CN109525738A - Telephone customer service method, telephone customer service equipment and readable storage medium storing program for executing - Google Patents
Telephone customer service method, telephone customer service equipment and readable storage medium storing program for executing Download PDFInfo
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- CN109525738A CN109525738A CN201811624131.1A CN201811624131A CN109525738A CN 109525738 A CN109525738 A CN 109525738A CN 201811624131 A CN201811624131 A CN 201811624131A CN 109525738 A CN109525738 A CN 109525738A
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- caller terminal
- customer service
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- telephone customer
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- 238000000034 method Methods 0.000 title claims abstract description 61
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- 230000006870 function Effects 0.000 description 16
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- 238000004891 communication Methods 0.000 description 11
- 238000012545 processing Methods 0.000 description 8
- 238000001514 detection method Methods 0.000 description 3
- 230000005611 electricity Effects 0.000 description 3
- 238000010295 mobile communication Methods 0.000 description 3
- 238000005516 engineering process Methods 0.000 description 2
- 230000005764 inhibitory process Effects 0.000 description 2
- 239000004973 liquid crystal related substance Substances 0.000 description 2
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42136—Administration or customisation of services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
Abstract
The invention discloses a kind of telephone customer service methods, send business handling navigation information to the caller terminal this method comprises: establishing after call connection with caller terminal；The business handling navigation information includes Voice Navigation prompt and the first navigation menu corresponding with Voice Navigation prompt；After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, identify whether the corresponding business of the selection instruction is manual service；If the corresponding business of the selection instruction is not manual service, cuts off and connected the call between the caller terminal, the selection instruction is responded based on first navigation menu.The invention also discloses a kind of telephone customer service equipment and a kind of computer readable storage mediums.The present invention can reduce the waiting time that user passes through customer service hotline transacting business, promote the user satisfaction for handling efficiency and telephone customer service of telephone service.
Description
Technical field
The present invention relates to technical field of mobile terminals more particularly to telephone customer service methods, telephone customer service equipment
And readable storage medium storing program for executing.
Background technique
Customer service hotline provides convenient and fast business handling service by modes such as artificial, automatic speech for user, various
Enterprise of scale such as operator, bank, government department etc. all provides customer helpline.
By taking operator as an example, after user puts through customer service hotline, Voice Navigation can be entered to prompt user to select to need to handle
Business, such as: telephone expenses inquiry please by 1, supplement with money please by 2 ..., manual service please by 0, user will handle a certain business, especially
It is that just can be carried out the industry clicked and need to handle after needing waiting voice navigation to finish when handling simple unartificial service
Business, then further according to voice prompting button operation step by step, user needs to expend a large amount of waiting time and carrys out waiting voice
System broadcasts non-business service needed for oneself, and business handling is time-consuming long, inefficiency, poor user experience.
Summary of the invention
It is a primary object of the present invention to propose a kind of telephone customer service method, telephone customer service equipment and readable deposit
Storage media, it is intended to reduce the waiting time that user passes through customer service hotline transacting business, promote phone customer service hotline and handle industry
The efficiency of business.
To achieve the above object, the present invention provides a kind of telephone customer service method, the telephone customer service method packet
Include following steps:
It is established after call connection with caller terminal and sends business handling navigation information to the caller terminal；The business is done
Reason navigation information includes Voice Navigation prompt and the first navigation menu corresponding with Voice Navigation prompt；
After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, described in identification
Whether the corresponding business of selection instruction is manual service；
If the corresponding business of the selection instruction is not manual service, the call between cutting and the caller terminal connects
It connects, the selection instruction is responded based on first navigation menu.
Optionally, the selection instruction that the caller terminal ought be received and be directed to business handling navigation information transmission
Afterwards, after identifying the step of whether corresponding business of the selection instruction is manual service further include:
If the corresponding business of the selection instruction is manual service, in response to the selection instruction, the incoming call is received
The user speech business handling instruction that terminal is sent；
It sends and handles corresponding second navigation menu of instruction to the caller terminal and cutting and institute with institute voice traffic
State the call connection between caller terminal；
The operational order based on second navigation menu that caller terminal is sent is detected, and responds the operational order.
Optionally, the transmission and institute voice traffic handle corresponding second navigation menu of instruction to the caller terminal
And it cuts off the step of call between the caller terminal connects and includes:
Identification institute's voice traffic handles the preset keyword that instruction includes；
According to the keyword recognized, it is whole to the incoming call to send the second navigation menu corresponding with the keyword
End, the call between cutting and the caller terminal connect.
Optionally, described establish after call connection with caller terminal sends business handling navigation information to the caller terminal
The step of include:
In response to the call request that caller terminal is sent, call connection is established with the caller terminal, and is obtained described next
The terminal iidentification of electric terminals；
It is connected based on the call, sends Voice Navigation and prompt to the caller terminal and play, the first operation of display circle
Face is in the screen of the caller terminal；
According to the terminal iidentification, it is whole to the incoming call to send the first navigation menu corresponding with Voice Navigation prompt
End, and first navigation menu is shown in the second operation interface of the screen, first operation interface and described the
Two operation interfaces are arranged according to default distribution rule.
Optionally, the selection instruction that the caller terminal ought be received and be directed to business handling navigation information transmission
Afterwards, identify that the step of whether corresponding business of the selection instruction is manual service includes:
It receives selection instruction that the user that caller terminal is sent input based on first operation interface or is based on described the
The selection instruction of two operation interfaces input；
Identify whether the corresponding business of the selection instruction is manual service.
Optionally, described to be connected based on the call, it sends Voice Navigation and prompts to the caller terminal and play, show
Before first operation interface is in the screen of the caller terminal the step of further include:
Based on the terminal iidentification, the history call record of the caller terminal is obtained；
According to the number of different business selection in history call record, determine that different business is aobvious in the first navigation menu
The priority shown.
Optionally, described to be connected based on the call, it sends Voice Navigation and prompts to the caller terminal and play, show
Before first operation interface is in the screen of the caller terminal the step of further include:
Based on the terminal iidentification, the business that the caller terminal has been opened is obtained；
According to the business opened, the priority that different business is shown in the first navigation menu is determined.
