CN109544221A - Customer service method, equipment and computer readable storage medium - Google Patents
Customer service method, equipment and computer readable storage medium Download PDFInfo
- Publication number
- CN109544221A CN109544221A CN201811356361.4A CN201811356361A CN109544221A CN 109544221 A CN109544221 A CN 109544221A CN 201811356361 A CN201811356361 A CN 201811356361A CN 109544221 A CN109544221 A CN 109544221A
- Authority
- CN
- China
- Prior art keywords
- information
- customer service
- business
- business information
- service platform
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
- G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
- G06F21/31—User authentication
Landscapes
- Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Theoretical Computer Science (AREA)
- Physics & Mathematics (AREA)
- Development Economics (AREA)
- Strategic Management (AREA)
- General Physics & Mathematics (AREA)
- Finance (AREA)
- Computer Security & Cryptography (AREA)
- Accounting & Taxation (AREA)
- Computer Hardware Design (AREA)
- Entrepreneurship & Innovation (AREA)
- Software Systems (AREA)
- Game Theory and Decision Science (AREA)
- General Engineering & Computer Science (AREA)
- Economics (AREA)
- Marketing (AREA)
- General Business, Economics & Management (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention discloses a kind of customer service methods, this method comprises: when customer service platform receives client traffic information inquiry instruction, show business information query interface, it include several business information query options in the business information query interface, wherein different business information query options corresponds to different types of business；The first choice instruction triggered based on the first business information query option is received, business information is obtained from corresponding operation system according to first choice instruction；The business information that will acquire is shown.The invention also discloses a kind of customer service equipments and a kind of computer readable storage medium.The present invention is able to ascend customer service efficiency, while reducing the learning cost of contact staff.
Description
Technical field
The present invention relates to Internet technical field more particularly to customer service methods, equipment and computer-readable storage medium
Matter.
Background technique
Artificial customer service system is a kind of online service system based on Internet, by the service software of internet in visitor
Session connection is established between family and artificial contact staff, client and contact staff can be by this session connections with text, language
The mode of sound or video is directly linked up.
Currently, be independent from each other between artificial customer service system and each operation system, when client's consultation service problem, visitor
Personnel are taken except artificial customer service system, need to open multiple and different operation systems toward contact to inquire different business problem pair
The business information answered, it is not only cumbersome in this way, but also the business information familiarity of contact staff is required high therefore existing
Artificial customer service mode presence service inefficiency, the high problem of learning cost.
Summary of the invention
It is a primary object of the present invention to propose a kind of customer service method, equipment and computer readable storage medium, purport
Customer service efficiency is being promoted, while reducing the learning cost of contact staff.
To achieve the above object, the present invention provides a kind of customer service method, and the customer service method includes following step
It is rapid:
When customer service platform receives client traffic information inquiry instruction, business information query interface, the business are shown
It include several business information query options in information query interface, wherein different business information query options corresponds to inhomogeneity
The business of type；
Receive first choice instruction trigger based on the first business information query option, according to the first choice instruct from
Business information is obtained in corresponding operation system；
The business information that will acquire is shown.
Optionally, described when customer service platform receives client traffic information inquiry instruction, display business information inquires boundary
Before the step of face, further includes:
Establish the communication connection between customer service platform and preset operation system；
The step of communication connection established between customer service platform and preset operation system includes:
Multiple operation systems are embedded into customer service platform, it is logical between customer service platform and preset operation system to establish
Letter connection；
Alternatively, multiple operation systems are connected by multiple interfaces, to establish between customer service platform and preset operation system
Communication connection.
Optionally, described when customer service platform receives client traffic information inquiry instruction, display business information inquires boundary
Before the step of face, further includes:
Obtain the identification information for being currently accessed the client of customer service platform；
It is described to receive the first choice instruction triggered based on the first business information query option, referred to according to the first choice
It enables before the step of obtaining business information in corresponding operation system, further includes:
The client's essential information corresponding with the identification information pre-saved is obtained, by client's essential information
It is shown in the business information query interface.
Optionally, after the step of identification information for obtaining the client for being currently accessed customer service platform, further includes:
Judge that the identification information whether there is in preset identification information database；
If it exists, it thens follow the steps: when customer service platform receives client traffic information inquiry instruction, showing business information
Query interface.
