CN110138868B - Customer service access method, device, medium and computing equipment - Google Patents
Customer service access method, device, medium and computing equipment Download PDFInfo
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- CN110138868B CN110138868B CN201910417899.XA CN201910417899A CN110138868B CN 110138868 B CN110138868 B CN 110138868B CN 201910417899 A CN201910417899 A CN 201910417899A CN 110138868 B CN110138868 B CN 110138868B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/10—Protocols in which an application is distributed across nodes in the network
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
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Abstract
The embodiment of the invention provides a customer service access method, a medium, a device and computing equipment. The method comprises the following steps: scanning the graphic code to obtain target information; determining a customer service terminal based on the target information; triggering the mobile terminal to access a cloud customer service platform and establishing communication with the customer service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal; the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time. Through scanning the graphic code, the mobile terminal or the user equipment is triggered to be connected into the cloud customer service platform, communication is directly established with the customer service terminal, the instantaneity, convenience and usability of communication between the user and the customer service are facilitated, the customer service access for a large number of users is facilitated, the waiting time of the user is shortened, the customer service processing efficiency is improved, and the user experience is improved.
Description
Technical Field
The embodiment of the invention relates to the field of software, in particular to a customer service access method, a customer service access device, a customer service access medium and computing equipment.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
After a user purchases or uses product equipment, the product equipment is questioned, and when a customer service provider (hereinafter referred to as "customer service") needs to seek customer service help, at present, the user still needs to search a contact way of voice customer service and video customer service first, or needs to search a customer service public number first and pay attention to the customer service public number first, or needs to search, download and install an online customer service application first and then can obtain the customer service support.
Specifically, in the existing customer service acquisition scheme, although there are many access methods for a user to acquire customer service support, the operations of the various access methods are inconsistent, and the operation steps for acquiring customer service at the early stage are complicated. Moreover, the existing customer service acquisition schemes only can perform one-to-one online customer service communication, which may cause that when there are many users needing customer service, for example, during an online shopping festival, the users need to wait in line for the customer service, thereby causing problems of untimely customer service response and poor user experience due to long queuing waiting time consumed by the users when acquiring the customer service. In addition, most of the existing voice customer service and video customer service need to apply a special hard/software customer service system, but a customer service provider can only achieve deployment and maintenance of the customer service system in a private deployment mode at present, so that the purchase, deployment and maintenance costs of the customer service provider on the customer service system are high.
In summary, the existing customer service acquisition scheme has the problems of complex operation, untimely customer service response, poor user experience, high customer service system deployment/maintenance cost and the like.
Disclosure of Invention
The existing customer service obtaining scheme has the problems of complex operation, untimely customer service response, poor user experience, high customer service system deployment/maintenance cost and the like. Therefore, an improved technical solution for obtaining customer service is highly needed to solve the above technical problems.
In this context, embodiments of the present invention are intended to provide a customer service access method, apparatus, medium, and computing device.
In a first aspect of embodiments of the present invention, a method for accessing customer service is provided, where the method is applied to a cloud-end interactive system, the cloud-end interactive system includes a user device with a graphic code, a terminal application installed on a mobile terminal, a cloud-end customer service platform and/or at least one customer service terminal accessing the cloud-end customer service platform, the graphic code includes target information, and the target information is used to indicate a customer service terminal previously accessing the cloud-end customer service platform, and the method includes: scanning the graphic code to acquire target information; determining a customer service terminal based on the target information; triggering the mobile terminal to access a cloud customer service platform and establishing communication with the customer service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal; the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time.
In yet another embodiment of the present invention, the means of communicating with the customer service terminal includes voice communication and/or video communication; the target information is configured to be customer service access information, the customer service access information is used for indicating access information corresponding to different communication modes established with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number. It can be understood that a plurality of users can communicate with the same customer service terminal by at least one communication mode; further, the customer service access information corresponding to different communication modes is different, for example, the customer service access information corresponding to video communication is a video customer service number or other video customer service identifiers, and the customer service access information corresponding to voice communication is a voice customer service number or other voice customer service identifiers.
In another embodiment of the present invention, the target information is configured as a video service number and/or a voice service number, and the step of scanning the graphic code to obtain the target information includes: scanning the graphic code through a terminal application or user equipment; the step of determining the customer service terminal based on the target information includes: displaying at least one access mode corresponding to the customer service terminal to the user based on the target information obtained by scanning; and responding to the access mode selected by the user, and acquiring the corresponding video customer service number or voice customer service number.
In yet another embodiment of the present invention, the destination information is configured as a voice service number, then
Triggering the mobile terminal to access the cloud customer service platform, and establishing communication with the customer service terminal, including: triggering the mobile terminal to call a voice dialing module; and accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
In another embodiment of the present invention, the configuring the target information as a video service number triggers the mobile terminal to access the cloud service platform, and establishing communication with the service terminal includes: triggering the terminal application to call a video dialing module; and accessing the cloud service platform through the video dialing module, and establishing video communication between the service terminals corresponding to the video service number.
In another embodiment of the present invention, the configuring the target information as a video service number triggers the user equipment to access to the cloud service platform, and establishing communication with the service terminal includes: sending a video calling instruction to user equipment, wherein the video calling instruction comprises a video customer service number; and triggering the user equipment to call the video dialing module to access the cloud service platform according to the video calling instruction, and establishing video communication between the client service terminals corresponding to the video service number.