Optionally, it if the corresponding business of the selection instruction is manual service, in response to the selection instruction, connects
After the step of receiving the user speech business handling instruction of the caller terminal transmission further include:
Detecting operator attendance, the line is busy whether rate is greater than preset threshold；
If so, entering step: sending and handle corresponding second navigation menu of instruction to described with institute voice traffic
Electric terminals are simultaneously cut off and the call connection between the caller terminal.
In addition, the telephone customer service equipment includes: storage the present invention also provides a kind of telephone customer service equipment
Device, processor and it is stored in the telephone customer service program that can be run on the memory and on the processor, the electricity
The step of words client application realizes telephone customer service method as described above when being executed by the processor.
In addition, being applied to computer the present invention also provides a kind of readable storage medium storing program for executing, being stored on the readable storage medium storing program for executing
There is telephone customer service program, the telephone customer service program realizes telephone customer clothes as described above when being executed by processor
The step of business method.
The present invention sends business handling navigation information to the caller terminal by establishing after call connection with caller terminal；
The business handling navigation information includes Voice Navigation prompt and the first navigation menu corresponding with Voice Navigation prompt；When
After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, the selection instruction pair is identified
Whether the business answered is manual service；If the corresponding business of the selection instruction is not manual service, cutting and the incoming call
Call connection between terminal, responds the selection instruction based on first navigation menu；As a result, in the customer service of connecting subscribers participating
After hot line incoming call, while prompting user to select business by playing Voice Navigation, shows in user terminal and mentioned with Voice Navigation
Show that corresponding first navigation menu needs the business handled to select for user's click, user can click directly on the first navigation
Menu handles process to select corresponding business to enter, into some business after further according to the first navigation menu next step guide
It is self-service to handle simple unartificial service business；It solves in the prior art, user will be handled simple non-by customer service hotline
When manual service business, the business handled of needs could be clicked after needing waiting voice navigation all to finish, then root again
The problem of time-consuming long, inefficiency according to business handling caused by voice prompting step by step button operation, poor user experience, this
Invention telephone customer service method greatly reduces inessential waiting time of the user by customer service hotline transacting business when,
The efficiency that user passes through customer service hotline transacting business is improved, the business handling experience of user is improved.
Detailed description of the invention
A kind of hardware structural diagram of Fig. 1 telephone customer service equipment of each embodiment to realize the present invention；
Fig. 2 is a kind of communications network system architecture diagram provided in an embodiment of the present invention；
Fig. 3 is the flow diagram of telephone customer service method first embodiment of the present invention；
Fig. 4 is the schematic diagram of a scenario of user terminal in one embodiment of telephone customer service method of the present invention；
Fig. 5 is the refinement step schematic diagram of step S100 in telephone customer service method first embodiment of the present invention；
Fig. 6 is the refinement step schematic diagram of step S200 in telephone customer service method first embodiment of the present invention；
Fig. 7 is the flow diagram of telephone customer service method second embodiment of the present invention；
Fig. 8 is the flow diagram of telephone customer service method 3rd embodiment of the present invention；
Fig. 9 is the flow diagram of telephone customer service method fourth embodiment of the present invention；
Figure 10 is the flow diagram of the 5th embodiment of telephone customer service method of the present invention.
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific embodiment
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, it is not intended to limit the present invention.
In subsequent description, it is only using the suffix for indicating such as " module ", " component " or " unit " of element
Be conducive to explanation of the invention, itself there is no a specific meaning.Therefore, " module ", " component " or " unit " can mix
Ground uses.
Terminal can be implemented in a variety of manners.For example, terminal described in the present invention may include such as mobile phone, plate
Computer, laptop, palm PC, personal digital assistant (Personal Digital Assistant, PDA), portable
Media player (Portable Media Player, PMP), navigation device, wearable device, Intelligent bracelet, pedometer etc. move
The fixed terminals such as dynamic terminal, and number TV, desktop computer.
It will be illustrated by taking mobile terminal as an example in subsequent descriptions, it will be appreciated by those skilled in the art that in addition to special
Except element for moving purpose, the construction of embodiment according to the present invention can also apply to the terminal of fixed type.
Referring to Fig. 1, a kind of hardware structural diagram of its mobile terminal of each embodiment to realize the present invention, the shifting
Dynamic terminal 100 may include: RF (Radio Frequency, radio frequency) unit 101, WiFi module 102, audio output unit
103, A/V (audio/video) input unit 104, sensor 105, display unit 106, user input unit 107, interface unit
108, the components such as memory 109, processor 110 and power supply 111.It will be understood by those skilled in the art that shown in Fig. 1
Mobile terminal structure does not constitute the restriction to mobile terminal, and mobile terminal may include components more more or fewer than diagram,
Perhaps certain components or different component layouts are combined.
It is specifically introduced below with reference to all parts of the Fig. 1 to mobile terminal:
Radio frequency unit 101 can be used for receiving and sending messages or communication process in, signal sends and receivees, specifically, by base station
Downlink information receive after, to processor 110 handle；In addition, the data of uplink are sent to base station.In general, radio frequency unit 101
Including but not limited to antenna, at least one amplifier, transceiver, coupler, low-noise amplifier, duplexer etc..In addition, penetrating
Frequency unit 101 can also be communicated with network and other equipment by wireless communication.Any communication can be used in above-mentioned wireless communication
Standard or agreement, including but not limited to GSM (Global System of Mobile communication, global system for mobile telecommunications
System), GPRS (General Packet Radio Service, general packet radio service), CDMA2000 (Code
Division Multiple Access 2000, CDMA 2000), WCDMA (Wideband Code Division
Multiple Access, wideband code division multiple access), TD-SCDMA (Time Division-Synchronous Code
Division Multiple Access, TD SDMA), FDD-LTE (Frequency Division
Duplexing-Long Term Evolution, frequency division duplex long term evolution) and TDD-LTE (Time Division
Duplexing-Long Term Evolution, time division duplex long term evolution) etc..
WiFi belongs to short range wireless transmission technology, and mobile terminal can help user to receive and dispatch electricity by WiFi module 102
Sub- mail, browsing webpage and access streaming video etc., it provides wireless broadband internet access for user.Although Fig. 1 shows
Go out WiFi module 102, but it is understood that, and it is not belonging to must be configured into for mobile terminal, it completely can be according to need
It to omit within the scope of not changing the essence of the invention.