Optionally, the business information includes non-sensitive business information and sensitive traffic information, the institute that will acquire
Stating the step of business information is shown includes:
It shows the non-sensitive business information, and shows the unlock entrance of the sensitive traffic information；
Receive the unlocking information based on the unlock entrance input；
The unlocking information is verified, when passed the verification, shows the sensitive traffic information.
Optionally, the step of unlocking information received based on the unlock entrance input includes:
Receive contact staff's triggering is manually entered instruction, is manually entered instruction to unlock entrance input according to described
Unlocking information, it is described be manually entered instruction by contact staff based on the speech unlocking information that interactive voice answering system receives and
Triggering；
Alternatively, user is received based on interactive voice answering system to the speech unlocking information of the customer service platform typing,
The speech unlocking information is converted into text unlocking information, and the text unlocking information being converted to is input to described
It unlocks in entrance.
Optionally, the identification information is customer's identity card number, and the unlocking information is customer's identity card number
In include presetting digit capacity continuation character, described the step of verifying to the unlocking information includes:
Judge the presetting digit capacity for including in character and the customer's identity card number based on the unlock entrance input
Whether continuation character is identical；
If they are the same, then determine that the unlocking information verification passes through.
Optionally, described that the unlocking information is verified, when passed the verification, show the sensitive traffic information
After step, further includes:
Receive the second selection instruction for triggering based on the second business information query option, according to second selection instruction from
Corresponding operation system obtains business information, and the business information includes non-sensitive business information and sensitive traffic information；
It the non-sensitive business information and the sensitive traffic information that will acquire while being shown.
In addition, to achieve the above object, the present invention also provides a kind of customer service equipment, the customer service equipment packet
It includes: memory, processor and being stored in the client application that can be run on the memory and on the processor, it is described
Client application realizes the step of customer service method as described above when being executed by the processor.
In addition, to achieve the above object, it is described computer-readable the present invention also provides a kind of computer readable storage medium
Client application is stored on storage medium, the client application realizes client as described above when being executed by processor
The step of method of servicing.
The present invention shows business information query interface, institute when customer service platform receives client traffic information inquiry instruction
Stating includes several business information query options in business information query interface, wherein different business information query options is corresponding
Different types of business；The first choice instruction triggered based on the first business information query option is received, according to first choosing
It selects instruction and obtains business information from corresponding operation system；The business information that will acquire is shown.By above-mentioned
Mode, contact staff is not necessarily in other operation systems of other page opens, and only can need to directly be inquired by customer service platform
Client traffic information, which is easy to operate, and learning cost is low, so that the present invention is able to ascend customer service efficiency, drops simultaneously
The learning cost of low contact staff.
Detailed description of the invention
Fig. 1 is the device structure schematic diagram for the hardware running environment that the embodiment of the present invention is related to；
Fig. 2 is the flow diagram of customer service method first embodiment 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.
The primary solutions of the embodiment of the present invention are: when customer service platform receives client traffic information inquiry instruction,
It shows business information query interface, includes several business information query options in the business information query interface, wherein not
Same business information query option corresponds to different types of business；Receive first triggered based on the first business information query option
Selection instruction obtains business information from corresponding operation system according to first choice instruction；The industry that will acquire
Business information is shown.
Currently, be independent from each other between artificial customer service system and each operation system, when client's consultation service problem, visitor
Personnel are taken except artificial customer service system, need to open multiple and different operation systems toward contact to inquire different business problem pair
The business information answered is equivalent to different address to be switched, just can be carried out information inquiry to different operation system kinds, so not
It is only cumbersome, and height is required to the business information familiarity of contact staff, therefore existing artificial customer service mode exists
The problem that efficiency of service is low, learning cost is high.
The present invention by the above-mentioned means, contact staff without opening other operation systems, and only need to be by customer service platform just
Client traffic information can be directly inquired, which is easy to operate, and learning cost is low, so that the present invention is able to ascend customer service
Efficiency, while reducing the learning cost of contact staff.
As shown in Figure 1, Fig. 1 is the device structure schematic diagram for the hardware running environment that the embodiment of the present invention is related to.
Customer service equipment of the embodiment of the present invention can be PC machine or customer care server equipped with customer service platform.
As shown in Figure 1, the customer service equipment may include: processor 1001, such as CPU, network interface 1004, user
Interface 1003, memory 1005, communication bus 1002.Wherein, communication bus 1002 is for realizing the connection between these components
Communication.User interface 1003 may include display screen (Display), input unit such as keyboard (Keyboard), optional user
Interface 1003 can also include standard wireline interface and wireless interface.Network interface 1004 optionally may include having for standard
Line interface, wireless interface (such as WI-FI interface).Memory 1005 can be high speed RAM memory, be also possible to stable storage
Device (non-volatile memory), such as magnetic disk storage.Memory 1005 optionally can also be independently of aforementioned processing
The storage device of device 1001.