In yet another embodiment of the present invention, the graphical code is presented on a display interface and/or product packaging of the user device.
In another embodiment of the present invention, the graphic code is displayed on a display interface, specifically: the graphic code is displayed on a product main interface of the user equipment; or the graphic code is shown in a partial area of the product interface of the user equipment.
In a further embodiment of the invention, the graphical code is the same for the same kind of user equipment.
In another embodiment of the present invention, the cloud service platform accesses to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment communicate with the same service terminal at the same time, specifically: the cloud customer service platform is connected with a plurality of mobile terminals and/or a plurality of user equipment, so that the plurality of mobile terminals and/or the plurality of user equipment can communicate with the same customer service terminal at the same time.
In yet another embodiment of the present invention, the graphic code is a two-dimensional code.
In a second aspect of the embodiments of the present invention, a customer service access device is provided, where the customer service access device is applied to a cloud-end interaction system, the cloud-end interaction system includes a user device with a graphic code, a terminal application installed on a mobile terminal, a cloud-end customer service platform, and/or at least one customer service terminal accessing the cloud-end customer service platform, the graphic code includes target information, and the target information is used to indicate a customer service terminal previously accessing the cloud-end customer service platform, and the customer service access device includes:
a scanning unit configured to scan the graphic code to acquire target information;
a determination unit configured to determine a customer service terminal based on the target information;
the triggering unit is configured to trigger the mobile terminal to access the cloud customer service platform and establish communication with the customer service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal;
the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time.
In yet another embodiment of the present invention, the means of communicating with the customer service terminal includes voice communication and/or video communication. The target information is configured to be customer service access information, the customer service access information is used for indicating access information corresponding to different communication modes established with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number.
In yet another embodiment of the present invention, the destination information is configured as a video service number and/or a voice service number. The scanning unit is specifically configured to: and scanning the graphic code through a terminal application or user equipment. The determination unit is specifically configured to: displaying at least one access mode corresponding to the customer service terminal to the user based on the target information obtained by scanning; and responding to the access mode selected by the user, and acquiring the corresponding video customer service number or voice customer service number.
In another embodiment of the present invention, the target information is configured as a voice service number, and the triggering unit is specifically configured to, when triggering the mobile terminal to access the cloud service platform and establish communication with the service terminal: triggering the mobile terminal to call a voice dialing module; and accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
In another embodiment of the present invention, the target information is configured as a video service number, and the triggering unit is specifically configured to, when triggering the mobile terminal to access the cloud service platform and establish communication with the service terminal: triggering the terminal application to call a video dialing module; and accessing the cloud service platform through the video dialing module, and establishing video communication between the service terminals corresponding to the video service number.
In another embodiment of the present invention, if the target information is configured as a video service number, the triggering unit is specifically configured to, when triggering the user equipment to access the cloud service platform and establish communication with the service terminal: sending a video calling instruction to user equipment, wherein the video calling instruction comprises a video customer service number; and triggering the user equipment to call the video dialing module to access the cloud service platform according to the video calling instruction, and establishing video communication between the client service terminals corresponding to the video service number.
In yet another embodiment of the present invention, the graphical code is presented on a display interface and/or product packaging of the user device.
In another embodiment of the present invention, the graphic code is displayed on a display interface, specifically: the graphic code is displayed on a product main interface of the user equipment; or the graphic code is shown in a partial area of the product interface of the user equipment.
In a further embodiment of the invention, the graphical code is the same for the same kind of user equipment.
In another embodiment of the present invention, the cloud service platform accesses to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment communicate with the same service terminal at the same time, specifically: the cloud customer service platform is connected with a plurality of mobile terminals and/or a plurality of user equipment, so that the plurality of mobile terminals and/or the plurality of user equipment can communicate with the same customer service terminal at the same time.
In yet another embodiment of the present invention, the graphic code is a two-dimensional code.
In a third aspect of the embodiments of the present invention, a user equipment with a graphic code is provided, where the graphic code includes target information, and the target information is used to indicate a customer service terminal that is previously accessed to a cloud customer service platform, where one customer service terminal provides customer service for multiple user equipments and/or multiple terminal equipments that are simultaneously accessed through the cloud customer service platform.
In a further embodiment of the invention, the destination information is configured as customer service access information for indicating access information for establishing different communication modes with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number.
In a further embodiment of the invention, the graphical code is the same for the same kind of user equipment.
In yet another embodiment of the present invention, the graphical code is presented on a display interface and/or product packaging of the user device; and the graphic code is displayed on a display interface, specifically: the graphic code is displayed on a product main interface of the user equipment; or the graphic code is shown in a partial area of the product interface of the user equipment.
In yet another embodiment of the present invention, the same target information corresponds to one or more customer service terminals in the cloud-based customer service platform.
In yet another embodiment of the present invention, the graphic code is a two-dimensional code.
In a fourth aspect of the embodiments of the present invention, a printed matter is provided, where a graphic code is printed on the printed matter, the graphic code includes target information, and the target information is used to indicate a customer service terminal that is previously accessed into a cloud customer service platform.
In yet another embodiment of the invention, a product package is presented to a user device.
In a further embodiment of the invention, the graphical code is the same for the same kind of user equipment.
In yet another embodiment of the present invention, the same target information corresponds to one or more customer service terminals in the cloud-based customer service platform.
In yet another embodiment of the present invention, the graphic code is a two-dimensional code.
