CN108574858A - A kind of DTV customer service system - Google Patents
A kind of DTV customer service system Download PDFInfo
- Publication number
- CN108574858A CN108574858A CN201710147182.9A CN201710147182A CN108574858A CN 108574858 A CN108574858 A CN 108574858A CN 201710147182 A CN201710147182 A CN 201710147182A CN 108574858 A CN108574858 A CN 108574858A
- Authority
- CN
- China
- Prior art keywords
- service
- information
- service information
- maintenance
- dtv
- 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.)
- Pending
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/254—Management at additional data server, e.g. shopping server, rights management server
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/254—Management at additional data server, e.g. shopping server, rights management server
- H04N21/2541—Rights Management
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/258—Client or end-user data management, e.g. managing client capabilities, user preferences or demographics, processing of multiple end-users preferences to derive collaborative data
- H04N21/25866—Management of end-user data
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/258—Client or end-user data management, e.g. managing client capabilities, user preferences or demographics, processing of multiple end-users preferences to derive collaborative data
- H04N21/25866—Management of end-user data
- H04N21/25875—Management of end-user data involving end-user authentication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/258—Client or end-user data management, e.g. managing client capabilities, user preferences or demographics, processing of multiple end-users preferences to derive collaborative data
- H04N21/25866—Management of end-user data
- H04N21/25883—Management of end-user data being end-user demographical data, e.g. age, family status or address
Abstract
The invention discloses a kind of DTV customer service systems, including：Subscriber Management System, for storing the first maintenance service information；Knowledge Base Module includes the after-sales-service information library for storing the second maintenance service information；And service handling module, it is connected to Subscriber Management System and Knowledge Base Module, for required maintenance service information to be obtained in Subscriber Management System as needed, and in the case of cannot get required maintenance service information in Subscriber Management System, required maintenance service information is obtained in service information repository after sale.The after-sales-service information library that the present invention is established by the accurate information obtained by effective channel, provides more information sources, and then can provide a user more full and accurate accurate relevant information for contact staff.
Description
Technical field
The present invention relates to a kind of DTV customer service systems.
Background technology
Traditional DTV customer service system obtains merely relevant information from Subscriber Management System, contact staff's
Information source is single, cannot be satisfied for the demand to customer service.
For the above problem in the related technology, currently no effective solution has been proposed.
Invention content
For the above problem in the related technology, the present invention proposes a kind of customer service system, can be carried for contact staff
For more information sources.
The technical proposal of the invention is realized in this way：
According to an aspect of the invention, there is provided a kind of DTV customer service system, including：User management system
System, for storing the first maintenance service information；Knowledge Base Module includes the after-sale service for storing the second maintenance service information
Information bank；And service handling module, it is connected to Subscriber Management System and Knowledge Base Module, for as needed in user management
Maintenance service information needed for being obtained in system, and when the feelings that cannot get required maintenance service information in Subscriber Management System
Under condition, required maintenance service information is obtained in service information repository after sale.
According to one embodiment of present invention, the second maintenance service information of after-sales-service information library storage includes：Repair
Affiliated area, name, contact method and the work number of personnel.
According to one embodiment of present invention, Knowledge Base Module further includes：Submodule is generated and updates, for according to a variety of
The second maintenance service information that mode obtains generates or update after-sales-service information library.
According to one embodiment of present invention, the second maintenance service information includes service network information；Service handling module
Service network information is obtained in service information repository after sale according to user residence information.
According to one embodiment of present invention, the second maintenance service information is provided by operation and maintenance main bodys at different levels.
According to one embodiment of present invention, service handling module is obtained according to smart card numbers in Subscriber Management System
Corresponding maintenance personal's information.
According to one embodiment of present invention, service handling module includes：Output sub-module is used for required maintenance service
Information is issued to corresponding maintenance personal with work order pattern.
According to one embodiment of present invention, service handling module is the service handling module of BOSS systems.
The after-sales-service information library that the present invention is established by the accurate information obtained by effective channel, provides for contact staff
More information sources, and then can provide a user more full and accurate accurate relevant information.