It will be understood by those skilled in the art that device structure shown in Fig. 1 does not constitute the restriction to equipment, can wrap
It includes than illustrating more or fewer components, perhaps combines certain components or different component layouts.
As shown in Figure 1, as may include that operating system, network are logical in a kind of memory 1005 of computer storage medium
Believe module, Subscriber Interface Module SIM and client application.
In terminal shown in Fig. 1, network interface 1004 is mainly used for connecting background server, carries out with background server
Data communication；User interface 1003 is mainly used for connecting client (user terminal), carries out data communication with client；And processor
1001 can be used for calling the client application stored in memory 1005, and execute following operation:
When customer service platform receives client traffic information inquiry instruction, business information query interface, the business are shown
It include several business information query options in information query interface, wherein different business information query options corresponds to inhomogeneity
The business of type；
Receive first choice instruction trigger based on the first business information query option, according to the first choice instruct from
Business information is obtained in corresponding operation system；
The business information that will acquire is shown.
Further, processor 1001 can call the client application stored in memory 1005, also execute following
Operation:
Multiple operation systems are embedded into customer service platform, it is logical between customer service platform and preset operation system to establish
Letter connection；
Alternatively, multiple operation systems are connected by multiple interfaces, to establish between customer service platform and preset operation system
Communication connection.
Further, processor 1001 can call the client application stored in memory 1005, also execute following
Operation:
Obtain the identification information for being currently accessed the client of customer service platform；
It is described to receive the first choice instruction triggered based on the first business information query option, referred to according to the first choice
It enables before the step of obtaining business information in corresponding operation system, further includes:
The client's essential information corresponding with the identification information pre-saved is obtained, by client's essential information
It is shown in the business information query interface.
Further, processor 1001 can call the client application stored in memory 1005, also execute following
Operation:
Judge that the identification information whether there is in preset identification information database；
If it exists, it thens follow the steps: when customer service platform receives client traffic information inquiry instruction, showing business information
Query interface.
Further, the business information includes non-sensitive business information and sensitive traffic information, and processor 1001 can be with
The client application stored in memory 1005 is called, following operation is also executed:
It shows the non-sensitive business information, and shows the unlock entrance of the sensitive traffic information；
Receive the unlocking information based on the unlock entrance input；
The unlocking information is verified, when passed the verification, shows the sensitive traffic information.
Further, processor 1001 can call the client application stored in memory 1005, also execute following
Operation:
Receive contact staff's triggering is manually entered instruction, is manually entered instruction to unlock entrance input according to described
Unlocking information, it is described be manually entered instruction by contact staff based on the speech unlocking information that interactive voice answering system receives and
Triggering；
Alternatively, user is received based on interactive voice answering system to the speech unlocking information of the customer service platform typing,
The speech unlocking information is converted into text unlocking information, and the text unlocking information being converted to is input to described
It unlocks in entrance.
Further, the identification information is customer's identity card number, and the unlocking information is customer's identity card number
Six after code, processor 1001 can call the client application stored in memory 1005, also execute following operation:
Judge the presetting digit capacity for including in character and the customer's identity card number based on the unlock entrance input
Whether continuation character is identical；
If they are the same, then determine that the unlocking information verification passes through.
Further, processor 1001 can call the client application stored in memory 1005, also execute following
Operation:
Receive the second selection instruction for triggering based on the second business information query option, according to second selection instruction from
Corresponding operation system obtains business information, and the business information includes non-sensitive business information and sensitive traffic information；
It the non-sensitive business information and the sensitive traffic information that will acquire while being shown.
The basic phase of each specific embodiment of the specific embodiment of customer service equipment of the present invention and following customer service methods
Together, therefore not to repeat here.
Based on above-mentioned hardware configuration, each embodiment of customer service method of the present invention is proposed.