In a fifth aspect of embodiments of the present invention, there is provided a computer-readable storage medium having stored thereon computer-executable instructions for causing a computer to perform the method of any one of the first aspects.
In a sixth aspect of embodiments of the present invention, there is provided a computing device comprising a processing unit, a memory, and an input/output (In/Out, I/O) interface; a memory for storing programs or instructions for execution by the processing unit; a processing unit for performing the method of any of the embodiments of the first aspect in accordance with a program or instructions stored by the memory; an I/O interface for receiving or transmitting data under control of the processing unit.
According to the technical scheme provided by the embodiment of the invention, the mobile terminal or the user equipment can be triggered to access the cloud customer service platform through scanning the graphic code, and the communication is directly established with the customer service terminal, so that the step of obtaining customer service support by the user is greatly simplified, the instantaneity, convenience and usability of communication between the user and the customer service are improved, and good experience is provided for the user. In addition, the mobile terminal and/or the user equipment are/is communicated with the same customer service terminal at the same time, so that the problem that long-time queuing is needed for waiting for one-to-one customer service in the peak period when the user requests to obtain the customer service is avoided, and the customer service access time is greatly shortened; in addition, the customer service terminal side can also effectively avoid the condition of customer service resource waste caused by independent answer of a plurality of users with similar problems, improve the customer service processing efficiency and further improve the user experience.
Drawings
The above and other objects, features and advantages of exemplary embodiments of the present invention will become readily apparent from the following detailed description read in conjunction with the accompanying drawings. Several embodiments of the invention are illustrated by way of example, and not by way of limitation, in the figures of the accompanying drawings and in which:
fig. 1 schematically illustrates a structural diagram of a cloud interaction scenario according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram illustrating another cloud interaction scenario according to an embodiment of the present invention;
fig. 3 schematically shows a flow chart of a customer service access method according to an embodiment of the present invention;
FIG. 4 is a schematic structural diagram of a customer service access device according to an embodiment of the present invention;
FIG. 5 schematically shows a schematic structural diagram of a medium according to an embodiment of the invention;
FIG. 6 schematically illustrates a structural diagram of a computing device in accordance with an embodiment of the present invention;
in the drawings, the same or corresponding reference numerals indicate the same or corresponding parts.
Detailed Description
The principles and spirit of the present invention will be described with reference to a number of exemplary embodiments. It is understood that these embodiments are given solely for the purpose of enabling those skilled in the art to better understand and to practice the invention, and are not intended to limit the scope of the invention in any way. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
As will be appreciated by one skilled in the art, embodiments of the present invention may be embodied as a system, apparatus, device, method, or computer program product. Accordingly, the present disclosure may be embodied in the form of: entirely hardware, entirely software (including firmware, resident software, micro-code, etc.), or a combination of hardware and software.
According to the embodiment of the invention, a customer service access method, a medium, a device and a computing device are provided.
Moreover, any number of elements in the drawings are by way of example and not by way of limitation, and any nomenclature is used solely for differentiation and not by way of limitation.
The principles and spirit of the present invention are explained in detail below with reference to several representative embodiments of the invention.
Summary of The Invention
The inventor finds that in the existing customer service obtaining scheme, although a plurality of access modes are provided for a user to obtain customer service support, the operation of the various access modes is inconsistent, and the problem that the operation step for obtaining customer service in the early stage is complicated cannot be solved. Moreover, in all of the customer service acquisition schemes, only one-to-one online customer service communication can be performed, which may cause problems that when a number of users requiring customer service are provided, the users need to spend a long waiting time in queuing when acquiring the customer service, the customer service cannot respond in time, and the user experience is poor. In addition to the above two problems, most of the existing voice customer service and video customer service depend on a special hard/software customer service system, and a customer service provider can only implement deployment and maintenance of the customer service system in a private deployment form at present, which results in higher deployment and maintenance costs of the customer service provider on the customer service system. In summary, the existing customer service acquisition scheme has the problems of complex operation, untimely customer service response, poor user experience, high customer service system deployment/maintenance cost and the like.
In order to overcome the problems in the technology, the invention provides a customer service access method, a medium, a device and a computing device. The customer service access method is applied to a cloud interactive system, wherein the cloud interactive system comprises user equipment with a graphic code, terminal application installed on a mobile terminal, a cloud customer service platform and one or a combination of a plurality of customer service terminals accessed to the cloud customer service platform, the graphic code comprises target information, and the target information is used for indicating the customer service terminals accessed to the cloud customer service platform in advance. The customer service access method comprises the following steps: scanning the graphic code to acquire target information; determining a customer service terminal based on the target information; triggering the mobile terminal to access a cloud customer service platform and establishing communication with the customer service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal; the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time.
Having described the general principles of the invention, various non-limiting embodiments of the invention are described in detail below.
Application scene overview
The embodiment of the invention can be applied to an interactive establishment scene of multiple devices, in particular to a customer service access scene based on a cloud interactive system, for example, a plurality of users simultaneously establish an interactive establishment scene with the same customer service in a communication process through the cloud interactive system, and the traditional customer acquisition scheme in the scene has the problems of complex operation steps, long waiting time, poor user experience and the like. Or, the embodiment of the present invention is not limited to be applied to other multi-device interactive establishment scenarios, for example, a consultation service access scenario when a user remotely handles a procedure, and in this scenario, problems existing in the user remotely handles the procedure are easily repeated, so that a plurality of users are triggered to communicate with the same service terminal at the same time, which is helpful for the user to uniformly reply through the service terminal to obtain a self-help solution, and the efficiency of consultation service is greatly improved. The communication mode with the customer service terminal includes, but is not limited to, voice communication, video communication, and other communication modes implemented by means of public numbers, online customer service applications, and the like.
