 (en) | Method and System For Providing Call Center Sharing Service Based On Big Data and Artificial Intelligence | |
| US9112965B2 (en) | Managing cellular phone calls | |
| CN106940643A (en) | Logical APP systems between the police and the people | |
| CN109508965A (en) | A kind of policing administration system | |
| CN112116512A (en) | Intelligent type gratuitous blood donation service system based on Internet + | |
| CN112085225A (en) | Operation and maintenance system and method for user side power equipment | |
| CN114757634A (en) | Portable high-integration mobile office platform as a service (PaaS) | |
| CN112328760B (en) | Service providing method, device and system | |
| CN102098699A (en) | Method and device for verifying user data in telecommunication system | |
| CN100551116C (en) | Be used to have system, the method and apparatus of the positioning service privacy management of travelling carriage | |
| CN102487421A (en) | Call center service system and method for providing service for client actively by utilizing call center service system | |
| CN201130994Y (en) | Words consultation auto-answer system | |
| CN107610453A (en) | A kind of share-car method and system based on the positioning of closely bluetooth hot spot | |
| KR20000054110A (en) | Construction Management Operating System Using Internet | |
| CN102917040A (en) | Cloud service offering method and system of communication data service, and cloud end server | |
| KR101073857B1 (en) | Method and system for verifing process of mobile phone number using credit information | |
| CN111984947A (en) | Comprehensive management method and system based on intelligent legal platform |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| C41 | Transfer of patent application or patent right or utility model | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20160809 Address after: 100000 Beijing City, Chaoyang District Tianli Street No. 1 Building No. 712 Patentee after: Xiang Ligang Address before: 226010 Jiangsu city of Nantong Province Economic and Technological Development Zone Tongsheng Road No. 188 Building No. C Patentee before: Jiangsu Fenixiang Technology Co., Ltd. |
|
| TR01 | Transfer of patent right |
Effective date of registration: 20210329 Address after: No. 101-42, 101-43, floor 9, building 1, No. 8, Heiquan Road, Haidian District, Beijing 100082 (Dongsheng District) Patentee after: 720 HEALTH (BEIJING) ITECH HEALTH Co.,Ltd. Address before: No. 712, building 1, Tianli street, Chaoyang District, Beijing Patentee before: Xiang Ligang |
|
| TR01 | Transfer of patent right |