It is the flow diagram of customer service method first embodiment of the present invention referring to Fig. 2, Fig. 2, which comprises
Step S10 shows business information query interface when customer service platform receives client traffic information inquiry instruction,
It include several business information query options in the business information query interface, wherein different business information query options pair
Answer different types of business；
The present embodiment customer service method is applied to the customer service platform being equipped on customer care server, which passes through
The service software of internet establishes session connection between client and artificial contact staff, and client and contact staff can pass through this
A session connection is directly linked up in a manner of text, voice or video.The application scenarios of the present embodiment can be with are as follows: first
First, client is seeked advice from by customer service platform inlet wire, and contact staff passes through and user links up, and understands the business that user thinks consulting, then
Contact staff triggers client traffic information inquiry instruction on customer service platform to inquire the business information that client wants to know.
When customer service platform receives client traffic information inquiry instruction, a business information query interface, the business are shown
It include several business information query options in information query interface, wherein different business information query options corresponds to inhomogeneity
The business of type.In one embodiment, business information query option can be a kind of hierarchical structure, for example business information inquires boundary
It may include the business information inquiry choosing that " financing ", " business account ", " loan ", " business handling " etc. represent business major class in face
, and include that several business information for representing sub category of business are looked under each business information query option for representing business major class
Ask includes " account information ", " business operation ", " assets information " under option, such as " financing " option again, under " loan " option again
Including " hypothecated loan ", " business finance loan ", " loan for purchasing car ".When it is implemented, the level of business information query option and
Quantity etc. can be according to practical business situation flexible setting.
Step S20 receives the first choice instruction triggered based on the first business information query option, according to first choosing
It selects instruction and obtains business information from corresponding operation system；
After customer platform shows business information query interface, contact staff is based on business information inquiry instruction and finds and visitor
Want the corresponding business information query option of business of inquiry and triggering selection instruction in family；Customer service platform receives first business that is based on
The first choice instruction of information query option triggering, then obtains industry from corresponding operation system according to first choice instruction
It is engaged in information, specific acquisition modes can be with are as follows: customer service platform is by the preset interface for connecting operation system from corresponding business system
Business information is read in system, wherein different operation systems is responsible for handling one or more business.
Further, before above-mentioned steps S10, can also include: establish customer service platform and preset operation system it
Between communication connection.
In the present embodiment, since business event is numerous, different business may be handled by different operation systems, therefore can
The communication connection between customer service platform and preset operation system is pre-established, specifically includes:
1) mode one, multiple operation systems are embedded into customer service platform, to establish customer service platform and preset business system
Communication connection between system.
2) mode two, by multiple interfaces connect multiple operation systems, to establish customer service platform and preset operation system
Between communication connection.So business datum being read from other operation systems for subsequent customer service platform, premise is provided.
It should be appreciated that in the prior art, customer service needs to apply the permission of multiple operation systems to realize to each business system
The permission of the service inquiry of system, each operation system is more dispersed, and application process is complicated, and operation cost is high.
In mode one and mode two, without applying for the permission of multiple operation systems, manpower and material resources, therefore operation cost are reduced
It reduces；Furthermore it is convenient to operate, and without obtaining data to different business systems, operation link is reduced, and reduces the risk of error, efficiency
With accuracy height.
It should be noted that can only apply for a permission, to control multiple operation systems, to realize in mode one
Each operation system is embedded into customer service platform, it is excessive to will lead to customer service permission by the unification of permission, but this mode.Mode
In two, customer service platform establishes connection by interface and operation system, to obtain data from operation system by interface, by connecing
Mouth obtains the data for needing to inquire from operation system, prevents the permission of customer service excessive, realizes the secret protection of business information.This
Outside, also, in mode two, even if to carry out the transformation of fine particulate control authority, as long as the permission for also changing customer service platform is
Can, without changing the permission of each operation system, cost is lower, therefore present invention preferably employs modes two.
Step S30, the business information that will acquire are shown；
In the step, customer service platform shows the above-mentioned business information got.Specifically, customer service platform can be right
The processing such as the business information got is filtered, format is converted, so that business information can be shown according to unified format.
For example for " account information " option under " financing ", can show the basic account information of user, time of such as opening an account, account class
Type, card number etc.；For " business operation " option under " financing ", it can show and the ingresses for service such as report the loss, apply for card；For " financing "
Under " assets information " option, can show total assets overview and Transaction Information of specific product of user etc.；For
" business finance loan " under " loan " can show order information, reference inquiry, refund detail etc..Business information it is specific
Display format when being embodied can flexible setting, the present embodiment is not construed as limiting this.
