CN109862196A - A kind of online customer service remote interaction method and system - Google Patents
A kind of online customer service remote interaction method and system Download PDFInfo
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- CN109862196A CN109862196A CN201910009201.0A CN201910009201A CN109862196A CN 109862196 A CN109862196 A CN 109862196A CN 201910009201 A CN201910009201 A CN 201910009201A CN 109862196 A CN109862196 A CN 109862196A
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Abstract
The invention discloses a kind of online customer service remote interaction method and systems, belong to intelligent interaction field.The described method includes: S1, the mobile terminal initiate customer service request by the customer service button of current application, the customer service request includes: remote control notification and interactive voice request；S2, customer service management end receive the customer service request；The interface of mobile terminal described in S3, the customer service management end and the mobile terminal sharing, meanwhile, the mobile terminal and the customer service management end can carry out interactive voice.The present invention provides one kind can user and contact staff share interface of mobile terminal, and be capable of the customer service exchange method of real-time voice exchange, be conducive to improve user and contact staff's communication quality, improve user satisfaction.
Description
Technical field
The present invention relates to intelligent interaction field, in particular to a kind of online customer service remote interaction method and system.
Background technique
In recent years, with the continuous development of the communication technology, various application APP emerge one after another.In order to make user on line and
There can be good use to embody under line, majority application is all integrated with customer service function.Common practice is to first pass through customer service machine
People answers simple question, and artificial online customer service can be enabled when customer service robot is difficult to solve customer problem.User and artificial
When online customer service is linked up, due to customer problem complexity only by voice or written communication be difficult to describe it is clear, or due to
The operating process solved the problems, such as is complicated, and user is difficult to solve the problems, such as by Self-operating application, this has resulted in the bad of user
Experience.Summary is got off, and the interaction of artificial online customer service in the prior art is primarily present following defect:
1, clear in order to describe when the problem of user and customer service communication encounter, it needs to carry out back and forth at each interface repeatedly
The operation such as screenshot, memory, process is complicated, and time-consuming, and communication effectiveness is bad, to user, be all very big consumption to customer service resource；
2, since the permission of application backstage different brackets customer service is different, for same problem, user may need to multiple
Customer service is described situation repeatedly, is also easy out of touch with customer service；
3, due to artificial customer service work hours problem, user cannot at any time, arbitrarily scene initiates consulting.
Summary of the invention
In order to solve problems in the prior art, the present invention provides a kind of online customer service remote interaction method and systems.Institute
It is as follows to state technical solution:
On the one hand, a kind of online customer service remote interaction method is provided, the described method comprises the following steps:
S1, the mobile terminal initiate customer service request by the customer service button of current application, and the customer service request includes: remote
Process control request and interactive voice request；
S2, customer service management end receive the customer service request；
The interface of mobile terminal described in S3, the customer service management end and the mobile terminal sharing, meanwhile, it is described mobile whole
End can carry out interactive voice with the customer service management end.
Further, the method also includes: user setting customer services to trust permission, and the trusts permission is divided into level-one and believes
Appoint, second level is trusted, three-level is trusted；When the level-one trust is mobile terminal described in user's operation, contact staff is allowed to pass through institute
It states customer service management end to be watched in real time, and carries out interactive voice with user；The second level trusts that contact staff is allowed to pass through
The customer service management end operates the interface of the current application on the mobile terminal, and carries out interactive voice with user；It is described
Three-level trust for allow contact staff by the current application on the customer service management end operation mobile terminal and its
It is applied, and carries out interactive voice with user.
Further, the method also includes: the customer service management end moves it with described in the mobile terminal sharing
The data obtained during the interface of terminal, and, the voice content of the interactive voice is packaged into the customer service management end
Log, the customer service management end is by the log transmission to cloud.
Further, the method also includes: the contact staff is browsed or is downloaded the log by the cloud.
Further, which is characterized in that user is when inputting personal information on the interface of the mobile terminal, the individual
Information is shown in the form of ciphertext.
On the other hand, the present invention is based on a kind of aforementioned online customer service remote interaction method, to provide a kind of online customer service long-range
Interactive system, the system comprises:
Mobile terminal initiates customer service request for the customer service button by current application, and the customer service request includes: long-range
Control request and interactive voice request；
Application module is mounted in the mobile terminal；
Attendant applications module is embedded in the application module, including remote control module and voice interaction module, institute
The shared of interface of the remote control module for controlling the mobile terminal is stated, the voice interaction module is for controlling the shifting
Interactive voice between dynamic terminal and the customer service management end；
Customer service management end, for receiving the customer service request.