It can be understood that multiple users can access the cloud interactive system through different types of mobile terminals or user devices. Further, a plurality of users may communicate with the same customer service terminal through at least one communication method, or a plurality of users may communicate with different customer service terminals through at least one communication method, which is not limited in the embodiment of the present invention. When the number of the customer service terminals communicating with a plurality of users is one, the customer service terminals can provide customer service for the plurality of users simultaneously, so that the queuing time for the users to acquire the customer service is shortened, the customer service efficiency is improved, and the processing performance of the cloud interaction system is further improved.
As an example, the technical solution provided in the embodiment of the present invention may be applied to a cloud-end interaction system as shown in fig. 1, where the cloud-end interaction system may include a user device 101 with a graphic code, a mobile terminal 102, a cloud-end customer service platform 103, and a customer service terminal 104 accessing the cloud-end customer service platform. In this example, the user may use the mobile terminal 102 to perform voice communication or video communication with the customer service terminal 104 through the cloud customer service platform 103.
As another example, the technical solution provided in the embodiment of the present invention may be applied to a cloud-end interaction system as shown in fig. 2, where the cloud-end interaction system may include a user device 101 with a graphic code, a mobile terminal 102, a cloud-end customer service platform 103, and a customer service terminal 104 accessing the cloud-end customer service platform. In this example, the user may use the mobile terminal 102 to perform voice communication with the customer service terminal 104 through the cloud customer service platform 103, or may use the user device 101 to perform video communication with the customer service terminal 104 through the cloud customer service platform 103.
It should be noted that, in the embodiment of the present invention, the number of the user equipment 101, the mobile terminal 102, and the customer service terminal 104 is not limited to one or more, and the type of the user equipment 101 is not limited to one or more.
In the embodiment of the present invention, the user device includes, but is not limited to, the following smart monitoring device, smart home device, tablet computer, smart phone, PC, wearable device, head-mounted display device, or other electronic device with an image display function.
The mobile terminal includes, but is not limited to, a smart monitoring device, a smart home device, a smart phone, a tablet computer, a wearable device, a head-mounted display device, or other electronic devices with image capturing functions. It should be understood that the same electronic device may be used as both the user equipment and the mobile terminal in different access modes.
The cloud customer service platform is realized based on a cloud computing platform, and any host or any special device does not need to be occupied independently. It should be noted that the cloud service platform can be used for not only managing the instant access interaction of the service terminal, but also managing the instant access interaction of the video and the voice corresponding to the mobile terminal or the user equipment through the mobile terminal or the user equipment of the user.
The customer service terminal can be a mobile terminal with a communication function and a shooting function at a service side; for example, the customer service terminal may include a tablet computer, a mobile phone, a notebook computer, etc. capable of voice and/or video communication. It should be especially appreciated that the same customer service terminal may be in video, voice, or other form of communication with multiple users simultaneously. In this case, different access modes can be switched for the users according to the access requirements of different users.
Exemplary method
A method for customer service access according to an exemplary embodiment of the invention is described below in connection with an application scenario. It should be noted that the above application scenarios are merely illustrated for the convenience of understanding the spirit and principles of the present invention, and the embodiments of the present invention are not limited in this respect. Rather, embodiments of the present invention may be applied to any scenario where applicable.
An embodiment of the present invention provides a customer service access method, as shown in fig. 3, wherein the method is applied to a cloud-end interaction system, and the cloud-end interaction system includes a user device with a graphic code, a terminal application installed in a mobile terminal, a cloud-end customer service platform, and/or at least one customer service terminal accessed to the cloud-end customer service platform; the method comprises the following steps:
s301, scanning the graphic code to acquire target information;
s302, determining a customer service terminal based on the target information;
s303, triggering the mobile terminal to access a cloud customer service platform, and establishing communication with the customer service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal;
the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time.
In the customer service access method shown in fig. 3, the mobile terminal or the user equipment can be triggered to access the cloud customer service platform by scanning the graphical code, and communication is directly established with the customer service terminal, so that the step of obtaining customer service support by the user is greatly simplified, the instantaneity, convenience and usability of communication between the user and the customer service are improved, and good experience is provided for the user. In addition, the mobile terminal and/or the user equipment are/is communicated with the same customer service terminal at the same time, so that the problem that long-time queuing is needed for waiting for one-to-one customer service in the peak period when the user requests to obtain the customer service is avoided, and the customer service access time is greatly shortened; in addition, the customer service terminal side can also effectively avoid the condition of customer service resource waste caused by independent answer of a plurality of users with similar problems, improve the customer service processing efficiency and further improve the user experience.
In an embodiment of a method for accessing a customer service provided by the present invention, the method may include:
s301, scanning the graphic code to acquire target information;
in this embodiment, before accessing the customer service for the user, generating a graphic code is further included, for example, the graphic code is a two-dimensional code. The graphical code is presented in one or more of a display interface, product packaging of a user device. In one embodiment, the graphical code is presented on a product packaging box of the user device, or the graphical code is presented on a product housing of the user device. In another embodiment, the displaying the graphic code on the display interface specifically includes: the graphic code is displayed on a main interface of the product of the user equipment, or the graphic code is displayed on a partial area of the product interface of the user equipment, such as the graphic code is displayed on the lower right corner of the product interface of the user equipment. It can be understood that the graphic code may also be preset in a video or a picture of the display interface, or may be acquired from the cloud service platform in real time and then added to the video or the picture.