It should be noted that the customer service platform of the present embodiment is also equipped with manager function, which can be to visitor
The permission for taking personnel is managed collectively, and contact staff need to can only have in registration by the authority application of customer service platform
The permission of other operation system business information is inquired, middle contact staff needs to apply different business systems compared with the prior art
Permission can just inquire the data of each operation system, and this unified rights management mode can simplify authority application process, drop
Low running cost.
The present embodiment shows business information query interface when customer service platform receives client traffic information inquiry instruction,
It include several business information query options in the business information query interface, wherein different business information query options pair
Answer different types of business；The first choice instruction triggered based on the first business information query option is received, according to described first
Selection instruction obtains business information from corresponding operation system；The business information that will acquire is shown.By upper
Mode is stated, contact staff only can need to directly inquire client traffic by customer service platform without opening other operation systems
Information, which is easy to operate, and learning cost is low, so that the present embodiment is able to ascend customer service efficiency, while reducing customer service
The learning cost of personnel.
Further, it is based on customer service method first embodiment of the present invention, proposes customer service method second of the present invention
Embodiment.
It in the present embodiment, can also include: to obtain the client for being currently accessed customer service platform before above-mentioned steps S10
Identification information；At this time before step S20, can also include: obtain it is pre-saving with the identification information pair
The client's essential information answered shows client's essential information in the business information query interface.
Specifically, customer service platform pre-saves the essential information of storage client, and client's essential information and identity
Information association saves；When a certain client accesses customer service platform, need to input oneself identification information in client, the identity
Identification information is used for unique identification client identity, for example can be name, account name, ID card No., cell-phone number etc..Customer service is flat
Platform obtains the identification information for the client being currently accessed, and when client is to when contact staff's consultation service, customer service platform is according to visitor
Take personnel business information inquiry instruction show business information query interface, at this time customer service platform it is available it is pre-saving with
The corresponding client's essential information of the identification information, and client's essential information is shown in business information query interface, with
Client is tentatively understood for contact staff and distinguishes different clients, wherein client's essential information includes but is not limited to name, property
Not, account name, ID card No., reserved cell-phone number etc..
Further, it after the step of identification information for obtaining the client for being currently accessed customer service platform, also wraps
It includes: judging that the identification information whether there is in preset identification information database；If it exists, then step is executed
It is rapid: when customer service platform receives client traffic information inquiry instruction, to show business information query interface.
After getting the identification information of client, customer service platform may determine that the identification information whether there is in
In preset identification information database, and if it exists, illustrate that client registered in platform, subsequent base can be executed at this time
In the business information inquiry operation of the client, if it does not exist, illustrate that client is new user, can guide client to other clothes at this time
Business process, such as introduction to business, registration.
Further, the business information includes non-sensitive business information and sensitive traffic information, described to will acquire
The step of business information is shown includes: the display non-sensitive business information, and shows the sensitive traffic information
Unlock entrance；Receive the unlocking information based on the unlock entrance input；The unlocking information is verified, when verification is logical
It is out-of-date, show the sensitive traffic information.
Wherein, the step of receiving the unlocking information based on the unlock entrance input may include: to receive contact staff's touching
Hair is manually entered instruction, is instructed according to described be manually entered to unlock entrance input unlocking information, described to be manually entered
Instruction is triggered by contact staff based on the speech unlocking information that interactive voice answering system receives；Alternatively, receiving user's base
In interactive voice answering system to the speech unlocking information of the customer service platform typing, the speech unlocking information is converted to
Text unlocking information, and the text unlocking information being converted to is input in the unlock entrance.
Specifically, non-sensitive business information and sensitive traffic information can delimit in advance, for example " account information " delimited
For non-sensitive business information, the transaction details in " assets information " delimited as sensitive traffic information.When customer service platform is from business
After getting business information in system, the non-sensitive business information that will acquire is directly displayed, while showing sensitive traffic letter
The unlock entrance of breath can pass through IVR (Interactive Voice if contact staff wants to check sensitive traffic information
Response, interactive voice answering) system to customer inquiries unlocking information and inputs customer service platform, and customer service platform is to based on solution
The unlocking information for locking mouth input is verified, and when passed the verification, that is, shows sensitive traffic information, wherein unlocking information can
To be password, password etc., when specific implementation, can flexible setting.
In addition, can also be by IVR system to after customer inquiries unlocking information, customer service platform receives the voice of user's input
Unlocking information, and after speech unlocking information is converted to text unlocking information, text unlocking information is verified, verification is worked as
By when, that is, show sensitive traffic information.