Further, the attendant applications module further includes priority assignation module, for attendant applications described in user setting
Trust permission.
Further, the attendant applications module further includes customer service button module, for managing customer service button.
Further, the customer service button is shown in the interface of the current application in the form of the button that suspends.
Further, the customer service management end further includes log management module, for being packaged log；The system also includes
Cloud, for storing the log；The log includes the customer service management end by itself and shifting described in the mobile terminal sharing
The data obtained during the interface of dynamic terminal, and, the voice content of the interactive voice.
Technical solution provided in an embodiment of the present invention has the benefit that
1, the present invention provides one kind can user and contact staff share interface of mobile terminal, and being capable of real-time voice
The customer service exchange method of exchange is conducive to improve user and contact staff's communication quality, improves user satisfaction；
2, customer service is set in online customer service remote interaction method provided by the invention and trusts permission, user can be according to encountering
Operating right of the complexity setting contact staff of problem to its mobile terminal；
3, cloud is provided in online customer service remote interactive system provided by the invention for storing log, is convenient for other customer services
Personnel go and find out what's going in advance before exchanging with user, avoid user's repeated description problem.
Detailed description of the invention
To describe the technical solutions in the embodiments of the present invention more clearly, make required in being described below to embodiment
Attached drawing is briefly described, it should be apparent that, drawings in the following description are only some embodiments of the invention, for
For those of ordinary skill in the art, without creative efforts, it can also be obtained according to these attached drawings other
Attached drawing.
Fig. 1 is a kind of online customer service remote interaction method flow chart provided in an embodiment of the present invention；
Fig. 2 is a kind of online customer service remote interactive system structural schematic diagram provided in an embodiment of the present invention.
Specific embodiment
To make the object, technical solutions and advantages of the present invention clearer, below in conjunction with attached in the embodiment of the present invention
Figure, technical scheme in the embodiment of the invention is clearly and completely described, it is clear that described embodiment is only this
Invention a part of the embodiment, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art exist
Every other embodiment obtained under the premise of creative work is not made, shall fall within the protection scope of the present invention.
The problem of online customer service personnel and when user's remote interaction in the prior art, user is in order to be encountered, describes clear
It usually requires to combine the operation such as text, voice, screenshotss, also, since operating right of the different stage customer service to application is different, when
When primary contact staff not can solve problem, need for user to be transferred to advanced contact staff, this just needs user to advanced visitor
Take personnel's repeated description problem.Above situation all causes the consumption of customer service resource for contact staff and user.
To solve the above-mentioned problems, the present invention provides a kind of online customer service remote interaction method and systems, wherein described
Method includes the following steps, as shown in Figure 1:
S1, the mobile terminal initiate customer service request by the customer service button of current application, and the customer service request includes: remote
Process control request and interactive voice request；
S2, customer service management end receive the customer service request；
The interface of mobile terminal described in S3, the customer service management end and the mobile terminal sharing, meanwhile, it is described mobile whole
End can carry out interactive voice with the customer service management end.
Based on above-mentioned steps, when user meets difficulty during operating application to be needed to contact customer service, user is clicked
The customer service button of current application initiates customer service request, and before starting remote control notification and interactive voice request, user can be with
First in the keyword of customer service interface input problem, customer service robot first finds out corresponding answer according to keyword, if customer problem
It does not solve, remote control notification and interactive voice request can be restarted at this time, is i.e. user and contact staff carries out in duct
It is logical.Being linked up due to user and customer service robot is the prior art, and the present embodiment is not limited only to this, only as the interpretation present invention
Application scenarios.
Since medium-long range of the present invention control request needs the interface of the mobile terminal of contact staff and user sharing user, because
This information security in order to guarantee user further includes trusting customer service to weigh in online customer service remote interaction method disclosed by the invention
Limit is preset.Trust permission and be divided into three grades, is respectively:
Level-one is trusted, and when mobile terminal described in user's operation, contact staff is allowed to carry out reality by the customer service management end
When watch, and with user carry out interactive voice；
Second level is trusted, and contact staff is allowed to operate the current application on the mobile terminal by the customer service management end
Interface, and with user carry out interactive voice；
Three-level is trusted, and contact staff is allowed to operate the current application on the mobile terminal by the customer service management end
And other application, and interactive voice is carried out with user.