Audio output unit 103 can be in call signal reception pattern, call mode, record mould in mobile terminal 100
When under the isotypes such as formula, speech recognition mode, broadcast reception mode, by radio frequency unit 101 or WiFi module 102 it is received or
The audio data stored in memory 109 is converted into audio signal and exports to be sound.Moreover, audio output unit 103
Audio output relevant to the specific function that mobile terminal 100 executes can also be provided (for example, call signal receives sound, disappears
Breath receives sound etc.).Audio output unit 103 may include loudspeaker, buzzer etc..
A/V input unit 104 is for receiving audio or video signal.A/V input unit 104 may include graphics processor
(Graphics Processing Unit, GPU) 1041 and microphone 1042, graphics processor 1041 is in video acquisition mode
Or the image data of the static images or video obtained in image capture mode by image capture apparatus (such as camera) carries out
Reason.Treated, and picture frame may be displayed on display unit 106.Through graphics processor 1041, treated that picture frame can be deposited
Storage is sent in memory 109 (or other storage mediums) or via radio frequency unit 101 or WiFi module 102.Mike
Wind 1042 can connect in telephone calling model, logging mode, speech recognition mode etc. operational mode via microphone 1042
Quiet down sound (audio data), and can be audio data by such acoustic processing.Audio that treated (voice) data can
To be converted to the format output that can be sent to mobile communication base station via radio frequency unit 101 in the case where telephone calling model.
Microphone 1042 can be implemented various types of noises elimination (or inhibition) algorithms and send and receive sound to eliminate (or inhibition)
The noise generated during frequency signal or interference.
Mobile terminal 100 further includes at least one sensor 105, such as optical sensor, motion sensor and other biographies
Sensor.Specifically, optical sensor includes ambient light sensor and proximity sensor, wherein ambient light sensor can be according to environment
The light and shade of light adjusts the brightness of display panel 1061, and proximity sensor can close when mobile terminal 100 is moved in one's ear
Display panel 1061 and/or backlight.As a kind of motion sensor, accelerometer sensor can detect in all directions (general
For three axis) size of acceleration, it can detect that size and the direction of gravity when static, can be used to identify the application of mobile phone posture
(such as horizontal/vertical screen switching, dependent game, magnetometer pose calibrating), Vibration identification correlation function (such as pedometer, percussion) etc.；
The fingerprint sensor that can also configure as mobile phone, pressure sensor, iris sensor, molecule sensor, gyroscope, barometer,
Other sensors such as hygrometer, thermometer, infrared sensor, details are not described herein.
Display unit 106 is for showing information input by user or being supplied to the information of user.Display unit 106 can wrap
Display panel 1061 is included, liquid crystal display (Liquid Crystal Display, LCD), Organic Light Emitting Diode can be used
Forms such as (Organic Light-Emitting Diode, OLED) configure display panel 1061.
User input unit 107 can be used for receiving the number or character information of input, and generate the use with mobile terminal
Family setting and the related key signals input of function control.Specifically, user input unit 107 may include touch panel 1071 with
And other input equipments 1072.Touch panel 1071, also referred to as touch screen collect the touch operation of user on it or nearby
(for example user uses any suitable objects or attachment such as finger, stylus on touch panel 1071 or in touch panel 1071
Neighbouring operation), and corresponding attachment device is driven according to preset formula.Touch panel 1071 may include touch detection
Two parts of device and touch controller.Wherein, the touch orientation of touch detecting apparatus detection user, and detect touch operation band
The signal come, transmits a signal to touch controller；Touch controller receives touch information from touch detecting apparatus, and by it
It is converted into contact coordinate, then gives processor 110, and order that processor 110 is sent can be received and executed.In addition, can
To realize touch panel 1071 using multiple types such as resistance-type, condenser type, infrared ray and surface acoustic waves.In addition to touch panel
1071, user input unit 107 can also include other input equipments 1072.Specifically, other input equipments 1072 can wrap
It includes but is not limited in physical keyboard, function key (such as volume control button, switch key etc.), trace ball, mouse, operating stick etc.
It is one or more, specifically herein without limitation.
Further, touch panel 1071 can cover display panel 1061, when touch panel 1071 detect on it or
After neighbouring touch operation, processor 110 is sent to determine the type of touch event, is followed by subsequent processing device 110 according to touch thing
The type of part provides corresponding visual output on display panel 1061.Although in Fig. 1, touch panel 1071 and display panel
1061 be the function that outputs and inputs of realizing mobile terminal as two independent components, but in certain embodiments, it can
The function that outputs and inputs of mobile terminal is realized so that touch panel 1071 and display panel 1061 is integrated, is not done herein specifically
It limits.
Interface unit 108 be used as at least one external device (ED) connect with mobile terminal 100 can by interface.For example,
External device (ED) may include wired or wireless headphone port, external power supply (or battery charger) port, wired or nothing
Line data port, memory card port, the port for connecting the device with identification module, audio input/output (I/O) end
Mouth, video i/o port, ear port etc..Interface unit 108 can be used for receiving the input from external device (ED) (for example, number
It is believed that breath, electric power etc.) and the input received is transferred to one or more elements in mobile terminal 100 or can be with
For transmitting data between mobile terminal 100 and external device (ED).
Memory 109 can be used for storing software program and various data.Memory 109 can mainly include storing program area
The storage data area and, wherein storing program area can (such as the sound of application software needed for storage program area, at least one function
Sound playing function, image player function etc.) etc.；Storage data area can store according to mobile phone use created data (such as
Audio data, phone directory etc.) etc..In addition, memory 109 may include high-speed random access memory, it can also include non-easy
The property lost memory, a for example, at least disk memory, flush memory device or other volatile solid-state parts.
Processor 110 is the control centre of mobile terminal, utilizes each of various interfaces and the entire mobile terminal of connection
A part by running or execute the software program and/or module that are stored in memory 109, and calls and is stored in storage
Data in device 109 execute the various functions and processing data of mobile terminal, to carry out integral monitoring to mobile terminal.Place
Managing device 110 may include one or more processing units；Preferably, processor 110 can integrate application processor and modulatedemodulate is mediated
Manage device, wherein the main processing operation system of application processor, user interface and application software etc., modem processor is main
Processing wireless communication.It is understood that above-mentioned modem processor can not also be integrated into processor 110.