Further, it is also possible to be that client is manually entered unlocking information, it is defeated that customer service platform is based on unlock entrance reception user
After the unlocking information entered, unlocking information is verified, when passed the verification, that is, shows sensitive traffic information.By above-mentioned
Mode, contact staff only can just inquire the sensitive traffic information of client under conditions of obtaining client's unlocking information, thus
Business information disclosure risk is reduced, the safety of business information inquiry is improved.
In one embodiment, the identification information is customer's identity card number, and the unlocking information is client's body
The continuation character for the presetting digit capacity for including in part card number at this time carries out the unlocking information such as six after ID card No.
The step of verification may include: judge based on it is described unlock entrance input character and the customer's identity card number in include
Whether the continuation character of presetting digit capacity is identical；If they are the same, then determine that the unlocking information verification passes through.
By the continuation character for the presetting digit capacity that will include in customer's identity card number as unlocking information, it is not only convenient for remembering
Recall, in the case where customer service platform before has got customer's identity card number, is also convenient for verifying the unlocking information.
Further, described that the unlocking information is verified, when passed the verification, show the sensitive traffic information
The step of after, can also include: to receive the second selection instruction for triggering based on the second business information query option, according to described
Second selection instruction obtains business information from corresponding operation system, and the business information includes non-sensitive business information and sensitivity
Business information；It the non-sensitive business information and the sensitive traffic information that will acquire while being shown.
In the present embodiment, after the sensitive traffic information under any business information query option is unlocked display, if after
Continuous contact staff is instructed based on other business information query option triggering selections, then customer service platform can be by corresponding non-sensitive industry
Business information and sensitive traffic information are shown that such contact staff can be directly viewable other business information query options simultaneously
Under sensitive traffic information, without inputting unlocking information again, thus simplify contact staff operation, further improve visitor
Family efficiency of service.
The present invention also provides a kind of computer readable storage mediums.
Client application is stored on computer readable storage medium of the present invention, the client application is by processor
The step of customer service method as described above is realized when execution.
Wherein, the client application run on the processor, which is performed realized method, can refer to the present invention
Customer service embodiment of the method, details are not described herein again.
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 system that include a series of elements not only include those elements, and
And further include other elements that are not explicitly listed, or further include for this process, method, article or system 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 system.
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 one as described above
In storage medium (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that terminal device (it can be mobile phone,
Computer, server, air conditioner or network equipment etc.) execute method described in each embodiment of the present invention.
The above is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of customer service method, which is characterized in that the customer service method includes the following steps:
When customer service platform receives client traffic information inquiry instruction, business information query interface, the business information are shown
In query interface include several business information query options, wherein different business information query options correspond to it is different types of
Business；
The first choice instruction triggered based on the first business information query option is received, is instructed according to the first choice from correspondence
Operation system in obtain business information；
The business information that will acquire is shown.
2. customer service method as described in claim 1, which is characterized in that described when customer service platform receives client traffic letter
Cease inquiry instruction when, show business information query interface the step of before, further includes:
Establish the communication connection between customer service platform and preset operation system；
The step of communication connection established between customer service platform and preset operation system includes:
Multiple operation systems are embedded into customer service platform, with the communication link established between customer service platform and preset operation system
It connects；
Alternatively, multiple operation systems are connected by multiple interfaces, it is logical between customer service platform and preset operation system to establish
Letter connection.
3. customer service method as described in claim 1, which is characterized in that described when customer service platform receives client traffic letter
Cease inquiry instruction when, show business information query interface the step of before, further includes:
Obtain the identification information for being currently accessed the client of customer service platform；
It is described to receive first choice instruction trigger based on the first business information query option, according to the first choice instruct from
Before the step of obtaining business information in corresponding operation system, further includes:
The client's essential information corresponding with the identification information pre-saved is obtained, client's essential information is shown
In the business information query interface.
4. customer service method as claimed in claim 3, which is characterized in that described to obtain the client for being currently accessed customer service platform
Identification information the step of after, further includes:
Judge that the identification information whether there is in preset identification information database；
If it exists, it thens follow the steps: when customer service platform receives client traffic information inquiry instruction, display business information inquiry
Interface.
5. customer service method as described in claim 3 or 4, which is characterized in that the business information includes non-sensitive business
The step of information and sensitive traffic information, the business information that will acquire is shown includes:
It shows the non-sensitive business information, and shows the unlock entrance of the sensitive traffic information；
Receive the unlocking information based on the unlock entrance input；
The unlocking information is verified, when passed the verification, shows the sensitive traffic information.