The graphic code comprises but is not limited to target information, and the target information is used for indicating a customer service terminal which is accessed to a cloud customer service platform in advance, namely the customer terminal can be determined according to the target information; for example, the destination information may include a video service number and/or a voice service number corresponding to the client terminal. Optionally, the same target information corresponds to one or more customer service terminals in the cloud customer service platform. In one embodiment, the target information is configured as customer service access information, and the customer service access information is used for indicating access information corresponding to different communication modes established with the customer service terminal. Optionally, the graphical code is the same for the customer service access information of the same kind of user equipment. And under the condition that the communication mode of the customer service terminal in the cloud interactive system comprises voice communication and video communication, the customer service access information included in the generated graphic code is a video customer service number and a voice customer service number. And under the condition that the communication mode of the customer service terminal in the cloud interactive system is voice communication, the customer service access information included in the generated graphic code is a voice customer service number. And under the condition that the communication mode of the customer service terminal in the cloud interactive system is video communication, the customer service access information included in the generated graphic code is a video customer service number.
After generating the graphic code, one implementation way of scanning the graphic code to obtain the target information in S301 is that the terminal application scans the graphic code; specifically, the terminal application scans the graphic code by calling a front camera integrated in the mobile terminal. The other implementation manner of the S301 is that the graphic code is scanned by the user equipment; specifically, the graphic code is scanned by a user device with an image acquisition function.
After the target information is acquired, executing S302, and determining a customer service terminal based on the target information;
in an embodiment of this step, at least one access mode corresponding to the customer service terminal is displayed to the user based on the target information obtained by scanning, and the corresponding video customer service number or voice customer service number is obtained in response to the access mode selected by the user. Specifically, when the communication mode of the customer service terminal in the cloud interactive system includes voice communication and video communication, an inquiry message is sent to the user, and the inquiry message is used for instructing the user to select at least one communication mode from the voice communication and the video communication and acquire an access mode corresponding to the communication mode.
After determining the customer service terminal, there are various implementations of executing S303, and the embodiment of the present invention is not limited. Several implementations are described below:
in a first implementation manner of this step, if the target information is configured as a voice customer service number, the mobile terminal is triggered to access the cloud customer service platform, and communication with the customer service terminal is established, that is: and triggering the mobile terminal to call the voice dialing module, accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
Specifically, before S303, the terminal application is authorized to apply the authority to call the voice dialing module set in the mobile terminal. In one embodiment of S303, after the terminal application scans the graphical code and determines that the communication mode of the customer service terminal is voice communication based on the target information in the graphical code, the terminal application calls a voice dialing module arranged in the mobile terminal, and accesses the cloud-side customer service platform through the voice dialing module to establish voice communication between the customer service terminals corresponding to the voice customer service number.
Taking the cloud interaction system shown in fig. 1 as an example, the mobile terminal 102 is a mobile phone, the terminal application is a mobile phone application which is carried in the mobile terminal 102 and has a code scanning function, the graphic codes are respectively displayed on an outer package of the user equipment, a main display interface of the user equipment and a lower right corner of a display interface of the user equipment, the graphic codes are two-dimensional codes, and the two-dimensional codes comprise voice customer service numbers. After the mobile phone application is adopted to scan the two-dimensional code on the outer package, and the communication mode of the customer service terminal selected by the user is the voice communication, the voice dialing module arranged in the mobile phone is called through the mobile phone application, the cloud customer service platform is accessed through the voice dialing module, and the voice communication between the voice customer service terminals corresponding to the voice customer service number is established. It can be understood that the mobile phone application may also scan the two-dimensional code displayed on the display interface of the user equipment to trigger the subsequent step, which is not described herein again.
In another embodiment of S303, after scanning the graphical code by the user equipment and determining that the communication mode of the customer service terminal is voice communication based on the target information in the graphical code, sending a voice call instruction to the mobile terminal by the user equipment, wherein the voice call instruction includes a voice customer service number; and triggering the mobile terminal to call the voice dialing module to access the cloud service platform according to the voice calling instruction, and establishing voice communication between the service terminals corresponding to the voice service number.
In a second implementation manner of this step, if the target information is configured as a video customer service number, the mobile terminal is triggered to access the cloud customer service platform, and communication with the customer service terminal is established, that is: and the triggering terminal application calls the video dialing module, accesses the cloud service platform through the video dialing module and establishes video communication between the service terminals corresponding to the video service number.
Specifically, after a terminal application scans a graphic code and determines that the communication mode of a customer service terminal is video communication based on target information in the graphic code, the terminal application is triggered to call a video dialing module arranged in the terminal application or call a video dialing module in an application with a video communication function carried in the same mobile terminal, so that the called video dialing module is accessed to a cloud customer service platform, and video communication between the customer service terminals corresponding to the video customer service number is established.