Mobile terminal 100 can also include the power supply 111 (such as battery) powered to all parts, it is preferred that power supply 111
Can be logically contiguous by power-supply management system and processor 110, to realize management charging by power-supply management system, put
The functions such as electricity and power managed.
Although Fig. 1 is not shown, mobile terminal 100 can also be including bluetooth module etc., and details are not described herein.
Telephone customer service equipment of the present invention can be mobile terminal, be based on above-mentioned mobile terminal hardware configuration, propose this
Each embodiment of invention telephone customer service equipment.
Please refer to Fig. 1, in an embodiment of telephone customer service equipment of the present invention, the equipment include: memory 109,
Processor 110 and it is stored in the telephone customer service program that can be run on the memory 109 and on the processor 110,
The telephone customer service program performs the steps of when being executed by the processor 110
It is established after call connection with caller terminal and sends business handling navigation information to the caller terminal；The business is done
Reason navigation information includes Voice Navigation prompt and the first navigation menu corresponding with Voice Navigation prompt；
After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, described in identification
Whether the corresponding business of selection instruction is manual service；
If the corresponding business of the selection instruction is not manual service, the call between cutting and the caller terminal connects
It connects, the selection instruction is responded based on first navigation menu.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
If the corresponding business of the selection instruction is manual service, in response to the selection instruction, the incoming call is received
The user speech business handling instruction that terminal is sent；
It sends and handles corresponding second navigation menu of instruction to the caller terminal and cutting and institute with institute voice traffic
State the call connection between caller terminal；
The operational order based on second navigation menu that caller terminal is sent is detected, and responds the operational order.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
Identification institute's voice traffic handles the preset keyword that instruction includes；
According to the keyword recognized, it is whole to the incoming call to send the second navigation menu corresponding with the keyword
End, the call between cutting and the caller terminal connect.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
In response to the call request that caller terminal is sent, call connection is established with the caller terminal, and is obtained described next
The terminal iidentification of electric terminals；
It is connected based on the call, sends Voice Navigation and prompt to the caller terminal and play, the first operation of display circle
Face is in the screen of the caller terminal；
According to the terminal iidentification, it is whole to the incoming call to send the first navigation menu corresponding with Voice Navigation prompt
End, and first navigation menu is shown in the second operation interface of the screen, first operation interface and described the
Two operation interfaces are arranged according to default distribution rule.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
It receives selection instruction that the user that caller terminal is sent input based on first operation interface or is based on described the
The selection instruction of two operation interfaces input；
Identify whether the corresponding business of the selection instruction is manual service.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
Based on the terminal iidentification, the history call record of the caller terminal is obtained；
According to the number of different business selection in history call record, determine that different business is aobvious in the first navigation menu
The priority shown.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
Based on the terminal iidentification, the business that the caller terminal has been opened is obtained；
According to the business opened, the priority that different business is shown in the first navigation menu is determined.
Further, it is also performed the steps of when the telephone customer service program is executed by the processor 110
Detecting operator attendance, the line is busy whether rate is greater than preset threshold；
If so, entering step: sending and handle corresponding second navigation menu of instruction to described with institute voice traffic
Electric terminals are simultaneously cut off and the call connection between the caller terminal.
Each specific implementation of the specific embodiment of telephone customer service equipment of the present invention and following telephone customer service methods
Example is essentially identical, and therefore not to repeat here.
Embodiment to facilitate the understanding of the present invention, the communications network system that mobile terminal of the invention is based below into
Row description.
Referring to Fig. 2, Fig. 2 is a kind of communications network system architecture diagram provided in an embodiment of the present invention, the communication network system
System is the LTE system of universal mobile communications technology, which includes UE (User Equipment, the use of successively communication connection
Family equipment) (the land Evolved UMTS Terrestrial Radio Access Network, evolved UMTS 201, E-UTRAN
Ground wireless access network) 202, EPC (Evolved Packet Core, evolved packet-based core networks) 203 and operator IP operation
204。
Specifically, UE201 can be above-mentioned terminal 100, and details are not described herein again.
E-UTRAN202 includes eNodeB2021 and other eNodeB2022 etc..Wherein, eNodeB2021 can be by returning
Journey (backhaul) (such as X2 interface) is connect with other eNodeB2022, and eNodeB2021 is connected to EPC203,
ENodeB2021 can provide the access of UE201 to EPC203.
EPC203 may include MME (Mobility Management Entity, mobility management entity) 2031, HSS
(Home Subscriber Server, home subscriber server) 2032, other MME2033, SGW (Serving Gate Way,
Gateway) 2034, PGW (PDN Gate Way, grouped data network gateway) 2035 and PCRF (Policy and
Charging Rules Function, policy and rate functional entity) 2036 etc..Wherein, MME2031 be processing UE201 and
The control node of signaling, provides carrying and connection management between EPC203.HSS2032 is all to manage for providing some registers
Such as the function of home location register (not shown) etc, and preserves some related service features, data rates etc. and use
The dedicated information in family.All customer data can be sent by SGW2034, and PGW2035 can provide the IP of UE 201
Address distribution and other functions, PCRF2036 are strategy and the charging control strategic decision-making of business data flow and IP bearing resource
Point, it selects and provides available strategy and charging control decision with charge execution function unit (not shown) for strategy.
IP operation 204 may include internet, Intranet, IMS (IP Multimedia Subsystem, IP multimedia
System) or other IP operations etc..
Although above-mentioned be described by taking LTE system as an example, those skilled in the art should know the present invention is not only
Suitable for LTE system, be readily applicable to other wireless communication systems, such as GSM, CDMA2000, WCDMA, TD-SCDMA with
And the following new network system etc., herein without limitation.
Based on above-mentioned hardware configuration and communications network system, each implementation of telephone customer service method of the present invention is proposed
Example.
The present invention provides a kind of telephone customer service method.