6. customer service method as claimed in claim 5, which is characterized in that described to receive based on the unlock entrance input
The step of unlocking information includes:
Receive contact staff's triggering is manually entered instruction, is manually entered instruction to unlock entrance input unlock according to described
Information, it is described be manually entered instruction touched by contact staff based on the speech unlocking information that interactive voice answering system receives
Hair；
Alternatively, receiving user based on interactive voice answering system to the speech unlocking information of the customer service platform typing, by institute
Predicate sound unlocking information is converted to text unlocking information, and the text unlocking information being converted to is input to the unlock
In entrance.
7. customer service method as claimed in claim 5, which is characterized in that the identification information is customer's identity card number
Code, the unlocking information is the continuation character for the presetting digit capacity for including in customer's identity card number, described to the unlocking information
The step of being verified include:
Judge the continuous of the presetting digit capacity for including in character and the customer's identity card number based on the unlock entrance input
Whether character is identical；
If they are the same, then determine that the unlocking information verification passes through.
8. customer service method as claimed in claim 5, which is characterized in that it is described that the unlocking information is verified, when
After the step of verification is when passing through, and shows the sensitive traffic information, further includes:
The second selection instruction for triggering based on the second business information query option is received, according to second selection instruction from correspondence
Operation system obtain business information, the business information includes non-sensitive business information and sensitive traffic information；
It the non-sensitive business information and the sensitive traffic information that will acquire while being shown.
9. a kind of customer service equipment, which is characterized in that the customer service equipment includes: memory, processor and is stored in
On the memory and the client application that can run on the processor, the client application is by the processor
It realizes when execution such as the step of customer service method described in any item of the claim 1 to 8.
10. a kind of computer readable storage medium, which is characterized in that be stored with client's clothes on the computer readable storage medium
Business program, realizes such as customer service described in any item of the claim 1 to 8 when the client application is executed by processor
The step of method.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811356361.4A CN109544221A (en) | 2018-11-14 | 2018-11-14 | Customer service method, equipment and computer readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811356361.4A CN109544221A (en) | 2018-11-14 | 2018-11-14 | Customer service method, equipment and computer readable storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109544221A true CN109544221A (en) | 2019-03-29 |
Family
ID=65847449
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811356361.4A Pending CN109544221A (en) | 2018-11-14 | 2018-11-14 | Customer service method, equipment and computer readable storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN109544221A (en) |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110276644A (en) * | 2019-06-24 | 2019-09-24 | 重庆物联利浪科技有限公司 | A kind of dynamic fusion method and apparatus of online service resource |
| CN110363542A (en) * | 2019-07-15 | 2019-10-22 | 江苏满运软件科技有限公司 | Construction method, device, storage medium and the electronic equipment of customer service system |
| CN111626746A (en) * | 2020-04-28 | 2020-09-04 | 华润守正招标有限公司 | Customer service method, system, electronic device and storage medium |
| CN112200654A (en) * | 2020-09-15 | 2021-01-08 | 中信银行股份有限公司 | Service method, client, system, electronic device and readable storage medium |
| CN113095857A (en) * | 2021-04-28 | 2021-07-09 | 深圳追一科技有限公司 | Customer service system integration method and related equipment |
| CN114615221A (en) * | 2020-12-07 | 2022-06-10 | 腾讯科技（深圳）有限公司 | Reply content control method, device, equipment and computer storage medium |
| CN114697457A (en) * | 2022-02-28 | 2022-07-01 | 青岛海尔科技有限公司 | Voice message processing method and device, storage medium and electronic device |
| CN113095857B (en) * | 2021-04-28 | 2024-10-29 | 深圳追一科技有限公司 | Customer service system integration method and related equipment |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP1202197A4 (en) * | 1999-07-29 | 2002-11-06 | Aioi Insurance Co Ltd | Consultation business support system |