Description of the drawings
It in order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, below will be to institute in embodiment
Attached drawing to be used is needed to be briefly described, it should be apparent that, the accompanying drawings in the following description is only some implementations of the present invention
Example, for those of ordinary skill in the art, without creative efforts, can also obtain according to these attached drawings
Obtain other attached drawings.
Fig. 1 is the block diagram of DTV customer service system according to the ... of the embodiment of the present invention.
Specific implementation mode
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation describes, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, the every other embodiment that those of ordinary skill in the art are obtained belong to what the present invention protected
Range.
As shown in Figure 1, DTV customer service system according to the ... of the embodiment of the present invention includes：
Subscriber Management System, for storing the first maintenance service information；
Knowledge Base Module includes the after-sales-service information library for storing the second maintenance service information；And
Service handling module, is connected to Subscriber Management System and Knowledge Base Module, for as needed in user management system
The case where obtaining required maintenance service information in system, and ought cannot getting required maintenance service information in Subscriber Management System
Under, required maintenance service information is obtained in service information repository after sale.
Above-mentioned technical proposal, by the way that after-sales-service information library is arranged, Subscriber Management System is mutually tied with after-sales-service information library
Closing can be that user maximumlly provides maintenance service information；More information sources are provided for contact staff, and then can
Provide a user more full and accurate accurate relevant information.
In one embodiment, service handling module is the service handling module of BOSS systems.BOSS systems
(Business＆OperationSupportSystem, service operation support system), is an integrated service operation and management
Comprehensive management platform.The business in BOSS systems can be used in the service handling module of the DTV customer service system of the present invention
Function (being realized by interface mode) is accepted, realizes and shares backstage resource with BOSS systems, the two organically blends shape
At the business processing closed loop management flow of custom service-orientated, required relevant information can be timely and effectively obtained.
In one embodiment, the second maintenance service information of after-sales-service information library storage can include but is not limited to：
Affiliated area, name, contact method and the work number of maintenance personal.
In one embodiment, Knowledge Base Module further includes：It generates and updates submodule, for being obtained according to various ways
The second maintenance service information generate or update after-sales-service information library.
In one embodiment, the second maintenance service information is provided by operation and maintenance main bodys at different levels.Pass through various effective canals
Accurate information that road obtains and establish after-sales-service information library, content may include the affiliated area of maintenance personal, name,
The information such as phone, work number, the above content are provided by operation and maintenance main bodys at different levels, can ensure the reliability of information, and can be by visitor
The maintenance personnel of family service system carries out real-time servicing.
In one embodiment, service handling module obtains corresponding dimension according to smart card numbers in Subscriber Management System
Repair personal information.
In one embodiment, the second maintenance service information includes service network information；Service handling module is according to user
Residence information obtains service network information in service information repository after sale.
Further, service handling module includes：
Output sub-module, for required maintenance service information to be issued to corresponding maintenance personal with work order pattern.
In practical applications, first, after user of incoming call informs the smart card numbers of contact staff's DTV, according to this
Smart card numbers can be to relevant work number relevant information of opening an account be transferred in Subscriber Management System automatically, and contact staff can will repair people
The information of member's (open an account work number holder) informs user to contact repair；It further, can also be by user information with work order pattern
It is issued to maintenance personal.
Secondly, when user, which only needs to seek advice from its residence periphery, whether franchise service network, contact staff can pass through
Dialogue obtain user residence information, can by service handling module according to this residence information in service information repository after sale
Qualified franchise service network is inquired, franchise service network information can be supplied to user by contact staff.
The foregoing is merely illustrative of the preferred embodiments of the present invention, is not intended to limit the invention, all essences in the present invention
With within principle, any modification, equivalent replacement, improvement and so on should all be included in the protection scope of the present invention god.