Taking the cloud interaction system shown in fig. 1 as an example, the mobile terminal 102 is a mobile phone, the terminal application is a mobile phone application which is carried in the mobile terminal 102 and has a code scanning function, the graphic codes are respectively displayed on an outer package of the user equipment 101, a main display interface of the user equipment 101 and a lower right corner of a display interface of the user equipment 101, the graphic codes are two-dimensional codes, and the two-dimensional codes include video customer service numbers. After the mobile phone application is adopted to scan the two-dimensional code on the outer package, and the mode of responding to the user to select the communication with the customer service terminal is video communication, the video dialing module arranged in the mobile phone application is called through the mobile phone application, the video dialing module is accessed to the cloud customer service platform, and the video communication between the video customer service terminals corresponding to the video customer service number is established. It can be understood that the mobile phone application may also scan the two-dimensional code displayed on the display interface of the user equipment 101 to trigger the subsequent step, which is not described herein again.
In a third implementation manner of this step, if the target information is configured as a video customer service number, the user equipment is triggered to access the cloud customer service platform, and communication with the customer service terminal is established, specifically: sending a video calling instruction to user equipment, wherein the video calling instruction comprises a video customer service number; and triggering the user equipment to call the video dialing module to access the cloud service platform according to the video calling instruction, and establishing video communication between the client service terminals corresponding to the video service number.
Taking the cloud interaction system shown in fig. 2 as an example, the mobile terminal 102 is a mobile phone, the terminal application is a mobile phone application which is carried in the mobile terminal 102 and has a code scanning function, the graphic codes are respectively displayed on an outer package of the user equipment 101, a main display interface of the user equipment 101 and a lower right corner of a display interface of the user equipment 101, the graphic codes are two-dimensional codes, and the two-dimensional codes include video customer service numbers. After scanning the two-dimensional code on the outer package by adopting the mobile phone application and responding to the video communication mode which is selected by the user and communicated with the customer service terminal, the mobile phone application can send a video calling instruction to the user equipment 101, wherein the video calling instruction comprises a video customer service number; and triggering the user equipment 101 to call the video dialing module to access the cloud service platform according to the video calling instruction, and establishing video communication between the client service terminals corresponding to the video service number.
Further, a plurality of users may communicate with the same customer service terminal through at least one communication method, or a plurality of users may communicate with different customer service terminals through at least one communication method, which is not limited in the embodiment of the present invention. When the number of the customer service terminals communicating with a plurality of users is one, the customer service terminals can provide customer service for the plurality of users simultaneously, so that the queuing time for the users to acquire the customer service is shortened, the customer service efficiency is improved, and the processing performance of the cloud interaction system is further improved.
In the customer service access method shown in fig. 3, the mobile terminal or the user equipment can be triggered to access the cloud customer service platform by scanning the graphical code, and communication is directly established with the customer service terminal, so that the step of obtaining customer service support by the user is greatly simplified, the instantaneity, convenience and usability of communication between the user and the customer service are improved, and good experience is provided for the user. In addition, the mobile terminal and/or the user equipment are/is communicated with the same customer service terminal at the same time, so that the problem that long-time queuing is needed for waiting for one-to-one customer service in the peak period when the user requests to obtain the customer service is avoided, and the customer service access time is greatly shortened; in addition, the customer service terminal side can also effectively avoid the condition of customer service resource waste caused by independent answer of a plurality of users with similar problems, improve the customer service processing efficiency and further improve the user experience.
Exemplary devices
Having described the method of an exemplary embodiment of the present invention, it follows that the present invention provides an apparatus for an exemplary implementation. The customer service access device provided by the invention can realize the method executed by any one of the methods provided by the embodiments corresponding to fig. 3. Referring to fig. 4, the customer service access device at least includes:
a scanning unit 401 configured to scan the graphic code to acquire target information;
a determining unit 402 configured to determine a customer service terminal based on the target information;
the triggering unit 403 is configured to trigger the mobile terminal to access the cloud service platform and establish communication with the service terminal; and/or triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal;
the cloud customer service platform is connected to the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment can communicate with the same customer service terminal at the same time.
In the embodiment of the invention, the customer service access device is applied to a cloud interactive system, the cloud interactive system comprises user equipment with a graphic code, a terminal application installed on a mobile terminal, a cloud customer service platform and/or at least one customer service terminal accessed to the cloud customer service platform, and the graphic code comprises target information which is used for indicating the customer service terminal accessed to the cloud customer service platform in advance.
Optionally, the communication mode with the customer service terminal includes voice communication and/or video communication. The target information is configured to be customer service access information, the customer service access information is used for indicating access information corresponding to different communication modes established with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number.
Optionally, the destination information is configured as a video service number and/or a voice service number. The scanning unit 401 is specifically configured to: and scanning the graphic code through a terminal application or user equipment. The determining unit 402 is specifically configured to: displaying at least one access mode corresponding to the customer service terminal to the user based on the target information obtained by scanning; and responding to the access mode selected by the user, and acquiring the corresponding video customer service number or voice customer service number.
Optionally, if the target information is configured as a voice service number, the triggering unit 403 is specifically configured to, when triggering the mobile terminal to access the cloud service platform and establish communication with the service terminal: triggering the mobile terminal to call a voice dialing module; and accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
Optionally, if the target information is configured as a video service number, the triggering unit 403 is specifically configured to, when triggering the mobile terminal to access the cloud service platform and establish communication with the service terminal: triggering the terminal application to call a video dialing module; and accessing the cloud service platform through the video dialing module, and establishing video communication between the service terminals corresponding to the video service number.