It is the flow diagram of telephone customer service method first embodiment of the present invention, the method packet referring to Fig. 3, Fig. 3
It includes:
Step S100 is established after call connection with caller terminal and is sent business handling navigation information to the caller terminal；
Wherein, the business handling navigation information includes Voice Navigation prompt and the first navigation dish corresponding with Voice Navigation prompt
It is single；
Telephone customer service method of the present invention is applied in telephone customer service equipment, and telephone customer service equipment can be
Mobile terminal, customer service hotline provides convenient and fast business handling service by modes such as artificial, automatic speech for user, various
The enterprise of scale, such as operator, bank, government department all provide customer helpline；By taking operator as an example, user puts through visitor
After taking hot line, Voice Navigation can be entered to prompt user to select to need the business handled, such as: telephone expenses inquiry please by 1, supplement with money please by
2 ..., for manual service please by 0 etc., user will handle a certain business, when especially handling simple unartificial service business, need
Waiting voice navigation could click the business handled of needs after finishing, then further according to voice prompting key step by step
Operation, user need to expend a large amount of waiting time and carry out waiting voice system and broadcast non-business service needed for oneself, and business is done
The time-consuming long, inefficiency of reason, poor user experience.
In the present embodiment, telephone customer service equipment and caller terminal are established transmission business handling navigation after call connects and are believed
It ceases to the caller terminal；Wherein, the business handling navigation information includes Voice Navigation prompt and mentions with the Voice Navigation
Show corresponding first navigation menu.When user dials customer service hotline by caller terminal and handles related service, it is different from existing skill
Art, will while playing Voice Navigation prompt after phone is connected in the call request that telephone customer service equipment responds caller terminal
The first navigation menu corresponding with the business handling function of Voice Navigation prompt is sent to caller terminal and is shown in caller terminal
Screen, as an implementation, after the incoming call of connecting subscribers participating terminal, the screen of user terminal shows the first operation interface,
First operation interface the keys such as has dialing keyboard, hangs up click for user to select；Telephone customer service equipment will be with Voice Navigation
After prompting corresponding first navigation menu to be sent to caller terminal, the first navigation menu is shown in the second behaviour of user terminal screen
Make on interface, the first navigation menu shows business key corresponding with Voice Navigation and clicks for user, such as telephone expenses inquiry, fills
The keys such as value, manual service, the first operation interface and the second operation interface be not be overlapped or partly overlaps or the second operation interface is outstanding
Float on some angle of the first operation interface, the present embodiment is not particularly limited, it is ensured that user can prompt logical according to Voice Navigation
It crosses business or user that the selection of the first operation interface needs to handle and the second behaviour is passed through according to the prompt of the text of the first navigation menu
Make the business that interface selection needs to handle, referring to fig. 4, Fig. 4 is to send a telegram here eventually in one embodiment of telephone customer service method of the present invention
The schematic diagram of a scenario at end clicks the second operation interface if user's selection is prompted according to the text of the first navigation menu to handle industry
Business, then can click directly on the second operation interface after closing of the circuit and carry out transacting business, avoid user in the prior art and pass through
When customer service hotline will handle a certain business, the business clicked and need to handle just can be carried out after needing waiting voice navigation to finish
Long problem of caused waiting time.
It further, is the refinement step schematic diagram of step S100 in Fig. 3 referring to Fig. 5, Fig. 5, in other embodiments, step
Rapid S100, it may include following for establishing with caller terminal and sending business handling navigation information to the caller terminal after call connection
Refinement step:
Step S101 establishes call connection with the caller terminal, and obtain in response to the call request that caller terminal is sent
Take the terminal iidentification of the caller terminal；
Step S102 is connected based on the call, is sent Voice Navigation and is prompted to the caller terminal and play, shows the
One operation interface is in the screen of the caller terminal；
Step S103 sends the first navigation menu corresponding with Voice Navigation prompt extremely according to the terminal iidentification
The caller terminal, and first navigation menu is shown in the second operation interface of the screen；Wherein, first behaviour
Make interface and second operation interface is arranged according to default distribution rule.
Specifically, telephone customer service equipment responds the calling after the call request for receiving caller terminal transmission
Request establishes call connection with caller terminal, and obtains the terminal iidentification of the caller terminal, and the terminal iidentification of caller terminal can
To be IMEI code (the International Mobile Equipment of the phone number of caller terminal, caller terminal
Identity, international mobile equipment identification number).Call based on the telephone customer service equipment and caller terminal connects shape
State sends Voice Navigation and prompts to the caller terminal and play, the first operation interface of display in the screen of the caller terminal,
It plays Voice Navigation prompt, and show that there is dialing keyboard, the keys such as hang up and click the of selection for user in user terminal
One operation interface.Using the terminal iidentification of the caller terminal got as basis of characterization, corresponding business handling client is issued i.e.
Corresponding with Voice Navigation prompt the first navigation menu is sent to the caller terminal, and first navigation menu is shown
It is shown in the second operation interface of the screen, the first navigation menu shows business key corresponding with Voice Navigation for user's point
It hits, such as telephone expenses are inquired, supplemented with money, manual service key, default distribution rule can be the first operation interface and the second operation circle
Face is not overlapped or partly overlaps or the second operation interface is suspended in some angle of the first operation interface, and the present embodiment does not do specific limit
System, it is ensured that user can be prompted to need by the selection of the first operation interface according to Voice Navigation the business handled or user according to
The business that the text prompt of first navigation menu needs to handle by the selection of the second operation interface.
It establishes after call connection after sending business handling navigation information to the caller terminal, enters step with caller terminal
S200。
Step S200 is directed to the selection instruction that the business handling navigation information is sent when receiving the caller terminal
Afterwards, identify whether the corresponding business of the selection instruction is manual service；
In the present embodiment, after user terminal connects customer service hotline, user can choose to be prompted according to existing Voice Navigation
Input selection instruction carry out transacting business, may not necessarily also listen to Voice Navigation, directly select with the Voice Navigation prompt pair
Selection instruction is directly inputted in the first navigation menu answered and carrys out transacting business, specifically, based on the business that user needs to handle
Simple business when, user can directly select corresponding business in the first navigation menu, click selection, as telephone expenses inquiry,
Business handling process can be entered by supplementing with money etc., if the business for not having user to need to handle in the first navigation menu, user is first
Manual service is clicked in navigation menu, all finishes the industry to be handled of rear reselection without waiting voice navigation hint again
Business, saves the time of business handling.