Wherein, level-one trust be for solve the problems, such as user encounter do not need complexity operation and set up.Such
In the case of, when user interacts with contact staff, contact staff can watch in real time user to mobile terminal by customer service management end
Operation, and used interactive voice gives user's operation guidance, until solving the problems, such as that user encounters.Since contact staff can lead to
Viewing user's operation in real time is crossed, therefore user in the prior art is avoided using level-one trust and needs to cut when the problem of description
Screen is transmitted to the step of contact staff checks, solves customer service hours.
Second level trust be for solves the problems, such as user encounter need to current application progress complexity operation and set up.
In this case, when user interacts with contact staff, contact staff can watch in real time user to movement by customer service management end
The operation of terminal is interacted with customer voice, and the current application of customer mobile terminal can be operated by operation customer service management end.
Therefore second level trust only relates to contact staff to the operation applied belonging to customer service without regard to the operation to other application.This implementation
The main purpose that example is limited here is to avoid contact staff's operation user's other application from being likely to result in user to answer about other
The problem of leakage of personal information.
It is to need and operating the operation of current application progress complexity for solving the problems, such as that user encounters that three-level, which is trusted,
When need to call other application on customer mobile terminal and set up.In this case, when user interacts with contact staff, visitor
The personnel of clothes can watch in real time user by customer service management end and interact to the operation of mobile terminal, with customer service voices, and can pass through
The current application of customer service management end operation customer mobile terminal is operated, and calls other application.For example, contact staff works as in processing
When the problem of preceding application cannot take pictures, need to call the setting function in the mobile terminal system of user, and open mobile terminal
Take pictures permission of the system to current application.
It should be noted that the present embodiment is only the examples and explanations to best mode for carrying out the invention.In addition to above-mentioned feelings
Condition, the setting for trusting permission are further divided into multistage, for example, level-one, which trusts permission, can also separate permission contact staff's viewing use
Operation of the family to current application, and, allow contact staff to watch user to two kinds of feelings of operation of current application and other application
Condition.The operation to current application in customer mobile terminal in second level trust, which can also separate, only allows contact staff to answer currently
It is labeled in, and, allow contact staff to trigger two kinds of situations of label or other buttons in current application.Same three
Grade trust in the operation to current application in customer mobile terminal and other application can also be divided into and only allow contact staff to working as
Preceding application interface and other application interface are labeled, and, allow contact staff to touch current application and other application
Send out current application or two kinds of situations of label or other buttons in other application.Other modes are there are also very much, and the present embodiment is not
It explains one by one.Mark among the above refers to that contact staff cannot trigger the button on the interface of mobile customer side can only be on boundary
The case where in face by the other forms mark such as point, line, circle, the purpose of mark primarily to guidance user to mobile terminal into
Row efficient operation.
It should be further noted that user in operation, is related to userspersonal information, such as password, identifying code
When filling in, personal information is shown in the form of ciphertext, prevents userspersonal information from revealing.
It should be further noted that in the process of entire customer service management end and the interface of mobile terminal sharing mobile terminal
In, user and contact staff can exit interface at any time and share.But once there is contact staff not meet relevant regulations and shift to an earlier date
Exit interface it is shared when, affiliated company can give corresponding punishment.
Based on the above technical solution, method disclosed by the invention further include: customer service management end is whole with movement by it
The voice content of the data and interactive voice that obtain during the interface for holding shared mobile terminal is packaged into customer service management end
Log, customer service management end by log transmission to cloud store.Contact staff is browsed or is downloaded the log by cloud.
The purpose of the step for setting is, first, avoid the problem that can't resolve user due to working as primary contact staff,
The problem of needing user's repeated description caused by problem to be forwarded to other contact staff；Second, user does not exist in contact staff
When issuing customer service request in the case where line, system can record the problem of user encounters in time, so that contact staff can be as early as possible
The problem of understanding user.
In the case where accordingly for one, the contact staff for receiving switching is the mistake before user's communication or linked up
Cheng Zhong is able to access that cloud understands the problem of client encounters in time, is not necessarily to user's repeated description.For secondly in the case where,
When contact staff is not online, interface shared procedure can be individually performed in user, and customer service management end will record the process of guest operation
With the description to problem, all records are packaged into log by customer service management end, are stored onto cloud, when contact staff goes to work,
The problem of user being obtained by cloud in time.