Optionally, if the target information is configured as a video service number, the triggering unit 403 is specifically configured to, when triggering the user equipment to access the cloud service platform and establish communication with the service terminal: sending a video calling instruction to user equipment, wherein the video calling instruction comprises a video customer service number; and triggering the user equipment to call the video dialing module to access the cloud service platform according to the video calling instruction, and establishing video communication between the client service terminals corresponding to the video service number.
Optionally, the graphical code is presented on a display interface and/or product packaging of the user device.
Optionally, the graphic code is displayed on the display interface, specifically: the graphic code is displayed on a product main interface of the user equipment; or the graphic code is shown in a partial area of the product interface of the user equipment.
Optionally, the graphical code is the same for the customer service access information of the same kind of user equipment.
Optionally, the cloud service platform accesses the mobile terminal and/or the user equipment to enable the mobile terminal and/or the user equipment to communicate with the same service terminal at the same time, specifically: the cloud customer service platform is connected with a plurality of mobile terminals and/or a plurality of user equipment, so that the plurality of mobile terminals and/or the plurality of user equipment can communicate with the same customer service terminal at the same time.
Optionally, the graphic code is a two-dimensional code.
Exemplary Medium
Having described the method and apparatus of the exemplary embodiments of this invention, and referring next to FIG. 5, the present invention provides an exemplary medium having stored thereon computer-executable instructions operable to cause the computer to perform the method of any one of the corresponding exemplary embodiments of this invention of FIG. 3.
Exemplary computing device
Having described the method, medium, and apparatus of exemplary embodiments of the present invention, next, referring to fig. 6, an exemplary computing device 60 provided by the present invention is described, the computing device 60 comprising a processing unit 601, a memory 602, a bus 603, an external device 604, an I/O interface 605, and a network adapter 606, the memory 602 comprising a Random Access Memory (RAM) 6021, a cache memory 6022, a Read-only memory (ROM) 6023, and a memory unit array 6025 of at least one memory unit 6024. The memory 602 is used for storing programs or instructions executed by the processing unit 601; the processing unit 601 is configured to execute the method according to any one of the exemplary embodiments of the present invention corresponding to fig. 3 according to the program or the instructions stored in the memory 602; the I/O interface 605 is used for receiving or transmitting data under the control of the processing unit 601.
It should be noted that although in the above detailed description several units/modules or sub-units/modules of the apparatus are mentioned, such a division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more of the units/modules described above may be embodied in one unit/module according to embodiments of the invention. Conversely, the features and functions of one unit/module described above may be further divided into embodiments by a plurality of units/modules.
Moreover, while the operations of the method of the invention are depicted in the drawings in a particular order, this does not require or imply that the operations must be performed in this particular order, or that all of the illustrated operations must be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions.
While the spirit and principles of the invention have been described with reference to several particular embodiments, it is to be understood that the invention is not limited to the disclosed embodiments, nor is the division of aspects, which is for convenience only as the features in such aspects may not be combined to benefit. The invention is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims.
Claims (24)
1. A customer service access method is applied to a cloud-end interaction system, the cloud-end interaction system comprises user equipment with a graphic code, a terminal application installed on a mobile terminal, a cloud-end customer service platform and/or at least one customer service terminal accessed to the cloud-end customer service platform, the graphic code comprises target information, and the target information is used for indicating the customer service terminal accessed to the cloud-end customer service platform in advance, and the method comprises the following steps:
the mobile terminal scans the graphic code to acquire the target information;
determining the customer service terminal based on the target information;
triggering the mobile terminal to access the cloud customer service platform, and establishing communication with the customer service terminal; triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal;
the cloud customer service platform is accessed to the mobile terminal and the user equipment, so that the mobile terminal and the user equipment can communicate with the same customer service terminal at the same time.
2. The method of claim 1, wherein the means of communicating with the customer service terminal comprises voice communication and/or video communication;
the target information is configured to be customer service access information, the customer service access information is used for indicating access information corresponding to different communication modes established with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number.
3. The method of claim 2, wherein the destination information is configured as a video service number and/or a voice service number;
scanning the graphic code to obtain the target information, including:
scanning the graphic code through the terminal application or the user equipment;
determining the customer service terminal based on the target information, including:
displaying at least one access mode corresponding to the customer service terminal to a user based on the target information obtained by scanning;
and responding to the access mode selected by the user, and acquiring the corresponding video customer service number or voice customer service number.
4. The method of any one of claims 2 to 3, wherein the destination information is configured as a voice service number, then
The triggering of the mobile terminal to access the cloud customer service platform and establishing communication with the customer service terminal comprises the following steps:
triggering the mobile terminal to call a voice dialing module;
and accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
5. The method of any one of claims 2 to 3, wherein if the destination information is configured as a video service number, then
The triggering of the mobile terminal to access the cloud customer service platform and establishing communication with the customer service terminal comprises the following steps:
triggering the terminal application to call a video dialing module;
and accessing the cloud service platform through the video dialing module, and establishing video communication between the service terminals corresponding to the video service number.
6. The method of any one of claims 2 to 3, wherein if the destination information is configured as a video service number, then
The triggering of the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal includes:
sending a video calling instruction to the user equipment, wherein the video calling instruction comprises a video customer service number;
and triggering the user equipment to call a video dialing module to access the cloud customer service platform according to the video calling instruction, and establishing video communication between the customer service terminals corresponding to the video customer service number.