| CN101166212A (en) * | 2006-10-19 | 2008-04-23 | 华为技术有限公司 | A method and system for realizing graphic display of interactive voice response system |
| CN104751352A (en) * | 2015-03-27 | 2015-07-01 | 腾讯科技（深圳）有限公司 | Business processing method and device, terminal and server |
| CN108600564A (en) * | 2018-04-24 | 2018-09-28 | 泰康保险集团股份有限公司 | The method and apparatus of customer service |
-
2018
- 2018-11-14 CN CN201811356361.4A patent/CN109544221A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP1202197A4 (en) * | 1999-07-29 | 2002-11-06 | Aioi Insurance Co Ltd | Consultation business support system |
| CN101166212A (en) * | 2006-10-19 | 2008-04-23 | 华为技术有限公司 | A method and system for realizing graphic display of interactive voice response system |
| CN104751352A (en) * | 2015-03-27 | 2015-07-01 | 腾讯科技（深圳）有限公司 | Business processing method and device, terminal and server |
| CN108600564A (en) * | 2018-04-24 | 2018-09-28 | 泰康保险集团股份有限公司 | The method and apparatus of customer service |
Non-Patent Citations (1)
| Title |
|---|
| 周健: "基于J2EE框架的电信客服知识管理系统的构建", 《中国优秀硕士学位论文全文数据库 信息科技辑》 * |
Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110276644A (en) * | 2019-06-24 | 2019-09-24 | 重庆物联利浪科技有限公司 | A kind of dynamic fusion method and apparatus of online service resource |
| CN110363542A (en) * | 2019-07-15 | 2019-10-22 | 江苏满运软件科技有限公司 | Construction method, device, storage medium and the electronic equipment of customer service system |
| CN110363542B (en) * | 2019-07-15 | 2022-10-04 | 江苏满运软件科技有限公司 | Customer service system construction method and device, storage medium and electronic equipment |
| CN111626746A (en) * | 2020-04-28 | 2020-09-04 | 华润守正招标有限公司 | Customer service method, system, electronic device and storage medium |
| CN112200654A (en) * | 2020-09-15 | 2021-01-08 | 中信银行股份有限公司 | Service method, client, system, electronic device and readable storage medium |
| CN114615221A (en) * | 2020-12-07 | 2022-06-10 | 腾讯科技（深圳）有限公司 | Reply content control method, device, equipment and computer storage medium |
| CN114615221B (en) * | 2020-12-07 | 2023-04-07 | 腾讯科技（深圳）有限公司 | Reply content control method, device, equipment and computer storage medium |
| CN113095857A (en) * | 2021-04-28 | 2021-07-09 | 深圳追一科技有限公司 | Customer service system integration method and related equipment |
| CN113095857B (en) * | 2021-04-28 | 2024-10-29 | 深圳追一科技有限公司 | Customer service system integration method and related equipment |
| CN114697457A (en) * | 2022-02-28 | 2022-07-01 | 青岛海尔科技有限公司 | Voice message processing method and device, storage medium and electronic device |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN109544221A (en) | Customer service method, equipment and computer readable storage medium | |
| US8548443B2 (en) | System and method for selectively restricting portable information handling system features | |
| CN100380271C (en) | Methods and apparatus for dynamic user authentication | |
| CA2474600C (en) | A user authentication system and methods thereof | |
| US20100107222A1 (en) | Method and apparatus for implementing secure and adaptive proxies | |
| US20160323745A1 (en) | Authenticating Customers Using Biometrics | |
| US8068594B2 (en) | Communication center methods and apparatus | |
| CN107733922A (en) | Method and apparatus for calling service | |
| US20040122774A1 (en) | Method and system for executing applications on a mobile device | |
| US11640324B2 (en) | Intelligent cloud management based on profile | |
| US20190079782A1 (en) | Systems and methods for providing modular applications with dynamically generated user experience and automatic authentication | |
| CN106850794A (en) | Method and apparatus, server and terminal for operating group | |
| US20130013507A1 (en) | System to Create and Manage Payment Accounts | |
| US9706051B2 (en) | Securely and efficiently transferring sensitive information via a telephone | |
| CN109817347A (en) | Inline diagnosis platform, its right management method and Rights Management System | |
| US20090307027A1 (en) | Repair order management | |
| CN107944291A (en) | Information acquisition method, system and computer-readable recording medium | |
| WO2020223735A1 (en) | Context-aware consent management | |
| US10749874B2 (en) | Preventing unauthorized access to secured information systems by injecting device data collectors | |
| CN109495480A (en) | Right management method, device and server | |
| CN109325366A (en) | Method for processing business, equipment and computer readable storage medium based on alliance's chain | |
| US9177173B2 (en) | Handling repeated requests for the same user data | |
| CN115776548A (en) | Double recording system | |
| CN108449518A (en) | Insurance contract pays a return visit method and apparatus | |
| US9984375B2 (en) | Client for securely and efficiently transferring sensitive information via a telephone |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| 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: 20190329 |