It further, is the refinement step schematic diagram of step S200 in Fig. 3 referring to Fig. 6, Fig. 6, in other embodiments, step
Rapid S200, after receiving the selection instruction that the caller terminal is sent for the business handling navigation information, described in identification
It may include following refinement step that whether the corresponding business of selection instruction, which is manual service:
Step S201 receives selection instruction or base that the user that caller terminal is sent is inputted based on first operation interface
In the selection instruction of second operation interface input；
Step S202 identifies whether the corresponding business of the selection instruction is manual service.
User prompts to input selection instruction in the first operation interface or according to the industry of the first navigation menu according to Voice Navigation
The selection instruction guided and inputted in the second operation interface is handled in business, identifies whether the corresponding business of the selection instruction is people's work clothes
Business.
Step S300, if the corresponding business of the selection instruction is not manual service, cutting with the caller terminal it
Between call connection, the selection instruction is responded based on first navigation menu.
In the present embodiment, it if the business that user needs to handle is simple basic business, when not needing manual service, uses
Family is guided after the selection instruction that the second operation interface inputs according to the business handling of the first navigation menu, and telephone customer service is set
The standby call with user terminal connect cutting, and user is according to the guide of the first navigation menu, in conjunction with the business currently to be handled, after
Continuous first navigation menu of clicking is submitted to complete to handle instruction, receives the business that telephone customer service equipment is sent to the user terminal
It handles as a result, carrying out transacting business without being used in enter after the process for wanting transacting business to operate step by step further according to voice prompting, originally
Embodiment realizes the customer service hotline transacting business of menu, and user is after connecting customer service hotline and user's entrance will specifically be done
Do not have to carry out business handling operation according to intelligent voice prompt after the business of reason, but is directly selected in the first navigation menu
The business to be handled, into the business to be handled after according to the guide of the first navigation menu continue select the detailed programs to be handled
It submits, obtains business handling as a result, reducing idle waiting time of the user by customer service hotline transacting business when as a result, mention
Business handling efficiency is risen.
The present embodiment is whole to the incoming call by transmission business handling navigation information after establishing call connection with caller terminal
End；The business handling navigation information includes Voice Navigation prompt and the first navigation dish corresponding with Voice Navigation prompt
It is single；After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, the selection is identified
Instruct whether corresponding business is manual service；If the corresponding business of the selection instruction is not manual service, cutting and institute
The call connection between caller terminal is stated, the selection instruction is responded based on first navigation menu；As a result, in connecting subscribers participating
Incoming call after, by play Voice Navigation prompt user select business while, user terminal show with Voice Navigation prompt
Corresponding first navigation menu selects the business for needing to handle for user, and user can click directly on the selection pair of the first navigation menu
The business answered, which enters, handles process, then handles simple unartificial service business by the way that the guide of the first navigation menu is self-service, and
All finish reselection business without waiting for Voice Navigation prompt, without after having selected to need the business handled again
It is operated a step by a step come transacting business according to voice prompting, when greatly reducing user by customer service hotline transacting business
The inessential waiting time improves the efficiency that user passes through customer service hotline transacting business, improves the business handling of user
Experience.
It further, is the flow diagram of telephone customer service method second embodiment of the present invention referring to Fig. 7, Fig. 7.Base
In above-mentioned embodiment shown in Fig. 3, step S200 is sent out when receiving the caller terminal for the business handling navigation information
After the selection instruction sent, after identifying the step of whether corresponding business of the selection instruction is manual service further include:
Step S400, in response to the selection instruction, is received if the corresponding business of the selection instruction is manual service
The user speech business handling instruction that the caller terminal is sent；
Step S500 sends and handles corresponding second navigation menu of instruction to the caller terminal simultaneously with institute voice traffic
Call between cutting and the caller terminal connects；
Step S600, the operational order based on second navigation menu that detecting caller terminal is sent, and described in response
Operational order.
In the present embodiment, after user terminal connects customer service hotline, boundary is operated second according to the guide of the first navigation menu
Face input selection instruction will be used after equipment, which recognizes user from the selection instruction that caller terminal is sent, has selected manual service
Family terminal is switched to manual service, receives the user speech business handling instruction that the caller terminal is sent, and identify user's
The business handling demand that instruction is directed to is handled in voice service, it is to be understood that the first navigation menu interface display is common
Basic business handle guide, if user needs the business handled not show at the interface of the first navigation menu, user's point
The manual service in the first navigation menu is hit, into after manual service, user speech voice is prompted to input the business for needing to handle
I.e. user speech business handling instructs, and according to preset recognition rule, as identified, user speech handles the keyword in instruction, and
Using the keyword recognized as foundation, sends and handle corresponding second navigation menu of instruction to the incoming call with institute voice traffic
Call between terminal and cutting and the caller terminal connects, and issues the service customer end i.e. second that user needs to handle and navigates
Menu to caller terminal, the call of telephone customer service equipment and user terminal connects cutting, telephone customer service equipment sensing
The operational order based on second navigation menu that caller terminal is sent, and the operational order is responded, user leads second
The business that specific choice needs to handle in boat menu, and obtain the business handling result of telephone customer service equipment transmission.
It should be noted that step S400, if the corresponding business of the selection instruction is manual service, in response to described
Selection instruction, receive the step of user speech business handling that the caller terminal is sent instructs can also be that connection is artificial later
Service handles instruction according to the voice service of client by customer service staff and issues the business client that corresponding user needs to handle
End is the second navigation menu to user terminal, then hangs up customer service hotline again, guides user to handle correlation by the second navigation menu
Business, contact staff's connecting subscribers participating hot line incoming call after, only corresponding second navigation menu need to be issued according to user demand i.e.
Can, reduce contact staff the business handling time occupy, and user directly by the second navigation menu guide handle it is relevant
Business reduces the time that user listens to voice broadcast, accelerates business handling efficiency.
Further, as an implementation, if the corresponding business of the selection instruction is manual service, in response to
The selection instruction receives the user speech business handling instruction that the caller terminal is sent, identifies user speech business handling
Instruction, if voice service handle instruction it is corresponding be for business ask questions or opinions and suggestions etc., connect artificial visitor
Clothes are accepted the service of user demand by contact staff.