7. A method according to any one of claims 1 to 3, wherein the graphical code is presented on a display interface and/or product packaging of the user device.
8. The method according to claim 7, wherein the graphical code is presented on a display interface, in particular:
the graphic code is displayed on a product main interface of the user equipment; or
The graphic code is shown in a partial area of a product interface of the user equipment.
9. A method according to claim 2 or 3, wherein the graphical code is the same for customer service access information for the same kind of user equipment.
10. The method according to any one of claims 1 to 3, wherein the cloud-side customer service platform accesses the mobile terminal and/or the user equipment to enable the mobile terminal and/or the user equipment to communicate with the same customer service terminal at the same time, specifically:
the cloud customer service platform is connected with a plurality of mobile terminals and/or a plurality of user equipment, so that the mobile terminals and/or the user equipment can communicate with the same customer service terminal at the same time.
11. The method of any one of claims 1 to 3, wherein the graphical code is a two-dimensional code.
12. A customer service access device, wherein the customer service access device is applied to a cloud-end interaction system, the cloud-end interaction system comprises a user device with a graphic code, a terminal application installed on a mobile terminal, a cloud-end customer service platform and/or at least one customer service terminal accessing the cloud-end customer service platform, the graphic code comprises target information, the target information is used for indicating the customer service terminal accessing the cloud-end customer service platform in advance, and the customer service access device comprises:
a scanning unit configured to scan the graphic code through the mobile terminal to acquire the target information;
a determination unit configured to determine the customer service terminal based on the target information;
the triggering unit is configured to trigger the mobile terminal to access the cloud customer service platform and establish communication with the customer service terminal; triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal;
the cloud customer service platform is accessed to the mobile terminal and the user equipment, so that the mobile terminal and the user equipment can communicate with the same customer service terminal at the same time.
13. The apparatus of claim 12, wherein the means of communication with the customer service terminal comprises voice communication and/or video communication;
the target information is configured to be customer service access information, the customer service access information is used for indicating access information for establishing different communication modes with the customer service terminal, and the customer service access information comprises a video customer service number and/or a voice customer service number.
14. The apparatus of claim 13, wherein the destination information is configured as a video service number and/or a voice service number;
the scanning unit is specifically configured to: scanning the graphic code through the terminal application or the user equipment;
the determining unit is specifically configured to: displaying at least one access mode corresponding to the customer service terminal to a user based on the target information obtained by scanning;
and responding to the access mode selected by the user, and acquiring the corresponding video customer service number or voice customer service number.
15. The apparatus of any of claims 13 to 14, wherein the destination information is configured as a voice service number, then
The triggering unit is specifically configured to, when triggering the mobile terminal to access the cloud customer service platform and establishing communication with the customer service terminal:
triggering the mobile terminal to call a voice dialing module;
and accessing the cloud service platform through the voice dialing module, and establishing voice communication between the service terminals corresponding to the voice service number.
16. The apparatus of any of claims 13 to 14, wherein the destination information is configured as a video service number, then
The triggering unit is specifically configured to, when triggering the mobile terminal to access the cloud customer service platform and establishing communication with the customer service terminal:
triggering the terminal application to call a video dialing module;
and accessing the cloud service platform through the video dialing module, and establishing video communication between the service terminals corresponding to the video service number.
17. The apparatus of any of claims 13 to 14, wherein the destination information is configured as a video service number, then
The triggering unit is specifically configured to, when triggering the user equipment to access the cloud customer service platform and establishing communication with the customer service terminal:
sending a video calling instruction to the user equipment, wherein the video calling instruction comprises a video customer service number;
and triggering the user equipment to call a video dialing module to access the cloud customer service platform according to the video calling instruction, and establishing video communication between the customer service terminals corresponding to the video customer service number.
18. The apparatus of any one of claims 12 to 14, wherein the graphical code is presented on a display interface and/or product packaging of the user device.
19. The apparatus according to claim 18, wherein the graphical code is presented on a display interface, in particular:
the graphic code is displayed on a product main interface of the user equipment; or
The graphic code is shown in a partial area of a product interface of the user equipment.
20. The apparatus of claim 13 or 14, wherein the graphical code is the same for customer service access information of the same kind of user equipment.
21. The apparatus according to any one of claims 12 to 14, wherein the cloud service platform accesses the mobile terminal and/or the user equipment, so that the mobile terminal and/or the user equipment communicate with the same service terminal at the same time, specifically:
the cloud customer service platform is connected with a plurality of mobile terminals and/or a plurality of user equipment, so that the mobile terminals and/or the user equipment can communicate with the same customer service terminal at the same time.
22. The apparatus of any one of claims 12 to 14, wherein the graphical code is a two-dimensional code.
23. A computer-readable storage medium storing program code which, when executed by a processor, implements a method according to one of claims 1 to 11.
24. A computing device comprising a processor and a storage medium storing program code which, when executed by the processor, implements the method of one of claims 1 to 11.
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| CN112291497B (en) * | 2020-10-28 | 2023-04-07 | 上海赛连信息科技有限公司 | Intelligent video customer service access method and device |
| CN112888082A (en) * | 2021-01-27 | 2021-06-01 | 上海华客信息科技有限公司 | Voice call method, system, device and storage medium based on two-dimension code |
| CN113315840A (en) * | 2021-05-31 | 2021-08-27 | 上海华客信息科技有限公司 | Hotel customer service method, system, equipment and storage medium based on two-dimensional code |
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