It should be noted that obtained during the customer account management end and the interface of mobile terminal sharing mobile terminal
Data, video file etc. of the customer account management end to the record screen of whole process when including user's operation device mobile terminal.The voice
Interactive voice content includes the verbal description etc. that the verbal description that changes into of the voice recording of user, voice, user are actively entered.
Contact staff and user is allowed to access in addition, cloud can also be arranged, in this case, the log of cloud storage can
To deposit card to customer problem solution whole process as to contact staff.
As shown in Fig. 2, being based on the above method, the present invention also provides a kind of online customer service remote interactive systems, comprising:
Mobile terminal initiates customer service request for the customer service button by current application, and the customer service request includes: long-range
Control request and interactive voice request；
Application module is mounted in the mobile terminal；
Attendant applications module is embedded in the application module, including remote control module and voice interaction module, institute
The shared of interface of the remote control module for controlling the mobile terminal is stated, the voice interaction module is for controlling the shifting
Interactive voice between dynamic terminal and the customer service management end；
Customer service management end, for receiving the customer service request.
Attendant applications module further includes priority assignation module, trusts permission for attendant applications described in user setting.Trust
Permission is divided into three grades, is respectively:
Level-one is trusted, and when mobile terminal described in user's operation, contact staff is allowed to carry out reality by the customer service management end
When watch, and with user carry out interactive voice；
Second level is trusted, and contact staff is allowed to operate the current application on the mobile terminal by the customer service management end
Interface, and with user carry out interactive voice；
Three-level is trusted, and contact staff is allowed to operate the current application on the mobile terminal by the customer service management end
And other application, and interactive voice is carried out with user.
The attendant applications module further includes customer service button module, for managing customer service button.Customer service button is pressed with suspending
The form of button is shown in the interface of the current application.
Herein, customer service button is shown that the main function in the interface of current application is in the form of the button that suspends,
On the interface that suspension button can be shown in current application always in user's operation current application, aspect user is current in operation
Customer service of whenever setting out in application process.
Further, the customer service management end further includes log management module, for being packaged log；The system also includes
Cloud, for storing the log；The log includes the customer service management end by itself and shifting described in the mobile terminal sharing
The data obtained during the interface of dynamic terminal, and, the voice content of the interactive voice.
At runtime, attendant applications can be arranged when installing current application and trust permission system provided by the invention by user
It can also be to trust permission according to the attendant applications that need to open gradually solved the problems, such as when contact staff's interaction.When user encounters
When problem, the customer service button of suspension is triggered, initiates customer service request, contact staff, which receives customer service by customer service management end, to be requested, visitor
It takes personnel and user enters that interface is shared and interactive voice state, until contact staff assists user by Resolving probiems.Solution
After certainly, it is moved data, that is, customer service management end that whole process is formed by customer service management end with described in the mobile terminal sharing
The data obtained during the interface of terminal, and, the voice content of the interactive voice is packaged into log, is stored in cloud.
User and contact staff can log in cloud browsing and download log.
Technical solution provided in an embodiment of the present invention has the benefit that
1, the present invention provides one kind can user and contact staff share interface of mobile terminal, and being capable of real-time voice
The customer service exchange method of exchange is conducive to improve user and contact staff's communication quality, improves user satisfaction；
2, customer service is set in online customer service remote interaction method provided by the invention and trusts permission, user can be according to encountering
Operating right of the complexity setting contact staff of problem to its mobile terminal；
3, cloud is provided in online customer service remote interactive system provided by the invention for storing log, is convenient for other customer services
Personnel go and find out what's going in advance before exchanging with user, avoid user's repeated description problem.
All the above alternatives can form alternative embodiment of the invention using any combination, herein no longer
It repeats one by one.
The foregoing is merely presently preferred embodiments of the present invention, is not intended to limit the invention, it is all in spirit of the invention and
Within principle, any modification, equivalent replacement, improvement and so on be should all be included in the protection scope of the present invention.
Claims (10)
1. a kind of online customer service remote interaction method, which comprises the following steps:
S1, the mobile terminal initiate customer service request by the customer service button of current application, and the customer service request includes: long-range control
System request and interactive voice request；
S2, customer service management end receive the customer service request；
The interface of mobile terminal described in S3, the customer service management end and the mobile terminal sharing, meanwhile, the mobile terminal with
The customer service management end can carry out interactive voice.