Claims (8)
1. a kind of DTV customer service system, which is characterized in that including：
Subscriber Management System, for storing the first maintenance service information；
Knowledge Base Module includes the after-sales-service information library for storing the second maintenance service information；And
Service handling module is connected to the Subscriber Management System and described information library module, for as needed in the use
Maintenance service information needed for acquisition in family management system, and taken when required repair cannot be got in the Subscriber Management System
In the case of information of being engaged in, required maintenance service information is obtained in the after-sales-service information library.
2. DTV customer service system according to claim 1, which is characterized in that the after-sales-service information inventory
Storage the second maintenance service information include：
Affiliated area, name, contact method and the work number of maintenance personal.
3. DTV customer service system according to claim 1, which is characterized in that described information library module also wraps
It includes：
Submodule is generated and updates, described in the second maintenance service information generation or update for being obtained according to various ways
After-sales-service information library.
4. DTV customer service system according to claim 1, which is characterized in that
The second maintenance service information includes service network information；
The service handling module obtains the service network according to user residence information in the after-sales-service information library
Information.
5. DTV customer service system according to claim 1, which is characterized in that
The second maintenance service information is provided by operation and maintenance main bodys at different levels.
6. DTV customer service system according to claim 1, which is characterized in that
The service handling module obtains corresponding maintenance personal's information according to smart card numbers in the Subscriber Management System.
7. DTV customer service system according to claim 6, which is characterized in that the service handling module packet
It includes：
Output sub-module, for required maintenance service information to be issued to corresponding maintenance personal with work order pattern.
8. according to claim 1-7 any one of them DTV customer service systems, which is characterized in that the service handling
Module is the service handling module of BOSS systems.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710147182.9A CN108574858A (en) | 2017-03-13 | 2017-03-13 | A kind of DTV customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710147182.9A CN108574858A (en) | 2017-03-13 | 2017-03-13 | A kind of DTV customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN108574858A true CN108574858A (en) | 2018-09-25 |
Family
ID=63577357
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710147182.9A Pending CN108574858A (en) | 2017-03-13 | 2017-03-13 | A kind of DTV customer service system |
Country Status (1)
| Country | Link |
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| CN (1) | CN108574858A (en) |
Citations (6)
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|---|---|---|---|---|
| CN103198156A (en) * | 2013-04-27 | 2013-07-10 | 深圳市元征科技股份有限公司 | Automobile maintenance information inquiry and feedback methods and server |
| CN103428646A (en) * | 2012-05-25 | 2013-12-04 | 中兴通讯股份有限公司 | Cluster system user state query method and server |
| CN103810544A (en) * | 2012-11-06 | 2014-05-21 | 金蝶软件（中国）有限公司 | Method and correlative apparatus for acquiring skill label |
| US20150019586A1 (en) * | 2005-10-26 | 2015-01-15 | Cortica, Ltd. | System and method for sharing tagged multimedia content elements |
| CN104460644A (en) * | 2013-09-25 | 2015-03-25 | 比亚迪股份有限公司 | Vehicle fault solution method and device |
| CN104850934A (en) * | 2015-04-14 | 2015-08-19 | 中国气象局气象探测中心 | Meteorological device maintenance and repair management system |
-
2017
- 2017-03-13 CN CN201710147182.9A patent/CN108574858A/en active Pending
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20150019586A1 (en) * | 2005-10-26 | 2015-01-15 | Cortica, Ltd. | System and method for sharing tagged multimedia content elements |
| CN103428646A (en) * | 2012-05-25 | 2013-12-04 | 中兴通讯股份有限公司 | Cluster system user state query method and server |
| CN103810544A (en) * | 2012-11-06 | 2014-05-21 | 金蝶软件（中国）有限公司 | Method and correlative apparatus for acquiring skill label |
| CN103198156A (en) * | 2013-04-27 | 2013-07-10 | 深圳市元征科技股份有限公司 | Automobile maintenance information inquiry and feedback methods and server |
| CN104460644A (en) * | 2013-09-25 | 2015-03-25 | 比亚迪股份有限公司 | Vehicle fault solution method and device |
| CN104850934A (en) * | 2015-04-14 | 2015-08-19 | 中国气象局气象探测中心 | Meteorological device maintenance and repair management system |
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| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20180925 |