Further, step S500 sends and handles corresponding second navigation menu of instruction to described with institute voice traffic
The step of call between caller terminal and cutting and the caller terminal connects includes following refinement step:
Identification institute's voice traffic handles the preset keyword that instruction includes；
According to the keyword recognized, it is whole to the incoming call to send the second navigation menu corresponding with the keyword
End, the call between cutting and the caller terminal connect.
Handling instruction such as the voice service of user's input includes preset keyword: printing message registration, then according to identification
The keyword arrived issues the second navigation menu and prints the corresponding business handling client of message registration to caller terminal, user
Guide according to the second navigation menu, which is taken pictures, uploads identity card or fingerprint authentication etc., then obtains the electronic edition of message registration.
The present embodiment by the above-mentioned means, reduce the workload of the customer service staff in customer service hotline service process,
User is based on the first navigation menu and the self-service transacting business of the second navigation menu, accelerates business handling speed, reduces user
The unnecessary idle waiting time promotes the business handling experience of user.
It further, is the flow diagram of telephone customer service method 3rd embodiment of the present invention referring to Fig. 8, Fig. 8.Base
In above-mentioned first embodiment, step S102 is connected based on the call, is sent Voice Navigation and is prompted to the caller terminal and broadcast
It puts, before the first operation interface of display is in the screen of the caller terminal the step of further include:
Step S110 is based on the terminal iidentification, obtains the history call record of the caller terminal；
Step S120 is determined in the first navigation menu according to the number of different business selection in history call record
The priority that different business is shown.
In the present embodiment, according to telephone number, the IMEI code of the terminal iidentification of caller terminal, such as terminal caller, transfer
Caller terminal dials the history call record of customer service hotline, according to history call record in the number that is selected of different business,
Determine the priority that different business is shown in the first navigation menu, specifically, by history call record in client selection business
Handling the most service definition of number is highest priority, the high business of preferential display priority in the first navigation menu, sheet
Behavioural habits of the embodiment based on user, it is preferential to show that the highest business handling of user's frequency of usage is guided, promote business handling
Speed and user business handling experience.
It further, is the flow diagram of telephone customer service method fourth embodiment of the present invention referring to Fig. 9, Fig. 9.Base
In above-mentioned first embodiment, step S102 is connected based on the call, is sent Voice Navigation and is prompted to the caller terminal and broadcast
It puts, before the first operation interface of display is in the screen of the caller terminal the step of further include:
Step S130 is based on the terminal iidentification, obtains the business that the caller terminal has been opened；
Step S140 determines the priority that different business is shown in the first navigation menu according to the business opened.
In the present embodiment, according to telephone number, the IMEI code of the terminal iidentification of caller terminal, such as terminal caller, transfer
The business that caller terminal has been opened determines the priority that different business is shown in the first navigation menu according to the business opened,
Specifically, the business that caller terminal has been opened preferentially is shown in the first navigation menu, such as in bank's customer service hotline scene
In, business such as credit card management that user has opened, the finance product isopreference opened are shown in the first navigation menu, this
Embodiment shows that business handling is guided based on the consumption habit of user, promotes the speed of business handling and the business handling body of user
It tests.
Further, referring to Fig.1 0, Figure 10 be telephone customer service method fourth embodiment of the present invention flow diagram.
Based on above-mentioned second embodiment, step S400, if the corresponding business of the selection instruction is manual service, in response to the choosing
After the step of selecting instruction, receiving the user speech business handling instruction that the caller terminal is sent further include:
Step S401 detects operator attendance the line is busy whether rate is greater than preset threshold；
If so, enter step S500, sends and handle corresponding second navigation menu of instruction to institute with institute voice traffic
It states caller terminal and cuts off the call between the caller terminal and connect.
In the present embodiment, as an implementation, if the corresponding business of the selection instruction is manual service, respond
In the selection instruction, the user speech business handling instruction that the caller terminal is sent is received, detection current manual's service
Whether rate that the line is busy is greater than preset threshold, if more than it is busy then to illustrate that current manual attends a banquet, user needs operator attendance service then to need
It waiting for a long time, preset threshold can voluntarily be set on demand, and the present embodiment is not particularly limited, if current manual's service
Rate that the line is busy is greater than preset threshold, sends handle corresponding second navigation menu of instruction to the incoming call with institute voice traffic at this time
Call between terminal and cutting and the caller terminal connects, and guides client to carry out business handling based on the second navigation menu,
Avoid client's waiting time too long caused by poor user experience the problem of, improve the efficiency of business handling, improve user
Usage experience and user viscosity.
The present invention also provides a kind of telephone customer service equipment, the equipment includes: memory, processor and is stored in institute
The telephone customer service program that can be run on memory and on the processor is stated, the telephone customer service program is described
The step of processor realizes telephone customer service method as described above when executing.
The telephone customer service program wherein run on the processor, which is performed realized method, can refer to this
The embodiment of invention telephone customer service method, details are not described herein.
The present invention also provides a kind of computer readable storage medium, phone is stored on the computer readable storage medium
Client application, the telephone customer service program realize telephone customer service method as described above when being executed by processor
The step of, wherein the telephone customer service program run on the processor, which is performed realized method, can refer to this hair
Bright telephone customer service embodiment of the method, details are not described herein.
It should be noted that, in this document, the terms "include", "comprise" or its any other variant are intended to non-row
His property includes, so that the process, method, article or the device that include a series of elements not only include those elements, and
And further include the other elements being not explicitly listed, or further include for this process, method, article or device institute it is intrinsic
Element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including being somebody's turn to do
There is also other identical elements in the process, method of element, article or device.
The serial number of the above embodiments of the invention is only for description, does not represent the advantages or disadvantages of the embodiments.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can be realized by means of software and necessary general hardware platform, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on this understanding, technical solution of the present invention substantially in other words does the prior art
The part contributed out can be embodied in the form of software products, which is stored in a storage medium
In (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that a terminal (can be mobile phone, computer, service
Device, air conditioner or network equipment etc.) execute method described in each embodiment of the present invention.