2. a kind of online customer service remote interaction method as described in claim 1, which is characterized in that the method also includes: it uses
Family is arranged customer service and trusts permission, and the trust permission is divided into level-one trust, second level is trusted, three-level is trusted；The level-one is trusted
Described in user's operation when mobile terminal, allow contact staff watched in real time by the customer service management end, and and user into
Row interactive voice；The second level is trusted described on the customer service management end operation mobile terminal to allow contact staff to pass through
The interface of current application, and interactive voice is carried out with user；The three-level trusts that contact staff is allowed to pass through the customer service pipe
It manages end and operates the current application and other application on the mobile terminal, and carry out interactive voice with user.
3. a kind of online customer service remote interaction method as described in claim 1, which is characterized in that the method also includes: institute
The data that customer service management end will obtain during its interface with mobile terminal described in the mobile terminal sharing are stated, and,
The voice content of the interactive voice is packaged into the log of the customer service management end, and the customer service management end is by the log transmission
To cloud.
4. a kind of online customer service remote interaction method as claimed in claim 3, which is characterized in that the method also includes: institute
It states contact staff and browses or download the log by the cloud.
5. a kind of online customer service remote interaction method as described in any one of Claims 1 to 4, which is characterized in that user
When inputting personal information on the interface of the mobile terminal, the personal information is shown in the form of ciphertext.
6. a kind of online customer service remote interactive system based on the method building that any one of Claims 1 to 5 provides,
It is characterised by comprising:
Mobile terminal initiates customer service request for the customer service button by current application, and the customer service request includes: long-range control
Request and interactive voice request；
Application module is mounted in the mobile terminal；
Attendant applications module is embedded in the application module, including remote control module and voice interaction module, described remote
Process control module is used to control the shared of the interface of the mobile terminal, and the voice interaction module is described mobile whole for controlling
Interactive voice between end and the customer service management end；
Customer service management end, for receiving the customer service request.
7. a kind of customer service communication system as claimed in claim 6, which is characterized in that the attendant applications module further includes permission
Setup module trusts permission for attendant applications described in user setting.
8. a kind of customer service communication system as claimed in claim 6, which is characterized in that the attendant applications module further includes customer service
Button module, for managing customer service button.
9. a kind of online customer service remote interaction method as claimed in claim 8, which is characterized in that the customer service button is to suspend
The form of button is shown in the interface of the current application.
10. a kind of customer service communication system as claimed in claim 6, which is characterized in that the customer service management end further includes log
Management module, for being packaged log；The system also includes clouds, for storing the log；The log includes the visitor
The data that management end will obtain during its interface with mobile terminal described in the mobile terminal sharing are taken, and, it is described
The voice content of interactive voice.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201910009201.0A CN109862196A (en) | 2019-01-04 | 2019-01-04 | A kind of online customer service remote interaction method and system |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201910009201.0A CN109862196A (en) | 2019-01-04 | 2019-01-04 | A kind of online customer service remote interaction method and system |
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| CN111010487A (en) * | 2019-11-25 | 2020-04-14 | 中国银行股份有限公司 | Business handling method and device |
| CN111158631A (en) * | 2019-12-31 | 2020-05-15 | 中国银行股份有限公司 | Information interaction method, device, terminal and storage medium |
| CN111586244A (en) * | 2020-05-20 | 2020-08-25 | 深圳康佳电子科技有限公司 | Voice customer service method and system |
| CN112181337A (en) * | 2020-09-27 | 2021-01-05 | 深圳云天畅想信息科技有限公司 | Customer service consultation method, system and storage medium |
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| CN112269615A (en) * | 2020-11-02 | 2021-01-26 | 深圳市大成天下信息技术有限公司 | Interface interaction method and device and mobile terminal |
| CN115514571A (en) * | 2022-09-26 | 2022-12-23 | 中国电信股份有限公司 | Customer service method and device based on zero trust, electronic equipment and readable storage medium |
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| CN112269615A (en) * | 2020-11-02 | 2021-01-26 | 深圳市大成天下信息技术有限公司 | Interface interaction method and device and mobile terminal |
| CN112269615B (en) * | 2020-11-02 | 2024-05-14 | 深圳市大成天下信息技术有限公司 | Interface interaction method and device and mobile terminal |
| CN115514571A (en) * | 2022-09-26 | 2022-12-23 | 中国电信股份有限公司 | Customer service method and device based on zero trust, electronic equipment and readable storage medium |
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Application publication date: 20190607 |