The embodiment of the present invention is described with above attached drawing, but the invention is not limited to above-mentioned specific
Embodiment, the above mentioned embodiment is only schematical, rather than restrictive, those skilled in the art
Under the inspiration of the present invention, without breaking away from the scope protected by the purposes and claims of the present invention, it can also make very much
Form, all of these belong to the protection of the present invention.
Claims (10)
1. a kind of telephone customer service method, which is characterized in that the telephone customer service method includes the following steps:
It is established after call connection with caller terminal and sends business handling navigation information to the caller terminal；The business handling is led
Boat information includes Voice Navigation prompt and the first navigation menu corresponding with Voice Navigation prompt；
After receiving the selection instruction that the caller terminal is sent for the business handling navigation information, the selection is identified
Instruct whether corresponding business is manual service；
If the corresponding business of the selection instruction is not manual service, cuts off and is connected the call between the caller terminal,
The selection instruction is responded based on first navigation menu.
2. telephone customer service method as described in claim 1, which is characterized in that described to receive the caller terminal needle
After the selection instruction sent to the business handling navigation information, identify whether the corresponding business of the selection instruction is people's work clothes
After the step of business further include:
If the corresponding business of the selection instruction is manual service, in response to the selection instruction, the caller terminal is received
The user speech business handling of transmission instructs；
It sends and handles corresponding second navigation menu of instruction to the caller terminal with institute voice traffic and cut off and described
Call connection between electric terminals；
The operational order based on second navigation menu that caller terminal is sent is detected, and responds the operational order.
3. telephone customer service method as claimed in claim 2, which is characterized in that the transmission is handled with institute's voice traffic
Corresponding second navigation menu is instructed to the caller terminal and cuts off the step of call between the caller terminal connects
Include:
Identification institute's voice traffic handles the preset keyword that instruction includes；
According to the keyword recognized, the second navigation menu corresponding with the keyword is sent to the caller terminal,
Call between cutting and the caller terminal connects.
4. telephone customer service method as claimed in any one of claims 1-3, which is characterized in that described to be built with caller terminal
Sending business handling navigation information to the step of caller terminal after vertical call connection includes:
In response to the call request that caller terminal is sent, call connection is established with the caller terminal, and obtain the incoming call eventually
The terminal iidentification at end；
Based on the call connect, send Voice Navigation prompt to the caller terminal and play, display the first operation interface in
The screen of the caller terminal；
According to the terminal iidentification, the first navigation menu corresponding with Voice Navigation prompt is sent to the caller terminal,
And first navigation menu is shown in the second operation interface of the screen, first operation interface and second behaviour
Make interface to be arranged according to default distribution rule.
5. telephone customer service method as claimed in claim 4, which is characterized in that described to receive the caller terminal needle
After the selection instruction sent to the business handling navigation information, identify whether the corresponding business of the selection instruction is people's work clothes
The step of business includes:
Receive the selection instruction or grasp based on described second that the user that caller terminal is sent input based on first operation interface
Make the selection instruction of interface input；
Identify whether the corresponding business of the selection instruction is manual service.
6. telephone customer service method as claimed in claim 5, which is characterized in that it is described to be connected based on the call, it sends
Voice Navigation is prompted to the caller terminal and is played, the first operation interface of display in the screen of the caller terminal the step of it
Before further include:
Based on the terminal iidentification, the history call record of the caller terminal is obtained；
According to the number of different business selection in history call record, determine that different business in the first navigation menu is shown
Priority.
7. telephone customer service method as claimed in claim 5, which is characterized in that it is described to be connected based on the call, it sends
Voice Navigation is prompted to the caller terminal and is played, the first operation interface of display in the screen of the caller terminal the step of it
Before further include:
Based on the terminal iidentification, the business that the caller terminal has been opened is obtained；
According to the business opened, the priority that different business is shown in the first navigation menu is determined.
8. telephone customer service method as claimed in claim 5, which is characterized in that if the corresponding industry of the selection instruction
Business is manual service, then in response to the selection instruction, receives the user speech business handling instruction that the caller terminal is sent
The step of after further include:
Detecting operator attendance, the line is busy whether rate is greater than preset threshold；
If so, entering step: sending and handle corresponding second navigation menu of instruction to the incoming call end with institute voice traffic
It holds and cuts off the connection of the call between the caller terminal.
9. a kind of telephone customer service equipment, which is characterized in that the telephone customer service equipment includes: memory, processor
And it is stored in the telephone customer service program that can be run on the memory and on the processor, the telephone customer service
It realizes when program is executed by the processor such as the step of telephone customer service method described in any item of the claim 1 to 8.
10. a kind of readable storage medium storing program for executing, which is characterized in that be applied to computer, be stored with phone on the readable storage medium storing program for executing
Client application is realized as described in any one of claims 1 to 8 when the telephone customer service program is executed by processor
Telephone customer service method the step of.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811624131.1A CN109525738A (en) | 2018-12-28 | 2018-12-28 | Telephone customer service method, telephone customer service equipment and readable storage medium storing program for executing |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811624131.1A CN109525738A (en) | 2018-12-28 | 2018-12-28 | Telephone customer service method, telephone customer service equipment and readable storage medium storing program for executing |
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| CN113364920A (en) * | 2021-06-09 | 2021-09-07 | 中国银行股份有限公司 | Incoming line request processing method and device and electronic equipment |
| WO2022262800A1 (en) * | 2021-06-17 | 2022-12-22 | 维沃移动通信（杭州）有限公司 | Service name display method and apparatus, electronic device, and storage medium |
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| CN106993089A (en) * | 2017-03-23 | 2017-07-28 | 中国联合网络通信集团有限公司 | The method and apparatus that voice menu is shown |
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| CN103428377A (en) * | 2013-08-08 | 2013-12-04 | 郑圣培 | Visible IVR (Interactive Voice Response) implementation method and system |
| CN106993089A (en) * | 2017-03-23 | 2017-07-28 | 中国联合网络通信集团有限公司 | The method and apparatus that voice menu is shown |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN113364920A (en) * | 2021-06-09 | 2021-09-07 | 中国银行股份有限公司 | Incoming line request processing method and device and electronic equipment |
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Application publication date: 20190326 |
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